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:02/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  View Details 06/25/24VIVID SEATS **** MENS ************ IL **** Final Four Championshhip game at the Alamodome in *********** on April 7, *********************** Entertainment$2,181.20 I have requested the tickets be sent to me and have not received them as yet.

  

  Business Response

  Date: 02/25/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use. 
  
  As a secondary marketplace, Vivid Seats is not affiliated with any event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. 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 policya standard throughout the industry. However, in accordance with our 100% Buyer Guarantee, tickets for our customer's event will be delivered prior to their event. If our customer has any further questions, we encourage them to contact the customer care team, and watch for updates coming through to the email address associated with their order.   
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 02/28/2025

   
  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:02/14/2025

  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 was charged a hidden and misleading service fee. The fee did not apoear in listed order summsry until after payment information was listed. I was made yo download the vivid seats app which didnt have my final tickets. I also had to reach out to the support team and spend my time to get my final tickets. No final email was shared with link to the final ticket transfer or mention before the oder was completed that the transactioned would be completed through ticket master. There is a deep lack of transparency with vivid seats and a poor quality of services rendered.

  

  Business Response

  Date: 02/24/2025

  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 *** ***** and ********* they were presented with the section, row, and total price per ticket. They were then prompted to click the Go to Checkout button, where they were taken to the checkout page. Here, the event details were reiterated and the the customer was required to confirm the ticket delivery method. The selection our customer made was electronic transfer, where sellers transfer the tickets using the platform that the venue has issued tickets through. After verifying the delivery method the customer selected their payment method and input their billing address and contact information. The customer would see on the righthand side of the checkout page the rewards they would be earning with the purchase, along with an itemized breakdown of any fees and taxes listed above the order total, $534.42. 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 $534.42. 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 noted above, during the checkout process customers are able to view the delivery format for their tickets. Since the selection our customer made was electronic transfer, after their order was confirmed they received an email with instructions on how to access their transferred tickets, as well as a separate email which contains a link to claim the tickets. If a customer does not see the transfer that was sent to the email address they provided at checkout, the email they received with instructions on how to access their tickets advises them to contact our customer care team immediately. In this case we have spoken with our customer and confirmed they properly accessed their transferred tickets. Since the customer had full access to their tickets we consider the order fulfilled in accordance with our 100% Buyers Guarantee. As it stands 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: 02/24/2025

   
  Complaint: 22941495
  
  I am rejecting this response because: your response is only a summary of how the process shpuld work. It does not take into acvount any process failure. In addition the service fee charged did not comr with successful services rendered. No email came from vivid seats or any other vendor with how to access the tickets. I had to file a service request to get this information. Given the high service fee charged it should work with little error or provide financial resolution when it fails.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/28/2025

  Thank you for this response and the opportunity to clarify our policy surrounding the customer's concerns. As previously stated, the Vivid Seats checkout process provides customers with ample opportunity to review all the details of their order prior to completion. On the checkout page our customer was able to review their order details including an itemized description of the charges by selecting the "pricing details". We maintain that this information was available and located directly below the order total on the checkout screen, as it is for all orders placed on our site. 
  
  Vivid Seats 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 to the email address associated with on the order the day after their order was confirmed. During the checkout process, customers are able to view the delivery format for their tickets. The selection our customer made was electronic transfer, where sellers transfer the tickets using the platform that the venue has issued tickets through. This means that on 2/11/2025 the customers received an email with instructions on how to access their tickets, as well as a separate email which contains a link to claim their tickets. If any customer does not see the transfer that was sent to their email prior to the event, the email they received with instructions on how to access their tickets advises them to contact our customer care team. We spoke with our customer on 2/14/2025 and provided assistance with locating their ticket transfer. 
  
