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:02/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Request for Full Refund Order #******* Dear Vivid Seats,I am reaching out regarding my purchase of Killer **** concert tickets through *** on January 13, 2025. The *** order number is *******, and the total purchase amount was $285.99.On January 16, 2025, the day of the concert, I contacted *** via email to request my tickets. I have attached the email for your review. After multiple communications with *** regarding a refund, I was informed that your company was the actual seller of the tickets and that you are the only entity authorized to process a refund. However, at the time of purchase, I was not made aware that the transaction would be handled by your company, as I completed the purchase through ***.Upon contacting Vivid Seats customer service, I was informed that I am not eligible for a refund because the tickets were marked as delivered. However, I never received the tickets via email or text. Given that I was unable to attend the event due to this issueand considering it was meant to be a celebration of my birthdayI am requesting a full refund for the purchase.Please let me know how we can resolve this matter as soon as possible. I appreciate your prompt attention to this ********** regards, ******* **********

  

  Business Response

  Date: 03/05/2025

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

• Initial Complaint

  Date:02/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 tickets for a concert last night. It was admittedly last minute (we were at the entrance to the theater), but I was convinced by the company's advertisement of "100% Buyer Guarantee" if the tickets are not delivered before the start of the event. After purchasing the tickets, I continued to update the company's App which showed first that the purchase was "Confirmed" but then unfortunately after the event started (see timestamp of screenshot), the status changed to "Action Required". I kept checking the "Delivery Info" and the link for "When will I receive my tickets?" does not work. I did not receive the tickets in time and was unable to attend the concert. I believe the company should stand by their guarantee, which is what convinced me to make the purchase in the first place, and honor the refund.

  

  Business Response

  Date: 03/05/2025

  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 placed their order on 2/22/2025 7:51 PM PST for The Lumineers, which took place on 2/22/2025 at 8:00 PM PST. The ticket delivery method for the event that our customer selected was AXS, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When AXS Seats tickets that are purchased on a primary market website are resold on the secondary market, the seller will transfer the tickets from their account to the new buyer through the website they were originally purchased on. Once our customer creates their AXS ********************** account with the same email address used to place their order, the tickets are no longer in the sellers account and therefore not able to be retransferred. When the tickets are in our customers account, they have sole access to and control of the tickets. Ultimately, our records indicate our customer was sent their ticket transfer on 2/22/2025 at 7:59 PM PST to their originally provided email address; thus, we maintain our customers order was fulfilled within our Buyers Guarantee.
  
  Regards, 
  
  Vivid Seats 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22979923
  
  I am rejecting this response because: the business asserts in their response that "the ticket delivery method for the event that our customer selected was AXS", which is not true. I was only presented with a single option for delivery method and that was "Mobile Tickets", which is what I selected, without any indication that the mobile tickets would be transferred via *** or any other 3rd party. I was constantly trying to refresh the screen on the Vivid Seats app after the purchase, and trying to click on the link for "When will I receive my tickets?" that was displayed on the order, and did not seem to work because clicking the link did not elicit any type of response in the app.  This was stressful and frustrating as we were standing at the entrance of the venue hoping to get these last-minute tickets for the concert. After the concert started I continued to see the alert "Action Required!" on my order within the Vivid Seats App, but there were no indications anywhere in the App or on the Order about what the actual Actions were that were needed to complete the transfer of the tickets. After some time of frustration, we left disappointed.  At best, this is an issue with poor user interface design and lack of communication regarding specifics of ticket delivery, and at worst this is a scam that preys on event-goers who think there's an opportunity for getting last-minute tickets that will ultimately not be delivered on time.  Either way we were extremely disappointed at having missed the concert after journeying to the venue and paying over $200 for tickets at the door that were not delivered in a way we were able to see/access them.
  
  Sincerely,
  
  *********** ******

  

  Business Response

  Date: 03/12/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence. If our customer has additional concerns outside of the scope of this specific complaint, we encourage them to contact our customer care team directly so that they may be addressed. As such, we will continue to consider this matter closed.
  
  Regards,
  
  Vivid Seats

• Initial Complaint

  Date:02/22/2025

  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 had tickets to an event for Saturday February 22, 2025 at 730 pm. I noticed at 1 pm the day of that my tickets had not been delivered. When I called initially they said they couldn't reach the person and that all they could offer is a refund. On their website they claim that they have a "Buyer Guarantee". All that meant, per them, is that I am guaranteed a refund. That is not a buyer guarantee and is both deceptive and fraudulent. To any normal customer, a buyer guarantee implies that you can get tickets to the event you bought not that if they s**** up you get your money back, which you should!Ultimately, they had no recourse for me, had no way to resolve the issue and frankly should not under any circumstance be allowed to fraudulently claim some sort of buyer guarantee. They should be fined in instances like this and be required to provide a penalty to customers rather than some nonesense bout a credit. Why would I want a credit if this is how things work at this company.

