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Post by timothyd on May 28, 2018 19:47:49 GMT
With this being in Victoria Palace I can imagine that, even if the show doesn't restart, they still don't give any refunds. Worst box office customer service we ever experienced.
Hope for the people in the audience that the show continues.
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Post by melly on May 28, 2018 22:17:01 GMT
Show stopped for roughly 10 minutes then restarted with no more problems. Water was constantly dripping onto the front of the stage, right in front of the MD. Dripped onto King George throughout his first song, causing Waylon Jacobs to forget which line he was singing.
Then all the cast were eyeing the puddle and trying not to slip, before they were all called off stage.
There was apparently a downpour around the same time, but no idea if it was coming from outside or an A.C unit or something. It was quite a lot of water though.
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Post by daniel on May 28, 2018 22:41:06 GMT
With this being in Victoria Palace I can imagine that, even if the show doesn't restart, they still don't give any refunds. Worst box office customer service we ever experienced. Hope for the people in the audience that the show continues. If a show is cancelled, you’ll always get a refund.
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Post by longinthetooth on May 28, 2018 22:53:25 GMT
Blimey! All the millions that Cam Mac spent on the refurb and it still springs a leak!
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Post by willowkate on May 29, 2018 11:13:09 GMT
Hi, can anyone tell me about the returns queue? We have been told by the VP box office that if you have an unused ticket, they can take you to the returns queue to help resell it - I'm guessing that there's always a queue and no problem in reselling it? Thanks!
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Post by melly on May 29, 2018 11:33:56 GMT
Water was constantly dripping onto the front of the stage Problem with the drencher, perhaps? It was just in front of the proscenium arch, where there's a large speaker and a light right below, but we couldn't tell how far up it was coming from. It seemed be be dripping in front of the light though, so quite far forward and under the actual theatre roof.
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Post by TallPaul on May 29, 2018 12:25:31 GMT
Welcome to the board willowkate . So far as I know, there is always a line for returns. Don't know about people being taken to the line to sell tickets. Would have thought the theatre would take them and sell them on? That kinda corroborates what timothyd posted a few pages ago. Does seem odd, but now two separate members have independently reported the same.
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Post by poster J on May 29, 2018 13:43:37 GMT
Welcome to the board willowkate . So far as I know, there is always a line for returns. Don't know about people being taken to the line to sell tickets. Would have thought the theatre would take them and sell them on? That kinda corroborates what timothyd posted a few pages ago. Does seem odd, but now two separate members have independently reported the same. I don't really think it's that odd - avoids the box office having to process a refund and then a sale when the whole thing could be done directly between patrons, saving time and allowing the box office to deal with other issues.
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Post by Oleanna on May 29, 2018 14:09:29 GMT
Problem with the drencher, perhaps? It was just in front of the proscenium arch, where there's a large speaker and a light right below, but we couldn't tell how far up it was coming from. It seemed be be dripping in front of the light though, so quite far forward and under the actual theatre roof. It was due to the heavy rain in London last night. The Apollo Victoria also suffered a few leaks.
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Post by martello736 on May 29, 2018 14:22:05 GMT
The Apollo Victoria also suffered a few leaks Nah, the fangirls often leave the day seats damp, I'm told... Shame on you for stooping so low @theatremonkey
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Post by martello736 on May 29, 2018 14:26:20 GMT
^Huh? I mean, they queue all day in the rain, and are soaked by the time they get to the seats, is all. Shame on you for stooping so low martello736 Apologies, it must just have been my dirty mind that was thinking about certain fans' reaction to fifth cover Midwife's nose riff
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Post by Deleted on May 29, 2018 14:27:31 GMT
Considering the cost of tickets, it's pretty inconsiderate to not let the box office work as an intermediary. If I'm a tourist in London, maybe I don't want to carry around £400 in cash on the off-chance I can get a couple of returns for the hottest show in town, it's a real personal security concern. Also, are they still trying to limit the number of bookings per individual? It's just unfair all round if I'm able to bypass that by standing in the returns queue day after day. Plus it kinda makes a mockery of the idea that you must bring ID and it must match the name on the original booking - is their "just sell your return yourself" policy an admission that they don't actually care about ID? If I turned up with a legitimately bought ticket but no ID and was refused entry, but they let someone buy a return and get in even though it's not their name on the booking, you bet your ass I'd be contacting every news outlet I could think of, if not tracking down Cameron Mackintosh in person and demanding full financial restitution and a goodwill gesture. And if the box office are refusing to get involved at all, how can they stop the person with the tickets to sell tacking on an unauthorised surcharge for themselves? Maybe it's easier for the box office, but it sounds problematic as hell tbh.
