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:05/31/2025

  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 bought 3 tickets for Tyga concert for march 30 ******* ********** The concert was postponed and later cancelled. I havent been able to get my refund. Called 5 times requesting refund and nothing happened. I also called my credit card company to request a dispute but since this is a third party. They are unable to resolve this issue.

  

  Business Response

  Date: 06/10/2025

  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, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? 
  
  In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, this order will be refunded through the financial dispute process, either by the bank if the dispute is won in our customer's favor or by ********************** if the the dispute is won in the merchant favor. At this time, we are closely monitoring the dispute status.  

  Regards, 
  Vivid Seats

• Initial Complaint

  Date:05/30/2025

  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.

  Date of transaction: 05/12/2025 Purchase amount: $422.29 I did not recieve the tickets i purchased and were not "comparable" as Vivid Seats support states. My original order receipt did not specify "seat saver" anywhere in the email. Also, "seat saver" guarantee says that the tickets should be in same section. If not, at least in a comparable one. I intentionally purchased Balcony C to sit in the middle section so I could see the show evenly. I went to Vivd Seats since the venue's site was sold out. Instead, I received two sections over in the second-to-last corner of the theatre. View was obstructed and couldn't hear over 60% of the show. I have contacted Vivid Seats support for the last two weeks. I have scheduled meetings as they requested but had 3 no-shows from their support. When I finally got in contact I was sent a message saying they were "comparable" Seats and an "upgrade" and that no refund or anything would be granted. They were not. I would have not sat in these seats even if they were free.

  

  Business Response

  Date: 06/10/2025

  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. ? 
  
  
  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 are marked on the listing as part of our "Seat Saver” program. If you purchase under the Seat Saver program, the seller is committing to obtain the tickets described for you upon receipt of your order. These tickets, like all tickets sold on our site, are backed by our 100% Buyer Guarantee. After an order is placed and confirmed, we guarantee that the tickets will be within the zone or section listed, or one comparable, and that our customer will receive these tickets in time for the event. 

  
  With regard to the customer's claim that the tickets provided were for seats in an alternate location, our records indicate that the order was fulfilled correctly and in accordance with the Seat Saver program as well as our Sales Terms and Conditions and Buyer Guarantee. If our customer wishes to review the full disclosure as published on the listing at the time of purchase, we recommend they review their order summary. We maintain that all order details were sufficiently displayed and agreed to prior to our customer placing their order.
  
  
  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: 06/11/2025

   
  
  Complaint: 23400083
  
  
  
  I am rejecting this response because: as you can see in the photo I attached in the original response, the seats we received were not in the section or in a comparable one which your Seat Saver states. The tickets fell short of being comparable by quite a bit. The fact that you can decide what seats are comparable or not is shady business practices. I was actually at the venue and th3 views were not center or slightly off center stage, which would have been comparable. Instead they were at the very edge of the row in the furthest section to the left of the stage.
  
  
  
  Sincerely,
  
  
  
  Garret Murphy

  

  Business Response

  Date: 06/17/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence. If our customer has additional concerns outside of the scope of this specific complaint, we encourage them to contact our customer care team directly so that they may be addressed. As such, we will continue to consider this matter closed. 

  
  Regards, 
  Vivid Seats

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23400083
  
  
  
  I am rejecting this response because: Vivid Seats is refusing to provide any restitution for their failure to stand by their guarantee. They refuse to look at the seats I was assigned and objectively decide if they are comparable to the ones I paid for.

   

  The confirmation email that I attached does not show Seat Save. I called into support before the show started and the matter was not resolved and they provided no solution. The only support I received was "it's a valid fill"

  
  
  
  Sincerely,
  
  
  
  Garret Murphy

• Initial Complaint

  Date:05/30/2025

  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 had ordered Jelly Roll and Post ****** tickets through Vivid Seats, 5 total for a total of $1240 on 2/5/25, event scheduled for 5/29/25. I went to accept the tickets that were purchased and it was reported that another email other than mine, had claimed these tickets. I emailed and spoke with representatives from Vivid, Ticketmaster and the box office at the actual event. It was told to me that there were not records of tickets being in my name, Vivid is saying there is nothing they can do, Ticketmaster refers back to Vivid. I have emails with my reports, I have receipts for the purchase of these tickets. I had to purchase all new tickets at the stadium because Vivid scammed me out of my original $1240. Thankfully the staff at *********** were absolutely amazing and gave us a good deal on the price of new tickets and with sitting us all next to each other. I should have known better than to use Vivid Seats, I will never use them again and I will continue to fight to get my refund back. The original tickets were 5 tickets for section 119, row dd seats *****.

