Online City Tickets

Complaint: [redacted]
I am rejecting this response because: The one time courtesy they offered me was if I purchased more tickets from them. The prices are ridiculously inflated once converted to USD. By the  time I purchase them I can't trust them to add charges to the tickets. I don't want to buy more tickets from them . I have tried to deal with them directly and all they offer is a discount on the next tickets I buy from them. They can call or email me with a better solution but it should be a solution that doesn't involve me purchasing anything from them. I do not trust this company. I dispute the fact that they said I was aware of the charges being converted to USD at the time of purchase. I made sure the charges I was accepting had all the taxes and fees I was agreeing to. The small print indicating the charges were in USD was on the receipt after I used my credit card to pay for the tickets. At that point I had no options . I could not sell or get a refund for the tickets. They need to offer a better solution.   the tickets which meant I could not get a refund or sell the tickets.  
Sincerely,
[redacted]

Thank you for reaching out to us regarding this issue. Online City Tickets has been in contact with Ms. [redacted] and we have worked to reach a resolution. Ms. [redacted] is in possession of the tickets for the [redacted] event.  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 team. We apologize for any inconvenience this has caused, and as such, we consider this matter resolved.Regards,Online City Tickets

Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely...

facilitate transactions between ticket buyers and ticket sellers.Once our customer selected the event they were interested in, Midnight Oil, they navigated to the ticket listing page. On this page, our customer selected a listing which clearly stated, "Section: A Center. Row: Q Email delivery by: 8/15/2017." After our customer selected this ticket listing, they are directed to the checkout page. Here customers are provided with an order summary that displays the event details, ticket location, price per ticket, and the estimated delivery date was reiterated. Our customer was prompted to provide an email address and select a delivery method which restated the delivery date of 8/15/2017. 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 $374.95 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. 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, Online City Tickets is not affiliated with any artist or venue and do not own inventory; instead, we act as an intermediary between customers and sellers. Although our customer has stated that she was expected to receive her tickets promptly after the order was placed, this is inaccurate. The estimated ship date, which was reiterated for our customer throughout the checkout process, is set by the seller and is often dependent upon the primary issuer's release of the ticket. As we have no affiliation with the primary issuer, we are unable to expedite this delivery. 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.Prior to receiving this claim we discussed this matter with our customer to address their concerns. We maintain that all order details were sufficiently displayed 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,Online City Tickets

Thank you for reaching out to us. Online City Tickets appreciates the opportunity to address a Mr. [redacted] concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket...

buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.”On 01/20/16, Mr. [redacted] purchased tickets to see AC/DC on 04/01/16. This event was later postponed by the artist for a later date. It should be noted that Mr. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. Additionally, the tickets Mr. [redacted] has been provided will be valid for the future date selected by the artist. This policy is in place to ensure the customer can attend the event they originally selected. In some cases, people may want a refund for these postponed events. We consider all factors, including delays, so we may be responsive to customers. At this time, Mr. [redacted] has filed a dispute with his financial institution and we encourage him to reach out to his bank for the outcome. If Mr. [redacted] has any additional questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.   Regards,Online City Tickets

Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely...

facilitate transactions between ticket buyers and ticket sellers. Directly on our website it states, “We are a resale marketplace, not a box office or venue. Ticket prices may exceed face value. This site is not owned by [redacted] Theatre Wichita.”Once our customer selected the event they were interested in, Govt Mule, 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 to sufficiently notify customers. 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 $599.15 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. 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, 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 sellers. All 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 demand. This information is disclosed throughout the purchase process. 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.Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; nevertheless, we offered our customer two courtesy resolutions in an attempt to reach an amicable resolution. However, our customer declined these offers. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department; at this time, we consider this matter closed.Regards,Online City Tickets

Thank you for reaching out to us and bringing this matter to our attention. At Online City Tickets, we value our customer and would like to take the time to address Ms. [redacted] concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or...

generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” In regards to Ms. [redacted] statement about the service fee, it should be noted that this was addressed in our checkout process. Once she selected her tickets on Online City Tickets' page for this event, she was taken to our checkout screen. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees (including the service fee), and the total price in bolded text. Ms. [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 checkout. During 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.As a secondary marketplace, Online City Tickets is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; instead, we act as an intermediary between fans and ticket holders. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we cannot offer refunds and enforce an “all sales are final” policy—a standard throughout the industry. We have been in contact with Ms. [redacted] regarding this issue, and have offered a resolution to this matter that suits both parties and Ms. [redacted] has accepted. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Online City Tickets for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team Regards,Online City Tickets

Thank you for reaching out to us. At Online City Tickets, we value our customer and would like to...

take the time to address Ms. [redacted]s concerns. It should be noted that Online City Tickets is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. Directly on our website it states, "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue."
Ms. [redacted] has stated that she was not made aware that the prices of her tickets were listed in United States dollars. However, this message was presented in bolded text directly on the checkout screen. When Ms. [redacted] selected tickets and was taken to our checkout page, she was directed to review her itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price in bolded text. Ms. [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. All prices are listed in US Dollars (USD).” 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 she selected in order to continue with checkout.
With respect to Ms. [redacted]s statement that her tickets were issued to a different name, it should be noted that this is because listings on our site are owned by trusted resellers and therefore the tickets display the name of the original purchaser. This is standard practice throughout the industry, the name simply being information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events. This guarantee is stated in numerous places on our website, including the checkout page.
We have reached out to Ms. [redacted] by phone in an effort to reach an amicable resolution, but have been unable to reach her. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.
Regards,
Online City Tickets

Very simplexcited to use. Just wpull prefer the hard ticket. Having the electronic ticket is not always so user friendly. Esp for some of the older generation.

Received my tickets

Initial Business Response /* (1000, 5, 2015/10/21) */
Thank you for bringing this matter to our attention. We take the customer experience seriously and would like to take the time to address Mr. [redacted]'s concerns. We 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 sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue." In the scope of customer satisfaction we have reached out to Mr. [redacted] and have come to an amicable resolution, through no fault of our own which we will explain below.
Mr. [redacted] claims he was purchasing tickets directly from the Smith Center. However, the above disclaimer and our branding clearly show that we are not affiliated with any venue or other ticket marketplace. And, while Mr. [redacted] takes issue with the fact that the prices of his tickets exceeded those advertised by the venue, our sales terms clearly state that prices may be above face value. Furthermore, our checkout process gave him multiple opportunities to examine the full details of his order.
When Mr. [redacted] selected tickets and was taken to our checkout page, he was directed to review his itemized order breakdown, which clearly displayed the service and delivery fees, the price per ticket, and the total price in bolded text. Mr. [redacted] was then 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, he 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 he needed to click to continue with checkout. Below this check-box, another message was displayed which read: "By clicking 'Place Order', your credit card will be charged $485.35, which includes ticket, service, and delivery fees." This notice was followed by a button labeled "Place Order." When Mr. [redacted] clicked this button, he signified his acknowledgement of the total price and these terms, and completed his order.
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 final. All prices are listed in US Dollars (USD)." Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. As stated above, because customer satisfaction is important to us, we have reached out to Mr. [redacted] and have come to an amicable resolution. If Mr. [redacted] would like to attend another live event in the future, or if he has any questions about an order or our website, we welcome him to reach out to us.
Thank you,
OnlineCityTickets
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Full refund accepted, Thank you

I haven't received my tickets on email yet

Thank you for getting back to us. As indicated in our previous response, the listing Ms. [redacted] selected was clearly marked for Section: Bleachers 12, Row: A-CC. The following note was visible at multiple locations throughout the checkout process: "After you place your order and your order is confirmed, we guarantee that your tickets will be within the listed zone or section listed or one comparable and that you will receive these tickets in time for the event or your money back."Ms. [redacted] was provided with tickets in Section 12, Row BB. As such, Online City Tickets provided the exact tickets she chose, and has fully adhered to the sales terms and conditions that Ms. [redacted] agreed to prior to checking out.
In response to Ms. [redacted] concern about the service fee, it must be noted that the service fee is the only revenue that Online City Tickets generates from a transaction. Based on a range of factors, the service fee covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding ticket sellers and verifying that their tickets are authentic and valid.
Due to the transparency of our checkout process, we maintain that Ms. [redacted] was not misled regarding the location of her tickets. The tickets remain valid for entry, and we are unable to cancel or refund the order. We did offer to provide a courtesy resolution to this matter, as part of our effort to assist Ms. [redacted] with this issue beyond what is required by our sales terms and conditions. However, Ms. [redacted] declined that resolution. If Ms. [redacted] would like to discuss a resolution or has any additional concerns, she is welcome to reach out to our customer service department. As it stands, we consider this matter closed.
Regards,
Online City Tickets

great, fast, easy

This site was a breeze to navigate...very easy!

