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:05/07/2025

  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

• Initial Complaint

  Date:05/04/2025

  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 bought tickets with an excellent view yet when I got them they were restricted. They will not honor the ticket view.

  

  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. 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 Taste of Country - ***** ****** and ******** ******* they continued to the Login page which displayed a detailed order summary on the right side., which also includes the note: "Obstructed view. Please note that you will need to use an iOS or ************** device to gain entry to your event." 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 $243.40 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 $243.40. All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order, at which time their order was complete.    
  
  
   
  
  
  As a secondary marketplace, Vivid Seats is not affiliated with the artist/event or venue  and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, Prices set by sellers, may be over face-value. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.    
  
  
  
  
  Prior to receiving this claim we thoroughly discussed this matter with our customer. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.   
  
  
    
  
  
  Regards,    
  Vivid Seats    
  
  
   

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23284780
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vivid Seats is a scam. I spent over $300 on tickets from Vivid Seats, on April 27th, for an event that is on May 4th. Turns out, all these guys actually do is go purchase a ticket from ticketmaster or someone else for about the same price. Then the way their process works is you have to wait for a ticket transfer email from the original vendor. the problee is, if you never get that email-- which happened in my case-- they have no way to help you becasue they arent the seller. I still don't have my tickets for an event thats 2 days away. Ive called customer service 5 times, got disconnected 4 times, and the one time i finished the conversation was told all they could do was apply to have ticketmaster send the email again-- which i will most likely never get because i didn't get it the first time. I reached out to ticketmaster directly and they have no history of the order. I tried to cancel the sale and get a refund and THEY DO NOT ISSUE REFUNDS. Who doesn't issue refunds?!!! This company should have their license taken away.

  

  Business Response

  Date: 05/13/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.           
  
  
   
  
  
  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 4/27/25 and their event took place on 5/4/25. 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  

• Initial Complaint

  Date:05/02/2025

  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 purchased 4 seats for a comedy show (show date is 10/19/2025) on 04/30/2025, paying Vivid Seats $393.92. I opted for the insurance coverage they recommended on their website which was offered on the same page for checkout. Again, this was on their website and on their recommendation. After they charged my card on 4/30/2025, on 5/1/2025 I got an email from ******* insurance company they use for insurance that said these tickets are not insurable. I was now concerned and skeptical so I called Allianz on 5/2/2025 and they verified they will not cover these tickets. I then decided to cancel my order because I want insurance for the tickets in case anything happens and Vivid Seats offered that protection on their website and it was not fulfilled. I contacted Vivid Seats on 5/2/2025 and they refused to refund me and insisted I had the insurance coverage they advertised (I have screen grabs of this from the chat where they state this in writing). They kept telling me to contact Allianz and I reiterated the above that I already did and they have no information. I offered to forward Vivid Seats the email saying the tickets could not be covered. After they viewed the email they just said there was nothing they could do and it wasn't their problem basically.

  

  Business Response

  Date: 05/12/2025

  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 **** *******, 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), $393.92. 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 marketplace, Vivid Seats is not affiliated with the artist/event or venue  and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, Prices set by sellers, may be over face-value. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.    
  
  
  Prior to receiving this claim we thoroughly discussed this matter with our customer. As all order details in question were accessibly and visibly displayed prior to placing their orders, we consider this matter closed. If our customer has any additional concerns pertaining to their orders, we encourage them to contact our customer service department.   
  
  
  
  Regards,   
  Vivid Seats 
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23278999
  
  I am rejecting this response because:

  My issue is not just the tickets purchased themselves. My issue is about the insurance they "offered" on their website, at checkout, to have in case of unforeseen events preventing me from attending the upcoming event. I would never have bought the tickets from them if I knew the tickets were not actually insured, again, as I opted in to and they promoted/"offered" as a safeguard on their (Vivid Seats) website during the checkout process. I was told by the insurance company (*******) that they purport to use, that the tickets actually could not be insured but that was only AFTER Vivid Seats took my money for the tickets and refused to refund me as they should. I believe it was false advertising to offer the insurance on their site that refused to actually ensure the tickets after purchase.

