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:03/08/2025

  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 
  
  

• Initial Complaint

  Date:03/07/2025

  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.

  We have been dealing with this two weeks. Traveled from ****** to ******* to attend this event. We have talked to several representatives and no one can help us. They told us sorry but cant transfer any tickets. Told us to lie at the ********** and tell them that they tickets we got from friend. All we wanted was are tickets back or money. They couldnt get cancel the order they say they have proof that the tickets were transferred wouldnt send the information over to show proof. Would transfer us to ticket master and they couldnt even help us. The lady at ********** told us Ticketmaster shows the tickets under a ***** but not under our name. I just want my money back.

  

  Business Response

  Date: 03/18/2025

  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. 
  
  During the checkout process, customers are able to view the delivery format for their tickets. The selection our customer made was electronic transfer, where sellers transfer the tickets using the platform that the venue has issued tickets through. In this case our customer's tickets were initially delivered on 8/14/2024 at which time a ticket transfer email was sent to the email address entered by the customer at the time of purchase. This email contained a link the customer should follow to accept their tickets as well as a clear and detailed explanation of this process. It should be noted that the validity of the ticket transfer sent to the customer has been confirmed and as such the order was considered fulfilled. 
  
  The customer later contacted our customer service team regarding issues accessing their transferred tickets, at which point our customer care team attempted to troubleshoot the issue and retransfer the customer's tickets. However, please note that the retransfer is a request we make with the seller, and is not a guarantee. Furthermore, valid documentation was obtained which confirmed the correct tickets were transferred to the email address provided by the customer, and as such, the ticket delivery was marked as completed.   
  
  It should also be noted that in addition to this current claim our customer has filed a dispute with their credit card regarding this order. We are unable to further address this matter while this dispute remains open due to the nature of the dispute process. We encourage our customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding its process or outcome. As it currently stands, we consider this matter closed.
  
  Regards,
  Vivid Seats  

• Initial Complaint

  Date:03/06/2025

  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.

  -Purchased event tickets on 2/26/2025 -Event is on 4/23/2025 -Vivid Seats promised to deliver the tickets -After my purchase, I got an order confirmation but no tangible tickets.-Vivid Seats stated that tickets are not released (which is a lie), and they will deliver them to me on 4/22/2025 -Understanding that what I had purchased was not what was described, I contacted them immediately to cancel the order -Vivid Seats told me they won't cancel any orders but I can try to resell the ticket if I get it the day before, or I can get a credit if the ticket doesn't get delivered -Vivid Seats did not care to make the situation right, only kept lying to me that the tickets weren't released.-Vivid Seats using deceptive marketing practices to trick people into buying event tickets that are not tangible.

  

  Business Response

  Date: 03/17/2025

  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 buyers guarantee ensures ticket delivery prior to the selected event. This guarantee is outlined within our terms of use, which every customer must agree to prior to placing their order. Additionally, an estimated delivery date is provided as a part of the order summary sent to the email address on file once an order is placed. 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 selected tickets and is dependent upon a number of factors, including when the tickets are released by the primary issuer, with which Vivid Seats has no affiliation.
  
  In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed. 
  
  Regards, 
  Vivid Seats 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23032046
  
  I am rejecting this response because:

  Vivid Seats claim that the tickets will be "guaranteed delivered by April 22, 2024" is unacceptable for several reasons:
  I have already paid in full You have held my payment since February 27, and yet the tickets, which are available directly from the venue, have not been transferred to me.
  The seller is unreasonably withholding delivery There is no justifiable reason for the delay. The tickets exist, yet the seller refuses to release them. This suggests bad faith in the transaction.
  Your guarantee does not protect my purchase I did not agree to receive any other seats or last-minute alternatives. I purchased specific seats, and the delay in delivery increases the likelihood that they will not be delivered as promised.
  The "no refund" policy does not apply in cases of non-performance Your terms do not override consumer protection laws that prohibit deceptive trade practices. The sellers delay is a material breach of the agreement, entitling me to a full refund.
  Under federal and state consumer protection laws, a business cannot take payment and then refuse to provide the purchased goods within a reasonable time. I demand a full refund immediately, as you have failed to deliver the product I paid for within a commercially reasonable timeframe.

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

  

  Business Response

  Date: 03/26/2025

  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. It should be noted, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed. 
  
