Complaints

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:10/05/2023

  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.

  On 06/082023 I purchased 2 event tickets for a 10/15/2023 show. The total spent was ****** + ******= 1386.46.My credit card was billed and I have the order history on both my credit card and in my Ticketswest account. When I attempted to locate the actual tickets, I could not find them. My complaint is that I am being forced to fill out a form and submit it in order to get ANY customer service and help. I do not agree with this. And, the phone number, listed online and on the BBB site itself, does not work and is out of service. When I left a negative review online, I had a response from them within 40mins telling me why they force people to use it online and, despite my asking, I have yet to receive any phone number to discuss it.**************************************************************************** phone number:**************

  Business Response

  Date: 10/06/2023

  ****,

  As I stated in our online public exchange the reason we do not publish our number is for efficiency. For our ************************ to have short wait times for customers the online form not only is the quickest way to speak to someone, but allows us to get information and start working to solve your problem before we even contact you. We still offer in person sales to local customers as well as walk up sales at all of our events. I understand it may be frustrating, but this is relatively standard business practice across many ticketing providers. 

  Thank you,

  ******

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20699900
  
  I am rejecting this response because:
  Multiple reasons: 

  you ref our on line exchange. You clearly know Im unhappy-yet youve made no attempt to proactively reach-out and discuss-in any fashion.

  You ref this is a common practice others use, and this, makes it acceptable how? This makes it an acceptable business practice how exactly? Child labor, slavery, etc ALL  used to be accepted business practices as well, just because others do it, neither makes it an accepted practice nor a business standard.

  I'm curious, what options do consumers have that are limited by technology? How would someone with a disability navigate your process? Are you publishing and providing access for all? 
  

  What Ive just read, in your reply, is simply that your sorry Im frustrated, you have a policy that works for you-and you state it works for others, so what data and analytics can you support that claim with? It appears social media, and the BBB F rating would be a somewhat conflicting and objective analysis-as many, like myself, have shared their own experiences and frustrations regarding your process. Do you not listen to feedback from end users as an opportunity to be proactive and meet the needs and address the expressed concerns of many or do you simply, as you have done here in your reply, simply say this is how we do it, it works for us, take it or leave it? 
  

  I spent ******* on tickets, in June, that I have not received. I see and your site says I paid, and it also states the info I have, a receipt, is not proof of and cannot be used as a ticket. 
  

  Im sorry I dont have the ability to fit within your system. Id rather wait on hold than wait for an indefinite period of time-one you claim is quick and more efficient-but how long Im supposed to sit and wait for a call back. 
  

  What other options do you provide or are you saying an online form and request is my only choice? And, for those without access to a smart phone, have a disability or impairment, etc.what are their options?

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

  Business Response

  Date: 10/18/2023

  ****,
  As I stated in our online public exchange the reason we do not publish our number is for efficiency. For our ************************ to have short wait times for customers the online form not only is the quickest way to speak to someone, but allows us to get information and start working to solve your problem before we even contact you. We still offer in person sales to local customers as well as walk up sales at all of our events. I understand it may be frustrating, but this is relatively standard business practice across many ticketing providers. I'm happy to see that you were able to receive and use your Tool tickets. We hope your concert experience was excellent.
  

  Thank you,
  ******

  Customer Answer

  Date: 10/26/2023

  I am not satisfied with the responses. While I was able to finally resolve this-and attend the concert. I would not consider this response adequate as it still does not address not having a number to contact. I understand Tickets West answer-it is more convenient for them-to have a number published for consumers, but that is not acceptable. Really disappointing and not surprised that a company would think that, just because I was able to attend a concert, the issue is resolved. Or, because I was eventually able to hear back from ***********, the issue is somehow resolved. No, the issue is that consumers pay for tickets and expect a service and then have to navigate a system that could exclude by its nature-only on line help-that is my concern and based upon other consumers feedback online, I am not the only person who has experienced this and made a point to contest it. Just do better-don't limit peoples access to help-just because its efficient for you, does not mean it is for the paying consumer.

• Initial Complaint

  Date:07/25/2023

  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 ticket for $465 to a concert that got cancelled and the refund issued was for $115 service fee but not the value of ticket. The only way to contact the customer service is through email so I did so and was told that the refund was issued without further details included. My transaction history was wiped off of their website and neither phone number associated with Ticketswest is active for me to reach out to get answers. I find their practices suspicious and strange like those of a scammer venture.

  Business Response

  Date: 07/25/2023

  The refund was missed in the bulk refund process, this was brought to our attention Monday 7/24, and was processed on that date. Refunds can take up to **** business days depending on who you bank with. The attached screenshot shows the processed refund in the account.

