BrownPaperTickets.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Brown Paper Tickets is a third-party ticketing platform that provides event organizers with the tools needed to sell event tickets, as well as offering support to customers who wish to buy tickets or make changes to existing ordersBrown Paper Tickets is not involved in the organization or onsite
management of the events on sale at www.BrownPaperTickets.com
While not directly associated with the events themselves, Brown Paper Tickets takes all customer feedback seriously and has an internal process for investigating claims relating to event-specific issuesBrown Paper Tickets seeks to facilitate dialogue between event organizers and event attendees as needed to resolve any issues in a mutually satisfactory manner
When Brown Paper Tickets was first notified of this customer's dissatisfaction with the event via an email from her friend and fellow customer, support representatives followed standard procedure in documenting the event for reviewUnfortunately, it appears that due to an administrative oversight, the customers did not receive a direct and timely response regarding the decision on their original claim
Upon receipt of the customers' most recent email, the supervisory team re-assessed the claim and discovered the lapse in communicationWe will review the event investigation procedure with members of the support team who may need additional training to prevent these kinds of delays for future customersIn the meantime, Brown Paper Tickets has initiated a full refund to the customer's cardThe credit should settle on the customer's financial statement in the next several business days if it has not appeared alreadyWe apologize for the delay in resolving this case and hope that this resolution is satisfactory to the customer

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBPT:Thank you for the detailed reply.I checked all of my paper (credit card) and electronic (PayPal) records and I have no record of any refund from "mountainhome family automotive llc" (although the original payment appears on both).I did reply (three times) to the cancellation notice e-mail (although I now notice that the address is prefaced by "noreply")Maybe an automated reply, or error message, would have helped me identify this easier/faster? Anyway, I accept/understand that is the reason why BPT did not reply to me.Thank again, for your clear and considerate replyHowever, I must admit that I'm a little concerned about ever getting a refund since the reason given for the cancellation was "unstable club owner"! *** ***

Brown Paper Tickets is a third-party ticketing platform that provides event organizers with the tools needed to sell event tickets, as well as offering support to customers who wish to buy tickets or make changes to existing ordersBrown Paper Tickets is not involved in the organization or onsite
management of the events on sale at www.BrownPaperTickets.com
While not directly associated with the events, Brown Paper Tickets takes all customer feedback seriously and has an internal process for investigating claims relating to event-specific issuesBrown Paper Tickets seeks to facilitate dialogue between event organizers and event attendees as needed to resolve any issues in a mutually satisfactory manner
When Brown Paper Tickets was first notified of this customer's dissatisfaction with the event, support representatives followed standard procedure in documenting the event for reviewUnfortunately, it appears that due to an administrative oversight, the customer did not receive a direct and timely response regarding the decision on their original claim
Upon receipt of the customer's most recent email, the supervisory team re-assessed the claim and discovered the lapse in communicationWe will review the event investigation procedure with members of the support team who may need additional training to prevent these kinds of delays for future customersIn the meantime, Brown Paper Tickets has initiated a full refund to the customer's cardThe credit should settle on the customer's financial statement in the next several business days if it has not appeared alreadyWe apologize for the delay in resolving this case and hope that this resolution is satisfactory to the customer

Complaint: ***I am rejecting this response because:Sincerely,*** ***
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Brown Paper Tickets is a third-party ticketing platform that provides event organizers with the tools needed to sell event tickets, as well as offering support to customers who wish to buy tickets or make changes to existing ordersBrown Paper Tickets is
not involved in the organization or onsite management of the events on sale at www.BrownPaperTickets.com
While not directly associated with the events themselves, Brown Paper Tickets takes all customer feedback relating to the events seriouslyBrown Paper Tickets seeks to facilitate dialogue between event organizers and event attendees to resolve any issues in a mutually satisfactory mannerIn the case of the customer who submitted this complaint, Brown Paper Tickets was first alerted to the customer's dissatisfaction on October 11, and representatives undertook an investigation of the claimA full refund of the ticket price + service fee was initiated on October and should settle on the customer's financial statement in the next 5-business days
We hope that this resolution is satisfactory to the customer

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Brown Paper Tickets is a third-party ticketing platform that provides event organizers with the tools needed to sell event tickets, as well as offering support to customers who wish to buy tickets or make changes to existing ordersBrown Paper Tickets is
not involved in the organization or onsite management of the events on sale at www.BrownPaperTickets.com
While not directly associated with the events themselves, Brown Paper Tickets takes all customer feedback relating to the events seriouslyBrown Paper Tickets seeks to facilitate dialogue between event organizers and event attendees to resolve any issues in a mutually satisfactory mannerIn the case of the customer who submitted this complaint, Brown Paper Tickets was first alerted to the customer's dissatisfaction on Monday, October 3, and representatives undertook an investigation of the claimA full refund of the ticket price + service fee has been initiated and should settle on the customer's financial statement in the next 5-business days
We hope that this resolution is satisfactory to the customer

