SeatGeek Reviews

Hi Anna,

I am happy to take a look into this for you. I am sorry to hear the seller cancelled on your tickets last minute. We did try to utilize over our guarantee by refunding at 150% here.

It seems like the purchase amount has been refunded to you but there is some delays with the PayPal portion. I will follow up with you with a private response and make sure this gets resolved ASAP.

Warm Regards,

SeatGeek CX Team

Hi Brandon,

Thanks for the kind words!

We're glad you're enjoying our service and will keep working hard to make even better each and every season!

Warm Regards,

SeatGeek CX Team

Hi David,

We understand that fees are not something people find pleasent. We do need them to continue to operate our platform and continue to make it better. That said, we do try to provide some services to help. One of them is price matching, where if you can find the same tickets elsewhere for cheaper, we will give you 110% of the difference as a promo code to assure we have the best price on the market!

As for the obstructed view, that should generally be noted if it is the case. Some venues consider that part of the experience but I will reach out and see if there is something we can do to make that right. We can't list the seat numbers as our sellers generally are selling tickets and are trying to make sure they get split in a way to best sell.

Warm Regards,

SeatGeek CX Team

Hey Kristen,

Fully understand your concern here.

We can be contacted via phone or email. I am sorry that information was not more readily available, it is something we are working on.

I have taken a look at your order and reached out to you directly. I can let you know these tickets have already shipped. If they hadn't we do back confirmed purchases with our guarantee and would've made sure you got replacements or a 120% refund!

Warm Regards,

SeatGeek CX Team

Hey Kyle,

I fully understand your frustration here. I am sorry the tickets did not arrive and got lost in shipping. They got shipped close to the show as that is when the venue provided the tickets to the seller, sellers have differing relationships with venues and they send the tickets as soon as they have them in-hand.

Usually these tickets get where they are going, but we don't have control over UPS or FedEx. When they are lost like this we do eat the cost and refund fully. Unfortunately sometimes if this happens tickets are then more expensive.

Again, our apologies for this.

Warm Regards,

SeatGeek CX Team

Hey Trevor,

Thank you for letting us know your experience and really sorry this caused you to miss a part of the game. While the error sounds like it was with the third party service we need to use to transfer the tickets, you got them through us and we want you to have a good experience when you attend live events.

I will be reaching out to you directly and seeing what we can do to resolve this. We are also available via phone in the future should anything like this ever happen again.

Warm Regards,

SeatGeek CX Team

Hi Chelsea,

Sorry to hear that your tickets are still in a pending state, they should've been confirmed by now.

I am going to send a private message to see if we can figure out what is going on and make sure that we get this resolved for you.

Warm Regards,

SeatGeek CX Team

Hi Jennifer,

Sorry to hear that your tickets have not arrived. We don't have control over UPS if they misplaced your parcel, which is why we would've directed you to them.

Please know that if the tickets don't reach you due to UPS delivery issues, we will still refund you. Please reach back out to us for further updates or if UPS cannot help you locate the tickets.

Warm Regards,

SeatGeek CX Team

Hi Amy,

I understand that this situation was frustrating for you, let me assure you that you do have recourse through SeatGeek. If a seller fails to fulfill tickets by the day of the event, we will refund at 120% or find replacement tickets. We can't always assure the way the tickets are fulfilled though. Sometimes a seller is under the impression the venue will delivery hard stock tickets and the venue changes to be mobile transfer, in these cases the delivery method may change.

If your tickets did not arrive prior to the game, please contact us and we will make sure our guarantee is utilized so you can attend the game or get a refund.

Warm Regards,

SeatGeek CX Team

Hi Deandra,

Very sorry to hear of the experience you went through here.

I will be reaching out to you directly to find a resolution for this.

Warm Regards,

SeatGeek CX Team

Hey Justine,

Very sorry to hear about the experience you had trying to attend the Jennifer Lopez concert. That is not the situation we would ever want any of our ticket buyers to find themselves in.

If a seller incorrectly fulfilled your order, know you are protected by our buyers guarantee. Please reach out to us and we can see what happened and get this resolved.

Warm Regards,

SeatGeek CX Team

Hi Lisa,

We do offer price matching, if the tickets are found to be cheaper elsewhere prior to purchase or within 10 minutes. The way our price match works is we give a 110% of the cost difference as a promo code. This is to assure the purchase is the cheapest available. We don't do refunds for this service.

Our policy is that all sales are final, we are a secondary ticket market so connect buyers to sellers. Which means we can't cancel sales once they are confirmed by the seller. The price match is a service we offer due to this.

As for the delivery of tickets, sellers have different arrangements with venues on when they get tickets due to security. So the in-hand date is latest date the seller will get the tickets.

Hope this clear up some of our policies.

Warm Regards,

SeatGeek CX Team

Hey Sarah,

Sorry to hear that you have had such a frustrating experience with your purchase here! Let me shed a little light on the process.

When you checkout the delivery method is indicated, in this case mobile transfer. The notice that pops up saying it will be delivered through a third party service is to let you know to not expect the tickets in the app. That is also why we follow up with that email you received!

The use of third party applications to send tickets is actually set by the venue/team/artist. We try to keep tickets in app as much as we can, but when an event requires a certain platform that is how the tickets end up being transfered.

We do have people here always willing to assist. We can be reached via phone or email, or on your ticket page utilizing live chat! Even though this event has already occurred, please still reach out to us. We are happy to check what happened and find a resolution.

Warm Regards,

SeatGeek CX Team

Hi Ashley,

I am more then happy to help here!

If you give us a call, we will be able to process that refund due to your flexible ticket insurance!

I will make sure our team knows that the information is not pulling up on Google, so we can work on making sure this information is easier to find for people in the future as well.

Warm Regards,

SeatGeek CX Team

Hi Celia,

First of all, we are very sorry to hear about your negative experience trying to get tickets to see Billie Eilish. Our goal is to help people see events and this didn't work how it should for you.

As for the charges on your account, anytime a purchase is attempted we place a hold on the card used. This actually isn't charged through our system and processed until the order is confirmed by the seller. So while you will see it on your card statement those holds are released as soon as the order is cancelled. Depending on your card issuer those generally fall of rather quickly and should be gone within 24 hours.

Still, given this experience I will be sending your a private message and seeing what we can do to assist and hopefully find a better resolution for you.

Warm Regards,

SeatGeek CX Team

Hey William,

We can understand the frustrations you have had with purchasing these tickets. It is understandable that when you see something for one price you are hoping to get it at that price.

We currently don't have an actual shopping cart feature, just standard checkout once you select your tickets. As we are a secondary marketplace, the prices are actually set by the sellers and not by SeatGeek. Which means if they update their listing in real time what you experienced can happen. Our team is always looking at ways to improve our platform, so feedback such as this is helpful.

For your particular instance here, I am happy to assist. I will Private Message you in addition to this response. I think I can offer some form of promo code for the difference here. As for your concerns about your credit card information, you can remove that from your account anytime so that it's not stored in our servers.

We try to provide the best service we can by running hours until 8 PM in PST, but know some events may start later.

As for charging back, if you do issue a chargeback we are always fully transparent and compliant with all card issuers and will share all the information we have with them. This allows them to make the most informed decision when it comes to how they wish to proceed.

Again, please respond to my private message here and I will see what I can do for you.

Warm Regards,

888.506.4101

Hey Robert,

Really sorry to hear about your experience, it sounds like you didn't get to see a concert you were looking forward to due to misleading information from the event staff!

Don't worry, our goal here is to make sure you have a good experience when you go to live events. I have already reached out directly to you. Please get in touch when you have a chance and we will find a resolution to this for you.

SeatGeek CX Team

Hi Peter,

We can fully understand the frustrations with not getting the tickets you selected. This sort of thing is rare, but occasionally happens. You are never under any obligation to take replacement tickets that are offered by a seller who cannot fulfill the original order, that is why we have our guarantee.

When a seller can't fulfill and you don't want the replacements that are offered we can do one of two things. One is refund at 120%, that is 20% above what you paid. The other is to find replacements for you that are comparable or upgrades, this is pending availability as we only have access to what is being sold on our site.

In this case the replacements offered by the seller were not good, but we also didn't have replacements that worked for you and you declined the refund. I understand wanting to still go to the game and we are happy to provide a promo code and partial refund for the inconveniences here.

Warm Regards,

hi@seatgeek.com

Hey Caroline,

Really glad to hear you've had such a great experience with our platform!

We will keep working to improve and stay the best place to get your tickets for events.

Warm Regards,

SeatGeek CX Team

Hi Wendy,

It seems like you are having a frustrating time with your order here. We do hear your concerns and I'd like to address them.

Our policy is that all sales are final, once you make the purchase and the seller has confirmed the order the sale is finalized. We do notify at the time of purchase that tickets are for the section and row selected, but we do not assure any specific seat numbers. This means tickets can be anywhere in that specific section and row, we have that notification to make sure buyers are aware prior to purchase.

What you declined wasn't the purchase but the ticket transfer, with this venue the tickets need to be delivered via a third party app. So the seller fulfilled using that app. Declining the transfer is not declining the purchase, that was already made when you placed your order. What we can do if you declined is have the seller transfer those tickets again. Simply not accepting the tickets does not cancel out the order.

If you no longer need the tickets you purchased, you can resell them.

Please call us at 888.506.4101 if you have any further questions about our policies or this order.

Warm Regards,

SeatGeek CX Team

Hi Sara,

So glad you are enjoying our platform!

If you like our feature to show prices with fees, you'll love some of the new things we are adding this year to make SeatGeek even more user friendly and the buying experience better!

Warm Regards,

SeatGeek CX Team

Hey Sean,

Sorry about any confusion you had prior to the match!

