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:03/16/2025

  Type:Sales and Advertising 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 purchase tickets on vividseats.com.The ticket price showed 195 3 at checkout after I checked out.I see that they charged me over $200 in fees.This is for sure done deliberately to trick people into thinking.They're paying one price and getting charged in additional hundreds of dollars for fees that they don't disclose.

  

  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. 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 **************** at **************, 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), $825.60. 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:03/13/2025

  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.

  Vivid seats had issues delivering my tickets. They prompted my to sign up using my ***** account and they auto generated an Apple email that I dont have access to or even know if it exists. Typically when I do ***** sign up it goes straight to my personal email. This did not. I never received my tickets and they are refusing a refund.

  

  Business Response

  Date: 03/20/2025

  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. ? ??  
  
  Our customer reached out to us on 3/13 regarding their ticket transfer, at which time it was discovered that a typographical error was made in the email address our customer provided at the time of purchase. This is why they had not received their tickets. Although we regret the customer made a typographical error, the order is considered fulfilled since we have no control over what our customers input as their email address during the time of checkout.
   
  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:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 11, 2025. ************ Apperception Concert. I was close to the venue so decided to attend concert. I tried 3 services looking for the best price and seats. At this time the concert was about to start so I went with the only provider selling tickets at the time, Vivid Seats. I order the tickets. But to my surprise, I had to download the Vivid Seat app and follow instructions. They third partied my tickets from Ticketmaster, so downloading their app produced 0 tickets. Second, I had to download Ticketmaster app or login to their system. User name, address, email, and generate a password. Then go back into Vivid seats and somehow link the 2. Confusing as it was, It took 15 minutes. It wasn't immediately. The concert was going on at this time and I explained it to the customer service *** who I contacted. It took another 15 to walk from the gate to the concert venue. I asked the *** ***eatedly to speak with a supervisor and was denied over and over again. He stated all sales are final and to please read the terms and conditions. Here they are: 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. An on-time delivery for purposes of this paragraph means delivery prior to the actual start time of the performance, regardless of the performance start time previously posted by any party. Vivid Seats reserves the right to cancel and refund the buyers order at any time for any reason. Vivid Seat's shouldn't have sold the tickets knowing the concert was starting or started and having their customer have to enter another contract with another site and app. I didn't receive my tickets through Vivid Seats but through Ticketmaster, as a result missed 1/2 of the concert. Concessions were closed. The *** from vivid seats sent me a survey questionnaire after the call, mockery.

  

  Business Response

  Date: 03/19/2025

  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 serviceand maintaining a simple, transparent checkout process.   
  
  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 Players Championship - Tuesday, they were presented with the section and row, total price per ticket and quantity, delivery, and event information. In this case our customer chose a listing for the 11:59 PM show which was displayed on screen throughout the entire checkout process. 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 $166.32  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 $166.32. 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 be noted that our website and purchase process are completely user driven. As such, ********************** cannot alter the selections a buyer makes during the checkout process. 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: 03/26/2025

   
  Complaint: 23053284
  
  I am rejecting this response because I purchased the tickets at the beginning of the concert at 5:01.  My tickets were confirmed by email at 5:04 in the email.  At 5:09, I had the option of Ticketmaster, AXS, or TPC sawgrass as the seller.  Well which one do I use?  How does one navigate through the entire process based on a first time buyer.  In addition, did at anytime Vivid Seats say that the process would be time sensitive, so be prepared to input information to several apps or vendors.  The tickets had to be transferred from vendor or person selling them to Vivid Seats or vice versa.  At 5:13 I completed the information to Ticketmaster and transferred the tickets.  So, the whole process took 13 minutes.  I don't know of any person who would miss a show, concert, or event for 15 minutes and feel that's acceptable.  No where on the first page of Vivid seats did it say that they are a 2nd party broker. 

  Vivid Seats has a A plus rating, and yet when I ****** them they are involved in several class action lawsuits.  I thought the BBB would stand up to the consumer.  Their customer support is in a 3rd world country with no supervisor or us citizen in sight.  I can prove this by doing a 3 way or conference call to them and ask for a supervisor.  Non will be found and the same answer is given which is nothing and sorry.  

