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.

If you've experienced an issue

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:03/30/2023
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.
Case details Purchased 2 *************** tickets for Opening Day March 30, 2023 on January 14, 2023 from Ticket Fulfillment Services LP. Today is the event and we still do not have tickets. The companies phone line is down and we are not getting a response from email ********************************** Case ID with PayPal Disputing Charge:PP-R-EPV-477807029 Disputed amount:$755.50 USD Seller info:Ticket Fulfillment Services LP ************ *************************************************************************** Date reported:March 30, 2023
Business Response
Date: 04/06/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") 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 tickets for the customer's event were transferred by the seller on 2/21/23, using the email address that the customer provided at checkout. The customer contacted the customer care team via email for assistance with retrieving the tickets, at which point the customer care team replied with the applicable assistance. It should be noted that valid documentation has been obtained to confirm the tickets were transferred to the correct email address prior to the event. As such, the delivery was marked complete.

At this time, the order has been fulfilled in accordance with the Buyer Guarantee. In addition to this claim, the customer filed a dispute with their financial institution which currently remains open. Due to the nature of the dispute process, a resolution cannot be provided while the dispute is open. We encourage the customer contact their financial institution for any questions regarding the status of their dispute.

Regards,
Ticket Fulfillment Services
Initial Complaint
Date:03/29/2023
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.
Absolute scam company, fraudulent / fake ticket site. First of all, this isnt even the site that I was using to look around at tickets with & that's who charged me an unauthorized amount of money. They told me to resell these unauthorized tickets but won't provide the tickets & said neither they nor the seller are in possession of the tickets, so they can't send them anyway and repeated this about a hundred times. They told me to resell something I don't have & they flat out refused to send. They said they couldn't refund me because I live in ******, which I don't (us) & proceeded to say that they were multiple other companies including vivid seats, which is false based on my research. Call your credit card company immediately if you see a charge from this, don't waste your time on the phone. Newly Incorporated scam company. They couldn't find record of the account anyway, just a typical scam runaround trying to exhaust you. They have a few other names too. Way too many addresses listed to mention. Need to be shut down.
Business Response
Date: 04/07/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") 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.

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 delivery date or ticket listing price. 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 TFS 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 a 100% Buyer Guarantee, which ensures that tickets will be authentic and delivered before the event.

Since customers are purchasing tickets 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
Customer Answer
Date: 04/10/2023

Complaint: 19871313

I am rejecting this response because:
Tickets were not issued, 100% scam company.

Sincerely,

***********************
Business Response
Date: 04/18/2023
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. Therefore, neither TFS nor the marketplace can modify or alter the expected ticket delivery date. Please also note that in addition to this current claim the customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process we are unable to further address this matter while this dispute remains open. We encourage the customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 04/18/2023

Complaint: 19871313

I am rejecting this response because:
You fully scammed me.
Sincerely,

***********************
Initial Complaint
Date:03/29/2023
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.
I attempted to purchase 4 tickets to a comedy show. Once total price was shown, I reclined the order and cancelled it. It was never placed into my ticket master account. It was sent to me in an email. Which I did open but did not accept the tickets. I emailed them, called them and stopped payment through my bank. Then two days later they attempted to charge my account again. It was denied. So they attempted to collect the money again and this time it went to my second/back up account. I never received these tickets or used them. I contacted them within 20 to let them know I did not want them. They gave me the fun around for over two hours on the phone. I am simply requesting the bill on my credit card be removed and/or refunded.
Business Response
Date: 04/05/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") 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.

At the time of purchase, in order to complete their order the customer completed a multi-step process that allowed them to confirm the details of their purchase. On the ************** page the customer was required to select a check box signifying their agreement to the marketplace's 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." Below the terms, the customers order total breakdown was provided. Directly below the Place Order the customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $567.50 which includes ticket, service, and delivery fees" at which time the customer proceeded to confirm and place their order.

Due to the nature of the secondary marketplace, neither TFS nor the marketplace through which the customer purchased are affiliated with any artist or venue and do not own inventory. Since customers are purchasing tickets 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. TFS's ultimate priority is to continue to providing excellent customer service, if the customer has any additional concerns we urge them to contact the customer service team.

