Used promo code that my daughter & I worked very hard for to win from radio station.
We went online & got 4 tickets (total value $60@ $15/ticket) for the 11:05 pm showing. I don't know about others, but to me $60 is a lot of money. Unfortunately we got a call
From the assisted living facility where my mother lives telling us that she was ill with
Projectile vomiting. I canceled the tickets right away, but got a message saying that
I could not exchange the tickets even though their website states that they offer
Exchanges/refunds now. Waited over an hr. To be connected to a customer service
Rep. She basically told me that she couldn't do anything, but would send it to
Corporate for review & it could take 3-5 days. Well, I got a denial right away & this
Was my response back to Fandango.

I am very confused & disappointed in the denial. It states that the time frame had passed so refund/exchange could not be processed. As you can see, Katrina's response was at 9:34 pm & our movie was scheduled to start at 11:05 pm so how is it that the showtime had already passed. Also please note that it took over an hr. To get connected to a customer service rep. I was caller #12 at the beginning of the process & it took well over an hr. To get a CSR. This was a special circumstance that we had to take my 85 yr. Old mother to the ER due to a bowel obstruction that required emergency surgery. It was NOT planned. Because we have choices in obtaining movie tickets through other. Venues as through the theater itself or Atom or Movietickets, we won't be using Fandango from now on. Very disappointed in response & lack of understanding/compassion on the part of Fandango. Be assured that I will use social media to the fullest to inform others of what transpired & not to use Fandango in the future. I had hoped that we could have turned this experience into a story of spectacular customer service, but unfortunately I was wrong. Reading other reviews, it seems Fandango does this routinely to their customers. Shame on you!

Response Via Email (Katrina) 08/22/2019 09:34 PM
Our Corporate Office has reviewed your request for a refund. After their further investigation into this situation, we are unable to offer a refund or exchange for Fandango credit. We are sorry for any disappointment caused by our inability to grant your request, but when it comes to granting refunds or exchanges we are limited by our ability to process those requests before show time. Since your request was initiated after that window of time had run out, we no longer have that option.

Purchase Details
The Kitchen (2019)
Thursday, Aug. 22,2019
Showtime: 11:05 pm
Aud 13
Seats: G15, G16, G17, G18

Crystal: Thank you for contacting Fandango Customer Support. My name is Crystal. How may I assist you today?
Crystal: Are you there?
True Shotta: I need to change my ticket from last night to tonight please, I already put out the money, and since I paid for the service that you all provide. I have not receive the service of watching the movie.So please let me the tickets I purchased for today.
True Shotta: * Use
Crystal: I will be happy to assist you with that. Our systems do not allow us to process refunds or exchanges after the show time has passed, and the theater is automatically compensated for the tickets regardless if the tickets have been picked up or not.
True Shotta: Well with them being compensated, I have not received the service that you all provide. Pay for movie tickets online, why so you can go so the movie. Is that not the service you provide?
True Shotta: *see
Crystal: We do not process refunds after the show.
True Shotta: Now if it were in fineprint where it says " We are not responsible for you receiving service from us or not" athen I understand. But no service was given as of yet.
Crystal: The theatre was paid for the tickets. We do not have the funds.
True Shotta: I dont want a refund, I am still wqnting to use your service, but I will like to use the service today. The service that I paid for, from you, that has not been received yet.
True Shotta: Let me receive those services today.
Crystal: You can try the theatre.
Crystal: You purchased the tickets for yesterday.
True Shotta: What is the point of your service, if you cant conveniently see the movie when you want?
Crystal: You can, you have to purchase for that day.
True Shotta: I purchased my tickets yesterday, yes but things happen, and your not 24/7, what number can I call to let you all I know, I had an emeregency and nees to reschedule.
True Shotta: Does your fine print say that it is the movie theatres, that must refund the money, or allow you to change the dates.
Crystal: The theatre may.
Crystal: It is up to the theatre.
True Shotta: If so, please direct me to where it is, or send me an email of where it says I cant change the date of when I purchased my tickets.
True Shotta: I am asking for the info that your company is supposed to have as a business.
Crystal: It is on the web site.
True Shotta: I will go to the BBB
True Shotta: Your not letting me change my date, after I paid for your services.
True Shotta: That were not given to me.
True Shotta: Are you serious.
True Shotta: What are you a scam
Crystal: Yes, you selected the 21st as your movie date.
True Shotta: Show where it says, you are not responsible for reschedules.
True Shotta: Email it to me.
True Shotta: I paid the money
Crystal: Once it is after the show, we do not process refunds.
True Shotta: I am asking for that, because I paid for the services. Service me something.
True Shotta: Refund I DONT WANT A REFUND, KEEP THE MONEY BUT ALLOW ME TO USE MY TICKETS FOR TODAY.
True Shotta: HOW IS THAT A REFUND.
Crystal: A exchange is the same as a refund.
True Shotta: THE MONEY IS OUT THERE RIGHT, SO USE IT FOR TODAY
True Shotta: An exchange is not a refund.
True Shotta: Show in your fine print where it says that.
True Shotta: I need proof
Crystal: It is the same process.
True Shotta: You are saying it, but mot showing. Show as a reputable where your information is.
True Shotta: I need to see your compamy policy.
True Shotta: That is what I am asking for, I am allowed that.
Crystal: Ok, on our web site is the policy.
True Shotta: Either that or change my date.
True Shotta: Fine dont go anywhere, what paragraph
Crystal: Under refunds.
True Shotta: Where does it say it at
Crystal: It states we do not process refunds or exchanges after the show.
True Shotta: Also says that the theatre is responsible for changing dates as well correct?
Crystal: They may give passes.
Crystal: Is there anything else I can help you with today, True?
True Shotta: Where does it say it at?
True Shotta: They may give passes.
Crystal: Yes, guest passes for a show.
True Shotta: I am saying where does it say that they will do that, on your company policy.
Crystal: It does not say the theatre will on our policy. It is up to the theatre.
True Shotta: But you just said that it did.
True Shotta: I asked all of these questions
True Shotta: And you said it is on your website
Crystal: They are nothing I can do since it is after the show.
True Shotta: It does say on your policy under term and policies that on paragraph two "From time to time, we may revise these Fandango Terms and Policies", So revise them now and give me back my money.
True Shotta: I dont want to do business with con artist
True Shotta: I wanted to change the dates and use the service
Crystal: We can not change a order once it is processed.
True Shotta: But you said that the threatre handles that, I said where does it say that at, you said its on your website. I go to your website and it does not say that on there. I want my money back for lying to me.
True Shotta: As a compamy this is ridiculous
Crystal: 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.
True Shotta: Wont change my date, then you lied to me
Crystal: Thank you for making Fandango your choice for online movie tickets. Have a great day!
Crystal has disconnected.

