Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Fri Dec 13, 2024 11:00 AM Sphere Las Vegas, ****** Get Directions Sec **********, Seat 7 I am requesting a full refund on my ticket to the Sphere, due to being misled by staff about the bag policy and missing the entire pre-show and part of the movie. When I arrived I asked the lady working for the Sphere by the rideshare drop if my bag would be let in and she said yes. After waiting in line, the ticket scanner said my bag would be put in the lockers. As I entered the security area, a security guard came up to me and said my bag could not come into the show because it was a carry-on. I asked to speak to the manager, and instead he called a supervisor. I explained that two staff had told me it was okay and I had waited in line and now there was no time, to run to the Venetian bag check, they asked the ticket scanning employee if she had told me I would be let in and she said yes, but they still refused. After this while running to Venetian another security/staff outside asked me why I was running and I said they wouldn't take my bag. He told me I could go back in, they have lockers where they put large bags. I told him they already said no. I had to take an **** back to sphere, missed the preshow and half of the video. On my way out I took photos by the lockers of bags that were bigger than mine that were let in. I feel that I was targeted more by security because I was African-American with a large bag and appeared to be going to the show by myself. In actuality two of my white male co-workers were traveling with me, were already let in, and allowed to use lockers upstairs. The entire event was humiliating and hi-jacked the enjoyment of the show. I spoke with *****-guest services manager after the show and he said he would document event.Given that two staff told me before entering that my bag was okay, security should have searched my bag and had it placed in lockers. I want my ticket fully refunded and security to be trained on implicit bias.

  Customer response

  01/15/2025

  Company did get back to me and reimburse me with ticket refund, no additional action needed on your side, but complaint should stay on record in case its an ongoing issue

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased tickets for a showing at the Sphere in Las Vegas for March 21 total of ******. Tickets were purchased through ************. The Sphere has cancelled the showing we paid for. Now Ticketmaster is saying they can't refund until the Sphere says. The email I received says it will take 30 days to refund. Why so long? credit card processing doesn't take 30 days, it takes les than a minute.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Unacceptable Child Separation Incident at Sphere on Thanksgiving Night!I am writing to express extreme concern and outrage regarding a dangerous situation that occurred at Sphere this evening, putting a 6-year-old child at serious risk of being separated from his mother and lost in the crowd. At approximately 4:15pm today(11/28/2024), we were following the crowd to move forward to enter the sphere for the 4:30pm show. Suddenly a staff raised his arm right in front of me and blocked my way, while my son next to me kept moving forward because he is shorter than the height of the arm. I realized that the staff was trying to control the traffic by letting me and everyone behind me wait for a while before letting us go. I repeatedly asked the staff to let me go as my son was not aware what happened and was already 20 feet away from me. The staff refused to let me go. I told him very loudly that my son is 6 years old, and another nearby staff heard what I said, and told the first staff to let me go. And the 1st staff insisted to block me, and said just then let your son come back. I am so mad and worried, because my son continued to walk ahead while I was arguing with the staff, I almost lost sight of my son. Luckily my son finally found out that his mom was not around and ran back and found me!Sphere staff members deliberately separated this young child from his parent, allowing him to wander unsupervised amidst a large Thanksgiving crowd. This irresponsible behavior was completely unacceptable, especially considering the potential for a child to become lost and distressed in such a setting. It is imperative that Sphere entertainment investigate this matter and take appropriate disciplinary action against the staff involved to ensure the safety of all patrons, particularly young children, at Sphere. I demand a full explanation of how this situation was allowed to occur and what steps will be taken to prevent such a serious lapse in judgment from happening again

• Initial Complaint

  09/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dear Sphere Customer Service,I am writing to request a refund for my recent visit to Sphere. Although my tickets were scanned, upon arriving at our seats, we found they were already occupied. Despite bringing this issue to the attention of the staff, they refused to remove the individuals sitting in our seats. We spent considerable time standing in the lobby area trying to resolve the issue, but the staff was unhelpful, and unfortunately, we had no choice but to leave as we did not have a seat.This experience was incredibly disappointing, and I would appreciate your assistance in processing a refund for our tickets.Thank you for your attention to this matter. I look forward to your prompt response.We bought our tickets through ********. Please work with them to help us process our refund. Our order number through SeatGeek is 6P2-5RPKK7P.