  

  Business Response

  Date: 06/10/2025

  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, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ??  
  
  Vivid Seats facilitates thousands of successful ticket transfers each day with satisfied customers, so we are confident of the efficacy of our processes. In this case our customer's tickets were delivered on 2/4/25. A ticket transfer email was sent to the email address entered by the customer at the time of purchase and contained a link the customer should follow to accept their tickets. A clear and detailed explanation of this process was also provided in the email sent to the customer. In an effort to resolve the customer's concern, the original ticket holder was contacted and proof that our customer had properly accepted their ticket transfer was obtained. 
  
  Once a ticket transfer is accepted it is under the sole possession and control of the customer rather than the original ticket holder or Vivid Seats. Provided this information, our customer's order was considered fulfilled in accordance with both our Buyer Guarantee and all agreed upon terms and conditions. As it presently stands, the customer's order does not qualify for compensation and we consider this matter closed. We appreciate the customer's understanding throughout this matter and if they have any further questions regarding their order we encourage them to contact our customer care team.   
  
  In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed. 
  
  Regards, 
  Vivid Seats 

• Initial Complaint

  Date:05/27/2025

  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 a concert ticket from Vivid Seats in late April 2025 for over $300. The event is scheduled for August 13, 2025. At the time of purchase, I received no receipt, no confirmation email, and no event details. Only after I complained did I receive an email with just an order number no seat or delivery info.Two weeks later, the app showed that the ticket would not be available until one day before the concert. This was never disclosed prior to purchase. Had I known, I would have never bought the ticket, as I need to arrange travel and hotel well in advance.I contacted Vivid to cancel the order, but they refused, saying the seller had my money and they could not contact the seller. I escalated to a supervisor who promised to help, but nothing changed.I then filed a dispute with ********************. After that, Vivid deleted the event and transaction from my app, making it look like the purchase never happened.The bank later reversed the chargeback, yet I still have no ticket, no event in my app, and no access to order history. Vivid also said they will no longer assist me and told me to talk to the bank.I have screenshots of all conversations proving they acknowledged the issue and still refused to help. This is unacceptable. I am requesting a full refund and an investigation into Vivids lack of disclosure, failure to deliver, and deletion of purchase records.

  

  Business Response

  Date: 06/06/2025

  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, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ??  
  
  Our buyers guarantee ensures ticket delivery prior to the selected event. This guarantee is outlined within our terms of use, which every customer must agree to prior to placing their order. Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dates. Rather, the estimated delivery date is set by the individual seller of the selected tickets and is dependent upon a number of factors, including when the tickets are released by the primary issuer, with which Vivid Seats has no affiliation.
  
  In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed. 
  
  Regards, 
  Vivid Seats

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23380452
  
  I am rejecting this response because:
  Vivid Seats already regained the disputed funds from my bank by the end of May, yet my original issue remains completely unresolved. My order vanished from the app, and despite regaining my payment, the company failed to fulfill its responsibility to deliver a product or process a refund. I had no access to the ticket I paid for, nor any updates or follow-through from Vivid Seats.

  In April, a Vivid Seats representative explicitly promised to contact the seller to expedite the delivery of my ticket. That promise was never fulfilled. I received no communication, no evidence of follow-up, and no verification that any action was taken on your end. From a customer perspective, this is negligent.

  Vivid Seats denied my refund request, despite failing to provide a product, and completely disregarded the additional financial loss I incurred from hotel and travel arrangements made based on your service. I was left without a ticket and suffered out-of-pocket expenses through no fault of my own.

  Most concerning of all, a Vivid representative suggested I try to resell the ticket through your app. This is absurd and unethical, as I never received a ticket in the first place. You expected me to sell a product I never possessed. This speaks volumes about the legitimacy of the entire process.

