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:09/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - On August 24, 2025, I purchased a parking ticket from GoTickets.com for a parking space at Lee Parking Lot at Oriole Stadium, Camden Yards, Baltimore, MD, for car parking at the stadium on September 5, 2025. The GoTickets website advertises a 100% guarantee. On September 5, 2025, I received the ticket via email, but it was for a different parking facility, namely Harbor Court Garage at 30 E. Lee St, Baltimore. I contacted GoTickets via the chat tool on their website to request a refund because my wife cannot walk the distance between Harbor Court Garage and Oriole Stadium. Also, GoTickets charged me $99.00 for stadium parking at the Lee Parking Lot, but issued me a ticket for a much cheaper parking garage several blocks away. After checking into the problem for me, the GoTickets chat agent told me that the purchase was correct because GoTickets had indicated on a note on the order that the purchase had been transferred to 30 E. Lee and, therefore, I was not due a refund. This explanation was unsatisfactory because I had not seen the transfer from Lee Parking to Harbor Court Garage prior to purchasing the ticket, nor had I authorized it. Even if I had noticed the note on the purchase order, which I hadn't until the chat agent pointed it out to me, I wouldn't have understood what it meant. I feel deceived and taken advantage of by this vendor because I purchased a ticket for one lot, received a ticket for a different garage, was charged for the requested lot and not the received garage, and the vendor refused to acknowledge their error. The note listed on the purchase order AFTER I purchased the ticket was neither pointed out and explained to me, nor had I authorized it. I believe I deserve a refund for this transaction, but the vendor informed me that they would not provide it.

  Business Response

  Date: 09/12/2025

  Thank you for the opportunity to respond to this matter.

  Our records confirm that the customer purchased a parking pass on August 24, 2025, for event parking on September 5, 2025, in Baltimore, MD. The listing at the time of purchase clearly identified the parking facility located at 30 E. Lee Street, and the pass was delivered accordingly via email prior to the event.

  We understand that parking logistics can be important for each customer’s individual needs, and we encourage all customers to review the parking location, address, and facility notes provided in the listing before completing a purchase. The pass purchased and delivered in this case was accurate and consistent with the listing information presented at checkout, per our 100% Buyer Guarantee. We are pleased to confirm that we have since reached a resolution with the customer regarding this matter. We appreciate the opportunity to assist and are glad we could bring the issue to a close.

  If our customer has any further questions, our support team is available daily from 9:00 AM to 11:00 PM via phone, live chat, or email.

  Regards,
  Go Marketplace LLC

• Initial Complaint

  Date:09/03/2025

  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.

  J’ai passé deux commandes distinctes le même jour (numéro de commande communiqué par le site : 1784718, et une autre commande non numérotée mais bien débitée).
  À chaque commande, le site m’a notifié que les billets n’étaient pas disponibles.
  Malgré ces notifications d’indisponibilité, les sommes ont été prélevées sur mon compte.
  Je n’ai jamais reçu les billets, ni avant, ni après l’événement.
  Le service client m’a donné des réponses contradictoires (billets indisponibles, puis prétendus envoyés sans jamais fournir de preuve), et refuse le remboursement, proposant uniquement un avoir ou un remboursement partiel dérisoire (40 ou 45 USD).

  Business Response

  Date: 09/05/2025

  Thank you for bringing this matter to our attention. We appreciate the opportunity to review the concerns and provide clarification.

  Our records confirm that the customer placed two separate ticket orders through GoTickets.com on the same day. Both transactions were successfully processed, and the tickets selected at the time of purchase were fulfilled and delivered to the email address provided during checkout. Additionally, our system confirms that the tickets were accessed by the customer.

  We understand there may have been some initial confusion regarding ticket availability. We regret any contradictory information the customer may have received and apologize for the inconvenience caused by that experience. However, both orders were successfully completed and met our delivery obligations under the GoTickets 100% Buyer Guarantee.

  Because both sets of tickets were delivered and accessible in time for the event, the transactions were finalized in accordance with our terms of use, which include an “All Sales Are Final” policy. Refunds are not issued once valid tickets are delivered, unless the event is canceled and not rescheduled.

  If the customer has further questions, we encourage them to contact our customer service team directly. We are available daily from 9:00 AM to 11:00 PM via phone, live chat, or email.

