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:07/14/2025

  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 for a VIP experience at ****** show at ********************** in *************, ** on 7/3/25. I received no information from either Ticketmaster, Live Nation, or Keshas team before the show and there was no information of the VIP being through a third party, this 237 Global. When I showed up at the show (around 6pm with the first act on at 7), there was no acknowledgment of any VIP perks and by the time I spoke to someone who did know at 7:05, she informed me that even receiving the merch package was cut off at 7pm. I wound up hunting through my junk email and finally found an email from 237 Global with information, but since it was in my spam folder I had no way of seeing it before the show. I also thoroughly read the email and there was nothing about any cutoff time for picking up the merch. Without having known ahead of time to be looking for a message from 237 Global, I had made sure to keep all emails from ****** Live Nation, and Ticketmaster from going to junk. I understand that I arrived too late to receive the experience part of the package but to be refused merch after paying $400 when the seats alone were closer to $150 is ridiculous. I contacted 237 Global as soon as possible and only received canned responses referring me back to the original message. Whether or not I can rightfully get what I paid for, this company feels deceptive by not advertising that they run the VIP experiences or by being at all accommodating to their customers. This entire experience has made me unwilling to pay for VIP at any event again, unless I can explicitly see who provides it. I would also like to note that there are several similar experiences both here on BBB and on ****** subreddit, so I am sure there are even more than that.

  Business Response

  Date: 07/16/2025

  Please see evidence attached showing the disclaimer listed at the time of purchase stating this VIP itinerary would be sent 3 days prior to the event, and that if customers do not see this, they are to email us for further assistance in locating this information.
  
  Please also see the screenshot attached from this shows itinerary stating the following:
  
  "PLEASE ARRIVE ON TIME AS LATE ARRIVALS CANNOT BE GUARANTEED THEIR FULL VIP EXPERIENCE... You will receive your VIP Merch at Check-In. Please arrive on time to ensure you receive your items. We are not liable for lost or stolen items and are unable to ship merchandise after the show." 
  
  We've also attached screenshots from our VIP list (with other purchaser information hidden for privacy purposes) showing that this customer (and all others) received this itinerary, that those who arrived for the check in time listed on the itinerary were successfully checked in, and were able to utilize all VIP benefits. Unfortunately, given all VIP information was provided to the email address provided at the time of purchase, and all VIP benefits were provided and avaialbe on site, we are unable to accommodate this customer's request.

  Customer Answer

  Date: 07/17/2025

  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]

  I appreciate that the company has taken more time to prove their case to the BBB than to accurately explain to me via private email where exactly I went wrong. This entire time I have been treated like nothing more than an idiot and regardless of whose mistake it was I will never do business with this company again, because the only way I have been able to get anything more than a yes or no answer was to bring it to a public forum.  

   

   

   

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

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

• Initial Complaint

  Date:07/03/2025

  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.

  They took 800 from me for 2 vip experience tickets a year in advance then with 1 week to go just cancelled a big part of the package without explanation and then ignored my concerned emails. Tried to make it better with a 6 drink token. I'm now sitting with 1 day to go with no information on when and where to attend at the venue and who will be there to meet us. Just awful. Total scam and money grab. Basically false advertising

  Customer Answer

  Date: 07/03/2025

  I just want them to contact me 

  Business Response

  Date: 07/10/2025

  This event has since passed, and this customer did attend this event. However, we are currently continuing conversation with this customer in order to assist with their inquiry, and to address their concerns.

