Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a VIP package from ******** to see Lacuna Coil and along with it I purchased the ticket protection in case I wasnt able to go to the event and wanted a refund. Turns out I wasnt able to go and I contacted SoundRink and I was then referred to ******************* and it turns out I have to meet a certain criteria to even be considered to get my refund, I chose laid off from work because thats the closest I could get and the reality is that I dont have enough time off hours from work to be able to make the event, I explained this but my request was denied and deemed as fraud. No the ones committing fraud here are Soundrink who are selling ticket protection product for $9 without explaining what criteria would need to be met to receive the refund BEFORE the purchase is made. NONE of these criteria or terms were given or explained to me in any way shape or form before I attempted to get a refund. This is highly deceptive and should not be tolerated by anyone, BUYER BEWARE.

  Business Response

  Date: 04/02/2025

  Hi,

    We're very sorry for the issue that you have had.  The ticket protection is very clear what is covered and lack of time off is not one of them.  it is clearly stated when purchasing and there is also additional terms and conditions you can click on to view as well.  Please see the attached screenshot.

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two vip tickets and insurance from Sound Rink. I have the invoice on file.I could not make the show due to work, so I attempted to get a refund because I had bought insurance. I e-mailed Sound Rink regarding how to go about getting refunded. Sound Rink advised I had to go through ********* AKA Protecht, a third party to get refunded.I emailed Protecht. ******** advised they could not find my order. They further stated I would have a separate charge on my bank statement from Protecht if they were handling the insurance claim.I checked my bank statement and there was only one charge, which equaled the total price which I was charged for the tickets and insurance from Sound Rink.I emailed Sound Rink back and advised them what ******** stated to me and have got no response since then.

  Business Response

  Date: 12/11/2024

  Please contact Protecht again we will let them know **** you have a valid order!

• Initial Complaint

  Date:11/13/2024

  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 paid over $400 including tax for this VIP ************ says a photo is included but now they're asking me to pay for the photo.

  Business Response

  Date: 11/14/2024

  Hello,

    You do not need to pay for the photo, that is if you want it printed on SMugMug.  You can just download the photo.  Please see screenshot where it shows the download option when hovering over it.

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  There is no download link on the actual web page. Also if I paid $400 for a photo then why was an actual photo not provided. When I purchased the VIP package it didn't say a digital download of a poor quality photo. The VIP package implied that I would receive an actual photo.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 11/18/2024

  Please include your photo so I can send you the highest *** file we have been sent!

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I don't have the photo. That's the whole point of this complaint! If I had the photo, that I paid $400 for, then why would I be on here? This makes no sense. They never provided the photo that I paid for. This. Is. A. Scam.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 12/18/2024

  Is this the photo you seek?  *********************************************************************************

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.

  Thats the ***** but it says "buy *****" according to the screenshot I took of the link I was just sent. Over $400 & a month later & this is the same low res ***** sound rink wants me to buy. Sound Rink is a scam.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:10/10/2024

  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 October 4th I purchased VIP tickets to see a band called ***********. Unbeknownst to me those tickets were only for a meet and greet and did not include entry to the actual concert. No where on their website did it mention that these tickets were not going to provide entry. Apparently in the very fine print there was mention of it which I missed. Totally my fault, understood. However, I did not realize there was no entry until my husband asked me where we were sitting. I then looked at the email I received and saw only in the **** of the tickets that it said no entry. I requested a refund and was told they would not give me one. I went back to their website and the website completely changed from when I originally purchased these meet and greet tickets. The company became immediately combative with me and offered me absolutely no solution to my issue. I am now out $210 when they easily could keep selling these tickets when the concert is on January 10th!

  Business Response

  Date: 10/11/2024

  We have refunded you in full and are very sorry for the inconvienence.

• Initial Complaint

  Date:10/04/2024

  Type:Delivery 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 VIP upgrades and admission ticket. I did not receive any order confirmation via email or tickets or the passes. When I reached out about at least obtaining the confirmation emails for the 2 separate transactions, this was the response from customer service: I have just tried sending this from our end. If you can't locate it - please check your spam folder as well. Please do reach back out if this still isn't coming through.Nothing was received. I checked all folders. So I replied and this is the response from customer service: I have resent you this confirmation email, if you do not see in your inbox, please check your spam folder.If you still dont receive this, do you have an alternative email we can send this out to?I responded and provided another email address to try because again, nothing was received. I also asked why I was able to get emails from customer service but not the order confirmations emails. This is the response from customer service: Just updated both and tried sending over confirmation emails - let me know if they came through okay.I again didn't receive anything so I let customer service now. I haven't heard anything back. The quoted SLA is a few hours. Additionally, their website mentions if no order confirmation is received, it is possible that the order was not successfully placed even if no error message is received upon submitting payment. My bank confirmed I was billed successfully for the vip passes and admission ticket. Without an email confirmation, how do I know the order was placed successfully on the company's end? I have paid for a service I have not received. I am seeking a refund at this point.

