Show not as described

[selflove]

We had booked tickets for a show. 5 days in advance we received an email saying the venue was changed to a new venue 15 miles away. Not ideal but fine. 4 days before the show we received an email saying the show start time has changed from 7pm to 5:30pm. This was difficult as it clashed with earlier activities and incurred extra cost, but we made it.

Show time was advertised 75-90 mins. It was 45mins.

I want to complain that the service received was so far removed from what was promised that it represents a breach of contract, but I don't know if there are any trading standards legislations etc that I can quote to back this up - my googling isn't throwing anything up! Can anyone direct me to any good resources about how to get a refund after an event has taken place if it was significantly not as described?

Was there originally meant to be an interval but they ran all through to reduce mingling?

Run times are not usually released until either very close to the run or even afterwards. What sort of show was it?

It was a dance show. Their email said "please note the show will be approx 75-90 mins. Rest assured this is the full show. To minimise movement around the venue we are now running with no interval to reduce mingling, hence the slightly shorter show time".

Then the actual show was only 45 mins, and we were rushed out the theatre after, only to find a queue of people outside for the 7pm show. They had obviously made two show bookings rather than one, so that it was possible to get social distancing done in the new venue, and were running late for ours so cut it short to make sure they could still fit in the second show.

Have you asked them for a refund? Try that first.

There's some info here but atm I think "because virus" covers them for everything.

Here

www.citizensadvice.org.uk/consumer/event-tickets/event-tickets/getting-a-refund-on-an-event-ticket/

Asked for a refund, they said no, and yes basically said "the virus". Their T&Cs say:

"We reserve the right to change the venue, show times, show content, hotel accommodation, inclusive transport methods and running schedules of the show at any time. Changes to our show/s will only be made if it is absolutely necessary and every best effort will be made to inform our customers in good time of any changes made"

So they said tough shit. But those are ridiculous T&C's in the first place. They SIGNIFICANTLY changed what was sold to us, without giving us the chance to withdraw from the contract or obtain a refund prior to the show.

I don't go to events to really know
But those Ts &Cs look pretty comprehensive

Was it expensive? Worth contacting CAB?

£800, so yes, a lot of money. I've been before and it was so worth it. But this time the performers were so substandard it was just an insane difference to what was advertised

@selflove

£800, so yes, a lot of money. I've been before and it was so worth it. But this time the performers were so substandard it was just an insane difference to what was advertised

I'm hoping you went as a group of 40

Seriously, then complain, have a look at the links

But also gird yourself, the company might just shut up shop after taking high fees

HOW MUCH?
That includes a hotel room OP? And gold plated taps and a champagne breakfast? That's not, surely not, just show tickets?

£800 for a dance show! How many of you were there. Ok, I paid that for Hamilton & Elton John but a 45 min dance show!

Jesus, where was this, Vegas?

Did you pay on a UK credit card?

Try asking for a refund first on the basis that the extent of the changes are unreasonable variations from what was originally advertised. I'd focus on the duration of the show since you knew in advance and effectively accepted the change in start time and venue.

If you get nowhere with them then try your credit card company

@Comefromaway

£800 for a dance show! How many of you were there. Ok, I paid that for Hamilton & Elton John but a 45 min dance show!

Well if she was sold a 90 minute dance show with Sylvie Guillem, that still isn't what she got.

I was thinking might not be worth the hassle of a refund but clearly it is.

Name and shame OP - what show was this?
Apart from contacting the credit card company I’d also try complaining to the ticket sellers (if a third party platform) and anyone else remotely involved.
Also raise a stink on social media - Twitter, Facebook, Instagram, everywhere.

If you paid on credit card; a section 75 claim might be worth a shot here.

£800 is a lot of money

I would put your complaint and request for refund in writing

£800!!!!

Gosh. £80 I’d chalk it up, but not £800. Blimey. Sorry, not much help on legalities. I think it would certainly fall under ‘misleading advertising’ if they issued that wording about ‘full show 75-90 minutes’ close to the time of the rescheduled event.

I also suspect social media poor reviews would hurt them and the threat of may get results..,

I'd focus on the duration of the show since you knew in advance and effectively accepted the change in start time and venue.

And yes to this - some disruption to be expected but the assured you separately in rescheduling that the run time was 75-90 minutes so I think the disclaimer should not apply in this scenario. But IANAL.

Look at the Consumer Rights Act 2015. The provision of the show is a service and the 'we can change anything we like' is (potentially) an unfair term.

Blimey what show was this that cost £800? Or was that a type and should be £80 - which is much more understandable.

45 minutes when they've told you 70-90 is a joke. That's not a full show. They should definitely refund you.

£800 yes definitely pursue at least a partial refund or complimentary tickets for a future show once they get their shit together.

Not the same value but I complained recently about an event that became an absolute farce due to lack of organisation and got a full credit towards a future booking, which I was ok with.