Regards,
Ticket Fulfillment Services
Initial Complaint
Date:03/28/2023
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.
I purchased tickets for ***************************** on October 7, 2022 for his May 6, 2023 concert at the *****. My PayPal shows I paid $814 for these. I was directed by your phone tree to access AXS for ticket info. I did this and the account shows no ***********************. I need ticket info asap. I have been unable to get info on my tickets and all I have is a PayPal receipt. No information from your company. I am trying to make travel plans and cannot even get confirmation that these tickets are good.
Business Response
Date: 04/06/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") 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.

Every order placed on the site is backed by a Buyer Guarantee, which means that the customer's *********************** will be authentic, valid for entry, and delivered prior to the event. In this case, tickets for the customer's event were transferred electronically through a third-party platform on 1/5/23. Furthermore, valid documentation has been obtained confirming the tickets were transferred to the email address provided by the customer at checkout. As such, the order has been fulfilled in accordance with the Buyer Guarantee. If the customer is experiencing issues locating their transfer, we encourage them to contact the customer service department for further assistance.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 04/10/2023

Complaint: 19862656

I am rejecting this response because:I never received an email with confirmation.
who is the company and how can I get tickets. Website is fraudulent

Sincerely,

*****************
Business Response
Date: 04/20/2023
Thank you for your response. It is worth noting that the customer care team has recently been in contact with the customer to assist them with their concern. As it presently stands, the tickets have been retransferred upon the the customer's request to their preferred email address. Once again, valid documentation has been obtained confirming the tickets were transferred to that email address. If the customer continues to have concerns regarding their ticket transfer, we encourage them to contact the customer service department for assistance with this matter.

Regards,
Ticket Fulfillment Services
Initial Complaint
Date:03/28/2023
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.
On March 20, 2023, I purchased concert tickets from ticket fulfillment services for an event on March 25, 2023. After paying $591.83, no one could help me gain access to the tickets. This company kept telling me that they were going to refund me $791 but that I had to go to a local store to gain access to the refund. They tried to force me to go to a store, which didn't make any sense. The next day, someone from this company texted me, seeming concerned because I had to go to the emergency room the day prior, I texted him back and said I didn't want to deal with the back and forth and since nobody could find a way to give me access to the tickets, that they could just refund me since I wouldn't be able to go without access to the tickets. After that text, I stopped receiving text responses and the sale finalized in my account as well as the initial name changing on my account statement. I am looking for a full refund. I was not able to go to the concert since I couldn't access the tickets.
Business Response
Date: 04/05/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") 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.

During the checkout process, customers are able to view the delivery format for their selected tickets. The selection this customer made was electronic transfer, where sellers transfer the tickets using the platform that the venue has issued tickets through. The customer received an email with instructions on how to access their transfer which also contained a link to claim their tickets. In this case the customer's *********************** were delivered shortly after their order was confirmed on 3/20/2023. Two days later the customer contacted customer service for assistance with gaining access to their tickets. The customer service team assisted the customer to the greatest possible extent; however, we understand the customer was having trouble accessing their account on the platform through which the tickets were transferred. Please note that neither TFS nor the ticket marketplace are affiliated with the transfer platform.

Our records do not reflect any customer contact after their event on 3/25/2023. The conversations mentioned by the customer in their claim do not appear to have been with TFS. As it stands the customer's order was fulfilled in accordance with the marketplace's buyer guarantee, and as such the order does not qualify for compensation. If the customer has any additional concerns we encourage them to contact the customer service department; at this time, we consider this matter closed.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 04/18/2023

Complaint: 19861703

I am rejecting this response because
I have not received anything yet.