  While Vivid Seats claims to facilitate many successful transactions, this response shows a complete unwillingness to acknowledge when your system fails a customer. Your company charged undisclosed fees, never ensured ticket delivery, denied direct contact with the seller, and provided no transparency about the nature of the transaction.

  Frankly, it feels like I was manipulated at every stage, and your business model raises serious concerns about fairness and integrity. Your generic response does not address any of the actual failures I experienced. If you refuse to take responsibility when something goes wrong, then your buyer guarantee means nothing.

  I stand by my claim and respectfully request that this complaint remain open and unresolved unless Vivid Seats delivers a real resolution or reach out to my bank with the truth.

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

  

  Business Response

  Date: 06/16/2025

  Thank you for responding. We appreciate the opportunity to further address Ms. ******* claims. As of today's date (June 16th, 2025), the dispute Ms. ***** filed through her financial institution is still active. While a financial dispute is active, we are unable to offer any assistance including providing inventory or compensation for their order. Ms. ***** has not received inventory as the dispute was initiated before the inventory was available to be released. If Ms. ***** insists that their dispute has been resolved; we welcome her to provide a claim reference number, as the most up to date status we have shows the dispute as active. We will be able to assist within our agreed upon terms of service as soon as the financial dispute comes to a close. Until then, we advise Ms. ***** direct all inquiries regarding the dispute or its outcome through her financial institution.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23380452
  
  I am responding to Vivid Seats' latest message dated June 16, 2025.

  I am actively working with my financial institution. To clarify, the first dispute I filed in May was ruled in favor of Vivid Seats, and the case was closed. Vivid regained the funds. However, because Vivid failed to take any meaningful action after that rulingno ticket was delivered, no communication was made, and no resolution was offeredI reopened the dispute.

  Let me be absolutely clear: I will not lift the dispute at this time. Vivid has shown no effort to resolve this issue. Despite having received my money once already, they did not deliver the product, did not contact me, and did not provide any alternatives. There was no follow-up, no explanation, and not a single attempt to make things right.
  Vivid had a chance to address my concerns long before the second dispute. They failed. Completely.

  Now, Vivid claims they would offer options if the dispute were liftedbut I have no reason to believe that. There is no trust left. I am the paying customer, and I never received the merchandisenot at the time of purchase, not after the initial dispute, and not even now. If Vivid truly wants to resolve this issue, they should have acted long ago. I reject the idea that lifting the dispute will somehow lead to fairness. Based on their past inaction, I have no confidence that they will follow through. I am simply trying to get my money back for something I never received.

  At this point, the burden is not on me to prove trust. It is on Vivid to demonstrate accountabilitysomething they have failed to do from the beginning.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/26/2025

  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 tickets to a concert scheduled for July 17, 2025. I have not been provided with my seat numbers and they are saying I will not get them until July 15, which is only 2 days before the concert. I'm concerned this is a scam. I reached out to Vivid and they were not able to help me.

  

  Business Response

  Date: 06/06/2025

  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, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ??  
  
  Our buyers guarantee ensures ticket delivery prior to the selected event. This guarantee is outlined within our terms of use, which every customer must agree to prior to placing their order. Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dates. Rather, the estimated delivery date is set by the individual seller of the selected tickets and is dependent upon a number of factors, including when the tickets are released by the primary issuer, with which Vivid Seats has no affiliation.
  
  It should be noted that as of April 26th, 2025, the tickets in question have been transferred to the customer. If our customer has any questions regarding their delivery or cannot locate the tickets, we invite them to contact our customer care team directly. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed.
  
  Regards, 
  Vivid Seats

• Initial Complaint

  Date:05/24/2025

  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.

  Ordered a ticket. Never received a confirmation. Tried to login to app to see if they were there and could not. After waiting a few days, I contacted via chat and phone and was told that my user name and phone number did not match the ticket. After several calls, they sent me a confirmation but no ticket and I still could not log in to app. Called again. After an hour on the phone, I was assured that I would receive my ticket after midnight 5/24 at the email provided and would not have to sign in to the app. It is now 9am on 5/24. The concert is in 8 hours. I still have no ticket and they will not refund. I paid for a service I did not receive.