  Regards, 
  Vivid Seats

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23032046
  
  I am rejecting this response because the business did not address the matter. They have not delivered tickets that I purchased. I purchased tickets, I have no tickets delivered. Further, either their other customer (the selling customer) does not have tickets, or is withholding them. This is unacceptable as the venue has release the tickets for this event.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/05/2025

  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.

  fraud =On Oct. 2024 I purchased tickets from Vivid seats for ******* ******* concert on the *** theather for March 1st 2025.On October 4th, 2024 the $408.18 were charged to my credit card. (Per attachment)I received confirmation that my tickets had been transfer from a person named Zenny.The tickets were showing on my ticketmaster master app. Then on Fri, Feb 14, 4:09PM I received and email from ticketmaster (also attached) claiming the tickets sold to me where stolen from the original owner and were now canceled. The same day 2/14/2025 I chatted with Jam at vivid seats and she asked me to forward the email to ******************************** (per attached) and I did. She said someone from team would contact me after further evaluating. I again chatted with VIVID seats on 2/18/2025 (PLEASE NOTE THIS IS THE MOST IMPORTANT ATTACHMENT) here they clearly stated they had spoken with the sellers and the tickets were legit. That I had nothing to worry about. I told them I was traveling for this event and didn't want to go if I wasn't going to be able to get in. And they told me my tickets were GOOD. The day of the event 3/1/2025 after traveling from ***********, paying tolls, parking and taking my time to go I was NOT ABLE TO GET into the Venue. The tickets were not good, the lady at isle 5 of box office said the tickets went through several hands (as if the original seller sold the same tickets to many people). I had spoken with vivid seats 3 times and now the night of the event I was with them on the phone line again, the lady said she was unable to reach seller and that internal team would investigate. I did not get to see the show. I received a call today and the lady from vivid seats said this was a ticketmaster issue as the tickets showed transfer, I told her they transfer stolen tickets how can that be legal. I mentioned they had plenty of opportunity to investigate and wanted a refund to what she said no, ticket master says vivid is responsible. Evidence attached.

  

  Business Response

  Date: 03/14/2025

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

  Customer Answer

  Date: 03/19/2025

   
  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,
  
  Haysebell ********

• Initial Complaint

  Date:03/05/2025

  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 to see Rock of Ages through Vivid Seats on February 25, 2025, which is a musical services by Merely Players in our town of *******, *********. We purchased 5 tickets total in 2 separate transactions. The total cost is $271.19 for all five tickets. Transaction number ******** totals $207.28 and transaction number ******** totals $63.91. We found out that our daughter made the state hockey tournament in another town and that we would not be in town on March 16, 2025 the date of the musical. The musical was scheduled for March 16, 2025 at 1 p.m. I contacted Merely Players via email and telephone and they responded with an email stating that they refunded Vivid Seats with the money and sent me proof. Then, I called Vivid Seats on March 4, 2025, the same day I got the email and Vivid Seats indicated that they would not give us the money. Now Vivid Seats has double payment, from myself and from Merely players. I am asking for my money back. 

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This site is not an authorized seller of tickets for the ******************* ******* or ********. They are selling tickets at twice the price. They have no way of contact, I have called multiple times, emailed and used their live chat feature. The page they have for selling these tickets is still up despite being told they cannot sell our tickets. This site along with others is operating without permission of the venue and business. This is an urgent matter and I have received no help. Their phone line also states to stay on the line for assistance but then the call gets dropped immediately after. There is no way to reach a live agent.

  

  Business Response

  Date: 03/14/2025

  Thank you for reaching out to us at Vivid Seats, we appreciate this opportunity to address the customer's concerns. However, upon further review it appears the information provided on 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 them 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 us, we encourage them to provide a valid order number or contact our customer service department directly for further assistance. 
  
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought these tickets for a comedy show in *******. At the venue we were denied entry as the names on the ticket didnt match our names. I had earlier reached out to vivid seats as i saw on the ticket the names didnt match and i was told that this wouldnt be problem and that they had verified the ticket. I am now short 185.64$ and i was not allowed to attend the event.

  

  Business Response

  Date: 03/07/2025

  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. 
  
  In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a full resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. Our customer will receive a refund either from their bank or from us depending on the outcome of the dispute. As it currently stands, we consider this matter closed. 

