Complaints

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

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  Ticket Fulfillment Services LP

  225 W Randolph St Lbby 30 Chicago, IL 60606-1848

• 

  Ticket Fulfillment Services LP

  16192 Coastal Hwy Lewes, DE 19958

• 

  Ticket Fulfillment Services LP

  23000 Sussex Hwy # 232 Seaford, DE 19973

• 

  Ticket Fulfillment Services LP

  address unknown Cleveland, OH 44115

• 

  Ticket Fulfillment Services LP

  27 N Wacker Dr Pmb 505 Chicago, IL 60606-2800

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:11/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased tickets in April, 2024 for an event on Nov 16, 2024. The purchase amount was $697.50. I never received my tickets. After getting the runaround from the Ticket Fulfillment Center I still don't have my tickets. I asked for a refund and got more runaround from them. All I want is my money refunded. The Last time I spoke with them I was on the phone for over 45 minutes and again all I got was the runaround.

  Business Response

  Date: 11/25/2024

  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.
  
  TFS facilitates thousands of successful ticket transfers each day with satisfied customers, so we are confident of the efficacy of the ticket delivery process. 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. If a customer does not see the transfer that was sent to the email address they provided at checkout, the email they received with instructions on how to access their tickets advises them to contact the customer care team immediately. Furthermore, if customers encounter any issues with accessing their tickets through their link, we always welcome them to contact the customer care team for troubleshooting.
  
  On several occasions, the customer service team spoke with Mr. ****** and attempted to troubleshoot and retransfer the tickets. Transfer records indicate that the original ticket transfer took place on July 25th, and we detect no issues with the original transfer. As such, we maintain the customers order was successfully fulfilled and aligns with the Buyers Guarantee.
  
  Regards,
  Ticket Fulfillment Services

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22562305
  
  I am rejecting this response because: although I tried to work with them I never received my tickets to the event. I cannot imagine paying for a product I never received.  Furthermore,  it became obvious to me that after speaking with them on several occasions, my situation was not going to end in my getting my tickets. All I want is a refund of the $697.50 I paid for the tickets. In addition,  I never received any email indicating how I was to retrieve my tickets.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/03/2024

  Thank you for responding. We appreciate the opportunity to further review the customer's claims, and we are able to provide the following information. As stated previously, we have confirmed after review that the initial transfer of the tickets was made to the email address provided by the customer at the time of purchase on July 25th, 2024. The buyer contacted the customer care team on September 22nd, *********************************************************** locating the transfer email. On September 23rd, 2024 Mr. ****** provided communicated further regarding the troubleshooting steps, and a recall of the initial transfer began. 
  
  Recalling and resending the ticket transfer is a process that is possible but not guaranteed. The initial transfer and the email containing instructions on how to accept the ticket transfer were both sent to the original email address on file, which matches the email address used for this BBB complaint. Mr. ****** provided an alternate email address to attempt the retransfer to on September 23rd, and later that same day, communication was received from the seller that the retransfer to the alternate email address had been successful. Further troubleshooting was provided on September 30th, October 8th, and November 9th, 11th, 13th, and 15th. At every point it was confirmed that the transfer was successfully sent and ready to be accepted. 
  
  At every point the customer service agents assisting Mr. ****** did everything within their power to help locate the ticket transfer. Whenever a buyer reports any issue in locating their tickets, an investigation is launched to confirm that the ticket transfers were sent correctly, and in this case, both transfers were confirmed. Because no issues could be detected with the transfer, this matter is considered closed. If Mr. ****** has additional questions, he is welcome to contact the customer service team.
  
  Regards,
  ******************************************************************

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22562305
  
  I am rejecting this response because: their claim that I received the tickets is false. Had I received them I wouldnt be asking for a refund!
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on a venue's website to purchase tickets to a concert. I was unknowingly redirected to Tickets-Center (AKA Ticket Fulfillment Services LP), where I purchased four tickets. It wasn't until later when I was on my Ticketmaster app that I saw tickets were actually being sold by them, not Tickets-Center. I had no idea Tickets-Center was not the ticket management company for Ovens Auditorium, is a 3rd party broker and that I had paid an inflated price for these tickets. I opened a chat with a *** at Tickets-Center, and while the individual was pleasant to deal with, they could only quote the refund policy (meaning, no policy for refunds) and suggest I resell the tickets. I don't want the tickets at all knowing now how much more I paid versus what Ovens Auditorium/Ticketmaster was selling them for. I want a refund.