   

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

  

  Business Response

  Date: 04/01/2025

  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 

• Initial Complaint

  Date:03/11/2025

  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.

  Date of Dispute February 27, 2025 Amount paid: ******** On that date my younger sister managed to get my account information for vivid seats and ******. She then managed to purchase tickets without my knowledge or authorization. Their terms of use clearly states below.Unlawful Activity; Acceptable User ********************** prohibits the use of its Marketplace, website, or mobile application for unlawful conduct. All users must comply with all local, state, federal and international laws, ordinances and regulations. By using the site, you agree not to use any false personal information or use an invalid or unauthorized credit or debit card. You agree not to use or permit anyone to use information provided through ************************** for any unlawful or unauthorized purpose.We are the sole interpreter of the sites intended and acceptable use. The site is intended to be used by individuals or companies seeking to buy or sell tickets for ultimate use by an individual to attend an event and for no other purpose. If you are a venue, promoter or anyone else responsible for controlling admission to an event, you may not access our site or purchase tickets on the site for purposes of (i) identifying tickets available on our site or the sellers of those tickets; or (ii) revoking or voiding any tickets offered by sellers on the site or otherwise penalizing any sellers for offering tickets on this site.Even though I told customer support that the terms of use were violated they still said "I agreed to the terms" even though I didnt make the purchase.

  

  Business Response

  Date: 03/20/2025

  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.    
  
  On 2/27/2025 our customer contacted our customer care team regarding their order and claimed the purchase was placed by an unauthorized person. Please note our verification department has reviewed our customers information and did not find any evidence of fraudulent activity. This was deemed a valid order, meaning all billing information links to the personal information provided by our customer at checkout. As such, we must continue to abide by our All Sales Are Final policy. It should be further noted that this customer has also filed a dispute with their financial institution regarding their order. If the customer has questions regard their dispute we encourage them to contact the institution with which the dispute was filed. At this time we consider the matter closed. 
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23050810
  
  I am rejecting this response because: I did not authorize the purchase
  

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

  

  Business Response

  Date: 03/26/2025

  Thank you for responding. We appreciate the opportunity to further address this matter and once again clarify our policy. As previously stated, once an order is placed on our site it is reviewed for potential fraudulent activity and orders are only confirmed if no evidence of fraud is found. Since we were unable to verify any evidence of fraudulent activity in this case, the order in question did not qualify for cancellation. At this time as there is no further action we can take we must consider this matter closed. If the customer has any questions regarding their continued financial dispute we recommend they contact their financial intuition. 
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 03/27/2025

   
  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:03/10/2025

  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.

  The Black Rodeo USA tickets have not on sale until March 31st. This company posed as a seller for this event. Per the Black Rodeo USA representative, this tickets will not be accepted. She stated we could only purchase tickets from *******. I'm requesting for a full refund. While speaking to the Vivid seat **** they states they are a resale company. However, these tickets are not on sale to be able to resale.

  

  Business Response

  Date: 03/20/2025

  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 Tennessee Invitational Black Rodeo, 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), $1,123.53. 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.
  
  Vivid Seats does not own or generate tickets; rather, all tickets listed in our marketplace are managed and owned, by professional ticket resellers and pre-screened individual sellers who have already purchased those tickets. Vivid Seats marketplace allows these sellers to resell their tickets in a secure, controlled e-commerce environment. Many of our professional resellers own season tickets for various teams or venues, or have direct business partnerships with teams, venues, and promoters. As a result, they are able to provide presale tickets, premium tickets or passes to sold-out events.
  
  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: 03/21/2025

   
  Complaint: 23047407
  
  I am rejecting this response because:
  

  The Black Rodeo USA does not accept tickets from Vividseats.   THE black Rodeo USA only accepts tickets bought direct from their official website.  They do not have authorized partners.  They have denied the validity and security of VIVIDSEATS tickets. 

  The customer service at ********************** did not provide any clear information related to selling tickets for an event, even though,  the official ticket sales are not available.