  Regards,
  Go Marketplace LLC

  Customer Answer

  Date: 09/12/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  

  They're lying, claiming I received and viewed the tickets. I've asked them for proof several times, but they refused to provide it. I'm asking for proof again. For my part, I have proof that I had to purchase tickets directly on site, from Sphère. Please also explain why you sent me the documents I provided, in which you state that the tickets are unavailable! I maintain that you are scammers and thieves. I have filed other complaints to this effect with the FTC and the relevant French authorities. I will also publish the exchanges I had with your chatbot and your support service, which clearly demonstrate everything I'm saying.

  
  

  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23833913

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 09/12/2025

  We appreciate the opportunity to provide clarification.

  Our records confirm that the customer placed two separate ticket orders through GoTickets.com on the same day: 8/12/2025.

  Order 1784327 for 3 tickets in section 304 was placed at 1:14 PM. The tickets were successfully sent via email at 2:03 PM.

  Order 1784718 for 3 tickets in Section 405 was placed at 2:00 PM. The tickets were successfully sent via email at 2:13 PM

  Both orders were for the event at 5:00 PM on 8/12 at the MSG Sphere.

  Both transactions were successfully processed, and the tickets selected at the time of purchase were fulfilled and delivered to the email address provided during checkout. Additionally, our system confirms that the tickets were accessed by the customer.

  We understand there may have been some initial confusion regarding ticket availability. The “tickets not available” notice the customer has added to this complaint appears on the listing page—the page where tickets are listed for sale. That message simply means the listing you are looking at while browsing available tickets are no longer available for purchase on the site because someone bought them. Once tickets are sold, they are removed from active listings and marked as unavailable to prevent anyone else from trying to buy the same seats. So, if you're revisiting the listing page and see that message, rest assured: it's not an issue with your confirmed order—it's just confirming that the tickets are no longer for sale - in this case, our customer saw this message on the listing page because they’ve already been claimed by our customer.

  Our customer successfully placed their orders, claiming the available listings, thus marking the listings unavailable for anyone else to purchase. They revisited the listing page to see that the tickets they purchased were sold —to them.

  Both orders were successfully completed and met our delivery obligations under the GoTickets 100% Buyer Guarantee.

  If the customer has further questions, we encourage them to contact our customer service team directly. We are available daily from 9:00 AM to 11:00 PM via phone, live chat, or email.

  
  Regards,
  Go Marketplace LLC

• Initial Complaint

  Date:09/02/2025

  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 purchased tickets for a concert over 3 months in advance, when the confirmation came it didn't seem right so I contacted the venue. The seats that I was sold were actually handicapped seats for wheelchairs, if you aren't in a wheelchair they will put a folding chair in the handicapped spot. None of my 4 are handicapped and this is unacceptable to me as a family member to actual handicapped relatives. Go tickets refused to refund my money even though I bought the insurance with the tickets, they also refused to move us to normal seats. Basically they did not do anything to try and make this right, selling handicapped seats when they were not requested is completely wrong.

  Business Response

  Date: 09/04/2025

  Thank you for taking the time to share your experience. We appreciate the opportunity to address your concerns and provide clarification regarding your order.
  We understand how important it is for every customer to feel comfortable and confident in the seating they select, especially when accessibility and accommodations are involved. Upon reviewing this matter, we acknowledge the customer’s concern that the seats initially issued were located in an accessible section of the venue, which may not have aligned with their expectations.
  While the seating assignment was processed based on what was listed and available at the time of purchase, we recognize that the experience did not meet the customer’s expectations. We are pleased to confirm that, following communication with the customer, a positive resolution was reached. Appropriate steps were taken to address the concern to the customer's satisfaction.
  At GoTickets, we are committed to ensuring that our customers receive valid tickets in time for their event and that concerns are handled with care and responsiveness. We also continually review feedback like this to help improve transparency and the customer experience on our platform.
  If the customer has any remaining questions, our support team remains available daily from 10:00 AM to 11:00 PM by phone, live chat, and email.
  Regards,
  Go Marketplace LLC

• Initial Complaint

  Date:08/25/2025

  Type:Billing 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.

  I was ordering tickets on the SB Cubs official site and GOTICKETS hijacked hacked my order. I immediately returned them. And received confirmation they were returned successfully. They will not return my $174. The sent email the tickets are no longer valid. I have been chatting with them to no avail, rec text that they would call & no call, no live person will talk. I have filed a charge dispute with our bank, I have filed fraud charges with the Indiana AG which they forwarded to Delaware district.