I do not like the fact that this company took my money from from my account a month before the event takes place and my tickets won't arrive until the day before the event. It gives me great concern that I might not have the tickets in time for the concert. This affects my mental state of mind.

Initial Business Response /* (1000, 5, 2015/04/30) */
OnlineCityTickets.com has contacted Ms. [redacted], and we feel we have reached a resolution that suits both parties. We now consider this issue closed. If Ms. [redacted] would like to attend another live event in the future, or if she has any...

questions about an order or our website, we welcome her to reach out to us.
Thank you,
OnlineCityTickets.com

Thank you for your response. Per her previous inquiry, Ms. [redacted] has stated that other tickets were available from the venue at the time of purchase, and as mentioned in our previous response, Online City Tickets is not affiliated with the venue for this event and is not aware of, or responsible for, any inventory available directly from the venue. Any and all inventory-related messages on our website refer specifically to our website and our website alone.In regards to Ms. Tarbox’s requested resolution to this matter, we would like to provide clarification, as Online City Tickets has reached out to Ms. [redacted] numerous times in an attempt to provide a resolution to this matter, but has not received any response to our voicemail messages or emails. We hope to reach a resolution to this matter that will be amicable to both parties, and encourage Ms. [redacted] to contact a member of our customer service team. Ms. [redacted] still has valid tickets to her event and we sincerely hope she enjoys her experience attending it. At this time, we consider this matter closed.Regards,Online City Tickets

The ticket interface is easy to navigate the cost and seat location of the tickets you want to purchase. More so than other websites out there; this site was also linked directly to the venue website for the concert. Picking seats and filling out the required info was pretty straight forward. However, once I downloaded the tickets, I was not very happy to discover that I was paying 3 times the face value of the ticket... this is in part thanks to the additional service charges added per ticket at checkout. I don't quite understand that there would be a service charge for tickets received online since there was no printing or mailing required on their part. I do not like that the company waits until you are halfway through the check out process to let you know they are charging $40 extra per ticket. Having know so in the beginning I would have shopped around more.

Complaint: [redacted]
I am rejecting this response because: the printed out receipt said "no refunds > 48 hours after purchase"; and we tried a minimum of 4 times within that period of time, to obtain a refund.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
Thank you for bringing this matter to our attention. We take the customer experience seriously and would like to take the time to address Mr. [redacted]'s concerns. We should explain that Online City Tickets is an online resale marketplace,...

which means we do not own or generate tickets--instead, we merely facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue."

Mr. [redacted] believed he was purchasing tickets directly from the [redacted] Center. The above disclaimer and our branding clearly show that we are not affiliated with any venue or other ticket marketplace. Furthermore, our checkout process gave him multiple opportunities to examine the full details of his order, including the service and delivery fee.
When Mr. [redacted] selected tickets and was taken to our checkout page, he was directed to review his itemized order breakdown, which clearly displayed the service and delivery fees, the price per ticket, and the total price in bolded text. Mr. [redacted] was then 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, he 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 he needed to click to continue with checkout. Below this check-box, another message was displayed that, in Mr. [redacted]'s case, read: "By clicking 'Place Order', your credit card will be charged $350.35, which includes ticket, service, and delivery fees." This notice was followed by a button labeled "Place Order." When Mr. [redacted] clicked this button, he signified his acknowledgement of the total price and these terms, and completed his order.
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 final. All prices are listed in US Dollars (USD)." Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. Mr. [redacted] was made aware of this fact, and made an educated, conscious decision to purchase tickets from our site. If Mr. [redacted] has any further questions or concerns, we welcome him to contact us.
Thank you,
Online City Tickets