Brown Paper Tickets (BPT) is a? third-party ticketing agency that provides event organizers with the? tools needed to sell event tickets, as well as offering support to? customers who wish to buy tickets or make changes to existing? ordersBPT is not involved in the organization of
the events on? sale at www.brownpapertickets.com.The organizers of the Summer Breeze? Music Festival opted to receive event funds directly through ***,? thus Brown Paper Tickets does not have access to the funds to issue? any refundsBrown Paper Tickets only provided event management? tools in advance of the event and was not involved in either? processing payment for tickets or organizing the logistics of? admission on the day of the eventWe do understand the? customer's frustration with the apparent lack of separation between? General and VIP seating and will strive to advise our clients on? proper admissions procedures in the future.The event organizer has stated on their? website and on the printed tickets that the lineup for the festival? was subject to change and no refunds would be granted due to artist? changesHowever, in an effort to resolve the issue of admission to? the event, we recommend that the customer contact the event organizer? directly via email at ***@summerbreezemusicfest.com? or by phone at ***

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: they are responsible for it.  Not the organizer.  Money was refunded I had to ask multiple times specifically three times!  The first two I was told NO.  Also they are responsible for the fee and me having to   Brownpapertickets sts all the policies.  Sincerely,[redacted]

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Brown Paper Tickets is a third-party ticketing platform that provides event organizers with the tools needed to sell event tickets, as well as offering support to customers who wish to buy tickets or make changes to existing orders. Brown Paper Tickets is...

not involved in the organization or onsite management of the events on sale at www.BrownPaperTickets.com.
If a significant change is scheduled for an event, such as the performance venue or date, Brown Paper Tickets works with the event organizer to facilitate refunds or ticket exchanges to all ticket holders. We are sorry to hear that this customer attempted to contact us for a refund and received no reply, but at her her request, we have initiated a refund of the full ticket value plus service fee from her original purchase. The credit should appear on her statement in the next 5-7 business days.
We hope this is a satisfactory resolution and look forward to serving the customer again.
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Brown Paper Tickets (BPT) is a third-party ticketing agency that provides event organizers with the tools needed to sell event tickets, as well as offering support to customers who wish to buy tickets or make changes to existing orders. BPT is not involved in the organization of...

the events on sale at www.brownpapertickets.com.The organizers of the Summer Breeze Music Festival opted to receive event funds directly through [redacted], thus Brown Paper Tickets does not have access to the funds to issue any refunds. Brown Paper Tickets only provided event management tools in advance of the event and was not involved in either processing payment for tickets or organizing the logistics of admission on the day of the event. We do understand the customer's frustration with the apparent lack of separation between General and VIP seating and will strive to advise our clients on proper admissions procedures in the future.The event organizer has stated on their website and on the printed tickets that the lineup for the festival was subject to change and no refunds would be granted due to artist changes. However, in an effort to resolve the issue of admission to the event, we recommend that the customer contact the event organizer directly via email at [redacted]@summerbreezemusicfest.com or by phone at [redacted].

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Brown Paper Tickets is a third-party ticketing platform that provides event organizers with the tools needed to sell event tickets, as well as offering support to customers who wish to buy tickets or make changes to existing orders. Brown Paper Tickets is...

not involved in the organization or onsite management of the events on sale at www.BrownPaperTickets.com.
While not directly associated with the events themselves, Brown Paper Tickets takes all customer feedback relating to the events seriously. Brown Paper Tickets seeks to facilitate dialogue between event organizers and event attendees to resolve any issues in a mutually satisfactory manner. In the case of the customer who submitted this complaint, Brown Paper Tickets was first alerted to the customer's dissatisfaction on October 11, and representatives undertook an investigation of the claim. A full refund of the ticket price + service fee was initiated on October 17 and should settle on the customer's financial statement in the next 5-7 business days.
We hope that this resolution is satisfactory to the customer.

Brown Paper Tickets is a third party service provider that provides event organizers the tools needed to list events and sell tickets, as well as offering support to customers who wish to buy tickets or make changes to existing orders. BPT is not involved in the organization of the events on sale at...

www.brownpapertickets.com.In this case, the event organizer did not specify that their first showing was a dress rehearsal (which tickets are commonly sold for). The event was not fraudulent or purposefully advertised with inaccurate information. Once the customer contacted Brown Paper Tickets and informed us of his disappointment with the performance, Brown Paper Ticketsrepresentatives confirmed the situation with the event organizers and processed a refund to the customer of the full ticket price plus service fee.

Brown Paper Tickets (BPT) is a third-party ticketing agency that provides event organizers with the tools needed to sell event tickets, as well as offering support tocustomers who wish to buy tickets or make changes to existing orders. BPT is not involved in the organization of the...

events on sale at [redacted]After an event has taken place, ticket sales funds are reconciled and paid to the organizer of the event. Once payment has been sent, it is BPT policy to refer new refund requests to the event organizer for authorization. In the case of this customer's issue, the event organizers responded swiftly with confirmation that one of the films had been cancelled and authorized BPT to refund affected customers. BPT initiated a refund of the customer's ticket and service fee on July 2. The customer should see the credit of $26.87 reflected on their statement in the next few days.Regarding the ticket service fee, BPT collects a per-ticket service fee from every ticket purchase in order to cover operational costs including website maintenance, 24/7 online and phone support for both ticket buyers and event organizers, as well as the cost to process credit card transactions. The service fee is $0.99 + 3.5% whether a customer chooses to pick up their tickets at will-call, print tickets at home, have tickets mailed via [redacted], or receive tickets on their smartphone via SMS/Text message.The logistics of check-in on the day of the event are up to the event organizer. We would be happy to forward the customer's feedback regarding check-in at this event to the organizers to help them determine a smoother process for future events.

