Ticket Galaxy

Dear Revdex.com,
Thank you for mediating this matter. 
Unfortunately, our stance has not changed in terms of giving [redacted] a partial or whole refund, for reasons that have been previously mentioned. 
Thank you again,
Doug, Ticket Galaxy

Revdex.com,
Thank you for bringing Ms. [redacted] continued concerns to
our attention.
Again, there is no possibility that an ad for Ticket Galaxy
popped up while on the venue’s website. Ticket Galaxy is not affiliated with
any venue and has never advertised in this manner at any time. The only way for
Ms. [redacted] to have come across the phone number for the website where she
ordered her tickets is through a search for tickets online. The secondary
ticket market does not advertise through venue websites as they are two
entirely different companies and entities.
All of the website's customer service representatives
provide the complete order information to the customer at least twice during
the checkout process—when originally pulling up the checkout page and then
again to confirm all of the customer's information before placing the order. It’s
possible that Ms. [redacted] had heard the total without fully hearing the
service charges and the applicable delivery charge however they were provided to
her and the representative placing the order would have needed Ms. [redacted] permission in order to place the order.
We regret that Ms. [redacted] is dissatisfied with her
purchase, but she was informed of these additional charges and willingly agreed
to them. We hope this fully explains the matter.

Revdex.com,
 
Thank you for bringing this matter to our attention. We take
customer...

service seriously and appreciate the opportunity to respond to Ms. [redacted] concerns.
When Ms. [redacted] completed her order on [redacted] she was required to read and agree to the website's policies. These policies
state:
 All sales are final
Since tickets are a one-of-a-kind item and not replaceable, there are no
refunds, exchanges or cancellations. If an event is postponed or rescheduled,
tickets will be honored for the rescheduled date. New tickets will not need to
be issued. If an event is cancelled without a rescheduled date, USER will need
to contact the FULFILLER for a refund. The FULFILLER may require the USER to
return the supplied tickets at USER's expense before receiving any refund USER
is entitled to due to cancellation. SITE is not responsible for providing or
securing this refund for USER. Any shipping and handling charges are not
refundable. Refunds will be processed in the same currency as the original
order. Conversion charges, including though not exhaustive of the ones issued
by USER'S bank, if any, are not covered by SITE  or FULFILLER. Neither SITE nor the FULFILLER will issue exchanges or refunds
after a purchase has been made or for lost, stolen, damaged or destroyed
tickets. When USER receives tickets, USER should keep them in a safe place.
Please note that direct sunlight or heat may damage tickets.
Ms. [redacted] was required to read and agree to these
policies before her order was complete. Without doing so she would not have
been able to complete her purchase. Ms. [redacted] has contacted our customer
service department as well regarding her lost tickets. We contacted her ticket
supplier to see if they could obtain copies of the tickets, but were not able
to do so. Because tickets are one-of-a-kind items reprints or additional
tickets are very rarely available. For this reason our policies inform all customers
to retain their tickets and that we cannot replace them if they are lost.
Based on these policies we will not be providing Ms. [redacted] with a refund as of this time.

