Nederlander Organization ..The Reasons I Despise Them

[ArtMan]

This will probablly be removed by the moderators, but I wanted the opportunity to express my distain for the Nederlander Organization and their lack of customer service. I attended a June 8 performance of Evita and sat in the upper mezzanine. Several times during the first 12 minutes, the performance was disrupted, for me, by the sound of slamming doors, due to late arrivals. I had sat in the upper mezzanine in the past at the Marquis, and had never experienced this problem. I was going to complain at intermission, but decided it may have been a fluke. To my disgust, the same thing happened again during Act 2, slamming doors from late seaters. I am a volunteer usher, and know when working in pairs, to control patron noise, once the performance starts, one ushers stands outside, the other inside. Then the ushers have control of the doors and are able to quiet patrons. This of course, was not the case. At one time, I even saw the usher slam the door. I complained afterwards to who I thought at the time, was the house manager. He immediately offered for me to see the performance again, but due to other show commitments, and being from out of town, this was not possible. I didn't really want to see the show again. I wanted them to understand they had a problem and they needed to address it to management and staff, so it wouldn't happen again. He dismissed me and stated "I can't control when a customer uses the bathroom". I of course, knew that, but his staff can control the problems that may arise from it. When I got back home I contacted the Nederlander Organization, informed the secretary, Alice, of my complaint, and asked for a member of management to contact me. Day after day, no response. I ended up calling back four times asking for someone to contact me. I was told Herschall Waxman would return my call. No response. The fifth time, I left on their machine, asking for "a professional person to return my call and address my complaint" I got a message back from Alice stating that Mr. Waxman would only respond to me after a written letter. I did this and mailed it the middle of June. Guess what? No response. I don't want my money back. I just want the opportunity to discuss a legitimate complaint and be taken seriously, without being dismissed. Anyone else have any problems with this theatre group? Suggestions?

[NDR]

I actually had the same problem when I saw Evita back at the end of May. Part of it was the patrons, but the ushers were certainly not going out of their way to keep things quiet with the doors.
Sorry to hear that they haven't addressed your complaint appropriately.

[ArtMan]

NDR, thank you for your response. I was actually hoping that more board members had a similiar experience or could offer suggestions on dealing with the nonresponse from Nederlander. I can't pursue it any further, since they are a private company. But, if at least one person came away from my thread with a negative opinion of them, then I won't feel like they gave me the shaft.

[PositivelyEmerald]

I had the same kind of experience when I saw Evita in June. I sat in the mezzanine and I would constantly hear doors slamming. It was quite distracting. In addition to that, the usher that showed us to our seats seemed quite confused. He took us to the wrong row twice, then kept dropping the stack of playbills, and gave only 3 to us, for our group of 7.

[ArtMan]

BUMP...so many more can read this thread and form their own opinion about this shameful company that runs much of Broadway.

[morosco]

Suggestion? Send an "EECB". Executive Email Carpet Bomb.

...a classic tactic for rattling the corporate monkey tree to make sure your complaint gets shoved under the nose of someone with decision-making powers.
How To Launch An Executive Email Carpet Bomb

[ArtMan]

Thanks, Morosco. This is a great idea. But no matter where I looked, I could not locate email addresses. The only officers I saw listed was Robert M Nederlander and Robert L Nederlander. (I might have the middle initial wrong. Trying to remember it from memory). They are listed with a general phone number in California. My ideal resolution would be that someone who works there and also reads this board contacts their superior and says there is a negative thread about us being reviewd by over 1500 people. If they care about public relations. I may get a reply. I'm not counting on it. But thanks to Broadwayworld.com, I at least, got my say.

[ArtMan]

Its amazing that the Vice President of Jujamycyn Theatres, responded so quickly on the Bring It On thread. What a professional person. I, on the other hand, am still waiting over a month for a response from Herschall Waxman. Herschall, if you're out there, why don't you be as equally classy.

[morosco]

Fascinating there's is only 1 person who can respond to complaints at the Nederlander Organization. Further fascinating that the organization makes you jump though hoops (got a message back from Alice stating that Mr. Waxman would only respond to me after a written letter) in order to be heard. Well I don't believe either of those scenarios. Seems like they are just giving you the runaround in hopes that you'll go away. Shame on them if that's indeed the case.

