ComplaintsforOnline City Tickets

• Initial Complaint

  09/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  HELLO AND GOOD AFTERNOON I AM VERY CONCERNED WITH THE COMPANY ONLINE CITY TICKETS IS A SCAM, I BOUGHT TICKETS TO A FOOTBALL **** IN APRIL 2022 AND THE **** IS LESS THEN 4 DAYS AWAY AND I HAVE GOT NOTHING FROM THIS COMPANY, I HAVE REACHED OUT TO THEM ON SEVERAL DIFFERENT TIME TO FIND A STATUS OF MY ORDER, AND HAVE WENT THROUGH THE WHOLE LIVE CHAT WITH SEVERAL DIFFERENT AGENTS AND KEEP GETTING THE RUN AROUND THAT ALL SALES ARE FINAL AND THAT MY TICKETS WILL ARRIVED 24 HOURS FROM MY EVENT, I WAS TOLD THEY WILL GIVE ME A PARTIAL REFUND OF 82.00 OUT OF ****** I HAVE STATED SEVERAL TIMES I WANT A FULL REFUND HAD THE BILLING STATEMENT DOES NOT EVEN HAVE THE SEATS I HAVE ORDER ALL THAT IS ON THIS A CERTAIN SECTION WITH NO ASSIGNED SEAT I HAVE EVEN ASKED FOR HALF MY MONEY BACK AND THEY ARE CONTINUING TO TELL ME NO AND THAT I AM NOT IN NO POSTION TO TO COMPROMISE WITH OR BARGIN WITH THEM THIS IS AT HE WORST I HAVE EVER BEEN TREATED WITH OVER ****** DOLLARS WASTED.

  Business response

  09/13/2022

  Thank you for reaching out to us. At Online City Tickets, we appreciate this opportunity to address our customer's concerns. However, upon review it appears that the information provided on this claim does not pertain to any order placed on our site, and instead refers to CityTicketsOnline.org, which has no affiliation to us. As such, we are unable to provide assistance at this time. We encourage them to review any correspondence they had with the company as well as their financial statement to ensure they contact the correct entity in relation to their concerns. If they maintain that the order was placed with us, we encourage them to provide a valid order number or contact our customer service department directly for further assistance.
  
  Regards,
  OnlineCityTickets.com
  
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased concert tickets through this business in October 2019. The concert was rescheduled several times due to COVID. The tickets cannot be accessed. This business has records pertaining to the transaction but has failed to resolve the issue. The business referred me to Ticketmaster to resolve the issue. Ticketmaster has no record of the tickets having been transferred to my account.

  Business response

  02/16/2022

  Thank you for reaching out to us. We appreciate the opportunity to address the concerns of our valued customer. ********************** operates on the secondary market and our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple, transparent fulfillment process.
  
  In this case, tickets for our customer's event were transferred electronically to the email address associated with the order shortly after their order was confirmed on 10/31/19. Our customer contacted our customer service team on 1/24/22 regarding issues locating their ticket transfer, at which point our customer care team attempted to assist the customer in accessing their ********************. It should be noted that valid documentation was obtained that confirmed the correct tickets were transferred to the email address provided by the customer at the time of checkout, and as such, the ticket delivery was marked as completed.  
  
  While we understand and regret that the customer may have experienced issues using the third-party platform, Online City Tickets is not associated with any venue or primary ticket market. As such, these issues experienced by the customer were outside the control of **********************. As it presently stands, the customer's order does not qualify for compensation and we consider this matter closed. We appreciate the customer's understanding throughout the matter and if they have any further questions regarding their order, we encourage them to contact our customer care team.  
  
  Regards,
  Online City Tickets

  Customer response

  02/16/2022

  Complaint: 16674190
  
  I am rejecting this response because: I have repeatedly contacted the customer care department to no avail.  I was unable to retrieve the tickets therefore my friends and I were unable to attend the event.  I tried to retrieve the tickets a week before the event.  The seller was of zero assistance in the matter.  I repeatedly requested their assistance.  I requested the tickets or my funds. The sellers lack of assistance is not acceptable.  I again request my funds. 
  