  

  Business Response

  Date: 06/04/2025

  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, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders.
  
  Vivid Seats facilitates thousands of successful ticket transfers each day with satisfied customers, so we are confident of the efficacy of our processes. In this case our customer's tickets were delivered on May 24th, 2025. A ticket transfer email was sent to the email address entered by the customer at the time of purchase and contained a link the customer should follow to accept their tickets. A clear and detailed explanation of this process was also provided in the email sent to the customer. In an effort to resolve the customer's concern, the original ticket holder was contacted and proof that our customer had properly accepted their ticket transfer was obtained. 
  
  Once a ticket transfer is accepted it is under the sole possession and control of the customer rather than the original ticket holder or Vivid Seats. Provided this information, our customer's order was considered fulfilled in accordance with both our Buyer Guarantee and all agreed upon terms and conditions. As it presently stands, the customer's order does not qualify for compensation and we consider this matter closed. We appreciate the customer's understanding throughout this matter and if they have any further questions regarding their order we encourage them to contact our customer care team.
  
  Regards,
  **********************

• Initial Complaint

  Date:05/24/2025

  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 two different parking passes for Friday and Saturday at ******************** Napa from Vivid Seats from two different vendors. The tickets were not released on purchase which was concerning as Vividseats lied and stated the event organizer had not released tickets which was not the case as LiveNation/Ticketmaster had released tickets over 2-3 weeks prior. I was informed at 6 PM the day before that the ticket was not available for Friday. I then proactively reached out about Saturday concerned that it might happen again and was informed that the seller would send the tickets shortly. I was then informed 5 hours later (less than 24 hours prior to the event) that the second day was now not available either. This is a complete violation of better business practices as VividSeats is allowing sellers to list tickets that they do not yet have possession of and claiming they have not been released yet which is blatantly not the case. Vivid seats is either purposefully allowing vendors to cancel tickets at the last minute to increase prices or allowing vendors to list tickets that they never had, either way this is an egregious violation of standard business practices and makes me greatly concerned about ever purchasing again.

  

  Business Response

  Date: 06/04/2025

  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, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders.
  
  As a secondary marketplace, Vivid Seats is not affiliated with the event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All orders placed on our site are subject to seller confirmation and ticket availability. On the rare occasion where a seller is unable to fulfill an order, we work to fix it in time for the event, or if necessary, fully compensate the customer as detailed in our Sales Terms and Conditions. In this case as the seller was unable to fulfill the order, and as commensurate replacements were not available, the customer's order was cancelled and subsequently refunded. Since this resolution complies with both our 100% Buyer Guarantee and all agreed upon terms, no further resolution may be provided for this order. 
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. 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:05/23/2025

  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.

  Dear Vivid Seats Customer Service,I am writing to express my extreme dissatisfaction with the service I have received regarding a recent ticket purchase. My experience has been plagued by a severe lack of information and an unacceptable level of customer service.Since purchasing the tickets, I have repeatedly attempted to get clarification on several key details, but each time I call, I am placed on hold, often for extended periods. To date, I estimate I have been put on hold over 100 times, with little to no resolution of my inquiries. This is not only frustrating but also a significant waste of my time. The lack of clear, accessible information and the inability to speak with a knowledgeable customer service representative have made this an incredibly stressful experience. I expect a much higher standard of service, especially when dealing with time-sensitive matters such as event tickets.

  

  Business Response

  Date: 05/27/2025

  Thank you for reaching out to us. At Vivid Seats, we appreciate any opportunity to address customers concerns. However, upon further review it appears the information provided with 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 the complainant 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 our company, we encourage them to provide a valid order number or contact our customer service department directly for further assistance. Until then, we consider this matter closed.
  

  Regards,
  Vivid Seats

• Initial Complaint

  Date:05/23/2025

  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.

