Complaints

This profile includes complaints for Vivid Seats LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vivid Seats LLC

  24 E Washington Suite 900 Chicago, IL 60602

  
• 

  Fanxchange Ltd

  101 - 30 Duncan St Toronto, ON M5V 2C3

• 

  Fanxchange Ltd

  602 - 30 Duncan St Toronto, ON M5V 2C3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased tickets through Vivid Seat to an event ( event date 4/11/2025, when we got to event our ** code was not downloading.The ticket office personnel contacted vivid seats ( which is documented) to resolve this issue and they were still unable to open the ** code through the app and email.. we were told we had to repurchase tickets. After event we contacted customer service and they acknowledged all the above information and state we could not get our original purchased tickets refunded.

  

  Business Response

  Date: 04/23/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.           
  
  
  Vivid Seats facilitates thousands of successful ticket transfers each day with satisfied customers, so we are confident of the efficacy of our processes. During the checkout process, customers are able to view the delivery format for their tickets. The selection our customer made was electronic transfer, where sellers transfer the tickets using the platform that the venue has issued tickets through. Customers receive an email with instructions on how to access their tickets, as well as a separate email which contains a link to claim their tickets, advising them to do so.            
  
  
  Our customer placed their order on 3/5/25 and their event took place on 4/11/25. Please note that our Buyer's Guarantee states that our customers received their tickets in time for their event. Our records indicate that our customer was sent their tickets the same day they placed their order. It should also be noted that the seller provided documentation showing the tickets were transferred only to our customer. As this aligns with our Buyer's Guarantee we must abide with our all sales are final policy.  
  
  
  
  We maintain that all details were sufficiently disclosed prior to purchase and that our customer received their tickets in a timely fashion. Additionally, any connectivity issues at the event are outside Vivid Seats' purview. At this time, we consider this matter closed . If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed.  
  
  
   
  Regards, 
  Vivid Seats  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23196096
  
  I am rejecting this response because:

  There is a recorded conversation between Vivid seats and House of blues at 6:33pm 4/11/2025 confirming that the ** code is not valid. Both parties had full access to our phone,email and Vivid seats app. Several attempts were made by House of blues custome service *** and Vivid seats.  We called the next afternoon and a Vivid Seat *** stated that she could that conversation on the notes.  We were at the desk for almost 45.  Yes we got the emails, it's the ** code that is the problem.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/12/2025

  Thank you for responding. As previously stated, our records indicate that the original ticket transfer took place on 3/5/25 and we detected no issues with the transfer. Please note that we have documentation showing that the tickets were transferred to the email address they provided at checkout. As such, we maintain our customers order was successfully fulfilled and aligns with our Buyers Guarantee. Please note that our customer contacted us at the start of the event stating they could not locate their tickets, and made no mention of the ** having any issues. The customer called us many times after the event and claiming they did not receive their tickets. At which point we explained the seller transferred the tickets to their email address. We maintain the customer received valid tickets in time for their event, as such we consider this closed. 
  
  
   
  
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 

  I am requesting the transcript from the recorded conversation between the Vivid seats represtative and House of blues the night of the event.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/21/2025

  Thank you for responding. Please note that our customer contacted us at the start of the event stating they could not locate their tickets, and made no mention of the ** having any issues. The customer called us many times after the event and claiming they did not receive their tickets. At which point we explained the seller transferred the tickets to their email address. We maintain the customer received valid tickets in time for their event, as such we consider this closed. 
  
  
  Regards, 
  Vivid Seats 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23196096
  
  I am rejecting this response because: We will be filling a small claim court report, unfortunately customers are not a priority when you a business like that.

  We will continue to not use this company and pass our information onto all.. 

  A same refund compared to what they make to satisfy a customer complaint that they are fully aware of..

  Per not allowing us the transcript from phone call..

  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased two tickets totaling $594.50 on March 5th. After waiting in the line at the venue , security closed the doors and told everyone else to leave. Vivid Seats customer representatives are no help !

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use. 
  
  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order.
  
  Prior to receiving this claim we thoroughly discussed this matter with our customer. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed.  In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed.  
  
  
  Regards, 
  Vivid Seats 

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets on Vivid Seats for the Inter Miami game on 26th April. It has just been rescheduled to 27th April and I can no longer make it. They refuse to refund the tickets. I can also not get a refund direct from ***********. They won't contact the seller for a refund. I can't resell on their site due to "restrictions". I can't resell on other sites as they only allow resale of tickets bought from them. I seem to have no option but to lose $719.92 as a result of the date change.

