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:06/10/2025

  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 was sold tickets to an event that were not supposed to be resold. Not knowing this I went to the event and was denied access. I called Vivid seats and they said they would look into it and get back to me 48 hours. I received no response from them and still have not received a response from them.

  

  Business Response

  Date: 06/20/2025

  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’re committed to providing the best possible customer service while upholding our terms of use. 
  
  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. Because our customers are purchasing tickets owned and listed by individual resellers any reported issues are reviewed to ensure our Buyer Guarantee. Accordingly, we have opened an investigation into our customer's claim. At this time the investigation, and our continued dedication to addressing this matter, are currently ongoing. Upon conclusion of the investigation the customer will be notified. If our customer has any further questions regarding their order, we encourage them to contact the customer care team, and watch for updates coming through to the email address associated with their order. 
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 06/27/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23449198, and find that this resolution is satisfactory to me, the amount charged was refunded. 
  
  
  
  Sincerely,
  
  
  
  Nathan Dyer

• Initial Complaint

  Date:06/09/2025

  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.

  Hello,I purchased tickets to *** 17 on May 19, 2025 for me and my 13 year old Son.On June 1, 2025 my Son broke his leg in an ebike accident.He is in a cast from above his toes almost up to his hip.We would still like to go to the *** event as his favorite fighters are fighting.Can we bring a wheelchair or how does this work?I bought the tickets through Vivid. They had me download the tickets at AXS.The event is with TMobile.I called T ************ and ******** says if I want ot resolve this issue prior to the date of the event I have to go through Vivid Seats.When i call Vivid Seats I am told to back to ***************Each call takes between 30 75 minutes of hold time.I am trying to get handicapped tickets now as my Son broke his leg. If I can not get them then I dont want to fly into ********* and stay at a hotel all to not be able to attend the event.The customer service people at ********************** are not helpful. They have no authority to do anything.The Vivd customer service person I can not resell my tickets htorugh Vivid. I am not atehc savvy person and I have not idea how to resell them I would like a phone call back from a US representative. My cellphone # is ************.My ticket details are below:2 tickets ******** June 28 3 pm Section 10, Row T $1,661.56 Confirmation # ********

  

  Business Response

  Date: 06/20/2025

  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’re committed to providing the best possible customer service while upholding our terms of use. 
  
  As a secondary marketplace Vivid Seats does not have a direct relationship with any event or venue; rather, we act as an intermediary between fans and ticket holders. For this reason some customer issues may fall outside the purview of Vivid Seats or the original ticket holder. When placing their order the customer was presented with our terms of sale, including our “all sales are final” policy. Vivid Seats provides all of our customers a Buyer Guarantee, which ensures that valid tickets will arrive before the customer's event; however, we are unable to alert seating arrangements after an order is confirmed. Accommodations for special seating, if not selected at the time of purchase, must be made with the venue on the day of the event. As it stands we are unable to oblige any amendments to the customer's order. If our customer has any specific concerns regarding their order we encourage them to contact our customer care team for further assistance. 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:06/09/2025

  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.

  Vivid Seats stole my money.I originally received a link to my tickets, but on the day of the Shakira ******** the link no longer worked the tickets had disappeared. I couldnt attend the concert using those tickets. When I contacted Vivid Seats, they said they couldnt do anything. They stole my money. No tickets, no help.This company is a scam. I ended up buying new tickets through a different company. When I went to the seats I had originally purchased through Vivid, I found that someone else was sitting there they had resold my tickets. I have proof of ******* careful dont trust Vivid Seats

  

  Business Response

  Date: 06/20/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. We have contacted our customer and extended a one-time courtesy resolution in the interest of customer service. We are pleased to have provided an amicable resolution and, at this time, consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 
   
  Regards, 
  Vivid Seats 

• Initial Complaint

  Date:06/09/2025

  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 the section 117 as my kids won tickets through their school to this game. They are 8 and 9 cant go alone and need to be supervised by a parent. I made a purchase on 3rd June 6th I saw an email with my tickets. The tickets we not for the section I purchased nor are they remotely close to that area where I could even see my kids! 117 is what I asked for 113 is what I got. This is not okay and this company needs held accountable. If someone purchased tickets for a certain spot then that is what they should get or be made aware that isnt possible. I am seeking a refund of 64 dollars which is what I spent. I was told multiple times by employees up until 6.9 that this would be corrected and I would be given the tickets to the correct section. I was told to send proof of my tickets as well.

  

  Business Response

  Date: 06/12/2025

  Thank you for responding to us. We appreciate the opportunity to provide updates regarding our customer's order. We have been in contact with our customer via email and provided a positive resolution. We consider this matter closed. If our customer has further questions regarding their refund, we encourage them to contact their financial institution. 
  
  
  Regards,  
  Vivid Seats  

• Initial Complaint

  Date:06/09/2025

  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.

