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

  101 - 30 Duncan St Toronto, ON M5V 2C3

• 

  Fanxchange Ltd

  602 - 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:05/14/2025

  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.

  Tickets delivered to my inbox hours before event even though they were paid for a month before. I received the tickets from Ticketmaster and accepted them. At the venue they would not scan. There were others experiencing the same problem Contacted Vivid seats who issued the tix and they had me fill out a complaint form. I got a verification that they got it. No response Finally got to speak to an agent who put me on hold multiple times and then told me their investigation had determined I was not entitled to a refund . Vivid guarantees a refund if you are denied access. You buy from Vivid, tix are sent by ************ and then some group called Sertfi comes into play. Ticketmaster and Sertifi both say Vivid is responsible . Vivid sends you to some overseas call center and an agent with limited English proficiency who refuses to say why claim is denied and wont permit you to escalate.

  

  Business Response

  Date: 05/23/2025

  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.    
  
  
  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each dayand each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their eventand that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.    
  
  
  In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matter. If the customer's claim is substantiated, our 100% Money Back Guarantee ensures that the customer will receive a full refund for their order. At this time we have been in contact with our customer and reached an amicable resolution. We currently consider this matter closed.    
  
  
   
  Regards,  
  Vivid Seats  

• Initial Complaint

  Date:05/14/2025

  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.

  My name is ***** ******, and I am writing regarding my ticket purchase for The Sphere Experience Postcard from Earth scheduled on March 21, 2025, under Order #**************** Purchased: March 1, 2025 at 10:10 AM Updated Event Notification Received: March 19, 2025, informing us that our event time had changed from 11:00 AM to 1:45 PM, and that the tickets would remain valid.Event Day: On March 21, we arrived at the Sphere for the 1:45 PM showing but were denied entry. Staff at the Sphere informed us the tickets were invalid and suggested that the issue may stem from a third-party vendor, implying a possible scam. Several other guests faced the same issue and were similarly turned away.Immediate Action: I called your customer support from the venue on the day of the event. I was told the issue would be escalated and I would receive a follow-up within 57 business days.Follow-up Attempts:April 1: Received email requesting I call in immediately.April 1, 4, and 14: and 3 times in May To date, I have received no resolution I requested a full refund for the four (4) tickets purchased under Order #********. There 100% Buyer Guarantee states that tickets will be:Securely delivered before the event, and Valid and authentic for entry.These conditions were not met, and despite multiple attempts to resolve the issue, your support has not provided any substantive assistance or follow-through.Please escalate this matter immediately and provide a written confirmation of your plan to resolve it. I am requesting a full refund and written assurance that appropriate corrective actions will be taken. I am also documenting all communication in the event this needs to be pursued further through consumer protection channels.I appreciate your prompt attention to this serious matter.Sincerely,***** ****** Phone: *************]Email: [*********************************]Order #: ********

  

  Business Response

  Date: 05/23/2025

  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.    
  
  
   
  
  
  Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an all sales are final policya standard throughout the industry. Our sales policies, including our all sales are final policy, are disclosed throughout the purchase processfrom a notice on every ticket page to a sales terms statement displayed at checkout with the message All sales are final. All prices are listed in US Dollars (USD). 
  
  
  Please note that as a secondary marketplace Vivid Seats does not control the time and date of an event. The primary marketplace, such as the venues, oversees those aspects within an event. It is also important to note that time and dates are subject to change as stated in our terms and conditions, which our customer agreed to during purchase: Event date, times, venue and subject matter may change. We are not always notified if a show is postponed, rescheduled or canceled. It is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event. On 3/19/25 the customer was notified via email about the time change. It is a standard practice that if there is a time change, the tickets are not affected and are still valid for the new time. On the contrary, the venue notifies the ticket holder and provides new tickets. In that case, we would notify and send new tickets to our customer. However, no new tickets were received from the primary, as such the original tickets were valid for the new time. If the customer had issues at the event, that is outside of our purview, as the seller provided all necessary proof to absolve them of fault. 
  
