Online City Tickets

Thank you for reaching out to usAt Online City Tickets, we value our customers and would like to take the time to address our customer’s concernsIt should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellersDirectly on our website it states, “We are a resale marketplace, not a box office or venueTicket prices may exceed face valueThis site is not owned by [redacted] Arena." We operate an independent website and have no affiliation with the venue.Once our customer selected the event they were interested in, [redacted] Farewell Concert with [redacted] , they navigated to the ticket listing pageThe top of this page clearly notifies customers, “We are a resale marketplacePrices may exceed face valueThis site is not owned by any venue.” This message is also displayed on the top of every page throughout the checkout processAfter customers select the ticket listing they desire, they are directed to the checkout pageHere, customers are provided with an order summary that displays the event details, ticket location, and price per ticketOur customer was prompted to provide an email address and select a delivery methodAfter a delivery method is selected, since methods vary in price, a new order total is calculatedA complete itemized breakdown of our customer’s order including the price per ticket, all fees, and the total price of $was displayed in bold text on the left-hand side of the pageThis information was fully disclosed before our customers are asked to enter any payment informationBelow this order summary, our customers are notified in the Ticket Information portion of our site that, “We are a resale marketplaceWe are not a box office or venueThis site is not owned by any venuePrice: Ticket prices may exceed face value.” Customers are then presented with our terms and conditions, including a bold message which clarifies, “All sales are finalAll prices are listed in US Dollars (USD).” Our customer was required to select a check box signifying their agreement to these termsCustomers are then prompted to select the "Review Order" button below these termsOnce selected, customers are taken to a review page which displayed their payment information, order summary and provided an additional itemized cost breakdown of their orderOur 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, Online City Tickets is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellersAll prices listed on our site are done so by the individual seller, not Online City Tickets, based on their personal assessments regarding a range of factors including customer demandthis fact is disclosed throughout the purchase process to sufficiently notify customers/ Since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.This is the first we are learning of our customer's concerns as they have not contacted us directlyOur customer's valid tickets were delivered on 7/31/before their event on 10/25/We maintain that all order details surrounding the nature of their purchase was sufficiently displayed prior to placing their order; as such, we consider this matter closedIf 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 addressedRegards,Online City Tickets

Thank you for reaching out to us, as we here at Online City Tickets always appreciate the opportunity to address a customer’s concernsOn 09/27/2015, Ms [redacted] purchased tickets to see [redacted] on 07/01/This event was later postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Ms [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkout.This policy is in place with the goal of ensuring that the customer can attend the event they originally selectedIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we resolved this matter with Ms [redacted] and hope he will consider Online City Tickets for his future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Online City Tickets

It was easy to get ticketsI was able to print them out right awayWhen I bought them the site provided me with the row but not the seat number so I did not know how far to the side I was paying forThey need to provide that information

Thank you for reaching out to us regarding this issueOnline City Tickets has provided a resolution to this matter that is amicable to both partiesAs noted, Ms [redacted] has filed a dispute with her financial institutionDue to the nature of the dispute process, we encourage Ms [redacted] to follow up with her bank for more information regarding the resolution we providedAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Online City Tickets for her future event ticket needsIf she has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team Regards, Online City Tickets

Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ Thank you for bringing this matter to our attentionWe take the customer experience seriously and would like to take the time to address Mr [redacted] concernsWe should explain that OnlineCityTickets.com is an online resale marketplace, which means we do not own or generate tickets--instead, we merely facilitate transactions between ticket buyers and ticket sellersThis fact is noted on every checkout page and at the top of our homepage with the statement: "We are a resale marketplacePrices may exceed face valueThis site is not owned by any venue." Mr [redacted] claims that he did not intend to place his order for tickets to see Phantom of the Opera--and that rather, while he was deliberating, his year-old child placed the order without his consentAs a result, Mr [redacted] feels that he is entitled to a refundMr [redacted] also claims that he never received a receipt, or his tickets Because sellers in our marketplace list their own tickets and are notified as soon as a customer places an order for those tickets, we must ensure our policies are fair to both partiesAnd so, as the events that resulted in Mr [redacted] order being placed were not the fault of and completely outside the control of both the seller and OnlineCityTickets.com, we must maintain an "all sales are final" policy and cannot issue a refundIn response to Mr [redacted] secondary concern, our records show that the email containing the link to download his e-tickets was successfully sent less than two hours after his order was placedIn addition, we have since emailed Mr [redacted] a receipt showing a clear breakdown of his charges--the same breakdown that was displayed to him at checkout Our sales policies, including our "all sales are final" policy, are disclosed throughout the purchase process--from a notice on every ticket page to a sales terms statement displayed at checkout with the message "All sales are finalAll prices are listed in US Dollars (USD)." While we regret Mr [redacted] frustrating circumstance, we are unable to cancel the order or issue a refundHowever, if he has any further questions, we welcome him to contact us Thank you, OnlineCityTickets

