Complaints

• Initial Complaint

  09/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Like every complaint I see about Ticketmaster Live Nation service, VIP packages were not available at check-in, we arrive on time, staff on behalf of ticketmaster live nation requested my address and phone number, which I agreed on even thought I remind the staff that it was stated on the terms and conditions of the tickets, that items not picked up at check in will not be shipped out, they still requested my personal information and recorded in a notebook along with many others. There were not preferred seats or special zone offered. Basically we were scammed and robbed with $150 USD in excess for 4 tickets, a total $600 USD. It is very unfortunate that ticketmaster utilizes a side entity to take advantage of users and its customers. Customer service is shameful and a disgrace misleading, disregarding and tendentiously misinforming customers to avoid providing the service. I am seeking venues to escalate this issue legally and to get compensation not only for those $600 USD we were scammed. Ticketmaster live nation is a fraud.

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/20) */ Hello *****, we are very sorry to hear about your experience at the show. The tickets included in the VIP package were either in the first 10 rows or a standing general admission ticket - we did not promise or advertise a special zone. There was a miscommunication with the VIP host we hired for the event, and she was unable to hand out merchandise at the show. We shipped the merchandise to all the guests using the address provided upon purchase, but it sounds like you did not receive it. We will send the merchandise again, and will email you tracking as soon as possible. If you have any other questions or feedback, please email********************* Consumer Response /* (3000, 7, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is very unfortunate that Ticketmaster vipnation finally responded properly to my emails, after I placed this complaint in BBB. I sent more than 10 emails, call your customer service line multiple times and I was just disregarded and rejected. For the 5th time, the merchandise was supposed to be given the date of the event and according to your policy, no merchandise is to be shipped out. I am not interested in the merchandise after 4 months. I want compensation for the $600 usd in excess that I paid for a supposedly VIP experience that I did not received in any aspect, in fact I paid an additional $200 for a table. I have already contacted the band, which offered an amazing concert by the way, of your fraudulent and scamming tactics and what many attendees experienced using Ticket master vipnation services. I will get ahold of the event host to validate that aforementioned miscommunication you arise. I will advise about that through this communication channel. Business Response /* (4000, 9, 2022/09/27) */ Hi *****, We are very sorry about your experience. Unfortunately, our customer service team was not aware that merchandise was not available for pick up at the time of the event, and so they replied with our standard policy about shipping merchandise. You are correct. Our policy is that all merchandise must be picked up on site at the event, however, when we are unable to distribute merchandise at an event, then we always ship the merchandise to our guests. This is what we did for your event, however, it seems like you did not receive it. We would be happy to send the merchandise again, and have contacted you by email from ****************** to verify your shipping address. We have not received a response from you. Please respond at your earliest convenience, and we will ship the merchandise immediately. As a show of good faith, in addition to sending you the merchandise, we will also contact Ticketmaster to issue you a refund for your order. Unfortunately, we are not familiar with the $200 table you purchased. This has nothing to do with VIP Nation or the package we offered. Here is the package description for your purchase, which is still listed on our website ********************************************** ULTIMATE VIP PACKAGE Each Ultimate VIP Package includes: One premium reserved ticket in the first 10 rows OR one general admission ticket with early entry* Special gift items for VIPs only Copy of ************************************ Exclusive VIP gift item Early entry to the venue Official VIP laminate Pre-show tour merchandise shopping opportunity Designated check-in On-site VIP host and concierge Please do not hesitate to reach out to us at ****************** if you need anything else. Sincerely, VIP Nation Consumer Response /* (2000, 11, 2022/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Ticketmaster VIP nation for following up on this issue that caused frustration during this disputing process. I do want to acknowledge that ***** from VIP Nation found a satisfactory solution to this case which the issue end up being more related to the host of the event no Ticketmaster VIP nation. Looking forward to get the merchandise. Thank you again

