Bill Ford Outdoor Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Although our customer has stated that they selected two tickets this is inaccurate. The site is completely user-driven meaning all order details are either selected or input by the customer during checkout. When on the site, our customer was prompted to select the event they were interested in and continued to the ticket listing page. Our customer then selected the listing they were interested in for the Lawn section. Each listing discloses the price per ticket and the number of ticket available in correspondence to that listing. Our customer was provided the opportunity to select a drop down box and adjust the quantity selected. Once selected, a message appeared stating “Are you sure you want to add all 10 tickets to your cart?” and selected the “OK” button to proceed to the checkout page. 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 $515.95 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. Our customer was provided another opportunity to adjust the quantity selected in the drop down box displayed at this time. 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, TFS and the site are not affiliated with any artist or venue and do not own inventory; instead, the site acts as an intermediary between customers and sellers. 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.Our customer has claimed that no tickets were delivered; this is incorrect. Our customer placed this order on 4/27/2017 at 3:18 AM CST and all 10 valid tickets were delivered to the email address on file at 1:01 PM CST. As a courtesy, our customer’s tickets were re-sent on 4/28/2017 at 7:01 AM CST prior to their event later that evening. As our customer stated, in addition to this current claim, they filed a dispute with their credit card company regarding this order. We have addressed this, and the dispute was ultimately ruled in our favor on 6/15/2017. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. At this time, we consider this matter closed though we have notated the order to be directed to a customer service manager should our customer have any further questions.Regards,Ticket Fulfillment Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Once the customer selected the event they were interested in, The Illusionists, 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. The 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 the customer’s order including the price per ticket, all fees, and the total price of $1,222.45 was displayed in bold text on the left-hand side of the page. This information was fully disclosed before customers are asked to enter any payment information. Below this order summary, customers are notified in the Ticket Information portion of the 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 the terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” The 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. The customer then proceeded to select "Confirm & Place Order" at which time their order was processed.Due to the nature of business on the secondary marketplace, TFS nor their affiliates are not affiliated with any artist or venue and does not own inventory; instead, TFS and their affiliates act as intermediaries between customers and sellers. All prices listed on the site are done so by the individual seller, not TFS, nor their affiliates, based on their personal assessments regarding a range of factors including customer demand. Since customers are purchasing tickets owned and listed by individual resellers, TFS must ensure that the 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 the customer to address all of their concerns. It should be noted that although an attempt was made to walk the customer through the checkout process, they declined. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. In addition to this claim, the customer has claimed that their tickets were not sent to them until their initial contact with us; however, this is inaccurate. The customer placed their order on 10/17/2016 and their valid tickets were sent via email on 12/2/2016. The customer later inquired about their tickets on 3/30/2017; at that time, their tickets were promptly resent to the customer’s email address on file. If the 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,Ticket Fulfillment Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Due to the nature of our business on the secondary marketplace, we are not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary service provider between customers and sellers. 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 which is a standard throughout the industry and agreed to by every customer prior to submitting their order.Our customer placed their order on 10/25/2017 and their tickets were immediately delivered to the email address on file. We were later contacted by our customer regarding the state of the tickets delivered. Once an issue was discovered, we began investigating the matter. It was discovered that at the time the tickets were delivered to our customer there was a processing error which redacted some of the ticket information. This error was corrected and valid tickets were re-sent to our customer on 10/27/2017 at 12:48 PM CST prior to their event on 12/16/2017.Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. As our customer’s valid tickets were delivered prior to their event, we have fully adhered the agreed-to sales terms. We welcome our customer to contact us directly if they have additional questions or concerns regarding their order.Regards,Ticket Fulfillment Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information. Though this claim was submitted by Ms. [redacted], it should be noted that the order was placed by Ms. [redacted].Once the customer selected the ticket listing they desired for Metropolitan Opera – Der Rosenkavalier, they were directed to the checkout page. Here, customers are provided with an order summary that displays the event details, ticket location, and number of tickets the customer has selected. The customer was prompted to provide an email address and continued to the checkout page. On this checkout page customers are presented with a complete itemized breakdown of their order on the left-hand side. This breakdown detailed the price per ticket, all fees, and the total charge of $576.95 in bold text prior to entering any payment information. Below this total customers are displayed the message, “Please note: We are an independent resale marketplace. Ticket prices may exceed face value. Prices in USD.” Customers are then presented with the terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” The customer was then required to select a check box signifying their agreement to these terms. Directly above the "Place Order" button, the order total was reiterated in bold text stating, "By clicking 'Place Order,' your credit card will be charged $576.95 which includes ticket, service, and delivery fees" at which time the customer proceeded to place their order.Due to the nature of business on the secondary marketplace, TFS is not affiliated with any artist or venue and does not own inventory; instead, TFS and their affiliates act as intermediaries between customers and sellers. All prices listed on the site are done so by the individual seller, not TFS, based on their personal assessments regarding a range of factors including customer demand. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure that the 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.In addition to this current claim, the customer has filed a dispute with their credit card regarding this order. This matter was addressed and the dispute was ultimately ruled in the favor of TFS. If the customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. At this time, we consider this matter closed.Regards,Ticket Fulfillment Services

