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:07/21/2025

  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 purchased tickets on May 21, 2025, for a concert originally scheduled for June 15, 2025. The event was subsequently postponed to September 2025 due to the artists inability to obtain a work ***** It has now been delayed again, with no confirmed dateonly an indefinite projection for sometime in 2026.I reached out to Gametime to request a refund, as I am not willing to wait for an unspecified date more than a year away. However, I was informed that because I am unwilling to wait, they are unable to issue a refund and instead suggested that I attempt to resell the tickets, even if that results in a financial loss.I believe this is an unfair resolution. I made a purchase with the reasonable expectation that the event would occur as scheduled. As the product has not been delivered and there is no confirmed alternative date, I respectfully request a full refund. Gametime denied my refund request and stated that I was on my own to handle the situation as I saw fit, but that no refund would be issued under any circumstances. This response felt dismissive and unprofessional, which is why I am seeking assistance through this channel to find a fair resolution. I believe I have been treated unfairly and disrespected by the company.

  

  Business Response

  Date: 07/22/2025

  Hello, 

  Gametime appreciates the opportunity to address this complaint. We understand the fans frustration and regret any inconvenience theyve experienced due to the rescheduling of the event they purchased tickets for.
  

  Gametime serves as a marketplace connecting fans with ticket sellers. As such, our policies are shaped around standard industry practices and the fulfillment agreements in place with our suppliers.
  

  When an event is officially postponed, even if a new date has not yet been announced, the tickets remain valid for the future date once rescheduled. Because the event is not canceled and the tickets are still usable, our policy does not provide for automatic refunds in these cases. Instead, fans are encouraged to hold onto their tickets, which will remain valid once the event is rescheduled by the event organizer or venue.
  

  This policy remains in effect even when there are substantial delays between the original event date and the rescheduled onesuch as the unfortunate situation in this case, where the artists **** complications have caused the event to be pushed beyond a year. We recognize this is far from ideal, and we truly empathize with the fans disappointment.

  Refunds are issued in full when an event is officially canceled by the organizer. However, a postponementeven one with a tentative or undetermined new datedoes not qualify as a cancellation under our policy or the supplier's terms. In such instances, we cannot override the decision of the event organizer or issue refunds unless they cancel the event altogether.
  
  While we are unable to offer a refund for a postponed event, Gametime offers fans the ability to resell their tickets through our marketplace. While we acknowledge that resale may not always yield the full amount originally paid, it remains the most viable option for fans who cannot or do not wish to attend the rescheduled event.
  
  We regret if the response provided to the fan was perceived as dismissive. Our intention is always to provide clear, transparent information aligned with our policies and contractual limitations. Weve reminded our support team of the importance of empathetic communication, especially in situations that can understandably be frustrating for fans.
  
  While we sympathize with the fans situation, we must reiterate that we are unable to issue a refund at this time, as the event remains officially postponed and not canceled. We are committed to assisting the fan with relisting the tickets if they wish, and we remain available should the status of the event change.
  

  Thank you for allowing us to provide this explanation.

  Best, 

  Gametime

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23634270
  
  I am rejecting this response because: I am writing in response to the businesss reply regarding my request for a refund for tickets purchased to a now repeatedly postponed event.
  While I understand the companys stated policy on postponed events, I respectfully disagree with their position for the following reasons:

  
  Unreasonable Delay: The event has not simply been rescheduled once it has now been postponed multiple times, with the most recent date pushed back to a future year. This is no longer a reasonable delay but a significant and indefinite disruption that has altered the nature of the original transaction.

  
  Change in Circumstances: I purchased the tickets in good faith for an event scheduled to take place on a specific date. That date has long passed, and the continued postponements introduce new conflicts and uncertainty that make it no longer feasible for me to attend.

  
  Consumer Rights and Fairness: I believe the no refund policy is being applied rigidly and unfairly in this situation. A policy that protects against standard postponements should not be used to justify indefinite delays without giving the customer an option for a refund. The lack of flexibility shows disregard for customer circumstances and basic consumer protections.

