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 Xcel Energy Center.” Our customer has indicated the event they purchased tickets for, Bob Seger, has been cancelled; however, this is inaccurate. Although this event was originally scheduled to take place on 11/15/2017, we were notified that it has since been postponed and the rescheduled date has yet to be announced. We immediately notified our customer of this modification via email on 10/3/2017. Directly on the checkout page our customer visited, our sales terms and conditions were clearly displayed, which included the following disclosure: “A full refund of the purchase price will be given for cancelled events...Postponed or rescheduled events will not be refunded. Vendor, in its sole discretion, will determine when an event is cancelled.” It should be noted that we were 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 questions pertaining to their order, we encourage them to contact our customer service department for further clarification. Regards,Online City Tickets

The extra service charge for purchasing online is ridiculously high. Really? A "convenience" charge? Everything is done through servers with very little human intervention, and I would imagine that enough people use the service that the charge can be significantly less.

Good!

Super user friendly, and it's nice to be able to print my tickets so that I don't lose them.

Thank you for reaching out to us and bringing this matter to our attention. We take the customer experience seriously here 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.”In regards to Mr. [redacted] claim, we have numerous successful transactions each day with satisfied customers who are fully aware of their ticket information, so we are confident in the transparency of our checkout process. When Mr. [redacted] selected their tickets, they were taken to our checkout page. From there, they were directed to review the itemized order breakdown, which clearly displays any listing disclosures (including obstructed view and Alcohol free), the price per ticket, all fees, and the total price in bolded text. Then, Mr. [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, 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 again displays any listing disclosures, the number and prices of their tickets, delivery and service fees, and the total charge. 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. Since 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.Prior to this complaint, Mr. [redacted] filed a pair of bank disputes in regards to this order; both were ultimately ruled in our favor. We have been in contact with Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mr. [redacted] may have, we consider this matter resolved.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.The listing our customer selected was classified as Electronic Transfer. Electronic Transfer refers to the process of sending digital tickets from the seller to the customer using a third party website with which we have no affiliation. Our customer’s valid tickets were initially transferred on 9/15/2017 shortly after their purchase. When tickets are transferred customers receive an email with instructions to follow and accept their tickets. We were later contacted by our customer on 11/29/2017 stating that they had deleted this email in error. At his time, as a courtesy, we contacted the seller to attempt to re-send the transfer to an alternate email address. The seller later transferred these ticket to the Yahoo account which our customer requested. Additionally the seller provided documentation verifying these tickets had been transferred to the correct email address. Our customer later indicated that they had not received this re-transfer; as such, we reached out to the seller again as a courtesy to see what could be done.The seller has since provided documentation that the customer accepted this transfer on 12/6/2017. If our customer has additional questions relating to their order, we encourage them to contact us directly. At this time, as valid tickets have been successfully transferred and accepted, we consider this matter resolved. Any additional concerns may be directed to our customer service department.Regards,Online City Tickets

inherit; border: 0px;">Thank you for reaching out to us regarding this issue. At Online City Tickets, we value our customer and appreciate the opportunity to address her 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 practice is disclosed and made transparent throughout our website and the order process. And, 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. This policy is described in detail in our Sales Terms and Conditions. During checkout, our sales agents require that a customer verbally agree to these sales terms and conditions.
Online City Tickets has reached out to Ms. [redacted] and provided a resolution that was amicable to both parties. As such, we consider this matter resolved. 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

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

A scam ridiculous that the tickets cost 48 50 apiece and I'm paying $291.00 for processing. Will never use this cite again ; going on face book to warn people about it too!

I needed tickets for [redacted] show. I [redacted]'s and the site was the second one down. I clicked on it. Read through and decided to purchase tickets. It was quick and easy all the way around. Received the email. Printed tickets and now will wrap for my wife's Christmas present. Everything went good.

Very fast to purchase; however I would like to receive my tickets now not in 2 months.

I bought concert tickets through online city tickets. The tickets were bogus. Went to show and my tickets were already "redeemed." The box office told me that my tickets were scanned 3 times that evening meaning tbree different people had my ticket number. I was informed by the box office that this has happened before with this 3rd party seller. They sell multiples of the same seats.

Perfect

I still have not received my tickets.

Very quick and easy transaction!

The only thing I would change is I would like to print my tickets right away. The up charges seem a little much, . I can't wait to go. I found the website very user friendly.

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]

Complaint: [redacted]
I am rejecting this response because: The basis of my issue is Online City Tickets uses the URL "www.pensacolacenter.com" as the originating website which then redirects to their website leading to a false mental model for the consumer. Starting from the false "www.pensacolacenter.com" website leads to the false sense the consumer is purchasing from the true Pensacola Bay Center. People make a mental model based on this information and then seek out the information that confirms their mental model, as in the case of starting from "www.pensacolacenter.com", seeing the large bold statement "Pensacola Center", then after the redirect the colors, font, etc are all the same except it is now "Online City Tickets". Human factors studies show that people interact with a device they will engage with the parts of the instructions that fit their mental model and gloss over the parts that don't; as in the case of the terms/notifications etc about resale and not official venue sales.A consumers thinking is closely related to reality because they base their predictions about the system on their mental models and thus plan their future actions based on how that model predicts the appropriate course. It should be a prime goal for website designers to make the user interface communicate the system's basic nature well enough that users form reasonable accurate mental models. In the complaint I am highlighting, Online City Tickets is not allowing the consumer to form a reasonable accurate mental model by the use of the "www.pensacoalcenter.com" website.
Sincerely,
Mark [redacted]

Thank you for your response. Though our customer continues to press forward with this matter, Online City Tickets maintains that all pertinent order details were displayed to our customer prior to checkout. As we have previously indicated, our website clearly 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." This fact is reiterated on every page throughout the checkout process. Prior to placing their order, our customer selected a check box signifying their agreement alongside the following disclosure in bold text, "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 we have thoroughly addressed all of our customer's concerns, at this time, we consider this matter closed.Regards,Online City Tickets

Fast and easy