Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No refund on tickets for price is right event at route 66 casino. Refund is because of event reschedule to later time because of weather

  Business Response

  Date: 03/11/2025

  Hello,

  The Price Is Right Live! event held at Route 66 Casino Hotel was postponed to a later start time on the original scheduled date due to weather-related travel issues for the Price Is Right Live! team. The full event was occurred at the new start time. Per the TicketSmarter Terms & Conditions (***********************************), tickets for all postponed and rescheduled events remain valid for entry to the rescheduled time/date and are ineligible for refunds. 

  Thank you,

  TicketSmarter

• Initial Complaint

  Date:02/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just bought tickets from TicketSmarter. Minutes after I saw all the awful reviews online about TricketSmarter not delivering purchased tickets to customers, and immediately asked for a refund. They refused to issue a refund because the transaction was completed. How do they have an “A” rating on BBB? They are a total scam.

  Business Response

  Date: 02/21/2025

  Hi ********

  Thank you for reaching out. Similar to other ticket marketplaces, all sales are final and there are no ticket cancellations, returns, or exchanges. The all sales are final policy is provided in the Terms & Conditions, which are agreed to upon the completion of the checkout process. The TicketSmarter Terms & Conditions can be viewed at the following link: ***********************************

  Additionally, we also have a 100% Guarantee (*********************************************) in place that applies to all tickets that are purchased on the TicketSmarter marketplace.

  Thank you,

  TicketSmarter
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two tickets to a concert for Saturday, August 3rd, 2024 scheduled at Pier 17 in New York City. Upon arrival to the venue we were turned away at the door when security told us that the event was postponed/cancelled due to the heavy thunder and lightning storms. I attached a picture to prove it. We waited several hours before we went home for the evening.

  Business Response

  Date: 08/26/2024

  Hi *******,
  
  Thank you for reaching out. We had our customer support team look into this matter and they confirmed that the event was not rescheduled or canceled and that there was no announcement from the event venue or performer confirming any cancelation. As tickets were delivered in time for the event, all sales remain final.
  
  Sincerely,
  
  TicketSmarter

• Initial Complaint

  Date:08/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to find my tickets for tacos and tequila in Sioux Falls South dakota. Tickets were purchased on January 19th 2024, order number is *****

  Business Response

  Date: 08/16/2024

  Hi *****
  
  Thank you for reaching out. Tacos and Tequila is an event produced by Social House Entertainment with tickets provided by TicketSmarter. As such, Social House Entertainment handles any support matters for their events. From the screenshot that you provided, it appears that you purchased the tickets directly from the Tacos and Tequila Festival website. Additionally, the order number that you provided does not match the typical format for TicketSmarter orders. According to the FAQs on the festival’s website, customers who encounter any issues with their ticket order will need to send an email. We hope that you find this information to be helpful and that you have a wonderful time at the festival.
  
  Sincerely,
  
  TicketSmarter

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to what I thought was the place to buy tickets to a concert (from the vendor) Put my order in for some of the best seats. They confirmed the purchase for the box seats. I did not receive my tickets right away so I called ticketsmarter. I asked when I would receive my tickets and they told me I would get the tickets 2 days before the event. Over the phone I confirmed my seats were box seats. At this time I realized they were a 3rd party seller. 2 days prior to the event I couldn’t access my tickets, the day of the event I finally got a hold of them .They informed me my box tickets were not available. They gave me crappy grandstand seats with a blocked view. They also only sent me 1 ticket even though I ordered 2. I could have purchased box seats elsewhere had I known my seats were not available. They pulled a bait and switch at the last minute. This is a scam to sucker you in and stick you with crap no one wants. Customer service basically told me tough luck.

  Business Response

  Date: 08/09/2024

  Hi *****,
  
  TicketSmarter is a ticket resale marketplace where third-party sellers can list their inventory for sale. The sellers are responsible for setting the price of the tickets, which may be above or below face value. We had our customer support team look into this matter and they confirmed that the customer placed the order on 12/6/2023 for seats in Section Box C. Unfortunately, the ticket seller was unable to provide the tickets in time for the event. When situations like this occur, our customer support team will attempt to provide alternate tickets for the event.
  
  They were able to locate alternate tickets and sent an offer to the customer via email on 8/8/2024 at 10:16 AM ET. A support representative also called the customer on that same day around 11:30 AM ET, explaining that the original tickets could not be delivered. As the location of the alternate tickets was in Section J, which was located behind the original section, a discount was offered due to the difference in the seat value. The representative offered the customer a full refund or alternate tickets along with the discount, which was accepted by the customer. As the alternate tickets option was accepted and delivered in time for the event, all sales remain final. 
  