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use. 
  
  As a secondary marketplace, Vivid Seats is not affiliated with the event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All orders placed on our site are subject to seller confirmation and ticket availability. On the rare occasion where a seller is unable to fulfill an order, we work to fix it in time for the event, or if necessary, fully compensate the customer as detailed in our Sales Terms and Conditions. In this case as the seller was unable to fulfill the order and the customer's order was accordingly cancelled and refunded. As this resolution complies with both our 100% Buyer Guarantee and all agreed upon terms no alternative tickets or further resolution may be provided for this order. As it stands we consider this matter closed.  
  
  Regards, 
  
  Vivid Seats  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22977735
  
  I am rejecting this response because it does not actually respond to the fact that (i) no one notified me the day before that my tickets had arrive nor was any action taken to understand why this was the case contrary to Vivid's policy, (ii) there has been no clarification or explanation of the term buyer guarantee which is deceptive in that it implies something beyond a contractual agreement i.e. there is no actual guarantee of anything and (iii) there has been no explanation or acknowledgement that giving $100 credit to use on a fraudulent site that cannot actually guarantee delivery of tickets is both not acceptable or an adequate resolution.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/11/2025

  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:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wrongful information

  

  Business Response

  Date: 03/03/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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 in this case the customer has not provided any information or concern in their claim regarding their order. However, we can confirm that prior to receiving this complaint we opened an investigation into this customer's order. At the closure of that investigation we thoroughly discussed the investigation results with our customer. If the customer has any specific questions or concerns they would like addressed, we encourage them to contact our customer care team. 
  
  Regards,
  Vivid Seats 
  

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An order was placed by accident. I went on the online customer service chat, explained my situation, and asked for a refund. The agent agreed to my refund and to expect an email from the company the next day showing the processed refund. When I did not get the email, I returned to the online customer service chat and asked for an update. They told me they would not refund me, but that they would elevate my complaint to their investigatory agent, and to expect an email. A few days later, I still did not hear anything, so I went back to the customer service chat again. They told me I would not be getting a refund, and refused to forward me to their supervisor to give me information on where I could file a complaint with the company. Two of the three agents I spoke to lied to me and one blew me off and suggested I re-sell the accidentally purchased tickets on their website!

  

  Business Response

  Date: 03/03/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. We have reviewed our customer's order and a cancelation and refund have been submitted to their original payment method. We are pleased to have provided 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 

  Customer Answer

  Date: 03/03/2025

   
  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:02/19/2025

  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 went online to purchase tickets from Ticketmaster for the Jelly Roll concert. I was taken to Vivid Seats by the search engine and not Ticketmaster. Vivid Seats was masquerading as Ticketmaster and was advertising as selling tickets to the concert. I purchased 2 tickets to a specific seat in a specific section and thought I was purchasing through Ticketmaster. After the purchase- I received a receipt to my inbox. It became clear I did not purchase tickets through ************. This concert was not even for sale. There were no seats to sell. I immediately emailed Vivid Seats customer service to request a refund. I did an online chat and was told by the agent that yes- they masquerade as Ticketmaster. Yes- they would refund me. They never did. They ended up giving me Different seats in a Different section at a price TWICE as high as what I would have paid through Ticketmaster. I purchased the tickets on 11/20/24 and they were not received until 11/27/24 and were not what I ordered. They never refunded my money after the initial promise to refund- which I saved as a screenshot. They are deceptive in their practices and fraudulent in their sales techniques.

  

  Business Response

  Date: 02/27/2025

    
  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.    
  
  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 Post ****** with Jelly Roll they continued to the Login page which displayed a detailed order summary on the right side. 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 $981.92 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 $981.92. 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 our agent thoroughly discussed this matter with our customer and explained that they would notate their request for a refund and should internal team approve a refund, they would be notified. However, our customer's order does not qualify for cancellation 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: 02/27/2025

