Complaints

This profile includes complaints for Vivid Seats LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vivid Seats LLC

  24 E Washington Suite 900 Chicago, IL 60602

  
• 

  Fanxchange Ltd

  101 - 30 Duncan St Toronto, ON M5V 2C3

• 

  Fanxchange Ltd

  602 - 30 Duncan St Toronto, ON M5V 2C3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2022

  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 8/7 2022 I accessed Vivid Seats.com to purchase a parking pass to the garage at ************* in *******. We were attending a baseball game on that day. The website acknowledged my order and replied that I would receive the pass by email. I never received it. However, they charged my credit card for $89.94. Today I called their customer service number to request a refund. Their representative said I made an error in typing my email address, which is why I didn't receive the pass. He said since it was my error they would not issue a refund. I told him I would dispute it with my bank and he replied that they would answer the dispute and I wouldn't receive the money. They are charging me for something they acknowledge I never received. I have no doubt they received an error message because of the incorrect email address and realized immediately that the pass was not received. I also have no doubt they will receive a refund from the parking garage since the pass wasn't used. They owe me $89.94.

  

  Business Response

  Date: 08/18/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple, transparent checkout and fulfillment process.
  
  In this case the customer's order was fulfilled immediately after their order was confirmed on 8/7/2022. As noted in the claim, the parking pass was sent to the email address associated with the order. Because the email address was entered by our customer during the checkout process if the email address included any typographical errors this is outside the control of Vivid Seats. We understand the customer was ultimately not able to access their parking pass; however, as the pass was delivered to the original address provided by the customer, the order is considered fulfilled.  
  
  In accordance with our 100% buyer guarantee a valid parking pass was delivered prior to the customer's event thus their order does not qualify for compensation. At this time, we will continue to comply with all terms and conditions agreed to at the time of purchase and appreciate the customer's understanding regarding this matter. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17689228
  
  I am rejecting this response because:
  The business claims I submitted an incorrect email address. Specifically, they claim the address domain was .xnet instead of .net. In that case, the email would have bounced back immediately. Also, they undoubtedly have the means to check with the parking garage, confirm that the pass was not used, and receive a refund of whatever the garage charged them. They are using an invalid excuse for failing to act as a responsible business.

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

  

  Business Response

  Date: 09/01/2022

  Thank you for responding. We appreciate the opportunity to further address our customer's concern. ********************** stands by our 100% Buyer Guarantee which ensure valid tickets will be delivered on time for the purchased event. As previously stated, in this case the customer's order confirmation and parking pass were sent to the email address entered by the customer. ********************** does not verify the email address the customer chooses to use when they place their order and errors made by the customer are not covered by our guarantee. We'd like to note that the email address used to place the order appears on screen during the checkout process as part of the order summary. It is the customer's responsibility to verify all information is correct before placing their order to further ensure proper ticket delivery. We maintain that the email address used to place the order was fully disclosed and confirmed by the customer at the time of purchase. As such, any issues regarding delivery of tickets due to errors in the email address are outside of the control of Vivid Seats. We appreciate the customer's understanding and now consider this matter closed.   
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vivid seats sold me a concert ticket transfer (via Ticketmaster) and never transferred the ticket they basically stole my money and wont refund it. Total scam.

  

  Business Response

  Date: 08/18/2022

   
  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we are committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process.
  
  Our customer placed two orders on 8/4/22 for The Decemberists, which took place on 8/9/22. The delivery method for the tickets our customer selected was Electronic Transfer, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When Electronic Transfer 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 a URL link emailed to our customer. Once our customer accepts the transfer, the tickets will no longer be in the seller's account. Please note that our customer was emailed their ticket links for both their orders on 8/4/22 at 1:21 PM CST and 1:23 PM CST to the email address they provided at checkout.
  