  Regards,
  
  *****************************

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In December 2019, we purchased tickets to a *********************** concert scheduled for the *************** in **********. It was scheduled for July 2020. Online City Tickets notified us the concert had been postponed until July 2021. They indicated we could not have a refund, online "credit." We chose to wait for the concert in 2021. In April, 2021, they emailed us and said the concert in July was canceled: "Were writing to let you know that the event you were hoping to attend has been canceled (order #********). Due to this completely unforeseen and unprecedented epidemic, we are no longer able to offer refunds for events that have been cancelled. You have received store credit for 120% of the full value of your order total. You have received this coupon (the Coupon) to be redeemed toward your ticket total, service charge, and delivery fees on future purchases." There was no coupon attached and I have tried calling them and emailing them several times but got no response. They owe us $234.

  Business response

  10/27/2021

  Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address our customers concerns, especially during these unprecedented circumstances amidst the ******19 pandemic. As an online resale marketplace, Online City Tickets is not affiliated with any box office or venue; rather, we connect buyers and sellers in order to provide tickets for amazing live events. Unfortunately, the crisis created by the outbreak of coronavirus and the resulting government shutdown orders has made it necessary for venues, teams, and artists to reschedule, postpone, or cancel thousands of events nationwide. In cases where an event is officially cancelled and the original tickets are not valid for a postponed or rescheduled date, Online City tickets will provide any pertinent information regarding compensation via email. 
  
  During these uncertain times, many of the sellers whose tickets were sold on our platform have not been, and may never be refunded by the box offices and primary markets from which they originally purchased. Given these circumstances, we have issued our customer appropriate compensation in order to provide an immediate, reliable resolution. Our records indicate that this compensation was originally sent on 4/16/21, however, for our customer's convenience, we have re-sent the email containing their credit code. We sincerely appreciate our customers understanding as we strive to provide up to date information to all of our customers whose events have been impacted by the outbreak of the coronavirus. At this time, we consider this matter closed. If our customer has any further questions pertaining to their order, we encourage them to contact our customer service department.
  
  Regards,  
  Online City Tickets

  Customer response

  10/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought 5 tickets to see ***********************. Show was rescheduled several times then finally cancelled. Website for ***** said all tickets would be refunded. Online city Tickets will not refund my money. They are giving credit of 120 percent for future tickets. I would like a refund of my money as I do t know when I will be able to attend another concert. My order number was Order# ******** $1062.85 Online City Tickets Please see if you can get them to refund my money. I will not buy tickets from them again.

  Business response

  09/24/2021

  Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address our customers concerns. Online City Tickets has been in contact with our customer to provide a courtesy resolution in the interest of customer service. As an amicable resolution has been provided we consider this matter resolved. If our customer has any additional concerns relating to their order, we welcome them to contact our customer service department.
  
  Regards,  
  Online City Tickets

  Customer response

  09/26/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

  i do hope I will get a full refund as they stated. Thank you for your help in this matter. They 

  did not state how long it would take for my refund. 

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought tickets for ******************************* for an event 7/15/2020. The event was postponed due to COVID to July 31, 2021. Then postponed again to September 6,2021. I was unable to make the Sept 6 event. I attempted to call, email and chat. I sent emails on Sept 1, 2, and 4th. I attempted to call and chat these days as well. No one ever responded. I only got an email asking how my experience was. Then I finally got through to someone today after waiting on hold for 1 1/2 hrs. He said because the event was passed. They wouldn't do anything. I explained that I tried multiple times to contact before the event without success. He put me on hold again for another hour until I finally had to hang up. I have copies of the emails asking for my experience and a picture of my hold time today. I would like to have my tickets reimbursed.