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

  

  Business Response

  Date: 03/27/2025

  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

• Initial Complaint

  Date:03/10/2025

  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 bought a ticket (**** **** concert, *******, March 14) on vivid seats. The ticket has been available for transfer by the venue for 2+ weeks, but vivid seats still has not delivered the ticket to my account. I reside in ******** and the event happens in *******. Without the ticket transfer, I am not able to make any travel arrangements, which has caused huge inconvenience.I called vivid seats for a ticket refund, or an option to re-list the ticket. However, despite they are a full sales venue, they cannot provide any flexibility on the tickets, cannot deliver the ticket, and cannot re-list the ticket.Even escalating this matter to the senior team did not help. I see this as horrible customer service and improper advertising (I was informed the ticket can be transferred or relisted at the time of purchase). I would like to receive a refund for this ticket.

  

  Business Response

  Date: 03/20/2025

  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. ?
  

  Our multi-step checkout process allows customers several opportunities to view all details of their order, including the estimated ticket delivery date, prior to purchase. In this case the estimated delivery date of 3/13/25 was displayed near the customer's order total in the order summary section of the checkout page. 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. 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. 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: 03/21/2025

   
  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,
  
  Sicong Mo

• Initial Complaint

  Date:03/10/2025

  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 over a year ago from the ********* concert that was canceled. When I called about my refund. I explained that the card thatwas used was stolen. They were supposed to put it on another card or send it to my bank account. The gentleman did not understand me and ahead and stuck it on the wrong card. Anyway, Ive been fighting with them for a year and I was told if I got proof from mybank that I did not receive the money I would get a refund my bank printed a statement from that month stating I didnt receive money from them I was ghosted and then I called customer service they said they couldnt do anything about it. There is not a phone number to contact to complain to get my moneyback. **************** claims theyve done everything they can. I might have to go to my local television station news and complain because I am not getting anything from them nor is anybody responding to . All I want is my money back because I was told if I did what I did, they would give it to me and they not.

  

  Business Response

  Date: 03/20/2025

  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 ********** 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), $221.72. 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.
  

  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. In this case, our customers event was cancelled and a refund of $221.72 was remitted to the customer's original method of payment as of 08/06/24. 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:03/09/2025

  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 went on the vivid seats app and I spent hours looking at tickets for a ********************* game, the only cost that they showed was the cost of the ticket times the amount of tickets that I was using, so they made it appear as there was no service fee on top of that, so I went through the checkout process and there was no service fee listed at all until I hit the submit order button and then almost $250 worth of service fees showed up, this is the most dishonest service I've ever used. And then I contacted them to ask them for their help and to refund part of that service fee if not all of it because if you go to other websites they sure that service fee up front I didn't think they were charging a service fee which is why I was through the moon willing to use their service. This is dishonest, and this is sick. I would recommend whoever reads this review go to vivid seats yourself and check out their website and you will see that if you go and look at tickets it doesn't show you a service fee until after you've hit the submit order button. Again I'm looking for a resolution of getting possibly part if not all of the service fee refunded back to me. And an apology for how nasty the service person was considering she was like thank you for understanding and I was telling her no I don't understand and then she just kept saying thank you for understanding. Dishonest, this is a company that obviously wants to pray on disabled combat veterans like myself. It's sick that you serve this country and you deal with companies that will lie about the cost of something until you put your payment information in and made the payment. I believe the service fees should be refunded and this company should have a much more straightforward way of showing when you were looking at the tickets that they are going to charge you fees like Ticketmaster like ******* like all these other companies do

  

  Business Response

  Date: 03/20/2025

  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 ************* at ********************************* game, they were taken to a page that provided details including the price per ticket, quantity, delivery, and event information; here also any applicable listing notes were disclosed. Then, our customer was prompted to click on the Continue button, where they were taken to the checkout page. On the checkout page 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 would then scroll to the bottom of this same page to view the rewards they would be earning with the purchase, along with the order total (inclusive of fees), $916.44. Please note that an itemized breakdown can be seen by tapping the arrow next to 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. By selecting Place Order our customer agreed to our sales term and the shown order total. 
   