  
  Regards, 
  Vivid Seats

  
  

• Initial Complaint

  Date:03/04/2025

  Type:Delivery 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 a *** event scheduled for 3/8/25. Order was processed and approved. Soon after I received an email stating "We can't accept orders from individuals who attempted to withhold payment for previous ticket orders from us or another company in our industry." No idea what that is about.

  

  Business Response

  Date: 03/12/2025

  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 their purchase attempt, "Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason."
  

  As our customer has noted, their order was cancelled immediately after they submitted the transaction. As was communicated with our customer by email, this charge was never processed. We can confirm that this order was cancelled due to a previous chargeback detected within our system. Our Terms of Use, which can be found on our website, state: "In the event that you dispute a charge and it is determined that the charge was valid and not the result of credit card or other payment fraud, Vivid Seats has the right to... prohibit future purchases from all persons in whose name the credit card accounts exist." If our customer has any additional questions, they are welcome to contact our customer care department.
  

  Regards,
  Vivid Seats

• Initial Complaint

  Date:03/03/2025

  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.

  Problem 1: The Vivid website sold me 6 tickets for exact seats assignments. They charged me 41% service fee per ticket. When I asked them for my tickets they said they do not have my tickets, I would likely not get the seat assignments, and there is a chance that I will never get any tickets. In that case they promised to refund me some money. Problem 2: My daughter and her boyfriend ran into problems and cannot attend the event. I asked Vivid to refund me for 2 tickets. They said no and they would not help me resell them. They told me resell them *********, I have no tickets and I cannot even sell the two extra tickets as they won't give me any tickets to sell.

  

  Business Response

  Date: 03/13/2025

  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. 
  
  It should be noted that 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. As such, ticket delivery dates and time are determined by the individual ticket sellers, not Vivid Seats, based on their assessments of a range of market factors. 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 policy. 
  
  We stand by our Buyer Guarantee but would like to clarify that it does not allow for cancellation upon request. We understand that since the customer's order does not qualify for compensation they would like to resell their tickets on our website. Vivid Seats facilitates fan seller transactions for customers who are eligible under our terms. Restrictions to a customer's reselling eligibility are enforced to ensure our 100% Buyers Guarantee can be maintained for our purchasing customers. At this time we have been in contact with our customer to discussed this matter and consider the claim resolved.  If our customer has any additional concerns regarding either of their orders, we encourage them to reach out to our customer service department so that they may be addressed. 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:03/03/2025

  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.

  On 10/21 6 seats were purchases from Vivid seats for a ************** vs. ******** trailblazers' game on 3/5 in ******, **. Unbeknownst to us the tickets were fraudulently transferred out of our account 4 days later on 10/25. When Vivid seats and Ticketmaster were contacted starting 2/9 an "investigation was initiated"4 calls, and multiple chat sessions on 3/3; two days before the event, we still have no resolution. Charges for ****** and ***** shown on *********** for tickets and insurance (that doesn't cover fraud)Currently also working with *********** for resolution

  

  Business Response

  Date: 03/13/2025

  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. 
  
  During the checkout process, customers are able to view the delivery format for their selected tickets. The selection this customer made was electronic transfer, where sellers transfer the tickets using the platform that the venue has issued tickets through. The customer received an email with instructions on how to access their transfer which also contained a link to claim their tickets. If customers encounter any issues with accessing their tickets through their link, we always welcome them to contact our care team for troubleshooting.  
  
  In this case we confirmed that the customer's ticket transfer was delivered on 10/20/2024 and maintain that the link sent was valid. While we understand and regret that the customer may have experienced issues accessing their tickets, as Vivid Seats is not associated with any venue or primary ticket market, the issues experienced by the customer were outside our purview. Prior to receiving this claim we offered our customer replacement tickets for their event as a one-time courtesy. Please note that the replacements were provided in the interest of customer service and were not necessarily meant to comparably fulfill the original order 
  
  While we recognize that our customer has remained dissatisfied with our resolution, at no point did the order qualify for cancellation or compensation. We would lastly like to note that in addition to this current claim our customer has filed a dispute with their credit card regarding their order. We encourage our customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding its process or outcome. As it currently stands, we consider this matter closed.
  
  Regards,
  Vivid Seats