Taking a look it looks like originally this was going to be fulfilled via mobile transfer, so we sent the instructions as such, but got changed and we fulfilled in the app. Usually when a change is made we try to make sure the customer is informed.

We will strive to make sure changes get notified to you in the future and thanks for being such a great and loyal customer. If you ever run into any issues like this again please call us. Our team is always ready to assist.

Warm Regards,

SeatGeek CX Team

Hey Danielle,

Sounds like that was quite a anxiety causing experience!

Different venues have differing restrictions, so sometimes they require the use of AXS, Flashseats, or Ticketmaster - which is why we had to fulfill the tickets that way. When it's going to be a third party app we try to make sure our sellers have the noted on the listing. So if you want you can possibly avoid using them in the future.

While this was an AXS outage, we still want our customers to experience live and have a great time. As a courtesy I have applied a promo to your account for a future purchase! Our way of helping you have a great experience in the future!

Warm Regards,

SeatGeek CX Team

Hey Stephen,

Sorry for the confusion when it came to setting up your account to sell tickets. We realize not knowing that you had to have your bank account setup and verified meant you lost out on an opportunity to sell your ticket!

What we can do is apply a $40 promo credit to your account you can use on a future purchase as a courtesy. While I know this is not the same as making a sale it's out way to show that we do understand the frustrations you faced.

Warm Regards,

SeatGeek CX Team

Hi Jonathan,

I am very sorry to hear you went through such a traumatic experience. It is clear you just wanted to provide a wonderful experience that ended up going sour. This is not what we want for anyone who uses our platform.

You are protected by our guarantee, so we will be able to refund this order at 120%. I am going to reach out to your directly so we can talk and find a way to hopefully make the best out of a bad experience.

Warm Regards,

SeatGeek CX Team

Hi Ronald,

I am very sorry to hear you had a less then desirable experience with our customer service team! In many cases our standard policy is that all sales are final, though it sounds like there may have been some mitigating circumstances which required a little more then the standard policy.

I have reached out to you directly and will work with you to find a resolution for this issue.

Warm Regards,

SeatGeek CX Team

Hey Christy,

Thank you so much for brining this to our attention. I have already let our team know that the listing for these events is incorrect, so that we can get them changed accordingly! Our system searches for all available shows and it seems in this case we pulled information that was not true of all these dates.

As for your specific situation, I am reaching out directly to make sure we find an acceptable resolution for you.

Warm Regards,

Locke at SeatGeek

Hey Day,

So our policy when our sellers cannot fulfill is to offer either a 120% refund of the order or to find replacement tickets that are comparable or upgrades if any are available. We leave that choice up to the customer and make sure that the replacements we are getting are ones that the customer has agreed to.

We do take things very seriously when our sellers fail to fulfill tickets, which is why we offer the guarantee! We know prices can increase which is why we offer our refund above what was paid. In this case it seems you opted for replacements.

Please feel free to call us and one of our event experts will happily take a look at what happened here for you!

Warm Regards,

SeatGeek CX Team

Hey There,

It sounds like you had a lot of things happen that made it prohibitive to go to the event you had tickets for! We do understand that life happens, I have sent an email directly to you so we can talk about ways to find a resolution.

In the future, if you can no longer attend an event please feel free to call us directly. We are always happy to see what we can do to assist!

Warm Regards,

SeatGeek CX Team

Hi Gary,

I am sorry to hear about this experience you had with SeatGeek. I will be taking a look into it.

I believe what may have happened here is that there are pending holds on the account, prior to a sale being made our system will put a hold on a card to verify that there are funds there. These holds generally fall off within 24 hours as we do not process them.

I will be reaching out directly to make sure this has been resolved for you.

Warm Regards,

SeatGeek CX Team

Hi Krista,

So when things like this happen we never expect for you to take the replacements, your order is also always backed by our guarantee! This means we take it very seriously and refund at 120%, so an additional 20%. If you could please send me a private message here with your order information or give us a call at 888.506.4101, we will make sure you get that refund.

The reason we offer refunds above what you pay when this happens is that we do hold our sellers accountable and want to make sure if something happens we can take care of you.

Warm Regards,

SeatGeek CX Team

Hi Jim,

I can fully understand your frustrations with the price of the tickets. Unfortunately, we are a platform for the secondary marketplace, which is a where people come to resell tickets. This means sellers decide how much they want to charge for a ticket, which depending on the event may be well above the primary ticket cost.

As for delivery, our sellers have varied relationships with venues and that dictates when those venues release their tickets to them. Sellers send tickets as soon as they are received from the venue. This means if for security tickets are released closer to a show date that is when they will be delivered.

We know this can cause anxiety which is why we protect our orders with the SeatGeek guarantee. This means if a seller fails to fulfill a confirmed order, we will either refund you at 120% of the order price or source you comparable or upgraded ticket replacements at no additional cost to you.

Warm Regards,

SeatGeek CX Team

Hi There,

So venues and performers will often set the type of tickets they accepted. In this case tickets are being delivered to the seller via mobile transfer, which is why that method was what was used to send you the tickets. You will be able to get them to your parents by using the transfer feature in the app to send them to your parents.

I do get the frustration and the concern, but when a venue is set for mobile entry we don't have the ability to fulfill the tickets with PDFs or hard stock.

Warm Regards,

SeatGeek CX Team

Hey There,

SeatGeek is a secondary ticket market, that means our prices are set by those looking to resell their tickets. Often times this can be above the face value of a ticket on a primary market place, though there are times when prices will fluctuate to below the primary price point!

Ticketmaster was used as a delivery vehicle for your tickets on this order due to the venue requiring it, so the seller of your ticket transfer the ticket via their app.

As for fees, we strive to be competitive and have the best prices on the secondary marketplace. If you can find the tickets priced better on a different platform we will price match and discount it 110% of the difference.

Warm Regards,

SeatGeek CX Team

Hi Heath,

We are very sorry to hear about this negative experience you had with our service. This is not the ticket buying situation we want for any of our customers.

You are protected in situations like this where the seller fails to fulfill. It looks like we did already refund this order at 120% due to it not being fulfilled. Sellers failing to fulfill orders is a rare things which is why we back our orders with the guarantee that we will source you replacements that are comparable or refund at 120%.

Warm Regards,

SeatGeek CX Team

Hi Jennifer,

I am sorry to hear about the frustrations you had with your tickets! Taking a look at your order, it looks like our team was able to get this resolved for you.

In the future if the speed that they are handling things through email is a bit too slow please give us a call at 888.506.4101 or just sign in to your SeatGeek account, go to your order, and use the chat feature to get a direct line to someone here!

Warm Regards,

SeatGeek CX Team

Hey There,

Really glad to hear that you have a wonderful experience using our app, and we always strive to make it easy to use!

As for the prices and selection, we are a secondary ticket marketplace. That means the prices for the tickets are set by the sellers themselves, much like someone selling an item on Ebay. So we don't have much control over that as they set prices based on what they feel people will pay for tickets. As for the selection, we strive to have a very robust selection comparable to any other ticketing site, that said some events may not have as many people selling tickets or may have had the bulk of those tickets purchased.

Warm Regards,

SeatGeek CX Team

Hey Tina,

We can definitely understand the concerns that would be caused by a seller requesting you to get your tickets at their private residence. We will be sure that we fully investigate what occurred here to make sure things like this do not happen in the future. We have set rules in place for our sellers and it should never cause anyone to feel uncomfortable when trying to claim their tickets.

We are fully committed to reaching a resolution on this and will be reaching out to your shortly to do so.

Warm Regards,

SeatGeek CX Team

Hey Barry,

We can fully appreciate the frustrations that can occur when events reschedule. In this case the date that was listed was the one being provided at the time by the venue. However, in sporting sometimes these dates change. Our policies are that events that are rescheduled are not refundable and due to the nature of the secondary market, we cannot do exchanges.

That said we can on a case to case basis look at a situation and see if we can assist. Please send us an email or call us and we will be happy to see if there is anything we can do to help resolve this issue for you.

Warm Regards,

SeatGeek CX Team

Hi Matthew,

We understand the frustrations that you have faced with your orders.

The reason for the third party delivery is set by the event/venue and isn't something we have control over. So in these instances where they require Ticketmaster, Flashseats, or some other such app that is how our sellers have to deliver the tickets. As you found out we are always here to make sure those tickets get sent or retransferred as needed.

We don't keep the inventory ourselves, which is why we need to reach out to our sellers to get them retransferred and likely why you experienced a delay. In the future when purchasing tickets if you look at the listings they will say if they will be fulfilled in app, shipped, put at will call, or mobile transfer. That way if you don't like the delivery method you don't need to get those tickets!

Warm Regards,

SeatGeek CX Team

Hey There,

We are very sorry to hear that your day was cut short by this experience. It is very rare but sometimes an order cannot be fulfilled by a seller, in these instances we take it very seriously. That is why when we refund we refund the order at 120% OR look find replacements that are comparable or better at no additional cost. In this instance it sounds like we refunded with the 120%.

Warm Regards,

SeatGeek CX

Hey There,

Thank you for letting us know your experience with out platform. I do understand you had an unfortunate experience with your tickets here and would love to help you get that resolved.

The MLB has required that tickets be delivered this year through their new MLB Ballpark app. So that means all tickets have to be sent through that. So for the first time getting tickets this season it requires you use the accept tickets link in the transfer email sent from the seller. After that you have to download and MLB Ballpark app and use the wallet option to link your account. After that tickets will show up. The good news is this only has to happen once to link the account up.

This process is the same if you buy tickets from the box office, another secondary ticket market, or us. That said, we do want your experience to be good and this one was not. If you reach out to us at support@seatgeek.com or call us at 888.506.4101 we will be happy to see what happened and look at further resolving this for you!

Warm Regards,

SeatGeek CX Team

Hey There,

I understand this has been a very frustrating experience for you and your husband, we want to do our best to help you here.