Sincerely,

******************
Initial Complaint
Date:03/27/2023
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.
I ordered concert tickets from Tickets-Center.com on Tuesday 3/21/2023 .I received, via email, a confirmation receipt, #******** on the same day. Total charge for tickets was $478.86. On 3/22/23, Ticket Fulfillment Service charged my credit card account twice for the total amount of the tickets. There are clearly two identical charges, each in the amount $478.86 posted to my credit card account. On 3/23/23 I attempted to contact Tickets-Center.com through email and immediately received an Autoreply email with a link to a live chat service, as their mailbox, from which they messaged me from is not monitored. I could not find any other contact information for Tickets-Center.com. So I elected to contact them through the live chat link. I briefly described my issue. Once again I received an Autoreply, as the live chat was not being monitored at that time. It was noted in the Autoreply that it could take up to 72 hours to respond to my message. Today is 3/27/23 at 1:52 pm and have had no reply to my message. I called Ticket Fulfillment Center today and spoke with *******. According to her I ordered the tickets twice on 3/21/23. Once at 7:09pm and again at 7:18pm. I know I only ordered these tickets once. I only needed 6 tickets. I have only two emails from Ticket-Centers.com in reference to my order. One email was the confirmation receipt and the other email was information on how the tickets would be received. Both emails referenced order number ********. I have not received any emails for any other ticket orders. I just want the duplicate charge of $478.86 credited from my credit card. Thank You...
Business Response
Date: 04/05/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") 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.

On 3/21/2023, the date of purchase, the customer selected the ********************** listing they desired for Disturbed and completed the multi-step check out process. This required the customer to input their email address as well as payment and billing information. The customer was required to select a check box signifying their agreement to the marketplace's terms of sale 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." Below the terms, the customers order total breakdown was reiterated. Directly below the Place Order the customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $478.86 which includes ticket, service, and delivery fees" at which time the customer proceeded to place their order #********.

After clicking "Place Order" the customer's first order was confirmed and a confirmation and order summary was emailed to the customer at that time. Nine minutes later the customer again searched for additional *********************** to Disturbed. After selecting the new listing they desired a disclaimer appeared to the customer notifying them that they had already completed a purchase for the same event. The customer was required to click to agree that they were aware they had recently placed an order for the same event. The customer then completed the checkout process again agreeing to the terms of sale for their second order #********. After the confirmation of the second order the customer again received a confirmation and order summary. Please note that the email address entered by the customer is the same for both orders.

Due to the nature of the secondary marketplace, neither TFS nor the marketplace through which the customer purchased are affiliated with any artist or venue and do not own inventory. Since customers are purchasing tickets 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. TFS's ultimate priority is to continue to providing excellent customer service, if the customer has any additional concerns we urge them to contact the customer service team.

Regards,
******************************************************************
Initial Complaint
Date:03/24/2023
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.
I bought three tickets Springfield Cardinals baseball game in the amount of $****** for ***** 23,2023. They told me that they would email my tickets on ***** 22,2023. I called ******** Stadium and they said the tickets that I purchased has nothing to do with them. He asked me what seats I purchased I told him the seat number C row 18. The gentlemen stated that they do not have that seat number. He reiterated that the tickets do not pertain to ******** Stadium. I called Ticket Fulfillment services LP and I asked for a refund and I was informed that they do not issue a refund. I asked to speak to a supervisor. I was told that I would not be transferred to the supervisor. I would like to be refunded in the amount of ****** and I would like for that to be issued back to my PayPal account.
Business Response
Date: 04/05/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") 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.

On 3/7/2023 the customer completed their order for the ************ Hounds at Springfield Cardinals game through a multi-step checkout process which allowed them to review all their order details. In this case the ticket listing selected by the customer was clearly labeled as "Section ** *** 16" and did not specify any seat numbers. Please note that the top of each event page clearly notifies customers, "We are a leading secondary marketplace. Tickets may be above or below face value. We are not affiliated with any venue. After selecting their listing the customer was directed to the checkout page which presented them with the terms and conditions of sale, including the statement: To complete your order, you must agree to the sales terms and conditions and confirm that you have reviewed the Order Summary above. All prices are listed in US Dollars. All sales are final. The customer was required to select a check box signifying their agreement to these terms and the statement, I agree to the sales terms and refund policy listed above and acknowledge that this site is a resale marketplace. By clicking "Place Order", my credit card will be charged $185.52 which includes ticket, service, and delivery fees. Lastly, the customer is prompted to select "Place Order", at which time their order was processed.

