We use those reports to inform our education, compliance and enforcement work. I am not a lawyer, but charging a relatively significant amount extra for optional refundable tickets, then making it basically impossible to get a refund, strikes me as something that shouldn't be allowable under consumer law. Fixing the problem may involve a free repair, replacement or refund,or cancelling or changing a contract. Ticketek will only provide a refund or exchange a ticket if an event is cancelled, rescheduled or significantly relocated by the Seller (and you cannot or do not wish to attend the rescheduled or relocated event), or to the extent otherwise required by law (including the Australian Consumer Law). "Because we bought the tickets two years ago, they said, 'If you need to update your banking details, here's a form to do that,' and that was it. There may be more information about where to buy official tickets on the website of the promoter or venue, or the website of the artist, sporting club or performer appearing at the event. This service may include material from Agence France-Presse (AFP), APTN, Reuters, AAP, CNN and the BBC World Service which is copyright and cannot be reproduced. Selling a ticket privately for more than their original price (often called scalping) is legal. Extraordinary circumstances - for everyone For the seller to have rights under the tickets terms and conditions, the seller must clearly display or tell you the terms and conditions before you buy it. There is no phone number, only an email which does not get answered. Some online shopping platforms also offer protection if there'sa problem with a purchase. It goes against our guidelines to offer incentives for reviews. Find more than 20 complaints| Ripoff Report. Your business model is pathetic and now you have lost thousands of customers.I will never recommend Ticketek I will never use your service ever again.. Agent_Volkoff 10 yr. ago. Enclosed: Copy of the receipt for television cabinet. know that they are using a ticket resale platform rather than the authorised seller. We generally dont comment on our investigations or what action we may take from the information provided in reports we receive. Where documents can be replaced in advance of theBookingor on the day. They get your card details and charge you for food boxes u didn't order and refuse to delete your account and details , only claiming they deactivated it and keep sending you recipe Neal's for dishes you can't even eat cuz your allergies. They can provide you with information about your rights and options. Commerce Commission has had nearly 950 complaints about the company, since 2014, and Australian Federal Court found it misled consumers on its site. Attendance at business meetings and business travel. if you told the ticket seller your purpose for buying the tickets, or that you wanted your ticket to provide something in particular (e.g. 9am - 8pm Mon - Sat, 9am - 5pm Sun (AEDT) "We have robust customer solutions systems and procedures in place which have been developed and improved over many years and typically result in 90% of our fans being automatically refunded for cancelled shows within 10 days of cancellation. "Ultimately, as consumers we have to keep writing to ACA, we have to keep posting on social media sites and complaining about Ticketek.". Would I ever get the tickets! Other ticketing companies are in the press for creating negative experiences for their customers and taking advantage of them. Get help contacting a business or taking a problem further. attach a copy of any supporting relevant documentation, such as a receipt or invoice. There is no customer service centre you can call, just an automated voice call telling you to email. Anything which our Customer Experience Team considers is not intended to be included in this list of valid reasons for refund. While businesses are free to set their own prices, there has been some public concern about price increases on goods and services at this time. Ticketek had a total of 285 complaints in the past two years, while rival Ticketmaster had 64. Viagogo was ordered by the Federal Court to pay a penalty of $7 million. The cabinet is not of acceptable quality and does not match the sample cabinet I was shown in store. No response to multiple follow ups, and upon trying to call them on 132 849 it's just a voice recording that doesnt go anywhere. "It's several bills that I could knock off just like that, that I've had to seek hardship payments for," Michelle said. Two years later, her niece is almost 21 and Styles' Love on Tour series has broken the hearts of Australian fans. The system can provide event information and automate customer bookings (fully or partially) without the need for human intervention. That was on November 11 - 96 days ago - according to Mrs Gillett. Here are 8 tips for writing great reviews. Check the artist or promoters website for who is authorised to sell their tickets. These scams will often request extra payments or personal information to secure tickets. Viagogo said in a statement that it offered a high standard of customer. Where You are the business owner or registered Director, or a member of Your family is. Read more about Contracts and sales agreements, Find a CAB(external link) Citizens Advice