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.
  

  Once our customer selected the event they were interested in for ********* at **************, they were able to see all the listings available for purchase along with their respective price per ticket and delivery method. Once they selected the listing that they were interested in purchasing, they were taken to a page that provides a detailed order summary, including the total ticket price inclusive of fees, and discloses any applicable listing notes. On this page, the customer was also prompted to select the quantity of tickets that they desired to purchase. After our customer selected their quantity of tickets and hit the "Continue" button, they were taken to the final page of checkout where an order summary of the event details and pricing details was displayed. Just above the "Place Order" button, our customer's order total of $719.92 was displayed in large bold text. Just beneath the order total, our customer was presented with the message "By placing order, you agree to our sales terms and Reward Program terms. All sales are final and are in USD." Our customer then proceeded to select Place Order, at which time they agreed to our sales term and completed the order. 
  

  We understand the customer has since indicated that they will no longer be able to attend the event. However, it should be noted that the customer cannot receive a refund for rescheduled events per the agreed-to terms and conditions which state: If an event is postponed or rescheduled, your order will not qualify for a refund and your tickets will be valid for the rescheduled date. Our sales policies, including our all sales are final policy, are disclosed throughout the purchase processfrom a notice on every ticket page to a sales terms statement displayed at checkout with the message All sales are final. All prices are listed in US Dollars (USD).  
  

  It should also be noted, tickets for our customer's event were transferred electronically through a third-party platform to the email address they provided during checkout on 4/23/25 a 10:09 AM CST. The email customer received contains instructions and a link to claim their tickets. Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed. 
  

  Regards,
  Vivid Seats

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket for the ***** ***** concert specifically for Section D3, but when I received the transferred ticket, it was for Section E5, which is significantly further back. I paid for a seat in D3 and expected to be in that section.I attempted to contact customer service, which was incredibly difficult to locate. When I finally connected with an agent, they informed me my case had been escalated and that I should expect a response within 35 business days. It has now been over a week, and I still have not heard back.I followed up again and re-explained the issue. This time, I was told that the ticket I purchased was a seat saver and that I would receive a seat that was better or comparable. However, at no point during checkout, on the ticket, or in my email confirmation did it state this was a seat saver.Furthermore, the ticket I received in Section E5 is neither better nor comparable to Section D3. I originally selected a seat in the middle section, and now Im placed further back and off to the sideclearly not what I paid for. I explained to the agent that there is no indication anywhereon the app, in my email, or on the actual ticketthat this was a seat saver.The lack of communication, poor customer service, and the misleading ticketing experience have been extremely frustrating. At this point, I am requesting a full refund, as the ticket I received does not reflect what I purchased. Based on this experience, I will not be using your service again and will make others aware of my experience.

  

  Business Response

  Date: 04/21/2025

  Thank you for reaching out to us regarding this matter. Please note that when our customer notified us they that at they had issue with their tickets at the event, we explained that we had placed their order under investigation, and we would follow up. As a secondary marketplace Vivid Seats is not affiliated with any box office or venue, therefore we require seller cooperation in order to investigate claims such as the one made by our customer.  
  
  
    
  
  
  At this time, we are still investigating this matter for our customer and we will provide our findings once we conclude. If our customer has further questions, we encourage them to contact our customer service team for assistance.   
  
  
    
  
  
   
  
  
  Regards,  
  
  
  Vivid Seats   

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23187827
  
  I am rejecting this response because:

  They did not address the issue at hand and gave me the same response as customer service. As a paying customer, I purchased tickets through your platform in good faith, with the expectation that the ticket would be accurate. The burden of ensuring ticket validity and customer satisfaction lies with the platform facilitating the transactionin this case, Vivid Seats. The delay in resolving this matter and the lack of meaningful communication or resolution thus far is unacceptable. Simply stating that the matter is under investigation without providing updates or timelines does not constitute proper customer service. The first ***** I spoke with said it could take 3-5 business days to resolve and its been well over a week with no resolution or follow up. The second ***** I spoke with said I have to wait until closer to the date of the concert before my issue is resolved. Ive received two different responses that dont align.
  
  I expect a timely and fair resolution to this issue, and I am not willing to accept indefinite delays.
  
  Sincerely,
  
  Ebony Ivy

  

  Business Response

  Date: 05/09/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification.  As the seller has the inventory for the event, not Vivid Seats, we are actively working with them to have the correct tickets sent to the customer. Please note that our customer will receive their tickets in time for their event, which will take place on 9/20/25. Aside from this claim, our customer filed a financial dispute, which remains active. If our customer has any additional concerns regarding their dispute, we encourage them to reach out to their financial institution so they may be addressed.    
  
