Business Profile

Event Ticket Sales

SeatGeek

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Complaints

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

Customer Complaints Summary

1,789 total complaints in the last 3 years.
712 complaints closed in the last 12 months.

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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:02/13/2025
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.
I had an access code for the artist presale to purchase tickets for a concert, but my experience with SeatGeek was highly disappointing. The presale began at 12 PM EST, and I entered the waiting room at 11:12 AM. Once in the queue and ready to purchase, I entered my artist presale code and successfully accessed the site. I selected two tickets in Section 121 and clicked "Checkout," but the website refreshed and placed me back in the waiting room. After waiting again, I was able to re-enter, entered my code, and received an error message stating that the code was invalid. I repeatedly entered the code, but the page kept refreshing. Eventually, I was able to get back in and view the same seats, but upon attempting to checkout, I received an error stating that the seats were no longer available. There were other seats in the same section, further back behind the row I had initially selected, but the prices were nearly three times the original cost. The dynamic pricing is concerning, particularly for presale members. Unfortunately, the city and state where this show is located only offers SeatGeek, so I guess I will be going to ******* instead to deal with ************ because I simply cannot deal with SeatGeek anymore. It is especially frustrating that after waiting in the queue and using my entire lunch break to secure tickets, I was left with nothing. The first-come, first-served system appears to be flawed, and being kicked out of the site after waiting is unacceptable. I have attached a screenshot of the tickets I viewed, along with the error message I received.
Business Response
Date: 02/16/2025
Hi *******,

I see that this matter regarding the access code, may have already been resolved with our customer service team. An order was successfully placed on 02/14 after this submission.

If further support is needed on this order, please reach out to us at *******************************************************

Best wishes,
SeatGeek CX Team
Initial Complaint
Date:02/12/2025
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 bought some game tickets through seat geek but they arent usable Ive contacted the merchant a few times and have found no resolution and the event is in 48 hours. I have asked them to honor their policy of a refund or better seats and havent been offered any despite multiple instances of contact. The costumer service seems so unorganized I keep on getting told to try the same troubleshoots even though they have repeatedly not worked. I just want them to honor their own policies
Business Response
Date: 02/13/2025
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 understand the frustration youre experiencing, especially with your event scheduled for tomorrow, February 14, 2025.
We want to assure you that you are currently in contact with a representative from our team at SeatGeek, and we are actively working to resolve your ticket issue. Our team follows specific troubleshooting steps to ensure that you have access to your tickets, and these steps need to be completed before we can determine if further action is required.
If these troubleshooting steps dont resolve the issue, you are fully covered by our Buyer Guarantee, and we will work to find a suitable solution, whether that be a refund or other alternatives, as per our policy.
We kindly ask that you continue collaborating with our team as we work through these steps. Our goal is to ensure that you have a smooth experience at your event.
Thank you for your patience and understanding. We look forward to resolving this matter as quickly as possible.
SeatGeek CX Team
Initial Complaint
Date:02/12/2025
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 purchased concert tickets during a fan presale on Feb. 11, 2025 ******** Cowboy ****** for DC). I came directly from the artists website and SeatGeeks website was listed as the authorized seller. I selected tickets in a lower-level section (200s) and quickly went to check out. Fan presales are notoriously competitive and fast-paced, with little time to spare in the checkout process. During the checkout process, a pop up appeared. Without time to spare, I quickly proceed to check out and paid. Only then did I realize they swapped my 200 level seats with ones in the top level, the 400 section. How are those considered comparable?? When I went back to figure out what happened, I realized the pop-up said that the tickets were sold out but seat geek had replaced them with comparable seats. As you can see from the attached photo (which was taken after the fact), the necessary information that would allow someone to realize they are not purchasing their original selection is not noticeable. In bold is buy tickets which makes a buyer who is frantic trying to secure quick-selling tickets think theyre the same ones they originally selected. These are misleading businesses practices. I asked for a refund based on this bait-and-switch tactic and SeatGeek refused and would not rebate my complaint so I could speak to anyone else.
Business Response
Date: 02/13/2025
Thank you for giving us the opportunity to review and acknowledge the customers concerns as our fans experiences are of utmost importance to us. Weve read through this matter and will address your questions and concerns as they relate to SeatGeeks policies.

