Complaints

This profile includes complaints for Vivid Seats LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vivid Seats LLC

  24 E Washington Suite 900 Chicago, IL 60602

  
• 

  Fanxchange Ltd

  101 - 30 Duncan St Toronto, ON M5V 2C3

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  Fanxchange Ltd

  602 - 30 Duncan St Toronto, ON M5V 2C3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/28/25, I purchased tickets through Vividseats for the upcoming concert in ************ on 9/4. Vividseats was one of the first options that came up on ******, so I assumed it was a verified seller. I purchased 4 lawn tickets for $635.19. Later, I saw the same class of ticket available on StubHub for less. I was able to purchase 4 tickets for the same concert of the same class for $234.12. I pointed out the discrepancy to Vividseats, and they insisted there was nothing they could do to rectify the situation. They could not even resell the tickets on their site despite being a ticket resale service. They instead directed me to resell the tickets at a loss on another site. They apologized, but did not seem to recognize the loss of time and money on my part for having used their service (the only mistake I made!)

  

  Business Response

  Date: 05/08/2025

  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 Haim 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 $635.92 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 $635.92  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     

• Initial Complaint

  Date:04/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket to the April 21 baseball game at *********** in ******. This was listed at $74 dollars. I didn't see any notice about fees or extra hidden charges. My credit card was instead charged $105.89. When attempting to contact the company through the app, they have only three categories of contact, none of which fits my issue. Therefore I was unable to contact Vivid Seats because of their method of limiting contact. Please refund the amount of the extra charge. Thank you.

  

  Business Response

  Date: 05/09/2025

  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 ***************** at ************** 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 $105.09 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 $105.09  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: 05/18/2025

   
  Complaint: 23254083
  
  I am rejecting this response because the response does not acknowledge the offer that I responded to at a lesser price than I was charged.  Any alleged changes were not visible to me.  Also, when Vivid says that they thoroughly discussed this matter with me, this is an error.  There was no coversation at all.  

  I respectfully ask the disputed portion of the bill be refunded without delay.  

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

  

  Business Response

  Date: 05/23/2025

  Thank you for responding. We are happy to address our customer's concerns regarding their claim that their fees 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 service fees, 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." As such, we must abide by our agreed to terms and consider this matter closed. 
   
  Regards, 
  Vivid Seats

• Initial Complaint

  Date:04/26/2025

  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 using Vivid Seats for a concert to be held April 16th in *********, **. The date changed to April 24th and I could no longer attend. I called Vivid Seats on Monday April 21 to list our tickets for sale. A representative helped me set up the listing and it was visible in my account dashboard. I was not notified of any sale so in the date of the even (April 24) I checked my account and I noted I could still see the listing BUT I went to vivid seats to see what others were selling their tickets for and my tickets were not visible. After multiple calls that day and the following day to Vivid Seats, I was told by multiple people that there was a technical listing/mapping error and that was why our seats were not visible to others for purchase. I expected some compensation from Vivid given it was their error that prevented anyone from purchasing our seats but I was told there was nothing they could do as the listing error was "out of their control" and the event date had passed. Vivid Seats made a technical mistake listing our tickets on Monday 4/21. We thought they were visible for others Monday-Thursday when in fact they were not. We made no attempts to sell our tickets any other way because we thought we had them available to others on Vivid. I would like a refund for the full amount of our original purchase or at least $130/ticket which is what we had them listed at on Monday 4/21. This was an error on the part of Vivid Seats.

  

  Business Response

  Date: 05/07/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we are committed to providing the best possible customer serviceand maintaining a simple, transparent listing process. 
  
  
  With respect to the fan sellers concerns, they reached out to our seller services team and asked for the reason why their listing was not visible on our site. Our agent explained that they had listed their tickets incorrectly, therefore we had to remove it to prevent any future potential issues. Our terms state: Vivid Seats has the right to remove any or all listings and/or cancel any or all confirmed order prior to delivery, for any reason and at its sole discretion, and to recover all funds paid to Seller for the tickets as well as all funds expended to ensure that replacement tickets are secured or otherwise reach a resolution with a customer. Since our listing process is user-driven our customer listed the tickets for section 12 instead of Terrace Level 12 it was removed. Thus, the error was outside of Vivid Seats' control. 
  