Thank you for reaching out to usAt Online City Tickets, we value our customers and would like to take the time to address Ms [redacted] concernsIt should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets?"instead, we merely facilitate transactions between ticket buyers and ticket sellersMs [redacted] stated that she began looking for tickets through our webpageThroughout our website it states, “We are a resale marketplace, not a box office or venueTicket prices may exceed face valueThis site is not owned by any venue or box office.”? Our contact information is also readily available throughout our site to assist customers with and concerns they may have.? On 10/Ms [redacted] ? contacted the Online City Tickets sales department, regarding which seats were closer given her price range for the Disney on Ice: Follow Your Heart event later that dayOur sales agent provided clarification to Ms [redacted] that the seats she was viewing in Section Row Q would in fact be closer than seats in Section Row AA.? As a secondary marketplace, Online City Tickets is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between? ticket buyers and ticket sellersOur sales agent clarified to Ms [redacted] that the price difference in ticket listings was due to the face that sellers set the price based on those individual? sellers’? assessments of changing factors such as customer demandOn this call Ms [redacted] was also notified that tickets may be above face value prior to placing the order.? Ms [redacted] expressed concerns about the name on her ticketsThe name on the tickets represents the original purchaser that resold the ticketsThis information is carried over when tickets are resold on the secondary market and the tickets are? completely? transferableWe discussed this with Ms [redacted] on 10/and again after her event on 10/2.? Ms [redacted] stated that all of her tickets would be 100% refundable; this should be noted as inaccurateMs [redacted] is likely referring to our 100% Money Back Guarantee which the sales agent explicitly stated assures customers will receive their valid and authentic tickets prior to their eventThis guarantee does not provide customers the opportunity to cancel orders as tickets on our site owned and listed by individual resellers, and we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy?"a standard throughout the industryThis policy was also discussed, and agreed upon, by Ms [redacted] prior to placing the order.? Prior to receiving this complaint we have been in contact with Ms [redacted] and have addressed her concerns thoroughly.? If Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service teamAt this time, we consider this matter closed.? Regards,? Online City Tickets

This was very simple and I received the tickets I ordered at a great valueGreat job and thank you!

Finding the tickets here was easy and actually pleasantThey offer great seating and good pricesThe service charge was a little unexpected because you're not informed of that upfront, it is not until you do the purchaseBut the Hamlin and service charge isn't that bad eitherI still purchased my tickets hereAnd they were still more than competitive against the home box office or other deals that were goingPurchasing, ordering, downloading and printing was a breeze as well I am not going to the event you had to make sure that when they get scanned everything is just as pleasant, however I do expect that to be just fine and I plan on buying more tickets from them as well

