Mr. Fix It

We have carefully reviewed the e-mails that were sent to the customer regarding this orderIt does not specify on any e-mail a time frame the tickets will be delivered inThe 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 shortlySellers are expected to confirm or reject an order within 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 hoursAdditionally, it has come to our attention that the customer has submitted a chargeback for this order with their financial institutionBecause a chargeback is active, we are unable to take any action on this order or to refund itHowever, in accordance with our terms of use, we would still be unable to issue a refund even if a chargeback were not filedWhile 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 disposalAdditionally, 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 eventI would like to emphasize that while the seller does not have these tickets in hand, this ticket is confirmed and belongs to the customerMany venues enforce a delayed release on tickets sold to the secondary marketInventory simply works differently, but the inventory that has been sold belongs to the sellerAdditionally, the customer's order is protected by the SeatGeek guarantee

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 toFurther 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 useSeatGeek terms of use clearly state that sellers must list valid tickets to the SeatGeek MarketplaceThe 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 claimThe 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]

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 cancelationThe 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 ticketsSeatGeek is primarily a search engine – like Google or Kayak – 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 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 orderSeatGeek 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 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 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]

We certainly empathize with the ordeal [redacted] went through on the July [redacted] which is certainly not what we won't someone to go through when utilizing the SeatGeek marketplace to purchase ticketsWith that said, we do feel that this complaint is lodged towards the wrong partyIn regards to ***'s order, SeatGeek acted as a tickets search engine which connected him with the ticket vendor FanXchange who was the merchant of record and whose terms and conditions he agreed to at the point of purchaseI assume the customer service representative he spoke with was a FanXchange rep as we don't have any record of him speaking with one of our reps directly regarding his orderGiven that SeatGeek was not the merchant of record, we are unable to offer anything in the form of compensationHowever, for future reference, if a customer does have an order where SeatGeek is the merchant of record and that order is confirmed but the seller does not fulfill it, SeatGeek will purchase replacement tickets at 200% the cost of an order at no additional cost to the customer in order to ensure they are able to attend the eventIf [redacted] believes something did occur with his order that was in contrast to FanXchange's terms and conditions and he feels is not being provided with adequate support from their frontline reps, we encourage him to reach back out to them directly to speak with a manager as the onus falls on them to remedy any issues impacting a customer's orderI've provided a link to their terms and conditions as well as their contact information for reference [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 find that this resolution is satisfactory to me and the matter has been resolvedI have seen the refund posted on my credit card statement this morning Sincerely, [redacted]

Arnold reported his tickets as invalid on which triggered an investigation into his claimThat investigation began the following business day on April ***The investigation concludedon at which point we requested information for his refund which was provided to us on and his refund issuedI've attached a copy of his refund receipt for reference

Whenever we are alerted of an invalid ticket sale by a ticket broker or individual user re-listing tickets, we conduct an investigation into the claim and allow the seller time to explain what possibly could have occurred that lead to the invalidation of the ticketsWe also provided [redacted] with a survey on 6/**, requesting any information provided to her by the venue when she attempted to use the tickets, which she responded to on 6/**We reached out to [redacted] today, Sunday the ***, informing her that we have concluded the investigation which found that she was indeed provided invalid tickets and that we have issued her a 120% refundPer our seller terms of use, we penalize sellers who provide invalid tickets by making them provide the buyer with an additional 20% refund as a deterrent to such activityAs we have provided [redacted] with 120% refund we trust this suffices as a means to consider this matter resolved

Upon further review, ***'s e-mail expressing his concerns went completely unanswered by our customer experience team which is not reflective of our standards and regardless of the situation, he rightfully deserved a responseFor that reason alone and in good faith, we have issued a refund in the full amount of $A receipt of the refund is attached

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 resolvedI believe the business only responded to this complaint because I notified the BBCPrior to Revdex.com involvement there was very poor communication, and no resolution for weeksWithin hours of Revdex.com involvement the resolution was met Sincerely, [redacted]

In case # [redacted] , the consumer reports that he purchased tickets to the Tori Kelly show in NYCSeatGeek 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] , ***, 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, 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 sellerSince 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 refundfrom [redacted] (the popular local search engine & restaurant review website) for finding a hair in your soupThe 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]

I do regret if we did not answer the ***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 useHowever, 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 orderThe order was placed at 4:pm et and the order was rejected by FanXchange at 5:pm et, an hour and eleven minutes after it was placedWhile rejections are relatively rare, they are more common on the day of the event, depending on the level of demand for the eventCancellations 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 $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 meHow can I contact the seller? To get a refund Sincerely, [redacted]