  Customer Answer

  Date: 07/10/2025

  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:06/02/2025

  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 3/14/2024 I signed up for their annual subscription service which promised access to a VIP experience, merchandise, and a backstage tour. I was supposed to receive a T-shirt within a few months of the initial purchase and never did. When the day of the concert arrived, both my fiance and I were denied the tour backstage, with a representative stating "You guys are too late." We arrived 6 hours before the event was slotted to begin and were provided with no additional information as to what time we should arrive to have access to the backstage tour. After some time had passed and I never received the merchandise promised to me in the mail, I had forgotten I was even subscribed to the platform. That is until I was charged on 3/15/2025 for the amount of $62.01. I was in the hospital during the time I was charged the reoccurring fee, and didn't notice for around 20 days after the charge was processed. When I finally did notice the charge, I ordered a charge back through my bank as I personally feel that paying money for goods and services that were never received is theft. I was contacted by a representative from the company informing me they would not be allowing the chargeback, and then they proceeded to call me a liar, stated that I infact did receive everything they promised, and that since I had an open chargeback with my bank, they were unwilling to assist me any further. All I would like is the $62.01 returned to my account, as that money has not purchased me any goods or services and the company has failed to provide me with any of the services promised to me with the subscription.

  Business Response

  Date: 06/02/2025

  Please see screenshots attached showing the membership benefits (this did not include, nor was it advertised to include, a VIP experience, or a backstage tour), the customer's orders (both last year and this year as this is an annually auto-renewing membership), our communications with this customer, along with evidence that this customer opened a chargeback and won (the funds were returned to the customer) despite them having received membership benefits including the members only exclusive shirt.
  
  As mentioned, the membership in which they purchased was not advertised to include a backstage tour, or a VIP experience. This did include the chance to purchase tickets in member's only exclusive presales, however, as advertised, purchasing a membership did not guarantee this. For their initial membership purchase (last year), members were sent an address verification form to fill out in order to receive this shirt, this customer did not fill this form out, and as listed in the form, failure to do so without contacting us directly risked not receiving said item.
  
  This customer did not open a chargeback on their original order (2024 membership), they opened a chargeback on the second membership purchase (2025 membership, where this renewed as the customer did not cancel their subscription prior to the renewal date despite being sent 2 "upcoming charge" emails, one 30 days prior to renewal, and another 3 days prior to renewal). This said, you will see in the evidence attached that this customer was sent their members only shirt for this year's membership already, and this was successfully delivered. Despite this, the chargeback resolved in the customer's favor, and they should have received their funds back from their bank. If they have not, they will need to contact their bank directly in regards to the location of these funds as we no longer have these.
  
  This customer has since received the funds in which they were hoping to attain in addition to receiving this year's membership gift (for free, given the chargeback resolved in their favor). Additionally, the auto-renewal for this customer has since been canceled, as we did this as soon as they notified us that they no longer wanted to be charged moving forward.

  Customer Answer

  Date: 06/04/2025

  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. The business still fails to understand the fact that I never received the merchandise or any promised benefits, mailed to me, but regardless it was paid for on 3/14/2024 when I initially subscribed for $67.31. I've seen the screenshot showing they've mailed it to me, which is why I did not open a chargeback for the initial subscription. I was dissatisfied with the business and their unwillingness to even attempt to understand the situation, however as I've received a refund for the secondary subscription, overall I am satisfied.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/29/2025

  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 April 25th, I purchased a VIP package through AXS for ****** ***** on 5/9 - 237global was handling the vip. Order # from axs is ********. I received an email from 237 stating how to check in etc and stating that the vip merchandise would be at the venue. Day of show, I check in and get my vip laminate. The merch that was promised is not there. We are informed that 237 would be reaching out via email after the show to tell us how to get our merch. That email never came. I reached out to 237 and asked about the merchandise that I paid for and was told via email that they were putting the packages together. They then sent me another email telling me that I could not get the merch because I did not fill out the address form in the window allotted. They never sent me an address form which is why I reached out to them. I want the merch that I paid for

  Business Response

  Date: 05/29/2025

  Please see evidence attached that this customer received the redemption form, however they did not locate/open this until after our communication with them. Despite the customer not filling this form out prior to it closing/the end of the window in which customer's were provided with, we will be mailing them their merchandise.

  Customer Answer

  Date: 05/29/2025

  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]

  I do not know what the business is talking about.  I have never, to this day, received this form.   They say in their answer that I did not open the form until after our communication.  Our first communication was yesterday.  I did not receive the form, I have never received the form and I did not open said form.   I do not know if is an issue with ****** on their end or the email is getting lost somewhere but I have never received the document or opened it.  I have searched my email using 237 global, ****** ***** vip, address verification form etc.  I never received any form. 