The requirement to use the MLB Ballpark app is one that has been mandated by the MLB for this baseball season. Therefore all tickets purchased have to be transfered through this application. We don't want your experience with us to be negative though, I will reach out to your directly to see if we can do our best to find a resolution to this issue and help you get these tickets.

Warm Regards,

SeatGeek CX Team

Hey There,

In instances where tickets are ordered close to a major event, there is sometimes delays between when the seller confirms and order and when those tickets are fulfilled. In all instances tickets are delivered at least 24 hours prior to an event when the order is placed at least 48 hours prior. If your tickets are purchases closer to the event those tickets may be delayed, but will always be delivered prior to the event.

If you ever have any questions or concerns, you can reach us by using the app to send us a chat request, emailing us or calling.

Warm Regards

SeatGeek CX Team

Hey There,

Rest assured your tickets are protected by our guarantee in the event anything does happen, but in this case the issue stems from changes the venue has made to the delivery method of the tickets. When a seller lists their tickets on our platform, they list with the knowledge they have of how they will receive their tickets from the venue. Sometimes this changes, when it does we make sure you are notified of the change and are aware of the new delivery method. In this case the Final Four tickets here were updated to an electronic delivery method due to a delay enforced by the venue. That said, your tickets were delivered.

I hope you had a wonderful time at the games!

Warm Regards,

SeatGeek CX Team

Hey There,

Sorry to hear that you had a negative experience using our platform. Unfortunately sometimes when tickets are in high demand they will not always remain available until checkout is complete. Which seems to be what happened here.

IN regards to money back, in cases where the sale did not go through the only thing you may see on your card is a temporary authorization hold. This is similar to a gas station or hotel. As soon as the sale is not completed we release that hold. Depending on your card issuer it should be removed from pending within 24 hours. We would never charge you for tickets you did not receive.

Warm Regards,

SeatGeek CX Team

Hi Michael,

I hope you had a good time at the event!

That doesn't sound correct and is something we will take care of. Parking should only ever be one per vehicle. I will send you a private message and make sure we get the additional purchase taken care of. If this ever happens in the future be sure to reach us.

Hey there,

We definitely understand your frustrations. You wanted to attend an event only to not be able to purchase tickets off of our service.

Our platform has multiple tiers. While we are a secondary market, where authorized sellers and customers such as yourself can list tickets for sell, we are also the primary ticket seller for events at AT&T Stadium.

Listing that are primary tickets are listed as Box Office, where as secondary tickets are branded SeatGeek or Marketplace.

We do understand the frustrations with your order not going through. Please feel free to send us a message and we will be happy to look into this for you.

Hey There,

Sorry to hear that you had trouble with a purchase. We definitely want to assist you in getting this resolved.

Please reach out to us

SeatGeek CX Team

That's definitely a frustrating situation! SeatGeek started off as a marketplace mostly for buyers, connecting them with brokers and vendors around the web, and the marketplace we have for individuals to sell on is still limited to only accepting original e-ticket PDFs. This means that not all tickets purchased on SeatGeek can be sold by individuals on SeatGeek, at least for now. This is largely because of the complications involved in reselling tickets in other formats -- while we can automate the process to deliver uploaded PDFs, other formats require manual work that is hard for us to guarantee a smooth transaction on, and above all we want to make sure that SeatGeek buyers have as few issues getting their tickets as possible!

That's why we usually refer prospective resellers in situations like these to other marketplaces, even though we would genuinely love to help out in every possible circumstance. We hope you were able to find another place to resell those tickets. If there's ever anything else we can help with though, please don't hesitate to let us know!

SeatGeek CX Team

Thanks for reaching out! Looking at the account using your email shared here, it doesn't look like there have been any purchases, even though we see that that promo is active on your account. Could you provide a bit more information about any orders you have placed that might potentially be on other accounts, or any errors you are receiving when trying to use that promo code?

EDIT: Looking at your screenshot, it looks like that promo is attempting to take off $20 from your order. Could you give a bit more information where you're having trouble?

SeatGeek CX Team

Thanks for reaching out! Reviewing your order, it looks like your tickets were delivered the night before the show, which is the same as the in-hand date that the seller communicated at the start of your order.

We do understand the frustration of having to wait on those tickets to arrive though! This happened due to a venue policy where, although tickets are sold well ahead of time, the tickets themselves are not actually released until closer to the event (in this case, 24 hours). While often frustrating for end users, this does have some benefits when it comes to maintain the integrity of tickets for the show, which is why so many venues do it.

We really do appreciate your feedback. Please let us know if there's ever anything we can do to assist!

SeatGeek CX Team

This is a truly upsetting situation, and I hope we can at least clarify what we're looking at when we can't offer that refund. Our tools are set up to track any issues with what a customer receives versus what they order. Issues along these lines are incredibly rare, but we take them very seriously and it's important to us to be able to see when they come up so that we can help out!

In this instance however, our tools point clearly to these tickets having been selected from the event page for the Sunday event, not Saturday. It does not look like there was an error on our end.

When it comes to exchanges for inventory like this sold directly from the promoter through SeatGeek, we are only able to offer refunds or exchanges per the policy of that promoter. Unfortunately, this promoter does have an "all sales are final" policy, so we are not able to offer a refund or exchange. If you cannot use or no longer want the tickets, your best bet will be to simply resell them. If you would like any assistance at all with this, please let us know.

1-888-506-4101

Thanks for sharing your feedback! We totally understand your frustration here. Right now, while we do allow some professional brokers to sell tickets in many formats on our website, our Marketplace for individual sellers only allows users to post tickets that are in an original e-ticket PDF format. Tickets transferred through closed systems like Ticketmaster can't be resold on our site, because they do not come in this format. That's why we aided you in finding another place to sell them. It's definitely not our preference to refer you to sell elsewhere, but we don't want you to have any trouble recouping the cost of your tickets and we're here to help however we can.

If there's ever anything else we can assist you with, please don't hesitate to let us know.

SeatGeek CX Team

Thanks for sharing your feedback! It looks like this issue was already resolved. Although the seller had not delivered the tickets to you yet due to the venue not releasing them until closer to the event date, we worked with you to resolve the matter fully following the time this review was posted. Please let us know if you have any lingering concerns about this resolution!

SeatGeek CX Team

Thanks for sharing your experience. Rescheduled shows can definitely be a frustration! Because these tickets were sold through our secondary marketplace, we're pretty limited in what situations we can offer refunds in. Typically, if the venue isn't refunding for a rescheduled event, our sellers can't offer that option either. If you aren't able to get set up as a seller on SeatGeek, your best bet is to simply resell those tickets through a different marketplace. We're here to offer any help and guidance we can to make sure you have the easiest time possible, do please don't hesitate to reach out if we can ever assist!

SeatGeek CX Team

This was definitely an unusual situation. It looks like the tickets that your seller provided were unscannable, so we had worked with them to set up a will call pickup. However, the tickets that were set up in Will Call were apparently for a row that didn't even exist! This is obviously not OK and we have definitely taken the issue up with your seller. In the meantime, while it's wonderful that the venue provided you with free downgraded tickets, that is not what you were promised -- which is why we already refunded you for 100% of your order.

If you have any lingering questions or concerns after this experience, please don't hesitate to reach out and let us know.

SeatGeek CX Team

It sounds like there was a miscommunication here! We know that a situation with invalid tickets is absolutely not OK, and it's really important to us to make sure we take care of anyone affected by a situation where their seller lists invalid tickets on our marketplace. In a situation like this, we offer a refund of 120 PERCENT, not $120. If this isn't what was offered to you, please let us know ASAP and we'll be happy to look into this.

SeatGeek CX Team

Hey, thanks so much for posting. Hopefully this has been resolved for you, but if not, would you let us know? We take invalid ticket situations very, very seriously, and we want to make sure that if your seller provided invalid tickets, we get you covered!

SeatGeek CX Team

Thanks so much for posting. This sounds like a terrible situation, and we really do want to make sure we're doing all we can to assist here. While we can't speak to any specifics of your specific situation on a public forum, we'd like to offer a bit of clarity on how situations like these are handled and why.

Unauthorized card use is extremely serious, and a major challenge of e-commerce. This is especially true for the secondary ticket market, where stock has a fluctuating value and hard expiration dates. As you may know, the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market. Once tickets have been purchased, they cannot be returned, both due to the risk of value loss and the loss of selling opportunities for the seller.

Because of this, we really do need for your bank to be involved in investigating this matter. They have the resources needed to figure out what happened here, including potentially tracking down who may have taken your card information, as well as to get you covered for any financial damages. They can also advise you of what steps you need to take to secure your information to prevent this from happening again.

We genuinely do want to make sure that you get covered for any damages here, and we hope we've been able to shed some light on why reaching out to your bank is the best way to make sure that happens. If you have any questions though, please don't hesitate to let us know.

1-888-506-4101

We really appreciate your feedback. We totally understand that this wasn't the great experience we want to deliver -- we hope we can take a few moments to give some clarity on what happened here.

As you may know, the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market. In this instance, the seller of your tickets (despite confirming the availability of your order) realized your original order could not be fulfilled. Due to this, the seller offered what they felt was an upgrade for you. Upgrades are usually determined by market value (how your original order was priced) rather than face value (which doesn't reflect what tickets are actually selling for at the time), and looking at ticket sales for this event, I can confirm that seats for the section offered that weren't as near to the stage were going for easily over $200 apiece, so at first glance these did look like replacements.

That said, the obstruction wasn't disclosed by the venue or seller and definitely DOES affect the value of those upgrades. You don't need any reason at all to decline an offer like this, but we definitely agree that you were especially validated in not taking this offer. It looks like when you declined them, we were able to get you a refund above and beyond what you had originally paid so that you could secure tickets of your own.

