Fandango

Paid for two movie tickets through the Fandango website . The movie was playing at TLC Chinese theater.

Unbeknownst to me and my BF, there was not one but 3 events going on at the Dolby theater next door (which uses the same parking structure as the Chinese Theater) we had NO access to escalators going up to get the the theater , no access to any elevators either. They were all going down. There were swarms of people leaving the event(s) so I guess parking structure management opted to have the escalators and elevators all going down to facilitate the patrons after the event(s). I saw no visible stair access either.

We got there 5 minutes before the showtime , which usually we have no issues with. There was so much chaos we decided to go back home after spending well Ive 5 minutes to access an elevator . The parking is underground so no Internet access either, which meant I could not cancel my ticket to the movie . Had I know these events were talking place next door to the movie theater, I wouldnt have bothered to purchase tickets.

Anyway, once I gain access to the site again (20 minutes after we get there and exit the structure ) I go to fandango to get a refund and the screen says can not issue refund as the movie has already started , umm, excuse me but we all know there are previews before movies and the actual movie doesnt start until 10-15 mins after the posted showtime/previews. I then call Fandangos customer service line and both customer service agents who answered, were basically useless. They kept regurgitating the same Im sorry, we understand verbiage over and over. They told me I had to call the theater myself and have the theater contact them to inform them that we can not access their venue.

Excuse me , but that is not my job. Thats your job as a customer service rep. Its also not my fault that the parking structure has horrible escalator and elevator access and made it basically impossible for us to use them. Not my fault there is no internet access available in under ground parking structure and not my fault there were 3 chaotic events taking place next door at the Dolby theater or whatever theater is next to the Chinese theater .

Basically I spent close to 40 dollars on two movie tickets for nothing. The agent actually questioned me as to why I didnt cancel my order half an hour before the movie started. Excuse me sir, but I just explained to you that we knew nothing about the events taking place and had no access to escalator or elevators as all of them were being used by the patrons leaving the play to whatever event was going on . Had I seen stair access, I wouldve used it .

So In other words not their problem, my problem. Oh well. Im SOL.

Last time I used their horrible site . Ill make sure to tell others to stay clear of them and their horrible customer service too.

When I got to the theater, the ticket I purchased was not on my phone app. The manager tried to verify my purchase but was unable and I could not enter the movie.

I talked to two people at Fandango on the phone and they both said it was my fault for not calling them before the movie started. I asked them both several times just to make sure there was no misunderstanding and yes, they did indeed believe it was my fault. It was not. It was their fault for not sending me the ticket on my iphone.

The theater manager went on to tell me "this happens all the time with Fandango, they are the worst". Agreed.

This is the second time I have had this problem with purchasing tickets from Fandango for the movie theatre I wanted. Apparently, if the movie isnt available on the day where you want to see it, it will switch to another local theatre that it is playing at.

The last time I ate the cost. This time it was minimal and I asked for a credit so I could see the movie next time it was available at my theatre of choice. Chat AND live CS wouldnt allow a credit due to policy. Well, I have solely used Fandango to buy tix for the past 8 years and they have now lost my business due to a petty amount they refused to refund because they refuse to acknowledge that their app was very likely the problem.

They offer $5 off tix every time you buy them so it shouldnt have been a hardship for them to give a $52 credit (not a refund) to this very loyal customer over this ambiguous problem.

Petty, inflexible, greedy corporation. You may not care but youll be losing a lot of money from this long-time movie theatre loving patron and your now ex-customer.