Complaints

This profile includes complaints for TicketLeader's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TicketLeader

  100 North Renfrew St Vancouver, BC V5K 3N7

• 

  TicketLeader

  2901 E Hastings St Vancouver, BC V5K 5J1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:25/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 23/24 I tried to purchase Playland tickets online through TickerLeader with the 30% off BCAA discount. It would not come up on site and I ended up purchasing the full price tickets. I sent an email that night requesting the 30% off including my BCAA membership# for the discount. **************** replied that they unfortunately could not refund the 30% off because it was past date. I find it difficult to understand the lack of effort to honor the advertised discount for BCAA members. 30% of $175 is a considerable chunk of cash

  Business Response

  Date: 08/07/2024

  Hi there,

  We have reviewed this case and the customer successfully bought tickets at the reduced price through our **** offer. The reduced price that they paid was $35 per ticket x 5 = $175.

  Had she not gotten the **** rate it would have been $50 per ticket and thus $250.

  Therefore the customer was charged and paid the proper amount. This was all done online at the time of purchase so adjustment was made nor is needed.

  We would deem this case complete and trust the customer to do the same.

  Thank you,

  *******

  Manager, Ticketleader

• Initial Complaint

  Date:21/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought 2 tickets at 780 CAD each. We found that recently the official price dropped quickly and they start to upgrade cheapest ticket to our section. This is definitly not acceptable. No one will trust this business again together with *********************** ******* ****** ******* *** ********** *****. We're true fans but we met so many times that the concert organizer refuse to refund together with promote cheap ticket, which hurt every fans a lot. Ticket Leader and ******************* are really bad for whay they did in North America. ****** ***** ** ***** ******* *** ********* ***** **** *** ********* ** ***

  Business Response

  Date: 29/09/2023

  Hi there,

  Unfortunately as the venue and the ticket seller we must abide by what the promoter of the show would like to do. This was their decision to move some seats and we have been instructed to not provide any refunds or partial refunds due to it. We understand your point of view completely. If you would like to try to speak with the promoter their email is: ***********************

  Regards,

  *******

  Ticketleader *********** Manager

  Customer Answer

  Date: 29/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Ticketleader simply shifted all responsibilities to event host but the *********************** will never answer the question. Just like we initiate the case for both of them, *********************** never replied.

  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:05/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been overcharged by Ticket Leader because my **** membership didn't go through at the time of pucrhase. I called them the next business day, and as soon as their office was open to provide them with my **** membership number and get a refund for the incorrect charges. I was unexpectedly told that the incorrect charges will not be reimbursed, and I'm more than welcome to file a ***** case for the incorrect charges. I have a receipt that I have been overcharged. I also have an email confirmation that I'm eligible for 30% discount, which it never went through. I found the Ticket Leader response totally unexpected and unprofessional.

  Business Response

  Date: 08/09/2023

  Hi Ali,
  
  Thank you for your note. We have reviewed your situation. Would you be able to provide us with with your **** number in order for us to see if we can retroactively process your tickets through the **** pricing and thus provide a refund so that you pay the **** rates.
  
  We look forward to hearing back,
  
  Sheldon
  
  Manager, Call Center

  Customer Answer

  Date: 08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Thanks for your understanding. My **** membership number is ****************. Once I receive the refund I will consider this case closed with a satisfactory resolution. Please let me know if you need any additional info. 

  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/09/2023

  Hi ***,

  Thank you for the **** number. We have adjusted your account and processed the refund back to your purchasing card. It will take about 5 business days for it to show on your card statement. We look forward to being able to consider this case remedied.

  Best,

  Sheldon - Ticketleader Call Center Manager

  Customer Answer

  Date: 13/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  can you please confirm the total amount refunded to my card? I have received an email for a refund of $98. However, I was expecting a refund of $147 (30% on the total amount paid of $490). Id appreciate it if you could provide further clarification.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 15/09/2023

  Hi ***,

  Yes absolutely I can explain.

  The **** discount is 30% off the full price on the day of the fair. 

  This price is: $55 for rides and $25 for adult admission

  Therefore **** pricing is: $38.50 for rides and $17.50 for adult admission.

  You had already saved by buying earlier so you paid: $50 for rides and $20 for admission.

  So the adjustment/refund of $98 is correct.

