A venue in Kidderminster has confirmed it will no longer be working with a particular promoter after show cancellations and issues with refund requests.
Ticket holders shared their concerns on social media after a Secret Cinema Club event, organised by XFP, did not go ahead on Sunday (October 11) at Kidderminster Town Hall.
The show, a screening of Hocus Pocus, had been cancelled on September 12, but ticket holders have claimed they were not notified by the promotor XFP, which is responsible for informing customers and issuing refunds.
Kidderminster Town Hall said that despite “repeated attempts” to contact XFP, it has received no further response.
A spokesperson for Kidderminster Town Hall said: “As you know, Kidderminster Town Hall has previously worked with XFP on events featuring Ant Middleton and Ruby Wax. Following those engagements, serious concerns have arisen regarding the delivery of subsequent events and the handling of customer refunds.
“These concerns include the cancellation of a further Ruby Wax appearance and the significant shortcomings experienced at One More Tune, where the event delivered fell below the experience advertised to ticket holders. The Secret Cinema event was also advertised and placed on sale without the necessary venue arrangements having been agreed.
“We recognise that these circumstances have caused considerable disappointment, frustration and uncertainty for customers. The issues with XFP are widespread across the UK.
“The affected events were promoted by XFP. The Town Hall does not hold the ticket payments collected by XFP and cannot access its payment systems or authorise refunds on its behalf.
“Although we have sought explanations and requested that outstanding customer concerns be addressed, our ability to resolve those refunds directly is limited.”
The Town Hall has advised customers affected by the cancelled shows to contact XFP in writing to request a refund and retain copies of their booking confirmation, proof of payment and any correspondence.
Where a refund remains outstanding, the town hall is encouraging customers to contact their bank or card provider promptly to discuss whether a payment dispute or other recovery option is available.
Any recovery will depend on the payment method and the circumstances of the individual purchase.
Alongside the cancelled Secret Cinema event, customers are still reporting that they have yet to receive a refund for the Ruby Wax, which was cancelled a few weeks ago.
Customer Zoe Edwards said: “I have still not had a refund regarding Ruby Wax. I even paid for a meet and greet so the total cost for two tickets was £247.
“I bought these tickets as a present for my mum as I knew that she was looking forward to meeting Ruby Wax, especially with Ruby being a mental health advocate.
“We are both deeply disappointed about this and I still have not received a refund over three weeks after it’s been cancelled.”
A spokesperson for Kidderminster Town Hall said: “We understand that customers booked these events in good faith and expected the advertised experience to be delivered. We share their frustration and are deeply disappointed by the position in which they have been left. We will continue to pursue a response from XFP and communicate any confirmed information relevant to affected ticket holders.
“Following a really successful first year since reopening, working with such promoters can come with a risk of reputational damage, and we will not be working with them in the future.”
XFP has been contacted for a comment.
Have you been affected? Get in touch by emailing lauren.chaloner@newsquest.co.uk