  
  Regards, 
  
  
  Vivid Seats 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23187827
  
  I am rejecting this response because:

  This situation is completely unacceptable. It has been over a month since I first reached out regarding this issue, and I have yet to receive any meaningful follow-up from your customer service team. Instead, I continue to receive the same generic response to wait until the day of the event. That is simply not acceptable. There has been no genuine effort to resolve my issue, regardless of whether you are the direct issuer of the ticket or not. Again I do NOT accept this excuse and the shifting of blame as to why I didnt receive what I paid for. 
  

  Sincerely,
  
  Ebony Ivy

  

  Business Response

  Date: 05/20/2025

  Thank you for responding to us. We appreciate the opportunity to provide updates regarding our customer's order. We have been in contact with our customer in order to offer an amicable resolution and our customer accepted. We consider this matter closed. If our customer has further questions regarding their refund, we encourage them to contact their financial institution. 
  
  
  Regards,  
  Vivid Seats

  Customer Answer

  Date: 05/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ebony Ivy

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vivid has lied to me and to ****** regarding this transaction. It has prohibited me from trying to resell the tickets (both in delaying access to do so and then not listing the tickets for sale in the time frame that they said they would). I have spent hours and hours on the phone with VIvid trying to get this resolved and yet nothing has happened. If their call logs are listened to, it will show that they lied to both me and ******.

  

  Business Response

  Date: 04/21/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. We have contacted our customer and extended a one-time courtesy resolution in the interest of customer service. We are pleased to have provided an amicable resolution and, at this time, consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 
   
  Regards, 
  Vivid Seats 

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 event tickets and 1 event insurance from VividSeats. It took several minutes for the transaction to go through and when I got confirmation, I checked my emails. I found I was charged for 2 separate ticket transactions and two separate insurance transactions. When I contacted the company they told me the couldn't refund any monies and to just try and resell the tickets. They suggested that I even resell them for more than I paid!They can refund the amounts if $355.14 and $32.20 and resell the tickets themselves!!

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders.  
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. The final landing page of our checkout process displays an order summary including all event details and the option to view an itemization of charges before placing their order. Beneath the payment information the total charge of $355.14 and $32.20 was displayed in large bold text. Lower on the screen and just above the Place Order button was  the message, "By placing order, you agree to our sales terms and Reward Program terms. All sales are final and are in USD." By selecting Place Order our customer agreed to our sales term as they apply to their completed order.   
  
  In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.  
  
  Regards,
  Vivid seats

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23184854
  
  I am rejecting this response because:
  I DID NOT order two sets of tickets for just two people to sit in. That's utterly ridiculous!

  I logged on, ordered two tickets for Section 222 and clicked my payment method. After several minutes of the icon spinning, it popped up that my purchase had been approved.  I was directed to check my email and upon doing so found two emails from VividSeats, and I was advised to download load there app to receive my tickets. The second email upon opening advised me to open Ticketmaster and I never ordered from Ticketmaster.?? Plus even though the ticket sections are in the middle section but in separate corners of the stadium, they were for two different prices.

  I immediately contacted VividSeats regarding being overcharged for 2 different sections that I did not order, and after he spoke with his team members I was advised that I could not receive a refund. 

  That I could resell them, and probably sell them for more than I paid for them. I am not a ticket scalper and just want the $355.16 that is due to me as evidently there must have been some type of glitch in their system. Why would I want two seats in two different sections for just myself and my sister?? Who would do that??

  Anyways, when I checked on reselling the Section 204 tickets on VividSeats, they say that service is available for free, however if you click on info, it says they charge a 10% sellers fee!! So they s**** you over and then charge you for it again!!

  What is so hard about refunding my monies, maintaining a happy customer who would use and recommend their services, and they resell the tickets themselves??

  There is something shady about this transaction and I'm the one being penalized for their computer issues.

  Also, my payment method did take their side in this matter due to not understanding how the program did work properly. I can't afford almost $800 of tickets when my SSI is only $1400 a month. Please help me in this matter and advise consumers to beware of their methods of ripping people off, offering to resell, and make more money by charging more fees. In my case another $34, and you don't get your monies until after the event is over. That way if the don't sell, I'm still being taken advantage of and losing money on tickets that I can't use.

  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 05/09/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence. If our customer has additional concerns outside of the scope of this specific complaint, we encourage them to contact our customer care team directly so that they may be addressed. As such, we will continue to consider this matter closed. 