Due to high demand for this event, we have a Seat Priority tool that automatically adjusts seat availability. When a selected seat is unavailable, a pop-up window notifies customers that their chosen tickets have sold out and presents similar available options.

These alternative seats are offered at the same price but may be in a different section or level. Customers can either accept the new seats or decline the offer. The alternative seats were presented before the order was placed, and it is the customers responsibility to review all details before completing their purchase. Refunds and exchanges are not permitted for this event, but the resale option will be enabled on 2/15/2025 if the customer wants to look into reselling their tickets to recoup their cost.

If the customer has any further questions, they can reach out to us at *******************************************************. We will be glad to assist.

Best,
CX Team at SeatGeek
Initial Complaint
Date:02/12/2025
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.
On February 5, 2025, at 10:45 AM, I purchased tickets for *** ******: After Hours Til **** Tour with Playboi Carti and **** **** at ************ in *********, **, on August 27 at 7 PM through SeatGeek.Immediately upon receiving my receipt, I noticed that the assigned row number was not the one I selected. I contacted SeatGeek via chat at 10:59 AM and was directed to reach out to their support team via chat, phone, or email through my SeatGeek account. I promptly downloaded the app to try again. My second chat message was sent at 11:08 AM, at which point I received an auto-response stating it could take up to an hour for a ******** 11:50 AM, a representative responded, clarifying my initial question. I followed up at 12:35 PM and received a final update at 12:44 PM, stating that, during a presale, a seat priority tool is used, meaning if two parties select the same seat simultaneously, one gets bumped. However, the row I selected did not change until after my purchase was completed and the receipt was ********* escalate the issue from the chat, I called SeatGeek at 1:36 PM and 1:40 PM on February 5 and was assured that my request would be escalated, with a follow-up email to come. Since then, I have made multiple follow-up calls on February 9 at 5:47 PM, February 10 at 10:14 AM, and February 12 at 3:14 PM, each time being promised an escalation and a callback from a managernone of which have been fulfilled.According to SeatGeeks "Buyer Guarantee" (linked here: **********************************************), my issue should be covered, as I have made repeated attempts to resolve it. I have communicated that I am open to an exchange for another section, a refund, or even paying the difference for another section, yet I have received no resolution.SeatGeeks failure to honor its own policies and provide proper customer support is unacceptable. I am requesting immediate action to correct this issue.
Business Response
Date: 02/13/2025
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.

I have reviewed this case regarding your tickets for *** ******: After Hours Til **** Tour with Playboi Carti and **** ****, on 8/27/2025.

When an event is in high demand during its pre-sale, such as this one, we utilize the Seat Priority Tool". This is for occurrences where multiple customers select the same seat at around the same time. This means that the customer who purchased the seat last still receives a seat of equal or greater value. We do this to ensure that all customers in the pre-sale get a ticket for the price they initially selected. We also do this to make sure they do not have to go through the purchase process numerous times in hopes of getting a ticket- especially as ticket prices can vary depending on the section and row.

SeatGeek also has an all sales final policy so we are unable to cancel or exchange your order once it has been submitted. For this event, resale and transfers are available. Luckily, you are able to resell these tickets in order to recoup your money!

If you cant use the tickets (or dont want them anymore), its easy to re-list them on the SeatGeek Marketplace. Heres some info on that: *************************************************************************

We even made a demo video about listing tickets to make things easier. Check it out: ***********************************************************

Your best shot at getting your money back is to simply resell them. The majority of tickets on the SeatGeek Marketplace end up getting scooped up.

Thank you again for allowing our team to review your concern. Please feel free to reach out to hi@seatgeek with any further questions.

