SeatGeek Reviews

Hi Sean,

We definitely do care very much about the people who use our platform. I am sorry to hear that you were promised a callback and never got that. Please know that I will be reaching out to you directly to try to get this issue resolved for you.

Warm Regards,

Locke, SeatGeek CX Team

Hi Deanna,

All refunds should process within the time frames you posted above. If the refund is to a card it takes 3 to 5 business days, refunds through PayPal can take up to 10 business days. If these time frames have passed, and it sounds like they have, please reach back out to us. In cases like this generally something happened between our payment processor and getting it issued and our team can get that located and resolved.

Warm Regards,

SeatGeek CX Team

Hi Karen,

We absolutely do not want to have your daughters birthday ruined, our goal is to help people see more live events. I am very sorry to hear that this happened. It sounds like there may have been some form of internal error.

Know we are here to do our best to make this right for you and find a resolution. Please reach out to us at 888.506.4101 or support@seatgeek.com and let us see what we can do to make sure you have seats for this show and the ability to have a magical birthday with your daughter.

Warm Regards,

SeatGeek CX Team

Hey There,

We are very sorry to hear that the tickets provided to your by one of our sellers were invalid. Please know this is something we take very seriously and will fully be investigating. You are protected by our buyers guarantee though and we will refund your order at 120% due to this. If you haven't already please contact us and we will get this refunded.

Warm Regards,

SeatGeek CX Team

Hi Rod,

We require all tickets to be noted if they have a limited or obstructed view. However, what constitutes an obstructed or limited view is set by the venue. If the tickets issued by the venue not indicate that the view has any limitations, then they don't consider it such. Lots of older stadiums are like this and those teams consider it part of how that venue is.

Regarding the view shown, these are approximations of how far you will be from the field. We don't have the ability to show the view from each and every seat. What we show is an image of where that section is in comparison to the field.

There was no intention to mislead here, the venue does not consider the seats you had to be obstructed view or that would have been noted on the ticket and then noted on our site.

Warm Regards,

SeatGeek CX Team

Hello Sheryl,

Sorry for the anxiety this caused for both you and your son! This is not how we want anyones event experience to go. It sounds like it took until almost show time for the seller to provide a ticket link and when they did that link did not work.

Please give us a call at 888.506.4101 and we will make sure you get a full refund for this order!

Warm Regards,

SeatGeek CX Team

Hi Keith,

I am very sorry for how long it has taken for us to get this resolved for you. I am following up directly to your email after posting this to make sure we get this resolved for you.

It looks like there was an error on the processing side and tickets for one event got listed as if they were for the event you were looking at. I know we have fixed that error now, but it still impacted you. I will do my best to try and get this resolved and promptly for you.

Warm Regards,

Locke, SeatGeek CX Team

Hi Raegan,

First, I am very sorry you were not able to see the concert you were looking forward to. What happened here is not the standard experience, but we are sorry you had to go through all of this.

When the event got rescheduled something happened that caused tickets to vanish from Flashseats accounts. We are not sure what caused this, but we don't have access to their systems to know what happened. The box office should not have treated you that way and tried to help even when you had full proof of the tickets.

Looking at your order I can see we did fully refund you, as we would never charge someone for an order that resulted in them not being able to see the event!

Warm Regards,

SeatGeek CX Team

Hi Patricia,

We can fully understand that this is causing you some anxiety. Please know this is perfectly normal, and different sellers have different relationships with venues/teams. So they often get tickets closer to the event date and then fulfill those directly to you.

Once a seller confirms an order, we back it with our guarantee. If the seller for any reason does not fulfill the order we will either refund you at 120% the cost or source you replacements that are comparable or upgrades at no additional cost to you.

I am also going to send an email to the seller to see if there is anyway they can fulfill your order sooner.

Warm Regards,

SeatGeek CX Team

Hi Brandon,

First off I want to say sorry you and your wife went through this entire ordeal. Know that I want to make sure we find a resolution for this and I am committed to doing so.

I am going to followup with a private message here to get some info and see what we can do for you.

Warm Regards,

SeatGeek CX Team

Hey Nick,

We fully understand waiting on tickets can cause anxiety, that said different sellers have varied relationships with venues. Meaning for security reasons they get their tickets closer to the event date and send those right over when they do. Order will always be fulfilled no later then the day prior to an event!

