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:07/13/2022

  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 paid over $600 for concert tickets through Vivid Seats and never received the tickets. Numerous phone calls to customer service only to be told theres nothing they can do

  

  Business Response

  Date: 07/21/2022

  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:07/13/2022

  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.

  Before Covid, I bought 8 tickets for the ************************* concert on 1/02/2020 from Vivid Seats. A family member used his account to order the tickets, ************ The concert was supposed to be on Saturday June 6th, 2020 at 5 PM. Since Covid happened the concert was rescheduled twice. The ************************* concert was rescheduled for June 19, 2022. The day before the concert I tired to retrieve my tickets from his online account because I wanted to sell 3 of them but they were not on his account. I never received the e- tickets from 2020 nor did I receive a refund for my purchase over the past two years. Since **** bought them on his account he called Vivid Seats and Ticketmaster but both companies were giving him the run around but never produced the tickets. He even opened up claims with both companies but never got an answer. I ended up never going to the show because Vivid Seats nor Ticketmaster would refund my purchase or resend me my e-tickets. I would like my $2,470.32 back.

  

  Business Response

  Date: 07/22/2022

  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 1/2/2020. On 4/3/2022 the customer accepted the 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. It should be noted that valid documentation was obtained that confirmed both the transfer and acceptance of our customer's tickets by the email address associated with their order. 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

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a specific seat to ******** at the **************** Collision on Saturday, July 16 at 7:30pm Row ** **** 1. I specifically choose this seat due to its exact location. Upon receiving my ticket, I have a worse seat, not the seat I specifically choose. After talking to customer support, I was told ********************** are randomly generated (what that means I dont know) and there was nothing I could do.

  

  Business Response

  Date: 07/22/2022

  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.
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the event ******** at the ***************************************, they were presented with the options of available ticket listings. Please note that no listing on our site, for any event, displays or guarantees specific seat numbers, all listings presented to customers disclose only the section and row. After the customer selected their desired listing they navigated to the checkout page which features an in-depth order summary which displays the number and prices of their tickets, as well as the ticket section and row, and the total charge of $135.21 highlighted in bold text. Once the customer's payment information is inputted, the customer is presented with our sales policies, including our all sales are final policy, which are disclosed throughout the purchase process and displayed at checkout with the message, By clicking "Place order", you agree to the Vivid Seats terms of use and confirm that you are aware that you may be paying above face value for your tickets. Your credit card will be charged $135.21. All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order, at which time their order was complete.
  
  As a secondary marketplace, Vivid Seats is not affiliated with the event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Tickets are provided by the individual ticket sellers, not Vivid Seats. In accordance with our 100% Buyer's Guarantee our customer's order was appropriately fulfilled. 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. Prior to receiving this claim we thoroughly discussed this matter with our customer. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17560828
  
  I am rejecting this response because:

   

  Vivid Seats States: Vivid Seats operates on the secondary market.
  ********************* Response:  Vivid Seats in intentionality deceitful. If I choose to purchase a product or service, I expect to receive exactly what is advertised.  To suggest when I purchase a product (seat to an event) I should expect to sit in the exact seat I chose.  To get a horrible seat is unacceptable.  I received a horrible seat that I would never have chosen. 
  
  
  Vivid Seats States: a simple, transparent checkout and fulfillment process.
  ********************* Response:  The fulfillment process is intentionality deceitful and nefarious.
  
  Vivid Seats States: By clicking "Place order", you agree to the Vivid Seats terms of use
  ********************* Response:  This appears to be a legal way to intentionality avoid responsibility by being non-transparent and intentionality deceitful.
  
  Vivid Seats States: 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.
  Because our customers are purchasing tickets owned 
  ********************* Response:  This is the exact reason for my complaint.  Vivid Seats is intentionality vague, deceitful and nefarious.
  