  
  At this time, we maintain that all the details of the fan sellers sale were properly disclosed prior to listing. If the fan seller has any questions, we encourage them to contact our seller services team. 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:04/25/2025

  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.

  Vivid SeatsAndroid App iOS App SPORTSCONCERTSTHEATER NFLMLBNCAANHLNBA Congratulations, your The Eagles tickets have sold! You must confirm the sale as soon as possible. Per our Seller Terms and Conditions, Vivid Seats reserves the right to replace the order with another seller's inventory at any point to ensure that tickets can be secured for the customer Your other listings may be removed until all sales are confirmed If the tickets are no longer available, please click the link above to visit your account and reject the order Ticket information for this sale:Order #: ******** Event: The Eagles Venue: MSG Sphere Date: Sat. Apr 12, 2025 8:30 PM Quantity: 2 Section: Section 109 Disclaimers/Attributes: Please note that you will need to use an iOS or ************** device to gain entry to your event.Unit List Price: $336.00 Order Total: $604.80*If you have any questions about selling tickets on Vivid Seats, please reference our full Seller FAQ. There you will find helpful tutorials, answers to common questions, and contact information for our *************** *************: (************) Re: Order #******** Inbox Vivid Seats <****************************************************************************>Tue, Jan 28, 9:52PM to me Hello. Thank you for your proof of Transfer we did receive that as of today. Best Jernnine Seller Operations Team * Vivid Seats deducts a 10% seller fee from the Order Total listed.

  Customer Answer

  Date: 05/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Good afternoon
  This situation has been resolved. They issued a refund today
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/23/2025

  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 two tickets to a show in ********, ******** for April 12th, 2025 and the venue which was the *************** closed the doors on the remaining attendees outside due to something out of our control , so we were never admitted into the show. I called Vivid Seats representative to explain what happened and stated their Terms of Use BACK to them about denial of admissions circumstances that deem us eligible for a full refund if we were not at fault and it was not Covid-19 related (which it was not) I received a full statement from a venue worker there that worked that night . They said they would open an internal investigation and get back to me in 3-5 business days. Never did . I called to follow up and they said the internal investigation discovered the show still went on and wasnt canceled, so I couldnt get a refund . I then did live chat with an agent to have screenshot proof to send to my bank about the refusal, this time the agent said I couldnt get a refund because my tickets were 100% valid and that its basically on the venue to give me a refund and totally blew me off after! When I didn't even get my tickets through the venue I got it from VIVID ! I read through their ENTIRE policy for terms of use and global terms policy. There special case exemptions in their policies that they do not abide by nor honor and that is untrustworthy of a business to a valued customer.

  

  Business Response

  Date: 05/17/2025

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

  Regards, 
  Vivid Seats

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vivid Seats is refusing to fulfill their Buyer Guarantee and issue me a refund for tickets I purchased to see a comedian at a venue that has made it clear on their website that they will not accept tickets from Vivid Seats. **************** was rude and unhelpful when I explained the issue.

  

  Business Response

  Date: 05/17/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ??  
  
  In this case, our customer has filed a dispute with their financial institution regarding this transaction. Our customer will be refunded through the financial dispute process. In the event the financial dispute is returned in the merchants favor, Vivid Seats will process our customer's refund to the original method of payment. The timeline for receiving your refund will be determined by the financial institution. We encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed.

  Regards, 
  Vivid Seats

• Initial Complaint

  Date:04/22/2025

  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 paid around $200 at vivid seats for a concert. I booked an airb&b, traveled 5 hours away, got a Lyft to the concert only to find out it was rescheduled. I went to try to get a refund, but they wont give you one. Then I went to sell the tickets, but its an E-Ticket, so I couldnt even resell it on their website. I tried selling it on other websites, but they wont accept the vivid seats E-Ticket this close to a concert date. I tried getting a PDF from Vivid seats, but they wouldnt give one to me. I tried emailing, calling, chat on their website- non of it helped or was useful. They were almost robotic in responses, and only made me feel more agitated.I ended up having to eat the $200.

  

  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.
  
  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 that if an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, our customers order will not qualify for compensation. Our customers event was considered postponed, and the tickets provided were valid for the rescheduled date of April 24th, 2025.
  