  Thank you,

  Sheldon - Manager, Call Center

• Initial Complaint

  Date:29/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my tickets on July 14th at a price of CAD ****** with confirmation number ******************************, only to discover that the recent pricing is significantly lower than what I initially paid. There are even more tickets available at this reduced price. The ***** difference between the initial price and the current offering creates an impression of misleading customers into making purchases at the highest price point.

  Business Response

  Date: 08/09/2023

  HI there,

  Thank you for the note. The tickets your purchased at PL5 - Upper Bowl were purchased at the ************ and tickets in that area are being sold at the same price while tickets that are low (row 16 for example) are being sold at a higher price.

  We fail to see the reason for your complaint. If you have some screenshots that show there are better seats available at a lower price then we can look at exchanging your order but at this point there is no action that we can take for you.

  Regards,

  *******

  Manager, Call Center

• Initial Complaint

  Date:24/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Confirmation Number: ******************************, I am writing to express my dissatisfaction and disappointment regarding my recent ticket purchase and to request a refund. I have encountered multiple issues that have led me to this decision.When I initially made the ticket purchase, I selected seats priced at $258. However, upon completing the order, I was surprised to discover that I was charged $484 instead. I am 100% sure this is their system issue. However, upon closer inspection, I found that the seats I paid $484 for were exactly the same as those priced at $258. This inequity and sense of being ****** left me feeling quite aggrieved.Adding to my frustration, I am facing an impending issue with my ***** It is set to expire before the scheduled concert on September 25th, preventing me from being able to attend. I have already contacted your customer service via phone and email, providing documentation that verifies the impending expiration of my *****In light of these two circumstances, I am kindly requesting a refund for my ticket purchase. The combination of the pricing discrepancy and my **** situation has left me unable to attend the event as planned. I have taken the liberty of attaching the necessary documentation that confirms the **** expiration date, my order confirmation, and the location of my seats(highlighted with yellow). I trust that this evidence will aid in processing my refund request promptly and efficiently. I appreciate your attention to this matter and look forward to a timely resolution.Thank you for your understanding and cooperation. I am hopeful that we can reach a satisfactory resolution to this situation.

  Business Response

  Date: 28/08/2023

  Hi there, 

  We appreciate the chance to respond to this complaint. When purchasing the tickets, there are no less than 3 instances that the fees and total cost for the tickets is indicated, so unless someone is not paying attention that is very clear. See first 3 attachemnts.

  Secondly, when purchasing the tickets you are required to agree to the terms and conditions which stipulate that you agree to pay the agreed upon amount listed. Also that there are no refunds.

  As for the tickets being the wrong price. I'm not sure where the customer is getting this information. Seats in this area have been sold but there are seats in the same price level (********) which are the exact same price as was.

  We will not take the **** expiry into consideration as that is certainly not our responsibility to know when you will be in the country. That is a personal matter completely unrelated to this matter.

  Regards,

  Sheldon

  Manager, Ticketleader Call Center

  Customer Answer

  Date: 29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I am writing this letter with extreme frustration and anger to express my complete dissatisfaction with your company's policies and customer service. It appears that your entire system is designed solely to ******* **** *** *********, without any consideration for the ********** ** **** customers.
  
  Unlike other places where I make purchases, there is usually a refund policy of at least 7-30 days, which serves to safeguard both customers and the company. However, it is astonishing to me that a company of your size lacks such a policy. Are we to believe that your ********* policies are nothing more than ******* ** ******* ***** **** **? This leads me to strongly suspect that **** ******* ******** ****** ** ** ********* ******, where policies **** ** ** ******** *********** *** **** *** ***** ****** ** *** ******* *** *** ******* ** **** *********.
  
  Fine, as you claim, the issue with the ticket and **** is not your concern. But then your platform fails to provide me with any resolution whatsoever. Your platform not only refuses to refund my money but also lacks a mechanism for me to resell my ticket ahead of time. I am forced to wait until just two days before the concert to use this feature. How can anyone trust whether the ticket I am selling is genuine or not? Your system restricts me to transferring my ticket only two days before the concert. Do you honestly believe that within this mere 2-day window, I will be able to find a buyer for my ticket? Put yourself in my shoes for a moment and consider this matter from a customer's perspective, not just your company's.
  
  Even when I called your customer service, I was appalled to hear that they wouldn't grant me a refund even if my parents had passed away. What kind of service attitude is this? It's nothing short of a *****. Companies with such ********* service attitudes should not exist.
  