Sincerely,
SeatGeek CX Team
Customer Answer
Date: 02/13/2025
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 .
There was no mention of this priority tool prior to my purchase nor did I receive a notification that my seats were not as selected until after I received my receipt. As stated and offered in the buyer protection , my order was not correct.

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

Sincerely,

***** *****

Business Response
Date: 02/17/2025
Hello ******

We appreciate your response and additional feedback. We have reviewed your order and can provide the following information.

During a presale, when multiple people have selected the same set of tickets, we offer an alternate set of tickets which still must be agreed to prior to completing the order. These seats were agreed to prior to check out. We offer additional seating before an order is completed to help assist customers so that they don't have to go through the purchase process multiple times before getting tickets. The alternate seating option is always offered and can be declined if the tickets are not what you are looking for. Section C110, Row 10, Seats 17 and 18 were agreed to prior to checkout.

Since the order was valid when placed, we are not able to offer a refund or exchange on your order as SeatGeek has an All Sales Final policy. For this event, resale and transfers are currently available, and if you don't want to keep the tickets, you are able to list them for resale in order to recoup your money!

We consider this case resolved, but if you would like to reach out for additional support please contact us at *******************************************************.

Best wishes,
SeatGeek CX Team
Initial Complaint
Date:02/12/2025
Type:Delivery 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.
Order ID *********** Date Fri, Feb 7 at 11:46am Quantity 3 Tickets Section Section N109 Row 30 Email *************************
Business Response
Date: 02/12/2025
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 have advised that we are not able to cancel this order and will remain All Sales Final per our terms of use.

In previous interaction through email, we advised listing these tickets for resale through SeatGeek once the order is fulfilled or through alternate ticketing platforms.

We consider this matter resolved, but if you require further assistance, please reach out to us at *******************************************************

Best wishes,
SeatGeek CX Team
Customer Answer
Date: 02/13/2025
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:

I do not live in Canada. All I want is for the merchant to refund this transaction, so I can buy tickets to the Chicago show. i need those funds to be able to do this If I have to resell them, there is no guarantee that I will find a buyer in time, and I do not have possession of the tickets in question. Please help. In the event that I do not get a refund, I will never use this service ever again.

Thanks,
**** **********

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

Sincerely,

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

Business Response
Date: 02/17/2025
Hello ****,

We appreciate your response and the opportunity to address this order with you.

This order was valid when placed and it was placed for the Toronto show. Once an order is placed, SeatGeek is not able to offer an exchange or refund unless the event is fully cancelled. This falls under our All Sales Final policy.

If you are not able to attend this event, then the best option to recoup your funds, would be to list your tickets for resale.

This matter is considered resolved, but if more assistance is needed, we can be reached at *******************************************************.

Best wishes,
SeatGeek CX Team
Customer Answer
Date: 03/04/2025
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]
I made a mistake and click to buy tickets in the wrong city. I need them to cancel the transaction, so I can start over. I do not live in ******, and I do not have the means to get there. Also I cannot resell tickets that I do not have. If you make me resell the tickets, we will never do business again.

Thanks,
**** **********

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

Sincerely,

**** **********
Initial Complaint
Date:02/10/2025
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 am filing this complaint regarding a presale ticket issue I experienced with SeatGeek for The Weeknds show in *********, **. I received a presale access code (*********) from SeatGeek, which initially worked, allowing me to select my seats. However, before I could complete the purchase, the code suddenly stopped working. I immediately reached out to SeatGeek for assistance, but the issue was not resolved in time, and the presale period ended before I could buy my tickets. As a result, I lost the opportunity to purchase tickets at the presale price and am now forced to buy them at a higher cost during the general sale. SeatGeek acknowledged the issue but only informed me that general sale tickets were now available, offering no compensation or alternative resolution. Their technical failure directly impacted my ability to secure tickets at the discounted presale rate, which I believe is unfair. I am seeking a resolution in the form of a discount, price adjustment, or other compensation to make up for the financial disadvantage caused by this issue. I hope SeatGeek will take responsibility and offer a fair resolution.
Business Response
Date: 02/11/2025
Thank you for giving us the opportunity to review and acknowledge the customers concerns as our fans experiences are of utmost importance to us. Weve read through this matter and will address your questions and concerns as they relate to SeatGeeks policies.