  Business response

  10/25/2024

  October 25, 2024
  
  ***** ******
  Information (Complaint) Specialist
  The Better Business Bureau
  ************************
  Las Vegas, NV 89118-2619
  
  Re:  Complaint ID ********
  
  We have investigated the complaint filed with the Better Business Bureau by consumer, **** *********, regarding his ticket purchased to Sphere for the Eagles scheduled on September 27, 2024.
  
  As a matter of information, our organization has already been in correspondence with Mr. ********* via phone regarding his refund request. Through documentation provided by Mr. *********, we determined that the purchase was not made through our official ticketing outlets (either Ticketmaster or the Sphere ************  In fact, as he told us, Mr.********* purchased tickets through ********, a ticket outlet which we do not control.
  
  Nonetheless, we further investigated Mr.*********s claim by looking at the screenshots of the seating locations provided.The seating locations identified by Mr. ********* were in fact under another buyers name, and tickets for those seats were scanned for entry into Sphere for the September 27th concert. In addition, we note that a guest would not be able to enter Sphere with tickets for locations that have already scanned into the building.
  
  In light of the foregoing, we do not believe it is necessary or appropriate to refund Mr. *********s purchase.   If Mr.********* still believes that he is entitled to a refund, we suggest that he contact the seller of the tickets. 
  
  If we may be of further assistance you may contact us at ************, weekdays during normal business hours.
  
  Thank you for the opportunity to respond to Mr. *********s claim.
  
  Sincerely,
  
  ******** ******
  Manager, Guest Relations & Accessibility Services
  Sphere ****************.

  Customer response

  10/29/2024

   
  Complaint: 22359668
  
  I am rejecting this response because: Sphere is deliberately ignoring the phrasing that I was able to get into the venue. I have provided them screenshots of my tickets, proof of purchase at their concessions, and a message from ******** saying that the tickets were sent directly from MSG Spheres platform once bought on ********. Once I was able to make it into the venue was the issue. The employees of the Sphere refused to remove the folks sitting in our section even though it wasn't their number. They did not want to confront the folks sitting in the wrong seats. 

  Ticketing is not the issue here. The issue is the staff not allowing my wife and I to sit in the seats we purchased or any other seat for that matter. I have mounds of evidnece of being in the facility. Sphere is essentialy denying that we were there. I am not sure what these "tickets" with someone else's name on they are talking about but they ave not prodided any evidence and are simply denying any liabaility. 

  I have complained to the ********************** and provided evidence and screenshots as well. I would like replacement tickets sent to me or a check for the cost of my purchase. 

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

  Business response

  11/08/2024

  November 8, 2024
  
  ***** ******
  Information (Complaint) Specialist
  The Better Business Bureau
  ************************
  Las Vegas, NV 89118-2619
  
  Re:  Complaint ID ********
  
  We have investigated the second complaint filed with the Better Business Bureau by consumer, **** *********, regarding his ticket purchased to Sphere for the Eagles scheduled on September 27, 2024, which included information that we did not have at the time of our first response to your office.
  
  Following our receipt of the response from your office, we contacted Mr. ********* to further discuss his concerns via phone on October 31, 2024. Although Mr. *********s tickets were purchased via SeatGeek and SeatGeek should have handled the refund, as a gesture of goodwill, we offered Mr. ********* complimentary tickets to another Eagles performance scheduled at Sphere on March 15, 2024,and Mr. ********* has accepted our offer.
  
  We believe that we have satisfactorily addressed Mr. *********s concerns, and we consider this matter settled. If we maybe of further assistance, you may contact us at ************,Monday through Friday between 9:00 a.m. and 5:00 p.m. ET, and Saturday and Sunday between 10:00 a.m. and 6:00 p.m. ET.
  
  Thank you for the opportunity to respond to Mr. *********s claim.
  
  

  Sincerely,

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

  Manager, Guest Relations & Accessibility Services

  Sphere Entertainment Co.

