Online City Tickets

Complaint: [redacted]
I am rejecting this response because: I was at the original venues site and when I went to cash out I must have hit an ad on the venue site that was designed to look like a integration of where to checkout for the Elton John concert. I wouldn't have knowingly bought from a 3rd party site. I bought my tickets 5 months in advance there is no reason for me to not buy from an exchange here where they purposely take advantage of consumers. I simply believed that this site was an exchange for the venues "ticket sales", a site contracted to handle commerce for the purchases from venue (Much like PayPal acts for many services); there was no notice provided to me that I was being navigated away form the venue's site. In terms of being available for communication. I spent over an hour waiting for a live chat professional on your site, and when I call your phone number [redacted] (Which isn't on their website I had to pull from the Revdex.com page) the automated system never gets anyone on the line no matter how many times I call and no matter what prompts I enter. If I hit 0 it promptly hangs up on me. No wonder you don't have records of me contacting you, you've built a system that is nearly impossible to communicate with you.This whole transaction was falsely presented to me and this company's practices are deplorable, and I had to file a Revdex.com complaint to get a response. You ought to be ashamed of yourselves, and find a way to make a living without trying to take advantage of people, and defraud them as they attempt to get tickets to a show. Typically with this venue you can wait for email or go to the ticket center and pick them up, and I wasn't aware that option wouldn't be available to me. This site used marketing techniques that led me to believe I was shopping through the actual venue and they misrepresented themselves.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/04/20) */
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

Ticket pricing is misleading. The price you pay at the end is much higher than the cost of the ticket. Like in my case almost $25. You don't have the option of receiving your tickets in the mail. I just hope there is no problem with the ticket going into the event!

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 any venue or box office.” Once our customer selected the event they were interested in, Brad Paisely, they navigated to the ticket listing page. The top of this page clearly notifies customers, “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” This message is also displayed on the top of every page throughout the checkout process. After customers select the ticket listing they desire, which was classified as Zone Seating, 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 was selected, since methods vary in price, a new order total was calculated. A complete itemized breakdown of our customer’s order including the price per ticket, all fees, and the total price of $244.47 was displayed in bold text on the left-hand side of the page. This information was fully disclosed before our customers are asked to enter any payment information. Below this order summary, our customers are notified in the Ticket Information portion of our site that, “We are a resale marketplace. We are not a box office or venue. This site is not owned by any venue. Price: Ticket prices may exceed face value.” Customers are then presented with our terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” Our customer was required to select a check box signifying their agreement to these terms and the statement, “I agree to the sales terms and conditions listed above. I understand that I am not purchasing directly from the venue box office and that tickets may be above face value.” For every order place on our site the customer’s order total is reiterated below this in large, bold text. Customers are then prompted to select the "Review Order" button below these terms. Once selected, customers are taken to a review page which displayed their payment information, order summary and provided an additional itemized cost breakdown of their order. Our customer then proceeded to select "Confirm & Place Order", at which time their order was processed. 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. 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. In regards to the customers concerns of the tickets ordered and what was received. the customer had ordered two tickets set for zone seating in Section 12, Row Z. Zone Seating refers to tickets for seats that are guaranteed to be within the listed Zone. The tickets which were delivered immediately after the order was placed are located Section 16, Row V, a section closer to the stage and three rows closer. As such the seller filled the order in accordance with the terms. Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. While we maintain that all order details were sufficiently displayed prior to placing their order, we offered our customer a one-time courtesy offer in an attempt to reach an amicable resolution. However, our customer declined this offer. We have since received a dispute from our customer's financial institution. Due to the dispute process, we are unable to provide a a resolution while the dispute remains open. As such, we encourage our customer to contact the financial institution with which it was filed for any additional questions.  Regards, Online City Tickets

It was easy to order and less expensive than other sites

Thank you for your reply. As we previously stated, our customer received an email containing the tracking number for their package and the tickets were originally delivered on 6/6/2017 though we were not contacted by the customer regarding the delivery issue until 7/21/2017. Every order placed with us is protected by the 100% Money Back Guarantee. This guarantee ensures customers received their valid tickets prior to their event. The sales terms, agreed to at the time of purchase, clearly state that the vendor "reserves the right to deliver tickets for any order as late as one (1) hour prior to the event." As we have sufficiently addressed our customers concerns and provided valid tickets prior to to their event, which has since passed, we consider this matter closed. If our customer has additional concerns, we welcome them to call us, referencing their order number, to speak with a representative.Regards,Online City Tickets

Easy to use, fast service.