Thank you for reaching out to usAt Online City Tickets, we value our customers and would like to take the time to address our customer’s concernsIt should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellersDirectly on our website it states, “We are a resale marketplace, not a box office or venueTicket prices may exceed face valueThis site is not owned by Kennedy Center.”Once our customer selected the event they were interested in, The Book of Mormon, they navigated to the ticket listing pageThe top of this page clearly notifies customers, “We are a resale marketplacePrices may exceed face valueThis site is not owned by any venue.” This message is also displayed on the top of every page throughout the checkout processAfter customers select the ticket listing they desire, they are directed to the checkout pageHere, customers are provided with an order summary that displays the event details, ticket location, and price per ticketOur customer was prompted to provide an email address and select a delivery methodAfter a delivery method is selected, since methods vary in price, a new order total is calculatedA complete itemized breakdown of our customer’s order including the price per ticket, all fees, and the total price of $was displayed in bold text on the left-hand side of the pageThis information was fully disclosed before our customers are asked to enter any payment informationBelow this order summary, our customers are notified in the Ticket Information portion of our site that, “We are a resale marketplaceWe are not a box office or venueThis site is not owned by any venuePrice: Ticket prices may exceed face value.” Customers are then presented with our terms and conditions, including a bold message which clarifies, “All sales are finalAll prices are listed in US Dollars (USD).” Our customer was required to select a check box signifying their agreement to these termsCustomers are then prompted to select the "Review Order" button below these termsOnce selected, customers are taken to a review page which displayed their payment information, order summary and provided an additional itemized cost breakdown of their orderOur 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, Online City Tickets is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellersAll prices listed on our site are done so by the individual seller, not Online City Tickets, based on their personal assessments regarding a range of factors including customer demandSince our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis 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 our customer to address all of their concernsWe maintain that all order details were sufficiently displayed prior to placing their orderAdditionally, our customer has filed a dispute with their credit card regarding this orderWe are unable to provide a resolution to this matter while this dispute remains open due to the nature of the dispute processWe encourage our customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding its process or outcomeAs it currently stands, we consider this matter closedRegards,Online City Tickets

It was easy and simple I just hope I get my tickets in time since I'm hrs away from the concert place, then I'll be completely satisfiedP

Thank you for reaching out to usAt Online City Tickets, we value our customers and would like to take the time to address our customer’s concernsIt should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets?"instead, we merely facilitate transactions between ticket buyers and ticket sellersDirectly on our website it states, “We are a resale marketplace, not a box office or venueTicket prices may exceed face valueThis site is not owned by any venue or box office.”Once our customer selected the event they were interested in, Miranda [redacted] with Little Big Town, they navigated to the ticket listing pageThe top of this page clearly notifies customers, “We are a resale marketplacePrices may exceed face valueThis site is not owned by any venue.” This message is also displayed on the top of every page throughout the checkout processAfter customers select the ticket listing they desire, they are directed to the checkout pageHere, customers are provided with an order summary that displays the event details, ticket location, and price per ticketOur customer was prompted to provide an email address and select a delivery methodAfter a delivery method was selected, since methods vary in price, a new order total was calculatedA complete itemized breakdown of our customer’s order including the price per ticket, all fees, and the total price of $was displayed in bold text on the left-hand side of the pageThis information was fully disclosed before our customers are asked to enter any payment informationBelow this order summary, our customers are notified in the Ticket Information portion of our site that, “We are a resale marketplaceWe are not a box office or venueThis site is not owned by any venuePrice: Ticket prices may exceed face value.” Customers are then presented with our terms and conditions, including a bold message which clarifies, “All sales are finalAll 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 aboveI understand that I am not purchasing directly from the venue box office and that tickets may be above face value.” For every order placed on our site the customer’s order total is reiterated below this in large, bold textCustomers are then prompted to select the "Review Order" button below these termsOnce selected, customers are taken to a review page which displayed their payment information, order summary and provided an additional itemized cost breakdown of their orderOur 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, Online City Tickets is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellersSince our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy?"a standard throughout the industry.We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closedAs this is the first we are learning of our customer's concerns, if our customer has any additional questions regarding their order, we encourage them to reach out to our customer service department so that they may be addressed.? Regards,Online City Tickets

Thank you for your response to this matterAlthough Ms [redacted] continues to press forward with this matter, as we previously clarified, the agent she spoke to offered to correct the spelling of her name though she would not be able to cancel due to the "all sales are final" policyMs [redacted] disconnected the call shortly thereafter.? Prior to placing the order on her behalf, the sales agent notified Ms [redacted] of the "all sales are final" policy and that she may be paying above face value, to which she verbally confirmedIn regards to the name on the ticket, this information is generated from the primary market as the name of the original purchaserThe name is simply information carried over to the secondary market, allowing the tickets to be completely transferable.? Ms [redacted] 's order was placed on 4/27/at 10:PM CST, the seller delivered her tickets the following morningAs Ms [redacted] was notified she was paying above face value, agreed to our terms and conditions, and attended her event with valid tickets, we consider this matter closedIf Ms [redacted] has additional concerns, she is welcome to contact our customer service team to discuss.Regards,Online City Tickets

I ordered Tuesday and get the email on Wednesday

I purchased Tickets for the [redacted] concert in Jun that according to them it was postponed until who knows when? I have tried to call their customer service 1-number and can tell you NO ONE from customer service gets on the phone with you It is 100% automated and they do not resolve anything for you and provide no answers and you can not speak to anyone live when calling Go ahead and call the number It basically tells you to email the company when on their website they list hours customer service is available and all calls will be monitored but why, you don't answer the phones!!!!!!