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

  Customer response

  11/08/2024

   
  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

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re: 11;30 am experience on 9/22/24. My name is ******* **** and I purchased 4 tickets via Ticketmaster l for section 407 row 4 seats 7-10. Ive already explained this to Ticketmaster and to staff from the sphere and have yet to receive an answer. We arrived at the sphere prior to 11am. The lines were very slow in the parking lot and the signage for lots to use is nonexistent in person and online. We got in line and waited for 40 minutes outside the line started moving. we got to the section in front of the entrance a man with a megaphone was yelling at people to keep going there was another entrance further down the line. so we did & we ended up walking all the way over to the east VIP entrance which had a significantly longer line than the one we had been told to move past and was literally a quarter mile. We tried to get on the elevator, but we were stopped and told to go up the escalator. We did have a disabled family member with us at that point so they should have allowed us in the elevator. so up the escalator and we found guest services and asked for the sensory bags. The sensory bags were really not sufficient to cover the needs of our disabled member. We tried to get back in line for the elevator which took many minutes bc they were letting both able and disabled guests on that *********** was extremely crowded and difficult For our family to navigate especially with our special needs. This was the most insane crowded experience, literally hundreds of people jammed together. Definitely was not safe. The show started significantly late due to issues with the screen, and due to the events of the prior hour and stress levels for our disabled family member , they were unable to continue with the show so we had to leave. We went back to guest services and requested a refund and they told us to call Ticketmaster so we did. I would like a refund please. We left the show about ten minutes after it started and requested a refund immediately. No response yet.

  Business response

  12/16/2024

  
  December 16, 2024
  
  ***** ******
  Information (Complaint) Specialist
  The Better Business Bureau
  ************************
  Las Vegas, NV 89118-2619
  
  Re:  Complaint ID ********
  
  We have investigated the complaint filed with the Better Business Bureau by consumer, ******* ****, regarding her ticket purchased to Sphere for The Sphere Experience featuring Postcard from Earth scheduled on September 22, 2024.
  
  As a matter of information, prior to receipt of your letter, our organization had been in correspondence with Ms. **** via phone regarding her refund request. We were already in the process of completing this request when we received the letter from your office. We have since issued a full refund to Ms. **** as a gesture of good will and Ms. **** has been notified.  
  
  We hope that we have been able to satisfactorily address Ms. ********* concerns.  If we may be of further assistance,you may contact us at ************, weekdays during normal business hours.
  
  Thank you for the opportunity to respond to Ms. ***** claim.

  Sincerely,

  ******** ******
  Manager,Guest Relations & Accessibility Services

  Sphere Entertainment Co.

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

  Customer response

  12/16/2024

   
  Complaint: 22357142
  
  I am rejecting this response because: it is not truthful. i requested a full refund and was only refunded half. the refund additionally took 2 full months. 
  
  Sincerely,
  
  ******* ****

  Customer response

  12/16/2024

  they have told you they have sent me a full refund however that is untrue they have only refunded half of the ticket price when I requested a full refund multiple times, including while the event was still happening. they Initially told me the refund would be received in October but it did not arrive until December 14. I called at least 6 times to follow up and the check was not issued until i started recording my calls with them and told them I would sue in small claims court. i am not satisfied and i would like the remainder of the balance as a full refund. 

   