  Business Response

  Date: 11/21/2024

  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 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 ********** *******, 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 $2,474.79 in bold text prior to entering any payment information. Once the customer inputs 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 $2,474.79 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, Ticket Fulfillment Services is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on the site are done so by the individual seller, not Ticket Fulfillment Services, based on their personal assessments regarding a range of factors including customer demand. Since customers are purchasing *********************** owned and listed by individual resellers, we must ensure that the 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 credit card company regarding this order. This has been 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. At this time, we consider this matter closed.
  
  Regards,
  Ticket Fulfillment Services

  Customer Answer

  Date: 11/21/2024

   
  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:11/10/2024

  Type:Customer Service 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.

  Hello, I am a ************************ Officer. Without my knowledge, some concert tickets were purchased using ******. The Company, Ticket Fulfillment Services LP was contacted numerous times by me the same day these purchases were made without my consent. They refuse to refund my money. $2,077.50 on one charge. and $979.50 on another transaction. Both made WITHOUT MY CONSENT. I have called ALL parties numerous times; ******** ******, Ticket Fulfillment Services LP all on the same day these Fraudulent Purchases were made. I would like A FULL REFUND. I barely leave my House due to my Disabled Back and other health issues. I would NOT travel to **** and ********** to attend CONCERTS.

  Business Response

  Date: 11/21/2024

  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 an order is placed on the marketplace it is reviewed for potential fraudulent activity. Orders are only confirmed if no evidence of fraud is found. In this case the customer reported that they did not place the orders in question. However, all identity information provided on the order corresponds with customer's information. As such no evidence of fraudulent activity was detected in this case. Since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. In this case that means the customer's order does not qualify for a refund and the order will continue to adhere to an all sales are final policya standard throughout the industry.
  

  It should also be noted that in addition to this claim the customer has opened a dispute with their financial institution regarding both their orders. We are unable to provide a resolution to this matter while this dispute remains open due to the nature of the dispute process. If the customer has any further questions regarding this dispute or its outcome, 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 Services 

• Initial Complaint

  Date:11/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased tickets to a concert in the amount of $811.50 the issue is they did not disclose that you had to be 21 to enter the concert. These 3 tickets are for people under 21 and when called to get a refund they said sorry we will not give your money back. If they had put on the ticket sale you had to be 21 we would never have purchased these tickets to begin with. This is at best false advertisement and worst fraud. I am considering filling a small claims in court for fraud. This was purchased on 6/25/2024 for a ******** concert.

  Business Response

  Date: 11/18/2024

  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 ********, 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. Please note that, during the selection process for tickets, this event was labeled 21+ to provide a disclaimer that only attendees over the age of 21 would be allowed to attend the event. 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. Since the customers are purchasing *********************** owned and listed by individual resellers, it must be ensured that the website's policies are fair to both parties. This means that the website must adhere to an all sales are final policya standard throughout the industry.
  
  Prior to receiving this claim this matter was thoroughly discussed with the customer to address all of their concerns. 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 the customer service department so that they may be addressed. 
  
  Regards,
  
  Ticket Fulfillment Services

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22527319
  
  I am rejecting this response because:

  There was not any place that showed 21 required to use these tickets.  It allowed my wife to pick the tickets seats but did not say anywhere about being 21 so she purchased these for my kids that are not 21 so we could not use them.  when I called to get a refund I was basically told to bad its final when I asked if I could talk to a supervisor I was told no.  ************ is not a replicable company and after reading reviews none are good says you over charge in our case would be 4x the amount of the ticket but is not what I am complain about I feel like you sold something under false advertising.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 12/02/2024

   
  Thank you for reaching out to us once more. We appreciate the continued opportunity to further address the customer's concerns. As previously stated, during the selection process for tickets, this event was labeled 21+ to provide a disclaimer that only attendees over the age of 21 would be allowed to attend the event. This was prominently displayed to ensure that customers would be made aware of the age requirement for this event prior to purchase. It should be noted, this disclosure was provided during every step of the checkout process, to ensure that customers wishing to purchase the *********************** were informed of the guidelines for the event and venue. As previously noted, 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. Since the customers are purchasing *********************** owned and listed by individual resellers, it must be ensured that the website's policies are fair to both parties. This means that the website must adhere to an all sales are final policy.
  
  It is maintained that all order details were sufficiently displayed prior to placing their order, and as such, this matter is considered closed. If the customer has any additional concerns regarding their order, it is still encouraged that they reach out to the customer service department so that they may be addressed. 
  