  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: 23239098
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/22/2025

  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 went to purchase an additional ticket after paying for 1 ticket Section 210 Row A seat # **. I went back to their website that gave me misleading information about trying to purchase the seat next to mine that showed as available. When I added the ticket to cart it would only let me add a pair because the ticket was for the seat next to the one I had already purchased. So upon check out of the second order there were 2 tickets in my cart. I received a pop-up window with messaging that said I already purchased one of the tickets in my cart. There message as it read should mean that I would only be proceeding through check out with the available seat that i had not already paid for and confirmed. This messaging in the pop up was misleading because I was charged for an extra seat in addition to the one that it said I had already purchased. There messaging was misleading and the website does not actually display the seat # info at check out, but if it said i already purchased the same ticket it should mean the same ticket and same seat, otherwise it should read "same event" as a ticket refers to a single entry for a specific seat to this event. I'm seeking a rufund of one of these seats since their messaging was not just misleading or confusing but actually false based on it not being "the same ticket".

  

  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.
  
  When a customer attempts to place an order for which they have already purchased tickets, a notification appears to ensure that they intend to place another order. This notification states "You already have one or more orders for this event, for your convenience those order(s) are listed below" and shows the order information for any previous purchases for that specific event. Customers are required to select a check box stating "Yes, I want to place another order for this event" to complete their purchase. It should be noted that inventory in the buyer's cart does not include tickets already purchased, and that seats are not guaranteed to be next to each other unless placed within the same order. Additionally, sellers are able to restrict inventory so that only certain quantities of tickets may be purchased together; it is likely the reason when Ms. ***** purchased her second order, the only inventory left in that section and row was listed to be sold only in a pair.
  
  At no point did the disclaimer regarding Ms. ******* previous purchase state that the previous order included one of the tickets in her second cart. Ms. ***** placed one order for a single ticket in Section *************************************************************** Section 210 Row A. Both of these orders have been fulfilled as listed, and as outlined; as such, we consider this matter closed. If Ms. ***** has additional questions regarding her orders, we welcome her to contact our customer care team directly.
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:04/21/2025

  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 writing to formally request a refund for my recent ticket purchase for Coachella 2025 due to a failure to meet your guaranteed delivery timeline and the resulting inconvenience.According to your guarantee, I was to receive instructions to access my tickets no later than April 9, 2025, by 11:59 PM CT. As shown in the attached screenshot from a chat with your support team, this guarantee was confirmed. Despite this, the tickets were not made available until 3:00 PM on April 10thwell past the deadline and long after they were needed.On April 9th, I reached out via chat support three to four times seeking confirmation that the tickets would arrive on time. I also called support two to three times and was reassured each time that I would receive the tickets before the 4:00 AM camping check-in time on April 10th.On the morning of April 10th, I had a call with a representative named ***** at 8:52 AM. After placing me on hold over six times, she stated that the tickets were in fact available for pickup and after much confusion of how I would acquire them outside of normal business hours she said that the hotel front desk would hold them for me. However, the front desk staff confirmed shortly after that they do not accept or hold tickets for security reasons, and that vivid tickets wasnt yet available at the location which contradicted the information I was ******** a result, I was unable to access the venue or join my group for camping on time. The tickets were only obtained at 3:00 PM on April 10th, significantly later than promised. This delay caused me to miss a critical part of the Coachella experience, including the opportunity to camp with my group. I did not get into the campgrounds until 12:30 AM on April 11th, due entirely to this mishandling.The experience caused unnecessary stress and anxiety and ultimately impacted the entire weekend in a negative way. I feel strongly that your customer service misled me and failed to uphold your delivery guarantee.

  

  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. 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.    
  
  
   
  
  
  Our multi-step checkout process allows customers several opportunities to view all details of their order, including the estimated ticket delivery date, prior to purchase. In this case the estimated delivery date of 4/9/25 was provided in the listing notes above the ticket delivery format. Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dates. Rather, the estimated delivery date is set by the individual seller of the tickets and may be dependent upon when the tickets are released by the primary issuer, with which Vivid Seats has no affiliation. While we understand our customer would like to receive their tickets earlier than the estimated date, Vivid Seats cannot guarantee expedited delivery for any order. Especially in an event like *********, where we have an ********************* dedicated to helping customer's get there tickets. Our customer was provided with detailed instructions several days before their event.  
  
