TicketCity was founded in 1990 and during our 30 years in business we are proud to have served over 1 million customers. One of our core values is to “Deliver for our customers” and we strive to provide the highest level of service to every TicketCity customer. We have setup our business to make it easier for fans to see the events they want to attend. Our company is very customer-centric and offer multiple layers of customer support to make sure we are available to every customer.
Each year our company processes approximately 100,000 orders. Some of the customers leave an online review of our business (at Yelp, Google, Facebook, etc). A lot of those reviews are positive, and some of them are negative reviews. We take each of these reviews to heart and we read and respond to customers we are able to help.
Below are some of the positive and negative reviews that we have received over the years, and how we respond to them.
Positive Reviews of TicketCity
It is fantastic to hear positive feedback from our customers that validates the good work we do at TicketCity. We do not get too many of our best customers posting reviews online, but we do get a lot of those customer who email us thanks. Many of best customers will share photos with us of them at their event, some of which we’ve shared here and here.
If you are a TicketCity who had a great experience buying from us, please feel free to share. We love hearing that positive feedback. We take our job to our customers very seriously, so its great when we know they are having a great time working with us.
Negative Reviews of TicketCity
Every business today knows that managing online reviews is an important aspect to maintaining a company’s reputation with customers. We are proud that we only receive a handful of negative reviews from the thousands and thousands of orders we process each month, but we’re never satisfied with even one upset customer. We read and respond to those negative reviews. We will try to find solutions to help satisfy that customer if it something within our control that we are able to fix.
Do we pay attention to negative reviews? Absolutely. We work hard to try to make sure that no customer ever feels they had a poor experience buying tickets from TicketCity. A negative review sometimes means that we let a customer down, which is something we take personally. Often a negative review it means a customer is unhappy with one of the policies that govern our business, or they may have “buyers remorse”. Our policies, like not offering refunds on rescheduled events, exist to protect both ticket buyers and the ticket sellers. Following those policies means that unfortunately, there are circumstances where we cannot offer the remedy the customer is seeking.
An example of a situation that comes up which we cannot fix is “buyers remorse”; a customer who changes their mind and wants to return the tickets they already purchased. We are marketplace that lists tickets on behalf of the ticket seller and we are very clear in our policy that there are no returns, cancellations or refunds (unless an event is cancelled and not rescheduled). If a customer is not sure they want the tickets, we would encourage them to wait to buy until they have decided to attend the event.
Another complaint we receive is a customer who is upset that they paid more than the face value printed on the ticket. We are very transparent that we are not the venue box office and the tickets offered on our site may be above face value. The seller of the tickets sets the price, so in many cases the tickets offered on our site are priced above face value.
A lot of negative reviews stem from a customer having trouble downloading their tickets, or receiving the digital or mobile ticket transfer. The root cause of much of that is our emails going into a user’s spam/junk email folder, which we recommend they check. We also offer instructions on how to obtain your digital tickets, and offer a customer support team that is available 7 days a week to answer questions or assist.
Negative reviews allow us to assess our business and see where we may have an opportunity to improve. Over the years, we have made many changes to our business just based on what our customers tell us. Negative reviews are not fun to receive, but they often make us better.
Below are a few samples of the reviews we have received:
TicketCity Yelp Reviews
Yelp is the best known review site on the web with over 100 million reviews submitted. Each month, there are over 150 million visitors to their site who read up on restaurants, retail stores and TicketCity. We value those Yelp reviews on TicketCity because it is often good feedback on our company that we can address.
We make it a point to respond to every TicketCity Yelp review we receive, both publicly and via a direct message to that customer. Our goal is to understand the issue and provide remedy where that is requested. We are not able to satisfy every customer who has left us a Yelp review, but for those that do respond to us, we have more times than not been able to assist them.
We have received around 100 Yelp reviews over the past several years. Those reviews come from among the 500,000 orders we have processed during that same time period, so they are not completely representative of the experience that vast majority of our clients have. That said, we take the opportunity on each one to try to provide a 5-star level of experience, we will continue to satisfy every customer.
Review Sites Covering TicketCity
- Yelp reviews
- Google reviews
- Facebook reviews are powered by Trustpilot
- Trustpilot reviews
- Glassdoor employee reviews
How to reach us, or provide feedback
We encourage any customer with an issue or feedback to reach out to us. If your issue is for an event that has not yet happened, then please reach out ASAP so we can see explore how we may be able to assist you. Our customer service call center is available 7 days a week (7am to Midnight CST). You just need your Order # to get through to one of our service agents. Your Order # was sent to you on the order confirmation email.
You can call us at 1-800-918-2612 or email [email protected] to reach our customer service team. If you have any trouble reaching our team on the phone, then you can send us a Direct Message via our social media. Our corporate office is checking our social media accounts throughout the week, so send us a message us via Facebook or Twitter. We will do our best to resolve any matter in a timely manner.