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:05/09/2025

  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.

  1/7/2025 I purchased pearl jam concert tickets for ********* *********. I am from *******, so I traveled pretty far for this concert. When arriving to check in I could not get in the doors. The venue said they were not real tickets and it was a screen shot of them. I was never able to resolve the problem and vivid seats is telling me there isn't anything they can do. I am trying to get my money back from this. I missed 2 days of work and had a hotel booked.

  

  Business Response

  Date: 05/20/2025

  Thank you for reaching out to us. We have attempted to contact our customer in order to investigate their claim further as we are a resale marketplace, yet we have been unsuccessful. However, we will continue our efforts to resolve our customer's concerns. At this time, we consider this matter resolved. If our customer has further questions regarding their order, we encourage them to contact our customer service team for assistance. 
  
  
  
  Regards, 
  Vivid Seats

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23309935
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 05/27/2025

  I talked with vivid seats and they had me  file a complaint. I just have not heard back from that yet. They just have not clarified what the next steps or process will be. Thank you for your help

• Initial Complaint

  Date:05/08/2025

  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.

  I bought a ticket to see Vanya from Vivid Seats. They did not send the ticket to me. They had me on hold for 30 minutes and refused to allow me to speak to a manager until 30 minutes after. I used the word **** in a sentence and the supervisor hung up on me. Then, I got on the phone again and they refused to let me speak to a supervisor at all the second time. The employee who made me wait 30 minutes for a supervisor is Ivy. The employee who refused to let me speak to a supervisor the second time is ******. The employee who refused to let me speak to a supervisor the third time is unnamed. They refused to identify themselves and they hung up the call on me again.

  

  Business Response

  Date: 05/20/2025

  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 in order to offer an amicable resolution and our customer accepted. 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:05/08/2025

  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.

  I purchased tickets for an event at this venus that was rained out. The concert was suppose to be on August 17, 2024. We were told the concert would be rescheduled. This artist is not touring for the next two years. If you purchased your tickets directly from the venue, you were fully reimbursed. I purchased mine through a third party (which I wasn't aware there was a difference.) and was told the venue needs to officially "cancel" the concert for me to be reimbursed by them. So they know they can't get the artist back to this venue and they reimbursed those that purchased directly, but won't simply "cancel" the concert so everyone else can get reimbursed. I find it completely unprofessional and I am requesting that the bbb helps me get this resolved because they won't respond to me. All they have to do is cancel the **** ******** 8/17/24 concert.

  Customer Answer

  Date: 05/08/2025

  The company is Vivid Seats and the phone number is ************ and attached is my order where the services were not provided. They wouldn't give me their actual address, but that is probably because they are not in the **. I don't know.
  
  Here is the information on the venue who refuses to simply cancel the concert. They have used the word "postponed" to avoid this refund, but he's not touring around here anymore. 
  
  Sorry about clicking on the wrong company. Don't know how a public notary came up. 
  
  An ************************ production
  ********************************
  ***********  
  *******************************
  ***************************
  

  

  Business Response

  Date: 05/16/2025

  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. ? ??  
  
  
  Customers will be appropriately compensated for any event which is cancelled and is not planned to be rescheduled. If, rather than cancelling, an event organizer postpones an event, we must adhere to the terms of use agreed to at the time of sale, which state If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund or other compensation. At this time our customer's event is currently rescheduled to 8/21/2025 and their order does not qualify for cancellation or compensation. Please note that since Vivid Seats operates as a secondary ticket marketplace we have taken no part in the decision-making process surrounding the event postponement. While we understand our customer may not wish to attend a future event date, we maintain that all terms of use were sufficiently displayed and agreed to prior to the order being placed.  At this time, we will continue to honor the terms of use in place at the time of purchase.

