Ticket Fulfillment Services LP

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me A complete refund was received on the credit cardI would like to note that FL Statute does apply here because the event tickets were issued by a charitable organization, Ruth Eckerd Hall
Regards,
*** ***

Like the previous posts before mine, I ordered tickets unknowingly from the third party vendor, Ticket Fulfillment Services, also doing business as Box Office TicketsMy granddaughter texted me and asked that I buy tickets for an eventI was not at home close to my computer so I used my iPhone and googled the venueI clicked on buy tickets and somehow got the third party vendor instead of Ticketmaster This particular website offered insurance for refunds so I bought that, too When I realized I had been scammed, I contacted the insurance and was asked why I wanted a refundTongue in cheek, I said, "Somebody is going to be sick that night." He went over the terms of the policy, and of course, the insurance will probably be of no helpI am still trying to figure out how the 3rd party vendor was able to access the venue website and divert to their siteI bought tickets from Ticket Fulfillment Services for $Through Ticketmaster tickets for same seats are $ Is there no recourse available?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI did NOT at any time see any "warnings" that these tickets were higher than face value. The entire time I thought I was on www.ticketmaster.com website. I never knew I was rerouted to an additional website. this is fraud. any messages that popped up, I thought I was agreeing to TICKETMASTER'S ticket policy, I never even knew anything about Ticket Fulfillment Services until they sent me an email with their no refunds cancellation policy. this is fraud. I did NOT authorize to purchase anything from Ticket Fulfillment Services, only Ticketmaster and would like a refund.
Regards,

We used your service to purchase tickets to the Hippodrome. The tickets we selected and paid for were not the ones you sent us. Because of this a 90 year old lady had to sit crammed into the center row seat instead of the row end seat we thought we had purchased. Never again.

I found using this company to be frustrating and worrisome...but after a phone call to the "sales dept." and my insistence that I speak with someone "live," the tickets were emailed to me within minutes (the venue was the next day). The tickets were real enough...we found our seats and all was well. The price was steep...but the box office seats were steep as well.

TICKET FULFILLMENT SERVICES CONNED ME INTO A 200% SERVICE CHARGE! I purchased 4 tickets to Rocky Horror Picture Show. I do a lot of online purchasing and used PayPal for added security. I thought I was purchasing the tickets on the official Stratford Festival site but unknowingly was diverted to Ticket Fulfillment Services. I learned from Stratford Festival that 3rd party sellers, some unscrupulous ones like Ticket Fulfillment Services, buy advertising on official sites. It is easy to click on an image and be taken to a 3rd party site as the images and graphics - even the seating plans - are identical. The cost of tickets is inflated to mask 'service charges'. In addition, it was not obvious that prices were in US dollars. The total for the transaction was $1,128.23. I thought I was buying 4 amazing $250 tickets for a family birthday celebration. As it turns out, the face value of each of my tickets is only $127.35 CAD with an additional $1003.96 CAD in service charges! When I called Ticket Fulfillment Services to complain, they made it clear that their hands were clean. I was told that 'service charges' are set by the seller over which Ticket Fulfillment Services has no control and that there are no refunds. I was also told that all of this information is displayed - in very tiny print in an obsure location - on the summary page. For this reason, a dispute submitted through Paypal could not be resolved in my favour. I was legally duped. The only advice I received was to sell the tickets to someone else and pass the fraud along to them. I have since sent Ticket Fulfillment Services many e-mails and I have tried to call several times to speak with a customer service manager to discuss options to address the fact that we are $1,000 out of pocket in what seems to be a legal but deceitful transaction. I think the order and/or phone number are now flagged as e-mails are not returned and it's impossible to talk to a live agent despite waiting up to 30 minutes on the phone for the 'next available agent'. The money I wanted to spend on my family instead ended up with me paying a stranger $1,000. It's no different than someone breaking into my house and stealing from me. I WOULD STAY AWAY FROM ANYTHING RELATED TO TICKET FULFILLMENT SERVICES. THE ONLY REASON THERE IS ONE STAR IS BECAUSE I COULD NOT SUBMIT THIS REVIEW WITHOUT AT LEAST ONE.