[broadwaydevil]

I had similar issues with slamming doors in the mezz during Follies at the Marquis and I didn't take it as far as you mostly because I'm lazy but the house manager was similarly unresponsive. It's incredible what these companies can get away with. However, it doesn't really surprise me as most people don't have a clue who owns the theatre when they're seeing a show so there's very little incentive for Nederlander to care. To be fair, I've never paid much attention when I'm seeing shows.

Regardless, Jujamcyn and Shubert have been far more responsive whenever I've had issues but it's unfortunate for them as that doesn't seem to impact business. It's not like I pick a show because it's in a Jujamcyn or Shubert theatre.

[JoeMaMa2]

That's crazy! Jujamcyn responded to me/others immediately via Social Media. They make customers feel like they mean something. Sorry to hear about Nederlander. I feel like it's only good business to address your patrons. Especially those, like yourself, who only get to travel in to see a show once in a while. Those of us who live in the city take that for granted sometimes.

[ghostlight2]

"so many more can read this thread and form their own opinion about this shameful company that runs much of Broadway."

"Shameful"? Really? It seems that from your report that they could use some work in the customer service department, but that hardly makes them a "shameful company" in my book.

I'm not sure what you really want here. You complained, and on the spot you were offered a revisit that you didn't want or couldn't use. You say you don't want a refund. Do you require a letter saying that your complaints have been heard? I guess that would be nice, but it would be purely lip service at this point - and this:

"But, if at least one person came away from my thread with a negative opinion of them, then I won't feel like they gave me the shaft."

is a rather odd sentiment, as is your initial concern that the mods here would delete this thread for some reason.

It's also a little bizarre and self-aggrandizing that you instructed the VP of Jujamcyn in another thread to read this thread so he could properly school the Nederlanders - as if that's his responsibility! You objective to get them to improve is laudable - should they have responded to your calls and letter? Sure - but they offered to correct your issue instantly. I think this one is a tempest in a teapot. People were opening and closing doors - let it go.

[ArtMan]

Ghostlight 2, Simply offering someone the option to revisit the show is not a resolution to a problem, merely a easy way to rid one of the complaint. Yes, I didn't want or have the time to see the show again. After a discussion was made with the house manager, on how they could improve or eliminate this problem, he immediately responded with "I can't control when people use the bathroom". That of course, was not the issue. It was how his staff dealt with it. In closing, it was my experience and money that was affected. So it is my choise on how I deal with it. Reading your many threads and responses over the years, I have been witness to your complaints and rants, over what I thought was "trivial". But that was your choice to do so. Don't be a hypocrite or act like your any better.

[ghostlight2]

Of course it's your choice on how to deal with it. Obviously you're very frustrated by what happened, because now you "despise" the Nederlanders, which, again, strikes me a little over the top given the circumstances.

You asked for suggestions - mine was to let it go. I think it is a waste of your time. It's unfortunate, but you can't force them to acknowledge you, and you surely can't make them change the way they do things. Continuing this grudge is serving only to fuel your anger, imo - but it is absolutely your right to do so.

If you simply must pursue this further, then, send a certified letter to Mr Waxman, return receipt requested, SASE enclosed. That might get his attention. Send a letter to the theater to the attention of the house manager the same way - I'll even find out the house manager's name for you. In closing (as you say), I do want to address this:

"Reading your many threads and responses over the years, I have been witness to your complaints and rants, over what I thought was "trivial". But that was your choice to do so. Don't be a hypocrite or act like your any better."

In all my years here, I have created less than 5 threads on this board, I believe, and not one of them has had anything to do with grievances. I can't think of anything that I have ever "complained" about - but rants? Ya got me on that one. I can surely go on a rant, but I don't think that makes me "a hypocrite" and I don't think I'm any better than you. I just think there are better things to do with your time on this one. I don't think you're going get anywhere. If this is really that important to you, though, knock yourself out.

You asked for suggestions. I gave you one. You didn't like it. Now I've given you two more. Hell, write a letter to the New York Times. Good luck, and I hope you receive some kind of resolution that makes you happy.

eta: House manager is David R. Calhoun c/o the Marquis theater 1535 Broadway NYC NY. I think the zip code is 10036, but you should double-check that

[BwayEqs]

When I saw Evita in early May, I had the same problem. It really pissed me off. I complained to the house management after the show. Guess what they gave me as an apology? A free T-shirt. In my opinion, the house management should be fired and replaced with people who actually respect their patrons.