  
  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

• Initial Complaint

  Date:05/08/2025

  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 am submitting this complaint regarding a failure to deliver three concert tickets I purchased from Vivid Seats. On February 25, 2025, I placed an order (Order #********) for tickets to the *** and ******** ***** concert scheduled for Friday, May 23, 2025, at ************ in *********, **********. Despite full payment, I have not received the tickets as of the date of this complaint.I have attempted to resolve this issue directly with the Vivid Seats through email, customer service live chat, and phone, but I have not received a satisfactory response. With the concert date rapidly approaching, I am increasingly concerned that I will be unable to attend the event I paid $1034.97 for.I am requesting that the BBB assist in securing either:Immediate delivery of the valid tickets as originally promised, or A full refund of the purchase amount.Please find attached any available documentation, including the purchase confirmation and relevant correspondence with the seller.Thank you for your attention to this matter.Sincerely,***** ******* *********************** Order Number: ********

  

  Business Response

  Date: 05/19/2025

  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 ******** ***** and SZA, 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), $1,034.97. 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.
  

  It should also be noted, tickets for our customer's event were delivered to the email address they provided during checkout on 5/14/25 at 8:13 AM CST. 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

• Initial Complaint

  Date:05/07/2025

  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.

  Misleading, Fraud and Scam.I purchased tickets from this website, no where does it disclose on the main page, ticket page or check out page that they are NOT in possession of the tickets and ALLOW people to resell tickets that THEY DO NOT HAVE. This is misleading and fraud. I received an email saying if I downloaded the app, I will have my tickets. No tickets. In writing, their customer service representative has confirmed 3 times that I should resell the tickets that I do not have and THEY do not have. You can list tickets for sale that you do not have and they will collect the money. So, yes, this is confirmed fraud. I'm simply looking for a refund. They've advised me that if I report this to my credit card company they're protected by fine print and nothing would happen if I report to the BBB. They will not answer when I ask if vivid seats is in possession of the money spent for no tickets or if the seller is in possession. Paid for goods, deceived and haven't received, and they tried to get me to scam someone else.

  

  Business Response

  Date: 05/15/2025

  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. ? ??  
  

  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 ***** ******, 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), $172.85. 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.
  

  As a secondary ticket marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office. Our role is to act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets listed by individual resellers, we must ensure that our policies are fair to both parties. This means that while we secure the delivery and validity of tickets, we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. Prior to receiving this claim, we thoroughly discussed this matter with our customer. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 
  

  Regards, 
  Vivid Seats

• Initial Complaint

  Date:05/07/2025

  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.

  12/13/2024 I purchased ********* tickets for the 12/29 game. I paid $445.79 & it posted to my bank of 12/16/24. I immediately started to received Vivid promo emails but never any tickets. Contacted them several times only to be told they did not see the transaction. I told them the fees were deducted by my bank. This same conversation happened at least three different occasions. I am not sure if someone on their end forgot to do something or what happened but I have my proof that the funds were deducted from my bank and I never received an email for tickets. I would like my refund and am asking for help from the BBB.

  

  Business Response

  Date: 05/15/2025

  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), $445.79. 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.
  

  As a secondary ticket marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office. Our role is to act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets listed by individual resellers, we must ensure that our policies are fair to both parties. This means that while we secure the delivery and validity of tickets, we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. It should also be noted, tickets for our customer's event were transferred electronically through a third-party platform to the email address they provided during checkout on 12/14/24 at 3:59 PM CST. The email customer received contains instructions and a link to claim their tickets. In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed. 
  

  Regards,
  Vivid Seats

• Initial Complaint

  Date:05/07/2025

  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.

  Date: 5/7/2025 Price: $1,030.82 Details: When placing an order on Vivid Seats app the total ticket price is not shown until after an insurance option is selected and then you must scroll down to view the ticket price. This is misleading as there is no indication on the page that you must scroll down. The app does not clearly articulate the process and hides the total price in attempt to have customers not realize the additional fees (50% of the ticket price).To improve the customer experience, the app should clearly indicate that you must scroll to view the total ticket price and optionality to include the fee price when looking at tickets should be in place.

  

  Business Response

  Date: 05/16/2025

  We are happy to address our customer's concerns regarding their claim that their order total was not displayed prior to placing their order. Our website is entirely user-driven, and no order can be placed without our customer having been made aware of all order and pricing details. After our customer selected their desired tickets they were taken to the checkout page which displayed an order summary including their event and ticket details. Once our customer entered all necessary information they had the option to view an itemization of their total charge, which was displayed on screen in bold text. In order to complete their purchase they were required to select "Place Order" near which the following statement was posted: "By placing order, you agree to our sales terms and Reward Program terms. All sales are final and are in USD." 

