Mr. Fix It

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I didn't received the tickets in enough time to try to sell.  I went to several sites like SeatGeek suggested and because of the format of the tickets I was not able to sell them.  Yes, I didn't  verbally communicated with customer service with the selling of the tickets, but I did send several emails and received response back on how to sell.  Like I said , because of the format and time I received the tickets, I was able to sell the tickets.  Today is September ** and the event was on September **; I was unable to use the tickets, and unable to sell the tickets.  I should received a refund regardless of all sales are final which was never explained to me.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In this case, the customer reports he was sold tickets that appeared to be in an area that would typically offer club amenities. We clearly listed these tickets properly, and in no way did we insinuate they would be club seats. Our team has confirmed that the tickets were listed 100% accurately and...

there were no misleading aspects to this listing. The customer has mentioned over and over that he took the dot's location to imply that he would be near club level seating, but the listing itself is section 113 row GG, not a club area, which we showed the customer clearly many times before checkout. If the customer is unhappy with the seats he chose, we urge him to carefully read the details of where the seats are located prior to checkout. We do not aim to show false locations, as this would be a very odd and improper way to run a business. We want to show the location of all seats as precisely as possible, and we disclose all of the info we have prior to checkout. For the reasons specified, our part in the case should be considered resolved. We cannot refund the customer for a properly advertised and normally fulfilled order.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have read over SeatGeeks attempt to seem innocent in not delivering items that they easily received money for, and it is like every excuse they give just points the finger at somebody else. If the tickets aren't available from the venue, there should be no issues with a refund, there has yet to be a transaction of tickets between myself and SeatGeek. If the tickets do have a delayed release there should be no issues at least giving me control or the option to sell my tickets. To suggest that 2 or 3 days before the event is ample time to sell the tickets just shows the lack of knowledge and care that SeatGeek has in the industry. If the consumer makes a purchase of products being sold by a company, and the company debits money's from the consumer, then the company needs to deliver the product being sold, it's that simple. On my account it clearly shows a debit in the amount of $948, to seatgeek, not some third party. Its simple no tickets delivered, then money should be returned, or give me the option to sell the tickets without actually having them. If SeatGeek can sell the tickets without actually having them, I should be able to as well. Especially if I've already paid for them. I want either my money back or the option to sell them immediately. Or SeatGeek could actually do their job and deliver the product they're selling. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In case #[redacted], the consumer reports that she purchased tickets for [redacted] Live, a concert.  When she arrived at the venue, her seats were different than expected.  She claims to have contacted our company and request a refund.   The consumer also states that she "bought a...

ticket from SeatGeek."  This is, however, an ambiguous and potentially misleading description of the service that SeatGeek provides.  SeatGeek does not own or hold tickets, and thus does not sell tickets, and thus it is impossible to purchase tickets from SeatGeek.     SeatGeek is a search engine – exactly like [redacted], or [redacted] – for event tickets.  We crawl the web for ticket listings and present them all in one place. When a user (like the consumer in this case) finds a ticket he or she likes, they click a button on SeatGeek and place their order with the seller.  The consumer pays the purchase amount directly to the seller and the order is fulfilled exclusively by the seller.   Since SeatGeek is not a party in the transaction, we don't have the ability to do things like cancel or modify a consumer's order.  To request a refund from SeatGeek for disappointing seats at an event would be like requesting a refund from [redacted] (the popular local search engine & restaurant review website) for a hair in your soup.   In addition to this, based on the contact and order information provided by the consumer in her complaint, we have no record of any sort of contact attempt by the consumer. The consumer did not provide an order number and we have no record of an order placed with any of our vendors under the consumer's name, email address, or phone number. We believe that the consumer may've placed an order elsewhere.   The consumer's complaint is the responsibility of the vendor, and not SeatGeek. On these grounds, I believe that this case – or at least SeatGeek's role in it – should be considered resolved.   If you have any questions, please feel free to ask.  All of this information about SeatGeek (and more) is publicly available on our [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Seatgeek provided a standardized response to my complaint. This company does not listen to my complaint. The first representative I spoke with after the tickets where purchased accidentally could have canceled the order before the ticket confirmation was send but refused to do so. I was told by another seek geek representative that I initially contacted their after hours service center. The representative hardly could speak English and refused to listen to me. He never gave me any other options to do and just read a pre scripted form. This company does not care about their customers at all. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In case [redacted], the customer reports that her order was canceled and she is still seeing a lingering authorization hold on her card. I have taken a lengthy look at this order in our system and am only seeing that this was canceled on our end and that the card was not charged. I've attached a photo...

