Complaints

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

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  Vivid Seats LLC

  24 E Washington Suite 900 Chicago, IL 60602

  
• 

  Fanxchange Ltd

  101 - 30 Duncan St Toronto, ON M5V 2C3

• 

  Fanxchange Ltd

  602 - 30 Duncan St Toronto, ON M5V 2C3

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

• Initial Complaint

  Date:04/18/2025

  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.

  On April 5, 2025, I purchased two tickets to the *************** at ***************** hockey game. I followed all the instructions from the Vivid Seats customer service **** balancing their app and another app called AXS. The email that had the tickets never arrived to my email account, which is ********************** The agent had me log out and log in using different ways but the tickets never arrived. Im contesting the charges with my credit card but want to explore all avenues for a refund. I dont mind any fees because the Vivid Seats customer service *** spent 2 hours on the phone with me, but they were using a weird email that was not mine. They completely messed up the transaction. I was ripped off and I now see online that Vivid Seats has scammed others. I feel stupid for trusting a link on the **** app to buy tickets but never would have guessed it was a borderline criminal enterprise. Its only $200 but Im willing to take this further if need be. They cant steal and get away with it.

  

  Business Response

  Date: 04/30/2025

  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 4/5/25 and their event took place on 4/5/25. 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 4/5/25 because our customer had input a certain email address to which the tickets were sent to.  We had the seller attempt to retransfer the tickets to our customer's alternate email address and our agents thoroughly explained that this was a request and not a guarantee. 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.  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. We maintain that our customer received their tickets on 4/5/25 to the original email address on file at the time of checkout. In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed. 
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:04/18/2025

  Type:Delivery 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.

  On 12/11/2024 I purchased tickets online through Vivid Seats online .Order #******** I was informed that the tickets could not be mailed to me as originally specified and that I'd need to pick them up at the box office of the Venue. When I went to the ************************************* box office they said the tickets I purchased through Vivid seat do not exist, I've been scammed. They only sell tickets direct and not through any 3rd party or ticket reseller. I paid $325.09 to Vivid Seats on 12/11/24. So Vivid Seats scammed me. I also purchased ticket insurance through ******* EVENT INS ALLIANZINS.USVA for $32 on 12/11/24. This of course was a scam also. The event I purchased tickets for was 4/17/25 which is when I went to the box office to pick up my tickets and learned of this scam. I contacted the credit card I used to purchase the tickets and since the purchase was not within 60 days, I have no recourse in disputing the charges. (Federal Law)

  

  Business Response

  Date: 04/28/2025

  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. 
  

  Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. As such, prior to receiving this complaint we opened an investigation into our customer's reported claim. We have since concluded this investigation and would like to provide an amicable resolution in the interest of customer service. However, despite our customer being made aware of the investigation process, they have filed a dispute with their financial institution regarding this transaction. As such, we are unable to provide a resolution at this time. Once the dispute has been closed by the customer's financial institution this matter will be resolved at that time. Since there is no further action we can take to resolve this we must consider this matter closed. If the customer has any questions regarding their dispute we recommend they contact their financial intuition.
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/17/2025

  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.

  April 16th I attempted to purchase tickets to a concert on there site. I have an account and have purchased tickets previously. The transaction failed numerous times using different payment methods. After three attempts I contacted customer service. Its important to note that I have $90 of credit on this account. I had previously bought a ticket and the artist cancelled. Vivid Seats refused to give me a refund, they just credited to my account to use on future purchases. Once I got in touch with a *** they informed me that due to a fraudulent activity on my account, no more purchases could be made from it. I asked for the credit to either be given back to me via a refund or to allow me to buy a ticket using it. They said they wouldnt transfer the credit or allow me to make any purchases on the account. Please see message from vivid seats:Dear *******, We cannot guarantee processing. The order is currently being cancelled due to previous confirmed fraud using the information currently being used for review. We cannot and do not guarantee processing on any orders. This order was submitted for cancellation because we received contact from the cardholder that the order was not authorized. We are unable to accept any future orders with this information. You will need to find a different site if youd like to place a new order for tickets. You were not charged; any pending hold will fall off the account once it processes through the banks system. As per your request of transferring your credit to your new account, we won't be able to process it.

  

  Business Response

  Date: 04/27/2025

  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.
  
  Please note our verification department reviewed our customers information when they were placing their orders, as we take the security of our customers information seriously. Due to some inconsistencies with the information, we were unable to process their previous order, and the charges were never processed.  If our customer has any additional questions, they are welcome to contact our customer care department. 
  

