MrFix It

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 The ticket provider had to cancel this transaction and refund the customerWhile this is rare, it can happen because of the dynamic nature of the secondary ticket marketSellers have limited inventory within each row and once they have sold out, cannot fulfill ordersUsually, refunds are initiated immediately upon cancellation of an orderHowever, our system encountered a bug preventing the refund from automatically going throughWhen the customer reached out informing us of this issue, we manually issued the refund in fullThe customer should now have received their refundOur tech team has since rectified this issue and it will not affect future customersThank you,SeatGeek

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 accountI have tried to locate any correspondence related to this in our system and have found absolutely nothing from this customerOur team is confused as we would have been able to retrieve this order info if the customer provided it to usWe 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 hereOnce we know this information we can proceed with the resolution we see fitIt is not our intention to cause trouble or deprive customers of a live event experience - quite the opposite actuallyAs an overseer of this resolution process, I would very much like to know if we can locate this correspondence in question

Robert did indeed purchase tickets to the Western Conference Quarterfinals: Houston Rockets at Oklahoma City Thunder - Game minutes after the game startedIt 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 regularlyAdditionally, it's very common for customers to travel great distances for the finalsAll 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 orderWith that said, in good faith, we have reached out to Robert to arrange a refundWe are not the merchant of record so we are awaiting additional information from him in order to process said refundI trust this explanation suffices in order to consider this matter resolved

Regarding Complaint ID: [redacted] ; We are still unable to verify the claims made here as we have no correspondence associated with the phone number or e-mail attached to this order which is the same as the contact info provided with this complaintIn fact, the account is under someone else's name that doesn't share any similarities with [redacted] Additionally, this account was never verified for security purposes by the account holder when they placed their initial and only other order back in 2015.Regardless of this, in good faith, we have provided a refund in the amount of $in order to resolve this matterRefund receipt attached.For quality assurance purposes, we are happy to look into this further if we are provided with alternative contact information that may have been used to reach out to us as Sara claims

In case # [redacted] , the consumer reports that she purchased tickets to a StLouis Blues hockey game that were invalid at the gate SeatGeek does not own or hold tickets, and thus does not sell tickets, and thus it is not possible to purchase tickets from SeatGeekSeatGeek is a search engine – like [redacted] – for tickets We crawl the web for ticket listings and present them all in one placeWhen 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, UberSeat 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 orderSeatGeek does not own or hold tickets To request a refund or exchange from SeatGeek for a rejected pending order to an event 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 [redacted]

[redacted] did reach out to our customer experience team after placing this order stating he intended to purchase tickets for July [redacted] and he was told by the representative that his order was not valid for a refund which I will explain in detail as to why the rep came to that conclusionWhen a user accesses our platform, in this case it appears [redacted] did so via a safari mobile web browser, our system utilizes a click tracker which records every interaction with the site once a ticket listing is selectedWe have reviewed this information with our backend staff and they confirmed that [redacted] selected a listing for June [redacted] which then navigated him to the listing review pageThis page displays the section and row of the tickets available as well as event date which is included at the top of the page [redacted] then selected "Buy Now" on the listing page which then directed him to select a quantity of tickets for purchase; the event information is also displayed at the top of this pageHe was next directed to insert his contact and payment information which the event information was present on both of these pagesLastly, he was brought to the checkout page which allows the customer to review the event information before actually placing the orderOur site does not include a button labeled as "Cancel" button on this page but had he selected the "X" at the top in order to close the page our system would have registered that within it's click tracker but our system registers him as having selected "Buy Now" finalizing his order and the tickets were delivered almost immediately followingThe rep [redacted] spoke with had this information available to him during their phone call, which again has been re-reviewed in response to this complaint, and that is why he deemed this order as not being valid for a refund as, per our terms of use, all sales are finalSeatGeek regularly refunds customers when they have a less than ideal experience purchasing tickets, especially if order information was not properly displayed, but in this instance, our system operated as it was meant to and nothing from a technical standpoint went awry hereDuring [redacted] ' conversation, the rep recommended he list these tickets for sale if he truly couldn't use them which [redacted] acknowledged and proceeded to do minutes laterHe did close his listing on the ***, days prior to the event so perhaps he ultimately opted to use the tickets after allHopefully this explanation is found to be sufficient but as always are happy to provide any further details or documentation that would be helpful

