A M.

Hi, First off, I'd been a loyal customer of Seatgeek for >5 yrs w no issues. Recently during the NBA playoffs had two MAJOR problems with last minute ticket (LMT) sales which have encouraged me to explore other options. Most recent was Gm 3 of Raptors/Cavs series in TO. Purchased LMT about 1.5-2hrs before game time and was told my credit card was processed. (both within Seatgeek app and via email). Waited a bit but still didn't receive the tix. Sent a couple emails w/ no response to their customer service email listed as it was a Sunday. Loaded my 7 y/old into the car as we live about an hour away, assuming the tix would arrive while enroute. Got to the stadium (having called 4-6x while en route from the car) and still no response. Finally got a live body right after the game tipped. Kevin, the CSR was polite and investigated. After a brief hold 3-5 minutes or so, he came back to inform me that the purchase was fine and I should receive the tix w/in a few minutes. 2 minutes later I receive a second email saying the TICKETS WERE CANCELLED. So now I have a crying 7 y/old on my hands who justifiably couldn't understand why we weren't able to go. Call back, get Kevin again. He informs me there must have been some mix up w/ the vendor, apologies and reconfirms my credit card wouldn't be charged. I politely explained that a refund is obviously acceptable but does little to improve the shattered dreams of a crying 7 y/old child. He listens politely but says they can't do anything. And b/c the tix came from the seatgeek listed inventory they don't have any power like other brokers to offer some type of customer goodwill such as an additional credit. His only suggestion was to go to the box office or buy something else from the site. At this point it was almost halftime and any remaining tix on the site were still priced much higher. (+ I would have had to go through the same waiting process which now had gone beyond 2hrs). This was by far the worse ticket buying experience ever encountered and in my case it meant I was twice bitten as two weeks earlier had a similar experience again with Seatgeek.

Prior time was during Gm1 of the Raptors/Heat series where I purchased e-tix ~4 hrs before game time. Rec'd a confirmation email shortly after purchase but was at work so got busy. About 2 hrs b/f the game I noticed tix hadn't arrived so I began calling emailing seatgeek and Uberseats (which was the listed broker). No response from seatgeek, eventually got a guy from Uberseats who said he'd look into it. They told me the broker had double sold my tix, no fault of my own so I could accept replacements or have a refund + a 50% goodwill payment. I initially opted for the replacement tix, but then after waiting realized I wouldn't have time to get to the venue and use them as I hadn't received them yet. Responded back and took the refund option. To their credit (and after a couple more emails two days later) uberseats came through w/ the refund and their fan guarantee. Seatgeek however, was extremely poor in their engagement and other than a quick 'Good/Bad' email to rate the experience (which expired w/in a day of receiving so I couldn't submit feedback) there was no communication.

Bottom line, I don't think Seatgeek is a worthwhile option for last minute tickets on very popular events. Quite frankly its awful that they are even allowed to sell last minute if they can't fulfill the obligation on time. The fact that they weren't able to even attempt to satiate my concerns or understand the implications of having a crying child miss his first playoff game is also frustrating. As a result I'm likely going back to Stubhub. Although there fees are higher and ticket prices are often higher, the customer service is responsive and I've never had issues with tickets whatsoever. I might consider Seatgeek again if I have a long time horizon to wait but otherwise its a POOR option. Hope this helps.

Adrian M.

UPDATE ALERT!

So after voicing my initial displeasure this was the update I later rec'd from Samantha a Seatgeek customer service person. (Verbatim) I'll summarize- IN ONE SITUATION WE'RE PERFECTLY HAPPY TO HAVE ANOTHER PARTY HONOUR YOUR FAILED TICKET EXPERIENCE. GLAD THEY WERE ABLE TO STEP UP AND DELIVER.

IN THE OTHER SITUATION, WE DON'T CARE THAT WE OFFER A LM TICKET SERVICE AND RESELLERS SOLD YOUR PROMISED TICKETS TO MULTIPLE PARTIES AFTER CHARGING YOUR CREDIT CARD AND HAVE UNTIL THE EVENT STARTS TO DO SO THEN CANCEL- AT LEAST WE GAVE YOUR $ BACK.

The second argument might have been remotely credible if this all happened w/in a 5-10 minute span not 90-120 minutes. Do I seem a little frustrated? They did apologize which is comforting every time my kid turns on the t. V. and sees basketball and asks me why we couldn't go again... or perhaps last week when I took him to a pro soccer match and he didn't believe it until we got inside as he now knows what its like to stand outside, see a crowd and think you have tickets only to be denied. Sorry for rambling, but as a parent I see my ultimate role as trying to make your kids happy, teach them right and make their dreams come true. When someone tramples on that I GET PISSED! Seatgeek response below:___________________________________________________
For situation 2, your UberSeat order, I am glad to hear that you were pleased with the buyer protection guaranteed to you under UberSeat's terms and conditions. I apologize that a SeatGeek representative did not follow back up with you directly on this issue. Our team is in very close correspondence with UberSeat internally, it is possible that once we received confirmation from UberSeat that your issue was being addressed with them directly the issue was closed on our end.

As for situation number 1, it sounds like you had headed over to the game before the order was confirmed. I understand that last minute orders make it difficult to deal with the pending period, however, before the order is confirmed your tickets are not guaranteed to be delivered. It looks like in this case the seller had to honor the first order that came in for these tickets, rendering yours canceled. I'm sorry for the trouble. For future purchases, please be aware that the seller has up until the start of the event to confirm your tickets (if it is a last minute order). Should the order continue to remain pending after that point, you are entitled to a full refund.