Rukkus, Inc.

We truly regret any confusion caused here.  The customer's itemized receipt is available to the customer via his Order Status Page, as is the case for all Rukkus orders.  Per the invoice reflected on the customer's Order Status Page, the tickets purchased were General Admission passes.  The order was fulfilled accordingly and, unfortunately, Rukkus would be unable to reimburse the customer for the difference in value of the tickets from the time of purchase until the time of the event.  As Rukkus is a secondary marketplace, ticket prices can fluctuate greatly, per market demand.  The price paid by the customer, as presented at checkout before any credit card information was required, was the current market price for the selected tickets.  Unfortunately, Rukkus will be unable to take any action on this order.

We truly regret the poor experience that [redacted] had when purchasing tickets through Rukkus.  When Local Pickup tickets are purchased, this means they will be delivered to the customer at or near the venue on the day of the event.  The exact Local Pickup information is not always...

immediately available at the time of purchase, as sellers may need to coordinate the pickup process as the event approaches, so we recommend choosing alternative methods of delivery when possible.  [redacted] expressed concern that her dinner plans would be negatively impacted by the Local Pickup process which, despite Rukkus' best efforts, was not something that we were able to fix, as the seller was unable to meet at an earlier time.  The experience had by [redacted] on the day of the event is a quite unfortunate one and should not be considered indicative of the traditional Local Pickup experience.  We are deeply apologetic for the trouble caused by this.  The tickets delivered to [redacted] were deemed by the seller to be upgraded seats, as they were far closer to the stage, but Rukkus acknowledges that this is not something that [redacted] had explicitly agreed to.  With the seat change and the broader inconvenience endured by [redacted] in mind, a 10% refund has been issued for the purchase, as well as a standing 10% discount on her next four orders with Rukkus.  We look forward to the opportunity to provide [redacted] with a true, far more stellar Rukkus experience!

We find it very unfortunate that the customer feels that the mentioned courses of action are necessary, though we certainly understand that it is well within the customer's rights to proceed as she feels fit.  For customer convenience, the itemized breakdown of taxes, fees and discounts is presented on the customer's Order Status Page in the exact fashion as was presented at checkout, before any credit card information was required.  As the $100 discount that the customer was provided with was provided with the year-long agreement, which stipulates that a $9.99 charge will be applied monthly, Rukkus would be unable to remove the customer from the Rukkus Rewards Program or refund the monthly charges without recouping the discounted funds.  We look forward to the opportunity to resolve this matter amicably with the customer.

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 refuse to own up to screwing me over
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are disappointed to hear that the customer was displeased with the experience had with Rukkus. At Rukkus, we pride ourselves on going above and beyond for each and every customer we come in contact with and we cherish the opportunity to take all steps necessary to ensure customers'...

contentment.In this instance, the customer placed an order, on August *, 2015, for two tickets to see the Altanta Braves at the Chicago Cubs on August **, 2015. Rukkus was made aware that an undesired duplicate order had been placed as well. Rukkus immediately refunded the customer the full value of the purchase and the customer was sent confirmation of this refund. Generally, refunds issued by Rukkus take 1-3 business days to process, though this can vary depending on the financial institution. The customer reached out to Rukkus to inform us that, although the third business day had passed, the refund was still not reflected in the customer's account. Upon receipt of this information, Rukkus reached out to the customer's bank to inquire if there was anything that could be done to expedite the process for the customer. Unfortunately, Rukkus was informed that the process must run its course, and that it was not an issue that could be manually resolved.Ultimately, nothing further was heard from the customer and Rukkus was able to confirm that the refund was successfully processed through.

bguIt is certainly well within [redacted] rights to pursue legal action, should she feel this necessary, but Rukkus stands by our disclosure that "All prices [are] in US Dollars" which can be found directly beneath the total cost of purchase on the final page of checkout.  We truly regret the inconvenience experienced by [redacted] but, unfortunately, will not be able to take any action on this order.