  I would like to request the exact web-site link to all the claims of Vivid Seats listed above.  This will prove beyond a reasonable doubt that all Vivid Seats claims are either non-existent or intentionality nefarious and intentionality deceitful.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/05/2022

  Thank you for responding. We appreciate the opportunity to continue to address our customer's concerns and further clarify our checkout process and policies. 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. As such all ticket listings on our site on our site are managed by the individual ticket sellers, not Vivid Seats. As previously stated, due to the nature of our business on the secondary market no ticket listing for any event on our site specifies, or allows customer to choose, a specific seat. Furthermore, the checkout process outlined in our previous response clearly conveys the full transparency of both the ticket listing and the checkout process. In this case the listing the customer selected was listed as "Section: Grand Tier Left, Row: S" and their order was appropriately fulfilled with a seat in that section and row. As our customer's order was appropriately fulfilled in accordance with all agreed upon terms it does not qualify for compensation. As it stands we consider this matter closed. If our customer wishes to further review our terms and conditions they may do so at https://www.vividseats.com/terms.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17560828
  
  I am rejecting this response because:  **************** has made it clear that their business practices are deceitful and will continue being deceitful until legal action is taken.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/12/2022

  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 a ticket to a professional baseball game. The website clearly says that the tickets are guaranteed, my money is guaranteed, etc. My event was tonight- the Braves vs. **** game in *******. I tried to access my ticket today, and the seller apparently canceled the transfer. After I accepted it. So, Im out the money, and I have no ticket. I called Vivid Seats customer service and I was on the phone for over an hour. They said that they contacted my seller, and they said the ticket would be resent. It wasnt. I got in touch again. I asked for a refund. They hemmed and hawed, gave me the run around. Said the ticket wasnt guaranteed. Literally- the website and the fine print BOTH say that its guaranteed. Bold face lies. They wouldnt give me my money back. I contacted PayPal and Im trying to get the money back through them, by reporting fraud. This was straight fraud from vivid seats. Plain and simple. They kept my money and didnt give me a ticket.

  

  Business Response

  Date: 07/22/2022

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we are committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process.
  
  Our customer placed their order on 6/15/22 at 1:59 PM CST for the ******* Braves Parking, which took place on 7/12/22. 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 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 6/17/22 at 6:21 AM CST to the email address they provided at checkout. 
  
  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all their concerns. We maintain that our customer was sent their tickets in timely fashion. Aside from this claim, our customer filed a financial dispute, which remains active. As such, we consider this matter resolved. If our customer has any additional concerns regarding their dispute, we recommend they contact their financial institution. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/12/2022

  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.

  I purchased 3 tickets to *********** Patriots vs. ************** for 9/11/2022. I received an email with a confirmation #******** confirming my purchase and that the tickets will be electronically transferred to me on 9/10/22. Tonight I received an email that I needed to call customer service immediately because there is a problem with my order. After speaking with customer service I was informed that there was a pricing problem and that my order is being canceled. I asked to speak to a supervisor since this was their error and I already received a confirmation and my credit card was charged. I was informed that a supervisor would not speak to me and that they are canceling my order and giving me a $75 credit to use on other tickets. I want to get confirmation from you that it is the companies responsibility to honor what price they are selling the tickets on their website even if it is a lesser price than what is anticipated? Thank you for your time and attention

  

  Business Response

  Date: 07/21/2022

  Thank you for contacting us in reference to this matter. At Vivid Seats, we appreciate the opportunity to address the concerns of our valued customer. It should be noted that, as stated in our Sales Terms and Conditions to which our customer agreed prior to purchase, "********************** reserves the right to cancel and refund the buyer's order at any time for any reason." 
  
  On 7/12/22 our customer contacted us regarding their order and our agent explained that due to an issue with their ticket pricing, we would have to move forward with a cancellation. We also explained that they would be issued a full refund and for the inconvenience, we original payment would send over additional compensation which they could use for a future event on our website. As our customer was issued a full refund for their order, we are unable to issue further compensation than the one already provided. 
  
  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: 07/26/2022

   
  Complaint: 17558323
  
  I am rejecting this response because: Vivid seats needs to honor the original price posted on their website.  I received a confirmation number and instructions that my tickets would be electronically delivered on 9/10/22.  It is the right thing to do.  I have not used the $200 voucher that was sent to me
  
  **************************************************

  

  Business Response

  Date: 08/03/2022

  Thank you for responding. We apologize for the inconvenience our customer has experienced regarding their order. It should be noted that our terms state: On rare occasions when pricing errors occur, Vivid Seats shall not be liable to the customer for this error. As we were unable to provide our customer with their original tickets, we moved forward with a full refund and cancellation and issued an additional store credit to use to purchase new tickets if they desired. Therefore, we consider this matter closed. We appreciate our customers understanding. 
  
