Heather B.
Yelp
I am a quadriplegic who often cannot get out of the home to events and was interested in this show. I called the day before as I had just found out about it and expressed my needs and also explained another wheelchair could person would be in my party. I was told by a woman that the ADA list was closed but that Security would take care of my needs and I'd be put in an "overflow" section. I explained that I was concerned navigating through a GA stampede once the doors open and asked if I could be let him a few minutes early to be settled in where we would be seated and she explained that Security would take care of it but if we dined at the restaurant that we'd get express entry. So I had info, a plan, and she encouraged me to book. So I bought 4 tickets. One for me, my wheelchair guest, and my husband. I bought a 4th just to have extra space.
Fast forward to the next day, the day of the show. I'm nervous as the restaurant shows sold out, so my plan isn't going to play out as I thought and it takes a Herculean event for me to get in van and travel there, so I didn't want to arrive to be turned around or be humiliated in person if it didn't work out. So I decide to call and ask more about the "overflow" area and what kind of path I'd need to navigate and could I arrive 2-4 minutes earlier then GA would be seated, etc. I was met with pure disgust and dismissal by an employee in the Box Office named Scott. He refused to answer any of my questions, he kept repeating to me like I was a small child, "we cannot promise you anything", just over and over when I just asked where the overflow section was and if I'd need to travel through any doorways as my wheelchair is oversized. He kept saying just ask security and they'll do what they can to accommodate you but we cannot promise anything. Be was cold, rude, loudly speaking at me, admonishing me, and had zero empathy for my special needs. He treated me like I was trash and said he was busy and he already answered my question to the best of his ability but he cannot promise anything. At this point I didn't feel safe or comfortable to attend but was still trying to think of a solution.
I then call back an hour later and get Scott again, much to his very audible dismay. He started right away with the "we can't promise anything" before I could even speak. I was simply calling to explain that I thought maybe instead of going for getting seated early, maybe we arrive once GA find their positions and then we get seated in overflow. I simply wanted to know if that would be a good solution and/ir would we have to part crowds to get through to that area. It was as if he couldn't even hear my words and just kept repeating over and over "we can't promise anything".
At this point, I'm crying in frustration as I can't seem to get any answers to assure my comfort and to procure confidence that I could actually attend. So I ask to speak to someone else, to which he openly laughs and says sure and I can hear him laughing in the background to another box office employee as he hands the phone over.
This next person, who I forget the hand over, started in explaining "we can't promise anything" and when I tried to stop him to tell him that Scott explained all of those, but I had a couple of questions. He said rudely, "can I finish?" and I said yes, but he kept on repeating things I already knew, so I tried to stop him twice more and both times, louder and with insult, "will you let me finish!". So like I was a student who needed to be sternly advised of rules or whatever, he went on. I then explained the late entry question and where the overflow is located and he just repeated that "we can't promise anything" and I said I understood that and it didn't pertain to my question and he said you'll have to ask security and I said may I be transferred to one or could I call later or was there a number to them and again, "lady, what did you not understand when I said we cannot promise anything!". I was in pure shock by this point, upset crying silently to not give him the pleasure of knowing he's affecting me, and sad as I feel the opportunity slip out of my grasp.
I'd like to add in closing that people like Scott and his partner in the box office should not be the face of your establishment. They are your frontline and they've no hospitality or customer service skills whatsoever. Indifference and ego is all they offer.
I'm sorry to have had to write this review and to escalate it to every level. I just want to save the next person who is handicapped or needing compassionate special needs from ever experiencing this and I'm hopeful through sensitivity training or reallocating of employees will solve things for others. I not only lost my money, but the opportunity to see that show was more valuable than ever. I hope that conveys as well.
Thank you for your time and understanding,
Heather N.
Order #
42-33736/WES
