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:08/03/2022

  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.

  The date of the event was 7-30-22 purchasing (paid in full) 4 tickets from Vividseats.com to the Real Madrid vs Juventus game at ************* in ********. I have full proof and receipt of paying for 4 tickets which were virtually sent via app to attend the game that evening. The 4 tickets appeared as purchased as I reviewed on our 2.5 hour trip one way from *********. As I approached the gate with my son, his friend, and his Dad only 2 of the tickets were on the app. Therefore, only 2 people were able to go in and my son and I drove all that way only to be not allowed at the gate. I have proof of full payment of the 4 tickets and also have proof of vividseats.com only including 2. I have lodged the complaint and am now not hearing anything back from them. Not only was this wrong, it was fraudulent considering I paid for four tickets. The two that entered then told me, that the seats we bought must have been resold to other people who had tickets and were sitting in those seats. My son and I wasted 5 hours round trip in the car, plus we had to wait until the game was over to ride back with our friends. It was such a disappointing evening and Vividseats.com holds sole responsibility for all of it. They haven't even yet refunded the two tickets that were charged which I never received. Their business practices need to be severely scrutinized as this is ILLEGAL!

  

  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.
  
  On 7/30/2022, shortly before the start of the event, our customer placed and order for the Real ****** vs Juventus game at *****************. Immediately after their order was confirmed our customer was sent a ticket transfer. 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. In this case valid documentation was obtained that confirmed that the order was appropriately fulfilled and that four tickets were transferred to the email address provided by the customer at the time of checkout. We would like to note that the customer did not contact customer service on the day of the even for any assistance regarding the reported issue. Appropriate assistance and resolution may have been provided had Vivid Seats been contacted prior to the event. As it presently stands, the customer's order does not qualify for compensation and we consider this matter closed. 
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17667554
  
  I am rejecting this response because:
  

  I have clearly supported hard evidence of only receiving two tickets but having paid for four.  I did let Vivid Seats know about the issue and their response was we sent the seats.  As my supporting documentation shows with the attachments, they are not telling the truth and have fraudulently charged me for 4 tickets.  We traveled 3 hours each way to LA to view the game and my son and I sat outside while we had two friends go the game while we waited.  The worst part that proves my point even more, there were two ticketed customers right next to them where the seats were supposed to be when purchased.  Not only did Vivid Seats charge me, but at the same time charged other customers who got into the game instead of me and my son.  Obviously all the proof is in what I attached in documentation and their response is just that, a response without any documentation.  Very sad that a big business would ruin a night for a father and son trying to watch a match and then not even refunding the tickets. 

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

  

  Business Response

  Date: 08/25/2022

  Thank you for responding. We appreciate the opportunity to further address our customer's concern and clarify our policy. Please note that Vivid Seats operates as a secondary ticket marketplace, we do not own or generate any tickets and all tickets are provided by the original ticket holder rather than Vivid Seats. As previously stated, valid documentation was obtained from the third party site confirming that four tickets were sent in a single transfer to the account associated with the email address entered by the customer, and as such their order was fulfilled. All necessary instructions were provided to our customer for them to successfully accept and utilize their tickets. We would like to reiterate that the customer did not contact customer service on the day of their event to report any issues which may have been able to be resolved prior to the event start. As it stands, any issues regarding delivery of tickets due to the third party system or user error are outside of the control of Vivid Seats. We appreciate the customer's understanding and now consider this matter closed. 
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17667554
  
  I am rejecting this response because:

  Vivid Seats continue to deflect from actual facts and supporting documentation that was originally submitted on the complaint initially.  They refuse to take responsibility for fraudulent practices on their end after charging me for 4 tickets, but only providing 2 and ruining an intended fun evening with friends and my son.  Fact:  Attached documentation supporting what I submitted.  Fact: I didn't get into the game after paying for tickets.  Fact:  Vivid Seats committed fraud and is liable for their action.  Do not do business with them in any way moving forward.  This is not a reputable business and I will continue to let all consumers know to protect them moving forward.  Class action suit moving forward.