   
  Complaint: 22961052
  
  Response rejected

  
  Dear Vivid Seats Representative, 
  
  
  I appreciate your response; however, I must strongly dispute several of your claims regarding the transparency of your purchasing process and the legitimacy of this transaction.
  1. Misleading and Deceptive Checkout Process
  The language you reference regarding pricing, service fees, and the all sales are final policy was not clearly presented at any point during my checkout process. As a well-educated consumer, I carefully review purchase details before finalizing transactions, yet this information was either buried, obscured, or omitted. If a consumer with my level of experience could not identify this information, it is clear that your platform does not present it in a transparent manner.
  2. Intentional Misrepresentation of Ticket Availability
  Your platform allowed me to purchase tickets for an event that was not yet on sale. The seller from whom I supposedly purchased tickets had no actual tickets to sell at the time of my purchase. This raises serious ethical and potentially legal concerns regarding the legitimacy of your marketplace. Selling something that does not yet exist is not only deceptive but could also constitute fraud.
  3. Misrepresentation as Ticketmaster
  Your companys design and customer interactions appear to masquerade as Ticketmaster, leading consumers to believe they are purchasing from an official, primary marketplace. Even one of your own customer service representatives admitted to me via text that this is a known issue. If Vivid Seats is truly a legitimate and ethical business, it should not rely on tactics that mislead consumers into thinking they are purchasing from a primary seller.
  4. Failure to Deliver Purchased Product
  At the completion of my purchase, I was not provided with tickets. Instead, I received an email stating that I would not receive my tickets until June, which is when I realized something was wrong. If I had actually purchased tickets, I should have received them immediately or at least had confirmation of seat assignments. This further proves that no actual tickets were secured at the time of purchase.
  
  
  Given these points, this transaction was not conducted in a fair, transparent, or ethical manner. I am formally requesting a full refund based on the following:
        Lack of clear disclosure regarding pricing and policies.
        The sale of tickets for an event that was not yet officially on sale.
        Misleading practices that led me to believe I was purchasing from Ticketmaster.
        Failure to immediately deliver the purchased product, further proving the nonexistence of the tickets at the time of sale.
  
  
  If this matter is not resolved, I will have no choice but to escalate my complaint to my credit card provider, consumer protection agencies, and any relevant regulatory bodies. I expect a response detailing how Vivid Seats intends to rectify this issue.
  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/07/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification. Although our customer claims that the pricing or our "all sales final" policy was not clearly disclosed during checkout, that is inaccurate. As previously stated, when our customer selected the tickets they were interested in, they were taken 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 $981.92 highlighted in bold text. Our customer also checked the box acknowledging and agreeing to all our policies, including our "all sales are final" policy. Moreover, our customer 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 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 disclosure states" you are aware that you are making a purchase on a resale marketplace and may be paying above face value for your tickets."?It should also be noted that our customer purchased tickets that were part of our Seat Saver program and this was displayed on the listing notes that were present during checkout for the customer's review. The notes said "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." Thus, we maintain that our customer will receive valid tickets in time for their event, which will take place of on 7/1/25. As such, we consider this matter closed. 
  
   
  Regards, 
  Vivid Seats 
  
    

• Initial Complaint

  Date:02/18/2025

  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.

  July ******* I spent ****** on tickets for a show for my mother in laws birthday on vivid seats . I emailed numerous times about when I would receive my tickets . I was told via email I would guarantee have my tickets November 29 do not worry for the 12/1 show . 12/1 I still did not receive tickets . I emailed in the morning with no reply and then one hour before the show i was sent tickets . By this time i had to purchase new tickets from another vendor because we live farther then one hour from the venue and couldnt chance showing up and not being able to get in . I explained this and sent vivid seats numerous emails with intent for them to resolve and they said theres nothing they can do they can even send tickets just a minute prior to a show . This is absolutely terrible business . I contacted my credit card company and they said I needed to reach out to the BBB .

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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. 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 ***** ******************** and National Lampoons Christmas Vacation Screening, 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. The final landing page of our checkout process displays an order summary including all event details and the option to view an itemization of charges before placing their order. Beneath the payment information the total charge of $746.60 was displayed in large bold text. Lower on the screen and just above the Place Order button was  the message, "By placing order, you agree to our sales terms and Reward Program terms. All sales are final and are in USD." By selecting Place Order our customer agreed to our sales term as they apply to their completed order. 
  

  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. It should be noted, tickets for our customer's event were transferred electronically through a third-party platform to the email address they provided during checkout on 12/1/24 at 4:11 PM CST. Because our customers are purchasing tickets listed by individual resellers, we must ensure that our policies are fair to both parties. This means that while we secure the delivery and validity of tickets, we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. 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: 02/28/2025

   
  Complaint: 22959689
  
  I am rejecting this response because:
  
  

  I actually did not have tickets with assigned seat numbers when they were purchased and so this violates your own purchase rule which you mentioned . My financial institute is the one who recommended me bring this to the BBB . There should be a rule where tickets are received before the event within 24 hours because an hour before a show is unacceptable . So I had no guaranteed seats on my ticket which made me even more concerned, a guarantee by three of your employees it would be there by the 29th of November  and no tickets which I had Purchased 6 months prior . The fact that tickets are given an hour before a show is unacceptable, especially for someone who is driving a long distance . In the meantime I had to purchase tickets from stubhub for an additional 400$ . At minimum the difference should be refunded . 

