Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 29th I was on Ticketmaster looking at concert tickets for ****** ****** and the Union Band at *************, **********. The tickets were $143 and I was on Ticketmaster but believe I was hijacked off Ticketmaster and was on the actual site Ticketsonsale. I wanted 4 tickets and pressed purchase and saw that my card was charged $719 by a flash text by ********. It was already too late. I then realized just what happened as the site tries to get business off of Ticketmaster and charges exorbitant rates for service fees etc and the worst thing is the tickets don't need to be made available to the seller until one hour before are the ridiculous terms they are operating by.. I discovered they are a third party and I was charged $200 excess fees for doing business with them instead of where I originally was which is Ticketmaster. I did some investigating on social media polling people on this company after this transaction to find many people have had this same thing happen and it is a scam. This kind of business should not be allowed to operate within a search on Ticketmaster. I feel strongly this should not be allowed as soany others have not had tickets delivered at all and he company does nothing. They have figured out how to rip people off legally and get away with it. This is sad and I'd really really appreciate BBBs help in getting my money back. Also please let me know how I can find other complaints about Ticketsonsale. Id like to form a united effort including state reps and fed government to stop these kinds of targeted sales to be a third party scalping tickets online to ink owing consumers.

  Business response

  02/05/2025

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.   
  
  If the customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.
  
  Regards, 
  
  Ticket Fulfillment Services  

  Customer response

  02/06/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/30/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was attempting to purchase 2 tickets to the *************** show complex great American outdoors show. I went onto the farm shows website. I clicked two general admission tickets 15.00$ each.Just like I do every year. This time I get a message stating the site was temporarily down please try again. When I clicked ok it sent me to another page and told me that I had so many seconds to complete my transaction or I would loose my tickets. So I kind of rushed and hit purchase button. I then go to my email and it states I paid $100.95 to ticketonsale. I tried immediately to cancel my order but they will not refund my money. Total scam, I cant believe this company is in business. They are ripping people off. After reading the endless poor reviews all over the internet I doubt I even get any tickets.

  Business response

  02/05/2025

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.  
  
  Once the customer selected the event they were interested in, Great American Outdoor Show, they navigated to the ticket listing page. The top of this page clearly notifies customers, We are a resale marketplace. ********************** prices may exceed face value. This site is not a primary ticket seller or box office. After customers select the ********************** listing they desire, they provide an in-depth description of their ticket information, event details, ticket quantity, delivery method and any other notes related to the tickets. Once they select the quantity of ticket(s) they want, they are directed to the checkout page. Here, customers are provided with an order summary that displays the event details, ticket location, and price per ticket. The customer is then prompted to provide an email address and select a delivery method. After a delivery method is selected, the customer is able to see a complete itemized breakdown of the customers order including the price per **********************, all fees, and the total price of $86.59 is displayed in bold text on the right-hand side of the page. The customer is then able to input their payment and billing information. Please note that the itemized breakdown was fully disclosed before the customer is asked to enter any payment or billing information. Above this itemized breakdown, the customers can view the following displayed message:, Please note: We are a secondary marketplace, not the primary seller. Ticket prices may exceed face value. Additionally, on top of the place order button it states By clicking Place Order, you agree to the sales terms and conditions. I have reviewed the Order Summary above and understand that I am not purchasing directly from the venue box office and that tickets may be above face value. All sales are final. All prices are listed in US Dollars (USD). Customers are then prompted to select the Place Order", at which time their order was processed.
  
  Prior to receiving this claim, we thoroughly discussed this matter with the customer. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed. If the customer has any additional concerns pertaining to their order, we encourage them to contact the customer service department. 
  
  Regards, 
  Ticket Fulfillment Services

  Customer response

  02/06/2025

   
  Complaint: 22880900
  
  I am rejecting this response because:
  This company is very deceptive! They bait you in any way they can just to get your money. They got me for $85.59 and I never received my tickets. Be aware 

  Sincerely,
  
  ***** ************

• Initial Complaint

  01/28/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was trying to buy tickets online, and they misrepresented the cost of the tickets, I also got re-directed to their website, not realizing I was on the trusted one I had initially clicked on. Therefore making a purchase I did not authorize. I cannot get a refund, because it wasn't considered fraudulent. This company is a scam and is over charging customers. I also never received my ***********************, and they won't give me a refund.

  Business response

  02/06/2025

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.  
  
