Business Response to a Complaint # Complaint ID#: [redacted] Company Name: Prominent Tickets Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: [redacted] placed an we order for "zone" tickets to the [redacted] Basketball tournament through an affiliate web siteThis was a huge event and tickets were very priceyThe web site offered many exact seating options in seats through [redacted] We also offered "zone" or "category" seating which were a fraction of the cost of the exact seatsThe only difference is that zone seating is subject to availabilityMeaning, you are not purchasing a seat, you are requesting a seat within the specified zoneThe customer had the option of buying seats that are guaranteed or requesting seats that are subject to availabilityThe web site clearly states in the policies: Ticket Availability SITE cannot guarantee ticket availability until USER is in possession of their ticketsGenerally, all ticket listings on SITE are a unique set of tickets from an individual TICKET SELLERSome ticket listings on SITE may only be representations of available tickets and not actual seat locations or currently available ticketsOccasionally tickets ordered may no longer be available at the price or in the quantity originally ordered at the time the order is receivedIf equivalent or better seat locations are available at the same price, the TICKET SELLER will fill the order with the alternative seat locationsIf no alternates are available, either the USER's credit card will not be charged at all or the entire amount will be refunded, and USER will be notified that the ticket request has been rejectedThis is the policy on the web site that the buyer is asked to "read and agree" to prior to submitting their orderWe also had the buyer sign our invoice and contract prior to accepting the orderThe invoice has a total of policies highlighted by an asteriskThe 2nd being "All orders placed with Zone seating are subject to availability"Mr[redacted] signed this invoice on March 24, The market for this event skyrocketed within the next couple daysWe knew there would be no way for us to fill the requested seats for this orderWe contacted the client on March 26th and explained the situationAs a courtesy for any orders we could not fill, gave our client's a DOUBLE refundMeaning we received a payment from Mr [redacted] of $2,on March 23rd and he was refunded $4,on March 26thWe have over compensated this client for an order that we could have simply refunded and stayed within the contractNowhere in this complaint does Ms[redacted] mention the $2,plus compensation they receivedThere was no advertising issue as the site states the order was not guaranteedIn regards to speaking to the owner, Mr[redacted] spoke to Mr [redacted] at length the day the order was refundedHe also spoke to me and to my assistant managerCustomer service is our number priority and we took every callThe accusation that we hung up any call is false Sent on: 4/10/4:05:PM
Business Response to a Complaint
padding: 3pt; border: #f0f0f0; background-color: transparent;">
Complaint ID#:
[redacted]
Company Name:
Prominent Tickets
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
[redacted] placed an we order for 10 "zone" tickets to the [redacted] Basketball tournament through an affiliate web site. This was a huge event and tickets were very pricey. The web site offered many exact seating options in seats through [redacted] We also offered "zone" or "category" seating which were a fraction of the cost of the exact seats. The only difference is that zone seating is subject to availability. Meaning, you are not purchasing a seat, you are requesting a seat within the specified zone. The customer had the option of buying seats that are guaranteed or requesting seats that are subject to availability. The web site clearly states in the policies: Ticket Availability SITE cannot guarantee ticket availability until USER is in possession of their tickets. Generally, all ticket listings on SITE are a unique set of tickets from an individual TICKET SELLER. Some ticket listings on SITE may only be representations of available tickets and not actual seat locations or currently available tickets. Occasionally tickets ordered may no longer be available at the price or in the quantity originally ordered at the time the order is received. If equivalent or better seat locations are available at the same price, the TICKET SELLER will fill the order with the alternative seat locations. If no alternates are available, either the USER's credit card will not be charged at all or the entire amount will be refunded, and USER will be notified that the ticket request has been rejected. This is the policy on the web site that the buyer is asked to "read and agree" to prior to submitting their order. We also had the buyer sign our invoice and contract prior to accepting the order. The invoice has a total of 5 policies highlighted by an asterisk. The 2nd being "All orders placed with Zone seating are subject to availability". Mr.[redacted] signed this invoice on March 24, 2014. The market for this event skyrocketed within the next couple days. We knew there would be no way for us to fill the requested 10 seats for this order. We contacted the client on March 26th and explained the situation. As a courtesy for any orders we could not fill, gave our client's a DOUBLE refund. Meaning we received a payment from Mr. [redacted] of $2,223.00 on March 23rd and he was refunded $4,446.00 on March 26th. We have over compensated this client for an order that we could have simply refunded and stayed within the contract. Nowhere in this complaint does Ms.[redacted] mention the $2,000.00 plus compensation they received. There was no advertising issue as the site states the order was not guaranteed. In regards to speaking to the owner, Mr.[redacted] spoke to Mr. [redacted] at length the day the order was refunded. He also spoke to me and to my assistant manager. Customer service is our number 1 priority and we took every call. The accusation that we hung up any call is false.
