Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attended the ***********, SC Blink 182 show on 7/29/24 show with 2 Ultimate VIP tickets which included a VIP lounge experience, 2 stuffed animals, free food, 4 alcoholic beverages, and 2 autographed posters by the band ($1493.65- receipt attached). I also purchased 2 ****** ****** Meet and Greet tickets ($2000- receipt attached). I was not told that the meet and greet and VIP lounge would overlap so I did not get any free food nor my 4 alcoholic beverages and missed the entire VIP lounge experience. I was also told at the show that my autographed VIP poster would be mailed to me. The show was 5.5 months ago, and I have emailed asking for my poster at least 10 times since then- constantly being told it was on the way and thanked for my patience. I was sent an email last night by VIP Nation (attached) saying I will not be receiving my 2 autographed posters but they would like to send me more stuffed animals as compensation. This is not an acceptable solution- there is a significant price/value difference between the stuffed bunnies and autographed posters. Not only did I miss the entire VIP experience because I spent even more money to do the ****** ****** meet and greet, but the meet and greet ran over so I also missed the opener and half of ****** the Veil while waiting to get my tattoo that the meet and greet came with. At this point in time I am asking for a $400 refund per ticket (2 tickets). These posters are selling for the lowest amount online at $300 on **** with tax and if you will not furnish me with the autographed Blink 182 poster that came with this package, a partial refund of 2 tickets is in order for a total refund of $800 to compensate for the $600 I will need to spend purchasing 2 posters on ****, 4 missing alcoholic beverages (approx value of $60), missed food, and missing part of the show.

  Business response

  01/15/2025

  We apologize for the inconvenience, delay and frustration. We were able to retrieve 2 posters from staff and will be sending them out today. You can expect an email with tracing from our customer service department later today. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two VIP Ultimate Meet and Greet thru AXS for Grupo Frontera on 10/6 at **************************I received an email about the details on 10/2 which included the itinerary , check in, soundcheck, meet and greet, etc from VIPNATION. The person checking us in told us that merchandise was not available and will be sent out and , tracking information will be sent by email on file, we were only given drink tokens. After the soundcheck (exciting) we were directed to the meet and greet photo area. We met them and took photos (photographer )which was a great experience for us, the concert was amazing too!! Well after a week of waiting for pictures, I went to the original email which said photos to be uploaded and downloaded. Unfortunately our pictures were not included in the upload. I have been waiting and checking each day to see our picture, to no avail they are not there. I have contacted by email to VIPNation 10/10/24 response from a representative(regarding merchandise, to be sent in the next two weeks) and again on 10/13 regarding our pictures, response from another representative asked for a description of what were wearing, our selfie pictures were sent to them. I emailed VIPnation again on 10/15, response from **** that they forwarded to the appropriate team to look for our picture, I have also called the customer service about this and waited on hold with no help from whoever answered, just left me hanging on for almost an hour, I hung up. I have not received any response from VIPnation and regarding merchandise or our photos taken. This has been very upsetting and time consuming for me having to go thru all of this to get what was paid for and promised when I purchased these tickets. I need a some sort of refund from AXS or VIPnation in regards to this, just so disappointed.

  Business response

  10/23/2024

  Thank you for reaching out. We apologized for the delay in merchandise and photos. The merchandise is being shipped by one of our vendors and should arriver to the address you confirmed onsite. This will arrive within 1-2 weeks. The signed poster will arrive after as the band needs to sign and they are delayed. As for your pictures, al photos were uploaded as of yesterday. Please take a look in the gallery. If you do not see your picture, please reach out to ******************************* with a photo of yourself and we will try to locate. A refund will not be issued as you attended the concert and the experience. We apologize for the delay, however, that does not warrant a refund as those elements are being fulfilled. 

  Customer response

  10/24/2024

   
  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,
  
  **** Cerdagalvan

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 29th, 2024 I attended the ******* show at ********************** in ********. I purchased VIP tickets for my mom and I as a present. I was told to verify I provided the correct address, for the merchandise to be shipped. A month later we still hadn't received the items, and I went looking for them. About a week or two later, I received an e-mail stating the items were being shipped. I saw they were being sent to an old address, and called the post office to have it be held. They did not hold the package, and it was stolen. I called VIP Nation to tell them what happened, and they said they couldn't find my order. They told me to call Ticketmaster, and then to call ***, they are the company that is handeling the merchandise. I then e-mailed them, and spent days verifying the correct address. They said they would ship it again, and they sent it to the wrong address a second time. I then called last week again, to see why I hadn't receieved my items, and was told I would get a call back. I never received a call back. The following morning, I received an e-mail with a tracking number for **** I called *** they verified it was the correct address, and that was it. It has now been another week, and I still haven't received my items. It has been 3 months since the concert. I spent way to much money on these tickets and items to not get them in a timely manner. I have attached my order details, and every e-mail we have sent each other since this began on 9/17

