Rukkus, Inc.

"What a pleasure it was to work with them. I had many questions and concerns and they were very patient with me. They work with me when a problem did arise and fixed it. They worked real hard to accommodate my request. They went above and beyond and will recommend them to everyone I know. I will definitely use them again.

This site is an absolute scam and needs to be removed. First of all I purchased tickets for my family for this thursday which regardless i'm sure will not be rectified in time. We purchase tickets which on the sites online map of the [redacted] in Boston showed it was in section 1 (first floor of the arena) which is clearly three sections from the stage at $91 each. I purchased four seats and after receiving them I noted they said section "[redacted]" which is promenade 1. This would be the promenade on the NINTH LEVEL of the arena and not even visible with binoculars. These were a birthday present for my daughter and now it's a disaster. This was clearly misrepresented and there are still other tickets in this area that are being misprepresented. The worst part is there is ABSOLUTELY NO WAY TO CONTACT THIS COMPANY WHATSOEVER. No phone numbers, email addresses and the only phone number I found online via [redacted] was disconnected. I am absolutely disgusted that I spent $500 for nothing. These tickets could be found anywhere for $30 each. I would strongly like a response or to at least make sure this company is verified and inspected. Thanks so much in advance! My email is [redacted].

Review: So I know I clicked on billing and collection issues but it also involves customer service issues, refund and exchange issues, sales issues and service issues. On Tuesday August [redacted] around 7:30 we ordered 2 sets of tickets for two games through Rukkus and they by accident charged my boyfriends account 3 times and they called us right away that night and said they would refund us the $100 dollars because they over charged us. So we said okay that's fine. Then it became Monday of this week so August [redacted] and we still do not have the $100 in the account so we have been trying to contact them and we got ahold of them Tuesday and they said it should be in there by 5:00PM and it was not so we called on Wednesday August [redacted] and they said that they called the bank and it would take 1-4 business days and so they said we could call them first thing Thursday night if it was not in there by 5:00PM so we called because it was still not in there and we have been dealing with a guy named Oliver and we asked to talk to him and this other guy said that he was in a meeting and that he would have him call right away when he was out of the meeting. So Thursday night around 8:30 which was 3 and 1/2 hours since we last talked to someone no one contacted us yet and the money was still not in his account. So we tried to call both numbers back that we have and no one answered and they said on their website that we could also text and so we did and no one answered after that. So we have been dealing with this problem since Tuesday August [redacted] and it has been more than 1-4 business days and we now can not get ahold of Rukkus so we informed them that we would be contacting you guys to get this resolved so we can get the money we are suppose to be getting back and I feel we should get a full refund if not more because we have gone through so much and have gotten no where. If you need to send anything in the mail me and my boyfriend have moved and the address to send stuff to would be [redacted] but I hope you guys can help us and get our money back thank you for your time. -[redacted]Desired Settlement: I would like a full refund plus the extra $100 that they owe us because we have been dealing with this for too long and now they want nothing to do with us and they wont answer us so I feel we should get everything back we paid for and more.

Business

Response:

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.

Rukkus.com is a scam website. They do not have the tickets they sell you. They charge your credit card immediately and don't provide a refund until you call and wait 5 days for it to be issued. Avoid!

I ordered e-tickets for the Chicago Bears-Green Bay Packers game tomorrow on August [redacted]. I never received a confirmation email, but after a few calls, I reached customer service. Not only did Robert find my order, he was courteous and apologetic! And the mistake was mine! Tens across the board! My dad's surprise 72nd birthday gift is possible because of Robert at Rukkus's customer service!