Again though, this is not an ideal experience for any user and we fully understand your feelings here. However rare these situations are, it's a frustrating and disheartening experience to go through. We take situations like these very seriously and your seller has been subject to penalties as a result, including the possibility of having their ability to list on SeatGeek restricted or altogether ended.

If there's ever anything we can do to help improve your experience with us, please, don't hesitate to reach out! We really do want to make sure we're doing all we can to help out here, and again -- thank you for the feedback, it helps us a lot to hear about your experience.

1-888-506-4101

Thanks for reaching out. This is definitely a disappointing situation.

As you may know, the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market. Because we are not the seller of your ticket, the situations where we can compel a refund are limited to those where the seller does not deliver on their end. We cannot force the seller to refund (and be out that money themselves) when they delivered the tickets as expected for a game, even if that game was rescheduled by the venue.

While it does sound like SeatGeek sent out the notification of the day and time change, it's very upsetting that it was filtered into your husband's spam so that you weren't informed, and we totally understand your frustration here. We'd be happy to look into this further and do what we can to help improve the situation for you. Would you be able to provide an order ID or the email that this order was placed under?

SeatGeek CX Team

Thanks for reaching out. Is this in reference to order #29361144? It looks like this order was placed with one of the third-party vendors that lists on our site. While SeatGeek helps to connect you with the seller, we do not process payment or handle any part of fulfillment. It looks like we have no record of any contact to our company on this order, which suggests that you were likely speaking with the third-party vendor and not SeatGeek when you were attempting to resolve this issue.

That said, that doesn't mean that we aren't concerned about what happened here. We'd love to talk to you and see if there's any way we can help improve this situation for you. Would you be willing to email us so we can discuss this?

SeatGeek CX Team

Thanks for posting here! Looking at your order, it looks like these tickets were delivered to your account early this morning, around 8 am CST. While we would have expected the seller to have delivered these yesterday based on their expected in-hand date of 1/16, we hope that you had no trouble accessing those tickets!

To explain a bit more about the in-hand date -- different sellers get their tickets through different means, which means they can receive tickets at different times. While tickets sold through the box office, for example, are often delivered immediately and that is likely the information you received when calling them, that's not the only way that tickets are issued for an event! Tickets are given out to VIPs, fan clubs, or even directly to wholesalers. When tickets are sent through different means, they can often have different delays on when they are delivered as well. This is totally normal in the industry and can result in tickets not being delivered until the week or, or sometimes even the day of, the event.

Hope that helps to clarify your main concerns! If you have any questions, please let us know. We'd be happy to go into more detail on the other concerns you mentioned as well, but we don't want to put you through reading a whole novel (unless you're interested in it, of course)!

SeatGeek CX Team

SeatGeek actually doesn't have the ability to pay funds out to a credit card. While refunds can be processed to a card (i.e. reversing a charge), payouts themselves typically need to go directly to the account that the card may be associated with. In some instances, we need a bit more information to be able to verify your identity before sending that payout through, and that's where the advice you received from Dylan comes into play.

Hopefully this has already been addressed for you now, but if there's anything else we can help with, please let us know!

SeatGeek CX Team

Thanks for reaching out! While we can't find an order under the email you've posted with, we can offer some clarity on our polices and some general guidance on your situation.

Events are typically advertised clearly for a specific date and only that date -- one event page would have been for the Saturday date, and the Sunday date would have its own separate event page -- so when this purchase was made, it was specifically for the day it was purchased for.

Because the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market, we don't have the ability to cancel, exchange, or change orders once they've been placed. The tickets on our site do not belong to SeatGeek, and we simply don't have the right to trade one user's tickets for another's, or to cancel a sale a user made in good faith.

If your tickets are expected to be on a delayed release because the venue has not sent the tickets out yet, your best bet is to resell them through a site that permits the sale of tickets before they have been received. If you'd like help exploring those options, please let us know and we'll be happy to help!

SeatGeek CX Team

Thanks for sharing your feedback! We don't see any orders on your account however. The only activity we see on the account using your email is that you received a transfer from another user on 1/6, the day before this review was posted. If you arranged to purchase your tickets from another user off our site who then transferred them to you via SeatGeek, you should reach out to them to get clarification on any concerns about what tickets you received or the price that you paid for those tickets.

(That said, if you're referring to an order placed on another account, please let us know the order ID and we'd be happy to look into this further for you!)

SeatGeek CX Team

Thanks for posting! It looks like there's some confusion on the ticket delivery here. The picture that you posted is for a different listing than the one you purchased. The tickets you purchased were from a seller listing them for around $205 apiece (including fees) in a hardstock format that has to be delivered physically by being shipped or picked up, while the screenshot you've taken is for a listing from a different seller, with a different price ($210 apiece with fees) in a different format (e-tickets) and a different method of delivery (instant download.)

We've investigated this situation carefully and it doesn't look like these tickets were advertised for any delivery other than what they actually had, which was for hardstock tickets that could either be shipped or arranged as a local pickup.

While this doesn't seem to have been an issue with misadvertising on our end, it's important to us to help make sure that your experience with us is the very best. We've already worked out a solution with you over email prior to this to help address the inconvenience of having those tickets delivered in a different format than you'd anticipated. If you have any questions about any of this, though, please don't hesitate to reach out -- we'd be happy to discuss this further.

1-888-506-4101

Thanks so much for posting. This is the first our attention has been called to this issue, and we really appreciate it -- we never want to promise something different from what actually happens, and thanks to your feedback, we'll be able to get this addressed!

When it comes to the timing of charges for the Pay As We Play program, that's actually a decision made by the team, not SeatGeek. In this case, the team processed that charge earlier than expected in order to secure those tickets for Pay As We Play members -- and it's definitely an issue that doing that resulted in not meeting the expectations we'd set for you.

While SeatGeek does not control when those charges will be coming through, we DO control how we set our user's expectations, and it's clear that our understanding of what would happen with the billing for this team just didn't turn out to be what happened in practice here. We're reviewing the situation in full and will be doing all we can to make sure our communication on the timing of these charges is not just crystal clear to our users, but is in line with the practices of the team as well.

In the meantime, if you have any questions or would like to discuss any aspect of this issue, please don't hesitate to let us know. We really do care about delivering the best possible experience for you (and all other Saints fans as well!) Again -- we are so appreciative of you calling our attention to this matter so that we can improve this!

1-888-506-4101

Thanks for reaching out! While I'm not able to find an account using your email, I'd be happy to help clarify those charges you're seeing.

Whenever a user makes a purchase attempt on our site, we submit what's called a "pending authorization hold". This is basically our way of saying to your bank, "Hey, so-and-so is thinking of spending this much much money -- if they have enough, put it on hold so we can finish this order!" The bank will then reserve these funds from yours account and wait for us to process that order fully. Until they get that confirmation, those funds will stay with your bank.

If an order cannot go through or is cancelled, we send a void notice to your bank to let them know they can release those funds back into your account, such as in this instance. Banks can vary a bit in how long they take to return those funds, but it generally doesn't take more than 24 hours.

You can sometimes expedite the return of those funds by calling your bank. If you'd like, I'd be happy to see if we can get you the processor code for these transactions, which banks can sometimes use to speed up that void process. To do that though, we'll need to know what account you placed those orders under. Let us know if you'd like us to get you those codes.

1-888-506-4101

Thanks for reaching out. This was an incredibly frustrating situation, and it's important to us to get your feedback on it. While it's rare to have an issue like this arise, it is so, so important to us to make sure that we're doing all we can for you as a buyer.

As you may know, the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market. Looking at this order, it looks like the seller mishandled your tickets badly, to the extent that comparable tickets were not available. We only discovered this after you reported receiving the wrong tickets, and did our best to get you covered per the terms of our guarantee.

The seller did make a replacement offer with downgraded seats and a partial refund, which would have had you paying less than face value for those offered tickets. It is totally OK that that offer was not acceptable to you -- we wanted to make sure you knew all your options so that we could make sure the solution we could get would be the best for you.

We never want any customer to go through a situation like this, which is why we have stiff penalties for sellers that do not deliver on their promises. Situations like this can and do result in sellers being removed from our service, because we know very well that the missed experience means more than any refund we can offer. At the very least though, we were able to get you covered with a 120% refund of your order due to their being no comparable replacement tickets available.

I wish that we had been able to do more to help here. We genuinely want to do everything we possibly can for our buyers, especially in a situation like this where the tickets promised by the seller fell through. Luckily these situations are rare, but that makes them no less upsetting when they do happen. If there ever is anything that we can do to assist, we hope you won't hesitate to let us know -- we would really love a chance to make sure your next event day is the very best possible.

1-888-506-4101

Thanks for reaching out! We'd be happy to look into what happened here. However, it doesn't look like there have been any orders placed under the account using your email. Could you share your order number so we can take a look into this situation? We appreciate it!

SeatGeek CX Team

Thanks for posting! We hate to hear about anyone having a rough time with our platform.

In this case though, it looks like you were unable to get an order through because you were attempting to apply a promo code intended for first-time users even though our system picked up on an already-existing account that used your credentials. Since these codes are intended for a user's first purchase only, you may not be able to get a successful order through if attempting to apply it on an ineligible account.

If you have any concerns or think your account may have been flagged in error, please don't hesitate to reach out.

SeatGeek CX Team

Thanks for reaching out and sharing your experience. This is definitely an upsetting situation, and we'd like to go over what happened in this situation.

Looking at your order, it looks like your seller was not able to confirm your order due to the tickets being unavailable. This is exactly why orders are placed into a pending state after being purchased -- we need to give sellers a chance to confirm their stock so that tickets are not sold to two groups at once! It looks like it took a half-hour to realize the issue and cancel out your order, which is within our expectations for an order placed before the day of the event.

