ComplaintsforTicketmaster Corp

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/16/24 I purchased tickets for Las Vegas sphere experience (postcards from *****) for $248.00 for the date of 8/16/24. When the tickets arrived in the ticket master app, it showed ticket dates for 8/17/24. I paid for the insurance as well which that company that Ticketmaster uses and Ticketmaster themselves were no help at all. I talked to a lady on the phone from Ticketmaster and she told me that since I bought them more than 24 hours to the show time that they couldnt exchange or return the tickets. I called her out on that, she was wrong because I bought them less than 24 hours of the show and it was mistake on their end for giving the wrong date. I verified and my girlfriend also verified the info before I made the purchase. The lady from Ticketmaster then said after she was called out for being wrong, that since its not 2 days prior to the show time that she couldnt do anything. I asked for a supervisor and she said he will contact me that day. I did not get to talk to a supervisor about any of it and they were still wouldnt help me and refund my tickets. The tickets were never used cause I could not be there that day.

  Business response

  08/18/2024

  Hello, 

  We are in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.

  We are sorry to hear that you purchased tickets for the incorrect date on order 33-17137/NEV. We do show that you repurchased tickets for the correct date but through a 3rd party platform, which is why the refund of the original purchase was denied by ***************** The new purchase needed to be placed through Ticketmaster. However, we were able to obtain authorization from the event organizer to refund your original purchase as a one-time courtesy. You can expect to see a full refund of $248.00 back on your original method of payment within 3-7 business days. 

  In the future, please make sure the event information, including the date and time are correct before completing the order. 

  Sincerely,

  ******************** 

  Consumer Support 

  Customer response

  08/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as I get my refund. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My friend purchased 2 eGiftcards through ticketmaster to be given to me as a wedding gift in the past. When I try to redeem these gift cards, the ticketmaster website says that the ticket "could not be found" and to contact customer service. I have contacted customer service 5 ******** Via email, where customer service stated they "found" that the ticket existed, and asked that I be transferred to "cashstar" to get it redeemed 2) Cashstar via email "could not help me", asked that I contact ticket master 3) Customer support of ******************** again (via email) could not help me 4) I then called customer service, who said they would escalate this complaint in ***** hours as they could not help me. I was supposed to be called by yesterday (end of 48 hours), but no one ever called 5) When I called customer service again, I was told that the prior escalation "did not exist" and that they would escalate the issue now. When I asked for any sort of proof (email, screen shot, anything) that this "escalation" was actually taking place, I was told I am not allowed to receive that information, and it could not be given to me All of the information needed (purchase date, person buying and receiving the tickets, and the dollar amount) is all saved in the .pdf file attached. I have also given you the full urls (since they are cut off in the pdf) in a separate image, and then 2 screen shots showing that those url links are active and that these tickets exist. While these were purchased a long time ago, please note the ticketmaster policy that these gift cards do not expire;******************************************************************************************

  Business response

  08/15/2024

  Hello,
  
  We are in receipt of your complaint recently submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  
  We have been in communication with the fan. We have resolved *****'s issue and he is happy with the resolution.
  
  Sincerely,
  
  *******
  Consumer Support Team

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchesed 2 VIP tickets from Ticketmaster on August 10th, 2023 for *********************** The Eras Tour on November 21st 2024. The total cost was $1,583.56CAD. They were purchased via paypal and transferred once. A chat with ticketmaster customer service has just informed me that the tickets lost all VIP rights upon transfer. This was not made clear when using the transfer option. Filing after 12 months happened because I was unsure about how VIP works and as the show date draws closer, I was unsure how the process worked and inquired. The service representative was not helpful in any way.

  Business response

  08/14/2024

  Hello,
  

  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  

  When purchasing VIP tickets a confirmation email is immediately sent. The confirmation email provides the following information:

  "All sales are final. There are no refunds or exchanges under any circumstances. All packages and package contents are non-transferable. The artist, show and venue reserve the right to cancel any order for any reason. All packages and package contents are non-transferable. VIP merchandise will be shipped directly to each package purchaser; some exceptions may apply. VIP merchandise is not required for venue entry. Delivery of VIP merchandise can occur after event date. Please make sure to consider this before you decide to purchase a package. Information provided at the time of purchase (name, address, e-mail, etc.) is the same information that will be utilized for shipping and individual contact requirements where applicable." 

  The merchandise will still be sent to the original address used when purchasing tickets. Changes to the mailing address cannot be made. 

  Thank you for the opportunity to respond and address your concerns.
  

  Sincerely
  ************
  Consumer Support Team

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The customer representative really should have mentioned that last bit about the merchandise still being sent out to the original purchaser's address.