P { margin-bottom: 0.08in; }A:link { } Brown Paper Tickets is a third-party ticketing platform offering support to Event Organizers and Event Attendees. Brown Paper Tickets is not involved in the organization or onsite management of the events on sale on our website. Our records confirm that the...

customer purchased tickets on September 28, 2016 through the Brown Paper Tickets website. While Brown Paper Tickets provided the platform to purchase tickets, payment was made directly to the Event Organizer's PayPal account and Brown Paper Tickets did not have access to the funds from the transaction. Any refund would have to be initiated by the Event Organizer. The customer should have seen the Event Organizer's business name on their PayPal account summary or credit card statement to confirm the transaction (mountainhome family automotive llc, as indicated in the order confirmation notes. Screenshot attached). On October 13, the Event Organizer sent a notification to attendees that the performance had been cancelled and that refunds could be expected within 60 days (as initiated by the Event Organizer). We encourage the customer to review their PayPal or credit card statement again to confirm whether or not a refund has been issued from mountainhome family automotive llc. If the customer still does not see the credit/refund, we recommend that they contact the Event Organizer directly to request assistance at [redacted]@yahoo.com. In the interest of facilitating a swift resolution, we will also contact the Event Organizer on the customer's behalf to request confirmation of the status of the customer's refund but we still recommend that the customer attempt to reach the Event Organizer directly. The customer also indicated that they had attempted to contact Brown Paper Tickets via email on several occasions for assistance with the refund but received no response. We take great pride in our swift attention to customer inquiries and are disappointed that there may have been a gap in communication. However, we are unable to find any record of emails from the customer in our email support system. The notification system used for the cancellation notice is a one-way messaging system which unfortunately does not support replies. If the customer replied directly to the notification message they received regarding the event, it was not delivered to the Brown Paper Tickets support team and thus has not received a response. We sincerely apologize for this oversight and will work to improve the visibility of appropriate contact information in the event notification messages in the future to prevent further gaps in communication and delays in issue resolution. We hope that this information helps the customer move forward and achieve a positive resolution to their inquiry. If they require any further assistance with this matter, our support team can be reached 24 hours a 800-838-3006 x 1 or [email protected].

P { margin-bottom: 0.08in; }A:link { } Brown Paper Tickets is a third-party ticketing platform that provides event organizers with the tools needed to sell event tickets, as well as offering support to customers who wish to buy tickets or make changes to existing orders. Brown Paper Tickets is not...

involved in the organization or onsite management of the events on sale at www.BrownPaperTickets.com.As an event sales facilitator, Brown Paper Tickets assesses refund requests on a case-by-case basis in communication with the event organizer to ensure that customers' needs are attended to. At the end of the event in question, there was a miscommunication about this customer's refund status. Brown Paper Tickets requested clarification from the event organizer at the time but did not receive a response. Following the customer's contact on May 12, a representative reached out to the event organizer again on the customer's behalf. Fortunately, the event organizer was able to quickly clarify the request and for both tickets to be refunded. A refund was initiated on May 18 for the full amount of the ticket purchase ($20). The customer should see the transaction settle in the next 5-7 business days. We take great pride in our customer service and the care we take to facilitate expedient resolution of all ticket buyer issues. We were disappointed to see that this customer's issue did not get attended to in a timely manner and will re-assess our internal processes to ensure that we handle future requests as efficiently as possible. In the meantime, we hope that this resolution is satisfactory to the customer and look forward to serving them again in the future.

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Brown Paper Tickets is a third-party ticketing platform that provides event organizers with the tools needed to sell event tickets, as well as offering support to customers who wish to buy tickets or make changes to existing orders. Brown Paper Tickets is...

not involved in the organization or onsite management of the events on sale at www.BrownPaperTickets.com.
The organizers of the event in question processed ticket sales directly into their own merchant account, as indicated on the confirmation screen at the end of the customer's purchase (screenshot attached). BPT at no point had access to the funds from the ticket purchase and thus is unable to issue a refund to the customer.
In a situation such as this, Brown Paper Tickets in good faith seeks to facilitate communication between the event organizer and the ticket buyer in hopes of a positive resolution for both parties. Brown Paper Tickets representatives additionally reached out to the event organizer on behalf of the ticket buyer to request clarification of the onsite admissions policies at the event. However, the event organizer claimed that no attendees were turned away and refused to issue a refund. We advised the ticket buyer that the only remaining option was to file a chargeback claim with their credit card banking institution to initiate their appeals process.

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]