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/10/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. As previously stated, 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. 
  

  Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence. We encourage our customer to contact their financial institution with any questions regarding the process or outcome of their dispute. As such, we will continue to consider this matter closed.
  

  Regards,
  Vivid Seats
  

  
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22959689
  
  I am rejecting this response because: besides the information provided you clearly didnt reply to the fact that you stated I would be assigned a seat number and section at time of purchase and I was not . This face made me skeptical to receive my tickets further and I was concerned henceforth my numerous emails all with unsatisfactory replies same as you are providing right now by not responding to the issues at hand . 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/18/2025

  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.

  Re: Vivid seats Order #********;I need to have the tickets for the ******* home opener game on March 27th of this year that I purchased from Vivid seats transferred to my *** Ballpark app, so that I can add them to my Apple wallet and thus, no cellular or internet connection is required to gain entry to the event. The tickets are currently only able to be accessed via the Vivid seats app, which requires a network connection. Given inconsistent cellular and internet coverage in the LA area due to the aftermath of the wildfires in combination with the ******+ people who will be attending the game, I cannot rely upon an app that requires a network connection given that it carries the risk of not working at the event. Calling customer service will also not be possible, if that were to take place given that if I have no network connection, I cannot place a call to them.Moreover, the guarantee will not apply, since I was technically sent the tickets and that the inability to access the tickets due to local network issues is not covered within the plain text of the guarantee. Further, prior to purchasing the tickets, there was no disclaimer that the tickets could only be accessed via the Vivid seats app, which, again, is a problem given that the Vivid seats app requires an internet and/or cellular connection to access, while tickets stored on an Apple wallet do not. For the reasons stated above, that is risky due to inconsistent coverage throughout *********. From the time that I purchased the tickets in December, I have called the offshore call center at least ************************************************************************* some cases, have been flat out lied to. People lie, recordings do not - go have a listen, if you do not believe me. I have also requested to speak to the specialized team/a supervisor each and every time that Ive called, I was told that theyd reach out via email, but they never have, despite it being almost three months.

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use. 
  
  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each dayand each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their eventand that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. In this case the seller has informed a direct e

  lectronic transfer will be processed closer to the event date. 
  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 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22958635
  
  I am rejecting this response because:  Vivid Seats called me but could not guarantee that the tickets would be sent to my *** Ballpark app prior to March 25, 2025.  I have to book a hotel, driver, etc. well before March 25, 2025 and if the tickets do not show up, I am out my hotel, driver, etc. costs.  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/07/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence. If our customer has additional concerns outside of the scope of this specific complaint, we encourage them to contact our customer care team directly so that they may be addressed. As such, we will continue to consider this matter closed.
  
  Regards,
  
  Vivid Seats

  Customer Answer

  Date: 03/08/2025

   Complaint: 22958635

  Anonymous, 

  I am rejecting this response because:

  
  Yes, I have reiterated the points of concern in my initial complaint because youve yet to address any of them. Despite your claims to the contrary, you have not addressed a single point I have raised.  Namely, I need the tickets transferred to my *** Ballpark app like every single solitary other vendor does. You have no position - you simply falsely state that weve reached a resolution; we have not reached a resolution. And, we will not reach a resolution until the Vivid Seats tickets have been sent to my *** Ballpark app. You sent me a $100 credit that can be used on a future purchase (that I will never use), that is not a resolution whatsoever. Likewise, NOWHERE in your terms of sale did it state that the tickets would not be sent to my *** Ballpark app. You have yet to address why the tickets have not been sent to my *** Ballpark App.  Instead, you just brag about yourself and make conclusory statements. Your reputation is not even close to what you claim, and it is not relevant to this situation. 
  
  The telephone customer service team has been of no assistance. If they had been, I would not have filed this complaint with the BBB. In fact, one of your telephone customer service team members admitted that I had frequently (and purposefully to get me off of the phone)  been given false information by your **** over the course of months - unlike your other phone ****, at least he was honest.  
  