  Regards,
  Vivid Seats 
  
  

• Initial Complaint

  Date:07/12/2022

  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 $525.52 worth of tickets from Vivid seats on 1/12/20. Covid caused several postponements so I ask for a refund and was refused. New date is for today, 7/12/22 @430. I have been trying to locate my tickets since June 30 and have had no luck. I've chatted, emailed, and called several days and times. Vivid says an email is/will be sent and to "keep watching my emails". No email with transfer instructions or tickets ever came through. They asked for 2 more email addresses seeing if my yahoo was the issue. It was not. The 2 other emails also never received transfer emails. Vivid had me also create accounts on 3rd party apps with all 3 emails trying to locate the tickets, since they weren't able to tell me where exactly they were. I spent hours trying to locate these tickets to no avail. Today I spent nearly 2 hours on the phone with Vivid. They were still unable to produce tickets. My party left at 230 for the event. Upon arrival there were still no tickets. We purchased new tickets directly from Ticketmaster in the parking lot. Shortly after 4, less than 30 mins to the event, Vivid sends the tickets to my original email. Their failure to provide the tickets in an appropriate window of time forced me to buy new tickets. I want my money back, and them to stop taking peoples money. They told me they only verify payment is made to the seller. After that they do not know whether or not the buyer actually receives the product. At almost 4 today I received an email from Ticketmaster saying they canceled the transfer, even though there was never any events showing in my account there.

  

  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 7/8/22 at 2:34 PM CST for *****************, which will take place on10/6/22. The delivery method for the tickets our customer selected was Electronic Transfer, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. When Electronic Transfer tickets that are purchased on a primary market website are resold on the secondary market, the seller will transfer the tickets from their account to the new buyer through a URL link emailed to our customer. Once our customer accepts the transfer, the tickets will no longer be in the seller's account. Please note that our customer will be emailed their ticket link no later than 10/5/2022, 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 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:07/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number ******** on 6/7/21. Even was cancelled. I have reached out to vivid seats multiple times I filled out the claim form and my Claim number is VTP10498229. I was told I would be reimbursed due to the lawsuit settlement of events cancelled due to covid. I still have not been reimbursed!

  

  Business Response

  Date: 07/22/2022

  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.
  
  Our 100% Buyer Guarantee ensures that each customer will receive appropriate compensation for any event which is cancelled outright. If, rather than cancelling, an event organizer postpones or reschedules an event, we must adhere to the terms of use agreed to by the customer at the time of sale, which state If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund or other compensation. Please note that in this case our customer's event was rescheduled rather than cancelled. Our customer was emailed notification of the new event date on 6/17/2021. As the previously provided tickets were valid for the evet which occurred on 5/21/2022, the customer's order does not qualify for compensation. 
  
  Please note that since Vivid Seats operates as a secondary ticket marketplace we have taken no part in the decision-making process surrounding rescheduling the event date. While we understand the customer may have not attend the rescheduled event date, we maintain that all terms of use were sufficiently displayed and agreed to prior to the order being placed. As such we consider this matter closed. We appreciate the customer's patience and understanding throughout this matter.   
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17557254
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/28/2022

  Thank you for the opportunity to further address this concern. Please note the customer did not provide any 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

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17557254
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/10/2022

  Complaint: 17557254
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  I have been in contact several times with vivid seats trying to find out when i would be compensated they asked me to file for the settlement claim which i did and told me to be patient and wait for a ruling. The ruling has been made and won. I have contacted them since them and they said i would be compensated by the end of the year. I am growing impatient to receive my refund that i am entitled to ask i paid for a event that kept getting postponed several times and i was never notified that it happened. The tickets were not used and i want my money back. 
   From: ********************* <*********************>
  Date: Mon, Jun 7, 2021 at 5:56 PM
  To: <*********************************>
  
  I would like to be reimbursed by cash not by store credit.
  ----------
  From: info <*********************************>
  Date: Mon, Jun 14, 2021 at 3:11 PM
  To: ********************* <*********************>
  