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

• Initial Complaint

  Date:08/02/2022

  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 purchased a ticket to a concert for my teen daughter for 8/2/2022. Vivid seats claimed that she accepted the ticket but we never received a ticket. No event or ticket showed ** in her Ticketmaster account linked to that email address. First they said that the ticket could have been sent to any email that might have been open on her computer. Then they said that her email accepted it and there was nothing they could do even if she didnt receive the ticket. I explained several times that we did not receive the ticket and they just gave us the run around up until the event started and still no resolution. The customer service representative hung up on my daughter and we called back multiple times trying to get the ticket so she could go to ***********. I would never do business with this company again!!!!! Very unprofessional!

  

  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 our customer's tickets were initially delivered via email on 7/17/2022.  A delivery email was sent to the email address entered by the customer at the time of purchase and contained a link the customer would need to follow to accept their ticket transfer. A clear and detailed explanation of this process was provided in the email sent to the customer. On the day of their event our customer contacted customer service regarding issues accessing their tickets on the third-party platform through which they were transferred. In an effort to resolve the customer's concern the original ticket was contacted and proof that our customer had properly accepted their ticket transfers 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. While we understand and regret that the customer may have experienced issues using the third party platform, neither Vivid Seats nor the seller are associated with any venue or primary ticket market. As such, these issues experienced by the customer were outside the control of **********************. As it presently stands, the customer's order does not qualify for compensation and we consider this matter closed. We appreciate the customer's understanding throughout this matter and if they have any further questions regarding their order we encourage them to contact our customer care team.   
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17662293
  
  I am rejecting this response because: I did not receive the actual ticket and there should be a way to rectify this problem when it occurs. This is poor customer service and I will not be using this company in the future. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/25/2022

  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 for the tickets to their event scheduled to occur on 8/2/2022. For this reason, the order in question was considered fulfilled in accordance with our 100% Buyer Guarantee. Valid documentation was obtained from the third party site confirming the validity of the transfer link provided to the customer, and the order therefore does not qualify for cancellation or compensation. As the desired resolution for this matter cannot be provided at this time, if our customer requires additional assistance we urge them to contact customer service. 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:08/02/2022

  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 purchased tickets to an event in ******, ** (A Beautiful Noise 8/6/2022). During the purchase process, I reviewed all information provided about the tickets (event name, date, time, seat row). When I received the tickets, I checked the seat location with the venue and learned they are "limited view" seats. This was never disclosed on the ticket listing.I checked Vivid Seats policy and confirmed that they require sellers to list all disclosures when posting tickets including "Obstructed View, Side View, No View, Partial View, Rear Stage" as "presented to [the seller] at time of purchase." The policy on Vivid Seats website specifically states "If a buyer purchases tickets where there is inaccurate (or a lack of) information in the listing, they may cancel their purchase."I called Vivid Seats customer service within 30 minutes of placing the order and requested a refund based on their advertised refund policy above. They acknowledged that the seller never disclosed that the seats were limited view. They stated that a refund was not possible because of their "all sales final" policy. When I again cited the refund policy clearly stated on the website, they hung up on me. I am seeking a refund for my $350 purchase.

  

  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 service.
  
  In this case our customer's order for A Beautiful Noise was confirmed and fulfilled shortly after it was placed on 8/2/2022. The issue noted in the claim was reported and reviewed within hours of the order being fulfilled. Prior to submitting this claim our customer was informed that we would be investigating their concern and that a resolution would be provided. On 8/4/2022 our customer was offered compensation due to the error in the tickets delivered. 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

• Initial Complaint

  Date:08/02/2022

  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 have purchased tickets from Vivid seats in ******************************************* 2020. The convert was canceled due to covid. i asked for money back they said "no," the concert will be rescheduled and you will be provided new tickets. it was rescheduled twice to August 2022 and i still dont have my tickets. I called them and asked them for my money back or my tickets and they said they could not provide either and that my tickets were sold to another party. SO not only will they not give me an item i paid for or replacement that wont give me my money back. $867.00. the concert is in 3 weeks and i have not been reimbursed or been given the tickets i paid for. please help. attached is the letter i sent my Credit card company asking them to get involved since i was never provided a product i paid for. CHase told me to take a hike.