  Business Response

  Date: 08/26/2025

  Thank you for sharing your feedback. We understand how concerning this situation was for you and appreciate the opportunity to work toward a resolution.

  We're pleased to confirm that this issue has since been successfully resolved, and the appropriate action has been taken on your order. To ensure you have the latest information, we kindly ask that you double-check your email (including your spam or junk folder) for our most recent notification regarding your case.

  If you have any further questions or need additional support, our customer service team is available via live chat and happy to assist.

  
  Regards,
  Go Marketplace LLC

  Customer Answer

  Date: 08/28/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23794397

   

  GOTICKETS needs to be investigated regarding deceptive actions such as this! Being frustrated is beyond words.  Their lack of direct human contact bring light to as why this company is not to be trusted!!

  I fully appreciate the BBB assistance in getting the money returned which was due to me.  Thank you

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:08/11/2025

  Type:Billing 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.

  I purchased parking for an event, a Vikings football game. The parking lot did not honor the parking I purchased from GoGo. I parked at the lot anyway but paid for it myself., I will upload the receipt from parking at the same parking garage at the same time as my purchase. I expect a refund for the GoGo parking that was not honored by that garage. I contacted GoGo multiple times but their phone bot was just a loop, as was their email bot. It was impossible to speak to a person.,. Thank you.,The purchase details are as follows:
  Order Summary
  Order #: 1630139
  Order Email: [email protected]
  Event Name: NFL Preseason Game 1 - Houston Texans at Minnesota Vikings Parking
  Date & Time: 08/09/2025 3:01 PM
  Venue: U.S. Bank Stadium Parking
  Delivery Method: Mobile Transfer
  Quantity: 1
  Section: 854
  Row: PARKING
  Notes: 854 2nd Ave. S. 121 S. 8th St. Garage 0.7 mi away PARKING PASS ONLY MobileQR

  Business Response

  Date: 08/14/2025

  We appreciate the opportunity to address the concerns of our customer.
  
  Our customer placed an order for one parking pass for the NFL Preseason Game 1 - Houston Texans at Minnesota Vikings at U.S. Bank Stadium Parking on August 9, 2025.  The order was confirmed, and the pass was delivered via mobile transfer to the email address on file. However, we regret to hear the unfortunate experience our customer faced when the parking pass was not honored by the specified garage.
  
  We do apologize for any inconvenience encountered while trying to reach our support team. We understand the importance of accessible customer service and strive to improve our communication methods continually. Our customer service team is available daily from 9:00 AM to 11:00 PM to assist with any additional inquiries or concerns.
  
  At GoTickets, we are committed to upholding our 100% Buyer Guarantee, ensuring that our customers receive valid services or appropriate resolutions, such as refunds in cases of errors like this one, to maintain trust and satisfaction.
  
  If our customer has any further questions or needs additional assistance, we are readily available to help.
  
  Regards,
  Go Marketplace LLC

  Customer Answer

  Date: 08/27/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 23730431
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:07/29/2025

  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.

  Saturday 7.26.25 Went online gotickets website gives appearance that you are on Detroit opera house website which is misleading and deceptive also charged 30 percent more for ticket. On limited income and taking my sight impaired friend to this Raphael Saadiq concert. Want full refund

  Business Response

  Date: 07/31/2025

  Thank you for the opportunity to address this concern. We are sorry to hear that the customer’s experience did not meet expectations and appreciate the chance to respond.

  On July 26, 2025, an order was placed through GoTickets.com for tickets to an upcoming performance. The customer successfully completed the purchase through our platform, and the tickets are to be delivered to the email address provided.
  GoTickets operates as a resale marketplace where tickets are listed by professional sellers. We are not affiliated with the Detroit Opera House or any venue, and this is disclosed throughout our website, including during the checkout process and within the terms and conditions. While we cannot control how search engines present our links, we make every effort to clearly represent ourselves as an independent ticket resale platform—not a primary seller.
  Regarding pricing, ticket prices on GoTickets may be above or below face value depending on factors such as market demand, seat location, and availability. All fees and the full order total are presented to customers before completing a purchase. This transparency ensures that customers have the opportunity to review and agree to all charges prior to finalizing the transaction.
  We sincerely understand and respect that attending this event is especially meaningful for the customer and their guest. However, as clearly stated at checkout, all sales are final and we are unable to offer refunds unless the event is canceled and not rescheduled. This policy is in place to maintain fairness across the marketplace and is consistent with industry standards.
  We regret any confusion caused by the online experience and welcome the customer to contact our support team directly for assistance. Our representatives are available daily from 10:00 AM to 11:00 PM via phone, live chat, or email, and we are happy to answer questions or explore potential solutions where possible.
  Sincerely,
  Go Marketplace LLC

