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:06/26/2025

  Type:Delivery 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.

  Ordered merchandise online. Merchandise is lost in shipping. I have made several attempts to reach the shipper to correct the issue with no response. Only the shipper can initiate an investigation with the shipping company, *****.

• Initial Complaint

  Date:07/11/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Coachella treated my friends and myself in a way that violates multiple civil codes and accessibility laws. When I emailed them to ask for a refund after multiple offenses on their part, they stopped returning my emails. I have detailed all of the ways in which Coachella has failed to provide legally required due diligence of operations and treatment of *** requirements in the emails attached from myself to Coachella below.

• Initial Complaint

  Date:04/30/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  7/3/23: Purchased 3x 2024 weekend 1 tickets through the official Coachella site. Order confirmation attached.3/7/24: Wristbands shipped but never arrived. Tracking info attached.4/11/24 2:30 PM: Because they did not arrive, I followed instructions on the Coachella website and picked them up at will call using my ID. Attendant placed 3x wristbands on our wrists and scanned them.4/11/24 4:30 PM: Scanned 3x wristbands into camping. No issues.4/12/24 2:00 PM: Attempted to scan 3x wristbands into the festival. Unsuccessful.After hours at will call on 4/12, we were told:-My wristbands were apparently marked as stolen at 11 AM on 4/12. Confirmed this was not done through my account; there was an internal note placed on them. An error must have occurred as I did not do this. There is no evidence that someone attempted to gain access to my *********** additional wristbands were apparently issued to me by Coachella. This is incorrect, and no records exist that my ID was used to pick up additional bracelets.Lastly, between 4/11 and 4/12, I received 16x emails from AXS about my order. Perhaps the timestamps of those emails could be used to understand what occurred on the backend. I have attached a list of the emails.In the end, we were told that our wristbands were invalid and could not be used to enter Coachella, even though I purchased and received them exclusively through official channels. To put it simply, I was sold Coachella wristbands, by Coachella, that did not work.After the festival, I reached out to Coachella support requesting the below information:3x wristbands codes that were issued to me at will call on 4/11. They were removed by will call on 4/12 before we could write down the numbers.A timestamped record of all activity on my account between 7/3 and 4/14.A timestamped record of all activity relating to 3x wristband numbers leading up to 4/14.They responded saying they could not honor my request and did not provide any additional information.

  Business Response

  Date: 05/14/2024

  We have been in communication with this customer. We first met with them onsite at the Festival, where we reviewed their case and determined that we could not reissue the wristbands due to customer fraud. They then emailed us, we looked into the case again and came to the same determination. 
  
  Now that the inquiry has come through the BBB, we've given this a thorough revisit and we have come to the same conclusion. We have given these customers the benefit of the doubt and we have repeatedly tried to reconsider our determination. At this time, we are sticking to our determination that we cannot further consider a refund due to customer fraud. 
  
  We will let the customer know of our determination again today. 
  
  Thanks! 
  
  ***

  Customer Answer

  Date: 05/18/2024

  Hello,

  I appreciate Coachella taking a serious look into this inquiry. However, I have some follow up questions:

  1. What fraud are they alleging that I committed on my end? The only actions my party took as far as the wristbands were picking them up, scanning into camping, and attempting to scan into the festival. 
  

  2. Can Coachella share time stamped records of my account activity and wristband activity? Please explain where in the timeline the abnormality exists and how they came to the conclusion that I committed fraud.

   Thank you,

  Kailey

• Initial Complaint

  Date:03/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 1/17/2024 I emailed *********************** to update my shipping address for my 2 Coachella wrist bands. I received 0 response. On 2/15/2024 I emailed ***************************** On 2/21/2024 I received a response that my request has been received. #******* On 3/9/2024 I received a response that the deadline for address changes was on 3/6/2024 and that they could not process my request. I contacted Axs weeks in advance to change my address and due to the lateness of the reply from them I cannot have it changed now? This is extremely unprofessional and is putting me in a position where I cannot have access to the order I purchased. I will not accept will call pick up. I need them shipped to my new address.

• Initial Complaint

  Date:07/29/2023

  Type:Customer Service 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.

  Date of transaction:
  Amount: $753.5
  $1427/2=$713.5 for one ticket return, $40 for one ticket replacement fee charged by Coachella onsite service
  Order: #*********8
  Description of the dispute:
  
  I bought 2 tickets from ****,
  Order details #*********8
  Attendee: ******** *** f******************m
  
  I forgot the wristband at home so on 4/14/2023, we reached to will call and reported loss, and tried to replace it with 2 new ones. They charged us $40 for each, total $80 and gave us 2 new wristbands, one of those didn't work, so we came back to will call again, they said because only one valid wristband is registered under my name, so they can only replace me with ONE wristband. so that night we didn't came in and reached ****, **** provided me with 2 wristbands, ****** * *****R.
  
  K***** is the new one I got and checked in successfully, but ****** is the one i left home, i registered in the coachella app, this one valid too. so on 4/16/2023, i went to will call again, show them my conversation with ****, also the order information, try to replace ****** with a new wristband, but will call insist, only one registered under my name, so even i got this valid serial number, it didn't mean anything, they can't replace me with a new wristband.
  
  We never checked in on Coachella and contacted **** and asked them to provide an explanation. **** said they check coachella tickets, 2 wristbands both valid, will call should be able to replace me with new ones, and they insisted they contacted coachella, you confirm with them no **** fan was turned away on that day.