  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. 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. 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 sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. Aside from this claim our customer filed a financial dispute, which remains active. If the customer has any additional concerns regarding their order, we encourage them to reach out to their financial institution. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:08/08/2022

  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 made a purchase for tickets to the ********Red Sox game for Wed. September 14th. In the process of scrolling through tickets, I ended up on Tuesday, September 13 and didn't notice and purchased the tickets. I immediately realized my mistake from their confirmation email and then purchased tickets from them for the right date and asked for a refund.No, they didn't refund the tickets, and that's really not the issue. That's my s**** up, so the solution is for me to sell the tickets I purchased. HOWEVER, and this is the complaint, they won't give me access to the tickets until the day of the event. So, I am unable to sell the tickets AND I am unable to get it refunded. That is an unfair practice. I reached out to ask for assistance, and they fell behind protocol and gave me no options until waiting until the day of the event to try to sell. I asked for a supervisor/manager and was refused, that is not part of their "protocol" for management or supervisors to chat or talk to people on the phone. And was given no options.

  

  Business Response

  Date: 08/18/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple, transparent checkout and fulfillment process.
  
  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. It should be noted that the expected ticket delivery date was displayed on the ticket listing when it was selected by our customer. 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.   
   
  In accordance with our 100% buyer guarantee, tickets for our customer's event will be delivered prior to their event. While we understand the customer would like to receive their tickets earlier than their expected delivery date, Vivid Seats cannot guarantee expedited delivery dates. We maintain that all relevant order details, including the expected ticket delivery date, were sufficiently displayed prior to the customer completing their order. At this time we will continue to comply with all agreed upon terms and conditions, and as such consider this matter closed. 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: 09/14/2022

   
  Complaint: 17688765
  
  I am rejecting this response because:

  Re: ID # ********- **********************
  

  
  

  Their answer is ridiculous. You can buy a car and have remorse and be refunded your money. You can buy expensive things on Amazon and return them because you change your mind. But an electronic ticket that passes through computers without human intervention? Vivid Seats says you can't do that. Think about that. They refuse to do something that other companies do every day, and requiring a tremendous amount of logistics to do so.

  
  

  I was waiting until I finally got these tickets to see what I could actually do with them before responding. I have them, and so far, the instructions provided on how to sell the tickets do not function. I'm sure there's a way, but they do not make it easy. I will keep trying, but this is a completely unfair business practice. I'm sorry that I did not respond more timely, but I ask that you reopen this case.

  
  

  *********************

  
  

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

• Initial Complaint

  Date:08/08/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets on June 1, 2022 from Vivid Tickets and was never able to receive my tickets from them missed my concert do to there company not transferring my tickets for me to download and refuse to refund me when it was them who were the problem in this matter I want my ****** back from them they will not refund me and they should due to there company problem not transferring my tickets. I was frauded from this company said I had bought 2 tickets but never received

  

  Business Response

  Date: 08/17/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we are committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process.
  
  Our customer placed their order on 6/1/22 at 9:10 PMCST for Styx and REO Speedwagon, which took place on 8/6/22. The delivery method for the tickets our customer selected was Electronic Transfer, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When Electronic Transfer 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 a URL link emailed to our customer. Once our customer accepts the transfer, the tickets will no longer be in the seller's account. Please note that our customer was sent their ticket link on immediately after they placed their order.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all of their concerns. We maintain our customers order will be fulfilled in a timely fashion per our terms; as such, we consider this matter resolved. If our customer has further questions regarding their order, we encourage them to contact our customer service team. 
  
  Regards,
  Vivid Seats
  
  

• Initial Complaint

  Date:08/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #******** I purchased 2 tickets for an event from Vivid Seats online. The purchase was confirmed via e-mail on March 25, 2022. I never received an e-mail that the tickets had been transferred to my Ticketmaster account. I verified with my ticket master account that I had never received a transfer for these tickets. I attempted to resolve the issue via chat, and over the phone which was unsuccessful. I called and was placed on hold multiple times with no resolution. I called over 6 times to try to get answers for when my tickets would be sent and was told that the tickets were already successfully transferred and accepted, which they could supposedly prove on their end. I was refused help because they claimed the seller had shown proof of the transfer/retransfer. On the day of the concert I had to repurchase lawn tickets through Ticketmaster instead of being in the pit where I was supposed to originally be with the tickets I purchased through Vivid Seats that I never received. We spend nearly 500 dollars on tickets that were never sent.

  

  Business Response

  Date: 08/17/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we are committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process.
  
  Our customer placed their order on 3/25/22 at 1:35 PM CST for Machine Gun *****, which took place on 8/6/22. The delivery method for the tickets our customer selected was Electronic Transfer, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When Electronic Transfer 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 transferred, tickets will no longer be in the seller's account. Our records indicates that their tickets for the event were successfully transferred to the email address our customer provided on 4/4/22 at 10:20 AM CST.
  
