Do not buy tickets from Undercover Tourist

[agavegirl1]

I wish the OP would update his title.

Why is that? The thread title was the result of their concern and frustration. I actually read it although my tickets are already purchased because of the glowing recommendations on the this board to use UT for ticket purchases. Since they are a vendor/sponsor or whatever they call it, I was interested in hearing both sides.

 

[kmacht]

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.

That's really strange. I just checked as well and it says United States: Regular Shipping (10 Business Days) delivered by Tue, Apri 15 2014.

Keith

 

[lugnut33]

For those who do not like the title, you can form your own opinion and choose to or not to buy from UT.

As for the OP, he had every right to be upset if he got charged for the tickets and hadn't received them (let alone find out they weren't even shipping the tickets).

That said, I'm glad OP got a good resolution to his issue. That shows that UT is responsive to their client's needs.

 

[roomthreeseventeen]

For those who do not like the title, you can form your own opinion and choose to or not to buy from UT.

As for the OP, he had every right to be upset if he got charged for the tickets and hadn't received them (let alone find out they weren't even shipping the tickets).

That said, I'm glad OP got a good resolution to his issue. That shows that UT is responsive to their client's needs.

Although, OP had to contact them more than once and post on a message board to get a satisfactory answer.

 

[gwynne]

That's really strange. I just checked as well and it says United States: Regular Shipping (10 Business Days) delivered by Tue, Apri 15 2014.

Keith

I have no idea why, but personally, I'd call. They are helpful.

 

[sethschroeder]

Although, OP had to contact them more than once and post on a message board to get a satisfactory answer.

Could he? Yes.

Did he have to? No

He paid likely a couple grand and when reaching out was greeted with a we are not shipping your tickets just give us a date of your trip (possibly Mistype as they asked when he needed his tickets by)

Wouldn't you expect to just get tickets shipped out in timely manner or receive notice otherwise?

This isn't a $10 order and he should expect better. Good prices slow delivery.

 

[roomthreeseventeen]

This isn't a $10 order and he should expect better. Good prices slow delivery.

What? It doesn't take that long to ship out tickets. Disney seems to do it within a day or two.

 

[hakepb]

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

Unless you get big enough
I believe that is how Dell grew so fast. They charged the customer when the phone order was placed, then bought the components Net30 from the suppliers

No need to make a profit selling computers (undercut the competition) when you had thousands of customers giving you 30 day no interest loans.

Now, Dell can't charge until they ship.

 

[flutterby3744]

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.

It is absolutely not unusual for tickets to be charged and then shipped later. In fact, I don't think I have ever ordered any kind of ticket that came right away (unless the event was immediate). For example, I ordered concert tickets in Feb for a show at the end of June. My card was charged in February, and they are shipping tickets June 1. I also purchased MYW tickets from Disney, I won't be getting my magic bands until 30 days out, but my card was certainly charged.

It sounds to me like UT is indeed backed up, after all this is a busy season. Maybe a little more patience and cooperation toward them could have yielded faster and less painful results. Demanding a refund or threatening legal action is always a last resort, and quite frankly probably an over-reaction. If OP had just told UT their dates and the concern about the FP window from the start, this may have all been avoided. I've worked customer service, and people are much more inclined to help you when you are cooperative. People that started yelling and demanding without any input but belligerence got the one finger salute! JMO

 

[BJSforVols]

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.

I'm 100% sure it is accurate. My work has involved working closely with Senior management (including the CFO) and overseeing a department which including a Business to Consumer internet sales site. There was always a push at month's end, quarter's end, and fiscal year's end to hit numbers. The caution was always explained regarding the legality for charging a consumer's credit card though. Our system was setup so that a USPS, UPS or FedEx shipping label was created at the point of charging the consumer's credit card in effort to help assure the card was not charged prior to shipment.

 

[MsThumper]

It is absolutely not unusual for tickets to be charged and then shipped later. In fact, I don't think I have ever ordered any kind of ticket that came right away (unless the event was immediate). For example, I ordered concert tickets in Feb for a show at the end of June. My card was charged in February, and they are shipping tickets June 1. I also purchased MYW tickets from Disney, I won't be getting my magic bands until 30 days out, but my card was certainly charged.

It sounds to me like UT is indeed backed up, after all this is a busy season. Maybe a little more patience and cooperation toward them could have yielded faster and less painful results. Demanding a refund or threatening legal action is always a last resort, and quite frankly probably an over-reaction. If OP had just told UT their dates and the concern about the FP window from the start, this may have all been avoided. I've worked customer service, and people are much more inclined to help you when you are cooperative. People that started yelling and demanding without any input but belligerence got the one finger salute! JMO

Thank you for quoting my reply. I can assure you that being threatening, uncooperative, demanding, over-reactive and belligerent is not my nature. But thank you for characterizing me as such. When a company does wrong, it deserves to be pointed out.

