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:07/19/2022

  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.

  Vividseats had an area to input a promo code. I saw a promo code for $20 off and applied, to which the website said was applied successfully. The price at the bottom of the page was $72 with all taxes and fees included. I clicked confirm and paid. After I paid, the website charged my credit card $92 behind the scenes. I never agreed to pay full price and would not have used this service if I had known. When i called the business to dispute this, there was no action to fix this error not give me my money back. They offered no course of resolution besides telling me to go re sell my tickets somewhere else. This was a very deceitful business practice and it is predatory by knowingly defrauding consumers into false prices. I am attaching pictures I took after the fact when I made an identical order to show what I saw when i originally pressed purchase and show how misleading it is.

  

  Business Response

  Date: 07/26/2022

  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.
  
  Upon review of our customer's complaint, it was discovered that they were using a third party company when purchasing through us that we have no affiliation with. Due to this, we cannot speak as to any promotional offers that the customer was seeking to use as the third party company is the sole company that is involved in that process. Any promotional offers found outside of our main website *** not be applicable to purchases made with us as we do not hold any affiliation with those third party company or their offers. 
  
  As we are unable to provide any assistance to the customer on behalf of the third party company that offered the promotion, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17591955
  
  I am rejecting this response because you fail to recognize that your business is fraudulently displaying prices while charging different higher prices once the customer presses confirm.
  
  Sincerely,
  
  Matt

  

  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 further address this matter. As previously stated, Vivid Seats is unable to guarantee the validity of any promotional offers that are not offered directly from us. As the promotional code mentioned by our customer did not come from us and was instead discovered through an unaffiliated third party, we are unable to provide any assistance regarding this matter. At this time, we continue to consider this matter closed and thank our customer for their understanding on this matter. If our customer has any further questions or concerns, we invite them to reach out to our customer service so that they can be addressed.
  
  Regards,
  
  Vivid Seats

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17591955
  
  I am rejecting this response because you are operating with illegal business practices. 
  
  Sincerely,
  
  Matt

  

  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 further address this matter. We would be happy to provide further clarification on this matter, however, our customer has not brought forward any further concerns other than what has been addressed already. At this time, we maintain that the order was fulfilled in accordance with our Buyer Guarantee. If our customer has any questions pertaining to their order, we encourage them to contact our customer service department.
  
  Regards,
  
  Vivid Seats

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair 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.

  I sold five event tickets that I had purchased directly from a venue on the Vivid Seats marketplace. Three out of the five tickets were purchased shortly after I posted them for sale. However, I received a call from a Vivid Seats representative letting me know that one of the tickets had not uploaded properly and asked that I email them the full PDF containing all five tickets. Per the representatives request, I sent all five tickets to the email provided. The representative confirmed that there were five tickets and asked me how I want them divided up. I instructed them to provide tickets 1 - 3 and leave tickets 4/5 for sale. About a week later, I received an email indicating that someone who purchased my ticket was denied entry to the event. My initial assumption was that they were falsely claiming that they did not get in, as the tickets were in fact valid. I responded to investigation based on this assumption. After several days, I received an email stating that they had sided with the buyer because "we can see that seats 2-3 were uploaded to Order ********, and seats 1-3 were provided to order ********" and were fining me $267.50. I immediately came to the conclusion that it was an error made by a Vivid Seats representative. Instead of following my clear instructions, they sold seats 1 - 3 and then resold seats 2 - 3. I replied with a detailed timeline and screenshots of my correspondence with the Vivid Seats representative. Vivid Seats has not responded to that email or several follow up emails. They will not speak to me over the phone. It is 100% clear that an error was made by an employee, they should have E&O insurance to cover administrative errors, but they are unwilling to take accountability.

  

  Business Response

  Date: 07/26/2022

  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, as well as one of the best marketplaces for sellers to list their tickets with.
  
  In this case, this matter was reviewed thoroughly by our team. In the interest of providing a positive resolution to this matter, a one-time courtesy resolution was provided. We are pleased to have reached an amicable resolution and, at this time, consider this matter resolved. If our fan seller has any additional concerns pertaining to their order, we encourage them to contact our customer service department.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 07/27/2022

   
  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:07/16/2022

  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.