Regarding that refund: The funds for this order were only ever placed on a pending authorization hold, meaning that your bank was holding onto the funds while we waited to see if the seller could confirm. When the order could not be put through, we immediately processed a void, telling your bank to release those funds back to you. Banks can vary on how quickly they process this, but it generally takes no more than 1 business day. In this case, since the order was placed on a Saturday and banks are generally closed on Sundays, we'd expect you to have those funds back no later than Monday of that week.

Order cancellations are rare, but we understand that they can be a source of frustration when you have your heart set on some seats that the seller isn't able to deliver for you. If you ever want to talk more about this situation, we would be happy to discuss it.

1-888-506-4101

Wow, this definitely sounds confusing! It's not clear how you might have gone through a different site and wound up on SeatGeek after purchase, but we can help clear up the rest for sure.

When it comes to unsubscribing from email, you don't need to do anything special - you just hop on your account, change your email settings, and voila -- no more emails with deals and announcements! You can also ask hi@seatgeek.com to unsubscribe you for the same result. It sounds like the rep understood your request as asking to have your account closed, which is a different issue. Account closures are permanent -- your account cannot be reopened once it happens, hence the scarily-worded warning.

Hopefully that brings at least a little clarity to the situation! If you have any questions, please let us know.

1-888-506-4101

Thanks for reaching out! This is definitely not a typical situation, and we recognize that it was not the experience we want to deliver. It does look like these tickets were delivered on 12/6, the day before your event, but by then the seller had missed a specific deadline we had promised, leading to you purchasing other tickets first, so we honored our offer of a refund. This is a frustrating and confusing situation that we wouldn't want any fan to ever go through, and we have been taking the issue up with the seller to make sure that it does not repeat itself. While we wish you could have had a much more trouble-free experience getting to your event, we hope that you were able to enjoy it regardless! If there's ever anything we can do to help make your next experience with us the very best possible, please don't hesitate to let us know.

1-888-506-4101

Thanks for reaching out on this. We'd really like to look into this with you, but we don't have any record of a contact where you were informed that the tickets were no longer available or promised a refund. Would you recall how you reached out? Was it over phone or by email? Do you have any records on your end that can help show this contact - either phone records or the emails themselves? It's important to us to keep our promises, and we'd appreciate your help with this!

1-888-506-4101

It looks like in order to get you set up as a seller on our site, our payment processor needed for you to verify your identity. We provided you the instructions on how to do this, and it looks like you did so successfully. I see that you were able to list those tickets for sale and have already sold two of the four of them, and still have a good week or more to sell the remaining two. Hopefully this means all this was resolved for you! If you need any other assistance with selling, please let us know.

SeatGeek CX Team

As a marketplace, SeatGeek is a platform that allows sellers to list tickets at their chosen price, and buyers to browse listings and determine what deals they want to take. It sounds like you're comparing the price you paid, which is set by the seller, to the price labeled on the ticket, which is the face value and has no relevance to the price that buyers pay on the secondary market. Similar to buying tickets on any marketplace, it's up to the buyer to decide how much they are willing to pay for the tickets before making an order.

While we definitely recognize the pain of paying more than you felt the tickets were worth, we don't have the option to force a refund from your seller after a buyer has ordered tickets at the they price agreed to.

We do recognize that this is a disappointing experience though, and we really wish there was more we could do to help here. If you ever want to discuss anything more relating to this order, please don't hesitate to reach out.

1-888-506-4101

Thanks for sharing your experience. We understand this was a frustrating experience, and we'd like to help offer a bit more context about what happened with this order and how SeatGeek handles order cancellations.

The SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market, meaning that the tickets are not sold directly by SeatGeek and the prices are set by individual sellers. When an order is placed, it's normal for it to go into a "pending" state, giving the seller time to confirm the availability of those tickets. This is very important for sellers whose agreements with us allow them to list on multiple markets concurrently - if a ticket sells on two separate markets around the same time, the order must be reviewed in order to make sure that the first order is the only one to receive tickets.

We give our sellers 24 hours to do this check when orders are placed well in advance of game day, and if they do not confirm orders in that time, will automatically reject the order. This is what happened here - the order placed on 11/24 was rejected on 11/25 without being confirmed.

At that point, you received an email letting you know that the order could not be confirmed, and a link that let you see what other sellers had available for that event. Prices on the secondary market do fluctuate over time, and in this case it looks like availability had dropped and prices had increased in the 24 hours since your initial order was placed. That's not ideal, but it's also not in SeatGeek's control - individual sellers set their own prices, and we do not have influence over the market price they are listing their tickets for.

That said, it looks like there's still a good week or so before the game, and prices and availability are changing all the time. I see at least one ticket in a similar section to the ticket you'd purchased, and a better row, that's actually a bit cheaper than your original purchase. So don't give up yet - you may wind up with an even better deal!

Hopefully that helps. Please let us know if you have any further concerns!

1-888-506-4101

Thanks for sharing your experience. Reviewing your order, it definitely looks like there was an issue with the seller here. While the tickets were expected to be fulfilled through the SeatGeek portal, they seller marked it fulfilled through external delivery the day after you ordered.

While this would usually mean they transferred the tickets to you through a third-party service, you never received an emailed offer from a third party like the seller sent. This typically happens when there's an issue on the part of the website being used to transfer the tickets, so we let you know we'd be reaching out to the seller to have the tickets re-transferred, which typically fixes the problem. However, the seller did not come through with a re-transfer as we requested. This is obviously not OK and we recognized the stress the situation was causing, so we considered the order broken and got you a full refund for your order.

We hope that we were able to wrap this up to your satisfaction. That said, if you have any lingering questions or concerns you'd like to discuss, we'd be happy to talk about them - just let us know.

1-888-506-4101

It's incredibly disappointing that the seller did not deliver the tickets they promised -- I fully understand where you're coming from. Situations like these are never good, and especially when comparable replacements are not available, which is our preferred way of making good on a seller's broken order. Unfortunately, comparable replacements were not available at the time the seller informed us that they could not fulfill your order. In a situation like this, we will sometimes offer downgraded replacements, sometimes with an additional promo credit, in order to help make sure that at least our user doesn't miss out on the event. As you know, you are by no means required to accept that offer - if that isn't an offer that works for you, we can move ahead with a refund, generally above and beyond what you paid, so that you can either secure replacements on your own or hold onto those funds for a future event.

We recognize that this kind of experience is never good, and we so wish that we had had an option to assist you better at the time. We really just want for you to be having the time of your life at your event, so if there's ever anything we can do to help out, we sincerely hope you'll let us know.

1-888-506-4101

We absolutely understand where you are coming from. The reason why some users may be refunded depends entirely on the ticket source - tickets sourced through the West Virginia ticket office have been cancelled and refunded, but tickets sourced through the ECU ticket office are still good for the future date. You can confirm this information for yourself on the official site of NC State, the team now scheduled to play ECU: https://gopack.com/news/2018/10/2/nc-state-football-to-host-east-carolina-on-december-1.aspx?path=football

As a marketplace, SeatGeek can only promise refunds in situations where the seller has not delivered valid tickets for the order. Because your tickets were not in the group that was cancelled, we did not have a basis to secure a refund from the seller of your tickets. We do recognize how disappointing this is, and if you'd like to discuss this further, please feel free to reach out to us.

1-888-506-4101

We understand your frustration here. I'd like to take a moment to offer a bit more context as to what happened with this order, in the hopes of making sure you never experience a situation like this again.

We emailed you instructions on claiming those tickets 9 days prior to the event, which required you to login to SeatGeek and access them through the SeatGeek account created at the time your tickets were ordered. We did include a link to make navigation easier, but it sounds like you were having difficulties accessing that link at the time of the event. That's why we provided instructions that you could also simple log into SeatGeek using the account used for your order to access your tickets.

It looks like there were no attempts to access those tickets until about an hour before the event. Our logs show that you attempted to log in twice but entered the wrong credentials, then instead created a new account using a Facebook login, which did not give you access to the tickets on the first account. This is why you were not able to access those tickets at the time of the event.

It looks like you were able to access your tickets without issue the next day, when you used the reset password feature to gain access to the account that ordered the tickets.

Because these access issues could have been resolved at any time before the event and because the issues were caused by supplying incorrect credentials to your account, not using the reset password feature at the time you needed access to the event, and not logging into the correct account, this isn't a situation where we can offer a refund. In the future, we recommend taking the time to access those tickets ahead of the event to resolve any confusions you might experience when using a new service for the first time.

If there's ever anything else we can help with, please let us know and we'll be happy to help!

1-888-506-4101

Hey Barbara,

Thanks so much for sharing your experience. This is definitely not typical for our users, and it's important to us that we helped get this addressed for you. It looks like we continued working with you after this review was posted and helped sort these issues out, but if you still have any concerns that we can assist with, please don't hesitate to let us know!

SeatGeek CX Team

Thanks for posting! It looks like we've already discussed this with you, but this specific tour date was not a part of those rescheduled dates. Instead, it has been postponed by the venue without a planned rescheduled date while they work it out with the team. We ordinarily can't offer refunds in these situations, but luckily it looks like we worked out a solution with you when you reached out to us.

Again though, we really do appreciate your feedback here! Please let us know if there's ever anything else we can help with.

SeatGeek CX Team

Hey Sophia, this definitely sounds like a frustrating experience! It sounds like there were three issues here: 1.) the event being rescheduled to an inconvenient date, 2.) SeatGeek being unable to secure you a refund, and 3.) the tickets being on a delayed release.

When it comes to the first issue, we wholeheartedly sympathize. Events being postponed are the bane of fans everywhere, especially when it's done at the last minute.