If you want to get screwed, this is the one. Sold us online tickets to a local show for $270 and theater said they were not valid and would not permit admission, which was before they were sent. We bought more at the theater and had 4 tickets for $500. NO REFUND: IT'S IN THE SMALL PRINT.

Never bought tickets online before and never will again. Avoid this and othe outfits.

Thank you for reaching out to us regarding this matter. At Ticket Fulfillment Services, we value...

our customers and appreciate this opportunity to address Ms. [redacted]'s concerns. In reference to her claim that she never received the tickets or Order Summary email, it must be noted that this is inaccurate. The delivery method chosen by Ms. [redacted] at checkout was "Electronic-Instant Download" and, accordingly, the tickets and Order Summary were sent to her email address moments after the order was submitted. Ms. [redacted]'s order was placed at 9:02AM CST on 7/20/16, and our company does have documentation proving that the email containing the tickets was sent on 9:03AM CST on the same date.
Ticket Fulfillment Services operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and all correspondence. We were not made aware that Ms. [redacted] had experienced any difficulty in locating the email containing the tickets until receiving this complaint. We have since reached out to Ms. [redacted] and re-sent the tickets, and she has since downloaded them. We encourage Ms. [redacted] to utilize our customer service team if she has any additional concerns; as it currently stands, we consider this matter closed.
Regards,
Ticket Fulfillment Services

Thank you for your response regarding Ms. [redacted]' concerns. Ticket Fulfillment Services maintains that our checkout process--throughout which all prices, fees, other details, and the total for Ms. [redacted]' order were shown--was sufficient opportunity for Ms. [redacted] to review this information. After being provided with this information, Mr. [redacted] proceeded to enter her payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and submitted her order.
In reference to her claim that she purchased tickets from a web address of www.bassconcerthallaustin.com, it must be noted that this is not a valid url. As part of our effort to remain transparent with our customers, the following message was shown to Ms. [redacted] in large print before she selected the tickets she was interested in: "We are a resale marketplace, not the Bass Concert Hall box office or venue. Ticket prices may exceed face value. This site is not owned by, operated by, or affiliated with Bass Concert Hall." After being shown this message, Ms. [redacted] proceeded to select tickets and continued to our checkout page. Once on the checkout page, the following message was shown prior to Ms. [redacted] entering any payment information: "We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue."
Ticket Fulfillment Service maintains that Ms. [redacted] is not due to receive a refund for this order, per the terms and conditions to which she agreed prior to checkout. As part of our effort to assist Ms. [redacted] outside of what is required by the agreed-to terms, we reached out to Ms. [redacted] and provided a courtesy resolution to this matter. If Ms. [redacted] has any additional questions or concerns, she is welcome to reach out to our customer service department. As it stands, this matter has been resolved.
Regards,
Ticket Fulfillment Services

Thank you for reaching out to us and bringing this matter to our attention. We take the customer experience...