• Initial Complaint

  Date:07/29/2025

  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 to Ray Lamontagne in Vail for Aug. 26th 2025 we are in Vail that week for my wife's birthday, a week later I got an email the concert had been "rescheduled" for Aug. 25th 2026 a full year later. They refuse to refund my money since it was not "cancelled" just "rescheduled". I doubt that would be acceptable for any other type transaction, say a car ...OK sir we decided you can pick up your new car a year from now and we'll just keep your money till then.

  Business Response

  Date: 07/31/2025

  Thank you for bringing this matter to our attention. We understand and genuinely sympathize with the frustration expressed in this complaint, particularly given the importance of the event timing for the customer and their family.
  According to our records, the customer placed an order for tickets to the Ray LaMontagne concert originally scheduled for August 26, 2025, in Vail, CO. After the purchase was completed and the tickets were delivered, the event organizers made the decision to reschedule the concert to August 25, 2026—nearly a full year later.
  As a general policy and in alignment with standard practices across the live event industry, when an event is rescheduled rather than canceled, the original tickets remain valid for the new date. In such cases, GoTickets does not issue refunds, as the ticket seller is still honoring the original purchase for the rescheduled event. This policy is communicated to customers during checkout and in our terms and conditions.
  We absolutely understand that a significant date change—especially one of this magnitude—can create inconvenience or make attendance impossible. Unfortunately, GoTickets is unable to override the event organizer’s policies, which govern how postponed or rescheduled events are handled.
  If the customer is unable to attend the rescheduled event, we recommend considering resale options, either independently or with the support of our team. Our representatives are available daily from 10:00 AM to 11:00 PM via phone, email, or live chat, and are happy to assist with exploring potential solutions.
  We sincerely regret the inconvenience and disruption this change has caused and appreciate the customer’s feedback, which we take seriously as we work to support all of our buyers in good faith.
  Sincerely,
  Go Marketplace LLC

  Customer Answer

  Date: 08/11/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.I still do not understand how someone can take your money and cancel an event because what they say is rescheduled is ridiculous a year later …. If they bought a car, paid cash and were told to pick it up a year later they wouldn’t be satisfied with that? 

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

  
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23669415

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 09/04/2025

  Thank you again for your response. We understand and respect the customer’s continued frustration regarding the rescheduling of the Ray LaMontagne concert and the impact this has had on their plans.
  We’d like to clarify again that GoTickets is not involved in the scheduling or management of the event itself. After the customer’s purchase was completed and the tickets were successfully delivered, the event organizer made the independent decision to move the concert to August 25, 2026—a date nearly one year later than originally planned. While we fully recognize how unusual and inconvenient this rescheduling is, especially when the original event was meant to coincide with a meaningful occasion, this decision rests solely with the event promoter or venue, not with GoTickets.
  Per industry-wide policy, and as stated in our terms and conditions, when an event is rescheduled rather than canceled, the original tickets remain valid for the new date. This policy exists because the service—entry to the concert—is still being honored. For this reason, we are not permitted to issue refunds unless the event is officially canceled without a new date.
  We also understand the analogy the customer provided and agree that the delay is not ideal. That said, rescheduled events are handled differently than canceled ones, and our role is to uphold the guarantees and policies that apply in such cases. If the customer is unable to attend the new date, we are happy to offer guidance on resale options or other possible alternatives.
  We truly regret that this experience has not met expectations, and while the outcome may not be what the customer hoped for, we remain committed to transparency, accountability, and offering support in navigating next steps.
  Regards,
  Go Marketplace LLC

• Initial Complaint

  Date:07/25/2025

  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 purchased two tickets from GoTickets.com on June 8th, 2025 totaling $315.81. I later learned this site is not an authorized ticket seller, and has a history of misleading consumers and not delivering valid tickets.
  
  I contacted the company multiple times and received only automated responses. No real representative has helped. Their “all sales are final” policy is being used to avoid accountability for undelivered or invalid tickets, which constitutes deceptive trade practice.
  
  I am requesting a full refund.