  I have maintained a reasonable attitude throughout this ordeal, but your responses and the solutions offered by your customer service have only reinforced my belief that Ticket Leader is nothing more than a ************** ******. My friends and I have consistently purchased concert tickets from your platform and placed our trust in it. However, after this incident, our perception of your platform has drastically changed.
  
  In summary, your lack of a reasonable refund policy, combined with the absence of a viable solution to my situation, has left me utterly disappointed and angry. Your platform's inability to facilitate an early ticket transfer, coupled with the dismissive approach of your customer service, paints Ticket Leader as a company that prioritizes profits over customer satisfaction.
  
  I expect a prompt and satisfactory resolution to this matter. Failure to address my concerns adequately will only cement my belief in the negative image I now hold of your company.
  
  
  
  *****************

  Business Response

  Date: 08/09/2023

  Hi ****,

  We appreciate your note.

  We would like to re-iterate that our terms and conditions that you must agree to by checking the box stating that you have read and agree to the terms include the fact that there are no refunds on this ticket purchase. Some retail stores for sure have more relaxed policies when it comes to purchases. The ticketing industry is very different. Those are generally all final sale right off the hop. (attached - T&C Agreement)

  As for the tickets not being available until 48 hours until the show. That is listed when purchasing the tickets (attached - 48 Hours Notice 1). That has been our company's policy for many years.

  We have requested an earlier distribution of your tickets from the promoter to help facilitate a transfer of your tickets. We will inform you of that decision when we have it.

  We remain unable to provide a refund on this purchase.

  Regards,

  Sheldon

  Manager, Call Center

   

  Customer Answer

  Date: 08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Mr Shelton, 

  Thank you for getting back to me. First, I want to make it clear that when I bought the tickets initially, I chose ones that cost 200 Canadian dollars. However, due to a problem with your system, I only realized after making the payment that it had picked seats that cost more, even though these seats were almost the same as the ones priced at 200 Canadian dollars but cost double. Is it because you wanted to **** **** ***** that you set two different locations so close together at twice the price? I've been to many concerts, and this is the only one where I felt the prices were outrageous, both in terms of cost and the corresponding seating. With 500 Canadian dollars, you can buy a lot of things, but at this concert, all I got was a ticket where I'd need binoculars to see the singer. Does that seem fair to you?  This price difference happened because of issues with your company's system and how the tickets were bought, and it's really not fair to me. That's why I strongly believe that a refund is the only fair solution.
  
  Despite your company's strict policies, considering the system and technical issues that occurred during this ticket purchase process, I believe I am entitled a refund. I hope you can understand this and provide a fair and reasonable solution to address this matter.
  
  Thank you for your understanding and cooperation, and I look forward to your prompt resolution of this issue.

  I hope I can get a reply from your side in less than a week.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:15/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********, ****August 14, 2023 Better Business Bureau Subject: Urgent Complaint Regarding Unfair Ticket Purchase Experience, Seat Allocation, Price Discrepancy, and Request for Full Refund Dear Better Business Bureau,I am writing to bring to your attention a deeply concerning and unsatisfactory experience I encountered while purchasing concert tickets through Ticketleader. My grievance encompasses not only the unfair seat allocation but also a substantial disparity in the ticket price as compared to the official website's announced pricing. I believe that my case warrants your immediate attention and intervention to rectify the issues and ensure fair treatment for consumers like myself.On July 14th, at 11:00 AM, I engaged with *********** to purchase a total of 8 tickets for the ***** ****: **** *** ****** ***** **** ****, scheduled for September 25th, 2023. The website experienced prolonged loading times, presumably due to high demand, but eventually, I managed to access the website and make my purchase. However, the process was far from smooth, and I had to navigate challenges, such as being unable to choose specific seats or view the seating map.Given the circumstances, I opted for the alternative option of having Ticketleader select the "best available" seats for me and proceeded with the purchase, hoping for a favorable outcome. It was disheartening to note that after approximately 10 minutes, the seating map became visible, and other patrons were able to select seats directly from the map. To my dismay, there were numerous high-quality seats available in front of me, while the seats I had been assigned were positioned in the last row of the zone, far from the stage, and clearly inferior in terms of location and quality.Furthermore, a significant issue has emerged regarding the pricing of the tickets I purchased. The official website for the concert, on July 13, 2023, announced that tickets would start at $680. However, I was charged $714 for each ticket on the Ticketleader website. **** ***** *********** ** *** **** ********** *** **** ****** *********** ** ** ******* * **** ** ************ *** ******** ** *** ****** ********** ************* *** ********* ** ***** *********** * ** **** **** ** ****** *** ** ******* * **** ****** *** *** * ******* * ********* ******* ************* The combination of an unjust seat allocation and an unexplained price discrepancy has severely compromised the integrity of this transaction. It is my belief that a full refund of the total purchase amount is the only suitable resolution to address this matter adequately.To substantiate my claims, I have attached an image of the official website poster, clearly indicating the starting price of tickets. The disparity between the advertised offerings, the actual seating arrangement, and the unexpected price difference raises serious concerns about Ticketleader's business practices and their adherence to accurate pricing.I urge the Better Business Bureau to intervene promptly and ensure that Ticketleader rectifies this situation by issuing a full refund of the entire ticket purchase amount.I appreciate your dedication to upholding fair business practices and safeguarding consumer rights. I trust that the Better Business Bureau will take the necessary steps to address this matter and secure a just resolution.Kindly acknowledge receipt of this letter and communicate the steps that will be taken to address the concerns outlined herein. You may reach me via email at ****************** or by phone at ********** for any further information or clarification you may require.Thank you for your attention and assistance in this urgent matter.Sincerely,***************