I believe ***'s confusion here stems from his interpretation of the following statement made in our last response"We do not in any way guarantee the capability to re-list tickets this far in advanceIn fact, per our terms of use, it states that it is prohibited for non-vetted/licensed brokers to list such tickets on our marketplace." In no way were we implying that it is illegal to list tickets on the SeatGeek Marketplace, we were simply stating, as it does in our terms of use, that we do not allow non-vetted and licensed sellers to list tickets prior to having them in their possessionOnce these tickets are delivered to ***, he can list them as neededThere are other secondary ticket markets that do allow the listing of tickets prior to having them in possession so we would recommend he look into that as an option if he does need to list the tickets prior to their delivery after the delayed release is lifted by the 49ers.Additionally, we have thoroughly reviewed every interaction he has had with our customer experience team and each of the reps he corresponded with were consistent in their explanation of his order and the delayed release his tickets are beholden to which again, is a policy being enforced by the 49ers and is not something SeatGeek can alter or expedite in anywayWe continue to stand by our position that this order will not be cancelled as per our terms of use, all sales are final and there is nothing regarding his order that runs contradictory to our terms which [redacted] agreed to at the point of purchase or that of SeatGeek's 100% buye guarantee which his order is protected byI've provided a link to both our terms of use and buyer guarantee for reference [redacted]

While we completely understand ***'s sentiment in wanting their tickets ASAP, there is nothing SeatGeek specifically can do to expedite the delivery of their tickets for this football game in NovemberThe reason these tickets are not available is because it has increasingly become a sporting industry standard to enforce delayed releases on e-tickets where teams and/or venues will not release tickets to the public until much closer to the game in order to heighten security and validity of tickets, which is the case hereFor a few seasons now, the 49ers (Levi Stadium) have enforced a hour delayed release where e-tickets aren't made available until days prior to a gameNow this may change as the season gets closer where tickets are released by an earlier date but this delay is what is currently being enforced by the teamOnce the tickets are released, [redacted] would then have the opportunity to sell their tickets which is an ample window in order to recoup their cost if needed.Now, whether it be [redacted] etc, every secondary and even primary ticket markets are beholden to these policies [redacted] specifically mentioned in one of their correspondence with our customer experience team, that they never have this issue when ordering from StubHubStubhub, however, are also not releasing e-tickets until much closer to this game which can be verified via one of their listings for this gameBelow is a link to their listing page for reference [redacted] As SeatGeek in no way said or guaranteed these tickets would be available by now, per SeatGeek's buyers guarantee and terms of use, we guarantee these will arrive in time for the event and all sales are final so we are unable to cancel or refund on this order [redacted] will simply have to be patient and await the delivery of their tickets once they are released by the 49ersAgain, we completely understand ***'s request to have their tickets delivered by now and if we could make it so tickets were ready for delivery upon purchase we would, but as SeatGeek is the secondary ticket market we are beholden to team/venue based policies regarding the delivery of tickets.I trust this explanation suffices as a means to consider this matter resolved.SeatGeek CX

We regret that the customer was dissatisfied with his interaction with SeatGeekThe customer reached out to explain that he had made an error in buying wheelchair accessible ticketsThe representative assisting him explained that in accordance with our terms of use ( [redacted] , because we are a broker exchange, our inventory works differently from the primary market, and once orders are submitted, they are finalIn this case, these tickets were in Row 35WC and clearly marked as "ADA/Wheelchair Accessible," on the listing, which was visible before the tickets were purchasedBecause the tickets were properly represented by the seller, we were unable to cancel the orderAdditionally, we explained to the customer that the tickets could be easily listed for sale on our SeatGeek Marketplace, which we have in place for customers who are no longer able to use their tickets or do not want themMost tickets on the marketplace sellThe customer was not satisfied with this option, so we have since been able to come to a resolution with the customer

We have reviewed the response made by the consumer in reference to SeatGeek's response to ID# [redacted] .Looking into the correspondence on our side, we had two employees (which includes one of our team leads) go above and beyond our usual protocol on June [redacted] and reach out to TicketCity about the customer's orderA representative from TicketCity responded acknowledging the issue and committing to resolve the issue with the consumerWe've included a screenshot of the conversation, which includes timestamps: [redacted] This is an issue that only the direct vendor, TicketCity, can resolve and one that they have indicated that they will resolve with the consumerAgain, SeatGeek is a search engine for ticketsThe 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 sellerSeatGeek's role in this issue should be considered resolved

In case # [redacted] , the consumer reports that he was charged for tickets to an event that he had previously believed he hadn't purchasedSeatGeek 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] , ***, 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 cancel or modify a consumer's orderSeatGeek does not own or hold tickets To request a refund or exchange from SeatGeek for a vendor error would be like requesting a meal from [redacted] (the popular local search engine & restaurant review website) for finding a hair in your soupTo make this even clearer for customers, we include verbiage in error messages that states, "We're sorry, the market is having trouble processing your orderPlease check your email to verify your transaction was not completed." 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]

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