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:10/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am on a payment plan for ****, I haven't received my tickets or my VIP wrist bands.i have tried contacting Tixr because I am being told the last payment was declined, which it shouldn't have. I put a new card on the account and the payment still hasn't been processed. I cant reach a live person because there is no customer service number to a live person (which is ludicrous for a large company). I have emailed back and forth so much and I am just getting the run around!Process my last payment and send me my tickets and VIP wrist bands. **** is next weekend. I have already paid $500 to Tixr and have one payment left.

  Business Response

  Date: 11/03/2024

  Dear Better Business Bureau,
  
  We at Tixr take customer service and satisfaction very seriously, and we appreciate the opportunity to address Kristens concerns regarding her RRUV event ticket and VIP wristband order.
  
  Resolution Details: Upon receiving ********* initial inquiry via email on September 24, Tixr's support team promptly reviewed her payment plan status. Our investigation showed that her bank had declined the last payment, a response received directly from the bank rather than Tixrs payment processor. After informing the customer of this issue, we provided detailed instructions on how to update her payment method to help her quickly complete the final payment.
  
  After several troubleshooting steps to address the payment issue, ******* successfully updated her payment method on September 25. The following day, Tixr confirmed that her payment had been processed successfully. Her tickets and VIP wristbands were then issued in a timely manner, well ahead of her event.
  
  Tixrs support team worked with ******* over email to ensure she received consistent assistance and guidance. Despite her initial frustrations with the bank declines, our team resolved her request within two days of her first outreach.
  
  We sincerely apologize for any inconvenience experienced and assure you that Tixr remains committed to providing a high level of service. Were constantly evaluating our processes to improve accessibility and support for all customers.
  
  Thank you for allowing us to clarify this matter.
  Best regards,
  Tixr Support Team

• Initial Complaint

  Date:09/26/2024

  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.

  On July 21, 2024 I purchased a three day pass to Riot Fest that was to take place on Sept 20th-22nd at **************** in **********. On August 14, ******************************************************************** ********** to *************************. I reached out to Tixr and explained that the venue was not easily accessible for parking nor ride share. I further explained that last year when my husband and I attended that we walked miles in a high crime area and it took hours to obtain a ride share back to our home on the southside. I requested a refund or other option. Their response was that "all sales are final and cannot be transferred or refunded." On the site when I purchased the tickets, it said "rain or shine event, tickets are nonrefundable/nontransferable, all event information, including the line up, is subject to change." I have been to a large number of multi-day music festivals and understand that because an act cannot perform or the weather is inclement are not valid enough reasons to request a refund but to be able to move the venue after tickets are sold seems like false advertising.

  Business Response

  Date: 11/03/2024

  Dear Better Business Bureau,

  
  Thank you for allowing us to respond to Gretchens concerns regarding the venue change for Riot Fest.
  

  Context and Explanation: ******** purchased a three-day pass for Riot Fest in **********, **, originally scheduled to take place at ****************. On August 14, 2024, the event organizers announced a change in venue to *************************. We understand that ******** reached out with concerns about this location change, particularly regarding accessibility and safety.

  As outlined in the ticket policy provided on the event page, all sales are final, and tickets are nonrefundable and nontransferable. This policy is set by the event organizers to accommodate the logistics of large festivals, as adjustments such as venue changes can occasionally be necessary due to unforeseen circumstances. We regret that Tixr, as the ticketing platform, must adhere to these policies and does not have the authority to override them.
  

  Efforts to Assist: In our communication with ********, we suggested providing additional details if any extenuating circumstances were present. We offered to reach out to the event promoter on her behalf, as the promoter holds the ultimate decision-making power regarding any potential exceptions.
  
  Tixr strives to provide clear communication about event policies and remains available to assist with any questions regarding ticketing. While we are unable to directly issue refunds or make exceptions to organizer-set policies, we appreciate feedback that allows us to better support our customers within these guidelines.
  
  Thank you for the opportunity to clarify this matter.
  Best regards,
  Tixr Support Team

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22280143
  
  I am rejecting this response because:
  Tixr sold the tickets and promoted the event. The accountability to make this right is not on me to jump through hoops. The event was marketed at a venue that was safe and accessible. It was moved to a location that is not very safe and without reasonable accessibility (as evidenced by me telling you of the previous years experience at *************************).
  Sincerely,
  
  ******** *****

  Business Response

  Date: 01/13/2025

  Dear Better Business Bureau,
  
  Thank you for giving us the opportunity to address the customer's concerns regarding their experience with Riot Fest once again.
  