  I have attached screenshots of my email from 5/12, my trash, and my spam.  There was no verification form from them.   In all of the email communication yesterday, there was never any form sent. 

  They still have never sent me any form to fill out.   

  I do appreciate that they will be sending out the merchandise that I PAID FOR.  However, if I do not receive it, I will be filing another complaint

   

   

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business Response

  Date: 06/16/2025

  Please see additional screenshots showing that this redemption form was sent out 3 days after the event. The screenshots the customer is providing are of the itinerary that was sent prior to the event, as, at that time, merch was still expected to be fulfilled on site. After it was determined that merch would not be fulfilled on site, we sent out said redemption form to all VIPs, where they filled this out with shipping information to ensure they received this merchandise.

  
  That said, our evidence shows that this customer opened this redemption email on 5/28/25 at 4:18pm (after they contacted us and we had notified them that this was sent). Despite this, we will be fulfilling this customer's merchandise as promised. We appreciate their continued patience as we work on fulfillment!

  
  

• Initial Complaint

  Date:05/14/2025

  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.

  Hello - My Name is ********* *******-****** and I purchased VIP tickets to the **** ****** show for tonight and was in line for the show before 6PM and asked event staff where we needed to go for the VIP entrance and they advised doors opened at 7PM. We then went back to our car and came back to get in line at 6:30 and were never once told that the VIP experience check in was at 5:45PM. When he entered the event and questioned where we needed to be they advised we missed it and there was nothing we could do. We purchased these tickets months ago and never ONCE received any information on when or where we needed to be beside the ticket on AXS that advised doors open at 7PM. We were never sent anything regarding the VIP experience and after paying over $200 for a show thats was $28 at the door I find this absolutely unacceptable. This absolutely ruined our entire experience and I am asking for someone to make this right. This situation was completely out our out control yet WE are the ones that were punished. We didnt get to do our meet and greet, ended up in the back of the venue, and couldnt find any seating because we werent given access to the venue when we should have been for what we paid for. We were told by Global 237 staff on site that emails were sent out that we never received nor will they provide proof of this information being sent and we were charged 10x what the tickets would have costs at the door by purchasing the VIP and didn't receive any of what the VIP experience promised. They also said this was listed in the confirmation emails which I have attached as that is not true and this is seeming extremely suspicious that they can't provide any proof on their end.Please make this make sense.

  Business Response

  Date: 05/15/2025

  Please see evidence attached showing that this customer was sent their itinerary prior to the event. We contacted the venue on behalf of this customer, and they confirmed that this itinerary was sent to them, as well as sent us proof of this. Please also see our legal language attached which is provided at the time of purchase, as this states that this itinerary will be sent prior to the show, and customers are advised to contact us prior to the event if they do not see this. This itinerary was sent, however this customer did not contact us prior to the event to flag that they did not see this, thus we were not able to further assist them in locating this itinerary. Given all VIP benefits were provided on site to those who followed the information listed in the itinerary email, we are unable to accommodate this customer's refund request.

  Customer Answer

  Date: 05/21/2025

  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:

  This event was purchased through AXS and Neumos was the venue never once did any of the information on the tickets I purchased ever mention Global **************************************************** when I contacted AXS that I needed to reach out to Global 237 before the event.  When we asked for assistance at the venue they let us know on site that they didnt run the event either but Global 237 did and I would need to reach out to them for a refund as they did not get confirmation I ever received any of the information needed to receive the benefits I paid for. The only evidence I was provided was they sent an email - that evidence doesnt show if I opened the email or ever got the information needed. We were also told at the venue that we needed to be there at 7PM so this entire event was extremely poorly managed. At this point this company has committed fraud as I purchased a VIP experience and was not provided any of that and the tickets were only $28 a person if they were not VIP. So I will be reaching out to my bank to get this resolved for the difference. 

