Complaints

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:23/12/2024

  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.

  I am filing a formal complaint against **** for their misleading marketing, unfair refund policy, and anti-consumer behavior.On December 13, 2024, I purchased two tickets for an event that same evening. Due to accessibility issues, I requested a refund within two hours of purchase. However, **** denied my request, citing their 24-hour refund cutoff and the "cooling-off" policy, despite my prompt request.DICE's advertising promotes easy refunds, stating: Weve made it easy to swap your ticket with a friend, or get a refund to a sold-out show. No stress. This led me to believe that obtaining a refund would be simple. However, when I requested a refund, DICE immediately applied the 24-hour rule, which was not clearly disclosed at the time of purchase, contradicting their marketing claim.According to DICEs Purchase Terms, they advertise an automatic refund policy: For some events on DICE, you can receive an automatic refund within a brief period after the purchase... no automatic refunds will be available within 24 hours of the event start time. The policy states that refunds are automatic if within the cooling-off period, but when I requested a refund, it was denied under the 24-hour rule. This creates confusion and is misleading, as the "automatic refund" process seems to be more of a marketing tactic than a practical solution.This contradiction between their marketing and actual practices is unfair and anti-consumer. ****'s misleading claims about easy refunds, paired with their restrictive and unclear policies, result in a poor customer experience. I am requesting a full refund of ***** CAD for the tickets, as I believe I am entitled to it based on DICEs advertised policies.Thank you for your attention to this matter.Sincerely,

  Business Response

  Date: 24/12/2024

  Hello,

  We have been in touch directly with the customer, ***** *******, and explained that when requested within 24 hours, no refunds will be approved including those requested within 24 hours of purchase. 

  This information is outlined in our Purchase Terms (*************************************************************************************************) specifically, sections 3 and 6 are relevant in this case. 

  These terms are agreed to upon purchasing tickets through and using DICE.

  Although unable to provide a refund in line with our terms, our Fan Support team provided useful links and information pertaining to DICE's features for future reference as well as suggesting that they get in touch with the event organisers directly (we provided a link to do this) to see if they could accommodate their request at short notice. 

  All the best,

  ****** *******-********
   
  DICE Fan Support

  Customer Answer

  Date: 24/12/2024

  Complaint: 22725013
  
  I am rejecting this response because:
  At the bare minimum the marketing material on your app should be updated to exclude the feature of easy refund as a selling point of using the platform. Using term buried deep in a purchase agreement to deny a refund request, while advertising a platform which facilitates this process is unreasonable.
  Less than a few hours went buy between purchase of ticket and a request for refund. Yet somehow the refund request is being denied.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 31/12/2024

  Hi, 

  We appreciate the feedback given by the customer here, and this will be passed on to the relevant teams. However, this does not make the customer eligible for a refund, as it's always the customer's responsibility to review the Terms before registering and purchasing tickets with ****, as with any other online platforms. 

  We're sorry that we cannot assist the customer further in this case, but refer back to our previous responses. Therefore, no further communication will be provided in regards to this matter.

  The customer is welcome to review our Terms as well as our ************ or reach back out to us should they have any further questions or concerns in regards to any future events. 

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

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

  All the best, 

  Tove

  Fan Support Manager

  DICE

  Customer Answer

  Date: 31/12/2024

  Complaint: 22725013
  
  I am rejecting this response because:
  
  Your platform clearly advertises an "easy refund" process, yet when I requested a refund within a few hours of purchasing the ticket, my request was denied based on terms buried deep within the purchase agreement. This misrepresentation of your refund policy is in direct violation of the Consumer Protection Act (CPA) in *******, specifically Section 9, which prohibits unfair practices, and Section 15, which addresses misleading advertising.
  Additionally, your advertising of an "easy refund" is misleading under the Competition Act, which prohibits false or misleading representations in advertising. By promoting this as a key feature of your platform and then denying my refund, you have made a false representation that I relied on in my purchasing decision.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/12/2024

  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.

