Complaints

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

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  Tickpick LLC

  225 W 34th St Ste 1708 New York, NY 10122-1703

  
• 

  Tickpick LLC

  One Columbus Place, N19D New York, NY 10019-8227

  

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:11/14/2023

  Type:Delivery 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.

  In May, 2023, I sold a pair of tickets to the ***************** @ ******************* game on 11/12/23 on TickPick, order #*********, with an in-hand date of November 11, the day before the game. On the morning of November 11, I received an email from TickPick, acknowledging that my in-hand date was that day and asking me to send the tickets as soon as I could since the buyer was getting anxious. I was on a trail most of the day with limited Internet access and didn't get to being able to send the tickets until about 7:30pm EDT 11/11/23. However, when I went to the TickPick site to get the email needed to forward the tickets to, the order page replaced the buyer's email with one that said, ************************************ I immediately messaged TickPick, asking for a response about this and never received one.Below is TickPick's specific stated policy on this, stating to list as "conservative" an in-hand date as possible and that an order will only be cancelled if not delivered by the in-hand date:"When you're listing tickets for sale, you'll be asked if the tickets are currently in your possession. If they're not, you'll be able to mark an "in-hand date," which will be advertised on your ticket listing to potential buyers. Please be as conservative as possible when setting your in-hand date. If you're unable to deliver your tickets by the in-hand date as promised, TickPick may cancel the sale at its sole discretion and you may be subject to cancellation/replacement fees."

  Customer Answer

  Date: 11/14/2023

  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:11/13/2023

  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.

  Date of transaction: 11/10/23 Transaction Amount: $82.00 Item purchased: ticket to sporting event Order #: ********* Summary: I was never able to receive my ticket. There was a technical issue that Ticketmaster stated TickPick needed to fix. TickPick tried to blame my internet connection timing out for my issues (which is a complete fabrication and inaccurate to what the issue was). There was no genuine effort made to remedy the situation. I effectively paid for a good/service I never received. Therefore it's their obligation to refund me, which they are refusing to do.Attached are 2 images. One shows the ticket in my Ticketmaster app w zero information to allow me to get into the event (QR code, seat information). Ticketmaster stated TickPick needed to fix this issue.The other shows me trying to originally claim my tickets through tickpick. I kept receiving an error message. This is what they claim is a timeout issue. There is zero evidence supporting that as it was attempted through Wi-Fi and on mobile networks. There was no issue of internet connectivity or stability. They are just trying to use it as an excuse to get out of refunding.As I told them, I will continue to post negative comments through social media and elsewhere until they issue my refund.

  Business Response

  Date: 11/21/2023

  This matter has been resolved with the customer directly.

• Initial Complaint

  Date:11/10/2023

  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 ordered 4 tickets to a ** Bearcat basketball game through tickpick & paid $28 total. Order was confirmed by tickpicks. Day of game, my tickets had not yet arrived through email. I called & they told me that the ticket seller had made a mistake & did not have the tickets. They refunded my $28 payment & credited me $10 for my inconvenince. My issue is thier website state in their Buyertrust guarantee that "...we will work to replace your tickets with tickets of equal or better quality." As many tickets were still available (although at higher prices than I paid) & I made it clear to customer rep that I would accept 4 tickets in different locations (no need to be all together) I expected Tickpicks to honor their guarantee & give me the least expensive available 4 tickets. Customer rep stated that cheapest tickets available were too much more expensive than one I had ordered & were not "similar" to tickets I had ordered & therefore, I was refunded my money. I would expect to have been given 4 tickets at $67 each level which were the cheapest tickest available on their app. This would honor their guarantee. She quoted me a different section of guarantee that expalined how they would deal with tickets deemed invalid by the venue - which obviously did not apply in my situation as I had no tickets.

  Business Response

  Date: 11/21/2023

  Per the terms of our Buyertrust Guarantee: If there are any issues or discrepancies with the tickets that you receive from what was purchased, TickPick will do its best to find comparable replacement tickets. If replacement tickets cannot be found or are not available at a comparable price, TickPick reserves the right to cancel the order and refund the full purchase amount to the buyer.  In this case, replacement tickets were not available at a comparable price and the customer received a refund for the full purchase amount.  We are sorry for the inconvenience and hope to provide you with a better experience in the future.

• Initial Complaint

  Date:11/10/2023

  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.

  I sold four tickets using TickPick.Two tickets for the Chainsmokers concert at *********- ******** ** on 09/01/2023, confirmed the order and sent the tickets. Since that I never received the $280.50- amount confirmed on the email attached to this complaint.The other two tickets were for ****** and ******************* concert in ******-** sold on 08/19/2023, confirmed the order and still have not gotten paid for the $306.00 confirmed on their email (also attached).It is absurd, I already open two tickets on their website and still no response. I demand the amount to be paid in full.

  Business Response

  Date: 11/21/2023

  Our support team was able to guide the customer through the payment process and the funds have been issued.  This matter has been resolved.