   

   

   

   

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

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

  Business Response

  Date: 05/23/2025

  Please reference the previously provided screenshots/information showing that our disclaimer was listed at the time of purchase, this customer was sent their itinerary prior to the event (the venue confirmed this, and provided us with this evidence) as stated in the disclaimer at the time of purchase, and that this customer did not contact us prior to the event to flag that they did not see the itinerary email. We can confirm that all VIPs who referenced the information provided in this itinerary email prior to the event were able to utilize all advertised VIP benefits on site. We are unable to accommodate this customer with their refund request.

  Customer Answer

  Date: 05/27/2025

  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 have filed a dispute with my bank as this company did not send me any information prior and again when purchasing the tickets through *** they was nothing stating Global 237 needed to be contacted as the event coordinator. Also, I paid for VIP and received nothing that was stated as VIP so I disputed the difference of a regular $28 per person ticket to my $100 per person ticket. And I will be advising individuals to not do business with a shady business like this again. 

   

   

   

   

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

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

• Initial Complaint

  Date:05/08/2025

  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 2 VIP Experiences for ********** on May 3, 2025 in **. The experience was to include autographed VIP passes, a curated item, photo opportunity, Pre-Show hang with ********** himself, and first entry to the venue. The only things we all received was the signed VIP passes and free hats. And we were ushered quickly through a line to get a photo with **********. And we did get first entry to the show. There was no Pre-show or even post-show hang with him. We have never received the photos that we were told we would receive from 237 Global. The professional photography team that was there taking the photos said 237 would be sending us a link to access the photos. They said we werent allowed to have our phones out to take any photos or videos. I have emailed 237 Global several times inquiring about this and I have not received a response from them. This is very upsetting they charged us a lot of money and we did not receive the full experience. This is def. a scam.

  Business Response

  Date: 05/09/2025

  We have been in communication with this customer. We can confirm that photos were sent to VIPs yesterday, as these take some time to be uploaded. In addition, we will be assisting this customer with a partial refund due to their dissatisfaction with the intimate hang portion of this VIP program.

  Customer Answer

  Date: 05/14/2025

  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:

  They are only offering $25 refund per ticket. The meet and greet and the intimate hangout was not provided. Those two things alone would easily be worth a portion of at least  $100 per ticket.  I am sure ********** would be insulted if he knew they only offered $25 per ticket as a refund for there not being a meet and greet and an intimate hangout with him.  He is definitely worth more than $25 to hangout with.  I paid over $400 total for two VIP experiences.  And yes the meet and greet and hangout were the best part of it that was not offered or I should say fulfilled.  $25 per ticket refund is nothing near what that is worth.  

   

   

   

   

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

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

  Business Response

  Date: 05/16/2025

  We can confirm the M&G did occur, as this is where the VIPs took photos with the artist. Please see in the attached evidence that this link to these photos was provided again to the customer via email. We will not provide the password to access this album in this response, however we can confirm that this VIP has the password and their photo is in this album. We have offered a partial refund for the portion of the VIP experience in which this customer was not satisfied with, however, we have been unable to issue their partial refund due to them not providing us with their order number.

• Initial Complaint

  Date:04/22/2025

  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 bought VIP meet and greet tickets for the ********** show at the ********* in ******* on 4/18. The tickets included a meet and greet, photo opportunity, and pre show hang with **********. The only experience we received was a photo opportunity. Myself and others asked staff at the venue about the rest of the experience and we were told that the experience was complete. I emailed 237 Global support about the experience that was purchased and not provided and the response I received was, We can confirm that the Access to Intimate Hang with ********** was available and provided on site.

  Business Response

  Date: 04/24/2025

  This customer contacted us directly, and we are in the process of further assisting them with their inquiry.

• Initial Complaint

  Date:04/14/2025

  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.

  One ticket they would not let in to the VIP show! ***** snooty girl who said we had to be together - that's not how Ticketmaster works, the manager there made me email the ticket to my friend with me, but did not let her in and made her go to the back of the Gen. ********* line in the freezing cold and she did not get the VIP show, it was expensive! No reason for this, we have been to multiple shows and this NEVER happens.

