Customer Service Fail.
My friend's date was sick, so she invited me to use his ticket. She had gone in early to meet some old friends from out of town. There was no sign that said food was banned, nobody informed her as she entered, and no snacks are available for purchase inside. So she texted me and asked me to bring her a snack since she had forgotten to eat dinner. I arrived an hour or so after her and she met me at the door with my ticket.
I entered and they told me no food was allowed and I had to throw it away. I asked if my friend and I could step outside the door to eat it quickly as we had not eaten dinner. They told us to ask the man taking the tickets at the door. He said it was ok, so my friend put her beer down on a table inside and we waited patiently for a few customers to enter before we could go out. As we started towards the door, a third bouncer yelled "No! No! She has an open drink!"
I told him that she had put her drink down inside. He was very aggressive, and proclaimed that she had already entered and gotten a drink, as though she was intentionally committing an heinous crime. "You can both leave or you can throw the food away."
So we turn to each other to discuss this for a moment, as the choice in this scenario (leave the show you paid too much money for or stay there for 3 more hours unfed) was not that easy. But the dude immediately and gruffly informed us that "This is a really bad place to be standing, you need to move."
"Ok, we're sorry, but we just need a minute to decide what to do"
"No, you can't stand here. You have to come in and throw the food away or leave."
Things got a little confusing here: two other bouncers were involved in the interaction, my friend was kinda tipsy from her $9 tall-can on an empty tummy, and everyone was pretty much shouting at once. Finally a bouncer agreed to let ME out to eat, but NOT my friend. "I'm doing you a favour," he said, "since your ticket has already been scanned."
So normally, if such a kind dude hadn't been there to help me out, there is a no-mans-land between the actual door, where someone scans your ticket, and the bouncers, who inform you of the no food law. This is that strange vortex where you can have your food, and be blissfully unaware of its prohibition, but you can't eat it, you can't leave, and you can't bring it in.
I went out, ate my food, and asked the person in the box office to speak to a manager. I explained the situation to Mr. Manager, and he was nauseatingly pretentious and condescending. "Well, the bouncers said you were rude, and it's not the front-of-house's job to worry about people's bad decisions."
Um... ok. So you're basically saying my friend is an idiot (even though the no-food rule is not posted anywhere or communicated verbally to guests)? Wow.
He went on to inform me that "at a sold-out show like this we can't think about each individual."
Really, you just have to herd the mob around like one big ball of human? Sounds like a great customer service philosophy. They should add that line into the "Vision" section of their website, right under "With a commitment to good old fashion hospitality, your experience at the Vogue will be 1st class. From the moment you purchase your ticket to the end of the show, our vision is unpretentious, personable, five star service."
They could also include the bouncer's line:
"They don't pay me to do customer service, they pay me to enforce two rules: no food and no ins and outs." (And they sure get their money's worth!)
Or maybe they should get Mr. Manager and his staff to read their vision, as they seem to have a different idea of how to deal with the river of flesh and organs that flows into the theatre each night.
Perhaps they need to remind themselves and their staff that ticket-buyers (who they obviously like) and concert-goers (who they don't seem to care about--or even recognize as individuals) are the same thing.
...
So we entered the show, my friend was hungry, grumpy, and upset, and I was pissed off. We didn't enjoy ourselves at all, and all the little things that usually mildly annoy me about the Vogue were magnified:
Uncomfortable seats, limited and overpriced bar (beer and wine only), bad sightlines for a standing-up kind of a show, a weird smell that seems to come out of the old, ragged carpets, people smoking in the theatre because they're not allowed out etc.
The reason I'm jamming my longwinded complaint into this little forum is that Mr.Manager informed me that he was the only person I could email a complaint to. And since I have so much faith in his views on customer service, I'm just going to puke it all out here for you.
I'd love to say that I won't be back to the Vogue, but I'm sure I'll be lured in by a good band at some point. Luckily I get free tickets through my job, so I won't have to give them my money. read more