Customer Feedback

Our Response on Tuesday, Dec 13, 2011 at 4:00 PM:
Hello Donna! Thanks for your email! We're sorry to hear about the confusion in regards to the price of your event tickets. We at TL are a nationwide network through which registered companies and trusted individuals resell tickets to events. This means that we don’t own, price, or ship the tickets you see listed for sale on our website. It’s also true that the tickets listed on our exchange are being resold (and thus re-priced) by their respective sellers. The resultant mark-up is what keeps popular event tickets on the market longer than they’d normally be available for purchase. So, as a result, consumers are able to buy tickets to highly popular events on their own schedule and either after or before other event tickets are available.

Basically, ticket sellers price tickets based on the popularity of the tickets and thus based on what the tickets are worth on the open market -- ie: the "market value." Venues and event promoters tend to under-price tickets for events in order to maximize the number of tickets sold and thus the number of people who frequent the concession stand at the event. Venues and event promoters (like in movie theaters) frequently make more money off the "extras" -- the $40 t-shirts -- than they do the actual tickets.

Either way, the major benefit of the resale market is not only that it keeps tickets available for purchase passed the date when they'd normally be sold out, but also because it enables consumers to access tickets which were not initially released to the public, often because the event promoter held them back for private distribution.

Our Response on Tuesday, Dec 13, 2011 at 4:05 PM:
Hello George! Thanks for your feedback. We're sorry to hear about the confusions in regards to the price of your tickets. We've explained right above the reasons why tickets on the ticket resale market are priced above or below face value.

Having said that, we completely agree (and expect) that consumers shop around prior to purchasing tickets for any organization -- since there are many options! We believe we at TL are a great place for customers because...

1) our prices are usually lower than other secondary ticket market competitors

and

2) we have great customer service!

We also make a point of advertising our status as a secondary ticket market exchange openly in order to provide consumers with as much information as possible when it comes to accessing tickets.

We're certainly sorry to hear if there were any confusions in regards to your order and hope that you manage to enjoy the big event despite any and all misunderstandings with the pricing of your tickets!

Our Response on Tuesday, Dec 13, 2011 at 4:24 PM:
Hello Briar! Thank you so much for your feedback! We're sorry to hear about the problems you experienced with your order.

In regards to the ticket change, there are times when ticket sellers no longer have the exact tickets a customer ordered. This typically occurs when two people order the same ticket group simultaneously over the internet. In that situation, the person whose order came through first normally gets the tickets. At that point, sellers search their inventory for alternate tickets with which to supply the remaining customer. (The major goal in this regard is to prevent the seller from having to cancel your order. This would only force you to buy tickets again when their price had likely risen due to seating scarcity.)

In your case, it seems like you accepted the alternates proposed by your seller -- which you were not obligated to do. You were free to cancel the order and we would have been willing to help you get new tickets. I just want to emphasize that that option is certainly available in any such scenario. You are not obligated to accept anything different from what you ordered.

Similarly, we agree that your seller should not have given you any problems about the address. (It's certainly true that the vast majority of ticket resale sites only allow shipping to a billing address. The reason for this is to limit credit card fraud by equating ticket receival with the initial purchaser.)

Added to that, we have reviewed your order and we don't see any record of you contacting TicketLiquidator about your order problems. It would appear that you were only in contact with your seller the whole time. Please know you can always call on us for aid if there are any problems with your order, so we can help.

At this point, the tickets have been shipped out, so we sincerely hope you enjoy the show and that the discount we offered is helpful to you!

Our Response on Tuesday, Dec 13, 2011 at 4:10 PM:
Hello Pam! Thanks for your feedback vis-a-vis your ticket purchase. We're sorry for the trouble you experienced and for the confusion regarding the pricing issue. We at TL are indeed an exchange through which independent sellers resell tickets to events -- which means the tickets sold through us will be sold above or below their face value. This fact is stated throughout our website and is what enables tickets to popular events to stay on the market longer than they'd normally be available.

On that note, we're sorry, too, to hear about the problems you experienced accessing the event -- but please note that TL isn't responsible for parking arrangements at venues. Most venues do require customers to pay for parking and so the added charge was not particularly unusual.

Our Response on Wednesday, Dec 07, 2011 at 3:43 PM:
Hello Denise! Thank you very much for your feedback. We're sorry to hear about the delivery delays associated with your purchase.

On that note, we do indeed note that the company supplying your order initially estimated an earlier ship date -- since surpassed. Please be assured that we will be speaking with them further about that particular issue. (We punish sellers every time they bypass an expected ship date for a ticket order.)

Having said that, we contacted the seller and he confirmed that he will be emailing you the tickets this afternoon. Please let our customer service know when you receive the tickets so we can be sure you're all set. We'll happily extend you a discount, too, to thank you for your patience throughout everything!

