Fandango - Bait-and-switch; 2-hour window scam
Update by user May 26, 2016
Wells Fargo agreed with me on this issue and refused payment to Fandango. Thank you, Wells Fargo!
Original review posted by user Jan 02, 2016
I googled "Fremont Good Dinosaur" from my phone and I clicked the topmost link. I saw the movie times and purchased 3 tickets (2 adults and one child-- our 4 year old) for the next playing movie which was in an hour of the purchase. On the receipt it showed that I had purchased Concussion (a PG-13 movie). I went back to the website to see about switching the ticket or getting a refund. I could do neither! I called and after 10 minutes into waiting, I also tried the on-line chat. After 27 minutes (the phone) the live chat picked up, so I hung up the phone and tried to reason with the representative. There was no reasoning with them! It is unbelievable that you can purchase a movie within the 2 hours, but cannot get a refund or easily switch movies. (By the way, Good Dinosaur was NOT even playing in Fremont!!!!)
Here is the transaction of the live chat:
Ryoka: Thank you for contacting Fandango Customer Support. My name is Ryoka. How may I assist you today?
Janelle Moreno: Hello. I purchased the wrong movie. Could you please refund my money or transfer my money for the purchase of tickets for the movie I really want to see?
Ryoka: I would be happy to assist you with this.
Janelle Moreno: Thank you.
Ryoka: Purchases made on Fandango.com are only eligible for a refund or an exchange 2 hours or more before show time. Once we are beyond that 2 hour window, we are unable to process any kind of refund or exchange for Fandango credit.
Janelle Moreno: I googled "fremont good dinosaur" and it brought me to your webpage. On my phone, it was not clear that I was purchasing any other movie than Good Dinosaur.
Janelle Moreno: This seems like a "bait and switch" scam
Ryoka: In addition to that our system does not allow for us to change any purchase detail once an order is completed.
Janelle Moreno: Fremont is not playing Good Dinosaur!
Janelle Moreno: Then a full refund, please.
Ryoka: I am not able to provide you with such once the 2 hours beforeshow window has passed.
Janelle Moreno: and yet I can purchase a ticket in that 2 hour????
Janelle Moreno: I demand a refund.
Janelle Moreno: I will have to put a call in to my bank, then
Ryoka: I apologize for any frustration this causes you, but we cannot offer a refund or Fandango credit less than 2 hours before the show time. If you would like to view our refund policy in full, please visit the following page:
Janelle Moreno: And add my bad review to all of the others you have against you.
Ryoka: I understand how you may feel about this however, you are within your right to do so.
Janelle Moreno: I just purchased the ticket, and on the receipt read what movie it was and then I IMMEDIATE tried to get ahold of you
Janelle Moreno: there must be some other recourse
Ryoka: I understand this may not be what you want to hear, but I am obligated to provide the best information for future purchase decisions.
Janelle Moreno: No, you do not understand
Janelle Moreno: a full refund please. ]
Ryoka: Though I understand your position and I appreciate the effort you have put forth to clarify for me, I am still unable to grant your request. Fandango endeavors to give our customers the best experience we can, but we are not always able to grant every request.
Janelle Moreno: this is not "the best experience"
Janelle Moreno: this was my 1st time using your service
Janelle Moreno: "bait and switch" is illegal
Janelle Moreno: selling tickets within the 2 hours and not fixing a problem because it falls inside of that 2 hours is crooked
Janelle Moreno: is there a manager I can speak with????
Ryoka: I apologize for any inconvenience this may have caused you, however, I have provided you with the best information
Janelle Moreno: who can aurthorize this?
Janelle Moreno: is there a manager there or somebody who can authorize this?
Ryoka: I can always check to see if a manager is available to speak with you but I can guarantee you that you will be provided with the same response as no one is able to override policy.
Janelle Moreno: unbelievable.
Janelle Moreno: well, I'll just look into filing a class action lawsuit.
Janelle Moreno: thank you for ...
Ryoka: You are are within your right to do so.
Janelle Moreno: wow
Ryoka: Thank you for making Fandango your choice for online movie tickets. Have a great day!
Ryoka has disconnected.
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Reviewer is in unhappy mood. janellerenee.usa stated that there is a room for improvement of refund policy and bait-and-switch from google search engine. Please immediately contact the author of this review to discuss order processing issue of fandango customer care and associated monetary loss in the amount of $37. Fandango needs to issue a full refund according to poster's claims.