Ticketfly

Initial Business Response /* (1000, 5, 2015/10/15) */
We did receive this customer's complaint by phone, and a supervisor did speak with the customer regarding this
The first issue of the customer being unable to pull up his ticket is not something that Ticketfly is responsible forWe sent the
ticket to the email address provided, and it is the customer's responsibility to ensure they present a valid ticket at the eventTherefore we cannot issue a refund for the customer's reception issues
With regards the issues that the customer had about the show itself, we would clarify at this point that Ticketfly does not put on or run any events - we simply provide a platform through which event organizers / venues can sell tickets and managed their eventAny complaints or requests of this nature are generally forwarded to the event organizers for reviewWe listened to the customer, and agreed to forward his comments and requestWe did not receive an approval to refund, and do not have authority to override this decision
We wish we could help further, but we cannot contravene our client's wishes

Initial Business Response /* (1000, 5, 2015/10/26) */
When purchasing a ticket, customers have an option to select a delivery method, and the cost of each method is displayed on screenAll costs and fees involved in the purchase, including delivery fees and service fees, are then displayed in the
customer's cart before a customer is required to enter any payment information
If a customer does not wish to pay the fees associated with a particular purchase or delivery method, they may choose to not complete the purchase
We do not provide fee breakdowns, however as we do not collect any of the ticket face value, we use the fee to pay for hardware, employees, training and so onBasically, the fee is what keeps us runningIf a customer wishes to avoid paying the service fees for future purchases, they may contact the venue or promoter of the event to see if they offer tickets directly
Shipping fees, where charged, pay for the fulfilling and shipping of the orderIf a customer does not wish to pay shipping fees, most events will have alternate delivery methods that have no additional delivery feeThe customer may choose whichever of the the available delivery methods they wish
Regarding the timeframe for delivery of tickets, we advise customers to contact us within days of the event should tickets not arriveWhile we generally ship most tickets so that they arrive well in advance, any expectation for tickets to arrive immediately is not set by Ticketfly
This customer selected Standard Mail shipping at a cost of $2.50, and agreed to make the purchase with a service fee of $9.08, and so we have not acted unethically in any way, nor have we attempted to exploit customersIn addition, we guarantee entry to an event, and have provided the tickets, in advance of the event, that allow this customer to attendTherefore we have provided the service the customer paid for at the price quoted to and agreed to by the customer and do not feel there are any grounds for complaint

This particular order has since been refunded to the original form of purchase on 5/24/A credit should appear on the customer's bank statement in 5-business days from date of refundThe customer can opt to repurchase for the correct showThank you!

Complaint: ***I am rejecting this response because:You guys can do better and I know you can afford to make this wrong a right!Sincerely,*** ***

The specific ticket type the customer purchased is will call onlyThe ticket type detail posted on the purchase page states: "Tickets and porch passes must be picked up at VIP Will Call"However, all non-VIP tickets for this event are available as Print at HomeThis is the reason why the customer
saw Print at Home tickets available on Stub Hub.We have provided a simple option for the customer to transfer his tickets to someone elseThe third party Will Call policy we advised was given to us by the venue directly and will allow whoever has a copy of the confirmation email in hand to pick up the tickets at Will CallAdditionally, the venue has reached out to the customer directly regarding their Will Call policy

Ticketfly acts as the software platform provider for this eventThe event organizers use an external payment processorThe monies collected for this event is NOT held with Ticketfly and therefore cannot be refundedAdditionally, refunds are only granted if the event is cancelled or postponedRefund is denied

Initial Business Response /* (1000, 5, 2015/10/05) */
During the period in question, a huge influx of emails and phone calls meant a much longer turnaround time than for responses
While normally we do not offer refunds, as stated in our most recent email to this customer, we noted that
our response to her first email was delayed and so we refunded a single ticket as per the customer's original requestAt the time of the refund, we did not see any additional correspondence from the customer to indicate that she no longer wanted a refund on the ticket, and so we granted her request
Though our first email response was delayed, subsequent responses will be responded to much more quickly since we can see a dialogue has begunIn addition, on her new email thread, the customer marked her email as "urgent" and stated the show was that day, which automatically gives her email priorityThis is why the customer received a quicker answer from us after our first response
We apologize for the delay in responding to the customer's first email, however since we did not receive further correspondence from the customer to advise a refund was no longer required, we feel the action we took was appropriate and correct

