Online City Tickets

Initial Business Response /* (1000, 5, 2014/11/28) */
OnlineCityTickets.com has contacted Ms. [redacted], and we feel we have reached a resolution that suits both parties. We now consider this issue closed. If Ms. [redacted] would like to attend another live event in the future, or if she...

has any questions about an order or our website, we welcome her to reach out to us.
Thank you,
OnlineCityTickets.com

Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely...

facilitate transactions between ticket buyers and ticket sellers. Directly on our website it states, “We are a resale marketplace, not a box office or venue. Ticket prices may exceed face value. This site is not owned by [redacted] Center.”Once our customer selected the event they were interested in, [redacted] they navigated to the ticket listing page. The top of this page clearly notifies customers, “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” This message is also displayed on the top of every page throughout the checkout process. After customers select the ticket listing they desire, they are directed to the checkout page. Here, customers are provided with an order summary that displays the event details, ticket location, and price per ticket. Our customer was prompted to provide an email address and select a delivery method. After a delivery method is selected, since methods vary in price, a new order total is calculated. A complete itemized breakdown of our customer’s order including the price per ticket, all fees, and the total price of $385.94 was displayed in bold text on the left-hand side of the page. This information was fully disclosed before our customers are asked to enter any payment information. Below this order summary, our customers are notified in the Ticket Information portion of our site that, “We are a resale marketplace. We are not a box office or venue. This site is not owned by any venue. Price: Ticket prices may exceed face value.” Customers are then presented with our terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” Our customer was required to select a check box signifying their agreement to these terms. Customers are then prompted to select the "Review Order" button below these terms. Once selected, customers are taken to a review page which displayed their payment information, order summary and provided an additional itemized cost breakdown of their order. Our customer then proceeded to select "Confirm & Place Order" at which time their order was processed.Due to the nature of our business on the secondary marketplace, Online City Tickets is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on our site are done so by the individual seller, not Online City Tickets, based on their personal assessments regarding a range of factors including customer demand. Since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer has expressed concerns regarding the name on their tickets. The name on the tickets represents the original purchaser that resold the tickets. This information is carried over when tickets are resold on the secondary market and the tickets are completely transferrable.Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed.Regards,Online City Tickets

I was looking for tickets for a comedy show that was going on sale day off, but I suppose it was only the pre-sale. They were the first link that came up on [redacted] that had an almost identical URL to the venue. Not being from the area, I assumed it was the venues website because it also had a similar color tone to their branding.
I searched for tickets, found the best possible ones (which were labeled as second row floor) and bought them right away. I thought it was a little weird that they were $100 over what I remembered the prices being listed as last time I heard about the show, but I didn't think much about it... until I got the 'confirmation' email. Only then did this fraudulent website declare itself a RESELLER, and cheat me out of extra fees that weren't even declared on the page. In a panic, I called my bank and told them the situation and they immediately cancelled my debit card - but it was too late. They had already charged me $300 dollars and so now they are working on disputing the charge. In the meantime, having never emailed me any tickets, they finally emailed me a set of tickets with a $50 value printed on each one - both of which may be fraudulent. Also, not in the location I was promised on the page I had (of course) closed out of when I placed my order.
BEWARE! I may not get a refund, and you might be charged a lot more than I was.

Thank you for reaching out to us, as we here at Online City Tickets always appreciate the opportunity to address a customer’s...

concerns. Online City Tickets operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. It should be noted that prior to this complaint we previously spoke with Ms. [redacted] about her order in which she indicatedshe wanted to cancel due to purchasing the incorrect date for the event. We were unable to cancel due to our All Sales are Final policy, which we will detail below. 
Online City Tickets facilitates thousands of successful transactions each day with satisfied customers who are aware of their event date and location, so we are confident in the transparency of our checkout process. Ms. [redacted] selected tickets that were designated as Lawn or General Admission. Lawn or General Admission tickets are commonly used and known as a standing room area with a venue. In regards to the reason there are numbered rows and assigned seats on the ticket, this information is used by the primary ticket distributor for inventory purposes.
As a secondary marketplace, Online City Tickets is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 
Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process —from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.
Prior to receiving this complaint, we were in contact with Ms. [redacted] regarding this issue and as a one-time courtesy offered a resolution, which Ms. [redacted] Declined. If Ms. [redacted] has any additional concerns, she is welcome to contact a member of our management team.
Regards,
Online City Tickets

Fast, convenient and reasonable prices. I bought the tickets as a ??

