Complaints

This profile includes complaints for SeatGeek's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SeatGeek

  902 Broadway FLR 10 New York, NY 10010

• 

  SeatGeek

  400 Lafayette Street, 4th Floor New York, NY 10003-6900

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:11/16/2022

  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.

  I bought SeatGeek presale tickets on 7/14 /2022 for Metamoon concert on 11/26. They released second-best section tickets at official presale price $194.50, then after three months released best section tickets at official presale price $175. At the same time, they lowered the second-best section tickets to $152 too. This is unacceptable as this behavior is merely utilizing fans as presale tickets are supposed to be sold at fixed price. I contacted their online customer support and they refused to refund or exchange my tickets. Since the event is 2 weeks from now, they totally can help me exchange my tickets to better position with lower price, or even same seat now sold at lower price.

  Business Response

  Date: 11/30/2022

  Hey **, 
  
  First off, thank you for replying to our recent survey. We really appreciate you taking the time to let us know about your recent experience, and we wanted to reach back to you to discuss it a bit more, if you're up for it.
  
  It sounded like you weren't happy with the price you ended up paying for your tickets. We can absolutely relate! As you may know, SeatGeek is a platform which connects buyers and sellers of the secondary ticket market. This means we do not have control over the prices listed on our site; none of the inventory is owned by us, but is sold either by professional businesses or individual sellers.
  
  We definitely know the pain of tickets being way pricier than expected for an event. Since sellers are under no obligation to sell their tickets for any less than they want to price them, though, we have to find other ways to try and influence the prices down.
  
  Some of this we do through education, by reaching out to sellers to show how and where they can drop prices to reach more buyers, sell more tickets, and get the most profit in the end. We also incentivize lower prices by only displaying the cheapest set of tickets for each section/row. Finally, we work hard to make our platform as open as possible so that all the best deals are in one place, so sellers are competing with each other in order to get sales.
  
  There are also ways that you as a buyer can help make sure you get the best possible deal. When you want the best prices on tickets, this is what I recommend:
  
  1. Check the box office. You can often get the best deals buying direct from the box office, though you can occasionally get a better-than-box-office deal at the last minute on SeatGeek too! Be careful of hidden fees from the box office, though - they often don't show those fees until the very end of checkout, and you can end up spending more than you intend.
  2. Check the calendar. Ticket prices are often lowest in the weeks leading up to the event, which is when the most inventory is available and sellers are under pressure to sell their tickets.
  3. Check the amount of inventory on the secondary market. If the event is so popular that tickets are selling out days or weeks in advance, you may not want to wait until the last minute.
  
  Ultimately, it looks like you were able to track down some seats that were worth buying, and we hope you were able to have a truly wonderful time at the event! That said, we do understand that this was not the best experience for you, and we'd like to do what we can to help improve that for you. If you'd like, I can get you set up with a $20 promo credit for your next promo-eligible order of $21 or more. Would that help out at all?
  
  Sincerely,
  *******? at SeatGeek

• Initial Complaint

  Date:11/15/2022

  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.

  I purchased Cleveland ******** playoff tickets for April 15th 2022 using SeatGeek's app on my iphone. The game was never played due to the cavaliers losing and not making it into that playoff game. These tickets are still on the app like im going to ever use them. Seatgeek does not have a customer service phone number to contact so all complaints/inquires are done thru the website chat or email. I have worked with multiple representatives of this company who continuously give me the run around about this refund from April 2022. As of today, I have still been unable to get a refund around the $74 amount that was used to purchase these playoff tickets. I will never use Seatgeek services again due to this. Please make note that this company must need the $74 that i used to purchase tickets for an event that never occurred because it has been IMPOSSIBLE for them to issue me a refund.

  Business Response

  Date: 11/29/2022

  Hi there, 
  
  
  I see that this matter was already resolved with our customer service team. A 100% refund was issued in accordance with our Buyer Guarantee. 
  
  
  Best wishes, 
  SeatGeek CX TeamTell us why here...

• Initial Complaint

  Date:11/15/2022

  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.

  Just as the ************** started I had purchased ticket to the ******* baseball game. That game was cancelled due to the pandemic. They sent me an email that they would issue a refund if it was cancelled. They instead issued me a credit that they extended once since I kept forgetting I had a credit with them. I just remembered tonight that I never used the credit and I noticed it has expired again. I contacted them and they told me they can only extend the credit one time and there is nothing they can do. So I am out of $180 because I kept forgetting about a credit that should have actually been a refund in the first place. Now I know that their seatgeek buyer guarantee doesn't mean anything.

