About three weeks ago I went to use my Fandango Bucks that I had gotten from a family member for my birthday. Thats one of their forms of a online gift certificate to use to purchase movie tickets for one of your local theatres. Anyway, I go thru the process of picking my theatre, the movie and time I want to see it and then "get tickets".. I put in my fandango Bucks code to pay for them and the page freezes. I refresh and my order was complete and went to a paige that says to either print this page or write down your confirmation number and take with you to the theatre. So I print it out and look at it and notice the times had changed? I thought that was strange so looked closed and somehow not only did the time change but the entire theatre as well. To make it even worse the theatre was now located in Dayton OH rather than my theatre located here where I live in Warrensburg MO. I immediately called into customer support an after waiting on hold for about 47 minutes someone named Robert I believe answered the phone. I explained to him what just happened and he right off got very defensive and started telling me there was nothing he could do because there are no refunds! I didnt even feel like arguing with him so I hung up and called back.
Another 40 minutes this time and I talk to Charles I think? He is very nice and a lot better attitude and stated he cannot offer a refund himself but would send it to the people that needed to issue it and it would take about a week to ten days but I will get an email with new Fandango Codes to use for my next ticket purchase. I was not happy about that but said OK at least I was getting my refund.
Well three weeks go by and no email so two days ago I call in again and this time I get another very pleasant person named Joseph and explain it to him again what happened and he clearly stated he see's that a refund was going to be issued for me on that day later in the afternoon. I thanked him because I was wanting to use the Fandango Bucks refund to some more tickets later in the week. He assured me I would have my refund in just a few hours.
Now today (another two days later) still no email with my new codes so again I call in but did only have to wait online for about 20 minutes today. Guess who answers? First guy that I talked to about this when it first happened and he started telling me again there is no refund and that they will not offer a refund of any kind because I didnt turn around and re-purchase the tickets a second time and now says he told me this the first day this happened? I told him he was mistaken and thats when he came right out and called me a liar and that he remembers speaking to me about it. He told me to go ahead and dispute it with the credit card company and hung the phone up on me. First, how was I going to re-purchase the tickets for that movie/time when I had just spent an hour and a half on the phone waiting to speak to customer service about what just happened with my tickets/their web site? Second this person NEVER told me I had to re-purchase anything to get my refund and to be honest what would happen if it did the same thing to me again? I would understand if I ordered tickets and just decided I didnt or couldnt go but this was a problem with their site not anything I did? I know it does no good to file BBB complaints and such but I came here first and I will post my complaint about them on every site I can just so others will know that if the site messes up and gives you tickets for a theatre in some other state dont even bother calling in to ask for help just call your credit card company and dispute!
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