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.

close

Find a Location

Vivid Seats LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/03/2025

  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.

  Contacted vivid that I received an empty envelope through chat. I was told they have inputted an investigation and put my concern in top priority. I have cooperated and sent them pictures that they requested. Have not received anything. They opened an investigation with *** and tried to get them to pay using their insurance. *** called and I told them I opened the envelope and there were only sticker no wristband for the event. The *** told me that since the envelope was intact they are not at fault and will close the investigation. Worker then told me to contact VIVID to get my money back. Today I called and got nowhere. They said theyll get back to me when they can. The concert was over the weekend March *****. I live in ********** and the concert is we in *************. Such a disappointment I will never buy from here let alone they refuse to give me my money back when its their fault that there was no wristband only sticker and they didnt give me any option to even pick it up at the event.

  

  Business Response

  Date: 04/22/2025

  Thank you for reaching out to us regarding this matter. Our customer placed their order on 3/14/25 for 2025 Ultra Music Festival (18+ Event) - 2 Day Pass (3/29 - 3/30).  The shipping method was determined to be *** Overnight Delivery and the tickets were shipped the same day. The customer was provided an email with the *** tracking number to monitor the tickets shipment. Per the tracking information, the tickets were delivered on 3/17/25. However, on 3/27/25 our customer contacted us stating they did not receive a wristband in their package. We explained that we would look into this with the seller 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. 
  
  
  Our investigation showed that the seller shipped the customer's wristband with no issues, therefore we were unable to fault them for this claim. Additionally, an investigation was done with *** as the tracking indicated it was delivered, confirming a successful delivery. As such, we are unable to provide compensation to our customer due to our findings.  If our customer has further questions, we encourage them to contact our customer service team for assistance.  
   
  Regards, 
  Vivid Seats  
   

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23155266
  
  I am rejecting this response because:

  I have contacted your customer service and have been told that you will not be giving me a refund. *** have contacted me stating that you are responsible for the missing wristband. I have provided pictures of what was inside the package and the package only had a sticker in it. I suggest you contact the seller you got the wristband from and ask for proof if the wristband have been registered to me or have been utilized by me because it will show that it hasnt. I am basically paying for something that I have not received which is basically the company stealing from a consumer! Why should I still be responsible for something that I did not even receive and utilize! Dont trust this company and they are scammers! They said 100% money back if I do not receive the item so where is my money back? 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 05/12/2025

  Thank you for responding.  We appreciate the opportunity to provide further clarification. Vivid Seats has exhausted all resources in investigating this matter with our customer. As previously stated, our investigation showed the wristband was inside the envelope with the customer's shipping label, therefore we were unable to fault the seller for this claim. Additionally, an investigation was done with *** and the tracking indicated it was delivered, confirming a successful delivery. Therefore, any issues that may have occurred with the wristband are outside of Vivid Seats' purview, regardless if the wristband was used. Vivid Seats guarantees our customers will receive valid tickets in time for the event and our customer's tracking information reflects that. As such, we consider this matter closed.  
  
  
   
  Regards, 
  Vivid Seats  

• Initial Complaint

  Date:04/02/2025

  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.

  Subject: Complaint Against Vivid Seats Unauthorized **************** Refund Policy To Whom It May Concern,I am filing a formal complaint against Vivid Seats regarding unauthorized ticket purchases, a misleading refund policy, and lack of proper customer service assistance.On April 1 2025 I attempted to buy 4 tickets to a ***** ***** concert through Vivid Seats. Due to what appeared to be a system glitch, my initial purchase did not seem to go through, so I attempted the transaction again. I later realized that both transactions had been processed, resulting in me purchasing 8 tickets instead of 4an error caused by Vivid Seats system.Upon realizing this, I immediately contacted ************************* to dispute the charge and request a refund for the extra tickets. However, I was refused any assistance and was told that my only option was to resell the tickets on vivid seat platform. Adding to my frustration, I was later informed that I would not receive a refund for the resold tickets until 7-10 business days after the concert in August 2025meaning I have to wait approximately 6 months to be reimbursed. This crucial detail was never disclosed at the time of purchase.Furthermore, I received an email stating that two additional tickets were purchased, yet I never authorized this transaction. When I reached out to Vivid Seats, they insisted that I had approved the sale, which I did not. This appears to be another technical glitch or potential deceptive practice on their part.I also attempted to dispute these charges with ***********, but they were unwilling to assist in resolving the matter.I believe that Vivid Seats is engaging in unfair business practices by failing to disclose refund policies, forcing customers to resell unwanted tickets, and delaying payments for months. I urge the BBB to investigate these practices and assist in securing a fair resolution for me and other affected customers.Thank you for your time and assistance.