  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. 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. 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 sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. Aside from this claim our customer filed a financial dispute, which remains active. If the customer has any additional concerns regarding their order, we encourage them to reach out to their financial institution. 
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17684468
  
  I am rejecting this response because:I never received the email that they claim I received in April. They also claimed that the tickets were retransferred on 8/6/2022 (the day of the concert) which is also incorrect. They have no proof the tickets were successfully transferred besides telling you a date and a time that they pulled from nowhere. If they had proof of the tickets being successfully sent/transferred to me then I would accept their response. 
  
  Sincerely,
  
  Madison Boye

  

  Business Response

  Date: 08/30/2022

  Thank you for your response. As previously stated, our customers were transferred successfully on 4/4/22. Our customers order was fulfilled per our terms; therefore, we are unable to provide any compensation. We currently consider this matter closed. 
  
  Regards, 
  Vivid Seats
  
  

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17684468
  
  I am rejecting this response because:the business can not provide proof they sent the tickets on 4/4/2022. I never received the tickets and had to repurchase tickets on the day of the event.
  
  Sincerely,
  
  Madison Boye

• Initial Complaint

  Date:08/06/2022

  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 thought I was purchasing tickets for a game. The terms and conditions of the ticket sale were not made known to me at the time of sale. The tickets were NOT made available to me weeks after they took my money and they have no idea when (or if) these tickets will be made available. I requested a full refund for the tickets - an order that was still processing - and was rebuffed and told that my only remedy was to sell the tickets. I told this company over and over again that I can't sell something I do not have. They never provided the tickets weeks after they took my money. I request a complete and full refund.

  

  Business Response

  Date: 08/16/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process.
  
  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. It should be also be noted that the expected sticker delivery date was displayed on the ticket listing when it was selected by our customer. 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.  
   
  In accordance with our 100% buyer guarantee, tickets for our customer's event will be delivered prior to their event. We maintain that all relevant order details, including the expected ticket delivery date, were sufficiently displayed prior to the customer completing their order; and as such, we consider this matter closed. We would also like to note that 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. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:08/05/2022

  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 mislead by the website of Vivid Seats selling tickets to a baseball game and ended up buying a ticket in the wrong date. I immediately called the company who only advised me to resell the ticket to friends and family or social media / marketplace. The website was not clear on the date as many games happen in subsequent days.

  

  Business Response

  Date: 08/12/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process.
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the clarity of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for the ***** Marlins at ******* Cubs game on 8/7/2022, they continued to the initial checkout page which displayed a detailed order summary on the right side. Please note that this order summary remains on screen throughout the entire checkout process and displays the event and event date. Once the customer entered an email address and payment information they were presented with our sales policies and 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 $119.84. 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 *** 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. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:08/04/2022

  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 2/26/20, I ordered two tickets from Vivid Seats to an ********************* Concert (order #********). Due to COVID, the concert never occurred. Vivid Seats has been refusing to refund me the cost for the tickets ($523.76) for the past two years. They are claiming that since the concert was postponed and not technically cancelled, I am not entitled to a refund. I recently tried again to contact customer service, but when I requested to speak to a supervisor, I was denied and the customer service agent ended the online chat. It is unreasonable to expect someone to attend an event two years after the original scheduled date. Furthermore, I do not feel safe attending crowded events anymore due to medical reasons. If there is anyway you can help me, I would greatly appreciate it.

  

  Business Response

  Date: 08/12/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter and clarify our position regarding the unprecedented circumstances created by Covid-19. Vivid Seats is proud to maintain one of the largest ticket resale platforms and to provide excellent service for our buyers and sellers. It should be noted that Vivid Seats is continuing to monitor all events affected by Covid-19 and is and working to update our customers regarding any delays, postponements, and cancellations. As always, our aim is to protect every buyer and seller who uses our site while continuing to operate within the terms and conditions which all parties have agreed to. 
   