The presale for tickets for *** ******: After Hours Til Down Tour began on Wednesday, 2/5/2025 at 10 AM EST and ran until Thursday, 2/6/2025 at 9 AM EST. The customer reached out to us after the presale had already ended and it appears they were attempting to use the code past the 9AM EST cut off time. As a courtesy, we added a $20 promo code to the customers ******************** account that could be used towards a future purchase but we are not able to offer additional compensation.

If the customer has any further questions, they can reach out to us at *******************************************************. We will be glad to assist.

Best,
CX Team at SeatGeek
Customer Answer
Date: 02/13/2025
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]
I appreciate the $20 promo code, but unfortunately, it does not adequately address the inconvenience I faced due to the presale code failure. I was in the process of booking three tickets priced at $300 each, but because of the issue, I lost access to those seats. Now, prices for the same section have jumped to over $400 per ticket, and the remaining seats are not as desirable.
Given this significant price increase, I believe a $20 credit is insufficient. As a fair resolution, I request that SeatGeek waive the platform fees on each ticket as a way to offset the financial impact caused by the presale issue. Alternatively, a $300 credit would be a reasonable compromise, considering the price difference and the inconvenience caused. I hope SeatGeek can recognize the impact of this situation and provide a more appropriate resolution.

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

Sincerely,

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

Business Response
Date: 02/17/2025
Thank you for reaching out again. We understand the concerns regarding this matter and appreciate the opportunity to clarify SeatGeeks policies.

As previously stated, the presale for tickets to *** ******: After Hours Til **** Tour ended on Thursday, 2/6/2025, at 9 AM EST. The earliest communication we have from this customer was their chat which was initiated at 11:14 AM EST. Meaning this customer reached out after the presale had closed, and it appears they were attempting to use the promo code past the designated cutoff time.

As a courtesy, a $20 promo code was added to the customers ******************** account for future use. And as stated previously, there is no additional compensation beyond what has already been provided.

From here, this matter is considered resolved.

If there are any additional questions or concerns, please reach out to us at *************************** and wed be happy to assist.

Best regards,
CX Team at SeatGeek
Initial Complaint
Date:02/10/2025
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.
Tickets for event were purchased 1/18/25, tickets were never received. The morning of the event I spent 3 hours chatting with their service teams to get the tickets to no avail. When I arrived at the venue 30 mins prior to the event I had to purchase tickets since mine had not arrived. They are claiming that I have no right to a refund due to the timely delivery of tickets which there chat shows it was 5 mins before the event this is not a reasonable timeframe. They had a month to get the tickets to my event on 2/10/25 and waited until 5 mins before, after I had to make alternate plans.
Business Response
Date: 02/10/2025
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, Tickets were purchased on 1/18/2025 and the seller fulfilled these tickets on the same day, 01/18/2025.

SeatGeek did not receive any communication from the buyer regarding not being able to access this original ticket transfer until the Day of the event, 02/09/2025.

Upon receiving outreach, we contacted the seller for a re-transfer of the tickets and the tickets were then retransferred to the customer.

Since the tickets were fulfilled within our Buyer Guarantee and then retransferred by the seller, we are not able to offer accommodation or compensation on this order.

