Complaints
This profile includes complaints for TicketCity's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 5 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:09/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was not provided with my tickets and didn't get a refund ?? I will love to get my tickets for the ****** vs ******** event 12/16 2023
Business Response
Date: 09/18/2023
Thank you for your message. What is your order number?Initial Complaint
Date:01/31/2023
Type: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 6 tickets to venue on or around Nov 29th 2022. Received email same day. Email instructions were RIDICULOUS and VAGUE.They said we will send you an email as soon as your ticket is processed.They have an order # and button for view order status. Pushing that button makes you re-enter the same order number they just gave you (ridiculous).All paths to contact them lead to circular automation chats. There is no way to get a person on the phone (that is offered). Even at that point, TO ME AND RESONABLE PEOPLE, this is a scam/fraud.All entries into the chat confirm that THEY KNOW I ordered this and the tickets are purchased (and I cannot get a refund).But I still have no scannable tickets in my inbox.Their fee was hidden and was HUGE. That is a separate and also fraudulent issue.I am not used to no refund polices but that was my bad.I took a link for one band and got another. Classic bait and switch. Still, I should have re-examined my order. 'Normal' purchases are returnable/refundable, but I didn't realize that this was not.Still, I want to go now with friends who agreed to purchase some of the ticket block.It's now Jan 30th and I STILL have no tickets and the circular chat is all I can get to. Reading all these other posts I KNOW they are correct about this vendor. This vendor is a horror show of immoral policies. There is NO WAY the 'actual ticket vendor', ******* Theater, is holding these tickets back. It's simply Ticektcity who has NOT purchased them. The BBB should get busy with these types of vendors and actually do the public a proper service by forcing these online vendors to take and issue refunds in a timely manner. Also vendors should be required to have human phone support that is reachable THROUGHOUT normal business hours. This vendor is obfuscating the entire process of ticket delivery.And in the meantime I have been bombarded with useless advertisements from them. And still no tickets ...Business Response
Date: 01/31/2023
******,
Thank you for your inquiry on this. The tickets were sent over already and you have to us an account manager to get them. It looks like you chatted with someone today on this but then logged off. At this point we going to have someone from our team give you a call to walk you through this over the phone. Please expect a call very soon.
Initial Complaint
Date:01/03/2023
Type: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.
In 10/5/22, I purchased 12 tickets through Ticket City to the Cowboys and Titans Thursday night game at ************** in ********* on 12/29/22. Paid $2922.55. Electronic transfer tickets. Section 304 row BB. Order number ********. I received an email the day I ordered them stating I would have the tickets by 12/28/22. At 11:03pm et on 12/28/22, I still had not received my tickets. I contacted them. And They assured us we would get the tickets and shortly after that, I received an email from ticket city stating that the tickets had been transferred and to look in the inbox. I checked inbox, spam, searched for key words, etc and nothing. The next morning and on throughout that next day (the day of the game) I, along with 4 other family members contacted ticket city on the phone and chat over 20 times and they all stated that the seller was sending the tickets. Reassured us we would have the tickets before the game and if they couldnt get the email through, they would work with us another way to get the tickets. They sent the tickets to THREE different emails. And we never received the email with the tickets. They had us open up the Ticketmaster app for Titans. No tickets. They had us get online on a desktop computer. No tickets. One customer service rep told us that the seller was having all kinds of issues sending tickets and we were not the only ones this was happening to. We asked them if they could text us the tickets, send to the box office, anything else so we could get the tickets. Nothing else was done besides they gave us info to talk to the box office workers. Upon speaking with the box office workers, the tickets were not transferred to our names. And also, the 12 seats we were supposed to have, some were already filled by people. We never received our tickets. We had to pay for MORE tickets at doorTheir website says valid tickets on time or your money back. And they told us we would not be getting a refund because they sent us the tickets.Business Response
Date: 01/04/2023
Hello,
Thank you for your response. Please see attached screen shot of the transfer. These were sent over on 12/29 at 2:07 PM to the email address that was given to us. These were sent over using the Titans account manager. The screenshot that you have given us is for the Ticketmaster app and these tickets would have accusable using the Titans app or going to the account manager through your web browser of your phone. You did speak to us a few times on the phone and spoke with 4-5 reps on the matter but these tickets were transferred and just not accepted on your end.