Please give us a call at 888.506.4101 and we can take a look into when your order will be fulfilled. Know you are protected by our guarantee and we will source you comparable or better replacements at not added cost to you or refund at 120% if the seller fails to fulfill on time.

Warm Regards,

SeatGeek CX Team

Hi Susan,

I am very sorry to hear about the experience you had trying to get your tickets. First I want you to know we do have a customer service number, we can be reached 9 AM to 11 PM EST at 888.506.4101.

Sometimes tickets have to be fulfilled by a specific platform. We try to fulfill through our app as often as we can, but if an event or venue requires a different app that is the one it will be fulfilled through. These orders are denoted when you're looking at them prior to checkout as mobile transfer. That is why our team had to assist in having you check with another platform here.

Due to the nature of being a secondary ticket marketplace, we cannot refund orders. We connect buyers with sellers, which means we have an all sales are final policy. If an event is cancelled we of course refund, but if a seller successfully fulfills the tickets we need to honor that sale.

Please reach out to us at the above number and one of our reps can look more closely at your order.

Warm Regards,

Locke at SeatGeek

Hi Kyle,

I am very sorry to hear that the tickets you got were not valid for the event!

That is absolutely not the experience we want for anyone using our platform. Know you our guarantee assures you will be refunded 120% of the order cost, as the tickets you got did not work!

If you haven't already please call us at 888.506.4101 so we can get that order refunded for you.

Warm Regards,

SeatGeek CX Team

Hey There,

We fully understand and hear that this was not a great experience. We opperate from the fact that the vast majority, 99% of them, fulfill on orders once they confirm them. Therefore we were under the impression the seller would fulfill your order.

I am very sorry that didn't end up happening. You are protected by our guarantee and we will refund the order at 120% for the the fact the order did not get fulfilled.

Warm Regards,

SeatGeek CX Team

Hello Ryan,

We are a secondary ticket market, which means our policy is that all sales are final. If an event is cancelled and the box office is refunding, we can offer a refund. If the tickets you are provided are still valid for the new date/time of the game then we have to honor the sell as we cannot control a venue or teams decision to change the date of an event.

Warm Regards,

SeatGeek CX Team

Hello There,

I understand and hear you concerns with our platform. You would like to be able to sell tickets that you purchased, prior to them being delivered. Unfortunately our platform is not setup to allow for that on our Marketplace available to all users.

Our vetted sellers can fulfill tickets in a number of ways, that delivery method is specified at the time of checkout. The exact date they will be delivered is generally not specified as different sellers have different relationships with venues and may get their tickets they fulfill with closer to the event date.

In this case it sounds like that is what happened. For users reselling tickets, we are limited to PDF tickets that you already have procession of. While the tickets for your order are confirmed and will be fulfilled, we are not set up as a secondary market to facilitate sells like that at this time.

Hope this helps illuminate how our platform works!

Warm Regards,

SeatGeek CX Team

Hey There,

I have reached out to you as a followup directly.

It looks like we refunded this order at 100% and I will work with you to figure out where the holdup might be between us and your bank to make sure you get your full refund.

Warm Regards,

SeatGeek CX Team

Hey There,

Very glad you enjoy using our service!

Thank you for the feedback, we always take feedback from our customers seriously and will make sure our users know if we offer additional promo codes!

Warm Regards,

SeatGeek CX Team

Greetings Anthony,

The 120% guarantee is for orders that were confirmed and the tickets never fulfilled. In this case the order went into the pending state but was never confirmed by the seller. When this happens if the order is cancelled by the seller or we cancel it due to pending to long, the hold that was on your card is released.

We don't actually process the funds until the order is confirmed. So when it was cancelled the hold was released and generally falls off of the card within 24 hours.

We are very sorry that the seller did not end up confirming the order, but in these cases all we can do is release the hold so you are not charged anything for the attempted purchase.

Warm Regards,

SeatGeek CX Team

Greetings,

First off I am very sorry that the tickets you ordered were not fulfilled. This only happens on a very small percentage of orders and is something we take very seriously when our sellers do not fulfill orders they have confirmed. This is why we offer our guarantee, and a refund of 120%. We also try to find comparable tickets and will go above the initial cost of the tickets at no cost to the customer but there is limitations.

So even if there were tickets available there was a chance they were ones we could not use fo replacements.

