Ordered concert tickets from Directseats.com. After repeated stall tactics, tickets were never delivered. A refund is not forthcoming.
My daughter and I purchased two concert tickets from Directseats.com for a Diana Ross concert at the Kings Theatre in Brooklyn, NY. The tickets were purchased 1/16/2015 for a 2/3/2015 concert. We were told the tickets would be emailed to us. After a runaround, we were told the tickets would be left at the box office on the day of the concert. In fact, on the day of the concert there were no tickets left for us at the box office. I called customer service at the time, and spent over 30 minutes on hold, only to be told that the tickets were at the box office, which was not the case. Then I was told they would research the matter. When I called back on 2/12, having not heard from them, I spent 90 minutes on hold, and was ultimately told that they are still "looking into the matter."
This is lifted from the confirmation email:
Thank you for ordering from DirectSeats.com.
Security Note: Your credit card information has been obscured in this email to ensure your security and privacy.
Your Order Number is XXXXXXXX Order Date: Jan XX XXXX X:XXPM
Event: Diana Ross Feb X XXXX X:XXPM
Venue: Kings Theatre - NY in Brooklyn, NY, United States of America
Section: ORCHESTRA Row: Z
Price: $166.00 Each Quantity: 2
Tickets: 2 x $166.00 = $332.00
Service Fee: 2 x $33.20
Discount: 5.00% Share about us with your friends, as this is the lowest price in Industry... $19.
Price is in USD($).Total does not include any applicable state, local or other sales taxes.
All sales are final.
Seller's Note: ADA seating. These tickets allow for wheelchair access if needed. Chairs are provided for non-wheelchair customers. Tickets will be ready for delivery by Jan 30, 2015.
Customer Name: ******** ******** **********@gmail.com
Phone Number: XXXXXXXXXX Daytime IP Address: 188.8.131.52
Credit Card: American Express ***************
Transaction Type: Purchase
Billing Address: *** **** **** ****** . Brooklyn, NY XXXXX. United States of America.
Delivery Method: E-Ticket Customer Name: ******** ********
I would like a refund of the full purchase price, as an absolute minimum. Considering that tickets to a concert cannot be readily replaced, I believe that I am due additional money for my damages - the disappointment of my daughter, the transportation costs to and from the theatre to not see a concert, and the waste of our time. All in all, I think a refund of 200% of the purchase price would not be unreasonable.
Thank you for bringing this matter to our attention. We would like to start by saying that we take customer service very seriously and would like to take the opportunity to address Mr. Iddins' concerns. DirectSeats.com strives to create a competitive marketplace where fans can purchase one-of-a-kind tickets to their favorite performances with a worry-free buying experience. We deeply regret that ticket seller failed to meet our outstanding customer service expectations in regards to Mr. Iddins' order.
For the purpose of explanation, DirectSeats.com was not the merchant of record for this transaction. Mr. Iddins' credit card was processed and charged by Ticket seller. We operate an online marketplace uniting ticket sellers and ticket buyers, therefore acting as an intermediary in regards to Mr. Iddins' purchase.
Due to the fact that Ticket Seller was the company that charged Mr. ******** credit card the proper policy to ensure he receives a full refund is for Mr. ****** to file a chargeback with his credit card company regarding this charge. According an email received from Mr. Iddins, it appears he has done so at this time. We have requested Mr. ****** provide us the most recent status of the reversal by American Express.
We have also requested Mr. ****** supply an accurate copy of his travel expenses for us to review to compensate him for his additional expenses related to this matter.
Once Mr. ****** has provided all of this information we will process Mr. ******** check on the condition that he signs a waiver releasing DirectSeats.com from this matter. As we have stated above, Ticket Seller is the party responsible for not providing Mr. ******** tickets, and for failing to issue a refund. Any additional concerns and or causes that Mr. ****** has should be directed towards them, as their name will not be included on the waiver.
(The consumer indicated he/she DID NOT accept the response from the business.)
A concert ticket is not a chair. If you buy a chair and the chair is never delivered, you just buy another chair. The new chair is not necessarily any worse than the old chair that was never delivered. A concert ticket is time-critical. When you buy a ticket to a sold-out concert and find out at the time of the concert that you have actually purchased an empty promise, what you have lost cannot be replaced. And when you have brought along a guest who believes that you have provided them a ticket, and there is no actual ticket there, it is an utter humiliation.
DirectSeats.com is, first and foremost, in the business of being trustworthy. They have violated that trust. They lied that the tickets would be emailed to me. They lied to me that the tickets would be at the box office. They didn't answer their phone at the time of the concert. They in no way fulfilled any of the promises that are necessarily at the core of their business. Shame on them.
And my name is ********. Not ******* Which just goes to show how careful and thoughtful they are.
Final Business Response
Our support team is addressing the issue.
It was an issue with a specific broker being unresponsive to customers. Legal and compliance were brought in. Please call our customer support number to get the issue update.