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Business Profile

Baseball Club

The Philadelphia Phillies
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 large number of tickets (over $10,000 this season alone) to attend Phillies games this season as I am/was a huge fan of the team. I have been given the run around regarding handicap accessible seating when providing doctors notes, had my ticket access deactivated for buying a large number of tickets for a group outing for my work softball league, been blatantly lied to by Phillies security personnel, was denied handicap accessible seating to allow my guest to stand with restless leg syndrome (who unfortunately, was killed in a car accident on the way home from that game) and just recently was told Im not allowed to go to the stadium as I had an attorney friend contact them to question the aforementioned statements provided. Im not sure if this is specific to the Phillies organization or the ****************** as a venue. Regardless, I have been subject to dishonesty, excessive force and the loss of a dear friend for not providing adequate accommodations. Their legal counsel, ticketing office and security team (specifically ******* *******, ****** ******, and ********* *********) have ignored my correspondence on multiple occasions. I have felt completely isolated in reporting these incidents as no one shows any respect or professionalism in getting back to me.

    Business Response

    Date: 10/08/2024

    On August 30, 2024, The Phillies informed Jill Van Deusen that she was no longer permitted to enter Citizens Bank Park due to numerous issues Ms. Van Deusen caused while she was at the ballpark on July 30, 2024 and August 29, 2024. These issues included Ms. Van Deusen using profane language toward staff and other guests, physically assaulting police officers, and physically assaulting Phillies staff. The Phillies refunded Ms. Van Deusen for all tickets she had for games that were scheduled to occur after August 30, 2024. Moreover, in response to complaints raised by Ms. Van Deusen, The Phillies refunded Ms. Van Deusen for her tickets to games on July 26, 2024 and July 30, 2024 (despite the fact that Ms. Van Deusen was ejected from the game on July 30, 2024 for verbally harassing other guests, using profanity with Phillies staff, and refusing to comply with instructions from security and police). The Phillies are unaware of any other request or basis to refund other tickets purchased and used by Ms. Van Deusen during the 2024 season.

  • Initial Complaint

    Date:09/28/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Someone opened an account with the *** using my name and email. They also used my information to enter into a Phillies ticket drawing. I emailed [email protected] to delete my account and remove my information from the drawing. They have refused to do so.

    Business Response

    Date: 11/10/2023

    I have attached the email correspondence in question from the customer *********************************. As communicated in the attached email, there is no Phillies ticketing account created for ******** in our system associated with the email address she is communicating with. Nor do we have any ticketing accounts with the name "*******************************". There was no refusal on behalf of the Phillies instead ******** didn't reply to our follow up email asking for other potential information for us to investigate to see if a ticketing account did exist.

    For context, entering your name and email information into our Postseason Ticket lottery opportunity doesn't require any purchase. Someone may have entered her name without her knowledge but there is no ticketing account created unless the customer is selected as a winner and decided to complete a purchase. If she is receiving any unwanted email correspondence from the Phillies there will be an unsubscribe list below for her to click on and follow the prompts.   

    Please let me know if you have any further questions.

    Best, 

    ************************************************************************ SHRM-CP | Manager, Ticket Services

    The Phillies

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