Please make sure you reach back out to us at 888.506.4101 and we will get your above cost refund processed for this order.

Warm Regards,

SeatGeek CX Team

Hello Austin,

I am very sorry you can't make the new date. Unfortunately, as a secondary ticket market, we have to operate with an all sales are final policy. Unless the box office is giving out refund and the event cancelled, the order cannot be refunded.

Ticket delivery is also based on when the seller is going to get the ticket. In many cases events that are large like this have mandatory delays on releasing the tickets or maybe don't release to sellers until closer to the event. We did reach out to see if there was any chance it could be fulfilled sooner but the seller wasn't going to have the tickets until 24 hours before.

Our policies are all clearly stated and we are happy to help within the best of our ability.

Warm Regards,

SeatGeek CX Team

Hello Max,

It seems like there are a number of things causing you frustration here, I am very sorry to hear that. I am going to address each of your points to hopefully add clarity!

I do understand that fees are the worst part of the ticket buying experience, unfortunately those fees are what are able to keep us in business and able to continually evolve our platform to provide a better service. We do make sure to keep our fees comparable to other places you may buy tickets. We also want to make sure you get the best deal you can, so we offer price matching. If you do find tickets cheaper elsewhere we can give a promo code for 110% the difference! This way we can stay the best priced place for tickets.

What you are experiencing in delay is called the in-hand date. Different sellers have different relationships with venues. Generally they get their tickets closer to the event, this is just a security measure meant to protect you as a ticket buyer. As these are electronic tickets as soon as the venue releases those tickets to the seller the seller will transfer them directly to you.

As for the guarantee, if anything did happen to your confirmed order we refund 120% of the total order. We do not keep any fees. So it would be 120% of that $192 or about $230. We actually lose money if we need to refund but we do that as an assurance and belief in the tickets getting fulfilled. We can also get replacements instead of a refund that are comparable or an upgrade at no additional cost instead.

Hope this clarifies things better!

Warm Regards,

SeatGeek CX Team

Hello,

Taking a look at your order I can see where you selected Orchestra and it turned out the seating for this event was General Admission. Due to the fact that our site was misleading (an error we are getting fixed) for this order I am reaching out to make sure we get you refunded.

If you do not get the tickets you selected with our system, we will not force you to keep those tickets!

Warm Regards,

SeatGeek CX Team

Hello Michele,

I can fully understand that there are frustrations when a band changes their tour dates. This is completely outside of our control however. As a secondary ticket marketplace, we cannot offer refunds due to events getting postponed if the tickets you have are still good for the new date.

In this case they were hard stock tickets shipped to you, so the seller fulfilled the order on their end. Right now our platform is not setup to allow ticket resales from users in a format other then PDF. I am happy to hear you found a place that allows you to list hard stock tickets for resell!

Warm Regards,

SeatGeek CX Team

Hello There,

It seems like you had a very difficult time trying to attend the game. I am sorry that we were not open by the event start time, our hours are 9 AM to 11 PM EST.

In this case it seems like you clicked the 'send' feature in the app, this allows you to send the tickets to other users. Sometimes this is mistakenly used to attempt to send it to your own email, when a ticket is in a pending transfer state it doesn't allow it to be accessed.

I am going to reach out to you directly to try and find a resolution.

Warm Regards,

SeatGeek CX Team

Hey There,

While we do understand that emergencies and things come up, our policy is that all sales are final. As we are a secondary ticket market we don't hold the inventory and cannot do exchanges nor can we refund when our sellers have fulfilled orders correctly.

Our payout system is done completely through direct deposit. This is actually to assure we are able to keep our sellers protected and data safe. There are other platforms for selling tickets that may have a payout that better suits your needs but our system is extremely secure.

Again, we are sorry you couldn't attend the game but try to always be transparent in our policies and that sales are final.

Warm Regards,

SeatGeek CX Team

Hi Barbara,

I am sorry that you got duplicate tickets, sounds like that wasn't deliberate.

Our general policy is that all sales are final and tickets need to be resold if the buyer no longer wants them. However, in situations like these there is generally more we can do. I will reach out to you directly so we can get that duplicate order taken care of and refund you for it in full.

Warm Regards,

SeatGeek CX Team

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.

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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!

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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.

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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.

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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.

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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!

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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.

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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!

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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.

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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.

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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.

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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.

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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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