Gillian
Literally NO customer service.
Ordered tickets. Needed to change something. Information on the help website said I needed to contact "customer service." There is literally no customer service, just a chatbot that CANNOT help you, has a fixed chat routine that ends with we will get back to you, we prioritize order of response by time of your show. They got back to me eight days after the show. Unless this is the kind of customer service you are hoping for, use any other company but this one. Updating given the response below (quoted here): "Please note that we always try to prioritise enquiries from customers with tickets to events that are most time-sensitive based on their performance date...Rest assured that if you have gotten in touch via our Chat then our team will get back to you.. to provide reassurance and assist you with your query." The Chatbot gave me FALSE reassurance that I would hear back before the show. The text of this email sent EIGHT DAYS AFTER THE PERFORMANCE was casual in tone: "I'll be helping you with your query. I'm sorry that we weren't able to get back to your query prior to the performance time. If your guest wasn't able to attend the performance, please let me know." This is not prioritizing things based on the timing of the show, nor is it prioritizing customer service. In fact, it is gross disrespect of the customer experience and is inexcusable.
Response from New York Theatre GuideOct 10, 2024
Hello Gillian, Thank you for taking the time to share your feedback. We are sorry to hear of your frustrations with our service and the experience you have had. We try to make it as easy as possible for our customers to chat with us about their issue as we are able to help our customers faster this way. In fact, many common issues have been automated so that your issue can be solved instantly, any time of day. Please note that we always try to prioritise enquiries from customers with tickets to events that are most time-sensitive based on their performance date because we know these are often the most urgent enquiries. Rest assured that if you have gotten in touch via our Chat then our team will get back to you, if they haven't already done so, to provide reassurance and assist you with your query. Taking a look, we can see our team have offered a gesture of goodwill as an apology but have sadly not heard back from you. Should there be anything else we can assist with then please do not hesitate to reach back out. Best Regards, The Customer Experience Team