  Sincerely, 
  
  TicketSmarter
  
  

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 3 tickets and didn’t get them. I tried requesting a refund from the business and they refused.

  Business Response

  Date: 07/24/2024

  Hi ********, 
  
  Thank you for reaching out. As TicketSmarter is a ticket marketplace with tickets listed by third-party sellers, the seller is responsible for the delivery method and delivery date of their ticket inventory. The ready-by date on your order receipt email indicates that the tickets may be delivered at any time leading up to or on that date. As noted in the screenshots that you attached, the ready-by date for this order is 1/30/2025, so the tickets will be delivered before or on that date. For an update regarding the delivery of the tickets, you may reach out to our customer support team using the contact information in the email that you received. Similar to other ticket marketplaces, all sales are final and there are no ticket cancellations, returns, or exchanges. You do have the option to sell your tickets via https:*************.ticketsmarter.com or any other ticket resale marketplace.
  
  Sincerely, 
  
  TicketSmarter

  Customer Answer

  Date: 07/24/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  The ticket delivery date is a day before the event. I have read multiple reviews online from people who purchased from this site not receiving their tickets by the date they were told they would and miss their event and lose their money

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

  Business Response

  Date: 07/25/2024

  Hi ********,
  
  TicketSmarter is a ticket marketplace that facilitates the sale of tickets between third-party ticket sellers and customers. Due to various factors, tickets typically are unavailable until closer to the event date. All tickets purchased on the marketplace are covered by our 100% Guarantee. If your tickets are not delivered in time for the event, a refund will be issued for the order. You can read more about the 100% Guarantee at the following link: https:*******************.com/legit-guarantee. You may also contact our customer support team and request that the seller provide the tickets earlier than noted on the order receipt email. Please note that it isn’t guaranteed that the delivery date will be able to be changed. 
  
  Sincerely, 
  
  TicketSmarter

• Initial Complaint

  Date:06/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 23, 2024 I went online to purchase tickets for the jelly roll concert at the California midstate fair. At the time that the tickets first went on sale, tickets, smarter website, falsely or misleading advertising, as if they were the authorized site to purchase direct tickets from the midstate fair. This is incorrect since tickets smarter is a resale site. They trick people into believing that they are purchasing live tickets from the event venue when in actuality they’re selling tickets that Don’t possess to process they call speculation. This process puts tickets up for sale That they do not own or possess, but through means are purchasing tickets directly from the venue. So as a end, user you think you are purchasing tickets and selecting seats from the venue, but you’re not here are requesting tickets from tickets smarter who in return buys tickets or has a third-party buy tickets for them to fulfill the orders at Higher price and extra nominal fees. When I discovered that I was tricked and was able to purchase directly from the midstate fair at a third of the cost, I contacted the website and requested a cancellation within 20 minutes my purchase. At this time, the smarter was not in possession of the tickets. They supposedly sold me. I received the email that said that they would get my tickets on July 21st few days prior To the concert. I disputed this transaction through my credit card company, but all they heard was that there was a no Cancellation policy and after three temps Attempts denied My request, not understanding that the website engaged in false advertising leading practices and And broke several California consumer protection laws. Not to mention that they illegally portrayed that they had an agreement with a California state operation of the California mid-state fair as a lawful representative for direct ticket sales.

  Business Response

  Date: 06/21/2024

  Hi *******,
  
  Thank you for reaching out. TicketSmarter is a ticket resale marketplace where third-party sellers can list their inventory for sale. This is noted throughout TicketSmarter’s website, including in the “About Us” section on the home page. Additionally, ticket sellers may have various ways of accessing tickets before the general on sale begins such as access to early pre-sales or relationships with venues and/or promoters. Similar to other ticket marketplaces, all sales are final and there are no ticket cancellations, returns, or exchanges. You do have the option to sell your tickets via **************** or any other ticket resale marketplace. If your tickets are not yet available, you will need the on-hand date to create your listing. Please note since tickets are only guaranteed in time for the event, this date is subject to change. If you have any questions, you may contact our customer support team via email at ********ticketsmarter.com or via phone at ###-###-####.
  
  Sincerely,
  
  TicketSmarter

• Initial Complaint

  Date:06/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two separate orders for one ticket each in February. In April, one of the tickets got canceled and money credited back to my card without my request. I communicated to **** at Ticketsmarter, who was at first willing to replace the one remaining ticket with two tickets of equal or better value without additional charge once my ticket was available to transfer back to them. The remaining ticket was to be available 5/31. I communicated this multiple times, probably hours of my time. I went on to transfer my ticket on 6/1 to find that my ticket was also cancelled, however, no money was refunded. I now have no tickets and no money. Ticketsmarter says they can’t do anything without the ticket even though I never received it so I don’t have anything to give them. I want them to honor their two tickets promise as I purchased through them, they charged my card for payment, and never gave me a refund. These were to be given as a gift and now we don’t have tickets.

