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:08/25/2022

  Type:Sales and Advertising 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.

  The app advertised a concert ticket as best price for the event with an seat number. When I went to the concert it was only for fast lane or early access to the concert. So I could not get in. This is bait and switch. I only saved 10 dollars and the app promoted those fast lane tickets. A scam and false advertising. Why would they promote a add on ticket feature as the best price for a concert and list them together. Im ****** I missed the show and lost my money. Will never use again. No way to reach anyone.

  Business Response

  Date: 09/15/2022

  Hello,

  This customer bought a fast pass entry for an event thinking it was an actual event ticket that could gain access to the show for *********************** on 8/13. As stated on the ticket notes, which were also available at checkout, "FAST LANE PASS , GRANTS QUICKER ENTREE Into the Venue. THIS IS NOT A CONCERT TICKET. DOES NOT INCLUDE ADMISSION TO EVENT. One Pass per event ticket is required. XFER" The fast pass ticket was advertised as a great deal on the deal tracker on SeatGeek due to the price point of the pass in comparison with other listings. 

  For more information on our ticket listings, please contact *************** for a support follow up to this purchase. 

   

  Thank you,

  SeatGeek CX

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 tickets to a professional football game via the online ticket company SeatGeek. The tickets were labeled as fully "returnable". No caveats were listed on the ticket selection page nor on the payment page. I was purchasing the tickets for two family members. One of which was quite sick and I knew when I was making the purchase that they may not be able to attend. However, I saw that the tickets were fully returnable "no questions asked", so I figured it would be OK to go ahead and make the purchase. I soon found out that my sick relative would not be able to attend and so I promptly (less than 3 days after the purchase) submitted a return request of the tickets. However, the representatives at SeatGeek have refused to refund me for them. Despite the fact that they marketed the tickets as fully returnable in two locations during the checkout process they said I could not get a refund. The first location it was stated was on the ticket selection page it says "Returnable until September 15" and in subtext "Ticket return without the nonsense". The second location is on the payment page it states "Return your tickets for no cost anytime up until 72 hours before your event. No questions asked." In both locations it is clearly implying a simple refund process with "no questions asked". Yet, I have been denied a refund. I believe this is fraudulent marketing practices.My SeatGeek order number is ***********. I would like a full refund of my expenses.I believe they are in violation of 73 P.S. ***** - 201-9.2 [************ UNFAIR TRADE PRACTICES AND CONSUMER PROTECTION LAW]]

  Business Response

  Date: 09/15/2022

  Hello ****,
  
  Where our site notes that tickets are returnable, you can also see a link saying "Learn More." Clicking this link takes you to our Swaps FAQ (linked below), where it is explained that tickets are returnable for Promo Credits only. We also include a popup on the listing page for return-eligible events (see the attached screenshot), where it is also explained that tickets may only be returned for a Promo refund.
   
  Because our Swaps policy is made quite clear on our site, we will not be able to provide any additional compensation. The Promo code refund has already been provided and is available for use at your leisure.
   
  Best wishes,
  SeatGeek CX Team
  
  Swaps FAQ: **************************************************************************
  

  Customer Answer

  Date: 09/18/2022

  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:
  
  

   The fact that you have a "Learn More" button is indicitactive of the fact that you were purposefully trying to mislead customers. By using the phrasing "Return your tickets for no cost anytime... No questions asked" outside of the "Learn More" page, a refund is implied in the "no cost." In addition, using the the phase "fully returnable" when marketing the return, specifically "fully", also implies that there is a refund involve. Since "fully" and "no cost" implies that I will incur zero cost to myself both financially or via my time spent. It actually costs me significantly more than the tickets monetary value to receive the return as a promo credit. It costs me more because if I do want to attempt to get the value back in USD, I have to spend my own time (a valuable resource worth $200/hr+ as a senior executive) to attempt to purchase tickets for the exact same value and then resell those new tickets. With no guarantee the ticket sale will go through.
  
  Finally, and most importantly, you state "ticket returns without the nonsense" when marketing the return policy (outside the "Learn More"). The fact that you have obscured important details about the returns you so heavily marketed during the purchase behind a little "Learn More" link goes so show there was actually quite a bit of nonsense. I believe any rational consumer or judge would agree that the marketing tactics you used around the returnable tickets were misleading and in fact very nonsensical.

  I do not accept the promotional credit and require a full refund immediately. You can see the attached screenshots for the return language I reference above. It appears you all have wisely updated your site to no longer use all of the same language around returns (but some still is misleading).