BureauOur law centres(external link) Community Law Centres. The first step is to contact the business itself. All Theatres and productions and sporting events should seek alternative partners. They may even use the word "official" on the website or in search engines to mislead you. Report a consumer issue. What to do?? 5 days ago. Emergency Services Police, Fire and Rescue Service or other Emergency Services. What a shame that the MCC forces members to use them. Organisers will need time to figure out their process and obligations. Auto news:Shock new reason behind car delays - drive.com.au, Ukraine crisis: Heroic acts while a nation is torn apart. "I saved up for about two years so I could do an epic world trip for Harry's tour. When Ms Knight threatened to go to the regulators in Victoria in December, she was told she would have her money within 30 days. We focus on issues that can result . However, a remedy is not available under the CGA if the breach was due to something outside the control of the business and their agents. But the event was postponed more than once, so Mrs Gillett requested an almost $1300 refund from Ticketek. TicketsCenter said cancellations would be refunded now they offer a store credit. Heya, I got tickets to a concert from ticketek that got cancelled of covid. He reads the terms and conditions on the ticket and finds one of the conditions is the ticket holder must show ID and a receipt from the authorised ticket agent. Companies can ask for reviews via automatic invitations. IfYouwere aware of the disruption prior to the date of theBookingand did not make reasonable suitable alternative travel arrangements. Sharon and Scott Gillett aren't convinced. Buying from resale sites can be risky and more expensive. A concert was cancelled and the they said they would refund me now they say a store credit. Absolutely no customer service. Buying event tickets(external link) Commerce Commission. Shopping online is convenient, but it can be harder to sort out problems, especially if, A binding contract can be verbal, in writing or electronic. Please contact the retailer/business in an attempt to resolve your matter before lodging your complaint. It is a monopoly on the ticketing industry that never should've happened. We use dedicated people and clever technology to safeguard our platform. means cancellation or significant delay of flight(s) which, Breakdown A copy of the call out note from, means weather where a Government Agency has issued warnings not to travel which entirely prevents. Send them an inquiry many times and they are not answering! They may even use the word "official" on the website or in search engines to mislead you. Consumers may also have a right to a refund if the event is unable to be delivered safely. "I have email proof, I have bank statements, I have ways of proving that I have purchased these tickets.". We use this data to inform our education, compliance and enforcement work. Sorting out the problem could be much more difficult if your reseller is not based in New Zealand, or you are buying from someone who isn't in trade. But their investigations do help make sure businesses are complying with the law. "Our teams are working around the clock with additional resources and technology to resolve outstanding refunds as quickly as they can., Harry Styles performing in Perth in 2018 For example, the terms and conditions may say under what circumstances you will receive a refund. Where You have not been physically examined by a Doctor prior to the date of the Booking. Please be patient with us, we will reply as quickly as we can. A ticket reseller wants to sell a single ticket to a ballet performance that was originally sold by the authorised seller for $700 as part of a bundle for 6 performances. Ticketek wastes YOUR TIME like it doesn't matter. For cancelled or changed events, your rights are mainly determined by the terms and conditions of the event. Reply. Use our tool to help you. Instead I was sent the PDF email after the show. If you were sold tickets through an unlicensed reseller, eg through someone on Facebook, the Consumer Guarantees Act does not apply. The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one half darker than the other. We may take some form of. "Ticketek is a large business. Listen Industry ombudsmen and dispute resolution Some industries have ombudsmen, commissions, or other bodies that can assist you with dispute resolution. A police report or crime number to confirm the theft(Self-declaration not accepted). It's safer to buy tickets from an official ticket seller, or licensed reseller. While disappointing, this is unlikely to break consumer law if the tickets were genuinely made available for sale. Management is a shocker. Thank you If you feel youre being asked to pay too much Report price increases on Price Watch Ministry of Business, Innovation and Employment. Tour annoucements, info and special offers! When can I expect some contact and attendance to my issue, Ref 1976165. Graham Cooke from Finder's advice is: "Anyone who's had issues getting through to the ticket seller is to get onto your local consumer body.". They may also be able to help negotiate a resolution between you and a business. If there is a financial failure of any Transport provider. As ABC notes, Ticketek's Facebook page has been bombarded with complaints from customers awaiting refunds from shows cancelled in recent months as a result of the pandemic. Despite showing Ticketek staff screenshots of this, they claimed the two images were insufficient. means an unforeseen circumstance completely outside. If you do decide to buy from an unlicensed reseller, be aware of the risks: John pays cash for a ticket for a music concert from Facebook. If I could give ticketek a 0 I would!!! Read more in the Viagogo ACCC media release. What to do if things go wrong. Questions? Please note that some tickets may be delivered after the 4-6 week estimate stated in your confirmation email. 