0px; vertical-align: baseline; font-family: inherit; font-size: 11pt; font-style: inherit; font-variant: inherit; font-weight: inherit; font-stretch: inherit; line-height: inherit;">Dear Revdex.com,
Thank you for bringing this matter to our attention. We take customer service very seriously and would like to take the time to address [redacted]' concerns.
When [redacted] placed her order from her computer at the website, [redacted], she was obliged to review her order and accept that website’s terms and conditions before her order was complete. These terms and conditions clearly state:
General[redacted] ("SITE") acts as an intermediary between buyers and ticket sellers ("TICKET SELLERS") to facilitate the purchase and sale of event tickets, and as such is not directly involved in the actual ticket sale transaction between the buyers and TICKET SELLERS. Tickets sold through SITE are from a third party; therefore, the buyer's name will not be printed on the tickets. Please note that the name on the tickets does not affect the buyer's ability to access the event.
The following are the rules or "TERMS" that govern use of the SITE by USER, the USER of the SITE ("USER"). By using or visiting the SITE, USER expressly agrees to be bound by these TERMS and to follow these TERMS and all applicable laws and regulations governing the SITE. ticketsmate.com reserves the right to change these TERMS at any time, effective immediately upon posting on the SITE. If USER violates these TERMS ticketsmae.com may terminate USER's access to the SITE, bar USER from future use of the SITE, cancel USER's ticket order, and/or take appropriate legal action against USER.
Above Face ValueTickets sold through SITE are often obtained through secondary market TICKET SELLERS and are being resold, in many cases, above the price or "face value" listed on the ticket. All ticket prices include additional service charges and handling fees as defined on each order. SITE and its TICKET SELLERS are not directly affiliated with any performer, sports team, or venue; and SITE does not act as a primary sale box office, unless otherwise stated. By agreeing to these TERMS, USER agrees that the purchase price for tickets on their order does not reflect the original purchase price of the ticket and may be either higher or lower than the original purchase price.
All sales are finalSince tickets are a one-of-a-kind item and not replaceable, there are no refunds, exchanges or cancellations. If an event is postponed or rescheduled, tickets will be honored for the rescheduled date. New tickets will not need to be issued. If an event is cancelled without a rescheduled date, USER will need to contact the FULFILLER for a refund. The FULFILLER may require the USER to return the supplied tickets at USER's expense before receiving any refund USER is entitled to due to cancellation. ticketsmate.com is not responsible for providing or securing this refund for USER. Any shipping and handling charges are not refundable. Refunds will be processed in the same currency as the original order. Conversion charges, including though not exhaustive of the ones issued by USER'S bank, if any, are not covered by ticketsmate.com or FULFILLER. Neither ticketsmate.com nor the FULFILLER will issue exchanges or refunds after a purchase has been made or for lost, stolen, damaged or destroyed tickets. When USER receives tickets, USER should keep them in a safe place. Please note that direct sunlight or heat may damage tickets.
Ticket AvailabilitySITE cannot guarantee ticket availability until USER is in possession of their tickets. Generally, all ticket listings on SITE are a unique set of tickets from an individual TICKET SELLER. Some ticket listings on SITE may only be representations of available tickets and not actual seat locations or currently available tickets.
Occasionally tickets ordered may no longer be available at the price or in the quantity originally ordered at the time the order is received. If equivalent or better seat locations are available at the same price, the TICKET SELLER will fill the order with the alternative seat locations. If no alternates are available, either the USER's credit card will not be charged at all or the entire amount will be refunded, and USER will be notified that the ticket request has been rejected.
The website terms and conditions were available to [redacted] as a scroll box during the checkout process and as a link on each page of the site. If [redacted] did not click on the “yes” button on the checkout page that states “I agree to the Terms & Conditions,” the software would have removed her from the checkout page and she would not have been able to go on to complete her order. Also, the total price, including service fees and delivery charges, was given to her before she gave his credit card information and completed her order. [redacted] chose to comply with the price and the terms before sending her final order for processing.
At no time before placing her order did [redacted] contact our Customer Service Department with any questions or for any clarification of the pricing or terms and conditions. If she was unsure about the order she was placing, she was free to call the Customer Service Department at the readily available number or to comparison shop at other sites before finalizing her order.
When we realized that we would be unable to fulfill the request in the area specified, we contacted the customer to offer alternates at a discount. The representative noted that the customer had accepted the alternates at a $60 total refund, not per ticket. When [redacted] contacted our Customer Service Team, she was told that the refund was not per ticket, but the total amount as well. She then demanded a supervisor, who reiterated the same thing, as is noted by all of our calls. 
As of July 20th, the tickets have been delivered and accepted by the customer, through delivery of [redacted]. Because the customer accepted the alternates at a discount, we are unable to further discount the tickets at this point.
There is no refund due.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
The way they have their seating chart set up on their [redacted] page for the [redacted] Civic shows balcony section p highlighted (close to stage) the floor seats hiGhlighted and balcony section g ( far from stage ) highlighted. I selected section p and was sold tickets way back in section j ,which was not highlighted as a choice. The way they have it setup is very deceiving. Select a good seat and receive a way back crappy seat. Not happy at all.

Complaint: [redacted]
I am rejecting this response because : Ticket Galaxy and their practices are  unheard of in the business community. If a customer is not satisfied with the price or the product, then they should be given a refund. If the customer is unhappy for any reason, then the business owner should go above and beyond to maintain integrity and honor. Ticket Galaxy is making no effort what so ever and does not seem to care. Ticket Galaxy has been unfair.
Sincerely,
[redacted]

Dear Revdex.com,
 
Thank you for bringing [redacted] concerns to our
attention. We are happy to clarify the concerns of [redacted] as we take
matters of delivery very seriously....


