Do not buy tickets from Undercover Tourist

[ConnieB]

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.

I am curious WHEN you received that call......because I wrote to the UCT disboard person about this thread and told them I had been a previous customer and might have to reconsider in light of the number of complaints in this thread....yes there are a lot of positives too....but some are "old" purchases (like mine), so if they're having trouble now.....well, fess up, correct and make good on these problems. Wondering if others also wrote to let them know they needed to step up and if that helped you get the call. Seems odd that you complained so often and nothing, but then this thread starts turning from "they're great" to "well, they used to be great" and you get the call.

I'm very happy that your experience was resolved.....but also a bit leery that their only explanation was it fell thru the crack. That works when it's one error, but from the sounds of others it's a current ongoing issue....and the crack can only be so wide before it's a serious breach.

 

[cjbcam]

I would be upset and probably post same title. When someone messes around with what most people would consider a lot of money of theirs of course they are going to be upset. Reading this thread it's more than just one person having problems.
If I was having problems with a company and had to communicate with them multiple times, even if in the end I got what I wanted, the company would get poor reviews from me. Honestly from reading this thread I am pretty sure I would never buy tickets through them. Seems like too much hassle and uncertainty.

 

[MsThumper]

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.

Glad to hear you got an appropriate resolution.

I guess what people miss here is that Undercover Tourist charged your credit card before they shipped the item. That is a big no no.

I recently had a similar problem with a treadmill that I ordered from an online company. They charged my credit card two weeks after my initial order, yet the item still had not been shipped. They never indicated that the item was not in stock. Two weeks after they charged my credit card and still no notification of shipment, I finally got fed up and contacted the company and informed the company that if there was no resolution by the end of the month, I would contact the Federal Trade Commission and appropriate consumer protection agencies in the state. That got their attention. The treadmill was on my door step 5 days later. If they hadn't charged my credit card, the problem probably would not have escalated to the level that it did.

 

[sethschroeder]

I will post as well you should use UT as their prices are great but order way in advance. I wouldn't risk my FP window by ordering just 1 month ahead.

 

[Sphinx610]

I imagine it's tough to remain competitive reselling tickets. So why do ppl buy from UCT over DW? I've always wondered. Just looking at their site now...

Just wondering, as I've never done it. Is there some benefit other than the $10 off? Is there some special elsewhere that you combine to make these worth it?

When you join MouseSavers . Com they give you a members only discount link. I sent my family the Mousesavers link to UT the day of the price increase. UT price vs what was already on disney.com; I saved my family of 4 over $133, my mom and brother saved like $25-30 each, I forget... (My MIL ordered tix there too wo a problem) So that was a special circumstance but normally when you combine the mouse savers discount link, you do save a few dollars more per ticket. I think for the 7-day MYW w PH it ends up being $16/ticket. For my fam of 4 that's $64. (Disney ends up getting my $64 anyway haha)

We also rent DVC points rather than doing the package deals. It always works out way cheaper, even with the room discount or free dining, and you get to stay at a deluxe resort. But if I was getting a MYW package I wouldn't bother bc the package deal benefits would outweigh the UT savings w a room only reservation.

Its mainly for offsite guests or DVC rentals that it is most beneficial.

As far as my, and my family's experiences, the tickets came in a reasonable time period, correct tix and linked up to MDE w no problem at all.

 

[chicagoshannon]

This thread is making me nervous. I've used UT in the past with no problems. Usually receive the tickets in just a couple of days.

So, we ordered a ticket from them last week for my sister. Was hoping to be able to book her fast passes this week (we already have ours booked). Looks like we might have problems doing so.

 

[roomthreeseventeen]

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

Not really, though. I mean, if you order a product, it should be sent immediately. The shipping should not be delayed based on when your 60 day/30 day window opens up. That's part of the reason I buy from Disney only.

 

[seus-mouse]

Glad to hear you got an appropriate resolution.

I guess what people miss here is that Undercover Tourist charged your credit card before they shipped the item. That is a big no no.

I recently had a similar problem with a treadmill that I ordered from an online company. They charged my credit card two weeks after my initial order, yet the item still had not been shipped. They never indicated that the item was not in stock. Two weeks after they charged my credit card and still no notification of shipment, I finally got fed up and contacted the company and informed the company that if there was no resolution by the end of the month, I would contact the Federal Trade Commission and appropriate consumer protection agencies in the state. That got their attention. The treadmill was on my door step 5 days later. If they hadn't charged my credit card, the problem probably would not have escalated to the level that it did.

Most businesses will not ship a product without charging you first. I'm willing to bet WDW charges you first as well or at least freezes the payment as pending to make sure the balance is there to cover it.


Holly

 

[disney junky]

I wish the OP would update his title.

 

[gwynne]

This thread is making me nervous. I've used UT in the past with no problems. Usually receive the tickets in just a couple of days.

So, we ordered a ticket from them last week for my sister. Was hoping to be able to book her fast passes this week (we already have ours booked). Looks like we might have problems doing so.

