ComplaintsforSeatGeek

Event Ticket Sales

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Initial Complaint
08/02/2024
Complaint Type:
Product Issues
Status:
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.
On 08/02/24 seat geek charged a 39 percent fee on the purchase of tickets without disclosing detailed information related to the fees. This is in direct conflict with Seat Geeksadvertising that they do not have hidden fees. My requested action is a refund of fees due to lack of transparency related to the fee structure. Due to the false advertising I would request a more extensive review and consideration that a 39 percent fee is illegal when not explicitly expressed in advertising and the purchasing process.
Business response
08/16/2024
Hi *****,

Thank you for allowing us to review and acknowledge your concerns as our fans experiences are of utmost importance to us. Ive read through this matter and will address your questions and concerns as they relate to SeatGeeks policies.

We feel itd be beneficial to explain how the secondary ticketing marketplace operates as SeatGeek does not own or generate many tickets listed for resale. Rather, when one purchases tickets, they buy from a third party. Because our customers are purchasing tickets that are owned and listed by individual resellers, our policies are in place to protect both the buyer and seller while remaining fair to both parties.

When using SeatGeek, buyers and sellers agree to the Terms of Use. Which can be found here ************************************. In addition, as part of our Terms of Use, SeatGeek does offer our Buyers Guarantee, found here **********************************************

Regarding your complaint, SeatGeek offers a filter to show prices with fees. We also provide an order summary page that advises of all fees prior to placing a purchase.

SeatGeek is an all sales are final platform. Once an order is placed, the price - including fees - has been agreed to. We do not provide refunds for our fee cost.

We offer more information about our fees here: ***************************************************************************************************************************

We hope this information has been helpful and consider this matter resolved.

Best,
CX @ SeatGeek
Customer response
08/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The response did not address the "hidden" nature of the fees and the false advertising allegation. Seat Geek has indicated that a filter to see ticket costs with the fee is available but there is no way to understand a detailed break out of each fee and the direct and indirect cost associated with each fee that makes up the complete fee structure for each ticket. Only by providing a detailed break out, can the consumer make a informed decision to purchase a ticket and confirm that there is no unnecessary duplication in fees that are unfairly driving the cost up. Only by a detailed fee break out can Seat Geek meet their advertising obligations. Additionally I contend that using a filter is inherently a tool to hide content and therefor the fees should be in the default price and the filter would be used to view a ticket price without the fee. As this conversation grows it becomes apparent that false advertising may only be a small component to a larger unethical business practice of price gouging through bloated fees and technology tools (eg. Filters) and this may implicate Seat Geek as well as the larger third party resale sector. Thanks for taking the time to engage this important issue.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************
Initial Complaint
08/02/2024
Complaint Type:
Product Issues
Status:
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.
Hello, I purchased my 2 tickets to ************************* on SeatGeek from the box office. I have uploaded the receipt and showing what section in row we paid for. It came to $338.83. Now all of the sudden the box office has drastically reduce the prices of the seats in the same section the same row directly sitting next to us. I could purchase the three seats that are next to us for $3 less than the two seats I purchased. It is well over $100 of difference. I don't understand how they are both from the box office I've provided screenshots showing their selling them and they are the same seats. I tried to call them to see if they could either give us seats that were the same price we paid but are closer to the stage or refund me the difference. Of which they said they would check on it and get back to me after they told me there was nothing they could do. I never heard back from them and don't think I will. I'm extremely frustrated as this is not a small amount of money. I'm not sure why I should be punished because I purchased the tickets when they first round sale as opposed to all of the sudden the tickets are extremely cheaper. I go to concerts all the time and I've never had this happen to me. They are not resale tickets. They are box office tickets.
Business response
08/16/2024
Hi *****,

Thank you for allowing us to review and acknowledge your concerns as our fans experiences are of utmost importance to us. Ive read through this matter and will address your questions and concerns as they relate to SeatGeeks policies.

We feel itd be beneficial to explain how the secondary ticketing marketplace operates as SeatGeek does not own or generate many tickets that are listed for resale. Rather, when one purchases tickets, they buy from a third party. Because our customers are purchasing tickets that are owned and listed by individual resellers, our policies are in place to protect both the buyer and seller while still remaining fair to both parties.

When using SeatGeek, both buyers and sellers are agreeing to the Terms of Use. Which can be found here ************************************ . In addition, as part of our Terms of Use, SeatGeek does offer our Buyers Guarantee, found here **********************************************

Concerning our customers complaint, we do understand the tickets you purchased came directly from the ********** for Rocket Mortgage FieldHouse.