Complaint: 12391219
I am rejecting this response because: as I have already stated this company is misrepresenting themselves and it is obvious with the over 200 complaints that are on the Revdex.com website.  Something needs to be done about this company and companies like them.  I, as well as the other people that complained, thought I was on the website for the actual venue.  As soon as I realized what was happening I tried to cancel right away but conveniently you can't contact anyone.  As I stated in my previous response I WILL ACCEPT NOTHING LESS THAN A FULL REFUND.  This company is ripping people off and the Revdex.com needs to stand up for us so they don't continue to do this.  It is very clear that this company is not reputable by all the complaints that have been received and it is very unfortunate that they have ripped off so many people.I am trusting that the company will do the right thing and refund my money and try to sell the tickets to some other poor unsuspecting victim.Your cooperation in this matter is greatly appreciated.
Sincerely,
Teresa [redacted]

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Mr. [redacted] has stated that he is unable to attend the new date of his rescheduled event. However, it should be noted that Mr. [redacted] was given ample information that refunds cannot be provided for events that are rescheduled rather than canceled. On 3/14/2017, Mr. [redacted] navigated the website and chose a listing for Harlem Globetrotters. Directly on the checkout page he visited, it was stated, “All sales are final. There are no refunds, exchanges or cancellations. If the event is postponed, tickets will be honored for the rescheduled event.” Mr. [redacted] was notified on 3/31/2017 via email that his event was rescheduled to take place on 4/14/2017 rather than on 4/11/2017.On 3/14/2017 Mr. [redacted] purchased tickets for Harlem Globetrotters on 4/11/2017. This event was later rescheduled by the artist or venue for the new date of 4/14/2017. Mr. [redacted] was informed of this date change via email on 3/31/2017. He has since indicated that he would no longer be able to attend, to which it should be noted that Mr. [redacted] cannot receive a refund for rescheduled events per the agreed-to policies at checkout. The sales policies, including the “all sales are final” policy, are disclosed throughout the purchase process. Below the itemized breakdown of all order details on the checkout page Mr. [redacted] viewed, it was stated, “All sales are final. There are no refunds, exchanges or cancellations. If the event is postponed, tickets will be honored for the rescheduled date.” Mr. [redacted] was given ample information to notify him that we are unable to provide refunds for such occurrences.Mr. [redacted] received his valid tickets via email on 3/16/2017 for him to print and bring to his rescheduled event date of 4/14/2017. It should be noted that prior to receiving this claim, we were in contact with Mr. [redacted] and thoroughly addressed all of his concerns at that time. As such, we consider this matter closed. Mr. [redacted] is encouraged to contact a member of our customer service department if he has any further concerns.Regards,Ticket Fulfillment Services.

