Holly B.

I will avoid purchasing from this site again. I was excited to see Amaranthe announce a 2020 tour and they were coming to Cincinnati, It's a 3 hr drive for us. I bought tix on 11/14/19 (The show isn't until almost a year later, 10/2/20). A few weeks later, they announced a closer show, Cleveland, which is only 45 min away so naturally it doesn't make sense for us to drive all the way to Cincy.
I emailed the company several times, just kindly requesting that our tickets could be transferred, or cancel them and re-buy the Cleveland ones. The Cleveland tix were much cheaper, but I said you can keep the difference, no refund or partial refund needed, we just need to move the tickets to Cleveland, EntertheVault sold tickets for Cleveland. We had no idea when we purchased them that they would announce more tour dates and we can't really afford to buy tickets to both shows.
After several emails getting no response I finally heard back in a grammatical broken-English mess of an email (I think it's just one guy that runs the whole company), that there's no way to cancel since I agreed to their terms. I know their terms state all sales final, but I was just asking for this tiny amount of customer service, I just wanted an even exchange for another location, the additional money stays with them. Plus the show is a YEAR away, surely there's something on the merchant side he can do, it would take 2 seconds. He said "the order was made for Cincy, so the order says Cincy on it and it would be up to the venue in Cincy to change this, but the issue is the concert in cleveland is currently 5$ for GA tickets on the xmas-nye sale and the cincy concert is considerbly more this is where the problem occurs". Not sure he understood that I didn't want a refund since Cleveland was cheaper, he could keep the money, just make this so I don't have to incur the entire cost of a whole new set of tix. I just gave up.
So in the end, I had to re-buy the Cleveland tickets, but from another site, AXS, I will avoid ever getting tickets from EntertheVault again, any other site would have been on top of it with the customer service with a transaction that was so easily fixable and to their benefit, understanding that we didn't know when we bought them that a more convenient show would be added. I also noticed that if the band or the venue cancels the show, EntertheVault still keeps $10 and that is unheard of for a ticketing site, you will see many others complaining about this policy.