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 delivery date or ticket listing price. 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 TFS has no affiliation. Please note, all purchases made on the marketplace website are covered by a 100% Buyer Guarantee, which ensures that tickets are authentic and will arrive before the event. The customer's seat numbers will be confirmed upon ticket delivery. As all relevant 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
Customer Answer
Date: 04/06/2023

Complaint: ********

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

" ************** 16" is wrong ! It should been C/ Roll 17" Not "G"

Sincerely,

*********************
Business Response
Date: 04/13/2023
Thank you for responding. We appreciate the opportunity to further address the customer's concerns. Please note that the marketplace website is completely user driven and as such the ********************** listing and location were selected by the customer. We once again welcome them to review the order summary email which was sent upon confirmation of their order. The order summary will show the section selected by the customer, which was clearly displayed onscreen throughout the entirety of the checkout process. We understand the customer believes they selected a different section; however, as we have now outlined, this is not the case.

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. Therefore, neither TFS nor the marketplace can modify or alter the selected seat location or the expected ticket delivery date. Furthermore, in accordance with the terms agreed to at the time of purchase a refund cannot be offered and an all sales are final policy must be adhered to. The Buyer Guarantee posted by the marketplace ensures the customer's *********************** will be delivered in time for the event and as such, in accordance with all agreed to terms and conditions, we consider this matter closed.

Regards,
Ticket Fulfillment Services
Initial Complaint
Date:03/23/2023
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.
I ordered concert tickets for the ****** and **** Reboot Tour 2023 on March 10, 2023. I was sent an email to "accept" my tickets. I did accept the tickets. However it is 2 weeks later and I still don't have my tickets in my account. I have contacted *********** in which they said my order number does not belong to them. So I checked my Paypal account to see where my money went. It showed Ticket fulfillment services LP. I messaged them to help me find my tickets and have not heard back. If I don't hear back soon I will be contacting the Attorney General Consumer Complaint. I either want my tickets or I want my money back.
Business Response
Date: 03/27/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") processes orders and provides customer service for online ********************** marketplaces. In this case the customer has confirmed that their concern has been resolved and as such we consider this matter closed. If the customer has any additional concerns relating to their order, we welcome them to contact the customer service department.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 03/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:03/22/2023
Type:Sales and Advertising 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 recently "purchased" tickets for an upcoming concert for Ghost Re-Imperatour ****** with ***********, scheduled for Tue Aug 29 2023 7:30 PM. I completed the purchase February 19th 2023. Upon completion of said purchase I have yet to receive an email confirming the purchase was completed or tickets would be sent at "said" date. My credit card was subsequently charged in the amount of $261.50. My credit card statement has TICKET FULFILLMENT SERVICES LP as the business who had charged me for said tickets. I would like a full refund for this purchase because I have yet to receive them and will go with a more reputable venue like Ticket Master, ensuring I actually receive the goods that I am purchasing.
Business Response
Date: 03/31/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") 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.

Due to the nature of the secondary marketplace neither TFS nor the marketplace set or control the ticket delivery date for any order. 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 TFS has no affiliation. In accordance with the terms agreed to at the time of purchase a refund cannot be offered and an all sales are final policy must be adhered to. Please also note that in addition to this current claim the customer filed a dispute with their financial institution regarding this transaction. This was addressed and the dispute was ultimately ruled in the customer's favor. If the customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.

Regards,
Ticket Fulfillment Services
Initial Complaint
Date:03/22/2023
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.
I was misguided by the fraudulent website, Ticket Fulfillment Services LP *************; ***************************************************************************** to buy 5 tickets (total amounts of ****** USD$ and ****** USD$ on January 21st) for a ******* show in ******* that will happen 6 months from now (August 11th, 2023). I never received the tickets or any proof to download the tickets. I opened a claim and a dispute to receive the refund at Paypal, and they denied it, saying that I received the purchase, which is not the truth. I called them many times, trying to explain that I never received any ticket or any link to download them, and the ***************** is giving the reason to the seller. I need support to receive the money back; thank you.
Business Response
Date: 03/31/2023
Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. Ticket Fulfillment Services ("TFS") 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.

