Event Ticket Sales
Ticket Fulfillment Services LPHeadquarters
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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
- 428 total complaints in the last 3 years.
- 121 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/09/2024
Type:Product IssuesStatus: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 entered **** (*****************************) into a web browser and the words **** came to the top, I clicked on the site and saw **** in bold letters. I assumed I was dealing directly with the venue. Turns out this is a 3rd party ticket seller. I immediately called to cancel this order once I discovered I had not purchased directly from the o?cal **** site; and this company is charging double. They refused to cancel my order. Their website falsely represents them as being the **** venue. It is very deceiving and I feel scammed by their false **************** has been no help in recovery of funds and I have not received the tickets. This company has not responded to the ****************** and the *** recommends small claims court, however this Illinois company is not licenses in the state of ************** to do business. I am asking for a refund in full. This scam should not be happening to anyone, especially seniors.Business Response
Date: 12/19/2024
Thank you for reaching out to us. At Tickets-Center, we value our customers and would like to take the time to address our customers concerns. It should be noted that Tickets-Center 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.
As a secondary marketplace, Tickets-Center is not affiliated with the artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing *********************** 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 policya standard throughout the industry.
In addition to this current claim, our customer filed a dispute with their credit card company regarding this order. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. At this time, we consider this matter closed.
Regards,
**********************************Customer Answer
Date: 12/20/2024
Complaint: 22664074
I am rejecting this response because:This company is practicing fraudulent advertising using their website and presenting themselves as the actual venue, using the venues logo and building photo. I originally made this order thinking I purchasing directly from the venue. After I completed the transaction I wondered why the cost was so high and I went to back online and found the venue to review my purchase and discovered I had been scammed. I immediately contacted this fraudulent ticket company and requested an immediate cancellation and refund, within minutes of the purchase. They denied me. I sought relief from my credit card company which was denied and is being appealed.
There are hundreds of complaints online about this company. There is a case posted with the BBB on 11/13/24 with the same complaint, and the dispute was resolved in the customers favor and funds refunded to the customer.
I am requesting the same outcome, I demand a refund. And I believe the Attorney General of the State of Illinois needs to investigate this company,
Sincerely,
******** ******Business Response
Date: 12/27/2024
We appreciate the continued opportunity to respond to our customer's concerns. As previously stated, it should be noted that Tickets-Center is an online resale marketplace, which means we do not own or generate ticketsinstead, we merely facilitate transactions between ticket buyers and ticket sellers. Furthermore, at the top of every event and ticket listing page clearly states, Secondary market tickets. Prices may be above face value.
We maintain that all details were accurately represented when placing the order. We have addressed our customer's payment dispute and this dispute was ultimately resolved in our favor. At this time, we consider this matter closed.
Regards,
**********************************Customer Answer
Date: 01/01/2025
Complaint: 22664074
I am rejecting this response because:I have never received the tickets, the show date has come and gone.
Sincerely,
******** ******Initial Complaint
Date:12/09/2024
Type:Product IssuesStatus: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 July 14, 2024, I purchased 2 tickets through this resale company for a production called Cirque Dreams Holidaze at the *************, ***************, ** for Friday, December 20, 2024. My **************** Credit card was charged $ ****** for 2 tickets in ************* A, but no seat numbers. It is December 9, 2024 and due to illness, we are not able to attend this concert. In order for me to resale these tickets, I need either tickets themselves or at least the exact location, which includes the seat numbers (I have the Row A- Mezzanine already). I called both Ticket ********** and the Ticket Fulfillment Services to get either the tickets or at least the location. The receipt I received said that I will receive the tickets by email on or before December 19, 2024. I spoke by phone today to both companies and they refused to either send me the tickets or even give me the location. They said due to "privacy concerns" they can not send me the tickets or even give me the location other than the Row. I said that I have owned these tickets since July 14, 2023 when I paid for the tickets. They abruptly said that they will not send me the location or the tickets themselves. They could not confirm that they even had the tickets. This seems to be a scam to me and I won't know if I even have valid tickets until right before the concert. This is indeed a problem company.Business Response
Date: 12/19/2024
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 7/14/24 the customer selected a ********************** listing for Cirque Dreams Holidaze which was listed at $169.00 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 $440.95, 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.
