Complaint Review: Ticketliquidator.com

I am an employee of TicketLiquidator responding to the commentary from the above customer. I realize that the incident occurred quite a few years ago, but did want to clarify a few things...

To begin with, we at TicketLiquidator are an international marketplace where ticket sellers (both registered companies and trusted individuals) advertise, re-price, and re-sell tickets to events. This means that we at TL don't directly own, price, nor ship the tickets available on our exchange. All that responsibility is in the hands of the individual sellers who resell tickets through us. So, as a result, when the above customer mentions receiving a phone call, the phone call he or she received was from the ticket seller of their purchase, not TicketLiquidator.

Having said that, it is indeed true that event tickets sometimes aren't distributed or even printed until within weeks of their event. After that, they then have to make their way to another party (the seller) before reaching the end buyer. There's therefore an occasional chance that event tickets cannot ship out immediately after order placement. (This situation is increased occasionally when resellers access tickets from other resellers -- this expands the supply chain.)

Please nevertheless note that, once an order is Accepted by the seller, any delivery delays do not contradict the principle that customers are guaranteed their tickets in time for the event!

In this case, it would appear that the seller from whom the customer purchased accidentally oversold the tickets concerned and didn't realize this until closer to the event (likely after receiving the tickets from their supplier). The seller then contacted the customer to try and make amends by offering alternative seating. Customers in such (albeit rare) cases have the right to accept any proposed alternates or reject them.

If a customer rejects the alternates, and the seller isn't able to supply equivalent or better seating, the seller must cancel the ticket order and refund the customer 125% of their ticket order total, per our Worry-Free Guarantee (http://www.ticketliquidator.com/guarantee.aspx).

If a customer accepts any proposed alternate tickets, as the customer did in this case, the ticket seller is free to provide those alternates (alongside any price adjustments requested by the customer) and the ticketing situation is considered closed.

Importantly, the TLC 125% guarantee is designed to compensate customers for the inconvenience of canceled orders and also ensure that ticket sellers are punished fully for violating our policies. TL also punishes sellers for rejecting Accepted ticket orders by limiting their rights to resell tickets on our exchange and sometimes even expelling sellers outright from our marketplace.

Added to that, we at TL also offer customers personalized discounts in those cases when a ticket seller cancels an Accepted order, in order to help customers access new tickets to the event concerned -- this discount obviously being in addition to the extra 25% refund per the 125% guarantee.

Regarding the customer above, it would appear he was not aware of his rights as a consumer to reject his seller's offer -- so, if the customer reaches us at customersupport@ticketliquidator.com, we will be more than happy to offer a generous discount on a future purchase.