Online City Tickets

Thank you for contacting us in regards to the concerns of Ms. [redacted]. Though her concerns are unclear at this time, we hope to provide clarification to our valued customer in regards to any confusion she may have.  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. 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.Ms. [redacted] placed her order on 4/10/2017  for Foster the People which takes place on 5/31/2017. Her tickets were shipped via [redacted] to her on 4/13/2017, and scheduled to deliver before her event. Ms. [redacted] was sent an email regarding her package's tracking information so she may check its delivery progress. It should be noted that prior to receiving this claim, Online City Tickets has been in contact with Ms. [redacted] and offered a one-time courtesy resolution in the interest of customer service. Our customer has accepted this as an amicable resolution; as such, we consider this matter resolved. If our customer has any additional concerns relating to their order, we welcome her to contact our customer service department.Regards,Online City Tickets

Thank you for reaching out to us and bringing this matter to our attention. We take the customer experience seriously here at Online City Tickets and would like to take the time to address Mrs. [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 Buyer’s 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 link Mrs. [redacted] used to purchase tickets took her to a page that showed the event she intended to purchase tickets for. It states on the page "Buying and Selling tickets around Bloomington. Powered by OnlineCityTickets.com". When Mrs. [redacted] selected tickets and was taken to our checkout page, it displayed that she was purchasing from Online City Tickets and disclosed that we were a resale market place. Mrs. [redacted] was directed to review her itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price in bolded text. Mrs. [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, Mrs. [redacted] 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 needed to be selected in order to continue with checkout. Below this check-box, another message was displayed that read: “By clicking ‘Place Order’, your credit card will be charged the total purchase amount, which includes ticket, service, and delivery fees.” This notice was followed by a button labeled “Place Order.” When Mrs. [redacted] clicked this button, they signified their acknowledgement of the total price and these terms, and completed their 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. We have been in constant contact with Mrs. [redacted] regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mrs. [redacted] may have, we consider this matter closed. Regards,OnlineCityTickets

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 value. I ended up paying like triple the cost of the tickets. I 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. 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 customers states they believed they were on the official venue site, directly on our homepage 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] Center.”Once our customer selected the event they were interested in, [redacted] Madness, 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 of our website. 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 356.69 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.Our customer placed this order on 5/17/2017 at 11:20 AM CST and their order was immediately confirmed and an email was delivered at 11:22 AM CST. Their valid tickets were later delivered via email at 4:55 PM CST. Two additional emails containing their tickets were sent on 5/19/2017 and 5/20/2017 as a courtesy reminder to download and print their tickets prior to their event on 5/20/2017. In regards to the 100% Money Back Guarantee, this guarantee ensures that customers will receive their valid tickets prior to their event. As our customer’s valid tickets were delivered three times prior to their event, we have fully adhered to this guarantee.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.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; 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

I just had a few issues getting my e-tickets,but they responded quickly to my requests.

Expensive fees. (~ $20 per ticket); should only be per transaction, not per ticket.

Bought tickets without the hassle of [redacted]. happy with process and would use again.

Great Transaction

Complaint: [redacted]
I am rejecting this response because:  
Online City Tickets has shown that it did not do any illegal
when selling concert tickets and that my own naiveté allowed me to be sucked
into buying tickets through a reseller rather than from the source.  While I may have to “live with” the decision,
I do not accept it.  There is a
difference between being not illegal and being right.  First of all, the announcement of the ticket
sale appeared to come from the venue, but when the actual announcement from the
venue came, it stressed that the venue could not guarantee the validity of the
tickets bought from a reseller.  I called
the venue and was told that until I presented the tickets on the day of the
concert, I would not know if they were valid. 
The result, I purchased four more tickets.  Secondly, at no point was I a provided a
breakdown that the face value of the tickets I purchased from Online City
Tickets was $35.50 apiece.  The breakdown
I saw was a ticket price of $77.00, a service charge of $92.40 and a mailing
charge of $14.95.  It was not until I saw
the face value of the tickets and talked to the venue that I realized the
extent of the price gouging.  When I
purchased the additional four tickets, the tickets were from a similar section
(“way out there” according to the venue) sold at face value, there was no
service charge and the mailing fee was $8. 
I realize that Online City Tickets says it guarantees the tickets, but I
really won’t know until I show up for the concert if they are even valid.  Again, Online City Tickets may not have done
anything illegal, but what they do is price gouging and just plain wrong.  What should have cost me $158.00 is costing
me $574.00!
Sincerely,
[redacted]