  

  Business Response

  Date: 08/11/2022

  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.
  
  Our 100% Buyer Guarantee ensures that each customer will receive appropriate compensation for any event which is cancelled outright. If, rather than cancelling, an event organizer postpones or reschedules an event, we must adhere to the terms of use agreed to by the customer 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 or other compensation. As noted in the claim, in this case the customer's event has been rescheduled rather than cancelled. 
  
  Tickets for our customer's event were initially transferred electronically through a third-party platform to the email address associated with the order shortly after the order was confirmed on 2/9/2020. We understand the customer has contacted our customer service team regarding issues locating their transferred tickets. Prior to receiving this claim our customer care team has provided ample assistance to the customer with regard to  accessing their tickets. It should be noted that valid documentation was obtained which confirms that the correct tickets have been transferred to the email address provided by the customer at the time of checkout, and as such, the ticket delivery is considered completed.  
  
  While we understand and regret that the customer may still be experiencing issues using the third-party platform, Vivid Seats is not associated with any venue or primary ticket market. As such, these issues experienced by the customer are outside the control of **********************. As it presently stands, the customer's order does not qualify for compensation. However, as our customer's event has not yet occurred if they require additional assistance we recommend they contact our customer service department.
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:08/01/2022

  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.

  Order #******** I purchased 3 tickets for an event. The purchase was confirmed via e-mail on May 13, 2022. On August 1st, 2022 I 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, which was unsuccessful. I called and was placed on hold twice for over 20 minutes each time only to be hung up on. I called a third time and was told that the tickets were already successfully transferred and accepted, which I can prove via Ticketmaster is false. I was refused help because they claimed the seller had shown proof of the transfer.

• Initial Complaint

  Date:08/01/2022

  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.

  On June 21st, 2022, I ordered two tickets to go to a ********** football game. My order number is #********. After learning a couple weeks later, that I had another scheduled event to go to that day, I immediately reached out to Vivid Seats, asking how I could use their site to resell my tickets and also asked why my phone number was not working for their live chat feature. On July 7th, 2022, I received this response:"Hi *******, Thank you for reaching out to us regarding your order #********. We understand how important this is to you. We will be happy to assist you!Upon checking, we have the correct phone number on file for your order. We understand that sometimes plans change. If you're unable to attend, independent resale is an option! Many of our fans have success selling their tickets through social media, but you also have the option to locate a resale site by simply searching the internet using terms like "Sell my tickets". Your chosen site will have more details on any seller fees or guidelines. If we can support you by providing additional clarity on our terms, please don't hesitate to reach out as our award-winning live **************** team will be ready to assist you seven days a week via chat, phone, or email. Please feel free to reply to this email if you have any additional questions or immediate concerns. Best Regards,****************Customer Support"I had to respond and did with this "So how do I resell if I don't physically have the tickets from the person I bought them from from your site???? I ran into this issue before with the ********* rescheduling last fall and I'm not trying to run into this same issue again.Your customer service chat and call has never worked for me and has constantly stated my phone number doesn't go with my account.Also for your reference, you cannot sell tickets on ********* It violates community guidelines. Learned that last fall as well, which is why I'm trying to get this done ASAP.Thanks,*******" TBC..

  

  Business Response

  Date: 08/11/2022

  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 and seller service.
  
  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 times 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 ship date was disclosed on the ticket listing when it was selected by our customer during the checkout process. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties.
   
  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 is unable to attend the event and would like the tickets delivered sooner, ticket delivery prior to the expected delivery date cannot be guaranteed. 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. 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: 08/12/2022

   
  Complaint: 17653312
  
  I am rejecting this response because: They did not respond with anything? The consumer attachments were from my own complaint and I haven't heard anything more from them. Their guarantee is a joke and takes away from people like me for their own gain. As of right now, I will be out $266 for their lack of guarantee and assistance.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17653312
  
  I am rejecting this response because: This business does not take any type of responsibility for it's actions. It's customer care team does not respond to emails in the correct way (read any of the images I attached) and they don't live up to their guarantee. I received an email stating my tickets have been delivered (awful shocking since they have anything to do with tickets and it's shortly after this complaint..........), but yet if I contact customer chat, my number isn't recognized and nothing goes any further. Vivid Seats is the worst company to buy tickets from because you literally have no idea if you will get your tickets on time, you will receive no help to sell tickets, and sometimes you almost get stuck with them. Now that this has happened to me twice, after this ********** issue is resolved (I sell my tickets to someone else because I'm nice enough to not ask for a refund), I will cancel my account on there and will make sure none of my friends/family use this site.