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. Our customer stated that they believed they were on the official venue’s website; to this we would like to provide clarification. 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] Arena.” Additionally, the top of every page of our site clarifies, “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.”Our customer claimed that their tickets were not clearly marked as Obstructed View; this is inaccurate. When our customer selected the listing they were interested in, it clearly stated, “Section: 26 Row: R Notes: Obstructed View.” 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. This also reiterated the notation of an Obstructed View. 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 $276.34 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 further 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 fact is stated on every page throughout the checkout 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.Our customer placed their order on 7/8/2017 and immediately received their valid tickets before their event on 7/21/2017. Prior to receiving this claim we thoroughly 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. 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. Although our customer has indicated that they believed they were purchasing from the venue, 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 any venue or box office.” Once our customer selected the event they were interested in, Sound Of Music, 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. At this time our customer selected a listing which indicated the price per ticket at $96.00 each, not total, and was directed to the checkout page. Here, customers are provided with an order summary that displays the event details, ticket location, and price per ticket. Our customer was prompted to provide an email address and select a delivery method. After a delivery method was selected, since methods vary in price, a new order total was calculated. A complete itemized breakdown of our customer’s order including the price per ticket, all fees, and the total was displayed in bold text on the left-hand side of the page. This information was fully disclosed before our customers are asked to enter any payment information. Below this order summary, our customers are notified in the Ticket Information portion of our site that, “We are a resale marketplace. We are not a box office or venue. This site is not owned by any venue. Price: Ticket prices may exceed face value.” Customers are then presented with our terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” Our customer was required to select a check box signifying their agreement to these terms and the statement, “I agree to the sales terms and conditions listed above. I understand that I am not purchasing directly from the venue box office and that tickets may be above face value.” For every order place on our site the customer’s order total is reiterated below this in large, bold text. Customers are then prompted to select the "Review Order" button below these terms. Once selected, customers are taken to a review page which displayed their payment information, order summary and provided an additional itemized cost breakdown of their order. Our customer then proceeded to select "Confirm & Place Order", at which time their order was processed. 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, as well as the nature of their purchase on a resale market, was disclosed on the event listing, ticket listing, and checkout page. 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.Our customer placed their order on 1/24/2018 and received their valid tickets immediately. Their tickets were resent as a courtesy on 1/25/2018 prior to their event the following evening. As our customer was presented with the price per ticket, their order total, and were sufficiently notified of the nature of their purchase on the secondary market, we consider this matter closed. If our customer has any further questions relating to their order, we encourage them to contact us for additional assistance.Regards,Online City Tickets

"Helvetica Neue", Helvetica, Arial, sans-serif; font-weight: inherit; font-style: inherit; border: 0px;">Thank you for reaching out to us and bringing this matter to our attention. At Online City Tickets, we value our customers and would like to take the time to address 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.
 
Though Mr. [redacted] has stated that the fees relating to his [redacted] tickets were not shown prior to placing his order, this should be noted as inaccurate. When Mr. [redacted] selected his tickets in Section: 118 Row: A, he navigated to our checkout page. Here he was prompted to select a delivery method and directed to review his itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price of $3,215.90 in bold text prior to entering any payment information. Mr. [redacted] was required to agree to our terms and conditions—visible in a text box—and presented with the message in bold “All sales are final.” At this point, Mr. [redacted] was also presented with the message “I agree to the sales terms and conditions listed above,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”
 
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 fans and ticket holders. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.
 
Mr. [redacted] expressed some concern regarding the validity of his tickets to which we would like to provide clarification. It should be noted that every order placed with Online City Tickets is protected by our 100% Money Back Guarantee. This guarantee ensures customers that they will receive their authentic tickets prior to their event and these tickets will be valid for entry. The name on the ticket represents the original purchaser from the primary market which is a common occurrence in the secondary marketplace. Tickets are completely transferable as it is simply information that is carried over when tickets are resold on the secondary market.
 
