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Post by fiyero on May 6, 2020 8:42:53 GMT
So that's three different responses within a few minutes this morning! Also the additional credit I was offered was an extra £10 credit, not the bar voucher as well which people were being offered yesterday. Despite being an ATG Theatrecard member and having £165 worth of tickets to refund. It’s odd. In a slight cheery moment I always love when people who work in theatre mispronounce my email. Hint, it’s my username here they get wrong! |
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Post by artea on May 6, 2020 9:22:55 GMT
My attempt at a refund for Sunday in the Park with George.
I got through after about 30 mins this morning, asked for a refund and was given a very long-winded irrelevant script about postponements, new dates to be announced, dubious benefits none of which can be confirmed for a long time if ever and none of which I want.
I was told: (i) the agent is not allowed to make any refunds at all currently; (ii) further emails will be sent out to encourage ticket-buyers to accept credit vouchers.
The only thing I achieved was to get my name onto a refunds list - it's apparently very long. The agent was unable to say when these refunds will be processed. I wonder if I'll get the refund before the card expires. I was told I don't have to phone up again to request a refund.
ATG is doing everything possible to avoid giving refunds. I don't trust ATG at all. I regard credit vouchers from ATG as worthless.
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4,955 posts
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Post by Someone in a tree on May 6, 2020 9:32:20 GMT
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Post by melly on May 6, 2020 9:37:41 GMT
I'm going straight to the chargeback option through my credit card. Was already refused a full refund for my Back to the Future booking and the way ATG is behaving is not only ridiculous but illegal.
I am happily taking an exchange with DMT who have been completely up front and requested people do so, while offering an incentive up front, if you CHOOSE not to take a refund.
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19,659 posts
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Post by BurlyBeaR on May 6, 2020 9:38:09 GMT
35 minute wait. Told him I wasn’t in a position to accept a voucher and to please refund to my card. He was fine, no long spiel but he told me that they could offer extra value with the drinks voucher if i wanted to change my mind but I just said no thanks.
He then said he’d set my refund up and it would be passed to the London team to be processed which could take four weeks. So it would seem that not all agents can do the refund themselves?
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2,743 posts
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Post by n1david on May 6, 2020 9:55:07 GMT
As another data point, 35 minute wait, asked for a refund, wasn’t offered any incentive not to take one, agent said he had two ways of trying to issue refunds. First one didn’t work, but he tried the second one and said that had gone through and would be back on my card “normally within 5 days, but it’s taking about ten at the moment”.
Sounds like an interesting mix of approaches by different agents...
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1,306 posts
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Post by londonmzfitz on May 6, 2020 10:08:25 GMT
No spiel for me, I want a refund please - hold for 2 mins, then done. I'd rather be seeing the show 100%.
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11 posts
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Post by theatrecatlady on May 6, 2020 10:19:29 GMT
Also went with a refund. Had they offered the same seats at a future performance i’d have been more likely to let them keep my money. The whole way they don’t even mention refunds and act like the voucher is the only option wound me up enough to get my refund. Along with the fact that anyone that bothers to ring is then offered a larger voucher and money off bar/merchandise purchases. I am reluctant to book through atg again due to their dishonesty. I totally get the fact that for companies to stay in business at this time they need to keep things going but you only do that by having your customer’s trust - not by being greedy! I couldn't agree more. Ironically, I would feel much more inclined to accept the credit voucher if I was given the option of a full refund. The fact that they don't mention a refund and present the voucher as the only option feels underhand and I find it very annoying. I completely understand the difficulty the whole industry is having but, at this time, feel it's very important that customers feel they can trust venues/ticket agents. The way this is being handled really, in my opinion, erodes that trust. |
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Post by aksis on May 6, 2020 10:54:37 GMT
Called yesterday and the lady said she started the refund proces and a mail would be send and money would be refunded to my paypal. But did not receive a mail. As I see all these different stories and I have to call from overseas I will wait a bit longer but would love to hear from people if they (did) get the mail or money.
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Post by pianokeys2 on May 6, 2020 11:32:25 GMT
I was just on hold for 30 minutes (they need to vary their music!!) to be told that I would receive more information by email within the next 24 hours and she could do nothing to help me at the moment. When I said that I could see online that some others have been refunded, she said they've just had a staff briefing and she can't offer any help until I receive the next email. My tickets were over £300 in total so I 'd like it sorted ASAP. Very frustrating as I was calling from abroad so it'll be interesting to see the cost of the call too!
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Post by Deleted on May 6, 2020 11:53:23 GMT
I was just on hold for 30 minutes (they need to vary their music!!) to be told that I would receive more information by email within the next 24 hours and she could do nothing to help me at the moment. When I said that I could see online that some others have been refunded, she said they've just had a staff briefing and she can't offer any help until I receive the next email. My tickets were over £300 in total so I 'd like it sorted ASAP. Very frustrating as I was calling from abroad so it'll be interesting to see the cost of the call too! Similar experience just now. 20 minutes for someone to answer and quite happy to process a fund until they noticed it was for ‘Sunday’, to which there was a total attitude change. I have been told that they can’t offer refunds at the moment and that we would be sent an email with all our options on at a later date. I pointed out the email I’ve already received only states a credit voucher option, to which I’m declining, and would like a full refund. The agent then said the producers hadn’t decided whether or not they were issuing refunds for this production... so I ask to speak to a manager - apparently all on calls. Tell them I’m happy to wait on hold and then just transferred to a mail box. Left a voicemail and now awaiting (but not expecting) a callback. |
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Post by floorshow on May 6, 2020 11:56:09 GMT
Got through at 9.00 this morning and they offered the refund with no spiel. Told to check back in 15 days if not received.