  I'm also losing out on over $50 for trying to resell my tickets because of the ridiculous fees that Vivid Seats has.

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

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17653312
  
  I am rejecting this response because: I received my tickets (luckily I reached out to ********** itself) and I have attached what was actually said by their own customer service representative. They should not have any type of guarantee because they literally cannot tell you how the tickets even get to you or if they got to you. It is fraud.

  I would like what fines and fees I paid to Vivid Seats refunded and after that I will be closing my account and making sure my friends and family do the same.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17653312
  
  I am rejecting this response because: It's the same answer over and over. Their customer service is non-existent. ******************** can we end this already? They aren't reading anything and that's how it always has been. I asked for a refund of my fees in the last rejection and got the automated message they sent a week or two ago again. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/12/2022

  Thank you for responding. We appreciate the opportunity to further address our customer's concern and clarify our policy. Please note that Vivid Seats operates as a secondary ticket marketplace, we do not own or generate any tickets and all tickets are provided by the original ticket holder rather than Vivid Seats. As previously stated, Vivid Seats does not control the ticket delivery date or format. Because we stand behind our 100% Buyer Guarantee valid documentation was obtained from the third party transfer platform which confirmed that the correct tickets were transferred to the email address provided by the customer. As noted in their response our customer also confirmed that they received their tickets, and as such their order was fulfilled. While we recognized the customer experienced issues accessing their tickets, any issues regarding delivery of tickets due to the third party system or user error are outside of the control of Vivid Seats. As it stands the customer's order was appropriately fulfilled and does not qualify for any amount of compensation. We appreciate the customer's understanding and now consider this matter closed. 
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 09/15/2022

   
  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, only because I am tired of their computer generated responses and their lack of GREAT customer service.

  DON'T USE **********************. 

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

• Initial Complaint

  Date:08/01/2022

  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.

  On June 23, 2022, I purchased tickets to attend a concert taking place on August 5, 2022 at the ********************* in *******, ******* to see the artist Bad Bunny. On July 29, 2022, I called the Vivid Seat customer support number to report that my tickets were invalid. After visiting the Camping World website, I realized it stated the only authorized sellers were the **************** in ******* or Ticket Master; however, the tickets I received were from Event Brite and not valid. My call was not resolved, so I sent in email on July 30, 2022. I submitted screenshots and the direct URL to the stadium's website that specifies that Ticket Master and the ********** are the only authorized sellers for Vivid Seats to conduct an investigation. I also sent screenshots of the stadium's mobile application, where tickets can be stored. My screenshot evidenced that only Ticket Master tickets were accepted. I was not able to upload or transfer my Event Brite PDF tickets to the ********************* application. I asked customer services representatives to advise what proof and documents I would need to show that my tickets were not valid. Vivid seat's website indicates there is a 100% Buyer Guarantee. One of the stipulations is that if tickets are not valid, a form will need to be filled out and proof submitted for a full refund. **************** will not provide the appropriate forms or any instructions on how to start the refund process. I was instead told to try to sell my faulty tickets through Vivid Seats. I also verified the validity of tickets with the ********************* ********** directly on August 1, 2022. After providing my ticket information, a box office representative verified that my tickets were invalid and that I would be denied entry to the event. I immediately called Vivid Seats customer support and requested to receive their required form to start an investigation. They hung up and have not responded to emails.

  

  Business Response

  Date: 08/11/2022

  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 reached out to us regarding their concerns of their ticket format. We explained that we would look into this further with our seller, as we hold no inventory of tickets. Please note that on 8/4/22 we sent our customer their ticket as an Electronic, 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. 
  
