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In April and May 2016 we published an Extreme Stacking series on event ticket reseller ScoreBig which documented the opportunity for quadruple dips.
ScoreBig has recently experienced a liquidity crisis which caused them to briefly cease operations and suspend ticket sales. Although they did reopen for business, I received an email on September 30th which warned that “there may be an issue regarding the continued validity of the tickets you purchased” and provided contact information for the supplier of my tickets.
The tickets referred to in this email are an eye-poppingly expensive set of three tickets to Hamilton on Broadway for a December, 2016 show that I purchased from ScoreBig in April, 2016.
Am I out the money I spent on these tickets?
My first step was to call Chase since I’d purchased the tickets with my Chase Sapphire Preferred. The Chase CSR was very reassuring, indicating that my purchase would be covered if the tickets end up not being valid. He was well aware of the issue with ScoreBig and even attempted to resolve the issue and give me a refund during our call.
He was unable to give the refund now, though, because we don’t know for sure if the tickets are valid.
So at least I won’t be out the money if the tickets are no good.
Are My Tickets Valid?
ScoreBig’s email advised that only the seller of the tickets could confirm the validity of the tickets and included the name and contact information of the seller. My first two phone calls to them were not answered. Finally, a week after receiving ScoreBig’s scary email, I reached the supplier by phone.
The CSR assured me that the tickets would be valid and would be delivered to me no later than 48 hours before the show.
I politely explained the bind that not receiving the tickets until 48 hours before the show puts me in. I’m flying my very excited family to NYC in December three days before the show. If the tickets aren’t valid and I find out two days before the show and already in NYC, that will be one disappointing and stressful holiday.
The CSR said “Look, I know, I get it. If it makes you feel any better, we aren’t getting paid for these. We made a decision as a company that we are honoring the tickets because it is the right thing to do.” She also asked me to send my request to get the tickets earlier via email to their Customer Relations department and promised to see what she could do.
As of this writing, I’ve received confirmation from the supplier’s Customer Relations department that an individual is working to get my tickets to me well before 48 hours before show time. If I don’t get them, I will get my money back from Chase. That won’t be the ideal outcome but it would be better than being out both tickets AND money.
My takeaways:
- I won’t take a chance on ScoreBig again. If you do, make sure you’re aware of the risks.
- I’m very happy to know that the credit card purchase protection covers me if needed.
- If I ever have the opportunity to do business with the supplier of my tickets again (a broker called DreamTix), I would. I’m sure their decision is at least partly market driven, but it was also clear that they don’t want excited concert and theater goers to be disappointed.
ScoreBig email:
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Bought Seahawks tixs for a game in December and it was actually the original broker that called me before I got the email from ScoreBig. He said I would have to call my cc company to dispute the charges and then gave me the option of buying the tickets from them directly. They said they would sell them to me at their cost. I was skeptical at first but I went ahead and did it. Never even bothered to contact ScoreBig – disputed it and they gave me a temp refund. Stated Scorebig had until Nov 30th to respond to them. Got them for cheaper – although I assume my portal rewards might be clawed back (already used the Sears points though). Anyway, I’ll find out on Dec 4th when I arrive at the game. Making a special trip there for the game so I’ll also be disappointed if it doesn’t happen.
I just got an email from ScoreBig. Never reached them by phone.
I would take more comfort if you are dealing directly with the vendor now. The catch 22 I had is that because I found out about ScoreBig’s problems literally one week before the performance, the ticket prices had risen so much. If the current price is similar to what you paid, no reason the vendor shouldn’t accommodate you in return for direct payment to them.
ScoreBig promises you the Hamilton tix within 48 hours of the performance? I have a bridge to sell you. ScoreBig never delivered on my tickets for Hamilton last Saturday night. They didn’t even tell me there was a problem until I wrote to them a week before the performance to ask when I would receive the tickets. To say I was upset would be an understatement — we had bought these tickets seven months ago as a birthday present for my daughter.
Fortunately, Amex refunded what I paid ScoreBig and SeatGeek (through whom I was connected to ScoreBig) honored its guarantee and resold me comparable tickets at the same price I had paid ScoreBig (the price had more than doubled since then). They saved the day!
