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:08/25/2023

  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.

  I ordered three tickets on 2023/08/24 for a baseball game. RateYourSeats has an option to filter for club seats. When I received the tickets, I was disappointed to see the tickets did not have access to any of the ballpark clubs.When I received an email response from customer support, it was mentioned that "we aim to provide as much information as possible throughout the transaction... it is our fans' responsibility to review all pertinent information and confirm the relevant details" and that "we are a secondary market and we don't hold any inventory of the tickets".I find it alarming that a ticket reselling website has an option to filter for club seats does not have a way to verify whether tickets provide the indicated access, but instead pushes the responsibility to the customer to verify whether the filtered seats actually do come with the access. I have used the service multiple times in the past, with the filter for club seats selected and have been satisfied every single time. I rely on the information provided from a company whose purpose is "to make recommendations on where fans should sit", and when club seats are a filter option, the tickets purchased through that option should come with club access. If the service does not have a way to verify whether the tickets that are being sold have club access, it is misleading advertising and should be removed from the filter options to avoid misleading customers.

  

  Business Response

  Date: 08/25/2023

  Hello,

  We're sorry to hear that the tickets you purchased mentioned club seating, but did not come with that amenity. At your earliest convenience, can you provide us with your order number so we can take a closer look at this for you?

  Warm regards

  Customer Answer

  Date: 08/25/2023

  Order #********

  

  Business Response

  Date: 08/25/2023

  Hello,

  Thank you for providing your order number. It appears as though the reason these seats were still displayed after you filtered for club seats is because there are seats within Section 536 (found in row 1) that *** include club access depending on the seller's ticket plan.

  The tickets purchased for this order in row 2 would typically not come with any club access.

  I certainly understand how this *** have caused some confusion during the ticket purchase process, so I'd be happy to offer a 50% refund (totaling $41.82) for this order.

  If this is acceptable, please let me know so I can have our service team begin processing this for you.

  Warm regards

  Customer Answer

  Date: 08/25/2023

  This is not an acceptable resolution. As a service providing seating recommendations for events, I, as a consumer am relying on the expertise and information provided by your service to advise which areas will be good for seating as well as the amenities offered by each ticket. When I filtered by club access, the seats showed up and as a consumer I expected them to have club access. At no point throughout the purchasing process was it indicated that the seats would have a chance to have club access depending on the original ticket holders plan and that the seating area typically does not have club access. This should have been more clearly stated. 
  

  If I had this information, I would have selected different seats for purchase. This is incredibly misleading and the way this would be resolved would be if I had the opportunity to exchange for tickets with access or a full refund to allow me to buy different seats. 

  

  Business Response

  Date: 08/25/2023

  Hello,

  As mentioned on our site, seats in row 1 of Section 536 typically have club access, which is why this section appeared during your filtered search.

  ******************************************************************

  Additionally, language is included in our listings for this section that states, "Access is based on the seller's ticket plan so check for seller notes to see if club access is listed among the amenities." 

  ********************************************************************************************************************

  Also included on this page is additional language for all Promenade Level seats that states, "Many Promenade tickets at ********** will have access to the *************** ************* lounge located on the level behind sections *******. However, access is determined by the seller's ticket plan so check seller's notes for guaranteed access."

  Unfortunately for us, it is impossible to know what kind of ticket plan all of our sellers have, which is why we recommend checking seller notes for specific amenities in these instances.

  If you would like a 50% refund for this order, totaling $41.82, we are more than happy to begin processing this for you.

  Customer Answer

  Date: 08/25/2023

  From the previous response received, it appears that the company is more interested in covering themselves using language pushing responsibility onto the consumers rather than acting as a reliable source of seating recommendations. If a ticket being offered only has the potential to be provided with club seating rather than it being guaranteed, it should not show up when the filter option for club seating is selected. This is incredibly misleading and leads to purchases that havent been accurately represented, and when the issue has been called out, the company is only taking half-hearted measures in an attempt to close out responses. Furthermore, most seller notes dont mention the available club access even when they are have them.

  I have already indicated the terms on which I am willing to resolve this complaint. From the previous response, this complaint will continue to remain unresolved. This is very disappointing considering a company is unwilling to ****** goodwill and rectify a situation caused by a misleading filter option and would rather keep around 40$. 

