• Report: #706005
Complaint Review:


  • Submitted: Mon, March 14, 2011
  • Updated: Tue, March 15, 2011

  • Reported By: Gary — Saratoga New York United States of America
137 Bolton Road, Vernon, Connecticut 06066 Internet United States of America

ticketliquidator.com Ticket Liquidator Deceptive Sales Practises Vernon, Internet

*UPDATE Employee: Clarification on the Customer's Order

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I was looking to purchase tickets for a NY Knick game which, at the time, was a random mid-week game vs the Milwaukee Bucks.  I went to the company's website and chose 2 tickets that were close to the court.  Sec. 103. seats 1 & 2 were sold to me for a given price.  This money was taken from my checking account and a receipt was sent to me via email.  All set for the game right?  NO not right.

Well, it so happens that the NY Knicks make a trade that night for basketball star Carlmelo Anthony and I guess the ticket now became a tough one to get.  I thought to myself, "I'm glad I already purchased my tickets."  On the following afternoon, an email is sent to me that the tickets are no longer available.  I was perplexed, as I pressed the "BUY" button, the exact ticket location was given to me, a receipt was sent and the money was taken out of my account.  How could the tickets not be mine? 

Well, I called www.ticketliquidator.com and they told me that "everyone knows" that when you enter a ticket order it's just a "request", not a guaranteed order.  I wasn't very happy but as I talked to several people in customer service they basically made me feel like I was "stupid" and "not one" customer has ever been unhappy or complained.  Because they "ALL" know how it works.  I would guess that this situation doesn't happen every day so, that's why more complaints aren't made.

They also told me that i could call the other company that was supplying the tickets called :    
National Event Co. in Manhattan.  I did call them and they had no clue what I was talking about. I'm not surprised about this because NECO is a NY based company that sells tickets above NY state laws.  As a NY state resident, they wanted no part of my inquiry.

This report was posted on Ripoff Report on 03/14/2011 07:03 PM and is a permanent record located here: http://www.ripoffreport.com/reports/ticketliquidatorcom/internet/ticketliquidatorcom-ticket-liquidator-deceptive-sales-practises-vernon-internet-706005. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Clarification on the Customer's Order

AUTHOR: TicketLiquidator - (USA)

I am an employee of TL responding to the comments left by the above customer in regards to his ticket purchase through our site.

Briefly, I should mention that we at TL are a nationwide network through which trusted individuals and registered companies resell tickets to events. We don't directly own, price, nor ship any of the tickets listed for resale on our website, but instead provide a secure forum (like EBay) through which individuals can buy and sell event tickets.

In this case, the customer concerned placed an order through us and then learned the next day that the order had been rejected by the ticket seller (National Event Company). The concerns expressed by the customer appear to revolve around the fact that he thought his purchase was confirmed when he hit the "purchase" button on our site.

To explain further, TicketLiquidator (and our competitors', too) have a small window during which ticket sellers can choose to accept or reject any orders placed for their tickets. The reason for this leeway is because ticket sellers often sell tickets (albeit for higher prices) on other websites, too. It's therefore possible that a seller may sell a given group of tickets before being able to remove it from the TL website. Sellers then try to access more tickets for the customer concerned or, failing that, must reject the order.

Having said that, it's certainly true that we at TL do not encourage rejected orders and that very, very few orders are ever rejected. We also have a rating system in place that ranks ticket sellers and dictates their ability to utilize our ticket exchange. We use this rating system to penalize sellers for every order they reject (order rejection takes up a large chunk of the rating scale). The seller who couldn't supply the above customer's order was thus penalized for rejecting it and didn't have an incentive not to fulfill the purchase concerned. (It's additionally true that, team-changing aside, it's always risky for a seller to try and resell event tickets, because there's no guarantee there'll be able to offload the inventory in a crowded, competitive marketplace -- so, if an order is placed, sellers are glad to fill it and secure their profit.)

Additionally, I should also point out that, once a seller accepts an order, they are pledged to provide it, and, if they don't or can't, the customer is due a 125% refund (on top of numerous other penalties imposed upon the seller).

In Gary's situation, the order he placed doesn't appear to have been accepted by the seller, but instead rejected prior to acceptance. The receipt Gary refers to is actually an email sent automatically by TL after an order is placed to confirm the customer's information and to inform customers that their information has been sent to the seller. Ticket sellers actually send separate emails when they accept ticket orders. It's also true that most sellers charge customers immediately when an order is placed. This is because ticketing prices are dynamic (always rising and falling) and so an immediate charge de facto reserves a customer's place in line for tickets at a set price (since multiple orders may come in at once for popular games). This charge is refunded by the seller when an order is rejected.

Furthermore, I should mention that we explain our order acceptance policies throughout the TL website, including in the FAQ section and also above every ticket listing (all 62,400+ of them) in the "Lowdown," where we state that "Orders are not guaranteed until accepted by the seller," and provide a further explanation in a pop-up window.

On the service issue, I certainly want to extend our apologies if the customer thought he was treated rudely by any personnel. We would happy if he would email us at customersupport@ticketliquidator.com with "RIPOFF REPORT" in the subject line and his 7-digit Order ID number so that we could investigate his order issue.

Lastly, I want to assure the customer that any tickets sold through TL are being sold in strict accordance with state and local laws (otherwise we wouldn't let sellers re-sell those tickets).

I should point out, too, that it is our policy to offer customers whose order was rejected a discount on any new purchase to help them access tickets to the event concerned.

We would be more than happy to supply the customer above with a discount on any future order, as well, and would appreciate him contacting us with any further concerns!

Please do email customersupport@ticketliquidator.com, as described, and we'll make sure the matter goes to a manager.

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