Jeff,
Yep, I’m pretty skeptical! Although in this case, it is currently the vendor who is making the promise rather than ScoreBig which gives me *slightly* more comfort than a promise from ScoreBig would.
I’m so glad to hear that SeatGeek saved the day. I’m curious how the ScoreBig rep handled the call when you called in and found out you wouldn’t be getting your tickets? The letter I received lacked any tone of contrition or awareness they were causing great anxiety to purchasers.
Anita
I went through a similar scenario for Vikings vs. Giants football tickets. The phrase ““there may be an issue regarding the continued validity of the tickets you purchased” and provided contact information for the supplier of my tickets” meant in my case the vendor who sold through ScoreBig wanted to hold me up for the payment. He said he wouldn’t be reimbursed by ScoreBig so I should give him my credit card number and he would ensure my tickets would be validated. He told me I should contact my credit card company and file a claim for reimbursement. I didn’t pay him but filed the claim with my Citi AA Executive MasterCard. My claim was denied for reimbursement as not being covered. I made a number of calls to Citi to no avail. So, I was not going to game and was going to be out $1600. It took a call from the Vikings ticket office to the ticket broker strongly suggesting he made sure the tickets were valid saved the day.
Why wasn’t it covered? I thought ALL CC purchases were covered.
Thanks
Patrick…I also had thought all CC purchases would be backed by the card company. I made 5 calls to Citi including their claims department asking them to cover my cost and how to accomplish that. I received NOs on every call and went ahead and filed a claim anyway. I received a letter from Citi denying my claim. This has made me question whether I will continue to use this card. No one gave me specific reasons on why it wouldn’t be covered which was totally frustrating.
That is pretty surprising based on things I think we’ve all heard in the past about CC covering non-delivery of purchased goods or services.
And they didn’t even give you a reason?
I would definitely start using another card. At least make sure that “other” card covers things like that.
I’m glad the Vikings ticket office went to bat for you!
Anita
People who bought paper tickets through Amex platinum aren’t guaranteed to receive them from Amex until 48 hours before the event. Amex does this to prevent reselling. So that’s probably why they can’t guarantee that you will get the tix earlier. As a practical matter, I have heard that Amex doesn’t cut it quite that close.
John, that’s interesting. An earlier set I bought for the date we couldn’t go (using my Amex but through Ticketmaster) was held until 90 days before the show.
I assume they tightened up the date later to restrict reselling?
Anita
I purchased tickets for Hamilton in May 17 through Amex when they became available a few months ago. I was told I’d receive the tickets 2 weeks before the show. I assume, this is to prevent reselling.
Did we extreme stack them right out of business?
This explains why I saw no Name Your Price tickets for the football game I was looking for yesterday…..
Nico,
I suspect that being highly stackable might be a consequence of poor financial management decisions and systems, but the causality could run the other way as you suggest. It does beg the question when the highly stackable retailers such as ScoreBig and Sears also rank very low on the scale of financial stability.
Anita
To be clear, I am not vilifying extreme stacking. On the contrary, I’m a major fan. That said, I am not completely shocked that a company that was paying out in excess of 50% commissions to Sears, Fuel Rewards, etc does not have the money left to pay the bills. Sure, they may just be horrible businesspeople….but I think it’s fair to guess that the payouts they were making to the various portals must have severely limited their liquidity. If anything, I’m surprised it has lasted this long. Their margin clearly never could have been greater than what they were paying out.
I am also surprised that people continue to form IT companies without the IT necessary to prevent this kind of problem. That said, I’m rooting for the next one to come along and I’ve got my fingers crossed for those folks such as you with money laid out at ScoreBig. This morning, I was initially bummed that I hadn’t pulled the trigger on the tickets I wanted a month ago. After reading all of the comments here, maybe it’s for the best.
Keep the deals coming. I do appreciate them and I will keep reading about the experiences people have with this as it’s always educational to hear what happens.
I’m in complete agreement with you!
Anita
Your concern about losing / not losing the money you paid for the tickets? Wouldn’t this be at the bottom of your list of concerns? I was under the impression that ALL credit card companies protect a purchaser from losing money for goods or services they do not receive.
That was my impression also, but until I heard it from them I was extremely concerned that there was some loophole that I’d never paid attention to.