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:03/04/2025

  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 

• Initial Complaint

  Date:03/01/2025

  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 concert ticket with the knowledge that it would start at 8:30pm. Only to learn that upon arrival, the event had changed to 10:00pm. I was given no update, no email, and no text that this change had happened. The reason I was able to attend this event was because of the 8:30 time and when it changed, I could no longer make it. It was very unprofessional and they are not cooperating with a refund

  

  Business Response

  Date: 03/12/2025

  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. 
  
  On 12/27/2024 our customer placed an order for two tickets to DJ ********* at The ******. Please note that the scheduled event time when the customer placed their order was *******. As a secondary marketplace, Vivid Seats is not affiliated with any event or venue and takes no part in the decision-making process surrounding the scheduling or line up of any event. As such, we always urge customers to monitor the venue or event website for the most up-to-date information regarding their event. It should be noted that the tickets delivered were valid for entry to the event selected by our customer at the time of purchase. Therefore, our customer's order is considered appropriately fulfilled and does not qualify for compensation. While we understand our customer may not have wished to attend the event time, our Buyer Guarantee does not cover any dissatisfaction the customer may have with their event, 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

• Initial Complaint

  Date:02/28/2025

  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.

  Today, 2/28/25 I purchased tickets on Vivid Seats to a ***** Strings concert in *********, ** I purchased them with the guarantee they would be delivered in time for the show which began at 730pm I waited until 726 and chatted with vivid seats while standing outside the venue. They apparently contacted the seller. And they sent the ticket at 740 pm. 10 minutes after the show began. I still had to accept the tickets. Go through security. And find my seats. Vivid seats GUARANTEES your tickets to be delivered by ********. It was the only reason i purchased tickets. This is the buyer guarantee per the Vivid seats website Your tickets will be delivered before the event We know sometimes you purchase tickets at the last minute, in other cities, or perhaps as soon as the event is announced. In each case, delivering tickets requires skilled coordination and communication. Thats where we excel.We guarantee that your tickets will be delivered in time for the event or your money back.Please note the above...Thats where we excel.We guarantee that your tickets will be delivered in time for the event or your money back.They were not. And the agent on the chat refused to offer any service. I asked for a cancelation before th tickets were sent because the show had already started. And they said they would only refund due to a cancelation. Despite their very own policy being a 100% buyer guarantee. They absolutely did not meet their own policy. And i would like my order refunded. My order number is ******** And the purchase price is $131.70 Thank you so much

  

  Business Response

  Date: 03/12/2025

  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.
  
  It should be noted that the buyer purchased tickets at 7:12 P.M. for an event set to take place at 7:30 P.M. that same evening. We take every measure to ensure that tickets are delivered in a timely manner; however it must be noted that depending on the delivery method of the selected tickets, time may be necessary for tickets to be transferred. Vivid Seats has been in contact with our customer and has extended a resolution in the interest of customer service. We are pleased to have reached an amicable resolution and, at this time, consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:02/28/2025

  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.

  On 02/03/25 through an online transaction on ************************ (Order #********), I purchased two tickets to the Dallas Open Tennis Tournament in ******, **. The tickets were for an event taking place later that same evening. I purchased Section 129, Row 2 tickets. I ultimately received Section 129, Row 3 tickets. This created confusion and a problem at the event.During the event, I logged into my account and notified ********************** of the issue via an online chat session. The online *** told me after his research, he determined I actually received an upgrade, which is untrue. Row 2 is a better seat than row 3. They refused to admit fault and continued to state the tickets I received were better than what I purchased. Due to connectivity issues during the event, my chat session disconnected numerous times. I followed up with an email protesting their statement that Row 3 is a better seat than Row 2.On 02/20/25 I received a phone call from someone with their escalation department. She stated they would offer me $50 store credit and that was the best they she would do. I asked her to log into the seat map and see for herself that Row 3 was higher in the section than Row 2. She stated because the event had ended, she was unable to view the seat map. She forcefully stated that I should just take the $50. She stated she knew I couldn't get anything more than that. I protested and explained I did not received what I bought. She admitted she had not researched my issue at all prior to calling. I asked numerous times on the call how she could claim Row 3 was a better seat than Row 2, but she couldn't produce a reason. She continued pressuring me to the the $50, but I declined and asked they research the issue properly. I encourage you to pull the call log and listen to the recording. I followed up that call with an email later that same day, stating I was concerned how my issue was being handled. As of 2/28/25, I have not received a response.