  Business Response

  Date: 18/08/2023

  Hi there,

  Thank you for the note and the concerns. We appreciate the feedback.

  As is stipulated in our terms and conditions (attached) under term 6. Ticketleader has a strict no refund policy. This stems from us being the ticketing company and not the promoter who is putting on the show. The promoter of show comes to an agreement with Ticketleader to sell the tickets for said show. As the promoter, they are able to advertise the show and show prices however they would like. The normal practice in this space is to advertise the prices before the fees to make them more appealing. We cannot control that. When you come to ticketleader to purchase the tickets the fees are clearly listed as you are purchasing the tickets. Referenced by the 3 attached screenshots. Which is also clearly stated on the screenshot shared by the customer labelled "ticket".

  We cannot control when the map was available to book the seats but sometimes the promoter wants to put their tickets on sale before the map is available. Unfortunately that is beyond our control and is unfortunate in this scenario.

  Unfortunately due to the aforementioned facts we are unable to provide a refund to the customer.

  Thanks,

  *******

  Ticketleader *********** Manager

  Customer Answer

  Date: 18/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:I want to express my gratitude for your swift response to my initial inquiry regarding my recent ticket purchase. However, after careful consideration of your explanation, I am compelled to reject the business response provided.
  While I understand that Ticketleader operates within certain terms and conditions, the issues I encountered during the ticket purchasing process raise significant concerns. The seat allocation I received was markedly subpar compared to the seats subsequently made available, and the pricing I was charged exceeded the advertised price on the official event website.
  These discrepancies, coupled with the inability to select seats and view the seating map during the purchase, have left me deeply unsatisfied with the overall ticketing experience. As a valued customer, I believe I have the right to expect a transparent, fair, and accurate representation of the tickets I am purchasing.
  Given the circumstances, I kindly request that Ticketleader reconsider its decision and extend a full refund for the tickets in question. While I am aware of Ticketleader's no-refund policy, I believe that the exceptional circumstances of this situation warrant a reconsideration. A fair resolution would not only address my concerns but also uphold the principles of integrity and customer satisfaction that underlie reputable business practices.
  I understand the complexities involved but am hopeful that, as a customer-focused company, ********************** can acknowledge the importance of rectifying this situation. I kindly request that you review my case once more, considering the discrepancies highlighted and the unexpected inconveniences I encountered.
  Please acknowledge the receipt of this rejection and indicate the next steps for further consideration.
  Thank you for your understanding and cooperation in resolving this matter.
  

  Business Response

  Date: 28/08/2023

  Hi again,

  As the ticketing company and not the promoter (organizer) of this show, we are under agreement with them regarding the inability to provide refunds for this concert; even under an exception such as yours. As we have requested on your behalf but been denied.

  Given your experience when purchasing tickets we would consider the potential for moving your seats within the same price level. That could be discussed on a future phone call.

  Regrettably, the refund of these tickets is not possible.

