Mr. Fix It

Revdex.com:
With respect to complaint ID [redacted], SeatGeek contacted me via email and offered me a resolution outside of the Revdex.com process. It is satisfactory, and I hereby withdraw the complaint.
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:I purchased 2 tickets from SeatGeak website on February **, 2017 (Order # [redacted]   ) and since I couldn't make to the game on March *, 2017 - I relisted the VERY SAME ticket (Qty:1) that was purchased from SeatGeak site. SeatGeek can verify this that it was the same ticket that was purchased by me and than used listed for sale by me: same date, game and seat number.So - turns out - they sold me a fake ticket in first place? Because who ever tried to use it - wasn't able to attend that game.It just seems that the person who bought my ticket couldn't make it and decided to make a false claim.My brother who did go to the game and used the other ticket from my SeatGeek purchase order [redacted] has pictures being there by himself. He states that the seat next to him was open and nobody showed up. Best regards,[redacted] 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]s Cukanovs

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 was never made aware that there was a suspension of payout.  I dispute their response regarding no record of a voicemail as I called and was on hold for 15 minutes only to be kicked out of their phone system and told to call back.  As for the claim of an invalid ticket, this is the first time I was made aware of any such claim and can assure Seatgeek that my posted tickets were exactly the tickets provided by ticketmaster as I uploaded the same PDF that I received from them.  This is incredibly frustrating as my email from seatgeek only claimed that payout was automatically generated and that any delay was either due to my venmo or bank account transaction processing time (see below).  I'm not sure how Seatgeek investigates claims of invalid tickets but they should definitely inform me of any such claim. [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We regret that we were unable to help [redacted] in a more optimal way. Unfortunately, as stated in our terms of use, all orders are final once submitted due to the nature of the secondary market. We are a broker exchange and different brokers list these tickets through SeatGeek, so tickets cannot...

simply be exchanged or cancelled. While most tickets are available right away, some venues enforce delayed releases on tickets sold to the secondary market. This is not controlled by SeatGeek or the sellers, but the venue. We just reached out to the seller to see if anything can be done, as well as to check on the date the tickets would be delivered. The seller advised that they expect to receive the ticket before the in hand date that they originally provided of 10/**, but do not have an exact date from the venue. As soon as this ticket is delivered to the seller, it will be provided to the customer. While the seller does not have this ticket in hand, it does belong to them. Inventory works differently on the secondary market between venues and sellers than if this were an individual buying directly from the venue. We did explain to the customer that they would not be able to list on our Marketplace until the tickets were available, however we recommended that they list the ticket on a site that allows for the ticket to be listed before it is delivered. Unfortunately, because this order was processed in accordance with our terms of use, we are unable to issue a refund for this order. I have included our Terms of Use: [redacted]

We apologize for the concern that the delay on this order caused [redacted]. As we specify on our site, while many orders are ready immediately, many tickets on the secondary market are held on a delayed release typically enforced by the venue. This was the case with this order....

[redacted] We regret the confusion that the confirmation e-mail the customer received caused. Providing estimated fulfillment times on the confirmation e-mail was a new feature that we had just introduced, and unfortunately that message was an error. We regret that the customer had a negative experience with our customer support. From what I could find, the customer first reached out to us by e-mail last Thursday night on September 7th and called the next day. A representative spoke with them by phone on Friday and promptly e-mailed the tickets, which the customer sent back and requested a refund on. This order was fulfilled in accordance with our terms of use that the customer will receive tickets before the event. In accordance with the terms of use that the customer agreed to, all orders are final. We do want to assure the customer that all tickets are protected by the SeatGeek guarantee, meaning that if there were ever to be an issue with the tickets at the event, we will provide comparable tickets or a full refund. [redacted] Additionally, I want to assure [redacted] that SeatGeek is a very safe place to purchase tickets and their information is secure.

In this case, the individual who sold a ticket using SeatGeek claims that he has not received payout. This is because the ticket he sold was invalid for the buyer, and the buyer was denied entry. This happens when the seller lists and sells a ticket outside of SeatGeek, and the barcode no longer...

works to grant the buyer entry. We've reached out to this seller and informed him of this issue, which was unfortunate. However, this is something that we do take seriously as it results in a very poor experience for the buyer. Therefore, we cannot provide a payout to this seller since the product they provided did not work for the user. If the seller has more questions, they are welcome to follow up directly with out Trust and Safety team. At this time we must consider the issue resolved on SeatGeek's end.