  *Context and Explanation: While Riot Fest selected Tixr as its ticketing vendor, we aren't involved in any of the operations on the ground or the marketing of the event. Riot Fest had full control over the information displayed on the ticketing page and set their own refund policy, which the customer agreed to. 

  *Commitment to Customer Support: We sincerely apologize that the venue change negatively impacted the purchaser's accessibility to the event and personal safety. Although we weren't in control of the outcome onsite, nor are we at liberty to go against the policies set forth by the event creator, we do strive to provide a positive experience for all users when it comes to using the Tixr website. Our support team is always able to assist with any questions or technical needs related to the purchase experience.
  
  Thank you again for the chance to address this matter. We hope this clarifies Tixrs actions and our continued commitment to customer support.
  
  Best regards,
  Tixr Support Team

• Initial Complaint

  Date:09/26/2024

  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 3 tickets from Tixr for the comicon in *********** on 9/6/2024 for the event on 9/7/2024. They are a big nationwide vendor of event tickets. They had it set up so that it automatically adds ************************* to the tickets, which was an additional $23.97. You must opt out of the insurance if you dont want it, which I did. Note that you must opt out of the insurance rather than opting to buy it as they have it toggled on by default. After the purchase, I get a receipt that has the insurance added. It also gives a link to cancel the insurance if you inadvertently purchased it or no longer want it. I follow the link, but it wont let me cancel the insurance since the event is within 14 days of purchase. I email the company immediately asking for a refund of the insurance and get the run around.

  Business Response

  Date: 11/03/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address Shauns concerns about the Order Protection charge associated with his ticket purchase for the Little Rock Comic Con on September 7, 2024.
  
  Upon receiving the customer's inquiry, ********************** Support responded on September 7, the same day he reached out, with instructions on how to cancel the optional Order Protection through Protecht, the third-party provider of this coverage. We informed him of the standard 14-day ***** period for canceling Order Protection, provided the purchase is made within that time frame and the event has not yet taken place. Additionally, we directed him to contact Protecht directly for further assistance if he encountered issues with the online cancellation link.
  
  The customer sent this initial outreach and attempted to cancel the protection policy close to the event date (outside of the 14-day ***** ******** which impacted the cancellation eligibility. When he reached out to us after the event, Tixr confirmed that cancellation options had expired.
  
  To ensure transparency, Tixr provides the Order Protection feature by default at checkout, with a clear option to opt out before purchase confirmation. We regret if there was any misunderstanding during the checkout process and appreciate feedback that can help us continually refine our user experience.
  
  While ******* policy was non-refundable at the time of his request due to proximity to the event date, Tixr remains committed to supporting all customers with clear and accessible information. We encourage ***** to reach out to Protecht at ***************** or ***************** to review this matter further.
  Thank you for allowing us to address this concern, and we hope this clarifies Tixrs actions in response to *****'s request.

  
  Best regards,
  Tixr Support Team

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22262810
  
  I am rejecting this response because:

   

  Im not wasting anymore time on this. You know this is a scummy business practice. You only automatically add this protection to events that are about to take place when people cannot cancel it. 
  
  
  ***** ********

• Initial Complaint

  Date:09/18/2024

  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 a ticket for an event for July 20nd 2024. I got there just to be told it was cancelled. Later on I find out that the concert will be done on another date. I asked for a refund by email on July 20th. I didnt get a response so I contacted my bank. The venue then responds saying that cant do anything because I contacted my bank. Later on my bank denies my refund saying the venue said I didnt show up. But that is not true. I showed up there on the original date where they cancelled it last minute. They also told my bank that I didnt request a refund but I did on July 23rd. I keep getting the run around from both bank and Tixr. Tixr provided false information to win a dispute claim especially when I requested a refund July 23. Now they are saying because I disputed they cant refund me and that I need to contact my bank. My bank is saying I have to deal with the merchant because they are refusing to give back the funds. At the end of the day the concert did not happen on the day I purchased a ticket for!! Why do they get to steal money from customers for service that wasnt provided

  Business Response

  Date: 11/03/2024

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address ***** concerns regarding their request for a refund due to a rescheduled event.
  
  Context and Explanation: *** purchased a ticket for an event originally scheduled for July 20, 2024. Unfortunately, this event was rescheduled, and Tixr received notification from the event organizer of the new event date. *** reached out to Tixr on July 23, requesting a refund. However, on the same day, *** also initiated a chargeback with their bank, which limited Tixrs ability to process a direct refund, as the funds were then held by the bank pending the dispute outcome.
  