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Post by ellie1981 on May 29, 2018 14:39:04 GMT
Has anyone here actually been restricted to the 6 ticket limit on Ticketmaster?
It did it once for me with my initial credit card pre-booking from January 2017, but now that date has passed I’ve been able to freely book across a few cards. Not quite sure if I’ve exceeded 6 on any card yet.
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Post by timothyd on May 29, 2018 15:07:14 GMT
The people in front of us were already in the venue when box office told them that they could try and sell their tickets outside. They said nothing about someone from the theatre escorting them out.
It felt a bit weird, especially with the dozens of "when youre in the venue you cant go out" warnings while cueing for the show. It almost felt they were trying to get rid of them. Very unprofessional.
Out of curiosity I mailed Ticketmaster. This was their response:
Standard procedure for last minute returns is that a member of the Box Office would take customers out to the returns queue and aid them in reselling the tickets at face value. The customer would’ve been let back in the building if they left, it’s just the tickets that can’t leave the building.
Which makes no sense either.
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Post by Deleted on May 29, 2018 15:50:06 GMT
Pah. Miss Cameron Mackintosh doesn't care a jot. All of this ticket nonsense they put together was just to create a buzz and a noise about the show. They didn't check or even ask for any ID when I went to see it.
All of that fuss and nonsense and they still can't plug a leaky roof.
It's a complete 'Shamilton'.
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Post by timothyd on May 29, 2018 15:53:21 GMT
Yeah. I agree.
And when I told box office that they should sell the front row tickets as ''restricted view'' tickets they told me that this was the first time they ever heard someone complain about that view because they thought it was fantastic. I can't believe that.
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Post by Rukaya on May 29, 2018 17:16:41 GMT
When I've queued for returns, first of all, it's if the box office has any tickets left, they are obviously sold first. In this case you can pay either cash or card as you'll be taken through to the box office and that's dealt with there.
After that, it'll be if any patrons have spare tickets and in that case, a member of the box office or the box officer manager should take the patron to the returns queue and oversee the transaction and it'll be a cash-only process. When the box office initially has no tickets left the manager has previously come out and told the queue to let them know it'll be cash only from now on so you have time to go to a cash point. I remember as well he advised you should only draw out as much cash as your budget can allow for tickets.
That's just my experience of the returns queue anyway! For what it's worth all the staff I've dealt with have been really pleasant too, it's a shame to hear of other board members having not so great experiences with them.
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Post by showtoones on May 29, 2018 17:40:20 GMT
I am unable to use my Hamilton ticket and I know I can call and return it, but I don't have access to call from America. Is there a way I can return the ticket via email? And if so, what is the email address?
thanks
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Post by timothyd on May 29, 2018 17:51:07 GMT
I am unable to use my Hamilton ticket and I know I can call and return it, but I don't have access to call from America. Is there a way I can return the ticket via email? And if so, what is the email address? thanks You can fill in the customer support form on the Ticketmaster website. Then you get a refund minus three pounds admin costs.
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Post by willowkate on May 29, 2018 18:26:15 GMT
Well, our experience has been appalling. The full story is as follows: we bought tickets the day they went on sale, in my name. I became ill this morning and was unable to go. In a series of emails, the box office told me that they could transfer the booking to my husband's ID so that he could act as the ticket holder for our family group. I asked specifically what we could do with the unused ticket ie. should we give it to a friend who would come with us or could we resell it through the box office. They told us (in writing) that they would take my husband out to the queue to resell the ticket to the returns line and that although there were no guarantees, they would do their best to help. He is now down at the theatre and has been refused permission to do this - because he is not the original ticket holder. He has shown them their own email in which they say that they will assist HIM (not me) to do this but they refuse to accept this. They say their 'no guarantees' line frees them from any obligation. Apparently the box office is full of people with ticket issues so it seems that this paperless system is not working and they are making money out of other people's misfortunes. I don't like ticket touts and I have no desire to make money reselling the ticket, I would just like an honest system. But honesty should work both ways. I am hoping now to reclaim on insurance but I am deeply disappointed by this.