  The customer has stated that they believed they were purchasing through the website for the venue or of the event itself. However, it should be noted that the marketplace web address and website branding are intentionally different from those of any other site. The top of every event and ticket listing page states "We are a resale marketplace. Ticket prices may exceed face value. This site is not a primary ticket seller or box office." On 1/28/2025 when the customer placed their order for ************** they were presented with the terms of sale for the marketplace through which they were purchasing. The "Confirm and Place Order" section of the checkout page displayed the statement, "By clicking Place Order, you agree to the sales terms and conditions. I have reviewed the Order Summary above and understand that I am not purchasing directly from the venue box office and that tickets may be above face value. I understand that I will be charged $246.45 to my selected method of payment." In bold text beneath this disclosure and directly above the "Place Order" button was the statement, "All sales are final. All prices are listed in US Dollars (USD)." In order to complete their purchase, the customer selected "Place Order" in agree meant with the terms and conditions and order total of $782.78.   
   
  Due to the nature of the secondary marketplace, neither TFS nor the marketplace through which the customer purchased are affiliated with any artist or venue and do not own inventory. Since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. This means that a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. It should also be noted that in addition to this current claim, the customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to further address this matter while this dispute remains open. We encourage the customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed.
  
  Regards,
  Ticket Fulfillment Services 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint about deceptive ticket sales practices Problem description:On 01/16/25, I made a purchase of three Tito Double P event tickets through TicketOnsale for the show at the ************************ on April 27, 2025. However, upon completing the purchase, I was faced with with the following:Misleading starting price:Before completing the purchase, I was presented with a reasonable price that seemed competitive with other platforms. However, upon confirming my transaction, I realized that I had been charged a total of $2,000 USD, which is more than triple the original ticket price. At no time was I informed or shown a breakdown of the total before confirming the purchase.Lack of transparency in the total:During the purchasing process, I was not clearly presented with the total amount that would be charged to my card. This left me with no opportunity to reconsider or cancel the transaction before the charge was processed.Unclear refund policies:Afterwards, I tried to contact TicketOnsale customer service requesting a refund. However, I was informed that they do not offer refunds, regardless of the circumstances, unless the event is cancelled. I find this unacceptable given that the transaction was deceptively manipulated from the beginning.Actions taken:I contacted their customer service to request a refund or alternative solution, but my request was rejected.I also contacted my bank to initiate a charge dispute due to the unfair practices.

  Business response

  01/27/2025

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.  
  
  As the marketplace has confirmed the customer's order this indicates that the order was placed according to the following check out process. On 1/16/2025 the customer selected the event Tito Double P and they navigated to the ticket listing page. The top of this page clearly notifies customers, [TFS] is a resale marketplace. ********************** prices may exceed face value. This site is not a primary ticket seller or box office. After the customer selected the ********************** listing they desired, they were directed to the checkout page. Here, the customer was provided with an order summary that displayed the event details, ticket location, and price per ticket which in this case was $480.00. The customer then provided an email address and selected a delivery method. After a delivery method was selected, since methods vary in price, a new order total was calculated. A complete itemized breakdown of the customers order including the price per **********************, all fees, and the total price of $1,919.10 was displayed in bold text. Below this order summary, the customers was presented with the message stating, "By clicking Place Order, you agree to the sales terms and conditions. I have reviewed the Order Summary above and understand that I am not purchasing directly from the venue box office and that tickets may be above face value. I understand that I will be charged $1919.10 to my selected method of payment. All sales are final. All prices are listed in US Dollars (USD)." The customer selected "Place Order" and confirmed their acceptance of the order total and terms of sale. 
  
  Due to the nature of the secondary marketplace, neither *** nor the marketplace through which the customer purchased are affiliated with any artist or venue and do not own inventory. Since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. This means that a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. ***'s ultimate priority is to continue to providing excellent customer service, if the customer has any additional concerns we urge them to contact the customer service team.  
  
  Regards,
  Ticket Fulfillment Services

  Customer response

  01/27/2025

   
  Complaint: 22827548
  
  I am rejecting this response because:

  My main concern is the lack of clarity and transparency in the purchase process. During checkout, the total price shown was $500, which led to my decision to complete the purchase. At no time was the final price of $1,919.10 broken down to me, nor was that amount reflected before I confirmed the payment. This is a misleading practice, since the price that was presented to me as "total" did not correspond to the amount I was finally charged.
  
