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:08/09/2022

  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.

  I bought what was listed as a mobile transfer e-ticket to the Burning Man Festival for $1805.09. I bought a mobile ticket because it takes several days to travel to this remote event, and because we have to leave earlier to get there. A month after buying this ticket I found out that they only use hard physical tickets for the event, that are either shipped out through the mail or can be transferred online but must still be physically picked up at will call of the event.It turns out the seller has incorrectly listed the ticket, they have a physical ticket not an e-ticket. Please see the attached email response from SeatGeek Customer Support which confirms that this ticket was incorrectly listed by the seller as an e-ticket.The seller violated the following guidelines on SeatGeek's website:"Ticket Listings. Sellers must provide accurate, complete and timely listings and must ensure that such listings remain accurate, complete and timely, including information related to the name and date of the event, section, row, and seat number.""Delivery. Sellers must deliver any Tickets purchased by Buyers in accordance with agreed upon timelines and in a manner consistent with the Sellers listing. If a Buyer does not receive their Tickets in a timely manner, or the Buyer receives Tickets that do not match the Sellers listing, SeatGeek may cancel the sale and refund the Buyer all amounts paid to the Seller. ""Seller Warranties. As a Seller, you represent and warrant that: (i) all Tickets you list on the Services (1) are valid, (2) are in your actual physical possession, and (3) are transferable to Buyers"Going to this festival is a cross-country process that requires travel. I cannot receive a physical ticket in the mail by the actual event date, as I will have already left to go to the festival. Which means that I will not be able to use this mis-represented ticket.I have been emailing Support for weeks and have asked for a refund. Please fix this error

  Customer Answer

  Date: 08/11/2022

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

• Initial Complaint

  Date:08/09/2022

  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.

  On 4-19-2022, I purchased 2 tickets to the Stray Kids concert from SeatGeek. The concert was scheduled for July 6, 2022. The concert was canceled on on July 3, 2022. On August 5, 2022, the concert was rescheduled for 7-1-2024.I contacted SeatGeek for a refund and was told that because the tickets were purchased through their marketplace I had to resell them to recoup my costs. I am not able to resell the tickets because the order was confirmed but never fulfilled. To this date, I never received the tickets that I paid $771.54.I contacted SeatGeek regarding ny situation and they still have not given me an answer or a refund or the tickets. I would like SeatGeek to refund me the $771.54 I paid them.SeatGeek told me in April that my purchase was covered by their 100% guarantee.I've attached correspondence I have had with them.

  Business Response

  Date: 08/23/2022

  Hi there, 

   

  This customer is currently working with our CX team on this issue. They were advised of the all sales final policy, and that tickets will still be good for new date since event was postponed. The CX team has been actively helping this customer and walking them through selling tickets on another platform, since the tickets are not yet available on SeatGeek due to the artists postponement. Please continue to work with CX on this issue. 

   

  Best, 

  SeatGeek CX 

  Customer Answer

  Date: 08/30/2022

  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:

  [Your Answer Here]

  SeatGeek keeps telling me to sell the tickets on different platforms which I cannot do because I never received the tickets. I do not have the pertinent information to sell the tickets.

  I have tried all platforms and they all require details about the seats. I only know the section, nothing else, not even the row much less the seat number.

   

   

   

   

   

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

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

  Business Response

  Date: 11/09/2022

  Hello,
  
  Since this concert has been postponed there is a new delivery date for the tickets.  The customer was advised of the new delivery date.  The customer will be able to list the tickets for sale once they have been delivered to them.  They are protected by SeatGeek's Buyer Guarantee as well. ************************************
  
  Best,
  SeatGeek CX

  Customer Answer

  Date: 11/15/2022

  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:08/08/2022

  Type:Customer Service 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 is the second time I have been scammed. I purchased ************** tickets for almost 300$ and received them. Then traveled and waited to be told my tickets were already checked in. So essentially, either the seller kept the tickets and sold scans of them or used them for themselves. Either way, the only way for this to be resolved is to get a full refund as this is the second time Ive been scammed on here. If this is not resolved I will NOT being using seat geek again. We traveled and were turned away from the door around 4/5 pm because they were checked in earlier. I will be disputing the original seat geek charge on my credit card if this is not resolved as I am extremely unhappy.

  Customer Answer

  Date: 08/09/2022

  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:08/08/2022

  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.

  While clicking through an order on ************, I entered in my debit card information and proceeded onto the next screen, expecting to see a summary in order to confirm that I was making the correct purchase. To my surprise, instead of a summary, I found a screen that told me that I had already submitted my order. While I admit that it was careless of me to click through the screens, I only did so because the tickets I had in my cart were listed as returnable (as opposed to exchangeable), so I assumed that if a mistake was made, I would be able to return the mistaken order for a refund.I immediately reached out to SeatGeek customer support to cancel my order, before even receiving a confirmation email that my order was being processed or had been accepted, but did not receive a response until after the order had been processed and accepted. The representative told me that it was not possible to refund the ticket price after the order was accepted, even though I had reached out for a refund before that had happened. I understand the company's policies, but find them to be unethical, especially when combined with their website.The company neglected to clarify that "returnable" is different from "refundable" and did not show me a summary screen before ordering what I thought would be a relatively small purchase. Instead, I was surprised by an outrageous "service fee" that was more than the individual ticket price, with no way of undoing the transaction. This is clearly a method of lulling unsuspecting customers into a false sense of security through the checkout process and ensuring that they are not able to get out of exorbitantly priced "service fees" that are significantly higher than its competitors. These policies must be clearly stated and safeguards should be implemented to protect customers.