  Business Response

  Date: 07/31/2025

  Thank you for the opportunity to address this customer's concerns. We are committed to transparency, customer service, and maintaining a safe and reliable platform for purchasing tickets.

  The customer placed an order for two tickets on June 8, 2025, through GoTickets.com. The order was confirmed, and the tickets were delivered electronically to the email address provided at checkout.

  GoTickets operates as a secondary ticket marketplace, where independent resellers list tickets for resale. While we are not affiliated with any venue or primary ticketing provider, we clearly disclose our status as a resale platform on our website, including during the purchasing process. Ticket prices may differ from face value due to market demand, seat location, and event popularity. This model is common within the industry and allows fans access to events that may otherwise be sold out or difficult to find.

  
  We understand the customer’s concern regarding our “all sales are final” policy. This policy is in place to support the integrity of the exchange between buyers and sellers in the secondary market, where ticket availability is dynamic and pricing can fluctuate. However, this policy does not absolve us of responsibility. We proudly stand behind our GoTickets Buyer Guarantee, which ensures that every order is protected: customers will receive valid tickets in time for their event, or they are entitled to a full refund or suitable replacement.

  
  Regarding the claim that only automated responses were provided—our customer service team is available via live chat, phone, and email from 10:00 AM to 11:00 PM daily. If the customer was unable to connect with a live representative, we sincerely apologize for the inconvenience and encourage them to contact us again so we can promptly assist.

  Sincerely,
  Go Marketplace LLC

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 23652911

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 09/04/2025

  Thank you for bringing this matter to our attention. We value the opportunity to respond to the concerns raised and to clarify our policies and process.

  On June 8, 2025, the customer placed an order for two tickets. The order was successfully processed and confirmed, and the tickets were delivered electronically to the email address provided at checkout. Our records indicate that the customer accessed the tickets prior to the event, and our obligation under the GoTickets 100% Buyer Guarantee was fulfilled.

  GoTickets.com is a secondary resale marketplace, which is disclosed throughout our website, including on event pages, at checkout, and in our terms and conditions. We are not affiliated with any primary venue or box office. While prices on our platform may be higher or lower than the original face value, we aim to provide full transparency by displaying total costs and itemized charges prior to purchase—empowering customers to make informed decisions before placing an order.

  Regarding communication, we are sorry to hear the customer experienced difficulty reaching a representative. Our live support team is available daily from 9:00 AM to 11:00 PM via phone, email, and live chat. If the customer did not receive the support they needed, we sincerely apologize and welcome them to reach out again so we can address any outstanding questions.

  As for our “All Sales Are Final” policy, this is a standard practice within the ticket resale industry. Once an order is confirmed and tickets are delivered, we are unable to cancel or refund purchases, except in cases where the event is canceled and not rescheduled. This policy is clearly outlined at checkout and in our terms of use, which customers must acknowledge before completing their purchase.

  We take all customer feedback seriously and remain committed to fair business practices, timely ticket delivery, and exceptional service. At this time, the order appears to have been fulfilled according to our stated policies. However, if the customer has further questions or requires assistance, we encourage them to contact our support team directly.

  Regards,
  Go Marketplace LLC

• Initial Complaint

  Date:07/24/2025

  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.

  A purchase was made on 7/24/2025 of tickets unauthorized. I called within 10 minutes to cancel the order and they would not cancel it.

  Business Response

  Date: 07/31/2025

  Thank you for bringing this matter to our attention. We value the opportunity to respond and clarify our policies.

  A purchase was completed through GoTickets.com on July 24, 2025. The order was confirmed, and the tickets were promptly delivered to the email address provided during checkout. Our system confirms that the customer successfully accessed the tickets after the order was placed.

  Shortly after the purchase, the customer contacted our support team requesting to cancel the order. While we understand the timing of the call may have been soon after the transaction, all sales on our platform are final, as clearly disclosed during the purchase process and in our terms and conditions. This industry wide standard policy is in place to ensure the integrity and efficiency of the ticket-buying process and applies universally across all orders.

  We recognize that circumstances can change, and we always strive to assist customers within the scope of our policies. However, once tickets are confirmed and delivered, we are unable to cancel or refund the order.

  We encourage our customer to contact our support team with any additional questions so we may further assist. Our customer service representatives are available daily from 10:00 AM to 11:00 PM by phone, live chat, or email.

