SeatGeek

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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SeatGeek

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of SeatGeek 's key feedback

1

Ticket Delivery Issues

A significant number of users, approximately 10%, report not receiving their tickets on time, leading to missed events and frustration. This issue is compounded by inadequate customer support and unresolved refund processes.

I was at the venue doors waiting for my ticket and it never came, and they only gave me a promo that expired before I could use it.

2

Incorrect Event Tickets

Around 5% of users experience receiving tickets for the wrong event or time, with no option for exchanges, causing dissatisfaction and a sense of being misled.

We bought seats for an early show, but they delivered seats for the later show and refused to exchange them.

3

High Fees

Approximately 15% of users are unhappy with the high fees associated with ticket purchases, which are not always transparent, leading to a perception of overpricing.

Everything is fine except how they hit you both going and coming on the fees, not transparent on pricing!

4

Customer Support Delays

About 8% of users report difficulties in reaching customer support, with long response times and scripted interactions, which fail to resolve issues promptly.

You can’t call, response time is an hour minimum when you do the chat.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

SeatGeek
SeatGeek receives mixed feedback. Users appreciate its ease of use, reliability, and competitive pricing, with many praising the app for its great deals and trustworthy service. However, some users express frustration over high fees, customer service issues, and occasional ticket problems.

#2 RUNNER UP

Ticketmaster
Ticketmaster is criticized for its high fees, frequent app logouts, and poor customer service. Users are frustrated with the app's functionality, particularly with logging in and accessing tickets, and many feel the fees are excessive and unfair.

#3 Straggler

StubHub
StubHub receives overwhelmingly negative feedback, with users reporting issues such as invalid tickets, poor customer service, and high fees. Many users feel scammed by the platform, citing problems with ticket delivery and lack of support when issues arise.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
SeatGeek
#1 Users Choice
SeatGeek receives mixed feedback. Users appreciate its ease of use, reliability, and competitive pricing, with many praising the app for its great deals and trustworthy service. However, some users express frustration over high fees, customer service issues, and occasional ticket problems.
Ticketmaster
#2 Runner-up
Ticketmaster is criticized for its high fees, frequent app logouts, and poor customer service. Users are frustrated with the app's functionality, particularly with logging in and accessing tickets, and many feel the fees are excessive and unfair.
StubHub
#3 Straggler
StubHub receives overwhelmingly negative feedback, with users reporting issues such as invalid tickets, poor customer service, and high fees. Many users feel scammed by the platform, citing problems with ticket delivery and lack of support when issues arise.

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Nuggets

Major Highlights of the Week

Delayed Ticket Delivery
Tickets are not delivered in time for events, leaving users stranded at venues without entry. This issue undermines the reliability of the service and frustrates customers who expect timely access to their purchases.
I was at the venue doors waiting for my ticket and it never came.
Incorrect Event Tickets
Users receive tickets for incorrect event times, and SeatGeek's policy does not allow exchanges even when the error is on their part. This lack of flexibility in correcting mistakes damages trust and customer satisfaction.
They delivered seats for the later show and refused to exchange them for the correct time.
Refund Process Issues
Customers face significant challenges in obtaining promised refunds, with repeated calls and escalations yielding no resolution. This inefficiency in handling refunds erodes customer trust and loyalty.
I’ve called back 4 times and they’re always conveniently confused by the situation.
Fraudulent Ticket Sales
Some users receive fraudulent tickets that do not work at events, and SeatGeek's Buyer Protection Guarantee is not honored effectively. This failure to address fraudulent sales leaves customers financially and emotionally distressed.
The printed tickets did not work at the door, and I was out over $600 without resolution.
High Fees
The app's fees are perceived as high and not transparent, leading to dissatisfaction with the overall cost of using the service. This perception of hidden costs can deter potential users and affect retention.
Everything is fine except how they hit you both going and coming on the fees.
Persistent Review Requests
Frequent prompts to review the app annoy users, detracting from their overall experience. This aggressive solicitation for feedback can lead to negative perceptions and lower ratings.
Every time I open the app it asks me to review it.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Delayed Ticket Delivery
Tickets are not delivered in time for events, leaving users stranded at venues without entry. This issue undermines the reliability of the service and frustrates customers who expect timely access to their purchases.
Incorrect Event Tickets
Users receive tickets for incorrect event times, and SeatGeek's policy does not allow exchanges even when the error is on their part. This lack of flexibility in correcting mistakes damages trust and customer satisfaction.
Refund Process Issues
Customers face significant challenges in obtaining promised refunds, with repeated calls and escalations yielding no resolution. This inefficiency in handling refunds erodes customer trust and loyalty.
Fraudulent Ticket Sales
Some users receive fraudulent tickets that do not work at events, and SeatGeek's Buyer Protection Guarantee is not honored effectively. This failure to address fraudulent sales leaves customers financially and emotionally distressed.
High Fees
The app's fees are perceived as high and not transparent, leading to dissatisfaction with the overall cost of using the service. This perception of hidden costs can deter potential users and affect retention.
Persistent Review Requests
Frequent prompts to review the app annoy users, detracting from their overall experience. This aggressive solicitation for feedback can lead to negative perceptions and lower ratings.

Quotes of the week

Hear from some of the most impactful users to drive changes

Bought a ticket, didn’t get it to me in time for the concert. I was at the venue doors waiting for my ticket and it never came. Then they only gave me a promo that expired before I could use it. Will never use SeatGeek again.
Aidanr10
Week of April 9th, 2025
I ordered tickets for the Josh Johnson performance and was excited when the app showed great seats for the early show. We bought the seats, and then they delivered seats for the later show. When I asked if they could exchange for the advertised show, they responded, ‘Seatgeek doesn’t allow exchanges for tickets even if the event time is incorrect.’
Dawg P
Week of April 9th, 2025
Bought tickets and they never arrived. SeatGeek told me to buy more as I was standing at the gate (after 30mins on the phone), and they would refund it. No refund. I’ve called back 4 times and they’re always conveniently confused by the situation.
Lee44Jay
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
Bought a ticket, didn’t get it to me in time for the concert. I was at the venue doors waiting for my ticket and it never came. Then they only gave me a promo that expired before I could use it. Will never use SeatGeek again.
Candice Wu
App Store
I ordered tickets for the Josh Johnson performance and was excited when the app showed great seats for the early show. We bought the seats, and then they delivered seats for the later show. When I asked if they could exchange for the advertised show, they responded, ‘Seatgeek doesn’t allow exchanges for tickets even if the event time is incorrect.’
Kelly Williams
Google Play
Bought tickets and they never arrived. SeatGeek told me to buy more as I was standing at the gate (after 30mins on the phone), and they would refund it. No refund. I’ve called back 4 times and they’re always conveniently confused by the situation.
Koray Okumus
Google Play

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