ComplaintsforSuperfan Live Inc

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There is an upcoming concert event called Knotfest, which is scheduled to take place in **********, **** on 09/21/24. I purchased a merchandise add-on package for this event through Ticketmasters website. The merchandise package is called Knotfest Essentials Kit, and the company that appears to have actually sold this merchandise package is called Superfan Live, **** They use a website address of ***************************** merchandise package was described as a VIP upgrade which would include special items only available through purchasing this package. The cost of this package was $90. Consumers were not told up front what merchandise items would be offered to them, only that it was a so-called mystery package and they would get to choose two items at a later, unspecified, date.I received an email yesterday with a link to a website where I could choose my two items by using redemption tokens. As it turns out there are only four items I can choose from, one of which was already included in the merchandise package, with all four being of little to no monetary value.I feel this company, Superfan Live, ****, as well as Ticketmaster knowingly and willfully deceived me by not being up front in telling me what merchandise I would be receiving for my $90. I feel it fraudulent that they are offering me merchandise options that are nowhere near a $90 price point.I can show you email correspondence Ive had with a (unnamed) customer service representative from **********************, **** As well as images and a URL showing the limited selection and unreasonably priced merchandise they are offering me. I can forward you my purchase receipt from Ticketmaster as well.I hope that you can assist me in getting a full refund from this company and/or Ticketmaster. Thanks for any help you can provide me. Please let me know what information youd like for me to provide you with.

  Business response

  08/20/2024

  To whom it may concern,

  Subject: Response to Complaint #********

  We are writing in response to Complaint #******** regarding his recent experience with our company. We sincerely apologize for any inconvenience the customer has experienced.
  

  At **********************, we strive to provide excellent service and satisfaction to all of our customers. We regret that the customer was not fully satisfied with the product selection that he was offered as part of the Knotfest Essentials Kit. Upon learning of the customer's dissatisfaction, as per the customer's request, we processed a full refund of $90.00 to his original payment method. The refund was initiated on August 16, 2024, and the customer should receive the funds within 5-7 business days.

  We would like it noted that there was consistent and prompt communication between the customer and our team to provide information at his request, including a response to his demand for refund. We have since reached out to confirm the refund and to offer any further assistance he may need. While we regret that the situation led to a refund, we respect the customers decision and are committed to improving our services based on his feedback. Additionally, we would also like it to be noted that we have not received any negative feedback regarding this same package from any other customers.

  We value the opportunity to address any concerns raised by our customers and are always open to finding amicable solutions. If there are any additional questions or if further information is needed, please feel free to contact me directly.

  Thank you for bringing this matter to our attention.

  Customer response

  08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

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