Complaints

This profile includes complaints for SeatGeek's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SeatGeek

  902 Broadway FLR 10 New York, NY 10010

• 

  SeatGeek

  400 Lafayette Street, 4th Floor New York, NY 10003-6900

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:03/28/2023

  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 for the ******************* WORLD TOUR on 3/25/23 prior to the concert. I never received my tickets and was on the phone with customer support for over an hour multiple times to just get my tickets. My order today still says Confirming Order - We're waiting for the seller to confirm the order. This shouldn't take too long. For Order ************ Section C238 Row 7 today on 3/26/23. I paid for parking and wasn't able to attend the concert, looked embarrassing in front of my friends trying to get my tickets to attend the concert as well. The customer support was unable to help in any way other than saying I am sorry and understand your frustration. Plus they constantly lied to me saying the issue would be resolved in a couple of minutes every time leading me to believe I would receive my tickets quickly to attend the concert. Not sure why they would lie to me. I really looked forward to attending the concert and was being lied to constantly by seatgeek. I was outside the concert venue and could of easily bought other tickets to attend the concert if I would of been told the truth of the issue. I spent a good amount of money and would of purchased other tickets to attend the concert however since seatgeek couldn't figure out how to resolve I was stuck waiting for them to figure out there system glitch. So while the concert was going on I was waiting for customer support to help me which i was on the phone for multiple times for over an hour so the customer support isn't quick either. I would obviously like a refund and also like compensation for my lost time, parking, etc.

  Business Response

  Date: 04/08/2023

  Hi, *****
  
  While looking into your inquiry, we see that this issue has been resolved with one of our customer service representatives, and a 100% cash refund was given due to the mobile transfer error that occurred. You should expect a refund to reflect your bank statement within 3-5 business days. 
  
  We consider this matter resolved. If you have any further questions, please reach out to us at ****************************** We will be glad to assist. 
  
  Best Wishes, 
  CX at SeatGeek
  

• Initial Complaint

  Date:03/27/2023

  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 double booked three tickets for ************************* tickets, for exact same amount and exact same seats. Now the concert is cancelled and Im entitled to cash refund. During the process, SeatGeek refunded first order as promo code to apply to second order, without informing me the consequence of doing so (where Ill no longer be eligible for cash refund that i am entitled to per ********** Law). I have shown the customer service written communication of prior agent apologizing for the lack of policy communication, and through countless back and forth, still refuse to provide cash refund, which Buyers guarantee and automated SeatGeek email has offered. Their rationale is first order cancellation as promo code invalidates the ticket ownership so when applied to same tickets of same seats, I can only get one time use, entire amount, exportable and in splittable coupon. This is deceptive practice of not disclosing material policy terms. I asked SeatGeek to split ****+ promo credit to usable 3-4 increments, and they still refused. This is purposefully a scam and fraud that is designed to let customers lose money by making false and deceptive and misleading practices. I asked for proof of written communication either in email, order confirmation, or website policy term where their refunding promo code to get back SAME tickets and seats overrides their buyers guarantee cash refund policy for event cancellation. They have not been good faith in coming to any resolution I offered neither

  Business Response

  Date: 04/20/2023

  Hi ***,
   
  The refunds on the two ************************* orders were promo codes since they were returned via our Swaps program that is for a promo code only. You can read more about our Swaps program here: ******************************************************************************************************************** were initiated a year before the ************************* concerts were officially cancelled.  The promo codes that were issued for each of these orders have been used on new orders. 
   
  We consider this matter resolved.  If you have any further questions, please reach out to *****************************.
   
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:03/27/2023

  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.

  On March 5th, 2023, I bought 5 tickets for the March 21st New York Rangers vs Carolina ********** hockey game at ********************* in ******** for the total amount of $920.07. The seller was able to recall my tickets on March 7th without my knowledge and without canceling my order or refunding me my money. On March 20, the night before the game, I went to check the tickets and realized that there was nothing in my account and error messages when I tried to click the original links. I sent screenshots of all this to SeatGeek to show that I did not have the tickets. I called the venue of the event, and somebody at ********************* was able to check the history of the tickets that I bought and saw that the seller sold them to me on March 5th, recalled them on March 7th, and resold them a few days later to two different parties. While talking to the person at the Garden, he realized that this seller was obviously a scalper, and is now blacklisted from the arena. I have been on the phone and emailing with representatives from SeatGeek for 6 days now trying to get my money back. I am being lied to about being able to talk to a manager. And in conversation with the most recent representative, I found that the seller who was able to rob me through their website is still actively selling tickets on SeatGeek. As far as I am concerned, this was complete theft and SeatGeek is 100% complicit in this. I don't care if this goes to any sort of criminal court or not, I just want my $920.07 back and for enough attention to be brought to this that other people do not have to go through what I am going through and have their money stolen by what they would think is a reputable company. Attached are screenshots showing no tickets in my Ticketmaster or ********************* accounts and the error message I was led to after clicking the link on SeatGeek. Thank you.

  Customer Answer

  Date: 03/27/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/27/2023

  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.