  Business response

  10/30/2024

  We apologize for the delays. Your merchandise will arrive 11/2. Here is the tracking number 1Z19469A0395737721

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have emailed the livenation/vip nation company and have gotten no reply back. I purchased the **** ***** VIP merch package and never received my lanyard, branded candy, poster, and one item hand picked by the artist.

  Business response

  10/07/2024

  We apologize for the delay in production. We anticipate shipping your items in the next 3-4 weeks if not sooner. We do apologize for the delay. Please feel free to contact us at info@vipnation.com if you have any additional questions.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to the Blink show 7/21/24 at ********** & the entire VIP process was a nightmare. We checked in at 5. WE HAD PLENTY OF TIME TO GET WHERE NEEDED TO GO. At checkin they didnt have our gift & said it wouldnt be mailed til end of tour & said we cant enter until 5:30 but we could right next to their table so we waited there & at 5:20 when we tried to get in, we were told we had to wait 10 more minutes. Fine. At 5:30 we were told our VIP didnt allow us to enter there. At this point there were 2 other chances for them to give us correct information. We went back to check-in & asked what was going on & were told its not their ************ should know where to get in. Eventually we found a Citi Field staff member & had to go to the complete other side of the stadium to enter. Had we been given the right information from the beginning, we wouldnt have had to race around the stadium and wait in a long line of other people who had floor seat. Because we got the information late & then had a 20 minute walk around the building, we got in late. When we got to a merch booth, the line was wrapped around the stadium & when we got to the front, they didnt have my sized items, which could have been avoided from the beginning. I paid $538 per ticket for 3 tickets & this experience was garbage. Seats right next to mine were in the $200s so youre telling me I paid $250 for a lanyard & a stuffed bunny that wont come til end of the tour? Poor quality of staff caused us to not even be able to get merch? There was no experience in this VIP experience except for aggravation that could have been avoided with a basic floor ticket. For the inconvenience and lack of actual experience, I would like at least a partial refund. A reg floor ticket would have gotten me in on time & able to buy merch. The entire VIP experience made my actual experience terrible. Im submitting the response from the company; showing they didnt even read my email & the response addressed nothing at all.

  Business response

  07/23/2024

  The fan purchased a premium Ticket package. This package did not contain early entry or early merch shopping. The fan checked in at 4:48pm and as stated in the itinerary we sent they would be allowed entry with the general public when doors opened at 5:30pm. it sounds like the fan thought they purchased an early entry package. The early entry package did include early entry and crowd free shopping. However, this is not the package the fan purchased. Everyone that purchased a VIP package is receiving the Bunny after the tour concludes. A we fulfilled the package the fan purchased, we are not issuing a refund or partial refund. 

  Customer response

  07/23/2024

   
  Complaint: 22028417
  
  I am rejecting this response because:

  Only one issue was acknowledged. In my complaint I stated I was fine with entering at 5:30. The main issue was the runaround that was caused by VIP nations lack of customer satisfaction. I would not have been late to anything if we were given the correct information because as you stated, I checked in BEFORE 5pm. My other issue is that we paid all this extra money because we were to get a gift and we are going to get a stuffed bunny mailed to us and were supposed to just be ok with the fact that that bunny was $250? I refuse to accept there cannot be a refund because no sane person would purchase a stuffed animal for $250! I am aware there wasnt crowd free shopping, again NOT THE ISSUE.  The issue is VIP NATION screwed everything up for us by giving us wrong information and then blaming us! We only were able to even get in after hunting down a Citi Field employee. You should be ashamed of yourselves and Blink 182 should do better for their fans! Keep the stuffed bunny and refund us $250 per ticket. This is unacceptable. 
  
