ComplaintsforRupp Arena Ticket Office

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at **** ***** last night on 3/10/2024 for the ****** * ***** *** **** concert. I purchased 3 tickets through ********* 1 ticket on one order and 2 tickets on a different order at a different time through ********. We received 3 tickets and successfully transferred 3 tickets to our ************ app. When we arrived they scanned our tickets through ************* app and it read as invalid. We were taken with several other people (around 10) upstairs that all had the same issue with their tickets scanning as invalid- the group of people had purchased tickets on DIFFERENT platforms ******** ********* ***** *****. We were told by the ticket manager ******** **** that we could not go into the concert because the tickets were scanning as invalid even though we had 3 valid tickets with barcodes showing in the ************ app, proof of payment, confirmation emails etc. ******** told us it showed in the system as still being listed under the original purchase person. We waited for hours for this to be resolved and it never was. While standing at the ticket support desk I called ************ support and was told the tickets were showing valid on their end, I contacted ******** and was told by them that the tickets were showing as valid however **** ***** ticket staff refused us entry. ******** contacted her boss ******* ****** told her the issue but ******* also refused to provide any assistance. I asked ******** to check her system to see if the original ticket purchaser had scanned in the ticket to enter and she said no they had not, they still wouldn't allow us in even though we had several pieces of proof and 3 bar codes for 3 tickets within the ************ app. Now if this had of been just people with ******** I would understand but as we stood by the ticket support desk I witnessed tons and tons of people having the same exact issue with different platforms such as stubhub, ***** *****, ********. I have been purchasing tickets through platforms such as these for over 16 years. I am 31 years old and I have attended hundreds of concerts with tickets purchased through different platforms and I have never once in my life had this issue. I understand tech issues happen or there might be scams out there but to say this happened to multiple other people for the same event all purchased through different platforms is absolute bull. The common denominator was **** *****. To say I was scammed on two separate purchases with different payment methods and different accounts at different times of day is absolutely ridiculous and insulting to my intelligence. What are the odds?? This issue was clearly an issue on your systems. And the lack of customer service is and was absolute ridiculous. I was told by ******** that they had opened a claim with ************ about the issue, but what does that do?? It doesn't turn back time and allow for me and my nephew to attend a once in a life time concert. I worked overtime to purchase these tickets for my nephews 18th birthday, both of his parents died three years ago and I wanted to do something special for him and **** ***** and their ticket support staff ruined that. Not only did I spend 1400 dollars on tickets for GA we drove there from out of town, had to pay for gas, had to wait in line in the cold for hours and had to wait on support for hours all for nothing. As I told ******** I will be contacting the BBB, and your corporate office if I can find a contact for them. You all failed miserably and I will never ever attend a event at **** *****. The fact that ******** and her boss ******* could see in your computer that the tickets had not been scanned by the original purchaser and seen all of our proof of purchase AND seen the three tickets within the ************ app unscanned and STILL would not provide proper customer service and allow us entry is absolutely crazy. I have proof and screenshots of everything I can provide if needed. And also one thing I do not understand is if you all use ************* system why can the ticket support staff not contact ************ directly to assist customers with ticket issues such as this??? You all need better escalation policies and better customer service. This was by far the worst experience I have had attending a concert so thanks for that. And being told by ******** to "just get a refund" to a once in a lifetime experience is absolutely sad and insulting. If you have several pieces of proof that tickets are valid and that no one else has scanned those tickets at the door then your ticket support should do the right thing by allowing the paying customer entry.

  Business response

  03/22/2024

  I believe this issue to be resolved. I called and discussed the issue and our findings with *** ****** directly.  Though I understand *** ****** was disappointment with regards to her experience.  She was unfortunately the victim of a type of ticket fraud.  The original buyer used a stolen credit card number to fraudulently purchase tickets to the Drake concert on ************, then quickly sold them on ******** to *** ****** and a dozen other patrons.  This bad actor then transferred the tickets to the ******** buyers.  ************ identified the account as a fraud transaction and cancelled the original order, thus invalidating any tickets transferred from that original account.  The ticket were in fact sold to valid customers and scanned into the event that evening.  We could not honor these tickets as this was a sold out event.  I advised *** ****** to contact ******** to request a refund, as her tickets are invalid and not honored at the venue.  *** ****** should be able to get her money back from ******** or pursue a chargeback with her credit card issuer to make this right.  I have invited *** ****** back to our venue to allow us an opportunity to change her experience in our venue.

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