Rukkus, Inc.

Our understanding is that the customer is looking to cancel a placed order. Unfortunately, in accordance with industry wide policies, we are unable to cancel an order once it is placed. These policies are clearly stated on our website ([redacted]) and is in place to prevent...

the possibility of fraudulent ticket activity. We were unfortunately unable to find this customer's specific order with the information provided. We have no orders placed using that name, email address, phone number or billing address ([redacted], [redacted], [redacted]). We also have no orders for the amount of $946, or anything close to that amnount on the date of February [redacted]. While we would be happy to look into this further with the proper information provided, our no refund policy is binding and we would be unable to cancel any placed order (barring any cancellation of the event).

We truly regret [redacted]'s discontentment with her experience purchasing through Rukkus.  Approximately 30 minutes after having made her purchase for an event taking place that day, [redacted] reached out to Rukkus via our Live Chat portal to request a price match.  [redacted] was...

informed that Rukkus would be unable to honor the price listed by a competitor, as 30 minutes had passed since the time of purchase.  Prices can fluctuate greatly on the day of the event, especially when a single ticket is purchase out of an even-numbered set, leaving the seller with an odd number of tickets remaining.  Just the same as Rukkus would not charge the customer more than was presented at checkout if the price of her ticket(s) increased 30 minutes later, we are unable to honor a lower cost offered after this time has passed.  As was noted to [redacted] in the Live Chat conversation, should she ever find a set of seats listed cheaper than Rukkus is offering, we request that she simply contact us at the immediate time of purchase so that we can take a look at our competitor's listing and honor the lesser cost.  We look forward to the opportunity to work with [redacted] again in the future!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because  the quantity selected changed & what was ordered was not delivered.  If I would have known this would have happened I would have videotaped the transaction to reflect what actually transpired.  I stand on my position of my encounter online.  I received the tickets in the mail on September 17 and they were mailed back after direction from the bank on 9/**/16 under certified mail [redacted].  The tickets were not used.  It seems they failed to investigate the issue.   
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I contacted RUKKUS very quickly, within 30 minutes or less. I asked that they honor their price match guarantee.  The difference of time from when I found the cheaper ticket and when I purchased the Rukkus ticket was under 15 minutes. I searched for a few more minutes and reached back out to RUKKUS. What is the point of a price match guarantee if you have to contact them IMMEDIATELY? How would I have an opportunity to search for a cheaper ticket? I could understand if this was several hours, but we are talking 30 minutes.  They need to remove the misleading verbiage for a price match.  I am asking for the difference in the price of the ticket. That is all.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 This is more of the same, excuses + apology - but not honoring their own stated policy. They don't want to do more than they have done, and that speaks to their business model - No use going round and round on this - I would never use them again after what they put me through, and they should not be recommended by the Revdex.com. This was bait and switch.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 [redacted]  dont hand me that [redacted]  discounted tickets  your a [redacted] and you hiked the prices way above retail as it is  so please dont tell me how we got a discount   we have sent all documents and emails and copies of our receipts and screen shots to the atty general and counsel  NOTHING is acceptable  unless its the total refund of every 9.99 charge you screwed us out of  and to remove our credit card from your data base  MC  has all the information  and any charges attempted by your company are now  listed as fraud   you have been warned  we will file  a fraud claim via law enforcement    should we ever be charged as much as a nickel from your company   end of [redacted] story  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: Ticket sales ranged from 69.50 to 199.50. The brokers are the ones marking up the prices. I find no comfort in the  fact that Rukkus claims no responsibility for a clerical error. They could not even tell me what day the supposed 1 day ticket listed was for. That is why I felt something was off. They said for another 1200.00 you can purchase the 3 day pass. Their web site does not state that due to clerical errors that they will not take responsibility for that if a ticket is offered wrong that will offer you a ticket at a much higher price. Plus, they did a refund without my consent, that enabled me to use that card to purchase any other tickets. To say that I suffered no economic hardship is ridiculous. The tickets went on sale on 2/**/15 to general public thru Ticketmaster. I went on their site on Sunday and made the purchase. I received e-mail confirmations and text confirmations that the order was all set. Who verifies that these listing are accurate and do exist? I was also unhappy when I and my boyfriend asked to speak to a manger was told they were in a meeting and then that they were all out of town on a business trip. Never again will we use Rukkus or even recommend this site to purchase tickets. I am very disappointed in the lack of responsibly and customer service. 
[TYour Answer Here 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We truly regret any continued confusion or inconvenience caused by this order.  As the tickets selected by the customer were General Admission passes, the customer was charged accordingly and the General Admission passes were delivered to the customer.  As Rukkus is a secondary...

marketplace and all tickets sold are being relisted by the initial owner of the tickets and, thus, are not owned or generated by Rukkus, we are unable to cancel or modify any orders after they have been placed.  Due to the nature of the secondary market, prices can fluctuate greatly, per market demand, and Rukkus is unable to reimburse customers if the market value of the purchased tickets decreases after an order has been placed.

We sincerely regret to hear of this awful experience.  Unfortunately, we do not have any orders affiliated with this customer or email address, and thus are unable to investigate this matter further.  That said, should any customer ever encounter any issues entering the venue, we ask that...

he or she simply contact Rukkus at that moment, so that we may resolve the matter and ensure that the customer is allowed entry to the venue and his or her purchased seats.