  
  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

• Initial Complaint

  Date:05/07/2025

  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.

  Order number ******** Bought a ticket on may 6th to Linkin Park concert last minute deal Originally ticket was for level 118 row A I saved a screenshot even, before placing order but as soon as i placed my order seat changed to completely different area. After seeing this i immediately contacted support asked for resolution, obviously no help. I obviously didnt go to a concert because seats are just ridiculous nearly behind the scene. This is insane that there are so many complaints about this company and their policy is we are not responsible for anything

  

  Business Response

  Date: 05/16/2025

  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 the time on the computer screen is cropped out of the picture, we are unable to determine whether the photo the customer provided was taken before or after the purchase our customer made. Additionally, the screenshot is a picture of the first step of our checkout process, before any payment information is entered. As such we cannot confirm that the picture provided is related at all to the purchase the customer eventually made. Per our records, the listing the customer selected and completed the purchase of was for Section 310, Row A. This information continues to be displayed from the ticket selection step, through the finalization of the purchase, and is included in the order summary.
  
  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: 05/19/2025

   
  Complaint: 23296896
  
  I am rejecting this response because:
  The companys response avoids addressing key points and instead places the burden entirely on the customer, despite the evidence I have provided.
  
  
  1- Misleading Purchase Process:
  I have screenshots of each step of the purchasing process, including the page after my payment information was entered. These screenshots show discrepancies between what was displayed during checkout and what I was ultimately charged for. The argument that the time is cropped from the image is irrelevantI can provide metadata or additional evidence to verify the sequence and timing if needed.  The only reason I documented every step was due to the overwhelming number of negative reviews and complaints about platform, which I now unfortunately understand firsthand.
  2 - Price Discrepancy:
  There is no logical reason I would knowingly purchase these tickets(310) at a significantly inflated price when the same seats were readily available for much less on official ticketing platforms. This strongly suggests that the platforms presentation of listings is misleading or unclear.
  3- Lack of Transparency:
  If Vivid Seats is indeed committed to a simple user experience, then it should be transparent at every stage of the transaction. The platform failed to make the final selection and pricing clear, which is what led to this situation.

  Finally, the company claims this matter is closed, despite the ongoing dispute and the fact that I am raising legitimate concerns through the BBB. I respectfully request that this case remain open until a proper review of the purchase process and supporting evidence is completed. I am seeking a full or partial refund based on the deceptive presentation of the ticket listing
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/23/2025

  Thank you for responding. We appreciate the opportunity to further address Mr. ****** concerns. We would like to reiterate that the website is a secondary ticket marketplace connecting ticket sellers with fans. As a live marketplace, prices are set by the individual resellers using our platform based on several factors including demand. The fact that prices may be above face value is outlined at several points on our website and within our terms of use, which every customer must agree to prior to completing their purchase. Moreover, details such as the event information and selected tickets follow the customer through the checkout process, and the total price is available prior to completing any transaction. Our website is user driven and our records indicate that the purchase Mr. ***** made was for Section 306, Row A, which was provided to him.
  
  At this time, we have received no dispute from ******************** institution as he claims. Should one be filed, we advise that Mr. ***** contact his financial institution with any and all inquiries regarding its process or outcome. 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: 05/28/2025

   
  Complaint: 23296896
  
  I am rejecting this response because:

  Unfortunately, your reply further confirms the ongoing confusion and lack of accountability regarding my ticket purchase. To be absolutely clear: I originally purchased tickets for Section 118. That was the section selected at the time of order placement. However, after completing the transaction, I was issued tickets for an entirely different section.
  
  
  Now, your latest communication claims I received tickets for Section 306, while previous correspondence referred to Section 310. This inconsistency not only highlights serious flaws in your system but also raises concerns about misleading or deceptive practices.
  
  
  Your explanation about pricing and terms does not address the core issue: I did not receive what I paid for. This isnt a matter of pricing or market demand its about being issued completely different seats than what was selected, without any clear notice or consent.
  