  
  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 
  
  
   
  
  

• Initial Complaint

  Date:05/14/2025

  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 11th we were attending a **** game, we purchased a parking pass 2 days before. The parking passed wasn't being delivered, we called the day before, they assured us the pass would be delivered. We expressed we that it needed to delievered in time for us to alk to the event, stand in line, get to our seats, etc.......not to mention that there are activities BEFORE a game that people want to enjoy. As we headed off to the game STILL no parking pass, I called on the way there, I told them, "I need this parking pass in the next 20 mins." They put me on hold for 40 mins, we had already arrived... then the call conviently disconnected from their end. I called back and told them that we were having to park eleswhere. They actually said to me, well the event doesnt even start for the next 6 minutes!!!!!!!! Seriously? We had to find other parking and missed the first 3 innings of the **** game! Now, I wake up to find they charged me for the parking that was never used and caused soooo much trouble. Again, I called and they said no to a refund because the parking was delivered that day.?????????? They claim it was delivered 29 minutes before the game started which is NOT TRUE!!!!! I was still on the phoe with them at that point. But even if that was the case, which it is not, they didnt deliver the product in time for my use. I have called 4 times now for a resolution, There has been none. I want a full refund for my parking and 30% of my tickets purchase refunded since they caused my family to miss 3 innings of a 9 inning game.

  

  Business Response

  Date: 05/23/2025

  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 has a refund for this order. 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:05/14/2025

  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 purchased a parking pass for a *************** basketball game through Vivid Seats who I also bought the basketball tickets from. I was sent a link to access my parking pass which took me to the website for ************. ********************************************************** I clicked the link it gave me an error message. I emailed customer support and they told me to call the phone # for support. It was Sunday and their hours of operation were Monday thru Friday. I went to the parking lot, there was no attendant, you had to type in the code I would have gotten if the website worked. I had to go pay for parking elsewhere and could not use the parking pass I purchased. I called customer support and they told me that since I had a system issue or a connection issue, they couldn't issue me a refund. I also first called Parkwhiz to get a refund and they told me that since I purchased the pass through Vivid Seats that I had to go to them for the refund. They also informed me that Vivid Seats is not an authorized reseller of their parking passes. I question the legality of them selling these parking passes.

  

  Business Response

  Date: 05/23/2025

  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 has has extended a full refund for this order 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

  Customer Answer

  Date: 05/27/2025

   
  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:05/13/2025

  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 ********* ticket through their official website, where it was advertised as including access to all three days. However, I later discovered that the ticket was valid for only one daydespite being charged the full price for a three-day pass. I contacted them immediately to request a refund and never picked up the ticket, as it was still prior to the scheduled pickup window.Despite not receiving the ticket or any goods or services, they refused to issue a refund. I believe this is a clear case of misrepresentation, and I was charged $700 for something I never received.I am formally requesting a full refund for the amount charged. I did not receive the product I paid for, and I acted promptly to resolve the issue. I hope this matter can be resolved fairly.

  

  Business Response

  Date: 05/22/2025

  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. 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 listing they were interested in for the 2025 *************************************** ******, ***** Thee Stallion, Zedd), they continued to the Login page which displayed a detailed order summary on the right side. Under the section Ticket Details it is clearly stated for customers order: GENERAL ADMISSION. After the customer entered an email address to create an account, they then navigated to the Checkout page which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $683.67 highlighted in bold text. Once the 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 $683.67. All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order, at which time their order was complete. 
  

  It should be noted, our customer contacted our customer service team regarding their order on 4/18/25. As shown by the image provided by our customer, they purchased tickets for Sundays event. Once our customer was made aware of their ticket purchase they stated they would not pick up their ticket; however our customer was advised their ticket would still be held at the designated pick up area. An email with the pick up information was sent to the email address they provided during checkout on 4/20/25 at 11:41 AM CST. The customer's decision to not attend their event does not qualify them for compensation since the customer's actions are outside the purview of Vivid Seats. 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: 05/27/2025

   
  Complaint: 23325977
  
  it feels incredibly misleading and deeply unfair. Youre charging the full weekend price for just one day, and only after being called out do you hide behind a no refunds policy. Thats not just bad businessits dishonest.
  
