Eventbrite, Inc.

Initial Business Response /* (1000, 5, 2015/07/31) */
Hi ***,
Thank you for bringing your refund request to our attention and for your patience as we investigated your request
Your order for Kinfolks Soul Food Festival Macon, GA has now been refunded in fullPlease note that refunded
transactions can take between 5-business days to display within the associated account linked to the card used for purchase, depending on the bank or credit card company that backs the card
We apologize for your poor experience herePlease let us know if there's anything else we can do to help on our end
Best,
Eventbrite Trust and Safety
Initial Consumer Rebuttal /* (3000, 11, 2015/09/24) */
I still haven't heard anything from Event Brite about my refund
Final Business Response /* (4000, 13, 2015/10/05) */
Eventbrite is a self-service ticketing platform where all aspects of the event, including refunds, are handled directly by the event organizerThe organizer refunded *** ***'s order for $in full on July 29th, - an email notification was sent to the email address on the orderWe sincerely apologize for your experience with this cancelled event or any confusion on your refund
We recommend contacting your bank or credit card provider for assistance in tracking the refund credit, as it should have already appeared on the statement of the card used for the purchaseIf they aren't able to locate the order, please contact our 24/support team at https://www.eventbrite.com/contact-us/

As stated,*** ** purchased a ticket for an event through Eventbrite, and typo'd his email addressOn 5/10/17, we reached out to the event organizer on his behalf, and requested a refund for the unused ticketThe event organizer responded to the request within a few hours, and the transaction
has been refunded to his cardHe'll receive the refund within 7-business days

Complaint: ***I am rejecting this response because: Eventbrite has simply not taken reasonable steps to ensure proper delivery of my package, and to accept responsibility for that package until has arrived at the address listed on the shipmentEventbrite did not contact either UPS or USPS on my behalf, nor did they contact the event organizer to determine the next steps in the processFurthermore, I was unable to get a hold of any member of their customer service team in a timely manner
The response is simply an attempt to push responsibility on all other parties (the event organizer, the deliverer, me), when it is squarely on Eventbrite's shouldersIt is frankly unacceptable that any organization have such ineptitude, and then proceed to not take responsibility for it
Any additional costs that I incur because of Eventbrite's errors will be forwarded on to themAnd, I personally will ensure that I will do anything and everything in my power to convince the event organizer to never use a low-class organization like Eventbrite ever again.
Sincerely,*** ***

Eventbrite is a self-service toolThis means that organizers handle all aspects of their events, including the refund processTo request your refund, please follow these instructions
(***)
Note: If you don't see "Request a Refund," it's likely that the organizer has disabled this feature and may not be granting refundsClick Contact the Organizer instead to request your refund.Also, the organizer used *** to process the payment for your orderIf you don't hear from them within business days, you can contact *** to file a claimThey'll be able to assist you toward a resolution
If you checked out as a guest on ***, please call *** at *** (U.S.) to file a dispute
If you're a *** member, call the number above or log into your *** account to file a dispute (***)
Note: If you're located outside of the U.S., take a look at ***'s *** *** *** (***) and choose your location to reach them
Thank you for bringing this to our attention
Best,
***
Eventbrite Customer Experience

