ComplaintsforPremium Seats USA LLC

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a SCAM!!! DO NOT TRUST THEM, DO NOT PURCHASE ANYTHING FROM THEM. THEY WILL SELL YOU A "PACKAGE" DEAL THAT IS SUPPOSED TO COME WITH MERCH AND FOOD/DRINK VOUCHERS AND THEY NEVER DELIVER. From the sound of the rest of the complaints, I am not the only one they have screwed over! I paid 600 for 2 tickets that should have only been 140 because they were basic tickets that didn't come with ANYTHING!! I am so pissed! They only "create" a shipping label to fool you but never send anything.

  Business response

  02/05/2024

  The merchandise included with this package will be shipped via ***** and it is normal for these items to arrive after an event. The tracking number is ************. Please note that the arrival time is influenced by when the items are initially shipped to us from the supplier, and our team is working diligently to expedite the process.Nothing included in the merchandise shipment is needed for the event itself and we are committed to sending these promptly through ***** as soon as they are in our possession.

  A link was sent via email on January 24th outlining this information. Within the stated **** days prior to the event. 
   
  Regarding the food and drink voucher. This was sent on January 24th through an email with the subject line Fan Packages sent you a Vanilla Gift Card. Although this was intended for use at Angel ******** concessions, this can be utilized anywhere **** is accepted online or in person. It can also be added to digital wallets such as Apple Wallet for easy redemption. Proof of this being sent is attached. Since this can still be utilized this was also resent on February 5th. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  11/30/2022 I bought a ticket for an event that stated a price of ***** dollars plus an applied discount of **** dollars. At checkout there was no indication pf 9ther charges. When checkout was completed I was charged ***** dollars. i find the website dishonest and would like a refund

  Business response

  11/30/2023

  Hello,

  We are a secondary ticket marketplace that connects buyers and sellers.  The ticket price listed is the price set by our sellers prior to associated fees.  Once a customer enters their email address and selects the delivery method, all associated fees including discounts are listed with the total price.  Also, a customer must agree to the terms of the sale and total amount spent prior to purchase using the checkbox in the terms and conditions.  I have attached a purchase example of what is seen prior to confirming the purchase on our website.  Unfortunately, we are unable to refund any orders after the order has been confirmed in agreement with our terms and conditions.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 Stars. I bought Diamond package for NF tickets, and bought $20 Next day air shipping on a Tuesday at 12:58 AM. The absolute latest shouldve been that Wednesday after noon, but come Thursday they call and tell me it hasnt shipped because I need to verify address? Why? And why wait till 2 days before the show to tell me? My merch was suppose to be in Wednesday, well now its Saturday and still hasnt even shipped yet. Yes I got the tickets in time for the concert after a lot of hesitation and back and forth, but only go through this place if you absolutely NEED tickets and everywhere else is sold out. Listen to the complaints from others. 50% youll get tickets in time, but its a lot of c*** to go through. Prices are also super jacked but cant complain on that, thats my fault for not looking in other places first. Anyways 2 stars cause yes I did get the tickets but everything else just sucks!

  Business response

  07/31/2023

  To whom it may concern,

  We hope this message finds you well. We wanted to clarify some details regarding the purchase of the Diamond Fan Package through SeatGeek. While we are responsible for fulfilling the order and ensuring you receive the specific components listed at the time of purchase, we would like to emphasize that our company is not the merchant of record for this package.

  To provide further clarity, the Diamond Fan Package purchased includes a General Admission Floor ticket and specially designed tour merchandise. However, it's important to note that official merchandise was not referenced in this package, and we want to assure you that we do not have any affiliation with the artist, venue, or primary marketplace, as explicitly stated in both our terms and conditions and SeatGeek's policies.

