Hello, Shipping fees were refunded in July.We apologize, but a full refund is not available. Per the terms of purchase, which is agreed to by electronic signature, all sales are final. Additionally, Insomniac, the promoter of EDC Las Vegas, has a no refund policy, as listed here: https://www.insomniac.com/general-festival-guidelines. We also provide support articles at support.frontgatetickets.com which explain that orders are non-refundable and if orders not received in the mail, we can move to will call for pick up in person.I have attached screenshots of the electronic signature, which must be agreed to at purchase. As well as copies of Insomniac's refund policy and our above mentioned support articles.
Complaint: [redacted]
I am rejecting this response because:I believe that the FrontGate pre-sale tiered ticketing system is flawed and takes advantage of consumers by allowing us to select and pay for several different tiers/prices all at once instead of their backend system managing/releasing tickets tier by tier once each tier "sells out". It's a greedy and munipulative sales practice and leads consumers like myself believing that a higher tiered priced ticket will result in a benefit such as better seating. Why else would I decide to purchase a ticket for 70 dollars vs. 20? [redacted] explained how a general tiered ticketing system works and I let him know that I fully understand how it functions as I have purchased many concert tickets where each tier was released one after the other once they sell out. And again I was was part of the pre-sale so automatically that should have been "Tier One" where I could purchase my tickets at the most discounted price. And if I missed that opportunity then I would fall into the "Tier Two" batch and so on and so on. But that was not the case and I made that very clear with [redacted]. [redacted] also mentioned that there have been other consumer complaints even though he stated that on the "backend" the system is "seamless". It's obviously not seamless if FrontGate is receiving complaints. After continuing to explain my concerns [redacted] mentioned that he understands that it could be "tricky". I'm assuming by him using the work "tricky" he understood why my complaint has it's validity. However, when I repeated the word "tricky" later on in our conversation, [redacted] said that he politely disagrees with my point of view and that other people purchasing tickets didn't have the same issues as I. I knew that he was back peddling on our conversation and that's when I let him know that I will take the matter back to the Revdex.com. [redacted] did offer me a "partial refund" in the amount of the service fee because from what I was told, FrontGate only makes money off the service fees while Insomanic takes the rest. FrontGate can keep their generous service fee and instead own up to how they falsely advertise their tiered ticketing sales.
Regards,
[redacted]
Our apologies for the frustration. We sold tickets for this event and a radio promotion offered a limited amount of passes for a discounted price. Unfortunately, we cannot match that promotional pricing and again apologize for the frustration.
We can move the order into one person's name, but not multiple names unfortunately. The customer is welcome to reach out to Lost Lands directly, as they have hired us to sell the tickets, this is not our event. We apologize for any frustration and appreciate the customer contacting us.
We were hired by Insomniac to handle the ticketing for EDCL Las Vegas. Per their policy, if a wristband is put on too early or damaged, there is a replacement fee of $40, which is clearly listed at this site:[redacted]Unfortunately, we cannot waive...
the fee as it is charged for scenarios that the customer as described. Additionally, I have attached a screenshot of the website policy, which reads: DO NOT PUT ON YOUR WRISTBAND UNTIL THE DAY OF THE FESTIVAL. Your RFID wristband is your ticket into the festival. To enable customer support and receive the best experience, you must register your wristband. Each wristband can be registered only once, and only to one person.If a wristband is lost, stolen or damaged, only the person who registered it will be authorized to receive customer support. A $40 surcharge will apply for each wristband replacement. Note that while you can get customer support inside the venue with a registered wristband, you cannot pick up your wristband at Will Call if your name is not under billing or shipping address.Need help? Visit [redacted] or call [redacted]. If you are having wristband issues on-site or need to pick yours up at Will Call, please visit the venue box office.
Hello,Thank you for contacting us. We are shipping many orders for this event and not all shipped on July 1st. We are in the process of making sure all orders are sent out in plenty of time for this event which begins on July 31st. Should there be any issue receiving delivery, please let us...
Unfortunately, the tracking indicated that the order was being held by USPS. We offered our apologies for this situation and offered will call as a great alternative to picking up the order.Our ACL box office opens early and during the days of the festival for a quick pick up of orders. Many...
customers utilize this method of pick up when there is a shipping situation. We move the order to will call and provide a receipt reflecting this was done. We have a full staff on hand that will ensure the order will be picked up by the customer.In some instances, the original purchaser cannot attend, so we offer name changes for pick up at will call as well. This is a guaranteed delivery method should there be a USPS delivery issue.The customer was not accepting of this delivery method and stated a dispute would be filed with the purchasing credit card company.Our policy is that all sales are final with no refunds, but again, we offered a guaranteed delivery alternative.
Complaint: [redacted]
I am rejecting this response because: They are making no attempts to satisfy what I am asking for - my order to be sent to me immediately (it is already 8 days later than promised). I don't want to wait until closer to the concert's date to have them - I ordered them in March, other people already have their 3 day pass, I don't understand the delay.