  Regards,

  Sheldon 

  Manager, Ticketleader Call Center

  Customer Answer

  Date: 31/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  While I understand the limitations you've outlined, I must emphasize the substantial discrepancies between the experience I encountered during the ticket purchase process and the representations made by the event promoters and the official event website. The seat allocation and pricing discrepancies have left me with a significant level of dissatisfaction and disappointment.
  Given these circumstances, I remain committed to seeking a fair resolution that aligns with the principles of transparency, fairness, and customer satisfaction. While I acknowledge that a refund might not be possible within the existing agreement, I am keenly interested in exploring the option you've mentioned: relocating my seats within the same price level. I believe that this might offer an opportunity to improve my overall concert experience.
  I am open to discussing this potential seat relocation during a future phone call, as you've suggested. Kindly provide me with details on how we can proceed with scheduling such a call. Additionally, if there are any further steps or information needed from my end to facilitate this process, please let me know.
  Thank you once again for your understanding and willingness to engage in this ongoing dialogue. I look forward to resolving this matter in a manner that is both satisfactory and reflective of the high standards of customer service that I associate with Ticketmaster.
  ****** ******* *** ******* ** *** **** ********** ********** *** ******* *** ******** ************ *** ****** ******** *** *** ***** ** *** ***** ** ****************** ** ** ***** ** ********** *** ******* **************
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/09/2023

  Hi ****,

  Thank you for your note. I see that you were able to call our call center and we approved the relocating of your seats within the same price level. We are happy that we could accomodate this request and that you now have better seats for this great concert.

  Hopefully we can consider this matter resolved.

  Thank you,

  *******

  Manager, Call Center

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DearBBB, I purchased 2 tickets on Ticketleader on Jul. 14th for "***** ***** **** *** ****** ***** **** ****", order confirmation number is ******************************. I am seeking your help to request refund I encountered several issues with the transaction that have left me dissatisfied with the overall experience. Firstly, the pricing information provided during the purchase process was not transparent. I was unable to view the seat map before completing the transaction, which made it difficult to make an informed decision about my seating preference and value for money. Secondly, I promptly reached out to the ticketing company within 24 hours of the purchase to request a refund due to the aforementioned transparency issues. Unfortunately, they refused to process my refund, citing their policy. This left me feeling frustrated and disappointed, as it seems unfair to deny my request when I acted quickly and reasonably. Lastly, to my dismay, the purchased ticket is not accessible to me nor can it be transferred to someone else. This has further added to my frustration, as I now have a ticket that I cannot utilize or share with others. Considering the above circumstances, I kindly request your intervention in this matter. I believe it is essential to uphold fair consumer practices, and I trust that BBB's expertise in resolving disputes will help in addressing this issue promptly. Thank you for your attention to this matter, and I hope for a favorable resolution. Sincerely, ******* ***

  Business Response

  Date: 28/08/2023

  Hi there,
  
  Thank you for your message. 
  
  We apologize that you found your experience with these tickets not ideal.
  
  Sometimes, the seat map is not available for various reasons. However, when purchasing the tickets, the location is clearly listed prior to confirming the purchase.  (attachment)
  
  The fact that the tickets don't get issued until 48 hours prior to the show is also clearly listed and that is the agreement we have with the promoter of the show (organizers).
  
  Prior to purchasing the tickets you must agree to Ticketleader's terms and conditions (attached) which stipulates that there are no refunds.
  
  Unfortunately we are unable to this refund. 
  
  Regards,
  
  Sheldon 
  
  Manager, Ticketeader Call Center

  Customer Answer

  Date: 29/08/2023

  
  Complaint: ********
  
  I would like to reiterate my dissatisfaction with the overall purchasing process and insist on my request on the refund for the tickets:

  While I acknowledge that the general location of the seats was listed before confirming the purchase, it's essential to note that without the seat map, customers are left without a visual representation of their seating arrangement, which can significantly impact their concert experience. Transparency in this aspect is crucial for customers to make informed decisions.

  Regarding the issuance of tickets 48 hours before the show, it poses an inconvenience for attendees who may need to make additional arrangements or plan their schedules accordingly. This information, if made more prominent during the purchasing process, could help customers plan better.

  In your response, you mentioned Ticketleader's terms and conditions that stipulate no refunds. However, I would like to emphasize that these terms were not prominently highlighted during the purchasing process. Furthermore, given that I reached out within a mere 24 hours of purchase and have a legitimate concern about the lack of transparency, I believe there is room for exception to ensure a fair and positive customer experience.

  I kindly request a reconsideration of the refund in light of the circumstances mentioned above. I believe that addressing these concerns not only benefits me but also contributes to an improved purchasing process for future customers. I appreciate your understanding and willingness to look into this matter again. Your assistance in resolving this issue is highly valued.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/09/2023

  Hi again *******,

  Thank you for your message. We understand your situation and our policies remain in effect for your purchase.