proving that we have released any hold that was previously authorized for this user's card (see: "Voided" under payments in the attached screenshot).SeatGeek aggregates and shows many different ticket listings for thousands of events.  We crawl the web for ticket listings and present them all in one place from vendors and resellers alike. When a user (like the consumer in this case) finds a ticket he or she likes, they click a button on SeatGeek, and place their order and then wait for confirmation. The consumer agrees to pay the purchase amount and the order is fulfilled once it is confirmed. However, since we aggregate listings from so many sellers and vendors, we must confirm ticket availability after an order is placed before the card is fully charged. We do not charge the card until confirmation occurs, and in this case, the "charge" the customer is describing is what is referred to as an "authorization hold" - a temporary hold on funds to ensure the card is valid, should the order be confirmed. We are not sure why this has lingered so long, but it is my understanding that we have offered to assist the customer in getting this hold removed if they need us to provide proof to their card company that we are not charging them for this order. We've sent the bank this void request automatically, so if the hold is remaining, the customer may let their bank know that we have sent this void request, and have not collected money from this customer in any way. If the customer would like to send us proof that this hold is lingering, or have their bank contact our company in some fashion so we can provide proof of cancelation, as this is really the only resolution we can offer at this point beyond what has already been done.  Again, we must stress that we have voided the charges in full on our end.

Robert did indeed purchase tickets to the Western Conference Quarterfinals: Houston Rockets at Oklahoma City Thunder - Game 3 55 minutes after the game started. It is common practice across the secondary ticket market industry for listings to remain active well after an event starts, customers...

do indeed make that last minute of a decision regularly. Additionally, it's very common for customers to travel great distances for the finals. All event information(date, time, location) we're displayed to him on the event page, the listing directly, as well as on the checkout page prior to him placing the order so nothing went awry other than Robert not verifying his order information prior to finalizing his order. With that said, in good faith, we have reached out to Robert to arrange a refund. We are not the merchant of record so we are awaiting additional information from him in order to process said refund. I trust this explanation suffices in order to consider this matter resolved.

I do regret if we did not answer the [redacted]s questions completely.  While the customer did purchase the tickets on our site because we served as an aggregator, they did agree to FanXchange's terms of use when placing their order.  As we previously suggested, I do encourage [redacted] to contact FanXchange directly to get more clarification on their terms of use. However, the policy for SeatGeek listings - had the customer purchased directly from us- is that on the day of the event, the seller is expected to confirm an order within two hours after the customer places the order. The order was placed at 4:37 pm et and the order was rejected by FanXchange at 5:48 pm et, an hour and eleven minutes after it was placed. While rejections are relatively rare, they are more common on the day of the event, depending on the level of demand for the event. Cancellations happen when a customer purchased the tickets on another site, such as the company's site, just before another customer, which is why orders are not immediately confirmed.  Because we do regret the trouble the customer experienced, we have added a $20 single use promo code to the SeatGeek account this order was placed with, which can be used on a future order.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I have seen the refund posted on my credit card statement this morning.
Sincerely,
[redacted]

In case #[redacted], the customer reports that their tickets did not get them into the event.Firstly, we do absolutely everything we can to ensure tickets provided on our website are valid. Both the Trust & Safety team and the Broker Relations team are constantly working hard to ensure that only...