  
  No Value Retained: While the company claims the tickets retain their value, this is not true when the rescheduled date is years away or conflicts with personal or financial circumstances. The service I paid for attending the event at the original time was not delivered.

  
  I am not asking for an exception based on preference, but rather a resolution based on fairness, practicality, and respect for the customer. I remain open to compromise but believe a refund is the most appropriate and reasonable resolution under these circumstances.
  Thank you for your time and continued assistance in helping resolve this matter.
  
  Sincerely,
  
  ******** ***** *****

  

  Business Response

  Date: 07/25/2025

  Hello, 

  We appreciate the opportunity to respond to the consumers continued concerns regarding their request for a refund on tickets purchased for an event that has been postponed multiple times.
  

  While we understand and empathize with the frustration caused by repeated rescheduling, Gametime must respectfully maintain its original position. The tickets in question remain valid for the future event date, and the event itself has not been officially canceled. As such, the order does not qualify for a refund under our policy a standard that is not unique to Gametime but is consistent across the ticketing industry.
  

  In the live event marketplace, tickets to postponed events retain their value and are considered valid for the rescheduled performance. This is an industry-wide practice designed to protect both fans and sellers. Unless the event is officially canceled by the venue or organizer, no refund is warranted.
  

  We recognize the consumers perspective that indefinite postponements may impact their ability to attend the event. However, Gametime does not control event scheduling, and our role as a marketplace is to facilitate access to tickets, not to govern the event timeline. We are obligated to uphold the policies communicated at the time of purchase, which explicitly state that postponed events are not eligible for refunds.
  

  Given these facts, we are unable to offer a refund or alternative resolution at this time. We appreciate the consumers detailed feedback but must reiterate that no policy violation or service failure has occurred on our part.

  Best, 

  Gametime

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23634270
  
  I am rejecting this response because: Although I acknowledge your explanation and understand Gametimes stated policy regarding postponed events, I must respectfully disagree with your decision to deny my refund request.

  
  The event in question has not only been postponed once, but multiple times, with the most recent rescheduling pushing the date several years into the future. At this point, the situation has gone far beyond what would be considered a reasonable or standard postponement. While the event may not be officially labeled as canceled, the indefinite delays and lack of a firm or reliable rescheduled date effectively render the tickets unusable for many consumers including myself.

  
  It is also important to note that consumers make purchases with the expectation that the event will take place within a reasonable timeframe. When that expectation is repeatedly broken through excessive postponements, the value of the ticket and the practicality of attending the event are significantly diminished. This raises a question of fairness and customer protection, not simply adherence to policy.

  
  Your message claims no policy violation has occurred, but from the consumers perspective, this ongoing delay constitutes a failure to deliver the purchased service in a timely manner. Moreover, your statement that Gametime has no control over event scheduling does not absolve the company from its responsibility to its customers. As a marketplace that profits from these transactions, there is a shared accountability in ensuring fair outcomes for buyers, especially in exceptional cases such as this.

  
  Therefore, I again request that Gametime reconsider its position and issue a refund or offer an acceptable alternative resolution. Simply stating that the tickets remain "valid" years into the future with no certainty is neither a reasonable nor customer-friendly approach.
  Thank you for your time and attention to this matter. I hope this issue can be resolved fairly and respectfully.
  
  Sincerely,
  
  ******** ***** *****

• Initial Complaint

  Date:07/21/2025

  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 7/18 at approximately 3:00 a.m. my daughter was looking to purchase **** ***** tickets online for a concert that night. ****** came up with the correct concert and gave her a list of companies selling tickets. She clicked on the link for this company and thought she was getting a good deal. What she didn't realize is that a glitch in the companies website sent her from the **** ***** to **** *****, a completely different artist. She didn't notice the ****** and purchased tickets to a concert for that night (7/18) in **********, **. We live in **. She also purchased the insurance that the company promotes. The total purchase was approximately $400. My daughter is 17 and saved her money from her part time job to buy these tickets. I called the company when they opened to try to explain that the glitch in the website changed artists without her noticing. I sent them a video of the glitch as it continued to occur when I tried it again. I spoke to a representative who said she understood and was speaking via "chat" with a supervisor team. We didn't want a refund, we just asked if they could switch the tickets for the other artist who was playing in ** and we would pay the difference. They not only refused, which I thought they may, but told us that the insurance they sold her was only good 24 hours before the event but they sold it to her 15 hours before the event. I asked to speak to a supervisor and they said it wasn't possible and they would call me back in 24 hours. To date, 3 days later, I haven't heard from them and we had to purchase new tickets from another site that day for $475. The purchase was deceiving and misleading and very unfair and the insurance purchase was theft if it wasn't voided when she bought it. On Saturday morning, the day after, she received a message from her bank saying her debit card was compromised. This company was the only place she used her card that day before and therefore we believe it is connected. Terrible customer service.