  Our records indicate that the original ticket transfer took place on 2/11/2023 and we detect no issues with the original transfer. As such, the customer's order had been considered appropriately fulfilled and as such does not qualify for compensation. As it stands, we assert that the customer's concerns have now been thoroughly addressed. We will continue to consider this matter closed.  
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/4/25 I went on the vividseats website to purchase tickets for the ************. I chose the seats I wanted purchase and went through the check out process. After putting my credit card number in and submitting my purchase a screen popped up saying " we are sorry, this is a popular event, those seats are no longer avaible" so I went back into the site chose different seats and checked out, this time the order went through and it popped up and said "congratulation your order is complete" and provided a reciept. A few minutes later I went on my email and had 2 seperate emails with 2 order numbers confirming my orders and my credit card was charged twice. I meediatly called them and spoke to customer service and explained the story she was polite but said there is nothing they can do because it is a third party site. The next evening I recieved a phone call from Vivid seats explaining that there was an issue with their system and that they would give me a credit for the second order I placed. I agreed and they sent me an email with the credit. After speaking to my husband he asked why they only gave a credit and not our money back since they admitted the problem was with their system. I called the next morning and spoke again to customer service who said they cannot refund the money and their policy is only to give a credit. The amount is over $1000 dollars and they are refusing to aplly that back to my credit card even through they admitted they are at *****. The credit is only good for 6 months.

  

  Business Response

  Date: 02/24/2025

  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. The final landing page of our checkout process displays an order summary including all event details and an itemization of charges before customers place an order. In this case after clicking "Place Order" our customer's first order #******** was submitted and an order confirmation was emailed to the customer at that time. Immediately thereafter the customer searched for additional tickets to the **************** ************. After selecting the new listing they desired a disclaimer appeared to the customer notifying them that they had already completed a purchase for the same event. The customer was required to click to agree that they were aware they had recently placed an order for the same event. The customer then completed the checkout process again agreeing to the terms of sale for their second order. It should be noted that these terms include an "all sales are final" condition which is applicable in this case. 
  
  As our customer has stated, prior to receiving this claim we had been in contact with them and extended a one-time courtesy resolution in the interest of customer service. Please note that the credit offered and accepted by our customer was provided as a courtesy and not as admission of fault. Furthermore, this credit was not only accepted by our customer but was offered in addition to the customer's orders, meaning they also still retained ownership of the tickets purchased for both orders. We maintain the customer was properly made aware they placed two separate orders and as such we consider this matter resolved. If our customer has any additional concerns pertaining to their orders, we encourage them to contact our customer service department. 
   
  Regards, 
  Vivid Seats

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22938472
  
  I am rejecting this response because: I did not see the response from Vivid seats until I recieved this email today.  The response is in fact not what happened.  I placed an order and the site said "sorry, this is a popular event those sets have been purchased, please chose other seats.  I went back and picked and ordered different seats and paid.  When that happened a pop up said "congratulations, you have purchased tickets to this event" (which it did not say the ***** time).  About 30 minutes later I recieved 2 emails with separate numbers and 2 reciepts.  I called and told them what happened, the said there is nothing they can do.  The next night I got a call from thier customer service saying there as a problem with there system and this happened to other people the same day as it happened to me so they would offer me a credit that is goof for 6 months.  I do not want a credit for over $1000 that I must use within 6 months.  I want my money back since this was their error, which customer service stated to me that it was.
  I never recieved a message stating I alrady ordered tickets for that event!
  
  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:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 31st I bought tickets to a venue called the Sylvee in **********, to see a band called DJO. I bought general admission entry, but was sent a VIP upgrade only. It's confusing because the front of the ticket says general admission, but that is only to the VIP club, and you still can't get in to see the concert with it. You need to have both tickets. I was only sent the VIP. I did confirm this with the venue, please see the following email that I received from them: "Hi *******,If this is the only ticket you received, you will not have access to the show. This is only access for the VIP Club, which you need a separate show ticket as well to get to. I would recommend contacting wherever you purchased your ticket for resolution on ********* wishes, *** ******* | ********** Manager FPC LIVE"I attached a screenshot of this email, along with my large amount of emails that I sent to Vivid Seats customer service. They tried to dance around it, and eventually said that everything was fine because I received a ticket. Even though it won't give me actual entry, which is what I paid for. I had the same dispute going with ******, and what's decline there also because I did receive a ticket, even if it was the wrong one. I attached screenshots of the ticket, the information on Ticketmaster about it (which clearly says "not an event ticket,") and my emails with the customer service for **********************, which you can see they stopped replying to my emails. I really need help with this, I really want to go to this concert with my mom and I can't afford another ticket. It would mean the world to me if you can look into it. I would love either a refund or just the correct ticket sent to me (I'll be honest, it makes me nervous they'll send the wrong ticket again.)

  

  Business Response

  Date: 02/24/2025

  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 are attempting to get our customer their correct ticket in time for their event, which will take place on 4/25/25. If our customer has further questions, we encourage them to contact our customer service team for assistance.  
  
