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:07/23/2024

  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.

  On or about July 3, 2024 I typed in a google search engine "Sight and Sound Theatre" and the search results offered Sight and Sound theatre in Ronk Pa, which I clicked on. The first screen came up with the usual questions, date, time number of tickets, but no final price. At no point did the screen say that I had clicked on a third party web site. The only information was a logo in the upper righthand corner saying "GoTickets" , which I had never heard of. Then they added a clock to complete the transition by or the transaction would void. Still believing that I was on the vendor site, I felt rushed by the clock and proceeded to fill out page after page of information but no final price. Upon completing all forms, the next screen told me I needed to open an account to receive my tickets. That's when I realized that I was on a third party site and was charged double the actual cost of the tickets. I tried to cancel the purchase but could not. I did not open an account and tried to reach GoTickets to cancel but was unsuccessful, I disputed the credit card charge with my bank (dispute still unsettled) then I filed a complaint with Delaware A. G. who could not help me. I feel I was deceived by a web site that I had never heard of, I was pressured by the clock and the website looked like the vendors site. They used the vendors name and designed the website to appear to be legitimate and added the clock to make you move faster than normal. They should clearly state that they are a third party, scalper, and not position themselves at the top of the "search Results" page. I am 74 years old and unfamiliar with "go tickets" and thought that I was dealing with the legitimate vendor and I was not dealing with an event third party ticket supplier. I believe the entire process was deceptive and designed to steer the naive ticket buyer to their site and hide the fact that I was redirected to a third party site. The whole process is deceptive. Please help,

  Business Response

  Date: 09/12/2024

  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.
  
  Our Customer acknowledges he used a search engine to find tickets to their desired event, Daniel - Play at Sight and Sound Theatre, and subsequently navigated to www.gotickets.com to purchase tickets. Our customer claims www.gotickets.com appeared to be the official venue's website, however nowhere on the site does it indicate GoTickets is the official site of this event or venue, and moreover, the site is clearly branded as GoTickets.

  Our customer appears concerned about the variation in ticket price between GoTickets and the official site of the Sight and Sound Theatre. The variation in price can often be attributed to the difference between the ticket's "Face Value" and its "Market Value." The Face Value represents the original price set by the event organizer, while 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.
  
  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, we display an itemization of charges as well as the total price prior to order submission. This means that our customer was shown the total price before he made the decision to buy his tickets, including the amount of fees included in that price.
  
  Prior to receiving this claim, we thoroughly discussed this issue with our customer, who also disputed the payment with his financial institution. This has since been resolved. GoTickets takes its compliance obligations with respect to state rules and regulations very seriously and always complies with applicable laws. Should our customer have any further questions regarding his order, we encourage him to contact our support team.
  
  
  Regards,
  Go Marketplace LLC
  [email protected]
  

  
  

  Customer Answer

  Date: 09/13/2024

  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: 22010468

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 09/17/2024

  Thank you for reaching out to us to further address the concerns of our customer. At the outset, we would like to clarify Go Marketplace LLC is registered in Delaware, with the tradename of "GoTickets" and is not affiliated in any way with another state, as referenced in the customer's complaint.
  Our Customer acknowledges he used a search engine to find tickets to their desired event, Daniel - Play at Sight and Sound Theatre, and subsequently navigated to www.gotickets.com to purchase tickets. Our customer claims www.gotickets.com appeared to be the official venue's website, however nowhere on the site does it indicate GoTickets is the official site of this event or venue, and moreover, the site is clearly branded as GoTickets. Our customer acknowledges he proceeded through all the steps of check out, including purchasing the tickets. During the check out 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. 
  
  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, we display an itemization of charges as well as the total price prior to order submission. This means that our customer was shown the total price before he made the decision to buy his tickets, including the amount of fees included in that price.
  
  Prior to receiving this claim, we thoroughly discussed this issue with our customer, who also disputed the payment with his financial institution. This dispute has since been resolved in favor of the customer. GoTickets takes its compliance obligations with respect to state rules and regulations very seriously and always complies with applicable laws. Should our customer have any further questions regarding his order, we encourage him to contact our support team. If they have any further questions in regard to the dispute, we encourage them to contact their financial institution. 
  
  
  Regards,
  Go Marketplace LLC
  [email protected]
  
  

• Initial Complaint

  Date:06/24/2024

  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 tickets from GoTickets under the impression that GoTickets was a legitimate first party ticket seller (appeared first on google for my concert).
  
  The next morning I received an email from ticketmaster stating that Sandra (who I do not know) had sent me tickets with a link to accept them. Unsure why some unknown party was sending me tickets and why they were coming from ticketmaster as opposed to GoTickets, I worried I had been scammed and went to the official concert page to follow their ticket purchase link which led me to find ticketmaster directly, where I found tickets with seats right next to the ones GoTickets/Sandra were trying to send me which ticketmaster would charge me $215.40. I paid GoTickets for tickets in the same section right next to the ones I could get through ticketmaster a total of $347.26, which is a $132.26 increase in price.
  
  I went to GoTickets’ website and found this “Refunds” page:
  https://support.gotickets.com/support/solutions/articles/154000127667-refunds
  
  The page states that “…if tickets you receive aren’t as described or are not an equivalent or better option, and GoTickets is unable to provide a satisfactory replacement, you are entitled to request a refund.” I called GoTickets at 877-388-5726 and was connected to an agent. I explained to him the situation and told him that according to their refunds page the tickets I bought are NOT an equivalent or better option than the ones I could get, as the tickets they sold me are more expensive than tickets literally right next to the ones they sold me. He proceeded to ‘cherry pick’ their “Refunds” statement by saying that better or equivalent for them would mean something like if the tickets had been for row DD that would’ve been a “downgrade”, that they are a secondary ticket seller, and that all sales are final and there are no refunds.
  
  Their refund statement doesn't match their action policy. They refused to refund me. Do not buy from them! You are getting scalped!