   Speaking of reiteration (since my points seemingly allude you, and thus, you dismiss them), this matter is not closed.  You continue to refuse to address the singular concern that I have that beget me contacting the BBB: when will the Vivid Seats tickets be sent to my *** Ballpark app?   Will they ever be sent to my *** Ballpark app?   Every single other third-party vendor does this immediately.  For whatever reasons, you refuse to do so and dismiss my claims in a remarkably officious tone. Send my tickets to the *** Ballpark. 

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased on 02/16 what I thought was two tickets to H**** Kitchen broadway show. We.were visiting ***. I realized about an hour after placing my order it was only 1 ticket. I immediately called the company to see what could be done. To my surprise nothing. I understand all sales are final however this ticket was useless as I traveled with my spouse and we wanted to sit together. They suggested I sell the ticket. They sent me the ticket at 4:25 pm not giving me much time to sell the ticket as the show started at 730. I am not from the area so didn't know ow people I could just call up. I now am out the cost of the ticket which has created a burden. Both **** I spoke with were not very compassionate and told me they could do nothing. The customer service was very poor. This was a very unfortunate mistake as most ticket sites ask you in the beginning hw many tickets or default to 2. It was my first time using this platform.

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use. 
  
  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 H**** Kitchen, they were presented with the section, row, and total price per ticket. After selecting the ticket quantity our customer was prompted to click the Checkout button, where they were taken through the checkout process. During this process they were required to input their payment method, billing address, contact information and to either accept or decline insurance. The total charge of $182.30 was shown on screen directly below the payment section. Please note that an itemized breakdown can be seen by tapping the "Pricing Details" option. The customer could scroll down this same page to view the rewards they would be earning and to either accept or decline ticket insurance. Under the "Confirm and Place Order" section our customer was presented with the message: "By clicking "Place order", you agree to the Terms of Use and to the Rewards Program terms and conditions and confirm that you are aware that you are making a purchase on a resale marketplace and may be paying above face value for your tickets. Your credit card will be charged $182.30. All prices in USD. All sales are final." By selecting Place Order our customer agreed to our sales term as they apply to their completed order.    
  
  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. Since the order details were selected and confirmed by our customer, their order does not qualify for compensation. If our customer has any other concerns regarding their order we encourage them to contact our customer care team for further assistance.  
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22950075
  
  I am rejecting this response because:

  This was an error and the fact that I called right away proves even further. I also live 300 miles from the event so if j only needed 1 ticket I would of only need 1 the entire time. I purchased 2 additional tickets from Ticketmaster so my spouse and I could enjoy the show together. I have contacted my bank regarding this charge since their very scripted reply took 2 weeks. They also claim they are confident in their checkout process however have many online complaints similar to mine. 

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

  

  Business Response

  Date: 03/07/2025

  Thank you for this additional response and the opportunity to once again clarify our policy surrounding the customer's concern. As previously stated, ********************** operates as a secondary marketplace and therefore is not affiliated with the event or venue and does not generate tickets as a primary box office. Because we merely act as an intermediary between fans and ticket holders, we must ensure that our policies are fair to both parties. Please note that Vivid Seats honors a 100% Buyer Guarantee which ensures that valid tickets will arrive on time for the customer's event. However, our guarantee does not cover any dissatisfaction the customer may have with the order, nor has it ever allowed for cancellation upon request.  
  
  As noted in the customer's response, in addition to this current claim, they have filed a dispute with their credit card regarding their 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. We appreciate our customer's understanding throughout this matter and we will continue to honor the terms to which they agreed when placing their order. We now consider this matter closed. 
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22950075
  
  I am rejecting this response because:

  The internet is littered with complaints against this company for this type of complaint. There allegations are untrue. As I visited the box office the nifht of the show about the matter and they let me know vivid could of reached out and they would of got me seats with 2 tickets and my business could've stayed. If you weren't a shady company with disrespectful customer service agents this could've been rectified to mine and the company's satisfaction without having to dispute and file claims. This is a company issue not an ****** issue 

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

• Initial Complaint

  Date:02/15/2025

  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 Tickets sold me tickets which did not include the $50 in seat food coupons for 4 people. I request to receive a $200.00 refund from Vivid Tickets. Order number ********

  

  Business Response

  Date: 02/25/2025

  Thank you for reaching out to us regarding this matter. Please note that when we received this claim we reviewed the order and confirmed the issue and we follow up with the seller. As a secondary marketplace Vivid Seats is not affiliated with any box office or venue, therefore we require seller cooperation in order to investigate claims such as the one made by our customer. 
  
  At this time, we have been in contact with our customer and issued a refund of $200. As such, we consider this matter resolved. If our customer has questions regarding the funds, we recommend they contact their financial institution.
   
  
  Regards, 
  Vivid Seats