  

  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/06/2025

  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 a parking garage ticket for a *** game which I didnt get the tickets till after till 19 minutes after the game started and this point the garage said full so could not use the parking ticket and missed our game. I talked to the *** which would not do a refund and said good luck disputing with the bank. Terrible customer service and I need a refund as this is now theft. You can sell a ticket and deliver 19 min after the game started then can t use since the garage is now full.

  

  Business Response

  Date: 05/16/2025

  As a secondary marketplace, we are not affiliated with any artist or venue; instead, we act as an in-between for customers and sellers. While we do not own or generate tickets, we do process thousands of successful orders each dayand each order is given the full protection of our Buyer Guarantee. This guarantee ensures that any ticket a customer purchases on our site will be delivered prior to their event; if tickets are not sent prior to the event, the customer will receive a full refund. In our procedures to uphold this standard, we screen each seller to ensure that their listings are authentic and comply with our seller terms.

  
  Nevertheless, because the hundreds of sellers in our network process a large volume of orders each day, errors do occur in some extremely rare cases. After thoroughly investigating this matter, we have determined that our customers order was one such isolated case. Vivid Seats has been in contact with our customer and provided an amicable resolution. As such, we consider this matter resolved. If our customer has any further questions regarding their order, we welcome them to contact our customer service team.

  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:05/05/2025

  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.

  Show for ***** ******** in ******* on May 7th bought one ticket and was charged for two, one ticket being removed from charge hours later. No order confirmation for the ticket. No ability to review the ticket as never given order number. Has been three days. App and website deny purchase, but bank balance identifies purchase. Blocked at every attempt to speak to someone to rectify situation; awaiting full processing of charge to contest with bank that products were never provided. Vivid likes to comment here but gives zero transparency. Reddit clearly indicates predatory practices, and this was my mistake to hand over money. Zero accountability, loss of $67.00 without answer, and now Im not going to the show. Thanks, Vivid.

  

  Business Response

  Date: 05/16/2025

  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 customer did not reach out to us regarding their order at any time prior to this complaint. After reviewing their order, we believe that a typographical error was made in the email address our customer provided at the time of purchase. This is why they had not received their tickets. Although we regret the customer made a typographical error, the order is considered fulfilled since we have no control over what our customers input as their email address during the time of checkout.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23288640
  
  I am rejecting this response because:

  The email provided was entered correctly, and I attempted to contact utilizing multiple emails addresses. To claim that a false email and/or phone number were supplied when nothing is traceable from your end is completely disingenuous. Which email was entered? Ah, you cannot provide that information because you lack the ability to clarify your own records or youre fabricating this outcome. Tickets were never delivered, two hours with customer service resulting in no account actions being identified (despite you taking two tickets and then reimbursing me for one, then delivering none). 
  

  Outright scam and with hundreds of similar complaints on Reddit and other forums. Corrupt internal processes. Fraud. Will process with *************** and report further. 

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

  

  Business Response

  Date: 05/28/2025

  Thank you for responding. We appreciate the opportunity to further address Mr. ******** concerns, and are happy to provide a more detailed outline of the events which took place. Mr. ****** placed this order at 3:06 AM local time on May 4th, 2025. After receiving this complaint, we scoured our records in order to find an order that matched Mr. ******** information provided on this complaint. After our search, we were able to identify what we assumed was the order in question, as the purchase information matches Mr. ******** name, and the email address on the order is the same as provided on this complaint, with the crucial omission of one character. Namely, the "i" in "*****" in Mr. ******** email address was not included when the purchase information was being filled out.
  
  We are uncertain where the claim of being charged for two tickets originates, as this order was placed for a single ticket. Vivid Seats is a secondary ticket marketplace where ticketholders are able to list inventory they have for resale. During the checkout process, the buyer is able to view the selected inventory at all times, and the total price is shown before any purchase is completed. As buyers are responsible for ensuring that all purchase information is accurate per our terms of use, we are unable to offer any further assistance regarding this order, and continue to consider this matter closed.
  
  Regards,
  Vivid Seats