Thank you for reaching out to us regarding this issue. Online City Tickets has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope...

that Ms. [redacted] will consider Online City Tickets for their future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team. 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 customers 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. With regard to Ms. [redacted] statement that her tickets were priced above the primary-market, or "face value," it should be noted that this is a common occurrence on the secondary market. All prices on our site are set at the discretion of the individual ticket sellers based on their assessments of changing factors, such as customer demand. This fact is noted multiple times throughout the checkout process and featured prominently on our homepage with the large-print statement: “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” 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 are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.As Ms. [redacted] has received her valid tickets prior to the event taking place on October 28, 2016, we have fulfilled our 100% Money Back Guarantee. Additionally, we have discussed this matter with Ms. [redacted] in detail by phone, at which time she has indicated that she would not like to discuss this matter further. If she has any further questions or concerns, we encourage Ms. [redacted] to reach out to a member of our customer service team. As it presently stands, we consider this matter closed.Regards,Online City Tickets

Received our tickets a few days after placing the order.

I have received my order, thanks to remind me.

I bought two tickets for an event and paid nearly twice as much for them (and the other tickets for sale) because I was led to believe that they included a meet and by what I believe to be deliberately misleading icons. Whether the seller is extremely clever, and the website allows this to go on, or the website knows exactly what they're doing and is scamming gullible mns like me, I'm not sure, but I feel I should, at the very least, have a fee waved. That would be the right thing to do, for my sake and theirs, as I attend concerts more often than most people visit the grocery store, and I will never again be using this site. I feel I was misled, and that more people are going to be misled in the same fashion, and I'm really bummed that after speaking with someone on the phone I was told that nothing can be done (including removing the misleading icons from the more expensive tickets).

Initial Business Response /* (1000, 5, 2015/09/21) */
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]'s concerns. We should explain that OnlineCityTickets.com is an online resale marketplace,...

which means we do not own or generate ticketsinstead, 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."
Ms. [redacted] believed she was purchasing tickets directly from the DAR Constitution Hall, the above disclaimer and our branding clearly show that we are not affiliated with any venue or other ticket marketplace. Our checkout process gave Ms. [redacted] multiple opportunities to examine the full details of her order. When Ms. [redacted] selected tickets and was taken to our checkout page, she was directed to review her itemized order breakdown, which clearly displayed the service and delivery fees, the price per ticket, and the total price in bolded text. Ms. [redacted] was then directed to review our terms and conditionsvisible in a text box below this order totaland presented with the bolded message "All sales are final." At this point, she/ 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 she needed to click to continue with checkout. Below this check-box, another message was displayed that, in Ms. [redacted]'s case, read: "By clicking 'Place Order', your credit card will be charged $828.75, which includes ticket, service, and delivery fees." This notice was followed by a button labeled "Place Order." When Ms. [redacted] clicked this button, she signified her acknowledgement of the total price and these terms, and completed her order.
In addition, Ms. [redacted] claims that she did not receive the correct tickets for seats in the section that she requested. However, this is inaccurate; when Ms. [redacted] selected tickets to her event, she chose tickets marked Section: G.
Our sales policies, including our "all sales are final" policy, are disclosed throughout the purchase processfrom 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.
Thank you,
OnlineCityTickets
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My daughter went onto the site for the venue itself moments after the tickets went on sale. There would be no reason to go to a second source while plenty of tickets were available at $119 each. She clicked on section C. She must have been redirected to another site. Can I get at least some credit back? Maybe $300.00? I would greatly appreciate it. We have been going back and forth with this since early July. Thank you
Final Business Response /* (4000, 9, 2015/10/08) */
Ms. [redacted] claims that her daughter was deceptively redirected to our site. This is not the case. We should note that our website makes it clear that we are not a venue, and not affiliated with any venue. This fact is clearly noted on every checkout page and at the top of our homepage, which features the following statement: "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue." Ms. [redacted] clearly did not purchase her order through the DAR Constitution Hall.
Furthermore, we assure Ms. [redacted]'s daughter that she was shown the same checkout page that is clearly displayed to all our customers. This page presents a detailed order breakdown that shows the price of tickets and the service and shipping fees, and ends with the total charge listed in bolded text. The total is later restated directly above the "Place Order" button. As indicated in our previous response, customers must explicitly agree to our terms and complete each part of the process; failure to do so prevents the order from being completed.
We recognize that Ms. [redacted] has requested a substantial refund. However, due to the nature of our business, we are not able to offer refunds once a sale has been completed and must enforce an "all sales are final" policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor that request. We have offered a resolution to Ms. [redacted] and she has declined that option. We believe that we have addressed her concerns, and consider this matter resolved. If Ms. [redacted] has additional questions, we encourage her to contact our customer service team.
Thank you,
OnlineCityTickets