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Once the customer selected the event they were interested in, Beautiful – The Carole King Musical, they navigated to the ticket listing page. 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. The 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 the customer’s order including the price per ticket, all fees, and the total price of $687.91was displayed in bold text on the left-hand side of the page. These details were fully disclosed before the customer was asked to enter any payment information. Below this order summary, customers are displayed the message, “Please note: We are an independent resale marketplace. Ticket prices may exceed face value. We are not owned by any venue.” Customers are then presented with the terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” The customer was required to select a check box signifying their agreement to these terms with 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” and their total charge reiterated in large, bold text. The customer’s order total was restated here stating, “Total charge: $687.91 Includes service and delivery fees.” 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. The customer then proceeded to select "Confirm & Place Order", at which time their order was processed.Due to the nature of business on the secondary marketplace, TFS and their affiliates are not affiliated with any artist or venue and does not own inventory; instead, TFS acts as an intermediary between customers and sellers. All prices listed on the site are done so by the individual seller, not TFS, based on their personal assessments regarding a range of factors including customer demand. 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. Prior to receiving this claim we thoroughly discussed this matter with the 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 the 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,Ticket Fulfillment Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Once our customer selected the event they were interested in, Jersey Boys, 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 $789.95 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 and 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.” For every order place on our site the customer’s order total is reiterated below this in large, bold text. 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. Our website is completely user-driven, meaning all order information is either selected or input directly by customers.Due to the nature of our business on the secondary marketplace, Ticket Fulfillment Services 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 Ticket Fulfillment Services, 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.Ticket Fulfillment Services 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, Ticket Fulfillment Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Our customer stated that they navigated to our site to retrieve a phone number. The homepage of the site states, “[The site] is an event ticket resale marketplace.” Further clarification regarding the nature of the secondary marketplace is also available on the Frequently Asked Questions portion of the site. Additionally, when our customer contacted the sales agent, prior to the representative placing the order on behalf of the customer, the representative asked our customer if they agreed to our sales policies, which include an “all sales are final” policy, and that they were aware they may be paying above face value. Our customer verbally agreed to this and the order was submitted.With regard to our customer’s concerns about tickets being available before the tickets on the primary market were released to the general public, we would like to provide clarification. Tickets on the secondary market may become available to purchase prior to the primary market due to a number of possibilities; for instance, sellers may be season ticket holders or subscribers. Arrangements parties may have with box offices, venues, promoters, artists, or teams allow them to know in advance where they will acquire tickets.Due to the nature of our business on the secondary marketplace, TFS and the site are not affiliated with any artist or venue and do not own inventory; instead, the site acts as an intermediary between customers and sellers. All tickets on our marketplace are set by individual sellers based on their assessments of a range of market factors including customer demand. This information is disclosed to, and must be agreed to, by customers for them to proceed with placing an order. 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. Prior to receiving this claim we discussed this matter with our customer to thoroughly address their concerns. We maintain that all order details were sufficiently discussed 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,Ticket Fulfillment Services

Complaint: [redacted]
I am rejecting this response because:The seller never offered anything in the way of settlement. What they did in sending me the tickets was what they were expected to do. The were just giving me"snow in December" and nothing in the way of conciliation. I did list the tickets on [redacted] for Lenox, MA and got no responses. In fact, I don't even know at this juncture is whether the concert went on as scheduled. The most important point is that this matter is that because of my emergency cancer surgery I was advised by my medical staff not to even consider attempting to drive to the performance. This was a post-sale contingency which I feel is not covered by the 4 corners of the contract. What if a war or terroristic attack had occurred on the performance date, what if there was an epidemic, or the some of the major performers were unable to appear (thus, necessitating minor dancers to perform) would all of these contingencies not void the validity of the contract? I think not. I think that equitable considerations must be taken into account here. As it says in Equitable law, "Equity aids the Vigilant" I acted diligently as soon as I knew of the medical condition that afflicted me and I think any [redacted] would side with me on this issue.
Sincerely,
L[redacted] F[redacted]

Thank you for reaching out to us and bringing this matter to our attention. We appreciate the chance to address Mr. [redacted]’ concerns. Ticket Fulfillment Services (“TFS”) processes orders and provides customer service for a variety of online ticket marketplaces, and is not affiliated with any artist...

