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:11/05/2025

  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 attempted to purchase ONE photo opp with Sting at Comic Con in REMOVED, through Leap Epic Experiences. Upon receipt of the transaction, I was charged for TWO photo ops with Sting for the same time, in the same group. They refuse to refund one of the tickets, or both so that I can purchase just one. I do not need more than one picture with the same individual, nor do i want one with anyone else that will be there. They refuse to assist me in refunding at all.

  Business Response

  Date: 11/11/2025

  Hello- 
  
  First and foremost, I'm sorry that you are unhappy with the solutions that we provided. Our records indicate that Ms. REMOVEDreached out to our team expressing concern about a double purchase on November 2nd and was responded to within minutes. Due to the purchase being made after the refund deadline, we were not able to accommodate a refund, but did send instructions to exchange their ticket into a different ticket type/product. We also gave them the option of gifting their ticket to another Attendee if they could not use both tickets. 
  
  The refund deadline is clearly laid out on the event page: REMOVED. The refund deadline states:
  - Thursday, October 30, 2025 at 11:59 PM ET. Tickets will become non-refundable after that date, the exception being that a talent has to cancel their appearance. Please also be aware that fees are non-refundable when requesting a refund!
  Ms. REMOVEDpurchased and reached out to our support team on 11/2 as previously mentioned.

  The Ticket Buyer also agreed to all terms of service during the time of purchase that states the following: 
  -Refunds are available up to 7 days prior to the commencement of the convention, unless otherwise noted on the individual convention info tab. Fees are non-refundable when requesting a refund. 
  Terms and Conditions can be found here: REMOVED;

  The refund request came in after the refund deadline and we provided two different solutions to this issue. Both of which were unsatisfactory unfortunately. 
  
  

  Customer Answer

  Date: 11/18/2025

  The complaint is not closed.but I do not accept the reply. Its not my fault theyre system charged me for 2 tickets and not one- whether past the refund period or not. 

  Business Response

  Date: 11/18/2025

  Hello- 
  
  Thank you for following up. Attached you will see that the number of items in the purchasing cart is called out multiple times before you can check out. Our system will not add things in a cart that has not been added by the ticket buyer. It was called out in at least three different areas that more than one item was added to the cart before giving the ability to check out.
  
  I've also included as photo of where the terms of service is located during the purchasing process. By completing the purchase, you've agreed to the terms mentioned in my initial follow up. To reiteration those terms state the following: 
  - Section 24. MISCELLANEOUS: 4) Payment, Refund, & Cancellations: b) Refunds are available up to 7 days prior to the commencement of the convention, unless otherwise noted on the individual convention info tab. Fees are non-refundable when requesting a refund.
  
  Due to this, we were not able to accommodate a refund for your order- something that was agreed to upon during the time of purchase. Again, I apologize for any inconvenience this has caused you. 

  Customer Answer

  Date: 11/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below

   

  i REMOVEDhave never purchased 2 tickets for me picture. I will not accept any less than a full refund. Neither one was used either, you can check that too. 
  
  Regards,
  
  REMOVED

  Business Response

  Date: 11/19/2025

  Hello,
  
  We have been notified that a chargeback has been initiated for these tickets. As a result, we are unable to accommodate any refund requests at this time. Any further correspondence regarding this matter will need to be handled directly between our Finance Team and the attendees financial institution.
  
  All available options were provided during your initial inquiry, and those options were not accepted. At the time of purchase, you agreed to our Terms of Service, which clearly state that refunds are not available. As previously mentioned, our system does not add items to a cart without user action. During checkout, attendees are given multiple opportunities to review their cart and to read and agree to the Terms of Service. It is the responsibility of the ticket buyer to review all policies, including the details of the tickets selected and what each ticket type includes.
  
  Failure to use ticketsregardless of event attendance or the decision not to exchange them for another productdoes not constitute grounds for a refund. Again, it is the attendees responsibility to thoroughly review their cart, ticket policies, and all terms and conditions before completing their purchase.
  
  We apologize that this is not the outcome you were hoping for.

