One Consumer’s Story of Online Counterfeiting

Our webinar last week discussed in depth the findings of our market research study conducted by Harris Poll. Since then, a consumer has stepped up and asked us to share his experience with online counterfeiting with the brand protection community. Below is the interview:

Thanks for speaking with us today. Tell us a little about your experience with counterfeit products.
No problem. I bought tickets to a popular concert through an online ticket reseller website and they were mailed to me shortly after I purchased them. Unfortunately, when I got to the gate come show time, my tickets wouldn’t scan. This is when I learned that my tickets were fake and I wouldn’t be permitted inside the venue.

Did the tickets look counterfeit?
Not at all. They were seemingly identical to the ones the rest of my group had. The only difference was that they wouldn’t scan at the gate.

Who do you feel is responsible for this?
A part of me wants to blame the venue while the other part of me thinks its the website’s fault. Either way, both facilities allowed counterfeit tickets for this show to get into the hands of unknowing consumers.

Were you offered a refund?
No unfortunately not. I was out the money for the tickets.

Have you had any other problems with counterfeit goods since?
Yes, a few months later I tried to purchase a popular pair of shoes online. What happened instead was the money was taken out of my account and the shoes never arrived. When I tried to get into contact with the company, my calls and emails were ignored. I never received a refund.

What would you tell someone in your position? 
I would tell them to always think twice when purchasing something online – especially something that is in high demand. If the items are marked down significantly from retail prices, I wouldn’t go through with it. This can truly happen to anyone.

To learn how brands can protect their products and consumers alike, please visit


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