SeatGeek

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 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 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 refund back onto a customer’s card 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].
 
[redacted] unexpectedly went through a liquidation crisis recently. This was a highly disappointing and unexpected development. We were told by [redacted]’s seller, that this customer would not be affected by the crisis which is why no notification email was sent. We 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 customer. As mentioned above, as we are not the company to charge the customer’s card, we are not able to refund the card directly. We 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 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]

In case #
arial; font-weight: bold; font-stretch: normal;">[redacted], the customer reports that their tickets did not get them into the event and that the resolution offered was not satisfactory.
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. Normally, replacements can easily be transferred into the customer’s SeatGeek account and they can use mobile entry to get into the event. However, the customer did not contact our team until the following day, leaving us with no option to replace his tickets (free of charge) so he could still attend the event.
The other option offered to the customer is a refund of 120%. We extended the offer of a refund in full (plus the additional 20%) to the customer on December [redacted]. We are happy to still try and provide the 120% refund but we never received response from the customer. From our records, the last time the customer reached out was on December [redacted]. We are only able to refund 100% back on the card and any additional refunds are issued via [redacted] or check. Without the customers [redacted] details or mailing address, we are not able to refund the customer their extra 20%. We have now refunded the 100% to the card, so this is considered as resolved as it can be on our end.
While we understand the frustration that invalid tickets can cause, we are bound by clear policies for reimbursement amounts and have offered what we can at this time. The terms and conditions that the customer agreed to at checkout outlined these policies and made them clear.

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]   P.S
I still feel that as the service provider or host site you should work better at assuring you customers you will only deal with top notch outsourced companies. It is to my understanding there is a history of this type of activity on the app with your company. Simply holding standards as to who you do business with will extend a far further to welcome customers and have them extend a worthy review. I assure your app benefits from any business conducted on your  behalf. There fore a poor experience does not reflect on your third party but on the service you provided.

In case #
initial;">[redacted], the consumer reports that he purchased tickets to a NASCAR event.
 
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], [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 or exchange from SeatGeek for invalid tickets to an event would be like requesting a refund 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].

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.
 
Hi [redacted],
 
On Friday...

afternoon, we received a call regarding the order that had been placed and I feel that we can resolve this issue directly with the company. As such, I would like for this compliant (#[redacted]) to be closed out.
 
Thanks,
 
[redacted]
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 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]

While we completely sympathize with [redacted] predicament, the resolution provided over the course of many phone calls with our customer experience team aligns with the terms and conditions she agreed to at the point of purchase. SeatGeek acted solely as the marketplace for this event, allowing [redacted] to...

choose among dozens of sellers that had listed tickets for this event. As we are not the stock supplier of tickets, we are unable to offer exchanges or cancellations on an order once they are placed. SeatGeek goes out of it's way to correct any valid issue presented by a customer. Unfortunately, this is not the case as the tickets delivered were the tickets selected for purchase; this is simply a matter of the order info not being thoroughly reviewed at checkout before finalizing the order. We attempted many times to provide [redacted] with an alternative here and we truly wish [redacted] would have heeded our advice and re-list these tickets for sale as a means to recoup her cost. Once they were delivered on 5/**, she would have had 9 days to do so which is plenty of time to recoup the cost for a popular event such as the Eastern Conference Finals. I trust the explanation above suffices as a means to consider this issue resolved. SeatGeek's Terms of Use[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]

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]

I was completely swindled. I purchased 2 tickets for my 70 year old father and I to go see Bruce Springsteen (his longtime idol and something on his bucket list) as a big Christmas present for him. It was $200 / ticket and was my absolute max price range I could afford.
Some time later right before Christmas, I received an email from the vendor that Seat Geek used (Razorgator) that they were not going to honor the purchase even though I had two confirmation emails (Tickets on the way, etc). When I checked to see if I could purchase new ones, ticket prices were suddenly 3x what they were before and way out of what I could afford.
After reaching out to both Seat Geek and Razor Gator I was given no reasonable explanation. They seemed dodgy, told me I had no recourse and that my only option was to basically buy back my, or similar, tickets at the now higher price.
SeatGeek is responsible for vetting their vendors that offer tickets and making sure they honor their sales. They offered me NO protection or assistance when I was victimized by their vendor. This just seems wrong to me and more wrong when I discovered other people falling victim to the same scam in an article about a similar company Stub Hub. [redacted]
This seems wrong to me, and I hope someone puts a stop to it.

In case #[redacted], the consumer reports that he purchased tickets to a Kansas City Royals baseball game that were cancelled.
Arial;">  The consumer also states that he ordered his tickets from a company called [redacted], not SeatGeek.  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 – exactly 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 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 or exchange from SeatGeek for a rejected pending order to an event would be like requesting a meal from Yelp (the popular local search engine & restaurant review website) for a restaurant running out of a certain dish during the lunch rush.   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].

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 complaint. In 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 $58 in order to resolve this matter. Refund 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.

Better Business...

Bureau:
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]

As you can see my card was charged then refunded

In Case #[redacted] the consumer was refunded the full amount requested in the complaint on December [redacted], 2014. Here is a screenshot of the confirmed payment to the consumer from [redacted].[redacted]We consider this case to be resolved.

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]

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]

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

They are clear and upfront about fees. I had a problem with a ticket that was for a different day than I ordered. I rearranged plans to use the ticket on different day. Customer Service was responsive. I requested a partial refund for the inconvenience, and they gave me 50% back, which was more than I expected. Some issues to improve upon: Confirm the ticket info before offering it for sale; ticket prices for a certain section should be consistent from one web page to the next. I've purchased tickets from them several times. Prices are better than [redacted] and [redacted].