  Customer Answer

  Date: 11/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have also disputed this with my payment method. I will not pay this back period, I was overcharged ans its not my fault. Refund me/ thanks. 
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:08/04/2025

  Type:Billing 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 placed an order back in June for a meet and greet in which the address was not listed on the REMOVEDlink to purchase tickets. Within 10 minutes of placing the order I emailed requesting a refund because it was too far away and was unable to attend. I did not attend said event in early June and no goods were ever received. The company has spent the past two months harassing me via email saying that disputing with my bank results in blacklists and ect. I did dispute with my bank and they recommended I contact the BBB since the merchant was refusing to refund the tickets.

  Business Response

  Date: 08/04/2025

  Hello- 
  
  Thank you for reaching out. I apologize that you were not able to receive a refund for your purchase. 
  
  Unfortunately, we are not able to accommodate a refund for this purchase error. I do see in the email thread, we were able to provide you with the refund policy that was agreed to upon during the purchasing process, as well as the store page (which shows the event details). 
  
  Those Terms and Conditions can be found here: REMOVED; That online store, with the event's address, can be found here: REMOVED

  I do see that a dispute has been opened up with your financial institution. We can no longer accommodate any type of refund while this dispute is in action.

  As far as the harassment claim goes, I apologize that the recipient feels as though they were treated poorly; from my investigation, I see that we were reiterating terms and conditions that were agreed to upon during the purchasing process. 

  Customer Answer

  Date: 08/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined that this does not resolve my complaint.

  The investigation was closed by my bank disputing the charge and they said the business refused a refund so they werent able to do anything. I reached out to the business within 10 minutes of purchase stating the address of said event was not disclosed on their website or on the REMOVEDlink advertising the tickets.  For your reference, details of the offer I reviewed appear below.
  
   
  Regards,
  
  REMOVED

  Business Response

  Date: 08/05/2025

  Hello- 
  
  I have included an attachment with a screenshot of the store where all purchases must be completed. In the 'Info' tab, you will find the event information- including the address of the venue. 

  As it was previously mentioned, because there is a chargeback associated with your order, I am unable to accommodate anything further until a resolution is determined by the bank and our finance department. 

  I apologize for any inconvenience this may cause and am looking forward to resolving this through the chargeback dispute. 

  Thank you!

• Initial Complaint

  Date:07/13/2025

  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 had purchased tickets to attend fanatics fan fest in nyc and to get a REMOVEDautograph. Leap is responsible for the meet and greets at said event that took place June 23rd, 2025 in nyc.On June 23rd, I did not get my REMOVEDautograph. A leap employee at the event told me to go to a table for a refund. Their refund policy ends two weeks before the event even happens and they wont refund me for being at the event and not getting my autograph and thats not fair! At the table, I was given a link, to apply for a refund by leap employee at the table. I applied for the refund right away.Three or four days later, I was denied a refund. Since then, I have tried multiple times for a refund and have been denied when I never received my autograph. That is called failure to deliver and its also fraud!

  Business Response

  Date: 07/14/2025

  Hello- 
  
  We're sorry to hear about your experience on-site. Unfortunately, we can not accommodate a refund for any photos or autographs missed as mentioned in our initial email conversation. Attendees are given specific times to arrive to their sessions and if they are missed, we can not accommodate any type of refunds. 
  
  Per the terms of service agreed to upon during the purchasing process, it states: 
  "Once the session has started, there will be no exchanges possible and missed sessions will not be refunded." 
  
  The Talent started their session and followed through until there was no longer a line. Instructions always state to arrive early to your timeslot to ensure that you have plenty of time to meet the talent you've purchased for. Also mentioned in the terms below: " Talent depart the photo op area when their line finishes, therefore, it is the sole responsibility of the purchaser to arrive at the photo op area 5-15 minutes prior to the start of the session. Once the talent leaves the photo op area, that session will close and late comers will forfeit their photo op with no refund."

  Full Terms and Conditions can be found here: REMOVED;
  
  I do see that a dispute has been filed with the complainant's financial institution. Due to this, we are not able to accommodate any sort of refunds or requests until that has been resolved between REMOVEDand the purchasers financial institution. 
  
  Again, I apologize for any inconvenience this may cause. 

