ComplaintsforDiva Royale

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/21/24, I purchased tickets to a drag show for a large group of young women taking place on 9/28/24. On the main page of the website (*********************************************************) it states that they have 7PM shows on Fridays and Saturdays at ************************************************************. It does state that all sales are final and venues and show times are subject to change. My interpretation of that was that in the event of any major issues, such as fire, natural disaster, the venue could be changed. As soon as I purchased the tickets, the confirmation stated the show would be held in *********, **. I immediately contacted customer service to clarify where the venue was. They stated that I would know by Wednesday, 9/25/24, where the event would be and that the venue is selected based on ticket sales. No where on the website does it state that there is an alternate venue based on tickets sales. If that had been made clear on the website, I would not have purchased the tickets. I find this lack of clear information extremely unprofessional and a scam. Additionally, the new venue we would have to travel to is in an unsafe and unfamiliar area for a group young women. We will not be attending the show because of that reason and the other location of the show should be clearly noted on the website so others do not have the same issue.

  Business response

  10/03/2024

  Thank you for your feedback regarding your recent ticket purchase for the drag show. We truly value our customers and aim to provide clear information about our events.

  I would like to clarify that our policy regarding venue changes is prominently displayed on our ticketing page, stating that "locations are subject to change." This information is intended to ensure our customers are fully informed prior to making a purchase. Furthermore, the ticketing process includes a mandatory acknowledgment where customers must click to agree to this policy, reinforcing that they understand the potential for venue changes.

  Upon confirming the new venue in *********, we immediately sent you the updated tickets with the new address. Additionally, we made multiple attempts to contact you via text to ensure you were aware of the change and to address any concerns you may have had.

  While we understand your concerns about the new venue, please note that our decision to change locations is based on ticket sales and is made to enhance the overall experience for attendees. We strive to select venues that are accessible and safe for all our guests.

  We appreciate your input regarding clearer communication and will certainly consider it as we continually strive to improve our services. If you have any further questions or if theres anything else we can assist you with, please feel free to reach out.

  Best regards,

  Diva Royale

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Although the business aims to provide clear information about the events this is absolutely not what ************* stated on the main page of the website, the venue is located in **********,**. As soon as I purchased the tickets, the confirmation I received stated a different address. This means the venue was not changed due to a conflict but rather the location of the event. If the Pawtucket, ** location was clearly stated on the website I would not have purchased the tickets. I purchased tickets to a show in **********, **. This is a misleading and deceitful business practice to list the venue as one location and the venue immediately changing upon purchasing. If the primary location of the show is in *********, **, that should be clearly stated on the website and disclosed that if there are enough tickets sold then the event will be held in **********, **. We did not attend the show as it was not located at the venue tickets were purchased to. I'm requesting a refund and am dissatisfied with this business's response, lack of transparency and customer service and customers' safety.  

   

    

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

  Business response

  10/16/2024

  Our policy about changing venues is clearly stated on our ticketing page and on the policy agreed by the customer prior to booking. 

  Furthermore, the customer is disputing the charge with her bank and we'll respond further there.

  Customer response

  10/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The address provided on the website is that the venue location is **********, **. The venue changed immediately after booking showing the primary venue is not **********, **. Listing a larger city as the location is deceitful and misleading. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Tickets for their Red velvet burlesque show in ********* ******** were purchased on 6/12/23. I purchased a VIP table for 8 People, that included a bottle of champagne for $631.15. I also paid an extra $20 for a souvenir photo. My confirmation number is #*********. when I purchased the tickets I was not informed that there would be a $20 2 drink minimum, I did not find that out until the day of the event. Which now all 8 of my people had to pay additionally when we got there. Two days before the event I received a text saying that the show was cancelled. They said I could drive an additional hour and 40 minutes to another location to see one of their shows. Since it was for my best friends bachelorette party and she loves *********, we did it. First off finding the location was a joke, there was no sign outside saying anything to let you know that, thats where it was being held. Once at the venue, the set up was nothing like they advertise. the Stage was barely a stage but a wooden platform. the vip table was a old wood folding table with a plastic table cloth and folding chairs, it was not secluded or anything to make it VIP. We did have a bottle of champagne on the table but no glasses for it. No one serving you. There were three acts in the show and none of them were burlesque, they were basically stripper dance moves and almost naked bodies. One of the performers literally had weed care bear stickers on her a** This is not a burlesque caberet and variety show. One of the dancers came to dance on the table and got her hair in the brides drink spilling her lime. Also when you pay that much money to go see a show or to go see any show, you are not harrassed to tip. The dancers would walk by with their hand out waiting for a tip. If we didn't pay a ridiculous amount I would understand. If it was a strip club which is how they acted then Id get it. I called them, they said couldn't help me over phone, I had to email. I emailed them, haven't heard from them.

  Business response

  09/12/2023

  Upon receiving your complaint and thoroughly investigating the issue, we promptly reached out to the customer to address their concerns and find a resolution. After careful consideration and open communication with the customer, we are pleased to inform you that a resolution has been successfully achieved to the satisfaction of all parties involved.
  We take customer satisfaction seriously and always strive to ensure that our customers' concerns are addressed promptly and effectively. We appreciate the opportunity to work with the customer to resolve this matter, and we believe that the outcome reflects our commitment to providing excellent customer service.

  Customer response

  09/17/2023

  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 and the matter has been resolved.
  
  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. ↩