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. It should be noted, on 12/19/24, valid tickets were provided to the customer prior to their event, their order was fulfilled in accordance with the 100% Guarantee and as such their order does not qualify for compensation. 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 ServicesInitial Complaint
Date:12/06/2024
Type:Product IssuesStatus: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.
When I purchased these tickets it was never disclosed to me what the hidden fees where. It stated that there was a tax of $19.46 and the tickets where $86 a piece. So I was under the impression that I was going to be charged $191.46. During the purchase process (which I can't provide details unless I purchase again) they never showed the hidden fees. The emails I received from them have links but they do not work. The email with their receipt is even deceptive and does not show any breakdown of the cost, just $255.28 and tax was $19.46. They say they transferred the tickets but I have no way of receiving them, no link to accept them. I called them and explained all of this to *********** said there was nothing they can do that I need to resell the tickets. So now I'm stuck paying more then what was disclosed to ****** do not have the tickets.Business Response
Date: 12/17/2024
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.
Once the customer selected the ********************** listing they desired for Turnpike Troubadours, 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 $255.28 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 customers 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 $255.28 which includes ticket, service, and delivery fees" at which time the customer proceeded to place their order.
In this case, tickets for the customer's event were transferred electronically through a third-party platform to the email address associated with the order on 12/5/24. The customer contacted the customer service team regarding issues locating their ticket transfer, at which point the customer care team attempted to assist the customer in accessing their ***********************. It should be noted that valid documentation was obtained that confirmed the correct tickets were transferred to the email address provided by the customer at the time of checkout, and as such, the ticket delivery was marked as completed.
Due to the nature of the business on the secondary marketplace, TFS 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 TFS, based on their personal assessments regarding a range of factors including customer demand. Since the customers are purchasing *********************** 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 policya standard throughout the industry.
In addition to this current claim, the customer filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in the 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 Fulfilment ServicesCustomer Answer
Date: 01/09/2025
Complaint: 22649404
I am rejecting this response because:
I reject their statement. I never received the tickets because the second a noticed they charged more than what was supposed to be charged I refused any service from them and started the dispute with them. I have also recalled the credit card company and they have reversed their decision and made it so I do not have to pay the credit card company for these tickets. I also proved in the screen shots and paper work provided by the company that they do not list the fees and other charges they added to the tickets anywhere in the process.
I did not receive the original email from the BBB to dispute this statement early otherwise I would have done so.
Thank you,
***** ********Business Response
Date: 01/15/2025
Thank you for contacting us regarding this matter. We appreciate the chance to respond to this rejection. As stated previously *** 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 stated previously after the customer confirmed their ********************** selection and inputting their email address the customer is able to view 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 $255.28 in bold text prior to entering any payment information. We have documentation confirming the tickets were sent to the customer's email address provided at checkout on 12/5/24. We maintain that all relevant order details were displayed prior to checkout.
In addition to this current claim, the customer filed a dispute with ****** account regarding this order. We have addressed this, and the dispute was ultimately ruled in our 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. At this time, we consider this matter closed.
Regards,
Ticket Fulfillment ServicesCustomer Answer
Date: 01/19/2025
Complaint: 22649404
I am rejecting this response because: What they are stating is a flat out lie. They have not provided any actual evidence to back up what they are stating. I have provided evidence showing that what they are stating is not true. Just because they are not affiliated with the actual vendor they are facilitating a sale between two parties and they failed to do that. They one, lied about the cost completely and never showed any details on what the hidden fees and other charges would be. The sent emails with links that never worked, I was unable to download or receive what i was supposedly purchasing. Their excuse is it may take up to the day before & that didn't work either. So then what are you supposed to do? They have my money & I have nothing. So how is this my fault & why should they receive any of my money?
Sincerely,
*********** ********Initial Complaint
Date:12/05/2024
Type:Product IssuesStatus: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 denied entry to a performance I bought tickets for. I immediately called the company and complained. They told me I would receive a refund completing a form they would send me. They never sent me the form or followed up. I need a refund as I was denied the service I paid for and followed up with them to get support and they failed to do so.Business Response
Date: 12/16/2024
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.
Because customers are purchasing *********************** owned and listed by individual resellers, we must ensure that our policies are fair to both parties. As such prior to receiving this claim an investigation had been opened into the customer's concern. The investigation has since been closed, but we have been unable to reach the customer directly to discuss the matter further. At this time, in addition to this claim the customer has filed a dispute with their credit card company regarding their order. 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 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 ServicesCustomer Answer
Date: 12/16/2024
Complaint: 22643838
I am rejecting this response because I was recharged the amount from my credit card so the dispute closed and was not the correct resolution. Also I have no email or contact from you after my initial contact, that is false. I demand a refund asap.