• Initial Complaint

  08/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Bought a meet and greet through VIP NATION. I never received an itinerary. I showed up a little earlier to figure out the meet and greet stuff but they said I was not allowed in due to it being almost over ?!?! They lied and said I got the emails but only showed me that I "opened an email" never sent me real proof of the itinerary email. Since I only got emails that stated they were sending me email of the itinerary. I had to ask for a refund because i was at the show and there was no cancellation on my end. I am first disputing with my bank since services were not rendered and if they want to fight me on it etc I will be going further and contacting my lawyer since these reviews definitely show that the supposed email they send out with the itinerary seems to be an issue and people are losing funds with no services provided.

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/31) */ Hello, we are very sorry you missed the meet & greet with ************ Here is an excerpt for the confirmation email you received after purchase: You will receive an itinerary via email (from **********vipnation.com) approximately 3-5 days before your show including details on time and place to meet your VIP host. If you have not received this 3 days before the show please contact us immediately. VIP package items will be distributed the night of the show by the VIP Nation host. We sent the emailed itinerary on 8/23 at 11:06am CT, and our records indicate that you opened the itinerary twice that day (screen shot attached). You did not reach out to us before the show that you did not receive it, and we did not reach out to you, because our records showed that you did receive it. I've attached a copy of the itinerary, which outlines the check-in time and location, and the cut-off time for participating in the meet & greet. If you have any other feedback, please reach out to *******************

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday, May 6th, I spent $549.00 plus $31.56 insurance on two VIPNATION meet and greet tickets to see Dermot Kennedy at the Clyde Theater in Fort Wayne, IN. We got the photos back from the meet and greet, and they're out of focus and blurry. The theater said the photographer with VIPNATION had some sort of camera error and knew it even at the time of taking photos. I have received no email response from VIPNATION regarding this error, and they do not answer their phones. This feels like a scam. We paid for these unusable photos. The Clyde Theater said they forwarded my concerns to VIPNATION, and all VIPNATION says to do is email. This is unacceptable. I want a full refund. My order number for the tickets is ORDER ID: ********* The Clyde Theater has been wonderful to deal with, as it is 100% the fault of VIPNATION.