legitimate sellers are allowed to post tickets on SeatGeek. Every single instance of invalid tickets is carefully investigated with problematic sellers instantly removed from the site. Per company policy and the SeatGeek guarantee, if we come across invalid tickets, we can either purchase replacement tickets so that the customer can get into the event, or provide them with a refund of more than they paid for the tickets. In this occasion as the event passed, we offered the customer a refund of 120% once we investigated the seller and the claim. We have now refunded the customer in full for $276.00. We also mailed out a check for an additional $55. As a result, the issue has now been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

We were able to come to a satisfactory resolution with Bill regarding this matter via e-mail which we encourage him to verify here with the Revdex.com before closing out his complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 You may need to read the emails you send out more carefully, just like you stated to me about you’re policy terms in refunds. I have an email response on my question as to how to sell tickets that does state a pending period for the seller but also states that the buyer receives the ticket within 24 hours. 
Best, [redacted] 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding SeatGeek has been resolved.
 Hi, Seatgeek eventually paid me. They said it was a bug in their system.  Thank you so much! Sincerely,[redacted]

We appreciate [redacted]s feedback and regret the trouble this unusual delay caused. However, from what [redacted] wrote, the representatives he referenced spoke in accordance with our terms of use. While many tickets are delivered immediately, many venues enforce a delayed release on tickets sold to the...

secondary market. Because of this, we do need to allow our sellers up to a few hours before the event to provide the tickets, though we always do our best to expedite the process. Because we are a broker exchange and sellers are fulfilling these orders, all sales are final and we are unable to process refunds or exchanges. I have included our terms of use which details this. [redacted] I was unable to locate this order using the information provided, so I do not have any other specific information on this order, outside of what [redacted] offered. If these tickets were not delivered before the event, we encourage [redacted] to reach out to us through Support so that we can assist him if this issue has not already been resolved.

In case [redacted], the customer states that the tickets she ordered were not available within the app as she wasn't able to access her account. I have tried to locate any correspondence related to this in our system and have found absolutely nothing from this customer. Our team is confused as we...

would have been able to retrieve this order info if the customer provided it to us. We would be curious to know if the customer used an alternate method to contact the team, possibly an email or phone number that has yet to be provided here. Once we know this information we can proceed with the resolution we see fit. It is not our intention to cause trouble or deprive customers of a live event experience - quite the opposite actually. As an overseer of this resolution process, I would very much like to know if we can locate this correspondence in question.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.however your business ethics are not acceptable and you should improve it a lot!
Sincerely,
[redacted]

In case #[redacted] the consumer states that they purchased tickets to an event and then had the merchant of record/vendor ([redacted]) contact them with updates on their order status, reportedly involving a cancelation. The order in question was placed using our service, but any subsequent...

changes to the order would have been made by the vendor.SeatGeek does not own or hold tickets sold through 3rd party sellers, and thus did not sell these particular tickets. SeatGeek is primarily a search engine – like Google or Kayak – for tickets.  We crawl the web for ticket listings and present them all in one place. When a user (like the consumer in this case) finds a ticket he or she likes, they click a button on SeatGeek, and place their order directly with the seller -- in this case, [redacted]. The consumer agrees to the seller's individual terms and conditions, pays the purchase amount directly to the seller and the order is fulfilled exclusively by the seller.  Since SeatGeek is not a party in the transaction or the merchant of record, we don't have the ability to do things like cancel or modify a consumer's order. SeatGeek does not own or hold tickets.  To request a refund or inquire about an order status, the customer needs to contact their vendor, [redacted], and ask for clarity about the order status, as we are currently unable to see this.The consumer's complaint is the responsibility of the seller, and not SeatGeek.  On these grounds, I believe that this case – or at least SeatGeek's role in it – should be considered resolved. If you have any questions, please feel free to ask.  All of this information about SeatGeek (and more) is publicly available on our FAQ webpage at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I sincerely appreciate your help and will consider SeatGeek again for finally reaching out to make this right. Thank you. 
Sincerely,
[redacted]