  

  Business Response

  Date: 07/21/2025

  Hello, 

  We appreciate the opportunity to respond to this complaint and sincerely regret the disappointing experience this fan encountered while attempting to purchase tickets on our platform.

  Gametime operates as a ticket marketplace and is not affiliated with Googles search results or the dynamic links generated by third-party search engines. While we strive to ensure that fans who arrive at our platform have a smooth and accurate experience, we do not control how users are directed to our website via search engines. Once on our platform, fans are presented with the full event name, artist, date, time, and venue details prior to confirming their purchase. All orders are reviewed and confirmed by the buyer before finalizing.
  

  As stated in our terms of service, all sales are final. We are not typically able to offer refunds or exchanges for tickets that were mistakenly purchased for the wrong event or location. In this case, the fan purchased tickets to a **** ***** concert in **********, **, while intending to attend a **** ***** concert in **********. Unfortunately, once the order was placed and confirmed, it became ineligible for a refund under our policy.
  

  Additionally, the insurance purchased alongside the tickets is administered by a third-party provider. Gametime does not manage or adjudicate insurance claims, nor do we determine the terms under which claims are approved or denied. Fans are encouraged to review the insurance terms carefully and reach out directly to the provider for resolution regarding coverage concerns.
  

  That said, we understand the circumstances involved, including the fans age and intent, and we regret any confusion this experience may have caused. Although this order was ineligible for a refund under our policy, we have decided to make a one-time exception and issue a full refund as a gesture of goodwill. This refund has been processed to the original payment method.
  

  We appreciate the opportunity to clarify our policies and address the situation. We hope this resolution provides some reassurance of our commitment to fan satisfaction.

  Best, 

  Gametime

• Initial Complaint

  Date:07/16/2025

  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 made a purchase with the company on 7/9 for tickets to a musical in ***. When I purchased the tickets, I started watching other websites for prices because Gametime offers a "Lowest Price Guarantee" where they will refund you 110% of the difference between what you paid and what another company is offering if you contact them within 2 hours of your purchase. I did reach out within 2 hours, but then the wifi in the theater went out and there was no cell service in the theater. When I was able to get service again, they conveniently lost the record of my first conversation and said they could not honor the price match because they said I did not reach out within 2 hours of making the purchase. I have escalated the concern and they have still not resolved it. Their escalations team says they will reach out within ***** hours, but it has been well over two days now and I am still missing responses. Its ironic that they are such sticklers on the 2-hour window for their customers, but they don't honor their own timeframes when it comes to their side. This company looks for ANY excuse to avoid their own policies.

  

  Business Response

  Date: 07/16/2025

  To the Better Business Bureau,
  
  Thank you for the opportunity to respond to this customers complaint. ********************** is committed to delivering a fair and transparent experience for all fans, and we appreciate the chance to explain our policy and our actions in this case.
  
  Gametime offers a Lowest Price Guarantee as part of our commitment to competitive pricing. This policy states that if a customer finds a lower price for the same tickets within two hours of purchase, Gametime will credit the customer with 110% of the difference in ********************** credit.
  
  To validate and honor such claims, we require the following documentation within two hours of the original purchase time:
  
  A timestamped screenshot of the lower-priced listing
  
  A screenshot of the Gametime listing
  
  Proof that both listings match in event, date, section, row, and quantity
  
  The lower-priced listing must be available to the general public, with no member-exclusive or promotional pricing
  
  The lower-priced ticket must reflect the final checkout price, including fees
  
  The offer must be available at the time the claim is submitted
  
  This policy is clearly stated on our website and communicated in our support articles and emails.
  
