Full Access Entertainment Did not deliver tickets/did not refund Melville New York

The person who posted this complaint about me did not even leave their real name, so "Hi my name is Andy, and that's the first lie I'm going to tell you" seems to fit here.

As the Manager of Operations this is an issue I deal with on a regular basis. What many people do not understand is that we are a wholesaler and broker of event tickets, we operate on a secondary market and are in no way affiliated with any box office, venue, team, or performer. As such, we are bound to the very same terms and conditions as anyone who chooses to purchase tickets directly from a box office or venue. Now policies do vary venue to venue, but in general any box office will only guarantee delivery within 48 hours of an event.

That being the case, it is clearly stated on every website that we own that:
#1 - delivery methods are merely descriptive of the type of service that is available and does not imply a guaranteed delivery date.
#2 - All policies, terms, and conditions are clearly listed on each website, AND before a client is even able to proceed with checkout they MUST acknowledge that they have read, understand, and agree to these conditions. If a client chooses to check that box without actually reading the terms there is no way that myself or the company I work for can be held accountable.

In this particular case the tickets were not released from the venue's box office/ticketmaster until later than expected which set back the delivery date, and is unfortunately something I could not control. When it became obvious that these tickets were not going to arrive to the customer in time for the event we, Full Access Entertainment, took the neccessary steps to get this client replacement seats. Every order is guaranteed 125%, we stand behind every order we accept. The replacement seats could not be shipped due to time constraints so it was neccessary for the client to pick up her tickets at another agencie's office that was close to the venue.

For the inconveninece the client was promised a FULL refund and was NOT charged for the replacement seats, so... we gave this client FREE TICKETS, all she had to do was pick them up. The client agreed to pick up her now free tickets and enjoy the concert, however, the following Monday when I arrived at my office I had a voicemail from the ticket agency this client was supposed to pick up her tickets from stating that she in fact DID NOT pick up her tickets.

When the client was contacted to see why she did not pick up her free tickets her only explanation to me was a threat of character defamation. This after she was already offered a full refund and FREE TICKETS. Why would a person refuse free tickets when they had already driven 4 hours to see a show?

So essentially, after the money that was spent purchasing this woman's original tickets added to the cost of the replacement tickets, we spent more than $1500.00 trying to "make good". We stand behind ever single order we accept and there was nothing that was going to make this woman happy, short of turning her water into wine.

In response to the amount of time it took to process her refund... security features of our websites do not allow us to view entire credit card numbers, information that is needed to process a refund or credit, as PCI Compliance Guidelines require refunds and credits be applied to the same card that was used in the purchase. In addition, research needed to be conducted in order to verify that the clients outrageous claims of misconduct by employees were valid. The client refused to provide the information that would help us to help her in a timely manner, and she admittedly , with wild threats, withheld this information in an intentional attempt to push our customer service rating down with national rating agencies because she was too lazy to read the terms and conditions of the sale before completing it. In general, once a refund has been processed it make take anywhere from 10 to 15 days depending on the day a batch is run and depending on the policies of the credit issuing bank, any delays were derived from the clients refusal to give us the information we needed.

This woman was angry because she did not read the terms and conditions that she acknowleged reading when she placed her web order, and has made every attempt to harrass and punsh us for her own negligence.

This client was not only given a full refund for her original purchase, but was also compensated with an additional amount of money applied to her credit card AND had FREE REPLACEMENT TICKETS made available for her to pick up within a reasonable distance from the venue well before the start of the show. We went above and beyond to correct this issue, including taking a large monetary loss just to make sure she could get into the concert, customer satisfaction has always been our number one priority, no matter the cost.

My personal opinion is that this woman is nothing more than a bitter and miserable housewife with nothing better to do than project her own frustrations on someone who, if she would have listened or god forbid read the terms clearly posted for her, did everything in their power to make her happy and correct an unfortunate and uncontrollable situation. Never in my life have I ever been confronted with such a malisciously ignorant human being.