Initial Business Response /* (1000, 6, 2015/09/21) */
Hello ***,
Our sincerest apologies that you were unable to contact usWe are here 24/7, please feel free to reach out to our Eventbrite Support team at: https://www.eventbrite.com/contact-us/
I can confirm that your account under
***@yahoo.com is set up on the Advance Payout schedule for events using our standard Eventbrite Payment Processing method
For more information on the program (including when you'll get paid,) take a look at our Help Center ArticleAlso, be sure that you enter your payout details prior to the first initiated payout to ensure there is not a delay in receipt of your advanced payouts
Here's some important information about our Advance Payouts program:
Payouts will be initiated on the 1st and 15th of each month leading up to your event, at no extra cost
Note: Direct deposits can take up to business days to reach US bank accounts after being initiated, and up to business days to reach international bank accountsPhysical checks can take up to five business days to reach you
We'll send you 75% of your total ticket sales, minus our fees, with each advance payout
Note: We withhold a reserve of 25% of total ticket sales in case you need to issue a small number of refunds and to cover chargebacksThe 25% reserve is paid out to you with your final payout five business days after the end of your event, minus our fees and any refund or chargeback amounts
There is a cap of US$25,(or the equivalent in your currency) on Advance Payouts per account at any time
The Advance Payouts program applies at an account levelAny events in your account that use Eventbrite Payment Processing will have Advance Payouts in effect and all amounts paid out prior to your events will count towards the cap
Events using our repeating events schedule feature can be signed up for advanced payoutsHowever, keep in mind this might be best for those on a monthly or annual scheduleas payouts for daily and weekly events will initiate business days after the end of each event in the series/schedule
Important: If you think you'll exceed the US$25,cap amount and/or would like to request a lower reserve percentage, be sure to include that in your reply as well
Best,
Eventbrite Trust and Safety
Initial Consumer Rebuttal /* (3000, 8, 2015/09/23) */
Eventbrite has responded to me but I'm still not completely satisfiedThey state that my payout information has been changed, but I'm not clear how the payout was changed.(see below)They need to be more specific as to whether they changed it to the Advanced payout or notIt is difficult dealing with these people because you can't get them on the phone and there is no email address for them where you can receive a personal responseEverything is automatedThanks to you, I was able to get some kind of responseI want to know specifically if they changed my payout to Advance payout
The other thing, can you find out why they hold on to our money until days after the Event dateThat's crazyPaypal and other organizations will release your money within 2-business daysFor their Advance payout, they only pay you 75% of your money and the balance days after your eventIs there any reason for this?
Final Consumer Response /* (3000, 10, 2015/09/30) */
Thank you for your emailI have reviewed their response on lineI still have not received 75% of my money which is what they said would be released on the 15th of the month(the balance released days after my event which would be 10/6/They mentioned it may take business days from the 15th to give me 75% of my money which would be September It is now Sept and I still have not received my moneyThey are holding $of my money which I need to cover some of my expenses for my event this SaturdayI'm worried that they may not release the money to my accountI supplied them with my bank information so that they can direct depositThis complaint is NOT resolved
Final Business Response /* (4000, 12, 2015/10/07) */
Hi ***,
Thank you your replyI apologize for any confusionYour account was assigned to the Advanced Payout program, Sep 21, As explained the payout schedule occurs on the 1st and the 15thWe did pay you out 75% of your ticket sales totaling $on October 1stThese funds can take 2-business days to arriveThese funds should have been deposited in your account
The final payout of $will be paid out days after your event has ended and will take 2-business days to be deposited in your account
I have included the information about the advanced payout below
Payouts will be initiated on the 1st and 15th of each month leading up to your event, at no extra cost
Note: Direct deposits can take up to business days to reach US bank accounts after being initiated, and up to business days to reach international bank accountsPhysical checks can take up to five business days to reach you
We'll send you 75% of your total ticket sales, minus our fees, with each advance payout
Note: We withhold a reserve of 25% of total ticket sales in case you need to issue a small number of refunds and to cover chargebacksThe 25% reserve is paid out to you with your final payout five business days after the end of your event, minus our fees and any refund or chargeback amounts
There is a cap of US$25,(or the equivalent in your currency) on Advance Payouts per account at any time
The Advance Payouts program applies at an account levelAny events in your account that use Eventbrite Payment Processing will have Advance Payouts in effect and all amounts paid out prior to your events will count towards the cap
We are also here by phone 24/so please don't hesitate to contact us if you have any other questionsIf you have any additional questions or concerns, please feel free to reach out to our Eventbrite Support team at: https://www.eventbrite.com/contact-us/
Best,
***
Eventbrite Trust and Safety