Sincerely,
****** ******Business Response
Date: 12/23/2024
Thank you for responding. We appreciate the opportunity to further address the customer's concerns and clarify the marketplace policies. As previously stated, prior to receiving this claim an investigation had been opened into the customer's concern. After the investigation was closed we attempted to contact the customer to discuss the matter further. At this time the previous financial dispute the customer filed against their order is still active. For this reason, if the customer has any questions regarding the dispute process or outcome we encourage them to contact the institution with which the dispute was filed. If the customer wishes to discuss any further questions or concerns regarding their order we recommend they contact our customer service team directly. As it currently stands, we consider this matter closed.
Regards,
Ticket Fulfillment ServicesCustomer Answer
Date: 12/24/2024
Complaint: 22643838
I am rejecting this response because I should receive a refund and they continue to deny the request that is legitimate. I talked to them via phone and they said they would refund but did not.
Sincerely,
****** ******Business Response
Date: 01/02/2025
Thank you for this additional response and the opportunity to once again clarify the marketplace policy surrounding the customer's concern. As stated in both our previous responses, the customer's order does not currently qualify for compensation. We have welcomed the customer to contact our customer service team if they wish to discuss the matter further. As it stands no further resolution may be provided for this claim we maintain that this matter be closed.
Regards,
Ticket fulfillment ServicesInitial Complaint
Date:12/04/2024
Type:Product IssuesStatus: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.
After seeing the charge on my AMEX with further investigation Ive found ********************************* (Ticket Fulfillment Services LP) to be a know scam site. I thought to be purchasing tickets from the Venue directly but instead was redirected unknowingly to this site posing as The ************** in ***************. Upon selecting the tickets and purchasing, the final amount charged was significantly higher than the shown tickets price originally provided. The notification I received to my email states that they do not currently have the tickets purchased and will not deliver until April of 25 as they are a third party vendor of the tickets. As a diligent, thoughtful person this level of deception is *************** charged to my AMEX was $650.02 on 11/18/24.Business Response
Date: 12/13/2024
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.
Once the customer selected the event they were interested in, **** *****, they navigated to the ticket listing page. The top of this page clearly notifies customers, [This site] is a resale marketplace. Ticket prices may exceed face value. This site is not a primary ticket seller or box office. After the customer selected the ********************** listing, they desired, 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 the customers order including the price per **********************, all fees, and the total price of $650.02 was displayed in bold text. This information was fully disclosed before the customer was asked to enter any payment information. Below this order summary, the 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 $650.02 to my selected method of payment. All sales are final. All prices are listed in US Dollars (USD).
Due to the nature of the independent ticket marketplace, TFS 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 the site. A third-party vendor provides all event listings and seating maps, and manages fulfillment, cancellations and customer service on the behalf. All orders are protected by 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.
In addition to this current claim, the customer filed a dispute with their credit card company regarding this order. This has been addressed, and the dispute was ultimately ruled in the site'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. At this time, we consider this matter closed.
Regards,
Ticket Fulfillment ServicesCustomer Answer
Date: 12/18/2024
Complaint: 22640268
I am rejecting this response because:I ask that the site be reviewed. With a quick web search it is found that this site is a repeat offender of these practices of deception. Ongoing reddit threads, as well as an active ******** group with tale after tale of this type. The site poses as local venues websites and billed an amount that was not obvious upon purchase. I ask that the dispute be investigated further based on their predatory and deceptive web practices, and that the amount of $650.02 billed to my Amex be refunded in full.
1.png The user is redirected from their original search, in my *******************, **** ***** to this site. A sense of urgency is created in an immediate pop up.
2.png What theyve outlined as clearly notified customers that the site is a resale marketplace is in small text at the top of the screen in gray type. Not where the eye is drawn when urgency is created and other items on the page have a clear hierarchy.
3.png When selecting tickets, if the customer lingers on the page longer than 3 beats, a second pop up comes on screen notifying you of the urgency again distracting from any site identifiers.