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]

SeatGeek resolved this issue and refunded the customer in full in the amount of of $616.37, October 2016. The ticket provider had to cancel this transaction and refund the customer. While this is rare, it can happen because of the dynamic nature of the secondary ticket market. Sellers have...

limited inventory within each row and once they have sold out, cannot fulfill orders. Usually, refunds are initiated immediately upon cancellation of an order. However, our system encountered a bug preventing the refund from automatically going through. When the customer reached out informing us of this issue, we manually issued the refund in full. The customer should now have received their refund. Our tech team has since rectified this issue and it will not affect future customers. Thank you,SeatGeek

Hi [redacted], first and foremost we want to sincerely apologize for the trouble this order caused. For some context, in the beginning of June, a Cleveland Indians' season ticket holder who had sold their season tickets on our site had had their tickets invalidated by the team for the remainder of the...

season. While we understand that that's incredibly unfortunate for every user who'd purchased their tickets, we did make sure to reach out to every affected buyer as quickly as possible. In this instance, one of our seller representatives, Chris, sent an email to the email address on file for your order ([redacted]) to alert you of the ticket cancellation and the subsequent refund, as well as a courtesy $20 discount for a future order, on June ** 2017. That email is attached to this response.We sincerely do apologize for any trouble and all of the inconvenience caused by this order. The previous discount code that had been offered as a result of this unfortunate situation has since expired. However, we have added an additional $20 discount code to your account that has no expiration date and can be applied toward any eligible purchase in the future.Again, we truly are sorry that this happened, but we hope this helps explain what occurred a bit more thoroughly. Please let us know if you have any further questions.

In case #[redacted], the consumer reports that she had an issue after purchasing tickets to Pittsburgh Penguins versus New York Rangers hockey playoff Game 7.SeatGeek does not own or hold tickets, and thus does not sell tickets, and thus it is not possible to purchase tickets from SeatGeek. SeatGeek...

is a search engine – like [redacted] or [redacted] – 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, ticketnetwork.  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, we don't have the ability to do things like refunding the order placed with ticketnetwork. SeatGeek does not own or hold tickets.  To request a refund or exchange from SeatGeek would be like requesting a meal from [redacted] (the popular local search engine & restaurant review website) for finding a hair in your soup.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 http:[redacted]

In case [redacted], the consumer reports that he encountered an issue with the payout of a ticket sale on the SeatGeek Marketplace and that Customer Service was slow to respond.   SeatGeek has no record of any voicemails left by the customer from their verified phone number and an email sent...

from the customer to our company has been responded to. Further correspondence is always welcome via email at [redacted] and through our phone line and voicemail inbox at ###-###-####.   SeatGeek provides a marketplace where customers can list and sell tickets they can or would no longer like to use. SeatGeek terms of use clearly state that sellers must list valid tickets to the SeatGeek Marketplace. The party in the transaction who purchased the tickets in question contacted SeatGeek and claimed that one (1) of the tickets were invalid and that the customer was turned away at the gate.   When a claim of invalid tickets is made, SeatGeek suspends payout and launches an investigation to verify the claim. The consumer in case #[redacted] is currently under investigation.   A representative from SeatGeek will be reaching out and working with the customer through this investigation and to help resolve this issue.   On these grounds, I believe that this case 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] and in our terms of use at [redacted].

Thank you for the reminder regarding [redacted]s complain. [redacted]s account was closed and deleted on 3-**-17 which we informed him of via e-mail at that time and confirmed again on 3-**-17 which appears to be the last correspondence we had with [redacted]. Additionally, we did inform him as to why we were...

requesting he verify his ID on 3-**-17; which was requested due to our payment processor's anti-fraud measures being triggered by his account and in order to allow him to move forward with selling his tickets on our marketplace, we needed him to provide a photocopy of his ID for verification and security purposes. We hope this is now considered resolved since we have already fulfilled his request of deleting his account.