  

  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 $1193.10 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 order to list your tickets, you must meet the following requirements and agree that once tickets sell, a 10% seller fee will be deducted from your total sale price. You must reside in the *************. You must have a valid ****** account in order to receive payment. You must provide a valid credit card. Your tickets were either issued as physical printed tickets that can ship, or in a PDF e-ticket format. You must have tickets in your possession or provide the date you anticipate having physical possession. You may not list or sell tickets before you own them. All requirements, seller frequently asked questions along with seller terms & conditions and chat assistance information is available before selecting the option to sell. (**************************************************) 
  
  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: 05/05/2025

   
  Complaint: 23152637
  
  I am rejecting this response because:
  Dear Vivid Seats Customer Support,
  
  Thank you for your response. However, I would like to clarify a few important points regarding this matter, as I strongly disagree with the outcome and feel that my concerns have not been adequately addressed.
  
  To begin with, I did not purchase or sell my tickets directly through Vivid Seats. I made my purchase through *************************, which partnered with your platform as the ticket supplier. At no point during the purchase process was I made clearly aware that my transaction would be transferred to Vivid Seats, nor that I would be automatically enrolled into a resale process if issues arose. I encountered a technical glitch during the original transaction, which I immediately reported. Despite explaining this thoroughly, my concerns were dismissed.
  
  Furthermore, I was not informed at the time of sale that I would be required to wait up to six months to receive payment. Had this been clearly stated upfront, I would never have agreed to list or resell the tickets through your platform. Being forced into a resale situation, with no alternative resolution offered, left me with no other option but to dispute the transaction with my bank.
  
  This situation has caused unnecessary frustration, and it feels exploitative, especially since your system did not allow for a straightforward refund or support when the issue was first reported. I stand by my decision to escalate this matter to my financial institution due to the lack of support and clarity provided throughout the process.
  
  I am requesting that you reopen this case and communicate directly with *************************, as they are the point of origin for the ticket transaction. I am also requesting a full explanation as to why customers are not explicitly told about delays in payment or resale conditions prior to being forced into that route.
  
  I appreciate your time and ask that you reconsider your current position.
  

  
  

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

  

  Business Response

  Date: 05/12/2025

  Thank you for this response and the opportunity to clarify our policy surrounding the customer's concern. We appreciate the customer's follow-up and understand the continued frustration regarding the purchase of two orders for the same event. Vivid Seats does partner with ************************* to facilitate 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 customer indicated a perceived initial failure in the order processing, did not call in for assistance and proceeded to complete another order.  By selecting Place Order, our customer agreed to our sale terms as they apply to their completed order. All sales are final in USD. Our Terms and Conditions state, "In the event that you dispute a charge and it is determined that the charge was valid and not the result of credit card or other payment fraud, we have the right to seek payment, including all associated fees, by whatever means necessary, including using collection agencies and legal proceedings. We may also mitigate our damages by relisting and selling, as the case may be, the tickets that are the subject of the underlying payment dispute." All customers interested in reselling are presented with the requirements and pay information for the resale of tickets listed before selecting the option to sell. Step 4, "Get paid," shows all secure payments will be received via ****** after the event occurs.
  