Customer Answer
Date: 01/04/2023
Complaint: 18660458
I am rejecting this response because:
Not only did they tell us they sent it to three different emails: ************************* ******************* and *********************** and none of the three emails ever received any message from the sender in the inbox OR spam, but ALSO they had us look in regular Ticketmaster app and the Titans Ticketmaster app and they were told there was nothing in there as well. We were in ********* at the box office to try to have them help us and she told us half of the seats were already taken! We missed the beginning of the game and had to BUY 12 MORE TICKETS to get into the game! Why would we want to buy 12 more tickets when we already spent almost $3000 on the ones you all were supposed to give us!?!? This is pure insanity. We never received an email to retrieve the tickets and the screenshot you sent shows that it couldve been canceled up til we accepted them anyways! We never received an email from the seller! Not one!
Regards,
*************************Business Response
Date: 01/06/2023
At this point we have nothing further to discuss. The tickets were sent and proof of transfer was sent showing this was done.Customer Answer
Date: 01/06/2023
Complaint: 18660458
I am rejecting this response because:
your policy says valid tickets on time or your money back. Just because you have something saying they were sent, you have proof from me showing they were never received. I didnt get valid tickets on time. I should get my money back
Regards,
*************************Initial Complaint
Date:09/02/2022
Type: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 for tix from Ticket City with my credit card on March 31, 2022, total for FOUR *** was $1915.90, order #********. The tix were for ************ at **** on Sept 1, 2022. I finally learned the tix were to arrive by email on Aug 30, 2022 (a good 5 MONTHS LATER). I checked my email all day on 30th; nothing arrived. I even checked again at 4am. I again started at around 9 am 8/31, and learned that the tickets were allegedly arriving that day (one day b4 event). I kept checking my email, then began checking the *********************************************** Master websites, my accounts. (Ticket Master was apparently sending the tix.) Where were my tickets? This is when the NITEMARE began. For some reason Ticket City (via Ticketmaster) sent TWO different emails for TWO sets of TWO tickets each. Why? I paid for 4 tix for 4 seats in a row at the same time. Their 1st email came at 3:08pm, 8/31 for only 2 Tickets (TICKETS I WAS NEVER ABLE TO OBTAIN). I saw "click accept". The link did not work. NEVER WORKED.AT THIS POINT, I CAN TELL YOU THAT AFTER REPEATED 800 CALLS, WEB CHATS, UPLOADS OF APPS, EMAILS TO TICKET CITY AND TICKET MASTER, & CHECKING LIVE NATION (WHOSE INVOLVEMENT I STILL DON'T UNDERSTAND), NO LINK EVER WORKED FOR SEATS 311 &312. (I did FINALLY receive THE *** FOR SEATS 309 & 310, BUT ONLY AFTER MUCH CONCERTED EFFORT FOR 15+ HOURS ON THE 31ST AND DAY OF EVENT.)I kept working to obtain the 2 missing tix ( FRONT 3, ROW C, SEATS 311 & 312) thru *********************************************** Master until we had to leave for the event. We had to inform our invited guests that we had no tickets for them!I have all emails, screen shots, apps, chat records, etc I had to use as alleged "cures" as per Ticket City & of the last chat session when their link stopped working. Ticket City (and Ticket Master) are scamming nitemares. I want Ticket City to know I am writing the ******** Attorney General and Senators ******* and ****** et al to do something to keep these "businesses" from operating in the ****Business Response
Date: 09/02/2022
Hello,
Thank you for your time we do apologize for any inconvenience with this. This is being investigated as speak so as soon as it reaches conclusion we will be reaching out with our findings. Thank you for your patience.
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