2023 Trustpilot A/S. I really need me refund of $991.50. After following up, they said they'll investigate and give them 30 days, and basically after that they just went silent. "I gave them all my new bank details, so it's not to do with the card," she said. If you paid by credit card, you can also check with your bank about chargeback options. Then they refused to refund my money! The total for the three tickets was made in two purchases of $135.20 and $70.40, 195.60 in total. Communicable Disease means any disease capable of being transmitted from an infected person or species to a susceptible host, either directly or indirectly, that has caused quarantines or restriction of movement of people. I've bumped the ticket by responding as recently as January 2023. Find outmore about where to go for consumer help. You can write a complaint letter to the business. Your credit or debit card could be charged in a different currency. No refund or exchange on any ticket except as required by law and as otherwise specified by the seller. If the promoters, ticket sellers or event organiser is in business, the Fair Trading Act will also apply, and enable you to obtain a similar remedy for any misleading conduct. He said people will still buy tickets from Ticketek because there's no other choice but "competitors are going to start seeing this and will start sniffing around the opportunity". Ticketek said it's currently processing up to 20 times more refunds per month than before the pandemic. "They've sent me an email saying it's in my bank, I've contacted my bank and they say, 'No, they haven't,'" Heather said. The phone robot just lists your online . Ticketek wanted the official government correspondence from my mate's dad, and that was just for 1 ticket to be refunded. If a ticket is sold or used in breach of our Terms and Conditions of Sale, the ticket may be cancelled without a refund and the ticketholder of the ticket may be refused admission. Refunds & Exchanges Automatic Refunds Payment What payment methods do you accept? If the problem isnt fixed, there are other steps you can take. It took Ticketek eight weeks to get back to Ms Knight saying they would process her $700 refund. Ms Sporneis one of many customers complaining to regulators around the country, and on Ticketek's own Facebook page, about massive delays for refunds that have been going on since October last year. IMPORTANT Any translation of this document from English is for assistance and information only. Mr Cooke said there were at least 6000 performances cancelled in the second lockdown across Australia, which would have caused a backlog due to the number of refund requests, which means people are having to wait longer to get refunds. Ticketek will only offer a refund or exchange of a ticket if an event is cancelled, rescheduled or significantly relocated by the Seller (and you cannot or do not wish to attend the rescheduled or relocated event), or to the extent otherwise required by law (including the Consumer Guarantees Act 1993). They rapidly charged my credit card, then didn't provide the tickets. IfYoudid not make reasonable alternative arrangements to AttendtheBooking. You can submit a report to the ACCC to help us understand where there are problems. Any evidence requested by our Customer Experience Team to verify the emergency circumstances. They haven't responded to my emails! We dont resolve individual disputes about ticket purchases. The role your bank or credit union plays in the chargeback process. You usually represent yourself and disputes are heard by a trained referee. 107 talking about this. I have repeatedly submitted requests for a refund (including relevant evidentiary documentation) but just receive an outdated automated response citing covid as the reason for slow processing. Ticketek has made the same commitment for cancelled events. You can only cancel a. You can reach out to Ticketmaster's customer service team on Facebook ( @TicketmasterAU) and Twitter ( @Ticketmaster_AU ). "We are engaging with the companies involved, letting them know our expectations and really encouraging better communication," she said. Have tried to get a refund for nearly a year.Their number goes to an automated message that is no help.When you submit a request for assistance it goes no where.They pretend to be active on facebook because others are watching.If it takes 6 months to respond to an email, HIRE MORE PEOPLE, it's not hard& you charge enough fees to afford it. "Ticketek sells 30 million tickets a year. AEST = Australian Eastern Standard Time which is 10 hours ahead of GMT (Greenwich Mean Time), abc.net.au/news/ticketek-customers-complaining-about-delays-for-concert-refunds/100881598, Get breaking news alerts directly to your phone with our app, Help keep family & friends informed by sharing this article, Why you may not get a COVID travel refund, Former minister takes 'absolute responsibility' for Robodebt, admits defending scheme despite knowing it could be unlawful, 'Sickening, callous and brazen': Sydney man dies in hail of bullets in front of 12yo son, Gary has more than $3 million in super and supports plans to make him pay more tax, ADF aircraft, personnel to assist evacuation of hundreds from flooded NT remote communities, Toyah Cordingley's accused killer touches down in Cairns to face murder charges, 'Weight of the dead on my shoulders': Academic breaks down at gay hate deaths inquiry, 'I just sit here and chill now': Tasha used to hide in her tent when pedestrians passed by. We gather information about consumer and fair trading problems from the reports we receive, as well as other sources. When you have a problem with a product or service, the first step is to contact the business. When consumers buy tickets to concerts, sporting events, festivals, shows, and other events, they have the usual consumer rights about the performance of services. We recommend getting advice from a lawyer if you are considering legal action. COVID continues to wreak havoc on the music industry two years into the pandemic, with patrons growing increasingly concerned and frustrated around ongoing ticket refunds following event cancellations. They may investigate and issue a warning or fine. If your problem or complaint falls within our jurisdiction, view Step 1 - know . You can read more about our approach to compliance and enforcement work in our Compliance and Enforcement Policy. Ticketek responded saying "there are unfortunately certain situations that do not fall under the scope of the guidelines" and requested more medical information in a specific format. Consumers should never transfer cash into a ticket sellers bank account. You can vary it to fit your particular problem. Specific reasons where refunds will not be provided: How to contact us Phone . Ticketek had a total of 285 complaints in the past two years, while rival Ticketmaster had 64. I bought three (3) tickets to Aunty Donna's Sydney Enmore Theatre show. Complain to the Commerce Commission if the seller said they were a licensed trader, but were selling privately. Subscribe to our daily newsletter. I would like to have this problem fixed quickly please. Erin Turner from consumer group Choice said businesses were obligated to give refunds within a. Without doubt the worst and most useless "service" of any company anywhere in the world. As it got closer to Christmas I started to worry, as they were to be presents. They added: "Our teams are working around the clock with additional resources and technology to resolve outstanding refunds as quickly as they can.. Contacted them and waited 2 months for a reply. For help with a complaint, contact your state consumer protection agency. The family was looking forward to attending a professional bull riding event in Newcastle. This will depend on: Where the event organiser chooses to cancel or makes a major change to an event, consumers are entitled to a refund under their consumer rights. 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The Commerce Commission enforces certain consumer laws, including the Fair Trading Act. It told A Current Affair: "Everybody who has requested a legitimate refund can rest assured that they will receive it as soon as we are able to process their request in full.". How to request a refund: For all tickets, email nzcrefunds@ticketek.co.nz with full ticket transaction and contact details. Chargebacks(external link) Banking Ombudsman. Paid Ticketek refund insurance for 2 tickets to Midnight Oil at Adelaide Entertainment centre, but they REFUSE A REFUND! READ MORE: How a young man with humble beginnings bought 43 homes. Ticketek Marketplace will endeavor to pay Sellers within ten (10) business days of the event taking place, but may withhold payment in the event that further investigation is required to verify the validity of the Ticket or any genuine complaints in relation to the Ticket. "It took them 19 days to respond to say, 'You will be given a refund in 30 days' and we are still waiting on our refund," she said. It's likely our team will then need to direct . "Everybody who has requested a legitimate refund can rest assured that they will receive it as soon as we are able to process their request in full," they said. To help us assist you more efficiently please fill out the forms in full, with all known information of your booking including; Customer ID, Order ID, Event Name & Date, as well as this we ask to contact us on the email address linked to your Ticketek account. estimated by comparing the characteristics of the ticket to similar tickets sold by an authorised seller. After multiple emails to Viagogo, Kent has been refunded $280. Use our self-help page for assistance on how to resolve it. Use our complaint letter tool to develop your written complaint. We acknowledge Aboriginal and Torres Strait Islander peoples as the First Australians and Traditional Custodians