  Sincerely,
  
  ***************************************

  Business response

  07/26/2024

  We are sorry that you were not satisfied with your experience. When you checked in you were then allowed to enter the venue from any entrance after doors opened at 5:30. You did not have early entry, so I am unsure as to what direction you needed to enter. As previously stated, your package was fulfilled. As we are sorry to hear it didn't meet your expectation, it fulfilled what we promised. No refund will be issued.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had bought a Premium Ticket Package to the ******, ** stop of Blink 182's One More Time Tour that took place on 6/27/24. The ticket purchase had included 3 physical items to pick up at the show; **mmemorative *** laminate, Specially designed *** merchandise item and Blink-182 custom candy. On 6/24/24 I received an email from VIP Nation outlining the *** check-in process prior to the show which was from 6PM - 7PM. I arrived to the venue and was checking in during the outlined timeframe. At the door, I was instructed to go to the arena floor where they would help me with *** check-in, upon getting to the arena floor I was sent to someone else for help. I ended up going to the Guest Relations **unter by the main entrance where nobody knew anything about *** chick-in, then referred to another Guest Relations **unter. This process went on about **************************************************** they weren't around but provided me with the email address ******************************* and told me that VIP Nation will mail you the items you did not pick up. I saw many other people with the similar strips of paper with the VIP Nation email address on it, so I emailed them as soon as possible letting them know about the situation. I received an auto-type response stating that they will not mail items out but I can follow the tour to another state to pick up the items I paid for. I have seen other complaints about this business for the same story, they provide the event staff with their email and tell patrons to email them explaining the situation and they will mail you your merchandise although it is clear they have no intentions of doing so. I believe this is done only to keep patrons from complaining at the event, quite a shady business practice. I would prefer to receive the 3 physical items I paid for and didn't receive, but if not, I want an immediate refund of the difference I paid for a premium ticket and a non premium seat in the same row.

  Business response

  07/03/2024

  We send the fans a detailed itinerary with very specific check in locations and check in times. The itinerary also states that merchandise not picked up at check in will not be shipped. This is due to tour logistics being very difficult to ship from the road. This fan received and opened the itinerary. They did not check into the *** area to collect their merchandise. We can make an exception and send the fan the merchandise. Please confirm the shipping address.

  Customer response

  07/08/2024

   
  Complaint: 21919766
  
  I am rejecting this response because:
  

  Thank you. I will *accept* this response upon the receipt of my merchandise. When I physically have the items I am owed, I will respond to BBB and tell them we reached a solution and have the complaint closed. My shipping address is ********************************************

  Thank you,

   *********************

  Business response

  07/22/2024

  We will be shipping the 2 of the 3 items tomorrow. The 3rd item is not available until the end of the tour. At that time the item will be shipped. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went tothe ************************* meet&greet onFriday(6/21/24)inMiami, ***The upgrade that I bought for$1,250included the following:Aphoto,laminate,&tattoo.We were toldthe day ofthe event(6/21/24)@12:13PM that there wont be the tattoopart ofthe M&G&would be compensated with1drumstick&a t-shirt.Uponsome research2drumsticks are$15at GuitarCenter&a shirt is no morethan$20-$30.Theres noway that these2items compare to a tattoo whichwas advertised not only inthe description ofthe packagebut on socialmedia as well.I attemptedto reachout to *******************************&got the responses of, The tattoo was also a gift completely gratis from TravisFlashtattoo options willbe available to preview&select onsite at no additionalcostNowhere in the description ofthe package doesit say the tattoo is a gift&if its at noadditional cost thenthat means its included within the$1,250 Ipaid.On theUK VIPNation website Iwas able to findtheTicket/Package Terms of Purchasewhichclearly states whathappens if somethingis withdrawn fromthe event.I asked in the email tobe provided a link forthe NorthAmericanTicket/Package Terms of Purchasewhichwas ignored¬ given.I calledVIPNation onMonday (6/24/24).I was onholdfor~30minutes,spoke to an agent&the call was dropped.**** expecting a callback butdidnt get one.I called@10:51AMto bewaiting for an agent forover90minutes.The agent listened&said exactly whatwas inthe email.Irequested to speak toasupervisor which ************** tocontinue tosendemails.I was hungup on&when I calledback another rep *********** he coulddo is giveme ********* speakto someone else&he provided me the samenumber I wascalling.ImNOTasking for a full refundbut I paid for a fullpackage&only received 2ofthe3 items.Im wanting a partialrefundof atleast$500due to notreceiving a tattoo,the unprofessionalism ofthe agentson thephone&fortheVIPNation email agent that didnt provide me thelink I asked for tosee myrights as a buyer onwhat thecompensation is forwhen an item is withdrawnfrom apackage.

  Business response

  07/10/2024

  We came to an agreement that a $500.00 refund was warranted and resolved this issue. The refund was processed, and this closes the complaint

  Customer response

  07/12/2024

   
  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

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attended ******* at the forum on 3/9/24. We did not make check in to pick up our merchandise. Order 42-19618. I would like my merchandise sent to us

  Business response

  03/21/2024

  As we apologize the experience and the merchandise were missed, we do send an itinerary outlining the pickup location and times. The itinerary also outlines that we do not ship merchandise not picked up at check in. 