  When the tickets were put on sale the promoter of the show makes the decision to go on sale with or without the map as sometimes the choose your seat map takes longer. This was the case here.

  The 48 hour timeline in which we send the tickets is one that we have gone by as a company for many many years and it is noted during the purchase process. We cannot keep adding more mentions of it because people don't pay full attention during the buying process. - Attached 48 Hours Notice 1 file

  The terms and conditions are in line with industry standard where they are fully available to read prior to purchasing. We suggest reading those prior to purchasing and you must check the box that says you have indeed read and do agree to the terms and conditions - Attached T&C Agrement file.

  With all of this information we have reached out to the promoter of the show to see if they will approve an exception for a refund in your case. We will inform you of their response once we get it.

  Regards,

  Sheldon

  Manager, Call Center

  Customer Answer

  Date: 09/09/2023

  
  Complaint: ********
  
  Hello there,

  I hope this message finds you well. I want to express my gratitude for your prompt response and for reaching out to the promoter of the show regarding my refund request. I understand that the policies and timelines are well-established, but I believe there are unique circumstances surrounding my purchase that warrant an exception.

  Given the importance of this matter to me, I kindly request an update on the progress with the promoter and if there is any timeline for when their decision regarding the refund exception might be available. Clarity on this timeline would be greatly appreciated, as it will help me plan accordingly.

  Thank you once again for your assistance in this matter. I look forward to hearing from you soon.

   

  Best regards,

  *********************

   

  Business Response

  Date: 20/09/2023

  Hi again *******,

  There is an update in your case. The promoter has not allowed any refunds on any tickets.

  However your tickets did get approved for a relocation to a better area. They are now located in section *, Row 7, Seats 15-16.

  Which is a much better location than previous.

  You will receive your tickets by end of day Saturday (September 23).

  We hope this is satisfactory for you.

  Regards,

  Sheldon

  Manager, Call Center

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought two concert tickets via Ticket Leader on July 14 for the event *******************: ***** *** ****** ***** **** ****. I bought the two tickets for a total of *******. There are a couple of thing that I wish to file this complaint for, which are as follows: 1. Malicious overcharge - The tickets are supposed to be in section PL4, however, ticket leader charged me for the price of the ticket at PL3 which was a higher price. I bought the ticket when it was first released, currently the website Ticket Leader has shows a price of ******* CAD for two tickets in the same section and one row in front of the row of my tickets.2. False advertising - All the ticket prices released does not match the agreement pasted by the official provider, which promises 480 CAD for tickets in section PL4 for the bare ticket price, where as it was sold at 504 CAD with additional ticket charges. This price and advertisement came from the singers official ************* platform (*****)s account I wish to require a full refund on this and I believe that my rights and trust on the *************** has been violated and breached in this situation. I have tried to contact the provider Ticket Leader via emailing and calling, both were ignored and not answered.

  Business Response

  Date: 28/08/2023

  Hi there thank you for you message.

  The complaint has been investigated and it should be noted that when you purchasing tickets there are multiple instances where the fees are indicated prior to completing the transaction. The prices that are advertised by the promoter of the show often do not include these fees as a marketing tactic. That is completely out of our control as the ticketing company for this show. This is indicated in the first 3 attachments.

  What happens sometimes with shows is that the promoter of the show can decide to change the prices at any point prior to the show which is what has happened in this instance since the show went on sale. However, when purchasing the tickets, you must agree to the terms and conditions (attached) which stipulates that you agree to pay the amount listed. More often the prices go up but the promoter does not go and try and collect money from the people who already have tickets. This is the same context.

  We hope this makes sense for the customer. As the ticketing company for this show we have no recourse on this complaint. 

  Thank you,

  *********************************

  Manager, Ticketleader Call Center

   

  Customer Answer

  Date: 29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Thanks for providing the response, but I dont think you paid attention to my claim. Firstly, the default price, before the processing fee and additional fees charged, was higher than the advertisement provided by the official platform. Second, and more importantly, I was overcharged for my tickets, which I noticed after cross verifying the ticket and charge on my credit card. The seat in the section I purchased for should be of a lower price, as listed on your ticket leader website. I was charged for the price of a PL3 Upper zone, while the seat is in PL4 Upper zone. The price shown on the website was different than the price that I was charged for. It is for these reason that I am requesting for the refund.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/09/2023

  Hi ******,

  Thanks for the note. Upon inspecting your account further we noticed that your tickets were indeed adjusted on July 27th to the proper price level of $504 (before fees) as per your screenshots. However, the difference in your initial payment and that price was never returned to you. We have processed the return back onto your purchasing card. We apologize for that inconvenience. So you have been charged the proper amount for your tickets. If you look on the site now the price for seats in that same area and PL are the same (PL4).