  
    
  
  
  Prior to receiving this claim we thoroughly discussed this matter with our customer. We maintain that our customer received their tickets in time for their event, per our terms; as such, 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: 05/23/2025

   
  Complaint: 23232713
  

  Thank you for your response. However, I must respectfully reject this response with several points made, as they do not accurately reflect the facts or my experience.
  While I understand that Vivid Seats operates as a secondary marketplace and that estimated delivery dates may vary depending on sellers, your customer service team clearly and repeatedly guaranteed ticket availability by April 9, 2025, at 11:59 PM CT, which I relied upon in planning my travel and arrival at *********. This guarantee was not only stated in the listing notes but was also confirmed explicitly during multiple support chats and phone calls, all of which I initiated out of concern for the timing of delivery.

  
  Contrary to your claim that "our customer was provided with detailed instructions several days before their event," I did not receive clear access instructions or confirmation until 3:00 PM on April 10, well past the deadline I was assured of and after I had already missed my groups scheduled campground entry. This delay was not only inconvenient it had a direct impact on my experience, as I missed a full day of the event and the opportunity to camp with my group, which is a significant and irreplaceable part of the Coachella experience.
  Furthermore, on the morning of April 10, I was told by your representative ***** that the hotel front desk would hold my tickets, only to be informed by the hotel staff that they do not hold tickets for security reasons. This conflicting and incorrect information only added to the confusion and stress. Ultimately, I was unable to access the event grounds until after midnight on April 11, which is an unreasonable outcome for a ticket purchased through a platform that emphasizes reliable customer service and delivery guarantees.

  
  Vivid Seats prominently advertises its 100% Buyer Guarantee, which assures customers that you will receive your tickets in time for the event. In my case, that guarantee was not honored. Despite repeated assurances from multiple Vivid Seats representatives that I would receive my tickets no later than April 9, 2025, by 11:59 PM CT, I did not receive access until the afternoon of April 10. This clearly falls outside of what your own guarantee promises. I planned my attendance and travel around your delivery assurances, and your failure to fulfill them had real and measurable consequences. If a company makes a public and explicit guarantee, it must be prepared to take responsibility when it does not deliver on that promise.

  
  In summary, this issue was not merely about a missed estimated delivery date, but a failure to uphold explicitly communicated guarantees and assurances from your support team. I followed every step and communicated proactively but was misled throughout the process. Your companys handling of this situation resulted in a major disruption to my experience and failed to deliver on the commitments made.
  I am requesting that this issue be reconsidered for a refund based on the above facts. I appreciate your attention to the matter and hope Vivid Seats will stand by its responsibility to provide accurate information and uphold customer trust.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/30/2025

  Thank you for responding. Please note that while we regret our customer's dissatisfaction, we must reiterate that Vivid Seats does not have deadlines when it comes to our deliveries, we have estimated delivery dates. In this case, we emailed our customer several times in advance in order for them to make the proper arrangements so they can pick up their tickets a soon as they became available. It is also important to note that our customer went to our On Site Services location and requested their tickets prior to them becoming available. Our team accommodated their request as a courtesy and provided the tickets on 4/10/25, the day before the event started. Vivid Seats maintains that all necessary information and tickets, were provided to the customer, so they could arrange their pick up at our disclosed On Site Services location. As we delivered the tickets prior to the customer's event start date, per our agreed to terms, we consider this matter closed. We appreciate our customer's understanding.
  
  
  
  
  Regards,
  Vivid Seats
  
  

• Initial Complaint

  Date:04/20/2025

  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 never received tickets for a concert I purchased a week in advance. I spoke with 2 reps who insured my tickets would be delivered but I never received them

  

  Business Response

  Date: 05/01/2025

  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 that contains a link to claim their tickets, advising them to do so. 
  Our customer placed their order on 4/14/25, and their event took place on 4/20/25. Please note that our Buyer's Guarantee states that our customers received their tickets in time for their event. Our records show that we were in contact with our customer on 4/19/25 because our customer had input a certain email address to which the tickets were sent.  We had the seller attempt to retransfer the tickets to our customer's alternate email address. Subsequently, our seller informed us that a retransfer was not possible.   As such, we maintain the customers order was successfully fulfilled and aligns with the Buyers Guarantee.   However, Vivid Seats has been in contact with our customer and has extended a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution and, at this time, consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.  
  
  Regards,
  Vivid Seats