  7/12/22 purchased 2 tickets from Vivid for *****, order # ********. Upon receiving confirmation of the purchase via email, I received instructions with a link to access the tickets via a link to ticket master, once the link was clicked it took me to a ticket master page that said"oops something went wrong. At this point I called vivid to try and resolve the issue which I was instructed to troubleshoot the issue trying everything from sending the email with the link to a different email address, turning my wifi off, trying mobile site and desktop site, using the link while on ****** with it set on incognito with nothing working providing me access to the ticket with the barcode. After a 2nd phone call and more troubleshooting and being placed on hold many times the rep said that it was a security measure and that I would have access to the tickets 2 hours before the show. 2 hours before the show I was still unable to get access to the tickets so I called again and at this point I requested a refund or different tickets which I was told they could not and that the previous rep noted that I had gained access to the tickets and barcode which was a complete lie, but that they would reach out to the owner of the tickets and ask to send them again and that I should have them before the show started. Well that email never came and the show was about to start in 45 mins so I drove to the venue hoping I would get that email but it never came so I purchased a 2nd set of tickets in the parking lot 20 mins before the show started so I could take my son. At this point I had spent over 2 hours and multiple calls trying to resolve the issue and even contacted ticket master and they were unable to help and would just refer back the the company I purchased the tickets from. I want a full refund for the tickets that I was never able to gain access to. Attached receipt from 2nd set of tickets purchased in a different section with the same card and screenshots of the error messages

  

  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 7/12/22 at 8:38 PM CST for Paw Patrol Live, which took place on 7/13/22. The delivery method for the tickets our customer selected was Electronic Transfer, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When Electronic Transfer tickets that are purchased on a primary market website are resold on the secondary market, the seller will transfer the tickets from their account to the new buyer through a URL link emailed to our customer. Once our customer accepts the transfer, the tickets will no longer be in the seller's account. Please note that our customer was sent their ticket link on immediately after they placed their order.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all of their concerns. We maintain our customers order will be fulfilled in a timely fashion per our terms; as such, we consider this matter resolved. If our customer has further questions regarding their order, we encourage them to contact our customer service team. 
  
  Regards,
  Vivid Seats
  
  

• Initial Complaint

  Date:07/16/2022

  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 have purchased a ticket through this company. I never received the tickets I purchased and they refused to refund me.

  

  Business Response

  Date: 07/26/2022

  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.
  
  Tickets for our customer's event were transferred electronically to the email address associated with the order immediately after their order was confirmed on 7/11/2022. The customer later contacted our customer service regarding issues accessing their ticket transfer due to no longer being able to access their email. As a courtesy our customer care team contacted the original ticket holder to request that the tickets be transferred to an alternate email address. Please note that such requests are not guaranteed and that valid documentation was obtained which confirmed the correct tickets were transferred to the email address provided by the customer at the time of checkout. As such, the ticket delivery was marked as completed and as it presently stands the customer's order does not qualify for compensation. 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:07/15/2022

  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.

  So I purchased my tickets to a concert at ******* in ************. Leading up to the concert, I received an email that I should have an email to accept my tickets from the seller. I check my email and there is no email to accept the tickets so I call in. A rep picks up the phone and I tell her what's happened. They are checking with their team and having me search my emails and junk and spam folder. I have nothing so they told me they contacted the reseller and he should send it within 30 minutes. I told them what if he doesn't send the tickets within 30 minutes. They told me to call back and they would have other tickets for me. 30 minutes pass and no email for that ticket. So I call in and basically now they tell me if I could go to the box office and see if I can get the ticket if I can confirm the seat information. I go to the box office and repeat my ticket information to the attendant and they told me that no seats exist for those seats. So Vivid Seats told me that they will transfer me to someone who will give me a refund. The guy tells me that he will process the refund.I get a call a minutes later saying they can't refund my ticket. So then I told them the tickets aren't real and the seller was going to send the tickets and never did (which totally makes sense). I then get transferred to another rep who I tell them my story and they then tell me they would transfer me to someone who would process my refund.I then get another person who has no idea what is going on and is talking to me like I was a brand new caller. I asked if any notes were taken during the previous calls and she said it was all over the place. So I had to repeat my story to yet another person (it's about 2 hours since the concert has started) and she essentially tells me that she is powerless to give me a refund. They said that since the seller canceled, there would be no guarantee that I would receive tickets and that I would not be receiving a refund. I despise this company.