  Customer Answer

  Date: 07/25/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/07/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 January 20th, 2023, I attempted to purchase 4 tickets to a Jurassic World Live show in ******* on June 3rd. The purchase would not complete on their website. However, my credit card was charged $292. I have made several attempts to reach out to them regarding this. All phone calls end up in an automated loop, and because I do not have an order number, I am unable to get help. The live chat seems to be automated as well and does not resolve anything. I have reached out to my Visa provider about this issue as well.

  Business Response

  Date: 04/11/2023

  *****,

  I want to say I am sorry you are having these issues purchasing tickets. I have checked in with our accounting department and they do not have any charges attached to the two accounts with your information pending or otherwise. I have run the phone number you provided through our phone system and I am not seeing any calls inbound from you to our ************************ who would have gladly investigated this for you. Our website also does not have a live chat function and never has. All of this information you have provided leads me to believe that you may have purchased through a third-party website. If you need us to look into anything further, or would like help buying tickets through the authorized ticket seller of The *************, we can be reached Monday through Friday 10am-5pm at ************.

   

  Thank you!

  ******

  Customer Care Supervisor 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19859493
  
  I am rejecting this response because:

   

  My credit card was charged $292.00 by Tickets West on January 20, 2023. Attached is a copy of my **** statement. The transaction did not complete. Please refund my visa.

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

  Business Response

  Date: 06/30/2023

  The accounting department was able to find the charge, there is no chargeback on file. The account in not under the name of ***********************************, but is under the name of ***********************************. Between both accounts there were a total of six tickets purchased. Shown in the attachments all six tickets are seated together, and all tickets were scanned and used at the Jurassic World Live event June 3rd,2023 at 11:00am. All six tickets were scanned at the same entrance of the ************* between 10:03am and 10:04am. There is still no communication from either ************ to the ************* department. 

  Thank you,

  ******

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 19859493
  
  I am rejecting this response because:

  I tried to buy 4 tickets. The transaction would not complete on the website. Because I could not get the website to work properly, my husband, *****, then tried to buy the same tickets. He was able to do so. Both of our credit cards were charged. We used the 4 tickets he purchased. I never received tickets, but my card was charged. ***** purchased 4 tickets with his card for our family. At a much later date, I purchased 2 tickets with my credit card for my parents. 6 tickets in total. The attached **** statement shows a charge to my **** for the original 4 tickets that I tried to purchase. 

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

  Business Response

  Date: 08/10/2023

  To whom it may concern,

  All of our records show charges for six tickets and use of six tickets. There was still never a contact to ************** and no chargeback received by our finance department.

  Thank you,

  ******

  Customer Answer

  Date: 08/20/2023

   
  Complaint: 19859493
  
  I am rejecting this response because:

  My household paid twice for the same set of 4 tickets. I tried to purchase 4 seats. The website did not conclude the transaction. My husband, ***********************************, then purchased the same 4 seats using his phone and his credit card. We received an email with the tickets for his transaction. I did not receive an email with tickets for my transaction, but my card was charged. The 2 other tickets were purchased at a later date. Those 2 tickets were used as well as the 4 that my husband  purchased. We recieved 6 and used 6. We paid for 10. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/06/2022

  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.

  July 3, 2022 and July 6, 2022 Tickets purchased for the ******************* I was expecting an email confirming our ticket purchase, and have the proof of purchase which is required to obtain the tickets at the will call booth. No email.I checked our account for the charge, nothing. I assumed I had done something wrong so I went through the process again on the 6th. I printed the proof of purchase, still no email confirmation. I asked if they had record of a duplicate purchase and they had. I mentioned we only needed the two tickets, could they please cancel one of them. The customer service representative said they are unable to process a refund for you at this time for that purchase as it would not be considered a duplicate charge. You can look at gifting or selling the physical tickets but it may be better to go with someone you know.Not sure what the definition of duplicate is, I would not be able to collect the second set anyway as I do not have proof of purchase. Again I did not receive an email confirming my purchase. It is their mistake and I feel they need to correct it as their system did not follow through with what was suppose to happen.

  Business Response

  Date: 07/07/2022

  *************************,
  
  Your situation was escalated and a refund has been approved.Per your request on 7/6/22 at 12:34 PM via email, we have cancelled your 7/3/22 order and returned the funds (totaling $78.00) back to the original purchasing MasterCard. You should have received a confirmation email from our system regarding the refund.
  
  Please allow ***** business days for your financial institution to complete the transaction.
  