The prices for tickets are always subject to change depending on supply and demand. This does sometimes mean tickets may go down in price closer to the event.

That being said, if a change in price does occur, we are unable to offer refunds or exchanges due to our all sales final policy.

We understand this is not the resolution you were hoping for, but we consider this matter resolved.

Best wishes,
CX @ SeatGeek
Initial Complaint
07/31/2024
Complaint Type:
Product Issues
Status:
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.
Ordered tickets from SeatGeek for ************************* concert in ****** on 07/26/2024 and I filtered out any obstructed views so I wouldnt purchase them. Purchase 6 tickets for $1,907.84 for section C107 of ATT stadium.Upon getting to the concert, we realized we had an obstructed view and it was not disclosed before the purchase. SeatGeek claims to have a buyer guarantee that the tickets will be as marketed but this is not the case. They are not willing to hold up their buyer guarantee. Im seeking a refund to my payment method for the obstructed view we had. We werent able to see ************************* when he was in the middle of the stage.
Business response
08/14/2024
Thank you for giving us the opportunity to review and acknowledge your concerns as our fans experiences are of utmost importance to us. Ive read through this matter and will address your questions and concerns as they relate to SeatGeeks policies.

We feel itd be beneficial to provide an explanation of how the secondary ticketing marketplace operates as SeatGeek does not own or generate many tickets that are listed for resale. Rather, when one purchases tickets, they are buying from a third party. Because our customers are purchasing tickets that are owned and listed by individual resellers, our policies are in place to protect both the buyer and seller while still remaining fair to both parties.
When using SeatGeek, both buyers and sellers are agreeing to the Terms of Use. Which can be found here ************************************ . In addition, as part of our Terms of Use, SeatGeek does offer our Buyers Guarantee, found here **********************************************

With regard to our customers complaint, we weren't able to find any orders under the email ***************************** Please provide any other email addresses you might have used, and well be happy to take another look. If you're not sure, we can also use the order ID number provided after checkout.

We consider this matter resolved. If you have any further questions, please reach out to us at ****************************** We will be glad to assist.

Best Wishes,
CX at SeatGeek
Initial Complaint
07/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered five tickets for the Foo Fighters concert in *********** months ago. I realized we couldnt go and wanted to sell them. There was no way to sell apparently until they transferred to me, yesterday. They transferred and now there still is no way to sell them or even transfer them to a friend. This is illegal. I have contacted Seat Geak but they have no phone number, no chat option available to me (although the website says there is there isnt). I had to email them. By doing some research apparently the tickets are supplied through Ticketmaster and I filed a complaint as to them as well but I purchased them from Sear Geek and that is the app they show in, they did not transfer to my Ticketmaster account.
Business response
08/08/2024
Hello ******,

Thank you for giving us the opportunity to review and acknowledge your concerns as our fans experiences are of utmost importance to us. Ive read through this matter and will address your questions and concerns as they relate to SeatGeeks policies.

We are ticket marketplace that connects buyers to sellers. While our buyer guarantee does ensure that any tickets purchased will be delivered, we are not able to guarantee that tickets will be or can be sold after purchasing them off of our site.

We feel itd be beneficial to provide an explanation of how the secondary ticketing marketplace operates as SeatGeek does not own or generate many tickets that are listed for resale. Rather, when one purchases tickets, they are buying from a third party. Because our customers are purchasing tickets that are owned and listed by individual resellers, our policies are in place to protect both the buyer and seller while still remaining fair to both parties.
When using SeatGeek, both buyers and sellers are agreeing to the Terms of Use. Which can be found here ************************************ . In addition, as part of our Terms of Use, SeatGeek does offer our Buyers Guarantee, found here **********************************************

We hope this provides clarity, and we consider this matter resolved. If you have any further questions, please reach out to us at *****************************.

With regard to our customers complaint,
CX Team at ********************
Initial Complaint
07/26/2024
Complaint Type:
Product Issues
Status:
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.
Date of Transaction: June 29, 2024 Amount paid: $661.82 Business committed to provide:Copa America 2024 ************** B ******* vs ******************** Section 108 Row 1 Seat 13 Gate **************************** Customer ID ******** Ticket ******* I purchased these tickets the night before the game, which is when I also booked a flight to ******* to attend this event. Along with a hotel for the night. The company sold me invalid tickets that did not scan at the venue and did not allow me to attend the event in which I paid a premium price for. This trip became a nightmare when I was not allowed entry to the event. Terrible support at the venue and terrible support from SeatGeek in regards to a compensation for this event.
Business response
08/09/2024
Thank you for giving us the opportunity to review and acknowledge your concerns as our fans experiences are of utmost importance to us. Ive read through this matter and will address your questions and concerns as they relate to SeatGeeks policies.

