CS G.

Losing our tickets was one thing, but I've never had such poor customer service.

First, we ordered our tickets months in advance. They never came in the mail. OnlineCityTickets never notified us of attempted delivery, of failure to deliver, or of loss.

Second, they *kind of* attempted to reissue them but did not, apparently because the originally seller would not or could not. Internally, the Customer Service Department does not handle contact with sellers (so couldn't give me info), but would not connect me to their Box Office Department, either to give me the seller's name or to communicate to me what steps had been taken to try to reissue the tickets (all the CSD could say was that they were unable to reissue the tickets). Neither would they connect me with a manager or give me any way to escalate the problem.

Third, throughout the experience, both individuals were rude and dismissive. They never apologized for our inconvenience (we had someone fly out for the show as a mother's day present and this all happened the day of the show--and given this, I went out of my way not to yell).

Fourth, they couldn't tell me what happened to the tickets after they reported the loss (i. E., were they void or valid and floating around somewhere, could we try to claim the presumably empty seats, could the originally seller have simply resold the tickets?). I asked two men, who gave two completely inconsistent answers, and it was clear that they had a script, which they kept repeating to me (literally saying, "I repeat").

In sum, I'm sure the company is fine when things go smoothly, but ultimately they are a third party seller who buys from other third party sellers and who has no control over the tickets they sell. That's hardly unique. But they have uniquely poor internal policies and customer service department. They'll just cut you a reimbursement check and call it a day. So don't use them for any shows you would be upset missing.