Complaint Review: Fandango - Internet

Fandango is a movie ticket service to but tickets i nadvance of going to the theater.  Wroks ok most of the time. But if there system screws up, its YOUR PROBLEM. They DO NOT have customer service.  IF you want ot reach them with a problem- NO PHONE, NO EMAIL, just chat- that you will sit online for 45 minutes and get disconnected!!! 

I live by a theater called Deer Park in NW Chicago.  I opened my Fandango account online where I have bought tickets before for the same theater.  Fandango know your location and has your zip code your profile. The listing only shows Deer Park- not the address.  I bought two tickets and went to the theater a couple hours later only to find out they were for a theater in NY called Deer Park!!  It took the ticket agents at my theater 20 minutes to figure this out and they are i nthe business.  Now, to fandango's credit, the address of the thater is in a 3 font under the larger name of the theater.  If I had my microscope I could have seen it.  This still does not excuse their system from screwing up.

Conveniently, they have a 2 hour refund policy to get any chance of recovery.  They clearly know that once you are at the theater, you have no window- especially with a 45 minute window of chat only option.  Her is my chat conversation for fandango so-called customer service: (she almost disconnected me after waiting since I didnt respond immediately)

Leonette: Thank you for contacting Fandango Customer Support. My name is Leonette. How may I assist you today?

Leonette: Are you there Timothy?

Tim Kelley: I bought tickets last Friday night and went to the theater to find out it was for a Deer Park theater in NY.  I dont know how that happened, but then I tried to reach fandango and was cut off from the chat after waiting 45 minutes.  

Tim Kelley: I need a refund from confirmation 230901051

Leonette: I'd be happy to assist.

Tim Kelley: I live by Deer Park theater in NW Chicago.

Leonette: Thank you for that information Timothy.

Leonette: The window for refunds/exchanges is 2 hours or more prior to the start of the show. Timothy, after reviewing your purchase, we are unable to provide you with a refund in this instance, as the time of contact being that the movie has already been shown would mean that we cannot refund the tickets. I must apologize about any inconvenience caused.

Tim Kelley: This was an error with the fandango system, and I was at the thater when it was discovered.

Tim Kelley: I understand the refund policy for changing a ticket or cencelling, but this is not the problem.

Leonette: I apologize for any frustration this causes you, but we cannot offer a refund or Fandango credit less than 2 hours before the show time. If you would like to view our refund policy in full, please visit the following page:

 http://www.fandango.com/refunds

Leonette: Timothy, we do provide you with 2 separate screens top carefully review your order, before completing it.

Tim Kelley: The problem is not the policy but the location sensing technology and zip code input that screwed up by the same named theater.  

Leonette: The system does not have the ability to change the details of your order.

Tim Kelley: If I see Deer Park theater where I have bought Fandango tickets before, the nit looks fine.

Tim Kelley: At the very least, I should receive fandango credit.

Leonette: Though I understand your position and I appreciate the effort you have put forth to clarify for me, I am still unable to grant your request. Fandango endeavors to give our customers the best experience we can, but we are not always able to grant every request.

ABOSLUTLY THE WORST RESPONSE I HVE EVER HAD. DO NOT USE FANDANGO IF YOU DONT WANT TO LOSE YOUR TICKETS, TIME, MONEY and your MIND!!!