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:

 
 You may  be a secondary place but when someone can't go because of a emergency or accident u could come up with something to help the customer.  Also when we purchased the tickets we put in Crystal grand and somehow u jumped in there. That should not be allowed. If the tickets were purchased through them like we thought we were they would of refunded our money. You could give a voucher or certificate for us to go to anouther concert in the future.  I don't like how u do business. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are very sorry to hear that [redacted] is discontent with the experience he had while ordering with Rukkus. At Rukkus, we pull tickets from thousands of different sellers which gives us the opportunity to present customers with the best available prices on the web. As per Rukkus policy, if an...

issue 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. If comparable replacements are not available, the customer is guaranteed a full refund. Unfortunately, Rukkus was unable to fulfill [redacted]'s order as placed. As there were not comparable replacements available for Rukkus to fill [redacted]'s order with, [redacted] was immediately issued a refund for the full value of his purchase. Notwithstanding Rukkus policy, [redacted] was granted 10% off his next two orders with Rukkus and we look forward to the opportunity to provide him with great Rukkus experiences!

We are regretful to hear this customer had a bad experience through Rukkus. It is our goal to deliver our customers not only the best prices but also the best overall buying experience. In order to accomplish this goal, Rukkus has built a search engine that aggregates tickets from thousands of...

reputable ticket sellers across the web. This allows Rukkus to offer millions of tickets to thousands of events nationwide at any given moment in time. In this instance, the Grateful Dead 50th Anniversary Tour tickets went on sale to the general public on Saturday 2/**/15. There were four types of tickets available; 3-day passes (Friday July * - Sunday July [redacted]), Friday Only, Saturday Only, and Sunday Only. On Saturday afternoon 2/**/15, 1-day tickets were offered in the market for between $500 - $800/ticket and 3-day passes for between $1,500 - $2500.On Sunday March *, Rukkus was showing hundreds of tickets to this event from our network of resellers. Unfortunately, one of the sellers had a clerical error and accidentally listed a 1-day pass as a 3-day pass, this resulted in the seller listing a ticket valued at over $1,800 for $679, or in other words 63% below the market price.  Rukkus had placed no advertisements for this event, so the traffic we received was either from existing customers, or new consumers searching the web and comparing prices. Since [redacted] was a first time customer, we can infer she found Rukkus through web search.Upon receiving the order from [redacted], we contacted the seller to confirm the purchase, and it was at this time both the seller and Rukus became aware of the clerical error. We immediately reached out to [redacted] to apologize for the error, explained how it occurred, and offered multiple options to rectify the unfortunate circumstance. The options offered included a full refund, 1-day passes at a 15% discount to the price she had originally paid, or 3-day passes at the lowest price available on the market. [redacted] made it clear that she was uninterested in working with us to find replacement tickets, therefore the only viable option was for Rukkus to issue a full refund. In her complaint, [redacted] makes the very strong claim that she felt “scammed” and “taken advantage of.” Although this was an unfortunate situation, in no way did Rukkus purposely mislead her by knowingly advertising the incorrect price, nor did Rukkus stand to gain any type of economical benefit from the situation whatsoever given the immediate offer of a refund. Additionally, she referenced the Rukkus Buyer Guarantee listed on our website. It seemed, in fact, that quite a bit of the confusion surrounding this incident stemmed from the Rukkus Guarantee which is meant to protect buyers from fake or double-sold tickets, and to ensure that a customer does not incur the additional expense of traveling to an event without the guarantee of entry. In [redacted]’s situation, the event was 6 months away; she suffered no economic hardship whatsoever from the clerical error, and was subsequently made whole with a full refund.We’d like to clarify that the Rukkus guarantee does not cover clerical or data related issues on the part of the Rukkus marketplace or its sellers. For example, if a seller were to misplace a decimal point in submitting their ticket prices to us, and a customer were to find that mispriced ticket and place an order, we would unfortunately not be able to honor a $250 ticket for just $2.50. As a marketplace, Rukkus tries to provide an ample amount of support to both our ticket sellers as well as our customers. We choose to show leniency towards first-time mistakes on the part of sellers, yet we also cannot justify the subsidy of costly clerical errors on the part of the company. We hope that in the very rare case that a seller accidentally mislabels a set of tickets, our customer will work with us to find an amicable solution without drastic penalty to the seller and in recognition of the current market prices for a given event. In the case that such an error occurs, it is Rukkus policy to make the offer of a refund very clear to the customer so that they are free to find replacement tickets elsewhere if they so choose. We are also happy to offer some amount of discount in the case that the customer chooses to find replacement tickets through Rukkus. This is done as an offer of goodwill and to make up for any inconvenience experienced as a result of the error. However, we are simply unable to offer discounts as deep as 60%, as was requested in this particular instance, due to Rukkus’s position as a marketplace rather than a ticket supplier. In conclusion, Rukkus prides itself on reliably delivering tickets to our customers, and in extremely rare circumstances when an error occurs, we do everything in our power to provide the customer with a solution that is viable for all parties involved, including the seller. With [redacted], we would have liked to have been able to work with her to to locate the best priced tickets available on the market for 3-day passes to her event, but was unable to offer [redacted] those 3-day passes at a $2,500 discount. Instead, we have provided a full refund for her order.