  
  In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. At this time, their dispute has been resolved. 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: 05/13/2025

   
  Complaint: 23152637
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/02/2025

  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 tickets from them and never received them. They are a fraudulent site, full of lies and excuses. They tried to say that the supplier doesn't have the tickets because of a hold ,yet they are all over marketplace being sold already. These guys dont have tickets, its fraud. I filed a claim with ****** and they gave ****** a fake tracking number. (The tickets are e transfer not shipped by mail) they still keep making excuses about bulk orders having hold blah blah, the bottom line is a scam and its well documented based off all their reviews online. They're telling g me to wait until the day before the concert to see if I get tickets that is unacceptable, and adter sending a fraudulent tracking number to ******, it has confirmed my suspicion that they are a fraudulent company. I want a refund and i want I immediately, I do not want any tickets from them since they'd most likely be fake

  

  Business Response

  Date: 04/22/2025

  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 event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Delivery dates and time are determined by the individual ticket sellers, not Vivid Seats, based on their assessments of a range of market factors. At this time, in accordance with our 100% Buyer Guarantee, our customer's tickets have been delivered prior to their event on 4/22/2025. As such, the customer's order is considered appropriately fulfilled. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. At this time, we will continue to comply with all agreed upon terms and conditions. If our customer has any further questions, we encourage them to contact the customer care team, and watch for updates coming through to the email address associated with their order.  
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:03/31/2025

  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 tickets via this company and they became unavailable to me after full payment on ******. I have been contacting any one and everyone and have yet to get this matter resolved. I made a complaint about the third party company ticket master and it looks like they arent liable so the only other company is vivid seats.

  

  Business Response

  Date: 04/27/2025

  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 or parking passes as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. As such, prior to receiving this complaint, we informed our customer that this matter was under investigation and would be properly addressed. 
  

  At this time we can confirm the customer was sent new tickets for their event. We communicated to our customer on 4/18/2025 to ensure they were made aware of this resolution. As it stands, our customer's order has been fulfilled in accordance with our 100% Buyers Guarantee, and as such 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:03/31/2025

  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 tickets to the USHER: Past Present Future concert scheduled on Friday, October 11, 2024 at 8 pm at ************* in *****, **. I received an email notifying me that the concert date had been rescheduled to December 16, 2024. The new date was not feasible due to conflicts in work schedule in the addition to the proximity to the holiday season. The new date was just over a week from Christmas Day, which would not allow time away from work on the date of the concert. I contacted Vivid tickets 2 days after receiving email notification of the new concert date and advised that we (the group of concertgoers and I) would not be able to attend the concert on that date for the reasons mentioned above and requested a refund. I was told that there would be no refunds given. I asked for a supervisor or a manger and was told that I could not speak to one. The customer service at ********************** has been horrible and they have been unwilling to help resolve the issue, which was due to a natural disaster and no fault of my own. I stress that I did not purchase tickets for a Monday night concert and should not be forced to eat the cost of the tickets. Also, according to Florida Statue ******* ticket refunds are required when events are postponed.

  

  Business Response

  Date: 04/22/2025

  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. 
  
  Customers will be appropriately compensated for any event which is cancelled and is not planned to be rescheduled. If, rather than cancelling, an event organizer postpones an event, we must adhere to the terms of use agreed to at the time of sale, which state If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund or other compensation. In this case our customer's event was rescheduled to 12/16/2024 and as such their order did not qualify for cancellation or compensation. Please note that since Vivid Seats operates as a secondary ticket marketplace we have taken no part in the decision-making process surrounding the event postponement. While we understand our customer may not have been able to attend the future event date, we maintain that all terms of use were sufficiently displayed and agreed to prior to the order being placed.  At this time, we will continue to honor the terms of use in place at the time of purchase. 
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23140953
  
  I am rejecting this response because:
  Hi,
  
  I reject the business response because their practice does not adhere to Florida law (Florida Statute *******), which is where the event took place. This dispute was prematurely closed. I would like the case to be reopened. Thank you.
  
  Sincerely,
  
  Chjame *****
  Sincerely,
  
  Chjame *****

  

  Business Response

  Date: 05/06/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification. Please note that Vivid Seats is a sale marketplace which allows sellers to resell their tickets in a secure, controlled e-commerce environment. Furthermore, we must adhere to the terms of use agreed to at the time of sale, which state If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund or other compensation. We maintain that all terms of use were sufficiently displayed and agreed to prior to the order being placed.  At this time, we will continue to honor the terms of use in place at the time of purchase.  
  
  
  
  Regards, 
  Vivid Seats 
  
  
   

• Initial Complaint

  Date:03/28/2025

  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 placed an order which was incorrect and it didn't complete. Then i used a different platform to purchase my tickets. As i reviewed my card statement i saw i was charged $400+ and received an email saying tickets were delivered. But they were not. I have proof that I purchased my ticket through a different platform. I disputed with my bank but vivid seats declined yet i have no tickets and they have my money. Please refund my money.