  Customer response

  08/01/2023

   
  Complaint: 20394284
  
  I am rejecting this response because: You say you have no authority over the shipping or handling due to it being a 3rd party seller! Youre just the guy in the background to get me in contact with the person selling! Well why do you offer the shipping methods? I purchased the next day air, and to this day over a week later my package is still not here, wether its you or another person I bought my ticket from, its still YOU I gave the money to for next day delivery so I could take my merch to the concert in which was 3-4 days after the concert I still have not got my package. ( Order placed coming up on 2 weeks now and still notning ). So wether you or the 3 party is responsible for the delivery and handling and shipping, its still you I gave my money to
  ***************************

  Business response

  08/03/2023

  Hello,

  The package purchased has multiple components including tickets and tour merchandise.  The tour merchandise is currently on back order from the supplier, and will ship via Next Day Air as soon as it is ready to ship.  The tickets which were order on 7/25/2023 for an event on 7/29/2023 were previously delivered and utilized for the the event.  We do apologize for the delay and are working with the supplier to get the last remaining items to ship to you ASAP.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: 05/25/23 Amount: $1063.44 usd Business guaranteed premium seating tickets to the ******* vs ****** for 5/26. Business sent a link to my email with two digital wallet tickets that did not transfer over into myballpark app or ticketmaster. Only option I was given was to add the tickets to my apple wallet.Upon arrival the tickets did not scanned at the stadium and showed invalid in red. I was asked to go to the box office and was told that the tickets were used and they were not under my name.

  Business response

  06/06/2023

  Hello,

  We have issued a refund in full for $1,063.44 for this order due to an error by our seller.  We have also issued them in store credit in the amount of $800 for additional compensation based on our terms and conditions of our ticket guarantee.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to take my daughter to Broadway for the first time and bought tickets through Premium Seats USA for Thursday, December 29th at 7:00 pm. The receipt that I received from them stated that information, see below:ORDER ID Check Order Status #******** Some Like it Hot **********************-** | Thu. Dec 29, 2022 7:00 PM SECTION ************************* Row: A DELIVERY Electronic - Instant Download QUANTITY 2 NOTES N/A However, when I arrived with my daughter and clicked on the link they provided for the e-tickets I was informed that I can not go in. The e-ticket was for ********************* the night before 12/28 at 7:00pm. The venue did not let me in even when I showed them the receipt, they said it was an error on Premium Seats USA's part. I paid $522.00 and was not able to see the show. I tried calling and e-mailing Premium Seats USA to no avail. My daughter was beyond upset and I am extremely frustrated at the lack of responsiveness from this shady company.

  Business response

  01/11/2023

  Hello,

  This customer has been initiated a refund in full due to the incorrect tickets being provided to them.  They should see the full refund credited on the payment method they used within 10 business days.

  Thanks!

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company should not be allowed to present themselves as a legitimate VIP experience supplier. I purchased the Diamond *************** Deluxe Package Includes Premium reserved floor ticket located in first fifteen rows of stage (orders of three or more may be split) Private pre-show hospitality featuring food and drinks Specially designed tour merchandise Detailed Itinerary I purchased 3, what I thought legitimate VIP tickets for a total of Diamond Deluxe Tickets $2088.00 Fees $670.77 Delivery $13.87 Tax $0.00 Total $2772.64 I was unable to pick our seats and was informed that we would be in the first 15 rows and although we would be sitting in the same row our 3 seats may not even be together. Finally after 2 emails, 1 on 12/10 the other 12/15 I finally received a response. There is a VIP Hospitality included. Which is basically they made dinner reservations at a place I wouldn't take my kids to and out of my way and they prepaid $300. No mingling with other VIPs, ********, it's just an expensive dinner. That was the itinerary, they gave me an address. It's a place completely out of our way since we are coming from North East Indiana. And as for the merchandise we received 2 small posters, 3 cups and 3 bags. Pure junk. I wonder if ********* even gave permission for his name to be used. For half this cost my kids and I could have seats together 3 rows from the stage. I thought I was paying for VIP. There is no VIP here. I will be also reaching out to SeatGeak, the 3rd party the package was purchased through, for allowing this type of scam to be on their website. I am so disgusted with myself for overpaying by $1500 for dinner and pure junk. I normally research a company before I make this type of purchase, from the complaints I've read I really should have. The only resolution I would be happy with is a full refund and I'll mail them back their garbage. But since I'm not dealing with a legitimate business I doubt there will be any satisfactory response.