  It is not reasonable to assume that the consumer should make additional calculations when the page indicates a "total" in the checkout process. As a customer, I trusted the information presented on the site, but the final amount charged was almost triple the price indicated.
  
  I request a fair review of this case, since my intention was always to accept a total price of $500 dollars, not $1,919.10. I think this practice is confusing and does not meet the necessary standards of clarity in online transactions.
  
  Sincerely,
  
  ******** Gaspar ********

  Business response

  01/31/2025

  Thank you for responding. We appreciate the opportunity to further address the customer's concerns and clarify the marketplace policies. As previously stated, during the checkout process the customer was provided an order summary which included the price per ticket, delivery fee, and any applicable service charge. The price per ticket was listed as $480.00 and was not shown to be the order total. 
  
  After the customer selected a delivery method the order total price of $1,919.10 was displayed in bold text beneath an itemized summary showing the complete pricing details. Furthermore, under "Confirm and Place Order" the order total was reiterated within the statement, "By clicking Place Order, you agree to the sales terms and conditions. I have reviewed the Order Summary above and understand that I am not purchasing directly from the venue box office and that tickets may be above face value. I understand that I will be charged $1919.10 to my selected method of payment. All sales are final. All prices are listed in US Dollars (USD)." The customer selected "Place Order" and confirmed their acceptance of the order total and terms of sale. 
  
  We maintain the order total was transparently displayed in more than one location on the checkout screen and that the customer confirmed their order in recognition of this purchase price. In accordance with the agreed upon terms a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. At this time we consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to the customer service department. 
  
  Regards,
  Ticket Fulfillment Services 

  Customer response

  02/03/2025

   
  Complaint: 22827548
  
  I am rejecting this response because:

  I am writing to you regarding the response provided by Ticket on Sale concerning my complaint. I would like to clarify that at no point during the purchase process was the total amount of $1,919.10 clearly and transparently displayed before finalizing the transaction. Had it been, I would never have proceeded with the purchase.
  The claim that the total was presented in "bold" beneath a detailed summary is incorrect. I only became aware of the full amount once I received the confirmation email, by which time the charge had already been made to my card.
  This lack of transparency in presenting costs constitutes a misleading and unethical practice. As a consumer, I have the right to know the final price before confirming a purchase, and in this case, that right was violated.
  I request a thorough review of this case and a fair resolution that includes a full refund of the improperly charged amount.
  
  Sincerely,
  
  ******** Gaspar ********

• Initial Complaint

  01/16/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  While going to the website for the ************* in ****, ****** and wanting to purchase a ticket for a play, apparently the Ticket Fulfillment Services entered that website to order tickets. I had no idea how much tickets were as i had never ordered tickets from the *************. I did not know I had been transferred to a different website as I was shown a floor plan for tickets. I chose section * and was guaranteed a seat in that section but no seat number. When I went to pay my total cost for this ticket including a $39.00 service fee was $184.95. When I found out that the ticket should cost $60.00 for a ticket in the * section, I contacted ******, which I used for payment, to cancel this and get a refund of the extremely overpriced ticket that should not have appeared on the Tower Theater website, I was given a phone number to call the seller. I called the number and it was answered by a person with a heavy accent to his English which I had a very hard time understanding. I said I wanted to cancel this transaction and get a refund. This was within 10 hours of the purchase. I was told I could not get a refund. I asked to speak to a supervisor, but I was told they do not take phone calls. I have filed a dispute with ****** also. I will call my credit card company also.

  Business response

  01/27/2025

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. The customer has stated that they believed they were purchasing through the website for the venue or of the event itself. However, it should be noted that the marketplace web address and website branding are intentionally different from those of any other site. The top of the website homepage clearly states, [TFS] is a trusted secondary marketplace. Prices set by sellers may be above or below face value. Furthermore, the top of all event pages on the marketplace clearly notify customers, We are a leading ********************** resale marketplace. Ticket prices may be above or below face value. We are not owned by or affiliated with any venue, box office, team or performer." As such, we are able to provide the following information.
  