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Post by partytentdown on May 6, 2020 11:58:50 GMT
It's incredible seeing how different agents are dealing with this! Surely they should all be working off the same instruction sheet? Bonkers.
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Post by Deleted on May 6, 2020 12:04:49 GMT
Similar experience just now. 20 minutes for someone to answer and quite happy to process a fund until they noticed it was for ‘Sunday’, to which there was a total attitude change. I have been told that they can’t offer refunds at the moment and that we would be sent an email with all our options on at a later date. I pointed out the email I’ve already received only states a credit voucher option, to which I’m declining, and would like a full refund. The agent then said the producers hadn’t decided whether or not they were issuing refunds for this production... so I ask to speak to a manager - apparently all on calls. Tell them I’m happy to wait on hold and then just transferred to a mail box. Left a voicemail and now awaiting (but not expecting) a callback. Okay so a manager did call back. Very helpful, took card details and processed the refund there and then (originally paid via PayPal, which apparently cannot be refunded). Confirmation email of refund received (including fees) whilst on the line and apparently 5 days to appear on statements. So ask for a manager if you are declined a refund! |
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Post by ThereWillBeSun on May 6, 2020 12:05:51 GMT
A shame but the right decision!!! There’s no way in hell they’d have been able to rehearse without putting each other at risk and other people working on this show. I’ve cut down on my theatre a lot this year which is crazy so ‘splashed out,’ for this especially considering the prices were ridiculous but in a weird way; I could justify. I definitely want to see the show but I’m just curious as to ticket prices. A part of me wants to opt for credit but then ... Are they going to re think the prices of tickets? It wasn’t exactly selling well despite the names and it’s quite high art (I use that term to include something like City of Angels) which are quite niche within musical theatre & not like as easily assessable. Would they lower them to get people back in the door or would they be retaining the cost they’re at? Honestly; I hope I’m making sense here. It’s disappointing news but I did expect it. All I will say is that it’s a laborious process when you’re working with home without the right work set up - in ATG’s defence - they’re trying their best and if you’re gunning for a refund - fine, but just be nice to them. Customer service people aren’t in control they’re usually being told by powers above. I’ve been waiting over a month and a bit for a rail refund and everyone is in the same boat. Anyways off my soap box. Just important to remember that this situation is no one’s fault. (Obvs) I would go for a refund. Many theatre does return I suspect it will be fluffy fun shows and not Sondheim. I'd love it for Jake and George to be on in London but who knows and do you really want to be stuck with some vouchers for a company that very few folk on here like? Thanks for all the advice everyone. I thought more about it and if they had swapped my seats I would been a bit more receptive. Refund requested. I have two other shows booked at Southwark Playhouse and Leicester Square and will just transfer my tickets to rescheduled dates. |
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Post by Deleted on May 6, 2020 12:19:12 GMT
I know times are strange at the moment, but I would have happily accepted a credit if they had confirmed the new booking period and/or just done a like for like seat swap.
The very fact they have cancelled this but not offered alternative dates suggests that it might not actually go ahead - I appreciate things take time to arrange, but all they needed to do was sort a theatre and the availability of the stars and creatives in 2021 - we aren’t talking a lot of people to sort out. They’ve had at least a month to explore the viability of that and put a plan-b in place.
So sadly I’m actually inclined to believe it might not happen - Jake is a very busy actor and for all we know under contract with Marvel who might have first option on him etc. So I opted for my refund but should this happen I’ve decided to treat myself anyway and getter better seats.
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2,743 posts
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Post by n1david on May 6, 2020 16:08:35 GMT
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Post by Deleted on May 6, 2020 16:15:27 GMT
Gosh - progress at last. Their first official statement referencing refunds :-) |
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Post by lou on May 6, 2020 16:29:32 GMT
With ATG I’ve had 2 fairly quick replies (couple of days) and refunds using Facebook messenger, not for Sunday In The Park With George, but worth a go If you don’t want to hang on the phone.
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8,096 posts
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Post by alece10 on May 6, 2020 17:06:14 GMT
But I think the words "cancelled shows" are important, rather than postponed or rescheduled. That will be their get out clause. |
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Post by Deleted on May 6, 2020 17:58:52 GMT
But I think the words "cancelled shows" are important, rather than postponed or rescheduled. That will be their get out clause. You’re right, it really does sound like a decision has been made not to refund this production. That ties in with the conversation I had earlier today with ATG, telling me they hadn’t made a decision whether refunds will be given or not for SITPWG. I don’t know the legalities and whilst I’m sure they’ve checked, surely it cannot be right? Maybe they’re hoping people will just accept it and only refund when someone insists? |
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Post by Deleted on May 6, 2020 20:49:56 GMT
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4,171 posts
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Post by anthony40 on May 6, 2020 21:08:18 GMT
It's a shame isn't it. That such a rarely performed and beautiful show (and it really is) is turning so ugly.
George would have like to see people out strolling on Sunday.
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Post by ThereWillBeSun on May 6, 2020 22:39:47 GMT
Gosh - progress at last. Their first official statement referencing refunds :-) Very concise information. I've managed to obtain a refund - it's not that I don't want to NOT SEE THE SHOW; I will be - but I'd rather stick with a refund until we're told about dates in the future. |
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Post by theoracle on May 6, 2020 22:50:36 GMT
For me its pretty straightforward, I have a ticket for Sunday on 10th June and for understanable reasons, that performance is not going ahead and by default I should be allowed my money back as the producers could not produce a show for me to attend on this date. I could be travelling in from another part of the world and not have the opportunity to do so again for the "rescheduled dates" and cannot reasonably be expected by the producers to be able to do so. If the producers cannot have the confidence to believe that they can sell this show for next year despite its star casting and hallowed reputation among musical theatre aficionados, then ATG should hand over the rights to someone else who can. I want my £150 back.
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