  

  Business Response

  Date: 07/25/2022

  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 7/13/22 at 10:56 AM CST for the Deadmau5, which took place on 7/10/22. The delivery method for the tickets our customer selected was Electronic Transfer, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When Electronic Transfer tickets that are purchased on a primary market website are resold on the secondary market, the seller will transfer the tickets from their account to the new buyer through the website they were originally purchased on. Once transferred, tickets will no longer be in the seller's account. Please note that our customer was emailed their ticket transfer on 7/14/22 at 7:30 PM CST to the email address they provided at checkout. Please note that the customers tickets were also transferred a second time to the email address they provided, closer to the event start time.
  
  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all their concerns. We maintain that our customer was sent their tickets in timely fashion. Also our customer filed a financial dispute, which was resolved in our favor. 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 team.
  
  Regards,
  **********************

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17575606
  
  I am rejecting this response because:

  of the fact that I had no way to accept the tickets.Tell me how I would receive my tickets if never get the email to accept it. At the end of the day I paid for tickets and never received them. Your justification was it was sent out but we DONT CARE if you received them or not. we are just a resleer

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

• Initial Complaint

  Date:07/15/2022

  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.

  SAT 2022 MAY 14 7:00PM Qty: 2#******** *********************** ************************************* **********, ** I did not receive my tickets Made numerous phone calls and sent numerous emails Gave them a second email address for them to send me and opened that up and got bunch of scam emails In dispute with pay pal credit Account showed they were still processing day before concert I had to cancel hotel room etc

  

  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 3/11/22 at 10:11 AM CST for ***********************, which took place on 5/14/22. 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 5/3/22.
  
  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. Aside from this claim, our customer filed a financial dispute, which currently remains active. If our customer has further questions regarding their order, we encourage them to contact their financial institution. 
  
  Regards,
  Vivid Seats 
  
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17575668
  
  I am rejecting this response because: obviously you can see they were still processing day before  concert according  to my document I uploaded. This was the second time order was processed. Gave them multiple emails and I did not get anything from them or the person that was supposed to supply tickets.  They put it into processing stage twice.  You see they can do anything they want with it to make them look good.  In dispute with pay pal currently.  The company is a scam. I realize they they are sent to view via mobile but I cant view if no one gets me access to them.  I even told them to give me the information of the person supplying it and they would not do it. I Have an agreement with them but they also have an agreement to get them to me.  Especially when I provide multiple emails.   If they were sent they would have shown ** in both or 1 of the emails.  Also there should be proof of theses tickets somewhere but where is the proof?  Looked on other apps that supply tickets and nothing to be found. I even created accounts with locations and nothing. if seller didnt provide tickets someone should be covering for this!!!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/05/2022

  Thank you for responding. Although our customer claims their order had a status of Processing, that does not indicate that they did not receive their tickets. Our customer contacted us 5/4/22 explaining that they wanted to have their tickets retransferred. Per our protocol, the status needed to be changed in order for us to go through the retransferring process with our seller. We explained that the retransfer process was not a guarantee, and it turned out that our seller could not retransfer the customers ticket as they were previously sent to our customer on 5/3/22. It is important to mention that our customers financial dispute was resolved in our favor. If  they have any questions regarding their order, we encourage them to contact our customer service team. 
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17575668
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  i am continuing to refuse there answer. If tickets were there to begin with they should always be able to resend no matter what.

  I gave them 2 email addresses and still no tickets. I also asked them to give me information of the seller and they would not do so.

  The dispute I had in with Pay Pal has not been in favor with Vivid after 7 disputes.  I should hopefully get my refund soon.

  Again if tickets are there they should always be able to be resent especially since I gave them multiple email addresses.  If I received emails from vivid obviously they should be able to get me the tickets someway and they didnt do so.  An agreement was broken and it was even followed up with me. Do not choose this company to do business.

   

• Initial Complaint

  Date:07/15/2022

  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.

  My Fiance purchased event tickets from Vivid during the pandemic. Unfortunately, we had to move and the tickets got lost in the move. We contacted Ticketmaster who was the original issuer of the tickets and they said to reissue the tickets for the event they needed Vivid seats to contact the original seller and acquire the original order number for the tickets. Vivid has said they contacted the original seller but will not provide this information, nor will they refund the $600 paid through their sight. They insist they cannot give us the seller's information and we have tried several times to tell them we are not asking them to give it to us but for them to provide it to the ticket master or ask the seller to contact the ticket master and they will not assist us. They simply offered us $125 as a consolation. Since they are refusing to assist I feel they should refund the whole amount if they are not willing to refund the tickets.