  Our policy is that once a customer initiates a dispute, the bank takes control of the funds, and all refund decisions must then be managed by the bank. During the chargeback process, Tixr responded to the banks request for documentation by providing available attendance records. We understand the importance of accuracy in such matters and regret any confusion or frustration resulting from this.
  
  Efforts to Assist: Since the dispute was initiated with the bank, Tixrs support team has continued to explain that the dispute process would need to be resolved directly with the bank, as Tixr no longer has access to the funds. We encourage *** to continue communication with their bank regarding the dispute status. Additionally, should the bank reverse the chargeback, Tixr would be able to re-evaluate any refund requests within our regular policies.
  
  Tixr strives to ensure a smooth and positive experience for all customers. We are committed to transparency and providing guidance in line with our policies. We apologize for any inconvenience or miscommunication that may have occurred and hope this clarifies Tixrs actions.
  
  Thank you again for allowing us to address this matter.
  Best regards,
  Tixr Support Team

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22255626
  
  I am rejecting this response because their statement isnt true.  ********** told me that tixr was refusing to release the funds back to them. ********** does not have the funds. Tixr kept my money even though I emailed asking for a refund before I filed dispute with *****. Tixr did not respond to me in a timely matter so I contacted *****. But tixr told ***** that I didnt go to the show lol.  I didnt go to the rescheduled show because that wasnt the day I purchased my ticket for. Tixr was not honest with their response on here. I lost my dispute case because tixr was refusing to refund it.  So Im out of the hard earned money I spent that tixr defrauded me of
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 01/13/2025

  Dear Better Business Bureau,
  
  Thank you for giving us the opportunity to once again address this customer's concerns.
  
  *Context and Explanation: While the customer did contact our customer support team, once the dispute with the bank was filed, there's nothing more our customer support team could do to resolve the issue as the bank took control over the funds and decided on a resolution. We could only provide evidence to the bank as to whether or not the purchaser attended the rescheduled event, which they did not. 
  
  *Commitment to Customer Support: We sincerely apologize that we're unable to assist further regarding a refund. Once disputes are filed, our hands truly become tied. While it's unfortunate the customer could not attend the rescheduled date, we do strive to provide a positive experience for all users of our platform. For any questions or technical needs related to the Tixr website, our team is always available to assist.
  
  Thank you again for the chance to address this matter. We hope this clarifies Tixrs actions and our continued commitment to customer support.
  
  Best regards,
  Tixr Support Team

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22255626
  
  I am rejecting this response because: the bank said Tixr wouldnt release the funds back.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 01/22/2025

  Thank you for providing us with the opportunity to respond further to *** ****** concerns regarding their refund request and the subsequent chargeback process.
  

  ***s recent correspondence indicates that their bank has informed them Tixr is refusing to release the funds. However, we would like to clarify how the chargeback process functions and why Tixr is unable to issue a refund once a chargeback is initiated:
  

  1. Email Communication with the Event Organizer: *** has provided screenshots of communications with The Midway SF, the event organizer, which correctly state that refunds cannot be issued for a ticket once a chargeback has been filed. This is not a matter of refusal by Tixr or The Midway SF but rather the nature of chargebacks. Once initiated, the dispute process removes the funds from the merchants control and places them under the banks jurisdiction. The screenshots provided are not from any communication with a bank.
  

  2. Tixrs Involvement in the Chargeback Process: Upon receiving notice of a chargeback, Tixr provided the requested documentation to the bank, including confirmation that the event was rescheduled and attendance records for the rescheduled date. At that point, the bank evaluates the dispute and makes a final determination. It is important to note that this process bypasses the merchant entirely, leaving the handling of funds solely up to the discretion of the bank.
  

  3. Outcome of the Chargeback: *** says her bank ultimately declined the chargeback claim, meaning the bank decided not to reverse the funds. Unfortunately, this final determination leaves Tixr with no authority to process a refund, as the matter is concluded under the bank's resolution.

  To help ensure clarity, we respectfully reiterate the following: ************ reopens the chargeback and reverses their decision, Tixr will gladly review the case for a refund in line with our policies. We encourage *** to maintain direct communication with their bank if they wish to pursue further resolution, as the funds are no longer under Tixrs control.
  

