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 Ms. [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. 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 NRG Stadium.” As a secondary marketplace, Online City Tickets does not own inventory; as such, all tickets listed on our site are set by individual sellers. These prices are based on those sellers’ individual assessments of a range of factors, including customer demand. When Ms. [redacted] viewed tickets for the production of “2017 Houston Rodeo – The Chainsmokers” the top of this page clearly stated, “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” Once Ms. [redacted] selected the tickets she was interested in, she navigated to our checkout page. Though Ms. [redacted] has indicated that the fees associated with her order were not shown; this is inaccurate. After entering an email address and selecting a delivery method, Ms. [redacted] was presented with an itemized order breakdown of her order. This breakdown clearly displayed all fees, the price per ticket, and the total price of $625.67 in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box—and presented with the message in bold “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions listed above,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Ms. [redacted] mentioned our 100% Money Back Guarantee to which we would like to provide clarification. This guarantee, detailed throughout the checkout process, ensures that tickets will be authentic and arrive before the customer’s event. This guarantee does not however, offer cancellations upon a customer’s request. 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. As Ms. [redacted] was provided ample opportunity to review the details of her order, and her valid tickets were delivered to her on 1/17/2017 prior to her event on 3/12/2017, we consider this matter closed. If Ms. [redacted] has any additional concerns regarding her order, we encourage her to contact our customer service. Regards, Online City Tickets

sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif; font-weight: inherit; font-style: inherit; border: 0px;">Thank you for reaching out to us regarding this matter. Online City Tickets has been in contact with Ms. [redacted] and both parties have found an amicable resolution. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team.
 
Regards,
Online City Tickets

The process was simple and easy. My tickets were in my invbox withib minutes of placing the order.

Thank you for reaching out to us. Online City Tickets always appreciates the opportunity to address a customer’s concerns. We have reached an amicable resolution with Ms. [redacted], but wanted to address her specific issues.  In regards to Ms. [redacted] statement from the venue website, it...

should be noted that 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. As such, any last-minute changes are made entirely at the discretion of the venue or artist and are beyond our control. This is clearly stated in the Sales Terms and Conditions that Ms. [redacted] agreed to when submitting her order.   In some cases, customers may want a refund for issues related to the event experience; on our end, we always consider a variety of factors in order to be helpful to our customers. As noted above, we have resolved this matter with Ms. [redacted] and hope she will consider Online City Tickets for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. Regards,Online City Tickets

quick and easy

Thank you for reaching out to us and bringing this matter to our attention. We take the customer experience seriously at Online City Tickets 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. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.”When Mr. [redacted] selected tickets and was taken to our checkout page, they were directed to review their itemized order breakdown, which clearly displayed all fees, the price per ticket, that all prices are in US Dollars (USD) and the total price in bolded text. Mr. [redacted] was then directed to review our terms and conditions—visible in a text box below this order total—and presented with the bolded message “All sales are final. All prices are listed in US Dollars (USD).” At this point, Mr. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkout. After checking the box and clicking “Review Order”  they are taken to the checkout page which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge.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. We have been in contact with Mr. [redacted] regarding this issue and have reiterated our policies, specific to the price in US Dollars. As a one-time courtesy, we have also provided a resolution, which Mr. [redacted] may pursue by contacting us through any of our contact information posted on our site. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it stands, however, we consider this matter closed.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.As a secondary marketplace, we are not affiliated with any artist or venue; instead, we act as an in-between for customers and sellers. While we does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyers Guarantee. This guarantee ensures that any ticket a customer purchases on our site will be valid for entry into their event; if tickets are deemed invalid, the customer will receive a full refund. In our procedures to uphold this standard, we screen each seller to ensure that their listings are authentic and dispersed properly.In the highly rare event that we receive a report of tickets being invalid, we act quickly to conduct a detailed investigation into the matter. If the customer's claim is substantiated, our 100% Buyers Guarantee warrants that the customer will receive a full refund for the order.Online City Tickets has been in contact with our customer and offered a one-time courtesy resolution in the interest of customer service. Our customer has accepted this as an amicable resolution; as such, we consider this matter resolved. If our customer has any additional concerns relating to their order, we welcome them to contact our customer service department.  Regards, Online City Tickets

placed 3 orders, 2 OK but 1 had tickets in Z row which was a lot further away then the seats I ordered.

