Business Profile

Event Ticket Sales

Ticket Fulfillment Services LP

Headquarters

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Important information

Customer Complaint:
It has come to BBB’s attention that the business is requesting that a customer(s) request BBB remove complaint(s) filed through BBB as a condition of resolving the complaints. BBB does not withdraw complaints under these circumstances.

Complaints

This profile includes complaints for Ticket Fulfillment Services LP's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

427 total complaints in the last 3 years.
121 complaints closed in the last 12 months.

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Submit a Complaint

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:09/14/2024
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 would like to cancel the order, but they won't accept it. Here is the transaction.Order: #******** Payment: By **************** Order Summary Qty: 2 Description:Yunchan *** ************* - ******************************** - ********, ** Friday, Apr 25, 2025 8:00 PM PARQUET CENTER | Row: L Unit Price $607.00 Subtotal:$1,214.00 Service Charge:$397.58 *** Overnight Delivery:$24.95 Total Charge:$1,636.53
Business Response
Date: 09/21/2024
Thank you for contacting us regarding this matter. We appreciate the chance to address the customer's concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.

Once the customer selected the event they were interested in, Yunchan ***, they navigated to the ticket listing page. After our customer selected the ********************** listing they desire, they were directed to the checkout page where this information is further reiterated on the right hand side of the page. "Please note: We are a secondary marketplace, not the primary seller. Ticket prices may exceed face value." Here, customers are provided with an order summary that displays the event details, ticket location, and price per ticket.

The customer was prompted to provide an email address and select a delivery method. After a delivery method was selected, since methods vary in price, a new order total was calculated. A complete itemized breakdown of our customers order including the price per **********************, all fees, and the total price of $1,636.53 was displayed in bold text. This information was fully disclosed before our customers are asked to enter any payment information. Below this order summary, our customers are presented with the message stating, By clicking Place Order, you agree to the sales terms and conditions. I have reviewed the Order Summary above and understand that I am not purchasing directly from the venue box office and that tickets may be above face value. I understand that I will be charged $1,636.53 to my selected method of payment. All sales are final. All prices are listed in US Dollars (USD).

Due to the nature of our business as an independent ticket marketplace, the site is not associated with any venue, box office, or primary supplier. Prices may be above or below face value and can fluctuate quickly with demand. Independent third-party resellers set the ticket prices presented on the site. We do not own any of the inventory displayed on our site. A third party vendor provides all event listings and seating maps, and manages fulfillment, cancellations and customer service on our behalf. All orders are protected by our ensuring tickets are certified authentic and will arrive in time for your event. Ticket delivery options selected in checkout include email, flash seats, smartphone/mobile entry, **** and special delivery, depending upon the specific listing. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.

We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to the site's customer service department so that they may be addressed.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 09/23/2024

Complaint: 22287633

I am rejecting this response because:Thank you for your response regarding my complaint. After carefully reviewing the businesss reply, I must respectfully reject the response for the following reasons:

1. **Lack of Clear Communication Regarding Refund Policy**: Although the business mentions the All sales are final policy, I believe that this information was not sufficiently highlighted during the purchasing process. The terms and conditions should be presented more prominently, ensuring customers fully understand that refunds or cancellations are not allowed before they finalize the purchase.

2. **Unclear Pricing Transparency**: While the business claims that the prices displayed on their platform may exceed face value, I find this information to be inadequately communicated. The total cost, including fees, was not clearly broken down until the very end of the checkout process, which could be seen as misleading. A clearer upfront disclosure would better inform consumers before they commit to a purchase.

3. **Difficulty Contacting Customer Service**: After discovering the issue, I tried reaching out to the customer service department, but found it difficult to resolve the matter in a timely manner. I believe that more support should be available to customers who face issues with the transaction.

In conclusion, I still dispute the handling of my case and request a reconsideration of the refund policy due to the above concerns.

Sincerely,

****** ***
Business Response
Date: 10/01/2024
We appreciate the opportunity to continue to address the customer's concerns. As previously stated, we maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to the site's customer service department so that they may be addressed.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 10/02/2024

Complaint: 22287633

I am rejecting this response because:

Thank you for your additional response. However, I must once again reject the businesss conclusion for the following reasons:

1.Non-Receipt of Tickets: To date, I have not yet received the tickets for the event. While the company maintains that the order details were clearly displayed prior to purchase, the fact remains that I have not received the product for which I have paid a substantial amount. It is unreasonable to enforce a no cancellation policy when the service or product has not even been delivered. Without delivery, the business has not fulfilled its part of the transaction, and I find it unacceptable that cancellation is not an option in this situation.

