Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 4 tickets through Ace Ticket to see Queen * ************************ October 15th, 2023 concert at ****** - ********* back in March, 31st, 2023 as a birthday gift to my mother in law and for my young daughter that had never been to a big concert, plus my wife and I. We spent $1392 on these tickets. On May 2nd, 2023 I received an email from Ace Ticket all 4 tickets were ready for delivery. Went through all the steps accepted the tickets and saw they had transferred to me into my phone and added to my Apple Wallet account. My order number is ********* for these tickets. Come the day of the show which was last month on Sunday Oct. 15th, I drove 1:30 hours to get there and walked about 10 minutes because of the parking situation. We were in line to get inside the venue at 7pm and the show started at 8pm. After passing through the security checkpoint and showing the tickets (Apple Wallet) all 4 tickets were not scannable. ********* personnel tried multiple times and eventually pulled us aside from the line to get in. He sent all of us to the box office for further investigation. The person at the box office was only able to inform me that my tickets were purchased through ACE Ticket and I will have to contact them. At that time it was 8pm when the show was suppose to start. I had to make a quick decision in order to save the night. I ended up having to purchase 4 new tickets at the box office and I spent $624 for the only tickets available that they had at the time. After all the time that had passed and the very disappointing experience, we were able to get to our sits that were nothing close to the ones I originally purchased and on top of that we had already missed at least 2 songs as the show had already started when we got in at 8:16pm. I have purchased tickets with ACE Ticket before and never had any problem, expect for this event. I called customer service and submitted all information that was requested from them. All I want is my money back.
Business response
11/17/2023
We have resolved this with our customer. We have issued a full refund & applied an additional Store Credit to ******'s account.
We appreciate the opportunity to get make it right
Thank you,
Initial Complaint
11/02/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased tickets through Ace Ticket for ******************* in *******, **. I spent $591 on these tickets. Went through all the steps accepted the tickets and saw they had transferred to me into my ticketmaster account. I made this purchase on August 18th, 2022. My order number is ********* for these tickets. Come the day of the show which was last week on Friday Oct. 28th, I drove 7 hours from ******* ** to *******, ** and checked into the hotel room I had reserved. Drive to the show and my tickets were not scannable. There was no barcode. Go over to the account services window and they couldn't find my order originally. I gave them both my aceticket order number and my ticketmaster order number of 21-32008/NY1. They were able to pull up my order using the ticketmaster number and the tickets weren't there, they somehow magically disappeared and I couldn't get my tickets. I have requested a refund with both aceticket and ticketmaster and both have said sorry can't help you and keep pointing fingers at each other. All I want is my money back.Customer response
11/13/2022
I have not heard from the business in response to my complaint. Before I contacted the BBB they said they were unable to refund my money I used to purchase my tickets all they could give me was a $60 credit. I have not heard a single thing from the business.Initial Complaint
10/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Over the last three years, I have been trying to contact H343**538333939373737H to have my personal information deleted and my account deleted as I no longer with to have an account and am not a customer anymore. In 2021 and 2020 my requests were sent to ********************************** and they went unresponded to. Today, I just attempted to contact *********************************** which is provided as the means of contact at the bottom of their privacy policy page (https://www.aceticket.com/privacy/#**), however they have not set this email address up to receive messages which is blocking any communication to them. I have attached a PDF of my request with the email bounce to show that they are blocking means of communication.Customer response
11/08/2022
I have not heard from the business in response to my complaint.Initial Complaint
07/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid 191...don't remember the cents on May 31 through PayPal from my checking account at ******************** for 2 tickets to the Red Sox vs ******* game at ****** on 7/10/2022...LAST NIGHT. it was a gift. I never received my tickets or any confirmation or correspondence until **** on Sunday morning informing us that Ace was hoping we were ok with our planned event today. We never got our tickets and it was too late to go now!!!! I would like an apology for lousy service and my money back!!!Business response
08/02/2022
This has been resolved with the customer.Initial Complaint
09/09/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased concert tickets and the concert was postponed . I emailed Ace Ticket asking to be refunded. Ace Ticket said I would receive an email with the new concert date and refund information. I attached a screenshot of that conversation from Ace Ticket. I never received information regarding a refund. I attached the email received from Ace Ticket with the new concert date but no mention of refund. Ace Ticket sent an email on 08/3/21 which stated in order to attend the concert, you have to be fully vaccinated or have a negative Covid test 72 hours before the concert. Again, no mention of a refund. I attached a screenshot of that email. I have sent a few emails regarding a refund due to the pandemic and Covid requirements to attend and have not had a response. I called Ace Ticket on 09/08/21 asking for a refund and was told sorry no refunds. I am not fully vaccinated and unable to have a Covid test done. I would like to be refunded for what I paid for the concert tickets.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.