Complaints

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

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  Vivid Seats LLC

  24 E Washington Suite 900 Chicago, IL 60602

  
• 

  Fanxchange Ltd

  602 - 30 Duncan St Toronto, ON M5V 2C3

• 

  Fanxchange Ltd

  101 - 30 Duncan St Toronto, ON M5V 2C3

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

• Initial Complaint

  Date:07/25/2022

  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 July 7, 2022 I purchased three tickets to a baseball game on the Vivid Seats website. Instead, of getting the tickets I paid for, Vivid Seats sent an "invitation" link to my email. The link directed me yet somewhere else- to download an app, the tickets were supposed to be in that app **** app). Only two out of three tickets were there. I missed one hour of the game with customer service, trying to get my third ticket, to no avail. On July 8 I called to file a claim for reimbursement of the ticket Vivid Seats did not provide. They opened a supposed investigation but denied the refund despite their breach of sale contract and NO PROOF THAT THE TICKET WAS USED, OR EVEN ISSUED. They pass the buck to the vendor (?), but my payment-for-tickets contact was with Vivid Seats.

  

  Business Response

  Date: 08/04/2022

  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 the customer's tickets were sent via email immediately after their order was confirmed on 7/7/2022. The customer later contacted our customer service team regarding issues locating one of their transferred tickets. At that point our customer care team attempted to assist the customer in accessing their ticket. Please note that the customer's ticket delivery email contained three separate transfer links, one to each of their tickets, which needed to be individually accessed. It should also be noted that valid documentation was obtained from the third party site confirming the validity of the transfer links the customer received. Furthermore, in order to assist the customer ********************** contacted the original purchaser to confirm the tickets were also transferred directly to the customer's email address through the third party ticket platform. 
  
  Provided this information the customer's order has been considered fulfilled. 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, the issues experienced by the customer were outside the control of **********************. At this time the customer's order does not qualify for compensation and we consider this matter closed. We appreciate the customer's understanding throughout the matter and if they have any further questions regarding their order we encourage them to contact our customer care team.   
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/25/2022

  Type:Delivery 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 #******** on June 8th I purchased 2 bad bunny tickets for the concert at ********* dome *********** **, a third party vendor supposedly transferred me the tickets to my Ticket Master account but when I check my yahoo ticket master account which is the one I used for the purchase and the one I provided for the purchase, the OOPS message pops up saying that the tickets have already been accepted by another email. Just to make sure I checked my ****** account also and there was nothing there. I called vivid seats once a week for 6 weeks straight and I keep getting the same answer. They are waiting to hear back from the seller to confirm what email address it was sent to. Even if they confirm that would solve nothing, because the tickets are not in my yahoo account. I paid over $900 for the tickets. They have failed to find a solution to this day. All I ask now is for a refund, this has been the biggest headache ever, they cannot locate the tickets or get a hold of the seller so they can cancel the tickets and re send them. The concert is in September, but I do not see them working towards a solution and the time will come and I will not have the tickets. I am trying to get ahead of this so Vivid can either find the tickets or simply refund me the money.

  

  Business Response

  Date: 08/04/2022

  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 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 6/8/2022.  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. The following day our customer contacted customer service regarding issues accessing their tickets. In an effort to resolve the customer's concern the original ticket holder for each order 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,
  **********************

  Customer Answer

  Date: 08/05/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/25/2022

  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 two tickets from this online vendor for an event coming up. I did choose to select zone seating which guarantees that you will be given tickets within a range of zones listed. No where in Vivid Seats zone seating policy does it mention that it you are not guaranteed to have seats assigned next to eachother if you are buying 2+ tickets. I know that it states they cannot guarantee specific seating in terms of me choosing, however if I had known that I was also not guaranteed seating directly next to each-other then I would not have purchased from them. I am highly dissatisfied with their unclear policy as it is misleading and unfair to the consumer. I have attempted to reach out to Vivid Seats customer service and they refused to escalate my complaint further beyond the customer service representative. They also failed to attempt any type of solution for this matter and simply did not care about my concern.