2.Inadequate **************** Response: The business has encouraged me to reach out to the sites customer service department, which I have attempted. Unfortunately, my experience with customer service has been unsatisfactory, as my concerns regarding the non-receipt of tickets were not adequately addressed. It is frustrating to be repeatedly directed to customer service without receiving a resolution or clear timeline for ticket delivery.

3.Fairness and Transparency: The business reiterates that all order details, including the all sales are final policy, were clearly displayed. However, I believe that this policy is unfairly enforced, especially in situations where the customer has not received what was purchased. The refusal to offer a refund or cancellation under these circumstances does not align with fair consumer practices.

In conclusion, I respectfully request that the company reconsider its decision and either issue a full refund or provide concrete assurances, with a specific date, that I will receive the tickets I purchased. I believe this is a reasonable request given the circumstances and my ongoing difficulties in resolving this matter with customer service.

Thank you for your attention, and I look forward to a resolution that adequately addresses my concerns.

Sincerely,
****** ***
Initial Complaint
Date:09/12/2024
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.
On June 18, 2024, I purchased 3 tickets to the September 7, 2024 8 pm showing of ******** at The Fabulous Fox in **************. I specifically chose 3 center balcony seats for mu sons birthday. The total was $772.50 and I have the confirmation email. I was told I would have the tickets by Sept 7. I purchased through the link provided on the Fabulous Fox website. On Saturday, Sept 7 I received an email saying there was an issue with my tickets and to call. I was informed my seats were no longer available and I had to pick from two other options that were to the right and subpar the seats I had purchased. I was not given a refund option. I contacted the Fox theater and then found out that the tickets I had to get were only worth $399 total. I was scammed out of the tickets I purchased and also out of almost $400. During these transactions, I asked and verified multiple times if these were the correct tickets to be used and to make sure this was a verified ticket purchasing site, since the *** website made it clear they only accepted tickets from specific vendors.
Business Response
Date: 09/23/2024
Thank you for contacting us regarding this matter. We appreciate the chance to address the customer’s concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.

Once the customer selected the ticket listing they desired for Hamilton, they were able to see the tickets available. Once selected, they are taken to a page with an in-depth description of their ticket information, event details, ticket quantity, delivery method and any other notes related to the tickets. After confirming their selection, they were directed to input their email address. Please note that here, customers are provided with an order summary that displays the event details, ticket location, and number of tickets the customer has selected on the right-hand side. This breakdown detailed the price per ticket, all fees, and the total charge of $772.50 in bold text prior to entering any payment information. Once the customers input their payment and billing information, they were prompted to click “Continue” and under this button it states: “Your account will not be charged yet.” Then, the customer is required to select a check box signifying their agreement to these terms stating, “I agree to the Terms & Privacy Policy. I have reviewed the Order Summary above. I understand that this site displays resale tickets and that prices may be above face value. I understand that this site is not affiliated with any box office or venue. All sales are final. There are no refunds, exchanges, or cancellations. All prices are listed in US Dollars. Some venues may require proof of vaccination or negative COVID test. You are responsible for checking venue health and safety requirements for entry." Below the terms, the customer’s order total breakdown is reiterated. Directly below the “Place Order” the customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $772.50 which includes ticket, service, and delivery fees" at which time the customer proceeded to place their order.
Due to the nature of our business on the secondary marketplace, Ticket Fulfillment Services is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on our site are done so by the individual seller, not Ticket Fulfillment Services, based on their personal assessments regarding a range of factors including customer demand. Since the customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.

Prior to receiving this claim, we thoroughly discussed this matter with the customer to address all of their concerns, and per our records on 9/7/2024, we made contact with the customer for them to obtain acceptable tickets to attend their event, which they were satisfactory with. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 09/24/2024

Complaint: 22276429

I am rejecting this response because:
The tickets I received were not the tickets I was told I would receive on the phone and that the tickets I was issued after the baited and switched the tickets were for areas of the theater where the total cost for the tickets were less than half of what I paid. I had been told I would be reimbursed and never was.