  We respectfully maintain that Gametime acted in accordance with our publicly stated policy. The customers claim lacked the documentation required for verification within the policy window. However, we remain open to re-reviewing the case if timestamped evidence can be provided, and we regret the inconvenience caused by the delayed response.
  
  Gametime is committed to fair application of our policies and improving our support experience based on all customer feedback.
  
  Sincerely,
  **********************
  
  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23609517
  
  I am rejecting this response because:

  I have already provided timestamped evidence of the listing for less expensive tickets and I have been ignored by Gametimes customer service and have not been asked to provide the other items. The only thing I dont have proof of is the communication I had with a Gametime chat agent within the 2 hour window. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 07/18/2025

  Hello, 

  Thank you once again for the opportunity to provide additional clarity regarding this claim.

  We respectfully reaffirm that Gametime acted in full accordance with our publicly stated policies. At the time the initial request was submitted, the fan did not provide the documentation required for verification within the designated policy window. Additionally, there is no record of contact made through our platformusing the contact information associated with this orderprior to 2:00 PM PST.
  

  That said, we remain open to reassessing the matter should timestamped supporting evidence be provided, specifically demonstrating contact within two hours of the original purchase time.
  

  We regret the inconvenience caused by the delayed response and appreciate your understanding in this matter.

  Best, 

  Gametime

   

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23609517
  
  I am rejecting this response because it is not the customer's fault that ********************** cannot keep accurate records of their chats. I was in contact with an agent (not just a chat bot) before the 2 hour window closed. It is also shocking that they have a record of a later chant log, but not the one that happened within the allotted timeframe. We are also talking about a roughly $70 store credit! This is terrible customer service!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/10/2025

  Type:Sales and Advertising 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.

  Two tickets were purchased through GameTime for a baseball game for $120. **************** was purchased as well. We had a medical event, a miscarriage that was going to impact our ability to attend the game and we requested a refund from the company. They asked for a medical form to confirm the miscarriage occurred. We provided the discharge paperwork with my name, date, medical claim number, and the date of the miscarriage procedure to GameTime. With this paperwork provided, the claimed this wasnt enough information for the refund and requested we provide documents to confirm the pregnancy and due date. For a company to ask for such sensitive and personal medical information beyond what they were given is quite frankly violating and odd. They had the information they needed. There is no miscarriage without a pregnancy. The company was extremely difficult to reach out to in person and get to the bottom of why they would need so much detailed information beyond the miscarriage paperwork. We have yet to receive a refund with the medical paperwork we provided.

  

  Business Response

  Date: 07/10/2025

  Dear BBB,

  We want to start by expressing our deepest sympathies to the customer for what they have gone through. We understand this was an incredibly personal and emotional situation, and we are truly sorry that the process to resolve their request added additional stress.
  
  To clarify, the customer purchased ticket insurance at checkout, which is provided through our third-party partner, ******. All claims submitted under this insurance are handled directly by ******, including documentation requests and claim evaluations. We recognize that the nature of the documents requested in this case felt invasive and inappropriate, and we agree that the documentation the customer initially provided should have been sufficient to support their claim.
  
  While Gametime does not process or evaluate insurance claims, we take full responsibility for the experience fans have when using our platform. We want to make it absolutely clear that Gametime does not and would never ask for personal medical information, especially documentation of such a sensitive nature.
  
  As a gesture of compassion and to ensure this is resolved appropriately, we have issued a full refund to the customer. They have been notified directly and can expect the refund to appear on their original payment method within the standard processing window.
  
  We are very sorry for the confusion and hardship this situation has caused and appreciate the opportunity to make things right.
  
  Sincerely,
  Gametime
  

  Customer Answer

  Date: 07/10/2025

  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. I would like to thank you sincerely for your help with this matter. 
  
