851 posts
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Post by longinthetooth on Apr 19, 2020 16:05:47 GMT
Impressed with Delfont Mackintosh - refund received for Les Mis at the Sondheim four days before I was due to go!
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Post by partytentdown on Apr 20, 2020 11:23:22 GMT
Still absolutely nothing from the Barbican, a month later... it's almost like they're not actually doing anything...
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Xanderl
Member
Not always very high value in terms of ticket yield or donations
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Post by Xanderl on Apr 20, 2020 12:49:54 GMT
Still absolutely nothing from the Barbican, a month later... it's almost like they're not actually doing anything... Yes, looks like that to me too. Searching twitter there’s a load of people asking about refund status, with the standard cut and paste response from the Barbican. Now nearly 3 weeks since I sent them my bank details.
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1,335 posts
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Post by Dave B on Apr 20, 2020 13:17:27 GMT
Still absolutely nothing from the Barbican, a month later... it's almost like they're not actually doing anything... If you want, you could open a complaint using Resolver. Then once an amount of time has passed, you can automatically escalate to the Ombudsman.
I've had to go down this process with Ticketmaster and just escalated my complaint to SOLT.
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2,529 posts
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Post by n1david on Apr 20, 2020 15:24:02 GMT
If you want, you could open a complaint using Resolver. Then once an amount of time has passed, you can automatically escalate to the Ombudsman. I'm starting to think about a claim through my credit card company, but I'm reluctant because that penalises the vendor. I'd just like some evidence that something was moving, or at least an apology for the delay. It's been well over a month since everything was cancelled.
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1,197 posts
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Post by theatrefan77 on Apr 20, 2020 16:04:11 GMT
If you want, you could open a complaint using Resolver. Then once an amount of time has passed, you can automatically escalate to the Ombudsman. I'm starting to think about a claim through my credit card company, but I'm reluctant because that penalises the vendor. I'd just like some evidence that something was moving, or at least an apology for the delay. It's been well over a month since everything was cancelled. I did that last week to get my money back from ATG after waiting for nearly a month. Raised a dispute through my credit card company, they replied that it could take up to six weeks to resolve. To my surprise I just got a letter saying that the dispute had been successful and the amount had been credited. Checked my cc account online and the credit is there. It took only five days!
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Xanderl
Member
Not always very high value in terms of ticket yield or donations
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Post by Xanderl on Apr 20, 2020 17:01:58 GMT
I'm starting to think about a claim through my credit card company, but I'm reluctant because that penalises the vendor. I'd just like some evidence that something was moving, or at least an apology for the delay. It's been well over a month since everything was cancelled. Yes, that's where I am with the Barbican too. Reluctant to penalise them as they are a charity, but they are handling this incredibly poorly. Just an honest statement of what stage they are at with refunds and realistic timescales would help. Would save them all the time they currently spend sending these
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Xanderl
Member
Not always very high value in terms of ticket yield or donations
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Post by Xanderl on Apr 20, 2020 19:13:14 GMT
Ooh update - they've written a new tweet .
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16 posts
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Post by robmac on Apr 22, 2020 0:29:19 GMT
If anyone else is having problems getting refunds from ATG please contact me. Looking to start civil action against them for breach of conditions of sale. It’s not that I won’t continue to support theatre, believe me it’s an absolute passion, but I have booked things that have been cancelled as group bookings and the other people could be doing with the cash. Some of these are for performances that were over a month ago and they should, as per their updates, been sorted by now. There is something not right here and I understand it is to so with investments using money from ticket bookings.
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Xanderl
Member
Not always very high value in terms of ticket yield or donations
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Post by Xanderl on Apr 22, 2020 8:37:08 GMT
I have issued my weekly tweet to the Barbican
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Post by talkingheads on Apr 22, 2020 9:47:27 GMT
I was due to see Jeff Beck in May, very professional from See Tickets, email today saying it has been postponed until April next year, all tickets remain valid.
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851 posts
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Post by longinthetooth on Apr 22, 2020 9:53:01 GMT
Put out the flags, ring the bells, break open the champagne - I have received my refund from ATG!!!!!
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Post by Deleted on Apr 22, 2020 10:39:51 GMT
Put out the flags, ring the bells, break open the champagne - I have received my refund from ATG!!!!! Haha - congratulations! I think this is the most impressive achievement since lockdown began ;-)
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18,800 posts
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Post by BurlyBeaR on Apr 22, 2020 10:44:25 GMT
Put out the flags, ring the bells, break open the champagne - I have received my refund from ATG!!!!! That made me check my credit card.... I’ve got refunds two of the four I requested.
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Post by Deleted on Apr 22, 2020 11:21:53 GMT
One of my ATG refunds has been received, and another one is due to come in on Saturday if their 7 day process is true for every booking.
Bit sneaky that they’re keeping the £3.65 transaction fee that you pay whilst booking but they need to make money I suppose.
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Post by talkingheads on Apr 22, 2020 11:56:26 GMT
One of my ATG refunds has been received, and another one is due to come in on Saturday if their 7 day process is true for every booking. Bit sneaky that they’re keeping the £3.65 transaction fee that you pay whilst booking but they need to make money I suppose. I got a voucher and then a few days later I got a second voucher with the £3.65 added on. They really can;t justify keeping it and legally I;m not sure they're allowed.