  Business response

  12/20/2022

  Hello,

  The package that the client purchased was the Diamond Deluxe Package for *************************** on 12/31/22, and was described at the time of purchase as seen below.  We also have an All Sales Final terms and conditions that must be checked prior to checkout.

  Diamond Deluxe Package Includes Premium reserved floor ticket located in first fifteen rows of stage (orders of three or more may be split) | Private pre-show hospitality featuring food and drinks | Specially designed tour merchandise | Detailed Itinerary

  This includes the tickets to the show located on the floor within the first 15 rows from the stage, merchandise items as well as the pre-show hospitality. Private pre-show hospitality will normally include food and beverage at an upscale location near the event venue.

  This customer was upset after not fully understanding what they purchased post-purchase.  However, in good faith we offered the following to the customer which they have not responded to: 

  "If you would prefer not to attend The Woodbury prior to the show, what I can do is offer to send you a **** eCard for $300. This **** eCard will be able to be utilized anywhere **** is accepted online or in person. If you would like to use it at ****************, it can be added to a digital wallet such as Apple Wallet for easy redemption at their contactless payment terminals. 
   
  In addition to this for the disappointment in the merchandise that you received, I will also send you a **** eCard for $75 ($25 per person) to use towards additional merchandise at the show itself. 
   
  Please let me know if you would prefer the **** card instead of the pre-show hospitality at The Woodbury by 12/29 so we can get that processed for you in time for the show."

  As you can see from our response to the customer above, we are attempting to come to a reasonable solution for all parties.

  Please let me know if you need any other information from us.

  Thanks,

  ****

  Customer response

  12/20/2022

   
  Complaint: 18609579
  
  I am rejecting this response because: Currently in contact with Seat Geek and with my ******************* due to this companies fraud and misrepresentation. Will make a final determination upon their response.
  
  Sincerely,
  
  *******************

  Business response

  12/30/2022

  Hello,

  We are not the merchant of record for this customer.  They purchased a package of ours listed on the SeatGeek marketplace, which has since been mutually cancelled with SeatGeek.  However, since we are not the merchant of record all inquiries should be directed to SeatGeek moving forward.

  Thank you.

  Customer response

  01/03/2023

  I myself involved Seat Geek after Premium Seats USA asked me more than once for my credit card information, including the *** code and my mailing address. I explained to them that attempting to gather my credit card information boarding illegal and I escalated this with Seat Geek accordingly. The fact that this company took tickets that were $250 each and charged me $900  each for fees on top of fees is horrible. They first offered me a $300 and a $75 **** Gift card when I pointed out that all they did was make a dinner reservation and send me cheap merchandise. Then they offered me a refund of a little over $1500 but I they wanted my credit card info. I'm no fool. If this charge had not been reversed in full my next steps were to file a complaint with the ************************** in ******** against Seat Geek and the ************************** in the state of ******* against Premium Seats USA. I would have also seen both in small claims court if necessary. Seat Geek needs to do better in vetting their sellers. Although Seat Geek is a 3rd party marketplace they do hold some responsibility in who they allow to sell on there. I have been refunded in full by Seat Geek and I appreciate Seat Geek taking charge and getting this taken care of for me. Premium Seats USA would have never refunded me had I not escalated this. I have been refunded in full by Seat Geek. Thank you Seat Geek!

• Initial Complaint

  10/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased some tickets form this Ticket location from our corporate website. I did this intentionally to gain the additional 10% off. I spent just shy of 2k (exactly $1909.95). I did not see anywhere to put in the display code that was given to me from our website. There is nobody to call because the number says they will not attend to you unless your tickets are within 24 hours of the event. I purchased the tickets so i wouldn't lose them, or prices go up. Since i could get hold of nobody, i emailed them of my situation, only to be aggressively denied. I am extremely disappointed in their csr service. I emailed them within minutes of my purchase. this is a simple fix to address the 10% owed to me. I am looking for the restitution of the 10% which is roughly $191 dollars.