Easy experience to purchase tickets

Easy website to navigate.

(* I DO NOT give consent for any of my personal information to be disclosed to any third party).

The sight way easy to use

I ordered and paid for tickets but it says I won't receive them until a week before the concert which is 4 months out when I ordered them via email. Disappointed and feel uncomfortable as to why I'm not getting my tickets I paid for until such a late date.

Initial Business Response /* (1000, 5, 2015/05/15) */
OnlineCityTickets.com has contacted Ms.[redacted], and we feel we have reached a resolution that suits both parties. We now consider this issue closed. If Ms.[redacted] would like to attend another live event in the future, or if she has any questions...

about an order or our website, we welcome her to reach out to us.
Thank you,
OnlineCityTickets.com

Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address Mr. [redacted] concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate...

transactions between ticket buyers and ticket sellers. Since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds or cancellations and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] stated that he did not receive his tickets; this should be noted as inaccurate. Mr. [redacted] placed an order over the phone on 9/8 for three tickets to a Florida Georgia Line event occurring on 9/9. During this call, Mr. [redacted] expressed some confusion as to whether or not his assistant had already placed an order. We informed Mr. [redacted] that Online City Tickets did not have an order for him and Mr. [redacted] asked to then purchase tickets for the event occurring the next day. Since sales agents are inputting information on behalf of the customer, agents repeat all order details numerous times to ensure the customer’s information is accurate. In Mr. [redacted] case, the sales agent spelled out, as well as repeated, Mr. [redacted] email several times to which Mr. [redacted] indicated was correct. This was done to assure Mr. [redacted] received not only his order confirmation but also his tickets as they were being delivered via email. After Mr. [redacted] agreed to our sales terms including our “all sales are final” policy, the tickets were immediately sent to the email address on file. When Mr. [redacted] later contacted us stating he had not received his tickets, we resent his ticket for a second time on 9/9 to an alternative email address hours prior to his event. Prior to receiving this complaint we were in contact with Mr. [redacted] and offered two separate resolutions, stepping outside of our sales terms in the interest of customer service. However, both offers were declined. Mr. [redacted] has since filed a dispute with his financial institution regarding this matter. We have addressed this and the dispute was ultimately ruled in our favor. As Mr. [redacted] agreed to our sales terms, confirmed the email address on file was accurate, and his tickets were delivered prior to his event which has since passed, we consider this matter closed. Regards, Online City Tickets

Thank you for your response regarding this matter. As we previously stated, since a financial dispute has been filed regarding this transaction we are unable to provide Ms. [redacted] with a resolution. As such, we consider this matter closed. Any questions regarding this dispute should be directed to the financial institution with which it was filed.
 
Regards,
 
Online City Tickets

Thank you for providing us with a response. Although our customer continues to press forward, we previously clarified that all of our customers are sufficiently notified of the nature of their purchase and that ticket price may be above face value. This information is stated on the top of every page of our website; additionally, this information is reiterated on the homepage, ticket listing, and checkout page. Prior to submitting their order our customer signified their agreement to the statement, “I agree to the sales terms and conditions listed above. I understand that I am not purchasing directly from the venue box office and that tickets may be above face value.” As the dispute our customer filed remains open, we are unable to provide further assistance at this time. As such, we consider this matter closed and encourage our customer to contact their financial institution with any questions regarding the dispute process or outcome.Regards,Online City Tickets

Fast and Easy.

font-style: inherit; border: 0px;">Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted] We appreciate the opportunity to address this matter. Online City Tickets operates on the secondary market, meaning that we are not affiliated with any venue or box office and do not own or generate any tickets. Rather, we simply facilitate transactions between ticket buyers and ticket sellers. Because of our status as a secondary marketplace, any changes made to date or artist are outside of our purview. Our 100% Buyer Guarantee ensures that a customer will receive a refund if their event is cancelled outright, without being rescheduled. This information is stated in our terms and conditions, and repeated on the checkout page with the following message: "Your tickets will: Be completely refunded (minus shipping) if the event is cancelled."
On 12/19/15, Ms[redacted] purchased tickets to see [redacted] on 03/29/16. On 03/08/16, we received notice that the event had been postponed by the artist, and contacted Ms[redacted] to inform her of this. As soon as we were made aware that a new date had been set by the artist, we contacted her again to provide this information, and she has since indicated that she would no longer be able to attend. It should be noted that Ms[redacted] is not due a refund for rescheduled events per the terms and conditions to which Ms[redacted] agreed prior to checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”
Ms[redacted]'s tickets were delivered moments after she completed her purchase, and remain valid for the upcoming date. Additionally, we have reached out to our customer and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we hope that Ms[redacted] will choose Online City Tickets for her future event ticketing needs.
Regards,
Online City Tickets