  Prior to receiving this claim we have been in contact with our customer to discussed this matter. Since 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. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. As it stands we consider this matter closed 
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23042416
  
  I am rejecting this response because:
  There are  hundreds of similar complaints to mine on BBB alone

   They didn't show me the fees. They are a multi million dollar company and could make this right but are money hungry and interested in profits versus doing what's rights. I won't ever buy again from you all. Seat geek wa upfront about their fees you weren't.

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

  

  Business Response

  Date: 03/31/2025

  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 

• Initial Complaint

  Date:03/09/2025

  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.

  I ordered tickets to an event that **** even selling tickets yet. The advertising was deceptive only three seats left. When the tickets arent even for sale yet. I believe this is false advertising and gauging. The cost associated with this fake PR scam are outrageous. I am told no refunds.

  

  Business Response

  Date: 03/20/2025

  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 2025 Bravo Con - 3 Day Pass 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 $15,867.56 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 $15,867.56 . 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     
  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23040804
  
  I am rejecting this response because as *** stated you are selling tickets that are not yet for sale. You had deceptive marketing techniques where you state there were only three tickets left before it sells out. This is not possible since tickets are not available yet.  If your argument is that you only had access to three tickets that isnt correct. You currently have access to zero tickets as this event is not yet selling tickets.  You are price gauging as well.  You leveraged deceptive marking techniques to create a need and then sell tickets at ~ 15x the list price (based on previous years ticket prices). 
  

  Please move forward in issuing refund. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/27/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification. As previously stated, the resale marketplace allows sellers to resell their tickets in a secure, controlled e-commerce environment. Many of our professional resellers own season tickets for various teams or venues, or have direct business partnerships with teams, venues, and promoters. As a result, they are able to provide premium tickets or passes to sold-out events. Additionally, Vivid Seats clearly discloses to our customer's prior to placing their order that we are a resale marketplace and not the primary marketplace. Our Buyer's Guarantee states: "We guarantee that your tickets will be delivered in time for the event or your money back." We maintain that our customer will receive valid tickets in time for their event, which will take place of on 11/14/25. As such, we consider this matter closed. 
  
  
  Regards, 
  Vivid Seats 
  
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23040804
  
  I am rejecting this response because the reasoning provided is not applicable to this event. It is not possible for someone to have season tickets or access to this event. Its not a sporting event. Its a tv show event that has not yet released tickets.  
  

  where in your policy does it state you can presell tickets that are not yet for sale and where a seller doesnt have access to any early available tickets? Please provide this link so I can read through.  I continue to remind you that these tickets are not available yet and you mislead consumers to think that they are.  This is misleading marketing tactics.  
  

  I would understand if someone had season tickets or committed tickets to all events at a stadium.  Therefore they can presell them.  But thats not the case here.  No one has season tickets to a tv event. Please provide your policy that is specific to an event like this. Not a sporting event or music event. That is different in terms of your response. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/08/2025

  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 ordered 4 tickets for all sessions to the big east tourney. I spoke to a vivid seats *** over the phone that confirmed the tickets were real and she made the transaction for me over the phone. I received a confirmation number and my card was charged for the 4 tickets. I booked flights and hotel rooms in *********, ********. Vivid seats just cancelled my tickets so now I am stuck with a flight and hotel with no TICKETS! Vivid seats did not issue an apology or offer to ***lace my tickets. Would not recommend using COVID seats. I have never had a problem like this before when buying tickets through a site.

  

  Business Response

  Date: 03/19/2025

  Thank you for contacting us in reference to this matter. At Vivid Seats, we appreciate the opportunity to address the concerns of our valued customer. It should be noted that, as stated in our Sales Terms and Conditions to which our customer agreed prior to purchase, "********************** reserves the right to cancel and refund the buyer's order at any time for any reason." In this case, our customer's tickets were no longer available due to a mapping issue, therefore our customer's order was set for cancellation. 
  
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all their concerns. As such, we consider this matter resolved. If our customer has any additional concerns regarding their refund, we encourage them to reach out to their financial institution for assistance. 
  
  Regards, 
  Vivid Seats