  Regards, 
  Vivid Seats

• Initial Complaint

  Date:04/16/2025

  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 the day I purchased my tickets, Vivid Seats website displayed a message stating that only 4 tickets were left at the $149 price level. Concerned they would sell out, I bought two tickets immediately. After taxes and fees, my total came to $451.08.Since then, the number of available tickets has increased to 28, and the price has dropped to $59 per ticket, or $171 total after fees. I contacted Vivid Seats to request a refund or price adjustment and was told all sales are final, despite the fact that I was misled by false urgency marketing. I have since filed a dispute with my credit card company on grounds of deceptive advertising.I am not upset that the price dropped I understand prices can change. What I object to is the manipulative only 4 left messaging, which influenced my purchase under false pretenses. I believe this violates basic consumer fairness.Desired Outcome:I am requesting a refund of the difference between what I paid ($451.08) and the current price ($171), totaling $280.08, or a full refund and cancellation of my order. I hope Vivid Seats will make this right and prevent misleading scarcity tactics from being used in the future.

  

  Business Response

  Date: 04/24/2025

  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.
  
  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of varied, changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may be higher or lower than that original amount. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats, which are collected to maintain operational functionality and ensure all orders placed with Vivid Seats are fulfilled in accordance with our 100% Buyer Guarantee. 
  
  In this case, our customer selected a ticket listing priced at $149.00 per ticket. During the checkout process the listing price, the ticket quantity, any applicable fees, and the full order total of $149.00 were available for the customer to review prior to placing their order. We maintain that these pertinent order details were agreed to when the customer selected "Place Order," thus agreeing to our 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

• Initial Complaint

  Date:04/16/2025

  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 am filing this complaint due to Vivid Seats deceptive platform functionality and inadequate customer service. I have repeatedly attempted to list tickets for resale through their platform using multiple browsers (Safari and Chrome) as well as their mobile app. Despite following all instructions, I cannot get past the first step of the listing process. This functionality failure renders their resale service essentially unusable.I contacted their customer service team for help and received minimal support. The representative provided vague, unhelpful instructions and eventually disconnected the chat without resolving the issue. There was no follow-up or attempt to assist further.This experience has been deeply frustrating and feels dishonest. Vivid Seats markets itself as a platform that allows easy resale of tickets, yet its systems do not work as advertised, and its support channels are unresponsive and dismissive. As a customer, I feel misled and ********** this point, the situation feels fraudulent the platform advertises a service it does not deliver and provides no meaningful support to correct the issue.Desired Resolution:I would like a formal investigation into why the ticket listing feature is nonfunctional.I want confirmation that this issue will be fixed or that alternative listing support will be provided.I believe compensation or account credit is appropriate given the time wasted and lack of customer service resolution.Thank you for your time and attention to this matter.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders.  
  
  As a secondary ticket marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office. Our role is to act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets listed by individual resellers, we must ensure that our policies are fair to both parties. This means that while we secure the delivery and validity of tickets, we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. 
  
  In order to list your tickets, you must meet the following requirements and agree that once tickets sell, a 10% seller fee will be deducted from your total sale price. You must reside in the *************. You must have a valid ****** account in order to receive payment. You must provide a valid credit card. Your tickets were either issued as physical printed tickets that can ship, or in a PDF e-ticket format. You must have tickets in your possession or provide the date you anticipate having physical possession. You may not list or sell tickets before you own them. All requirements, seller frequently asked questions along with seller terms & conditions and chat assistance information is available before selecting the option to sell. (**************************************************)
  

  Prior to receiving this claim, we thoroughly discussed this matter with our customer. At this time, ********************** has extended a courtesy resolution in the interest of customer service to assist with listing their tickets. However, our customer has declined our offer. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed. 
  Regards, 
  
  Vivid Seats

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23213794
  
  I am rejecting this response because: I am writing to formally dispute the response provided by Vivid Seats regarding my complaint. Their statement that they discussed a resolution with me at length is completely inaccurate. At no point was I offered a real solution, nor was the issue meaningfully addressed.
  I have repeatedly attempted to re-list my ticket through their website using multiple browsers (Safari, Chrome) and their app all without success. Despite having a valid ****** account and meeting all stated requirements, the platform does not allow me to move past the first step of listing. This is not a user error; it is a systemic issue with their platform.
  When I contacted customer service, the interaction was brief, unhelpful, and ultimately ended with the representative disconnecting. There was no meaningful assistance provided, and certainly no discussion at length as they claim.
  Upon further research, I have found numerous other customers reporting similar fraudulent practices and system failures by Vivid Seats. It is extremely disappointing that they continue to misrepresent their services and mischaracterize interactions with their customers.
  I do not appreciate being gaslit by their false statements. Their behavior is unacceptable, and I insist on a more serious and satisfactory resolution to this matter. I expect Vivid Seats to either fix their platform so I can relist my ticket as promised or to provide an alternative remedy.
  I request that the BBB keep this complaint open until a real, tangible resolution is provided.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/06/2025

  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. We reached out to the buyer on 4/22/25 to offer assistance with listing their tickets and they declined and insisted they would only like a response to their BBB complaint at this time. 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.