  Thank you for contacting the Ticket Purchase Settlement Administrator.
  The proposed Settlement creates a common fund of $7.5 million to pay approved claims made by Settlement Class Members. The Court will hold a hearing on August 10, 2021 at 10 a.m. CDT, to decide whether to approve the Settlement.  If the Court approves the Settlement after that, there may be appeals.  It is always uncertain whether those appeals can be resolved, and resolving them can take time, perhaps more than a year.  Please be patient. 
  If you purchased a ticket(s) through Vivid Seats on or before April 1, 2021 to an event(s) that, at any time from September 29, 2016 through April 1, 2021, was cancelled, you may have already received a credit on your Vivid Seats account toward the purchase of tickets to future events. As part of the Settlement, the expiration date for any such active, non-expired credits shall be extended, such that those credits are valid for use toward the purchase of tickets through Vivid Seats through December 31, 2022. To receive this benefit, you are not required to do anything at this time. If you would instead prefer a cash payment equal to the price of the ticket(s) you purchased (inclusive of base price, fees and delivery charges, exclusive of any insurance charges and less any amounts paid with gift cards, store credit or loyalty credit) (Purchase Price) to the Cancelled Event(s), less any sums already paid or spent in credit, you must submit or postmark a Claim Form by August 30, 2021 to be eligible to qualify for a payment. The Claim Form is available at www.TicketPurchaseSettlement.com. 
  You may submit a claim by completing and signing that Claim Form and submitting it in accordance with its instructions.
   You may submit a Claim Form by mail to 
  Vivid Seats Purchase Settlement
  c/o Settlement Administrator
  1650 ***********, Suite 2210
  ************, ** 19103. 
  You may also submit a Claim Form online at www.TicketPurchaseSettlement.com. If you have any questions about the Claim Form or how to file a claim, call ************** or email ********************************** If you claim a cash payment, you will relinquish and no longer be entitled to any credit from Vivid Seats toward the purchase of tickets to events through Vivid Seats (except that you may be entitled to retain a certain portion of any such active credit in the event of oversubscription of the ********** as described in Section IV(D) of the Settlement Agreement). Vivid Seats shall also have no obligation to make any charitable payment or donation in connection with your purchase of tickets to a Cancelled Event, even if Vivid Seats previously agreed to make such a charitable payment or donation. You may be asked for additional information. Follow all instructions on the Claim Form and make sure to inform the Settlement Administrator of any changes in your address after you have submitted your Claim Form. If you purchased a ticket(s) through Vivid Seats on or before April 1, 2021 to an event(s) that, at any time from September 29, 2016 through April 1, 2021, was postponed or rescheduled but not yet cancelled, and that event is cancelled after April 1, 2021 and you hold that ticket(s) at the time of cancellation, you will be entitled to injunctive relief as part of the Settlement. Specifically, you will automatically be entitled to a credit on your Vivid Seats account toward the purchase of tickets to future events equal to 110% of the Purchase Price of the ticket(s) you purchased, less any sums already paid or spent in credit. By way of example only, if you paid a Purchase Price of $100 for a ticket to a Postponed Event and you have already been paid $50, in the event the Postponed Event becomes cancelled, you will automatically be entitled to a credit on your Vivid Seats account equal to $55 (1.10 x ($100 $50)). That credit will be valid through December 31, 2022. You can instead elect to receive a cash payment equal to the Purchase Price of the ticket(s) you purchased, less any amounts paid with gift cards, store credit or loyalty credit to the Postponed Event or Rescheduled Event that was later cancelled, less any sums already paid or spent in credit. To elect to receive this cash payment, you will be required to request that cash payment from Vivid Seats within twenty-one (21) days of receiving notice that the Postponed Event or Rescheduled Event has been cancelled.
  The final amount of your Settlement Benefit will be calculated during claims processing.
  For more information, please visit  www.TicketPurchaseSettlement.com. 
  
  
  
  Thank you
  Ticket Purchase
  Settlement Administrator
  JNP
  
  ---- On  Mon, 7 Jun 2021 16:56:59 ***** "*********************"<*********************>  wrote ----
  [ This is an External Email Do Not Click Unsolicited Links or Attachments ]
  ----------
  From: ********************* <*********************>
  Date: Tue, Oct 19, 2021 at 12:47 PM
  To: <*********************************>
  
  What has been decided? Has settlement been approved? When will I receive my refund??
  ----------
  From: info <*********************************>
  Date: Wed, Oct 20, 2021 at 1:54 PM
  To: ********************* <*********************>
  
