ComplaintsforTicketCity

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 2020 there was suppose to be a concert that I paid almost 400 dollars. The concert has been postponed since. Ive tried many times to get my money back and no luck. I never received my tickets and ticketcity still has my money and we are in sept 2021. Ive called many ticket venues and their policies have changed due to covid and people are getting they money back. Im very upset with ticketcity. This is a pandemic that occurred. It affected lots of ppl and killed lots of ppl. We are elderly people with low immunity and are not going to go to any concert anytime soon. When I spoke to cat service I asked if theres been ppl waiting for years and she said yes! Do you think that right? This is robbery I dont have any tickets and dont have a concert and I dont have my money. Ive contacted news and tried contacting the artist team. I never received any email for updates or nothing only the postponed email back in 2020.

  

  Business response

  09/08/2021

  Hello,

   

  You are are going to be refunded as 1 time good will on this. Normally if a show is postponed you would use the tickets for the new event. We only cancel and refund events when the event is completely canceled. 

  Customer response

  09/09/2021

  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. Ive seen a lot of complaints about issues like this. I recommend you pass this along to corporate on updating your policy due to pandemic. Thank you so much again.
  
  Regards,
  
  *******************************

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought my tickets to a college football game for $599 two months in advance and received an email stating I would be sent my tickets by Sep. 2 (my event was Sep. 4). Sep. 2 goes by and after two SMS attempts without response, an email without response, and two phone calls where I was on hold for a total of an hour I finally speak to someone only to be told that I have "assurance" that I will receive my tickets by the "end of the day" on Sep. 3. After two more phone calls, I'm told that I'll receive my tickets "before the event." I still have not received my tickets.

  

  Business response

  09/07/2021

  Hello,

  We looked into this further and we do agree the tickets were sent later than they were suppose to be they were sent to you the day of the game for the event. Was that not the case? Please explain. 

  Customer response

  09/08/2021

  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.  The tickets were sent, but not by the date promised.
  
  Regards,
  
  ***********************************

• Initial Complaint

  09/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered tickets to the Raider/Chiefs game for narley 9K (1400 service charge) from Ticketcity. I accepted the tickets leectronicaly from the Raiders and then proceeded to download an electronic verison. The Raider/Ticketmaster site said the offer has expired, or the tickets were taken by someone , or something else. I have contacted TicketCity , The Raiders, and Ticketmaster(Agent for the Raiders). Ticketmaster has been responsive but unwilling to help since TICKETS were purchashed through TicketCity. The ticketcity phone system is designed to ingnore live calls and handle issues via chat or e-mail, they have caller ID and route you according to your phone number. I have been ignored for over 8 hours of my time and recviced one e-mail reply form Ticketcity saying the tickets are in porcess. The message form the Ticketmaster/Raider site said my 9K worth of tickets are gone! Ticketcity has not responded to my hoiurs of queries.

  

  Business response

  09/03/2021

  Hello,

   

  We looked into this further and it looks like the tickets were accepted by the email ********************* on 8/21/21 Have you looked into the account manager for the team? They have been accepted from the sellers end. 

  Customer response

  09/07/2021

  Complaint: ********
  
  I am rejecting this response because:

  The tickets have not been delivered and the website said they have been sold to someone else. I printed the website screen and sent it to Ticketcity on Aug 28th, after numerous hours in attempt to contact them via chat, e-mail, and phone, I get no tanglible reply/result. I resorted to BBB, and still no reply or real result. TICKETCITY has not delivered and will not tell me when they will deliver. These tickets cost nealry $10,000.

  I'm going to file a lawsuit..ASAP.
  

  How can BBB give them an A+ ratring with over 62 complaints on the BBB site????
  

   

  Regards,
  
  Ian **********

   

  Please publish 

  

  Business response

  09/08/2021

  Please see first response 

  Customer response

  09/08/2021

  Complaint: ********
  
  I am rejecting this response because: Tickets have STILL not been delivered. TicketCity have known this since Aug 28th and has verified themsevles they have not been delivered. More than a reasonable time fo delivery/redilvery has been allowed, more so since it is an electronic delivery.

  We are again not getting to the only accpetable result, which is ticket Delivery!!!

   

  Regards, 
  
  Ian **********

  

  Business response

  09/13/2021

  Ian,

   

  This is the second BBB you have filed we are ready working on this. 

  Customer response

  09/13/2021

  Complaint: ********
  
  I am rejecting this response because:

  There is only one complaint filed-- simply TicketCity have not delivered tickets in an electronic transaction.

  BBB is sending you a kind reminder that the issues remains open.

   

  Regards,
  
  Ian **********

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought Darlington 500 tickets from Ticket City. They sent me a link to download my tickets. The link downloads the wrong tickets. They are the right section, row, and seats. But the price, name, and credit card are wrong, leading me to believe they sold duplicate tickets. I have communicated with Ticket City 3 different ways. They said Customer Service would call me. Customer Service has not contacted me. My event is in 1 week. I want my tickets.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the ticket city website and found 3 seats for an upcoming 8/22/21 ***************** baseball game. I went to process payment for the tickets and waited for it to go through but nothing happened. There was no screen showing confirmation or anything, just the same as it was when I pushed the place order button. Thinking it didnt go through I pushed again and same happened, nothing. I went online to my bank credit card account and found I was charged 4 times by ticket city and never received any confirmations. This is very concerning that their website would not make confirmations after one processes payment and multiple charges the customer.