  
  People work hard for their money, and to take it without transparency or accountability shows a complete lack of integrity. Theres no world in which I would knowingly pay full price for one day, especially when the cost matches the entire weekend. The fact that this was brushed off without remorse makes it even more disheartening. It truly feels like I was taken advantage of, and thats a terrible way to treat people.
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/04/2025

  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. As previously stated, once the 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 $683.67. 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 such ,Vivid Seats cannot alter the selections a buyer makes during the checkout process. The customer's order confirmation reflects the event and listing they selected when completing their order. 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: 06/05/2025

   
  Complaint: 23325977
  
  I am rejecting this response because:
   
  
  I just want  to express that I never picked up the product, and I had notified you days in advanceso being charged full price feels a very unfair. I work hard for that money, and its tough feeling like Im being taken advantage of.
  
  
  Im more than willing to meet halfway with a partial refundI just hope we can find a solution that feels fair for both sides.
  
  

   

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

• Initial Complaint

  Date:05/13/2025

  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 4 tickets to the ***** concert on May 12th. I purchased them from vivid seats. Vivid seats sold me tickets they didn't own. They referred me to another company (seat geek) to retrieve my purchase. Seat geek didn't own the tickets either. This all happened in February. 1 week before the show, I tried to retrieve my tickets. I contacted vivid seats to retrieve my tickets. The customer service person advised me that there was a communication glitch and seat geek had not sent my tickets. He then said he had contacted seat geek but needed another email address to send them to. I gave them my sons email address to send the tickets (see upload). I told my son to be on the lookout for them. They never arrived, so my son and his family were unable to attend. When I explained this to the vivid seats customer service person on the phone, she told me to go get my money from seat geeks and they had no responsibility to me for a refund. My purchase arrangements were with vivid seats not seat geeks. I expect my refund from vivid seats not seat geeks. Please help.

  

  Business Response

  Date: 05/23/2025

  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.           
  
  
  
  Vivid Seats facilitates thousands of successful ticket transfers each day with satisfied customers, so we are confident of the efficacy of our processes. During the checkout process, customers are able to view the delivery format for their tickets. The selection our customer made was electronic transfer, where sellers transfer the tickets using the platform that the venue has issued tickets through. Customers receive an email with instructions on how to access their tickets, as well as a separate email which contains a link to claim their tickets, advising them to do so.            
  
  
  
  Our customer placed their order on 2/9/25 and their event took place on 5/12/25. Please note that our Buyer's Guarantee states that our customers received their tickets in time for their event. Our records indicate that our customer was sent their tickets the same day they placed their order. It should also be noted that the seller provided documentation showing the tickets were transferred only to our customer. As this aligns with our Buyer's Guarantee we must abide with our all sales are final policy.  
  
  
  
  We maintain that all details were sufficiently disclosed prior to purchase and that our customer received their tickets in a timely fashion. 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  
  
  

  Customer Answer

  Date: 06/04/2025

  Complaint: 23325901
  
  I am rejecting this response because: I have received the position of Vivid Seats. I disagree with their findings. The tickets were not the tickets I purchased and were not emailed to the correct email address. The replacement tickets were sent to my email address. We could not have used the replacement seats. We had a handicapped member of our family that needed to be under cover and away from the crowd. Please help.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/11/2025

  Thank you for your response. We appreciate the opportunity to provide further clarification. Please note that as a secondary marketplace we have no affiliation with the box office or venue. As previously stated, our records indicated that the original ticket transfer took place on 2/9/25 and no issues were detected. Our indicate that we had attempted to retransfer the tickets to our customer, however the tickets were already accepted therefore the seller no longer had access to them. At this time, we consider this matter closed. If our customer has further questions regarding their order, we encourage them to reach out to our customer service team.
  
  
  
  Regards,  
  Vivid Seats  

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23325901
  
  I am rejecting this response because

  1.) I never received the tickets 

  2.) I attempted to contact seat geeks in February to find out when my tickets would be forwarded to me. They said that they had not received them from the original ticket holder.

