Reasons why I Love All Access sucks, and I will never waste my hard-earned dollars with them again:
#1 - Their customer service is complete garbage.
#2 - Their hosts are incompetent liars.
As evidenced by the below - don't waste your money with these clowns!
Sent: Thursday, August 11 12:18 PM
To: '[email protected]'
Subject: RE: Complaint regarding NKOTBSB - Calgary - July 13th
To whomever wrote the absolutely inaccurate response below,
I have reviewed my phone records, and your host is 100% inaccurate in saying I did not call him until 6:00pm. I have my phone records for July 13th, and I made calls to Thomas at 5:25pm when we arrived. I was told at this time that someone would come down to get us. This did not happen
and we made two further calls at 5:32pm and 5:42pm. If you would like to see evidence of this, I am happy to provide it. I acknowledge that we arrived 10 minutes late at 5:25pm, however is this really good reason to not make the effort to ensure your customers get the experience they expect? All someone had to do was say, Were in the Saddledome Restaurant, come up the elevator. But I guess that was too difficult for you?
We did not arrive at the Saddledome Restaurant until 6:00pm because Thomas would not either come downstairs to gather us when we first called at 5:25pm NOR would he tell us where the event was being held so we could go up with security. Security would not admit us without tickets but your staff had the tickets, and would not allow us to come and collect them, nor would they come to the lobby to give them to us. A bit of a Catch 22 there isnt it?!?! All of which could have been avoided if he just came to get us or directed us to the restaurant when we first arrived at 5:25pm.instead he kept us waiting for 35 minutes before one of the Saddledome staff (not your staff!)
finally was kind enough to tell us where the event was being held and took us there after we told them your staff would not collect us or give us our concert tickets.
Bottom line is your host saying I did not arrive until 45 minutes after the time I scheduled with him is
completely false. Your staff displayed a total lack of regard for me as a paying customer, were lazy and disrespectful, and refused to go above and beyond to make sure people got the experience they paid for. Your response below is just further evidence of your companys total lack of
customer service and respect for your clients. I will never purchase a package from you again, and I will make damn sure that no one in my network wastes their money either.
Thank-you SO much for your reply! Perhaps Ill get your rebuttal to the above in another month I
wont hold my breath though.
From: [email protected] [mailto: [email protected]]
Sent: Thursday, August 11 12:43 AM
Subject: RE: Complaint regarding NKOTBSB - Calgary - July 13th
We have checked with our hosts, and they reported that you arrived at 6:00 P.M. Thomas instructed you to arrive at 5:15 P.M. And reported he did not receive a further call from you until 6:00 P.M.By the time you arrived, they were finishing the final 5* group (in fact, they had not just gone in, but were actually walking out of the meet and greet) and could not accommodate you.
We also don't know why you assumed your tickets would be at Will Call when the instructions for pick-up were clear in the itinerary e-mail. Venue security and staff would not know about ILAA ticketing for the 5-stars unless there was an arrangement well ahead of time to pick up the packages at Will Call. Additionally, you could have called our office to locate your hosts if you were unable to reach them.
Your call time was for 4:00 P.M. We set that time for many good reasons, including the fact that the
hosts have a lot of VIPs to move through the pre-show events and the New Kids are only available for a limited time. If you are unable to make that call time due to a business commitment, we do what we can to accommodate, but our parameters are limited by the duration and schedule
of the pre-show period.
Thank you.
YOUR I LOVE ALL ACCESS TEAM
www.iloveallaccess.com
Sent: Fri 7/15 12:20 PM
To: [email protected]
Subject: Complaint regarding NKOTBSB - Calgary - July 13th
Good afternoon,
I attended NKOTBSB on Wednesday evening in Calgary, and would like to share some feedback regarding my experience. While I was very happy with the location of my seats, I was incredibly disappointed by the treatment I received from your staff.
I purchased 2-5 star packages for floor seats and the NKOTB meet and greet at a price of $400 each.
Given that its Stampede week in Calgary and I work in Business Development, I had a number of client commitments during the week, including an afternoon at the rodeo with my clients on
Wednesday. We were asked to be at the meet and greet at 4pm, however I knew I would be entertaining clients until at least 5pm. I contacted my host Thomas, and let him know I would not be able to arrive at 4pm and asked what my other options were. He told me to arrive by 5:15pm, that
the meet and greet went until 6:30pm, and that someone would be waiting for us at the main level of the Saddledome. He also said he would put us in a group at the end of the meet and greet.
I arrived at 5:15pm to find no one waiting in the lobby, and Thomas did not answer his phone the first time I called. My sister and I went to Will Call to see if our tickets were there, and were directed to the Concierge desk. When we went there, the tickets were not waiting and the Saddledome
staff did not have any information on how we could get to the meet and greet on time. I called Thomas again this time he answered and I was told someone would come down right away to collect us. Another 15 minutes went by, and no one showed up. I called again to ask where the
meet and greet was being held, was told it started and I had to wait until the end (another 45 minutes away) to collect my tickets. I said Iwas not going to do that please let me know where the meet and greet is, and well have someone from the Saddledome escort us.
Saddledome security was kind enough to escort us to the Saddledome Restaurant. We were told by another host that our group may have not gone in yet, so find the other host Anna to confirm.By the time I found her, our group had just gone in and she would not let us join them, even though they had only just walked in and were starting to have photos taken.
I was incredibly disappointed by the lack of customer service and accommodation by your hosts, especially given the cost I paid for the tickets. Had Thomas either sent someone down immediately upon our arrival, or advised us to come to the Saddledome Restaurant right away, we would have been able to join our group for the meet and greet, and all of this would be a non-issue. Further to that, Anna could have been more accommodating, and let us in while our group was having their
photos taken. However, both were incredibly rude and clearly had a I could care less attitude, and made no effort to help us out and ensure we received the full benefits of the package we paid for. I had explained my other commitments and situation to Thomas prior to the event I unfortunately cannot abandon my clients to sit and wait for 2 hours at another party.
Further to that, there was absolutely zero coordination between your hosts, and the ticket and security staff at the Saddledome. People pay a lot of money for VIP treatment, and I expect to be treated like a priority by your hosts in return. Saddledome staff should have been made aware of those who were arriving late, and know where to direct us so we get the full benefits of the
event that we paid for. Most of the staff did not even know who I Love All Access was, or that there was an event going on in the restaurant.
I would like to speak with your management immediately regarding what your organization is prepared to do to make up for this disappointing experience. I would expect to receive tickets for another upcoming event in Calgary in return for the poor customer service I received from your hosts.
My contact details are below please call me ASAP to discuss this further.
Thank-you for your prompt attention to this matter.
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