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Post by floorshow on Apr 22, 2020 15:37:43 GMT
10/10 for Young Vic who have processed my GDPR compliant refund
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382 posts
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Post by stevemar on Apr 22, 2020 19:24:07 GMT
10/10 for Young Vic who have processed my GDPR compliant refund Hi floorshow, that’s great you got your refund. I am waiting for £172 for shows on 21 March and 30 May and have messaged them twice but got the same holding reply. When were your shows for? I should add that the NT, Almeida, Bridge and Menier were all very prompt.
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Post by floorshow on Apr 22, 2020 21:02:01 GMT
10/10 for Young Vic who have processed my GDPR compliant refund Hi floorshow, that’s great you got your refund. I am waiting for £172 for shows on 21 March and 30 May and have messaged them twice but got the same holding reply. When were your shows for? I should add that the NT, Almeida, Bridge and Menier were all very prompt. In the future but cancelled outright. I got a cancellation mail which I replied to same day, a holding message 11 days later, another 5 days after that and the refund 15 days after that. So about a month in elapsed time. Original mail was from BO and subsequent contact from their Welcome Team account.
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382 posts
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Post by stevemar on Apr 23, 2020 8:02:01 GMT
Thanks floorshow - one of the shows was cancelled (A Doll’s House) whilst Orfeus has been postponed. I will sit tight for now as I applied on 16 and 18 March for a refund for each show, received an acknowledgement on 27 March and basically the same acknowledgment in the last week when I chased.
EDIT: must be devine intervention. They just called me to refund within 5-7 working days.
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Post by bgarde on Apr 23, 2020 10:36:26 GMT
After waiting for a while, I emailed the Barbican this morning and received a non-automated reply that my refund will be processed within 10 days (it was for the Glass Menagerie in May).
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Xanderl
Member
Not always very high value in terms of ticket yield or donations
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Post by Xanderl on Apr 24, 2020 10:17:44 GMT
After waiting for a while, I emailed the Barbican this morning and received a non-automated reply that my refund will be processed within 10 days (it was for the Glass Menagerie in May). I heard back from them following my ranty tweet saying that refunds would be processed by next Friday.
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Post by Deleted on Apr 24, 2020 10:25:06 GMT
After waiting for a while, I emailed the Barbican this morning and received a non-automated reply that my refund will be processed within 10 days (it was for the Glass Menagerie in May). I heard back from them following my ranty tweet saying that refunds would be processed by next Friday. Haha, good job. Having tried the online form, e-mail and two phone calls I tried a ranty tweet to ATG to no avail. Though in more positive news I have now had some e-mails saying they will process refunds. I just haven't had any actual refunds. But I guess this is progress?!
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Post by partytentdown on Apr 24, 2020 11:35:20 GMT
Both Mamma Mia and The Lion King seem to only be selling tickets from September onwards, I think previously it was June.
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Post by Deleted on Apr 24, 2020 14:35:17 GMT
Both Mamma Mia and The Lion King seem to only be selling tickets from September onwards, I think previously it was June. Seems to be across the board with DMT. LW Theatres still selling from July. Well, at least Be More Chill and Joseph are. #KeepingEverythingCrossed
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Post by talkingheads on Apr 24, 2020 16:44:23 GMT
Not theatre but all of my train tickets were booked to get to shows in London. Over six weeks after first applying for a refund, I've got almost £70 back!
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Xanderl
Member
Not always very high value in terms of ticket yield or donations
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Post by Xanderl on Apr 25, 2020 7:43:14 GMT
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4,799 posts
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Post by The Matthew on Apr 25, 2020 8:47:48 GMT
I have some sympathy for companies that are unexpectedly finding themselves in an unprecedented situation, especially when they are simultaneously having to deal with the disruption of implementing distancing policies and home working, but it's remarkable how much worse some companies are handling it than others.
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Post by talkingheads on Apr 25, 2020 9:09:48 GMT
I have some sympathy for companies that are unexpectedly finding themselves in an unprecedented situation, especially when they are simultaneously having to deal with the disruption of implementing distancing policies and home working, but it's remarkable how much worse some companies are handling it than others. I too have sympathy but I agree. It's been long enough now that the companies who are getting things moving and sorted quickly only serve to prove how poorly set up a lot of other companies are. It means that I have no qualms getting refunds from some but more than happy to leave it as a voucher for the ones who were prompt.
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Xanderl
Member
Not always very high value in terms of ticket yield or donations
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Post by Xanderl on Apr 25, 2020 9:50:22 GMT
I have some sympathy for companies that are unexpectedly finding themselves in an unprecedented situation, especially when they are simultaneously having to deal with the disruption of implementing distancing policies and home working, but it's remarkable how much worse some companies are handling it than others. Absolutely agree - comparing ATG with Delfont Mackintosh is reasonable and shows how poorly ATG is handling it. Similarly comparing the Barbican with the National or Southbank Centre shows up the problems with the Barbican's handling of this.
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