We ordered WILL CALL tickets to a NYE event because we were out of town for 3 weeks in December and could not have them shipped to our apartment (we wouldn't be there to pick them up). Groove Tickets processed the order but charged us $17.95 for shipping and shipped the tickets to our apartment anyway.
When contacted, they said there was no way we could have ordered will call tickets, even though there was information posted on their website about will call tickets (e.G. Will Call tickets can be picked up the day before the event at [address] from [time-time]) and we talked to a woman directly who said she would process the order as will call. Obviously, they were trying to make a quick extra buck because there is no way standard shipping of two paper tickets could cost nearly $20 anyway.
Further, since we were unable to pick up the tickets, we spent many hours on the phone calling them to have the tickets switched to Will Call. They gave us an extremely hard time about this also. (Mind you, these tickets were $150 each and they were telling us there was nothing they could do to help — and we were flying from Chicago to the event in LA the next morning very stressful.) Finally, after calling and talking to several people (including a supervisor) approximately 5 times the DAY BEFORE the event, they switched our tickets to will call but would not refund the shipping even though it was THEIR ERROR.
Since, I have emailed several more times with no help whatsoever. Below are actual emails:
Sent to Dr. Groove 1/11/06:
"Hello... We were over-charged when we originally bought our tickets. We had will call VIP tickets but were also charged for shipping on top of the service fee. The total charge came to: GROOVE TICKETS, $334.77. We don't think it is right that we were charged ~$35 for basically just the service fee. We would really appreciate your help in this matter."
Sent to Dr. Groove 1/17/06:
"It has been ~1 week and we have still received no response to the below inquiry. We would appreciate your attention to this before contacting our credit card company directly. Thank you."
Returned to me 1/17/06:
"I'm sorry but the Service Fee and Shipping Fee are non-refundable.
This is the break down
Ticket face value: $300.00
Service Fee: $16.82
Shipping Fee: $17.95"
Sent to Dr. Groove 1/17/06:
"I realize that. However, my tickets were will call and I was still charged $17.95 for shipping. This is the issue, not the service fee. Thanks!"
Returned to me 1/17/06:
"First of all, at time you ordered your tickets Will Call option was not available. The Will Call option became available on 12/29/05 and I remember [you] calling us. [You] called us to have the shipping changed to will call and I told him that the Shipping is non-refundable."
Sent to Dr. Groove 1/17/06:
"Honestly, I don't understand why you won't admit that the person on the phone made a mistake when we originally ordered the tickets. There was will-call information posted on your website from the time that the tickets went on sale. However, there was no radio button to select that option when placing the order online (even though will call directions were posted — e.G.'will call tix can be picked up the day before the event from 10am - 3pm' — something like that). Therefore, we called and asked if we could order will call tickets over the phone. The woman who took the order said something along the lines of, 'Sure, no problem.'
As we have said before, will call was the only option for us because we were out of town from the time we ordered the tickets until after new year's. Why would we pay to have tickets shipped to San Francisco if we knew that we weren't going to be there again until AFTER the event? Do you think we are making all of this up for $17.95? Hardly, it's the basic principle behind this whole situation — companies like you who cannot admit your mistakes."
Returned to me 1/17/06:
"Well, I'm the one that was taking care of Giant's shipping option. So I know that the will call option was not available on the date [you] purchased the tickets. Plus I'm the one who talked to [you] after [you] had purchased the ticket through our call center. The Will Call option was posted on 12-29-06. If you have any more questions for me, just give me a call."
I am extremely frustrated and sick of dealing Dr. Groove who obviously does not believe in customer service. Do not risk buying from groove tickets if you can in any way avoid it!
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