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: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.

  There was a fraudulent charge and my account was used and funds weee taken out of my account. I immediately reached out and asked that this fraud be resolved and my charges be reversed. I was told that they do not have a return policy and Id have to sell the tickets. I in no way authorized this charge and can not afford these $500+ tickets. I have request multiple times for the fraudulent charges being resolved and have had no **** luck. This is so sad that someone can fraudulently charge your account and you are stuck. I can in no way afford these tickets, I have a mortgage to pay and as a single mom its left $300 in my account. This is not acceptable practice.

  

  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. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the verification process for orders placed on our site.    
  
  Once an order is placed on our site it is reviewed for potential fraudulent activity. Orders are only confirmed if no evidence of fraud is found. In this case the customer reported that they did not place the order in question. However, all identity information provided on the order corresponds with customer's information. As such no evidence of fraudulent activity was detected in this case. In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17648918
  
  I am rejecting this response because:there was absolutely fraud on this transaction. I do not care that all the markers seemed to come from me - they did not and I am refusing to accept the charges or the tickets they keep trying to send to me. I do not want this tickets, I did not order this tickets and will not be responsible for these tickets. Vivid needs to close the claim and r reissue my money and sale the tickets of their actual customers to a willing party that wants them. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/30/2022

  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 bought ********* browns tickets on 7/28/22 for 12/18 game. After I bought them I received 2 emails. The first said the order was placed. The second email came and confirmed the sale and said the tickets could come anytime between now and 3 days before the game was played no later than 12/15. I didnt pay ****** to not have instant delivery of the tickets I bought. When I emailed them and told them I wanted the tickets in my account. They informed me that when I checked out it said I wont get the tickets right away. I didnt see it say that. Then they said the seller didnt have tickets yet and would send them to me once he got them. Why are they letting people sell tickets on their platform if they dont have access to the tickets? One other thing, one of their remedies to the situation was for me to sell my tickets. How do I sell my tickets if I dont have them in the first place!

  

  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 serviceand maintaining a simple, transparent check out 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. Additionally, it should be noted that the expected ship date was disclosed 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. 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: 08/10/2022

   Complaint: 17647384
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  The way I look at it its your platform that is allowing people to sell tickets that they don't  actually Have. To me what Vivid is running is a Ponzi scheme. As for your 100% refund policy, the only thing I see from all of the complaints on the BBB website is your company spending more time fighting  refunds then actually making sure the tickets get to the buyer. 

  Don't worry you will never have me complain about your service again. For its the last time I will ever buy tickets from Vivid again!

• Initial Complaint

  Date:07/29/2022

  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.

  In October of 2021 I purchased tickets for a concert through this company. The concert has been canceled so I requested a refund. The representative stated that they will issue a refund only to the card that I paid with. That card was stolen and the account compromised. I changed financial institutions and no longer have the account. They will not give me another option, such as mailing a check, and refuse to answer any of my questions. Instead they repeat that I have to call the bank that I dont do business with any longer. The last agent I spoke to told me that they cannot, legally, issue a refund any other way. I find it hard to believe that they cannot legally issue a check. When I asked multiple times to be directed to the terms and conditions that state a refund policy of this nature I was ignored by multiple agents.

  

  Business Response

  Date: 08/18/2022

  Thank you for reaching out to us. We appreciate the opportunity to provide further clarification. Our records confirm that our customers refund was processed to their credit card on 7/29/22. We encourage our customer to contact their financial institution if they have further questions on their refund.
  
  Regards,  
  Vivid Seats 
  
  

• Initial Complaint

  Date:07/29/2022

  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 bought tickets for watershed music festival, a month ago off of vivid seats the day that tickets sold out on the watershed website. the concert starts today and we got here yesterday because if you have a campsite you pay for 4 days and we have a campsite. vivid seats said i would get information on how to get my tickets a day before the concert so i thoghbt it would be fine and i would be able to get in, they don't let you in to the campsite without a ticket and vivid seats said they would have my ticket ready in time and i was not ready in time i had to spend another $250 on top of the $500 i paid for the one from vivid seats. it worked out because i got a ticket but vivid seats ended up costing me $500 for a ticket that wasn't even ready on time and they won't refund me.

