Twelve hours ago, I was getting ready to see a concert—my husband’s favorite band, one he even has tattooed on him. We were excited and expecting a great night. Instead, within 90 minutes of arriving, the evening went completely off the rails.

From the start, we were not welcomed. We were escorted to the wrong seats—the seats we paid for in advance—then repeatedly told to sit down, even though we were surrounded by people moshing, standing, and openly smoking weed. Somehow we were treated as the problem, while the actual disruptive behavior around us was ignored.

What exactly changed since our last visit? Just a few months ago, we were at Mercury Ballroom with zero issues. This time, however, the staff made us feel harassed, unwelcome, and as if we were violating some kind of unspoken rule simply by trying to enjoy the show we paid for.

It was my husband’s birthday. What should have been a memorable night turned into one of the worst venue experiences we’ve ever had. Between the tickets, merch, transportation, and overpriced drinks, we spent several hundred dollars—only to feel disrespected and pushed aside. This happening right before the holiday season makes it sting even more.

Your website displays videos and photos of people crowd surfing, standing, and having the time of their lives. So why were we told we had to sit down and stop enjoying ourselves? Were those scenes staged? Because they absolutely did not reflect what your staff enforced during our show.

I truly hope Mercury Ballroom takes a serious look at the staff working certain genre concerts and considers whether they have the appropriate mindset, training, and customer-service skills for the environment. I have never felt this upset or disappointed in a venue in my life.

We will be avoiding this location going forward, and I will be sharing our experience with others so they can avoid spending their hard-earned money only to be treated the way we were.

You ruined what should have been a special night.