  Business Response

  Date: 12/07/2022

  Hi ****,
  Thank you for your feedback. We apologize for any frustration with the process. We'd like to get this resolved for you. We've followed up with you via email to begin your claim and get this resolved. 

  
  Can you kindly respond to the email at your earliest convenience? 

  
  We look forward to taking care of this for you,
  CX Team at SeatGeek
  
  

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair 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 have purchased my ticket for Metamoon Festival at Seatgeek on July 16th, I purchased 6 tickets and it cost me $1,391.28 which is ***** a ticket and now they are selling it a lot lower than what I bought. This is unfair for peoples that is buying ticket in advance.

  Business Response

  Date: 12/06/2022

  Hi *****,
  
  One of our customer service agents has reached out to you regarding your inquiry. When you have a chance, please respond to the email sent from **************** We look forward to working towards a resolution.
  
  Best Wishes,
  CX at SeatGeek

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Greetings,I purchased 5 tickets to a concert for my family to attend together to celebrate my twin childrens birthday. On Oct. 4, 2022, the date of the concert, one ticket was not scannable at the venue gates, per the employees at the gate. My family all got in with their tickets and I remained outside while attempting to reach TicketMaster and SeatGeek in distress and receiving no support. The following morning, Oct. 5, 2022, SeatGeek replied to my chat from the previous night and opened a 10-business day investigation. On 10/24/2022 they asked for additional information. Overall, I have furnished time and date stamped documentation proving my attempts to receive support before, during, and after the headlining performer. Sadly, I was NOT permitted into the concert that I had paid for and received a ticket to attend. I have complied entirely providing answers to their questions and documentation. I have allowed a more than reasonable amount of time for them to complete a thorough investigation as today, Nov. 11, 2022, marks the 28th business day.Additionally, on Nov. 10, 2022, **** from SeatGeek stated in writing that he was issuing my refund in full and finally apologized for my experience. Shortly after he then said he cant due to my account being in an dispute status which they are refusing to resolve after telling me in writing they will refund me in full to the card used. Their devious replies are inconsistent and lacking empathy for which I will not conduct future business with this company. I am seeking a refund of the purchase price of $121.50 full for services not rendered back to the card used for the original purchase. Best, *******************

  Business Response

  Date: 12/02/2022

  Hello there,
  
  Looking at this order we did offer to refund the customer due to the situation, we found that the customer had filed a dispute with their bank disputing this purchase. We are unable to process a refund while a dispute of the purchase is on going, and we then received information that the customer won the dispute and was refunded by their bank.
  
  Seeing as the customer has already been refunded, no further compensation will be issued by SeatGeek. This matter is considered resolved on the SeatGeek side, please let us know if you have any further questions or concerns.
  
  Thanks, 
  CX at SeatGeek

  Customer Answer

  Date: 02/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not only months after the fact but my refund was issued by my banking institution and my consumer protection. I still consider this company as unethical and fraudulent. I refuse to do future business with SeatGeek as this issue would most likely still be a pending issue had I not been protected by my banking institution.

   

  For anyone who finds themselves in a dispute with SeatGeek, their domestic entities are in ******** as entity ID: ******* for ******************** Holdings, LLC or ******* SeatGeek, Inc. 
  
  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/14/2022

  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.

  Hello,Today I missed my flight to ***************, **. I had to stay overnight for a flight on the thirteenth of November. So, I decided to purchase a Funny Girl front row ticket. I paid $980 for a front row ticket. I am not disputing the outrageous fees associated with the purchase. When it came time to be escorted to my seat someone else was sitting there. The staff was in a panicked mode and told me that they cant check the seat ticket numbers because the show was on. I turned back around and then the staff preceded to give offer me another seat that I did not pay for. I paid in good faith and expected the same in return. In their own policy it states the the ticket is a binding contract. It goes on to say that the ticket is for the right time, right place and the RIGHT SEAT that is listed on the legal document. I went in on good faith that the seat purchased would be the seat I was assigned at purchase would be the front row seat that I would.be seated in. Also, the house manager was accusing me that I didnt pay $980 for the ticket which was very inappropriate and unprofessional. Im very disappointed with the service and conduct blaming me for clearly their mistake. Could you please settle this matter quickly so we can move on in good faith. My ticket was scanned several times accusing me of fraud. I was completely embarrassed. It was not fraud They believe that I was at fault when their staff did not verify that the patron did not have a ticket for that seat. Please follow up with me soon also, they lied to me about the refund for for the ticket I called SeatGeek from the theater and the house manager told me there was nothing they could do until the box office open and I received an email at Support (SG Open)Nov 12, 2022, 8:34 PM PST. The ticket was legitimate. How unprofessional can you be. Thanks ***************************, **** ***** **** ******************************************************************************* ********************************* ************