  Gratefully,
  
  ***** *****

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising 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 05/08/25 I purchased 2 tickets for the ****** ****** show in *******, the show would be on 06/21/25. A day or so after the purchase, I received notification from my credit card about a possible duplicate charge, and that's when I learned there had been 2 separate transactions for 2 tickets each. I reached out to GameTime via email and chat (attached) and I also called them for assistance in either obtaining a refund or even to assist me in selling the tickets. I never received a response from anyone at the company until today when I advised them I would file a complaint with the BBB, they immediately responded a to direct me to some different department. They do not operate in good faith.

  

  Business Response

  Date: 07/10/2025

  Dear BBB,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation and share the support history related to this customer's ticket purchase.
  
  On May 8, 2025, the customer purchased two tickets for the ****** ****** show in ******* scheduled for June 21, 2025. A second transaction for an additional pair of tickets was processed shortly afterward. Both purchases were successfully completed using Android Pay, and both were confirmed by the entry of the appropriate postal code during checkoutindicating authorized purchases.
  
  The first contact we received from the customer prior to their ******************** complaint was on May 10, 2025, just two days after purchase. In this interaction (via live chat), the customer inquired about how to either return or resell their tickets. Our support agent responded at that time with the appropriate options, including details on Gametimes ticket return policy and information about how to list the tickets for resale. Proof will be attached.
  
  Its important to note that one of the two orders has since been disputed directly with the customers financial institution and is currently undergoing a chargeback investigation. As a result, we are unable to take any additional action on that transaction. When a chargeback is filed, we are required to suspend further support action and allow the bank or card issuer to complete their resolution process independently.
  
  We are committed to supporting fans and doing everything we can to resolve issues fairly. In this case, the dispute is now in the hands of the customer's financial institution, and we will comply with their final decision.
  
  Please let us know if additional clarification is needed.
  
  Sincerely,
  Gametime 

  Customer Answer

  Date: 07/10/2025

  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.
  
  Sincerely,
  
  Guilherme Montmor

• Initial Complaint

  Date:07/07/2025

  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 7/7/2025 my sister, our aunt and I purchased tickets to the Beyonc concert via Gametime. Upon arrival we could not gain access due to our ticket transfer not coming through. I called Gametime and they told us to go to the *********** I went to the ********** and was informed that someone was in our seats, and scanned them. How? We asked. The box office worker stated we needed to call the company we purchased from. Again, we called and we were told that they were looking into the matter. At this time it is 9pm. The concert has started, it is humid outside. We paid $60 for parking and then were rushed by outside staff because they were closing up ticket sales department. I asked to just be refunded or have another set of tickets sent for another show. The representative name was ***** he stated that he will have to see if they will refund us. I said that is insufficient as we paid our money and did not get to attend the event. This now I am here. I asked for a reference number, he said there was none he could provide. I called 7/7/2025 at 9:20pm. There is however an email from Gametime asking what did we do to try and retrieve the tickets as if it is our fault we were scammed. Surely we wouldnt voluntarily pay $400 and drive an hr leave our kids and family to not be allowed into the stadium. It was humiliating and I am seeking some type of resolution ASAP. Horrible customer service, horrible resolution skills. And I am confused as to how they sent email to an email I didnt provide. All we are asking is for a refund or tickets to a different show. We all work very hard for our money, I am a nurse. My sister is an active military officer and my aunt is an accountant. Us ladies work very hard for our money! Id like this handled expeditiously.

  

  Business Response

  Date: 07/08/2025

  To the Better Business Bureau,
  
  Thank you for the opportunity to respond to this complaint.
  
  We want to start by acknowledging the fans understandable frustration with their experience at the ****** concert on July 7, 2025. We deeply regret that they were unable to access the event as intended and apologize for the stress and inconvenience this caused.
  
  Gametime operates as a ticket marketplace, and while the majority of ticket transfers go smoothly, there are rare occasions when issues arise with a sellers delivery or fulfillment. In this case, once our Support Team was contacted, we promptly began an investigation. As with all such incidents, our standard process requires verification of the ticket issue in coordination with the venue, seller, and other systems involved in the transfer.
  