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, *** ***

My name is*** and I'm a member of the Eventbrite Customer Experience team
I've been working with *** *** on this case Here is the history of our conversation:========================================================5/7:AM (all times CDT) from*** *** to Eventbrite
Support
My package containing my wristbands to Boston Callings has been lost in the mail by USPSThere is currently an investigation open with USPS as to where the package is currentlyThe tracking number is:***What should I do if the package is never delivered? Are you able to reissue the tickets for me?
5/8:AM an automated email response was sent (all emails from attendees are met with an automated response first based on keywords in an effort to drive down contact demand on our support reps)
We received your message about your Eventbrite tickets, and want to make sure you get help quickly
Usually tickets are attached to the order confirmation emailIf you purchased the tickets yourself, just search the associated inbox for the name of the event you’re going to and download the PDF ticket(Make sure to check your spam folder if you can't find the ticket; order confirmations come from***
If tickets aren’t attached as a PDF, you probably don’t need to show tickets for the event, but you can always reply to the confirmation email to check with the organizer of your event
Not sure if you have an Eventbrite account or think you might have made a typo? Enter the email address you used for registration here:***If that doesn't work, follow the instructions at the bottom of this Help Center article
If you still can’t find your tickets, our Help Center covers a few other options you have (including using the Eventbrite App to show tickets right from your smartphone)There are some helpful visuals and step-by-step instructions, too
Contact the organizer of the event you're attending if you need your tickets resent. If you don’t hear back from them, you can respond to this email and we'll try to help out
8:AM he replies to the automation
Hi there,This does not answer the question at all.Boston Callings is a wristband-only eventThe tickets were sent out via UPS/USPS and are now lost in the mailUSPS tracking number ***The question is what the policy if the tickets are not delivered.Please respond promptly.Thank you
8:AM, he replies to the same automated email
To Whom It May Concern,I am responding to the below email because of an issue with the tickets to an event I purchased through Eventbrite. I purchased two tickets (wristbands) to the Boston Calling music festival for Saturday, May Those wristbands were shipped on May 1, and scheduled to be delivered May It is now May 9, and I have not received my packageI have called both UPS and USPS, and neither of them can tell me where my package isUnfortunately, the status of my order still reads that the package has not been delivered. I am quite concerned that I will be shut out of this event, as wristbands are only considered "lost" if I have not received them and they have a status of "delivered"My wristbands are lost, but have not been delivered (they were lost by USPS)I have "contacted the courier" and they are unable to track the package down.Please let me know promptly. Thank you.
8:AM I accept the case and send a response
Hello *** I’m happy to give some guidance here
If your event wristband is lost, stolen, incorrect, or damaged, you can simply deactivate your original wristband and request a replacement wristband to pick up at Will CallHead over to the Tickets page in your Eventbrite account, find your order, then select Manage Wristband to get started
I hope this helps! If you have any further questions, be sure to search our Help Center for the fastest answersOf course, we're here for you if you need further assistance, so don't hesitate to contact us
8:AM he responds
Please confirm that I will NOT be charged an additional $to pick up at Will Call, as these tickets were lost due to circumstances out of my control.Thank you.
9:AM he replies to the same email
Could you please provide a prompt response to my email below?
10:AM he replies to the same email
Please provide a prompt reply to the above email, otherwise I will be filing a complaint with the Revdex.com regarding Eventbrite's failure to deliver my wristband in a prompt manner and failure to provide adequate customer service.
10:AM he replies to the same email
Please provide a prompt reply to the above email, otherwise I will be filing a complaint with the Revdex.com regarding Eventbrite's failure to deliver my wristband in a prompt manner and failure to provide adequate customer service.
11:AM he replies to the same email
To Whom It May Concern,I am responding to the below email because of an issue with the tickets to an event I purchased through Eventbrite. I purchased two tickets (wristbands) to the Boston Calling music festival for Saturday, May Those wristbands were shipped on May 1, and scheduled to be delivered May It is now May 9, and I have not received my packageI have called both UPS and USPS, and neither of them can tell me where my package isUnfortunately, the status of my order still reads that the package has not been delivered. I am quite concerned that I will be shut out of this event, as wristbands are only considered "lost" if I have not received them and they have a status of "delivered"My wristbands are lost, but have not been delivered (they were lost by USPS)I have "contacted the courier" and they are unable to track the package down.Please let me know promptly. Thank you.
12:PM I am informed by a colleague that*** *** has begun Tweeting at Eventbrite
12:I respond
Replacement fees are set and enforced by individual event organizers, not Eventbrite You will need to check with the promoters of Boston Calling with any inquiries about their fee structure My apologies for any confusion here, but this is not something Eventbrite will be able to assist with as we have no control over the operation of the event itself
12:he responds
It is not my responsibility to pay additional fees for a package that went missing before it was received by meEventbrite needs to fix thisAs Eventbrite is the organization that sends out the tickets, it is their responsibility to ensure proper delivery of the packageIf it does not get there, they need to work with the event organizer to ensure that I do not get charged additionally. As previously mentioned, this issue will be escalated to a complaint and negative rating via the Revdex.com, unless Eventbrite is willing to take responsibility and ensure that I don't get additional charges. Please provide a prompt reply (four hours does not constitute a prompt reply).Thank you.
Mid-Afternoon (actual time not clear due to Twitter's time standard), moves to DMing Eventbrite Help on Twitter
3:he responds to the same email
I have not received a response from you in almost three hoursWhat *** *** is going on over on your end? Your title says "Eventbrite Customer Experience"I will say that I have had awful customer experienceYou have not responded to ANY of my messages promptly. As per my previous emails, I will be submitting a formal complaint and negative review to the Revdex.com
========================================================All possible steps to resolve on Eventbrite's end have been taken, and all pertinent solutions have been provided to the customer, despite claims to the contrary.I explained to him the process by which he can cancel his order and arrange pickup at will call I explained that, in order to resolve any fee questions, he will have to contact the event organizers (as they are responsible for setting the fees, not Eventbrite) Boston Calling (the organizers) reached out to him via a DM (referenced in*** final DM) to assist.I hope this information helps answer any questions you may have regarding his complaint but if there is any other information I can help by providing, I would be happy to do so You can reply directly to this email with any questions.All the best,
***
Eventbrite Customer Experience