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Post by timothyd on May 29, 2018 18:51:27 GMT
Ask your husband to get this in writing from box office and contact Ticketmaster with all info and the replies. Maybe you can get a refund through them.
The Victoria Palace boxoffice and customer service is absolutely dreadful.
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Post by showtoones on May 29, 2018 19:01:45 GMT
I am unable to use my Hamilton ticket and I know I can call and return it, but I don't have access to call from America. Is there a way I can return the ticket via email? And if so, what is the email address? thanks You can fill in the customer support form on the Ticketmaster website. Then you get a refund minus three pounds admin costs. I can find where this form is...is there a link? thanks so much
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Post by timothyd on May 29, 2018 19:11:51 GMT
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Post by willowkate on May 29, 2018 19:13:58 GMT
Thank you, timothyd, I will try that. I have emailed the box office again to complain but am not hoping for much.
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Post by showtoones on May 29, 2018 20:29:15 GMT
You are amazing! Thank you so much. People on this board are so selfless and helpful. How long does it usually take for a response?
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Post by timothyd on May 29, 2018 20:58:24 GMT
Youre welcome! Glad that I could help.
It takes a few days but the sooner the date the quicker the reply. I had a refund in two days.
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Post by willowkate on May 30, 2018 10:30:01 GMT
In the interests of fairness, I thought I'd update - the Box Office responded to my complaint this morning by stating that they were not reselling tickets last night as they had not sold all of their own and would only resell for customers after theirs were sold out. Which makes sense but - does that mean that demand is not that high?
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Post by timothyd on May 30, 2018 10:45:56 GMT
Wow.
I was looking at tickets yesterday (and a few days before that, because this whole thing fascinates me) and the only tickets that were still available where the tickets from the ''lottery'' that people that won had declined. Every day there are a few lottery tickets popping up in resale at around 7 the day before the performance. They're the only tickets on sale.
That's why they can say that they hadn't sold all of their own.
You can see this tonight. As of now tomorrow's performance there are two tickets for tomorrow's performance. Around 6/7PM there will be a few more, all on the front row.
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Post by timothyd on May 30, 2018 11:02:10 GMT
My opinion of the Victoria Palace Theatre is getting more and more negative. I mean:
- They said that, when I told them that the front row view was restricted, that they were ''surprised'' and that they ''never ever had a complaint about the first row being ''restricted view'' ''. - They told me when I called them with tickets in my basket that the grand circle slips were seats that you could move and had unlimited leg room. When my girlfriend asked the same question through email when I already bought them (she didn't know I already asked) she got the response that those were benches. The only option then was a refund minus three pounds ''admin'' fee. - They told the couple in front of us to ''sell the tickets'' outside but there was nobody that would/could help them do so, and if they would have done that themselves then they wouldn't have been readmitted. - Willowkate's story.
It really shows that, when a show is sold out, there's no need for proper customer service anymore. It's the complete opposite of every other experience I had with a theatre in both Holland and the UK.
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Post by willowkate on May 30, 2018 11:36:45 GMT
I have responded to the box office with the suggestion that the information they should be offering to on the day problems with unused tickets would be along the lines of 'we can help you to resell your tickets in the returns line, BUT we must point out that we still have unsold tickets for tonight's performance and we will sell those first'. It didn't seem likely to me that a show requiring such elaborate ticketing arrangements would not be sold out, so I felt reasonably confident that if they were facilitating it, it was genuine, and it would happen. Another theatre-goer would get to see it and we wouldn't lose our money: win-win. Had I known that they still had unsold tickets then I would have made a different decision and offered it free to a friend rather than see it go to waste.
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