General Business: EndlessTickets.com Horror Story

Heads up: I will never again "attempt" to use endlesstickets.com

Quick story: I wanted to buy two tickets to the lions vs cowboys game in December. I look at their website, purchase two tickets, printed the receipt. 20 mins later I get a call and an email telling me the tickets were not priced correctly and that I can now purchase them from $100 more than before. Oh, and they offered a 5% discount for my inconvenience.

I repeated emailed them back saying that I will not pay more than the listed price of which i have a receipt for, and that it's their fault. Especially considering this comes right from their "policy" page, "Orders. All sales are final. Since tickets are a one-of-a-kind item and not replaceable, there are no refunds, exchanges or cancellations." No returned emails until 5 days later after I started getting a little heated about it.

Their president Matthew Spence (email matt@endlesstickets.com ) ended up telling me NO repeatedly and that it isn't their fault blah blah blah. They can't buy the tickets that cheap and lose money reselling them to me because of their mistake.

And then I get this email from him a few minutes ago after I ask him to send me the tickets for the paid for price and resolve his issue internally versus stiffing a customer:

"It does not work that way. Quit wasting my time and yours. We do not need your business."

Customer service appears to be a waste of both our times. NICE business practice

So I politely sent back

"What does not work that way? Your terrible customer service? I'll agree. And as a business owner myself, you probably shouldn't tell anyone that you don't need their business. Because from the sounds of you not being able to cover a $100 mistake you made, you sure do need any business you can get.

Best of luck and happy karma to you,

Adam

ps - I'll be sure to link you to some of my blogs and posts about how to never use your website. Good day, and have fun mispricing more tickets!"

Lesson: I'll never use them ever for anything. Stick to ticketmaster, livenation, or stub hub. Luckily they never charged my card otherwise I'd be driving to Arkansas.

Feel free to email matt@endlesstickets.com and let him know that you too think he might just be the DBOTW.

Yep. Here's the chronological order of it all, sans the first few emails of basically nothing:

First email back from EndlessTickets President (Matt) -

"Adam,

You obviously don’t understand that we are brokers. We must buy the tickets when you submit an order. If we are unable to buy them then we cannot fill the order. This happens 5% of the time. This is the same with all ticket brokerages. I saw how you compared us to ticketmaster. We are not the same as ticketmaster. We are secondary market sellers not primary sellers. We deal with one of a kind items whose availability can change at any time. That is the nature of our business. Your card was never charged and your order was never confirmed. We sincerely apologize for any inconvenience this has caused you. We simply are not in a position to correct other peoples mistakes. We would love to sell you the tickets if we could get them but we are unable to purchase them therefore we can only offer what other brokers offer us. I hope you understand the situation we are in."

My response
"Matt, I understand that you are brokers. And I understand that since you mis-marked the tickets, instead of correcting it on your end, I simply don't get tickets. Now my plans for that game are in the air and I'll have to buy some tickets since travel and stay has already been arranged. If you want my business then correct the situation. I have a BA in Marketing and a BA in Management I know that from experience a business should stand by their policies and correct mistakes if they want to stay in business and get repeat customers. Remember that finding new customers is far more expensive than retaining current customers.

I do realize that the exact tickets I've ordered may no longer be available for the Lions Cowboys game. I'll gladly pay my full $61.88 for any two lower bowl tickets to the game. If this cannot be done on your part, and yes I realize that you may lose money but you will avoid a negative reputation, I'll simply go elsewhere and avoid your business.

Good day,
Adam"

Matt's Response
"We did not misprice the tickets. The other brokers did. We do our best to fill the orders but when they can’t be filled we cannot honor a price that we did not put out there. We do our best and we will break even or even lose a little but we can’t go deep into the whole on another brokers pricing mistake. That makes now since for us."

It's me again

"Whomever is at fault for the pricing was should fix the problem. If not, i'll make sure everyone i know never stops by endless tickets. You can fix it by charging my card, sending me two lower bowl tickets. After that you can fix the problem with your broker. Ask them for the difference since it is most likely their fault. I should have already had these tickets in my possession by now."

His final response:

"It does not work that way. Quit wasting my time and yours. We do not need your business."

And then me

"What does not work that way? Your terrible customer service? I'll agree. And as a business owner myself, you probably shouldn't tell anyone that you don't need their business. Because from the sounds of you not being able to cover a $100 mistake you made, you sure do need any business you can get.

Best of luck and happy karma to you,

Adam

ps - I'll be sure to link you to some of my blogs and posts about how to never use your website. Good day, and have fun mispricing more tickets!"

Maybe we should air this out on YGG - perhaps Consumerist will pick it up too.

Please get that on Consumerist...well deserved

KMulligan - what did you end up emailing him?

Also, I just sent the story in to Consumerist

Well done KMulligan, thank you.

Oh hey, wait a sec. You guys are complaining to the wrong people.

That website is a member of BBB.

http://www.bbbonline.org/cks.asp?id=1070130145335280

I'm late on this, but man, what a shame.

Let me know whether or not he delivers. If he stays on the un-professional route, maybe we will write this up on the blog, along with sending it to the BBB, etc...