  At the time of purchase, in order to complete their order, the customer completed a multi-step user driven checkout process. After selecting the ticket listing they preferred, they were presented with the delivery method as well as the expected delivery date, and were then directed to input their email address. Please note that here, customers are provided with an order summary that displays the event details, ticket location, and number of tickets the customer has selected on the right-hand side. This summary also detailed the price per ticket, all fees, and the total charge of $184.95 in bold text prior to entering any payment information. Once the customer input their payment and billing information, they were prompted to click Continue and under this button it states: Your account will not be charged yet. Then, our customer was required to select a check box signifying their agreement to these terms stating, "I agree to the Terms & Privacy Policy. I have reviewed the order summary below. I understand that this site displays resale tickets and that prices may be above face value. I understand that this site is not affiliated with any box office or venue. All sales are final. There are no refunds, exchanges or cancellations. All prices are listed in US Dollars. [...]" In order to complete the purchase the customer needed to click "Place Order" under which is stated "By clicking "Place Order", your credit card will be charged $184.95. which includes ticket, service, and delivery fees." At which time the customer proceeded to complete their purchase.
  

  Due to the nature of the secondary marketplace, neither *** nor the marketplace are affiliated with any artist or venue and do not own or generate tickets. Since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. This means that a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. Prior to receiving this claim we addressed this matter with the customer and consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to customer service so that they may be addressed.
  

  Regards,
  Ticket Fulfillment Services

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 4 tickets totaling ****** from Ticketmaster on July 8th for a concert. The concert was Chi-Blues Fest in ******************. I purchased these for my mom, her sisters, and myself. On 8-8-24. Ticketmaster sent me an email communicating that the concert, scheduled for 8-10-24, was cancelled.The email also communicated that everyone would receive a refund. I used Pay *******************. I was told the refund would occur when the promoter returned the money to Ticketmaster. After waiting, I disputed the charges. ************* gave me a credit, but later reversed the charges.They reported contacting Ticketmaster and they reported no refunds. I immediately contacted them by sending written documents regarding my refund that was promised. Pay PAL ended reversed the charges without asking for evidence. Since this time Ive contacted Ticketmaster at least 25 times. They reported receiving the money from the promoter, but that the return transaction kept being rejected. I then contacted pay pal and synchrony Bank at least ***** times. Finally on 11-22-24 Ticketmaster communicated that the refund was successful and that I would receive it within 7-10 days. Now ******* reports not receiving it and Ticketmaster reports successfully returning the money. Ticketmaster could not produce a transaction number- for my reference.I am a good customer who made a purchase. I have a good job and good credit. I would have no reason to lie or manipulate. I also feel that I deserve this promised refund. I am desperately asking for your assistance.

  Business response

  01/14/2025

  Thank you for reaching out to us at Ticket Fulfillment Services, we appreciate this opportunity to address the customer's concerns. However, upon further review it appears the information provided on this claim does not pertain to any order placed on the online marketplace's website. 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 the online marketplace, we encourage them to provide a valid order number or contact the customer service department directly for further assistance. 
  
  
  Regards,
  Ticket Fulfillment Services

  Customer response

  01/19/2025

   
  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.
  

  Since entering this complaint,  I received a full refund from ticketmaster/******.  My thoughts are contacting BBB pushed this along for resolution.  This was an unnecessarily long process and has been extremely frustrating.  

  
  ***** ****** -******

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction occurred 1/1 for parking reservation on 1/2. The site user interface allowed me to select a lot adjacent to the Superdome, however, when I accessed my parking pass it was 22 minutes away from the stadium. This is not safe for my three kids to walk that type of distance, especially when the information provided to us about the parking pass was much closer. This level of misinformation is negligent by the company.

  Business response

  01/10/2025

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") does not sell tickets.  Rather, it processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.    
  
  
  Please note the online ticket marketplace has been in contact with the customer via email and offered an amicable resolution. At this time, they consider this matter resolved. If the customer has further questions regarding their order, we encourage them to contact the customer service team for assistance. 
  
  
  
  Regards,       
  Ticket Fulfillment Services 

  Customer response

  01/13/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 23, 2024, I purchased 2 tickets for the Anyma performance at the Sphere in ********* on 12/30 for $******. My friend bought the ticket with me and he received it within five minutes. Despite waiting six months, I did not receive the tickets as promised. Considering the event falls during the busy holiday season, I had to purchase additional tickets to finalize my travel plans. Before doing so, I confirmed that the tickets from ********* had not been delivered. Throughout this time, I contacted customer service repeatedly, only to be told that ********* could not assist as ticket delivery was the sellers responsibility. This provided no resolution or confidence that I would receive my tickets. On December 29, I was notified that the tickets were delivered. However, instead of receiving usable or transferable tickets, I was sent a link to a cryptocurrency website, I am not sure if is a legitimate or accessible format for resale or transfer. I immediately contacted customer service but was told that policy considers tickets delivered before the event as fulfilling the agreement, even in this unacceptable format. I also learned that canceling or refunding the purchase was not possible without the sellers consent, despite my numerous earlier attempts to cancel due to the prolonged uncertainty. Additionally, I discovered that tickets for the event on platform had dropped to half of what I paid (around $250 for 2 tickets now, but I paid ******). This suggests that the seller offloaded these tickets to me at an inflated price, shifting all risks onto me, the buyer. I am extremely frustrated with this experience. I waited 6 months without receiving promised tickets, faced unhelpful customer service, and bore undue risk due to inadequate buyer protections. I request the following resolutions: A full refund of $****** for the tickets.

