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

  602 - 30 Duncan St Toronto, ON M5V 2C3

• 

  Fanxchange Ltd

  101 - 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: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, 
  *******

• Initial Complaint

  Date:03/25/2025

  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 four tickets to see Widespread Panic in ***************, ******* from vivid tickets. I spent considerable money traveling to the show with friends from the country. I spent three hours on the phone with vivid and in text chats last Saturday only to have them not deliver the tickets. The tickets had been purchased months in advance. It is absolutely preposterous that the company would allow tickets to be re-sold that had not been validated. Their internal controls clearly leave a lot to be desired. The customer service was horrendous. At the same time as I was trying to resolve issue, I could see that they were reselling other blocks of tickets. Never once did they offer to replace my tickets with other tickets. I contacted the company today regarding my refund, they said they would need to open an investigation And it could take 3 to 5 business days. They never delivered the tickets and they need to investigate?

  

  Business Response

  Date: 04/03/2025

  As a secondary marketplace, Vivid Seats is not affiliated with the event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All orders placed on our site are subject to seller confirmation and ticket availability. On the rare occasion where a seller is unable to fulfill an order, we work to fix it in time for the event, or if necessary, fully compensate the customer as detailed in our Sales Terms and Conditions. In this case as the seller was unable to fulfill the order, and as commensurate replacements were not available, the customer's order was cancelled and subsequently refunded in full. Since this resolution complies with both our 100% Buyer Guarantee and all agreed upon terms, no further resolution may be provided for this order.  
  
  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: 04/03/2025

   
  Complaint: 23115306
  
  I am rejecting this response because:

  Vivids response completely ignores the thousands of dollars I spent on airfare and lodging only to find out they would not deliver tickets. I found this out on the day of the show and only after spending hours on the phone with their customer service. At the same time, they were selling tickets to the show on their website. Vivid could have satisfied my order with those tickets. It wouldve resulted in a small loss to them, but if this is really a rare instance as they assert in their response, then that is what they should have done. Instead I had to buy tickets on StubHub several hours before the show for 3x what I originally paid. I am out thousands of dollars and they offer a few hundred dollars of credit for the next tickets I purchase from them. Totally unacceptable.

  This may be there business model, but it is not a good one and it puts customer satisfaction last.

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

  

  Business Response

  Date: 04/21/2025

  Thank you for responding. Vivid Seats is proud to provide excellent service and we appreciate the opportunity to continue to further address our customer's concern. As a secondary marketplace, Vivid Seats is not affiliated with the event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. As previously stated, all orders placed on our site are subject to seller confirmation and ticket availability. On the rare occasion where a seller is unable to fulfill an order, we work to resolve the issue in time for the event, or if needed, fully compensate the customer.  
  
  In order to complete their order our customer agreed to the terms and conditions of sale on our site which include those surrounding ticket availability and delivery. While we regret that the customer's order could not be appropriately fulfilled, the resolution provided by Vivid Seats was provided in accordance with all agreed upon terms (*******************************************************************). Furthermore, we assert that the resolution previously provided is exceptional, as our terms state that, "If Vivid Seats fails to make an on-time delivery of any purchased ticket for an event, then Vivid Seats sole obligation or liability shall be limited to compensating the buyer for any payments made to Vivid Seats under this Agreement." The compensation provided to our customer complies with and exceeds both our 100% Buyer Guarantee and all agreed upon terms, and as such no further resolution may be provided for this order. We appreciate our customer's understanding and again consider this matter closed.  
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:03/23/2025

  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 for an event through Vivid Seats on March 22, and my order was successfully processed. However, shortly afterward, I received a cancellation notice with no explanation. When I contacted customer service for clarification, they claimed there was an issue verifying my information with my credit card, though the order processed without credit card issue.Instead of honoring my original purchase, Vivid Seats told me I could repurchase the tickets at a higher price, citing their live marketplace policy. This practice feels deceptive, as it appears they canceled my order simply to charge me more, and couldn't honor a purchase where the website assured me my price was "locked in". I even purchased the additional ticket insurance for priority customer service and 100% refund protection.Additionally, when I requested to speak with a supervisor, I was refused. The lack of transparency, and refusal to honor a confirmed purchase are unacceptable.I am requesting that Vivid Seats:Restore my tickets free of charge for their practices Thank you for your time in reviewing this complaint.

  

  Business Response

  Date: 04/03/2025

  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 the verification process for orders placed on our site.   
  
  Once an order is placed on our site it is reviewed for potential fraudulent activity. In this case, after the customer's order was submitted it could not be verified was therefore not confirmed. Orders that are rejected due to verification flags are not charged to the original payment method. The customer may have seen a pending charge to their account as a standard process to verifying orders. All pending charges of nature are dropped by the customer's financial institution. Should the customer have questions or concerns regarding this process we recommend they contact their credit card company. As it stands we consider this matter closed and appreciate the customer's understanding. 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair 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.