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 20, 2025, I purchased tickets for a show. The company charged my credit card. 7 weeks have passed and They have not sent anything. (Most reputable businesses don't charge your account UNTIL the purchased item has shipped..) ************ takes your money and doesn't provide any resolution for their errors. Some unknown holds items while they use your money to obtain them. I want the money returned to my card. I paid interest on those charges, and they should not have even been charged, as they do not even have the merchandise. The whole business is sketchy They should not be allowed to take money and sell things they do not have.

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ?? 
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. The final landing page of our checkout process displays an order summary including all event details and the option to view an itemization of charges before placing their order. Beneath the payment information the total charge of $716.00 was displayed in large bold text. Lower on the screen and just above the Place Order button was  the message, "By placing order, you agree to our sales terms and Reward Program terms. All sales are final and are in USD." By selecting Place Order our customer agreed to our sales term as they apply to their completed order.   
  
  As a secondary ticket marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office. Our role is to act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets listed by individual resellers, we must ensure that our policies are fair to both parties. This means that while we secure the delivery and validity of tickets, we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. 
  
  In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed.

  
  Regards, 
  Vivid Seats

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23184000
  
  I am rejecting this response because:
  BBB,
  
  I do not consider this closed until the Financial institution has completed their look into this matter. The vivid ************ is still arguing there.  I did not receive anything from this company for my $716.00.
   
  At this time the entire transaction is still under review with my financial institution, and the usurious company has time to reply.
  Their whole operation is trickery.  They don't even have what they sell.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/08/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. Our customer filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor.  If our customer has additional concerns outside of the scope of this specific complaint, we encourage them to contact our customer care team directly so that they may be addressed. As such, we will continue to consider this matter closed. 
  

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased ALL SESSION tickets for the **** women's final four. All sessions tickets are described as "An all-session ticket for the Women's Final Four grants access to both semifinal games (Final Four) and the National Championship game". However, I was only given tickets to the semi finals. I called customer service on 4/6 and they said it only included the semi-finals. These tickets were falsely advertised and I purchased them believing the sales price included the Championship game. I am intitled to a refund of $2,478.47 for the tickets I had to purchase for the final game.

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. 
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process which provides customers multiple opportunities to review the details of their order. On 2/18/25 our customer selected a listing that they were interested in for **** Women's Final Four - All Sessions 4/4/25 5:59 PM ******************, **. After selecting this listing our customer navigated through the checkout process which provided an in-depth order summary showing the quantity and prices of their tickets, the full listing title and notes, as well as the total charge of $8545.10 highlighted in bold text. The customer was required to click the "Place order" button above which was stated: "By placing order, you agree to our sales terms and Reward Program terms. All sales are final and USD." 
  
  In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed. 

  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There selling fake tickets that havent even been released yet and are jacking up prices by over 110% very unacceptable

  

  Business Response

  Date: 04/21/2025

  Thank you for reaching out to us at Vivid Seats, we appreciate this opportunity to address our customer's concerns. However, upon review it appears the information provided on this claim cannot be connected to any order placed on our site. We are unable to provide assistance for concerns that do not relate to a customer's order. If this concern requires additional attention we encourage them to provide a valid order number or contact our customer service department directly for further assistance.  
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a concert parking ticket from Vivid Seats. I only received a confirmation email with instructions of accessing my ticket via the Vivid Seats app. After downloading the app, the pass appeared, but it did not have a barcode. There was an address listed however the address was incorrect. Using the address listed on the ticket I was directed to an abandoned space that was not anywhere near the venue as listed. I contacted Vivid Seats customer service and I was advised that the address that was listed on Vivid Seats was not the correct address for the ticket purchase. The representative guided me to the correct parking lot with the correct address. Upon arrival, I was told by the parking attendant that my ticket was not valid because it did not have a barcode and they could not accept it. No other emails were received regarding the ticket. I had no other choice, but to purchase a ticket in the lot in order to attend the concert as I was already 30 minutes late because of the inconvenience. By the time I checked in the concert had already been on for one hour. I contacted Vivid Seats and I was told that they will not be refunding me for the parking pass. I request requested to speak with our manager to escalate the call. The representative I spoke to did not transfer me to anybody else, but instead put me on hold, all to say that they could not refund me the funds.

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. We have contacted our customer and extended a one-time courtesy resolution in the interest of customer service. We are pleased to have provided an amicable resolution and, at this time, consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 
   
  Regards, 
  Vivid Seats