Review: I ordered NFL tickets and was guaranteed they would be delivered before the game. My account was charged for the tickets but I never received them. I wasn't even able to download tickets, nor did I ever receive a tracking number. I have sent at least 10 emails to them and haven't received any response. They do not have a phone number listed so I cant call and speak to any one. I had to purchase tickets from another vendor last minute.Desired Settlement: I want a full refund of $325.00

Business

Response:

We are very sorry that [redacted] had a less than stellar experience with Rukkus and truly apologize to [redacted] for any and all inconvenience caused by this. On October *, 2015, [redacted] placed an order for two physical tickets to see the New England Patriots at the Dallas Cowboys on October **, 2015. As the order was placed on a Friday afternoon, the seller was unable to ship the tickets to [redacted]. Rukkus immediately requested the Local Pickup information from the seller. It was not until the day of the event that the seller informed Rukkus that the tickets had been converted to Electronic Transfer tickets, a link to which was promptly sent to the email address provided by [redacted] at the time of checkout. Despite numerous attempts by Rukkus to contact [redacted] to inform him of this change in ticket type, the message was not successfully relayed and, to the best of [redacted]'s knowledge, he was left without tickets to the game. This occurrence is something that Rukkus regrets deeply. On the evening of the event, after the event had already begun, [redacted] contacted Rukkus to alert us that he had not received his tickets for that day's game. [redacted] was immediately put in the queue for a refund, which was fully processed on Wednesday, October **, 2015. Additionally, Rukkus has placed a standing offer on [redacted]'s account for 10% off his next order with us.

Consumer

Response:

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,

Ordered a pair of tickets to Jeff Dunham. After checkout the confirmation I received was for a show called "Hitzville". I attempted to contact them several times to rectify the situation including email, phone call and a "contact us" link on their web page. None of which did I ever receive a response from. It has been approximately 8 weeks since the original attempt at purchasing the correct tickets, still no response and still have not received a refund for the tickets I did not agree to buy. The web site clearly states if there is a problem, to contact them before you receive the confirmation, which I attempted to do so, however since they have still not responded obviously I am on the hook for 2 tickets to a show that I did not get to see since it was going on during the show I wanted to see.

Review: Rukkus is a scam. They do not have the tickets they are selling and they charged my credit card. I am unable to get a refund on my card for days. This is not acceptable.Desired Settlement: Immediate refund. Close website down.

Business

Response:

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!

Consumer

Response:

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]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I spoke to company representative, Edith, on the phone prior to placing order. I inquired about fees and surcharges over and above ticket price. All she mentioned was a $15 fee for [redacted] shipping. There was no order summary before I placed the order, so I was shocked when the order for 3 tickets at $53 apiece came to $232!. In addition to the $15 [redacted] fee, there was $58 for taxes and handling. I spoke to the manager, Dillan, indicating the deception and he said there was nothing he could do. BEWARE of this company and it's fraudulent, deceptive practices. They also have a no refund, no cancellation policy which was not made clear in the ordering process.Desired Settlement: I would either like a refund of fees ($58) or a total refund of my order ($231.12) When order [redacted] was placed for 3 tickets to the Outcry 2016 Tour at the Palace of Auburn Hills in Michigan, there was no order summary before I submitted my order. Based on my conversation on 1/**/16 with Edith, I was only informed about the $15 [redacted] fee, not the other $58 in taxes and fees. I spoke to both Edith and Dillan who indicated there was nothing they could do because of their no refund/no cancellation policy.

Business

Response:

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!

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

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,

Fantastic services along with reasonably priced products when compared with similar businesses and agencies. Will look forward to doing business again in the future.

Review: I placed an online order for Kings tickets. It gave me a price for the tickets, I pressed confirm, then I got an email with the total - It had $80.00 worth of fees they had charged me that I was never told about before I placed the order. When I tried to get a refund, I could only access the website, which kept taking me to the FAQs page, which stated - no refunds. There's no contact number or any way to get in touch with a customer service representative. This is a scam if I ever saw one.Desired Settlement: I'd like the fees waived.

Business

Response:

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.

Review: Bought tickets to a concert for Tuesday 12/**/2015, showed up the event to find out it was cancelled. A member representing Rukkus introduced himself as Oliver, sent a text message to my phone from number ###-###-#### with message of "[redacted]" To which I replied the following day "I went to the venue last night, I was informed that the concert was cancelled".

Since that time, I have attempted to reach out to Rukkus again, went to their site, looked at ways to contact them, but it only goes to a page where you click tabs, and they have an answer. [redacted]

The only tab that allows to input an email, is the technical issues tab. Their site says, that refunds are "All sales are final. Rukkus cannot offer refunds or take back tickets on completed purchases. You cannot change or cancel any orders after the sale is complete. Exception: if your event is cancelled, in which case you will be refunded in full." [redacted] Under "My existing Order" then, "Can I get a refund?"