  

  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 5/18/22 at 7:27 PM CST for Watershed Festival - 3 Day Pass, which took place on 7/29/22. The delivery method for the tickets the customer selected was Special Delivery, which means our customer was sent instructions detailing how to access their tickets. Please note that the customer was emailed their ticket instructions on 7/28/22, to the email address they provided at checkout. It is also worth mentioning that our customer purchased tickets for the festival only, and not the camping site for the day before. 
  
  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:07/29/2022

  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.

  Ordered a set of tickets and then in a separate order ordered a parking pass. i only received the tickets. transferred to my Ticketmaster account without a problem. i used online chat when i didn't receive tickets and they kept saying they were sent, but i NEVER got an email saying it was. i went to Ticketmaster and they did not have the parking ticket to accept. REFUSED multiple times to give a refund on 100% buyer guarantee and they outright refused to and claimed that the Seller had provided proof he transferred. didn't receive that either. The parking ticket was never sent to me. I want a full refund as well as something to compensate me for having to constantly deal with their nonsense and not have the parking i purchased. Kept telling me would be delivered but never was. i checked emails/spam constantly for days on end. Truth is I got the first set with no problem (as well as using the platform before without issue either).

  

  Business Response

  Date: 08/08/2022

  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.
  
  The delivery method for the parking pass our customer purchased was Electronic Transfer, which means our customer's parking pass was transferred online and needed to be displayed on a smartphone device in order to gain entry. When Electronic Transfer tickets or parking passes, which 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 our customer's parking pass transfer was initially delivered shortly after their order was confirmed on 7/19/2022. Valid documentation was obtained that confirmed the correct pass was transferred to the email address provided by the customer at the time of checkout, and as such, the pass was considered delivered. 
  
  The customer later contacted customer service on 7/24/2022 indicating they were experiencing issues locating their parking pass. Despite diligent assistance from the Vivid Seats customer service team we understand our customer may have been unable to access their transferred pass. While we understand and regret that the customer may have experienced issues using the third party platform on which the pass was transferred, Vivid Seats is not associated with any venue or primary ticket market. As such, these issues experienced by the customer were outside the control of **********************. As it stands the customer's order was considered fulfilled and as such does not qualify for compensation. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/29/2022

  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 purchased 4 tickets to see *********************** (totaling about $300) in concert for July 30, 2022 at ************ in *********. I bought these on May 10, 2022. I requested to receive the tickets via electronic transfer. After the purchase, i clicked "obtain tickets" but was directed that those tickets will not be available for transfer until 7/27/22. There was a link to use for the transfer that at the time. I went to look to see if they might be available early last week, and the link was no longer available. when i called vivid seats, they said that the seller states they had already been transferred to my email address ******************* on 5/10/22 and I should log into Ticketmaster to see them. When i did that, my account shows i have no past or upcoming event orders. I went back to look at my history in my email and i have no tickets. i called Vivid back and they escalated the case. They then directed me back to Ticketmaster and said since the seller already transferred the tickets, they can do nothing for me. I attempted to call Ticketmaster but they no longer offer customer support over the phone and says that I need to go through email instead. i sent an email to them and they directed me back to Vivid seats saying "If you purchased tickets from another ticketing provider (i.e. not Ticketmaster) or a 3rd party seller, you will need to reach out to them to request a refund". I then called Vivid back and asked for a refund and of course they said they could no longer do that because the tickets already show transferred. They then proceeded to say i need to connect Ticketmaster again. This should not be this complicated for an electronic transfer. I asked if they could just cancel out the transaction and then start fresh and charge me again, but they said they could not. So now I have no tickets, am out of $300, and have a bunch of hours dealing with this that i cannot get back. Vivid seats need to work on handling issues like this better for future customers.

  

  Business Response

  Date: 08/08/2022

  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 shortly after each of their order was confirmed on 5/10/2022. 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 each email sent to the customer. On 7/18/2022 our customer contacted customer service regarding issues accessing their tickets. In an effort to resolve the customer's concern the original ticket holder was contacted and proof that our customer had properly accepted their ticket transfer was obtained.  
  