As stated in Ticketfly Purchase Terms and Conditions “Opening acts or guests may sometimes tour with headlining performersTicketfly is not always made aware of opening acts or the length of their performancesThese opening acts are subject to change or cancellation at any time without
noticeNo refund will be owed if an opening act is changed or canceled”These purchase conditions are presented and must be agreed to prior to purchaseUnfortunately, refund is denied

Complaint: ***I am rejecting this response because: It has been made perfectly clear the alleged
refund of 3/never reached meMy payment was by credit card to ticket flyRather than refund the card, ticketfly takes the position it is now the organizer who must refund, and apparently, simply allegedly mailing a check is the end of itI have not received the check and ticketfly has been told this many timesstop payment should be issued and a new check cutI still do not have my moneySincerely,*** ***

Hello! From time to time we may experience some technical difficulties with our purchase pageWe sincerely apologize for the inconvenience if the desired seats were not availableAs soon as an event goes on sale customers are allowed to place tickets in their shopping cartsFor this reason, it is
possible for all the available tickets to be carted within seconds of an event going on saleThis often happens when tickets go on sale for a particularly popular artistWhile there may have been an error carting and purchasing tickets for some customers; those tickets may have been released into the available pool and carted immediately after

Initial Business Response /* (1000, 7, 2015/10/08) */
There was some initial confusion regarding which organization was putting on the event (Cinespia often run movie events at this location, however this particular screening was arranged by Hollywood Forever), and the customer was advised to
contact Cinespia directly since they handle their own refund requests
It later came to light that this particular screening was not put on by Cinespia, and so on September we emailed the customer back as follows:
"Hello ***,
There was some confusion over who was putting on this event, since Cinespia do put on many movies at the Hollywood Forever Cemetery, however this movie does not appear to have been a Cinespia eventWe apologize that you were referred to contact the wrong party
Since all sales are final, and the contents of your shopping cart are displayed throughout the purchase, we are not able to offer a refund, however you may try reaching out to the folks at Hollywood Forever if you wish
Best"
This response stands - customers are responsible for the purchases they make on our site, and for checking that the contents of their cart are correct before completing the purchase, since the terms we have customers agree to clearly state that all sales are final
We apologize to the customer for the initial misinformation on who to contact, however since all sales are final across the board, and there is no evidence of any Ticketfly error that caused the extra tickets to appear, we cannot offer a refund
Initial Consumer Rebuttal /* (3000, 9, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I work in retail and if a customer has paid for either merchandise or services and for whatever reason the customer is unsatisfied and or would like a refund or exchange, as a consumer, they should be allowed to do soThe business, if in case would like to retain the business of their clientele, they should do everything in their power to ensure the satisfaction of their customersThis is not the case in this situationI was involved in a finger pointing game of who to reach out to in regards to this matter and I find that Ticketfly has behaved deplorably throughout the situation and I will never have anything to do with them againIf this is the way they conduct their business, then I want no part of itIt's nice of them to pocket my money when obviously something went wrong with the transaction and they are unwilling to budgeThis is not good businessI am not trying to gain anything other than the overage for the tickets that I paid forAs I mentioned there were people in my party, I also paid for parking at the venueI was changed for tickets and parkingIf Ticketfly wanted to keep their clientele satisfied and encourage them to attend another event, they could at least offer discount tickets or reimbursing the parking feeAt this point it has become ridiculous that a business would behave this wayWhat an awful and deplorable way to do businessI'm apalled and it is sickening
Final Business Response /* (4000, 11, 2015/10/20) */
We feel our response is well explained, and the purchase of additional tickets is customer errorSince the customer agreed to the all sales are final policy, there is no requirement for us to refund the ticketsWe have, however, as a courtesy to the customer and gesture of goodwill, refunded of the tickets (face value plus fees) in the sum of $This refund has been processed to the account used to place the order, and should credit within business daysThis goodwill gesture is in no way an acknowledgement of wrongdoing or admission of any error on our part
Final Consumer Response /* (2000, 13, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand that Ticketfly stands behind their response and I do appreciate their gestureHowever, businesses that deal with their customers in the manner that they have dealt with me in this case should review their policies and re-think about how they come off to the consumerTo me, this whole situation started out as a fun thing to doI had my boss in town and wanted to take him out to an fun Event and how things turned out have left a bad taste in my mouthYes, perhaps, the policy of final sale may have been at my discretion but, also please consider that using a website when purchasing tickets can also be at faultI initially chose tickets and forgot to add parking, so I went back and selected parking and somehow more tickets were added to my total purchaseMy mistake for not double checking the total but at the same time, I should not have had to report the incident to the Revdex.com to step in and assist me with a rather staunch, unresponsive and disrespectful company such as TicketflyKnow that I will never have any further dealings with Ticketfly in the future, nor will I recommend anybody I know to partake in their services

