Complaint Review: TicketLiquidator - TicketLiquidator.com - TicketNetwork - TicketNetwokr.com - Vernon Connecticut

I am an employee of TicketLiquidator and I am responding to the comments made against the company by Tracy. Overall, Tracy makes a number of points, so let me address these one at a time. To begin with, I should first explain briefly what TicketLiquidator is and what we do for those not in the know. To begin with, TicketLiquidator does not own the tickets that are posted on our website. Those tickets are actually possessed by a large number of different people and licensed ticket sellers across the country. These sellers post the tickets they have for sale on our website for the public to view and (if they're so inclined) to purchase. In short, TicketLiquidator and other secondary market websites are like an E-bay for tickets. As such, we do not price the tickets on our website nor do we posses them or ship them out. In most cases, we don't even charge your credit card when you purchase through us. All that is handled by the individual seller, who lists and actually has the tickets. Furthermore, these sellers price the tickets for whatever they think the public is willing to pay. Now, that said, concerning Tracy's complaint First, Tracy says that she ordered tickets from one of our sellers, received an e-mail verifying that she had placed her order, but never received the confirmation e-mail from the ticket seller that was allegedly promised within 3 days (the confirmation e-mail is required for an order to be considered accepted by the seller). Unfortunately, I do not believe that Tracy is remembering this incident correctly. We at TicketLiquidator we do not guarantee our customers that they will receive a confirmation e-mail within X number of hours or days. That being said, it is true to say that our ticket sellers typically only take 1-2 days to confirm an order. Occasionally, though, a wide number of reasons prevent them from doing this so speedily. Evidently, this happened in Tracy's case, prompting her to receive an e-mail from "Stephanie." In that message, Tracy claims Stephanie told her that everything was fine with the order. But this statement is a rather general one whose meaning is not exactly clear. Perhaps Stephanie simply e-mailed Tracy to reassure her that her order information had been RECEIVED by the ticket seller. Indeed, this reassurance could have been merited due to the over-3-day confirmation time. Please note, too, that RECEIVING an order is not the same thing as CONFIRMING one. Possibly, indeed, Stephanie did not sufficiently delineate this distinction in her e-mail to Tracy. Consequently, Tracy came to believe that her order was confirmed when it actually never was. (The best evidence for this is the fact that Tracy never mentions receiving a confirmation e-mail FROM THE SELLER. Only upon receipt of such an e-mail is the ticket order considered accepted and inviolable.) Second, Tracy claims that Stephenie said the tickets she purchased weren't going to be shipped until October. Typically, yes, some tickets aren't available for shipping until 2-4 weeks prior to the event itself. This is because promoters often don't print and/or distribute tickets until that time. Thus, Tracy ordered her tickets in September for a November event. Therefore, it follows that the tickets would not be available until mid-late October. Stephanie probably took the opportunity to let Tracy know this in case the order she placed was later confirmed. (Customers often expect all tickets to ship immediately and so it is only fair to emphasize the exceptions.) Third, Tracy says that, after a month had passed, she repeatedly tried calling and e-mailing us about her tickets without getting a response or a live person on the phone. On this issue, I must express surprise and dismay at the accusations of poor customer service made by Tracy. Indeed, our Customer Support team is an extremely responsive one. We have thousands and thousands of happy customers and a very high call center satisfaction rate. Therefore, I'm not sure why Tracy allegedly couldn't access us via phone or e-mail. Now, if there was a glitch in customer service here, I must apologize to Tracy. But any such glitch would be an abnormality in our everyday business operations. One possible reason why no one responded to Tracy immediately could be that they were checking up on her order with the seller and waiting to hear back from the latter. It is also possible that Tracy did indeed receive e-mail responses from us but that these (not uncommonly) ended up being submerged in her junk folder. Specifically, we usually e-mail customers with a nice little note if they contact us or try to contact us while we're still investigating an order situation. The use of a different e-mail server to relay this message from that used previously might have caused this e-mail to be dubbed "spam" and barred from Tracy's inbox. Fourth, Tracy claims that, when she finally got a hold of Stephanie, she learned that the tickets she purchased were no longer available. On that note, I am not sure why Tracy's tickets were no longer available, because she does not provide enough information in her complaint for me to go back and check our records. Regardless, it is extremely unusual for ticket orders to be cancelled so late after their order placement. Usually, indeed, if ticket sellers can't confirm an order, it is rejected within 1-2 days. The time lag in this case leads me to believe that something happened at the last minute that affected the October ticket distribution for the Packers/Vikings game. (This would explain why it took until October for the ticket seller to inform us that he couldn't accept the ticket order.) Sometimes, indeed, promoters and teams decide to withhold tickets from circulation at the last minute in order to give them to connected individuals and VIP club members. That aside, I am very sorry for the late cancellation in Tracy's case, but, again, it is hard for me to comment exactly on the situation without being provided more information. Fifth, Tracy claims that she spoke with a manager, who hung up on her. Concerning this matter, I take issue with the claim that anyone "hung up on Tracy. The only time managers or customer service representatives ever terminate a call is if a customer becomes verbally threatening. Outside of that scenario, our call center employees are trained to take whatever the public throws at them and I must say they do it with stoic fortitude. Unfortunately, again, because Tracy doesn't provide enough information about the specificities of her order, I cannot check our order notes to see exactly what happened in her phone conversation. Sixth, Tracy is angry that we did not provide her with equal or better seats than the ones she originally purchased, per our Terms and Conditions. In fairness, Tracy is indeed correct to say that our Terms and Conditions state that ticket sellers are obliged to provide customers with tickets of equal or better value for no additional fee. Please note, however, that this rule only applies when ticket sellers cancel an order AFTER FIRST ACCEPTING IT. Of course, Tracy claims that her order was indeed accepted by the seller (when Stephanie told her it was fine). However, again, we don't know what Stephanie actually meant when she said the order was fine" (or if she even said it). Similarly, Tracy never claims that she ever received a confirmation e-mail from the ticket seller. As a result, the order concerned was never truly confirmed and thus the ticket seller didn't have to provide Tracy with seats equal to or better than those she originally sought to purchase. In short, we did not violate any of our Terms and Conditions and the ticket seller was within his rights to offer Tracy better seats at their (higher) market value rather than at a reduced price. All in all, therefore, I have this to say: The order situation experienced by Tracy was an anomaly in terms of the time taken to reject the order and, for this, Tracy deserves apologies from TicketLiquidator. Once again, it is extremely, extremely, extremely rare for order confirmations by ticket sellers to take so long and to be such a burden on the customer. However, none of the grander accusations brought by Tracy ring true or are supported by the evidence that she provides. Personally, I think the frustrating situation she was put through involved more misunderstanding than it did anything else. Of course, this is our fault insofar as uncertain communication made the order experience referenced above confusing for the customer. But our business in no way violated our Terms and Conditions in dealing with Tracy and thus no action taken by us merits the scope of her condemnation. Indeed, TicketLiquidator, far from being a scam, actually has a long reputation of being a reputable, respectable, and dependable ticketing website: http://www.ticketwood.com/brokers/ticketliquidator.php http://www.starreviews.com/Ticket-Liquidator.aspx http://www.tickets-review.com/reviews/ticketliquidator.shtml http://www.ticketbrokerratings.com/