Unfortunately, because this is something that neither SeatGeek nor sellers can account for and it is not covered by our guarantee, we are not able to secure a refund for you. As a secondary ticket marketplace, the circumstances where we can secure refunds are limited. When a venue postpones an event like this, it's generally because they do not want to refund their buyers. Without having the tickets cancelled to force refunds, sellers are generally not willing to cancel sales based on a postponed event, which is why we cover this in our terms to clearly state that we can't offer refunds in these instances.

The delayed release is also very frustrating. Delayed releases are enforced by the venue, usually in order to limit the amount of time that tickets can be mishandled. It's increasingly common to see 72, 48, and even 24 hours delays on tickets. When it comes to selling, there are actually lots of options out there that will let you list tickets before you have them in-hand for just that reason, so definitely don't hold off on listing those tickets just because you don't have them yet! If you need help finding a market that will let you list those, please let us know and we'll be happy to help.

Hopefully this helps clarify the situation and give you an idea of your options going forward. If there's anything else we can help with, please don't hesitate to let us know.

1-888-506-4101

Hey Brian, thank you for sharing your experience with us. I'd be happy to help clarify our policies and guarantees.

You've likely heard some iteration of this already, but when it comes to orders, before they are put into a "confirmed" state that is covered by our guarantee, they are first in a "pending" state. While pending, the order is not considered guaranteed - this is the period of time where the seller confirms that the inventory is still available and has not been purchased by another customer in the moments before your order. Typically, the seller has no problem getting those tickets into a "confirmed" state, but if for any reason the order cannot be fulfilled, the order will be cancelled and all charges voided without ever being processed by SeatGeek.

This is why we strongly recommend purchasing all tickets as a single set - either they all go through and are finalized together, or they are cancelled and your money is returned for the whole set. When purchasing two different sets of tickets, you are likely purchasing from two entirely different sellers. Sales cannot be cancelled from the buyer's end once an order is placed, as from that point on sellers have foregone all other selling opportunities for the sake of your order, so if two sets of tickets are ordered but one seller is unable to deliver, we are not able to secure you a refund from the other seller based on that.

Hopefully that helps to clarify what happened with your orders, and why we were unable to offer a refund in this instance. That said, if you have any questions, please let us know!

1-888-506-4101

Hey Jelani, thanks so much for sharing your experience here. This is definitely not an OK situation! It looks like a wrong e-mail was entered for your order in error, after which you reached out to get this situation corrected in plenty of time, but the seller was simply unresponsive when it came to getting your tickets delivered to the correct address. This is not what we expect of our sellers, and I want to follow up with you to check in on this. Please keep an eye out for an email from our team.

1-888-506-4101

Hey Marwa, thanks for reaching out. This situation is definitely no good!

The issue is, hard stock tickets are essentially like cash. They work for whoever holds them, and if you lose them, it can be very very difficult to get a hold of them again. There are times where tickets are not able to be reissued, depending on what source the seller gets them through, and cannot be converted to e-tickets either. We also cannot force the seller to refund tickets that they sold and delivered properly, but were lost by the buyer.

It's incredibly disappointing when this happens, and we always do our best to exhaust all possible ways of getting those tickets replaced. However, whenever ordering hard stock tickets, it's very important to keep them safe so that situations like this don't happen.

I wish we could have been more help here, but I hope this at least helps to clarify the situation! If there's anything else we can help with, please let us know.

1-888-506-4101

Hey Kaan, thanks for sharing your feedback. This situation sounds very frustrating, and we totally understand where you're coming from

The issue is, declining the delivery of those tickets is not enough to secure a refund for you. If we had been told at the time that you needed to leave for the event that you no longer wanted the tickets, we could have advised you that the order could not be cancelled, and further reassured you that our Buyer Guarantee would have you covered with replacements if there were any issue with the seller delivering those tickets so that you wouldn't be stuck outside of the gate.

Because we were not informed you no longer wanted those tickets until well after the time you were unable to make it to the game, however, and because the seller did deliver those tickets in time for the game per our Guarantee, we do not have a basis that we can use to secure a refund from your seller.

I definitely understand that this is a disappointing answer, and if you'd like to discuss it any further, please email us and refer to this review in your contact - we'd be happy to talk it out.

1-888-506-4101

Hey Thomas,

Thanks for reaching out. Situations like this are so scary and unwelcome, and we truly hope this is sorted out for you quickly! We take reports of unauthorized purchases very seriously. As we discussed in email, a situation like this needs to be reported to your bank to be resolved, so we're happy to hear that you'll be reaching out to them. We'll be able to work with them to sort out what happened and get this taken care of.

In the meantime, if you are not sure about the security of your account, you should definitely take a moment to login, change your password, and remove any payment methods still on your account. Those changes can be made from your Account Settings page.

We hope this helps you plan your best next steps. If you have any questions, please do let us know.

1-888-506-4101

Hey Rick,

Thank you for sharing your feedback. It sounds like you've had a difficult experience, and we'd like to help clear up your options here.

As you've mentioned, SeatGeek is a marketplace connecting buyers and sellers on the secondary ticket market - we do not own the inventory on our site, but are acting to help buyers find the best deals from around the Internet. Because we don't own that inventory, all sales are generally considered final when the buyer places an order.

This can be really frustrating when the buyer makes a simple error - we really want to do whatever we can to help, but we don't have any basis to demand the seller offer a refund when they fulfilled the order just as it was placed, so the order cannot be cancelled.

That doesn't mean you have to eat the cost of those tickets, though! In a situation like this, the best thing to do with unwanted tickets is to simply list them for sale to recoup your costs. Ticket prices fluctuate often so you may even be able to make a little profit, with some luck and good timing, but you should be able to at least recoup most of your cost. If you have any questions at all about selling, please just let us know - we'll be happy to help!

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Hey Lisa,

Thanks so much for sharing your feedback here. Your experience here sounds so frustrating! I'd like to take a moment to discuss our policies around returns and ticket disclosures.

As you may know, the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market. This means that we do not own the inventory on our site, and because of that, we are limited when it comes to refunding orders. In general, all orders are considered final as soon as the buyer clicks that "Pay" button. The ticket is only in a pending state in the sense that the seller is confirming their availability, but as the tickets have been pulled for sale and the seller has forfeited other selling chances from that point, we are not able to cancel an order for a buyer after the order has been placed.

When it comes to piggyback tickets - SeatGeek is happy to allow these tickets to be sold, as they often allow buyers to get better deals if they're willing to sit behind-and-front instead of side-by-side. Because this is unorthodox though, it is very, very important to us that these kinds of seats are clearly noted. As you mentioned, this order was indeed noted to have piggyback seats. That note is in the same-sized text as other order details, and displayed on the event page when a listing is first clicked, at checkout under the "Notes" section at the top of the page, as well as on the order page itself after the purchase is made.

We hope this helps to clarify a bit about our policies and give some context to your experience with us. If you have any questions at all though, please don't hesitate to reach out and we'll be happy to help!

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Hey Chris,

We really appreciate you sharing your feedback. However, we weren't able to track down your order by your name or email. Would you mind sharing your order ID so we can take a look at what's happening here, and help get a resolution if need be?

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Hey Steve,

We're delighted to hear that this was addressed for you! Those replacement tickets sound absolutely killer, and we hope you had a great time!

As a bit of context: Ticket conversions can be a bit hit-or-miss, which is why they aren't offered preemptively. The venue is the ultimate decider on whether that option will be available or not, and not all venues are accommodating when it comes to re-issuing or converting tickets, particularly if they are aware that the tickets have been resold on the secondary market.

That's why it's so important to make sure you buy your tickets from a market with a robust guarantee - just like in this instance, if there's a failure in the delivery of your tickets, that guarantee can make all the difference!

We're super pleased that this situation worked out so well. If there's ever anything we can be doing to make sure your next experience is the top, we hope you'll let us know!

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Hey Nancy,

Thanks so much for reaching out. Looking at your order, it looks like this has already been addressed and those tickets are already in your account for the game in November. That said, if you're continuing to have any kind of issues at all, please let us know and we'll be happy to make sure you're taken care of.

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Hey Ashley,

Thanks for posting your feedback! It looks like we've been in contact with you on this. As we discussed, there was a miscommunication about sending your payout via PayPal - this was paid out using our payment processor as usual.

Miscommunications like these are definitely not OK - they cause unnecessary worry, as you've experienced, and we do our best to keep them from happening!

Looking at your account now, I see that a payment for this sale was issued to the bank account you have listed for a payout on 9/4. The bank did not return those funds, so from our end, it looks like this was paid out as expected. If you have not received these funds yet, please let us know - we'll be happy to get our Payments team involved and make sure you receive the funds you are due.

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Hey Taylor,

We absolutely understand your disappointment here. In this instance, SeatGeek is a partner with AT&T Stadium, and we are the primary ticketer for the event. In this case, it looks like there were not seats reserved for the band, and this error wasn't discovered until the seats needed for the band were already sold. This was not a situation we or AT&T Stadium wanted any customer to have to go through, so rather than simply refunding the seats (though that option was there for customers who preferred it), we all worked to find alternative seats for our customers. We recognize that this was a difficult situation, made worse by the last-minute nature of the discovery of the issue, and we really appreciate you working with us to find alternatives.

In this case, while the seats you received were not on the same level as your original tickets, they were Club Seats that came with a private space, amenities, and access to special lounges. While these are usually a bit more spendy than regular seats, we worked with AT&T to make them available for those affected by this issue. We hope that your party was able to enjoy the event despite the trouble!

We definitely do recognize the stress this change put on you, which is why we offered an additional promo credit as a courtesy. This is a very unique situation that we do not anticipate repeating itself. If you ever have any concerns about this that you would like to discuss further, please do not hesitate to reach out.

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Hey James,

Thanks so much for sharing your experience! It can be seriously devastating to run into a bad situation, have an expectation set for a solution, and then have that expectation not met. We want to look into what happened here and see what we can do to help. Would you be able to get us an order number so we can sort this out?

