ComplaintsforVIP Nation, Inc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about December 15, 2022, I purchased two tickets (*** Package) for a concert to be held on May 19, 2023. I paid in excess of $900 for the **** experience" as advertised:*** PREMIUM TICKET PACKAGE Each *** Premium Ticket Package includes: One premium reserved price level 1 ticket*Merchandise item designed and created exclusively for package purchasers Collectible laminate and lanyard to remember your evening The seats were great. After some issue locating the *** booth to check in, we found it and were provided the lanyard and told the merchandise would be mailed within a week. Several weeks later, I had not received anything, so I reached out via email and was told there was a "delay" with the merchandise and no timeline was available. I sent follow up inquires on June 27 and June 30 which went unanswered. Another inquiry was sent on July 3 to which I received an apology. It went on to state there was a "delay", they are working on getting it out quickly but had no timeline. I sent a follow up asking what the delay could be, I paid for the tickets in December for a May concert, so it's not like they didn't know it was coming. I received no response. Another inquiry was sent on July 28 to which I have received no response. I am angry and frustrated. I want the merchandise I bought and paid for. Not specifying what merchandise was to be received - I will be extremely disappointed if it is simply a t-shirt I could have purchased at the show. I expect given the amount of time I've had to wait; it will be epic - or at least it better be. If they cannot deliver the merchandise, I want a refund in the amount equivalent to what I should have received. Again, given they do not specify what merchandise is included, they could say it was a pin worth $5.00 which I would not be surprised given the other reviews and complaints I have read.

  Business response

  08/03/2023

  Hello, 
  
  Unfortunately, we received a late approval, and the merchandise is currently in production for the whole tour.  Shipments are scheduled to begin the week of August 18th, and we will be working furiously to send the merchandise out to all fans as quickly as possible. 

  We understand the frustration of not receiving the merchandise in a timely manner, and wish to express our gratitude for the continued patience from the *** fans of this tour. 
  
  We encourage this fan to reach out to ******************************* for an update at any time, and we can provide tracking information for the shipment, when it is available. 
  
  Thanks,
  VIP Nation

  Customer response

  08/05/2023

   
  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. But reserve the right to re-open or resubmit after August 18th if I have not received notification of shipment. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 17, 2023, I had purchased 3 Early Entry *** tickets to ********************* show on July 23, 2023 at *************** in ********, **. It promised early entry into the GA Pit section. Me and my party got there super early to ensure we were going to be one of the first people inside. We were promised *** t-shirts and lanyards which we practically had to beg for because the first person we talked to checking us in said to go into the other line and that they would go back through the line to hand everyone their products, but it seems that was just our party that was told that because everyone in line around us had their stuff already. We were reassured multiple times throughout the day that we would be the first section let it, followed by the venue's fast pass holders, and then the standard ticket holders, and that they would walk us in one by one into the pit section to make sure nobody was ******* the stage. Once let into the whole venue, we got put into another line for the pit wristbands just to circle around and stand in another line congesting a hallway the people were eventually walking around and just cutting the line. The *** workers knew things were getting messed up because they went through checking the *** wristbands again, but as soon as the person passed, people in the back pushed toward the front of the line anyway. The line was huge and it wasn't just the early entry people anymore, it was also the venue's fast pass holders and eventually regular ticket holders. It wasn't until after regular doors opened that they said we could go in. There was no walking everyone in one by one or even remotely close to that. Everyone from the back started running in while everyone who was there for hours waiting outside in the heat all day were getting held back. By the time we got in the barricade was full of people without the early entry wristbands. Terribly handled situation and the entire operation was the most disorganized I've ever seen.

  Business response

  07/27/2023

  Hello,

  We are very sorry to hear about this fan's experience. The *** host confirmed that there was a production delay, which prompted the venue to do a soft opening of the plaza, while our **** were still waiting to enter the pit. Due to this, there was no plan in place to barricade our **** away from general admission, and no time to close the doors to the inner plaza. However, we had over 8 security at 2 checkpoints before the pit, everyone who got in first was in fact early entry. The *** hosts went back through the line making sure everyone entering was an early entry ***, and kicked people out of the line who tried to cut or rush the front.

  Given the circumstances, our team executed the *** experience to the best of their ability.  We understand that this fan's expectations were not met, and we would like to offer a partial refund of $50 per package as a show of good faith. 