  Sincerely,
  Go Marketplace LLC

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 23648591Response: Why This Is Not AcceptableWhile I understand that GoTickets has a "no cancellation" policy, the company’s response is unacceptable for the following reasons:Lack of Reasonable Grace Period: The request to cancel was made shortly after the purchase, likely before the tickets were used or the event took place. Most reputable platforms offer at least a short window (even 15–30 minutes) to cancel an accidental or mistaken order. Refusing cancellation immediately after purchase is overly rigid and lacks basic customer flexibility.No Consideration of Good Faith: The customer acted quickly and in good faith to resolve the issue. The company failed to show any flexibility or willingness to consider the customer's specific circumstances, which reflects poor customer service and a lack of empathy.Overreliance on Policy: While policies are important, they should not be used as a blanket justification to deny all reasonable requests. Businesses should evaluate each case individually, especially when no harm has been done (e.g., tickets haven't been transferred, resold, or used).Ambiguity in "Accessed" Claim: The claim that the tickets were "accessed" is vague and not proof that they were used or even intended to be used. Opening an email or viewing a file doesn't equate to accepting the terms or forfeiting the right to reconsider the purchase.Unfair to the Consumer: In industries with limited consumer protections (like ticket reselling), businesses should take extra care to ensure fairness. A flat denial without any effort to resolve the issue undermines trust in the platform.
   
  
  
  
   

  Business Response

  Date: 09/05/2025

  Thank you again for your thoughtful response. We appreciate the opportunity to further address your concerns.
  We fully understand that your cancellation request was submitted shortly after the order was placed, and we acknowledge your belief that a short grace period should apply. While we do respect that many platforms may offer limited-time cancellation windows, GoTickets operates within the ticket resale marketplace, where ticket availability is highly dynamic. Once an order is confirmed, tickets are immediately processed and sourced for fulfillment to ensure delivery commitments are met. This is why our “All Sales Are Final” policy is applied consistently and disclosed during the checkout process.
  Our system confirms that the delivery email containing the tickets was opened and the download link was used. While this may not equate to ticket usage at the event, it does indicate the tickets were delivered and made available to the customer prior to any cancellation request. We understand that this may not fully resolve your concerns, but the transaction was completed in accordance with our policies and verified delivery standards.
  We do evaluate all cases on an individual basis, and we genuinely regret that this situation did not allow for more flexibility within our framework. Our policies are designed to be transparent and fair, and we make every effort to communicate them clearly prior to checkout. That said, your feedback has been noted, and we will continue to use it to inform internal discussions about customer experience improvements.
  If you have any additional questions or require further assistance, our support team is available daily from 9:00 AM to 11:00 PM via live chat, phone, or email.
  Regards,
  Go Marketplace LLC

• Initial Complaint

  Date:07/24/2025

  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 three tickets for the Boston Symphony Orchestra (BSO) through GoTickets.com at $117 each. After the purchase, I discovered the official face value of the tickets was only $44, as printed on the tickets themselves, and currently listed at $49 each on the official BSO website. The highest price available directly from the venue was just $72. At no point during the purchase did GoTickets clearly disclose that the ticket price included such a substantial markup.
  
  The GoTickets website currently shows misleading scarcity messaging, such as “4% of tickets left,” while the official BSO site still shows wide availability. While I cannot confirm the exact percentage displayed at the time of my purchase, this kind of messaging creates a false sense of urgency and likely influenced my decision to complete the purchase.
  
  I contacted GoTickets to request a refund due to deceptive pricing and marketing practices, but my request was denied based on their standard no-refund policy for confirmed orders. I believe this constitutes unfair and misleading business conduct.
  
  I am requesting a full refund of $351 due to deceptive pricing, lack of transparency about markups, and false urgency tactics. I am also initiating a credit card dispute as no resolution has been offered directly.