In case #[redacted], the consumer reports that he purchased tickets to a event. SeatGeek does not own or hold tickets sold through 3rd party sellers, and thus does not sell these tickets. SeatGeek is a search engine – like [redacted] or [redacted] – 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, 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 for undelivered tickets to an event, the customer needs to dispute and request a refund from [redacted].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]

We have carefully reviewed the e-mails that were sent to the customer regarding this order. It does not specify on any e-mail a time frame the tickets will be delivered in. The customer may be referring to the pending confirmation e-mail first sent when an order is submitted, which states that they will receive an update shortly. Sellers are expected to confirm or reject an order within 24 hours, but we did not state in the automatic e-mails or in the e-mails sent from our customer experience team that the tickets would be delivered within 24 hours. Additionally, it has come to our attention that the customer has submitted a chargeback for this order with their financial institution. Because a chargeback is active, we are unable to take any action on this order or to refund it. However, in accordance with our terms of use, we would still be unable to issue a refund even if a chargeback were not filed. While this ticket cannot be listed for sale on our site until it is delivered, other sites allow for tickets to be listed before they are delivered, and this is an option at the customer's disposal. Additionally, demand for tickets often increases in the days before an event, so the customer should have a good chance of selling their ticket even if they were to wait until a week before the event. I would like to emphasize that while the seller does not have these tickets in hand, this ticket is confirmed and belongs to the customer. Many venues enforce a delayed release on tickets sold to the secondary market. Inventory simply works differently, but the inventory that has been sold belongs to the seller. Additionally, the customer's order is protected by the SeatGeek guarantee.

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 regret to hear that the customers have had a negative experience with this order. I would like to better explain what happened with this order and its delivery. As specified on the listing that the customer saw before purchasing these tickets, the tickets would be received by the seller by...

November [redacted], the day of the game. This was specified because because this venue and team enforce a delayed release on tickets sold to the secondary market. However, sometimes there is uncertainty exactly when the tickets would be delivered to the seller by the venue. I would like to make a distinction between this and speculative listing. The tickets sold belonged to the seller and were confirmed. This is a very common practice on the secondary market enforced by venues to enhance security. The seller anticipated receiving these tickets sooner than the day before the event, but suggested Local Pick Up in the event that the tickets were released the day before the event to ensure the customer received them in time because their office is located by the venue.Additionally, the policy in our terms of use [redacted]) applies only to individual sellers on our customer marketplace. We only allow customers to sell e-tickets they have in hand for security reasons. Physical tickets that are shipped or delivered by will call or local pick up are only allowed to be sold by vetted, professional sellers. I regret if any of this was not properly explained to the customer. I wanted to outline this to better clarify delayed releases and why local pick up was offered in this case.However, the customer had an ongoing issue open with our team when they submitted this and we were actively working with the seller to resolve this favorably for the customer. As a courtesy they have since agreed to mutually cancel the sale and we have issued a full refund for the customer. We hope that we were able to resolve this to the customer's satisfaction.

In complaint #[redacted], the customer claims that they were turned away at the door with tickets that were purchased through SeatGeek.   The customer mentions that SeatGeek offers a guarantee to protect tickets purchased from our company, in the rare case that they are deemed invalid by the...

venue. This is true.   The customer claims that she has reached out to us multiple time via email. SeatGeek has no record of email attempts from the email provided.   SeatGeek would be glad to resolve this dispute with the customer if they would reach out to us at [redacted] or by calling us at ###-###-#### so that we can begin the investigation to identify what lead to the issue and process the refund for the customer.

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:

While the account was deleted after sending the Revdex.com complaint, they still provided no explanation on why there isn't a method for account deletion readily available to customers/users. I would also like to know why the business does not have any public contact information for reaching them on their website. Again, this is primarily where their service is offered. Future customers should be able to contact the business more easily, find service requirements on the website and also delete their accounts without having to submit a complain to the Revdex.com.Thank you,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer is claiming to have purchased tickets with SeatGeek but we have no record whatsoever of this purchase. The customer spoke to multiple customer service agents all of which could not find this order, searching for the customer’s email, phone number, last 4 of the card, event...

information, value of purchase and date of purchase. Additionally, when a customer purchases from SeatGeek, the charge shows as “SeatGeek” or “Braintree”. We have never seen a SeatGeek charge appear as described by this customer. As a result, we are led to believe this order went through an alternative company.

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]