  

  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 $400.31 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: 04/24/2025

   
  Complaint: 23131801
  
  I am rejecting this response because: they are lying.

  They canceled my order and provided a refund for less than what I paid for and **************** has been correctly informed. My claim is I still open.
  

  heres the email the sent me on April 15:

  Hello ********,
   
  A refund in the amount of $265.50 has been issued for order #********.
   
  Please allow 3-5 business days for processing by your financial institution. If you do not see the refund after that time, please contact your financial institution.
  Best, 
  The Vivid Seats Customer Service Team

  I paid $400.00 and I want all my money back. When I call they refuse to talk to me stating theres nothing else to be said. They are not to be trusted. Please bring awareness to consumers as well.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/12/2025

  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. 
  
  In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. At this time, their dispute has been resolved. 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: 05/13/2025

   
  Complaint: 23131801
  
  I am rejecting this response because: they have not given my refund and as I call, they refuse to address my calls stating no one will speak to me about this.

  I want my full refund as they cancelled and sold my tickets.
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/21/2025

  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. 
  
  As stated previously, our verification department has reviewed our customers information and did not find any evidence of fraudulent activity. This appears to be a valid order, meaning all billing information links to the personal information provided by our customer at checkout. In addition to this current claim, our customer filed a dispute with their credit card company regarding this order. We have addressed this, and the dispute was ultimately ruled in our favor. Due to the dispute, a refund has been provided to our customer which aligns with our Terms and Conditions that state, "In the event that you dispute a charge and it is determined that the charge was valid and not the result of credit card or other payment fraud, we have the right to seek payment, including all associated fees, by whatever means necessary, including using collection agencies and legal proceedings. We may also mitigate our damages by relisting and selling, as the case may be, the tickets that are the subject of the underlying payment dispute."?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: 05/21/2025

   
  Complaint: 23131801
  
  I am rejecting this response because: they are scammers and are refusing to return the full amount I paid, paying only $250 out of the $400 I paid.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/28/2025

  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 2 tickets through Vivid Seats on 2-25-2025 in the amount of $406.25 to see the legendary group Journey at the ************* for Friday 3-14-2025. Unfortunately, there was a fire that occurred under the stage that prevented the show to continue. Thankfully, no one was injured. The show was canceled the same day, 3-14-2025. The ******* Rodeo did not postpone the show, due to other acts that was scheduled for the remainder of the rodeo. The ******* Rodeo ended on Sunday, 3-23-2025. I have emailed and called Vivid's customer service team to request my refund. I am being told that designated team is working to get confirmation from the venue of the official cancellation before I receive my refund. ****** w/******* Rodeo stated today 3-28-2025, that "the news of the Journey concert cancellation has been addressed throughout the media, and Vivid should generate my refund." The show officially canceled on 3-14-2025 and as of today, I do not have my refund. I have my order number and the emails that I sent requesting my refund to be sent.

  

  Business Response

  Date: 04/03/2025

  As a secondary marketplace, we are not affiliated with any artist or venue; instead, we act as an in-between for customers and sellers. While we do not own or generate tickets, we do process thousands of successful orders each dayand each order is given the full protection of our Buyer Guarantee. 

  Vivid Seats has provided a full refund for this cancelled event. As such, we consider this matter resolved. If our customer has any further questions regarding their order, we welcome them to contact our customer service team.

  Regards,

   Vivid Seats

• Initial Complaint

  Date:03/28/2025

  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 tix to ***** **** on Vivid seats for a concert originally scheduled to perform April 11 at the ******************** on the ******************* campus. The concert has been rescheduled for April 10, 2026, because **** is recovering from an unspecified surgery; We will not be in the state on this night and are unable to reschedule our plans. We want a refund and vivid seats won't give us one. We purchased for a specific date and time. Not our fault he rescheduled.

  

  Business Response

  Date: 04/08/2025

  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 $1,036.16 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.  
  