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

• Initial Complaint

  Date:08/23/2022

  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 concert tickets from Seatgeek under the impression that they were returnable, due to their website stating that tickets were returnable until September 7th. It was not until after the tickets were purchased that I was told they were only returnable in the form of a "one-time use promo code" meaning that I would only receive a discounted purchase off of a future purchase with Seatgeek and that if I didn't use the full amount received in that promo code, it would be lost forever. This code also expires after one year without use. I contacted their online customer support who told me they could not process a refund to my card because I "accepted" the promo code. I never even received the concert tickets but they are refusing to refund my money. I would never have even used Seatgeek if they didn't advertise that tickets were returnable. Because their advertising is deceptive, fraudulent, and predatory, I am seeking a full refund to my card.

  Business Response

  Date: 09/04/2022

  Hello *******,

  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. 

  When viewing listings and the checkout page for Swaps eligible tickets, we include a clickable popup that specifies our Promo-only policy, as well as provide links to our *********** *** for the Swaps program, where this policy is clearly laid out. I have linked the *** this below for your perusal.

  Your account was credited with the promo code; however, since a chargeback was opened on the order, we've had to pull the Promo Code from your account. Once the chargeback is settled and the funds remain with SeatGeek, we can add the promo back to your account for your use.

  While our Promo Codes do expire after a year, they can be extended if they do not end up getting used in time. Simply let us know if the Promo has expired before you can use it and we can extend the date. Similarly, if you do not use the full promo code on a purchase, we can replenish the remaining value one time as a courtesy.
  
  
  We consider this matter to be resolved, pending the resolution of the chargeback. If you have any further questions, please reach out to us by emailing ***************.
  
  Best wishes,
  SeatGeek CX Team
  
  Swaps ***: ***********************************************************************************

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair 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 paid $1500 for 2 field suite tickets to ******************* Concert in ******, ** on Sunday 8/14. When i purchased the tickets they had a ticket perfect deal score of ****, meaning they were a great value and quality. When i arrived it was a much different story. The seats were completely obstructed and we could see very minimal parts of the stage. When i asked the host of the suite if this has happened before she shrugged and said it happened nearly every concert. She pointed out that the suites on either side of us had no guests and were empty. This suite never should have been selling tickets. It was a fraudulent experience. I reached out to seat geek to see if they would be willing to honor their buyers guarantee which promises a refund in the case that a view is obstructed. They were not willing to honor this guarantee. They only were willing to offer a $200 promo code to be used at future (select) events. I went back and forth and now am lost as a consumer. I would like your help in removing this suite as an option for future consumers and a refund of the charges to my account. I have added a few pictures to show you our unfortunate experience.

  Business Response

  Date: 09/15/2022

  Hello *****,
  
  Venues make their own decisions about what tickets they consider to be obstructed. If the venue does not consider a view as "obstructed," then neither can we. In this instance, because the tickets were for Standing Room Only and were not labeled as such, we were able to provide a full refund to you, plus an addition 20% compensation. As such, we consider this matter resolved.
  
  Best wishes,
  SeatGeek CX Team

  Customer Answer

  Date: 09/29/2022

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

• Initial Complaint

  Date:08/22/2022

  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 July 9, 2022, I purchased concert tickets for my husband and myself anniversary. I never received the tickets or the email they claimed to send the tickets with. I spoke to a worker named ******** a week ago and he stated that he will send me the tickets again by email. I still never received them.

  Business Response

  Date: 09/15/2022

  Hi *****,
  
  We did send you an email on August 18th to check on if you'd received the tickets, and received no response. We are only able to know what a customer tells us. We have asked the seller to re-transfer your tickets again, so please keep an eye on your email (including Spam/junk folders) for a ticket transfer coming from Ticketmaster for your event.
  
  Pending customer outreach, we consider this to be resolved. Please email us at *************** with any further questions.
  
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:08/22/2022

  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 ordered 2 tickets via seat geek 2 months ago. Payed for them. They transferred the tickets to me but they did not come in the right format to enter the ball park. I was left stranded and put on hold for 2 hours while they "attempted" to resolve my issue. They have tried to refund but say they can't do so immediatley this is ridiculous. They took my money immediately and can't give it back in a timely manner so I was able to go see the game. I spent over **** buck to go to ********* for the weekend onl;y to be stuck outside the ballpark with a failing customer service rep telling me there was nothing they could do. I'd like a refund to my entire weekend. They ruined it for myself and my girlfriend.

  Business Response

  Date: 09/04/2022

  Hello ***,
  
  This order was refunded in full under our Buyer Guarantee on 8/22/22, and an additional $250 promo code was provided as a courtesy for inconvenience. This issue is resolved. We ask that any further correspondence be sent to [email protected] for assistance.
  
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:08/22/2022

  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.

  Again, I purchased a parking pass from another company, and after choosing the correct venue, it made the purchase in another state. They will not cancel the order.