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  During a recent trip to Las Vegas, I purchased 6 tickets to The Sphere Experience with ****** *********** Postcard From Earth for Tuesday, September 3 at 4:30. The total price was $684. I accessed The Sphere Experience on my iPhone which immediately provided a link to Ticketmaster where I purchased the tickets. The time on the tickets stated 4:30, so we arrived at the venue at approximately 3:00. Note that there were about 50 other people who also arrived prior to 3:30 assuming the gates would be open. We were told by the gate attendants that the gates would not open until 3:30 and we needed to wait. It was 105 degrees and there was no shade. When we lined up at 3:30 the gate attendants were yelling at us and other people to stay back and not enter until exactly 3:30. They stated that confusion with the gate opening times happens every day and they have repeatedly told management, but no one listens. We entered the gate to find out that we needed to wait in another line until 4:30. There were fans set up for the line, but they were not turned on and it was extremely hot. Finally, they opened the doors at about 4:15 and allowed people to wait in the foyer. I did speak with a manager who explained the time on the ticket was not the show time. The manager denied knowing that the gate attendants had complained about the situation. I feel that the website was confusing and that one would assume the time on the ticket would be the showtime. Knowing that the temperature in Las Vegas is very hot, this creates a dangerous situation for people who are sensitive to heat exhaustion / heat stroke. There should be canopies where people are asked to wait, clear instructions on the website and on tickets and fans should be turned on in the lines. I am requesting a refund on our tickets for the show. I have let Ticketmaster know about the confusion regarding show times and gate entrance times as well as the unsafe conditions while waiting.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We pre-paid for 2 tickets to the Sphere in Las Vegas for Tues, July 23, 2024 at 4:30 PM, but due to circumstances out of OUR control we were unable to attend. We were part of the Crowdstrike ********************* cancelled our flights & rescheduled it for Tues, July 23rd at 11pm. Delta is not willing to refund for pre-paid tickets, but what I do not understand is the Sphere refunded our friends' tickets on the same day she called them. We were vacationing with another couple; the *******. I called on July 23rd informing ************ of the situation & the woman said a supervisor will call my husband on his cell, but the supervisor was calling our HOUSE phone...we were not home...we were stranded in **************, ****! He e-mailed her on two separate occasions & heard nothing from them. I recently reached out on Aug 8th after our return & the automated response was "Please be assured that we respond to all inquiries in a timely manner." Well...it's Aug 14th & still NOTHING from neither of our e-mails! This company is holding our money hostage for something that was most definitely out of our control! It's bad enough we lost 2 days of our vacation and were stranded in a city without hotel reservations or anyone from ***** to speak to; we have to lose $200 of our hard earned money to the Sphere!!!!I have proof of the cancelled flight, new flight info, purchase of the tickets, & our e-mails to the Sphere. Their customer service is the WORST & I do not understand how people flock to their venue when they have a huge disregard of their customers...???!We want a full refund from them - similar to the immediate refund given to our friends, the ******* who were sitting next to us!

  Customer response

  08/29/2024

  Good evening,
  I finally heard from *********************************** this afternoon around 2 PM, but she said she would speak to a Supervisor & call back and of course...no call back.  She tried to give us replacement tickets, but we live in *******, ** not Las Vegas and have no plans on returning to Vegas in the next year.  
  I explained the entire story again to her as she claimed they had no clue.  She claimed they did not receive a call before the show, which I told her was a false statement as I called as soon as the Sphere phone lines opened that morning when we were stuck in **************, ** prior to the show.   Our show was for 4-4:30 and the flight going to Vegas was scheduled at 11 PM, so we were definitely not going to make it!  Then, ********* said she will check about a refund, but honestly - no one has stepped up to rectify this situation; they make promises to call back and never do.
  
  The phone number she called from was ************
  
  
  Knowing that I informed our friend to call them, since they were stuck as well and they received an immediate full refund is very frustrating.  I do not understand why they are playing games when I reached out to THEM; I included all the proof regarding our cancelled/rescheduled flights, etc...
  
  
  *************************
  
  

  Business response

  09/16/2024

  September 5, 2024
  
  ***********************
  Information (Complaint) Specialist
  The Better Business Bureau
  ********************************
  Las Vegas, NV 89118-2619
  
  Re:  Complaint ID ********
  
  We have investigated the complaint filed with the Better Business Bureau by consumer, *************************, regarding her ticket purchased to Sphere for The Sphere Experience featuring Postcard from Earth scheduled on July 23, 2024.
  
  As a matter of information, prior to receipt of your letter, our organization had been in correspondence with ******************** via email regarding her refund request. We were already in the process of completing this request when we received the letter from your office. We have since issued a full refund to ******************** as a gesture of good will and ******************** has been notified. 
  
  We hope that we have been able to satisfactorily address Ms. ********* concerns. If we may be of further assistance, you may contact us at ************, weekdays during normal business hours.
  
  Thank you for the opportunity to respond to Ms.********* claim.
  
  Sincerely,
  

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

  Director, Guest Services 

  Madison Square Garden Entertainment 

  Customer response

  09/16/2024

   
  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 if I receive their refund. 