  SeatGeek delivered me tickets that were different than the tickets that I paid for, refused to address the problem before the event and made the refund process lengthy & exhausting.I spent close to $3,000 on 2 courtside tickets for the Bucks vs Nuggets in ******, ** on March 25th, 2023. The 2 tickets were for Courtside Section 126 Row 3, located in the middle of the court at $1015.00 per ticket. They instead delivered me tickets for Courtisde Section 128, which is on the end of the court and has a ticket value that is much less than what I paid for. They refused to fix or address this issue before the event, and made getting a refund a very exhausting & lengthy process.I've seen others reporting similar instances about SeatGeek on BBB.SeatGeek is getting away with shady business practices such as this mainly due to their deceiving website, their seat selection chart, and their receipt system. In this instance, there was 4 different numbered Courtside Sections to choose from (122, 124, 126, & 128) on their seating chart, each with different ticket prices and monetary values based on how close you are to the center of the court. When you purchase a Courtside seat, a SeatGeek receipt only says that the Section you of the ticket you purchased is "Courtside", but doesn't say which section of Courtside (122, 124, 126, & 128). You can see a screenshot of my receipt attached that only specifies "Courtside" for my section. The tickets I purchased for Section 126 cost $400 more (each) than the tickets I was given for Section 128. But because my receipt only said "Courtside" and had no section number specified, a representative from SeatGeek told me that it was acceptable to have been delivered tickets for Courtside 128 instead, despite those tickets having a lower ticket price and resale value. I asked a supervisor at SeatGeek why they don't list the Section Number for Courtside tickets on record for receipt purposes, and they had no clear answer to give me. You would expect a multi million dollar corporation would keep information like that on hand, but this is simply a deceitful method for SeatGeek to generate additional profit by selling you a ticket that has a high value and simply delivering a ticket that has a much lower value. SeatGeek made it impossible for me to resolve this issue alone. Several representatives made it nearly impossible for me to speak to a supervisor, even lying and telling me one would call me in 10 minutes or an hour, when no one ever did. When I did call back and manage to get ahold of a supervisor, I was on lengthy hold times for up to 2 hours at a time and had several calls dropped by supervisors despite having been on hold for hours. One of the supervisors claimed to have talked to his Backend team about my issue. He blatantly lied when he told me that I had been delivered the right ticket and sold a ticket for Section 128. Even though those seats are nowhere near costly as the ones I purchased. I caught him in this because I have a screenshot from the day I bought the tickets that I had shared with a close friend. The screenshot reflects my ticket price of $1015.00 per ticket and if you look closely, there wasn't even a ticket available for Section 128 when I was purchasing, you can see that there is no available selections over Section 128 (see the green dots). I've also posted this screenshot for the Record. I gave up after 6 hours of being on hold and 4 dropped called from several supervisors. This company doesn't care about your event experience and they have no problem with a dishonest business practice that involves giving you cheaper tickets than what they paid for and passing it off as "policy."

  Business Response

  Date: 04/07/2023

  Hi there,
   
  We have reached out to the customer to provide a resolution.
   
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:03/27/2023

  Type:Order 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 game when I will be in ********, April 2, spending $385 for the tickets. When I received the tickets they were instead for a game on April 4th - on that date I will be back on the west coast and unable to utilize the tickets. For nearly two weeks I've been attempting to resolve this issue via SeatGeek customer support with no luck. I've sent multiple emails with no response from the rep I was communicating with. Then I was told on 3/20 a supervisor would contact me. No one has. This has been an expensive and frustrating process, which still has no resolution.

  Business Response

  Date: 04/07/2023

  Hi there,
   
  I see that this matter was already resolved with our customer service team. A 120% refund was issued in accordance with our Buyer Guarantee.
   
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:03/24/2023

  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 have to refund a total of three tickets, because I'm leaving ***************** soon, and I can't go. When I buy the ticket, it shows that it can be refunded unconditionally. But when I refunded the ticket, they said that they could not refund it and asked me to find the seller by myself. I thought it was very unreasonable, so they shirked the responsibility to the organizer and the third-party platform. I hope I can get a refund as soon as possible. The three tickets are ***** US dollars ***** US dollars ***** US dollars. I will put the order number in the picture below.

  Business Response

  Date: 04/05/2023

  Hi there,
   
  We have reached out to the customer directly with a resolution.
   
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 21, 2023, I purchased 4 tickets for the Twice concert June 10, 2023, at the ************ in *********, **. I paid $3,193.04 dollars for the tickets. After the purchase I did not have any seat numbers assigned nor was I was aware of "Zone Seating". On 03/22/2023, within 24 hours of my purchase I emailed SeatGeek to cancel the purchase. SeatGeek promises a full refund of a ticket(s) cancelled within 24 hours. However, their misleading "Return" policy is deceptive. The 100% refund guarantee is also deceptive. Instead of a refund option on their website/app there is a "swap" option. I was given a promo credit for future events. I did not want a credit and have made no attempt to use it. There is no customer service phone number to speak with a representative which is a very suspicious practice. Everything is done through a chat bot option or email which has gone unanswered. My order number is **********.

