Update- they are refunding half.
UPDATE! It gets worse!!!! I was told that I would get HALF my money back. Now, I am told I will only get HALF if I delete or modify this review. After informing Jason that I will not be updating my review unless I get a FULL refund (so I can say that), I once again was ghosted. I've attached a photo of the email he sent.
The absolute worst costumer service. The show was great and the customer service is good when they are getting more money out of you. However, we were told we would get a refund for some tickets because we had upgraded and have been ghosted from the entire venue. According to the "box office director" they are unable to help with ticket refunds and the only way to talk with a person is by email and if they don't answer you back then there is nothing more you can do. Terrel was great when we were upgrading but I have yet to hear back from him after telling me that they will not be able to refund what they stated was "a guaranteed refund". Jason, the apparent owner of the venue messaged me back once and has not done so since. In the email he told me that I should have been more aware of their refund policy as it was apparently my job to do more research beyond what his employees told us. We will never be using their venue again and highly recommend that anyone doing business with them be very careful!