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 and the matter has been resolved.Company has responded to my request thank you for your aid
Sincerely,
[redacted]...

We truly regret the customer's discontentment but, unfortunately, will be unable to take any action on this order.  All order details, including the event information and quantity purchased, which will always be consistent with the total cost and price per ticket breakdown, are presented at checkout, before any any credit card information is required.  Unfortunately, we are unable to cancel an order at any time after it has been placed, regardless of the customer's decision to make use of the tickets or not.

[redacted] is a secondary marketplace, through which the inventory of ticket selling companies is listed.  This means that [redacted] does not own or generate any tickets sold and, as [redacted] purchases the selected tickets on the customer’s behalf, a refund would come in the form of [redacted] purchasing the tickets back from the customer.  As [redacted] delivers tickets—each with unique barcodes—to customers, [redacted] is unable to take back and relist tickets once they have been delivered to a customer.  Understanding the possibilities of duplication of barcodes and tickets, [redacted] cannot, in good faith, put tickets back on the market whose barcodes have been jeopardized by delivery to a customer.  We regret the trouble caused here but, unfortunately, the customer was not eligible for a refund at any time.

We are very sorry to hear of [redacted]'s disappointment with her experience while shopping with Rukkus.  All tickets listed with Rukkus have taxes, per e-commerce legislation, and fees, set by the sellers themselves, associated with them.  On the final page of checkout, before any credit...

card information is required, the customer is presented with the total cost of the purchase as well as an itemized breakdown of taxes and fees.  We sincerely regret if this is something that was missed when [redacted] was checking out.  We further regret to hear that [redacted] did not feel that Rukkus was reachable when she was most in need of our assistance.  Rukkus boasts a Fan Operations team that is ready and willing to help at any time, should [redacted] or any other customer need assistance or have any questions.  With [redacted]'s thoughts in mind, we will work to find new ways to make ourselves and our contact information more available to customers.

We regret to hear that [redacted] felt that Rukkus was not reachable when she needed us.  As the event was cancelled, [redacted] was automatically issued a full refund for the order and, for the inconvenience she experienced, we would like to offer [redacted] 10% off the total cost of her...

next order with Rukkus as well.  At Rukkus, we offer customers the opportunity to contact us via Phone, Email, Live Chat, and Text Message.  We are always working to optimize each of these channels to improve the experience of our customers and, with [redacted]'s poor experience in mind, we have turned our focus to improving our efficiency and response rate for text messages.

We sincerely regret the trouble experienced by [redacted].  At the final page of checkout, before any credit card information is required, Rukkus presents all order details.  This includes information regarding the event itself, such as the performer and date of the event, in addition to...

information about the customer's selection, including the section and row of the seats selected.  Also included is the quantity of seats selected, with which the presented total cost will always be consistent.  Per Rukkus policy, once an order has been placed, it cannot be cancelled or modified.  This is due to Rukkus' status as a secondary marketplace, rather than a primary ticket seller or generator.  For this reason, the customer's request for a refund was denied.  Additionally, per Rukkus policy, as this customer opted to dispute the charge with her financial institution, Rukkus will be unable to do any further business with the customer.

