Do not buy tickets from Undercover Tourist

[Alesia]

(GASP!) When did they do this? The last month or so?? I just did it in March... if I'm not mistaken, it was you who recommended the practice to me.

Last week.

 

[kk in ct]

I too decided to use UT for the first time after reading many good things about them here on this site. And told three other families in our group to do the same. Two of us selected the free 15 business day shipping. On the 15th business day when the mail came and again no tickets, I emailed them to ensure they hadn't been lost. They were very nice about it but clearly had no intentions of shipping them anytime soon. Same for another family that also chose the 15 day free shipping. They ended up sending them fedex overnight to both of us. They had no explanation as to what happened to our orders. The families that selected the faster shipping did receive their tickets on time. I don't know what it is, but something is definitely different with UT recently that wasn't the case before. I would suggest not using the free shipping if ordering from them. That seems to indicate to them you're not looking for your order anytime soon.

 

[Marionnette]

(GASP!) When did they do this? The last month or so?? I just did it in March... if I'm not mistaken, it was you who recommended the practice to me.

The word came out over the weekend. Too bad for me because I just earned another 5% coupon, but at least I was able to snag $3300 worth of GCs last month for my brother and myself. That saved us over $320.

Word has it that the Target Team Member discount, which can also be stacked with the Pharmacy Reward and the REDCard discount, has also had GCs excluded.

It was good while it lasted.

 

[Kellykins1218]

Undercover Tourist is awesome! We have used them numerous times and have no complaints whatsoever. We ordered them in February for our Spring Break trip and got them the next week. I don't feel they've gone downhill at all. I wouldn't hesitate to use them again and I highly recommend them to anyone purchasing tickets.

 

[Son of Gadsden]

Just inquired with Undercover Tourist as to the status of my ticket order, as it has been weeks since my purchase. Turns out that they still have not shipped my tickets, nor do they have any intention to do so. This is despite the fact that they immediately charged my credit card for the purchase (well over $1300). They asked when is the latest date I need the tickets. No regard for or acknowledgement that I am well within my FP+ window and I'm losing out on fast passes every day (which was indicated on my ticket order). Nor any acknowledgement that they immediately charged me for tickets that they had no intention of sending before I contacted them regarding the purchase. I've demanded a full refund, but no response yet.

I'm not one to call people a liar, because everyone's experience is normally different, and I don't know the situation.

But, I believe there has been some form of misunderstanding/miscommunication between you and UT. The people at UT are great. I've had one issue with them, spoke to them in emails and over the phone and they will bend over backwards. They didn't get the reputation they have from screwing people over.

This doesn't make sense.

 

[eeyorethegreat]

Tomorrow will be 15 business days for me. So I should be receiving a shipment message from them today or tomorrow. In the pas t my tickets have always shipped well before the allotted time frame and I had them in hand before the estimated shipping time. I have ordered several times before and that has always been the case but I can't complain about service this time since the 15 day window is not up yet. I have heard on the board that shipments are slow and it very well may have something to do with the price hikes.

 

[RubySlippers]

We have also had great service from UT in the past but there have been MANY posts on this board as well as other forums that the service is not what it used to be

However, I don't believe this. I believe there has been some form of misunderstanding/miscommunication between you and UT.

Have you read this thread? There are several posters here that are saying they ALSO are having issues with UT

 

[seus-mouse]

Since BOTH universal and Disney raised prices around the same time and uT had stock of the cheaper tix to sell, LOTS of people placed orders.I ordered tix for 2 different trips that I havent even booked yet.This happens with UT when the themeparks jack up their prices.It takes them longer to respond and ship.When I bought my tix a few weeks ago, I got a warning before purchase that said " due to the large volume of orders , tickets may take longer to ship"

Well spoken, thank you.