We consider this matter resolved, but if you would like further support please reach out to us at *******************************************************

Best wishes,
SeatGeek CX Team
Initial Complaint
Date:02/09/2025
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.
On 1-21-25 I purchased 2 tickets to ***** Glasers 2/13 comedy show at ******************** in ******, **. The seats very close, one in section 302 Row H seat 5 (of a 9 seat row). Within a minute, a 2nd at a slightly higher price in that same sect302 row H for the sold out Valentines show. I secured transportation from ************ at the same hotel for Feb13-14 @>$300.SeatGeek confirmed and transferred the first ticket, 2/13 302/H/5, as advertised. However, the second ticket sold was nonexistent. Instead, they confirmed& transferred a seat across the theater without my consent. I promptly contacted them before accepting any tickets. They refused a refund or an exchange for seats close together, citing that the tickets were purchased separately (a requirement for single tickets). Further review and comparison with all other ticket broker sites I find, it is evident that SeatGeek double listed each available single seat for the show. The actual available seat listed had a seat number matching all of the other broker sites. YET for each of these, SeatGeek lists a second available seat, $8-$10 higher in price in the same section&row without a seat designation. What SeatGeek is doing here, is fraudulently double listing a ticket or listing a matching phantom ticket ( and deceptively pricing tte phantom tix slightly higher for every available single seat. Of course, these seats appear distinct and close together and must be purchased in two transactions. When this happens, SeatGeek pulls a bait and switch. since the second ticket does not exist, they transfer an alternate available single seat elsewhere in the theatre and call this a legitimate even exchange.Seat Geek since presented 2 options: resell (with fees) and buy the tickets again at now twice my original cost, or accept a vague promo code in exchange for the tickets that are now worth hundreds more than I paid. However, as of February 6, 2025, they have not removed their fraudulent ticket listings
Business Response
Date: 02/10/2025
Tell us why here...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, The first order was placed for one ticket in Section 302, Row H. The first order was fulfilled with a ticket in Section 302, Row H. The second order was placed for one ticket in Section 305, Row H. The second order was fulfilled with a ticket in Section 305, Row H.

The orders were placed for two different sections, 302 and 305, which can be seen in the order confirmation emails sent by SeatGeek.

We offered to buy back the tickets from you for promo code refunds so that you could purchase tickets together instead of the original purchases which were made in two different sections. This offer was denied, but can be accepted through the ongoing contact with our Fan Support team.

We are unable to offer any additional compensation or accommodation on these orders as they were both fulfilled correctly for the two sections that were purchased.

We consider this matter resolved, but if you would like to further support please reach back out to us at *******************************************************.

Best wishes,
SeatGeek CX Team
Customer Answer
Date: 02/12/2025
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:
SeatGeeks response is filled with smoke and mirrors and misrepresentations.
1. SeatGeeks excuse that many of their ticket listings are on behalf of a third party is irrelevant here. They state, SeatGeek does not own or generate many tickets. However, the ticket I purchased in 302 H (no seat) before it was changed to section 305 was not a third-party ticket or one of the many. By their own admission, the second ticket they sold to me in that row did not exist. Therefore, they explained that they replaced the ticket with what they considered an equivalent location. A listing must be a legitimate ticket with an available seat to be considered a third-party listing. Thus, implying that their hands are tied due to a third party is disingenuous.

2. SeatGeek claims that I purchased tickets in two different sections. This is untrue. The purchase process in the app will have you highlight a section to see the available seats there and then click on the specific seat or seat location you will purchase to bring up the purchase screen for that ticket. I was shopping in only section 302 row H as I had just purchased seat 5 in that section and row. To imply that I instead chose a seat on the opposite side of theatre is absurd and again disingenuous.
Both of my tickets were purchased for listings in Section 302, row H within a minute of one another.

3. SeatGeek s implication that a confirmation for a specific seat is proof that the buyer selected to purchase that seat is dishonest.Upon purchase, SeatGeek promptly sends an email acknowledging receipt of the order, including an order number and event details, but omitting the purchased seating information. Both of these came right away after each order, which were placed within a minute of one another. Within a minute or two later, SeatGeek follows up with the purchase confirmation, listing the seats theyd secured for the buyer. However, this confirmation does NOT reflect the purchased seat location as listed unless SeatGeek actually secures those seats that they advertised and sold to you. The confirmation for my second ticket listed in section 302 row H, however, was concerningly delayed and the ticket provided me was instead in Section 305, across the theatre.