• Initial Complaint

  Date:04/15/2025

  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.

  We have a family of seven that we are attempting to enjoy a fun hockey game together and I used Vivid Seats to purchase these tickets. had to make two separate purchases, the first was for five tickets all seated together, there will be children there so we do have to haveas many seats as possible, as close as possible because of that, But I made a second purchase for two additional seats in the same row and same section, so maximum we would be away from each other would be a few seats. That we were fine with and could make work. The first order went through, this was for section 133, row A. We got the confirmation for five seats in a row, one through five. I did a second order as I mentioned. This would be two seats next to each other, that were originally supposed to be in the same section and same row as the previous order, section 133, row A. When the tickets were emailed to my account, I noticed they were in the wrong section as well as the wrong row. They were mirrored seats, but they were a few rows higher. As I mentioned, this is a family outing and I did my very best to keep us as close as possible. When I contacted the company telling them that I refused to accept the tickets that were sent to me with the wrong information, they gave me the runaround for days. I called 3 times. First two times they told me to watch my email and they would have it resolved. Finally, just finished my last phone call, my third call, and they notified me there is nothing they can do and that the seats that Iwas sent, the incorrect ones, were comparable and an upgradeWhich again is incorrect, as the seats we originally purchased were row A, the other seats are row EE. There has been absolutely no attempt to help me with this problem, and they basically told me that I am stuck with the tickets that never accepted from the seller (****) they pride themselves on quality and protection and service, but I see none of that! Was supposed to be fun, this has ruined it.

  

  Business Response

  Date: 04/25/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders.  
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. The final landing page of our checkout process displays an order summary including all event details and the option to view an itemization of charges before placing their order. Lower on the screen and just above the Place Order button was  the message, "By placing order, you agree to our sales terms and Reward Program terms. All sales are final and are in USD." By selecting Place Order our customer agreed to our sales term as they apply to their completed order. 
  
  With regard to the customer's claim that the ********************** designated on their tickets are in an alternate location, it must be noted that these seats are in fact upgrades from the originally selected section and row. As such, our customer's order was fulfilled correctly and in accordance with our Sales Terms and Conditions (*******************************************************************). These terms, which are clearly visible on our website, state: All orders are subject to ticket availability. Vivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets ordered. If those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion. This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.  
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.  

  Regards,

  Vivid Seats

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23210568
  
  I am rejecting this response because:

  When initially purchasing the tickets, I made it abundantly clear that these tickets needed to be as close as possible to each other. I do not understand putting a row and seat number if the customer is unable to purchase *** row and seat number. Also, unless someone has specifically been to that stadium, I am unsure how you were able to tell the customer, who has been to said stadium multiple times, that the tickets that are not as close to the entertainment, is an upgrade. Im unsure who makes those decisions, but after asking to speak with a higher up, I was told that was as high as I could take the matter. That is when I turned to BBB. This was an event we attended as a family, there were children, and for that reason we needed to keep everyone as close as possible. There was no attempt to try and rectify the situation and you allowed your third-party seller to dictate what your client wanted. I do not consider this matter, closed and look forward to hearing response and effort to rectify the situation. Purchasing additional tickets from Ticketmaster cost me about $80 after selling the tickets that I did not want from vivid seats. The service fees from vivid seats were the main financial loss. I am incredibly unsatisfied with the unwillingness to help with resolution prior to my event.

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

  

  Business Response

  Date: 05/06/2025

  Thank you for responding. As a secondary ticket marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office. Our role is to act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets listed by individual resellers, we must ensure that our policies are fair to both parties. This means that while we secure the delivery and validity of tickets, we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. 
  
  
  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. 

• Initial Complaint

  Date:04/14/2025

  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 6 tickets to Thunder over ********** at the ***********************. The event included a baseball game, concert, air show, and seats for one of the largest firework shows in the **. The tickets were priced at approximately 4 times the normal baseball game price, but it was fair. One week before, everything was cancelled except for the baseball game, and Vivid seats refused all attempts at a refund because the game was not cancelled.

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders.
  
  Vivid Seats facilitates thousands of successful 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 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), $332.16. Please note that an itemized breakdown can be seen by tapping the order total displayed. Just beneath the order total, our customer was presented with the message: "By placing order, you agree to our sales terms and Rewards Program terms. All sales are final and are in USD. 
  
  It should be noted this order was listed only as the ******************** at *************** and that event took place as scheduled. As this order was listed strictly as tickets for the baseball game with no mention or guarantee of the inclusion of the additional activities listed in our customers complaint we hold firm that this order was filled properly and that we cannot offer compensation for a lack of events or activities that were not mentioned or promised in the listing. 
  