We have been buying from UT for many years. We have no complaints with their service and always save money. I agree that the increased volume, the NEW ticket price increase schedule, the very recent announcement regarding offsite 30 day FP+ availability all may have added to the chaos. Add to that the decision of customers to change what kind of tickets they want and the ensuing back and forth that that entails DURING this extra busy time likely adds to the stress on both ends.
I believe UT works to fix any unexpected problems, whichever end they originate from and I will continue to appreciate that. We are all human and stuff happens, I hope it works out for everyone. Speaking for us alone, we can hardly wait to even be standing in the Florida sun as it's been a real cabin fever Winter up North.


Holly

 

[rock_doctor]

<issue resolved by the OP>

 

[Planogirl]

We have also had great service from UT in the past but there have been MANY posts on this board as well as other forums that the service is not what it used to be

Have you read this thread? There are several posters here that are saying they ALSO are having issues with UT

There are also way more posts stating that they've continued to have great service. People say a lot of things and I don't doubt that sometimes mistakes happen. A good company will clear up those mistakes of course.

 

[macgarson]

Update: Finally heard back from UT. This time from their Director of Operations.

He was very apologetic and explained that they had "dropped the ball" on my order. I am thankful for the apology and am pleased that the tickets are now being sent overnight.

The Director was very unhappy with the original response I received from the UT customer service representative. As the Director explained, the original customer service response of "when is the latest date you need the tickets" despite the fact that the ticket charge had been fully processed and paid for, was unacceptable.

He explained that this is not the way the company usually does business. I hope this is true. However, it seems that some posters -especially those with recent purchases from UT - have had similar experiences with tickets paid for and not shipped until a customer contacts UT inquiring about the shipping status. That is not a good way to do business.

In my case, the original response from customer service was not the tickets would even be shipped in the near future, just that the tickets would be shipped eventually, an inappropriate response given that the ticket charge was already processed and given the representations on the company's website.

As I discussed with the Director, FP+ adds a whole new wrinkle to this shipping and purchasing process.

I think the takeaway from my experience is that UT has been reliable in the past, but is having some serious issues recently. Hopefully they can get back on track, as it should not take a direct customer inquiry to prompt a shipment for fully-paid-for tickets weeks after ordering.

 

[PSUGuy]

I didn't read every post here because I have a life, but I get the gist. I've bought thousands of dollars worth of passes from UT tourist over the years saving hundreds, never a problem. One time I received an email confirmation of my order the same day I made it and had the tix in 2 days. Your experience is yours, I don't question anyone's complaints with any company I use but I will rebut any 'Don't ever use XYZ company' posts when my experience has been stellar.

Bill From PA

 

[gwynne]

Update: Finally heard back from UT. This time from their Director of Operations.

He was very apologetic and explained that they had "dropped the ball" on my order. I am thankful for the apology and am pleased that the tickets are now being sent overnight.

The Director was very unhappy with the original response I received from the UT customer service representative. As the Director explained, the original customer service response of "when is the latest date you need the tickets" despite the fact that the ticket charge had been fully processed and paid for, was unacceptable.

He explained that this is not the way the company usually does business. I hope this is true. However, it seems that some posters -especially those with recent purchases from UT - have had similar experiences with tickets paid for and not shipped until a customer contacts UT inquiring about the shipping status. That is not a good way to do business.

In my case, the original response from customer service was not the tickets would even be shipped in the near future, just that the tickets would be shipped eventually, an inappropriate response given that the ticket charge was already processed and given the representations on the company's website.

As I discussed with the Director, FP+ adds a whole new wrinkle to this shipping and purchasing process.

I think the takeaway from my experience is that UT has been reliable in the past, but is having some serious issues recently. Hopefully they can get back on track, as it should not take a direct customer inquiry to prompt a shipment for fully-paid-for tickets weeks after ordering.

Sounds like UT is doing a good job of resolving the issue.
I don't see any reason for the the thread title, though. Way over the top.

 

[AandJsMommy]

I ordered tickets a little over 2 weeks ago and had not received a shipping confirmation or anything yet. After seeing this thread, I called UT today, and they said they are really backed up right now and my order hadn't been shipped yet. He did ask when I needed them, and I said my FP window (30 days out since I'm offsite) opens in 2 weeks. However, the guy was really nice and said he would ask shipping to expedite my order. He also said they have people working nights and weekends to help them get caught back up. So, hopefully everything gets straightened out and everyone gets what they need!