 
On 2/27 [redacted] placed an order for a single ticket for a
concert on 7/23 from the website [redacted], which is a website not
owned or operated by Ticket Galaxy. When [redacted] placed, the order, she was
made aware that the tickets will be ready for delivery by July 19, 2016,
which was made evident by the seller’s notes on the listing, as well on her
receipt. The reason for this is that often the tickets are not readily
available for shipment until closer to the event date, due to a venue printing delay. On 3/18, the tickets
were made available to us for shipment, and the tickets were printed with her
invoice, packaged and sent out on Fedex tracking number 78[redacted]8, and
delivered on 3/23. On 3/25, customer received a post-shipment survey from
[redacted], and replied “It was a paper confirmationand it said this
is not your ticket”. What the customer received is a printed ticket and her
invoice, which states the following:
 
“READ THIS NOW: This invoice is not your ticket. Do not lose
your tickets, as we may not be able to replace them. The name appearing on the
tickets is the original purchaser. Tickets are transferrable and these are now
your tickets. All sales are final. There are no refunds, exchanges, or
cancellations.”
 
This is on every one of our invoices that we send to our
customers in a Fedex package. Behind the invoice was [redacted]’s ticket,
printed on 8.5 x 11 paper. As such, the customer did in fact receive her ticket,
but may have been unaware that she did, which is absolutely understandable and
why we have customer support staff.
 
On 7/9, [redacted] contacted [redacted] call center
for questions on delivery and she was referred to Ticket Galaxy for any follow
up questions, which she did not do.
 
On 7/21, [redacted] contacted [redacted] call center
yet again, this time asking for a refund as she did not receive her ticket yet.
She was advised that she agreed to an all sales final policy, and that no
refund would be given, and referred to Ticket Galaxy again for follow up
questions, which she took advantage of. When she spoke to our customer support
staff, the conversation went as follows, per the notes “customer called in
regards to delivery. explained was delivered back in march, sheet that said
"this is not your ticket" was invoice, tickets were the other
8.5/11" sheets of paper with the barcodes and seating info. apologized if
those had maybe been misplaced or overlooked, emailed tickets directly to email
address on file as PDF and advised customer to print tickets before show. customer
became very upset and started demanding a refund because "her printer
doesn’t work" explained she could always forward to a friend with a
printer, or go to a Fedex, library, or Staples and print. customer still
demanded she wants a refund because she "doesn’t want to deal with the
hassle" explained ASF per T&P and tickets have been delivered multiple
times.”
 
As Ticket Galaxy had fulfilled the order as promised, there
is no refund due.
 
Thank you for mediating this matter for us,
 
Doug, Ticket Galaxy

Dear Revdex.com,
 
Thank you for bringing [redacted] concerns to our
attention. We take matters like these very seriously.
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This was simply a pricing error. This is not the same as
moving a couch onto a truck then demanding more money. In this case, the couch
was never in the truck; our customers had never received the tickets. This was
caught as the orders were placed, and the customers were contacted. By no means
did we attempt to pressure our customers into paying more for the tickets. We
absolutely understand the difference between $5 and $50 for tickets is quite a
jump. As such, anyone who didn’t want to pay the extra amount was refunded in
full, and the order cancelled.
 
Additionally, when [redacted] placed her order, she had to
select that she has read and agreed to the terms and policies on our website.
The specific language in our terms and policies is as follows:
 
Pricing All prices are in United States Dollars (USD) unless otherwise
specifically stated. SITE cannot confirm the price of an item until after an
order is completed by USER. Despite SITE'S best efforts, a small number of the
items listed on the SITE may be priced incorrectly. If SITE discovers an item's
correct price is higher than the stated price, SITE will either complete the
order at the original price, contact USER to inform them of different price
with an option to purchase, or cancel USER'S order and notify USER of such
cancellation.
 
Because [redacted] accepted these terms and policies, and we
have acted in accordance to the agreed practices, we are unable to offer any
further assistance in this order, as [redacted]’s refund has already been
processed.
 
