Customer Feedback

Our Response on Friday, Feb 03, 2012 at 4:26 PM:
Hello Thomas! Thank you for your feedback. We're very sorry to hear about the problems and confusions concerning your purchase.

Looking at your order, it does indeed appear that you purchased 4 tickets through us rather than 3. We're nevertheless unsure as to what is confusing about the order process. Customers have the ability to adjust their ticket purchase to the quantities listed at the very top of the checkout page. There is then another checkout page through which customers must navigate before placing their order. There is a big green button on that second page that says "Place Order" (with an accompanying explanation that the button will send your order information to us).

That being said, it's important to remember that the tickets on our site are not owned by TL, but by hundreds of independent ticket-selling companies. When you order through us, you are making a private contract with the seller supplying your order - a contract we can't break. (If we could break those contracts, no one - including consumers - would ever feel comfortable selling tickets through us.) It's also true that the fact that tickets are time-sensitive items means they're not easy to return, like other items.

Having said that, we actually have been flexible in trying to assist you - as you mentioned in your feedback - by offering you the ability to send your tickets to us in return for a discount code on a future order. (This would be equal to the market value of your tickets at the time of their return to us.) Please note that most ticketing websites (including venues and primary sources) don't allow any ticket return. We're nevertheless willing to take the risk of trying to resell the tickets, if that helps you.

Our Response on Friday, Feb 03, 2012 at 3:26 PM:
Hello Andrey! Thank you very much for your feedback. We appreciate your concern about your order -- but no need to worry! Your ticket seller initially planned to ship your tickets, but, because they're special VIP tickets, there has been a delay in their distribution. (It actually isn't unusual for VIP tickets to events to be printed later than other tickets for the same event - even though that sounds counter-intuitive.)

Additionally, we can certainly promise that you will receive the tickets that you purchased through us. We can promise this because we only deal with licensed and/or registered ticket-selling companies -- ie: entites that sell tickets for a living. We at TL also have our own incentives structure in place to penalize sellers for wrongdoing, too. This rating system is linked to seller behavior in key purchase areas and is used to reward those sellers who provide the best possible service to our customers. So, at the end of the day, we run a pretty tight ship and there's really no reason to worry!

Our Response on Friday, Feb 03, 2012 at 10:02 AM:
Hello Michele! Thanks so much for your feedback. We're sorry to hear about the confusions in regards to your ticket purchase. It would appear that you received printed out e-tickets from your seller rather than cardstock tickets. Please note that we can't guarantee any tickets will be "hard" unless that fact is explicitly stated on the ticket notes. The reason for this is because hard tickets are slowly evolving themselves out of existence. The internet has made "e-tickets" (ie: printed tickets) a popular option nowadays for primary ticket sources. Sellers like e-tickets because they're cheaper and they're easier to handle redistribution (etc).

Regardless, though, your e-tickets will indeed be valid for event entry, so, on that note, things are fine and there’s no need to worry! We only let established businesses resell e-tickets in order to ensure that paper tickets are handled with the most professional care.

Oh, yes, we're also sorry, too, if there has been any confusion about the email issue. We've only ever received one email from you - yesterday - which we've answered. It sounds like you might have been emailing the seller of your ticket order instead.

Our Response on Friday, Jan 27, 2012 at 10:38 AM:
Hello Laureen! Thanks so much for your kind words! We're so glad to hear that your daughters enjoyed their evening of theater! It certainly is important to take some time to take a peek at the arts and we're thrilled to know that we helped you out!

Our Response on Friday, Jan 27, 2012 at 2:35 PM:
Hello Don! Thank you very much for your feedback about your order experience. We're sorry for your unhappiness and especially for the illness in your family.

On the order issue, it is indeed true that we are not able to cancel ticket purchases after they are placed. Please note that we at TL are a network (like EBay) through which independent sellers resell to tickets to event and, as such, your contract is directly with the seller supplying your order. The order contract is binding (similarly as to when you "commit to buy" something via EBay) and, if we could unilaterally break it, no seller - consumer or business-based - would be secure selling tickets through us.

Added to that, we should mention that the all-sales-are-final policy is standard across both the primary and secondary ticket market. The reason for this is because tickets are time sensitive items with strict limits on their value. This means that returning them is not like returning shoes that could be used by another customer. Instead, if you return the tickets, the seller may not sell them or may have to sell them for less money. The end result is that your seller ends up losing money as a result of the ticket return.

Please also note that there are actually two pages through which you must navigate during checkout before completing your order so as to make it very difficult for someone to place an order accidentally.

Having said that, we have actually already contacted you and offered to try and help resell your tickets in return for an agreed-upon in-store credit - so long as can receive the tickets sufficiently before the event. Please respond to the email we sent and we will do our best to work with you in resolving your issue.