4.png Ticket selection and quantity is made on this page, still never multiplying the total ticket costs for review / just the ea in small type next to the dollar amount
5.png Red text with a countdown creating an additional layer of urgency, again only showing the singular ticket amount never showing the full order summary
6.mp4 The video displays how the user moves through the page, showing the singular ticket amount, then a scroll to enter email address, an additional scroll to enter payment information and a final Place Order button, never showing the itemized total price with the absurd taxes and fees. A scroll all the way back up the screen does reveal this only after the email address is entered but requires the customer to enter their information and to search for this amount an obvious choice to deceive as this is not normal user experience. In fine, thin stroke print if you look close enough the total amount is buried in a large paragraph of copy at the end of the page. All of this again, with the assumption youre on the venues website.
It is obvious with the retailers prompted and canned response to this dispute that this is a regular occurrence and one they have to combat often.
********************************************************************************************************************************************************
Sincerely,
**** ******Business Response
Date: 12/23/2024
Thank you for responding. We appreciate the chance to follow up regarding Ms. ******** concerns. As previously stated, Ticket Fulfillment Services ("TFS") is not affiliated with any artist or venue and does not generate tickets as a primary box office. The marketplaces facilitate transactions between ticket buyers and ticket sellers. After reviewing the matter further, we are happy to provide additional information.
Not only are the previously mentioned disclosures present at the top of every page on the website; but a message is also displayed next to a check box which every buyer must select before they place an order. As stated in the previous response, this message reads in part: "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 $650.02 to my selected method of payment. All sales are final. All prices are listed in US Dollars (USD).
The visual aids the customer provides show messages displayed for events where inventory offered through the website is limited, and expected to sell. As a live marketplace, the site is constantly updating its available inventory as buyers purchase tickets to their favorite events. The visual aids also show the ticket selection and checkout process up to the point where a subtotal is displayed, but fail to show the final checkout screen where it is required to confirm the order details and order total before completing the purchase as outlined above. We maintain that all order details including the site's status as a secondary ticket marketplace, order details and total, and the terms of use were sufficiently presented.
As previously stated, the customer filed a dispute with their credit card company regarding this order. This dispute, which was ultimately ruled in the site's favor, has remained closed. 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. At this time, we continue to consider this matter closed.
Regards,
Ticket Fulfillment ServicesCustomer Answer
Date: 01/07/2025
Complaint: 22640268
I am rejecting this response because: ******, I did not receive notification of this correspondence on 12/23 so was unable to respond within the designated timeframe.I reject the business' response and would like the BBB to consider the evidence and information I've provided and review the sites practices and other cases against them.Thank you for your time and consideration on this,
Sincerely,
**** ******Initial Complaint
Date:11/30/2024
Type:Product IssuesStatus: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.
am writing to formally dispute a charge of $746.95 that appeared on my account on November 30 at 9:54 PM for the purchase of event tickets. I initially believed I was purchasing tickets through the official ticketing website for the event, but it quickly became apparent that this was not the case. The website presented itself in a way that was misleading, and I now understand it was not affiliated with Ticketmaster, as I had intended.Within 5 minutes of making the purchase, I realized the error and immediately contacted the customer service line provided by this business to cancel the transaction. However, my request to cancel was not honored.This transaction feels extremely dishonest and shady, as the tickets were being sold at nearly three times the cost of what they are available for at the actual venue. The lack of transparency and the misleading presentation of this business as the official ticket seller for the event is unacceptable.I request that this charge be canceled and my funds returned, as I acted promptly to rectify the situation and feel that this business is operating in a deceptive manner.Thank you for your prompt attention to this matter. I am happy to provide further details or documentation as needed.Business Response
Date: 12/12/2024
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. 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." 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 user driven checkout process. After selecting the ticket listing they preferred, they were presented with the delivery method as well as the expected delivery date, and were then 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 summary also detailed the price per ticket, all fees, and the total charge of $746.95 in bold text prior to entering any payment information. Once the customer 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, our customer was 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 below. 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. [...]" In order to complete the purchase the customer needed to click "Place Order" under which is stated "By clicking "Place Order", your credit card will be charged $746.95. which includes ticket, service, and delivery fees." At which time the customer proceeded to complete their purchase.