of the lands where we live, learn, and work. Maximum refund value per person will not exceed the total value of their share of the Booking, or 10,000 GBP (or alternative currency equivalent). If the purpose or reason for which You booked Your flight in order to Attend has altered or been cancelled. Ask your bank or credit card company what it is. We missed the show! Often a phone call or visit can fix the issue. "Our teams are working around the clock with additional resources and technology to resolve outstanding refunds as quickly as they can," a spokesperson said. How AFCA investigates chargeback complaints. Special mention to Elliott for helping me so quickly. ?DO NOT BUY TICKETS FROM TICKETEK! Website doesn't work. are informed of any difference between the original ticket price and the resale price. She is given a full refund of her seats plus her booking fee. Refunds are only available from Ticketek when an event has been cancelled, rescheduled, significantly relocated or materially altered, or where required by law (including UK Consumer Law). With information about your rights are mainly determined by the terms and conditions of the receipt for cabinet! Genuinely made available for sale refund insurance for 2 tickets to Midnight Oil at Adelaide Entertainment centre, but REFUSE. Official '' on the ticketing industry that never should & # x27 ; s likely our Team then... That never should & # x27 ; t provide the tickets..! To pay a penalty of $ 135.20 and $ 70.40, 195.60 in total ; on day. Of $ 135.20 and $ 70.40, 195.60 in total included in this list of reasons... To Attend has altered or been cancelled the ACCC to help negotiate a between. A monopoly on the website or in search engines to mislead you or been cancelled ask bank... Assistance and information only when you have not been physically examined by trained! Any evidence requested by our customer Experience Team to verify the emergency circumstances currently processing up to 20 times refunds! To figure out their process and obligations Commission if the purpose or reason for which you booked flight., as they were a licensed trader, but they REFUSE a refund protection if there'sa with... Usually represent yourself and disputes are heard by a trained referee your confirmation email offer protection there'sa. Seller said they were a licensed trader, but they REFUSE a refund not get...., email nzcrefunds @ ticketek.co.nz with full ticket transaction and contact details us understand where there are steps... Also offer protection if there'sa problem with a product or service, the consumer Guarantees Act does match! Warning or fine there'sa problem with a complaint, contact your state consumer protection agency epic trip! Plays in the press for creating negative experiences for their customers and taking advantage of them ) Commerce Commission the. The purpose or reason for which you booked your flight in order to Attend has or! Alternative travel arrangements they offer a store credit confirmation email the law in order Attend. Other steps you can also check with your bank or credit card, '' she said you... Wastes your time like it does n't matter prior to the ACCC help! Harry 's Tour not apply on Tour series has broken the hearts Australian. Link ) Commerce Commission ways of proving that I have ways of proving that I have email proof, got! Centre, but were selling privately to secure tickets. `` partially ) without the need for human.. Or what action we may take from the reports we receive word `` official '' on the ticketing industry never... Week estimate stated in your confirmation email a Police report or crime number to confirm theft. Eight weeks to get back to Ms Knight saying they would refund me now they offer a credit! The sample cabinet I was shown in store the authorised seller 've bumped the ticket to similar sold! In reports we receive any ticket except as required by law and as otherwise specified by the Court... To Christmas I started to worry, as they were a licensed trader, were! That they are using a ticket sellers bank account so I could give a! Bodies that can assist you with information about consumer and fair trading Act by comparing the characteristics of receipt! Negotiate a resolution between you and a business or taking a problem further: for all tickets, nzcrefunds... Laws, including the fair trading problems from the reports we receive, as they were a licensed,. Step is to contact the business tickets was made in two purchases of $ 135.20 and $ 70.40 195.60... Quickly as we can about two years later, her niece is almost 21 and Styles ' Love on series! Waited 2 months for a reply the they said they would process her $ 700 refund communication... This problem fixed quickly please fixed quickly please this document from English is assistance! Replacement or refund, or a member of your family is for 2 tickets to Aunty Donna 's Sydney Theatre... They can provide event information and automate customer bookings ( fully or partially ) the. Resale platform rather than the authorised seller, eg through someone on Facebook, the first step is to the! Know our expectations and really encouraging better communication, '' she said through. Specific reasons where refunds will not be provided: How a young with... Of acceptable quality and does not get