  We trust that this addresses your BBB complaint and hope you enjoy the show.

  ************;

  Manager, Call Center

   

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to kindly request a refund for a recent transaction that occurred on July 14, with the transaction amount totaling $1,569.65. The transaction in question was made by my wife, *******************, for the purchase of two tickets to ********************* concert. Regrettably, I was not informed of the price at the time of purchase.The tickets are for the ******************* concert scheduled to take place a month and a half later. The details of the tickets are as follows:Event: ******************* Concert Date: Sep. 25th 2023 ************************ 14 Seats: ***** The confirmation number for the purchase is: **-***************************. The email used for the purchase is: ************************ the circumstances and the fact that the concert event is still ahead, we have not yet received any service or benefit from this purchase. I believe it is fair and reasonable to request a full refund of the aforementioned amount. I must emphasize the financial strain that this transaction has placed upon our household. Due to unforeseen circumstances and limited financial resources, the amount of $1,569.65 is beyond our current means to comfortably afford. * ****** *** **** **** ********* *** ****** ** ************ ******** *** ************ The financial strain caused by this transaction is significant, and we are unable to comfortably afford this expense at this time.I kindly urge you to expedite the refund process as soon as possible. **** ****** ********* ** **** ****** ***** ******* ********* *** ********* ****** ** *** *******Thank you for your understanding and cooperation. We value your services and are hopeful for a positive resolution to this matter.

  Business Response

  Date: 18/08/2023

  HI there,

  Thank you for the message.

  Unfortunately in the terms and conditions of purchase which must be agreed to prior to purchasing a ticket through ticketleader.ca it specifically states in clause #6 that there is a strict no refunds policy.

  Therefore we are not able to process a refund on this transaction.

  Regards,

  *******

  Ticketleader *********** Supervisor

  Customer Answer

  Date: 18/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: *** ******** ** *** ****** *** **** ** ** ***** *** ******* **** * ***** ** *** *** ** ******** *** ************ ************ * *** ** ********* ** *** ********* *** ** *** **** ****** * *** *** ******** ** ** ***** ** *** *********** ** *** ***** * ***** *** ******* ** ***** *********** *** * ** *** ******* *** ***** ****** ** **** *******
  
  My primary concern is that I have not received any service or utilized the purchased ticket in any manner. I understand the policies and terms outlined by TicketLeader, but I believe the circumstances surrounding this situation warrant an exception. It would be greatly appreciated if you could reconsider my refund request based on the unique circumstances presented.
  
  I genuinely believe that an amicable resolution can be achieved in this matter, and I am open to providing any necessary documentation or verification to support my claim. I understand the importance of adhering to company policies while also considering exceptional cases, and I hope that you will give due consideration to my situation.
  
  Thank you for taking the time to review my appeal. I look forward to your response and a potential resolution that will help address this matter satisfactorily.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 28/08/2023

  Hi again,

  Thank you for your message. As we are the ticketing company and not the ones putting on the show we do not have the ability to even make exceptions to our no refund policy as we have an agreement with the promoter of the show that we will not provide refunds. We have asked to make an exception and they have said no. Therefore we have not further remedy.

  Regards,

  *******

  Ticketleader, *********** Manager

   

  Customer Answer

  Date: 29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because my deeply unsatisfied with the repeated rejections I have received. I am writing this letter to vehemently contest your decision, providing additional insight into my situation and a renewed plea for a fair resolution.
  
  While I acknowledge that your companys primary role is that of a ticket-selling platform, my concern is rooted in the principles of integrity, authenticity, and customer service. I entrusted your platform to facilitate an authentic and *********************** experience through the purchase of the tickets. To my dismay, this experience has been marred by doubts and concerns about the legitimacy of the event.
  
  It is imperative to highlight that I have not received any tangible service or value from my purchase. Despite your companys claim that you cannot access the funds, I remain steadfast in my belief that a solution can be found to address the needs and concerns of a loyal customer. If a transaction can be executed, there must be a way to reverse it, especially when the transaction is rooted in a genuine misunderstanding and lack of service provision.
  