  

  Business Response

  Date: 07/25/2022

  Thank you for reaching out to us at Vivid Seats we appreciate this opportunity to address our customer's concerns. However, upon further review it appears the information provided on this claim does not pertain to any order placed on our site. As such, we are unable to provide assistance at this time. We encourage them to review any correspondence they had with the company as well as their financial statement to ensure they contact the correct entity in relation to their concerns. If they maintain that the order was placed with us, we encourage them to provide a valid order number or contact our customer service department directly for further assistance. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/14/2022

  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 3 tickets for a concert off Vivid Seats in December 2021. The concert was for ************************* at *********************, ******** ******** on July 8th 2022. I received an email link to access the Electronic tickets, but the email did not work and brought up an error screen. I called multiple times to discuss the problem, and was told that I could not access the tickets until 24 hours before the event. I tried accessing the tickets 24 hours before and it still did not work. I called more than 10 times within that 24 hour time period prior to the event. I was told they were monitoring the situation and were contacting the seller to send a new link. I was told that the issue would be resolved and I would have a new link to access the tickets and was assured multiple times I would receive my tickets before the event. They kept using the same phrases and sentences every time I called. Rest assured you will get your tickets. We have contacted the seller and you will receive the tickets within the hour. We asked to speak to a manager, they would not comply. We asked to have the representatives name, they would only give their first name. I never received a new link and was never able to access the tickets. They only do refunds for cancelled events. I paid $252.81 for 3 tickets that I never received. I could not file a dispute with my credit card company because the transaction happened more than 60 days ago. I bought the tickets as a gift to my girlfriend and she was not able to go. I have heard stories of this happening to multiple people at this one country concert alone. I want these companies to be held accountable, people work hard for their money. I would also like to receive a refund. Thank you for your time, and I hope the BBB is able to come to a resolution that punishes this company and any others like it.

  

  Business Response

  Date: 07/21/2022

  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 12/1/21 at 1:44 PM CST for *************************, which took place on 7/8/22. The delivery method for the tickets our customer selected was Electronic Transfer, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When Electronic Transfer tickets that are purchased on a primary market website are resold on the secondary market, the seller will transfer the tickets from their account to the new buyer through a URL link emailed to our customer. Once our customer accepts the transfer, the tickets will no longer be in the seller's account. Please note that our customer was emailed their ticket link the same day they placed their order, to the email address they provided at checkout. 
  
  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

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17565973
  
  I am rejecting this response because:

  The issue was not resolved in a timely manner. We reached out to the companies customer service several times complaining that the link the seller provided did not work. Their customer service did practically nothing to resolve the matter except making empty claims that they were fixing the problem. We never received the new link they claimed to be working on and were unable to attend the event we spent over $250 on. As you can see, in the attached picture we received our tickets on July 21 which is 13 days after the event occurred, if you consider that a timely manner. I would not consider that resolving the issue is a timely manner. This company obviously has a bad reputation via the Better Business Bureaus reviews and ratings. i find it ridiculous we could not attend the event because of their incompetence yet they did nothing I asked for, which was a payment adjustment and an apology for the inconvenience they caused us the 24 hours leading up to the event and the actual day of. They got paid for doing absolutely nothing. It is illegal to take money from consumers when they have not provided any type of service or merchandise. This company is a scam. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/29/2022

  Thank you for reaching out to us. We have been in contact with our customer and are pleased to have reached an amicable resolution. 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:07/14/2022

  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.

  Date of the transaction: December 10, 2021 Amount of money paid the business: $634.40 What the business committed to provide you: 4 tickets to a *********************** concert to be performed on June 25, 2022 at ********************************* What the nature of the dispute is: The date of the concert was changed after the purchase. I can not attend the new date, and they refuse to refund the money for the tickets. They are doing this under the guise of being a reseller, but they clearly work in conjunction with organizers to immorally protect themselves from liability. Whether or not the business has tried to resolve the problem: They have not. There only suggestion was to resell to the tickets, and I am sure they are doing this so they can double dip and make yet more money off of this transaction. Account/order tracking number: Order #********

  

  Business Response

  Date: 07/20/2022

  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.
  
  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 enforce an all sales are final policya standard throughout the industry. Our sales policies, including our all sales are final policy, are disclosed throughout the purchase processfrom a notice on every ticket page to a sales terms statement displayed at checkout with the message All sales are final. All prices are listed in US Dollars (USD).
  