  

  Business Response

  Date: 08/25/2023

  Hello,

  As mentioned, Section 536 appears during this club filter search due to Row 1 having club access. Unfortunately, we do not currently have the ability to filter these sections even further and only show individual rows, but this is certainly a feature that will be passed to our development team in order to provide a better search experience on our site.

  Additionally, our service manager conducted a separate investigation for this order to see if there were any seller promises listed that *** have caused additional confusion, and they determined that there were none shown.

  While we certainly are not trying to mislead anyone during the ticket buying process, we believe the information on our site (provided via links in our previous response) is still as accurate as it can be.

  We believe our 50% refund - totaling $41.82 - is an acceptable resolution for this order, and we are more than willing to begin processing that for you.

   

  Customer Answer

  Date: 08/25/2023

  I have indicated the terms required for resolution of the issue. If theres a method required to return the tickets to obtain the full refund/an exchange for the tickets with club access I will do so. Even with the half-refund, I will not be able to use the tickets because the intended users have conditions that require them to have access to climate-controlled indoor areas. 

  

  Business Response

  Date: 08/25/2023

  Hello,

  A full refund will be provided for your order. Please confirm with us that this is an acceptable resolution so our service team can begin initiation. We have also passed these notes to our development team in hopes of creating a better search interface for **********.

  Warm regards

  Customer Answer

  Date: 08/26/2023

  This is an acceptable resolution. Thank you.

• Initial Complaint

  Date:12/20/2022

  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.

  This complaint is against Rateyourseats.com I purchased 2 concert tickets on November 16, 2022 for $901.42 2 tickets to *********************** Concert in *****, ** on April 13, 2022 Section ******************************************************************************* There were no tickets I was told to check my Ticketmaster account and they would be there-No tickets. I was then told to create a StubHub account-no tickets. I was then told to create a AXS account-no tickets. I was then told to create a Buccaneers account-no tickets. At this time I was told that I needed to create a different email account that it would not go through to my *** account. It had to be a Gmail yahoo or Hotmail account. I then provided a Gmail address and they said they would work on getting them transferred to that account. I still have no tickets. These tickets are a Christmas gift and they are not resolving the problem. I have emailed them multiple times and also called them on the telephone. I also put in an inquiry with Ticketmaster and have heard nothing from them. But I do not believe they have any control over third parties. Please help me obtain these concert tickets for my granddaughter.

  

  Business Response

  Date: 12/20/2022

  Hello,

  Thank you for taking the time to get in touch with us. I've passed your order information along to our service team so they can help you locate your tickets. They should be reaching out to you via the email address provided here, so please keep an eye out for their message and assistance.

  Best regards

  Customer Answer

  Date: 12/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $608.00 for these tickets. They said they would send them by 12 /11. The concert is tomorrow. I live 2 hrs from *** and now no one will join me because we have not gotten the tickets I ordered on Nov 11th. I registered a complaint with ***************** Since the tickets were not sent to me, I want to cancel at this late date. This is ridiculous.

  

  Business Response

  Date: 12/14/2022

  Hello,

  I reached out to one of our service agents to take a closer look at this order and was told an Electronic Transfer URL email was sent to *************************************** on 11/7.

  Best regards

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18559877
  
  I am rejecting this response because:

  I did not receive the tickets and tried to notify the company "rate your seats" which is the company I purchased the tickets from on their website several times on the 7th and 8th. They emailed me back saying they would respond within 72 hours. (see attached) I got no response and when I reviewed the original email, it was very general.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/23/2022

  Hello,

  Can you please confirm the email address associated with your order?

  The electronic transfer email that was sent on 11/7 may have ended up in the spam folder of your email provider. Can you confirm this ticket transfer email did not end up in that folder?

  Best regards

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18559877
  
  I am rejecting this response because:

  As you can see in the attached document, I tried to contact rate your seats several times and they said they would respond within 72 hours and they did not. I searched the rate your seats on my email and got nothing. Nothing came from this organization. I also contacted **************** to stop payment after many contacts and no response from them (see attachment)
  
  Sincerely,
  
  *************************