   
  
  Regards, 
  Vivid Seats  

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22936042
  
  I am rejecting this response because: I received another email telling me that the correct ticket was already sent. I called customer service and was forwarded to their "specialized team" who reviewed this before. I'm back at square one.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/04/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification. Please note that we have been in contact with our customer and have made arrangements regarding their tickets. As the seller has the inventory for the event, not Vivid Seats, we are actively working with them to have the correct tickets sent to the customer. Please note that our customer will receive their tickets in time for their event, which will take place on 4/25/25. As such, we consider this matter closed. If our customer has further questions, we encourage them to reach out to our customer service team. 
  
   
  Regards, 
  Vivid Seats 

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 23rd, I purchased two GA PIT tickets for a concert. These were very specifically advertised as GA PIT tickets. When I selected the PIT only - these tickets showed up. After my purchase (over $220) I was sent FAR cheaper GA LAWN tickets. These are far less than half the price. I was completely SCAMMED. I have contacted help from their website twice now, and both times they have been incredibly demeaning towards me. First telling me that I was the one that messed up and forcing me to prove myself with screenshots. Once I proved them wrong, they made promises to fix the problem and get me the correct tickets, even promised this would be done in a couple business days. Those business days came and went with zero communication from them. So I contacted help again, and was yet again given the run around that they were working on it. This is clearly just a ploy to buy themselves time in hopes that I forget about it. It has been an absurd amount of time since I originally purchased the tickets. They refuse to refund me or give me the correct tickets I purchased. BUYER BEWARE THIS SITE IS A SCAM!!

  

  Business Response

  Date: 02/20/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use. 
  
  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 ticket fulfillment is handled by the reseller, and any reported issues are reviewed to ensure our Buyer Guarantee. As our customer noted in their claim, prior to receiving this complaint we have already opened an investigation into their order. At this time our continued dedication to addressing this matter is ongoing. Once a resolution for this matter is available our customer will be notified. If our customer has any further questions, we encourage them to contact the customer care team, and watch for updates coming through to the email address associated with their order. 
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22930401
  
  I am rejecting this response because: This is not a resolution in any way, I am still scammed out of my money and the closer it comes to the concert, the more I will have to pay for the appropriate tickets. It has been over a month since my ticket purchase and there is still no resolution. This is an absurd amount of time for an 'investigation' and I have received ZERO communication from VividSeats. Absolutely zero updates or confirmations that they are even attempting to solve this problem.

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

  

  Business Response

  Date: 03/03/2025

  Thank you for responding, we appreciate the opportunity to provide further clarification regarding our policies and previous response. We recognize that our customer has reiterated the points of concern from their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. Vivid Seats continually monitors such claims and notifies customers when updates regarding their order are available. Because no new information regarding their experience has been provided by our customer; and, as no further updates are available regarding this concern, 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 it stands, we will continue to consider this matter closed and encourage customer to watch for updates coming through to the email address associated with their order.  
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:02/11/2025

  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 wanted to share a horrible customer service experience with you that happened just recently. I found your website as the main ticket hub for *********. We booked two concerts: #1.) ****** ***** for 2/8 Order #******** and ***** ******* 2/7 Order #********. These were purchased on 1/30.On 2/4 my grandmother was suddenly admitted to the hospital after an early AM medical emergency. I was with her on Tuesday and Wednesday and it was clear that it was either end of life or a reaction to an antibiotic. In less than 72 hours I watch my grandmother change from who I have known my entire life to someone that couldn't understand reality vs. hallucinations. I had reached out to Vivid Seats customer support as this was an unexpected emergency and I was worried about leaving as I didnt know if my grandmother would pull through. Vivid Seats customer support was anything but helpful. I was informed that there were no support options for me even though this was an emergency. I was told I could only list my seats for sale but even then, they didnt offer support. Now mind you, I was sobbing, at the hospital, trying to process everything- help would have been a welcomed opportunity. We went back and forth and I was told multiple times that there was no support to be offered. I tried to list the tickets but they never sold (it was 1 day until the event at that point) and gave up. I am surprised that Vivid Seats couldnt support- I am sure people make stuff up all the time but I come with genuine receipts. As someone who never treats myself or books vacations like this for concerts, I did my best to purchase accordingly, not thinking I would have to rearrange my entire life to be there fore my grandmother. I am asking the executive team to do the right thing and offer a refund due to the nature of my need to cancel my trip.Corporate had someone from customer service call back and state they still wouldnt help as this is not a valid reason for cancellation.