Initial Business Response /* (1000, 5, 2015/01/07) */
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

Easy to use. Thanks.

Complaint: [redacted]
I am rejecting this response because:
II do not agree with their response and stance.  Their customer service was unable to assist me.  If I had known they were not affiliated with the venue I would not have ever bought tickets from them.  They are deceptive and their fees are outrageous.  I want their fees refunded at the very least.  I will never do business with them again, they are borderline scammers. 
Sincerely,
[redacted]

Complaint: 11005085
I am rejecting this response because:  This is the first I hear of City Tickets not refunding my money due to dispute with Paypal.  Respond to dispute with Paypal.  So far there has been no indication from City Ticket to acknowledge this dispute thru Paypal.  Communication goes a long way.  You left me no choice the day I called and was told that I was not going to be refunded partially or wholly.  I therefore immediately put in the dispute with Paypal and with Revdex.com.  City Tickets has since called me, and offered a refund, which I accepted.  I will not stop my dispute with Paypal until a refund is granted.   Why is City Tickets not responding to the Paypal dispute?   I do not trust City Tickets to refund the amount.  I am concerned that if I cancel my dispute thru Paypal, I will not see any money come my way.  Your company has a very bad reputation and I am not willing to take that chance.
Sincerely,
Kym [redacted]

Complaint: [redacted]While the business and I came to a resolution (a partial refund of $200), their response to this complaint is false and I saw our resolution as attempting to correct a wrong, rather than mere customer satisfaction.
First, they do misrepresent themselves as affiliated with the venue.  The websites "td.gardenboxoffice.com" and "gardenboxoffice.com" return when you search the internet for TD Garden tickets.  These sites are actually Online City Tickets.  The banner at the top of the screen says "Boston Tickets," and the URL remains gardenboxoffice.com.  The process of selecting tickets and seeing prices occurs on this website.  When you click to purchase the tickets, it then reroutes to the Online City Tickets website.
However, for customers searching for tickets, the website URL holds itself out as affiliated with the Garden via the URL text (td.garden and garden are contained in the URL; these are the name of the venue).  As an aside, this likely contrary to Trademark laws depending upon whether the Garden has registered trademarks, and they should be notified that this company is using that website.  As a consumer, it's false advertising.  Additionally, consumers won't necessarily notice when a URL changes if the look and feel of the webpage remains the same.
As to the claim that there was a screen breaking down the price, I saw no such screen.  The tickets were referred to throughout the process by the location of the seats and 2 -- $296.  I was not until after the payment had been entered that it was shown they were $296 each.  Meaning, any sort of breakdown of costs was not presented until after it was too late to cancel or select different seats.
While I accepted the offered resolution, it was not with the understanding that the business was denying fault.
Sincerely,[redacted]