  Thanks,

  VIP Nation

  Customer response

  07/31/2023

   
  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 stated above, I will happily accept this resolution. However, I did just want to provide a bit more information on what was mentioned in their response.
  There was indeed a VIP host that went back through once more to check wristbands, but it was right after this that people managed to sneak up or around so they got looked over and by the time people were getting let in, it was a giant rush where the security couldn't stop everyone and check again. So despite being within the first 10 people in the early **********, I was not able to get a barricade spot, and there still managed to be at least one group of people at the barricade that got in earlier than I did that did NOT have the early entry wristband on either wrist.

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

• Initial Complaint

  07/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband purchased tickets to see Blink 182 in *******. We arrived around 7:15pm Staff at the arena was more lost than us which are the ones that suppose to guide us. Finally after having us going back and forth a staff member finally walk us where the *** table suppose to be but we arrived around 7:50 and the were already gone, a supervisor there said we can contact your company and they will mail us the items. I emailed and your company does not want to mail anything to us.

  Business response

  07/14/2023

  Hello, 

  We attempted to look up this guest based on the email address and last name.  The email address was not listed on our customer report, and there was one guest with the last name ******* with a different email address. 

  Can you please request the email address from the order or Order ID from the purchase to verify if this fan received our emailed itinerary, which contains day of show instructions and contact information for the onsite VIP host?

  Merchandise included in the package is available for pick up on site, and we typically do not ship after the event.  However, we would be happy to make an exception. Can you please request the shipping address? We will send as soon as possible. 

  Please note, the last date of the tour is this weekend, and we will need to wait for the merchandise to travel back to our warehouse from the road, which may take some time. 

  Thank you, 

  VIP Nation

   

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 15, 2022 I purchased 1 Post ****** *** ticket $356.55 for my daughter at the ***************** October 7th. We were supposed to receive *** instructions 3 days before the concert per an email sent by Ticketmaster. We didn't receive that info until October 5th - 2days before the show. Long story short my daughter was not able to check in by the required time and was unable to receive her *** merchandise. Mind you she spoke to the reps there that distribute the merchandise but was told she had to call or email to receive the merchandise because she was late. Since October 7th the only thing she was sent was a t-shirt. I have been told via email we'll look into, you'll receive the rest of the mdse and have gotten nothing. I'm tired of going back and forth. I either want the *** package in its entirety or a partial refund - i think $100 is fair.

  Business response

  02/24/2023

  Hello, 

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

  We are sorry to hear that your daughter didn't arrive in time to pick up her merchandise at the venue for her *** Package for Post ************* 

  Emails regarding *** Packages are sent out by the *** Packager 2-3 days prior to the event with the time to arrive at the venue. Unfortunately, we cannot issue a partial refund due to someone arriving too late, since the time was provided prior to the event. Additionally, the event has passed and has been settled. However, we are happy to  send you a $50 Ticketmaster gift card as a one-time courtesy. It will arrive via mail in a plain white envelope within ***** days. The reference number for the gift card is 27-34344/NTL.

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

  Sincerely,

  ********

  Consumer Support 

  Customer response

  02/25/2023

   
  Complaint: 19491209
  
  I am rejecting this response because:

  According to your original email details of *** itineraries would be received 3-5 days prior to the event. Two days notice was not enough time for her to get time off. Secondly, when the *** package was purchased it didn't specify that arrival to the venue to receive the merchandise is time sensitive. If I purchase a *** package it should be available for pick up during the concert - period. Or you should mail *** packages prior to the concert. To me if I purchase something it shouldn't have strings attached - ie be here by this time or you're out of luck, that's no way to conduct business.
  
  Sincerely,
  
  *************************

  Business response

  03/16/2023

  Hello,

  We are unable to provide a refund for this order. We apologize for any inconvenience. For assistance on receiving *** amenities, please contact the *** packager at *******************************. Thank you.

  ***

  Ticketmaster Consumer Escalations

  Customer response

  04/20/2023

   
  Complaint: 19491209
  
  I am rejecting this response because:

  I've reached out to Live Nation, VIP nation and Ticketmaster and gotten nothing.
  
  Sincerely,
  
  *************************

  Business response

  05/03/2023

  Hello, 

  We have been in touch with this fan both through the customer service at ********************** and Ticketmaster, and would be happy to address the fan's concerns. At VIP Nation, we do our best to send out our emailed itinerary with day of show instructions for the event.  The receipt after purchase states to expect the emailed itinerary from ************************************ between 3-5 days prior to the show, and if not received in that time, then to please contact ** for an update.  I can confirm that the itinerary was sent on October 5th, which is 2 days prior to the event.  We sent the information as soon as were able to confirm our timing, locations, and all our program needs with the venue.  