Thank you for your response regarding Ms. [redacted] concerns. Online City Tickets maintains that we do not advertise as the official venue. Ms. [redacted] suggested that this information may be disclosed in fine print, this should be noted as inaccurate. As we previously stated, directly on the homepage of our website, the following message was presented to Ms. [redacted]: "We are a resale marketplace, not a box office or venue. This site is not owned by [redacted] Theater Knoxville.” This page simply displays all the tickets Online City Tickets has available for multiple events occurring at the [redacted] Theater Knoxville. After she selected the event she was interested in, Ms. [redacted] was shown an additional message across the top of the ticket listing page: "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue." After being shown this, Ms. [redacted] selected a set of tickets and continued to the checkout page, which again stated: "We are a resale marketplace. We are not a box office or venue. This site is not owned by any venue."
 
Ms. [redacted] expressed concern about the legitimacy of her tickets. We have a 100% Money Back Guarantee in place to reassure customers they will receive authentic tickets prior to their event. We screen the validity of the tickets sold by our professional sellers and have a customer service department available to provide assistance and address any concerns our customers may have.
 
Online City Tickets adequately states, throughout the checkout process, that we are not affiliated with any venue and prices may be above face value. As we stated previously, Online City Tickets does not own or generate tickets. As such, we must adhere to an “all sales are final” policy—a standard throughout the industry which was agreed to by Ms. [redacted] at the time of checkout. Prior to receiving this complaint we tried to contact Ms. [redacted], stepping outside of our sales terms in the interest of customer service, to resolve this matter but have been unsuccessful in reaching her. As such, we consider this matter closed and encourage Ms. [redacted] to contact a member of our customer service team with any additional concerns.
 
Regards,
 
Online City Tickets

Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely...

facilitate transactions between ticket buyers and ticket sellers. Directly on our website it states, “We are a resale marketplace, not a box office or venue. Ticket prices may exceed face value. This site is not owned by Kennedy Center.”Once our customer selected the event they were interested in, The Book of Mormon, they navigated to the ticket listing page. The top of this page clearly notifies customers, “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” This message is also displayed on the top of every page throughout the checkout process. After customers select the ticket listing they desire, they are directed to the checkout page. Here, customers are provided with an order summary that displays the event details, ticket location, and price per ticket. Our customer was prompted to provide an email address and select a delivery method. After a delivery method is selected, since methods vary in price, a new order total is calculated. A complete itemized breakdown of our customer’s order including the price per ticket, all fees, and the total price of $382.95 was displayed in bold text on the left-hand side of the page. This information was fully disclosed before our customers are asked to enter any payment information. Below this order summary, our customers are notified in the Ticket Information portion of our site that, “We are a resale marketplace. We are not a box office or venue. This site is not owned by any venue. Price: Ticket prices may exceed face value.” Customers are then presented with our terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” Our customer was required to select a check box signifying their agreement to these terms. Customers are then prompted to select the "Review Order" button below these terms. Once selected, customers are taken to a review page which displayed their payment information, order summary and provided an additional itemized cost breakdown of their order. Our customer then proceeded to select "Confirm & Place Order", at which time their order was processed.Due to the nature of our business on the secondary marketplace, Online City Tickets is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on our site are done so by the individual seller, not Online City Tickets, based on their personal assessments regarding a range of factors including customer demand. Since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order. Additionally, our customer has filed a dispute with their credit card regarding this order. We are unable to provide a resolution to this matter while this dispute remains open due to the nature of the dispute process. We encourage our customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding its process or outcome. As it currently stands, we consider this matter closed. Regards,Online City Tickets

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/15) */
OnlineCityTickets.com has contacted Ms.[redacted], and we feel we have reached a resolution that suits both parties. We now consider this issue closed. If Ms.[redacted] would like to attend another live event in the future, or if she has any...

questions about an order or our website, we welcome her to reach out to us.
Thank you,
OnlineCityTickets.com

Thank you for reaching out to us regarding this issue. Online City Tickets has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and if Mr. [redacted] any further questions or concerns regarding this or any other...

order, we welcome them to contact a member of our customer service team.Regards,Online City Tickets