I have also sent another text message to Oliver, the representative Oliver, did not reply to text message, and I have not received an email addressing my issue.Desired Settlement: Refund

Business

Response:

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.

Review: I placed a purchase for 3 tickets to a basketball game and I haven't receive any download .. E tickets yet .Now , my download recieving time was yesterday ( on or before thurs jan [redacted] ) those were the words used !!! I haven't received any e-ticket download till timeframe and I continue to attempt to contact this company but no active number sppears to work . I really want my money back at this point which is $389.00 but the company has a no refund policy.... Which leaves me with no option but to want my tickets . all im asking for is my tickets at this point and I cant even get a responce from these folks.Desired Settlement: Delivery of Order. I want company like this one here , to be more responsible when it comes to dealing with customers .

Consumer

Response:

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,

Review: I was interested in purchasing tickets to see Madonna on Oct [redacted] 2015 in San Diego. I researched several different ticket brokers looking for the right location and price for the concert. I found good seats through VIVVID Tickets that would have worked. However, I found Rukkus that had 3rd row Sec AAA tickets for $236 ea plus fees.

I called Rukkus on Tuesday 9/** and spoke with a Robert to confirm that the tickets they had listed on RUKKUS.COM were valid, in the section they had listed and asked if they were going to be a problem. I was then assured by Robert on 3 different occasions that Rukkus had a guarantee policy, and if there was a problem with the Sec A, Row 3 tickets that we would be given comparable tickets in a comparable row/section that was purchased.

After being told several times that the tickets were valid and guaranteed we decided to purchase 2 ticket, the Sec A, Row 3 tickets that were listed on there web site. I purchased the 2 tickets showing the location/price on there web site and my receipt. After Rukkus charged my credit card $669 I received a call from Robert at RUKKU telling me that the tickets were listed wrong on there site and that they could do a refund or offer me a 10% discount on different tickets, but the Sec A Row 3 tickets were not available. I explained that I called on 3 different occasions to ask about the tickets, there location and was told by Robert that they were guaranteed and was told that if there was a problem we would get seats in a comparable section. Robert just kept apologizing so I asked for a manager or supervisor and was put in touch with Dylan (supervisor) who did not care about what happened, refused to uphold the guarantee that I was told about 3 times before I made the purchase. I then asked about the remaining tickets that were still left in there inventory and was told that they could only do a refund and offer me a 10% discount. There so called guarantee obviously means nothing. I complained that I let other tickets go based on the 3 conversations with Robert and there guarantee I was told about the 3 times I called. I then asked to speak with someone in charge to help me with my problem and was told that there was no one else. I found out the Manager or owners name Manick B[redacted] and was told that he does not speak with customers?!?! In the end I was refused other floor seats they still had listed on there web site, never received my tickets I paid for, Robert and Dylan did not offer anything but the refund and 10% off. Neither cared or lifted a finger to make the situation right. Due to their incompetent ability to manage there business, we now do NOT have ticket to see Madonna. DO NOT DO BUSINESS WITH THEM!!!!!! Bad attitudes and will not stand by the guarantee they kept telling me about when I called questioning the tickets!!!Desired Settlement: We want the 3rd row Sec A floor seats I was guaranteed when I purchased them. There so called guarantee claims that if there is a problem with the tickets purchased then other tickets equivalent / comparable to the 3rd row Sec A ticket would be issued. I had asked about replacing my screwed up order with the other floor seats they still had listed on there web site, but was told AGAIN that I could get a refund or 10% off different tickets. HELP!

Business

Response:

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!