  Regards,
  
  Ticket Fulfillment Services

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22527319
  
  I am rejecting this response because:
  

  You or they can say they showed 21+ before and during checkout but they did not do we would not have purchased tickets for kids under 21 that is just silly.  Also in their first response it said that you had to click on each ticket an find information that it was 21+ now they claim it was on every step.  They should be put out of business!!!  I would never do business or refer anyone to do business with them ever.  Buyer be ware and do your research which we did not do on this company they price ***** and do not disclose all the information needed.  If other companies did the type of price gouging this one does they would be in court or jail.  Example these tickets at the real box office cost $70.00 per ticket you charged ****** per ticket that is over 3x the original ticket price if that is not price gouging I don't know what is but overall my may issue is that your company DID NOT say 21+ no matter how many times you say you did.  If I need to file a claim with small claims court and get a lawyer I will as that maybe my next step since this is not getting anywhere and you all are all crooks.

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

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 1, 2024 I purchased 3 tickets for the ************************* When I attempted to open the link for the tickets, it would not work. I contacted them that evening to inform them that the link wouldnt work. I purchased 3 tickets from the box office so I could take my son with Down syndrome to the circus, with the intention of having my money refunded the next day. I called them again, the next day and was told that they will not refund my money, even though I never received the tickets.

  Business Response

  Date: 11/14/2024

  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.
  
  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 11/1/2024. 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.  It must be noted that no contact was received from the customer until after the event took place, at which time, the information on hand regarding the ticket delivery was discussed with them.
  
  As it presently stands, the customer's order does not qualify for compensation at this time and this matter is considered closed as the order was fulfilled in accordance of the agreed upon terms. The customer's understanding throughout the matter is appreciated and if they have any further questions regarding their order, it is encouraged that they contact the customer care team to receive assistance.
  
  Regards,
  
  Ticket Fulfillment Services

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22517171
  
  I am rejecting this response because: I never received the tickets t by at I purchased 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 11/25/2024

  Thank you for contacting us regarding this matter once again. We appreciate the continued chance to further address the customers concerns. As previously noted, *********************** for the customer's event were transferred electronically through a third-party platform to the email address associated with the order on 11/1/2024. To reiterate, 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. As the customer did not reach out to the website until after the event occurred, assistance could not be provided to assist them in locating their tickets. 
  
  As it presently stands, the customer's order does not qualify for compensation at this time and this matter will continue to be considered closed, as the order was fulfilled in accordance of the agreed upon terms. If the customer has further questions or concerns, it is advised they reach out to the website to receive further assistance.
  
  Regards,
  
  Ticket Fulfillment Services

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22517171
  
  I am rejecting this response because: I paid for a product and did not receive it.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought tickets for ********-trucks concert in ********* nc for 11/9. Concert was cancelled and they wont refund my $576.20.

  Business Response

  Date: 11/14/2024

  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.
  
  Customers will be appropriately compensated for any event which is cancelled and is not planned to be rescheduled. If, rather than cancelling, an event organizer postpones an event, TFS must adhere to the terms of use agreed to at the time of sale, which stated, If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund or other compensation... Customers are presented with the message, prior to purchase, which states, By clicking Place Order, you agree to the sales terms and conditions. I have reviewed the Order Summary above and understand that I am not purchasing directly from the venue box office and that tickets may be above face value. I understand that I will be charged $576.20 to my selected method of payment. All sales are final. All prices are listed in US Dollars (USD)..
  
  In addition to this current claim, the customer has filed a dispute with their credit card regarding this order. A resolution to this matter cannot be provided while this dispute remains open, due to the nature of the dispute process. The customer is encouraged 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, this matter is considered closed.
  
  Regards,
  
  Ticket Fulfillment Services

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22515313
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 11/18/2024

  Just dont want tickets at date next year. Cant believe there not willing to reimburse. Bad business practice

  Business Response

  Date: 11/26/2024

  Thank you for contacting us once again regarding this matter. We appreciate the continued chance to further address the customers concerns. As previously detailed, if an event organizer opts to postpone an event rather than cancel, TFS must adhere to the terms of use agreed to at the time of sale, which stated, If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund or other compensation...
  
  In addition to this current claim, the customer filed a dispute with their credit card company regarding this order. This has been addressed this, and the dispute was ultimately ruled in the website's favor. If the customer has any further questions regarding this dispute, it is encouraged for them to reach out to the financial institution with which it was filed. At this time, this matter is considered closed
  
  Regards,
  
  Ticket Fulfillment Services

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date reported:August 9, 2024 Item details Item name Space Cowboy Baseball Tickets Item description:Space Cowboy Baseball Tickets Quantity: 3 Issue description:The seller was prohibited by the venue for reselling these tickets. The seller processed the transaction then bought tickets from the venue that were different from those that I ordered. The venue expressly prohibits reselling tickets and contacted me by phone to make me aware of the fraud. The venue invalidated the tickets - so the items I paid for were invalid. I did not receive valid tickets to the game.The seller lists the seats as available and actually do not sell the tickets selected. The tickets were obtained after I paid the fee, which is 3 times the cost of the ticket sold by space city cowboys. The seats were not the same seats as I selected. The website was deceiving, making me believe I was buying the tickets through an authorized seller. The ticket price is not actual price of ticket.

