Louisville, KY (WAVE) - One of the biggest concerts of the year hit a sour note for some local music fans. Jessica Strange had tickets for the Lady Gaga show. But when she got to the KFC Yum! Center, her seats were gone.
Things got even worse for Jessica Strange when customer service said her new seats would be behind the stage. So she called the WAVE 3 Troubleshooter for help, and he found out this could happen to you too.
It was supposed to be a monster of a night for Jessica Strange. It turned into a monstrous disaster.
"I was shocked, I was stunned," Jessica said. "I mean I go to at least ten concerts a year and not once have I ever dealt with this."
But Strange had never been to a concert at the KFC Yum! Center. She bought tickets down low, right on the side of the stage. Her tickets were in section 103, row g, seats 28 and 29. And she was so excited about her view when she got to the concert, she took a picture and posted it Facebook. It shows a view parallel to the stage.
But ushers told Jessica her seats had to be moved to make room for Lady Gaga's stage. And she says her new seats dropped the curtain on that up close view.
"It was section 119, row gg," Strange explained, "which was 30 rows up in the complete black behind the stage. We couldn't even see anything."
KFC Yum! Center spokesperson Amanda Storment told us Jessica was offered "comparable" seats because they were in the same price range. And since the original tickets were marked "rear view" that's what Strange got.
Even though she said her picture proves her original seats were not behind the action.
"Well you can take a picture anywhere," Storment said.
Storment said it's not uncommon to move seats to make room for a stage. In fact, she says 6 rows of tickets we're taken away at the Lady Gaga concert because of the seating snafu.
"I do not think she got a raw deal," Storment said.
Storment said ticket holders who are re-located at concerts are given two options if they don't like the replacement seats. Buy more expensive tickets and pay the difference.
Or, get a refund.
"If they were going to give me my money back this wouldn't even be an issue," Strange said. "Because that's all I want."
But Strange said she asked for a refund, and claims customer service told they weren't authorized to give her one. She said they told her to call back on Monday.
"So, we left," Strange said. "We called a cab out in front of the Yum! Center and went on home."
But Storment said refunds are standard operating procedure in a situation like this, and she is confident Jessica was offered one, although she has not spoken directly to any Yum! Center employee who can confirm Strange was offered a refund.
"But at the same time these are seasoned people," Storment said. "They know what they're doing."
Storment refused our request to refund Strange's tickets now, because she said they don't have any proof she actually left the show.
"We absolutely did not stay in the show," Strange said. "We didn't have any seats."
It was a cautionary tale for fans lined up Friday for the next big Yum! Center event: Elton John.
"I think as a guy buying tickets I would want all the organizations involved to come through with what they promised to me when I bought it," said Paul Sisler, who was in line buying tickets for his wife.
But as Jessica Strange learned, there are no guarantees you get what you pay for.
"All I want is the money back from a show that I got stolen from me," Strange said. "And I don't want this to happen to anybody else."
Storment said there is not a disclaimer on the back of the tickets warning fans they could be moved because Storment said "that's a what if situation."
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