or venue and does not generate tickets as a primary box office. This means neither TFS nor the secondary ticket marketplaces for which we are a provider own tickets—instead, the secondary ticket marketplaces facilitate transactions between ticket buyers and ticket sellers. Mr. [redacted] has indicated that we, or our affiliate, set the price of tickets listed on the site; however, this is inaccurate. As a secondary marketplace, TFS and our affiliate sites do not own or generate tickets. Rather, all tickets listed on the site are owned and priced by individual sellers. This means the seller selects a price based on a range of factors including customer demand. This also means the majority of any ticket sold on the affiliates site goes directly to the seller, not TFS or its affiliate. Mr. [redacted] has also implied that his order total, including the service fee, was not presented prior to purchase; yet no order can be placed on our affiliate’s site without a complete breakdown of all pricing details having been presented. After Mr. [redacted] selected the ticket listing he desired for Country 102.5 Street Party, he was directed to the checkout page. Here customers are provided with an order summary that displays the event details, ticket location, and price per ticket. Mr. [redacted] was prompted to provide an email address and continued to the checkout page. On this checkout page Mr. [redacted] was presented with a complete itemized breakdown of his order on the left-hand side. This breakdown detailed the price per ticket, all fees, and the total charge of $290.95 in bold text prior to entering any payment information. Mr. [redacted] was then required to agree to our terms and conditions and presented with the bold message “All sales are final.” At this point, Mr. [redacted] 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 needed to be selected in order to continue with checkout. No order can be placed without the customer having agreed to this. Directly below the check box, and above the "Place Order" button, the order total was reiterated in bold text stating, "By clicking 'Place Order,' your Credit Card will be charged $290.95 which includes ticket, service, and delivery fees" and which point Mr. [redacted] proceeded to place his order. Though Mr. [redacted] has indicated that the service fee as well as his order total was not presented sufficiently, every order placed on this site promptly displays all pricing details. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure that the 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 have been in contact with Mr. [redacted] to thoroughly address this matter. Nevertheless, we have offered Mr. [redacted] a resolution, stepping outside of the agreed upon terms, in the interest of customer service. Mr. [redacted] accepted this offer and we have reached an amicable resolution. As such, we consider this matter resolved and encourage Mr. [redacted] to contact us with any additional concerns he may have. Regards,Ticket Fulfillment Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Although our customer has indicated they were on the [redacted] website, this should be noted as inaccurate. The site has no affiliation with [redacted] and operates an independent website. Additionally, the top of every event and ticket listing page notifies customers, "We display resale marketplace tickets. Prices may be above or below face value. This site is not affiliated with any venue." Once the customer selected the ticket listing they desired, they were directed to the order summary page. Here, customers are provided with an order summary that displays the event details, ticket location, and number of tickets the customer has selected. The customer was prompted to provide an email address and continued to the checkout page. On this checkout page customers are presented with a complete itemized breakdown of their order on the left-hand side. This breakdown detailed the price per ticket, all fees, and the total charge prior to entering any payment information. The customer was then required to select a check box signifying their agreement to these terms stating, “I agree to the sales terms and conditions. I have reviewed the Order Summary above. I understand that this site displays resale tickets and that prices may be above face value. I understand that this site is not affiliated with any venue. All sales are final. All prices are listed in US Dollars.” Directly above the "Place Order" button, the order total was reiterated in bold text. Here, the message stated, "By clicking 'Place Order,' your credit card will be charged $317.50 includes ticket, service, and delivery fees" at which time the customer proceeded to place their order.Due to the nature of business on the secondary marketplace, TFS and their affiliates are not affiliated with any artist or venue and does not own inventory; instead, TFS acts as an intermediary between customers and sellers. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure that the policies are fair to both parties. This means that we are typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed-to at the time of purchase.In addition to this current claim, the customer filed a dispute with their credit card regarding this order. We have addressed this, and the dispute was ultimately ruled in the favor of Ticket Fulfillment Services. Nonetheless, TFS has been in contact with the customer and offered a one-time courtesy resolution in the interest of customer service. The customer has accepted this as an amicable resolution; as such, we consider this matter resolved. Any additional questions our customer may have can be directed to our customer service department to provide further assistance. Regards,Ticket Fulfillment Services

Complaint: 12338228
I am rejecting this response because:
Sincerely,
David [redacted]

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Once the customer selected the event they were interested in, Waitress, 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. The 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 the customer’s order including the price per ticket, all fees, and the total price of $779.51 was displayed in bold text on the left-hand side of the page. This information was fully disclosed before customers are asked to enter any payment information. Below this order summary, customers are notified in the Ticket Information portion of the 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 the terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” The customer was required to select a check box signifying their agreement to these terms and 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.” For every order place on the site the customer’s order total is reiterated below this in large, bold text. 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. The customer then proceeded to select "Confirm & Place Order", at which time their order was processed.Due to the nature of business on the secondary marketplace, TFS and their affiliates are not affiliated with any artist or venue and does not own inventory; instead, TFS acts as an intermediary between customers and sellers. All prices listed on the site are done so by the individual seller, not TFS, based on their personal assessments regarding a range of factors including customer demand. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure that the 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 the 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 the 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,Ticket Fulfillment Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.The site is completely user-driven meaning all order details are either selected or in-put by the customer themselves. The checkout process provides customers with multiple opportunities to review the details of their orders. On 7/12/2017 at 3:12 PM CST, our customer placed one order for a production of the Grand Ole Opry taking place on 7/14/2017. Our customer then placed a second order, two minutes later, for the same event. While placing both orders, our customer was initially prompted to select an event on the event listing page. Once an event is selected, customers are taken to the ticket listing page, the top of which reiterates the event details. After the listings were selected, our customer was brought to checkout page. Prior to submitting their order our customer was presented with an even more in-depth order summary stating the event details, price per ticket, and order totals in bold text before entering any payment information. Customers are then presented with the 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; without having done this, no order can be placed on the site. 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, TFS and the site are not affiliated with any artist or venue and do not own inventory; instead, we act as an intermediary between customers and sellers. 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.We later received a dispute from our customer’s financial institution; although our customer has stated they qualify to receive a full refund, this should be noted as inaccurate. The terms, which our customer agreed to prior to checkout, clearly state, “If you dispute a charge and it is determined that the charge was valid and not the result of credit card or other payment fraud, we have the right to seek payment, including all associated fees, by whatever means necessary... We may also mitigate our damages by relisting and selling the tickets that are the subject of the underlying payment dispute.” We addressed the claim, and the dispute was ultimately ruled in our favor. As such, our customer was refunded the appropriate amount as a result of their direct violation of our terms. This was clarified via email on 7/26/2017 and 8/7/2017. As we have fully addressed our customer’s concerns, they received the exact tickets which they selected prior to their event, and they were reimbursed the applicable amount, per our terms, we consider this matter closed.Regards,Ticket Fulfillment Services