Sincerely,

Larissa Willfong
Business Response
Date: 10/02/2024
Thank you for responding. We appreciate the opportunity to further address the customer's concerns and clarify the marketplace policies. As previously stated, as a secondary resale platform neither TFS nor the marketplace through which the customer purchased are affiliated with any artist or venue and do not own inventory. This information is stated at the top of every page on the marketplace website.
As previously stated, on 9/7/2024, we made contact with the customer for them to obtain comparable replacement tickets to attend their event, which they were satisfied with and no mention of reimbursement was made. Since valid tickets were provided to the customer prior to their event, their order was fulfilled in accordance with our 100% Guarantee and as such their order does not qualify for compensation. Prior to receiving this claim we addressed this matter with the customer and consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to customer service so that they may be addressed.
Regards,
Ticket Fulfillment Services
Customer Answer
Date: 10/03/2024

Complaint: 22276429

I am rejecting this response because the business is still not recognizing the original issue at hand where I was guaranteed tickets that were a set price and then those were not delivered and I was only offered tickets that were worth less and given no other compensation for the price discrepancy or for the fact that the tickets offered were significantly worse than the original tickets purchased.

Sincerely,

Larissa Willfong
Business Response
Date: 10/14/2024
Thank you for responding. We appreciate the opportunity to further address the customer's concerns and clarify the marketplace policies. We would like to note that this claim has now been thoroughly addressed and the customer has been provided ample explanation as to why their requests cannot be granted. The most recent rejection does not provide new information or evidence to refute any previous response. As previously stated, as a secondary resale platform neither TFS nor the marketplace through which the customer purchased are affiliated with any artist or venue and do not own inventory. This information is stated at the top of every page on the marketplace website.
Due to the nature of our business on the secondary marketplace, Ticket Fulfillment Services is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on our site are done so by the individual seller, not Ticket Fulfillment Services, based on their personal assessments regarding a range of factors including customer demand. Since the customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.
As previously stated, on 9/7/2024, valid tickets were provided to the customer prior to their event, their order was fulfilled in accordance with our 100% Guarantee and as such their order does not qualify for compensation. Prior to receiving this claim we addressed this matter with the customer and consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to customer service so that they may be addressed.
Regards,
Ticket Fulfillment Services
Customer Answer
Date: 10/15/2024

Complaint: 22276429

I am rejecting this response because: the business is now listing "facts" that were not provided at the time of sale or informed to me as the purchaser. They again do not address the fact that I purchased specific tickets that they did not provide. They also do not address the fact that the original partial reimbursement was not completed. They also do not address the fact that the tickets I was then informed I would receive were different than the next email I received from them which were different from the final tickets I received.

Sincerely,

Larissa Willfong
Initial Complaint
Date:09/11/2024
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.
On 3/13/2024 I bought 2 tickets for ***** Strings at the Greek Theater in *******, ********** for a show on 8/17/2024 from ********************************* (dba ticket fulfillment services). They said the tickets would be delivered on 8/16/2024. I never received the tickets. I emailed them and they told me they had sold the tickets so they were unavailable to me and issued me a refund of ******. However, when I purchased them on 3/13/2024 I paid ******. I have emailed them asking for the rest of the money and they have not responded.
Business Response
Date: 09/20/2024
Thank you for contacting us regarding this matter. We appreciate the chance to address the customer’s concerns. Ticket Fulfillment Services ("TFS") does not sell tickets. Rather, it processes orders and provides customer service for online ticket marketplaces. TFS is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own tickets—instead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.

The customer placed their order on 3/13/2024 and their tickets were set to be delivered no later than 8/16/2024 to the email address on file. However, the customer contacted the customer service department to request a cancellation, which was not possible due to the "All Sales Are Final" policy previously agreed to. Please note that within the online marketplace's terms it states that “In the event that you dispute a charge and it is determined that the charge was valid and not the result of credit card or other payment fraud, we have the right to seek payment, including all associated fees, by whatever means necessary, including using collection agencies and legal proceedings. We may also mitigate our damages by relisting and selling, as the case may be, the tickets that are the subject of the underlying payment dispute.” Later, the customer filed a financial dispute and to mitigate the costs of their ticket, they were resold. The customer was notified via email of their refund along with an explanation on 8/17/2024. As such we consider this matter closed.