It should also be noted that in addition to this claim the customer has opened a dispute with their financial institution regarding their 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 ServicesInitial Complaint
Date:11/29/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally file a complaint regarding my recent experience with Ticket-Center, from whom I purchased tickets that were never received. On June 8, 2024 I purchased three tickets for **** ******* scheduled on May 17, 2025. I paid a total of $1374.11 through ****** with an account linked directly to my bank account. On June 10, 2024 I received an email from Ticket-Center stating that the tickets were ready to be released. I was under the impression I had purchased the tickets from Ticketmaster until receiving this email, so I immediately notified my bank there was a fraudulent transaction on my account. My bank blocked the transaction with ******. I opened an investigation with ****** on November 01, 2024. They contacted Ticket-Center whom supplied them with a *** tracking number for the tickets. Ticket-Center only offers electronic deliveries for their tickets for this event, and the tracking number is not valid with the tracking services provided by ***. The tickets ultimately were never received and Ticket-Center was unable to provide the service I paid for. I am requesting a full refund of $1374.11 for the tickets never received and urge the BBB to investigate this companys practices.Business Response
Date: 12/11/2024
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.
It should be noted that the website is an online resale marketplace, which means they do not own or generate ticketsinstead, they 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
Once the customer selected the ********************** listing they desired for **** ******* with **** Top, 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 $1,374.11 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 customers order total breakdown is reiterated. Directly below the Place Order our customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $1,374.11 which includes ticket, service, and delivery fees" at which time the customer proceeded to place their order.
It must be noted, in this case, tickets for the customer's event were transferred electronically through a third-party platform to the email address associated with the order on 6/8/2024. ***** documentation was obtained that confirmed the correct tickets were transferred to the email address provided by the customer at the time of checkout, and as such, the ticket delivery was marked as completed. In addition to this current claim, the customer filed a dispute with their financial institution regarding this transaction. This has been addressed, and the dispute was ultimately ruled in the website's favor. If the customer has any further questions regarding this dispute, it is encouraged they reach out to the financial institution with which it was filed. As it currently stands, this matter is considered closed.
Regards,
Ticket Fulfillment Services ("TFS")Customer Answer
Date: 12/15/2024
Complaint: 22619813
I am rejecting this response because:Valid documentation that the tickets were transferred electronically through a third-party platform with my email was not provided to me, and I never received the tickets electronically. Additionally, this contradicts the information given to ****** for their investigation, as *** provided them with a *** tracking number that was invalid. What is this tracking number for if ****** was told the tickets were received physically, and now it is being stated that the tickets were received electronically? I request to see these confirmatory documents, inclusive of the *** tracking information provided to ****** and the electronic confirmation cited with the BBB.
Sincerely,
******** ******Business Response
Date: 12/23/2024
Thank you for reaching out once again. The continued opportunity to further address the customer's concerns is appreciated. As previously stated, Ticket Fulfillment Services ("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.
During the checkout process, customers are able to view the delivery format for their tickets. The selection the 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. Any questions involving the dispute the customer placed on the order should be discussed with the financial institution that the customer placed with the dispute with.
It must be noted, documentation obtained regarding the successful transfer to the customer's email address provided at the time of purchase cannot be shared for privacy reasons. As the site protects the customers' personal information, this courtesy must also be extended to the sellers who utilize the site to sell their tickets. The documentation obtained includes personal identification that can compromise the privacy of the sellers, therefore, the customer's request cannot be accommodated. If the customer has further questions, it is recommended they reach out to the site's customer service department for further assistance. This matter is considered closed at this time.
Regards,
Ticket Fulfillment Services ("TFS")Customer Answer
Date: 12/29/2024
Complaint: 22619813
I am rejecting this response because:
Customer service at *** has been contacted regarding ticket access and location, but response has not been received. As the case stands, I continue to not have confirmation or possession of the tickets at this time and do not acknowledge completion of the transaction due to failure of ticket receipt.Sincerely,
******** ******Initial Complaint
Date:11/27/2024
Type:Product IssuesStatus: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.
This business is an absolute scam. They claimed to have sold me tickets that were still available on the website, did not send me tickets in a timely fashion, and then when customer service was called they refused to assist in making the situation right with a partial or full refund, even though I purchased the tickets less than 5 minutes before. They also falsely claimed a clear view from the seats they sold me, but that does not appear to be the case based on what the official website for the venue showed. Avoid them at all costs! I am looking for a simple refund, which was requested 5 minutes after purchase. Something a reputable company would provide or at least look to resolve to a customers satisfactionBusiness Response
Date: 12/09/2024
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.