  

  Business Response

  Date: 08/04/2022

  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 artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. As such we have reviewed the customer's claim and would like to provide clarification regarding their concern. The documents provided by the customer show that they received two **********************, Section Mezz Row G Seats 15 and 17. Please note that, as is common at many venues, ************************ has even-odd seating in which a whole section will have either only odd numbered seats or even numbered seats. As such, we would like to note that seat 15 and seat 17 are located next to each other. As it stands the customer's order was appropriately fulfilled in accordance with all listing notes, all agreed to terms, and with our 100% Buyer Guarantee. 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

• Initial Complaint

  Date:07/24/2022

  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 for a dodger game. 1 hour before the game the tickets had not been delivered, I called customer service to ask for a refund since 1) the tickets were never transferred to us, 2) they could not locate the tickets, 3) I live 1 hour away from ************** so I wasnt going to drive to the game without the tickets. I was on the phone for 2 hours, on hold for most of that time. They finally agreed to a refund but said I had to speak with someone else so they transferred me again and I was on hold for another hour and they hung up on me. I checked my emails and still no tickets!

  

  Business Response

  Date: 08/03/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Although the claim was filed by *************************, the order in question was placed by ***********************************. 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 7/24/22 at 1:14 PM CST for San Francisco Giants at *********** ******** which took place on 7/24/22 at 1:10 PST. 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 7/24/22 at 1:15 PM CST.
  
  The customer reached out regarding their tickets, and they were informed that a would request to have the tickets re-transferred to their email address would be made. Because the tickets had already been transferred, this was only a request; consequently, we were unable to guarantee these tickets would be transferred to the suggested alternate email address. The records indicate that their tickets for the event were successfully re-transferred to the email address the customer provided at 7/24/22 at 2:45 PM CST.
  
  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 we encourage them  to contact our customer service team.
   
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/24/2022

  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 to see A concert in July 2021. The concert was rescheduled until August 12, 2022. My tickets were fine until I checked them on July 23, in my Apple wallet. The barcode has now disappeared and my tickets say expired. I no longer have valid tickets. I spent ****** and attached proof on my credit card statement. I tried to find my order in my online account and now it is gone. I only have the email, attached as well where I accepted but there is no order number. I am very disappointed as I have waited over a year only to find out my tickets are no longer valid. Trying to find a phone number to call is impossible. I would like my tickets or a refund.

  

  Business Response

  Date: 08/03/2022

  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 5/8/21 at 5:51 PM CST for *********************, which will take place on 8/12/22. 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 that we have documentation that our customer was transferred their tickets to the email address they provided at checkout. 
  
  Per our customers attachments we can see they have their tickets available to them, as they show they are valid for the new rescheduled date of 8/12/22. It should be mentioned that these specific tickets do not need a barcode, since it is a contactless form of entry, as it states directly on the ticket Hold near reader. Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all of their concerns. We maintain our customers order was 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:07/23/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April of 2022, I purchased concert tickets for a show in ********* to be held July 22, 2022. With 1 week before the concert, I still had not got confirmation of my purchase. I had correctly followed all instructions and created an account through *** as well as downloaded their app. After several phone calls, chat sessions with both Vivid and *** (one lasting almost 5 hrs) one *** informed me the sale had been cancelled June 22, 2022 and another advised there was no record of the transaction . I was informed by Vivid they would have the vender resend the tickets, to be patient and I would receive an email telling me the tickets were delivered. They never did. I kept checking the status of my order on my Vivid account and it would say pending Since this was a bday present for my son, and time was running out, I used another company to purchase 2 tickets about 2 Hrs before the show. They were delivered to the *** app promptly and without difficulty, indicating there was no issue on my end. Half way through the concert, the tickets vivid allegedly sold me were still pending I attempted to resolve this with the company first by chat then by phone. The company claimed the tickets were delivered (they werent) and refused to refund my money. They ultimately hung up on me. After speaking with them I checked the status of my order and miraculously the page claimed the tickets had been delivered (they had not) I checked reviews of the company and it seems Im not the only one who has experienced these issues.