  Business Response

  Date: 08/29/2022

  Hi there, 

   

  I see that this has been resolved. The customer used the ******************** Swaps option to return their tickets for a 100% promo credit refund, and used it on another purchase. SeatGeek, as well as most secondary marketplaces, has a strict all sales final policy, and orders cannot be changed or cancelled once they are confirmed. 

   

  When you buy tickets on SeatGeek, service and delivery fees can vary based on the event and the type of ticket that youre receiving. You can view listings with or without the fees included by toggling the Prices with fees filter while viewing an event on the SeatGeek website or by tapping Filters when viewing an event in the SeatGeek app.
  You will see a breakdown of the delivery and service fees for your order before it's submitted. Since the fees are part of the cost of your order and displayed to you before placing an order, we cannot offer a refund for them unless your event is cancelled outright. These fees help SeatGeek keep the lights on, pay the sellers that list tickets on our marketplace, and continue to provide a great product for finding live events. Taxes may also apply to your purchase if you are purchasing tickets to an event in a location which mandates sales and or entertainment taxes. We consider this matter resolved. 

   

  Best, 

  SeatGeek CX 

  Customer Answer

  Date: 10/05/2022

  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:

  I believe I had the show prices with fees filter toggled on - the prices were still unexpected. While I can't go back in time to retrace my steps through the checkout process, I know that the amount was not clearly stated until after placing the order because I was surprised as soon as the post-order confirmation amount displayed. I tried to cancel the order before the tickets had been processed (and therefore before any type of "service" had been rendered or tickets had been allocated), but your customer service queue took so long to get to me that they tickets were processed by the time they reached me. The terms "returnable" is usually taken to mean "refundable" and it is not clearly stated that that is the case unless shoppers do additional work. This should not be necessary.

   

   

   

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

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

  Customer Answer

  Date: 11/03/2022

  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:

  My initial complain was not in regards to price discrepancies, it was in regards to misleading policies related to refunds. When tickets are advertised as "returnable" it is not clearly specified that this means "swappable" rather than "refundable". This let me put my guard down when ordering these tickets. The outrageous "service" fees were not clearly stated, and I tried reversing my order as soon as I noticed these, before the order had been processed

   

   

   

   

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

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

  Business Response

  Date: 03/05/2023

  Hi there, 
  
  
  While looking into your inquiry, we see that customer service agents have explained our SWAP policy, and it is stated 3 times prior to purchase in writing. We are able to see you used your SWAP promo code on a new order on SeatGeek. 

   

  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:08/08/2022

  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.

  Bought tickets and they did not visibly and clearly say limited view u til after the purchase was complete. Called customer service and the rep said its not visible either. I got a supervisor callback who said it was there and wont do anything. He also said Im not allowed to talk to anyone else at all and hes in charge or everything. I kept asking to talk to someone else and he said I will not transfer You to no one else What disgusting customer service

  Business Response

  Date: 08/22/2022

  Hi there, 

  This customer requested to speak with a supervisor about their limited view seats, because we could not complete an exchange due to the all sales final policy that *************** and SeatGeek have. When they spoke with the supervisor they used abusive language, so the supervisor had to end the call. We informed the customer that we would not be completing an exchange because The *************** has a strict all sales final policy, and the listing was clearly marked as limited view when they made the purchase. We have attached a screenshot of the listing for review. We consider this matter resolved. 

   

  Best, 

  SeatGeek CX 

  Customer Answer

  Date: 08/22/2022

  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:

  [Your Answer Here]

   

  Thats completely incorrect. Conveniently, you left out a lot of details. The reason I called is because LIMITED VIEW was NOT listed on the purchase until after the purchase was complete. 

   

  The rep said he agreed and didnt see it. Then I got a nasty supervisor who said you cannot talk to anyone else I will not be transferring you to anyone else

   

  Lets not negate the facts because you were called out on your bait and switch technique. 

   

  Dont blame *************** for your failure to properly list products and for terrible cx.  

   

   

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

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

  Business Response

  Date: 08/28/2022

  Hello ****,
  
  We were able to provide a screenshot in our previous reply that clearly showed the tickets were marked as limited view. This is proof that the tickets you purchased were as advertised. Because of this, we are unable to provide any sort of reimbursement. We consider this matter to be resolved.
  
  Best wishes, 
  SeatGeek CX Team

• Initial Complaint

  Date:08/08/2022

  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.

  Seat Geek charged my card for a ************ game for 2 tickets. They day of the game, the tickets were never delivered. They couldt find the ticket confirmation from the seller and I was unable to attending the game. I asked for a refund, but nothing was returned or compensated. They are frauds and liars. They shouldn't be ripping-off consumers like they do. They should be shut down like the parasites they are.

  Business Response

  Date: 08/22/2022

  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