Once the customer selected the ********************** listing they desired for Six The Musical, 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 $443.35 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 customers 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 $443.35 which includes ticket, service, and delivery fees" at which time the customer proceeded to place their order.
Due to the nature of the business on the secondary marketplace, the website is not affiliated with any artist or venue and does not own inventory; instead, it acts as an intermediary between customers and sellers. All prices listed on the site are done so by the individual seller, not the website, based on their personal assessments regarding a range of factors including customer demand. Since the customers are purchasing *********************** owned and listed by individual resellers, it must ensured that the policies are fair to both parties. This means that refunds are unable to be offered and must adhere to an all sales are final policya standard throughout the industry.
As all order details were sufficiently displayed prior to placing their order, this matter is considered closed. If the customer has any additional concerns regarding their order, it is encouraged that they reach out to our customer service department so that they may be addressed.
Regards,
Ticket Fulfillment Services ("TFS")Initial Complaint
Date:11/24/2024
Type:Product IssuesStatus: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.
In reviewing your website, I am apparently not the first victim of this business. I purchased concert tickets (Violent Femmes and Tallahassee Symphony) on 11/22/24 through what appeared to be the direct source. There was no indication that this was a reseller. The initial amount selected was NOT the amount charged. $231 vs $926 The primary ticket amount, as well as an enormous service fee, did not appear until the confirmation email after purchase. At this point, there was no way to contact the business. No links on the site work to ask questions. I finally was able to engage an online chat which offered no help.Lastly, the site stated the tickets would be available to download within 24 hours of purchase, when in fact they will not be sent up to and including the date of the event - in 5 months (April 4, 2025.) I have received no tickets, and would simply like a refund and to never do "business" with this company again.Business Response
Date: 12/05/2024
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. *** 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 website has been in contact with the customer and has offered a one-time courtesy resolution in the interest of customer service. The customer has accepted this as an amicable resolution; and as such, this matter is resolved. If the customer has any additional concerns relating to their order, it is advised that they contact the website's customer service department for further assistance.
Regards,
Ticket Fulfillment Services ("TFS")Customer Answer
Date: 12/08/2024
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:11/16/2024
Type:Sales and Advertising IssuesStatus: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 I attempted to purchase tickets to an event January 8th in ******. After I sent the payment I received a confirmation email which said:*****, your order is confirmed!This email is not your ticket. The seller has indicated that these tickets will be available by:MON. JAN 6, 2025. Your tickets are mobile entry tickets. Present them on your phone once youre at the venue. When the seller transfers the tickets to your email, youll get the following updates: An email letting you know a transfer has been made. Follow the instructions to accept your tickets. You might need to create an account with the email address used to place your order: ******************** Depending on the event, you may also have to download an app.An email notifying you that the seller initiated the transfer. Once you create an account and accept the transfer, make sure youre able to view your mobile tickets.* For some venues, you may receive your tickets via a text message. Please follow those instructions when you receive the text.Reach out with any questions. Enjoy your event!I do not agree to these terms and it was not clearly disclosed that this is a 3rd party and I was purchasing a ticket transfer. Had I been aware of these details I would NOT have made the purchase. I called the company to attempt to cancel and was met with an auto answer system that only gives you option to speak to a bot. I was able to eventually bypass this and finally got through to a real person who insisted I was not able to cancel and all sales are final. This is very misleading and what I would call fraud. Businesses like this that are designed to trap and harm customers should not exists. I have appealed through ****** in hopes they can help but feel the need to report that the ticket purchase experience is not what it seems through this provider. It is a trap and one designed that you cannot escape. Poor business woth poorer business practices.Business Response
Date: 11/27/2024
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.
Once the customer selected the ********************** listing they desired for Dr. ****** ********, 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 $287.50 in bold text prior to entering any payment information. Once 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 customers order total breakdown is reiterated. Directly below the Place Order our customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $287.50 which includes ticket, service, and delivery fees" at which time the customer proceeded to place their order.
Due to the nature of business on the secondary marketplace, TFS 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 the site are done so by the individual seller, not TFS, based on their personal assessments regarding a range of factors including customer demand. Since customers are purchasing *********************** owned and listed by individual resellers, we must ensure that policies are fair to both parties. 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 customer service department so that they may be addressed.
Regards,
Ticket Fulfillment Services
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