Our Response on Wednesday, Dec 07, 2011 at 3:56 PM:
Hello Virakkeo! Thanks for your feedback -- and what an awesome name!! Your tickets were actually delivered on December 1st. There also is indeed a place where you can go to track your tickets -- TicketTracker. The PIN for that was inserted in the initial order receipt email you would have received from us. (We email you shipping-related updates, anyway, so you'd be sure to get the information whether you access TicketTracker or not.)

You should be all set! We hope you enjoy the big event!

Our Response on Wednesday, Dec 07, 2011 at 4:05 PM:
Hello Ronald! Thanks for your feedback. We're very sorry to hear about your unhappiness with the fees associated with your order. Perhaps it would help if we explained the shipping procedure and the various fees.

On the shipping issue, we do indeed require the sellers who resell tickets through us to utilize FedEx for ticket shipment due to the security precautions that FedEx provides. The fact that tickets are irreplaceable and time-sensitive items necessitates the most secure shipping possible. (Please note it is also standard in the secondary ticket market for sellers to use FedEx over USPS due to the aforementioned reasons. It's furthermore true that the two shipping methods we do offer are for fast shipment -- hence, a larger fee.)

In regards to the service fee, the service fee is the only part of the entire ticket transaction that accrues to TL. It equals 18.5% of the ticket price and pays for website maintenance, billing security, customer support, and other such website features. The fee itself is calculated and advertised twice during the checkout process (there are actually two checkout pages through which you must navigate before placing an order).

Oh, yes... the Order ID number was given to you after you ordered on our webpage and also was emailed to you immediately after you placed your order -- we require the ID to look up order information.

On that note, your tickets have since been delivered, so we hope you enjoy the big game!!

Our Response on Wednesday, Nov 23, 2011 at 2:57 PM:
Hello Winifred! Thank you very much for your feedback. We're sorry for your unhappiness with the ticket price of your order. The tickets sold through our website are indeed being priced independently of face value by their respective sellers. The actual extent of the mark-up (or, indeed, mark-down) varies from seller to seller and event to event. Sometimes you can get tickets marked down in price, sometimes not. The main idea is to give consumers more options when it comes to buying tickets for popular events. We nevertheless want all customers to understand our status as a secondary market ticket resource. That's why we advertise openly that we're a resale marketplace and not a primary source for tickets.

Our Response on Tuesday, Nov 22, 2011 at 12:07 PM:
Hello Margaret! Thanks for your feedback! We're sorry to hear about the problems and confusions concerning your ticket purchase.

Briefly, you purchased tickets to the "Watch The Throne" event on December 10th, which was later postponed to December -- a date you cannot make. The event itself was postponed, not canceled, which means your seller is not obliged to refund you for the purchase. (This is standard in the ticketing industry due to the fact that tickets are time-sensitive items with strict limits on their value. It's therefore trickier for sellers to take tickets back knowing that they may not be able to resell them prior to the event.)

On that note, to try and help out, we offered to have you send the tickets to us so that we at TL could try to resell them for you. We then pledged to issue you an in-store credit equal to the market value of your tickets (which ended up being the same price you paid for them -- no service or delivery fees included).

Please note that we only made the service fee off your order (about $36 USD), yet, by taking the tickets back and thereby taking the risk of reselling them, we'd be giving you about $200 back, which is substantially more than we made (some $170 more) -- keeping in mind that there's no guarantee we'd be able to make the $170 back by reselling the tickets and also keeping in mind, if we did resell them, we'd likely have to charge less for them than what we returned to you, per ticket, since ticket prices tend to fall, not rise, over time.

In short: the offer we extended may not net you a total refund, but it's not a situation in which we at TL are making money off you -- we lose $70 on average with every order we try to resell, but are willing to do that to try and help, when other ticketing marketplaces would simply repeat "all sales are final."

Our Response on Wednesday, Nov 23, 2011 at 3:05 PM:
Hello Jairo! Thanks for your feedback. We're sorry to hear about your unhappiness in regards to your order. It seems that you were unhappy because your seller contacted you to provide additional authorization for the ticket purchase you made.

Just as an FYI, it's not unheard of for ticket sellers to require signed authorizations to complete a purchase. This usually means they just want evidence that you okayed a given aspect of the order. The reason for the security is because tickets are time-sensitive and one-of-a-kind items. A missed or botched delivery can result in numerous re-access problems down the line. This results in a general desire by sellers to be "extra special careful" with things. The major goal is to protect consumers in cases of credit card theft.

In your case, the problem was that the billing address information you entered for your order did not conform with the address information on file with your bank. Your seller didn't feel comfortable proceeding with the order until they could verify the correct information. (You would have received a similar error when you initially tried to place the order. It appears that you continued to place the order anyway and didn't correct the address information.)

Having said that, we understand that you didn't want to verify any purchase information with your seller, so your order was subsequently refunded -- but we just wanted to emphasize that your seller was only trying to help by checking with you about the order and ensuring that no one had stolen your credit card.