  

  Business response

  08/13/2021

  *************************,

   

  Thank your inquiry. After look into this we do not have any orders from you that are recent. You have tried to place an order a few times on our site and received a decline which means that it will show as pending authorization on your card. Those usually drop off depending on your bank in about 3-4 business days. We do apologize for any confusion this may have caused. For future reference if you were not sure if you had placed an order please do call our customer service team so we can look into this for you. 

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid $68.68 for a VIP parking pass and never received it. It's a scam. The customer support **** ********* literally told me "if you contact your bank to dispute the claim they will contact us and you agreed to the terms and conditions." How ridiculous and disappointing! Do not use them!!!!!!! SCAM!

  Customer response

  08/05/2021

  Better Business Bureau:
  
  I appreciate the refund and accept their response, however I just want it to be known to other future "customers" that what they're saying is NOT true and I would happily attach the email with the parking pass that's time stamped 10:24 PM. It is a total scam and I would certainly never give them another dime of my money, knowing what I know now. I will be satisfied if I actually get my refund though. 
  

  Thank you,
  
  ***********************

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About 13 months ago my wife and I went in with another couple and bought 4 tickets to The Killers at ***************** through TicketCity.com Their website was very confusing with "zone seating" listed beside some of the tickets for sale. So I called their number & spoke with an agent for clarity. He assured me that what I was buying was front row tickets Section 107 Row AA. They were the most expensive tickets on their entire site. The concert ended up getting postponed and rescheduled to September of 2022. About a week ago I got an email saying I needed to click a link to accept my tickets. But they were row JJ. They were 10th row instead of front row. I had paid $3316 for front row tickets. I called TicketCity and the agent told me the seller failed to produce the correct tickets but their terms and conditions meant I was stuck with them anyway since they were in the same section. I complained again and the next day and they sent me a completely different excuse.

  

  Business response

  08/04/2021

  Hello,

   

  It looks like you already contacted our customer service team on this already and its being investigated. As soon as the investigation concludes they will be reaching out to you for their findings. We have to ask for your patience while they look into this for you. Thanks again. 

  Customer response

  11/30/2021

  Complaint: 15724878
  
  I am rejecting this response because: 

  I've been having trouble logging in for some reason.  When I filed the BBB complaint the company contacted me and promised to send me the correct tickets right away.  Since then they still have not sent me the new tickets.  I have exchanged over 20 emails with them and each time I get a different person who delivers a canned response that I will receive them before the concert which is next September.  But that's not what they told me when I dropped the complaint.  They assured me I would get them right away.

  
  Regards,
  
  ***************************

  

  Business response

  12/01/2021

  Hello,

   

  Thank you for your inquiry on this. We looked into this further and what you did purchase was zone seating for this order. What you purchased was correct and what you receiving is zone seating. This was there at the time of check out the and this wording was at the time or purchase when you checked out. "Zone Seating: this listing describes tickets that the seller does not own, but is offering to procure for you. Like all tickets sold on a marketplace, zone tickets may be higher or lower than the price first offered by the venue. After you place your order and your order is confirmed, we guarantee that your tickets will be within the zone or section listed or one comparable and that you will receive these tickets in time for the event or your money back. Orders exceeding four tickets may be split up into different rows within the requested zone or section. Specific seats are not assigned until delivery."

   

  This was also on your confirmation when you made the purchase as well. At this point we can not refund because what you purchase is what you received. We do apologize for any confusion this may have caused. 

  Customer response

  12/01/2021

  Complaint: 15724878
  
  I am rejecting this response because:  The last time I filed the complaint with the BBB Ticket City representatives called me.  I spoke with ******** Care agent ********.  She said the matter had been escalated to her. She apologized for the initial responses I was given by TicketCity and she ASSURED me that I would be sent the correct tickets in the first Row, Row AA.  She told me I would need to reject the email from ticketmaster with row JJ tickets and once they had been returned to the sender the fulfillment center would get me the correct Row AA tickets.  I believed her so I didn't pursue the complaint with BBB further at that time.  I did as she instructed and several different agents at TicketCity have exchanged emails with me assuring me I will receive the row AA tickets in plenty of time before the concert next September.  However, that is not what ******** told me on the call (she said I would get them as soon as I rejected the row JJ tickets.  I do not trust TicketCity at this point to wait until the last minute.  That is why I keep replying to the emails and telling them to go ahead and send me the correct tickets now.  Every time I reply to the initial email a different person responds to me.  In the beginning, several of them acknowledged that I would get the row AA tickets.  Then recently, all I get is a generic response.  And now, with their response to this complaint, it looks like they are once again trying to go back and say they aren't going to send me the row AA tickets!  It is truly unbelievable!
  