Thank you for reaching out to us regarding our customer's concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. As such, we are able to provide the following information. Although our customer has stated their tickets were...

not delivered, this is inaccurate. On 5/2/2017 at 8:40 AM CST, our customer placed an order for tickets to a Matchbox Twenty and Counting Crows concert taking place on 9/27/2017. Their valid tickets were delivered immediately after this, at approximately 8:42 AM CST. This is the first we are learning of our customer's concerns as they have not contacted us directly. Nevertheless, our customer's tickets were re-sent to the email address on file on 8/14/2017 at 7:57 AM CST. As our customer's valid tickets have been delivered prior to their event on 9/27/2017, we consider this matter resolved. For any additional questions our customer may have, we encourage them to contact our customer service department to be directed to a customer service manager.Regards,Ticket Fulfillment Services

Thank you for your reply. As we clarified in our initial response, the site thoroughly discloses its operations on the secondary marketplace throughout the checkout process. This fact is stated on the home page, the top of every ticket listing page, and is further reiterated on the checkout page prior to submitting an order. Additionally, our customer was required to select a checkbox agreeing 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" prior to placing the order.Since customers are purchasing from individual sellers, once an order is placed we must adhere to the "all sales are final" policy which is agreed to by our customers. If our customer no longer wishes to own the tickets which were delivered shortly after the order was placed, they may relist the tickets on a site which facilitates that options for ticket holders. As TFS and the site do not own inventory; rather tickets are owned and listed by professional sellers, we are unable to provide this resolution. Further questions our customer may have can be directed to the customer service department.Regards,Ticket Fulfillment Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.The website the customer visited is completely user-driven, meaning all order information is either selected or input directly by customers. Once the customer selected the ticket listing they desired for Willie Nelson and Alison Krauss, they were directed to the order summary page. Here, customers are provided with an order summary that displays the event details, ticket location, and number of tickets the customer has selected. The customer was prompted to provide an email address and continued to the Billing portion of checkout. After providing an address, customers are presented with a complete itemized breakdown of their order on the right-hand side. This breakdown detailed the price per ticket, all fees, and the total charge of $438.95 in bold text prior to entering any payment information. The customer was then required to select a check box signifying their agreement to these terms stating, “I agree to the sales terms and conditions. I have reviewed the Order Summary above. I understand that this site displays resale tickets and that prices may be above face value. I understand that this site is not affiliated with any venue. All sales are final. All prices are listed in US Dollars.” Directly above the "Place Order" button, the order total was reiterated in bold text. Additionally, the customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $438.95 which includes ticket, service, and delivery fees" at which time the customer proceeded to place their order.Due to the nature of business on the secondary marketplace, TFS and their affiliates are not affiliated with any artist or venue and does not own inventory; instead, TFS acts as an intermediary between customers and sellers. All prices listed on the site are done so by the individual seller, not TFS nor their affiliates, based on their personal assessments regarding a range of factors including customer demand. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure that 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.It should be noted that TFS has been in contact with the customer and offered a one-time courtesy resolution in the interest of customer service. The customer has accepted this as an amicable resolution; as such, we consider this matter resolved. If the customer has any additional concerns relating to their order, we welcome them to contact our customer service department.Regards,Ticket Fulfillment Services