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 complaintThis company does not listen to my complaintThe 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 soI was told by another seek geek representative that I initially contacted their after hours service centerThe representative hardly could speak English and refused to listen to meHe never gave me any other options to do and just read a pre scripted formThis 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]

Re: ID # [redacted] - [redacted] ***Dear [redacted] Per my conversation with you today, please let this serve as my official record.I spoke to MrIyer's attorney, Joseph PNigro on or before August 27, and then today I spoke with attorney Nigro's assistant, ChrissyI informed MrNigro that I am willing to accept all demands from MrIyer.We at AAMCO will work diligently to satisfy MrIyer to his satisfaction or we will provide him with a full refund.This complaint is complete at this time.Sincerely,Perry [redacted] Owner/Operator

We fully sympathize with this customer and have been in contact with them since the inception of this payout issueI am copying the latest reply sent in a chain of emails with this customer to give the latest update on the situationWe've since been working with this customer steadily to resolve this issueAt this time Venmo has stated that they are having issues receiving the money, so our finance team is handling it in an alternate mannerWe've promised this customer a payout in some fashion, and want to do our best to get the money to himWe have guaranteed a payout for the customerHere is the correspondence our team member Michael last sent: "Thank you for sending that screenshot to usThis is an entirely unexpected situation which should not happenWe are currently awaiting a reply from the Venmo support team to verify and hopefully clear this as expediently as possibleI see that you had updated your payout information and indeed you should have without a doubt received this payment, which makes this all the more frustrating I'm certainI've been assured by our finance team that this payout was sent, hence the need for further contact with VenmoI thank you profoundly for you patience as we solve this."

Revdex.com: ALTHOUGH SEATGEEK'S RESPONSE IS TOTALLY UNJUSTIFIED, as they have even told me that they will not accept any misuse by anyone selling on their site, and they did nothing to assist me in my claim, I WAS able to miraculously get my money back from the site I do not know if it was through this complaint or through the investigation by my [redacted] card Nonetheless, they have finally released the return of my money I still believe that consumers should be aware and not use this site.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]

The customer is claiming to have purchased tickets with SeatGeek but we have no record whatsoever of this purchaseThe customer spoke to multiple customer service agents all of which could not find this order, searching for the customer’s email, phone number, last of the card, event information, value of purchase and date of purchaseAdditionally, 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 customerAs a result, we are led to believe this order went through an alternative company

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 find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

While we completely understand [redacted] 's frustration, ample evidence was provided to her on May [redacted] demonstrating that the tickets purchased were those that she selected and exactly what were delivered to her by the seller Our map clearly demonstrates that Row is not the front rowI've provided a screen shot of the Busch Stadium's map, which is what was provided to [redacted] during her purchase which also demonstrates that Row A is the front row and Row is technically the 12th rowI understand that she feels this is a misrepresentation but this is how the venue chooses to label their seating and not something SeatGeek has any control over I'd have to infer that the issue here stemmed from [redacted] neglecting to fully zoom in on the map to verify the placement of her tickets prior to her purchaseIn one e-mail she stated "These do not come up when zooming via a trackpad on Apple Macbook." which is the the laptop of choice for every SeatGeek employee so if she had issues zooming in it is an issue with her device and not the fault of our platformAdditionally, we offer zoom buttons in the top right corner on every map as every customer isn't utilizing trackpads Per the terms of use she agreed to at the point of sale, all sales are final which is especially the case when tickets have been delivered in order to best mitigate the duplicate selling of tickets on the secondary market I'd also like to address what I assume was hyperbole but it was in quotations so I felt clarification was neededIn the complaint she states, "To bad, so sad, sell them" was told to her, which is in no way indicative of what any representative said to her and both reps she corresponded with were nothing but cordial and informativeI've provided examples of those correspondences for reference SeatGeek actively seeks to assist customers where there a legitimate issue impacting an order, however, in regards to this order, our platform operated exactly as it should haveI'm confident that my statements above and the evidence provide will demonstrate this and suffice as a means to consider this matter resolved