  My son purchased four tickets (for him and his friends) to a live concert through the ******* website. The concert is being held at a venue where alcohol is being served, and he and his friends are minors so they cannot attend. The website did not ask for, or verify, his age at the time of purchase and payment. DICE is refusing to issue a refund which is completely unreasonable and unacceptable.

  Business Response

  Date: 04/12/2024

  Hello,

  We have been in direct contact with the customer, **** *** and have advised that a reason is not possible in this case.

  As stated in our Purchase Terms, which are agreed to when purchasing tickets on and using ****, a refund is only possible if an event is cancelled or if tickets are sold on the wait list, subject to the event organisers enabling this option and the event being sold out. We refer to clauses 3, 6.1 and 8.1 of our Purchase Terms (*************************************************************************************************) which all comply with local legislation. 

  In addition to this, the event organisers' policy was displayed on the event page for the customer to review before purchasing tickets. 

  As stated in our Purchase Terms, it is the responsibility of the customer to ensure all the details about the event are correct before committing to purchasing tickets. In this case, the age restriction was clearly stated on the event page, and there are no purchase restrictions in place as customers may be purchasing tickets on behalf of others who do meet the requirements. 

  Although we were unable to provide a refund, our Fan Support team provided alternative options, suggesting that they transfer their tickets to a friend or see if the wait list is enabled closer to the event, which takes place around 6 months from their refund request. 

  All the best,

  ****** *******-********

  DICE Fan Support

   

   

   

  Customer Answer

  Date: 04/12/2024

  Complaint: 22625992
  

  I believe that denying a refund in this case is unreasonable. The age restriction is not a condition that may simply affect someone's desire/plans to attend. It necessarily prevents my son and his friends from attending the concert altogether. In my opinion, a small "19+" notation, provided in small font under the much larger "Buy Now" button, without any elaboration or clarification, does not provide sufficient warning of a restriction that effectively makes the $200+ tickets useless. I am simply asking to have a conversation with someone at **** who has the authority to evaluate individual cases on their merit, and make reasonable exceptions. I have sent multiple emails over the course of weeks and received absolutely no response until this complaint was filed through the BBB.

   
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello! First of all thank you for providing an opportunity to share information and hopefully see some justice towards big fat businesses.
  In May 2023 my friends and I purchased tickets for an open air concert in Toronto, mainly to see Bonobo, one of the headliners. We're fans so seeing he's performing in our home town didn't leave us choice but to of course go! The show took place on June 3rd 2023.
  We bought ALL Time Entry tickets, as he was supposed to start his DJ set at 9 PM EST, and we were not interested in other performances from the event.
  We came to the event at precisely 8:45, hoping to pass the security check before 9 PM to enjoy Bonobo, but Security told us that they closed the entrance at 8 PM and the staff that scans the QR code on e-tickets left, and they will NOT let us in. There were around 100 other people that came to see, specifically Bonobo, with the same problem.
  There were multiple security guards in bright yellow/green uniforms, who said that they were not authorized to let us in, they didn't have phones to call the event organizers, and they called the Toronto police instead, who were watching us peacefully standing at the gates with the hope that the situation would be resolved.
  We could not get to the concert with ALL Time Entry tickets, which we intentionally purchased to come at any point of time. There was NOT a single notice anywhere on their website, application or tickets themselves that stated that there's a limitation in time to enter the event.
  Our evening and time were wasted and frankly the evening was ruined. Several of us tried to reach out DICE group via their support line. On my first email they simply said nothing can be done. On my follow up email and statement that I will file complaint to *** they immediately changed their tone, saying they are investigating. Unfortunately, they now keep ignoring my emails. It's a big org in Entertainment industry and they must resolve bear responsibility. Thank you!

  Business Response

  Date: 03/08/2023

  The refund was issued on 27/07/23 and this matter is now solved. Thanks!

   

   

  Customer Answer

  Date: 04/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20301935, and find that this resolution is satisfactory to me.
  
  Thank you for your time and help!

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