  Business Response

  Date: 10/05/2024

  Hello,

  I just looked in our backend and both of your orders have been completed.  I just went ahead and resent your confirmation emails via our system, please check your email again.    Your name will be on the list, I can assure you that your orders are good to go!

   

  Thank you,

    Cody

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase of 113 dollars to Sound Rink for a VIP package that would include a signed poster by the band New Found Glory. The poster did not have all of the signatures from the band. I attempted to reach out to customer service for no resolution. I asked to be refunded because I did not receive what I purchased which was a signed poster by the entire band and I was advised that they would not be able to refund me the money nor send me out a poster that was signed by the entire band. They advised that they would not be able to refund me because as they put it I did receive what was purchased, but I did not. I also advised that I would prefer to have the poster over the refund, because the refund would have been a compromise because I did not get what I paid for, I would even be happy with a partial refund of 45 dollars because I did not get the poster as advertised. The purchase was made on 08/26/2024.

  Business Response

  Date: 09/04/2024

  Thank you for reaching out.  The description does say signed poster however one of the members was not on the tour at the time of your show and that is why its not signed by all members.   Your poster was signed by all available members and nowhere does it state all members on the description.  You received the poster signed by all the members that were there.

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The band member was playing at the show I was at. I understand your reasoning but I am not happy. I do not want to pursue this further especially because I am aware of the band member's circumstance and I do not want to cause any undue stress. I just want you to know how disappointed I am.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ryder

   

   

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attended a concert for the band Beartooth on 02/17/2024 and paid an increased premium for a meet and greet with a photo with the band. Total amount of purchase came out to $339. We were told we would be receiving our photos within 48 hours. My photo was never sent. I emailed them and they advised me that they could not reach the photographer and my photo could not be recovered. They took months to come to this conclusion. Then they advised me the band was recording videos for the people with missing photos. They advised me in July that they would be sending out the photos shortly. No videos were sent. I reached back out asking for a refund 4 times and have been met with no response. I advised them I would be filing a complaint. Still no response.

  Customer Answer

  Date: 08/17/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/04/2024

  Videos have been sent out to fans as a sorry for the photographer losing the photos.  This has been handled.

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They have been saying videos were going out since July. NO videos have been received. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:05/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 18 2024 I purchased tickets with Sound Rink to see a band named Unprocessed perform in the evening of the day and date of April 5th 2024 for a total of $63.99 - Order #******. I purchased optional additional "ticket protection" with Fanshield.com in case I could not make it to the event.A week before the scheduled event we were sent email notifying us that the band would not be able to perform that evening. They cancelled and needed to reschedule the date of the performance. A new date was set, and we would not be able to attend at that particular time, so I reached out to Sound Rink customer service email and kindly asked for a refund. I was coldly told that they do not do refunds unless the event is cancelled, and was told to file a claim with Fanshield.com for the funds.Included are screenshots of the conversation. I informed Sound Rink customer service that the event was cancelled, so according to their stated policy they owe me a refund. Their response was a ghastly attempt at gaslighting and manipulation. They claim the event was "rescheduled", but not "cancelled". They said they offered a refund for a period of 7 days, and since we were just outside that range they would not be providing it.First of all, "rescheduling" an agreed upon event is a FORM of cancellation. In order to reschedule the date, the original performance must BE cancelled. Second, if their policy is to only offer refunds in the case of cancellations - and if "rescheduling" is "not cancellation" - then how are they offering a refund period of 7 days? Its self-contradictory. I find this "7 day policy" to be unacceptable, and as for the so-called ticket insurance, well, I filed my claim with Fanshield.com weeks ago, but have yet to receive the funds. I have not heard from them, and despite the status showing the refund issued it has not been received. My understanding of their TOS is that they dont do the refund if the event is cancelled because Sound Rink is supposed to.

  Business Response

  Date: 09/04/2024

  Customer has been refunded as per the request! See attached

  Customer Answer

  Date: 09/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******************

• Initial Complaint

  Date:04/04/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets for a concert and they never delivered the tickets, nor have they responded to my calls

  Business Response

  Date: 09/04/2024

  Customer charged back and we accepted the chargeback even though the tickets were valid.  See attached proof of refund

  Customer Answer

  Date: 09/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  But also, this business did not respond until after I contacted BBB. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/25/2024

  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.

  Date of the transaction: 1/24/24 Amount I paid: $41.09 Committed to providing concert tickets Unable to contact anyone at the business Order number: #****** Ad was posted to concert venue website Not sure how I ended up getting to the website, but I was trying to get concert tickets & after purchasing from this site I realized that the tickets dont even go on sale yet & looked up the business social media & all the comments are complaints about this business being a scam. I want my money back & the business needs to be shut down!

  Customer Answer

  Date: 02/04/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 09/04/2024

  Tickets were valid for the concert but the customer disputed and were refunded.