Consumer

Response:

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]

Rukkus is not being truthful about what tickets they still had available for weeks until the actual concert. They had other floor seats available from $236-$338 on the same day that they messed up my order and still had those and other seats available all the way up until the week of the event. So, Rukkus did actually have replacements and they chose not to replace my order that they claimed to me were guaranteed?? I called 3 times, checking on the tickets before I purchased them!!! They had the time and the resources to fix my messed up order and choice not too. In addition, they NEVER offered me 2, 10% off discounts!! EVER!! Once they realized that my order was messed up, I received a call stating that my tickets were not available and a refund had already been requested. Not once was their so called "Buyer Guarantee" brought up until I mentioned it!! And then they flat out denied it!! I was only then offered 1, 10% discount, not 2, and only if I wanted to replace my messed up order!!! Nothing was ever sent to me and I never received a call back from their management! They failed to uphold their own core values, Just get onto Rukkus site and look them up on their website. Their "Buyer Guarantee" & "Kick Butt Customer Service" along with ALL the other CORE VALUES they claim meant nothing when my $669 order was messed up!! Would NOT trust them, especially if it is something you really want to see!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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!

Consumer

Response:

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 has never once called me back. The ONLY time they called me was to tell me that the tickets I purchased were no longer available. So their biggest priority was NEVER me, their customer. Again, Rukkus is not being honest about the tickets they still had available at the time my order was messed up in September! They still had other floor seats available for $236-$339, which was very close to what I paid for our tickets in my order that was messed up. So again, they could have fixed my order and replace my set of tickets with the other tickets that were still available, some for days, and for near to the price I paid! They are not being honest!!What Rukkus did to me goes against their so called “Values”, “Buyer Guarantee”, “Kick Butt Customer Service”, and, my favorite “Because we're SERIOUS about creating awesome fan experiences". They failed at all of them with us!! Their “Buyer Guarantee” says that “If the seller can’t provide you the tickets they had listed on Rukkus, we’ll MAKE SURE you get equal or better seats or a full refund.” First off, I called ahead 3 times to verify the price and location of the tickets. And I was told by two of their representatives that they had personally verified the tickets price and location that I was interested in, then told me about their “Buyer Guarantee” So I purchased them with confidence from Rukkus!When I received the ONLY call or commination that I have had with Rukkus after my purchase, was the day they called to let me know the tickets I purchased were not available. In their latest response they say “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”. Well, when they called about my order Rukkus did not bring up the other tickets they still had available, really close to the same price I paid. Nor did they bring up their “Buyer Guarantee”. I had to bring everything up!I was told the tickets were listed wrong and a refund had ALREADY been processed. When I brought up the “Buyer Guarantee”, I was told it did not apply to my order, no other seats were available, which was NOT true. When I asked for a manager, I was told they did not speak to the public!! So the fact is Rukkus choose NOT to help me as a customer! It wasn’t until I asked for a manager that I was even offered the 1, 10% off discount. And only if I replaced my order right then! Unfortunately, I did not have another $700 available in my account due to my $669 order I had already placed with Rukkus.I left several additional messages for management after the first and only call I received from them, hoping someone would respond and help me fix my order. However, no one has EVER called me back, and we still had weeks until the event. Additionally, Rukkus NEVER offer me the 2, 10% off discounts that they say they did. They lied, they just blew me of! Not the “Kick But Customer Service” they proclaim when I called ahead of time to verify the tickets! As for their recent offer, to expand my next 4 orders at a 10% discount. First, they did not even attempt to uphold their “Buyer Guarantee” when they still had other tickets still available within the same price range and location. Second, I could not even get a manager or anyone to call me back. Third, Rukkus has had over 3 months now. If they really cared about what happened, or wanted to make things right with me, their customer. I would have received a call back form someone at Rukkus and or a letter or e-mail with their claim of offering me the 2 10% off future purchases along with an apology for what happened before I got the Revdex.com involved!!Even with what they claim as an effort to make me happy, which is outside what there policy says or what they feel they owe me. The 4 10% discounts will never make up for missing a concert we really wanted to see or the airline ticket my friend had to cancel because our order was messed up after I purchased them! Now, I would not trust them the see anything or even consider giving them my business ever again. Someone at Rukkus should have addressed this months ago!! I never will never trust Rukkus again, especially after how I was treated! And because they were NOT honest in ANY of their responses about what happened!!! I would advise everyone else do the same!! Do not trust them!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,