ComplaintsforGalaxy Con LLC

• Initial Complaint

  09/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid ***** for a celebrity photo op. I arrived 2 hours early as was instructed. I waited in line two hours and was denied a photo due to "the celebrities time being up"I was told to wait in another atrociously long line to talk to management for a refund, but I had to pick up my kids and did not have time to wait in another line.

  Business response

  09/13/2023

  Hello *****,

  Your Photo Op was refunded as requested due to missing the scheduled time for the Talent appearance. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attended GalaxyCon ******* on Saturday, July 29th, 2023. For this event, I purchased multiple photo ops with various guest celebrities. The photo op scheduling and process was mismanaged due to the sheer number of guest celebrities and attendees, to the extent that any patron purchasing multiple photo ops ran the risk of missing one if they were in line for another, even if there was a fair amount of time between those scheduled. Most of these photo ops were placed up for sale before any time or schedules were up, giving anyone pre-ordering the indication that purchasing multiple photo ops would not be a problem due to any cross-scheduling or time delays. This was not to be the case.I had a photo op scheduled with guest celebrity *********************************, and a subsequent one scheduled with *********************** for 20 minutes later. While I was waiting in line for the first photo op, the second photo op had already finished and concluded. I could not the line I was in for the earlier photo op for fear of missing that one, and was forced into a choice of only being able to attend one of the two photo ops I had already paid for, and of which GalaxyCon has a no refund policy, even if my inability to enjoy the service I paid for was due to their scheduling and mismanagement. At one point while in line for the first op, I did attempt to flag down an employee to discuss my dilemma, only for them to walk past and ignore me. I should also mention that this same scenario happened earlier in the day when I almost lost my ******************* photo op while getting my *************************** photo op, but one of the employees was able to hold ************** so I could get that one.I sent an email to GalaxyCon after the event requesting a refund for the photo op I could not redeem due to their scheduling. Their autoreply message said to wait for 8/2/23 for a response. It is now 8/7/23 with no response, and I expect they will lean on their no refund policy to not make me whole even if the issue was on their end

  Business response

  09/13/2023

  Hello *****,

  Your Photo Op was refunded due to missing the scheduled time with the Talent. We see you purchased 7 Photo Ops for the same day. In the future if the schedule overlaps, as some Talent's have Photo Ops at the same time, we are able to exchange Photo Ops to different sessions times if available or days for you. 

  Customer response

  09/13/2023

   
  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,
  
  *****************************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pre-paid for an autographed poster of four actors in March of 2022. The company says on their website it can be 6-8 weeks per autograph. This means the poster and transaction should have been completed no later than December 17, 2022. I contacted the company multiple times and they will not give me an idea of when the poster will be available. Its been over 9 months, the organization did not fulfill their part of the agreement, and they are not able to tell me when I can expect to get what I paid for. They have taken $362 from me over 9 months ago and are essentially stringing me along as long as they want to. This transaction agreement was not an open-ended arrangement (i.e. they get it to me when they get it to me). There has to be some limit. Is 3 months past the deadline acceptable? 6 months? 2 years? I have asked them for a refund and they have denied my request. I will ask my credit card company to investigate this transaction as a possible fraud case. I would rather settle this directly through the company, but they have been unwilling. Thank you.

  Business response

  12/28/2022

  The customer is over exaggerating the situation.  As we have advised him it is 6-8 weeks per talent to sign these items.  3 of the 4 have completed the signing and we are waiting on the last.  As we advised ************** earlier this week that the final signing was slightly delayed due to her being in production and then 2 major holidays we just had (Thanksgiving and Christmas).  We advised the customer that we were working with her agent to get these items completed and returned to us as quickly as possible, but we could not give an exact date at this time because we do not have a specific date yet.  We are being upfront and honest with him instead of making up a date and pushing it back if it is not completed.  At this time we have decided we will part ways with this customer and his order has been cancelled.  We request he refrains from placing any future orders with us moving forward.

  Customer response

  12/28/2022

   
  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,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