  Regarding the merchandise, the only merch items included in the package were the t-shirt, which the fan has received, and a laminate. I've copied our package description below.   

  We would be happy to send 1 commemorative VIP laminate to the address provided during purchase. Please let ** know if the fan would like ** to send the laminate. 

   

  POSTY VIP PACK
  Each Posty VIP Pack includes: 
  

  One premium reserved ticket to the show*
  Exclusive VIP gift item
  Commemorative VIP laminate
  Designated check-in
  On-site VIP host and concierge**
  
  *Locations may vary by venue, see specific date for details.
  **No artist participation included in package.

   

  Customer response

  05/16/2023

   
  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

  09/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought tickets for the Gorillaz show on9/12/22 and the package included a bunch of merch, a meal voucher, and it costed over $600 altogether. We got an itinerary that had the link to add the tickets to my apple wallet but there was no information regarding check in to recieve included merch and our tickets were labeled for the wrong gate entrance. We were supposed to be given vip tickets to gate 7 but they gave us general admission floor tickets at gate 4 instead. We missed the whole pre show trying to find the checkin desk for our included merch, we asked multiple different event hosts, even security, and guests services, who said that they would be sending out merch 6-8 weeks after the event. After the event I contacted Ticketmaster and spoke with ****** who said their systems showed that merchandise would be sent out 6-8 weeks after the event as well. I would not have left the event without my merchandise had I known that VIPnation was going to tell me they would not be sending merch out at all. They said they sent me a proper intineeary and a screenshot that showed they sent an email and it was open, but they could not prove the contents of that email included the proper gate entry and check in information. They also could not prove that they made guests aware that any merch that wasn't picked up before 7 would be unattainable. I've sent screenshots of the email they sent and proved it didn't not have the info they claim. They have since stopped responding to me. All I was asking for was my paid for merchandise, or a partial refund just for the difference between ga floor tickets(what I was given) and the cup tickets ( what I paid for). They are unwilling to continue a dialogue with em regarding this despite that they have failed to provide proof the email stated what they claim. Now I'm seeking a full refund. There was no quid pro quo, I didn't not get equal value to what I paid and that alone is grounds to null and void any contract in this country.

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/09/29) */ Hello, We are sorry to hear about your experience at the event. Upon purchase your confirmation email states that you will receive an emailed itinerary 3-5 days prior to your event, and instructs you to contact [email protected] if you do not receive one. We sent the emailed itinerary September 7th, and I have attached a screen shot of the email activity confirming it was delivered and opened by the recipient. I've also attached a copy of the itinerary, which outlines instructions for the day of the show with information about where & when to check-in and pick up the included merchandise. There is also cell phone number provided on the itinerary to contact the onsite VIP host for any day of show issues. Even though all merchandise must be picked up on site at the event, as a show of good faith, we would be happy to send you your merchandise to the address you provided during purchase. If you need anything else, please don't hesitate to reach out to [email protected]! Consumer Response /* (3000, 7, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not be satisfied with this result unless I recieve merchandise for both tickets I bought. They never asked for my mailing address when I got tickets because they were all online, so I'm worried about this as resolution. They only sent proof that there was an email sent and it was opened, (I have only one email from them on the date they said it was sent) but I proved to them with screenshots of said email that that particular email did not have the same information they say it did. I was given general admission floor tickets and we were sent to the wrong gate. There was a mistake made on their part, so I didn't have access to any itinerary or phone number and I asked multiple people at the event for help, who were unable to assist. I addition the supposed itinerary they sent was dated the day before the event. Why are they in the practice of sending itinerary only the day before the event while telling the customers to contact them for it 5 days before the event? It really doesn't make sense. We can agree to disagree on this if they're serious about sending me merchandise because I did pay an extra $400 for the ticket package that included it, and I'm fine with missing out the other parts like the food voucher or the special ticket lanyard thing. I'll include my address here so that it can be sent. **************** ****************************************** Business Response /* (4000, 9, 2022/10/07) */ Hello, Yes, we are happy to send you your merchandise, and are already working on it. You provided your shipping address, when you made the purchase on Ticketmaster. Here is your UPS tracking number: ****************** We provided screen shots on our previous response, which showed that our emailed itinerary was sent and delivered on September 7th, was opened twice on the 10th, and then again on the 29th of September. The event was on September 12th. We have reattached for you to review. Also, we have attached again the actual itinerary itself, which shows day of show instructions and provides contact information for the onsite VIP host for any day of show issues. If you have any other feedback or questions, please reach out to [email protected]. Consumer Response /* (2000, 11, 2022/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much! I have recieved the first package with 1 swag bag, so I'm assuming the second is on the way. I bought two upgraded tickets so I should have received two sets of merchandise. Please provide the tracking information for the second ticket merch bag. Thank you for working with me to achieve quid pro quo in this situation.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good Afternoon, We attended The *************** concert on 8/27/22 was amazing. HOWEVER, I had three VIP 3 tickets and was to get souvenir gifts and a wristband. We didn't receive souvenirs as we were directed where to go and the table was empty. There were also other persons around me in the same section that stated that they did not receive their items as well. We did not get anything and that was one of the main reasons we decided to buy the package. We adore *************************. However, we were disappointed that the staff at the ************** were clueless about the package we purchased, and that others have asked them the same question. They stated that the tour staff was there and they did not know where to direct us. We were told to go to our seats and check after the concert. After the concert, the table was still empty and we were told by staff members to go look for a staff member named Jaime, who had a suit jacket on. We never found him and we had no clue what he looked like. I have been to several concerts, where I have purchased these type of packages before and I havd always received my items with no issue. I have seen ********* several times throughout his career & I was so excited as this time was the first time I was able to buy the special package for his concert. I am still not at the level where I could buy the meet and greet, but one day soon. I was truly heart broken when I was not able to receive the special items that I have been excited to receive. I emailed ********************** and they apologized for the poor service. They instructed me to contact VIP nation. They told me that we needed to be there before the concert, which we were. Also, that I got an email with instructions that I never received. I requested an email /contact info for a manager and they have not responded. I literally want what I paid for as I have paid for this in the past with no issues. Please mail OUR THREE VIP TOUR packages or issue a refund. Thanks