Thank you for mediating,
 
Doug, Ticket Galaxy

Hello Revdex.com,
We regret that [redacted] has rejected our response.
The representative that spoke with Ms[redacted] works for [redacted], which is a website not owned or operated by
us. As such, it would seem that Ms. [redacted] problem is with how she was told
about the remaining inventory on the secondary market. While being placed over
the phone, the order is still bound by the terms and policies that are dictated
on [redacted], which state:
Above Face Value Tickets sold through SITE are often
obtained through secondary market TICKET SELLERS and are being resold, in many
cases, above the price or "face value" listed on the ticket. All
ticket prices include additional service charges and handling fees as defined
on each order. SITE and its TICKET SELLERS are not directly affiliated with any
performer, sports team, or venue; and SITE does not act as a primary sale box
office, unless otherwise stated. By agreeing to these TERMS, USER agrees that
the purchase price for tickets on their order does not reflect the original
purchase price of the ticket and may be either higher or lower than the
original purchase price.
Ticket Availability SITE cannot guarantee ticket availability
until USER is in possession of their tickets. Generally, all ticket listings on
SITE are a unique set of tickets from an individual TICKET SELLER. Some ticket
listings on SITE may only be representations of available tickets and not
actual seat locations or currently available tickets. Occasionally tickets
ordered may no longer be available at the price or in the quantity originally
ordered at the time the order is received.
Because of this, there is still no refund due. 
Thank you for mediating the matter,
Doug, Ticket Galaxy

Dear Revdex.com,
Thank you for continuing to mediate this matter. 
As mentioned previously, we are unable to offer a refund for this order at this time. We do not offer price matching and the price that is agreed upon when ordering the tickets is the price that is charged and is non-negotiable after the order is finalized.
Thank you again,
Doug, Ticket Galaxy

I purchased my [redacted] tickets within an hour of being released through Ticket Galaxy. But then 2 days before the concert, they emailed me asking me to contact them about my tickets. After several calls with no answer, I emailed them again to call me. Problem they tell me is "their supplier over sold & can't provide me with tickets" I find this out the DAY BEFORE a completely SOLD OUT Concert. No chance of getting any tickets anywhere. They complete ruined my Aunts 50th Birthday Celebration!! NEVER DO BUSINESS WITH THIS COMPANY THEY CAN'T PROVIDE THE PRODUCT THEY ARE SELLING!!

Dear Revdex.com - 
Thanks again for your help in mediating this matter.  We regret that Mr. [redacted] has rejected our response.
It was never my intention to be sarcastic in response to Mr. [redacted]'s complaint.  I only sough to explain the process by which he authorized us to charge his credit card, a process that conforms to e-commerce standards.
If Mr. [redacted] does not receive his tickets, he may claim his refund in compliance with the guarantee that stands behind each of our transactions.  We certainly will, and do, refund customers in such circumstances.
Finally, no one in our company is a succubus, as those are fictional, mythical creatures.  I respectfully request that the Revdex.com remove Mr. [redacted]'s complaint and rejection from its website due to the defamatory and indecent nature of his comments.  We understand that customers may have an emotional reaction to a perceived wrong, but that does not justify the implications inherent in Mr. [redacted]'s language.
Please address this issue promptly.
Thanks,
Dan
Ticket Galaxy

Dear Revdex.com,
Thank you again for mediating this matter.  I regret that Mr. [redacted] has rejected my prior response.
Mr. [redacted] did not purchase or select seating from [redacted].  Ticket Galaxy is not affiliated with [redacted], though we maintain a [redacted] page where fans can find great discounts for their next game or show:  [redacted]  Please visit and like us!
The site on which Mr. [redacted] purchased tickets listed the seating selection he chose as "Section: Balcony, Row: 1-10" and colored the selection in red under a red banner reading "Ticket choices we couldn't locate accurately on the map."  No seating section is highlighted when one clicks on this selection.
After selecting the red Balcony selection, Mr. [redacted] would have gone to a checkout page, on which his seating selection - "Section:  Balcony, Row: 1-10" - was restarted, together with the terms and conditions governing the transaction.  These terms and conditions stipulate that "All sales are final."  There Mr. [redacted] completed the transaction, agreeing to the terms and conditions.
Mr. [redacted] selected seating within the balcony and received seating in the balcony.  
I sincerely hope Mr. [redacted] enjoys the concert.
Thanks,
Dan
Ticket Galaxy