  See the attachment of when I followed ********** instructions and the row JJ tickets were returned.
  See my reply on August 9th which is also attached.
  see the attachment with acknowledgement of the return on August 12th.
  

  I sent more emails asking what was taking so long.  Then on August 21st I got an email saying my order was confirmed. That led me to believe the fulfillment department was doing what ******** said would happen.

   

  Every couple weeks I kept asking what was taking so long and I kept getting generic responses.  Then on September 28th they replied with this,
  "Hi ****,
  
  Thank you for reaching out to us regarding your order #********. We apologize that the seller has not yet transferred the correct tickets yet.
  
  We are still communicating with the seller to send you the correct tickets for Row AA. Rest assured, you are protected by our Buyers Guarantee which states that you will have these tickets prior to your event. Once the tickets are transferred, you will receive an email with the link to download and accept your tickets.  Kindly keep an eye on your inbox.
  
  We appreciate your patience while we handle your concern accordingly.
  
  
  Please feel free to reply to this e-mail if you have any additional questions or immediate concerns.
  
  Regards,
  
  **************
  ******** Support"
  
  You can see a screenshot of that email as attachment TicketCitySeptember28.  They clearly acknowledge in that email that they are supposed to send me Row AA as ******** told me on the phone.

  I have also attached the email exchange from October 28th, a month later.

  I reached out to them again on November 19th.  A different person replies each time with a canned response.  It is pathetic.  WHY DON"T THEY ASK THEIR CUSTOMER CARE REPRESENTATIVE NAMED ******** about it.  She fully acknowledged the high price I paid for the tickets and promised that I would receive the row AA tickets in a timely manner.
  
  I have plenty more attachments but this would only allow me to attach 4 files to this response.   I demand the first row ROW AA tickets to be transferred to my ticketmaster account within a week or to be given a full refund.
  
  
  Regards,
  
  ***************************

  Customer response

  12/02/2021

  I am rejecting this response because:  The last time I filed the complaint with the BBB Ticket City representatives called me.  I spoke with ******** Care agent ********.  She said the matter had been escalated to her. She apologized for the initial responses I was given by TicketCity and she ASSURED me that I would be sent the correct tickets in the first Row, Row AA.  She told me I would need to reject the email from ticketmaster with row JJ tickets and once they had been returned to the sender the fulfillment center would get me the correct Row AA tickets.  I believed her so I didn't pursue the complaint with BBB further at that time.  I did as she instructed and several different agents at TicketCity have exchanged emails with me assuring me I will receive the row AA tickets in plenty of time before the concert next September.  However, that is not what ******** told me on the call (she said I would get them as soon as I rejected the row JJ tickets.  I do not trust TicketCity at this point to wait until the last minute.  That is why I keep replying to the emails and telling them to go ahead and send me the correct tickets now.  Every time I reply to the initial email a different person responds to me.  In the beginning, several of them acknowledged that I would get the row AA tickets.  Then recently, all I get is a generic response.  And now, with their response to this complaint, it looks like they are once again trying to go back and say they aren't going to send me the row AA tickets!  It is truly unbelievable!
  
  See the attachment of when I followed ********** instructions and the row JJ tickets were returned.
  See my reply on August 9th which is also attached.
  see the attachment with acknowledgement of the return on August 12th.
  

  I sent more emails asking what was taking so long.  Then on August 21st I got an email saying my order was confirmed. That led me to believe the fulfillment department was doing what ******** said would happen.

   

  Every couple weeks I kept asking what was taking so long and I kept getting generic responses.  Then on September 28th they replied with this,
  "Hi ****,
  
  Thank you for reaching out to us regarding your order #********. We apologize that the seller has not yet transferred the correct tickets yet.
  
  We are still communicating with the seller to send you the correct tickets for Row AA. Rest assured, you are protected by our Buyers Guarantee which states that you will have these tickets prior to your event. Once the tickets are transferred, you will receive an email with the link to download and accept your tickets.  Kindly keep an eye on your inbox.
  
  We appreciate your patience while we handle your concern accordingly.
  
  
  Please feel free to reply to this e-mail if you have any additional questions or immediate concerns.
  
  Regards,
  
  **************
  ******** Support"
  
  You can see a screenshot of that email as attachment TicketCitySeptember28.  They clearly acknowledge in that email that they are supposed to send me Row AA as ******** told me on the phone.

  I have also attached the email exchange from October 28th, a month later.

  I reached out to them again on November 19th.  A different person replies each time with a canned response.  It is pathetic.  WHY DON"T THEY ASK THEIR CUSTOMER CARE REPRESENTATIVE NAMED ******** about it.  She fully acknowledged the high price I paid for the tickets and promised that I would receive the row AA tickets in a timely manner.
  
  I have plenty more attachments but this would only allow me to attach 4 files to this response.   I demand the first row ROW AA tickets to be transferred to my ticketmaster account within a week or to be given a full refund.
  

  

  Business response

  12/02/2021

  Please see previous response in regard to this. 

*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. ↩