ComplaintsforVIP Nation, Inc.
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Complaint Details
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Initial Complaint
08/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered 2 "VIP" tickets for ******* concert, ************** on 8/10/2022, which read details about early entry, free merchandise, and check-in availability between 6-7 pm. When we arrived to the venue, we went to the spot where the email told us to. Upon arriving, there was a line "presumably" for VIP. We asked around and others indicated it was for VIP. So we waited. There were no indications whether or not this was VIP. No signs or anything. After a while, someone mentioned you had to go through the doors to check-in. We went through and saw the table. Two "not so nice" employees from VIPnation were there. They informed us that there was no early entry and that they were out of merch and it would be mailed to us (the website EXPLICITLY states you can only get it at the venue and that it cannot be shipped). They then informed us that we had to return to the general admission line (which we had just left to go check-in). So we returned to the BACK of the line (losing many spots in line for nothing at all). When we made our way forward, we saw that the table they were at was being taken down. The time that was witnessed was at 6:23pm, well before the 7pm cutoff that was emailed to me. We witnessed multiple people approaching the venue's ticket counter asking where they could checkin at for "VIP" and they were left without answers and confused. Altogether this more expensive "VIP" experience has done nothing but cause us to lose our spot in line to get nothing more than disrespect from the two ladies working their booth. Hopefully others can use this as caution to not work with this company in the future.Business response
08/26/2022
Business Response /* (1000, 5, 2022/08/15) */ Hi ******** thanks for reaching out and sorry to hear about your experience. You purchased our Gold Premium Ticket Package, which does not include early entry. Due to a shipping complication, the merchandise was not available for pick up at the event, but will be shipped to the address you provided during purchase. We provide a cell phone number in your itinerary for the VIP host that is on site at the event, who could have provided assistance for locating the check-in table or any other issues you were facing that night. If you have any other feedback, please reach out to *******************Initial Complaint
06/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a soundcheck package for 5 Seconds of Summer as a gift for my daughter on 04/05/2021. The concert was postponed twice due to covid. During that time frame my family had to move out of Arizona where the concert was originally planned and across the country to North Carolina. Fast forward to 2022 and the show has been rescheduled. I contacted VIP Nation on more than one occasion. The only way to contact them is thru their website via a contact form they provide. There is a customer service number listed however the phone is never answered. I asked to have the original package purchased transferred to the new show in North Carolina or for a refund. I purchased a new package to the show in North Carolina. The original concert tickets to the Arizona show were sold as we no longer live there and I have proof of that. The original soundcheck, that i asked to be transferred on refunded back in April 2022, was never used and they can show that I am sure. Their customer service is the WORST and refuse to help at all. I have now paid for 2 packages thru them and only able to use 1. They have asked for my email proof of request for a refund however there is no way to email them. The ONLY way to contact them is to go thru their website using their contact page. That doesn't provide a record of contact. They need to refund me my $250.00Business response
07/06/2022
Business Response /* (1000, 5, 2022/06/29) */ Hi *****, Unfortunately our VIP packages are non-refundable and non-transferable - very similar to airline tickets. When shows are rescheduled there is a 30 days window to request a refund. By the time, we received your first request, the window was closed. Our customer service email is ******************, and you don't have to use the website form to contact us. I also can assure you that we have a team answering our customer service phone at ************. This contact info is listed at the bottom of every web page on our site. We replied to each of your inquiries, and I've attached them here. 4/25 - 4/29: We let you know the order was still valid at the new date and you would receive an itinerary 3-5 before the show 5/19: We informed you that the refund window was closed, and offered you an alternate pick up name, even though our packages are non-transferable 6/20: We let you know that a refund was not possible 6/22: There seemed to be some confusion on this chain. A customer service agent was asking for your original refund request, which would have been the contact form you filled out on 5/19. We replied to that email from ****************** to let you know a refund would not be possible. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have checked all email avenues and have not seen any of these responses! In all of my phone calls one person has answered! That person, *****, told me someone would call me back within 24 hours and no phone call was returned. I filed a written dispute with my credit card company! Business Response /* (4000, 9, 2022/07/06) */ I'm sorry you didn't receive any of our responses. Our refund policy is clear. You had 30 days to contact us each time this event was rescheduled. Outside of that window, all sales are final.Initial Complaint
05/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered the "VIP package for the Russell Dickerson experience" and what an experience I received. I paid my monies but received no email to state where to go or where to get tickets. I called the number on Saturday and all week the next week trying to get someone on phone. They continued to hang up constantly. I want my monies back in fullBusiness response
06/16/2022
Business Response /* (1000, 5, 2022/05/24) */ Hello! We sent ***** ******* an emailed itinerary with instructions for picking up his ********************* upgrade package at the event. The email was delivered on 5.17.22 at 5:24pm UTC. The email with instructions was opened by ***** ******* on 5.18.22 and 5.19.22. Screen shot of this activity is attached. We also were in correspondence with ***** via email before the show. Emails are attached as well. No refund is warranted.
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Contact Information
Customer Complaints Summary
36 total complaints in the last 3 years.
17 complaints closed in the last 12 months.