Regards,
Ticket Fulfillment Services

Customer Answer
Date: 09/22/2024

Complaint: 22274540

I am rejecting this response because:
The response by TFS regarding this matter is largely inaccurate. I have tangible documentation that the dispute via the credit card company was refused by TFS. Since there was no cancellation, nor dispute honored, I patiently awaited my tickets to arrive as promised by email, as per the correspondence I submitted to BBB. Those tickets never arrived.
Since their response is illegitimate, TFS still owes me the difference of the balance of the original cost of the transaction which is 449.50.

Sincerely,

Adrienne Lalanne
Business Response
Date: 09/30/2024
Thank you for responding. As previously stated, the customer filed a financial dispute and to mitigate the costs, it was resold. As the dispute was later resolved in the customer's favor, a refund was processed of the resold amount to the customer's original payment method and was notified via email on 8/17/24. As such, we consider this matter closed. We appreciate the customer's understanding.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 10/03/2024

Complaint: 22274540

I am rejecting this response because:
Your company Ticket Fullfillment Services rejected the financial dispute stating "All Sales are Final." I have attach the letter from the bank stating your denial of my dispute claim. Therefore your responsibilty was to give me the tickets or a full refund. You only refunded 196.00. You are responsible for the full refund because you denied the claim and never gave me the tickets. Please refund the rest of my purchase in the amount of 449.00 the difference owed from the original purchase of 645.00

Sincerely,

Adrienne Lalanne
Business Response
Date: 10/14/2024
Thank you for responding. As previously stated, the customer filed a financial dispute and to mitigate the costs of their dispute, it was resold. As the dispute was later resolved in the customer's favor, a refund was processed of the resold amount to the customer's original payment method and was notified via email on 8/17/24. As such, we consider this matter closed. We will no longer be responding to this claim as we have provided all necessary information.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 10/15/2024

Complaint: 22274540

I am rejecting this response because:
The dispute was never settled in my favor. You rejected the dispute due to “all sales final”. As provided from the documentation from the bank. I then waited for my tickets which you never provided and then only refunded me $196 of the original $645.50. This case is far from resolved. I will report it to department of consumer affairs and do what it takes to be refunded for the remaining amount of 449.50.
It is illegal for you to keep this money and unjust.

Sincerely,

Adrienne Lalanne
Initial Complaint
Date:09/11/2024
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.
Purchased concert tickets from a company that appeared to be Ticketmaster (they made the purchasing website look and appear just like Ticketmaster). After purchase I learned that it was actually a company called TicketsOnSale. One of the performers canceled their show and Ticketmaster offered refunds. Because I had purchased through TicketsOnSale, I had to work through them to obtain my refund. They refused to provide a refund. They refused to escalate my inquiry and hung up on me.
Business Response
Date: 09/20/2024
Thank you for reaching out to us. At Tickets On Sale, we value our customers and would like to take the time to address our customers concerns. It should be noted that Tickets On Sale is an online resale marketplace, which means we do not own or generate ticketsinstead, we merely facilitate transactions between ticket buyers and ticket sellers.

Once the customer selected the event they were interested in, Train, they navigated to the ticket listing page. The top of this page clearly notifies customers, We are a resale marketplace. ********************** prices may exceed face value. This site is not a primary ticket seller or box office.. After customers select the ********************** listing they desire, they are directed to the checkout page. Here, customers are provided with an order summary that displays the event details, ticket location, and price per ticket. The customer was prompted to provide an email address and select a delivery method. After a delivery method is selected, the customer is able to see a complete itemized breakdown of the customers order including the price per **********************, all fees, and the total price of $711.10 was displayed in bold text on the right-hand side of the page. The customer is then able to input their payment and billing information. Please note that the itemized breakdown was fully disclosed before the customer was asked to enter any payment or billing information. Above this itemized breakdown, the customers are displayed the message, Please note: We are a secondary marketplace, not the primary seller. Ticket prices may exceed face value. Additionally, on top of the place order button it states By clicking Place Order, you agree to the sales terms and conditions. I have reviewed the Order Summary above and understand that I am not purchasing directly from the venue box office and that tickets may be above face value. All sales are final. All prices are listed in US Dollars (USD). Customers are then prompted to select the Place Order", at which time their order was processed.