seriously here at Ticket Fulfillment Services and would like to take the time to address Ms. [redacted]’s concerns. It should be noted that Ticket Fulfillment Services is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers.
When Ms. [redacted] selected tickets and was taken to our checkout page, they were directed to review their itemized order breakdown, which clearly displayed the event, event date, event location, all fees, the price per ticket, and the total price in bolded text. Ms. [redacted] was then directed to review our terms and conditions—visible in a text box below this order total—and presented with the bolded message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkout. After checking the box and clicking “Review Order” they are taken to the checkout page which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge.
Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.
It should be noted that in addition to this current claim, Ms. [redacted] has also filed a dispute with their credit card company regarding this order, which we have already addressed. Their dispute was ultimately ruled in our favor. Any other issues regarding the outcome of this dispute should be handled directly by the bank they filed the dispute with. 
While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed.                                    �...⇄ /> Regards,
Ticket Fulfillment Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
While I agree that some of the statements made by Ticket Fulfillment Services are factual, I completely disagree with their statement that the checkout page contained an "itemized breakdown . . . displayed the price per ticket, all fees, and the total price in bold text." Had that, in fact, been the case, I would not have had a need to file a complaint because I would not have completed the transaction! There was also NOT a "more in-depth summary" displaying the fees and total charges. The only times charges were shown was at the ticket selection screen (in this case $74) and in very fine print on the final page. I maintain that this is a deceptive business practice! Had the final price been $74, I would have had no complaint as that was the only price (fee) that had previously been displayed.
 
As to the claim that they "have reached out to me several times", I received two voicemail messages which I attempted to return.  However, the number that I was given, [redacted], disconnected my call after making the determination that my call was not regarding an event to be held in the next 48 hours. There was an option to enter a direct extension, but the messages left only provided the toll free number and did not give a direct extension. This leads me to believe that they did not truly want to reach me to resolve the matter. Should they care to contact me again, and leave an extension number where I can speak to a member of management, I would be happy to discuss the matter with them.
Regards,

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information. Our customer placed their order on 4/21/2017. At the time of placing their order, they were notified that “All sales are final” and were required to agree to the sales terms and conditions and proceeded to place their order. As the site is user-driven, no order can be placed without the customer having agreed to this. Due to the nature of our business on the secondary marketplace, TFS and the site are not affiliated with any artist or venue and do not own inventory; instead, the site acts as an intermediary between customers and sellers. All prices listed on our site are done so by the individual seller, not the site, based on their personal assessments regarding a range of factors including customer demand. This fact is stated throughout the checkout process with the notation on the top of every ticket listing page, “Prices set by sellers, may be over face-value. [The site is] not owned by any venue.” Since customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer contacted us on 5/5/2017 stating that they would no longer be able to attend their event. At this time, we offered a courtesy resolution to recover the cost by reselling the tickets on the secondary market. Our customer accepted this and their valid tickets were delivered on 5/16/2017. We discussed this matter further with our customer on 5/31/2017 prior to their event on 6/28/2017 resulting in sufficient time to list and sell their tickets.Our customer’s order was filed correctly, they agreed to the “all sales are final” policy, and they received their valid tickets prior to their event, which has since passed, with ample time to resell. As we have fully adhered to the sales terms and conditions, we consider this matter closed. Any additional concerns our customer may have can be directed to our customer service department.Regards,Ticket Fulfillment Services

PADDING-RIGHT: 0px'>Thank you for reaching out to us and bringing this matter to our attention. At Ticket Fulfillment Services, we value our customers and would like to take the time to address Mr. [redacted]’s concerns. It should be noted that Ticket Fulfillment Services is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers.
 
With regards to Mr. [redacted]’s claim that the Estimated Ship Date, service fee, and order total was not shown until after payment was made, it should be noted as inaccurate. Prior to Mr. [redacted] selecting his tickets, the Estimated Ship Date was disclosed to him on the ticket listing page for the specific tickets he chose as “Estimated Ship Date: 10/3.” On the top of this page it also states “Tickets not guaranteed to ship immediately. A service fee is added to ticket orders at checkout. This site is not affiliated with any venue. Tickets may be above face value.”  After selecting tickets he navigated to our checkout page he was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. No order can be placed without the customer agreeing to our terms and conditions—visible in a text box—and presented with the bold message “All sales are final.”
 
In reference to Mr. [redacted]’s concern regarding a different name being on the tickets he received, it should be noted that this is standard practice throughout the industry. The name simply being information from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events.
 
As Mr. [redacted] mentioned, in addition to this current claim, Mr. [redacted] has filed a dispute with his financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter. We encourage Mr. [redacted] to contact his financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed.
 