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Hey Nikhil,

Thanks for reaching out! We sympathize with your frustration here. It looks like two orders were placed for this event on your account, and you were hoping to be able to cancel one. I'd like to offer a bit of clarity around our policies.

As you may know, the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market. This means that we do not own the inventory on our site, and we use our agreements with buyers and sellers to help make sure transactions go smoothly.

Because of this, we are only able to secure refunds from sellers in situations where the terms of our Buyer Guarantee are not met. Otherwise, all sales are considered final, which is typical of the secondary ticket market. This unfortunately means that there was no way to cancel your order after it had been placed.

Looking at your two orders, it looks like they were delivered from two different sellers through two different methods. Order 6P2-ZNGLQ6 is the one that was sent to you through Ticketmaster, while order GDZ-L83RGV was uploaded directly onto SeatGeek the day before the event.

It looks like you had issues connecting to SeatGeek to access those tickets about a half hour before the event, so you contacted us via email. I've checked and confirmed that there were no technical issues on our end at this time, so it doesn't seem to be a connection issue on our end that prevented you from accessing those tickets. We responded by asking which order you were having difficulty with and letting you know where to access each set of tickets, and did not receive a response until around 2 pm, well after the event had started at 11 am. If we had known sooner what order you were having trouble with, we would have been happy to help find a workaround for the connection issues you experienced.

That said, by the account given to us in earlier emails, you had intended to use the tickets on SeatGeek and decline the delivery through Ticketmaster for the other order if you had been able to access them. It's worth being clear that this would not have secured you to a refund of the Ticketmaster tickets, as all sales are still considered final at the time of purchase. Declining delivery of tickets does not cancel the sale, since the seller has already committed to delivering those tickets to you and forgone other selling opportunities by that point.

We recognize that this was a disappointing situation and would like to do what we can to help ease the pain and retain you as a customer, if you're still willing to discuss this with us. We were unable to do anything at the time because you had indicated that you were filing a chargeback, which cuts off our ability to do anything as a courtesy. That said, if you'd like to discuss this further, please email us and we'll be happy to see if we can work something out here.

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Hey Matt,

Thanks for reaching out. It looks like we're also working with you over on the BBB website, but just to reiterate some of what we've discussed there --

regarding this order - that call was from your vendor rather than us. Any issues with orders typically need to be resolved with that third-party vendor, and SeatGeek is here to be a guide and advocate for you.

In this instance though, we recognize the situation is especially troubling, and we want to do whatever we can to help out. If you can, please send us a copy of any emails you received from your vendor regarding this order - particularly anything that shows a confirmed order or that your tickets were guaranteed - to hi@seatgeek.com. While we're limited in what we may be able to do here, it's very important to us that we take the best care of you possible, and getting this information will help!

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Hey Lori,

Thank you so much for sharing your experience here. We definitely understand your hesitation on placing another order, and we really regret seeing it kept you from enjoying the game! We'd like to discuss a bit more about what happened here and why you can feel confident this wouldn't happen again in the future.

Looking at your order, it looks like you were affected by a rare bug where the seller uploaded your tickets to our site, but they did not get delivered through to your account. This is actually a very easy fix - all we need is to be notified that you haven't received the tickets and have time to reach out to the right experts, and we can get them to you manually right away! In this case though, it looks like we were not contacted until you had already decided you needed a refund so you could buy elsewhere. When we let you know we'd take steps to get you your tickets, you responded by letting us know that you had cancelled your travel plans rather than securing other tickets. At that point, we bought the tickets back from you as a courtesy so that you could get a full refund.

We understand this was not a great experience, but hopefully this gives a bit more context to the issue that you experienced and how it would be fixed in the future, if you were ever to encounter it again. Please let us know if you ever need help with anything else!

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Hey Rodolfo,

Thanks for sharing your feedback. Upgrades are not very common on our site, so it's surprising you've experienced this multiple times! They are only allowed to be offered by sellers for certain events. This does not include NFL tickets - I don't see any notes on our end of this happening to any of your NFL orders, but please let me know what order was affected like this so we can investigate.

In general, we expect upgrades to be just that - UPGRADES. However, that is determined by the section and row offered, not by the ticket value, since ticket value is constantly fluctuating on the secondary market. For example, looking at your recent order where upgrades were offered, it looks like tickets for your section were priced around $45 at the time you purchased about a month ago, but prices have dropped significantly since then and you can easily get a 20 row upgrade for the same price that you originally paid. Ticket prices could have increased just as easily though, and the seller's offer would have remained the same, since these are the tickets they received from their source instead of the ones you original ordered.

In instances like these, sellers may still offer upgrades - but luckily, you do not have to take them if you think you can source better tickets yourselves! In this case, it looks like you opted for a cancellation of the order instead, and we expect you'll be able to get some great alternate tickets with the change in price over time.

Hopefully that helped add some context to this experience! Please let us know if there's ever anything else we can help with.

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Hey Jay,

Thank you so much for reaching out. This is definitely a strange situation. As you may know, SeatGeek is the ticketing partner for AT&T Stadium. This means that for events at this venue, we are the party that issues barcodes, and we have access to a lot of information behind-the-scenes as a result. Whenever a ticket for this venue is sold on SeatGeek, we can see the journey of those tickets, including when the barcodes for those tickets changed (invalidating any version of those tickets before that point).

In this case, we can see that the barcode for those tickets was re-issued at the time you took possession of those tickets, meaning that the only valid barcode that would work for the stadium is the one on your specific copy of the tickets. This means that there is no possibility of another set of those regenerated barcodes being out there as a result of a previous owner, such as your seller. Because we can see this, and because the venue reported that that specific set of barcodes was scanned in at the event, we are unable to find any evidence that points to these tickets being sold to multiple parties.

If you have any evidence at all from the venue showing that you were turned away due to these tickets already being used, we would be very happy to look into this further with you.

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Hey Christopher,

Thank you so much for letting us know about this situation. This is definitely not an OK situation, and we'd like to look into this further with you. In this case, your order was placed with a third-party vendors whose listings are aggregated on our site. This means that we did not handle any aspect of payment or fulfillment of this order, and also that your order was placed using that third-party vendor's terms rather than our own. We also did not accept payment for this order at any point, and that cancelling the order was not our decision. This does NOT mean that we are not concerned about this situation, or that we do not want to do whatever we can to help improve your experience. We'll be reaching out via email soon to discuss this more with you and see what we can do to assist.

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Hey Steve,

Thank you so much for posting on this. It looks like your order was placed with one of the third-party vendors whose listings are aggregated on our site. This means that we did not handle any aspect of payment or fulfillment of this order, and also that your order was placed using that third-party vendor's terms rather than our own. This means that we did not accept payment for this order at any point, and that cancelling the order was not our decision. This does NOT mean that we are not concerned about this situation, or that we do not want to do whatever we can to help improve your experience. We'll be reaching out via email soon to discuss this more with you and see what we can do to assist.

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Hey Kristie,

Thank you for taking the time to share your experience. I absolutely understand your disappointment here, and I'd like to take a moment to discuss our policies on refunds and what happened with these tickets.

SeatGeek is a platform for buyers and sellers to make transactions on the secondary ticket market. Because of this, SeatGeek does not own the inventory on our site - we're just providing a venue for buyers to find deals and sellers to make sales. Since we are not the seller, we don't have a lot of leeway when it comes to securing refunds - we can only do that in instances where the seller has not fulfilled their end of the bargain.

When it comes to those event names, we are pretty specific - for example, this game was described as "New England Patriots *at* Jacksonville Jaguars", so you can know that the game is taking place at the Jaguars' home team. We also list the event date and the venue specifically on the event page, and all this information is restated on the checkout page as well.

It's always disappointing when the circumstances mean that we can't secure a refund for a buyer, we always advise reselling to recoup the cost. It looks like you were able to do that and get most of your money back, which we're delighted to see! That said, we do understand that this was an upsetting situation for you, and we hope very much that if there is ever anything we can help out with in the future, you won't hesitate to let us know. We really do want for every user's experience with us to be the very best possible, and we hope that if you ever do choose to give us another try, we'll be able to give you a stress-free and seamless experience!

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Hey there,

Thank you for posting about your experience. Sellers on our site are held to strict standards in order to prevent any double-sales from taking place, but simple human error is always a risk on the secondary market. That's why we back up all sales on our site with our Buyer Guarantee, so that fans aren't left empty-handed because of a seller error. Situations like these are rare but upsetting, and it's important to us that we follow up properly to make this right for you.

Since three weeks is much longer than an investigation with us tends to take, I've gone ahead and reviewed this situation to sort out what happened here.

It looks like you first reported your experience on August 31st, at which point we asked you for some information to start our investigation. It looks like we did not get a response until Sept 4th, at which point we let you know it could take about a week to investigate. A week later, on Sept 11th, we let you know the investigation was complete and asked for your information to get your refund sent. The refund was sent out that day, and it usually takes about 3-5 business days for those funds to reach your account, depending on your bank's processing speed.

You can expect those funds back in your account any day now, once your bank has processed them to your account. If you haven't seen them by the end of day on Tuesday, please give your bank a call and check on the status with them, and let us know if the bank has any trouble getting that sorted for you.

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Hey there,

Thanks for sharing your feedback! I'd like to take a moment to offer a bit of context for your experience.

Like most secondary marketplace sites, SeatGeek is not the owner of the inventory on our site, but is connecting buyers with sellers and helping make ticket buying easy and safe. Because of this, we not able to offer refunds except for situations covered by our Buyer Guarantee. In general, when buying tickets, you'll find that only tickets purchased through orders directly from the box office have any ability to be modified, exchanged, or cancelled - when buying on the secondary market, all sales are final. This is why we advised you to resell those tickets.