  We hope this response helps provide additional context regarding the constraints we face once a chargeback is filed. Tixr remains committed to delivering a fair and transparent customer experience, and appreciate the opportunity to clear up any confusion.

  Thank you,

  Tixr

• Initial Complaint

  Date:09/06/2024

  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.

  *Date of transaction: 6/11/24 *Amount paid: 2 tickets @ $45 each + tax = $105.86 total *Committed to provide: Beauty and the Beast Cocktail Experience (or a refund if the event was cancelled); ad for event was seen on social media/Facebook *In June I purchased 2 tickets (through **************************) to a Beauty the Beast Cocktail Experience to be held in August at the ****************** in ******, **. It was supposed to be for my birthday celebration. I received my digital tickets right away so I thought nothing of it. As the date approached, I received no updates, and when I went to look up details about the event, there was no longer any info available. The event on ************************** had *** removed, and there was no event on the vendor site/calendar. I tried to call the vendor location but they had no clue what I was talking about. After reading the refund/cancellation policy on Tixr, it said the tickets were nonrefundable, but that I should have been notified and due an automatic refund if the event was cancelled without a rescheduled date (which it clearly was); but I was not. On July 31st I tried contacting the 'vendor' using the email address that was on the e-ticket but still as of today (Aug 29) have received no response.Neither ************************** nor the vendor has tried to resolve my problem I am very upset because it seems like a scam -- Is Tixr is selling non-refundable tickets to events that don't exist? and then refusing to give you your money back, and sending you to talk to the 'vendors' that also don't exist? I'm so confused I was so excited for this event. I was supposed to be a great birthday celebration for me. My husband and I had costumes for it and everything.

  Business Response

  Date: 11/03/2024

  Dear Better Business Bureau,
  
  Thank you for giving us the opportunity to address the customer's concerns regarding their experience with the Beauty and the Beast Cocktail Experience event.
  
  Context and Explanation: This customer, *******, purchased tickets through Tixr for the Beauty and the Beast Cocktail Experience scheduled to take place at ******************* in ******, **. Unfortunately, the event organizer, ***********, did not fulfill their commitment to host this event, and Tixr subsequently discontinued its affiliation with this organizer upon learning of several similar issues affecting our customers.
  
  When we became aware of these issues, Tixr sent a notification to impacted ticket holders, informing them of our discontinued relationship with *********** and providing details for contacting their support directly. In our communication, we acknowledged the difficulties that customers might encounter in securing their refunds and recommended an alternative option: initiating a chargeback or dispute with their bank if the event did not occur or deliver as promised. While Tixr is unable to process refunds on behalf of third-party vendors, we took these steps to ensure that customers like ******* had a course of action to recoup their funds.
  
  Commitment to Customer Support: We sincerely apologize for any confusion or distress this situation has caused, especially as the event was intended to be a special occasion for this customer. Although ********************** was not in control of the events outcome, we strive to provide a positive experience for all users of our platform and are available to assist with any questions or technical needs related to the Tixr website.
  
  Thank you again for the chance to address this matter. We hope this clarifies Tixrs actions and our continued commitment to customer support.
  
  Best regards,
  ********************** Support Team

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22213699
  
  I am rejecting this response because:

  I did not receive any communication from Tixr or anyone related to the event at all regarding their discontinued relationship with "***********". I didn't even know the event was no longer happening until I checked a few days before. If I had received this communication, I would obviously have initiated refund or charge-back efforts sooner. I just hope my bank will still allow me to do it for a charge that was almost 6 months ago.

  I believe their above statement regarding communication to me and an the other tickholders is completely false and an attempt to cover their *****. There was never a legitimate course of action to recoup our funds, because Tixr put responsibility on the 3rd party, which either didn't exist or wasn't contactable. And then the ball got dropped on telling customers the event was canceled, and now the only way seems to be to to dispute the claim through my bank. I guess I will start that process and see how it goes.

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

• Initial Complaint

  Date:08/29/2024

  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.