Prior to receiving this claim, we thoroughly discussed this matter with our customer and we maintain that our customer has received valid *********************** for their event, aligning with our terms. As such, we consider this matter resolved. If our customer has further concerns regarding their tickets after their event, we encourage them to contact our customer service team.

Regards,
*********************************
Initial Complaint
Date:09/08/2024
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.
On May 15, 2024 I purchased concert tickets through the online vendor TicketsOnSale. The concert tickets were for the musician ****** **** at the ********************* in ********, **. The date of the concert was scheduled for October 6, 2024. The tickets I purchased were listed as approximately $120 per ticket. I purchased two tickets. Only after purchasing the tickets did TicketsOnSale show that they charged a significant service fee and delivery fee. The total transaction ended up being $342.85 - nearly a hundred dollars more than I anticipated paying. Then, only after purchasing the tickets did TicketsOnSale inform me that they would not cancel my order. My tickets were never delivered to me and its been almost 4 months. Their online service for customer care informed me they would not cancel my order, provide me a refund, nor would they provide me with contact information for the company or allow me to speak with a supervisor/escalate my complaint. They also refused to give me any contact information for whoever the original seller of the tickets was so I could contact them to attempt to cancel the order. Their response was literally for me to ****** what my options were.
Business Response
Date: 09/19/2024
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.
On 5/15/24 the customer selected a ********************** listing for Colter Wall which was listed at $119.00 per ticket. During the checkout process a detailed order summary is displayed on screen and informs the customer of their event details, price per ticket, and applicable fees. This information was fully disclosed after the customer entered their email address and selected a ticket delivery method, but before they were asked to enter any payment information. At the bottom of this page and above the "Place Order" button it was stated, "By clicking, Place Order, you agree to the Terms of Use including refund terms and Privacy Policy. You also acknowledge that this site is a resale marketplace and that your credit card will be charged $342.85, which includes ticket, service, and delivery fees. All prices are listed in US Dollars. All sales are final." Finally the customer clicked the "Place Order" button to complete their purchase.
Due to the nature of the secondary marketplace, neither TFS nor the marketplace own or generate any tickets and therefore do not set or control the ticket delivery date. Rather, the estimated ship date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which *** has no affiliation. The customer was provided email notification regarding the expected available date for their tickets, which in this case is set closer to the event date. Please note, all purchases made on the marketplace website are covered by the 100% Buyer Guarantee, which ensures that tickets are authentic and will arrive before the customer's event. As all order details and terms were sufficiently displayed prior to the customer completing their order we consider this matter closed. If the customer has any additional concerns pertaining to their order, we encourage them to contact the customer service department.
Regards,
Ticket Fulfillment Services
Initial Complaint
Date:09/05/2024
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.
Ticket fulfillment services was a **mpany that I **ntacted tonight 9/5/24 after realizing they mislead me into thinking I was booking with the van wazel . Se**nds after realizing this was not van wazel ticket booth I called to cancel as it was not yet a **nfirmed transaction . I was told no refunds . The reason I wanted to cancel was because they added charges on from the initial purchase in an unscrupulous way . I called my cc ** that told me pending charges **uldnt be disputed so I then called back *** the customer service agent who told me it was already **nfirmed and if I called right away ( which I explained I did) he **uld have canceled it then as they gave a 5 min cancellation policy from time of order . I see this **mpany has hundreds of bbb **mplaints . I am looking for full refund and need your help
Business Response
Date: 09/12/2024
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. *** is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither *** nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.

The customer has stated that they believed they were purchasing through the website for the venue or of the event itself. However, it should be noted that the marketplace web address and website branding are intentionally different from those of any other site. The top of the website homepage clearly states, [TFS] is a trusted secondary marketplace. Prices set by sellers may be above or below face value. Furthermore, the top of all event pages on the marketplace clearly notify customers, We are a leading ********************** resale marketplace. Ticket prices may be above or below face value. We are not owned by or affiliated with any venue, box office, team or performer."