We are very disappointed to hear of [redacted] negative opinion, though we truly appreciate her willingness to share. At Rukkus, all prices are listed in US Dollars, as is presented at checkout. We sincerely regret if this is something that [redacted] missed and, with her experience in mind, we...

will work to make this notification more prominent on the site. We look forward to the possibility of working with [redacted] again in the future!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They are full of it    we have filed a formal complaint with the state atty generals office  and our credit card company    its clearly a rip off fee   npo one needs a bs service charge for the so called discount club or any other name they give it    its a small print  rip off that clearly comes from a one person ticket scalping operation    one way or another we will get this resolved   we have taken this as well to a NYC TV station consumer reporter  who is currently investigating them for the fraud they are    we have NO intention on letting this go   I want all previous 9.99 charges credited  and any future charges removed and our card removed  from their system    AA master card is also investigating this and will charge back any 9.99 charge as un authorized   we never authorized anything other then the one time purchase of 6 Beyonce tickets     The law firm that I am part of  will also file a formal complaint as well    people that pull these internet ripoff schemes  are not going to [redacted] people and get away with it  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We regret to hear [redacted] discontentment with the proposed resolution and disinterest in working with Rukkus in the future.  Rukkus discloses all taxes and fees on the final page of checkout before any credit card information is required and we feel it very unfortunate that [redacted] did not notice the fees before proceeding with the order.  With [redacted] poor experience in mind, we will be looking into new ways to display the fees even more prominently and we are grateful for the opinions [redacted] has shared.

At Rukkus, our biggest priority is the satisfaction of our customers and we truly do regret that [redacted]'s experience was less than stellar.  As per the Buyer Guarantee that [redacted] has referenced, if an issue of any sort arises with a set of tickets and the seller is unable to fulfill the order as placed, Rukkus will purchase comparable replacements on the customer's behalf.  This takes into consideration both the dollar value of the tickets as well the location of the seats within the venue.  If comparable replacements are not available, the customer is guaranteed a full refund.  In [redacted]'s case, a full refund was issued immediately and, in an effort to make a more expensive set of tickets a more reasonable option for [redacted], an offer of 10% off his next two orders was extended.  This offer still stands for [redacted] and we would like to expand that offer to 10% off [redacted]'s next four orders, with confidence that his next experiences will be far superior to his first.  We hope to have the opportunity to work with [redacted] again in the future and we look forward to the chance to provide [redacted] with wonderful seats at a discounted rate!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because
As claimed by Rukkus, their website DID NOT categorize fees and additional charges prior to my checking out. They also were not transparent when I spoke to them on the phone PRIOR to placing my order. I specifically asked their phone representative, Edith, whether there were any surcharges or fees. The only charge mentioned was a $15 shipping fee, not the outrageous additional fees that were NOT categorized prior to my checking out. I will not accept the offer of 10% on the next order as I will never be doing business with them again. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I did receive a refund.  But I was never contacted by any form of communication from Rukkus.  Also, I started informing Rukkus via email on Saturday the that I hadn't received my tickets since that was the day I was promised delivery.  They still haven't sent me an apology even though they are telling you that they have.  My biggest complaint is they do not have a customer service number available for people to call. Thank you[redacted] 
  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for your help. The fact is they did offer me a 10% discount - but it was actually MORE than what I paid for the tickets on [redacted].  At the end of the day they failed to get me what they had agreed to sell me, refused to stand by the sale - and forced me to scramble and pay more for the tickets ( 3 months had passed, and the price had gone up). Their site says "Your Tickets are GuaranteedWe’ll always have your back if ever an issue arises.
 But that was notthe case, they gave me my refund, yes - and they let me keep the tickets - but they did not make good on our agreement or provide the tickets they said they had sold me. They made me scramble - they admit their error. This is false representation and bait and switch. They need to be made to keep their word to customers .
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On the final page of checkout, before any credit card information is required, Rukkus discloses the full cost of the purchase as well as the option for an itemized breakdown of all taxes, fees, and other charges that contribute to the final cost.  We truly regret any inconvenience caused, if...

this is something that [redacted] missed while checking out.  Per Rukkus policy, all sales are final and, thus, cannot be modified after the order has been placed.  For this reason, the customer was not eligible for a partial refund.  For her own peace of mind, Rukkus recommended to the customer that she proceed with a mock checkout, on any set of seats for any event, so that she could see the breakdown as it is presented.  Although we feel that we display the cost of purchase very clearly at checkout, we will work to improve the user experience even further, with this customer's poor experience in mind.

The charges the customer sees reflected are simply the monthly charges associated with the Rukkus Rewards Program, which grants the customer access to the discount on all purchases made with Rukkus for the duration of the membership.  Rukkus has had communication with the customer, who has...

approved and confirmed the charges, and we look forward to providing the customer with more great Rukkus experiences in the future!

We regret the poor experience [redacted] had when ordering through Rukkus.  At Rukkus, if any set of tickets should become unavailable, comparable or upgraded seats will be purchased on the customer's behalf.  If comparable or upgraded seats are not available, or if the customer is not...

content with the available replacement seats, the customer is guaranteed a full refund.  As [redacted]'s desired seats were unavailable and available replacement tickets were not of interest to [redacted], [redacted]'s order was refunded immediately.  Depending on the financial institution, refunds can take several days to process before reaching the bank account and we sincerely apologize for any inconvenience caused by this.  [redacted] has been granted 10% off his next order with Rukkus and we look forward to the opportunity to show him a great Rukkus experience!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Rukkus promised me eight sets of tickets. I received one. They admitted their computer programming failure was the cause.  Yet, they did not offer me comparable tickets that were CLEARLY AVAILABLE ON THEIR OWN WEBSITE. Yes, it would have cost them some profit, but it was the right thing to do due to their error.  Rukkus is not customer focused and lacks integrity. A quick [redacted] search of "Rukkus complaints" shows many, many reports.  THEY ARE NOT A REPUTABLE VENDOR TO BUY TICKETS FROM AND DO NOT DESERVE TO BE PART OF NYC's Revdex.com. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]