  As of this date, I have not received any refund and they began corresponding with me AFTER I filed this complaint - I have the proof.  They finally reached out to me AFTER I filed this complaint.  I will be satisfied when I receive my full refund, which I was told will take 2 to 3 weeks from Sept. 9th, 2024.  Sept. 9th, is when the Sphere informed me of the refund they will be issuing.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 2 tickets as a birthday gift for :The Sphere Experience Thu Aug 08, 2024 11:00 AM Sphere Las Vegas, ** in the amount of $556.50.These tickets were purchased on their official site, which uses Ticketmaster as a conduit.Upon purchasing, I was sent a confirmation along with a confirmation from my credit card that the purchase went through.However upon attempting to claim the tickets, the website states that I am "not able to manage tickets". They also, do not show up on my official Ticketmaster account. This needs to be remedied IMMEDIATELY as they are timely for the birthday and the showtime.I called guest services, who did not know what the issue was, and attempted to connect me to an escalation department. They never answered. I called back guest services to explain my issue once again. I was hung up on. I called a 3rd time, and guest services never answered. I then called their parent company who routed me back to the local guest services. The once again connected me to a dead end that never answered.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This company is causing people thousands of dollars with misinformation without caring the least bit. I called their customer service department and was told that the show I was looking for was not available on the weekends however, they were available during the weekday all summer. I said great called to extend my business class flight and hotel. Only to find out that the information that was given to me was incorrect. I called to complain and debated with the representative for over 30 minutes when they were only offering me a complimentary ticket when I come back. I'm not a billionaire yet so, to fly back business class and get another room at the ******** to attend a show based on their error would not make good financial sense for my family and me. The level of care was zero coming from a multi-business company because, of customers. I reached out to the leadership staff and received no reply or concern.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I am writing to file a formal complaint against The Sphere concerning the tickets I purchased for the ************** concert at The Sphere, held on May 25th, 2024. My experience with this company has been deeply disappointing and I feel misled by the sales process.I purchased tickets for seats in section 107, row 33, under the assumption that they would offer a premium concert experience. The total amount I paid was $1,118.00 for 4 tickets, which is a considerable sum. To my dismay, the seats were positioned under a ceiling that completely obstructed the view of The Sphere's signature visual display, which is integral to the concert experience at this venue.This issue was compounded by the fact that I attended the same concert the previous night, seated in section 201, which offered a superior experience despite being close to the same price. It is baffling and unacceptable that tickets with better views were sold at the same price point compared to the obstructed view seats in section 107.Additionally, I attempted to resell the tickets at the same price I paid, but no buyers were interested. This further indicates that the poor quality of these seats is known, which feels inherently deceptive.Upon contacting The Sphere for a refund, I was met with an unresponsive or uncooperative attitude, leaving me no choice but to reach out to you for assistance.I believe this situation constitutes deceptive marketing and sales practices. The tickets were misrepresented, and I feel I was unfairly charged for a significantly subpar experience. I am requesting the BBB's intervention to assist in securing a full refund of the ticket price.I appreciate your time and attention to this matter and look forward to a resolution. Please feel free to contact me at if you require any additional information or have questions regarding this complaint.

  Business response

  12/16/2024

  December 16, 2024
  
  ***** ******
  Information (Complaint) Specialist
  The Better Business Bureau
  ************************
  Las Vegas, NV 89118-2619
  
  Re:  Complaint ID ********
  
  We apologize for the delay in communication. We have investigated the complaint filed with the Better Business Bureau by consumer, ****** *****, regarding his visit to Sphere for the Dead & Company performance on May 25, 2024.
  
  As a matter of information, the seats that Mr. ***** purchased in Section 107, Row 33,Seats ***** were marked as Limited View of Sphere Screen Full View of Band and Stage.
  
  As such, we are unable to fulfill Mr. ****** request for reimbursement of his tickets as they were listed with the limited view disclaimer prior to purchase.  
  
  Should your office have any questions please contact us at ************, any weekday during normal business hours.
  
  Thank you for the opportunity to respond to Mr. ****** claim.
  
  Sincerely,

  ******** ******
  Manager, Guest Relations & Accessibility Services
  Sphere Entertainment Co.
  **************************************************************************

  Customer response

  12/16/2024

   
  Complaint: 21784589
  
  I am rejecting this response because the ticket does not say 30% view of what's available or even 25% view. The tickets were not 75% off. Why do you choose to refund some but not others, according to the below articles. Several rumors have stated that many people are unhappy that any tickets are being sold in this section.
  
  ******************************************************************************************************************
  
  *********************************************************************************************************************************************
  
  Your customer service at 7 month delayed response speak to how poorly this reflects on your venue.
  
  Sincerely,
  
  ****** *****

*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. ↩