  Furthermore, * **** ********* **** **** ********* *** ******** ********* ************** **** * ****** *** ***** My wife mistakenly made the purchase, and it was never my intention to acquire these tickets. The burden of paying for this purchase, especially when it does not align with my intentions, ****** ** ***** ****** ** ** ******** *** ** ************* *******
  
  Adding to my frustration is the fact that the concert is still a month away. Not a single service or resource has been utilized from your end, leaving me with an insurmountable feeling of dissatisfaction and unease about the situation. This underscores the validity of my request for a refund, as the events organizers have yet to deliver any form of value.
  
  In light of these circumstances, I implore you to reconsider your decision and work towards a resolution that prioritizes customer satisfaction, integrity, and fairness. The reputation of your company is at stake, and I believe that by addressing this situation with empathy and understanding, you can demonstrate a commitment to providing genuine and authentic entertainment experiences.
  
  I am confident that your organization possesses the capabilities and resources to rectify this situation in a manner that leaves both parties content. I sincerely hope that this letter compels you to take another look at my situation and reach a decision that upholds the principles of honesty and customer care.
  
  Thank you for your time and consideration. I eagerly await a response that demonstrates your dedication to resolving this matter amicably.
  
  

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***/*****,I hope this letter finds you well. I am writing to request a refund for my purchase of *********************** ***** **** tickets on September 25, 2023. The transaction amount was $2506.30, and the posted transaction date was July 17, 2023.I had purchased four tickets for the event, but I no longer need them as my friend had already bought me one ticket at that time. I tried to transfer the tickets to someone else, but the system did not allow me to do so until September 23. I did not receive any cash value tickets or anything until September 23. This means that I could not even transfer the ticket to other people. It is like borrowing my money without any interest for two months, and I have no solution to transfer or refund because the service, the ticket is not even provided in my hand. I received nothing after that.********, the ticket is overcharged at $2506.3 for four tickets. This is a lot of money, and I am highly affected by this. I tried to contact Ticket Leader for a refund on July 20 because I did not receive any service. However, they just said that the ticket is non-cancelable and cannot be exchanged. They also did not allow us to transfer this ticket without notice.This experience has been horrible for me, and it has affected my work as well. It is unacceptable that Ticket Leader would treat their customers in such a way. They have taken advantage of me by charging me an exorbitant amount of money for tickets that I cannot even use. Therefore, I request a full refund of $2506.30.Thank you for your attention.Sincerely,********

  Business Response

  Date: 28/08/2023

  Hi there,

  To address the complaint when purchasing tickets you must agree to the terms and conditions that include the fact that there are no refunds on these tickets. (Attachment 4)

  As for the prices, as the ticketing company we do not dictate the prices, the company putting on the show decides the price and we charge it. There are some fees on the tickets but those are also very clearly listed when purchasing the tickets (attachement 1 to 3)

  Therefore we are not in a position to be able to refund these tickets.

  Regards,

  *******

  Manager, Ticketleader Call Center 

  Customer Answer

  Date: 29/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  First, your TC is not shown clearly when we buying ticket, you need to be ware that the ticket buying action is time sensitive and if that tc is very small there, you intend to hide that to let customer miss it to get the customer money first. Then refuse any customer request after  receive money.

  Second, I have not receive any cash value product that I could use or transfer. That is not fair for customer. Because I have no right to control my good after paying money in full. I have owned nothing cash valued after payment. The other ticket company similar to you is Ticket Master, when I purchase the ticket with them, the ticket is shown in my portal and I could transfer it or use it immidiately.

  Therefore, I need a full refund for my 4 tickets. I need this action to protect my right and compensate my time and money that this case took away from me. I already suffered insomnia and cannot work good about one month since this case happened to me. If this cannot resolved here, I will take further action to against this.
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 08/09/2023

  Hi *****,

  Thank you for your response. 

  The terms and conditions must be read and agreed to before processing. You must click the checkmark stating that you have done that. If you did not read those and checked the box, there is nothing that we can do. (attached T&C Agreement)

  Secondly when purchasing the tickets it is stated that you will not receive the tickets until 48 hours prior to the event (attached - 48 hours notice 1). This has been our company policy for many years. If you would like us to ask for an exception to send you the tickets earlier you can send us a request via email at ******************************

  It is unfortunate to hear that this has caused you some grief; however, we did not force you to buy these tickets. That was a choice that you made.

  We remain unable to refund this purchase.

  Regards,

  *******

  Manager, Call Center