  

  Business Response

  Date: 08/02/2022

  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 4/29/2022. As of 7/19/2022 valid **** was obtained which confirmed the customer had accepted the transferred tickets into their personal account. 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: 08/06/2022

   
  Complaint: 17615225
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/15/2022

  additional information or response in their message. We maintain we thoroughly addressed their concern in our original response and without further input from our customer we cannot provide additional information regarding their order. If our customer has any additional concerns we encourage them to contact our customer service department. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/22/2022

  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 previously filed a complaint for this said transaction with VividSeats and was given a refund, credit, and promise of ticket to the concert. I did not want a refund nor credit and specified that clearly. I only wanted to go to the concert. The concert is 24hours away and I have no ticket. Multiple representatives guaranteed me a ticket and now the most recent agent told me there is no guarantee. I was informed by vividseats that the original ticket was voided by the seller. Vividseats allowed the seller to cancel their sale several months after the sale was finalized thus leading to this dilemma. Vividseats refuses to clarify why they authorized the cancellation of the sale months later. They have not denied the process being fraudulent. Obviously I will not be able to make it to the show because of this. I would like a full investigation into the authenticity of the seller because I believe they sold fake and counterfeit tickets through vividseats or that someone at vividseats allow the cancellation for profit. There is illegal activity regarding this transaction and I am the innocent victim in the scenario. I would love for the BBB to acquire specific clarification as to why vividseats allowed the cancellation and if necessary have legal charges brought against the company for unethical and illegal behavior.

  

  Business Response

  Date: 08/01/2022

  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. As a secondary marketplace, Vivid Seats is not affiliated with the event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. 
  
  All orders placed on our site are subject to seller confirmation and ticket availability. On the rare occasion that an issue is reported with provided tickets, we work to fix the issue in time for the event, or if necessary, fully compensate the customer as detailed in our Sales Terms and Conditions. In this case Vivid Seats customer service worked extensively prior to the customer's event to resolve their concern. Ultimately, as no resolution could be provided, the customer's order was cancelled and refunded. As this resolution complies with both our 100% Buyer Guarantee and all agreed upon terms no further resolution may be provided for this order. Please note that prior to receiving this claim we have already thoroughly addressed this matter with our customer and as it stands we consider this matter closed. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/22/2022

  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 two tickets of of vivid seats site in April for a concert happening at the end of July I was charged ****** for the tickets on April 2. I received the tickets and had them until beginning of July when tickets where transferred to the original purchaser due to structural damage at the stadium where the concert is. Ive contacted vivid seats customer support repeatedly and am not receiving any resolution.

  

  Business Response

  Date: 07/27/2022

  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 04/02/2022 at 11:57 AM CST for ********************** which took place on 7/23/2022. 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 indicate that their tickets for the event were transferred to the email address our customer provided on 4/2/22 at 11:59 AM CST. 

  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all of their concerns. Please note that we are currently working with the seller during our investigation and will follow up with updates on our customers order; as such, we consider this matter resolved. If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department for assistance.  

  Regards,   
  Vivid Seats 

  

  Business Response

  Date: 08/10/2022

  Thank you for reaching out to us. Our loyal customer was refunded in full for their order and on top of that, was provided with additional store credit for the inconvenience via email. At this time, we consider this matter resolved. If our customer has further questions regarding their order, we encourage them to contact our customer service team for assistance.  
  