  

  Business Response

  Date: 02/20/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use. 
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. In order to complete an order on our website or app customers must select to either purchase or decline event ticket protection. An explanation of this ticket insurance and the check boxes are located just above the "Confirm and Place Order" section. The final step of our checkout process displays 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 $258.34 [for order ******** and ****** for order ********]. All prices in USD. All sales are final." By selecting Place Order our customer agreed to these terms of sale.
  
  We understand that our customer has indicated they were unable to attend their events. Please note that in accordance with the terms agreed to by the customer at the time of purchase their orders do not qualify for cancellation. As outlined above, our sales policies, including our all sales are final policy, are disclosed during the purchase process. 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 allow 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:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets from Vivid Seats on 11/10 for an event on 1/28/25 for a total of ****** and paid through ******. This was a Christmas gift. When purchased i logged onto the Vivid Seats site and saw that they confirmed my tickets and gave me a section and row # but no seat #s. it was 2 tickets. they said it was because the seller didn't release them until right before the event. We checked back in a few times and nothing. Finally, on the day of the event, we were calling Vivid Seats every hour and they kept telling us that they would show up in our email. And then we got an email (attached) an hour before the show telling us that our seats were being shipped.....I called them again and the person on the phone said to head to the venue and they will have my tickets ready at will call. However, when we got there there were at least 60 people at will call with the same problem. they told me to give them my name and checked to ensure there were no tickets for me. and nothing. we had been scammed. The ************** Director at the venue told us that they had no record of my purchase. I called vivid seats again and they said they are opening an investigation I've called several times in these 2 weeks since the event and they keep telling me that I have to talk to ******. I called ****** and they said that Vivid Seats is holding my refund. I need help! we didn't get to see the event and I'm out $******

  

  Business Response

  Date: 02/19/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. 
  
  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 opened an investigation into our customer's reported claim. We have since concluded this investigation and would like to provide an amicable resolution in the interest of customer service. However, despite our customer being made aware of the investigation process, they have filed a dispute with their financial institution regarding this transaction. As such, we are unable to provide a resolution at this time. Once the dispute has been closed by the customer's financial institution this matter will be resolved at that time. Since there is no further action we can take to resolve this we must consider this matter closed. If the customer has any questions regarding their dispute we recommend they contact their financial intuition.
  
  Regards,
  Vivid Seats 
  

• Initial Complaint

  Date:02/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a first time VividSeat user their fees are downright ridiculous and predatory, and they try their best to hide them even after the purchase. Purchased 3 tickets to the ******************* the other day. The seller was selling them for $150 each. My total bill was $702 (minus $20 for a coupon I found online for a first-time buyer). That means they charged $252 in fees. They had a breakdown at checkout (which you can no longer see) nor do they email you a copy. But it was something like $53 per ticket in fees and additional $25 per ticket in delivery fees / ******** they are charging almost a 33% service charge as well as a 16%+ delivery fee and taxes. They aren't even delivering the tickets to me; they are mailed by the seat owners through Ticketmaster. Also, they should not be charging taxes on the service fees only on the original ticket ********** don't get a single email with the total cost break down after the sale nor is there a place on their website to see the total fees after purchase.I am requesting a partial refund on service fees and on at very least the delivery fees.

  

  Business Response

  Date: 02/19/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer 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 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. Then, our customer was prompted to click the Go to Checkout button, where they were taken to the checkout page. Here the customer was required to input their payment method, billing address, contact information and to either accept or decline insurance. The customer would see on the righthand side of this same page the rewards they would be earning with the purchase, along with an itemized breakdown of any fees and taxes listed above the order total, $682.93. 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 $682.93. 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. If our customer has any specific concerns regarding their order we encourage them to contact our customer care team for further assistance.
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22919818
  
  The form letter response you replied with is unacceptable.   You did not respond to any of my concerns.    1.  Why are you charging a 33% service charge.  2.  Why are you charging a delivery fee when you aren't delivering the tickets.  3.  Why are you charging tax on the service charge, 4.  Why is there no way to see the fees after the purchase (via the website or by purchase email).
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/27/2025