In this case, the consumer reports that the tickets he received were mismapped at the time of purchase (March 2015)Unfortunately, this is correct, and in our correspondence with the customer, we sent over proof of this fact, which was mentioned in the complaintSeatGeek sources tickets from a wide variety of sources, and in this particular case, the listing that was displayed on the site was displayed incorrectly on the maps that were available in MarchThe listing was displayed in the checkout page as CAT 2, a term commonly used by [redacted] and direct seller markets to indicate a general section of stadium seating for major events like the Women's World Cup FinalThe listing was incorrectly displayed on the map in "Suite 2" instead of CAT 2, a significant difference in locationThat being said, the listing itself was displayed and priced according to the way the tickets were listed on [redacted] .com, where the purchase was processedThe confirmation email that was sent from [redacted] accurately disclosed this information, however it is completely understandable that the consumer would have been unaware what “CAT 2” meant, since even our mapping system was unable to parse that indicationThe broker who listed these tickets through [redacted] priced the tickets according to their own valuation of those seatsSeatGeek does not have any part of the pricing of tickets that appear on the siteThese tickets were listed correctly by [redacted] as CAT and the pricing was determined prior to the tickets being mapped on SeatGeek.The consumer indicates that SeatGeek does not give tickets that are selected on the screen, but gives tickets that are deemed comparableAfter reviewing our correspondence with the consumer, this is not the information that was provided, but we can see where the confusion occurredAll tickets sold on SeatGeek are listed by the company directly selling the tickets, and they are listed and priced according to the valuation determined by the company selling themIf a listing is inaccurate, the selling vendor is responsible for adequately compensating the consumerAlternatively, if SeatGeek is at fault for mapping a listing inaccurately, we take the means necessary to resolve the situationBecause these tickets were not mapped correctly, we offered the consumer a 40% refund if they would like to keep the tickets that were purchasedAfter reviewing the complaint and the situation from start to finish, we have determined that customers request for a full refund is perfectly reasonable, considering the importance of the event and the general frustration caused to the customerThis has been a long, drawn out process that should have been resolved soonerThat being said, we have reached out to the customer to let them know that we will be issuing a refund for the remainder of the cost of the order, honoring their request in this 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 refundsI 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 hours Best, [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 wayUnfortunately, as stated in our terms of use, all orders are final once submitted due to the nature of the secondary marketWe are a broker exchange and different brokers list these tickets through SeatGeek, so tickets cannot simply be exchanged or cancelledWhile most tickets are available right away, some venues enforce delayed releases on tickets sold to the secondary marketThis is not controlled by SeatGeek or the sellers, but the venueWe 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 deliveredThe 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 venueAs soon as this ticket is delivered to the seller, it will be provided to the customerWhile the seller does not have this ticket in hand, it does belong to themInventory works differently on the secondary market between venues and sellers than if this were an individual buying directly from the venueWe 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 deliveredUnfortunately, because this order was processed in accordance with our terms of use, we are unable to issue a refund for this orderI have included our Terms of Use: [redacted]

In case # [redacted] , the consumer reports that he purchased tickets to Cleveland Browns at Baltimore Ravens but did not receive them from the seller, [redacted] SeatGeek does not own or hold tickets sold through 3rd party sellers, and thus does not sell these ticketsSeatGeek is a search engine – like [redacted] or [redacted] – for tickets We crawl the web for ticket listings and present them all in one placeWhen 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 sellerSince SeatGeek is not a party in the transaction, we don't have the ability to do things like refund back onto a customer’s card or modify a consumer's orderSeatGeek 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] [redacted] unexpectedly went through a liquidation crisis recentlyThis was a highly disappointing and unexpected developmentWe were told by [redacted] ’s seller, that this customer would not be affected by the crisis which is why no notification email was sentWe have suggested that the customer contact their card company to find out whether they may be entitled to reverse the associated charges As a courtesy, we also offered to purchase replacement tickets for the customerAs mentioned above, as we are not the company to charge the customer’s card, we are not able to refund the card directlyWe have also offered to provide courtesy compensation 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 resolvedIf 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 have determined that my complaint has NOT been resolved becausei I bought the tickets through seat geek they should do due diligence to help the customers fulfill their request In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]