  Regards,  
  Vivid Seats 

• Initial Complaint

  Date:07/22/2022

  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 (2) from Vivid for an ***** concert in ********* to take place on 07/22/2022. I had a conflicting event in ********** whose ticket I also bought through Vivid. The ***** tickets were put up for sale using the direct assistance of Vivid customer service. All appeared in order and the tickets showed available in the public domain. The expiration on this listing was dated for 07/22/2022 @ **** hrs. PDF download was shown as the delivery method. All of this took place on 07/19/2022. All conversation and documentation available to me appeared in order.I check the Vivid website the morning of 07/22/2022 and the tickets are no longer listed. I check my Vivid account and the tickets are neither sold nor listed. Subsequent discussions and actions with Vivid customer support on the morning of 07/22/2022 could not get the tickets to show in the public domain or provide an immediate viable option for the tickets to be listed. I was also told at this point the tickets needed to be uploaded by me via a computer as this was not possible with my phone. I am traveling without my computer. I had access to a computer on 07/19/2022 when the original listing took place but was not told this was a necessity. Out of over 1K with no options and Vivid technical support is either nonexistent or privileged from interactions with customers.

  

  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. 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 seller serviceand maintaining a simple, transparent listing and fulfillment process. Vivid Seats facilitates thousands of successful transactions each day with satisfied sellers, so we are confident in our fan selling process. 
  
  We understand that our customer was unable to attend their scheduled event and therefore attempted to list their previously purchased tickets as a fan seller through our site. As a fan seller they were able to complete their listing on 7/19/2022 and the listing was publicly broadcasted at that time. The listing however was removed the following day due to the fan seller not providing tickets which were required for the listing at that time. The fan seller was fully aware of this requirement as they contacted seller service on 7/20/2022 for assistance in re-broadcast their listing. Please note that at no point did any Vivid Seats agent assure the fan seller that their tickets were uploaded or that the listing was public when it was not. When the fan seller contacted seller service on 7/22/2022 they were once again informed that the listing was not public due to them not uploading the ticket files to the listing. 
  
  Vivid Seats provided ample explanation and assistance to the Fan Seller regarding the issues with their listing. This included broadcasting the listing as a courtesy for an extended period of time to allow the Fan Seller extra time to upload their tickets. If the Fan Seller was unable to upload their tickets either when creating the listing or in the subsequent days, this is outside the control of Vivid Seats. We maintain that sufficient assistance was given to this concern prior to the scheduled event and as such we consider this matter closed. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/22/2022

  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 6/10/22 I purchased tickets through Vivid to a concert in **********, **. I spent a couple hundred dollars on the tickets and had received the initial email, confirmation email, followed by a transfer email containing a link to Ticketmaster supposedly. I also received another email from what appeared to be Ticketmaster but the "Accept Ticket" option didn't work. I notified Vivid immediately after attempting to open link and could not gain entry to the concert. I spoke with them for an hour outside the venue with no luck. They informed me it was Ticketmaster issue and after spending two weeks dealing with them that turned out to be untrue. Ticketmaster didn't even have a record the tickets were ever purchased. After spending three more weeks dealing with Vivid customer support I received an email today stating they closed investigation and confirmed that seller transfered the tickets and no refund was going to be offered. I called them one last time and they decided to suggest that possibly it was my internet connection that wouldn't allow me to open link that evening of the event. To which I responded that we had tried several times to open. Then Vivid resent link 4 times, followed by sending it to my wifes email to possibly try it, and finally went so far as to enter the venue and request access to a computer. They helped me out and let me get in my yahoo account and of course the link still didnt work, neither did "copy & paste". This was clearly an instance of fraudulent activity though Im not sure on how exactly, I am sure that Vivid took my money with a guarantee Id receive valid tickets and none were received. I have spent over $2000 in the last year through them without an issue and even offered to accept a credit to my account. They do not hold up their "Buyer Guarantee" as I clearly was denied entry. Easily proven by the fact I was on the phone with Vivid support outside for half the concert!!#******** Koe ****** Concert @ ************* 6/10/2022

  

  Business Response

  Date: 07/27/2022

  Thank you for reaching out to us. Our loyal customer was refunded in full for their order and on top of that, was provided with additional store credit for the inconvenience via email. At this time, we consider this matter resolved. If our customer has further questions regarding their order, we encourage them to contact our customer service team for assistance.  
    
  Regards,  
  Vivid Seats