Ed Sheeran Gillette Refunds Reported, But Fans Still Haven't Been Told They're Available

Ed Sheeran fans holding tickets for this week’s two Gillette Stadium concerts are now reporting that Ticketmaster is granting full refunds upon request, marking a significant change from earlier unsuccessful attempts by some buyers to get their money back.

What remains unclear is whether the option has been communicated to the broader population of ticketholders.

Multiple purchasers for Sheeran’s Sept. 25 and Sept. 26 concerts in Foxborough, Massachusetts, said this week that they successfully obtained refunds after contacting Ticketmaster by phone or through its customer-service chat. One customer said Gillette Stadium responded to an earlier inquiry by telling them that refunds were “now authorized,” after Ticketmaster had previously denied their request.

Boston.com separately reported Tuesday that fans had received full Ticketmaster refunds for the Gillette concerts but that no official refund policy had been announced. Ticketmaster told the outlet that event organizers determine refund policies.

That leaves a potentially consequential information gap for consumers just days before the shows.

Sheeran’s official North American tour FAQ continues to state that ticket sales are final and that customers who change their minds are not entitled to a refund or exchange. Gillette Stadium purchasers are directed to Ticketmaster as the official ticketing company for the two concerts.

Ticketmaster’s general refund guidance, meanwhile, says that if an event organizer has approved refunds, customers should see a “Request Refund” option in their Ticketmaster account. The company says event organizers determine refund guidelines and that approved refunds generally return to the original method of payment within five to seven business days.

Yet the reports emerging from Gillette customers describe buyers learning about refund availability only after contacting customer service — in some cases after previously being told that refunds were unavailable.

That distinction means customers who know to ask may currently have an avenue to exit their purchase that is not apparent to buyers relying solely on the tour’s published terms or the absence of a public refund announcement.

Refunds Follow More Than 25 Massachusetts Complaints

The apparent change comes after the Massachusetts Attorney General’s Office received at least 25 consumer complaints involving refund requests for the Gillette concerts, the office told TicketNews last week.

That was up from at least nine complaints that had previously been reported.

The Attorney General’s Office cautioned at the time that ticket terms state that opening acts are subject to change and that changes to the support lineup do not necessarily entitle purchasers to refunds.

“We are reviewing the complaints and the applicable terms and conditions and have no further comment at this time,” the office told TicketNews Friday.

TicketNews contacted the Attorney General’s Office again this week seeking an updated complaint count and asking whether the office was aware that some Gillette customers are now receiving refunds. No additional response had been received as of publication time.

TicketNews also sought additional clarification from parties involved in the concerts about whether refunds have now been authorized generally for Ticketmaster purchasers, when that option became available and whether affected customers would be notified.

The absence of an announced policy makes it difficult to establish precisely how broad the accommodation is. The reports reviewed by TicketNews involve customers who purchased through Ticketmaster and affirmatively contacted the company seeking refunds.

Ticketmaster’s own guidance says consumers who received transferred tickets generally must return them to the original purchaser for that purchaser to exercise available refund options. Buyers who purchased resale tickets elsewhere are directed to their original point of purchase for whatever options that marketplace provides.

Gillette Shows Move Forward With Changed Lineup

The refund issue is the latest development in a week of upheaval surrounding the remaining U.S. dates of Sheeran’s Loop Tour.

Macklemore was removed from the tour after multiple stadiums objected to his continued participation, according to promoter Louis Messina. Other performers subsequently withdrew from the tour, leaving the lineup sold to consumers substantially changed.

Sheeran resumed the tour Saturday in Philadelphia without the originally advertised support lineup and addressed the dispute from the stage, questioning the degree of control venues should have over performers appearing inside their buildings.

Before that Philadelphia concert, TicketNews reported that some customers had begun receiving full refunds despite the event proceeding as scheduled. At the time, comparable refund availability for Gillette remained uncertain, with Massachusetts buyers reporting mixed results.

That uncertainty now appears to have shifted. Customers for both Gillette dates are reporting successful refunds, but there has still been no broad announcement telling ticket holders what option is available or who qualifies.

The concerts themselves remain scheduled. Ticketmaster currently lists both Friday and Saturday’s Gillette shows for 8 p.m., changed from the 5:30 p.m. start time displayed earlier this week.

For fans who still plan to attend, the shows are moving forward. For those who no longer want to go, the emerging refund reports suggest an option now exists — but, at least for the moment, consumers may have to know enough to ask for it.