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/26) */ Hello, We are extremely sorry about how the photos came out for this event. We have already been in touch with the venue to issue a partial refund to all guests that were affected, including *****. Our customer service team is small, but we still answer all emails sent to ****************** and have representatives answering our phone line as quickly as possible. Please send any other feedback to******************** and we will respond as soon as possible.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased VIP tickets for ******************** for this coming monday, 08/15/2022. My initial email says I would be notified 3-5 days prior about check-ins. I emailed VIP Nation yesterday regarding this and got a generic response stating the info will be sent out soon. I have to receive any of this particular information and I am traveling to ******* tomorrow! I would like a response as soon as possible. One would think that they would well have this information at hand for a show on Monday. Tried calling the number listed on ****** search and it either says they are unavailable or it just disconnects when I hit the prompt.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */ Hi *****, The emailed itinerary was sent on Friday August 12th. Our records indicate that you received the email, and were able to open it and click on the links within the email (screen shot attached). Please reach out to******************* if you need assistance with anything else.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered 2 "VIP" tickets for ******* concert, ************** on 8/10/2022, which read details about early entry, free merchandise, and check-in availability between 6-7 pm. When we arrived to the venue, we went to the spot where the email told us to. Upon arriving, there was a line "presumably" for VIP. We asked around and others indicated it was for VIP. So we waited. There were no indications whether or not this was VIP. No signs or anything. After a while, someone mentioned you had to go through the doors to check-in. We went through and saw the table. Two "not so nice" employees from VIPnation were there. They informed us that there was no early entry and that they were out of merch and it would be mailed to us (the website EXPLICITLY states you can only get it at the venue and that it cannot be shipped). They then informed us that we had to return to the general admission line (which we had just left to go check-in). So we returned to the BACK of the line (losing many spots in line for nothing at all). When we made our way forward, we saw that the table they were at was being taken down. The time that was witnessed was at 6:23pm, well before the 7pm cutoff that was emailed to me. We witnessed multiple people approaching the venue's ticket counter asking where they could checkin at for "VIP" and they were left without answers and confused. Altogether this more expensive "VIP" experience has done nothing but cause us to lose our spot in line to get nothing more than disrespect from the two ladies working their booth. Hopefully others can use this as caution to not work with this company in the future.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/15) */ Hi ******** thanks for reaching out and sorry to hear about your experience. You purchased our Gold Premium Ticket Package, which does not include early entry. Due to a shipping complication, the merchandise was not available for pick up at the event, but will be shipped to the address you provided during purchase. We provide a cell phone number in your itinerary for the VIP host that is on site at the event, who could have provided assistance for locating the check-in table or any other issues you were facing that night. If you have any other feedback, please reach out to *******************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a soundcheck package for 5 Seconds of Summer as a gift for my daughter on 04/05/2021. The concert was postponed twice due to covid. During that time frame my family had to move out of Arizona where the concert was originally planned and across the country to North Carolina. Fast forward to 2022 and the show has been rescheduled. I contacted VIP Nation on more than one occasion. The only way to contact them is thru their website via a contact form they provide. There is a customer service number listed however the phone is never answered. I asked to have the original package purchased transferred to the new show in North Carolina or for a refund. I purchased a new package to the show in North Carolina. The original concert tickets to the Arizona show were sold as we no longer live there and I have proof of that. The original soundcheck, that i asked to be transferred on refunded back in April 2022, was never used and they can show that I am sure. Their customer service is the WORST and refuse to help at all. I have now paid for 2 packages thru them and only able to use 1. They have asked for my email proof of request for a refund however there is no way to email them. The ONLY way to contact them is to go thru their website using their contact page. That doesn't provide a record of contact. They need to refund me my $250.00

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/29) */ Hi *****, Unfortunately our VIP packages are non-refundable and non-transferable - very similar to airline tickets. When shows are rescheduled there is a 30 days window to request a refund. By the time, we received your first request, the window was closed. Our customer service email is ******************, and you don't have to use the website form to contact us. I also can assure you that we have a team answering our customer service phone at ************. This contact info is listed at the bottom of every web page on our site. We replied to each of your inquiries, and I've attached them here. 4/25 - 4/29: We let you know the order was still valid at the new date and you would receive an itinerary 3-5 before the show 5/19: We informed you that the refund window was closed, and offered you an alternate pick up name, even though our packages are non-transferable 6/20: We let you know that a refund was not possible 6/22: There seemed to be some confusion on this chain. A customer service agent was asking for your original refund request, which would have been the contact form you filled out on 5/19. We replied to that email from ****************** to let you know a refund would not be possible. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have checked all email avenues and have not seen any of these responses! In all of my phone calls one person has answered! That person, *****, told me someone would call me back within 24 hours and no phone call was returned. I filed a written dispute with my credit card company! Business Response /* (4000, 9, 2022/07/06) */ I'm sorry you didn't receive any of our responses. Our refund policy is clear. You had 30 days to contact us each time this event was rescheduled. Outside of that window, all sales are final.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered the "VIP package for the Russell Dickerson experience" and what an experience I received. I paid my monies but received no email to state where to go or where to get tickets. I called the number on Saturday and all week the next week trying to get someone on phone. They continued to hang up constantly. I want my monies back in full

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/24) */ Hello! We sent ***** ******* an emailed itinerary with instructions for picking up his ********************* upgrade package at the event. The email was delivered on 5.17.22 at 5:24pm UTC. The email with instructions was opened by ***** ******* on 5.18.22 and 5.19.22. Screen shot of this activity is attached. We also were in correspondence with ***** via email before the show. Emails are attached as well. No refund is warranted.

*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. ↩