  Business Response

  Date: 11/15/2024

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") does not sell tickets.  Rather, it processes orders and provides customer service for online ********************** marketplaces. *** 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 
  
  TFS does not own or generate tickets; rather, all tickets listed in our marketplace are managed and owned, by professional ticket resellers and pre-screened individual sellers who have already purchased those tickets. The online  marketplace allows these sellers to resell their tickets in a secure, controlled e-commerce environment. Many of the professional resellers own season tickets for various teams or venues, or have direct business partnerships with teams, venues, and promoters. As a result, they are able to provide premium tickets or passes to sold-out events.  
  
  The online marketplace maintains that all details were sufficiently disclosed prior to purchase. The customer receives valid *********************** for their event which took place on 8/10/24. At this time, 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 

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22514370
  
  I am rejecting this response because:  the venue rejected the tickets we purchased.  
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 11/27/2024

  Thank you for responding. As a resale marketplace Ticket Fulfillment Services does not generate tickets, hold any inventory or is affiliated with the primary marketplace. This is clearly disclosed on the online marketplace website prior to purchase. All the customers are guaranteed to receive their *********************** in time for their event. The customer was able to review the order details which include the itemized breakdown, which was located on the right side of the checkout under the section Order Summary. As the customer agreed to the terms the online marketplace must abided by the terms, therefore we are unable to offer the customer compensation.
  
  
  Please note that the attachments the customer provided do not indicate that any tickets, let alone the tickets were provided were invalid for entry, as the email attached was dated prior to the event. It should be noted that the financial dispute filed by the customer was resolved in our favor. As such, we consider this matter closed. 
  
   
  
  Regards,     
  Ticket Fulfillment Services  
  

• Initial Complaint

  Date:11/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket on August 2, 2024, to the *******************, ******, through the Ticket Center from Ticket Fulfillment Servies LP. The confirmation of my purchase showed a Confirmation Order No. ******** in the amount of $786.95 but the ticket that was emailed to me showed Order No. ******* in the amount of $113.00. At first, I did not think there was a problem, but I kept wondering why the order numbers and the dollar amounts were different. I decided to have the ticket checked, so I went to the ************************************** to find out if the ticket was valid. I spoke to ******** ******, who is the ********** Manager, and she told me the ticket was NOT valid. She said the reselling of tickets violates their terms and conditions. She also said the tickets must be purchased through the official San Francisco Opera ********** and are for personal use only and are not for resale. The **************************** has the authority to cancel tickets they recognize as being bought for the purpose of resale. Tickets sold by third parties for more than the face value of the ticket will not be honored. According to my records, Ticket Fulfillment Services LP/Ticket Center made a profit of $786.95 selling this ticket to me. I checked with the Better Business Bureau re Ticket Fulfillment Services LP and they have over 600 complaints filed against them. I am wondering why Ticket Fulfillment Services LP is allowed to continue selling tickets as a third party.I filed a dispute on October 4, 2024, with the *********************************, and I filed a complaint on October 21, 2024, with ******, which ****** notified Ticket Fulfillment Services LP. At this point, I am hoping I will receive a refund of $786.95 from Ticket Fulfillment Services LP.

  Business Response

  Date: 11/14/2024

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. ****************************************************************** ("TFS") does not sell tickets.  Rather, it processes orders and provides customer service for online ********************** marketplaces. *** 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 ******************* - ******, 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 $786.95 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 $786.95 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, *** is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. Since the customers are purchasing *********************** owned and listed by individual resellers, we must ensure that the 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.       
  
   
  Prior to receiving this claim the online marketplace thoroughly discussed this matter with the customer to address all of their concerns. Please note that the customer filed a financial dispute, which remains active. As such, we consider this matter closed. If the customer has questions about the dispute, they can contact their financial institution.     
  
    
  
  Regards,         
  Ticket Fulfillment Services    

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22506551
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/01/2024

  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 purchased 2 tickets for the *** concert through the venue (****************, Phx, **). The price for each ticket was $500. At the concert we found out that persons sitting next to us paid $150 per ticket. I assumed I was purchasing through Ticketmaster and the **************** and have no idea how I ended up online at this merchant. I definitely did not go to the site myself. I purchased the tickets on 3/23 and the persons next to us purchased theirs through Ticketmaster on 3/20. This was a total rip-off and possibly I was redirected to their site without my knowledge.