Though Online City Tickets maintains that Mr. [redacted] was presented with his order total prior to entering any payment information, as he stated, we attempted to resolve this matter prior to receiving this claim. This was done in the interest of customer service though Mr. [redacted] has since declined and filed a dispute with his credit card company regarding this order. We have addressed this, and the dispute was ultimately ruled in our favor. If Mr. [redacted] has any further questions regarding this dispute, we encourage him to reach out to the credit card with which it was filed. As Mr. [redacted] placed his order on 10/23/2016 and immediately received his valid tickets to his event on 7/11/2017, we consider this matter closed.
 
Regards,
 
Online City Tickets

I purchased tickets to Ron [redacted] in Knoxville.

This site was fairly easy to navigate. Charge were a little higher then I thought they would be per ticket. Will have a better idea about all this when I receive tickets on or about 11/28/2016.

Complaint: [redacted]
I am rejecting this response because:I have not received the tickets. The tracking says it was delivered however, there were no tickets left at either door to my house.
Sincerely,
[redacted]

Charged way to much for tickets. Lesson learned.

Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address 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. Mr[redacted] stated that he received the incorrect tickets; this should be noted as inaccurate. Our site is user-driven meaning that all order details are based on what the customer selects or inputs during the checkout process. When Ms[redacted] selected tickets for her event on 10/30 at 1:00 PM and navigated to our checkout page, she was directed to review her itemized order breakdown, which clearly displayed all order details including the time of the event, fees, price per ticket, and the total price in bold text. Ms[redacted] was required to agree to our terms and conditions—visible in a text box—and presented with the message in bold “All sales are final.” At this point, Ms[redacted] was also presented with the message “I agree to the sales terms and conditions listed above,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” This page also states, “All sales are final. There are no refunds, exchanges or cancellations. If the event is postponed, tickets will be honored for the rescheduled date.” 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. Mr. and Ms[redacted] placed their order on 10/22 and immediately received an email summary reiterating the event date and time. Later that day they also received their valid tickets which also stated the event details prior to their event on 10/30. As Mr. and Ms[redacted] received the tickets they selected during the checkout process, we consider this matter closed. Regards, Online City Tickets

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
Initial Consumer Rebuttal /* (2000, 7, 2015/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They've promised me a refund

Very easy transaction. Really good seats!

Easy shopping experience with timely responses. I'm impressed!!

Initial Business Response /* (1000, 6, 2015/04/21) */
Thank you for bringing this matter to our attention. We take the customer experience seriously and would like to take the time to address Ms.[redacted] 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." The prices of tickets on our site are set by the individual ticket sellers, not OnlineCityTickets, in accordance with their assessments of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed--a practice disclosed throughout our website and the order process. Furthermore, because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties.
Because so many sellers list tickets on our site, and because the prices of these tickets often change, typographical errors on that part of sellers that leads to pricing errors do occur in very rare cases. OnlineCityTickets was notified of such a pricing error from the seller that listed the tickets that Ms[redacted] ultimately selected. As a result, her order was ultimately canceled as a result of this error, and her tickets were invalidated. While we regret that Ms[redacted] experienced such an error with her order, OnlineCityTickets does not own the tickets in question--meaning that this unfortunate occurrence is beyond our control. As mentioned above, our status as an intermediary marketplace means that we do not own tickets--and that sellers alone make the decision to withdraw tickets if they discover they have made an error in pricing or describing a listing. These facts are clearly explained in our Sales Terms and Conditions [redacted] "Since we list tickets from a large number of ticket resellers on our Site, we cannot be responsible for typographical errors within the inventory listed for sale. When an error is found in processing your order you will be notified of the error and provided with available options, if any, as well as the option of cancelling your order."
The terms that Ms[redacted] agreed to at checkout addressed the possibility of the unfortunate error that Ms[redacted] experienced, and Ms[redacted] has since been refunded. While we regret Ms[redacted] unfortunate circumstance, we are unable to meet her desired resolution. If Ms[redacted] has any further questions or concerns about her order, we encourage her to reach out to a member of our management team.

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,
Robert [redacted]