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 attended MegaCon In REMOVEDon 2/8/25. Leap Event Technology was providing services for celebrity photo opportunities. I paid for my event and I missed the time slot due to accidents, traffic and increased crowd attendance. When I approached customer service at the REMOVED. I was told that I could obtain a refund by simply scanning the REMOVEDcode and request a refund online. 1 day later I received an email saying that no refunds would given and are non-refundable. No service was provided, No refunded given when offered. I felt that I was misled as a consumer and I am owed my $100 refund.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 past November 2024, I attended an event called REMOVEDwhere Leap Technology was in charge of doing professional photo ops as well as autographs. Opportunity online was available to pre order autographs. They do state refunds need to be submitted Wednesday prior to the event. The event was Friday-Sunday where I attended Friday and Saturday. I had preorders for REMOVEDfor three autographs valued at REMOVEDa piece. I attempted both days Friday and Saturday to obtain her autograph with my pre-order but Ms. REMOVEDwould either arrive late to the event, leave early or the volunteers to the event would stop me from getting into her line. I find this very unfair to the consumer where I had zero warning I might not be able to obtain things I purchased for. Might as well pay on the day of. Leap Technology order numbers are as follows: REMOVED, REMOVED, and REMOVED. I have contacted Leap, they said they wouldn't refund as it was past their deadline of Wednesday prior to the event. I didn't think going into the event I would need to apply for a refund. It was purchased through Affirm, but I feel Affirm didn't do its job to protect the consumer through the dispute process either. I know this is probably a lost cause, but it just seems really unfair as a consumer who tried his best to cash in his preorder. I couldn't attend Sunday due to work obligations.

• Initial Complaint

  Date:11/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 this company has many shell companies and has changed it names several times over the years. The names are informa, informa connect, fan expo REMOVED, leap event technology, ticket leap, wizard con, in December of 2023 I bought a ticket to go to the convention in Jan 12th 2024 the event was held and unfortunately there was a blizzard a natural disaster and the mayor REMOVEDof REMOVEDin the city put out a warning saying to drop what youre doing and go home. Ive only been at the event and had just got my ticket and had just got my ticket. I tried to talk to staff and they said to talk to customer service because obviously the REMOVEDwas being canceled. After a week of being trapped in my car and the company going against the mayors orders and kept everything going. They forced people to walk in the blizzard no public transport to the convention if they did not do this they got no refund. The company reached out to me after a week and said ticket for next year take it or leave it. I said that was not going to work and if they were giving it to me it was by force. And they gave me a ticket after a few days I said it wasnt going to work and I needed my money back because they promised a safe event and it wasnt. I got a response saying again they dont promise a safe event even though its in there policy and they dont if it was a natural disaster. They then took away the ticket they provided and basically stole my $154.35 the price to go to the event. I tried to reach out again and no response. This company is a scam and intentionally after you pay can take your money and give you nothing in return. Put the safety of others at risk and not care. There is an event happening again this January and snow is already being predicted they are going to scam everyone again and must be stopped thank you. Please call me at REMOVEDor email me at REMOVEDfor more info

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a long and confusing story. The big issue is that the refund policy is not clearly stated anywhere on the premises, and going straight to the customer service desk, the logical thing to do, voided my opportunity to get a refund.I was at the Fan Expo Dallas convention on June 9th. Its a pop culture convention where you can get autographs and photographs with celebrities. I paid for a photo op with the actress REMOVED. At these events, you don't know beforehand if there will be any restrictions in the photo. Its stated in their terms online if you don't like the photo you can get a refund. In this photo you were not allowed to interact with the actress at all, and the picture turned out awful. i went straight to the service desk to see about getting the refund. I was told since i "checked out", took the physical photo from the print area, i was not able to get a refund. i asked to see the policy and they admitted its not available at the location. i was also told i can't get a refund because i ordered a digital copy. i did not knowlingly order it. I'm guessing that the option is pre-selected and you can't see it when you order on a phone, which you have to do at these events. this also seem predatory.all i want is a refund for the single photo. They invoice doesn't have it broken down, but I believe it was $120. I've attached screenshots of the email receipt. I can also forward the full email receipt and the emails with their customer service if needed.Please let me know if you need any additional information,Thanks,REMOVED