  Business Response

  Date: 04/14/2025

  This VIP customer contacted us regarding this issue for the first time this morning. We reached out to the representative on site to gather further information on this inquiry in order to accurately respond to this VIP customer and this complaint. This VIP customer arrived 15 minutes after the VIP check-in window had closed. Despite this, the representative on site assisted them in gathering the VIP merchandise portion of their VIP package. This VIP customer explained to the representative on site that their guest would be arriving even later than they did, so they asked if they could gather their VIP merchandise as well. The representative explained to them that this was possible, however in order to do so, they would need to mark both VIPs as "checked-in" on site, as in order to receive VIP benefits, one must check-in for VIP. The representative explained that by doing this, their guest would no longer be able to check in for VIP if and when they arrived, to which this guest agreed. Their VIP guest was still able to utilize the event ticket portion of their purchase, thus they could still attend the show, but seeing as the VIP purchaser checked in for the both of them, they were not able to check in for VIP when they arrived (it is worth noting that by the time their guest arrived, VIP had concluded). This said, given all VIP benefits were available and provided on site to those who followed the instructions listed on the itinerary that was delivered prior to the event, we are unable to accommodate this customer's refund request.
  

• Initial Complaint

  Date:02/20/2025

  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 purchased a VIP Ticket for a Still Woozy concert on 10/14/24. 237 Global handled the merch associated with the VIP Ticket. On Ticketmaster's website, the VIP Ticket included a: Specially Designed Still Woozy Hat, Exclusive Tour Poster, Limited Edition Still Woozy Tote Bag, and Still Woozy Merch Item Designed For VIP Purchasers.When I got to the venue, the woman at the VIP table only had socks and a tour poster and told me and others there that the rest of the merch would be sent after the concert. I have yet to receive my merch. I reached out to 237 Global ********************************* 4 days after the concert asking why I hadn't heard back and they sent me an address verification form which I filled out same day. Since then, I have followed up multiple times with them and their response has always been " we're looking into this" but I have seen no further actions by the company. I am very frustrated. I paid $170 for the ticket where general admin was less than half of that... I would like a refund at a minimum but really wish they'd give me the merch that they promised.

  Business Response

  Date: 02/21/2025

  We have reached out to this fan directly to assist them with a partial refund for the portion of the VIP package that they did not receive.

  Customer Answer

  Date: 02/25/2025

  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:11/14/2024

  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 VIP tickets to Wale at the ************** in ***********, ** which were to include early entry and exclusive items and early merchandise purchase. Upon arrival the lady checking us in stated that had ran out of the VIP items on the previous city and we should have received an email asking to verify our address for items to be sent. I explained I didnt receive anything. The next day I reach out to the company and was told a follow up email would be sent for me to verify my identity and information. I checked my spam and inbox and nothing. So I reached out to them again and they tell me again an email will be sent. I checked again nothing. I emailed them to let them know Im am not receiving a verification form and thats where communication tends to end. There is no phone number to reach this company to understand why I am not receiving the additional items I paid for for myself and my guest. The VIP package was a significant upcharge as tickets for the venue were $45 each plus any fees. I paid $293.60 to simply get entrance 15 minutes than anyone else which is not what I was marketed. I have asked the company several times to either issue the VIP Package portion back or send the items we should have received for the upcharge to our general merchandise tickets.

  Business Response

  Date: 11/14/2024

  This customer attended the Wale concert that occurred on 11/5/24. We can confirm that the merchandise this customer should have received was available on site. The merchandise that required fulfillment post-show was for VIP1s, not VIP2s (this customer was *****. We are unable to mail this merchandise as per the disclaimer listed in the VIP itinerary. Despite them receiving all VIP benefits other than the exclusive VIP merchandise item (First Entry, Commemorative VIP ***, Priority Merch Shopping Access), we have asked Ticketmaster to issue them a refund for the full VIP portion of their purchase given they did not get this merchandise (as this customer contacted Ticketmaster directly for a refund as well). Please see screenshots attached showing this.

  Customer Answer

  Date: 11/15/2024

  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,
  
  ****** ********