New York Theatre GuideReviews of newyorktheatreguide.com

Response from New York Theatre GuideOct 29, 2024

Hello Alison, Thank you for taking the time to share your feedback. We are sorry to hear of the issues with your ticket delivery and apologise for any frustrations or inconvenience you experienced. Please note that we are unable to offer dedicated or one-to-one priority support via Trustpilot. Rest assured that if you have gotten in touch via our Chat, our team will get back to you to provide reassurance and assist you with your query. We did reach out to you to request some more information so we could take a further look into what transpired but, sadly, did not hear back from you. In the unlikely event your tickets don't arrive as expected please reach out to our Customer Experience Team who will be able to assist. As a last resort, rest assured that the box office at the venue has a record of all orders, so they can assist you on-site using your name. We trust that your query has now been resolved, however, should there be anything else we can assist with then please let us know. We also kindly ask that you reach out to our Customer Experience Team so we can address the concerns around your payment. Best Regards, The New York Theatre Guide Team

Response from New York Theatre GuideOct 25, 2024

Hey Jen, We are sorry that you were not happy with your purchase. New York Theatre Guide is an official ticketing partner of Broadway theatres and beyond, but we are not a ticket reselling site. When you purchase Ticket Protection with your order, you can cancel your order up to 24 hours before the show for a full voucher of your order - which is shown at checkout before purchase. Please do not hesitate to reach out to our Customer Experience team via our help center if you need any further assistance. The Customer Experience Team

Response from New York Theatre GuideOct 29, 2024

Hello Meryl, Thank you kindly for taking the time to share your thoughts and feedback on your recent theatre trip. Although we don’t have any influence over the creation of the show itself, we're always keen to hear what our customers think of the shows we are selling. For that reason we’ve partnered with ‘Show-Score’, an independent theatre reviews platform, to connect audiences in New York with shows they’ll love. Their platform is built entirely upon honest, informative feedback from passionate theatre-goers such as yourself, and we feel your review would greatly benefit audiences looking to discover the right shows for them. You can share your feedback on this show, and any others you’ve seen over at https://www.show-score.com If you have any feedback about our service or interactions with our Customer Experience Team, then we would love if these could be shared here through Trustpilot! We hope that you'll soon return and find a show that you love. Best Regards, The New York Theatre Guide Team

Response from New York Theatre GuideSep 30, 2024

Hello Jackie, Thank you kindly for taking the time to share your thoughts and feedback on your recent theatre experience. Although we don’t don't have any influence over the creation of the show itself, we're always keen to hear what our customers think of the shows we are selling. For that reason we’ve partnered with ‘Show-Score’, an independent theatre reviews platform, to connect audiences in New York City with shows they’ll love. Their platform is built entirely upon honest, informative feedback from passionate theatre-goers such as yourself, and we feel your review would greatly benefit audiences looking to discover the right shows for them. You can share your feedback on this show, and any others you’ve seen over at https://www.show-score.com Should you have any feedback relating to your experience with one of our team or around the services we offer then we’d love if that can be shared here through TrustPilot! Thank you once again for your review, we hope that you'll soon return and find a show that you love! Best Regards, The Customer Experience Team

Response from New York Theatre GuideSep 30, 2024

Hello Katrina, Thank you kindly for taking the time to share your thoughts and feedback on 'Stereophonic on Broadway' Although we don’t don't have any influence over the creation of the show itself, we're always keen to hear what our customers think of the shows we are selling. For that reason we’ve partnered with ‘Show-Score’, an independent theatre reviews platform, to connect audiences in New York City with shows they’ll love. Their platform is built entirely upon honest, informative feedback from passionate theatre-goers such as yourself, and we feel your review would greatly benefit audiences looking to discover the right shows for them. You can share your feedback on 'Stereophonic on Broadway', and any others you’ve seen, over at https://www.show-score.com Should you have any feedback relating to your experience with one of our team or around the services we offer then we’d love if that can be shared here through TrustPilot! Thank you once again for your review, we hope that you'll soon return and find a show that you love! Best Regards, The Customer Experience Team

Response from New York Theatre GuideAug 22, 2024

Hello Avie, Thank you for taking the time to share your feedback about our service. We are sorry to hear that you had trouble getting in touch with us and apologise for any inconvenience caused when trying to redeem your Ticket Protection. We can see that our team have taken a look into the issue you were experiencing and identified an isolated issue with the link you were provided. We have since taken steps to address this and ensure this does not happen again and want to reassure you that Ticket Protection truly is 'no questions asked'. We also have since made some changes to address recent comments about making it clearer how to start a conversation with our team. Customers looking to get in touch with us should head over to https://www.newyorktheatreguide.com/support and click the blue 'Contact Us' in the bottom right, followed by the 'Start a Conversation' option. From there, our support assistant will ask a few questions about your query before handing you over to our agent queue. Please note that our team prioritises inquiries for events that are most time-sensitive based on their performance date. If your event is further out, rest assured, we're on it and will be giving your request the attention it deserves as soon as possible. As you have been in touch with us privately, should you have any additional concerns or questions please do not hesitate to let our team know who will be happy to assist. Best Regards, The Customer Experience Team

Response from New York Theatre GuideAug 4, 2024

Hello Eric, Thank you for taking the time to share your feedback. We are sorry to hear you are having difficulty in reaching us for support. We want to assure you that our team are always happy to try and help with any request as best as they reasonably can and within our remit. We most certainly do not want anyone to have the impression that we are unsupportive or uncontactable once a booking has been made as that is absolutely not the case. Customers can find answers to common queries, as well as get in touch with our Customer Experience team via the 'Help & Support' page (linked at the bottom of every page on our website). You can also copy this link into your browser - https://www.newyorktheatreguide.com/support From there, pressing the 'Contact Us' icon in the bottom right will initiate a support request. To help us get to you as quickly as possible, you'll be asked a few questions about your query, such as order details and how we can help, as well as being given the chance to include any information that would be useful for our team to know. Please note that we always try to prioritise inquiries for events that are most time-sensitive based on their performance date because we know these are often the most urgent inquiries, so, if your performance is further out please know that we are on the case and will be in touch as soon as possible! Regarding cancellations, while bookings are considered 'final sale', we have introduced features exclusively for our customers such as Ticket Protection, which gives you the flexibility to cancel a booking up to 24 hours prior to your performance. There are no questions asked, and, if added, you'll be able to redeem the protection yourself any time of day without needing to speak to a member of our team. With that in mind, we haven't been able to find any contact from yourself so have requested more information about your booking. Once we have this, our team will be able to take a look and see whether anything can be done to help resolve your issue for you. We hope this helps to clear things up for you and reassure you. We also look forward to hearing back from you soon with the additional information requested. As always, if there is anything else whatsoever then please do not hesitate to get in touch. Best Regards, The Customer Experience Team ---------------------- Edit: We have since received additional information and have sent an email to the email address you provided as we require authorisation from yourself before we can proceeding with the suggested actions. We look forward to hearing from you soon.

Response from New York Theatre GuideJul 29, 2024

Hello Agnes, Thank you for your review, we are sorry to see that you are unhappy with your experience and that you feel you have been scammed. I can confirm that your production was cancelled close to curtain, we sincerely apologise for that. The quickest way to refund all customers is to issue a voucher, as your show was cancelled on the day, we issued you a voucher worth 110% of your order as an apology. As you reached out to us on July 19th to request a refund of your voucher, we refunded your payment method immediately and that should have already cleared in your account. We apologise for any inconvenience caused. Kind Regards, The Customer Experience Team