Regards,
[redacted]
Our apologies for the confusion. I have reached out to the customer and explained how we will assist him. The customer has accepted and I will follow up with him to ensure completion of agreement.
Hello,We apologize, but a refund is not available. Per the terms of purchase, which is agreed to by electronic signature, all sales are final. Additionally, Insomniac, the promoter of EDC Las Vegas, has a no refund policy, as listed here: [redacted]. We also provide support articles at [redacted] which explain that orders are non-refundable and if orders not received in the mail, we can move to will call for pick up in person.I have attached screenshots of the electronic signature, which must be agreed to at purchase. As well as copies of Insomniac's refund policy and our above mentioned support articles.Thank you,[redacted]
Complaint: [redacted]
I am rejecting this response because: the company is refusing to call me. It has my money is refusing to have a live conversation.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would like proof your system did not fail and did operate as it should. If you can't provide that proof a refund is the only acceptable step to be taken at this point. I know I saw the Saturday date in my cart when my information was entered and the transaction was processed. To call me a liar is terrible business. I will be asking the FTC to look into this as well. Front Gate Tickets should be ashamed of this and their treatment of their customers.
Regards,
[redacted]
response because:1. My request for refund was not addressed.2. I would like to know what steps are being put into place to prevent this from happening in the future and how Front Gate will indemnify buyers if this happens again.3. It is now November 28, 2016 and I still have not received the tickets. I would like to know what course of action can be taken to address this.
Regards,
Complaint: [redacted]
I am rejecting this response because: a) I asked to SPEAK with a human person, not get impersonal emails. b) My email address is 25 years old, and I get tickets and other attachments nearly every day as I work in entertainment. This is the company's problem, not mine. The resolution, as this happens EVERY TIME with them, is to have a rep send from a different address. That's how I got my tickets two weeks ago for CalJam. c) This is currently a theft issue. The company has my money and is refusing to call me. I will proceed accordingly if I don't get a phone call from management.
Regards,
[redacted]
I again understand the frustration and apologize that a refund is just not something we are able to honor. Please feel free to email the event directly to express your concerns. I wish there was more we could offer. Our apologies.
Hello, Shipping fees were refunded in July.We apologize, but a full refund is not available. Per the terms of purchase, which is agreed to by electronic signature, all sales are final. Additionally, Insomniac, the promoter of EDC Las Vegas, has a no refund policy, as listed here: https://www.insomniac.com/general-festival-guidelines. We also provide support articles at support.frontgatetickets.com which explain that orders are non-refundable and if orders not received in the mail, we can move to will call for pick up in person.I have attached screenshots of the electronic signature, which must be agreed to at purchase. As well as copies of Insomniac's refund policy and our above mentioned support articles.
Complaint: [redacted]
I am rejecting this response because:I believe that the FrontGate pre-sale tiered ticketing system is flawed and takes advantage of consumers by allowing us to select and pay for several different tiers/prices all at once instead of their backend system managing/releasing tickets tier by tier once each tier "sells out". It's a greedy and munipulative sales practice and leads consumers like myself believing that a higher tiered priced ticket will result in a benefit such as better seating. Why else would I decide to purchase a ticket for 70 dollars vs. 20? [redacted] explained how a general tiered ticketing system works and I let him know that I fully understand how it functions as I have purchased many concert tickets where each tier was released one after the other once they sell out. And again I was was part of the pre-sale so automatically that should have been "Tier One" where I could purchase my tickets at the most discounted price. And if I missed that opportunity then I would fall into the "Tier Two" batch and so on and so on. But that was not the case and I made that very clear with [redacted]. [redacted] also mentioned that there have been other consumer complaints even though he stated that on the "backend" the system is "seamless". It's obviously not seamless if FrontGate is receiving complaints. After continuing to explain my concerns [redacted] mentioned that he understands that it could be "tricky". I'm assuming by him using the work "tricky" he understood why my complaint has it's validity. However, when I repeated the word "tricky" later on in our conversation, [redacted] said that he politely disagrees with my point of view and that other people purchasing tickets didn't have the same issues as I. I knew that he was back peddling on our conversation and that's when I let him know that I will take the matter back to the Revdex.com. [redacted] did offer me a "partial refund" in the amount of the service fee because from what I was told, FrontGate only makes money off the service fees while Insomanic takes the rest. FrontGate can keep their generous service fee and instead own up to how they falsely advertise their tiered ticketing sales.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response.
Regards,
[redacted]
Our apologies for the frustration. We sold tickets for this event and a radio promotion offered a limited amount of passes for a discounted price. Unfortunately, we cannot match that promotional pricing and again apologize for the frustration.
We can move the order into one person's name, but not multiple names unfortunately. The customer is welcome to reach out to Lost Lands directly, as they have hired us to sell the tickets, this is not our event. We apologize for any frustration and appreciate the customer contacting us.