My experience is there is no reason to be nervous, they are really good about answering questions. If you're concerned, call and see if you need to upgrade your shipping.

 

[Jennasis]

Sounds like they got wind of this thread and finally got their act together regarding the OP's issue.

 

[Order66]

When I order from Amazon or anything online really do you know when I am charged? When the item is ready to ship. It is unacceptable to hold money for weeks and hold the item. It doesnt matter if my trip is next week or next year. I have paid in full for an item and I want it. Like I said previously, the first order shipped promptly enough. I ordered on a sunday and got a shipping notice on saturday. Mail took about 5 days.

Now its been 7 business days and nothing. I will wait the full 10 days. Not 15. My receipt says 10. To arrive, not 10 days to be processed. Then I will call and ask for the issue to be resolved. If an item is not in stock , fine it should be noted. Otherwise its fraud.

 

[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!

And, a few hours later, I got a shipping notice with a tracking #. So it looks like he followed through!

 

[BJSforVols]

When I order from Amazon or anything online really do you know when I am charged? When the item is ready to ship. It is unacceptable to hold money for weeks and hold the item. It doesnt matter if my trip is next week or next year. I have paid in full for an item and I want it. Like I said previously, the first order shipped promptly enough. I ordered on a sunday and got a shipping notice on saturday. Mail took about 5 days.

Now its been 7 business days and nothing. I will wait the full 10 days. Not 15. My receipt says 10. To arrive, not 10 days to be processed. Then I will call and ask for the issue to be resolved. If an item is not in stock , fine it should be noted. Otherwise its fraud.

Technically, it's illegal to bill/charge before shipment. It's rarely enforced though.

 

[amwildwood]

My neighbor is having similar problems with UT. She ordered tix about 4-5 weeks ago and they haven't shipped as of last week. She leaves Friday. I'll follow up with her because they did ask when she was leaving. She's used them in the past without a problem.

She recently got her tix (universal) after making a few follow up calls. She also choose free shipping, so that may be an issue too.

 

[kmacht]

I'm curious as to who is seeing a 15 day window and who is seeing a 10. I placed my order on Saturday and my recipt shows 10 business days not 15. I'm within the 30 day window starting early next week so I'm going to be pretty mad if next friday comes (10 business days) and they haven't even shipped yet. Their FAQ still says 10 business days to United States and 12 Busienss days to just about everywhere else.

Keith

 

[ellone]

It took over 3 weeks to get my tickets when I ordered them in mid January. I choose free shipping and it was 3 weeks before they shipped our. Got them quickly after they shipped but it took a while to ship them out.

 

[MaryKatesMom]

Glad to hear you got an appropriate resolution.

I guess what people miss here is that Undercover Tourist charged your credit card before they shipped the item. That is a big no no.

I would contact the Federal Trade Commission and appropriate consumer protection agencies in the state. That got their attention. The treadmill was on my door step 5 days later. If they hadn't charged my credit card, the problem probably would not have escalated to the level that it did.

Most businesses will not ship a product without charging you first. I'm willing to bet WDW charges you first as well or at least freezes the payment as pending to make sure the balance is there to cover it.


Holly

When I order from Amazon or anything online really do you know when I am charged? When the item is ready to ship. It is unacceptable to hold money for weeks and hold the item. It doesnt matter if my trip is next week or next year. I have paid in full for an item and I want it. Like I said previously, the first order shipped promptly enough. I ordered on a sunday and got a shipping notice on saturday. Mail took about 5 days.

Now its been 7 business days and nothing. I will wait the full 10 days. Not 15. My receipt says 10. To arrive, not 10 days to be processed. Then I will call and ask for the issue to be resolved. If an item is not in stock , fine it should be noted. Otherwise its fraud.

Technically, it's illegal to bill/charge before shipment. It's rarely enforced though.

I am almost 100% positive that is correct.

Hey, if the OP changed the thread title would we all have stopped to look at the train wreck?

I don't buy from UT as I buy AP's and I stopped to read the whole thread.

 

[gwynne]

I'm curious as to who is seeing a 15 day window and who is seeing a 10. I placed my order on Saturday and my recipt shows 10 business days not 15. I'm within the 30 day window starting early next week so I'm going to be pretty mad if next friday comes (10 business days) and they haven't even shipped yet. Their FAQ still says 10 business days to United States and 12 Busienss days to just about everywhere else.

Keith

You might want to double check if you're concerned. I'm not sure when they adjusted the free ship dates.
I just did a test order to get to the checkout page. Currently it says: United States: Regular Shipping (15 Business Days) delivered by Tue, Apr-22-2014 (Obviously this date will change after today)

FWIW, I usually don't read FAQ's, but I do watch what the checkout says.

 

[myjourney]

We have had years of excellent customer service from UT and I will continue to buy from them. I also think the title of this thread is unfair. I am pretty sure they make fewer mistakes than Disney does with their ticket orders. The only time I have had problems buying tickets was at Disney and they messed up the dates and price.