  

  Business Response

  Date: 03/10/2025

  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. 
  
  Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. As such, prior to receiving this complaint we had opened an investigation into the matter regarding our customer's tickets. In reference to the customer's claim that the tickets they received were inaccurate, we can confirm an alternative seat location was provided. However, in this case the venue determined there to be sightline issues with the build of the court, and the customer's ********************** were accordingly relocated to a comparable location, as dictated by the venue. It should be made clear that the relocation was controlled entirely by the venue and event production, not Vivid Seats. Please note that upon conclusion of that investigation we thoroughly discussed this matter with our customer to address their concern 
  
  As a secondary marketplace Vivid Seats does not have a direct relationship with any event or venue and as such, some issues may fall outside the purview of Vivid Seats. We regret that our customer was dissatisfied with the tickets they received; however, the seats delivered were the designated replacements provided by the venue. As it stands our customer was provided valid tickets to their event and all aspects of this matter were handled in accordance with our terms of sale, which the customer agreed to at the time of purchase. At this time we consider this matter closed. If our customer has any further concerns we encourage them to contact the customer care team.  
  
  Regards,
  Vivid Seats  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23002500
  
  I am rejecting this response because:

  I did not receive what I purchased. An acceptable form of handling the seat change would have been to notify me of the inability to obtain tickets in the seats I purchased. I could have had the opportunity to decline the change and receive a refund.

  Instead, you took weeks to research the issue and then have someone finally call and strong arm me into accepting $50 in credit. Again, I was told the call was recorded. Did you review it? Can you provide me a copy of it?

  Either way, this could have been handled better, and I should have been offered a refund. I reject your response and request a full refund.

   

  Sincerely,
  
  Usud ****

  

  Business Response

  Date: 03/18/2025

  Thank you for responding. We appreciate the opportunity to continue to address our customer's concerns. As a secondary marketplace Vivid Seats is not affiliated with the event or venue and does not generate tickets as a primary box office. Since we merely act as an intermediary between customers and sellers ********************** has taken no part in the decision-making process surrounding the alteration of the venue seating. In the case of a complications with an event's organization, refunds cannot be guaranteed as the sellers whose tickets were sold on our platform were not, and may not be able to be, refunded by the box offices or primary markets from which they originally purchased. We would like to reiterate that the compensation provided to our customer was given only as a courtesy and in the interest of customer service. The order in question does not, and did not at any point, qualify for cancellation or additional compensation. While we regret that our customer was dissatisfied with the seating provided by the event, since this matter falls outside the purview of Vivid Seats, no further resolution may be provided. As it stands we consider this matter closed.  
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:02/27/2025

  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.

  I paid $68.91 for an event advertised to be on 2/22/25 at 8:30pm. When we arrived at the event we were told by security that the event had been falsely advertised at an earlier time, and would actually start at 10pm and go on to 3 am. Multiple people had been turned away due to this error. In viewing my ticket I noticed there was a change in time on the ticket I downloaded from the site earlier that morning than the time listed on app. I contacted Vivid tickets about the issue as I was unable to attend the concert as I did not have transportation to return home safely at 3 am. Vivid tickets failed to respond to my request. They advertise on their website to have valid and authentic tickets however my ticket was not advertised for the correct time leading me to spend money and time in vain for an event I would not be able to go to. Had I known the correct time I would not have bought my ticket

  

  Business Response

  Date: 03/11/2025

  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, we are committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process. 
  
  
  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 enforce an all sales are final policya standard throughout the industry. Our sales policies, including our all sales are final policy, are disclosed throughout the purchase processfrom a notice on every ticket page to a sales terms statement displayed at checkout with the message All sales are final. All prices are listed in US Dollars (USD). 
  