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/16) */ Hello, we are sorry you were unable to pick up your items. We send an emailed itinerary with instructions for the day of the show to receive your merchandise. Please see the attached screen shot from our email client ********, which indicates our itinerary was successfully delivered to *******************, but never opened. There is also language in your confirmation email, which instructs our VIPs to contact ****************** if they have not received the emailed itinerary within 3-5 days of their event. All merchandise must be picked up on site, and cannot be shipped after the event. Please reach out to ****************** if you have any questions.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Like every complaint I see about Ticketmaster Live Nation service, VIP packages were not available at check-in, we arrive on time, staff on behalf of ticketmaster live nation requested my address and phone number, which I agreed on even thought I remind the staff that it was stated on the terms and conditions of the tickets, that items not picked up at check in will not be shipped out, they still requested my personal information and recorded in a notebook along with many others. There were not preferred seats or special zone offered. Basically we were scammed and robbed with $150 USD in excess for 4 tickets, a total $600 USD. It is very unfortunate that ticketmaster utilizes a side entity to take advantage of users and its customers. Customer service is shameful and a disgrace misleading, disregarding and tendentiously misinforming customers to avoid providing the service. I am seeking venues to escalate this issue legally and to get compensation not only for those $600 USD we were scammed. Ticketmaster live nation is a fraud.

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/20) */ Hello *****, we are very sorry to hear about your experience at the show. The tickets included in the VIP package were either in the first 10 rows or a standing general admission ticket - we did not promise or advertise a special zone. There was a miscommunication with the VIP host we hired for the event, and she was unable to hand out merchandise at the show. We shipped the merchandise to all the guests using the address provided upon purchase, but it sounds like you did not receive it. We will send the merchandise again, and will email you tracking as soon as possible. If you have any other questions or feedback, please email********************* Consumer Response /* (3000, 7, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is very unfortunate that Ticketmaster vipnation finally responded properly to my emails, after I placed this complaint in BBB. I sent more than 10 emails, call your customer service line multiple times and I was just disregarded and rejected. For the 5th time, the merchandise was supposed to be given the date of the event and according to your policy, no merchandise is to be shipped out. I am not interested in the merchandise after 4 months. I want compensation for the $600 usd in excess that I paid for a supposedly VIP experience that I did not received in any aspect, in fact I paid an additional $200 for a table. I have already contacted the band, which offered an amazing concert by the way, of your fraudulent and scamming tactics and what many attendees experienced using Ticket master vipnation services. I will get ahold of the event host to validate that aforementioned miscommunication you arise. I will advise about that through this communication channel. Business Response /* (4000, 9, 2022/09/27) */ Hi *****, We are very sorry about your experience. Unfortunately, our customer service team was not aware that merchandise was not available for pick up at the time of the event, and so they replied with our standard policy about shipping merchandise. You are correct. Our policy is that all merchandise must be picked up on site at the event, however, when we are unable to distribute merchandise at an event, then we always ship the merchandise to our guests. This is what we did for your event, however, it seems like you did not receive it. We would be happy to send the merchandise again, and have contacted you by email from ****************** to verify your shipping address. We have not received a response from you. Please respond at your earliest convenience, and we will ship the merchandise immediately. As a show of good faith, in addition to sending you the merchandise, we will also contact Ticketmaster to issue you a refund for your order. Unfortunately, we are not familiar with the $200 table you purchased. This has nothing to do with VIP Nation or the package we offered. Here is the package description for your purchase, which is still listed on our website ********************************************** ULTIMATE VIP PACKAGE Each Ultimate VIP Package includes: One premium reserved ticket in the first 10 rows OR one general admission ticket with early entry* Special gift items for VIPs only Copy of ************************************ Exclusive VIP gift item Early entry to the venue Official VIP laminate Pre-show tour merchandise shopping opportunity Designated check-in On-site VIP host and concierge Please do not hesitate to reach out to us at ****************** if you need anything else. Sincerely, VIP Nation Consumer Response /* (2000, 11, 2022/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Ticketmaster VIP nation for following up on this issue that caused frustration during this disputing process. I do want to acknowledge that ***** from VIP Nation found a satisfactory solution to this case which the issue end up being more related to the host of the event no Ticketmaster VIP nation. Looking forward to get the merchandise. Thank you again