Initial Business Response /* (1000, 5, 2015/02/09) */
Thank you for bringing this matter to our attention. We take the customer experience seriously and would like to take the time to address Mr. [redacted] concerns. First, we should explain that OnlineCityTickets.com 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. This fact is noted on every checkout page and at the top of our homepage with the statement: "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue."
When Mr. [redacted] selected tickets on our site, he chose Zone Seating tickets that were clearly labeled as Section: ORCH CENTER, Row: A-FF. As this description indicates, the actual tickets that would be delivered could be for seats anywhere in the Orchestra Center section between Rows A and FF. Mr. [redacted] has expressed disappointment because he believed that the tickets he ordered would be for seats in the front row of this section, but the tickets he actually received are marked Section: ORCH CENTER, Row: Z. At no point during the purchasing process was Mr.[redacted] informed that he would be receiving first row seats within the zone he selected. We maintain that Mr. [redacted] was not misled by the listing, and received tickets for the exact seating section he requested.
Sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to offer refunds or ticket exchanges, and must stand by our "all sales are final" policy. This policy is 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)." While we understand Mr. [redacted] frustration, we maintain that he was not misled about the nature of his tickets and no error has been made on the part of OnlineCityTickets. Therefore, Mr. [redacted] is due no refund. However, if he has any further questions or concerns, we welcome him to contact us.
Thank you,
OnlineCityTickets

Quick and easy delivery

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. They gave me my refund the next day once someone called me
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/12) */
Thank you for bringing this matter to our attention. We take the customer experience seriously and would like to take the time to address Ms. [redacted]'s concerns. First, we should explain that OnlineCityTickets.com is an online resale...

marketplace, which means we do not own or generate ticketsinstead, we merely facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue."
We understand that Ms. [redacted] ordered tickets to see The [redacted] on 9/14/15. This concert was later postponed, and as of this response has been rescheduled for 05/27/2016. Because of this, Ms. [redacted] has asked that Online City Tickets refund her purchase. However, because sellers on our site list their own tickets and are notified as soon as an order for their tickets is placed, we are unable to cancel or refund orders, or provide exchanges. We can provide refunds only in certain situations, such as when an event is cancelled and not rescheduled. As the Refund Policy transparently described in our sales terms states: "All sales are final. A full refund of the purchase price, excluding shipping charges, will be given for cancelled events."
Because the event has been rescheduled and not cancelled as Ms. [redacted] claims, we are unable to provide Ms. [redacted]'s requested refund. We guarantee that Ms. [redacted]'s tickets will still be valid for entry on this new date. However, if Ms. [redacted] is unable to attend this new date, she is welcome to resell her tickets. We have successfully disputed the claim Ms. [redacted] made with her bank and consider this matter closedbut if Ms. [redacted] has any other questions or concerns, we welcome her to contact us.
Thank you,
Online City Tickets

Great experience

Thank you for reaching out to us and bringing this matter to our attention. We take the customer experience seriously at Online City Tickets and would like to take the time to address Mr. [redacted] concerns. It is important to note that the tickets were provided to Mr. [redacted] immediately...

after his purchase and we worked with him to resend the tickets again after he contacted us.On 2/26/16 at 2:38 PM Mr. [redacted] placed his order for [redacted] which takes place on 4/28/16 at 7:00 PM. Tickets were immediately sent to the email Mr. [redacted] provided at checkout. We were contacted on 3/8/16 and 3/9/16 by Mr. [redacted] indicating that he had still not received his tickets, at which point, on both occasions, agents resent the email containing the link for Mr. [redacted] to access his tickets. As an additional resolution, we requested an alternate email address that we could provide the tickets to. Mr. [redacted] did not provide an alternate email, and as the order was placed online by Mr. [redacted] himself, we only had the ability to send the tickets to the email he provided at checkout.When Mr. [redacted] selected tickets and was taken to our checkout page, he was directed to review his itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price in bolded text. Mr. [redacted] was then directed to review our terms and conditions—visible in a text box below this order total—and presented with the bolded message “All sales are final.” At this point, Mr. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkout. After checking the box and clicking “Review Order” they are taken to the checkout page which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge.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. Online City Tickets operates our own customer service department, which is available to resolve any and all issues that our customers may encounter and contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we have provided all resolutions we can offer at this time.Regards,Online City Tickets