  Business Response

  Date: 11/12/2024

  Thank you for contacting us regarding this matter. We appreciate the chance to address the customers concerns. **** 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 $979.50 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 $979.50. which includes ticket, service, and delivery fees." At which time the customer proceeded to complete their purchase.
  

  Due to the nature of the secondary marketplace, neither *** nor the marketplace are affiliated with any artist or venue and do not own or generate tickets. Since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. This means that a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. Prior to receiving this claim we addressed this matter with the customer and consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to customer service so that they may be addressed.
  

  Regards,
  Ticket Fulfillment Services

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22503008
  
  I am rejecting this response because: See attachment.  I never had access to a breakdown of charges prior to the purchase.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/21/2024

  Thank you for responding. We appreciate the opportunity to further address the customer's concerns and clarify the marketplace policies. As previously stated, 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. 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, the 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 $979.50. which includes ticket, service, and delivery fees." At which time the customer proceeded to complete their purchase.
  

  Since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. In this case that means the customer's order does not qualify for a refund and the order will continue to adhere to an all sales are final policya standard throughout the industry. We assert that all order details and relevant terms were sufficiently displayed and agreed to when the customer placed their order and as such we consider this matter closed. 
  

  Regards,
  Ticket Fulfillment Services 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22503008
  
  I am rejecting this response because: I WAS NOT shown a breakdown of fees for the tickets prior to purchasing them.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased tickets today for event. AFTER purchase it was revealed the company is a reseller not the official box office. So there is a $100 per ticket charge for using their service! As the tickets were in process i tried to cancel. This website is misleading and should be reported as such! I want the $200 commission amount refunded. Please help

  Business Response

  Date: 11/11/2024

  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. 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.
  

  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 $419.02 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 $419.02. which includes ticket, service, and delivery fees." At which time the customer proceeded to complete their purchase.
  

  Due to the nature of the secondary marketplace, neither *** nor the marketplace are affiliated with any artist or venue and do not own or generate tickets. Since tickets are provided by the individual ticket sellers, and not TFS or the venue box office, the tickets may reflect information relating to the original purchaser or the original order. All orders place through the marketplace are covered by the marketplace's 100% Guarantee which assures that tickets provided will be valid for the selected event. Since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. This means that a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. Prior to receiving this claim we addressed this matter with the customer and consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to customer service so that they may be addressed.
  

  Regards,
  Ticket Fulfillment Services

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22499565
  
  I am rejecting this response because: the price of the ticket did not reveal hidden fees of $100/ticket which I believe is a california requirement. In addition to this i do not frequent concerts nor buy thru 3rd parties so advising of same in small print greyed out is not consumer friendly. I agree to the face value of the ticket but not price gauging. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/19/2024

  Thank you for responding. We appreciate the opportunity to further address the customer's concerns and clarify the marketplace policies. As previously stated, as a secondary resale platform neither *** 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. To this end the market place is not affiliated with, nor does it direct customers from,  any primary market or venue website. 
  

  As previously stated, 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. 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, the 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 $419.02. which includes ticket, service, and delivery fees." At which time the customer proceeded to complete their purchase.  Since customers are purchasing *********************** owned and listed by individual resellers, policies are designed to be fair to both parties. This means that a refund cannot be offered and an all sales are final policya standard throughout the industry must be adhered to. Prior to receiving this claim we addressed this matter with the customer and consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to customer service so that they may be addressed.
  

  Regards,
  Ticket Fulfillment Services

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22499565
  
  I am rejecting this response because:
  There is no indication on the receipt or order details that a $200 commission fee is explained. There was no transparency relative to the cost of tickets. I believe this is against legal practices. I am willing to pay cost of actual ticket price but $100 /ticket is excessive
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/27/2024

  Thank you for responding. We appreciate the opportunity to further address the customer's concerns and clarify the marketplace policies. We would like to note that this claim has now been thoroughly addressed and the customer has been provided ample explanation as to why their requests cannot be granted. The most recent rejection does not provide new information or evidence to refute any previous response. As previously stated, as a secondary resale platform neither *** 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. 
  

  It should be noted, on 10/31/24, valid tickets were provided to the customer prior to their event, their order was fulfilled in accordance with our 100% Guarantee and as such their order does not qualify for compensation. 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. Prior to receiving this claim we addressed this matter with the customer and consider this matter closed.  If the customer has any additional concerns regarding their order, we encourage them to reach out to customer service so that they may be addressed.
  

  Regards,
  Ticket Fulfillment Services