  A friend of mine bought tickets for us to a show. The ticket vendor is **************************. She transferred these tickets to me, however the tickets do not show up on the ************************** website, not in my ************************** account, nor have I received an email alerting me to the transfer. When I communicate with TIXR (which is only by email they refused to give out any phone numbers) they tell me its a problem with my email. However that is untrue because Ive already received previous transfers from ************************** so that eliminates an email issue. I am also able to successfully communicate with them via email so again they are trying to bring wrong. At this used to help me any further and insist that I should buy tickets directly from them instead of having them transferred. They said they will not help anymore. And the reason they want me to buy tickets directly from them instead of having them transferred from my friend is because they make more money that way. I believe at this time due to the lack of customer service in the complete lack of care and response, that they are intentionally withholding the transfers because they can make more money if I purchase directly from them. Please help me. Thank you so much

  Business Response

  Date: 11/03/2024

  Dear Better Business Bureau,
  Thank you for the opportunity to address Catherines concerns regarding a ticket transfer issue.
  
  Context and Resolution: On August 23, 2024, ********* reached out to Tixr regarding tickets that had been transferred to her by a friend but were not appearing in her Tixr account or email. *********************** support team promptly investigated and recommended several troubleshooting steps, including having the original ticket purchaser reattempt the transfer, which is standard procedure to ensure accuracy in the transfer process. After trying these steps, the issue persisted, and Tixr escalated the matter to our development team for a solution. By August 26, the technical issue was resolved, and the tickets were successfully transferred to Catherines account and email.
  
  Efforts to Assist: Throughout this process, Tixr Fan Support responded to *********** multiple inquiries, consistently providing assistance within 24 hours. Despite initial challenges, our team worked diligently to find a workaround, even notifying the event organizers as an added measure to ensure her access to the event.
  
  While Tixr handles a large volume of transactions daily, we prioritize each support request and are committed to continuously improving the customer experience. If ********* encounters any further issues with her Tixr account or event purchases, our support team is ready to assist.
  Thank you again for allowing us to clarify this matter.
  
  Best regards,
  Tixr Support Team

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22190513
  
  I am rejecting this response because it didnt refund me!!! I want the fees back! This is lame and just uses the same blame the customer response and you left ne hanging for days and days and did nothing at first! You told me it was my problem to solve and you left me without any help and then once I really put the screws down to you guys you started doing your job  REFUND ME NOW. 
  Sincerely,
  
  ********* ****

  Business Response

  Date: 01/13/2025

  Dear Better Business Bureau,
  
  Thank you for giving us the opportunity to respond to the customer's refund request.
  
  *Context and Explanation: The customer is requesting a refund, claiming our team did nothing to assist in a timely manner, which simply isn't true as the matter was resolved within four days. Even if the customer had a legitimate reason to request a refund, they aren't even the original purchaser, and since no money was exchanged, there's no possible way we could issue a refund in the first place.
  
  *Commitment to Customer Support: We sincerely apologize for the technical issue that impacted this specific ticket transfer, and we're happy that we were able to find a workaround to get the customer their ticket prior to the event. We strive to provide a positive experience for all users of our platform and are available to assist with any questions or technical needs related to the Tixr website.
  
  Thank you again for the chance to address this matter. We hope this clarifies Tixrs actions and our continued commitment to customer support.
  
  Best regards,
  Tixr Support Team

• Initial Complaint

  Date:07/01/2024

  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 for a Beauty and the Beast event held in ***********. After I made my purchase, Fox 9 news did a report on how TIXR is scamming people into buying tickets for an event that does not exist. I tried to reach out to TIXR but there is no customer service number and I do not trust them to reply by email. At this point I ask for my money back and to stop selling tickets to other people.

  Business Response

  Date: 07/02/2024

  Hi there. As the ticketing vendor, Tixr is not in charge of event operations on the ground, but we sincerely apologize for the inconvenience this may have caused. You mentioned the Fox 9 news article about this event this article does not mention Tixr. Fox 9 correctly names *********** as the organizer responsible for this event. Like you, our team was also shocked and disappointed to see this story, and we have since discontinued affiliation with *********** due to this news and other concerns like yours recently brought to our attention. You can read the full article here: *****************************************************************************************.

  We kindly request that all future inquiries related to their events be directed to their designated contact at ***********************************. Please know that we remain available to assist you with any matters pertaining to the Tixr platform, including account access and modifications, troubleshooting purchase issues, updating payment plans or waitlist orders, and transferring tickets. We don't provide phone support, but you can file a ticket via support.tixr.com to connect with our fan support team 24/7. Thank you for your understanding.

• Initial Complaint

  Date:06/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 14th 2023 I purchased a 3-day VIP ticket for Riot Fest 2024 for $374.49 at *********************** in *******, **. Today, June 12th 2024 Riot Fest announced a change of venue and emailed saying patrons could receive a full refund. Since the purchase I had to replace the CC as it was stolen and used online. The means of purchase is not available for refund. The time limit for a refund is 1 week. The only way to contact tixr is via email, and reviews state their response time may be greater than week. I need this resolved ASAP.