  Business Response

  Date: 12/06/2022

  Hi *******,
  
  One of our customer service agents has reached out to you regarding your inquiry. When you have a chance, please respond to the email sent from [email protected]. We look forward to working towards a resolution.
  
  Best Wishes,
  CX at SeatGeek

  Customer Answer

  Date: 12/10/2022

  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:

  SeatGeek sold me a seat that was not available. SeatGeek sold me a $350 ticket for $980 and the front row seat I agreed to purchase was taken by another person. I was fraudulently sold a seat that was not available. I demand my money be refunded. ********************* would be insulted if she knew this was going on. Please refund to original card used for this transaction  Thank you for understanding.

   

   

   

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

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

  Business Response

  Date: 12/22/2022

  Hi *******, 
  
  We take instances of invalid tickets seriously at SeatGeek--It's part of our Buyer Guarantee, which protects every confirmed order that goes through SeatGeek. After reviewing your case, we have asked one of our teammates to reach out to you via email with our proposed resolution. Based on information provided by the theater, this ticket was not used due to a late arrival. This is a policy set by the venue, and as a result we cannot issue a refund for your order. Still, as a show of goodwill for the frustrating experience we have offered you a promo code worth 50% of your order total. We expect to be able to get this matter resolved directly. Please let me know if you cannot locate our agent's outreach.
  
  Best wishes, 
  SeatGeek CX Team

• Initial Complaint

  Date:11/14/2022

  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.

  I purchased tickets listed as ******************* and went through with the transaction. All of my email confirmations and receipts and the artist listing and photo on the ticketing website matched. Right before the event I received my ticket email and it now says ******************* Tribute, meaning now its a tribute artist. I cannot make it to the concert due to events around Tropical ***********************, but even if I could, I would feel robbed. Someone fraudulently posted the tickets under a real artist and then I was sent cover band tickets. Im seeking a refund. I attempted multiple times to get a human being and was spoken to passive aggressively by their responding customer service. I genuinely dont appreciate being scammed and then being talked to snidely because I asked for a refund.

  Business Response

  Date: 12/02/2022

  Hello there,
  
  This customer purchased tickets to a ******************* Tribute band, and there was never a purchase for ******************* tickets. We do not process refunds due to customer error, but it appears the area where the event was taking place was experiencing some hurricane conditions.
  
  Due to the weather conditions we did reach out and offer this customer a 100% refund in the form of a promo code that could be used towards a future event. At this time we have not received a response back from the customer as to whether the promo refund was accepted, but as soon we get approval from the customer we can proceed with a 100% promo refund. 
  
  Hopefully this information helps, but if there are any other questions or concerns please do not hesitate to reach out!
  
  Thanks,
  CX at SeatGeek

• Initial Complaint

  Date:11/14/2022

  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.

  I have purchased 2 tickets on SeatGeek on July 15, 2022. The order number is ***********. The amount I paid is $394.5 before fees per ticket. This is an unreasonable amount compared to the current price listed in the website, which is $292 before fees per ticket in the same floor section that I purchased. The price I paid for is unfair compared to what is given. Customers could normally sell their ticket on the SeatGeek platform but I was not given the change to refund or sell my ticket on the platform. The sell button is simply disabled for this event which is also unreasonable. I tried to sell these tickets on other platforms but there were no one that would be willing to buy due to the extreme high presale price. The website now has more affordable tickets with lower price, i do not know why aint I given the option to refund or resale my ticket when I havent attend the event yet. I would like a refund for the two tickets I purchased.

  Business Response

  Date: 12/02/2022

  Hello there,
  
  Ticket prices for all events are subject to change, they may increase in value or decrease in value as the event gets closer. The price the customer paid is the price agreed to at checkout when the purchase was made. We are not able to provide a refund due to ticket prices dropping, just the same way we would not charge more if the ticket prices were to increase.
  