  Customer response

  03/22/2024

   
  Complaint: 21468499
  
  I am rejecting this response because:
  
  As I am aware of what the itinerary stated, I paid a premium price and I want what I paid for. The merchandise belongs to me and I would appreciate it being sent without me escalating the situation any further. I expect my merchandise or a refund immediately. 
  
  Sincerely,
  
  ***************************

  Business response

  03/22/2024

  As a courtesy we will ship the merchandise. Please let us know the sizes you would like and confirm the shipping address. Thank you.

  Customer response

  03/28/2024

   
  Complaint: 21468499
  
  I am rejecting this response because:
   
  Thank you, I am owed 4 jackets. I want one Large, ************* and one XX-Large as well as the merchandise associated with the package. 
  

  Once I receive my items I will advise the BBB we reached a resolution and to close the case satisfied. 

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

  Business response

  04/05/2024

  These should ship out next week. Here is the tracking number 1Z19469A0393965658. Thank you for allowing us to resolve this issue.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spent extra money on 2 tickets for my daughter's birthday to see ********************* VIP experience. The girls where in line on time, and they ended up running out of the vip merch which included a poster, ect. The guy says sorry to them and had my daughter take a picture of a email address and said to email them and they will help her get her stuff that was included in the purchase price. We'll I emailed and I was told that they went to the wrong place.. um no because they saw other platinum ticket holders getting their stuff , so I said no they where in the right spot however they didn't have any for them hence why I am emailing this random email that they gave us. *******'s response was this We did not run out of merchandise at this show and the girls did not check in. They advise to email because they do not have another option to tell you in person. First of all, they told my girls they ran out. So either the person giving the stuff out lied, or he's lying to me. I wouldn't be so upset if they would have just not even bothered telling her to email that they would get them both their included merch... not to mention the talent was over TWO hours late performing . Super loose operation. We go to concerts all the time and I have never left a bad reveiw before. But I do not appreciate being told my kid was not there at the correct time and place. She saw people being handed their stuff and their excuse of " oh we just tell people to email because we don't know what else to say but we don't ship ever" that is extremely unprofessional. Thank you, *******

  Business response

  03/12/2024

  Thank you for reaching out. Your itinerary states that all merchandise must be picked up on site at *** check in and will not be shipped. After reviewing our check in log your daughters did not check into the *** check in. This is the reason they didn't get the merchandise. We did not run out. I am not sure who they spoke to. However, as this is a VIP Nation experience the venue employees would advise to email us. This did not imply you were going to be mailed merchandise. What you were advised of was factual. In addition, you are requesting a full refund. Your daughters attended the show. You would not be entitled to a full refund for failing to check into the *** check in area. As a gesture of good faith, we are willing to ship the merchandise. Please provide your shipping information 

  Customer response

  03/15/2024

   
  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.
  

  They agreed to mail the merchandise my girls where told my employees that they would get mailed to them and asked me to provide a address 

  *******************

  ***************************;

  ************ , **

  98363

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased *** tickets to the ***************** event in *****, **. VIP Nation was supposed to give me access to the *** event that was being held before the concert as well *** seating in a special area during the show. I was denied access to the *** area before and during the show. I contacted my VIP Nation host and they never responded. I tried contacting VIP Nation several times to assist me but no supervisor from their company would respond to my calls. I am requesting a full refund for this event since I was not given access to the *** area or my *** seats. The stadium personnel supervisors apologized to me and stated the merchant may have oversold tickets.

  Business response

  01/11/2024

  Can you please provide an order number for your purchase. This event was in the summer of 2022. We have no record of this fan reaching out to VIP Nation advising there was an issue. Please provide any correspondence you sent advising us in 2022 that you were unable to gain access to the show. 

  Customer response

  01/11/2024

   
  Complaint: 21114492
  
  I am rejecting this response because reached out to you multiple times. I spoke with Supervisor ****. I reached out multiples times by phone and email to my host for the event. Their phone number is ************. No one every responded which is why I needed to do this complaint. 
  
  Here is the order # 25-37105/FLO
  
  Sincerely,
  
  *************************

  Business response

  01/16/2024

  We have no record of any correspondence. Please provide any correspondence you may have from 2022 that would confirm you were not allowed into the concert. This tour was over a year and a half ago. 

*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. ↩