  Business Response

  Date: 06/14/2024

  Hi ****,
  
  Unsure why you filed a complaint with BBB, as the email you received regarding the venue change prompted you to file out a refund request no later than 06/19/2024 via this form: ***********************************
  No refunds have been issued yet.

  Don't worry about the fact that your card was stolen and you no longer have access to it. While we can only issue refunds to the card used for the original purchase, these types of transactions get flagged to the bank operators who then process your refund manually. Banks are accustomed to this. Even without the original card, your funds will be securely returned to the issuing bank, and it's their responsibility to help direct the refund into your account.  
  
  Note that our average response time is rarely longer than 24 hours, and we'd have given you the same answer as we did here.  If you have any more questions or need further clarification, we're here to help. You can always file a ticket with us here: *********************************************************
  
   - Tixr Fan Support
  
  

  Customer Answer

  Date: 06/30/2024

   
  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.  For public record and in response to negative comments from the business.  This case was opened as there was no receipt nor confirmation that a refund was requested.  I opened this case prior to the deadline of the 19th to have record requesting my refund.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/12/2024

  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 2 tickets plus parking for a concert festival through TIXR. The organizer cancelled the event. The canceled event name was Kickoff Jam PCB. The parent company is Gulf Coast Jam. The Kickoff website has been stripped to only show that refunds will be issued, however gives zero timeline for when a refund will be issued. However you cant contact them. TIXR stated I must get the refund from Gulf Coast Jam who wont respond to my requests. I need help given this is a simple reverse charge and Im stuck in a game of finger pointing between the event organizer and the payment platform. Gulf Coast Jam is a local company located in *****************, *******. Please help!! Almost $900 is quite a bit of money for this company to hold with zero communication or timeline for resolution.

  Business Response

  Date: 06/12/2024

  Hello *****,
  
  Ever since the cancellation was announced, we've been working with Kickoff Jam / Gulf Coast Jam to solidify a refund process and timeline. While it may sound like a simple charge reversal, we aren't at liberty to make decisions regarding refunds without the event creator as they set their own policies. Rest assured, refunds should begin processing this week, and once the refund is issued, it may take up to 5-7 days for the funds to hit your account. Hope this helps!
  
  - Tixr Fan Support
  
  
  

• Initial Complaint

  Date:06/07/2024

  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.

  ORDER # S27588OHFN I ordered tickets from j resorts online system for a concert in **** ****** on 05/24/2024. I got hit by a vehicle on 05/19/2024 and have been in the hospital since. I sent tixr several emails because they do not have any kind of phone number listed on there website. It does not state on the website that tickets are non refundable it states it is up to the seller . I finally got a response from tixr via email after i wrote several posts on their ******** page they are refusing to give me a refund of my $48.96. This is absolutely upserd to me that they are refusing to refund my money. Clearly i couldnt not attend the concert due to me being in the hospital in walk and they email simply states sorry no refunds . I think this website is doing extremly bad business and since there is no phone to talk to a supervisor or someone i believe they are a scam website as well

  Business Response

  Date: 06/07/2024

  Hello *****,

  First of all, we're so sorry about your accident and wish you a swift recovery.

  With regard to the event in question, Bone Thugs & ******* at ********, the Tixr event page from which you purchased your tickets does list a strict no refunds policy. I've pasted it below, but you can also find it if you scroll to the Terms section here: ******************************************************************************************
  
  ***All tickets are final sale and cannot be exchanged or refunded. In the case of an event cancellation without a rescheduled date, a full refund will be automatically issued to each patron on the credit card used to purchase. By purchasing a ticket to this event, you agree to this purchase policy. Before purchasing your tickets, we urge you to confirm the title, time and location of the event.***

  Unfortunately, Tixr doesn't have the authority to to override the terms set by the event creator, J Resort, as we're not involved with the operations on the ground. We're simply their chosen ticketing vendor. Any refund would need to be approved by J Resort. 

  J Resort included a direct phone number and email address for support in the Contact section on the event page: ****************************************************************************************** and we encourage you to reach out directly to explain your situation and (hopefully) convince them to authorize a refund on your behalf. 

  Thank you for your patience here! I wish there was more we could do on the Tixr side, but the decision is ultimately up to the event creator.

  - Tixr Fan Support