I found that your website made it look like they were really the ticket office for the [redacted] and found that the ticket prices were over inflated compared to the face valueI ended up paying like triple the cost of the ticketsI was not amused!!! I think you need to spell out that you are a broker and are selling at over inflated prices!

Thank you for reaching out to us and bringing this matter to our attentionAt Online City Tickets, we value our customer and would like to take the time to address Ms [redacted] concernsIt should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we facilitate transactions between ticket buyers and ticket sellersThis fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplacePrices may exceed face valueThis site is not owned by any venue.” In regards to Ms [redacted] concerns regarding the price of the tickets, or face value, it should be noted that the prices of tickets are set by the individual ticket sellers, not Online City Tickets, based on an assessment of a range of market factors, including customer demandThis means ticket prices may fluctuate at any time, and sellers are notified immediately when an order is placedAs a secondary marketplace, Online City Tickets is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersSince customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryWhen Ms [redacted] selected her tickets, she was taken to our checkout pageFrom there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bolded textMs [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bolded message “All sales are final.” At this point, Ms [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkoutDuring this process, Ms [redacted] saw an even more in-depth order summary that displayed the number and prices of their tickets, delivery and service fees, and the total charge We have been in contact with Ms [redacted] regarding this issue and have offered a courtesy resolution which Ms [redacted] has since rejectedIf Ms [redacted] wishes to pursue the offered resolution, we encourage her to contact us directly Our management team is available to handle any additional concerns that Ms [redacted] may have; as it presently stands, we consider this matter closedRegards, Online City Tickets

I do believe that this complaint is, in essence, resolvedAs I had mentioned in my original complaint, I did acknowledge the differences between face value and actual price of tickets and I did agree to that upon purchaseHowever, I do believe that it should? become policy to issue refunds when there is a significant difference between face value and the price actually paid regardless of statements put on the siteThat said, I acknowledge that Online City Tickets is not providing this service and I accept their decision regarding the matter.?

Complaint: I am rejecting this response because: As a customer, based once the extreme increase in price was revealed I immediately (less than seconds) concatced the company and spoke with levels of supervision to explain the desire cancelBased on the price gouting and the desire for money, this company refused accept my cancellation and at one part of the conversation even sugessted that I scalp the tickets myself to recoup my exorbitant chargesOnlinecitytickets is scam with no other purpose than to take advantage of consumers who may miss their version of explanations and fine printConsumers have no recourse in their world of internet sales! If a consumer wishes to cancel an order, especially immediately, it should be the consumers rightA total scam! Sincerely, [redacted] ***

Thank you for reaching out to us and bringing this matter to our attentionWe take the customer experience seriously here at Online City Tickets and would like to take the time to address Mr [redacted] concernsIt should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellersThis fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplacePrices may exceed face valueThis site is not owned by any venue.”In regards to Mr [redacted] claim, we have numerous successful transactions each day with satisfied customers who are fully aware of their ticket information, so we are confident in the transparency of our checkout processWhen Mr [redacted] selected their tickets, they were taken to our checkout pageFrom there, they were directed to review the itemized order breakdown, which clearly displays any listing disclosures (including obstructed view and Alcohol free), the price per ticket, all fees, and the total price in bolded textThen, Mr [redacted] was directed to review our terms and conditions—visible in a text box below this order total—and presented with the bolded message “All sales are final.” At this point, Mr [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkoutAfter checking the box and clicking “Review Order” they are taken to the checkout page which features an even more in-depth order summary that again displays any listing disclosures, the number and prices of their tickets, delivery and service fees, and the total chargeAs a secondary marketplace, Online City Tickets is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersSince customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryPrior to this complaint, Mr [redacted] filed a pair of bank disputes in regards to this order; both were ultimately ruled in our favorWe have been in contact with Mr [redacted] regarding this issue, but have been unable to reach an amicable resolutionWhile our management team is available to handle any additional concerns that Mr [redacted] may have, we consider this matter resolvedRegards, Online City Tickets

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