We feel itd be beneficial to provide an explanation of how the secondary ticketing marketplace operates as SeatGeek does not own or generate many tickets that are listed for resale. Rather, when one purchases tickets, they are buying from a third party. Because our customers are purchasing tickets that are owned and listed by individual resellers, our policies are in place to protect both the buyer and seller while still remaining fair to both parties.
When using SeatGeek, both buyers and sellers are agreeing to the Terms of Use. Which can be found here ************************************ . In addition, as part of our Terms of Use, SeatGeek does offer our Buyers Guarantee, found here **********************************************

With regard to our customers complaint, an investigation was completed and concluded tickets purchased for this event were valid.

We consider this matter resolved. If you have any further questions, please reach out to us at ****************************** We will be glad to assist.

Best Wishes,
CX at SeatGeek
Initial Complaint
07/26/2024
Complaint Type:
Product Issues
Status:
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.
I bought tickets to an event at 1:35 PM. The game was changed to 7:35 PM and the marketplace has terms where they cant refund the ticket. These terms are unfair given I bought tickets for a specific time.
Business response
08/08/2024
Hello ********,

Thank you for giving us the opportunity to review and acknowledge your concerns as our fans experiences are of utmost importance to us. Ive read through this matter and will address your questions and concerns as they relate to SeatGeeks policies.

We understand that your event was rescheduled to another time and that you were unable to attend the new time.

We feel itd be beneficial to provide an explanation of how the secondary ticketing marketplace operates as SeatGeek does not own or generate many tickets that are listed for resale. Rather, when one purchases tickets, they are buying from a third party. Because our customers are purchasing tickets that are owned and listed by individual resellers, our policies are in place to protect both the buyer and seller while still remaining fair to both parties.

When using SeatGeek, both buyers and sellers are agreeing to the Terms of Use. Which can be found here ************************************ . In addition, as part of our Terms of Use, SeatGeek does offer our Buyers Guarantee, found here **********************************************

With regard to our customers complaint,
CX at ********************
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On may 18th of 2024 I purchased two tickets to the ************** at *********** on seat geek. The breakdown of the ticket prices and fees will be documented. The game was supposed to start at 7:10 pm on July 23rd. The baseball game was rescheduled due to bad weather for July 24 at 6:05 pm that game was rescheduled to September the 9th at a time to be determined, also due to bad weather. I cant make it to that game because I have a family vacation already scheduled in *******. When SeatGeek originally sold me the tickets, they said I was getting a good deal. They have a rating system on the tickets advises whether or not the seats are a good deal on the resale. The only remedy provided me was to resell the tickets on their platform or somewhere else. However, when the Tickets were relisted on SeatGeek for sale and a lower price than what I paid for them. They were given a score of two, which is not a good deal. Also took 36 hours after I listed the tickets to put them up on their platform. SeatGeek charges the buyer and seller both fees, the only reason I purchase the tickets is because I knew if something happened like this, I could always resell them. But I didnt expect me selling them at a lower price then I actually paid for them, And seeking would still say they were a good deal. Seatgeek is also making more money in fees after selling me tickets to an event in July that has now been moved to September. SeatGeek would love nothing more than for an event to be rescheduled to a time when the Original purchaser is unable to go so their tickets have to be relisted and see gets the opportunity to make more money and fees. I will never use SeatGeek again. They dont care about their customers they care about how much money they can squeeze out of them.
Business response
08/08/2024
Hi there,

We see that this issue was taken care of directly with the customer on our end. We consider this matter resolved.

The Deal Score has many factors, and it isn't something we are able to edit.

We factor in a whole lot of information when calculating Deal Score. We use info like historical ticket prices for the performer or team and the venue, the row location, the expected sightline from the section, the quantity of tickets available in a listing, seat type, and the quality of the other available tickets for the event.

The deal score isn't something we offer compensation for, as other platforms may be used if not wanting to sell with SeatGeek.

As a standard for all events, if an event is rescheduled tickets can be used for the new date or resold.

If you have any further questions, please reach out to us at ****************************** We will be glad to assist.