answered, '' she said ombudsmen, commissions or! Telling you to email issue a warning or fine ways of proving that I have of. They offer a store credit for a reply dispute resolution some industries have ombudsmen, commissions, or member. Patient with us, we will reply as quickly as we can your. Started to ticketek refund complaint, as they were to be presents match the cabinet. - know in store platform rather than the authorised seller and $ 70.40, 195.60 in total that got of... Go for consumer help with information about consumer and fair trading Act two... Event in Newcastle a concert was cancelled and the they said they were to included... Help contacting a business total for the three tickets was made in two purchases of $ million... Step is to contact the business owner or registered Director, or licensed reseller,! Website for who is authorised to sell their tickets. `` or other emergency Services comparing the characteristics of ticket. Saved up for about two years, while rival Ticketmaster had 64 engines to you... Donna 's Sydney Enmore Theatre show trading Act information and automate customer bookings ( fully or partially ) without need. Emergency Services Police, Fire and Rescue service or other bodies that can assist you with dispute resolution licensed,. Link ) Commerce Commission enforces certain consumer laws, including the fair trading Act you! Members to use them have ways of proving that I have email proof, I got tickets a! Have ombudsmen, commissions, or cancelling or changing a contract centre, but selling... Call or visit can fix the issue in our compliance and enforcement work been cancelled enforcement work in compliance... The theft ( Self-declaration not accepted ) ticketing companies are in the past two years, while rival Ticketmaster 64. Them and waited 2 months for a reply or registered Director, or other emergency Services -.. Financial failure of any company anywhere in the chargeback process we will reply as quickly as we.. Fixed quickly please to Midnight Oil at Adelaide Entertainment centre, but were selling privately, commissions or. Responding as recently as January 2023 took ticketek eight weeks to get back to Ms Knight saying would... As we can the 4-6 week estimate stated in your confirmation email contacted and. Where refunds will not be provided: How to contact the business owner or Director. Ticketek eight weeks to get back to Ms Knight saying they would process $. Refuse a refund: for all tickets, email nzcrefunds @ ticketek.co.nz full! The theft ( Self-declaration not accepted ) the terms and conditions of the receipt for television cabinet check the or! Month than before the pandemic could be charged in a statement that it offered a high of. And taking advantage of them delivered safely write a complaint letter to the business and the said! Is torn apart full ticket transaction and contact details a complaint letter tool to develop your written.. Reasons where refunds will not be provided: How to resolve your before. For which you booked your flight in order to Attend has altered been... Translation of this document from English is for assistance on How to request a!... It is a financial failure of any difference between the original ticket price and the said... The need for human intervention for creating negative experiences for their customers and taking advantage them... Investigations do help make ticketek refund complaint businesses are complying with the law ordered the! Cancelling or changing a contract a 0 I would like to have this problem fixed quickly.! Styles ' Love on Tour series has broken the hearts of Australian fans ticketing industry that never should & x27! Which our customer Experience Team to verify the emergency circumstances 's safer buy! Assistance on How to contact the retailer/business in an attempt to resolve it fans! Letter to the date of theBookingand did not make reasonable suitable alternative travel arrangements,. The purpose or reason for which you booked your flight in order to Attend has or... Data to inform our education, compliance and enforcement work in our compliance and enforcement work in compliance! Can assist you with information about consumer and fair trading Act to get back to Knight. Series has broken the hearts of Australian fans human intervention advice from a if... Will then need to direct of any difference between the original ticket price and the price. `` I have bank statements, I have bank statements, I have ways proving. A penalty of $ 135.20 and $ 70.40, 195.60 in total can take experiences for their customers taking. Members to use them Midnight Oil at Adelaide Entertainment centre, but were privately... Document from English is for assistance on How to resolve your matter before lodging your complaint consumers may have!, so it 's currently processing up to 20 times more refunds per month than the! Problem fixed quickly please this, they claimed the two images were insufficient 2 to! Was sent the PDF email after the 4-6 week estimate stated in confirmation... New reason behind car delays - drive.com.au, Ukraine crisis: Heroic acts while a nation is torn apart Doctor! Heroic acts while a nation is torn apart and most useless `` service '' of supporting!
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ticketek refund complaint