4. The buyers guarantee that Seat Geek references assures the buyer that the tickets you receive will be the same as those you order. Yet, its concerning that SeatGeek seems to be knowingly listing and selling seats that do not exist.
When my seat was replaced with one across the theatre, I immediately contacted SeatGeek the SeatGeek representative explained that when the seat doesnt exist then seatgeek can reassign an equivalent seat. He also stated that (when seats are bought close to one another) that is not guaranteed they the seats will actually be near one another if not on the same order. On Feb 10, I asked the **************** at ******************** about purchasing another listed ticket to this show with a specific section and row, but without a seat assignment. ( one priced slightly above one that had a legitimate seat listed) I asked him what seat it was for and he said that it had not a specific seat. I asked what happens if there is no seat available in that row after I buy it. He explained that they will guarantee to find one within 4 rows in the same section . It is telling that SeatGeek is aware that they are selling tickets without actual seats and that they seem to have several plans for dealing with purchases of their non existent seats and these are not consistent, nor are they sold with intent to honor their buyers guarantee , nor is this a 3rd party issue.

5. Seat Geeks offer is inadequate and unfair. They have refused to provide seats together or with 4 seats of one another. Seatgeek only offered a SeatGeek promo code for a still undisclosed total value in exchange for my separated tickets which are now selling for triple what I paid for these. When pressed on Feb 10, I was told the promo code amount would be What you paid for the tickets. This is misleading since they failed to provide a final figure or explain how they would refund and/or waive the associated service fees, or whether they would be keeping and again collecting these which would ultimately negate -almost the entire the amount of the code and have them left with nothing to buy tickets that are now triple the cost.

I have already spent close to $300 cash that SeatGeek refused to refund. Therefore, their offer does not seem like a remedy or compensation. It appears to be yet another way for SeatGeek to profit at my loss.

SeatGeek on several occasions has admitted to relocating my seats and offered an in equivalent promo code. They seem to have been open to admitting moving my seat until the filing with BBB when they now present a disingenuous and clouded version of events.

I am not optimistic about being made whole here and I will now also lose associated travel related deposits as it took SeatGeek nearly 3 weeks to address this issue after assuring me that they would look into it and see what could be done.

I hope that BBB will investigate and advise SeatGeek to discontinue this practice going forward. They have removed the seatless extra listings from this show as of tonight.

[Your Answer Here]

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

Sincerely,

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

Customer Answer
Date: 02/17/2025
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 has falsely claimed that my issue was resolved when, in reality, they have failed to address it in any meaningful way. They have neither provided a refund nor honored the seat location I purchased. Instead, they have only vaguely referenced a promo code without disclosing its value or terms, which they could have sent at any time. Remarkably, SeatGeek also made a condition of receiving said undefined promo code that I return tickets that I purchased which were then selling for 2-3 more money my purchase price. Thus SeatGeek is offering to make even more money off of their failure to provide the seats purchased at my further loss.

SeatGeeks customer service acknowledged that they sell tickets without actual seat assignments and, they also acknowledged that it is policy to move people to other locations when they sell such tickets. Even even after this complaint, customer service again attempted to sell me another such ticket explaining that it is guaranteed in the same section s***e there is no seat associated with it. This is a bait and switch that SeatGeek seems trained to carry out.
Seat geeks only resolution after placing my 2nd ticket listed in section 303 row across the theatre to section 305, was to take back my tickets, that they could then sell for 2-3x what I originally paid, in exchange for an undefined promo code that they seem determined to withhold the value and terms thereof.