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for bringing this matter to our attention. We take the customer experience seriously and would like to take the time to address Ms. [redacted] concerns. We should explain that OnlineCityTickets.com is an online exchange, which...

means we do not own or generate tickets--instead, we facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: ""We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue."
When Ms. [redacted] selected tickets and was taken to our checkout page, she was directed to review her itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price in bolded text. Then, Ms. [redacted] was directed to review our terms and conditions--visible in a text box below this order total--and presented with the bolded message "All sales are final." At this point, she was also presented with the message "I agree to the sales terms and conditions. I have reviewed the Order Summary above,"" and a check box that she needed to click to continue with checkout. Below this check-box, another message was displayed that, in Ms. [redacted] case, read: "By clicking 'Place Order', your credit card will be charged $1138.15, which includes ticket, service, and delivery fees." This notice was followed by a button labeled "Place Order." When Ms. [redacted] clicked this button, she signified her acknowledgement of the total price and these terms, and completed her order.
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. While we regret Ms. [redacted] frustration, she was made aware of this fact, and made an educated, conscious decision to purchase tickets from our site.
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.

My experience was positive. I had my tickets sent to my email in less than 24 hours.

I was extremely satisfied with the availability of seats, and also of the great prices!

not happy about doing the flash thing...not sure what it is and only option if you want tickets instead of mail, will call, ect.

Thank you for getting back to us regarding this issue. In regards to Ms. [redacted] concerns regarding when she received her tickets, our records show that her tickets were emailed to her on 1/12/16, well ahead of the event date which was 2/25/16. We have been in contact with Ms. [redacted] and she notified us that she was able to use the tickets to attend the event. While, our management team is available to handle any additional concerns that Ms. [redacted] may have, we have provided tickets for entry and remained consistent with our sales terms and policies in regards to Ms. [redacted]'s transaction. We consider this matter closed and if Ms. [redacted] has any questions, he can reach out to us directly. Regards,Vivid Seats

"Helvetica Neue", Helvetica, Arial, sans-serif; font-weight: inherit; font-style: inherit; border: 1pt none windowtext;">Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address Ms. [redacted] and Ms. [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.
 
Ms. [redacted] claimed that we represented ourselves as the venue, however, it should be noted that our branding is intentionally different from those of any other site. 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 Infinite Energy Arena." The page simply displays all available tickets Online City Tickets has listed for the multiple events occurring at Infinite Energy Arena.
 
Ms. [redacted] stated that she did not agree to the order total, this should be noted as inaccurate. Our website is user-driven meaning no order can be placed without the customer having been made aware of all order details. When Ms. [redacted] viewed her tickets for the [redacted] event on 2/14/17, the top of this page clearly reiterated, “We are a resale marketplace. Ticket prices may exceed face value. This site is not owned by any venue or box office.” Once Ms. [redacted] selected tickets, she navigated to our checkout page and was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text of $490.55. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box—and presented with the message in bold, “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions listed above,” and a check box that needed to be selected in order to continue with checkout.
 
Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “All sales are final. All prices are listed in US Dollars (USD).” Since 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.
 
Ms. [redacted] mentioned some concern that her tickets were not valid. Online City Tickets ensures customers that every order is protected by a 100% Money Back Guarantee that the tickets customer’s receive will be authentic and will arrive before the event. It should be noted that in addition to this current claim, Ms. [redacted] and Ms. [redacted] have also filed a dispute with their credit card company regarding this order. We have addressed this, and the dispute was ultimately ruled in our favor. If Ms. [redacted] and Ms. [redacted] have any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. Ms. [redacted] and Ms. [redacted] purchased tickets on 9/26/16 and received their valid tickets minutes later. They then proceeded to download these tickets on 9/27/16 for their event on 2/14/17, therefore fulfilling out 100% Buyer Guarantee. As such, we consider this matter closed.
 
Regards,
Online City Tickets