  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:08/01/2022

  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.

  Hi. I purchased 4 from vividseats.com in 2020 for a concert. In the short of it, it was postponed till 2022. We showed up to the venue only to find out that other people had the exact 4 seats that we paid for 2 years earlier. By two different couples. We missed half the show dealing with spending time at the venue security box office with the other couples to relocate everyone's seating. I reached out to Vividseats.com, twice, to notify of what happened, they said they would look into it. I still haven't heard back from them yet.Please notify people to stay away from them.Thank you.

  

  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. Prior to receiving this complaint we opened an investigation into our customer's reported claim. We have since concluded this investigation and have extended our customer a resolution in the interest of customer service. We are pleased to have provided an amicable resolution and would like to apologize for the issue our customer experienced. At this time consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/31/2022

  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.

  We purchased tickets on May 6 through vivid seats for a concert July 22. We paid $127.40. States that tickets would be delivered July 19 through AXS app before concert. (AXS app is the only way to get tickets to enter event). We were given a ** code but when we went to venue for concert there were no tickets attached to the code and we were not able to get in. Upon speaking with vivid seats they said they have no control over how many tickets are sold to venues and that they have confirmation from the seller that tickets we delivered so they were unable to help with the situation. We have the same email they have but were not given the tickets promised when purchased from ******************* #******** (as they were to be sent through app on July 19. Again, no tickets were attached to the ** code when we got to venue). Thanks for any help you have with this issue.

  

  Business Response

  Date: 08/10/2022

  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 for *******************, which took place on 7/22/22. The delivery method for the tickets our customer selected was Flash **********************, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When Flash 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. Once our customer accepts the transfer, the tickets will no longer be in the seller's account. Please note we have documentation showing that our customer was sent their ticket transfer to the email address they provided, on 5/19/22.
  
  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. 
  
  Regards,
  Vivid Seats
  
  

• Initial Complaint

  Date:07/31/2022

  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 purchased 2 ********************************* tickets over the phone. The woman rep offered me her employee discount code. I shouldve known right there and then that this was a SCAM company. She assured me Id receive my tickets by email within 24 hours. I did not! When I inquired, via email, I received this:Hi *****,Thank you for contacting us about order 45801922.We understand that you are contacting us since you still havent received your ticket.We know how important it is for you that we address your concern about your ticket. Just to clarify, there are a couple factors that can determine the exact date that you'll receive your tickets, like when tickets are released by the venue or when the seller receives tickets from their supplier. Sometimes, tickets are only made available closer to the event date to prevent duplication or fraud.The seller of your tickets expects them to become available on April 02, 2023. Tickets are often delivered before the expected delivery date, so keep an eye on your email! This date is typically the latest possible date that tickets will become available, and our 100% Buyer Guarantee has your back throughout the process. In other words, we guarantee that you will receive your tickets in time for the event.We are working with A-listed sellers only so rest assured that you will get your tickets prior to your events.Regards,*** **********Customer Support I looked up reviews and saw that they had done this to 100's of customers who never got their tickets nor a refund. I paid $1635 for 2 tickets on 7/29 They blame the customer not getting their tickets- that they didn't open the correct email. I called them & told them I was promised my tickets within 24 ********* wanted a refund. Waiting 9 months is absurd! That I read reviews that they were a SCAM company. The rep got very nasty and said, "There are no refunds!" I said I was contacting the *************************** said, "They won't be able to help you".

  

  Business Response

  Date: 08/10/2022

  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 service. With regard to the customer's concern, we have reviewed their order and confirmed their claim. Accordingly we have extended our customer a courtesy resolution in the interest of customer service. Please note that in addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. We have accepted the dispute which was therefore closed in the customer's favor. As such, our customer was refunded through the dispute process. If the customer has any further questions regarding their returned funds, we encourage them to reach out to the financial institution with which the dispute was filed. As it currently stands, we consider this matter resolved.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17649044
  
  I am rejecting this response because:
  I still have not been refunded! It shouldn't take this long.
  Sincerely,
  
  *******************************