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/18/23, I received text and email confirmation of a ticket purchase. I immediately went to the app and saw tix were immediately transferred to someone else. I do not know the bands or people listed in the transac??on as accepting transferred tickets. I immediately submited notice via the TickPick app that tickets were not purchased/authorized by me. I also immediately called TickPick to advise that the $549.91 charge was fraudulent and must be account hacking. I changed password and contacted my bank as suggested. TickPick advised that account would be notated with alert, which should flag it for additional charges. Apparently not, a 2nd charge for $142.89 for the same event and immediately transferred posted 3 days later on 9/21/23. I advised TickPick AGAIN of fraudulent charge and reminded them they were advised on the 18th that account was hacked and not to allow future charges. Also advised I had done everythng they suggested on the on 9/18/23 call (Changed password, submitted notice to TickPick support, notified bank).This time I completely closed my TickPick account since following their prior instructions of changing password and notating account did not prevent future charges.During dispute process, documents provided by TickPick to my bank evidence that the *** was not provided, despite this being a common fraud detection tool! It is also worth noting that *******'s own terms of service re: card dispute states must notify within 7 days of receiving credit card statement, which would have been much later than my no??fiction on the same day as both transactions (9/18/23 & 9/21/23) since my statement on which these charges appeared did not close until 10/11/23. Furthermore, TickPick's Privacy Notice states multiple times that information such as IP address will be captured, including for fraud detection, which they didn't do! At a minimum, they should not allow purchases without ***! Their recorded calls will support my immediate contact.

  Business Response

  Date: 11/21/2023

  TickPick uses a third party fraud detection system that works directly with banks and credit card companies, and all fraudulent purchase claims are investigated.  The customers account has been locked, and both claims have been forwarded to risk management for further handling.

  Customer Answer

  Date: 12/12/2023

  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:

   
  Company response stated utilized fraud prevention tool to validate the transaction, but that is not true. Their own policies provided in original complaint reference verification of CVV and address. They verification documents they provided indicate "CVV - Not provided". 

   

   

   

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

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

  Business Response

  Date: 12/22/2023

  Our technical team confirmed there was no data breach on TickPick's end and access to the credentials was not gained from us; but access to the credentials could have been gained through numerous other means (ex. the dark web, a data breach from another company, phishing attempts, etc.) if the customer uses the same password for multiple sites.  We encourage the customer to update their password for regularly used sites for protection.  Additionally, the credit card disputes were opened under service chargeback reasons "duplicate" and "credit not processed", not under a fraud reason code.  It is up to the customers bank/credit card to file the disputes appropriately, and if they do not deem it as fraudulent, neither can TickPick.  We encourage the customer to reach out to their bank for any additional details regarding the claim, as they ultimately determine the ruling on the disputes, not TickPick nor our third party fraud provider.

  Customer Answer

  Date: 01/03/2024

  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]

  While TickPic did not address my complaint, my credit card company continued to pursue with them and resolved the matter to my satisfaction. However, please note that TickPick's response statements are false. They did not follow standard authentication procedures referenced in their policies and did not require fraudster to provide CVV. I had already followed all of their suggestions (changing passwords, flagging account, notifying bank, etc.) immediately. 

   

   

   

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

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

• Initial Complaint

  Date:11/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 27, 2023, I purchased two tickets from tickpick to see ******* Renaissance Tour in ***********, **. Due to unknown error, I was unable to retrieve the tickets from the Ticketmaster link that was provided. I called tickpick to ask for assistance for help in receiving the tickets, and unfortunately, they were unable to help, so I was unable to access those tickets to go to the concert. The following morning September 28, 2023, I attempted to try to retrieve the tickets only to receive an error message that the tickets were retrieved by another email address. I informed tickpick of this and requested a refund as I only have one Ticketmaster account. ****************** is refusing to refund me even though the tickets do not show anywhere in my Ticketmaster account and Ticketmaster has confirmed that I never received those tickets. Ticketmaster has also stated that the seller resubmitted the tickets to someone else which is why I received the error message.

  Business Response

  Date: 11/21/2023

  The tickets for this order were delivered to the email address provided by the customer and sufficient proof of electronic delivery was provided by the seller.  As a secondary marketplace bringing buyers and sellers together, we must objectively mediate any disputes.  In this case, the seller provided sufficient proof of delivery and we must honor the sale.  We apologize for the inconvenience.

  Customer Answer

  Date: 01/02/2024

  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:

  The business did not resolve my complaint as ticketmaster stated that I never received the tickets to my account. So I still need a refund. 

   

   

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

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

  Business Response

  Date: 01/12/2024

  The seller provided sufficient proof that indicates the transfer was sent to the email address provided by the customer and that the tickets were subsequently claimed.  As a result, we are unable to provide a refund for this order.

• Initial Complaint

  Date:11/03/2023

  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.