  Thank you for this response and the opportunity to clarify our policy surrounding the customer's concern. As previously stated, ********************** 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. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats. This means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Each delivery method available on our site will correspond to a respective delivery fee. We charge delivery fees for all orders, including electronic and email delivery orders so that we can maintain our automated systems to ensure smooth and timely ticket delivery. The service fee, which is calculated at checkout, is dependent on multiple factors relating to the order and is collected to maintain operational functionality and ensure all orders placed with Vivid Seats are fulfilled in accordance with our 100% Buyer Guarantee. 
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. Before completing their order the customer was able to view an itemized order total and would have been required to agree to our terms and conditions of sale. If a customer wishes to receive an itemized receipt after their purchase is completed, one can be provided upon request through our customer care team. As it stands we now consider this matter to have been thoroughly addressed. 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: 03/03/2025

   
  Complaint: 22919818
  
  Once again, they did not answer the question, they just replied with a generic cut and paste.  I will contact the **************** at this point and be sure to forward this correspondence to your leadership so they can see how you respond to customers.
  
  ******

• Initial Complaint

  Date:02/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this formal complaint against Vivid Seats due to my unacceptable experience with their service. Below are the details:On February 3, 2024, I purchased tickets for a Hawks game on February 5, 2024, through Vivid Seats for over $2,000. Despite receiving notifications that my tickets were sent, I never received them. For two days, I repeatedly contacted Vivid Seats, only to be directed to Ticketmaster, which could not assist me.On the day of the event, after exhausting all attempts to locate my ticketsincluding multiple visits to the venue, where I was informed I would not be granted accessVivid Seats finally requested "replacement tickets." However, upon arrival, I was told those tickets had already been scanned.After another call to Vivid Seats and extended hold times, a venue attendant acknowledged my frustration, explaining that even if I got past her, my tickets would need further verification before accessing my lounge and floor seats. During this, my call with Vivid Seats dropped, leaving me without a resolution.I repeatedly requested to speak with a supervisor, even on the day of purchase, but my requests were ignored. Each time, I was told a supervisor would call back within 24 hoursthis never happened. This lack of accountability is unacceptable.Adding insult, Vivid Seats is now requiring me to complete a Denial of Attendance (DOA) form, which only repeats the same questions I have answered multiple times. Since all calls are recorded, my claims can easily be verified, yet I continue to be disregarded. I've even attached some of the same screenshots they requested and I sent to them through email.This ordeal has caused me significant distress. I demand a full refund and request the BBB investigate Vivid Seats unethical business practices to prevent similar issues for others.Thank you for your time and attention.

  

  Business Response

  Date: 02/13/2025

  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. 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. ? ??  
  
  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. As such we have opened an investigation into the customer's claim. Prior to receiving this complaint, we have informed our customer of this investigation, which is currently still active.
  
  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

• Initial Complaint

  Date:02/05/2025

  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.

  2/5/2025 occurred I had purchased tickets on their website, for the artist *** ****** at ***********, ******* ** but my order violated their terms of service. The seller had sold me a ticket prior to physically having it. The presale for the artist's tickets hadn't started meaning it was physically impossible for the seller to have tickets, which is a direct violation of their terms of service. It directly says "You may not list or sell tickets before you own them." There was no possible way a seller could've had them, therefor I want a refund considering this order broke their terms of service. I have tried contacting them and it didn't get anywhere.

  

  Business Response

  Date: 02/14/2025

  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 does not own or generate tickets; rather, all tickets listed in our marketplace are managed and owned, by professional ticket resellers or pre-screened individual sellers. Vivid Seats marketplace allows these sellers to resell their tickets in a secure, controlled e-commerce environment. Many of our professional resellers own season tickets for various artists, teams or venues, or have direct business partnerships with teams, venues, and promoters. For certain live events, we permit a limited number of pre-approved sellers to offer tickets for sale that they do not currently possess. These tickets are marked on the listing as part of our "Seat Saver SM program. If you purchase under the Seat Saver SM program, the seller is committing to obtain the tickets described for you upon receipt of your order. An explanation of this service is included in the listing notes prior to checkout. **** Saver tickets, like all tickets sold on this site, are backed by our 100% Buyer Guarantee. After you place your order and your order is confirmed, we guarantee that your tickets will be within the listed zone or section listed or one comparable and that you will receive these tickets in time for the event or your money back. 
  
  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. We maintain that all order details and relevant terms were sufficiently disclosed prior to purchase and that our customer will receive their tickets in time for their event, per our terms. At this time, we consider this matter closed. 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