  Business response

  09/15/2021

  Thank you for reaching out to us. At Online City Tickets, we value our customers and would like to take the time to address our customers concerns, especially during these unprecedented circumstances amidst the ******19 pandemic. As an online resale marketplace, Online City Tickets is not affiliated with any box office or venue; rather, we connect buyers and sellers in order to provide tickets for amazing live events. Under the current circumstances, many events are being rescheduled to later dates. Within our terms, which every customer must agree to prior to placing their order, it is outlined that if an event is postponed or rescheduled, the order will not qualify for compensation and the tickets provided will be valid for the rescheduled date.
  
  Due to the nature of our business on the secondary marketplace, Online City Tickets is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. Since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. Prior to this complaint we have been in contact with the customer and they were fully informed of this policy. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. 
  
  Regards,
  Online City Tickets

• Initial Complaint

  06/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased tickets to ************************* concert on 3/8/20 for my daughters birthday. I was on the ticketmaster website when they were purchased and it came up your tickets were transferred via internet to us. I was not aware that they were coming from online city tickets until after the concert was cancelled and now I can not get my money back. I have documentation from CHI health stating they are refunding money as they do not have a date yet but the concert is still listed as postponed. Until it is listed as cancelled city tickets will not refund my money. Ticketmaster and CHI have been refunding money for this concert. CHI stated to me in an email, if city tickets on line would request a refund from ticketmaster, cityticketsonline could then refund my money. But cityticketsonline refuses to do so because it's not their policy. They refuse to even contact Ticketmaster on my behave. you can not talk to supervisor. I have several documents as proof to recover my money. Thieves!!!

  Business response

  05/06/2021

  Unfortunately, we have no orders in our system under the client's name, phone number, mailing address or the email address provided. Please take a moment to confirm the website that you placed your order on. If you cannot locate the order receipt, we would suggest contacting your financial institution. They will be able to provide the contact information of the merchant on file for the charge with your order. 

  Customer response

  05/15/2021

  I have more documents if needed but the attachments clearly show I have been in contact with these people several times.  Let me know what you would like me to send you in addition to what is attached.

   

  I do not except the fact they have no information on my order.  This is clearly a thieving company as all other tickets have been reimbursed by other ticket resellers, like ticketmaster, CHI health etc.

  I will provide anything you need!!!

  *****

  Business response

  06/03/2021

  After reviewing the information provided we note that the ticket order the client placed was with the website onlinecitytickets.com. Our website name is cityticketsonline.org. Per the confirmation that the client herself provided, the phone number to the website she placed her ticket order with is ************. Our website name and phone number *************) are completely different as we have no affiliation with the website in question. The client should reach out to the proper company as noted on her own documentation. 

  Business response

  06/18/2021

  Thank you for contacting us regarding this matter. We want to take to keep our customers informed during the events surrounding the ******19 outbreak. Online City Tickets is continuing to operate during these events and is working hard to protect all customers whose events are affected by the virus. We want to take this opportunity to reiterate that any customers whose events are cancelled without plans to postpone will receive compensation for their purchase.
  
  This buyers guarantee is outlined within our terms of use, which every customer must agree to before they complete their purchase. These terms were created with protection and fairness for all users of our site in mind, including both buyers and sellers. Under the current circumstances, many events are being rescheduled to later dates. Within our terms, it is outlined that If an event is postponed or rescheduled, your order will not qualify for compensation and your tickets will be valid for the rescheduled date.
  
  Online City Tickets ultimate priority is to continue providing excellent service. We are actively monitoring the events affected by this outbreak and would like to thank our customers for their continued understanding. Currently, our customers event will take place on the rescheduled date of 8/18/21. At this time, we must comply with our terms and conditions regarding rescheduled events. If our customer has any further questions, we encourage them to our customer service team for more assistance.
  
  Regards,
  OnlineCityTickets.com

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