  Business response

  01/10/2025

  Thank you for reaching out to us. At Ticket Fulfillment Services, we appreciate this opportunity to address the customer's concerns. However, upon further review it appears the information provided on this claim does not pertain to any order placed on the site. 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 the customer service department directly for further assistance. 
  
  Regards,
  Ticket Fulfillment Services

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint against Ticket Fulfillment Services LP for their deceptive marketing. I purchased two tickets on 12/22/24 to Les Misrables for 6/12/25 showing at the *********************. The total cost of the tickets was $331.31. Within one hour of purchasing I contacted their sales representative asking for a refund as I was not aware that the business was a third party seller. The sales representative refused to cancel my order of these tickets (I have a record of this conversation). I then attempted to refute the charge on my credit card, however I was discouraged to file a dispute by my credit card company because they stated that this business regularly wins such disputes. I am seeking a full refund of my purchase based on the following supporting arguments: 1) In responses to complaints filed by other individuals, the business claims that "The top of the website homepage clearly states, [TFS] is a trusted secondary marketplace. Prices set by sellers may be above or below face value." I argue that this statement is not clearly visible to the consumer as the statement is no longer visible after scrolling down, which is required to view the available options. This statement appears on other pages of their website when purchasing but again, the required scrolling hides the statement. 2) In the recent court case *************************** (2023), it was ruled that ******'s search engine is an illegal monopoly of advertising technology. I believe that this business has profited through ******'s illegal monopoly by ensuring that their website is found before the event centers website, allowing for tickets to be sold at inflated prices. 3) The business currently has a no refund policy on purchases of tickets. However, as the tickets are yet to be received, the product/service has not been fulfilled. Therefore, I question the legality of this policy as in most businesses you pay after the fulfillment of product/service or pay a cancellation fee. 

  Business response

  01/06/2025

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.
  
  Once the customer selected the ********************** listing they desired for Les Miserables, they were able to see the tickets available. Once selected, they are taken to a page with an in-depth description of their ticket information, event details, ticket quantity, delivery method and any other notes related to the tickets. After confirming their selection, they were directed to input their email address. Please note that here, customers are provided with an order summary that displays the event details, ticket location, and number of tickets the customer has selected on the right-hand side. This breakdown detailed the price per ticket, all fees, and the total charge of $331.31 in bold text prior to entering any payment information. Once the customer inputs their payment and billing information, they were prompted to click Continue and under this button it states: Your account will not be charged yet. Then, the customer is required to select a check box signifying their agreement to these terms stating, I agree to the Terms & Privacy Policy. I have reviewed the Order Summary above. I understand that this site displays resale tickets and that prices may be above face value. I understand that this site is not affiliated with any box office or venue. All sales are final. There are no refunds, exchanges, or cancellations. All prices are listed in US Dollars. Some venues may require proof of vaccination or negative COVID test. You are responsible for checking venue health and safety requirements for entry." Below the terms, the customers order total breakdown is reiterated. Directly below the Place Order the customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $331.31 which includes ticket, service, and delivery fees" at which time the customer proceeded to place their order.
  
  Due to the nature of business on the secondary marketplace, Ticket Fulfillment Services is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on the site are done so by the individual seller, not Ticket Fulfillment Services, based on their personal assessments regarding a range of factors including customer demand. Since customers are purchasing *********************** owned and listed by individual resellers, we must ensure that the 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 receiving this claim we thoroughly discussed this matter with the customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to the customer service department so that they may be addressed. 
  