  Business Response

  Date: 07/31/2025

  Thank you for reaching out to us. We appreciate the opportunity to
  address the concerns of our customer. At GoTickets, we understand that
  purchasing event tickets is an investment in unforgettable experiences. We are
  committed to providing our customers with a seamless and worry-free
  ticket-buying process. Our Buyer's Guarantee is a testament to our dedication
  to satisfaction, ensuring that every transaction with GoTickets is secure,
  reliable, and trustworthy. To uphold our standards, we collaborate exclusively
  with trusted professional resellers, ensuring that every ticket listing is
  genuine and reliable. Moreover, we proudly stand by our GoTickets Buyer
  Guarantee, which covers 100% of the full purchase price. Due to the fluctuating
  nature of prices and inventory levels in the secondary ticket market, GoTickets
  generally cannot provide refunds, thus we do maintain an “All Sales Are Final”
  policy for both the buyer and the seller of tickets.
  Registered Users who want to buy tickets ("Buyers") may search
  for events and view ticket listings. The purchase of tickets is at the full
  discretion of the Buyer, and all sales are final. Due to the unique nature of
  tickets, they can't be replaced, hence there are no refunds, exchanges, or
  cancellations. To order tickets, a Buyer first browse GoTickets’ listings for
  tickets. When the Buyer finds desirable tickets, the Buyer places an order to
  purchase the ticket(s). When an order is placed, Sellers receive notification
  of an order and confirm delivery. Per the GoTickets Terms of Use, agreed to
  during check out, all orders are final and, once placed, cannot be cancelled or
  retracted.

  
  On 7/17/2025, our customer purchased 3 tickets Boston Symphony Orchestra
  Open Rehearsal - Lang Lang Performs Saint Saens at Koussevitzky Music Shed at
  Tanglewood in Lenox, MA on 7/26/2025 at 10:30 AM. Their order was confirmed and
  filled with the correct and accurate tickets shortly after, aligning with our
  Buyer Guarantee.
  Our
  customer appears concerned about the price they paid for their ticket
  selection. The Market Value is determined by independent resellers who take
  into account various factors such as demand, seat location, and availability.
  This means that the ticket price can be either higher or lower than the Face
  Value, and it can also fluctuate.
  
  At
  GoTickets, we strive to provide a transparent and competitive marketplace where
  customers can choose tickets that align with preferences and budget. To provide
  our users with a comprehensive view of the total cost and their purchase, we
  display an itemization of charges as well as the total price, section, row, and
  any attributes for the ticket location prior to order submission. This means
  that our customer was shown the location they selected to purchase, with the
  total price before they made the decision to buy their tickets.
  
  During the
  checkout process, our customer agreed to the terms of service, which state the
  following:
  The
  purchase of tickets is at the full discretion of the Buyer, and all sales are
  final.  Ticket prices on the Services are set by the owners of ticket(s)
  ("Seller"). As a result, the ticket prices listed may be
  substantially higher (or in some cases lower) than the original face value
  printed on the ticket. All sales are final even though ticket prices for live
  events continue to fluctuate on the open market. It is possible that prices of
  similar seats will change over time; if the prices of similar tickets increase
  prior to the event, you will not be charged more. Conversely, if the price of
  similar tickets decreases prior to the event, no credits, refunds or upgrades
  will be given. GoTickets will never charge more than what you have authorized.
  Due to the unique nature of tickets, they can't be replaced, hence there are no
  refunds, exchanges, or cancellations, except as expressly set forth herein or
  as required by applicable law. 
  Prior to
  receiving this claim, this matter was thoroughly discussed with our customer.
  We consider this matter resolved, however if our customer has any additional
  concerns regarding their order, we encourage them to contact our support
  team. 
  
  Regards,
  Go
  Marketplace LLC

  Customer Answer

  Date: 08/10/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  I reject the business’s response because it does not address my concerns about deceptive pricing and misleading urgency tactics.
  Regards,
  Complaint ID: 23648323
   
  
  
  
   

  Business Response

  Date: 09/04/2025

  We understand the customer’s concern about the price they paid compared to the face value of the ticket. GoTickets is a resale marketplace, and ticket prices are determined by the market—factors such as demand, availability, and location can cause prices to fluctuate. Some may be higher or lower than face value. This model is not unique to GoTickets and is consistent with other major resale platforms.

  That said, we are committed to transparency. Before checkout, customers are presented with a full itemization of charges, including service fees, and must confirm the total price before completing the order. Our goal is to ensure that buyers can make an informed decision based on the cost and seat details clearly shown.

  We also want to address the concern about urgency tactics during the purchase process. While our site may include messaging about ticket availability or time-sensitive inventory, this is not intended to mislead. These features reflect real-time market activity and are standard industry tools to keep customers informed about fluctuating availability. At no point are customers required to complete a purchase without reviewing the full ticket details and cost summary.

  We’re pleased to confirm that a positive resolution was reached with the customer. We appreciate their feedback and the opportunity to clarify our policies and ensure satisfaction.

  
  Regards,
  Go Marketplace LLC