  3.) The problem lies in the fact that you sold me tickets you did not own. You purchased those from seat geeks who did not own the tickets.

  4.) Instead of retrieving the tickets for me which I  thought you did...see the screen shot.

  5.) You stranded me with a company that is not recognized by BBB, and has an overall 1 star rating. 

  6.) You seem to have forgotten that my relationship was with Vivid Seats and have  failed to honor that relationship. I had  no relationship with Seat Geeks, nor whomever they purchased the tickets from. 

  7.) It should be Vivid seats who issues me my refund... not any of the other parties that you brought to the table unbeknownst to me.

  8.) One has to question the purpose of touting a BBB A+ rating, and be at the helm of such chicanery. 

   

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

• Initial Complaint

  Date:05/13/2025

  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 own an entertainment venue and ************************** is selling tickets to my events which are significantly higher in price than tickets that are readily available directly from my business web site- www.playmill.com.I have received complaints from patrons who mistakenly believe that ******************************* is an official outlet for tickets to my venue, and pay significantly more than face value for tickets.I have not authorized, nor will I authorize, vivid seats to function as a broker or reseller to any events I produce.I demand they remove all links and references to my company and my events from their platform immediately.

  

  Business Response

  Date: 05/23/2025

  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 
  
  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23324021
  
  I am rejecting this response because: This has nothing to do with an order placed with Vivid. Vivid is actively selling seats from my web site which are currently available at face value. Customers who search for tickets to my venue and click on the Vivid link falsely believe that they are buying directly from my venue when in fact they are paying DOUBLE the value of readily available tickets. 
  

  I demand that they remove all links and references to my domain, web site, and ticketing portal from their web site.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/05/2025

  Thank you responding. As previously stated, our system did not locate an order placed by Mr. ******* and his complaint does not correspond to any order placed with our company. Therefore, we are unable to assist with Mr. ********* requests. However, we suggest he contact our customer service team via phone or email, for further assistance, to properly address his concerns. As such, we consider this matter closed and will no longer providing additional responses. 
  
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:05/13/2025

  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.

  Due to high demand and heavy traffic on the platform, I encountered repeated system errors while attempting to purchase two tickets for myself and my 9-year-old daughter. Despite receiving error messages throughout the process, I later discovered that a single ticket purchase had gone throughsomething I was unaware of at the time.Once I noticed the charge, I immediately contacted Vivid Seats with the hope of either securing a second seat next to the one that was mistakenly purchased or exchanging the single ticket for a pair of seats together. Unfortunately, the representative informed me that there were no available seats next to my existing ticket, and the only option was to buy two new ticketson top of the one I had already purchased.I explained the situation in detail and asked for support or flexibility in resolving the issue, especially since the ticket was just purchased minutes before my call. However, I was told that the single ticket could not be refunded or exchanged, and I was advised to sell it instead. I expressed my discomfort with reselling, as Ive never sold a ticket before, and the likelihood of selling a single seat is quite low. Still, no alternative solution was offered, even after escalating to a supervisor.Ultimately, I was left with a $510.10 ticket I cannot use, as I obviously cannot send my young daughter to the game alone. I had hoped for a fair resolutionwhether a refund, credit, or exchangethat would allow me to purchase two seats together. Instead, I received no support and lost a significant amount of money due to system issues that were out of my control.

  

  Business Response

  Date: 05/23/2025

  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 the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. The final landing page of our checkout process displays an order summary including all event details and the option to view an itemization of charges before placing their order. Beneath the payment information the total charge of $510.10 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.  
  
  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: 23322411
  
  I am rejecting this response because: This complaint has not been resolved.
  
  Sincerely,
  
  ******** ***** ********

  

  Business Response

  Date: 06/11/2025

  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:05/12/2025

  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.