  I appreciate the help.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a ticket to a Yankee game that was to occur on 8/9/24. The game was rained out. I logged on to the Ticketmaster website to try to obtain an exchange for another game using a credit option. I was given a credit towards purchasing a replacement ticket to a future game. I was issued a credit code via email to purchase another ticket. I then attempted to purchase another ticket with said code but was unable to because the code was expired. I respectfully request a full refund for the full amount. Please be advised that Im requesting a full refund via CHECK because I removed my credit card number from the ********************** website due to their system being compromised and my info stolen. Ticketmaster sent me a letter informing me that my information was compromised.

  Business response

  08/15/2024

  Hello,
  
  We are in receipt of your complaint recently submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  
  We have spoken directly with ***** and advised that we have processed a refund of $30.87 to his Paypal account which is how he paid for the tickets. He has been advised he should see the refund in 5-7 business days.
  
  Sincerely,
  
  *******
  Consumer Support Team

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Aug. 1, I purchased four tickets for the *************** game on Aug. 4 through Ticketmaster for $233.39. The tickets I purchased were in section 134 row FF of *************************I chose these tickets because members of my group wanted seats in the shade. In that section, rows EE and above are under cover (***************************************************************************).The seats I was sent were for row CC. Those few rows made a big difference for shade with the cover starting at row EE.I contacted Ticketmaster about this on Aug. 4. They told me theyd respond in three to five business days but didnt. I contacted them again and got a response today, Aug. 14, that said: According to our escalation, the tickets that were sent to you was upgraded tickets that is why you have received lower section which is closer to the stage.I explained that from my perspective, the tickets I received werent an upgrade because of my desire for shade; the tickets I received were a downgrade. This feels like a bait-and-switch with the seller improperly listing the tickets as being in the shade when they werent.Ticketmaster responded: I am sorry for that and we admit the lack of providing you a notification about it. Do not worry, I will make that this issue of yours will reached our higher *** so they can improve the system.Based on their previous lack of a response, I fear theyre not actually going to escalate this, and thats why Im contacting the BBB.I think ticket sellers should be required to accurately list their tickets. Sellers who dont should be banned.

  Business response

  08/15/2024

  Hello,
  
  We are in receipt of your complaint recently submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  
  In regards to order 3000-0595-8361-5307-7, we have processed your refund. You will see the funds back on your card in 5-7 business days.
  
  Sincerely,
  
  *******
  Consumer Support Team

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Jun 2024, I bought 3 tickets to WWE event in ******* (14-13659/FL2) on 16 Aug for my sons birthday. Someone supposedly hacked into my Ticketmaster account and transferred those tickets on 10 Aug. (I have since changed my password and deleted all my cards on file). I noticed the tickets were transferred when I checked my email the next morning on 11 Aug and called Ticketmaster, where he took all the details and told me not to worry , that my tickets are still there and the fraud department will be contacting me in 24 hrs. Never received a call so after 48 hrs I called back and they submitted another fraud report with an urgent/rush on it said they will be contacting me. The event is less than ****************************************************************** my account. I have called the fraud **** 14 times and after 10 min of music, ** told to leave a message which I have twice now. How is there not a way for customer service to transfer calls on urgent matters to the fraud **** and get an actual person on the line. 3 days away for an event my 11 yr old son and his friend have been looking forward too and really dont want to ruin his birthday with the bad news that our tickets were stolen. Would love for Ticketmaster to contact me asap and help resolve this issue.

  Business response

  08/13/2024

  Hello,
  

  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  

  I apologize for the inconvenience you have experienced. Our Fraud Team has investigated this matter and have recovered your tickets. An agent from the Fraud Team will be reaching out via phone to confirm these details as well as provide any insight on how to prevent this from happening again. 

  Thank you for the opportunity to respond and address your concerns.
  

  Sincerely
  ************
  Consumer Support Team

  Customer response

  08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased tickets at 11:38PM on 8/12/24. I called to inquire if I could be refunded for one ticket since it was within a 24 hour ***** the person I spoke with "***" told me he checked and could do a partial refund. Once he said this, I said in that case can you do a full refund. He then said "an update came through and I cannot." I asked him to then provide the initial partial refund for one ticket. He then started to say he could not and continued to say an "update" came through and now he cannot, despite telling me 5 minutes earlier that he could. He told me since I bought the tickets at 11:38PM on 8/12 and it is now 8/13, the 24 hour grace ****** doesn't apply and I should have called last night at 11:38PM (even though there was no way they would've answered at this time. It is completely unethical behavior to "update the policy" in the middle of a conversation. I was very kind until the man continue to repeat there was an update and would not allow me to continue with what he initially said he could do. This is in regard to a $65 ****** on ice ticket in *******, I purchased 5 and now, 8 hours later realized I only need 4. This is unethical behavior and I know why ticketmaster has so many complaints against them. I requested to escalate the issue but they told me the manager would not be available for 48 hours, putting me way beyond the 24 hour grace ******. Order #3-52365/FL2

  Business response

  08/13/2024

  Hello,

  I am in receipt of your recent complaint submitted to the Better Business Bureau. 
  