  We can confirm that a full refund was issued to the fan, and an email was sent to the address on file confirming this resolution. Were sorry if that email was unexpected or not recognized, and we are happy to provide confirmation again upon request.
  
  While we wish no fan ever experienced this kind of disruption, we take all incidents seriously and always aim to resolve them fairly. We appreciate the fans patience during the process and their feedback, which we will use to continue improving our service.
  
  Sincerely,
  Gametime

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23568286
  
  I am rejecting this response because:

  After further discussion, we feel there are other expenses wed like to be compensated for. Parking for the event was $60. As well as the outfits we purchased for the concert that were $100 at least for myself and my sister. My godmom/ aunt did not purchase any new clothing. I have included attachments showing proof of all purchases. Thank you for your consideration. I hope we can settle this matter quickly. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 07/10/2025

  Dear BBB,

  We appreciate the customer's continued communication and understand their desire to be fully heard and compensated for the broader impact of their missed event.
  
  After reviewing the submission, we were unable to locate any attachments or receipts included with the additional claim for parking and clothing expenses. If there was a technical issue with the upload, we are happy to re-review if documentation becomes available.
  
  That said, we do want to acknowledge the inconvenience and emotional toll this situation has caused. While we are only able to issue refunds for the original transaction made through Gametime, we want to go above and beyond in resolving this matter.
  
  As a gesture of goodwill, we have issued $150 in Gametime credit to the customer's account. This credit can be used on any future event and will remain valid for 2 years from today's issuance date.
  
  We hope this helps turn a difficult experience into a better one down the line, and we truly appreciate the opportunity to make this right.
  
  Sincerely,
  Gametime

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23568286
  
  I am rejecting this response because:
   While I appreciate the efforts to help rectify the situation at hand, we still would like to be refunded the $60 for parking. The attachment is there showing the payment date, time and amount in my previous message. I understand if the business does not want to cover what we paid for clothing but parking in my opinion should be covered. In addition, as there are 3 of us I dont feel a $150 credit is sufficient/ enough for all of us to use for a future event. Thank you.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/06/2025

  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.

  Breach of Contract and Gametime ****************************** World Cup Ticket Order On June 30, 2025, I purchased two tickets for the ********* World Cup Quarter Final at *************** scheduled for July 5, 2025, through Gametime for $172 total. The purchase was completed, my payment was accepted, and the tickets were marked confirmed in the app.On the morning of July 1, I received a single vague text stating that there was a problem, they've "hit a snag with the seller and my tickets were no longer available. No call or detailed explanation was provided, and I only received a reply after initiating multiple inquiries via phone. After escalating several times, Gametime supervisors refused to speak to me by phone and kept redirecting me to email support, which has failed to resolve the issue meaningfully.The ticket prices surged significantly after the participating teams were announced, reaching $332$600+ per ticket for the same section, pricing me out. I had already canceled work to attend the event, incurring additional financial loss. Despite the facts, Gametime only offered a full refund or after many calls, 120% credit, which falls far short of covering the losses Ive suffered due to their failure to deliver the tickets.Their Gametime Guarantee promises that customers will get in or your money back, plus comparable tickets or better in the event of an issue, which was not ********** of now, my account still shows the original tickets as confirmed, and I have not received a refund or a proper replacement. I missed the event entirely and am now demanding either: Comparable tickets to the July 9 semifinal at *************** (featuring the team I paid to see), OR Fair compensation beyond the original $172, either higher-value credit or partial cash payment, which reflects the loss of value due to price increases, time off work, and stress/time lost pursuing this resolution. I spent my July 4th trying to resolve this issue.

  

  Business Response

  Date: 07/08/2025

  To the Better Business Bureau,
  
  Thank you for the opportunity to respond to this complaint.
  
  We sincerely regret the disruption this fan experienced surrounding their ********* World Cup Quarter Final ticket purchase. At Gametime, we understand how meaningful live events can be, and we are deeply sorry that this experience fell short of expectations.
  