 

[hsmamato2]

.... I'm not saying OP might not have had issues with UT... but I know I ordered a few weeks ago,right as prices changed....saved 40 something over current new gate price....(per ticket) when they didn't arrive within a 10 day ship window, I emailed and politely asked where they were...I got an almost instant reply that they had a lot of sales, but apologized for the wait,and I got them in the mail 2 days later,good customer service just as I've had in the past..... again..... a polite email was all it took to get those tickets fast in my case

 

[RubySlippers]

There are also way more posts stating that they've continued to have great service. People say a lot of things and I don't doubt that sometimes mistakes happen. A good company will clear up those mistakes of course.

If you had quoted my WHOLE post you would have understood that I was responding to someone who said that they had a hard time believing the OP.

Here is the quote again:
posted by Son of Gadsen

[QUOTEQuote:
However, I don't believe this. I believe there has been some form of misunderstanding/miscommunication between you and UT.][/QUOTE]

 

[jjharts]

I am also waiting for tickets. I ordered on March 10th so my 15 business day window was up yesterday. If I don't hear from them by the end of the week I will give them a jingle. I have never had to wait this long in the past - usually they get them mailed out quickly.

 

[OtherScott]

I ordered tickets a little over 2 weeks ago and had not received a shipping confirmation or anything yet. After seeing this thread, I called UT today, and they said they are really backed up right now and my order hadn't been shipped yet. He did ask when I needed them, and I said my FP window (30 days out since I'm offsite) opens in 2 weeks. However, the guy was really nice and said he would ask shipping to expedite my order. He also said they have people working nights and weekends to help them get caught back up. So, hopefully everything gets straightened out and everyone gets what they need!

This clears up why they asked OP when he was travelling (so they could prioritize)

 

[seus-mouse]

Update: Finally heard back from UT. This time from their Director of Operations.

He was very apologetic and explained that they had "dropped the ball" on my order. I am thankful for the apology and am pleased that the tickets are now being sent overnight.

The Director was very unhappy with the original response I received from the UT customer service representative. As the Director explained, the original customer service response of "when is the latest date you need the tickets" despite the fact that the ticket charge had been fully processed and paid for, was unacceptable.

He explained that this is not the way the company usually does business. I hope this is true. However, it seems that some posters -especially those with recent purchases from UT - have had similar experiences with tickets paid for and not shipped until a customer contacts UT inquiring about the shipping status. That is not a good way to do business.

In my case, the original response from customer service was not the tickets would even be shipped in the near future, just that the tickets would be shipped eventually, an inappropriate response given that the ticket charge was already processed and given the representations on the company's website.

As I discussed with the Director, FP+ adds a whole new wrinkle to this shipping and purchasing process.

I think the takeaway from my experience is that UT has been reliable in the past, but is having some serious issues recently. Hopefully they can get back on track, as it should not take a direct customer inquiry to prompt a shipment for fully-paid-for tickets weeks after ordering.

Well, I guess this post and the thread title tells the story.

 

[mickeyluv'r]

I've always had a great experience ordering with UT. Our tickets have always arrived well ahead of the 10day window. That said, Since they are a mail order company, and getting tickets on time is very important, I 've always been careful to order my tickets at least a month before I need them. It ALWAYS makes sense to leave a margin of error.

There's always a chance something will go wrong with the mail, or the tickets will be wrong....

If by chance I can't order them a month in advance, and we don't have a package, then I just buy my tickets through AAA.

That said, I have learned another important lesson about offsite tickets, and that is that converting either type of discounted tickets after you arrive at WDW can be a real pain. Sometimes it can go smoothly, but mostly it takes quite a while. If you think you may need to change your tickets, your smoothest path is just to order them through Disney. If you buy them through Disney, changing them is usually a quicker process.