  Business response

  10/27/2022

  Hello,

  As a matter of context, we do strive for excellent customer service.  The terms of the sale are that all sales are final.  Unfortunately, we are not able to process refunds for credits not used at the time of purchase as we do not store credit card information.  The promo code is highly visible at checkout.  That said, we do want to remedy this matter swiftly.  The customer is welcome to reach back out to our office with the credit card used for purchase so we can process a credit for the missed coupon code or offer a new coupon code in the amount of the missed promo code use for a future ticket purchase.

  Thank you.

  Customer response

  10/28/2022

   
  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.  whom may i reach out to directly?
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: 2/16/22 Amount: $552.32 Promise: Diamond Deluxe Package Includes General Admission ticket | Private pre-show hospitality featuring food and drinks | Specially designed tour merchandise | Detailed ItineraryResolution: Substantial partial refund (roughly $271, but BBB can decide what sounds fair).Business tried to justify the total price but offered a $25 gift card when BBB was mentioned.The Diamond package consisted of a restaurant that was sold out of everything where I ate at a table alone and not with a group of *** ticket holders like I expected based on the fact that it was reserved as a group; laughable itinerary (dinner is at 4; the concert is at 7. Does that qualify as a *** itinerary?); no transportation, meet and greet or other activity arranged as itinerary suggests; plus very low quality merchandise that arrived in the mail long after the concert had passed.When I contacted their customer service about the misleading package title and poor quality of everything but the concert itself, they explained that the HUGE difference in price ($400+ extra on top of the actual ticket price ($99) including a $100 allowance at the dinner, some unnamed amount of fees, and merchandise that I would gladly return; leaving an estimated $271+ that remains unjustifiable) was due to market price (which was untrue the tickets were consistently available for $99) plus feesand that they were not responsible for the price at which their supplier(?) had purchased them. So. Had I known the *** package was basically a dinner I would have rather skipped, merchandise that I would never have bought on my own, an email telling me what time dinner was, and one company supposedly buying inflated concert tickets and then handing the tickets to another company who handed the tickets to another company and that the actual bulk of what I was paying was solely for the exchange of hands with my ticket; I would have never bought it.

  Business response

  10/18/2022

  To whom it may concern,

  The customer order the Diamond Deluxe package for Nine Inch Nails which included a general admission ticket, private pre-show hospitality, specially designed tour merchandise, and a detailed itinerary.  The customer received each of the items included in the package.  No where did we advertise that they would receive a VIP ticket, VIP access, meet & greet etc.  The customer asked to cancel the package after buyer's remorse, however, we have a strict all sales final policy that is in our terms and conditions that must be checked prior to checkout.  In good faith we offered the customer money back on the package in order to rectify their issues.  I have attached the invoice of their package which details what was purchased and delivered.  Please let me know if you need anything else.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******************* Concert (******* - Ticket Master 44-11899). Premium Seats Order Number #******** Do not buy any tickets by 3rd party re-sellers!!!!On November 12th, 2019, I purchased two tickets to the ******************* Concert from Premium Seats for $1,435.05 (Cdn) for March 2020. The event was postponed numerous times, and officially cancelled Feb 11th, 2022. I received notification that a refund would be sent over the next 90 days. Well, that was May 2022. It is now 6 months later and I have yet to receive my refund or a response from Premium Seats (who I reached out to numerous times). I also contacted Ticketmaster and they informed me that me that the original buyer received a refund in August 2020. Funny, as it seems I'm the only left with an empty bag. How this business is able to operate without any penalties is astounding. I'm hoping my message will serve as a warning to any future buyers. Order number - ******** Ticketmaster - 44-11899 TOR

  Business response

  09/07/2022

  To who it may concern,

  We have attempted to retrieve new credit card information from this client to refund them.  Due to our 1 year retention policy, we no longer have access to their original card information.  Once we have this information we will be able to refund them in full the same day.

*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. ↩