  Yesterday I bought tickets through Vivid Seats, upon closer inspection of the venue it only allows online ticket orders through Ticketmaster. I've tried to get a refund but they state the tickets are not able to be refunded if the seller chooses they don't want to. I was also told I was able to "sell" the tickets but I'm not able to if the seller is withholding them until Septemer 19th only a day before the show.

  

  Business Response

  Date: 04/02/2025

  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. 
  
  Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dates. Rather, the estimated delivery date is set by the individual seller of the tickets and may be dependent upon when the tickets are released by the primary issuer, with which Vivid Seats has no affiliation. While we understand our customer would like to receive their tickets earlier than the estimated date, Vivid Seats cannot guarantee expedited delivery for any order. Our goal is to make sure our valued customer is able to enjoy Sleep Token. In accordance with our 100% Buyer Guarantee our customer will be provided valid and authentic tickets in time for their event.  
  
  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. As it stands we consider this matter closed. If our customer has further questions regarding their order, we encourage them to contact our customer service team for assistance.  
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 04/02/2025

   
  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,
  
  ****** ********

• Initial Complaint

  Date:03/20/2025

  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 Seats led me to believe that I was buying seats in a specific section and a specific row - Section 232 Row 7. The invoice is very clear about this. I was OK with the seats being anywhere in the row as that was not specified in my purchase. I had purchased a group of tickets through another site and was looking to round out all the tickets I needed for my party to be in the same section. As you can see in the other images, once you select your section and row, there is a clock that ticks down - you need to complete your transaction before the clock runs out to supposedly "secure" the tickets you are looking to purchase. Soon after making the purchase, I was sent 2 tickets in a section on the other side of the stadium, Section 211. I have reached out to them multiple times, but they are telling me my tickets were purchased via their "Seat Saver" program, which was not evident on my invoice/receipt, and buried in their terms and conditions, that they reserve the right to send you "comparable" ticket. This is deceptive and manipulative, but they refuse to work with me.

  

  Business Response

  Date: 03/31/2025

  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 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 The Lumineers they continued to the Login page which displayed a detailed order summary on the right side., which also includes the note: "This Seat Saver listing is a service backed by our buyer guarantee in which the seller is offering to buy tickets for you for a fixed price in the listed section." After the customer entered an email address to create an account, they then navigated to the Checkout page which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $414.64  highlighted in bold text. Once the payment information is inputted, the customer is presented with our sales policies, including our all sales are final policy, which are disclosed throughout the purchase process and displayed at checkout with the message, By clicking "Place order", you agree to the Vivid Seats terms of use and confirm that you are aware that you may be paying above face value for your tickets. Your credit card will be charged $414.64 . All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order, at which time their order was complete.     
  
  
    
  
  
  As a secondary marketplace, Vivid Seats is not affiliated with the artist/event or venue  and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, Prices set by sellers, may be over face-value. 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.     
  
  
    
  
  
  Prior to receiving this claim we thoroughly discussed this matter with our customer and explained that they will receive valid tickets in time for their event. As all order details in question were accessible 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:03/19/2025

  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.

  My minor daughters purse was stolen and her account was used to purchase tickets to a concert.We called vivid tickets immediately to let them know the charge was fraudulent and not made by my minor daughter.The lady we spoke with, *****, refused to refund the charges and refused to allow me to speak to anyone above her.She was rude and inconsiderate of our problem and said the escalation team manager would not take calls.She told us all sales were final even if they were not made by us. What kind of business does this? Not ethical at all.

  

  Business Response

  Date: 03/27/2025

  Thank you for reaching out to us. At Vivid Seats, we appreciate any opportunity to address customers concerns. However, upon further review it appears the information provided with this claim does not pertain to any order placed on our site. As such, we are unable to provide assistance at this time. We encourage the complainant to review any correspondence they had with the company as well as their financial statement to ensure they contact the correct entity in relation to their concerns. If they maintain that the order was placed with our company, we encourage them to provide a valid order number or contact our customer service department directly for further assistance. Until then, we consider this matter closed.
  

  Regards,
  Vivid Seats
  

  
  

• Initial Complaint

  Date:03/18/2025

  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.

  They overcharged me for a ticket purchase. My total that I was supposed to pay, and agreed to pay, was $190.74. I needed up being charged $195.94 that I never agreed to. Ive contacted their support and sent all the pictures showing all of this to their customer support and spoke to them several times about the issue and they refuse to fix it. ******* **** from their Specialized team has said they wont do anything to correct it. This is theft and fraud. I have spoken to my bank and sent them all the pictures and information as well and they will be filling a dispute due to vivid seats overcharging and stealing from one of their customers. I have also been told not to, and I will not, accept the tickets or the transfer. At this point, and after the repeated phone calls, I would just like my money back and I will purchase tickets from a more honest seller

  

  Business Response

  Date: 03/28/2025

  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. 
  
  Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. On 3/15/2025 when the customer completed their order, the checkout page allowed them to review the itemized order breakdown, which clearly displayed the price per ticket, as well as all fees and discounts. Beneath the payment information the total charge of $195.94 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.   
   
  After placing their order the customer reported an issue to our customer care team that a discount had not been properly applied to their order. Please note that a promotional discount was applied to the customer's order for 10% off the order total up to $20. Therefore, the discount applied was $14.80. The promotional code that provides $20 off an order total, which is shown in the screenshot the customer provided on their claim, is different than the code the customer used when placing their order. 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. We appreciate the customer's understanding throughout the matter and if they have any further questions regarding their order we encourage them to contact our customer care team.   
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23079607
  
  I am rejecting this response because: my code that was used was clearly for $20 off not 10% off. I agreed to $190.74 and they charged me $195.94.which was never shown to me until after they charged me.  The breakdown of the $190.74 is shown in the attachment above and that was what I agreed to when I clicked pay now
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/21/2025

  Thank you for this additional response and the opportunity to once again clarify our policy surrounding the customer's concern. As previously stated, the correct discount corresponding to the promo code the customer chose at the time of check out was correctly applied to the order in question. It should be noted that the screenshot the customer has supplied to substantiate their claim has alternative information that does not correspond to their confirmed order. Apart form the differing discount amount and order total, the screenshot shows that an expected ticket delivery date for the listing selected would be 6/26/2025, while the tickets listing our customer actually purchased had an expected delivery date of 6/27/2025. 
  
  We maintain that our initial response and review of this matter addresses the customer's concerns adequately and thus, we stand by our position. Please note that Vivid Seats honors a 100% Buyer Guarantee ensures that valid tickets will arrive on time for the customer's event. However, our guarantee does not cover any dissatisfaction the customer may have with the order, nor has it ever allowed for cancellation upon request. We appreciate our customer's understanding throughout this matter and we will continue to honor the terms to which they agreed when placing their order. We now consider this matter closed.    
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23079607
  
  I am rejecting this response because: the code that I entered was for the $20 off at the time I purchased the tickets. Vivid decided to overcharge me and use a different code after I had agreed to purchase it at the $20 off price. So what they are saying is not correct.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/08/2025

  Thank you for responding. As previously stated, after placing their order the customer reported an issue to our customer care team that a discount had not been properly applied to their order. Please note that a promotional discount was applied to the customer's order for 10% off the order total up to $20. Therefore, the discount applied was $14.80. The promotional code that provides $20 off an order total, which is shown in the screenshot the customer provided on their claim, is different than the code the customer used when placing their order. 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.
  
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23079607
  
  I am rejecting this response because: the information that vivid is providing is false. The code that I used at checkout was for $20 off of my total. The code was. 20OFF.  Their system or their customer service, chose to change the code and charge me more after I agreed to pay $190.74.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/16/2025

  Thank you for responding. Although our customer continues reject our explanations regarding the promotional terms and conditions. We continue to maintain that the promotional code that provides $20 off an order total, is different than the code the customer used when placing their order. We are unable to offer compensation to the customer further than what the promotional code has already discounted. We will no longer be providing a response as we have provided all necessary details regarding this matter. 
  
  
  Regards,
  Vivid Seats
  
  

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23079607
  
  I am rejecting this response because:

  The $20 off was the code I used. Vivid, or their system, changed it after I had checked out.  They continue to lie and make excuses.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/16/2025

  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 a parking pass for 3/15/25. I could not bring up the barcode to scan it. So I had to pay again using my debit card. When contacting them on 3/16/25 they refused to give me a refund

  

  Business Response

  Date: 03/26/2025

  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. In this case our customer's parking pass was initially delivered via email shortly after their order was confirmed on 3/14/2025. 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 or parking pass using the platform that the venue has issued tickets through. Customers receive an email which contains a link to claim their tickets or parking pass, and any necessary instructions on how to do so.   
   
  If a customer does not see the transfer that was sent to the email address they provided at checkout, the email they received with instructions on how to access their tickets advises them to contact our customer care team immediately. Furthermore, if customers encounter any issues with accessing the tickets or parking pass through their link, we always welcome them to contact our care team for troubleshooting. Please note that we received no contact from our customer regarding any issues with their order until after their event had passed. Had they contacted prior to the event appropriate assistance may have been provided to resolve this matter. 
  
  It should be noted that the validity of the transfer sent to our customer has been confirmed and as such the order is considered fulfilled in alignment with our 100% Buyer Guarantee. As it stands our customer's order does not qualify for compensation and we must consider this matter closed. If the customer has other concerns regarding their order we encourage them to reach out to our customer service department so that they may be addressed.  
  
  Regards,
  Vivid Seats