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 do not know why Rukkus cannot accept the fact that their website was not working properly at the time I placed my order. No itemized receipt was displayed prior to my hitting the submit button. When I spoke to the company's representative prior to placing the order, they were not upfront with disclosure of fees. It was asked specifically whether there were any fees or surcharges added to the cost of the tickets and the only added cost mentioned was a $15 shipping fee. Rukkus was not transparent in disclosing the other outrageous fees which amounted to about 38% of the ticket price.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We appreciate [redacted] willingness to share her thoughts and we are very disappointed to hear of the poor experience that [redacted] had while placing an order with Rukkus.  All tickets listed through Rukkus have taxes and fees associated with them.  On the final page of...

checkout, before any payment information is required, the total cost of the order is presented to the customer, in addition to an itemized breakdown of all taxes and fees.  Unfortunately, as [redacted] order had already been processed when Rukkus was contacted, we were unable to cancel or refund the order.  This is consistent with the refund policy posted on the Rukkus website, though we truly regret if this is something that was missed by [redacted].  Rukkus would like to offer [redacted] 10% off of her next order, with confidence that it will be a more seamless process for her, and we look forward to the opportunity to provide [redacted] with a great Rukkus experience!

We truly regret the inconvenience experienced by the customer when purchasing through Rukkus.  As our platform is set up to secure the tickets selected by a customer, and all order details are presented to the customer at checkout, Rukkus was unable to take any action on the customer's order....

 As we are a secondary marketplace and all tickets are obtained from external, ticket-selling companies on the customers' behalf, Rukkus is unable to issue refunds for any orders.  That said, Rukkus does not have a platform that allows individuals to relist tickets on our site, so an offer such as this would not have been made to the customer; we regret any confusion that led to this misunderstanding.

On October 13th I purchased two tickets (section 35 Row G seats 11,12) to the Boise State game on October 15th. I was informed that the tickets would be sent overnight and I would receive I received then October 14th. I confirmed all of this information on my phone app. The next day I was informed that the "tickets" did not get send out FED-EX and could I provide a Boise address to have the tickets sent since I was traveling from California. I asked if I could get them emailed since I did not have a Boise address. I received one ticket via email in Row F seat 9. I contacted (by email..the only way to contact them) and was informed that I have only purchased one ticket. I went on my phone app and saw that the information had be CHANGED to reflect the one ticket in Row F seat 9. Through several emails they told me that I had only purchased one ticket and that they upgraded me to row F. This company is very dishonest and I am hoping that enough people with similar experiences will review them and report them to the Revdex.com.

Review: I purchased 2, 3 day passes for The Grateful Dead concert on 7/*/15 to 7/**/15 for $1373.00. I received e-mail confirmation and text confirmation for 2, 3 day passes at $1373.00. The Rukkus site has a 100% guarantee under buyer guarantee and under about us. It states that if the seller has listed tickets and you purchase them and then they are not available , Rukkus will locate another set of equal or greater value as replacements. I received a phone call from a Rukkus representative on 3/*/15 named [redacted]. He said that the broker listed the tickets wrong and if I want a 3 day pass for 2 people that I need to spend $1200.00 more. He said it was for 1 day only that was listed. I told him no, I want them to honor what their site advertises with the 100% guarantee and issue me what I paid for, 2, 3 day passes. He said he can not do that. I can have a refund if I'd like. I told him no, I want what I paid for as advertised on their site. I told him that my boyfriend would be calling back to handle this because I felt like it was a scam and I was being taken advantage of. We asked for supervisors and were told they are in meetings and then told they are away on business trips. No one would honor their guarantee per their site. I then find out that my credit card was refunded for the amount spent without my consent. Now, I have no tickets at all.Desired Settlement: I feel that they are required per their site of 100% guarantee to honor the 2, 3 day passes at the price I purchased on 3/*/15.