  The fans order was originally confirmed; however, we were later notified by the seller that the tickets were no longer available. In such rare instances, Gametimes Fan Guarantee is designed to protect customers by offering comparable or upgraded replacement tickets when possible. If comparable replacements are not availabledue to factors such as rapid market price fluctuations or limited remaining inventorywe provide either a full refund or a credit to ensure the customer is made whole.
  
  Its important to clarify that our policy does not offer both a replacement and a refund/credit simultaneously, but rather the best available resolution at the time. While we attempted to source replacement tickets, none were available within reasonable price and seat comparability. Initially, the fan was offered a full refund or a 120% credit option, consistent with our policy.
  
  That said, we recognize the disappointment and inconvenience caused in this case. As a gesture of goodwill and in recognition of the situation, we have issued $600 in Gametime credit to the fans account to support the purchase of future ticketsincluding to the July 9 semifinal or any other event of their choosing.
  
  We hope this resolution demonstrates our commitment to customer satisfaction and provides meaningful value in return for the experience the fan missed.
  
  Sincerely,
  Gametime

• Initial Complaint

  Date:07/05/2025

  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 purchased tickets on June 30, 2025 to the Club World Cup Quarterfinal scheduled to take place July 5, 2025 at ***************. At the time of purchase neither of the teams had been determined and the price to section 123, row 10 was $89 per person. These were not the only tickets available at the same price range, it was affordable for all. I purchased three seats, together for the game at $89. On July 1, 2025 when the teams had NOW been determined, I received an email from Gametime telling me:"We've hit a snag with the seller, and I'm afraid your tickets for ********* World Cup on 7/5 are no longer available."I have since realized I was NOT an isolated incident. It seems that tickets sold before the teams were determined also had their orders cancelled. The prices found on websites no longer in the $90 price range, but $250-$320 range. It is incomprehensible that a company would allow this practice to continue. To ruin the possibility of this experience just for the price bump that they got after the teams were determined. Despicable. They did refund my complete order, but I was appalled that they ruined a birthday present because they hiked up pricing.

  

  Business Response

  Date: 07/05/2025

  Dear BBB,

  Gametime acknowledges the complaint regarding a canceled ticket order for the ********* World Cup Quarterfinal scheduled for July 5, 2025, at ****************
  
  We regret that this customer experienced a cancellation. However, as a ticket marketplace, Gametime does not hold or control any ticket inventory directly. All listings on our platform are provided by third-party sellers, and fulfillment depends on the seller's ability to deliver the tickets as promised.
  
  In this instance, the customer placed an order on June 30, ********* to the announcement of the final team matchups. Based on the complaint, the order was canceled by the seller on July 1, 2025. While the order was fully refunded, we understand the customers frustration.
  
  We are unable to investigate this specific case or take further corrective action without the associated order number. Gametime welcomes the opportunity to look further into the matter if that information becomes available.
  
  We continue to work toward improving reliability across our seller network and mitigating issues that stem from last-minute cancellations due to market fluctuations.
  
  Sincerely,

  Gametime

• Initial Complaint

  Date:07/03/2025

  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 tickets for the ********* ********* show on September 7th and they claim that the tickets couldnt get delivered even though they confirmed and charged my credit card. I waited 2 weeks for similar seats to became available and the ones available are not within their policies. Its a shame that they sold me something they didnt have and didnt do anything to solve this matter.

  

  Business Response

  Date: 07/03/2025

  Dear BBB,

  Thank you for the opportunity to respond to this concern.
  
  We are very sorry to hear about the disappointment this customer experienced surrounding their order for the ********* ********* event on September 7th. We understand how frustrating it can be to expect confirmed tickets and then face challenges receiving them.
  
  Wed like to clarify that Gametime is a ticket marketplace, which means we do not own or hold the inventory listed on our app or website. Instead, tickets are supplied by third-party sellers who are responsible for fulfilling the orders placed.
  
  In rare cases where a seller is unable to deliver the tickets as promised, our Gametime Guarantee ensures that fans are protected. In these situations, we offer:
  
  Comparable or better replacement tickets at no additional cost, or
  
  A full refund or full Gametime credit, depending on the customers preference.
  