On 9/5/2024 the customer selected a ********************** listing for Get the Led Out which was listed at $149.00 per ticket. During the checkout process a detailed order summary is displayed on screen and informs the customer of their event details, price per ticket, and applicable fees. This information was fully disclosed after the customer entered their email address and selected a ticket delivery method, but before they were asked to enter any payment information. At the bottom of this page and above the "Place Order" button it was stated, "By clicking, Place Order, you agree to the Terms of Use including refund terms and Privacy Policy. You also acknowledge that this site is a resale marketplace and that your credit card will be charged $388.95, which includes ticket, service, and delivery fees. All prices are listed in US Dollars. All sales are final." Finally the customer clicked the "Place Order" button to complete their purchase.
In addition to this current claim, the customer has filed a dispute with their credit card regarding this order. We are unable to provide a resolution to this matter while this dispute remains open due to the nature of the dispute process. We encourage the customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding its process or outcome. As it currently stands, we consider this matter closed.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 09/12/2024

Complaint: 22247670

I am rejecting this response because:

Sincerely,

***** *******
Customer Answer
Date: 09/13/2024
I dispute ticket fulfillments rebuttal to my claim for a refund . This company sent me a ticket in a totally different section than I had ordered. Due to a sight and mobility issue with my elderly mom I always order first and center row . They placed me in a totally different section . They hide behind a disclaimer that they will place you in a comparable location to what is ordered but not exact. This ticket is garbage to me . I need a refund . Let them put the ticket back on their unscrupulous site . They do not have almost ***** claims and alerts, class action suits from ny general attorney for nothing . They have a misleading website that rushes you with a countdown and alarming alerts to hasten the buying process so that you are unable to read the fine print , print that makes it impossible to read . They then fight your cc chargebacks and better business complaints with their template of rules and regulations. The unlawful part of this is that they are getting away with it . PLEASE SHUT THEM DOWN .
Business Response
Date: 09/17/2024
Thank you for reaching out to us. At Ticket Fulfillment Services ("TFS") , we value the customers and would like to take the time to address the customers concerns. It should be noted that *** is an online resale marketplace, which means we do not own or generate ticketsinstead, we merely facilitate transactions between ticket buyers and ticket sellers. The top of every event and ticket listing page clearly states, Secondary market tickets. Prices may be above face value.
In addition to this current claim, the customer has filed a dispute with their credit card regarding this order. We are unable to provide a resolution to this matter while this dispute remains open due to the nature of the dispute process. We encourage the customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding its process or outcome. As it currently stands, we consider this matter closed.
Regards,
**********************************
Initial Complaint
Date:09/03/2024
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.
I purchased tickets from this retailer. However, the tickets were listed for $110.00 each, and upon receiving the tickets, I noticed they were $33.50 each. Besides this blatant overcharge, the tickets were both obstructed view. This was not previously made known to me. After receiving the tickets, I called their customer service to attempt to change the *********************** to non-obstructed view. I was told that nothing could be done. I appealed to my credit card company, AMEX, and they couldn't aid me.
Business Response
Date: 09/13/2024
Thank you for reaching out to us. At Ticket Sales, we value our customers and would like to take the time to address our customers concerns. It should be noted that Ticket Sales is an online resale marketplace, which means we do not own or generate ticketsinstead, we merely facilitate transactions between ticket buyers and ticket sellers. Directly on our website it states, TicketSales.com is a trusted secondary marketplace. Prices set by sellers may be above or below face value.

Once our customer selected the event they were interested in, *****************************, they navigated to the ticket listing page. The top of this page clearly notifies customers, We are a leading resale marketplace. Tickets may be above or below face value. We are not affiliated with any venue. This message is also displayed on the top of every page throughout the checkout process. After customers select the ********************** listing and ticket quantity, they desired they are directed to the checkout page. Here customers are provided with an order summary on the right-hand side that displays the event details including the obstructed view disclosure, ticket location, and listing information. Our customer was prompted to provide an email address and select a delivery method. After a delivery method was selected, since methods vary in price, a new order total was calculated. A complete itemized breakdown of our customers order including the price per **********************, all fees, and the total price of $316.45 was displayed in bold text on the right-hand side of the page. This information is fully disclosed before our customers are asked to enter any payment information. Below this order summary is a disclosure stating: Please note: We are a secondary marketplace, not the primary seller. Ticket prices may exceed face value. Finally, at the bottom of the checkout screen the customer was shown our terms stating, "By clicking, Place Order, you agree to the Terms of Use including refund terms and Privacy Policy. You also acknowledge that this site is a resale marketplace and that your credit card will be charged $316.45, which includes ticket, service, and delivery fees. All prices are listed in US Dollars. All sales are final." Our customer then used the "Place Order" button to complete their purchase, at which time their order was processed.