Regards,
 
Ticket Fulfillment Services

Thank you for reaching out to us regarding this matter. At Ticket Fulfillment Services, we value...

our customers and appreciate the opportunity to address Ms. [redacted]' concerns. It should be noted that Ticket Fulfillment Services is an online resale marketplace, which means that we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. Directly on our homepage, as well as in the About Us and Our Guarantee pages on our website, the following statement is presented: "We are a resale marketplace. This site is not owned by any venue. Ticket Prices may exceed face value."
With regard to Ms. [redacted]' claim about a different name being on the tickets she received, it should be noted that this is a common occurrence. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and therefore display the name of the original purchaser. This is standard practice throughout the industry, the name simply being information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events.
In reference to Ms. [redacted]' issue regarding the "face value" of the tickets she purchased, it should be noted that Ticket Fulfillment Services is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not by Ticket Fulfillment Services. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to a bold-text message displayed at checkout, which states: “Please Note: We are an independent resale marketplace. Ticket prices may exceed face value. We are not owned by any venue."
It should be noted that the event in question occurred in January of this year. In addition to this current claim, Ms. [redacted] filed a dispute with her financial institution in January, regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. When she contacted our customer service team, our agent offered to provide a resolution to this matter; however, Ms. [redacted] declined this resolution. Ms. [redacted]' valid, authentic tickets were sent to her by email moments after she made the purchase on 12/28/15, and she subsequently downloaded them. As such, Ticket Fulfillment Services has fulled adhered to our terms and conditions and upheld our 100% Money Back Guarantee. If Ms. [redacted] has any further questions regarding this matter, we encourage her to reach out to a member of our customer service team. At this time, we consider this matter resolved.
Regards,
Ticket Fulfillment Services

Thank you for contacting us regarding this matter. We appreciate the chance to address our customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate...

tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.Although Ms. [redacted] has filed this claim, our records show that this order was placed by Ms. [redacted]. Once an event is selected, customers navigate to the ticket listing page, the top of this page states, “A service fee is added to ticket orders at checkout. This site not affiliated with any venue. Tickets may be above face value.” This information is reiterated throughout the checkout process. Prior to submitting the order, Ms. [redacted] navigated to the checkout page. This checkout page displayed a complete breakdown of her order with her order total of $507.50 in bold text prior to entering any payment information. Below this total our customers are displayed the message, “Please note: We are an independent resale marketplace. Ticket prices may exceed face value. Prices in USD.” Customers are then presented with our terms and conditions, including a bold message which clarifies, “All sales are final. All prices are listed in US Dollars (USD).” Our customer was then required to select a check box signifying their agreement to these terms. Directly above the "Place Order" button, the order total was reiterated in bold text stating, "By clicking 'Place Order,' your PayPal will be charged $507.50 which includes ticket, service, and delivery fees" at which time our customer proceeded to place their order.Due to the nature of our business on the secondary marketplace, Tickets-Center is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on our site are done so by the individual seller, not Tickets-Center, based on their personal assessments regarding a range of factors including customer demand. Since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.This order was placed by our customer on 5/27/2017 and their valid tickets were immediately delivered. We discussed this matter with our customer on 7/14/2017 when they initially contacted us. Soon after we received a financial dispute from our customer’s financial institution. We are unable to provide a resolution to this matter while this dispute remains open due to the nature of the dispute process; however, contingent upon the dispute results, we would like to offer a courtesy resolution. For the time being, while the dispute remains open, we encourage our customer to contact the institution with which the dispute was filed in relation to any questions they may have. As it currently stands, we consider this matter closed.Regards,Ticket Fulfillment Services