  Business Response

  Date: 06/06/2024

  Hi *******,

  Thank you for bringing this matter to our attention. We had our customer support team take a closer look into both orders. Order number 5###-###-####6670 was unfortunately cancelled as the ticket seller was not able to fulfill the order. That order has been refunded in accordance with our 100% Guarantee policy.

  Our customer support team checked into deliverability issues associated with order number ****************, but found no issues with the ticket transfer as it shows on the seller's end that the ticket transfer through Ticketmaster was successful. The customer support team will still be able to accommodate the exchange if the original ticket can be transferred back to the seller. If the ticket is not available in your Ticketmaster account and/or the ticket transfer is showing as cancelled in Ticketmaster, please send that information as well as screenshots of the cancelled ticket transfer to our customer support team and they will be able to assist you further. 

  Thank you,

  TicketSmarter

  Customer Answer

  Date: 06/06/2024

  These items were already provided by email. The previous agents were able to see these and stated we do not have to send anything else. ****** and ****** both they would pass on this information to ****. Checking the emails would be nice before requesting duplicate information and screenshots. The concert is Friday June 14th so expediting would be essential. Thanks!

  Business Response

  Date: 06/11/2024

  Hi *******, 
  
  Our customer support team confirmed that they have completed the ticket exchange and initiated the transfer of the tickets via Ticketmaster Mobile to the following email address: *****************. If you have further questions or concerns regarding your order, please contact our customer support team via email at [email protected] or via phone at ###-###-####. 
  
  Sincerely, 
  
  TicketSmarter

• Initial Complaint

  Date:01/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When purchasing tickets is does not say you have to print the tickets out in order to use them. No where on the ordering screen only after you purchase the tickets does it say you have to print them out. I tried calling the company and they told me to bad or find a library to go print them. I ordered these tickets from the parking of the stadium with no way of printing them. There should be some bright yellow banner or something saying how you have to use these tickets.

  Business Response

  Date: 01/02/2024

  Hi ******
  
  Thank you for reaching out. We had our customer support team take a closer look into this matter and they confirmed that there instructions about printing out the tickets available throughout the ticket-buying process. In the screenshot you provided, there was an information icon "marked as a lowercase 'I' in a circle that provided additional information where the Delivery Method is noted. if you click on this icon, you will be shown the additional information regarding the delivery method of the tickets.

  At the checkout screen there is also information displayed about needing to print out the tickets in the Delivery Method section, after the customer selects their payment method. There was also a highlighted text marked "More Delivery Information" which when clicked on, will show additional details about accessing the tickets. This information is also available in the order receipt email that customer receive after placing their order. Our customer support team also confirmed that during the call with a customer support representative, you were informed about needing to print the tickets and given options for printing the tickets. As the tickets were delivered in time for the event, this order remains all sales final.

  
  Sincerely, 
  
  TicketSmarter

• Initial Complaint

  Date:10/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased tickets for an Inter Miami Vs Charlotte Fc (which takes place October 21st) and we were promised the tickets by October 19th, 2023 and still have not received them. When calling customer support, I was told to wait a few hours and still didn’t receive them. Called back and some bogus customer rep starting accusing me of charging back the charge in June. No such charge back has occurred, and the representative even backtracked and said that no chargeback ever happened. The company is refusing to give us the tickets or a refund and they themselves don’t even have the ticket!! They listed 4 tickets online for sale and we bought them and the company we purchased the tickets from don’t even have them!!! Now they’re telling me to wait until tomorrow ( day of the event) and I don’t even have my tickets I paid $700 for!! The event is out of state and I don’t even know whether to travel or not because I don’t have the tickets by the date they were guaranteed!! This is completely unacceptable!!!

  Business Response

  Date: 10/23/2023

  Hi *********
  
  We had our customer support team take a closer look into this matte and they confirmed that this order was successfully placed on June 7, 2023. A chargeback was filed on this order in June and was found in the merchant’s favor on June 23, 2023.
  
  Unfortunately, the ticket seller was unable to provide the tickets in time for your event. When situations like this occur, our customer support team will attempt to provide alternate tickets for the event. The ticket seller offered alternative tickets for this order, and that offer was declined. Therefore a refund was processed for your order on October 20, 2023. Our customer support team has sent you an email with further details regarding your refund.
  
  Sincerely,
  
  TicketSmarter