  Business Response

  Date: 04/04/2023

  Hi *****,
   
  The tickets that you purchased were eligible to be returned under the SeatGeek Swaps program, which provides a promo credit in exchange for the returned tickets. A refund back to the credit card is not an option for returnable tickets. Your account has been credited with the promo code, which is now available for you to use.
   
  When viewing listings and the checkout page for Swaps eligible tickets, we provide links to our *********** FAQ for the Swaps program, where this policy is clearly laid out. I have linked this below for your perusal.
   
  This purchase was all sales final on SeatGeek, thus it was unable to be canceled or refunded.
   
  We consider this matter to be resolved. If you have any further questions, please reach out to us by emailing *****************************.
   
  Best wishes,
  SeatGeek CX Team
   
  Swaps FAQ: *************************************************************************************************************

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Their response is unacceptable. The tickets were not used, nor do I want their promo code to go to another event. They are continuing to use questionable tactics when seeking a refund. Most of their complaints on their website or from questionable business tactics when refunds are requested. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/20/2023

  Hello *****,
  
  The Swaps Promo-only policy is made clear both prior to and at the point of purchase, and we cannot make exceptions for this. This customer opted to open a chargeback on this order and won, thus the order has been refunded back to their original payment method. This matter is now resolved. Please reach out at ***************************** with any further inquiries.
  
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 17th at 1:02pm and 1:12pm my **** credit card was charged by Seat Geek, twice in the amount of $1964.25 CDN for ***** concert tickets for July 14th, 2023 in ********, **, ******. However the first charge did not go through because the order was cancelled. The second charge was not confirmed.This is what happened - I needed 4 tickets, I was using 2 different cell phones with 2 different sites, seat geek being one of them. I found 4 on seat geek, I entered all my information, including credit card information, and confirmed the order. As its processing a new window or message screen appeared and said, we're sorry the tickets you were buying were now sold. I tried to close the screen, but it did not work. I could not close the box so I left it and went on my other phone and found 4 other tickets and purchased them. It was only after I received the confirmation email from this purchase that I saw I had emails from seat geek. The first one said that i had an order pending, the second was confirming my order. I am not tech savvy enough to know what possibly could have gone wrong but I know something out of my control occurred and tickets were processed without my confirmation. After the emails I also received 2 ******** fraud text messages as the amount was charged twice. I called the bank to say that i did not purchase those tickets. I was given a number to call so I immediately tried to reach Seat Geek at ************** but it was not working. So then I used a live chat to communicate and was refused a refund. I then sent an email to the legal department and have yet to hear back. I have all emails from Seat geek if they are needed. Please help me get my money back. thank you

  Business Response

  Date: 04/04/2023

  Hi there,
   
  I see that a resolution was sent to the customer directly.  We are working with them to resolve this matter now.
   
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:03/23/2023

  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 for an event on March 10 at the ******************* in ********** ** on March 5th. I followed all of the instructions from Seatgeek to receive my tickets electronically and they were transferred to the box office app (Ticketmaster). On the morning of March 10th I logged in to access the tickets and download them to my phone but they had been removed from my account. After many phone calls to Ticketmaster I was informed that the tickets were flagged as fraudulent and I must contact Seatgeek. I emailed and call Seatgeek for the remainder of the day up to the event start with no resolution. I had to purchase tickets at the box office to attend the event. I have been emailing and calling seat geek from 11 days to get a refund for the purchase.

  Business Response

  Date: 04/04/2023

  Hi there,
   
  I see that this matter was already resolved with our customer service team. A 100% refund was issued in accordance with our Buyer Guarantee.
   
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased ****** tickets in the first week of February 2023 for an event on March 26. The ticket listing stated they would be electronically transferred to me upon acceptance of the sale by the seller. SeatGeek and the seller are refusing to transfer the tickets in accordance with the details as stated in the listing. They are claiming the seller cant transfer them. That is not correct. I confirmed with the **** ticket office that the tickets have been released.

  Business Response

  Date: 04/04/2023

  Hi ******
  While looking into your inquiry, we see there is an active correspondence with one of our customer service representatives where a resolution is being discussed. When you have a chance, please kindly respond to that email. 
  
  We look forward to resolving this with you. Take care. 
  
  Best Wishes, 
  CX at SeatGeek

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There has been no emails from them to me in over a month.  The resolution they proposed in march does not follow their own policy and therefore has been rejected.  They need to follow their own company policy which they have repeatedly refused to do 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 04/30/2023

  Hi
  
  Order *********** was originally set to be fulfilled with a 24 hour delayed release, which is common practice for big events. This order was then fulfilled earlier than the expected fulfillment date; however due to a system error ******'s order was matched to different seating from the seating originally selected. As a result a member of our support team reached out to ****** with two separate offers as a resolution to their issue, which ******************* have misunderstood as their response only acknowledged the one option. Moving forward as the event has now passed we have had one of our agents reach out with a new offer in hopes of reaching a resolution. 
  
  Best
  Cx at SeatGeek