SeatGeeks arguments are irrelevant and meant to cloud the issue. I never requested nor expected consecutive seats as they imply. I only asked for a seat in the section and row that I had purchased from their listing and when they could not provide this, I offered a compromise of a seat within 4 of the listing row or even an exchange for both seats for any two seats within 4 seats *** one another in the theatre. They refused all compromises and instead looked for a way to make more money from the tickets that they had would to me.
SeatGeek took three weeks to respond, and by then, the event had passed. Throughout this process, they have provided conflicting explanations, falsely suggesting that my ticket was reassigned due to separate orders or third-party sellers when, in reality, they knowingly sold a non-existent seat and I merely asked that the location be honored within the row or a few seats thereof.

Their refusal to disclose the value or terms of their only proposed resolution and their attempts to misrepresent events demonstrate a clear lack of transparency and good faith. I request a full cash refund and that SeatGeek be held accountable for listing and selling phantom ticket for seats they never intend to honor.

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

S***erely,

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

Business Response
Date: 03/10/2025
Hello *****,

Thank you for reaching out to us again. We always appreciate the opportunity to provide clarity.

Order *********** was placed on 01/21 for section 305 row H
Order *********** was placed on 01/21 for section 302 row H

The orders were completed for different sections, 302 and 305. This has been confirmed on our end, and can be seen the order pending and order confirmation emails that were sent to you after purchase. The section and row information is listed in both emails. The orders were then fulfilled correctly within our Buyer Guarantee later on 01/21.

We did offer a 100% promo code refund in exchange for buying the tickets back prior to the event. This was offered, but the tickets were not transferred back to SeatGeek prior to the event date.

We consider this matter resolved and will not be offering a cash refund on either order.

If further support is needed, please reach out to us at *******************************************************

Best wishes,
SeatGeek CX Team
Initial Complaint
Date:02/09/2025
Type:Service or Repair 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.
Purchased tickets from SeatGeek on 2-5-2025 at 2:45 pm for concert (**** Top at **************) on 2-7-2025 at 8:00 pm. Shipping email confirmed that order would be delivered between 12-4pm the following day (2-6-2025). This time worked great as we planned to depart for the concert in another city by 12 pm on 2-7. The next evening at 7 pm (2-6), well after the scheduled delivery time, I received an email that *** had attempted to deliver tickets. I was at home during this time and no one from *** knocked on my door, rang the door bell, or left a note (required for attempted delivery)- meaning *** did not deliver to my house. I also have outdoor cameras which show that no one from *** visited my house. After receiving this notification I attempted to schedule a pickup at a *** location- thinking this would be safer than waiting for a home delivery considering my departure time the following day. The next morning (2-7) I called *** 5 times and spoke with customer service 3 times, I also visited the *** store where I was scheduled to pickup- on each contact no one could locate my package. At this time I contacted SeatGeek to let them know I could not find my tickets and was soon to depart for the concert. ** urged me to continue to reach out to ***, which I did unsuccessfully. I then called the concert venue (*****) to see what information I would need from SG to issue a copy of the ticket. I called SG again and they told me they would contact the original buyer. The original buyer did not have any ticket information. One of my primary complaints is that SeatGeek was unable to provide ticket details from the seller, this would have allowed me to have the venue issue a replacement. SeatGeek should have also realized that *** was not going to get my ticket to me in time. I paid $65 in fees for this ticket and SeatGeek was unable to provide any information/details about this ticket which would have allowed me entry into the venue. I was unable to attend the concert.
Business Response
Date: 02/10/2025
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 the customers complaint, we understand that your tickets were mailed as hardstock tickets by the seller. Additionally we see that *** per the tracking had attempted delivery, but marked that there was no one to accept the delivery when attempted. In this instance we are unable to verify whether the delivery attempt actually happened as we are only able to go off the tracking with **** Additionally leaving a note is at the discretion of the driver.

Having said that we do however understand that you had tried contacting *** as well as tried to setup in person pickup for your tickets at a *** facility. Because of that request though it took *** a full business day to move the tickets to a facility which may have contributed to the lack of response from them that you received. Additionally SeatGeek does not provide seller information to customers and in this case we were not able to provide the ticket details as they were hardstock mailed tickets, not digital.