  Thank you for bringing your concerns to our attention. 
  
  We sincerely apologize for any inconvenience. The event organizer agreed to issue a courtesy refund for the extra ticket the consumer purchased in the amount of $88.23. This consumer has been contacted and informed the refund will be posted within 5-7 business days.
  
  Thank you for the opportunity to respond and address your concerns.
  
  Thanks,
  *********;
  Consumer Support Team

  Customer response

  08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like them to review the recorded call and offer better training the person who spoke to me. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased concert tickets, the concert was cancelled. I have not received a refund. Everytime I call, I am told that a refund takes 21 days. It has been 25 days.

  Business response

  08/13/2024

  Hello, 

  We are in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.

  We are sorry to hear that your order 25-35923/ATL has not been refunded. We are currently awaiting the funds back from the event organizer; however, we were able to obtain authorization to proceed with your refund. You can expect to see a full refund of $208.72 back on your original method of payment within 3-7 business days. 

  Thank you for the opportunity to respond and address your concerns.

  Sincerely,

  ******************** 

  Consumer Support 

  Customer response

  08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I attempted to exchange tickets and met all the requirements to do so. I was then told by an employee who can't read or understand their job thay i didn't. When i insisted that i did, another agent apologized, over 12h after my initial request, telling me that the tickets were sold. When i asked who i spoke to, the agents refused to identify themselves, even though the chat identified them when they joined it. Bad customer service reflects on your company's professionalism.

  Business response

  08/10/2024

  Hello,
  

  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  

  I apologize for the inconvenience you have experienced. To process an exchange, new tickets must be of equal or greater value, for the same event, venue and date, and cannot be resale tickets. The tickets you requested did meet the requirements, so I apologize you were denied. 

  As a courtesy, we have processed a partial refund on your order for the services fees. Please allow 5-7 business days for the funds to reach your original method of payment used. 

  I apologize this incident occurred and has been documented for appropriate coaching. 

  Thank you for the opportunity to respond and address your concerns.
  

  Sincerely
  ************
  Consumer Support Team

  Customer response

  08/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Mpozi Gachuruzi

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2 tickets to ******************* Nashville show. I transferred the tickets to my daughter. Only one ticket would transfer and there was an error that kept popping up for the transfer of the second ticket. Because it was so close to the show, I had to buy a 3rd ticket and try to transfer that one. The same error popped up. The 3rd ticket would not transfer. My daughter ended up having to buy a ticket on her phone due to the transfer issue. We had to buy 4 tickets when we only needed 2 tickets (Totaling $762.31)The issue was a glitch in Ticketmaster's system with the transfer process. I spent time daily chatting with their online support. After no help, I called their customer service and waited 30 minutes on hold. She told me they probably would not refund since I had not called them. This was after I listened to *************************************** to go to the online chat help, which was obviously their preferred method for help requests. She was unable to help me and said I could not get a refund for the 2 tickets. I have exclusively used Ticketmaster my entire life and will not likely use them again. The customer service agent was not nice and did not try to help me. I feel I should be refunded for the 2 tickets that would not transfer since this was a glitch in their system and not my fault. Should have used Seat Geek anyway. Additionally, my second order is not even showing on their website which I think is shady. I dont know if the online representative deleted it or what happened. I definitely have all of the charges on my credit card. A refund should have been given of $290.34 for the 2 tickets that would not transfer.

  Business response

  08/09/2024

  Hello,
  

  I am in receipt of your recent complaint submitted to the Better Business Bureau. Thank you for bringing your concerns to our attention.
  

  I apologize for the inconvenience you may have experienced. Your last order in question was not deleted. The representative was unable to locate it as the order was purchased through your daughter's Ticketmaster account. 

  ********************** is contracted to sell tickets on behalf of the event organizers. You agree to the terms and conditions when making your purchase. As a courtesy, we have processed a full refund on order #****-0598-0380-6697-5. The refund will be issued back to the original method of payment used. Please allow 5-7 business days for the funds to be issued. 

  Thank you for the opportunity to respond and address your concerns.
  

  Sincerely
  ************
  Consumer Support Team

  Customer response

  08/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