  Thank you for contacting the Ticket Purchase Settlement Administrator.
  The Claims Filing deadline for this case is August 30, 2021, with the following exception: if you were sent Mailed or Emailed Notice of this Settlement as part of the Supplemental Notice Process, you must submit or postmark your Claim Form by November 10, 2021 to be eligible to qualify for a payment. Claims processing is currently ongoing and you will be contacted if any further information is required to complete your claim. If you need to update your address or contact information, you may do so by sending an email to this address.
  The Court will hold a Final Approval Hearing on 10 a.m. CDT on October 27, 2021. The hearing may be moved to a different date or time without additional notice, so check  www.TicketPurchaseSettlement.com for current information. At the Final Approval Hearing the Court will consider whether the Settlement is fair, reasonable, and adequate. If there are objections or comments, the Court will consider them at that time. After the hearing, the Court will decide whether to ***** final approval to the Settlement. We do not know how long these decisions will take. If the Settlement is approved and no appeals are filed, distribution will occur once claims processing has completed. Please be patient and check the Settlement Website for updates.
  
  The Court will hold a Final Approval Hearing at 10 a.m. CDT on October 27, 2021 in Courtroom **** at the United States District Court for the Northern ********************, ************************************************************************************** or by remote means as ordered by the Court. If the Court approves the Settlement after that, there may be appeals.  It is always uncertain whether those appeals can be resolved, and resolving them can take time, perhaps more than a year.  Please be patient. 
  The final amount of your Settlement Benefit will be calculated during claims processing.
  For more information, please visit  www.TicketPurchaseSettlement.com. 
  
  
  
  
  
  
  
  
  Thank You
  Ticket Purchase
  Settlement Administrator.
  MF
  ---- On  Tue, 19 Oct 2021 11:47:55 ***** "*********************"<*********************>  wrote ----
  ----------
  From: ********************* <*********************>
  Date: Wed, Feb 2, 2022 at 12:20 PM
  To: <*********************************>
  
  I still have not received my payment.
  ----------
  From: info <*********************************>
  Date: Thu, Feb 24, 2022 at 3:49 PM
  To: ********************* <*********************>
  
  Thank you for contacting the Ticket Purchase Settlement Administrator.
  
  The Claims Filing deadline for this case was August 30, 2021, with the following exception: if you were sent Mailed or Emailed Notice of this Settlement as part of the Supplemental Notice Process, you must submit or postmark your Claim Form by November 10, 2021 to be eligible to qualify for a payment. Claims processing is currently ongoing and you will be contacted if any further information is required to complete your claim. If you need to update your address or contact information, you may do so by sending an email to this address.
  
  The Court held its Final Approval Hearing on October 27, 2021 in Courtroom **** at the United States District Court for the Northern District of ********.  At this Hearing, the Court decided to approve the Settlement with some conditions. In addition to that relief under the Settlement Agreement, the Court, in *****ing final approval of the Settlement, ordered that certain Settlement Class Members who resided in ********** at the time they bought tickets to Postponed or Reschedule Events through Vivid Seats can elect cash payments now under the circumstances outlined in the Published Notice, viewable on the Settlement Website.
  
  If youve already submitted a claim, your claim is being reviewed. If anything further is needed to complete your claim, you will be contacted. Please be patient, the claim review and payment calculation process takes time.
   We understand that it can be frustrating to wait, and we sincerely appreciate your patience. It is our goal is to commence payments to timely and valid claims during the first half of 2022.
  For more information, please visit  www.TicketPurchaseSettlement.com.
  
  
  
  
  Thank you,
  Vivid Seats Class Action
  Settlement Administrator
  www.TicketPurchaseSettlement.com
  TH
  ---- On  Wed, 2 Feb 2022 12:20:37 ***** "*********************"<*********************>  wrote ----
  ----------
  From: ********************* <*********************>
  Date: Wed, Jul 6, 2022 at 10:25 AM
  To: <*********************************>
  
  I still have not received my reimbursement on my concert claim! This is ridiculous it has been years now I want my money back, now!
  ----------
  From: info <*********************************>
  Date: Thu, Jul 14, 2022 at 11:04 AM
  To: ********************* <*********************>
  
  Thank you for contacting the Ticket Purchase Settlement Administrator.
  
