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:04/11/2025

  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  

• Initial Complaint

  Date:04/04/2025

  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.

  march ******* bought **** ***** tickets for August ******* in ********* no tickets no confirmation on credit card

  

  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. Once our customer selected the listing they were interested in for **** *****, they were presented with the section, row, and total price per ticket. Once the customer selected the tickets they were interested in purchasing, they were taken to a page that provided a detailed order summary that included the price per ticket, quantity, delivery, and event information; the summary also disclosed any applicable listing notes. Then, our customer was prompted to click on the Continue button, where they were taken to the checkout page. Here, the event details were reiterated and the customer was required to input their payment method, billing address, contact information and to either accept or decline insurance. The customer could scroll to the bottom of this same page to view the rewards they would be earning with the purchase, along with the total (inclusive of fees), $455.36. Please note that an itemized breakdown can be seen by tapping the order total displayed. Just beneath the order total, our customer was presented with the message: "By placing order, you agree to our sales terms and Rewards Program terms. All sales are final and are in USD.
  
  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. 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:04/04/2025

  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 was attempting to utilize miles earned on my *********** credit card to purchase tickets for a baseball game. I have ****** miles in my account. The tickets were listed at ***** each and I was attempting to purchase 2 tickets for a total of 9000 miles. When I went to complete the transaction, it told me I did not have enough miles. After a call to the help line, I come to find out that there are fees associated with the purchase that are not disclosed anywhere on the site prior to checkout and I apparently dont have enough miles to cover the fees. Vivid Seats agrees that this is an issue and do not have the ability to share the fee totals for seats prior to checkout out. Their only resolution is for me to attempt to different sets of seats until one lets me finish the transaction. This is dishonest and not a reasonable solution. I would be willing to pay cash for the fees - but they have no way of knowing what the fees are before the transaction.

  

  Business Response

  Date: 04/28/2025

  Thank you for reaching out regarding the concerns of our valued customer. We appreciate the opportunity to address this matter. At Vivid Seats, we operate as a secondary marketplace that connects fans with individual ticket sellers for live events. We strive to provide a transparent and positive experience for all users. In this case, after further review, there is no record of a completed order associated with the complainants account. As such, there is no transaction for which Vivid Seats can provide further assistance. Regarding the concerns raised about fees during the redemption process, Vivid Seats strives to be transparent by displaying all applicable fees prior to order placement during the checkout process. Customers have the opportunity to review the full order total, including fees, prior to completing any transaction. We encourage the customer to reach out directly to our customer support team if they would like assistance navigating the checkout process or if they have additional questions. As there is no completed transaction on file, and no further action can be taken on an uncompleted order, we respectfully consider this matter closed unless additional information is provided.
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23163270
  
  I am rejecting this response because: as indicated in the screen shots and emails in the initial complain I was unable to process my transaction because the fees were not clearly identified prior to completing the transaction.  I did not have enough points to cover the fees - so I could not proceed with the transaction. I had enough points to cover the advertised cost of the tickets (and then some).  The businesss claims that these are transparent is an irrefutable falsehood- as clearly evidenced by my screenshots and their customer services team.  
  

  I will not accept the response of contacting customer services team because I have already done that and was told there was nothing they could do and they agreed that the fees were not visible and that there was nothing schedule of fees so I had no way of figuring out what I would be charged without randomly selecting and seeing if the transaction would process. This is false advertising. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 05/05/2025

  Thank you for this response and the opportunity to clarify our policy surrounding the customer's concern. We appreciate the customers follow-up and understand the continued frustration regarding the visibility of fees during the attempt to redeem points. As previously stated, 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. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats. This means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Each delivery method available on our site will correspond to a respective delivery fee. We charge delivery fees for all orders, including electronic and email delivery orders, so that we can maintain our automated systems to ensure smooth and timely ticket delivery. The service fee, which is calculated at checkout, is dependent on multiple factors relating to the order and is collected to maintain operational functionality and ensure all orders placed with Vivid Seats are fulfilled in accordance with our 100% Buyer Guarantee. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. At this time, we are unable to retroactively process the transaction or offer compensation.  
  
  Regards,
  Vivid Seats