DEF Going To BBB

A glitch in Fandango app defaulted ticket purchase to wrong cinema and could not get support over phone in time prior to show time so no exchange.
I was in Salisbury, MD and booked 2 tickets to Regal Cinema Stadium 16. The show started at 10:15pm and it was about 10:05pm when teller said the tickets are for another theatre and that I will have to contact fandango for a refund or exchange. I purchased tickets directly from theatre to still catch the show. In the meantime I called Fandango and was on a long hold all the way into when the show started and never got an actual human to help get an exchange. At this point movie started and I figured I would have to contact them tomorrow so I could at least enjoy the show. The next day after contacting Fandango, I was told they could not refund or exchange because it had to be done prior to watching the show. I tried escalating with supervisor and still would not be credited 2 tickets to another movie.

Everyone should file a Better Business Complaint and review as I did.

You can file a complaint on Fandango LLC here
https://www.bbb.org/losangelessiliconvalley/pages/business-reviews/ticket-sales-events/fandango-in-los-angeles-ca-*******/file-a-complaint

You can file a review here
https://www.bbb.org/losangelessiliconvalley/business-reviews/ticket-sales-events/fandango-in-los-angeles-ca-*******/reviews-and-complaints/?review=true

I even went as far as filing a complaint with Department of Justice and Attorney General of Los Angeles.

Just don't

Customer Service is an oxymoron at Fandango. In fact I would submit that the whole Fandango thing is a scam to steal money. While it is true I once used one of thier keyosks in a theater to bypass a long line, I have not nor ever will again use Fandango.com or any service affiliated with Fandango.com.

My son's email along with his Fandango account were hacked and apparently my credit card info was stored in his account. Two tickets were purchased or so said my son's account and the $17.48 that was charged to my bank account. When I contacted Fandango via telephone the first time I spoke with an extremely soft-spoken young lady. She had to search the transaction by my credit card number and subsequently found it. When I questioned her about the transaction she informed me that she could not give me the email address due to confidentiality policy... Wha. Wha. What... Someone took my credit card information, made an unauthorized purchase and you can't tell me the email address associated with the account where the purchase with MY credit card info was made?!?!?! "Oh but we can lock the account and block the card number from being used again...

I called Fandango a second time to try and get to the bottom of the unauthorized charges... This time I spoke with a fellow that english was his second or third language. Very difficult to understand. Did the same search using my card info got the same song and dance about confidentiality and how he could give me the email address, etc... Except this time he did say their "Fraud Department" would look into is and possibly refund the $$. I asked to speak with a supervisor to try and expedite the process or at least find out who was using the card. I was transferred to the "supervisor" whereupon I was placed on hold for a very long time. Finally after what seemed like an eternity came a message saying "all supervisiors are still busy, please leave your name, phone number, reference number and a message and your call will be returned within the next 24 hours.

Well that was Sunday, July 10th. It is now Tuesday July 12th and still no phone call. I did, however, receive an email from their "Fraud Department" stating that they wouldn't refund my money due to the account that bought the tickets being someone close to me... We later figured out it was my son's account and he had been hacked.

So the Fandango "Fraud Department", just like all of Fandango are themselves a Fraud. Nothing but thieves... NEVER AGAIN WILL I USE Fandango!

Basically, they offer what they call "worry-free" tickets where hou can get a refund if you can't make the show or the website screwed up. This is a lie. They say if you are unable to change it yourself 2hrs prior the show time via their website to contact customer service. I was on their live chat and their phone support waiting for over an hour and a half. As I was writing an email to them about this abysmal wait time, a woman finally answered the phone, I was still #74 on live chat queue. She basically said the website won't let you change it yourself depending on what you used as payment. Nowhere did it say that on the website, nor the e-mail confirmation nor the automated loop during the hold which kept repeating about the "worry-free" tickets and to go to the website to change it. I explained the website error and she said she couldn't change it because by now the show time was happening, that I should have contacted support. At this point I have reiterated that I did try the website before the 2 hours and did try to contact through live chat and phone support before the hours but, they made me sit and wait for that length of time. She kept saying she "understands" and that I should have contacted them. At this point I'm wondering if she's just and automated message or if she doesn't understand simple concepts of time. Apparently fandango wants us to contact 4 hours prior the show time to factor in the 2 hour wait time. Thoigh they never say it and make everything as misleading as possible. After the phone call I finally hit send on that email after adding in the illogical phone call and at this time all I have received is an automated email back saying to try the website or contact support. It also says to expect a reply within 24 hrs. This was on Monday so...? TLDR; Theyre scamming people out of their money, the line at the movies is 10x better to deal with than these jerks.

Theaters should ban this service all together.