  If youve already submitted a claim, your claim is being reviewed. If anything further is needed to complete your claim, you will be contacted. Please be patient, the claim review and payment calculation process takes time. 
  For more information, please visit  www.TicketPurchaseSettlement.com. 
  
  
  
  Thank you,
  Vivid Seats Class Action
  Settlement Administrator
  www.TicketPurchaseSettlement.com
  TH
  ---- On  Wed, 6 Jul 2022 09:25:23 ***** "*********************"<*********************>  wrote ----
  Show quoted text
  
  
  

• Initial Complaint

  Date:07/12/2022

  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 purchased on ticket on 6/20/2022 and the event date will be 8/28/2022. All other tickets I purchased for the same artist concert but from other event website are all delivered (this event is mobile delivery only). But only the two tickets I bought from Vividseat are still not delivered yet. For this specific artist and event, I am sure that if the ticket is available, it should not wait till almost a month and still not delivered. So I suspect that this ticket is a fraud and not real. I think Vivid seat did not successfully validate the seller information and not validate whether the ticket is real. I called customer service twice. Every time they kept using the same language and explaination to let me (the buyer) wait and didn't do anything else to speed the ticket delivery. And from today's call, the customer representitive said they valid the seller and ticket through estimate delivery date. This is a prove that they do not successfully validate the seller and ticket. I don't accept wait until the last day prior to event and still not get the ticket delivered to me. This is totally not acceptable if the worst scenerio happen to me. I don't care about any refund I only want the ticket to deliver asap. I highly suspect this ticket is fraud otherwise please do something or contact the seller to deliver the ticket asap.

  

  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, were committed to providing the best possible customer serviceand maintaining a simple, transparent checkout and fulfillment process.
  
  As a secondary marketplace, Vivid Seats is not affiliated with any event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Delivery dates and time are determined by the individual ticket sellers, not Vivid Seats, based on their assessments of a range of market factors. Additionally, it should be noted that the expected ship date was disclosed on the ticket listing when it was selected by our customer. In accordance with our 100% buyer guarantee, tickets for our customer's event will be delivered prior to their event. The estimated delivery date provided to the customer is an estimated date and their tickets may be provided sooner. 
  
  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

• Initial Complaint

  Date:07/12/2022

  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 tickets for an event in February of 2020. After being postponed twice, the event was to finally take place on 7/9/22. The tickets I purchased were promised to be delivered on 7/7/22, then to 7/8/22. At end of day on 7/8 I had still not received my tickets. I canceled my out of state travel plans as I still did not have my tickets to the event happening the next day. My tickets arrived at 1pm, hours before the concert which was not the guarantee I was promised by Vivid Seats. When I called to address the issue they simply said sorry and told me there was no one else I could possibly speak with to address the issue.

  

  Business Response

  Date: 07/22/2022

  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 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. The expected ship date provided on any order is an estimate and is not guaranteed. Vivid Seats stands behind its 100% Buyer Guarantee with assures that valid tickets will be delivered before the scheduled event. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.  As our customer's order was fulfilled prior to their event their order does not qualify for compensation. At this time we will continue to comply with all agreed upon terms and conditions. If our customer has any further questions, we encourage them to contact the customer care team, and watch for updates coming through to the email address associated with their order.  
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:07/11/2022

  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 concert tickets through vivid seats on ****************** events in ********* **** on July 10, 2022 there was a problem with the tickets becoming scannable for entry into the event on July 10 I contacted vivid seats July 10, *********************************************** pending status they refuse a refund I missed the event because I wasnt able to gain entry because the tickets were in pending status concert for ******************* which was the event on July 10, 2022 in ********* **** started at 7 PM the tickets became available for entry at 9:17 PM there a position is that the tickets were sent and they were excepted who is CVS have a three-step process for tickets for events you purchase they send the tickets you excepted tickets and stuff too but they dont become scannable until they come out of pending status my tickets never came out a pending status until 9:17 PM two hours and 17 minutes after the event started. I have contacted the Vividseats and they refused to discuss a refund or compensation of any sorts.

  

  Business Response

  Date: 07/22/2022

  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 3/5/******* at PM CST for the *******************, 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 3/17/22 at 1:26 PM CST to the email address they provided at checkout. 
  
  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all their concerns. We maintain that our customer was sent their tickets in timely fashion. 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,
  **********************