  On July 18, I purchased tickets to a September 8 ***** concert, to be held in ******, **. On September 5, the show was postponed. On October 6, ***** announced he would be taking a break from music for "at least a year, maybe longer, to focus on his health", then performed his final concert of the tour on October 7. There are absolutely no indications that this will be rescheduled, and as far as we are concerned, this show is cancelled. I exchanged ***** emails and had 3 phone calls with TickPick (even after being told that a phone call was not possible) and was ultimately told that their policy is "100% non-negotiable" and that until the show is officially cancelled, I will not receive a refund. I asked if there was any time frame on that - what if it is not cancelled or rescheduled in a year? 5 years? 20 years? A new tour? What if the artist passed away? I was told I would have to submit a request for review in all of those situations, INCLUDING THE DEATH OF THE ARTIST. This black and white approach to whether a refund is available in this situation is not just bad customer service, but is effectively theft. Reasonable minds would agree that this show is more likely than not never going to take place, and the right thing to do is refund me the money.

  Customer Answer

  Date: 11/13/2023

  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:11/03/2023

  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.

  To Whom it May ******** On Monday October 23rd 2023 at 3:48 EST, I purchased one ticket to ************************* at ********************** (Show Date 9:00PM EST, October 26th 2023) via the TickPick mobile application for $74.00 USD. I received an email "confirmation" shortly after from TickPick (the ticket broker service), on October 23rd 2023 4:51 EST, that an email had been sent from the seller of the ticket to my personal email address ********************** with a link that would allow me to accept the ticket I had purchased. This email was never sent to me. I never received the "transfer link" which would normally allow me to accept my ticket through whichever ticket transfer platform the seller had the ticket on. When I alerted TickPick of the non-delivery of my ticket acceptance link, they conducted an "investigation". The "investigation" consisted of them telling me that the email containing the ticket transfer link, had in fact been sent to my email, and their "evidence" of this was simply a screenshot provided by the seller. This screenshot did not provide any evidence of an email being sent, and did not contain any identifiable information from the seller, but instead only contained my name, my email address, and the basic information for the event itself. It did not contain any serialized ID for the ticket, or the transfer, and did not even show which application the ticket was supposedly sent over.There was no traceable record or ID for the transfer, there was no record of an email actually being sent, and when I checked in with the transfer platform (*** ***** ***) the seller supposedly used (after inquiring which platform the seller used from the TickPick CSR), they told me that there was no record of anyone having tried to transfer a ticket to my email address via their AXS application. TickPick refuses to refund my purchase amount. I have included the screenshot in question.Thank You,******************* *******************

  Business Response

  Date: 11/17/2023

  The ticket for this order was delivered electronically over 72 hours prior to the event.  The customer did not reach out for support until the day after the event, too late to troubleshoot any issues.  After reviewing the details of this order, we have determined that the seller correctly delivered the ticket to the customer who should have been able to access the ticket via AXS without issue.  We are unable to provide a refund for this order.

• Initial Complaint

  Date:11/02/2023

  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.

  Tickpick blocked my account and will not provide any details on why. They had issues with their credit card processor randomly charging and then reversing transactions, which I reported and then the blocked my account without explanation.

  Business Response

  Date: 11/16/2023

  The customer has reported fraudulent purchase activity on their account, which was subsequently flagged and disabled by our risk management department.  We are unable to reactivate the account as it has been compromised.  We apologize for any inconvenience.

  Customer Answer

  Date: 11/17/2023

  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]

   That is not an adequate answer. 

   

   

   

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

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

• Initial Complaint

  Date:11/02/2023

  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.

  My account through ********************** was compromised and unauthorized charges were made to my CC. Only information Tickpick is providing to my CC company is that the charges were made. OfCourse they were made someone hacked my account and made them for financial gain on the sale of the tickets. I have been very displeased with the service I am receiving and a need a resolution now on this matter. I need Tick pick to provide this information to my ******************* so we can move on from this matter.

  Business Response

  Date: 11/16/2023

  The customer was advised upon initial outreach to contact their financial institution regarding the potentially fraudulent charges so that coordination with our risk management team could be initiated.  TickPick uses a third party fraud detection system that works directly with banks and credit card companies, and all fraudulent purchase claims are investigated.

  Customer Answer

  Date: 11/21/2023

  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 did everything I was told by both of my companies without a resolution.  Where we stand now is that my CC company says I need a statement from TickPick that my account was hacked and they are not providing this.  Recently I just received the ** address history of my logins and this year I had not logged into Tickpick.  But there was a login from ***********, ** and ************** 3 days before the Fraud tickets were purchased thru my TickPick account.  Mind you I live nowhere near these states.  It is obvious there was a bad actor hacking into my account and used my CC for ticket purchases.  To resolve this complaint, I need this statement that there was unusual activity on my account.  

   

   

   

   

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

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

  Business Response

  Date: 12/09/2023

  This matter is under active investigation and we will continue to work toward a resolution.