  After the insurance company said the tickets weren't insurable I contacted Vivid Seats and they keep saying my tickets are insured (see screen shots attached) when I have it in writing from the insurance company they work with and offer the insurance through (*******) that they're not. I have also attached the letter/email from the insurance saying the tickets cannot be insured. Had they (Vivid Seats) not falsely advertised that protection I would have bought the tickets from another site. This was false pretenses. I have bought concert tickets both before and after this encounter with Vivid Seats through similar third party seller sites such as StubHub/Ticketmaster and a lot have promoted/used the insurance Allianz as well and those tickets were always insured properly. Since Vivid Seats false advertising/offering of this insurance feature led me to make the decision to purchase the tickets through Vivid Seats instead of another site that would have legitimately insured the tickets in case I could not attend the upcoming event, I am respectfully asking for my money back and to notify the BBB of this deceptive practice. 

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

  

  Business Response

  Date: 05/21/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification. Although our customer claims that we false advertised the insurance, that is inaccurate. As previously stated, when our customer selected the tickets they were interested in, they were taken to the checkout page, in order to view an itemized breakdown you must fill out the billing and payment information, along with selecting to add or decline ticket insurance. Please note that we are not affiliated with the insurance as they are a separate entity and we have no control over the claims they accept or decline. If the customer has any additional concerns regarding their order, we encourage them to reach out to the customer service department so that they may be addressed.    
   
     
   
  Regards,  
  Vivid Seat

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23278999
  
  I am rejecting this response because:

  Please, again, see attached. We agree that I contacted their **************** team prior to this filing to try and rectify with them, but this was not achieved. Per the screenshots of our written chat, their (Vivid Seats') *** said the tickets were insured when they obviously are not (see attached email from the insurance they promote on checkout on their website - Allianz - confirming these tickets were not insured). I also called Vivid Seats' **************** phone number and got the same response verbally, essentially. As you can see, that right there is misinformation on Vivid Seats' end. And again, they promote that their tickets are insurable, which I require and is essential in my decision to purchase concert tickets from any vendor. Then after I opted for that insurance and Vivid Seats took my money for the tickets themselves, then I was informed that the tickets could not be insured and Vivid Seats refused to refund the tickets. 

  Vivid Seats said their tickets could be insured, they promoted this insurance on their website (so, false advertising) and that false information directly informed my decision to purchase these tickets from Vivid Seats, thus I believe this to be deceptive. I attempted to rectify with them but they refuse to refund and their ***s gave me false information - still claiming these seats are insured when I proved they are not directly from the insurer. All of this is in writing, attached.

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

• Initial Complaint

  Date:05/01/2025

  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 friend and I are lifelong fans of an English soccer team named *********************. ******* has played in their current stadium for 133 years and the team is closing it down at the end of the season in favor of a brand new one. We wanted to fulfill our dream of seeing our favorite team play in their original stadium, so we decided to plan a trip to ********* to watch them play in their final home match at ************* on Sunday May 18, 2025 vs. ***********. On Friday February 14, 2025, I purchased 2 tickets ($560 + fees and tax for each ticket for a total of $1,294.22) to the match from the verified ticket merchant Vivid Seats, LLC. In the ensuing weeks, we purchased flights, hotels, etc. to fully plan this trip, in addition to the excitement and anticipation leading up to this once-in-a-lifetime experience for us. On Tuesday April 29 (2.5 months after purchase and only 3 weeks before the match), I was contacted by Vivid Seats to which they alerted me that my order was being cancelled and that a refund would be returned to me due to the seller not being able to fulfill the order. I contacted Vivid Seats customer service multiple times to alert them that I do NOT want a refund or store credit and I did NOT consent to my order being cancelled. It clearly states in both Vivid Seat's General and Seller Terms of Use that comparable or upgraded replacement tickets must be provided to the customer, or an alternative agreement must be reached if the original tickets are no longer available. Vivid Seats has not followed their terms of use and are pushing their issue onto me. No where in their terms does it say they can cancel my order without replacement tickets offered in replacement. We don't want a refund, we just want replacement tickets to the match we've purchased and dreamed about going to. There is no "next match" and all other tickets are resale and wildly more expensive than what we already paid. Please hold them accountable to their own policies! Thank you!