  2 21 25 and 2 23 2025 Purchased two tickets from Vivid Seats. Did not receive email to accept tickets for 2 days and multiple calls. Called multiple times and was told there was nothing they could do and no one else to talk ***** I put a stop pay on my Discover payment. What other option did I have? The same day the tickets showed up in my account, I lifted the stop pay and forwarded one ticket to my friend. I was still charged $46.35. We couldnt tell that our tickets had been recalled because they were still listed in ******** app. ****** told me those tickets were now in owners name not mine. That is how I found out they had been recalled. I confirmed with Discover Saturday and today that the stop pay was cancelled and I was charged for the tickets. Twice on Live Chat, Vivid said they cannot talk to me because I have an active dispute with Discover. I DO NOT! So I cannot get resolution from them, conveniently they said they could not talk to me. We were at the ballpark and had to buy tickets to get into the game. That was an additional $80 out of pocket. Which I would like to be reimbursed for too. Vivid Seats owes me refund for $46.35

  

  Business Response

  Date: 05/23/2025

  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 records indicate that the tickets were transferred electronically on February 20th, ***************************** ******* provided. This was the same day the tickets were purchased. On February 21st, Ms. ******* contacted our customer care team for assistance in locating the tickets. After troubleshooting produced no results in assisting Ms. ******* locate the tickets, we initiated a manual retransfer. A retransfer is a request made which relies on third parties to complete, and as such is a process which may take a period of time which spans closer to the event date. Days later, we received a dispute from *********************** institution. Per our terms, when a customer initiates a dispute, "********************** has the right to (i) seek payment, including all associated fees, by whatever lawful means necessary" and "Vivid Seats may also mitigate its damages by relisting and selling the tickets that are the subject of the underlying payment dispute." As we operated within the terms of use every customer must agree upon before completing their purchase, we maintain that we are unable to remediate Ms. ******* in regards to her claim. Additionally, our records indicate that as of May 23rd, 2025, the dispute with *********************** institution remains active. If Ms. ******* has questions about this dispute or its outcome, we advise she reach out to her financial institution directly.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 06/01/2025

   
  Complaint: 23318054
  
  I am rejecting this response because:

  I expected the canned response you have written on all Vivid Seat complaints. Many complaints similar to  mine.

  You are not interested in investigating or acknowledging the truth of my complaint. Why dont you call Discover to confirm the case is closed. I provided proof to you. Why dont you confirm that you received payment for tickets you had withdrawn.

  1. I sent you a copy that proved the case was closed and that Vivid Seats had been paid. 

  2. I called Vivid seats over 3 times because I had not received the email ticket acceptance. They had me log out, etc but nothing worked. They told me there was nothing else they could do and no one else to talk to.

  SO - the tickets were not in my account the same day (as I called multiple times because they were not)

  SO - The case at Discover is closed, per the proof attachment I provided.

  SO - I paid for the tickets and I am asking for a refund, since you withdrew them from my account.

   

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

  

  Business Response

  Date: 06/09/2025

  Thank you for responding. We appreciate the opportunity to further address *** ********* claims. Per the documentation *** ******* provided, we see that a reversal of the temporary credit provided to *** ******* took place on February 21st, and that a temporary credit pending investigation was reinstated on February 23rd. This is common in the multi-step process of financial disputes. After checking as recently as June 9th, 2025, we are seeing that *** ********* dispute is still currently active. While a dispute remains active, we are unable to take any action to assist the buyer. We understand that *** ******* is upset that the tickets were removed from her account prior to the event. We would like to reiterate that it is outlined within our terms of use that if a financial dispute is initiated, "Vivid Seats may also mitigate its damages by relisting and selling the tickets that are the subject of the underlying payment dispute."
  
  We maintain that we acted within the agreed upon terms of use regarding *** ********* order. We advise that she contact her financial institution regarding the current status of the dispute, as we are unable to provide any remediation while it is shown as active. If *** ******* has questions about the dispute's outcome, we would direct her to the financial institution her dispute is filed through.
  
  Regards,
  Vivid Seats
  
  

• Initial Complaint

  Date:05/11/2025

  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.

  5/11/2025 ticket was supposed to be cancelled with live agent and then they did not and charged me full price and ticket was wrong

  

  Business Response

  Date: 05/22/2025

  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 listing they were interested in for The Lion King, 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), $131.20. 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.
  
  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