In addition to this current claim, our customer has filed a dispute with their credit card company regarding this order. We have addressed this, and the dispute was ultimately ruled in our favor. We have attempted to reach out to our customer to offer a one time courtesy resolution in the interest of customer service, and encourage the customer to reach out at their earliest convenience.

Regards,
TicketSales.com
Initial Complaint
Date:08/25/2024
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.
Today August 25, 2024, I purchased 2 tickets to a concert (***************** at November 7, 2024 at 730 at the ********, *************************************** winspearcentre.com) from this seller through a website it operates called tickets-center.com (order confirmation attached). I paid ****** USD which was ****** CND. After purchasing, I was looking at the Winspear venue website for details on the concert and saw that it prohibits any type of resale generally and also specifically for this concert (attached images of the venue's policies) and the ticket holder can incur as a result ticket cancellation, refusal of admission, or expulsion from the venue. The venue's policy even specifically mentions the website tickets-centre.com as an example of a prohibited type of resale (attached). I contacted the seller's customer service explaining that they had sold invalid tickets and that I would like a refund as the product they sold me was against the venue's policy, but they repeatedly insisted that the tickets were valid despite me reading and trying to get them to review the venue's ********************************** policies; moreover, they said if the tickets were invalid they would only refund me after the ticket was turned away from the venue upon me trying to attend. I asked to escalate my complaint, but was told there was nothing more customer service could do; I asked for a complaint ticket number or other identifier for the phone call with them but they would not provide any. I would just like a refund.
Business Response
Date: 09/05/2024
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") processes orders and provides customer service for online ********************** marketplaces. As such, we are able to provide the following information.

Due to the nature of the secondary marketplace, neither TFS nor the marketplace are affiliated with any artist or venue and do not own or generate tickets. Since tickets are provided by the individual ticket sellers, and not TFS or the venue box office, the tickets may reflect information relating to the original purchaser or the original order. As the customer noted in their claim, all orders place through the marketplace are covered by the marketplace's 100% Buyer Guarantee which assures that tickets provided will be valid for the selected event

Because customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. This means that a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. Prior to receiving this claim we thoroughly discussed this matter with the customer and consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to customer service so that they may be addressed.

Regards,
Ticket Fulfillment Services
Initial Complaint
Date:08/22/2024
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.
I ordered tickets from this website for a concert on Wednesday 8/14/24. I received an email the next morning stating the tickets had been delivered, however I had not received them. I called the customer service numer and spent over 30 minutes on the phone with them. As I was speaking with the *** he asked to look the email they had sent, while reading it to him I accidentally hit "confirm you received your tickets" link. I told him right then that I did this in error. He came to the conclusion that my email must not be working and we could transfer the tickets to another email address. So we updated the address and he said I should receive them. By Friday morning, 8/16/24, the day of my concert I still had not gotten the tickets. I called customer service again where the lady I spoke with "guaranteed" I would get them. She said "we've been doing this for years ma'am, you'll get them, I guarantee it". By 4:30pm still no tickets so I called again. The *** said he can see that the transfer has not been made but he can't do anything to fix the problem. I never received the tickets, missed the concert and am put $92. I call to get a refund and they refused it. I want my money back
Business Response
Date: 08/30/2024
Thank you for reaching out to us. At TicketsOnSale, we value our customers and would like to take the time to address our customers concerns. It should be noted that TicketsOnSale is an independent ticket market place specializing in leveraging the latest technology and security to deliver the best tickets at low prices. We are not associated with any venue, box office, or primary supplier. Prices may be above or below face value.
TicketsOnSale facilitates thousands of successful ticket transfers each day with satisfied customers, so we are confident of the efficacy of our processes. During the checkout process, customers are able to view the delivery format for their tickets. The selection our customer made was electronic transfer, where sellers transfer the tickets using the platform that the venue has issued tickets through. Customers receive an email with instructions on how to access their tickets, as well as a separate email which contains a link to claim their tickets, advising them to do so.
If a customer does not see the transfer that was sent to the email address they provided at checkout, the email they received with instructions on how to access their tickets advises them to contact our customer care team immediately. Furthermore, if customers encounter any issues with accessing their tickets through their link, we always welcome them to contact our care team for troubleshooting.