  

  Business Response

  Date: 05/12/2025

  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 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. We would like to apologize for the issue our customer experienced as in this case, the seller was unable to fulfill their order. Our customer's order was accordingly cancelled and refunded with store credit they can use for a future purchase. As this resolution complies with both our 100% Buyer Guarantee and all agreed upon terms no alternative tickets or further resolution may be provided for this order.  At this time we 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:04/30/2025

  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.

  Purchase date is December 3 2024. Vivid ***** sent me the tickets on the 12th of December. I tried to accept the tickets for the first time on Thursday April 24th of 2025. When I click the link to accept the tickets it send me to an error page informing me that another email has accepted the tickets myself. I have not other email and no body accepted the tickets myself on my behalf. I have no ticket for that concert under my Ticketmaster account. The ********************** company did not try at all to help me locate the lost seats, they told me to call Ticketmaster myself. They also told me to go and try to retrieve the seats at the box office the day of concert. That makes no sense, so I called the box office of MetLife and they informed me that the seat had been sold 5 times and my name was not in their system. I called Vivid seats several time for almost a week and they were not willing to help or put me through a manager. I have not been offered my money back or new seats to replace the ones that they lost. I have been a loyal customer and was treated poorly. When I click Get your tickets now it leads me to the error page. I have called MetLife and ticket master and my name is nowhere near these seats. They said the tickets were sent out in December 9th and accepted on December 16. I dont an email confirmation saying I accepted them anywhere in my email.

  

  Business Response

  Date: 05/12/2025

  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 serviceand maintaining a simple, transparent checkout process.  
  

  Once our customer selected the listing they were interested in for ******** ***** and SZA, they were presented with the section and row, total price per ticket and quantity, delivery, and event information. Then they were prompted to select the quantity of tickets desired and click the Checkout button. Our customer was then taken to the login section. After the customer entered an email address to create a new account or sign in to their existing one, they then navigated to the shipping and delivery page, where the available methods of delivery for the selected tickets are listed, then chosen by the customer. Once the customers address is entered, but before they are required to enter their payment information, the customer is able to view our terms of use (including our all sales are final policy) which are disclosed at various points throughout the purchase process, including on our checkout page. Our customer was then taken to checkout where they were shown on the right-hand side an in-depth breakdown of their purchase including event details, ticket total, service total, delivery fees, and the total charge of $656.36 highlighted in bold text. This page also includes the message, By clicking Place order, you agree to the Vivid Seats terms of use and to the Rewards Program terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. Your credit card will be charged $656.36 . All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order; at which time their order was complete and submitted to the seller for confirmation.
  

  Furthermore, tickets for our customer's event were transferred electronically through a third-party platform to the email address they provided during checkout on 12/9/24 at 9:01 AM CST. We maintain that all order details were sufficiently displayed prior to placing their order; nevertheless, Vivid Seats has extended a one-time courtesy resolution in the interest of customer service, and a full refund was issued to our customer as of 5/9/25. If our customer has any additional concerns relating to their order, we welcome them to contact our customer service department.
  

  Regards,
  Vivid Seats

• Initial Complaint

  Date:04/30/2025

  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 placed an order for ***** ***** 8/23 in E ***********. There was no noticeable notation stating that these tickets have an obstructed view. Within minutes of purchasing I looked on StubHub where I realized the tickets are in an obstructed area. I called to try to make changes to the section, which section 111 cost the same and was told I could not. I want to change my seats and pick a different section that is not obstructed. I wanted an opportunity to relocate my tickets. And possibly pick floor seating being I was not aware it is bench seating either.