Customer was advised that tickets were transferable as long as the 3rd party picking up the tickets from will call was provided with a note from the original purchaser, a copy of the purchaser’s Identification, and a copy of their credit card only showing the last digitsRefund is denied

Hello , To Ticket Fly,
Heres the correct order info, order number
***
*** *** ***
Thanks!!!!
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***I am rejecting this response because: where is that corroborates that?Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/04) */
Our records show the customer originally contacted us on 12/to request a will call name change, which we assisted him with over the phoneThe customer then contacted us a second time via email on 12/to update the will call nameWe
provided the customer with an alternate 3rd party will call option; to give the attendee with a copy of his ID and credit, with all sensitive information blocked out except for the last four digits on the card, and a signed note stating the attendee is able to pick up the tickets
At the time, we were providing the customer with what we believed was a good option and when he contacted us by email, we got back to him with more than enough time to voice any issue or objectWe offered the customer a reasonable way to transfer their will call order on both occasions and we believed we had solved the issue as were not given the opportunity to further assist or allow for some clarification despite there being more than a day before the event
We are giving the customer the benefit of the doubt but do wish we had been given an opportunity to completely satisfy the customer and as we were not, the whole situation is regrettableA full refund has been issued for the customer's order, totaling $96.82, back to the account the charge came fromPlease allow 5-days for the refund to appear back in the account

Per Ticketfly purchase Terms and Conditions that the customer agrees to prior to purchase; no refunds are granted unless the event is postponed or canceledTicketfly acts as an agent for the Event Provider and policies set forth by our clientsIn this particular situation Ticketfly did reach
out to the event organizers to approve an exception refund- however a refund for these tickets have not been approvedUnfortunately, refund request is denied

The customer has been refunded directly by the event organizers via check on 3/ Check should have arrived at the address provided by the customer, in 7-business days

Ticketfly acts as an online ticketing platformThe event organizers use their own payment processor for all purchases, of which Ticketfly does not retain funds forTicketfly has contacted the event organizers to request a stop payment and issuance of a new check for the purchaseCustomer should receive a new check within 7-business days

Services have been rendered for printing and delivery of these ticketsTicketfly cannot guarantee delivery and tracking when tickets are elected to be sent via standard mailTicketfly was able to replace lost tickets for this purchase, by offering alternative delivery methods at no cost-however, refund is not granted for delivery fees via standard mailUnfortunately, refund is denied

A one day, Sunday VIP Pass was purchased for this order which was inclusive of “Festival Admission 09/VIP Main Gate Entrance, Entrance into VIP Lounge, Festival re-entry privileges, Private Bar, Private Bathrooms, Private Lockers for purchase, Fortune Tellers, Private Circus Performances,
Multiple Massage Stations” as specified on the Ticketfly websiteNo complimentary beverages were advertised as included for the type of ticket purchasedBeverage tickets were included in the day VIP Pass however; as advertised on the Ticketfly websiteRefund is denied