  Once a ticket transfer is accepted it is under the sole possession and control of the customer rather than the original ticket holder or Vivid Seats. Provided this information, our customer's order was considered fulfilled in accordance with both our buyer guarantee and all agreed upon terms and conditions. As it presently stands, the customer's order does not qualify for compensation and we consider this matter closed. We appreciate the customer's understanding throughout this matter and if they have any further questions regarding their order we encourage them to contact our customer care team.   
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/09/2022

  
  
  Complaint: 17640959
  
  I am rejecting this response because:

  The seller may have said they sent it to the correct email address but that was not the case since I did not receive the tickets at my email address which is ******************** After emailing back and forth with Ticketmaster, they informed my that the tickets were sent to ******************** That is not my email address so that is why I never received them. So not only did the seller not provide you with the correct address, I did not get the tickets I paid for and missed the concert. I should be reimbursed. Vivid should also have a way to ensure that ticket go to the correct buyer and not just assume that they sent it there. It only takes one wrong letter or number to change an email address. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/17/2022

  Thank you for responding. We appreciate the opportunity to further address our customer's concern and clarify our previous response. We would like note that our records indicate that the customer's ticket transfer was sent to, and accepted by, the email address entered by the customer. Please note that this email address is identical to the email address that is both on the order, and on this claim. Valid proof was obtained from the third party ticket transfer platform confirming the completion of the customer's ticket transfer. Provided this information the customer's order was appropriately fulfilled and does not qualify for cancellation. Furthermore, 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:07/28/2022

  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.

  We purchased 3 tickets to Glass Animals playing in ********* in early February 2022. Delivery had 2 of the 3 tickets received, with a 3rd ticket transferred to an unknown party. A ticket was immediately opened with Vivid to review, and after weeks of follow up, on April 12 of 2022, a replacement ticket was sent but could never be claimed. We called several times in the weeks prior to the show asking for assistance and was told they could not assist unless we were within 24 hours of the show. We still contacted then 72, 48 hours, and the day of, requesting a status on our 3rd ticket or refund to purchase a 3rd ticket as we just paid $400 for Covid tests that the venue required, including requesting a contact number to Ticketmaster to have them research, but were advised there is no number and we needed to work through Vivid who assured us our 3rd ticket based on their guarantee. After being escalated to *****, he couldnt determine if there was a glitch somewhere in the system and transferred us to another representative who advised we contact Ticketmaster to review, and gave us a bogus customer care number.

  

  Business Response

  Date: 08/17/2022

  Thank you for reaching out to us. At Vivid Seats, we value our customers and would like to take the time to address our customers concerns. It should be noted that Vivid Seats is an online resale marketplace, which means we do not own or generate ticketsinstead, we merely facilitate transactions between ticket buyers and ticket sellers.
  
  As a secondary marketplace, we are not affiliated with any artist or venue; instead, we act as an in-between for customers and sellers. While we do not own or generate tickets, we do process thousands of successful orders each dayand each order is given the full protection of our Buyer Guarantee. This guarantee ensures that any order a customer places on our site will be fulfilled with valid tickets, accurate to their purchase, and prior to the event. In our procedures to uphold this standard, we screen each seller to ensure that their listings are authentic and dispersed properly. Nevertheless, because the hundreds of sellers on our network process a large volume of orders each day, errors do occur in some extremely rare cases. 
  
  With respect to our customer's order, it was confirmed that two of three tickets were originally delivered. After our customer contacted us regarding this matter, Vivid Seats worked diligently to rectify the issue and ultimately had the third ticket sent on 4/12/22. It is worth noting that we have obtained valid documentation confirming all three tickets were transferred to the email on file, prior to the event. As such, the order has been fulfilled in accordance with our Buyer Guarantee and we consider this matter closed. If our customer has any further questions regarding their order, we welcome them to contact our customer service team.
   
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17639830
  
  I am rejecting this response because: Vivid advised us the issue was with Ticketmasters system and advised I would need to resolve with then. No proof or backup was provided by Vivid that we received and accepted tickets. Vivid provided a bogus phone number to Ticketmaster in an obvious attempt to close my case and take no responsibility for tickets that were purchased through their application. We paid for 3 tickets and only able to utilize 2.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/28/2022

  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 ordered tickets for a concert being held at ************ July 31st, order went through got confirmation, then I received a call that something was wrong with the initial order and they cancelled it, but reinstated it in November they charged my credit card, but order still shows cancelled in their system. When I called about a refund, they claim tickets have been electronically sent, but can provide no proof of this. I have called 102 times, emailed customer service, no response. When I call it is a different story each time. It has been more than 6 months so I cannot dispute the charge. I am at a loss of what I can do at this point.