  Business Response

  Date: 08/16/2023

  BBB Complaint ID: *******************
  
   
  
  As of 8/16/23, we have spoken with ************ over the telephone and are going to issue a reimbursement to Dongqian for an amount that is greater than what was requested. Dongqian has been notified. A check will be mailed to an address provided by ******** and we consider this matter resolved at this time.
  
   
  
  We hope this provides an accurate resolution to this customer complaint. Please let us know if more information is needed at this time. 
  
  Kindly, 
  
  ******************;
  
  On Behalf of the Coachella Music Festival
  
   

• Initial Complaint

  Date:06/27/2023

  Type:Product 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.

  Coachella music and arts festival has been advertising merchandise, charging a lot of money for it, and then sending out merchandise that looks nothing like the orignal description.
  
  My example from this year, the website showed a dark long sleeved shirt. I bought it and it arrived a VERY light brown color. Their website picture did NOT accurately describe the item they sold me.
  
  This is not an isolated incident. Many others from this year also reported that they received a wrong or misleading item from this year!!
  
  Last year they offered green shirts on their website. When they shipped them out everyone got a blue shirt!!!
  
  They can NOT be allowed to keep doing this. They already charge a LOT of money for their product.
  
  When I reached out, they said they’ll give me a refund as there is no other shirt to replace it with. I wanted the shirt I paid for, which apparently never existed.
  
  So they are fasley advertising. They have been doing it for years. And to rectify the situation they offered to give me a gift card to their shop.
  
  Why would I want a gift card to their shop that has already messed up HUNDREDS of orders??
  
  Coachella makes MILLIONS every year. They have a dedicated fan base. And yet they constantly prove to their fans they do not care but sending them falsely advertised merch.

  Business Response

  Date: 07/14/2023

  BBB Complaint ID: ******** (********)
  
   
  
  As of 6/12/23, we have received no communication from ******* ********. However, ******* communicated with a vendor with whom we contract, Top Drawer, about a product that was purchased and fulfilled by Top Drawer. Top Drawer informed us that they reached a resolution with ******* which was a refund on the purchase without requiring that the initial product was returned.
  
   
  
  We hope this provides an accurate resolution to this customer complaint. Please let us know if more information is needed at this time.
  
  Kindly,
  
  *** ******
  
  On Behalf of the Coachella Music Festival

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service 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.

  I am filing a complaint against Coachella Music Festival and ***.com. In January 2023, I asked *** customer support to update my shipping address for my Coachella Weekend 1 2023 ** packages. Although two customer service representatives confirmed that my address was updated, I discovered that the tickets were still being shipped to the old address. Despite my attempts to reach out to Coachella and *** through various channels, they refused to re-ship the package to the correct address and instead instructed me to pick up the tickets at **** ****, which is not a viable option for me.
  
  I am extremely disappointed with the way Coachella Music Festival and ***.com have handled this situation. Not only did I pay $29 for shipping, but I now have to incur additional expenses and inconvenience to pick up the tickets in person. Furthermore, according to their website, I am required to physically be there to pick up the tickets for my friend, even though I am not from Indio and do not have the luxury of time to transport to the venue on the day of the event.
  
  Most importantly, I believe that this mistake was a clear error on their part, yet they are not willing to take responsibility for their actions. As a customer, I find this unacceptable and it has tarnished my trust in both companies. I would like to have the wristbands reshipped to my updated address: *** ******* ** * **** **** ********* ****** ****1 as a result of this complaint.
  
  Due to character limitations, please view the attachment for the full complaint statement. Thank you for your help.

  Business Response

  Date: 03/28/2023

  Dear Ms. ******** and Ms. ****,
  
   
  
  I am writing in response to Ms. ********** March 12, 2023 “SECOND NOTICE” to Coachella Music Festival and the complaint filed by Ms. **** with the Better Business Bureau.  I recognize that the BBB requested a response within 5 calendar days, and I apologize for the delay, however, I did not receive the letter until this past Wednesday, March 22, 2023.
  
   
  
  The details and explanation provided by Ms. **** were extremely helpful and I believe that the complaint has been resolved to everyone’s satisfaction: 
  
  It is my understanding that the tickets have been replaced and are being shipped to her correct address as requested, so she **** not have to pick up the tickets at **** Call. 
  It is also my understanding that a representative from *** reached out to Ms. **** by telephone last week, spoke with her, and sent a confirming email.
   
  
  If any of that is incorrect, please let me know. 
  
   
  
  While I never want anyone to have a bad experience, particularly when it comes to something fun like going to a concert or music festival, I know that mistakes and problems do occur.  Many people don’t speak up, however, it is messages like both of yours which help to bring these types of problems to my attention.  It is through that process that I learn about the problems and can address them, so that hopefully they are corrected rather than repeated.  
  
   
  
  For that reason, I genuinely appreciate both of you bringing this to my attention and giving us the opportunity to respond.  I’m especially glad that we were able to do so in advance of the event, rather than after it was over.
  
   
  
  Many thanks, and I hope Ms. **** and her guest have a wonderful time at Coachella!
  
   
  
  Sincerely,
  
   
  
  ***** *********
  
  Vice President - Assistant General Counsel
  
  Coachella Music Festival LLC