  
  Our customer claims they their event for DJ ********* (21+ Event), was listed with the incorrect time. Please note that as a secondary marketplace Vivid Seats does not control the time and date of an event. The primary marketplace, such as the venues, oversees those aspects within an event. It is also important to note that time and dates are subject to change as stated in our terms and conditions, which our customer agreed to during purchase: Event date, times, venue and subject matter may change. We are not always notified if a show is postponed, rescheduled or canceled. It is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event. 
  
  
  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 order, we encourage them to reach out to our customer service department so that they may be addressed.  
  
  
  
  Regards, 
  Vivid Seats 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23000426
  
  I am rejecting this response because:
  
  As a service provider it is your responsibility to inform participants going to the venue of any time changes so people can make arrangements accordingly. No one was notified of any changes and no one had any means to identify any changes that were made in order to attend the event. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/19/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification. As previously stated, Vivid Seats does not control the time and date of an event. The primary marketplace, such as the venues, oversees those aspects within an event. As previously stated, it is also important to note that time and dates are subject to change as stated in our terms and conditions, which our customer agreed to during purchase: Event date, times, venue and subject matter may change. We are not always notified if a show is postponed, rescheduled or canceled. It is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event. 
  
  At this time, we continue to consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to the customer service department so that they may be addressed.  
  
  
  Regards, 
  Vivid Seats 
  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23000426
  
  I am rejecting this response because:
  
  on your one website you offer buyer guarantee that the tickets purchased are authentic and accurate, neither of which are true. 
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/27/2025

  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.

  After reviewing my credit card statement, I realized there was an unauthorized charge from Vivid Seats on it after further review a separate card through a separate bank alsohad an unrecognized unauthorized charge from Vivid Seats. I contacted them to let them know someone must have hacked my account, but they were unwilling to do anything. I also contacted my bank Who attempted to retrieve the funds from Vivid Seats, but failed.

  

  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 the verification process for orders placed on our site.    
  
  Once an order is placed on our site it is reviewed for potential fraudulent activity. Orders are only confirmed if no evidence of fraud is found. In this case the customer reported that they did not place the order in question. However, all identity information provided on the order corresponds with customer's information. After review of the order no evidence of fraudulent activity was detected in this case. As it stands we are unable to offer a refund for this order and must adhere to an all sales are final" policy. In addition to this claim the 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 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22999139
  
  I am rejecting this response because:

  I should not have to pay for fraud. Something I did not receive  

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

  

  Business Response

  Date: 03/14/2025

  Thank you for responding. We appreciate the opportunity to continue to address our customer's concern and clarify our policy. Please note that once an order is placed on our site it is reviewed for potential fraudulent activity. Orders are only confirmed if no evidence of fraud is found. In this case the customer reported that they did not place the order in question. However, all identifying information provided on the order corresponds with customer's information. As such no evidence of fraudulent activity was detected in this case. As it stands we are unable to offer a refund for this order and must adhere to an all sales are final" policya standard throughout the industry. If the customer has any additional concerns regarding their order we recommend they contact our customer service team.   
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22999139
  
  I am rejecting this response because:

  I contacted customer service prior to this complaint. Zero assistance was offered. They wouldnt even assist in deleting my account. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/24/2025

  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've tried multiple times to accept tickets to a ******************** game. When it was time to accept my tickets, I got an error message. Vivid then told me we had to try a different email address and that they would re-request the seller send the tickets again. Some time went by, and when I inquired as to the status Vivid basically told me everything should have been in order the first time and, ultimately, to contact Ticketmaster. I did so, and Ticketmaster told me there was nothing they could do and that I had to contact Vivid. So we have both companies blaming each other.

  

  Business Response

  Date: 03/06/2025

  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 this case our customer's tickets were delivered on 2/19/2025. A ticket transfer email was sent to the email address entered by the customer at the time of purchase and contained a link the customer should follow to accept their tickets. A clear and detailed explanation of this process was also provided in the email sent to the customer. In an effort to resolve the customer's concern, the original ticket holder was contacted and proof that our customer had properly accepted their ticket transfer was obtained. 
  