  Customers will continue to be protected by our buyers guarantee, meaning that they can receive a full refund for any event which is cancelled and is not planned to be rescheduled. If an event is rescheduled rather than cancelled, we must adhere to the terms of use agreed to at the time of sale, which state If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund. As noted by the customer, their event was rescheduled and as such their order was not eligible for cancellation. While we understand the customer did not wish to attend the new event date, we maintain that all terms of use were sufficiently displayed and agreed to prior to the order being placed. As it stands we consider this matter closed. We appreciate the customer's patience and understanding throughout this matter.  
   
  Regards,  
  Vivid Seats 

• Initial Complaint

  Date:08/04/2022

  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.

  Purchase date was 12-30-19 Order # ******** Price $507.95 The concert I bought tickets to has finally been rescheduled to Aug 19, 2022, the link they sent me back on Dec 2019 for my tickets is no longer any good. They have been telling me since January of 2022 they are getting with the seller to reissue tickets (which I clicked on the link not to buy resold tickets), but if seller does not reissue tickets, they don't have to refund me because they just won a lawsuit that they do not have to refund is concert has been rescheduled. But how can they keep my tickets and my money?

  

  Business Response

  Date: 08/12/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple, transparent fulfillment process.
  
  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. In this case, as noted in the claim, our customer's tickets were initially sent via email shortly after their order was confirmed on 12/30/2019. The delivery email was sent to the email address entered by the customer at the time of purchase and contained a link the customer should have followed to accept their ticket transfer. A clear and detailed explanation of this process was provided in the email sent to the customer. Because our customers are purchasing tickets owned and listed by individual resellers, ticket fulfillment is handled by the original ticket holder rather than Vivid Seats. Prior to receiving this complaint we have informed the customer that we are actively working with the original ticket holder to address this matter and that our customer will be notified if or when further updates are available for their order.  
  
  It should be noted that valid documentation has been obtained which confirmed that valid tickets were transferred to the customer's email on the initial fulfillment date. As such, the ticket delivery is considered completed and the customer's order will not qualify for compensation. At this time, we will continue to comply with all agreed upon terms and conditions. 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: 08/16/2022

   
  Complaint: 17672192
  
  I am rejecting this response because: the link you sent was no good anymore, but i contacted Ticketmaster and they helped resolve this matter.  Will no longer use Vivid Seats
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/26/2022

  Thank you for responding. We appreciate the opportunity to continue to address our customer's concern. As previously stated, the customer was provided a valid transfer link which would allow them to access the tickets for their event. For this reason the order in question was considered fulfilled in accordance with our 100% Buyer Guarantee. Since the tickets were transferred through a third party site, any issues regarding delivery of tickets due to the third party system or user error are outside of the purview of vivid seats. We would also like to note that the customer was ultimately able to access the tickets for their event and as such the customer's order does not qualify for compensation. We maintain that this matter has now been thoroughly addressed and appreciate the customer's understanding as we now consider this matter closed.   
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:08/04/2022

  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.

  Their website provided a "100% Buyer Guarantee that the tickets would be delivered in time for the event or your money back". I never received the tickets. I called your customer service department and surprisingly got a person right away. She guaranteed that I would get the tickets and she would stay on the phone with me until I received them. She did make some calls and contacted the user but I still never received the tickets. I don't care if the seller can prove they sent them, I can prove I never received them. The customer rep hung up and never called back even though she knew I was waiting at the gate. I had to buy tickets from another service.

  

  Business Response

  Date: 08/12/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple, transparent fulfillment process.
  
  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. In this case, tickets for our customer's event were transferred electronically through a third-party platform to the email address associated with the order on 7/22/2022. Shortly after, the customer contacted ********************** regarding issues accessing their tickets on the third-party platform. In an effort to resolve the customer's concern the original ticket holder was contacted and proof that our customer had properly accepted their ticket transfer was obtained. 
  
  Once a ticket transfer is accepted it is under the sole possession and control of the customer rather than the original ticket holder or Vivid Seats. Provided this information, our customer's order was considered fulfilled in accordance with both our buyer guarantee and all agreed upon terms and conditions. In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17670313
  
  I am rejecting this response because: this is morally wrong. I will be going to court. The funicular institution rules d in your favor because they go by what you say.  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/19/2022

  We are reaching out regarding claim #******** for *******************. We would like to note that we have thoroughly addressed this claim in our previous response. In the response made by the customer no new information or details regarding their concern have been presented. We maintain that this matter has been addressed to the greatest possible extent and we are requesting