  While we do offer resale for most event, the option to resell your tickets is never guaranteed for any event listed on our website. Once a purchase is made that purchase is final as stated on our website during the checkout process. 
  
  Seeing as these tickets were delivered and available for the customer in accordance with our Buyer Guarantee, SeatGeek considers this request resolved. Please let us know if you have any further questions or concerns!
  
  Thanks,
  CX at SeatGeek

• Initial Complaint

  Date:11/10/2022

  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.

  I will keep this to bullet notes.The purchase in mention was two concert tickets for an event at 6:30 PM on 08 November 2022 I purchased tickets to a concert on 09 May 2022 for $288.40. On the date of purchase, I was informed that I would be sent the tickets closer to the event.On 06 November 2022, I was notified via email that "the seller of the your tickets just let us know they have transferred your tickets to you"This email was sent directly to my spam folder, and was sent at 1:30AM so I never saw it.On the evening of ***********, I noticed that I did not have access to the tickets. They were never sent to me, nor were they deposited into my Ticketmaster account (as expected).I reached out to SeatGeek, and they were able to send me the tickets, but they were not sent until I begged their customer service to help me, and they were sent at 8:27 PM --- two hours after the event had started.Because of this, I missed the event.I uploaded the conversations that I had with SeatGeek (.doc), and a screenshot of the email that I received with the tickets that is timestamped two hours after the event started.

  Business Response

  Date: 11/22/2022

  Hello *******,

  Thank you for the feedback. It looks like this refund is currently in dispute with this customers bank. We suggest reaching out to your banking institution in regards to this. If you have anymore questions, please give us a call at ***************** days a week 10am EST - 6pm EST.

  Best,
  CX Team at SeatGeek
  
  

  
  

• Initial Complaint

  Date:11/09/2022

  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.

  On August 13, 2022 I purchased two tickets to the Arcade Fire: The "WE" Tour with special guest **** concert at ***************, Brooklyn on November 4, 2022. At $559.90 for two tickets, I paid way more money for these than I ever wanted to for a concert, but they are great seats and I am an HUGE **** fan. Seeing him play an acoustic set was my main motivation for attending the concert. Arcade Fire was going to be a nice bonus. After sexual abuse allegations against Arcade Fire's front man, *******************, **** pulled out of the concert and was replaced by a Hattian band I have never heard of. This concert is almost 3 hours from my house and would require an overnight stay, which would have been fine, but it's not something I'm willing to do for a band I am no longer willing to support and another I've never heard of. I have reached out to SeatGeek for a refund, they told me to contact ***************, and *************** told me to reach out to the promoter. When I asked who the promoter was, I was told, "We recommend doing a ****** search for either the shows Manager or event Promotion." Helpful. All places tell me to resell my tickets. That would be a perfectly fine option if someone would actually purchase them, but they've been listed in multiple locations for significantly less than I paid for them, and no one bought them. This concert was this past Saturday. I was unable to sell the tickets, event for half of what I paid for them, and we did not attend the concert.From what I was able to ******, I believe Live Nation was the promoter. I had filed a BBB complaint with them, and I received the following response: "We completely understand your decision to no longer attend with current allegations. Please direct your inquiry to your point of purchase, seatgeek. Sorry we are unable to assist you."I fully believe I am no longer receiving the service I paid for, and I am respectfully requesting a full refund of my tickets.

  Business Response

  Date: 11/22/2022

  Hi *****,

  
  Thank you for your feedback. We apologize for any frustration with the process. We'd like to get this resolved for you. We've followed up with you via email to begin your claim and get this resolved. 

  
  Can you kindly respond to the email from *************** at your earliest convenience? 

  
  We look forward to taking care of this for you,
  CX Team at SeatGeek
  

  
  

  Customer Answer

  Date: 11/30/2022

  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]

   SeatGeek tells me in their response that they sent me an email about this, and asked me to respond; however, I have not received an email from them since before opening this complaint. 

   

   

   

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

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

  Business Response

  Date: 12/19/2022

  Hi there,

  Following up on the case made to SeatGeek for the Order *********** of $559.90, the internal team has offered a promo code refund in the full amount of the purchase for the customer's non-desire to see the band, Arcade fire. 

  To accept the full promo refund back to the account that was used to purchase with, please follow up with the most recent email thread with customer support. For any other questions or concerns, please reach out to *************** right away. 

  Thank you,
  SeatGeek CX