 

[KimK2006]

I have ordered from UT MANY times and always received excellent service. I placed an order on 3/23. I realized I didn't add a "c/o" line to the shipping address, so I shot them an e-mail asking for the address addition. The email was answered a short time later (on a Sunday night).

Once I started reading the thread, I shot them an email just to check the status since I will be within my 60 day FP+ window in a few days. Crossing my fingers I will get the same service I always have! (I admit I am only worried because "10 day" used to get to me within like 3 or 4!)

Glad OP had his/her issue resolved. Sounds like someone did drop the ball on that one! I will continue using them and referring them until I personally have problems.

 

[winterman]

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

I ordered my tickets on Sat March 15. The receipt says 15 business days. As of today I am at 12 business days. I'll call them on Monday if I don't get them. Luckily, I don't need them until Sept.

 

[TLSnell1981]

That's really strange. I just checked as well and it says United States: Regular Shipping (10 Business Days) delivered by Tue, Apri 15 2014.

Keith

Now, that is strange. Maybe, they've caught up? I was on about an hour ago and the US delivery date was April 23rd, but currently, it's April 15th.

 

[KimK2006]

Now, that is strange. Maybe, they've caught up? I was on about an hour ago and the US delivery date was April 23rd, but currently, it's April 15th.

My email receipt from my 3/23 order showed 10 days.

 

[leafE]

I have a last-minute addition to my trip, so I've ended up buying 1 ticket much later then the others. I ordered it about 2 weeks ago, and found out it had not shipped yet.
I called UT and told them I need it soon to make sure I can match up FP+ reservations with the rest of my party, and they said it will ship tomorrow. So if you need your tickets soon for FP+ reservations, it pays to call.

 

[bumbershoot]

Most businesses will not ship a product without charging you first.

You have to look at how "shipping" is defined. It doesn't mean "after it's out the door". It means (especially with a place like amazon) that it's the start of *the shipping process*. They have to make sure they'll get paid for an item. So the charge, and that starts the ball rolling. Using amazon as a specific example, the charge starts the picking process. It's possible that something isn't where it should be, and after the charge happens it is discovered that the item isn't there. That stops the shipping process, and if it can't be found quickly you'll get a refund. Then it'll start again.

If something goes awry in the process, even more awry than just not having the item, then an order can get stuck. And honestly it SEEMS like that's what is going on recently with UCT. The backlog and the newish longer shipping time (since, what, a year ago?) have caused a situation where glitches can happen (hey, they are stocking WDW tickets, right? goes with the territory now). The only way to unstick a problem order is for contact to be made. contact is made, the order is manually looked at, problem is solved. Meanwhile, other orders are going just fine. It was an actual problem with the order, not a whole new regime.

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

Exactly what I thought.

If you buy from UT using the Mousesaver's link, you save even more , also the UT price INCLUDES the tax - the WDW ticket price does not.

FWIW the WDW site is a LOT better about this than they used to be. As soon as you choose the number of people and type of ticket, over on the right it fills in the subtotal and then shows the tax and total. You used to have to click through to a second page to find the tax, but that's not the situation now. They are a LOT easier to compare prices with nowadays.



I just with the OP had been more specific. They were really specific in thread title, but not specific at all in the posts. That makes it hard for a fact-wanting person like me, who can often help see the other way to look at something, to deal with. For instance, they seem to paraphrase the UCT rep when they say "nor do they have any intention to do so." Come on. Tell us exactly what the rep said. If that's exactly what they said, use quotes. If not, quote him/her. With such a blast of a thread title, it's really good to be specific and exact.

 

[Kristine316]

I have never used UT because we always buy a package through Disney itself.

I did read through this entire thread. Maybe I am easily entertained but, I often times find some of these threads fascinating.

Why is it that the OP was being questioned about their honesty? Yes, some of you implied that there was something wrong with OP's story as if OP was not being truthful or something. Just because many of you have had wonderful experiences with UT doesn't mean someone else may not have.

Every business will have customer service issues in one way or the other, at some time or the other. There are plenty of restaurants that we go to that are always wonderful but, that doesn't mean I question a review if someone went and had a less than stellar experience. It doesn't mean I will stop going to that restaurant but, it also doesn't mean I will attack someone's credibility or assume they are somehow lying.

As the thread went on it was clear that OP's experience was not isolated or unique, others started posting that they also were having recent issues with UT.

I am glad OP had the issues resolved but, it seemed like it was only after this thread blew up and UT was alerted to it.

 

[MakiraMarlena]

I used them twice. The tickets came rapidly. Don't get the problem with their asking you the date of your trip, unless they came right out and said they weren't going to ship them until just before your trip.

They'll have to get moving now, since more guests want their tickets as quickly as possible so they can carry on with fastpass plus selections.

If I buy theater tickets, they're charged immediately and shipped later, that's not unheard of.

 

[Planogirl]

If they got backed up (maybe due to ticket price increases), I can see them asking questions so they can prioritize. They should have handled this in a better way but I like how they did take care of it.

I still see no reason not to use them again.