We were hired by Insomniac to handle the ticketing for EDCL Las Vegas. Per their policy, if a wristband is put on too early or damaged, there is a replacement fee of $40, which is clearly listed at this site:[redacted]Unfortunately, we cannot waive...
the fee as it is charged for scenarios that the customer as described. Additionally, I have attached a screenshot of the website policy, which reads: DO NOT PUT ON YOUR WRISTBAND UNTIL THE DAY OF THE FESTIVAL. Your RFID wristband is your ticket into the festival. To enable customer support and receive the best experience, you must register your wristband. Each wristband can be registered only once, and only to one person.If a wristband is lost, stolen or damaged, only the person who registered it will be authorized to receive customer support. A $40 surcharge will apply for each wristband replacement. Note that while you can get customer support inside the venue with a registered wristband, you cannot pick up your wristband at Will Call if your name is not under billing or shipping address.Need help? Visit [redacted] or call [redacted]. If you are having wristband issues on-site or need to pick yours up at Will Call, please visit the venue box office.
Complaint: [redacted]Yes, that is my order. Thank you. And here is a link to the discounted tickets: [redacted]
Regards,
[redacted]
This issue has been resolved and the customer contacted.
Thank you for contacting us. I apologize, but we are not able to adjust the price for previously purchased tickets.
Hello,Thank you for contacting us. We are shipping many orders for this event and not all shipped on July 1st. We are in the process of making sure all orders are sent out in plenty of time for this event which begins on July 31st. Should there be any issue receiving delivery, please let us...
know.Thank you.
Unfortunately, the tracking indicated that the order was being held by USPS. We offered our apologies for this situation and offered will call as a great alternative to picking up the order.Our ACL box office opens early and during the days of the festival for a quick pick up of orders. Many...
customers utilize this method of pick up when there is a shipping situation. We move the order to will call and provide a receipt reflecting this was done. We have a full staff on hand that will ensure the order will be picked up by the customer.In some instances, the original purchaser cannot attend, so we offer name changes for pick up at will call as well. This is a guaranteed delivery method should there be a USPS delivery issue.The customer was not accepting of this delivery method and stated a dispute would be filed with the purchasing credit card company.Our policy is that all sales are final with no refunds, but again, we offered a guaranteed delivery alternative.
Complaint: [redacted]
I am rejecting this response because: They are making no attempts to satisfy what I am asking for - my order to be sent to me immediately (it is already 8 days later than promised). I don't want to wait until closer to the concert's date to have them - I ordered them in March, other people already have their 3 day pass, I don't understand the delay.
Regards,
[redacted]
Our apologies for the confusion. I have reached out to the customer and explained how we will assist him. The customer has accepted and I will follow up with him to ensure completion of agreement.
Hello,We apologize, but a refund is not available. Per the terms of purchase, which is agreed to by electronic signature, all sales are final. Additionally, Insomniac, the promoter of EDC Las Vegas, has a no refund policy, as listed here: [redacted]. We also provide support articles at [redacted] which explain that orders are non-refundable and if orders not received in the mail, we can move to will call for pick up in person.I have attached screenshots of the electronic signature, which must be agreed to at purchase. As well as copies of Insomniac's refund policy and our above mentioned support articles.Thank you,[redacted]
Complaint: [redacted]
I am rejecting this response because: the company is refusing to call me. It has my money is refusing to have a live conversation.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would like proof your system did not fail and did operate as it should. If you can't provide that proof a refund is the only acceptable step to be taken at this point. I know I saw the Saturday date in my cart when my information was entered and the transaction was processed. To call me a liar is terrible business. I will be asking the FTC to look into this as well. Front Gate Tickets should be ashamed of this and their treatment of their customers.
Regards,
[redacted]
I apologize we cannot assist you further, please feel free to contact the event directly. Sorry for any frustrations.
Complaint: [redacted]
I am rejecting this...
response because:1. My request for refund was not addressed.2. I would like to know what steps are being put into place to prevent this from happening in the future and how Front Gate will indemnify buyers if this happens again.3. It is now November 28, 2016 and I still have not received the tickets. I would like to know what course of action can be taken to address this.
Regards,
Complaint: [redacted]
I am rejecting this response because: a) I asked to SPEAK with a human person, not get impersonal emails. b) My email address is 25 years old, and I get tickets and other attachments nearly every day as I work in entertainment. This is the company's problem, not mine. The resolution, as this happens EVERY TIME with them, is to have a rep send from a different address. That's how I got my tickets two weeks ago for CalJam. c) This is currently a theft issue. The company has my money and is refusing to call me. I will proceed accordingly if I don't get a phone call from management.
Regards,
[redacted]
I again understand the frustration and apologize that a refund is just not something we are able to honor. Please feel free to email the event directly to express your concerns. I wish there was more we could offer. Our apologies.