While our Marketplace for individual users is a great tool if your tickets are in an original e-ticket format, individuals are currently not able to use our platform to resell mobile transfer or hardstock tickets. We'd love to be able to help you sell all your tickets, but we're still a relatively young platform when it comes to helping individual users sell their tickets. In instances where we are not able to help you sell with us, it's important to us that you know your options, and we'll be happy to get you to a specific platform that can support your selling needs.

Hopefully this helps give some clarity to your experience with us! As always, if you ever have any questions, please don't hesitate to reach out to us.

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Hey Jazzmin,

Thanks for reaching out! I'd be happy to share some context for your experience here.

We want to make it easy for people to find the events most relevant to them, so events on SeatGeek will default to display the events nearest to your location first. So if you're traveling in particular, you'll want to confirm that the event you've selected to purchase matches the date and city you want to buy for. Because we are a secondary ticketing market, we generally are not able to offer refunds in instances where tickets are inadvertently purchased for the wrong event - I'm pleased that we were able to make an exception for you in this instance!

That said, I definitely understand your unhappiness with the delay in getting that refund. It is our policy to hold off on refunding any orders over a certain amount until after the event has passed, simply because we need to be able to confirm that those tickets remain valid. Tickets sold on the secondary market do not have the ability to have their barcodes regenerated in the instance of a returned sale, so this is necessary to guarantee that those tickets will work for the new buyer. While I definitely think an exchange would be a graceful way to address this issue for you, we do not own inventory for this event and do not have the ability to do an exchange as if you had purchased from the original ticketer. In this case, your best bet is to simply pick up some tickets for the intended date, knowing that a refund will be coming your way for the mistaken order later.

Hopefully that helps to clear up our policies in this area. Please let us know if you have any questions, or need help finding tickets for the 10/19 game!

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Hey Joh-Ann,

Thanks for reaching out! This definitely doesn't sound right and we want to make sure this is handled properly for you. I'd be happy to look into what happened here, but I am unable to find any order using your name or email. Would you be able to share an order ID so we can get to the bottom of this?

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Hey Bruce,

Thanks for reaching out. I understand your disappointment here, and I'd like to offer some clarity around how SeatGeek pricing works.

SeatGeek is a marketplace connecting buyers and sellers on the secondary ticket market. This means a couple of things:

3.) Since the tickets are all being listed for resale by individuals with different pricing approaches, the prices may fluctuate and vary based on supply and demand.

The price you're likely comparing to is the face value of the ticket, which is an arbitrary value set by the box office when initially selling the ticket. The face value doesn't have anything to do with the prices for tickets listed on the secondary market, on SeatGeek or anywhere else! Sellers are free to sell (or not sell) those tickets at any price they choose. The buyer is the ultimate decider on whether the tickets are being offered at a price they think is fair enough to make a purchase at.

I definitely understand why you'd be upset, but we are unable to force a refund from your seller when this was the price agreed upon at the time of sale. Despite this, I hope you were able to have a great time at the event! Hopefully we've been able to give some context to your experience here, but if you have any questions or concerns that we can help with, please let us know and we'll be happy to discuss this further.

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Hey Matt,

Thanks for reaching out to us! We totally understand your frustration. Ordinarily, emails are automatically triggered to send when an order is placed to track its status - however, it looks like this was a rare situation where those emails did not send as expected. It's a very unusual situation, and it looks like we were attempting to work with you to buy back that duplicate order from you, but we haven't gotten a response since we contacted you on 8/28.

If you'd like a refund for that order, please let us know by responding to the email with the buyback terms, and we'll be happy to get that sorted for you! If you can't find that email, please just reach out to us and we'll be happy to help. And of course, if you'd rather just keep the tickets, there is no action needed on your part.

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Hey Nathan,

Thanks for sharing your feedback. I definitely feel you here! I'd like to talk a bit about how pricing on SeatGeek and the secondary market in general is determined, to help give some context to your experience.

When we're talking about the secondary market, we're talking about tickets being resold after their initial purchase from the box office. Prices on the secondary market are almost universally set by the seller. SeatGeek has no control over the prices on our Marketplace - we just provide the venue for buyers and sellers to make their deals.

In general, we expect deals to be made around the "market value" of the tickets - determined by some combination of what the buyer is willing to pay and the number of sellers competing with each other to give the best price under that amount. Because those factors are always changing, the prices on SeatGeek fluctuate with supply and demand.

Getting the best deal on the secondary market means knowing the popularity of the event you want to go to and keeping an eye on ticket prices over time. In general, if you're hunting for the best price on tickets, the weeks or days leading up to the event are often going to be the best. That's because those times are the most likely for sellers to drop the price of their listings to try and sell before the event. There's no guarantee, though - if it's a very popular event and there are few tickets on the market, prices can go sky-high instead, or even sell out!

We hope this helps give a bit of clarity around how prices on SeatGeek work, as well as gives you a bit of a guide for any future purchases you might make on the secondary market. If there's ever anything else we can help with, please don't hesitate to reach out and we'll be happy to assist.

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Hey Seth,

Thanks for reaching out to us. I feel your disappointment here! It can be really upsetting when events are rescheduled like this, and I want to take a moment to talk about our policies around them and why they are the way they are.

As you may know, SeatGeek is a secondary ticket market, meaning that most tickets on our site are not coming direct from the box office - they've already been purchased and are being resold. All sales are generally final once the purchase is made, and it's only in specific circumstances such as non-delivery that we can compel a refund from the seller.

When it comes to postponed events, the general rule of thumb is - if the box office is not refunding, neither can we. This is unfortunately the case for just about every postponed or rescheduled event. In instances like these, we recommend that you simply resell those tickets instead to recoup your cost.

I'd be happy to offer more assistance with reselling if you let me know your order ID, and of course if you ever have any questions or need any other assistance, please let us know!

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Hey Lukasz,

Thank you for reaching out to us and sharing your experience. We never want for someone to wind up with tickets they didn't mean to buy, and we understand your frustration in this situation.

I just reviewed our records from when you purchased these tickets. It looks like you paused while checking out with tickets for the date that I think you must have intended to buy for, August 31st, when you began attempting to login. It looks like it took you several attempts, at which point you navigated away from checkout. When you had logged in and then attempted to find the tickets you were looking at again, it looks like you were then on a different event for the same performer on August 28th instead, where you placed the order and it went through. While this is frustrating, this does not look like an error with our system.

The SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market, we do not have the ability to demand your seller to refund your order in a situation where tickets were purchased by mistake. The good news is, you do still have several days to sell those tickets! This is a popular event and it looks like you are offering them at a good price. If you want to improve your selling chances, you can lower the price a bit further to make sure that you are at the top of the listings, but that may not be necessary given how much time you still have to sell those tickets. So I advise just keeping an eye on your listing, adjusting the price as necessary to keep it near the top of the listings, and waiting for a buyer.

Hope that helped, but if you have any other questions or concerns, please do not hesitate to let us know.

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Hey Matt,

Thanks so much for reaching out. We understand that this was a confusing situation, and we'd like to clarify why we could not get you paid for the tickets. This was not because the headliner had changed, but because the venue had changed the event to a free concert and offered refunds for all tickets sold.

When we had discussed this matter with you when the headliner changed and the event rescheduled, the information about this being converted to a free concert was not available yet, so we advised you that sales for rescheduled events are still valid (which is true!)

However, when it came out that the event was free, the situation changed. SeatGeek does not generally permit the sale of tickets for free events through our Marketplace, so the buyer was refunded, resulting in you not being able to be paid.

If you haven't already, you should contact the party you received those tickets from to get refunded for your cost as well.

We hope this helps clarify the situation. If you still have any questions at all though, please do not hesitate to let us know.

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Hey Kristi,

Thanks for reaching out. I understand how frustrating this situation is, and I'd like to go over what we see from our end.

Looking at your account, we see that two orders were placed - one around 8:01 pm PDT, the other around 8:16 pm PDT. The time elapsing between the two orders eliminates the possibility of a button being double-clicked for an accidental order. Because these two orders are in very different sections as well, each order would have had to have been individually selected - there is no relation between the two orders being placed that would be explained by a system error. We can also see from your account activity that after the first order was placed, your account was actively browsing pages on our site before the second order was placed. Emails were sent to the same email to confirm each purchase.

Because of all this information, this does not appear to be an error on our end, and we are not able to secure a refund for you from your seller. As you may know, the SeatGeek Marketplace is a platform which connects buyers and sellers of the secondary ticket market. This means that we cannot cancel, exchange, or refund orders after they have been placed so long as your seller fulfills their end in delivering those tickets.

We do understand that this was a disappointing experience, however. We regret that we were not contacted about this issue until the day after the event, several days after the orders were initially placed, because we have no way to help you recoup the cost of the mistaken order if those tickets are unusable. If contacted in time to resell those tickets, we can help you get them on the market so that you can find a buyer and get your money back.

We care a lot about making game days special and it's frustrating that there was not an opportunity to help here. If there's ever anything we can do to help in the future, though, we truly hope that you will let us know and we'll happily do all we can.

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Hey Ashley,

Thank you so much for sharing your feedback. This is a situation we never want any user to find themselves in, and we're so sorry that it happened! Sellers providing invalid tickets is a rare but very serious issue on the secondary market, which is why we back all sales with our Buyers Guarantee. While there may be a small wait while we investigate the details with the venue to confirm what happened, a situation like you've described with tickets being invalid WILL get you a refund - often above and beyond what you paid in the first place.

That said, I was not able to find an order number using your credentials, and I'd like to check in on your refund and make sure that everything is going smoothly. We'll be reaching out to you privately to get more details on your order so we an follow up and make sure that this is handled as smoothly as possible for you, so please keep an eye out for an email from us!

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