BELIEVE all of the negative reviews that have to do with customer service. I could not attend a Candlelight concert event due to a medical emergency. I spent the evening before the event in the emergency room, with a wristband and discharge papers as proof. If you are in the ER, the event you have tickets for the next day isn't going to be top of mind for you [although even if it was, this was not in their 48-hour "exchange window"]. I had my partner reach out to FEVER an hour before the event to inquire about our options, asking if they would consider providing credit for future events given the extenuating circumstances. I never asked for a refund. I also added that I would be happy to provide proof of the hospital visit. They sent back a generic reply stating they could not refund or exchange my tickets. Since that is not what I asked for, I doubled down and asked again. I got a passive-aggressive email response that started with "as we stated before..." referring me to their terms and conditions. Well, I read T&Cs, which state that the refund policy is up to the event organizer; however, when you go to Candlelightconcertexperiences' website, their customer service routes you to FEVER. In email, I asked for a human to respond to my inquiry believing that no human would read this email and ignore the actual circumstances. I even asked if they would simply credit me another discount code for a future ticket purchase (I had used a friend's sign-up code which was an $8 discount) to purchase my tickets--as it was my first time using FEVER. They replied, "Unfortunately, once a discount code has been used for an experience we don't have any possible way to activate back said discount code." This was really the final straw for me. Of course, I am not asking for the same discount code, but surely a "sign-up" discount exists at all times for new sign-ups who are referred through a friend. I work at a retailer, where customer service can generate discounts all the time for customer satisfaction issues--even when you know a customer is trying to get over. This company has NO service to offer, so exercise caution if you want to buy tickets through this platform. Read everything in fine detail and pray you don't end up with an emergency. The sad thing is, I really wanted to go to this event. It was a gift for the holidays, and it was purchased over a month in advance. I will NEVER use this app again because they don't care about anything but the money. I mean no willingness to even offer 15% off towards future events when we lost $100 for TWO tickets? Really? Spend your money elsewhere if for no other reason besides they just don't deserve your business operating this way.

I purchased 3 tickets for the 'Candlelight: The Best of Joe Hisaishi' event and gave it as a gift to my mother and partner. We drove 45 minutes to the event and there was no parking on the premises, so we had to park 2 blocks away from the venue. Upon our arrival, the security guard refused our entrance because we were 5 minutes late. I let them know that I'm pregnant and my foot is sprained, so it took me longer to walk from my vehicle to the event. They said no apologies for the inconvenience and hand out business cards with a scan code and their customer service telefone number and informed us to call and request a refund. I've asked and confirmed with the receptionist, ticket holder and security guard if we would be able to get a refund and the three tickets, and they all confirmed and said 'yes, just contact our customer service and request your refund'. I've phoned the customer service shortly after and the lady on the phone requested my information and promised to callback within 2 hours to confirm the refund transaction, but she never did. The same day, after 3 hours, I've received a short email stating that they would not be able to process my refund because of 'Failure to attend an experience or the commission of an error during the acquisition of the tickets are not valid grounds to get refunded.' although, I have attended the event and was denied entrance and had no issues during or regarding the acquisition of our three tickets. I've responded to their email requesting an explanation and a refund, once again, and they have sent a short response saying that latency is not acceptable and the refund or nothing else could be done for me. Now, this experience was not only extremely frustrating because ive planned and purchased 168 CAD in 3 tickets, but I've also planned, drove 45 minites to the event and walked for over 7 minutes with a sprained foot and pregnant juat to be denied entrance with no apologies or accommodation or refund. Their customer service was poor from the moment we arrived to their venue, to the call I had with their customer service phone line and to the 2 emails they have exchanged with me. I've never heard or experienced a situation where one is denied entrance because of a 5 minutes latency. This shows their lack of care and respect for clients time, effort and money!