I organised a cycling event for Diabetes charities which ran in July. The ease of event creation was great, and it drew me in to use them. However, the email system is pathetic and caused me any number of issues. EE claimed that their mail server was being flooded with spammers, but this stopped my entrants receiving confirmations and event information. I wrote a letter of complaint but the Directors have failed to get back to me it's as if I don't exist.
Its now early September and I still haven't received my payments. The people losing out here are local children suffering with Diabetes. I doubt that I'll be using EventElephant for a paid event again.
UPDATED 20th June 2013
We didn't manage to find a better solution for this year so came back to Event Elephant, but this time using the merchant account paying directly into our Paypal account. It was a breeze. Alongside each email to notify us of an entry we received another email confirming that the payment had landed into the Paypal account. On the day of the event we had received all of the entry fees.
On the basis of our experience this year I can sincerely recommend Event Elephant merchant system. We will definitely use it again. To reflect our new found confidence in the service I've upgrade Event Elephant from one to five stars.
Dealing with Event Elephant is complicated, time consuming and confusing. Let me start by advising we did in the end get our ticket money. It was partly delayed, by a month due to us giving the wrong account information, but it was then delayed by a further four months by being stuck in a process Event Elephant call charge/call backs. Our biggest problem was a lack of proactive communication by the company, a lack of access to relevant information by lower levels of staff and being forced to wait for the Finance Director to get in touch. Which to be honest was hit and miss with clear factual information regarding our case, the process we were stuck in and timescales about when we might reach resolution. We have received large amounts of pressure to remove this negative review in it's many revised forms. However if Event Elephant are reading this, this review will remain so please no more emails/calls from you. We want nothing to do with your firm again. If you have an event that does not require payment taken for tickets, Event Elephants online system is brilliant, they have done a fantastic job of giving customers a simple, effective tool for managing bookings, contact information etc. If you are however charging for your event and plan to allow Event Elephant to take and manage this ticket money, please bare the following in mind: Can you afford a delay of weeks/months after the end of your event before your receive any of your ticket funds while queries or charge/call backs are resolved. (Note if more than 5% are in this process, Event Elephant will not or as they claim can not pay out any of your funds If your thinking this won't happen, judging by the number of people who have contacted us, it is more common than you think). Should a problem arise, can you live with a lack of clear, prompt information from the company? It is after all set up to allow clients to manage themselves and our experience is it is not structured to provide the levels of customer service you might expect from the longer established firms in this field this of course might have improved since our review.. we don't know because we are no longer using the company. Lastly, we sympathize with your situation and know how frustrating it is to have large amounts of ticket money not finding it's way back to your event/company in a timely manor. Unfortunately we can not help you and are not resourced well enough to respond to all emails regarding this (we have our own company to run), but do keep the pressure on them and in the end you'll get your ticket money.
I organised a birthday bash mid September 2012 in London. I used Event Elephant and was expecting a payment of £800 by the beginning of October. I had the same charge back issues and to be honest was pretty frustrated at the beginning not to receive any detail on which payment was blocked and why, information that Event Elephant cannot have from their merchant.
I chased on a regular basis (as I was worried!) and EE kept me updated on the amount of charge backs (if it was still above the 5% threshold or not which basically was the only way to progress as no other info was available) and EE ensured they were chasing the appropriate merchant/bank.
My payment was delayed by approx a month but EE finance department helped me deal with the charge backs.
Maybe for a £800 amount, it is easier and quicker to chase than for a bigger amount.
I was finally paid earlier this week, relived that all charge backs were finally cleared.
I woudl advise people especially for a bigger event/amount to use their own payment services (merchant) to still use the booking/event planning interface of EE but without suffering the likely charge backs and call back somewhat long process.
We have been using EventElephant for a number of events for the last couple of years. Yes we did have the charge back issue. This is down to our attendees raising them as they did not realise we use EventElephant to collect the transactions. EventElephant resolved them for us as part of the service. They also helped us set up our own merchant in year two. We had to then deal with charge backs ourselves and the reconciliation. EventElephant are correct in that it is manual process from the card companies and one of our transactions was with PayPal and took over 40 days to resolve and I had to call in EventElephant's FD to do this. I would recommend EventElephant as their team in all departments are very knowledgeable and supportive especially Maria in Support. Keep up the good work on developments and you cannot keep everyone happy. Catherine
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