Hello,
Eventbrite is a self-service tool, meaning the organizer sets up their entire event registration page through our service and executes all other aspects of the event itself outside of Eventbrite We have reached out to the event organizer to communicate your request for a refund
They replied to you and Eventbrite, please see the email belowPer our Terms of Service, our event organizers manage their own refunds and set their own refund policies, and as such, we will not be able to issue you a refund on their behalf.
We apologize for your poor experience with this event and wish there were more we could do to help At this time, we ask that you address any further questions or feedback regarding your refund request directly to the event organizer, who can be reached by replying to your original order confirmation, as we will be unable to offer additional assistance or communication for this request
"Thanks for bringing this to our attentionFirst, allow us to apologize for the incident at the*** The security of the venue, a separate entity from the show, essentially did not follow our protocol and misinformed the patronsAs stated on the event’s page on Eventbrite this is a nonrefundable eventWhile there is no refund, we would like to offer her free VIP ticket(s), including Meet and Greet with the cast, to the make up show at*** *** *** in *** *** ** *** *** We took the appropriate action in selecting a venue and staff to better serve all our fansThe make up show is 18+ similar to the original show at the Emporium+ attendees will receive different wristbands from +.If she is unable to attend on the 15th, she can consider the voucherThe voucher can be used toward any future event within a yearTicketholders may apply the paid value of their ticket to any show, based on availabilityPlease feel free to contact me if you need any further information.All the best,*** ***PR Specialist
***
Best,
Eventbrite Trust and Safety

We have been in communication with MsScrafford regarding her payouts over the last few weeksIn order to reissue her payouts to the correct payee, we requested that she update her payout details within her eventThese payout details were finally updated on May 23, ***Our Payments Team
was able to reissue these payouts hours after she confirmed her payout details were updatedShe should receive the reissued checks within 7-business days

