CHARLOTTE, N.C. — Action 9′s Jason Stoogenke has been helping music fans get refunds, after country music singer Garth Brooks canceled his concert that was scheduled to take place last month at Bank of America Stadium. However, some people say they’re still struggling with one ticket vendor in particular, Vivid Seats.
“My wife wanted these Garth Brooks tickets for Christmas 2019,” Kelly Stewart said.
He told Stoogenke that he purchased two tickets through Vivid Seats that cost more than $600.
When the concert was canceled, Stewart asked Vivid Seats to refund his money. Instead, he got the runaround.
“Six hundred dollars that they’ve been able to make interest, or whatever they do with my money, over a year and 10 months and they can’t refund it to me in the absence of a concert,” Stewart said.
Two other customers contacted Stoogenke and told him that they’ve contacted Vivid for refunds too, which they still haven’t received.
“I feel like it’s wrong. I feel like they can do a better job with customer service,” Stewart said.
Stoogenke checked Vivid Seats’ refund policy. It states that when an event is canceled, ticketholders have the choice of getting a full refund or credit plus 10%. The company will send an email instructing the customer to contact its customer service team within 21 days in order to receive the full refund. An insider also told Stoogenke the company will allow exceptions to the 21-day rule.
Stoogenke sent Vivid Seats every complaint he received, and the company said it plans to help these customers.
“At Vivid Seats, we have refunded thousands of orders totaling tens of millions of dollars since the global pandemic shut down all live events in America. As one of the few marketplaces still offering a full cash refund when an event is canceled, Vivid Seats is communicating with each consumer once an event is canceled,” a spokesperson said.
Stoogenke said if you are still waiting for a refund, to check your spam folder for an email from the company and make sure you’re checking the same email you used to buy the tickets.
(WATCH PAST COVERAGE: Garth Brooks fans turn to Action 9 for help with ticket refunds)
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