  While we strive to provide seamless experiences, inventory availability is dynamic and can change quickly. We regret that the customers expectations were not met in this case.
  
  Unfortunately, without an order number or further identifying information, were unable to investigate this specific transaction in detail. We invite the customer to reach out directly or respond with their order number so we can look into the matter further and ensure that all appropriate steps were taken in line with our policies.
  
  Sincerely,

  Gametime

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23553415
  
  I am rejecting this response because:
  There was no effort from Gametime to accommodate, customer needs customers service is non existent and they work only to they are advantage 
  Sincerely,
  How can they sell something they dont have????
  **** *****

  

  Business Response

  Date: 07/08/2025

  To the Better Business Bureau,
  
  We appreciate the opportunity to respond to **** ****** continued concerns.
  
  Gametime operates as a marketplace platform where third-party sellers list their ticket inventory. While we make every effort to ensure that all orders are fulfilled accurately and on time, there are rare cases where a seller may be unable to deliver the tickets as expected. In those situations, Gametimes Fan Guarantee is in place to protect the customer.
  
  This guarantee allows us to offer comparable or upgraded replacement tickets from other sellers, or, if thats not possible, to provide a full refund or Gametime credit to the customer. We are committed to ensuring a positive resolution in any instance where an issue arises.
  
  However, in order to properly investigate and address the situation, we do require specific identifying information such as the order number. Without this, we are unable to verify the claim or take corrective action.
  
  We remain ready to assist Mr. ***** as soon as this information is made available.
  
  Sincerely,

  Gametime

• Initial Complaint

  Date:07/02/2025

  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.

  On April 2, I purchased 4 ***** ***** tickets, through game time, a third party company to purchase affordable tickets. However the tickets that were transferred to me on April 2 via Ticketmaster. And they were stolen and claimed from my account by someone I dont know on May 19. The name who claimed them is **** ******, again a person Ive never met or heard of. I contacted Ticketmaster regarding this matter and they told me I needed to contact Gametime. I contacted Gametime and they told me I needed to contact Ticketmaster. So here it is July 2 and Ive been getting the runaround since May 19. The concert is Aug 8 and I still have not had any resolution to me retrieving my tickets. Nobody is helping. I purchased through affirm which I am currently paying on. I tried to dispute with affirm but denied my claim even with proof of me not having my tickets. Ive already made two payments and the next payment is due Friday, July 4. At first I didnt even want a refund, just my tickets but now I am exhausted and just want my money back. This has caused a lot of stress and anxiety.

  

  Business Response

  Date: 07/03/2025

  Dear BBB,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to the customers concerns regarding their April 2 purchase of four ***** ***** tickets through Gametime.
  
  First and foremost, we want to sincerely apologize for the stress and inconvenience this situation has caused the customer. We fully recognize the frustration of not having a clear resolution despite their repeated efforts to get help, and we understand how difficult it must feel to be passed back and forth between platforms.
  
  Upon internal review, we confirmed that the four tickets purchased through Gametime were successfully transferred and properly accepted into the customers Ticketmaster account on April 2, in line with our fulfillment obligations. This completes Gametimes role as a third-party ticket marketplace.
  
  The customer has reported that on May 19, the tickets were stolen and claimed by an unknown individual. While we truly empathize with the circumstances, this kind of issue involving post-transfer ticket activity within a personal Ticketmaster account can only be addressed by Ticketmaster directly. As a third-party platform, Gametime does not have access to customer Ticketmaster accounts and cannot verify or recover tickets once they have been accepted.
  
  That said, we deeply value our fans, and in this case, we want to help. As a gesture of goodwill and in recognition of this customers loyalty and effort to resolve the issue, we will issue a full refund for the purchase.
  
  We also strongly encourage the customer to contact ************ and request a formal investigation into the unauthorized claim of the tickets, and to update their account password and security settings. These steps are important to help prevent similar issues in the future.
  
  Though this matter technically falls outside of Gametimes responsibility, we are committed to doing what we can to assist on our end and hope this resolution provides some peace of mind.
  
  Sincerely,

  Gametime

  
  

  Customer Answer

  Date: 07/03/2025

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