  Vivid Seats has tried to scam me out of my money. I bought a concert ticket from them on 5/3/25 for an ***** concert in ************ on 5/20/25. I drove all the way to ********* & about 2-2.5 hours before the concert was to begin it was cancelled. The show was postponed until the next evening. The show was not postponed a few weeks or a few months where someone can make plans but the next day. The agreement was I bought this ticket to see this show on 5/20/25. The show was cancelled and I could NOT make the new date because of work. I have an important job as a pharmacist & so I cannot just call in to work especially on such short notice. Anyways, the concert was cancelled and rescheduled for a day I couldnt make it and so I want a full refund. If I was dealing with a legit company like ************ this would not be an issue as they are a legit company. I am Finding out now that there are several ******** pages dedicated to what a scam Vivid Seats is. They have a terrible business model & how do they expect to grow and become a legit online business such as Ticketmaster, ************** if they are going to do their customers wrong. This is my first time dealing with Vivid Seats & will be my last; especially if I am not refunded & apologized to. I contacted Vivid Seats by phone and their online chat on their app and through their web page on ******** and through ******** messenger and none of these have been fruitful. I have given them Many chances to make this right with me but I am finding that pretty much every single customer they have ever had that has went through a cancellation or postponed event & cant make the new date was not refunded and had to fight with them and go through all these extra steps to get this horrid company to do the right thing. To sum up, I bought a concert ticket for 5/20/25 and it was rescheduled to 5/21/25 and I could not make the new date. It should be an obvious refund if the customer cannot make the new date. Do the right thing.

  

  Business Response

  Date: 06/18/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple user experience. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ??  
  
  Vivid Seats has been in contact with our customer and has extended a resolution in the interest of customer service. We are pleased to have reached an amicable resolution and, at this time, consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 

  Regards, 
  Vivid Seats

• Initial Complaint

  Date:06/08/2025

  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.

  June 5, 2025. We paid ****** for 2 parking tickets because on the app Vividseats, it said that we had to pay parking per ticket for the concert which was very misleading and tricked us into buying 2. Moreover, when we got there, the parking person said it was only 40 dollars per car and that we wouldnt even be assigned our lot, so not only did we pay an extra parking ticket for no reason, we also paid more for parking than required. Moreover, we had to park somewhere else when on the ticket purchased, we were supposed to park in lot L. Vivid Seats has no intention of returning the money they pretty much scammed from us as we spoke with one of the representatives for 20 minutes.

  

  Business Response

  Date: 06/18/2025

  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’re committed to providing the best possible customer service while upholding our terms of use. 
  
  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 chose the event and date they were interested in for The Weeknd Parking they were presented with the available listings. After selecting a listing the customer was required to confirm the quantity of passes they wanted and then clicked “Go to Checkout," The final landing page of our checkout process displays an order summary including all ticket (or parking pass) and event details, as well as the option to view an itemization of charges before placing their order. Beneath the payment information the total charge of $126.88 was displayed in large bold text. Lower on the screen and just above the “Place Order” button was  the message, "By placing order, you agree to our sales terms and Reward Program terms. All sales are final and are in USD." By selecting “Place Order” our customer agreed to our sales term as they apply to their completed order. 
  
  Because Vivid Seats operates as a secondary and does not manage individual ticket or parking listings, all listing prices are set by the individual seller, not Vivid Seats, based on their personal assessments regarding a range of factors. This means that the price paid may not reflect the original price of the parking pass the customer receives. Since our customers are purchasing passes 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” policy. 
  
  Please note that parking for live events is universally sold as "per car" rather than "per person." Because this is an industry standard, there would have been no additional information related to this aspect of our customer's claim displayed during their purchase. The customer would have been responsible for ensuring they purchased the correct quantity for the number of cars attending. We maintain that all terms of use were sufficiently displayed and agreed to prior to the order being placed and as such we consider this matter closed. If our customer has any additional questions, we encourage them to contact the customer care team. 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a resale ticket through the vivid seats app and did not received the ticket after my order was confirmed. I have followed all the steps on the email for my ticket to be transferred to the ticketmaster app or ******* app and my ticket was still not showing. I contacted customer service and followed all their steps and still did not work. They asked me to provide an alternative email address which I don't have and decided to instead of troubleshooting receiving my ticket, I requested a refund. Vivid seats refused to issue the refund but instead keep giving me alternative method such as creating another email or use a family member's email. I requested a refund due to the event was about to start and I would miss a good part of the event if I followed all their complicated steps so I decided to not go to the event and receive a refund instead but vivid seats declined. I would like the BBB to correct vivid seats for their business practices by failing to provide for a paid service. They also failed to provide buyer guarantee as stated on their website **********************************************. I did not receive the services I paid for and still declined to issue a full refund.

  

  Business Response

  Date: 06/18/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events.  
  