  Regards,
  Ticket Fulfillment Services
  

• Initial Complaint

  12/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  No where on the site where tix were purchased was there info about this company being a resale tix broker. Also NO additional fees appears at any time until the grand total of $508 reflected an additional $116 in extra fees. Very sneaky & misleading! They are affiliated w/ Ticketmaster I believe as that name shows up at the end. I would never have bought them if I knew that. Ticketmaster has huge service *********** rip people off at every turn.

  Business response

  12/31/2024

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. The customer has stated that they believed they were purchasing through the website for the venue or of the event itself. However, it should be noted that the marketplace web address and website branding are intentionally different from those of any other site. The top of the website homepage clearly states, [TFS] is a trusted secondary marketplace. Prices set by sellers may be above or below face value. Furthermore, the top of all event pages on the marketplace clearly notify customers, We are a leading ********************** resale marketplace. Ticket prices may be above or below face value. We are not owned by or affiliated with any venue, box office, team or performer." As such, we are able to provide the following information. 
  

  At the time of purchase, in order to complete their order, the customer completed a multi-step user driven checkout process. After selecting the ticket listing they preferred, they were presented with the delivery method as well as the expected delivery date, and were then directed to input their email address. Please note that here, customers are provided with an order summary that displays the event details, ticket location, and number of tickets the customer has selected on the right-hand side. This summary also detailed the price per ticket, all fees, and the total charge of $508.90 in bold text prior to entering any payment information. Once the customer input their payment and billing information, they were prompted to click Continue and under this button it states: Your account will not be charged yet. Then, our customer was required to select a check box signifying their agreement to these terms stating, "I agree to the Terms & Privacy Policy. I have reviewed the order summary below. I understand that this site displays resale tickets and that prices may be above face value. I understand that this site is not affiliated with any box office or venue. All sales are final. There are no refunds, exchanges or cancellations. All prices are listed in US Dollars. [...]" In order to complete the purchase the customer needed to click "Place Order" under which is stated "By clicking "Place Order", your credit card will be charged $508.90 which includes ticket, service, and delivery fees." At which time the customer proceeded to complete their purchase.
  

  Due to the nature of the secondary marketplace, neither *** nor the marketplace are affiliated with any artist or venue and do not own or generate tickets. Since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. This means that a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. It should also be noted, on 12/18/24, valid tickets were provided to the customer prior to their event, their order was fulfilled in accordance with the 100% Guarantee and as such their order does not qualify for compensation. As all order details and terms were sufficiently displayed prior to the customer completing their order we consider this matter closed. If the customer has any additional concerns pertaining to their order, we encourage them to contact the customer service department.  
  

  Regards,
  Ticket Fulfillment Services 

  Customer response

  01/06/2025

   
  Complaint: 22720528
  
  I am rejecting this response because: I would like to see a screen shot of the last 3-4 steps of the transaction showing the $116 fee added to the ticket price. I have no recollection of that fee appearing or outlined in the transaction before completing it. 
  
  Sincerely,
  
  ***** *******

  Business response

  01/15/2025

  Thank you for responding. We appreciate the opportunity to further address the customer's concerns and clarify the marketplace policies. As previously stated, as a secondary resale platform neither *** nor the marketplace through which the customer purchased are affiliated with any artist or venue and do not own inventory. This information is stated at the top of every page on the marketplace website. To this end the market place is not affiliated with, nor does it direct customers from,  any primary market or venue website. 
  

  On 12/18/24 the customer selected a ********************** listing for ***** ******** And *** ******** which was listed at $182.00 per ticket. During the checkout process a detailed order summary is displayed on screen and informs the customer of their event details, price per ticket, and applicable fees. This information was fully disclosed after the customer entered their email address and selected a ticket delivery method, but before they were asked to enter any payment information. At the bottom of this page and above the "Place Order" button it was stated, "By clicking, Place Order, you agree to the Terms of Use including refund terms and Privacy Policy. You also acknowledge that this site is a resale marketplace and that your credit card will be charged $508.90, which includes ticket, service, and delivery fees. All prices are listed in US Dollars. All sales are final." Finally the customer clicked the "Place Order" button to complete their purchase.  
  

  As previously stated, since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. This means that a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. It should also be noted, on 12/18/24, valid tickets were provided to the customer prior to their event, their order was fulfilled in accordance with the 100% Guarantee and as such their order does not qualify for compensation. As all order details and terms were sufficiently displayed prior to the customer completing their order we consider this matter closed. If the customer has any additional concerns pertaining to their order, we encourage them to contact the customer service department.  
  

  Regards,
  Ticket Fulfillment Services 

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