  Sincerely,
  TicketsWest
  

  Customer Answer

  Date: 07/07/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 3 tickets to track and field indoor championships on 2/9/22 for events on 2/26 and 2/27. The first transaction was not successful so the message on screen prompted me to try and buy the tickets again. When I received my statement I noticed 2 similar charges of $178.50. I tried to dispute the charges with the credit card company but they denied the refund because Tickets West records indicate that 4 tickets were used on the first day and 3 were used on the second day of the 2 day event. I don't know how 4 tickets were used on day 1 since there were only 3 of us and we got the passes at the window on the day of the event because we were having trouble downloading them to our phones. I then contacted Tickets West via customer contact form online and they told me that they are not able to issue refund at this time. I wrote them back telling them that I was not satisfied with the answer and they never replied. The toll free number does not work. Bottom line I never should have bee charged twice for the same tickets. If I wanted 6 tickets I would have bought them all at the same time.

  Business Response

  Date: 06/02/2022

  Hi Tecla,
  
  
  Our records do show four tickets scanned for entry on 2/26/22 and three scanned for entry on 2/27/22. Re-entry was allowed at this event.
  
  Perhaps, during a re-entry attempt, one of the duplicate tickets was scanned in error. As this is a possibility of what could have happened, we will move forward with the refund as requested.
  
  Today,6/2/22, a refund has been processed totaling $178.50, back to the original purchasing **** ending ****. This being the total funds for the 6 duplicate tickets,regardless of one being scanned.
  
  
  Sincerely,
  TicketsWest
  

• Initial Complaint

  Date:05/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased tickets to a concert, where Tickets West was utilizing a dynamic pricing algorithm to automatically charge higher prices due to supply/demand. The website was saying price levels were sold out and automatically increasing the price of tickets. Months later, they released a bunch of tickets in the same sections for much lower prices. If they are withholding tickets, then they are gaming their own dynamic pricing algorithm to overcharge customers. If using that type of algorithm, ALL tickets must be made available to ensure proper and fair pricing. Also, they have either actively, or through total incompetence, made it unreasonable difficult for customers to speak to anyone that can provide details or resolution on the issue. Nobody answers inquiries made through the website or ******** Their phone number on ****** was incorrect, which I found out was a known issue they just hadnt addressed. I was able to update it the next day, and Im not even an employee. I called the updated number and spoke to someone who is only able to read from predefined scripts. I asked to speak to a supervisor, so they put me on hold to transfer and hung up. When I called back, representative ********* admitted she had lied about transferring me and then hung up on me two more times. Tickets West appears to be using predatory pricing tactics, while also making it impossible for customers to talk to anyone that can address the issues.

  Business Response

  Date: 05/25/2022

  Hello,
  
  TicketsWest does not utilize a dynamic pricing algorithm. TicketsWest facilitates ticket *************** of event promoters. Pricing and inventory availability decisions are solely made by each events promoter. TicketsWest does not set prices or make inventory decisions. By policy, all ticket sales are non-refundable.  
  
  In addition, a pop-up disclaimer stating, Ticket prices may fluctuate, at any time, based on demand, appears to all customers. Further, customers are forced to acknowledge the online disclaimer prior to being able to complete their transaction. This disclaimer was in place at the time of purchase.
  
  We highly value your feedback regarding your interactions with our customer service department and will take it into account as we work to improve our overall customer service experience.
  
  Sincerely,
  TicketsWest
  
  

  Customer Answer

  Date: 05/25/2022

   
  Complaint: 17243880
  
  I am rejecting this response because:

  You stated the business does not employ a dynamic pricing algorithm, but then said prices may change at any time based on demand and availability. How can the price change at anytime based on demand and availability if there is not a dynamic pricing algorithm?  I know you dont have someone manually changing prices as people are buying tickets. You literally just proved my point.  You use the algorithm, but withhold tickets to drive up prices.  Then, you release tickets the week of the concert at a much lower rate.   People accept the claim that prices are fluctuating based on the assumption the business is making all tickets available and not artificially inflating the price.  Your scalping your own customers.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/01/2022

  ********************,
  
  As stated in our initial response, TicketsWest does not employ a dynamic pricing algorithm, nor does TicketsWest determine available inventory or make any ticket pricing decisions.  Available inventory, pricing, and changes to pricing (increases or decreases and related timing of any such changes) are solely determined by each events promoters.  
  
  TicketsWest does not own the products (tickets) to be in a position to make such decisions.  TicketsWest solely provides a ticket distribution engine to promoters, and acts as a fiduciary for the events until the events occur and funds are settled with the promoters.  
  
  Transparently, changes are indeed made by people, not algorithms, and TicketsWest does not control or influence any decisions related to pricing or available inventory.  
  
  We include the Ticket prices may fluctuate, at any time, based on demand, because event promoters may choose based on whatever mechanisms they may employ -  to fluctuate prices, at any time, and based on demand.  How event promoters reach their pricing decisions or determine what inventory to make available and when is proprietary information of the events promoters and not information that TicketsWest is privy to or has influence upon.
  
  Kind Regards,
  TicketsWest