Business

Response:

We are regretful to hear this customer had a bad experience through Rukkus. It is our goal to deliver our customers not only the best prices but also the best overall buying experience. In order to accomplish this goal, Rukkus has built a search engine that aggregates tickets from thousands of reputable ticket sellers across the web. This allows Rukkus to offer millions of tickets to thousands of events nationwide at any given moment in time. In this instance, the Grateful Dead 50th Anniversary Tour tickets went on sale to the general public on Saturday 2/**/15. There were four types of tickets available; 3-day passes (Friday July * - Sunday July [redacted]), Friday Only, Saturday Only, and Sunday Only. On Saturday afternoon 2/**/15, 1-day tickets were offered in the market for between $500 - $800/ticket and 3-day passes for between $1,500 - $2500.On Sunday March *, Rukkus was showing hundreds of tickets to this event from our network of resellers. Unfortunately, one of the sellers had a clerical error and accidentally listed a 1-day pass as a 3-day pass, this resulted in the seller listing a ticket valued at over $1,800 for $679, or in other words 63% below the market price. Rukkus had placed no advertisements for this event, so the traffic we received was either from existing customers, or new consumers searching the web and comparing prices. Since [redacted] was a first time customer, we can infer she found Rukkus through web search.Upon receiving the order from [redacted], we contacted the seller to confirm the purchase, and it was at this time both the seller and Rukus became aware of the clerical error. We immediately reached out to [redacted] to apologize for the error, explained how it occurred, and offered multiple options to rectify the unfortunate circumstance. The options offered included a full refund, 1-day passes at a 15% discount to the price she had originally paid, or 3-day passes at the lowest price available on the market. [redacted] made it clear that she was uninterested in working with us to find replacement tickets, therefore the only viable option was for Rukkus to issue a full refund. In her complaint, [redacted] makes the very strong claim that she felt “scammed” and “taken advantage of.” Although this was an unfortunate situation, in no way did Rukkus purposely mislead her by knowingly advertising the incorrect price, nor did Rukkus stand to gain any type of economical benefit from the situation whatsoever given the immediate offer of a refund. Additionally, she referenced the Rukkus Buyer Guarantee listed on our website. It seemed, in fact, that quite a bit of the confusion surrounding this incident stemmed from the Rukkus Guarantee which is meant to protect buyers from fake or double-sold tickets, and to ensure that a customer does not incur the additional expense of traveling to an event without the guarantee of entry. In [redacted]’s situation, the event was 6 months away; she suffered no economic hardship whatsoever from the clerical error, and was subsequently made whole with a full refund.We’d like to clarify that the Rukkus guarantee does not cover clerical or data related issues on the part of the Rukkus marketplace or its sellers. For example, if a seller were to misplace a decimal point in submitting their ticket prices to us, and a customer were to find that mispriced ticket and place an order, we would unfortunately not be able to honor a $250 ticket for just $2.50. As a marketplace, Rukkus tries to provide an ample amount of support to both our ticket sellers as well as our customers. We choose to show leniency towards first-time mistakes on the part of sellers, yet we also cannot justify the subsidy of costly clerical errors on the part of the company. We hope that in the very rare case that a seller accidentally mislabels a set of tickets, our customer will work with us to find an amicable solution without drastic penalty to the seller and in recognition of the current market prices for a given event. In the case that such an error occurs, it is Rukkus policy to make the offer of a refund very clear to the customer so that they are free to find replacement tickets elsewhere if they so choose. We are also happy to offer some amount of discount in the case that the customer chooses to find replacement tickets through Rukkus. This is done as an offer of goodwill and to make up for any inconvenience experienced as a result of the error. However, we are simply unable to offer discounts as deep as 60%, as was requested in this particular instance, due to Rukkus’s position as a marketplace rather than a ticket supplier. In conclusion, Rukkus prides itself on reliably delivering tickets to our customers, and in extremely rare circumstances when an error occurs, we do everything in our power to provide the customer with a solution that is viable for all parties involved, including the seller. With [redacted], we would have liked to have been able to work with her to to locate the best priced tickets available on the market for 3-day passes to her event, but was unable to offer [redacted] those 3-day passes at a $2,500 discount. Instead, we have provided a full refund for her order.