  Once a ticket transfer is accepted it is under the sole possession and control of the customer rather than the original ticket holder or Vivid Seats. Provided this information, our customer's order was considered fulfilled in accordance with both our Buyer Guarantee and all agreed upon terms and conditions. As it presently stands, the customer's order does not qualify for compensation and we consider this matter closed. We appreciate the customer's understanding throughout this 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: 03/06/2025

   
  Complaint: 22985044
  
  I am rejecting this response because:

  What they say isn't even true. They contacted the seller the second time to get him to send the tickets through a second email address. Then they acted like that never happened even though it's in writing, in the original email that I sent. They have a system that interfaces really poorly with Ticketmaster and is their fault. The tickets were never delivered plain and simple. They can consider it resolved but it's not.

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

  

  Business Response

  Date: 03/14/2025

  Thank you for reaching out once more. We appreciate the continued opportunity to further address our customer's concerns. ********************** facilitates thousands of successful ticket transfers each day with satisfied customers, so we are confident of the efficacy of our processes. In this case, tickets for our customer's event were transferred electronically through a third-party platform to the email address associated with their order. Prior to receiving this claim we have spoken with our customer and attempted to troubleshoot their concern. Please note that any request to retransfer the tickets cannot be guaranteed as the order was considered appropriately fulfilled when the tickets were originally transferred on 2/19/2025.
  
  
  While we understand and regret that the customer may have experienced issues locating or accessing their transferred tickets, Vivid Seats is not associated with the third-party platform through which the tickets are sent. As such, the issues experienced by the customer were outside the control of **********************. As it presently stands, the customer's order does not qualify for compensation and we consider this matter closed. If our customer has any further questions regarding their order, we continue to encourage them to contact our customer care team.
  
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22985044
  
  I am rejecting this response because: I tried contacting the customer care team. They stopped responding.

  Also notice how the response from the business side-steps the issue on their prior misrepresentation about how they said they'd try a second email account and never did. In other words, they're not truthful. This is just some ***** response written by a PR or HR person and it fails to address my concerns. Whilst the technical team has stopped responding. This is totally unsat. At least don't lie, even if you're going to deny something is wrong.

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

• Initial Complaint

  Date:02/24/2025

  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 to a concert for ********* & The Black Crows in *******, ** from Vivid Seats, a ticket reseller. I bought them in 2023 & the concert was first delayed over a year, then eventually cancelled since ****** ***** was due for Throat surgery. I had a best friend in *******, ** die, unable to attend with me, though that is not why I'm requesting the refund. The refund was authorized by the management company of *********. I requested the refund from ***************************** insisted on sending it to a closed bank account that is negative. I have to sue another company for sending it negative due to fraudulent charges. Vivid Seats refused to change the account though. They said if it's closed & it fails to post it will be returned to *********** can then send it to a ****** account. I was very upset by this in the first place, I insisted they don't send it to the ************** I had purchased it with, both had been closed nearly a year. The card was no longer valid. They insisted, as I said. So they did send it to a ******************* account that was closed & negative. Now I have been struggling with Vystar for them to locate the refund. Vivid seats gave me a tracking number for the refund in addition to the order #. Vystar requests the full card #, which I don't know, there are 4 digits I can't recall or find & Vivid Seats like any business, isn't going to provide them. Plus the tracking # that Vivid seats provided Acquirer Number: ********* doesn't help Vystar find the refund. They say they cannot find the refund to reject it. I don't want the refund to post to Vystar, it can't since it's closed & it will go into a negative hole. The Order # is listed below: **********. I insist that ******************************* figure this out or communicate to provide the full card # I know the last 4 ********** the others are the same for all *********** cards. I can't believe Vystar doesn't know a card # they provided!

  

  Business Response

  Date: 03/06/2025

  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. 
  
  Although our customer claims they have not been refunded for their cancelled event, that is inaccurate. Please note that on 8/7/24  our customer contacted us asking for a refund for their order. Our agents explained that a refund would be issued to their original payment method and we notified our customer via email for confirmation. At this time, our records show that our customer indeed was refunded for their order and no contact has ever been sent saying that the funds were not processed or bounced back due to the account being closed. As such, we consider this matter resolved. We appreciate our customers understanding.  
  
    
  
  Regards,    
  Vivid Seats