Our Response on Tuesday, Jan 24, 2012 at 9:40 AM:
Hello Adan! Thanks so much for your kind words! We're so glad you liked our prices and our customer service! With those two things, you can't go wrong!!

Our Response on Tuesday, Jan 24, 2012 at 10:47 AM:
Hello Mary! Thank you very much for your feedback! We're very sorry to hear about the problems and confusions concerning your ticket purchase.

Just to review, it appears that you placed an order for Cavalia tickets in Zone C (which encompasses a large area), but then your seller contacted you to say that they had just sold out of all Zone C seats. They instead offered you tickets in another area, you accepted the tickets, and they credited you $75 and then an additional $105 -- refunding you about a third of your purchase.

In regards to the new tickets, you mention in your feedback that the new tickets were supposed to be in Row D, but ended up being in Row U. There appears to have been some confusion as to what was offered by your seller. The tickets you originally purchased were in Zone C, which encompasses the far sides of the venue and the middle portion of the center sections. Your seller wasn't offering tickets in row D as a replacement, because row D would still put you in Zone C - they were offering tickets in Zone D, which is in back of Zone C, in the center. Zone D encompasses rows R-U in the venue, which is why, when you received the tickets, you received row U.

Either way, we're sorry for the misunderstanding vis-a-vis the tickets and for the various problems in regards to your ticket purchase, but we're glad that your seller was willing to work with you and address the seating issue proactively.

Additionally, too, we've extended another discount your way, which we hope will help you in the future, should you ever be searching for event tickets -- and, of course, we'd be happy to give any future order through us some special TLC!

Our Response on Friday, Jan 27, 2012 at 2:42 PM:
Hello John! Thank you very much for your feedback. We're sorry to hear about the confusions concerning your purchase. We have addressed the face value issue already with other customers -- please see below. There shouldn't be a misunderstanding about that issue when we advertise so publicly that we're a secondary market ticket exchange.

All that aside, we are nevertheless sorry to hear that you will be unable to attend the postponed date of the Red Hot Chili Peppers event! If it helps, we could look into the possibility of trying to resell your tickets for you in return for a set store credit in return. We've sent you a private reply, so please respond -- we'll try our best to help!

Our Response on Tuesday, Jan 17, 2012 at 11:32 AM:
Hello David! Thank you very much for taking the time to leave feedback about your ticket purchase.

On the fee issue, there are two fees you're charged during checkout -- the service fee and the delivery fee. The service fee (18.5% of the total ticket price) is the only part of the transaction that accrues to Ticket Liquidator. It pays for such key things as customer support, website maintenance, and secure customer billing. The delivery fee varies depending on the delivery method, but it's $15 for FedEx Standard Delivery (the most popular option). We require all the sellers on our exchange to utilize FedEx shipping in order to ensure prompt and secure shipment.

Both service and delivery fees are advertised twice during the checkout process, too, prior to order placement, so it's not clear why you think the fees are "hidden." The deliver fee values are also advertised in our Glossary and the service fee is advertised above every event listing in the "Lowdown."

Oh, yes -- the extra funds associated with your ticket order are due to the addition of state taxes. This is especially and reliably true if you happen to purchase from a seller stationed in California, Texas, Illinois, or Canada – since taxes are based on the seller’s location. Our checkout page actually informs customers that the total ticket price of your order “does not include state or local taxes if applicable.” This is because local entertainment taxes are so uniquely variant in nature that they cannot be tracked easily and accurately by remote systems.

In this case, as in many cases, if customers are unhappy with any additional tax charge, they can let us know and we'll be happy to offer some form of compensation -- for you, a discount off a future order that exceeds the tax charge by some 250%.

Additionally, too, we're proud to offer a transparent marketplace where customers can leave commentary, because we do value customer service and want to be open and honest with our customers.

Our Response on Monday, Jan 16, 2012 at 3:11 PM:
Hello Patricia! Thank you very much for the feedback you've offered for your order. We're sorry for the delivery confusion associated with your purchase.

In your case, your seller created a FedEx tracking label for your order back on January 10th, but the tickets haven't shipped yet. The label for the shipping has therefore been initiated, but not yet used. You'll get a separate email from us when the tickets are actually in the hands of FedEx. (Please bear in mind, too, that FedEx Standard does not include shipping on the weekends.)

In regards to the shipping delay, it's possible that tickets may not be available to ship immediately after an order is placed -- as we state on our website. The reason for this is because tickets often have to navigate through numerous channels before finally reaching your supplier. Ticket sellers therefore may have to wait to receive your tickets before sending them out to you.

Lastly, you mention something about calling our customer service number (1-800-456-8599) and being directed to leave a voicemail -- but that might be a mistake. We at TL don't have a voicemail because we have a fully-staffed Call Center 100+ people working 7am-1am Monday-through-Sunday. It instead sounds like you might have called the office of your ticket seller to leave a message.

Either way, we're sorry for the trouble and would appreciate you keeping us informed of everything!