Best,
CX Team at SeatGeek
Initial Complaint
07/25/2024
Complaint Type:
Product Issues
Status:
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.
I bought tickets to the Glass Animals show for Sep. 5th, 2024. Per the SeatGeek website, they are exchangeable tickets.Directly from their website:"No extra cost Buy these tickets with confidence knowing you can exchange them at no added cost.No questions asked Let us know you can't make it anymore and we'll issue your promo code within 24 hours."Tickets swap/return was requested on Monday, July 22nd at 8:36 am. We're past 72 hours now We decided we wanted different seats and have been trying to use their "easy" ticket swap to return these tickets, receive a promo code and purchase the other seats that they promise you'll receive the promo code within 24 hours. It's now been over ************************************************************************************************************************************* is that I must wait. "Just wait a little longer." There is nothing they can do but tell me I have to wait.It's like they want me to just forget about it and move on. They are not holding up their end of their guarantee. I continually ask what needs to happen to resolve this so I can receive the promo code to repurchase tickets but they won't tell me anything except that this is being worked on. It's been "being worked on" for THREE DAYS now.No one is doing anything and support won't help me.They just keep telling me to wait for an email. All I am asking for is the promo code so that I can repurchase tickets. If you cannot do this, I want a refund.
Business response
08/07/2024
Hi there,

We see that this issue was taken care of directly with the customer on our end, with their Swaps promo code being issued on 7/25/2024. We consider this matter resolved.

However, if you have any further questions, please reach out to us at ****************************** We will be glad to assist.

Best,
CX Team at SeatGeek
Initial Complaint
07/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased tickets on seatgeek for an AJR concert for over 850 $ via a credit I had for a concert on July 12 . When I went to put the tickets in my apple wallet the tickets had been transferred. I had to buy last minute tickets at over which cost over 1100 $ I connected Ticketmaster as the tickets were transferred to them from seatgeek and the case was sent to Ticketmaster fraud department. I was told by Ticketmaster that the tickets had been transferred out of my ticketmaster account by ********************** which was the third party error of transferring the tickets back to the original owner. I have spent countless hours chatting and talking with both companies who blame each other and seatgeek wont refund me for the tickets despite ticketmasters fraud department providing me the information and seatgeek wont do an internal investigation,
Business response
08/06/2024
Hi ****,

Thank you for allowing us to review and acknowledge your concerns as our fans experiences are of utmost importance to us. Ive read through this matter and will address your questions and concerns as they relate to SeatGeeks policies.

We feel itd be beneficial to explain how the secondary ticketing marketplace operates as SeatGeek does not own or generate many tickets listed for resale. Rather, when one purchases tickets, they buy from a third party. Because our customers are purchasing tickets that are owned and listed by individual resellers, our policies are in place to protect both the buyer and seller while still remaining fair to both parties.
When using SeatGeek, both buyers and sellers are agreeing to the Terms of Use. Which can be found here ************************************ . In addition, as part of our Terms of Use, SeatGeek does offer our Buyers Guarantee, found here **********************************************

Concerning your complaint, your order was fulfilled to the primary ticket platform, Ticketmaster, where your tickets were transferred.

You have provided screenshots of the order and of the transfer itself but not of Ticketmaster confirming this was a fraudulent transfer.

SeatGeek is not responsible for transfers that happen externally from our platform.

That being said, a one time courtesy was made and your order has already been refunded 100% as of 8/3/2024. This refund should be reflected on your original method of payment in 3-5 business days from 8/3/2024.

We consider this matter resolved.

Best wishes,
CX @ Seatgeek
Customer response
08/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I have attached a message that i had received from Ticketmaster that Seatgeek stated i hadn't provided.

Sincerely,

*******************
Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Today, July 24, 2024 10:47 AM - I spent $533.26 on SeatGeek for two tickets to a Penn State Football game on November 9th.I am not yet sure if I can attend the game, however, it is well known that tickets can be re-sold on ticket platforms, such as Ticketmaster, Stubhub, and SeatGeek. Before making my purchase, I looked everywhere on the ticket listing and subsequent order pages to see if it said anything about the tickets being re-sellable or non-re-sellable. Nothing was stated either way. However, I did see that SeatGeek has a section on their website where you can sell your tickets, and I saw the same seats (or very similar) listed as re-sellable on StubHub. I could only assume that these tickets were re-sellable. After purchasing the tickets, I immediately checked to see if they were re-sellable. They were not. So I immediately reached out to customer support to try to cancel/refund my order. (This was all done within 5 minutes). They told me the order was final.I am looking for them to cancel/refund the order, or exchange my tickets for a similar set of tickets that are re-sellable.Thank you, ******
Customer response
07/25/2024
Better Business Bureau:
Without a direct response, the business has resolved my complaint, by giving me access to my tickets via Ticketmaster. I received an email this morning. I am now able to resell my tickets. (However, these are two tickets, not side-by-side as anticipated)
Sincerely,

***************************

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