  Customers will be appropriately compensated for any event which is cancelled and is not planned to be rescheduled. If, rather than cancelling, an event organizer postpones an event, we must adhere to the terms of use agreed to at the time of sale, which state that if an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, our customers order will not qualify for compensation. At this time, our customers event is rescheduled to new date 4/10/2026. We are continuing to monitor this event, and we will notify our customer should any changes in the event status occur.
   
  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

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23128740
  
  I am rejecting this response because: this concert is one year away.... i want our money back because this is unacceptable for them to hold onto our money for one year while we pay for something that we did not receive.....
  
  Sincerely,
  
  **** & **** ****

  

  Business Response

  Date: 04/22/2025

  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.
  
  Regards, 
  Vivid Seats 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23128740
  
  I am rejecting this response because: how can it be legal to hold someones money for over a year? this is ludicrous - we want our money returned to us - we have nothing to show for the over 1k we spent on these tickets. 
  
  Sincerely,
  
  **** & **** ****

• Initial Complaint

  Date:03/27/2025

  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.

  Offered tickets for sale before general public. It was a scam, all it did was put me in a resale pool for massively marked up tickets when they went on sale. Would not refund my money. I will end up paying double and get my tickets no sooner than if I had just waited until day they went on sale.

  

  Business Response

  Date: 04/07/2025

  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.
  

  Once our customer selected the listing they were interested in for Primus, they were presented with the section and row, total price per ticket and quantity, delivery, and event information. Then they were prompted to select the quantity of tickets desired and click the Checkout button. Our customer was then taken to the login section. After the customer entered an email address to create a new account or sign in to their existing one, they then navigated to the shipping and delivery page, where the available methods of delivery for the selected tickets are listed, then chosen by the customer. Once the customers address is entered, but before they are required to enter their payment information, the customer is able to view our terms of use (including our all sales are final policy) which are disclosed at various points throughout the purchase process, including on our checkout page. Our customer was then taken to checkout where they were shown on the right-hand side an in-depth breakdown of their purchase including event details, ticket total, service total, delivery fees, and the total charge of $291.35 highlighted in bold text. This page also includes the message, By clicking Place order, you agree to the Vivid Seats terms of use and to the Rewards Program terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. Your credit card will be charged $291.35. All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order; at which time their order was complete and submitted to the seller for confirmation.
  

  Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. 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 3/31/25 at 2:29 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. 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:03/26/2025

  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 tickets through Vivid Seats in June 2021 for the **** ****** concert scheduled for August 14, 2021, in ********************, **. A few days before the event, I found out through social medianot the venue or Vivid Seatsthat the concert was canceled. I began requesting a refund on August 17, 2021, via multiple emails and phone calls. Vivid Seats denied the refund on November 23, 2021, stating my request was too late, even though I contacted them just days after the cancellation.On March 14, 2025, I received an email from Vivid Seats informing me that I had credits from that same purchasedespite their original claim that I was ineligible for a refund. That same day, I emailed them again, and they initiated a refund to a **** card associated with a bank account I closed in 2021. I explained the issue, provided proof the account had long been closed, and requested an alternate refund method, including a paper check. They instead asked me to provide proof from the bank that the refund had failed, but the bank confirmed they could not provide such documentation because the account no longer exists in their system.Since March 14, I have sent 810 follow-up emails, including one that formally escalated the matter to their legal and customer support teams. I have received no repliesnot even automated confirmations. I have also clearly stated multiple times that I do not want the refund issued via ******, yet they continue to insist on it. I am seeking a proper refund of $362.96 via any method other than ****** or the closed card. Vivid Seats has failed to notify customers about the cancellation, denied a refund without basis, held my funds for nearly 4 years, and is now ignoring all communications.

  

  Business Response

  Date: 04/04/2025

  Thank you for reaching out to regarding the concerns of our valued customer. We appreciate the opportunity to provide further clarification. Customers will be appropriately compensated for any event which is cancelled and is not planned to be rescheduled. For this reason, our customers order was set up for cancellation. Please note that we have been in contact with our customer and have explained that our accounting department will be submitting a full refund to their ****** account as our customer no longer has their original payment method active. This is the protocol we follow in this type of situation. We encourage them to contact our customer service team for assistance in obtaining their refund.   
  
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 04/12/2025

   
  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. Please find attached the ** code for my ****** for reference, as it will be the same one shared with Vivid Seats LLC.
  
  Best, 
  *******