  

  Business Response

  Date: 05/06/2025

  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 Possible Tower Obstruction. 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: 05/06/2025

   
  Complaint: 23267807
  
  I am rejecting this response because: as my pictures show the shipping screen does not alert about tower obstruction.. there was only one hidden line at the last step of checkout I was only able to notice this because of the bold alert on other shopping sites. Also note that non-refundable is not mentioned. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 05/15/2025

  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: 05/16/2025

   
  Complaint: 23267807
  
  I am rejecting this response because: The method of purchasing I used ( *************************) did not emphasize there could be no refund and the altered view. I have provided proof of this. There must be some other compromise to accommodate me, especially since I inquired about thus only minutes after purchasing  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/30/2025

  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.

  I purchased tickets from vivid seats for a concert (sleep token) happening in ******* in September. When I looked into the tickets, I discovered that they were for a restricted venue, meaning they cannot be resold by anyone except Ticketmaster. I attempted to list the tickets on another reseller site, and they are unable to be listed because resold tickets cannot be used at the event. I called Ticketmaster and ******************** about this, and they confirmed that tickets that have been resold cannot be used, and the original purchaser needs to be at the venue in order to enter, but vivid seats is reselling tickets bought by another unidentified person who will not be there to accompany in order to enter the venue.I informed vivid seats of this multiple times, however they are adamantly confident the tickets will work, despite already having confirmation from the exclusive ticket seller and the venue that they won't. Vivid seats has a 100% guarantee and it's already confirmed they won't work. You can't even list these tickets for resell because of that. Vivid seats informed me they would "look into it and contact me", but I didn't hear back. When I started another support ticket, I got the same runaround about the issue.Vivid seats cannot deliver on their promise these tickets will work, because they sold tickets they shouldn't have been able to sell.

  

  Business Response

  Date: 05/12/2025

  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 Sleep Token they continued to the Login page which displayed a detailed order summary on the right side. 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 $426.90 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 $426.90  All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order, at which time their order was complete.       
  
  
    
  
  
  As a secondary marketplace, Vivid Seats is not affiliated with the artist/event or venue  and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, Prices set by sellers, may be over face-value. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.       
  
  
    
  
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. We maintain that  all order details in question were accessibly and visibly displayed prior to placing their order, as such we consider this matter resolved. If our customer has any additional concerns pertaining to their orders, we encourage them to contact our customer service department.            
  
  
   
  
  
  Regards,             
  Vivid Seats      

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23267728
  
  I am rejecting this response because:
  

  These tickets have been deemed invalid by the venue and Ticketmaster. You cant even list the tickets for sale because it is a restricted event. It is confirmed they will not work at the venue by everyone important to the matter. Refund them and I will be satisfied.

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

  

  Business Response

  Date: 05/19/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification. Please note that Vivid Seats is a sale marketplace which allows sellers to resell their tickets in a secure, controlled e-commerce environment. Furthermore, 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. As we provided our customer with valid tickets in time for their event and abided by the agreed terms, we are unable to offer our customer compensation. 
  
  
   
  
  
  Regards, 
  Vivid Seats 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23267728
  
  I am rejecting this response because:
  

  You claim you adhere to terms of use, and you claim "Vivid Seats is a sale marketplace which allows sellers to resell their tickets in a secure, controlled e-commerce environment", but you cannot resell these tickets. No other vendor allows reselling of these tickets. They are invalid for use if resold according to Ticketmaster and the venue they are to be used at. These tickets are useless, and Vivid Seats should never have allowed them to be listed to begin with. What Vivid Seats is claiming is that I need to wait until I'm denied at the door with these useless tickets before they will do anything, if they do anything at all about it. 

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