  On May 20, 2025, I purchased tickets through Vivid Seats for the Beyonc concert scheduled for May 28, 2025. At the time of purchase, there was no indication in the seller notes or listing that the seats had a limited or obstructed view.However, after completing the purchase and reviewing the confirmation, I noticed that the tickets were now labeled as having a limited or obstructed view a critical detail that would have significantly impacted my decision to buy them in the first place. This information was not disclosed prior to the purchase and only appeared after the transaction was completed.I promptly contacted Vivid Seats to request either a refund or an exchange for seats that do not have obstructed views. Despite explaining the situation and the misleading nature of the listing, Vivid Seats has refused to issue a refund or offer any resolution.I am extremely disappointed with this lack of transparency and poor customer service. As a customer, I relied on the information presented at the time of purchase, and I feel misled. I am seeking a full refund or an exchange for tickets with an unobstructed view.

  

  Business Response

  Date: 06/03/2025

  Thank you for reaching out to us in reference to the concerns of this 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. 
  
  ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process which provides customers multiple opportunities to review the details of their order. With regard to the customer's concern pertaining to their **********************, we would like to note that the listing selected by our customer contained a disclaimer which designated the listing as Obstructed View. This disclosure was published on the tickets listing and was displayed on screen in the order summary throughout the entire checkout process. If our customer would like to review the listing description it is included, as published, on the order summary email which functions as their order receipt. Due to the nature of the secondary market tickets are listed and delivered by individual ticket sellers and not Vivid Seats or the venue box office. We maintain that our customer's order was appropriately fulfilled in accordance with our 100% Buyer Guarantee and all agreed upon terms.
  
  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: 06/04/2025

   
  Complaint: 23368530
  
  I am rejecting this response because:

  the obstructed view was not displayed during checkout and was only displayed after I paid and it was emailed to me. As a first time customer of ********************** the ********************** were listed on the website as excellent seats which is predatory and a marketing tactic to gain money from customers. No exchange or refund was issued in regards to this matter and I will never ever again use this service.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/10/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence. If our customer has additional concerns outside of the scope of this specific complaint, we encourage them to contact our customer care team directly so that they may be addressed. As such, we will continue to consider this matter closed. 
  
  Regards, 
  Vivid Seats
  
  
  

• Initial Complaint

  Date:05/21/2025

  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 ordered tickets in a certain section of ********. I was delivered two, barely before the game started, in a different section. I had to download three apps and provide two email addresses to make this interaction occur. I purchased the tickets for that section to be the same as my daughters field trip class. A single ticket, what was needed, was unavailable so I purchased the only ones I saw for section 132. That was my choice. The tickets that were eventually delivered were in a different section. Per the terms of the sale, they reserve the right to alter the tickets if they subjectively feel they are an improvement. I was not able to subjectively offer whether I thought they were an improvement. I could have bought a single ticket to section 130, as those were showing as available at the time of my purchase. I ordered the two in 132 so they would be in the same as my daughters field trip. I did not subjectively feel that 130 was an upgrade. Objectively, it was not. I requested a refund several times. First for the delay, as a different ticket had to be purchased at the gate to get in anyway, and second because I would not have purchased tickets in section 130. I was told no refund or alternative would be provided.

  

  Business Response

  Date: 05/29/2025

  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, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ??
  

  Once our customer selected the listing they were interested in for *************** at ******************, they were presented with the section, row, and total price per ticket. Once the customer selected the tickets they were interested in purchasing, they were taken to a page that provided a detailed order summary that included the price per ticket, quantity, delivery, and event information; the summary also disclosed any applicable listing notes. Then, our customer was prompted to click on the Continue button, where they were taken to the checkout page. Here, the event details were reiterated and the customer was required to input their payment method, billing address, contact information and to either accept or decline insurance. The customer could scroll to the bottom of this same page to view the rewards they would be earning with the purchase, along with the total (inclusive of fees), $115.70. Please note that an itemized breakdown can be seen by tapping the order total displayed. Just beneath the order total, our customer was presented with the message: "By placing order, you agree to our sales terms and Rewards Program terms. All sales are final and are in USD.
  

  With regard to the customer's claim that the ********************** designated on their tickets are in an alternate location, it must be noted that these seats are in fact upgrades from the originally selected section and row. As such, our customer's order was fulfilled correctly and in accordance with our Sales Terms and Conditions (*******************************************************************). These terms, which are clearly visible on our website, state: All orders are subject to ticket availability. Vivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets ordered. If those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion. This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page. 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