Ticketmaster cancelled my front row tickets and replaced with back row

hotdogbird

I had purchased a front row ticket for the 3 day country2country event at london O2 arena. I spent more money than I normally would as I figured the 3 day ticket was an absolute treat being on the front row.
Going alone, I would feel safer at the front than anywhere else too. I've also booked london accommodation for the whole 4 nights too.
Anyway last week I got this:

'We’re sorry! We’ve had to make some changes to your booking...

Unfortunately, there was a mix-up with the tickets you booked – they shouldn’t actually have been released for sale through us, so they’re not available to us for this event.

Don’t worry – we’ve got you new seats!

We’ve worked with the venue and swapped you into some new seats in the same block but further back – they’ll still have a great view. To check your new seat details, log into your online account now.

Due to this, the venue have kindly offered you complimentary tickets to the lounge prior to the show. The lounge passes will be available to collect each day you attend from the main box office – unfortunately you can’t collect all 3 days on the Friday'

So these new seats are row z of block a, where as the other tickets were front row. front rowis all i wanted or else I wouldn;t have gone to the concerts and they are not offering me the option of my money back. I will also post my response to them and their further response to me. How do you think I should respond to get my money back?

hotdogbird

had this email stating the following:
"We’re sorry! We’ve had to make some changes to your booking...
Unfortunately, there was a mix-up with the tickets you booked – they shouldn’t actually have been released for sale through us, so they’re not available to us for this event.
Don’t worry – we’ve got you new seats! "

I'm not happy with the new seat, it is on row z when I had specifically wanted front row and paid a premium for this. I am not happy sitting on row Z at all. or wanting the lounge access as way of recompense either.
I want my front row seat for 3 days or I want my money back please and compensation for the absolute mess you've created ruining my christmas present and my absolute delight at front row seating. Can someone get in touch regarding this, as I'd already booked my flight to london for the event and accommodation too.
it's really a massive upset for me.
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ticketmaster reply:
Hi Emma

Thank you for your email and I'm sorry to hear of any issues with your booking.

Unfortunately the seat you previously had is not available to us. Under our purchase policy, where your tickets are for allocated seats, you have a right only to seats of a value corresponding to that stated on the ticket.

We or the relevant Event Partner or venue reserve the right (whether before or during the event) to provide alternative seats to those initially allocated to you or specified on the tickets.

Our official policy is that we can't offer exchanges or refunds for tickets unless the event is cancelled – that's in line with the agreement that we have with the venue and event organisers, and we sell the tickets on their behalf.

As there haven’t been any changes to the event itself, unfortunately we can’t offer you a refund for your booking.

I'm sorry that we can't help you further with this, but if you have any other questions please don't hesitate to get in touch.

Best Wishes,
Ashleigh
Ticketmaster Customer Care Team

How did we do? No need to reply now – we’ll send you a survey!
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Sales

Jan 16, 17:56 GMT

Ashleigh,

I'm sorry that's not good enough, I'll be taking legal advice on this. You cannot possibly expect someone to pay for front row tickets and then fob them off with row z, we are not talking any old seats here, front row to row z is not acceptable for the same price.
Do you have a copy of your complaints procedure please?
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Ashleigh (Ticketmaster UK)

Jan 16, 18:41 GMT

Hi Emma,

This has been escalated to our complaints team for further investigation - we may need to get in touch with the venue, promoter or other departments so it can take a bit longer to look into.

We will aim to get back to you sooner wherever we can but please allow up to 28 working days for a final response

Thank you for your patience while we look into this for you - we'll be back in touch with a response as soon as possible.

Best Wishes,
Ashleigh
Customer Complaints Team
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Will (Ticketmaster UK)

Jan 17, 14:35 GMT

Hi emma,

Thank you for your email, and I apologise if you are unhappy we had to alter your seating for this event.

The event organisers have made some changes to the production for this event – this can be the layout of the stage, positioning of lighting rigs or speakers – so the seats you had originally aren't being used any more as the view will be restricted.

The promoter reserves their right to make such changes as is confirmed in our purchase policy under section 8.4:

8.4 Where your Tickets are for allocated seats, you have a right only to seats of a value corresponding to that stated on the Ticket. We or the relevant Event Partner or venue reserve the right (whether before or during the event) to provide alternative seats to those initially allocated to you or specified on the Tickets.

This is never a term of our contract we ever want to have to use, but when the promoter requests we change seats we are obliged to process this change.

I'm sorry that we can't help you further with this, but if you have any other questions please don't hesitate to get in touch.

Best Wishes,
Will
Ticketmaster Customer Care Team
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to Ticketmaster

Hi Will

Thank you for your response but it’s not actually the truth is it? If you read the whole email thread you will see that the original reason you gave was:

Unfortunately, there was a mix-up with the tickets you booked – they shouldn’t actually have been released for sale through us, so they’re not available to us for this event.
Don’t worry – we’ve got you new seats!

So actually you’ve sold me tickets through false advertising. And swapping front row tickets for back row of the block at the same price is very very unacceptable.

It’s very bad business practise.
I am taking this up with legal advice as I’ve now been lied to on top of the whole disappointment too.

Please give me correct contact details for who to address my issues to.
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this was friday and I'm still waiting to here anything back.

Arthurian

I'd be tempted to go, and take a photo of whoever is sitting in your front row seat. 

JGB1955

The show has been postponed, so you'll probably get your ticket money back anyway.

SweetPotatoPie

Are they the same price? Or are they in a different price bracket? Ticketmaster are notorious for over inflated prices.