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I only contacted the phone numbers and email listed on my complaint because that is all the contact information I was given by the organizersI appreciate your immediate response and I look forward to having this issue settled as soon as possible
Thank you ***.Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/09/21) */
Hi ***,
I'm writing to follow up on your request regarding ***
Eventbrite is a self-service tool, meaning the organizer sets up their entire event page and executes all of the communication before and after to
the event through our servicePer our Terms of Service, our event organizers manages the amount of tickets sold
This event was a very popular event with hundreds of thousands of people trying to register for the same tickets all at onceDue to the high demand, these tickets did sell out in seconds
Eventbrite is not a ticket reselling site, but rather a ticketing site in which sole authorized ticket sellers can sell tickets for their eventIf you've purchased tickets to an event listed on Eventbrite from a third-party, outside of our system, we unfortunately cannot guarantee that tickets will be honoredWe do not encourage the reselling or the purchasing of tickets outside of our system
Our sincerest apologies on your experience hereThank you for your understanding
Best,
Eventbrite Trust and Safety

Hello ***,
We apologize for the frustration you've experienced with your refund request for this eventI've reviewed our system, and I don't see that you've previously contacted Eventbrite regarding this requestHowever, it sounds like you've been contacting the Event Organizer
directly.
Eventbrite is a self-service toolThis means that organizers handle all aspects of their events, including the refund processSince you haven't heard from the Event Organizer, we'll be happy to send them an email on your behalf to request this refundThe organizer used Authorize.Net to process the payment for your orderIf you don't hear from them within business days, you can contact your credit card company to further your request
We'll email you with an update if we receive further communication from the Organizer regarding your refund
Best,
Ashley
Eventbrite Customer Experience

Initial Business Response /* (1000, 5, 2016/01/19) */
Hello ***,
Our sincerest apologies on your experience hereIf you could please reply to this complaint with the email addressed used when placing the order, the order # as well as the name of the event I would be happy to review this case
for you
Please note that as a third party platform, organizers set and manage their own refund policiesOur policy isn't that refunds are required, it's that a policy is required on the page, but Eventbrite is not liable for the refund in it's absence
Please don't hesitate to reach out if you have any questions or concernsI look forward to your reply
Best,
Eventbrite Trust and Safety
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Email is ***@hotmail.comOrder #XXXXXXXXX for the "Totally Overhyped New Year's Eve Party."
I understand the policy as I read it, but if Eventbrite mandates a requirement that is not followed and thus does not police its listees for adhering to Eventbrites guidelines then Eventbrite should either have no legal disclaimers listed on their site, or Eventbrite should not be a businessProviding unenforced guidelines would therefore be against most state's statutory protections of commerceThank you for your time
***
Final Business Response /* (4000, 9, 2016/01/29) */
Hi ***,
I'm writing to follow up on your refund request for Totally Overhyped New Year's Eve Party
Eventbrite is a self-service tool, meaning the organizer sets up their entire event page and executes all of the communication before and after to the event through our servicePer our Terms of Service, our event organizers manage their own refunds and set their own refund policies
You have reached out to the event organizer to communicate your request for a refund, and they denied the request for a full refundThey did refund $from the $ticket purchasePer our Terms of Service, we will honor this organizer's policy and will not be able to issue you a refundWe ask that you address any further questions or feedback regarding your refund request directly to the event organizer, who can be reached by replying to your original order confirmation
Thank you for your understanding
Best,
***
Eventbrite Trust and Safety
Final Consumer Response /* (4200, 11, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are blatantly not following their own disclaimer listed publicly on their websiteThey allow organizers to host events on their site that fail to follow the guidelines listed as consumer protection disclaimersTherefore, they have no desire to have an ethical business that follows the practices they promise to followI will not accept this and neither should any other customer

Complaint: ***I am rejecting this response because: several attempts were made to contact EventbriteI have not received any response from Eventbrite via my emails until I contact the Revdex.com and my bank Eventbrite is a fraudulent website I would love to have my money back or I will continue to let everyone know not to do business with them.Sincerely,*** ***