  These terms were created with protection and fairness for all users of our site in mind, including both buyers and sellers. Under the current circumstances, many events are being rescheduled to later dates. Within our terms, it is outlined that If an event is postponed or rescheduled, your order will not qualify for a refund and your tickets will be valid for the rescheduled date.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all their concerns. 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 so that they may be addressed.  
  
  Regards,
  Vivid Seats
  
  

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17550594
  
  I am rejecting this response because:

   

  Before I fully respond to this in full can I please know what the VividSeats policy is when an event is cancelled altogether.   

   

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

  

  Business Response

  Date: 08/03/2022

  Thank you for responding. We appreciate the opportunity to further address our customer's concerns. While the circumstances surrounding the postponement are unique, the policy relating to postponed events states "if an event is postponed or rescheduled, your order will not qualify for a refund and your tickets will be valid for the rescheduled date." If the event organizers elect to cancel the event entirely and announce that there will be no rescheduled event, then our customer will be provided appropriate compensation per our terms. However, our customer's event has since taken place on 7/15/22. As such we consider this matter resolved. If our customer has further concerns, we encourage them to contact our customer service team so they can be addressed.
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/13/2022

  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 2 tickets to a baseball game - they never sent me the tickets I was on the phone over an hour and was hung up on 2 times

  

  Business Response

  Date: 07/20/2022

  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 7/13/22 at 5:53 PM CST for ********** Reds at ******** ******** which took place on 7/13/22. The delivery method for the tickets our customer selected was Electronic Transfer, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When Electronic Transfer tickets that are purchased on a primary market website are resold on the secondary market, the seller will transfer the tickets from their account to the new buyer through a URL link emailed to our customer. Once our customer accepts the transfer, the tickets will no longer be in the seller's account. Please note that our customer was emailed their ticket link the same day they placed their order, to the email address they provided at checkout. 
  
  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
  
  

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17564465
  
  I am rejecting this response because:

   

  I was on the phone with there customer service over an hour and they said the tickets would be in the *** ballpark app. We tried various times to delete the app and reinstall the app. None of this ever worked. Then they hung up on me 2 times even after offering me a refund. This has happened to other people as well by viewing reviews on trustpikot website. This is an outright thievery of 825 and they did not ever send the tickets. It is total fraud.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/03/2022

  Thank you for your response. As previously stated, our customer was sent their tickets via URL transfer, which they had to accept by clicking on the link provided. Our customers order was fulfilled per our terms, therefore we are unable to provide any compensation. We currently consider this matter closed. 
  
  Regards, 
  Vivid Seats

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17564465
  
  I am rejecting this response because:I dont care what vivid says I was on the phone with them for close to 1 hour after this game started. I NEVER GOT IN THE **** these werent ****************************** over 800 dollars and I would have to be insane to buy 800 dollar tickets and be outside of the stadium and not use the tickets !!! The tickets NEVER CAME TO MY PHONE OR TO THE *** BALLPARK APP AS THEY TOLD ME THEY WOULD. It is insane that a company knows the tickets werent in the *** ballpark app and there own customer service was on the phone with me for an hour and theyve proven themselves horrible business people. The same exact complaints that Im saying are the same complaints stayed by many other people. I never got what I paid for and that is a theft of my money !!! If you buy something and they dont deliver it is stealing period !!!  They never provided the tickets 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/12/2022

  
  Thank you for your response. As previously stated, we explained how our customer was delivered their tickets and how they could access them prior to their event. Although our customer states that they did not have access to their tickets for their event, that is incorrect. We maintain that our customer was provided with their tickets in a timely fashion, therefore, we must abide by our All Sales Are Final policy. We appreciate our customer's understanding. 
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17564465
  
  I am rejecting this response because:e Rey single download you give me is the same exact thing -I bought tickets at 653pm on the date above THE COMPANY DID NOT SEND ME ANY TICKETS OR ANY LINKS TO TICKETS You CANNOT CHARGE SOMEONE IF YOU DID NOT PROVIDE THE PRODUCT PERIOD YOU CANNOT CHARGE SOMEONE FOR A PRODUCT AND NOT PROVIDE THE PRODUCT That is called LARCENY !!! You cannot be on customer service with there company for close to an hour and they not provide the tickets THEY STOLE MY MONEY - ITS UNACCEPTABLE BUSINESS PRACTICE TO STEAL FROM ***** CLIENTS - THIS COMPANY STOLE MY MONEY PERIOD -
  
  Sincerely,
  
  *******************************