Thank you for reaching out to us regarding this matter. At Ticket Fulfillment Services, we value our customers and would like to take the time to address Mr. [redacted]’s concerns. Mr. [redacted] has stated that he believed he was purchasing through the website of the venue, or of the event itself. However, it should be noted that our web address and branding are intentionally different from those of any other site. Ticket Fulfillment Services is an online resale marketplace, which means that we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. Directly across the top of our website homepage it states, "We display secondary market tickets. Not affiliated with any box office or official website." Before Mr. [redacted] selected the tickets he was interested in, the following message was displayed prominently on the ticket listing

Thank you for contacting us regarding this matter. At Ticket Fulfillment Services, we value our...

customers and appreciate the opportunity to address Ms. [redacted]' concerns. It should be noted that Ticket Fulfillment Services is an online resale marketplace, which means that we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplace, not a box office or venue. Ticket prices may exceed face value. This site is not owned by any venue or box office.”
Because customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industry. This policy is disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”
Regarding Ms. [redacted]' claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected her tickets, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of her tickets, delivery and service fees, and the total charge.
Due to the transparent nature of our checkout process, Ticket Fulfillment Services maintains that Ms. [redacted] was not misled regarding any aspect of her ticket order. We have fully adhered to the agreed-to terms and conditions, and have upheld our 100% Money Back Guarantee. Additionally, we have reached out to Ms. [redacted] several times in an attempt to offer a resolution to this matter, but have been unable to reach her by phone. If Ms. [redacted] has any further questions regarding this order, we encourage her to reach out to our customer service team. At this time, we consider this matter closed.
Regards,
Ticket Fulfillment Services

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. 
Regards,

sans-serif, "Helvetica Neue", Helvetica, Arial, sans-serif; font-weight: inherit; font-style: inherit; border: 1pt none windowtext;">Thank you for reaching out to us and bringing this matter to our attention. Ticket Fulfillment Services processes orders and provides customer service for a variety of online ticket marketplaces, and is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means we do not own tickets—instead, we facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.
 
Ms. [redacted] stated that her order total was not shown prior to checkout; this should be noted as inaccurate. When Ms. [redacted] selected tickets and navigated to the checkout page, she was directed to review her itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price of $250.02 in bold text. Ms. [redacted] was required to agree to the terms and conditions, including our “all sales are final” policy. At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions. I have reviewed the Order Summary above,” and checked a box signifying her agreement.
 
Since customers are purchasing tickets owned and listed by individual resellers, we must ensure that the policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. If Ms. [redacted] has any additional questions or concerns regarding her order, we encourage her to contact a member of our customer service team. As she purchased tickets on 10/24 and received them promptly after ordering, we consider this matter closed.
 
Regards,
 
Ticket Fulfillment Services

"Helvetica Neue", Helvetica, Arial, sans-serif; font-weight: inherit; font-style: inherit; border: 0px windowtext;">Thank you for bringing this matter to our attention. Ticket Fulfillment Services processes orders and provides customer service for a variety of online ticket marketplaces, and is not affiliated with any artist or venue and does not generate tickets as a primary box office. Mr. [redacted] has stated that we present ourselves as the Amalie Arena; this should be noted as inaccurate. Our branding is intentionally different from those of any other site. Directly on our website it states, “We are a resale marketplace, not the Amalie Arena box office or venue. Ticket prices may exceed face value. This site is not owned by, operated by, or affiliated with Amalie Arena.”
 
Though Mr. [redacted] has filed this complaint, the order itself was placed by Ms. [redacted]. As such, when Ms. [redacted] selected tickets and navigated to our checkout page she was prompted to select a delivery method. Once a delivery method is chosen, the order total adjusts according to the method selected. She was directed to review her itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price of $313.97 in bold text prior to entering any payment information. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box—and presented with the message in bold “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD)” in bold text.
 
As a secondary marketplace, since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. We have discussed this matter thoroughly with Mr. [redacted] when he contacted us on 10/18. As Ms. [redacted] placed the order agreeing to the order total presented, we consider this matter closed.
 
Regards,
 
Ticket Fulfillment Services