On 8/15/2024 we spoke with ****** and attempted to troubleshoot and retransfer the tickets. The retransfer is a request we make with the seller, and is not a guarantee. Our records indicate that the original ticket transfer took place on 8/15/2024 and we detect no issues with the original transfer. As such, we maintain our customers order was successfully fulfilled and aligns with our Buyers Guarantee.

Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed.

Regards,
TicketsOnSale.com
Initial Complaint
Date:08/18/2024
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.
On June 29th, 2024, I purchase a parking pass for a concert at ************* for Friday, August 9th, 2024. After attempts to verify my purchase and request for a duplicate copy of any proof of the parking pass, I received no word or response from the Fulfilment Services. When reaching out thru ******* they were unable to help me with my refund. My dispute is that I never received any parking pass, I never received any confirmation or proof of my purchase. The event I purchased the pass for has come and gone (August 9th, 2024). I still have no confirmation of the now expired parking pass or proof that they ever fulfilled the purchase request they keep my money for. having purchased.
Business Response
Date: 08/29/2024
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") does not sell tickets. Rather, it processes orders and provides customer service for online ********************** marketplaces. TFS is not affiliated with any artist or venue and does not generate tickets as a primary box office. This means neither TFS nor the online ticket marketplaces own ticketsinstead, the marketplaces facilitate transactions between ticket buyers and ticket sellers. As such, we are able to provide the following information.

The customer placed their order on 6/29/24 and their parking pass was delivered immediately after purchase to the email address on file. However, the customer contacted the customer service department to request a cancellation, which was not possible due to the "All Sales Are Final" policy previously agreed to. Later, the customer filed a financial dispute and to mitigate the costs of their ticket, it was resold. As the dispute was later resolved in the customer's favor, a refund was processed to the customer's original payment method and was notified via email. If the customer has any additional concerns regarding their order, we encourage them to reach out to the customer service department so that they may be addressed.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 08/31/2024

Complaint: 22161556

I am rejecting this response because:
I received $61.00 of the $149.54 spent on the original sale. I NEVER received the parking pass that I paid for. If I had, I might have actually used it! I had to buy another parking pass just days before the concert from a trusted provider.
I have and continue to request proof that a parking pass was ever sent to me from this original purchase. I find it very hard to believe that it cannot be provided to me, since they claim to have 'resold' the pass AFTER the venue had come and gone? If it was sold prior to the venue date, then why was it not provided when I sent my inquiry about it 2 days before the event? Again, I would have used the pass I paid for rather than buy a completely separate one.
I found this process to be VERY suspicious after I was able to secure a parking pass in an equal or better location for 1/3 the price I was charged for the purchase in dispute and only 2-days before the event. The parking pass herein was completely inflated in price and never delivered. No assistance was offered when I inquired to verify my purchase and verify my parking pass voucher.
My claim all along has been that I was fraudulently charged an inflated price for a parking pass never produced or delivered. Communications from (TFS) was canned answers and vague policy remarks that never addressed my simple request for verification of the original parking pass or who has the remaining $88.54 taken from me during the purchase. I still have no proof of receiving the purchased goods. And do not have any idea where my money went!
One of the responses stated that my purchase was "fully transferable and does not expire". But how is that possible if my purchase has never been provided?

Sincerely,

*******************************
Business Response
Date: 09/11/2024
Thank you for responding. As previously stated, the customer filed a financial dispute and to mitigate the costs, it was resold. As the dispute was later resolved in the customer's favor, a refund was processed of the resold amount to the customer's original payment method and was notified via email. On 8/21/24 the customer contacted the online marketplace and they thoroughly explained all the details to them. As such, we consider this matter closed. We appreciate the customer's understanding.

Regards,
Ticket Fulfillment Services

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