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 delivery date or ticket listing price. 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 TFS has no affiliation. The customer was notified as to the expected delivery date for their tickets during the checkout process. This information was also provided via email after the customer's order was confirmed. In this case the expected available delivery was 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 event. As all order details 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
Customer Answer
Date: 04/05/2023

Complaint: 19637797

I am rejecting this response because:

Dear Sir/Madam,

Regarding the tickets for a ******* show, I purchase, I have yet to receive them. I am extremely dissatisfied with the service I have received so far and would like to bring to your attention the issues I have faced.
Firstly, I did not receive any information about resale or the fact that I would not receive the tickets immediately after the purchase before I made the payment. It was only after the purchase that I was informed about Ticket Fulfillment Services and the date I would receive the tickets online, as stated in the attached message.
Upon realizing that I had inadvertently purchased from a third-party seller rather than the official seller, ****************, I attempted to cancel the purchase. However, the company did not allow me to do so. I was misled by the company to purchase from their website after clicking on a link that showed tickets at ****************.
Furthermore, after receiving a message that there was a problem with my purchase and that I should make the payment again, I paid for only two tickets instead of three as I had originally intended because I was feeling insecure to continue having problems. Despite explaining the situation to the company, they refused to refund me or send me the ticket receipt or the confirmation and online ticket in a shorter period.
Additionally, I purchased the tickets through PayPal, which only guarantees a refund within six months of the deadline. The period that the company is giving to send me the tickets is longer than six months, so I may not have the chance to ask for a refund if the tickets are not delivered within this time frame.
Lastly, I DID NOT receive ANY INFORMATION regarding the expected delivery date for the tickets during the checkout process. I received this information AFTER I made the purchase in an email AND not during the process.
I am highly disappointed with the service I have received and hope we can find a satisfactory solution. Thank you for your attention to this issue.
Sincerely,
***************************

Business Response
Date: 04/11/2023
Thank you for responding. We appreciate the opportunity to further address the customer's concerns and clarify the marketplace policies. 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 every event and ticket listing page clearly states, Secondary market tickets. Prices may be above face value.

At the time of purchase, in order to complete each order, the customer completed a multi-step process that allowed them to confirm the details of their purchase. On the ************** page the customer was required to select a check box signifying their agreement to the marketplace's 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." Below the terms, the customers order total breakdown was provided. Directly below the Place Order the customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $973.50 [for order #********] which includes ticket, service, and delivery fees" at which time the customer proceeded to confirm and place their order. The customer again agreed to these terms and the order total of $452.30 for order #********.

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. Therefore, neither TFS nor the marketplace can modify or alter the expected ticket delivery date. Furthermore, in accordance with the terms agreed to at the time of purchase a refund cannot be offered and an all sales are final policy must be adhered to. The 100% Buyer Guarantee posted by the marketplace ensures the customer's *********************** will be delivered in time for the event and as such, in accordance with all agreed to terms and conditions, we consider this matter closed.

Regards,
Ticket Fulfillment Services
Customer Answer
Date: 04/19/2023

Complaint: ********

I am rejecting this response because:

Dear Customer ******************** at ********************,

Thank you for your message regarding my complaint #********. I had a family urgency, and I could not answer it before. Regarding the answer from Ticket Fulfillment Services about my ticket purchase, I must respectfully disagree with their assessment of the situation.

I was not provided with all the necessary information before making the purchase, including the fact that the tickets were being sold by a third-party seller and the timeline for receiving the tickets. I never received any message before purchasing the tickets that I could see the timeline that I would receive the tickets and that it was from a third-party seller. That only appeared for me AFTER the purchase.

While I understand that the website may have included information stating that the tickets were being sold on a secondary market, it was not made clear to me at the time of purchase that this meant they were being sold by a third-party seller. Additionally, I was not provided with any information about the timeline for receiving the tickets before making the purchase, which I believe is an important detail that should have been disclosed upfront. The only information with dates and clear information about a third party was sent to me AFTER the purchase, which I attached here. I was misguided through the whole process as I was actually misguided to buy from the official seller since the beginning.

I would appreciate it if you could review this situation again and consider the fact that I was not provided with all the necessary information before making the purchase. I hope we can come to a mutually satisfactory resolution.

Thank you for your attention to this matter.

Sincerely,
*************************;

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

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