Sent on: 4/10/2014 4:05:32 PM
Business Response to a Complaint # Complaint ID#: [redacted] Company Name: Prominent Tickets Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: [redacted] placed an we order for "zone" tickets to the [redacted] Basketball tournament through an affiliate web siteThis was a huge event and tickets were very priceyThe web site offered many exact seating options in seats through [redacted] We also offered "zone" or "category" seating which were a fraction of the cost of the exact seatsThe only difference is that zone seating is subject to availabilityMeaning, you are not purchasing a seat, you are requesting a seat within the specified zoneThe customer had the option of buying seats that are guaranteed or requesting seats that are subject to availabilityThe web site clearly states in the policies: Ticket Availability SITE cannot guarantee ticket availability until USER is in possession of their ticketsGenerally, all ticket listings on SITE are a unique set of tickets from an individual TICKET SELLERSome ticket listings on SITE may only be representations of available tickets and not actual seat locations or currently available ticketsOccasionally tickets ordered may no longer be available at the price or in the quantity originally ordered at the time the order is receivedIf equivalent or better seat locations are available at the same price, the TICKET SELLER will fill the order with the alternative seat locationsIf no alternates are available, either the USER's credit card will not be charged at all or the entire amount will be refunded, and USER will be notified that the ticket request has been rejectedThis is the policy on the web site that the buyer is asked to "read and agree" to prior to submitting their orderWe also had the buyer sign our invoice and contract prior to accepting the orderThe invoice has a total of policies highlighted by an asteriskThe 2nd being "All orders placed with Zone seating are subject to availability"Mr[redacted] signed this invoice on March 24, The market for this event skyrocketed within the next couple daysWe knew there would be no way for us to fill the requested seats for this orderWe contacted the client on March 26th and explained the situationAs a courtesy for any orders we could not fill, gave our client's a DOUBLE refundMeaning we received a payment from Mr [redacted] of $2,on March 23rd and he was refunded $4,on March 26thWe have over compensated this client for an order that we could have simply refunded and stayed within the contractNowhere in this complaint does Ms[redacted] mention the $2,plus compensation they receivedThere was no advertising issue as the site states the order was not guaranteedIn regards to speaking to the owner, Mr[redacted] spoke to Mr [redacted] at length the day the order was refundedHe also spoke to me and to my assistant managerCustomer service is our number priority and we took every callThe accusation that we hung up any call is false Sent on: 4/10/4:05:PM
Business Response to a Complaint
padding: 3pt; border: #f0f0f0; background-color: transparent;">
Complaint ID#:
[redacted]
Company Name:
Prominent Tickets
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
[redacted] placed an we order for 10 "zone" tickets to the [redacted] Basketball tournament through an affiliate web site. This was a huge event and tickets were very pricey. The web site offered many exact seating options in seats through [redacted] We also offered "zone" or "category" seating which were a fraction of the cost of the exact seats. The only difference is that zone seating is subject to availability. Meaning, you are not purchasing a seat, you are requesting a seat within the specified zone. The customer had the option of buying seats that are guaranteed or requesting seats that are subject to availability. The web site clearly states in the policies: Ticket Availability SITE cannot guarantee ticket availability until USER is in possession of their tickets. Generally, all ticket listings on SITE are a unique set of tickets from an individual TICKET SELLER. Some ticket listings on SITE may only be representations of available tickets and not actual seat locations or currently available tickets. Occasionally tickets ordered may no longer be available at the price or in the quantity originally ordered at the time the order is received. If equivalent or better seat locations are available at the same price, the TICKET SELLER will fill the order with the alternative seat locations. If no alternates are available, either the USER's credit card will not be charged at all or the entire amount will be refunded, and USER will be notified that the ticket request has been rejected. This is the policy on the web site that the buyer is asked to "read and agree" to prior to submitting their order. We also had the buyer sign our invoice and contract prior to accepting the order. The invoice has a total of 5 policies highlighted by an asterisk. The 2nd being "All orders placed with Zone seating are subject to availability". Mr.[redacted] signed this invoice on March 24, 2014. The market for this event skyrocketed within the next couple days. We knew there would be no way for us to fill the requested 10 seats for this order. We contacted the client on March 26th and explained the situation. As a courtesy for any orders we could not fill, gave our client's a DOUBLE refund. Meaning we received a payment from Mr. [redacted] of $2,223.00 on March 23rd and he was refunded $4,446.00 on March 26th. We have over compensated this client for an order that we could have simply refunded and stayed within the contract. Nowhere in this complaint does Ms.[redacted] mention the $2,000.00 plus compensation they received. There was no advertising issue as the site states the order was not guaranteed. In regards to speaking to the owner, Mr.[redacted] spoke to Mr. [redacted] at length the day the order was refunded. He also spoke to me and to my assistant manager. Customer service is our number 1 priority and we took every call. The accusation that we hung up any call is false.
Sent on: 4/10/2014 4:05:32 PM