  

  Business Response

  Date: 08/05/2022

  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 7/31/22. 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. 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 11/22/21 and retransferred again on 7/28/22.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all of their concerns and explained that their order was not cancelled. 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

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17638693
  
  I am rejecting this response because: that isnt even my order. My tickets were to ********************* at ************ on  7/31. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/18/2022

  Thank you for your response. Please note that our customer is correct, and they did purchase tickets for the ********************** we apologize for the misinformation. Regardless, all other information regarding our customers claim is accurate. We have thoroughly discussed this matter with our customer and have documentation that shows the tickets were transferred directly to the email address they provided at checkout. As such, we consider this matter closed. We appreciate our customers understanding. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/28/2022

  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.

  Bought 2 ******* Cup tickets for Game 2 for $1825.28 total (Order number ********). I was unable to go to this game so I put the tickets for sale on their platform.I sold the two tickets (Under Order number ********) and didn't realize my deactivated PayPal account was integrated to receive payment ********************* I chatted with customer service to let them know of my issue and gave them my alternate PayPal email address ********************** At which I was told their verification team would verify this account and push the payment through when ready. I was told to check back weekly. Every time I check back it is another excuse whether it is the verification team is still working on it, or to check back on Friday's when the company typically pushes payments through.I have since gotten my original paypal email/account reactivated ******************** and good to receive payment again. I have let their team know this multiple times with them being no help and not paying me for the sale.They keep telling me that payment has been processed and to check back in **** business days when they think it should go fully through and be processed. Unacceptable.Not once have I gotten an phone call, email, or any type of follow up from them regarding this situation. I need help and I need answers.Thank you!***************************** ****************** ************

  

  Business Response

  Date: 08/17/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer and fan seller. 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 listing process. In this case, our fan seller's payment was originally processed on 6/21/22 to the PayPal account that was on file. As our fan seller contacted us regarding the inactivate PayPal account, the account was updated and payment was resent to the alternate PayPal account on 7/29/22. If our fan seller is in need of assistance with locating the funds, we recommend that they reach out to PayPal for further details.
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service 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 one ticket to LynrdSkynrd on 7/22/2022. On that date I was on the phone with customer service for 1/2 hour. They said Ticketmaster was blocking me. Ticketmaster did not have the ticket.I had bought 2 tickets to *********************** on 9/5/2022 from the same company. for $200.31. I called customer service this week and they put me on hold 5 times. Then they send me a link that didn't do anything. I still have time on this one but Livid Seats is not doing anything.

  

  Business Response

  Date: 08/05/2022

  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 order For Lynyrd Skynyrd was initially fulfilled shortly after the order was confirmed on 07/16/2022. At that time our customer was sent a delivery email which included a URL link to their ticket transfer. It should be noted that valid documentation was obtained from the third party site confirming the validity of the transfer link the customer received to access their tickets, and as such the order is considered fulfilled. While we understand and regret that the customer may have experienced issues using the third party platform, Vivid Seats is not associated with any primary ticket market or the ticket transfer platform. As such, these issues experienced by the customer, including being unable to access their account, were outside the control of Vivid Seats. As it presently stands, the customer's order # ******** does not qualify for compensation. 
  
  In the case of our customer's order for ***********************, tickets were sent via email on 07/06/2022. Like their previous order 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 follow to accept their ticket transfer. We recognize the customer has reported issues with this order as well and since our customer's event has not yet occurred if they require additional assistance we recommend they contact our customer service department for further resolution. 
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17630302
  
  I am rejecting this response because:They are stealing my money. I can not forgive and forget. It is just under $300. I am not going away. I will tell everyone never do anything with Vivid Seats.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17630302
  
  I am rejecting this response because: I have no tickets. You have my money.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/19/2022

  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 9/5/2022. For this reason, the order in question is 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

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17630302
  
  I am rejecting this response because:t ThEY HAVE DONE NOTHING.
  
  Sincerely,
  
  *************************