Initial Business Response /* (1000, 6, 2015/11/30) */
Hello ***,
Thank you for reaching outI see that you have reached out regarding this issueAs it was stated our Trust & Safety Team reviewed the unauthorized charge you referenced on your statement
At this time, we suggest that you
contact your bank or credit card company to alert them of this charge
They will be able to move this process forward and work on your behalf to resolve
Thank you for bringing this to our attention and please let us know if you have any additional questions
Best,
Eventbrite Trust and Safety
Initial Consumer Rebuttal /* (3000, 8, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What kind of answer is this? Are you kidding ne? You must submit proof of my signature and agreement to a payment plan that you re-charged on my credit card
Final Business Response /* (4000, 11, 2015/12/08) */
Hello ***,
I have resent the confirmation email to you for your recordsI apologize for any confusionThis purchase was made as a one time 50% deposit for the event International Style Institute: 3-Day Styling CourseYou would have needed to go back to the event page and purchased the second installment in order to attend the eventThis is not an automatic payment and will not continue to pull from your credit cardThe email address used when making this purchase is ***@gmail.com
As explained previously, at this time, we suggest that you contact your bank or credit card company to alert them of this charge as we can not assist you moving forward
They will be able to move this process forward and work on your behalf to resolve
Eventbrite Trust and Safety
Final Consumer Response /* (4200, 13, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is completely illegalThe organizer agreed to refund me in full but EventBrite wants to keep a fee? FOR WHAT? I will fight this until justice is servedA company that wants to keep a fee over an amount that will be fully refunded? Is the company aware of consumer rights? I need to have direct contact with the serving agent of the company and bring this in front of a judge

Final Consumer Response /* (2000, 6, 2015/06/14) */
We wrote a letter directly to the Tough Mudder Orginazation and they have resolved the issue
Thanks!!
***

Hello,We sincerely apologize for the delayed response to *** refund requestEventbrite is a self-service ticketing platform, where all aspects of an event, including refunds, are managed directly by the organizerAs the organizer responded and shared their "no refunds" policy in response to
*** refund request, per our Terms of Service, we will honor this policy and will not be able to issue a refund on behalf of the organizerThese Terms of Service can be read here ***I have sent the following message to *** regarding his refund request: "Hello,My name is ***, and I'm reaching out on behalf of the Eventbrite Trust and Safety team to follow up with you regarding your refund request and subsequent Revdex.com case for "***"We sincerely apologize for the delay here and would like to assure you that the issue has been escalated to our Trust and Safety team.Eventbrite respects your organizer's ability to set their event's refund policyAs the organizer did finally respond to your email stating their no refunds policy, the best next step is to try to connect with the organizer if you have additional questions regarding your order or their designated refund policy.I'm sorry I couldn't be of more help, but am here if you have any other questionsThank you for your understanding and cooperation."Thank you,Eventbrite Trust and Safety

Initial Business Response /* (1000, 5, 2016/01/28) */
Hello,
Thank you for bringing your refund request to our attention and for your patience as we investigated your request
Your order has now been refunded in fullPlease note that refunded transactions can take between 5-business days
to display within the associated account linked to the card used for purchase, depending on the bank or credit card company that backs the cardIf your original credit/debit card used for the order is no longer active and has been replaced, don't worry, as the refund credit will be routed back to the account to which the old card was tiedPlease feel free to contact your bank or credit card provider for more information on this process and tracking your refund
We apologize for your poor experience herePlease let us know if there's anything else we can do to help on our end
Sincerely,
Eventbrite Trust and Safety

Complaint: ***I am rejecting this response because: Eventbrite advertise on radio station in ***,** on am1070wdia about mother's day blues showI went to the website to purchase tickets for *** showEventbrite emailed me *** ticketsI tried several time to get Eventbrite threw email and phoneI tried using refund app it never worked Now they are passing the problem on to another company. Sincerely,*** ***

Complaint:***I am rejecting this response because:
It has been six weeks since the event was cancelledThe only response I can accept is a full refund. Sincerely. *** ***