• Initial Complaint

  08/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Bought a meet and greet through VIP NATION. I never received an itinerary. I showed up a little earlier to figure out the meet and greet stuff but they said I was not allowed in due to it being almost over ?!?! They lied and said I got the emails but only showed me that I "opened an email" never sent me real proof of the itinerary email. Since I only got emails that stated they were sending me email of the itinerary. I had to ask for a refund because i was at the show and there was no cancellation on my end. I am first disputing with my bank since services were not rendered and if they want to fight me on it etc I will be going further and contacting my lawyer since these reviews definitely show that the supposed email they send out with the itinerary seems to be an issue and people are losing funds with no services provided.

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/31) */ Hello, we are very sorry you missed the meet & greet with ************ Here is an excerpt for the confirmation email you received after purchase: You will receive an itinerary via email (from **********vipnation.com) approximately 3-5 days before your show including details on time and place to meet your VIP host. If you have not received this 3 days before the show please contact us immediately. VIP package items will be distributed the night of the show by the VIP Nation host. We sent the emailed itinerary on 8/23 at 11:06am CT, and our records indicate that you opened the itinerary twice that day (screen shot attached). You did not reach out to us before the show that you did not receive it, and we did not reach out to you, because our records showed that you did receive it. I've attached a copy of the itinerary, which outlines the check-in time and location, and the cut-off time for participating in the meet & greet. If you have any other feedback, please reach out to *******************

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday, May 6th, I spent $549.00 plus $31.56 insurance on two VIPNATION meet and greet tickets to see Dermot Kennedy at the Clyde Theater in Fort Wayne, IN. We got the photos back from the meet and greet, and they're out of focus and blurry. The theater said the photographer with VIPNATION had some sort of camera error and knew it even at the time of taking photos. I have received no email response from VIPNATION regarding this error, and they do not answer their phones. This feels like a scam. We paid for these unusable photos. The Clyde Theater said they forwarded my concerns to VIPNATION, and all VIPNATION says to do is email. This is unacceptable. I want a full refund. My order number for the tickets is ORDER ID: ********* The Clyde Theater has been wonderful to deal with, as it is 100% the fault of VIPNATION.

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/26) */ Hello, We are extremely sorry about how the photos came out for this event. We have already been in touch with the venue to issue a partial refund to all guests that were affected, including *****. Our customer service team is small, but we still answer all emails sent to ****************** and have representatives answering our phone line as quickly as possible. Please send any other feedback to******************** and we will respond as soon as possible.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased VIP tickets for ******************** for this coming monday, 08/15/2022. My initial email says I would be notified 3-5 days prior about check-ins. I emailed VIP Nation yesterday regarding this and got a generic response stating the info will be sent out soon. I have to receive any of this particular information and I am traveling to ******* tomorrow! I would like a response as soon as possible. One would think that they would well have this information at hand for a show on Monday. Tried calling the number listed on ****** search and it either says they are unavailable or it just disconnects when I hit the prompt.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */ Hi *****, The emailed itinerary was sent on Friday August 12th. Our records indicate that you received the email, and were able to open it and click on the links within the email (screen shot attached). Please reach out to******************* if you need assistance with anything else.

*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. ↩