Hello!
We sincerely apologize for the delay in getting with your skip the line tickets. The longest we have heard from any other customer has been 30-45 minutes which 99 out of 100 times compares favorably with 3-4 hour long regular queue to buy the tickets on site. However, your wait time is more than usual and we shall to bring this to the attention of the management of the Empire State Building, to avoid such inconveniences to our future customers.
Thanks a lot for your review and bringing this to our attention. Once again please accept our sincere apologies for the inconvenience caused to you.
We hope to see you again.
Have a great day!