  Business Response

  Date: 08/31/2022

  Hi there,

  Taking a look at this order and the order history that is viewable on the order page, SeatGeek can confirm that the ticket parking pass location is the location the customer ordered for. There is no discrepancy found between this order that was received and the order that was placed to the seller based on the location of this parking pass purchase. It looks like this was a mistake on the customer's end that resulted in the wrong ticket purchase location. 

  That being said, a customer support representative did reach out to this customer on 8/22 to confirm a full promo code refund in the amount of the purchase for $41.17. This promo was offered much before the event occurred as courtesy on the customer's behalf. This courtesy promo is still valid and the customer should respond to that support request to accept the courtesy promo as a one-time courtesy offer. 

   

  Thank you,

  SeatGeek CX

• Initial Complaint

  Date:08/18/2022

  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 TM to the Pepsi Battle of the Bands at NRG on August 27th. I ended up needing 3 additional tickets and none were available near the others on TM website. I found tickets here on the exact section and row I needed so that the additional kids would be directly in front of me just maybe a few chairs over. Seatgeek makes you wait to retrieve the tickets with a promise to cancel up until a certain day. My day is the 24th which is over a week from now. Well my tickets showed up tonight only to be completely different from what I ordered. After searching forever to find contact information for customer service, ****** informs me that I should be happy because I received an upgrade. I explained to him that moving me several rows from where I needed to be, where I paid my money to be wasnt an upgrade. I just want the seats and rows I paid for especially since 2 tickets on this site cost the same as 5 directly from TM. When I asked about canceling, ****** informs me that i cant cancel but Im eligible for a promo code if I GIVE them my tickets back! I even added a 3rd (solo) ticket after the same thing happened on another site. They rectified it and returned my money only to let me get burned again. By the time I came to seatgeek all seats on J and K were gone so I had no choice but to pick L. Now Im nervous because I was going to take the 1 ticket hoping it was directly behind my two rows of family, but with this deceptive bait and switching, I might end up by myself in a seat at the ************* and told to smile since I was upgraded! To add insult to injury, the tickets I requested have resurfaced on their site for an absurd price assuming these are even legit at this point. All I want are my 3 tickets together on Row J or K!!! Nothing else! Even if impossible, I have learned my ******* I will do without before I waste my money here!

  Business Response

  Date: 09/11/2022

  Hello ******,
  
  SeatGeek's licensed ticket brokers are allowed to upgrade up to 5 rows in front of the listed row under policy. It looks like you agreed to return the tickets for a Promo Code, which you then used to purchase replacement tickets for the same event. 
  
  This matter does appear to be resolved. Please reach out to *************** with any further questions.
  
  Best wishes,
  SeatGeek CX Team

• Initial Complaint

  Date:08/16/2022

  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 purchased ***** rangers tickets 9am 8/14/22 for 1:35pm that day. The venue requires all tickets to be in *** app. No pictures of tickets or paper tickets accepted. Seat geek sent me a pdf copy of the tickets and I was told to print. I called, emailed and chatted for almost 4 hours trying to get help. I was told Id be called or emailed back, that case was being escalated. I was denied entry to my event. Tickets were not accepted. I was told Id be refunded since no other comparable tickets were available and that Id be contacted the next day. 24 hours after I was supposed to Be contacted I once again contacted them. They are still with holding my money.

  Business Response

  Date: 08/28/2022

  Hi there, 

   

  We attempted to issue a 120% refund on 8/18 in accordance with our buyer guarantee. However, the customer opened a dispute with their card issuer, so we will not be able to refund until that dispute is closed. 

   

  Best, 

  SeatGeek CX 

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair 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 tickets for the *********** Bunny concert 8/13/22. I purchased 6 months before the event, (sent an email I will receive the tickets ***** hours before event) this wasn't the case. I spent over 8 hours between 6 different representatives and was hung up on, lied to, even sent a fake screenshot of a "transfer ticket" that never was sent to my email. They told me under their policy I couldn't be refunded because the seller sent proof of transfer (lies, lies, lies). This company had me outside the venue 30 mins before the start begging for new tickets, then I was hung up on and didn't get any further communication! I went and purchased new tickets through Ticketmaster. I decided to go to the seats I originally purchased from seat geek and found both seat I bought were taken, and sold to other people. They are a terrible company not backed by the BBB. They lie, steal, and cheat. A truly disgusting company! Stay away

  Customer Answer

  Date: 08/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not completely satisfying to me. They returned the original payment of $203.48 to me, but have failed to compensate me for the tickets I was forced to purchase. Those tickets were $308, leaving a $104.52 difference. Under their buy protection program promising up to 200% for new tickets if my hadnt arrived. I didnt decide to give the company a loan for 6 months, I wanted my new tickets to be covered because of their neglect. 
  
  Sincerely,
  
  *************************