  Prior to receiving this complaint we opened an investigation into our customer's reported claim and would like to provide the customer an amicable resolution for their concern. However, in addition to this claim they have opened a dispute with their financial institution regarding their order. As such we are unable to provide that resolution at this time. Once our customer's dispute has been closed by the customer's financial institution this may be resolved at that time. If the customer has any questions regarding their dispute we recommend they contact their financial intuition. 
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 06/20/2025

   
  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:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased ******* tickets through Vivid Seats. While the cost was minimalabout eight dollarsthe experience was extremely frustrating. When the tickets were delivered, I encountered a technical glitch that prevented me from pulling them up.I contacted Vivid Seats technical support via chat, but the assistance I received was essentially a loop of instructions on how to access my ticketswhich, due to the technical error, still wouldnt load. The responses felt automated, and when I asked if I was speaking with a real person, the chat disconnected. There was no phone number available for live support.I then emailed Support. They replied the next day, stating that theyre merely a marketplace and not responsible if you're unable to access the tickets. They re-sent the tickets, but the event had already passed, and I was still unable to open them due to a code-related error.I requested a refund. They refused, stating their obligation was fulfilled by delivering the ticketseven if I couldn't access or use them. I followed up again with screenshots of the error, including one I captured outside **************. Still, no resolution. I continued to receive generic responseslikely from an AIreiterating that my tickets had been delivered, even though the event had already occurred.While the dollar amount is small, the lack of accountability is alarming. Im filing this complaint with the BBB, as Ive exhausted all options through Vivid Seats. If they cant be trusted with an $8 purchase, Id strongly caution against using them for anything more significant. Their competitors provide better support and actually ensure you can attend your eventnot just send a ticket and walk away.

  

  Business Response

  Date: 06/18/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple user experience. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ??  
  
  Vivid Seats has been in contact with our customer and has extended a courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution and, at this time, consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 

  Regards, 
  Vivid Seats

• Initial Complaint

  Date:06/06/2025

  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.

  April 16th I bought *** 316 tickets in ****** ********** for an event on Saturday June 7th. I paid $1,934.80 total for 3 tickets. I am traveling out of state and had a friend buy tickets in the same section as me. I paid for section 103 row 14. I received tickets on Tuesday night June 10th. They were in section 109 row 3. On vivid seats website the tickets I was upgraded to are $373 each ticket including fees. The tickets I paid for were about $644 each. I called customer service looking for a solution, either a refund of the remaining balance or credit to my account for the difference in price between the tickets I order vs the tickets I received ($815.80)

  

  Business Response

  Date: 06/18/2025

  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’re committed to providing the best possible customer service while upholding our terms of use. 
  
  On 4/16/2025 our customer placed an order for three tickets to UFC 316 - Dvalishvili vs O'Malley at the Prudential Center. In this case our customer selected a listing with a "Seat Saver" disclosure. This means that tickets ordered would be seated within the section listed or one comparable. Please note that if these types of tickets are purchased neither the customer nor Vivid Seats are not able to request a specific seat location from the seller. Since the tickets delivered were in a comparable section to the one selected by the customer, the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html). If the customer wishes to review the full disclosure as published on the listing at the time of purchase we recommend they review their order summary.  
   
  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. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of varied, changing factors. Since Vivid Seats is a live marketplace listing prices are subject to fluctuation based on market demand and therefore may not reflect prices equivalent to when the customer placed their order. We maintain that all order details were sufficiently displayed and agreed to prior to our customer placing their order; as such, we consider this matter closed. 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 

• Initial Complaint

  Date:06/03/2025

  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.

  Transaction was on 6/3/25, $366.82. I had understood the tickets to be from presale but found that it was a third party vendor. I requested a refund because the presale tickets begin from 6/4/25-6/5/25 and that the seller does not have any tickets at this time. I have been denied a refund because tickets have been bought but in reality no one has tickets at this time. I no longer want to attend this concert for these reasons and the website continues to say that they have a ticket bought already because of the order. I bought insurance in case I am not able to attend the event for $32 and that also does not allow me to request a refund even after purchase.

  

  Business Response

  Date: 06/13/2025

  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 while upholding our terms of use. 
  
  Due to the nature of the secondary market, Vivid Seats does not own or generate tickets; rather, all tickets listed in our marketplace are managed and owned, by professional ticket resellers and pre-screened individual sellers who have already purchased those tickets. Vivid Seats marketplace allows these sellers to resell their tickets in a secure, controlled e-commerce environment. Many of our professional resellers own season tickets for various teams or venues, or have direct business partnerships with teams, venues, and promoters. As a result, they are able to provide premium tickets or passes to sold-out events. For certain live events, we permit a limited number of pre-approved sellers to offer tickets for sale that they do not currently possess. These tickets, like all tickets sold on this site, are backed by our Buyer Guarantee. We maintain that all details were sufficiently disclosed prior to purchase and that our customer will receive their tickets in time for their event, per our terms. At this time, we consider this matter closed. 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