Because of all this though we want to make the situation better for you since there was no way for you to know that the pickup request delayed things further, so we will be having a new agent reach out to you with what options we have available to you. At this time please expect an email here shortly and we will consider this matter resolved.

Warmly,
SeatGeek CX Team
Customer Answer
Date: 02/11/2025
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 and the matter has been resolved.

Sincerely,

******* *****
Initial Complaint
Date:02/09/2025
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 purchased 3 tickets for ****** Eilishs concert this past December at the *********. The price for all 3 was $1,788.60. When I initially purchased the tickets, the section looked promising. However, when I arrived to the seats at the concert, it was heavily obstructed by production and pillars. The ticket and listing did not give this warning and was very misleading. I did contact SeatGeek customer service numerous amounts of time asking for a full refund or even compensation but they refused. They told me that the pillars and production are part of the show and do not interrupt the experience, which is the worst excuse ever. It was blocking the view and I had to either look at the Jumbotron or keep moving my head back and forth. The SeatGeek customer service is horrible and I gave them multiple chances to make things right but they refused.
Business Response
Date: 02/10/2025
Hi there,
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, if the tickets were considered as obstructed by the venue it would've indicated on the tickets. If that note was not on the tickets we would not be able to offer any refund.
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
Customer Answer
Date: 02/11/2025
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:

You state that you, SeatGeek, do not own or generate tickets. I do understand that I am buying from a third party. I get thy it is also being listed by individual reseller but did it occur to you that the reseller failed to list the ticket as obstructed in order to just make a quick sale on your website? I dont think thats fair. Did you guys even verify that the ticket had a clear view because I think not. To me, it seems like youre just caring about sales and money. Ive used SeatGeek multiple times and have had my fair share of obstructed views but this instance was not it. I get they would have indicated obstructed on the tickets but the original reseller failed to do so. I kindly request a refund. I am not satisfied by your response.

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

Sincerely,

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

Business Response
Date: 02/12/2025
Thank you for your photo, and for taking the time to share your reason for the rejection of our response. With regards to your response, its important to note that any notations from the venue are listed directly on the tickets you use to scan into the venue.

Upon viewing the tickets you received, there is no venue-designated notation indicating a limited or obstructed view, therefore the seller would not have any information to indicate any issues with the view as the seller is not associated with the venue or event production team.

We are unable to refund your order in accordance with our policies, however for more information about SeatGeek's policies regarding obstructed views, you can view our *********** article What if my seat has a limited or obstructed view? located here: *****************************************************************************************************************************;

We deem this matter to be resolved in accordance with our Buyer Guarantee, which you can read here: ***************************************************;

Best wishes,
SeatGeek CX Team
Customer Answer
Date: 02/17/2025
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:

I am still not accepting this response. According to your own policies, you state this:
If a venue has designated a ticket as an obstructed view and the seller does not list it as such, we would consider this a failure to meet our Buyer Guarantee. That said, not all venues designate obstructed views in the way that we would hope they would. Older venues, in particular, might consider a pillar blocking the view to be a part of its historical value and will not consider the seats obstructed. In these cases, we are unable to offer refunds.
The pillar that was blocking the view was not part of its historical value. It was part of production and it was blocking completely and my view was highly obstructed. The seller did not list the ticket as such and it was a clear violation of the buyer guarantee. I dont understand what I have to do or what more to say. If you were in my position, attended a concert and spend thousands of dollars for a seat that was misleading, you would also be in my shoes trying to make things right. You guys are a company and right now, you guys are following your policies and keep on copying and pasting responses with no remorse or compassion. Is this how you treat all of your customers? I am highly disappointed in the way you guys handle things and no wonder why you have horrible reviews. I have been nothing but very nice to you guys and all Ive asked was for a simple refund and I would have taken my business elsewhere. Frankly, I will continue to reject your responses until we figure out a good middle ground or you refund my money.

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

Sincerely,

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

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