  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: 23203643
  
  I am rejecting this response because: Please see the attached screen shots.
  
  I was unable to log into the better Business bureau site after the first response.  Vivid seats can choose to list the game anyway they choose, but the game was advertised as Thunder over Louisville. 
  

  
  

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

  

  Business Response

  Date: 05/13/2025

  Thank you for responding. Please note that as a resale marketplace Vivid Seats does not generate tickets or hold any inventory and is not affiliated with any box office or venue. This is clearly disclosed on our site prior to purchase. All our customers are guaranteed to receive their tickets in time for their event. As previously stated, this order was listed as the ******************** at *************** and those were the tickets our customer received. 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. It should be noted that aside from this claim, our customer filed a financial complaint, which has been resolved in their favor. Thus, they were refunded by their financial institution. As such, we consider this matter closed.  
  
  
  
  
  Regards,     
  Vivid Seats 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23203643
  
  I am rejecting this response because:

   

  As previously stated, the game price was at a premium compared to a typical game because of all of the extras that were supposed to be included but was cancelled due to flooding.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/14/2025

  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 feel exploited by a charge of $763.40 from Vivid Seats, which I believe was conducted under misleading circumstances (falsely advertised ticket-release date, one day before actual release) and without transparent or fair consumer practices.Despite multiple attempts to resolve this matter directly with the vendor, I have been unable to reach a satisfactory resolution. I was not provided with any cancellation policy or confirmation at the time of purchase, and communications from the vendor were significantly delayed. Lack of transparency during the purchase process No opportunity to review or consent to an "all sales final" policy before the charge Use of urgency tactics and misleading information during the transaction Delayed confirmations and lack of responsiveness from the vendor Please find below a detailed timeline of events:

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? 
  

  Once our customer selected the listing they were interested in for **** *****, 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 $763.40 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 $763.40. All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order; at which time their order was complete and submitted to the seller for confirmation.
  

  As a secondary ticket marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office. Our role is to act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets listed by individual resellers, we must ensure that our policies are fair to both parties. This means that while we secure the delivery and validity of tickets, we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry. It should also be noted, tickets for our customer's event were transferred electronically through a third-party platform to the email address they provided during checkout on 2/21/25 at 10:05 AM CST. The email customer received contains instructions and a link to claim their tickets
  

  In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.
  

  Regards,

  Vivid Seats

• Initial Complaint

  Date:04/14/2025

  Type:Order 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 seats thru Vivid for ***** ***** concert section 317 Row 6 seats ***** on 4/10/25 they sent me a confirmation email. 4/11/25 my sister goes to buy tickets and seen my exact seats i purchased the night before was open and called me to tell me. She then bought the seats on Ticket Master exact section, row and seats. I chatted with Vivid via their chat room and customer service. Shavafkra via chat room asked me to email proof of my sisters tickets which i did. Never heard back so i called the customer service line same night. Where i spoke to ***** and he told me he can see my sister tickets and they are fraud and the ones they will send me on 8/15/25 will be the correct ones. he refuse to let me escalate the call to a supervisor and told me again to tell my sister ************ scammed my sister and they will send me the correct ones.

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ??
  

  Once our customer selected the listing they were interested in for Vivid Seats, they were presented with the section ,row, and total price per ticket. Once the customer selected the tickets they were interested in purchasing, they were taken to a page that provided a detailed order summary that included the price per ticket, quantity, delivery, and event information; the summary also disclosed any applicable listing notes. Then, our customer was prompted to click on the Continue button, where they were taken to the checkout page. Here, the event details were reiterated and the customer was required to input their payment method, billing address, contact information and to either accept or decline insurance. The customer could scroll to the bottom of this same page to view the rewards they would be earning with the purchase, along with the total (inclusive of fees), $1,187.16. 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.
  

  Our buyers guarantee ensures ticket delivery prior to the selected event. This guarantee is outlined within our terms of use, which every customer must agree to prior to placing their order. Additionally, an estimated delivery date is provided as a part of the order summary sent to the email address on file once an order is placed. Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dates. Rather, the estimated delivery date is set by the individual seller of the selected tickets and is dependent upon a number of factors, including when the tickets are released by the primary issuer, with which Vivid Seats has no affiliation.
  

  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: 04/25/2025

   
  Complaint: 23200954
  
  I am rejecting this response because: i know for a fact that their 3rd party does not have the tickets we picked out because someone we know personally purchased the tickets. They have access to the 3rd party and have yet proven that they have the tickets for us. Meaning the tickets my sister purchased and I sent as proof is valid and they do not have nothing to provide to me for what I paid for. At this point, Vivid should explain to the 3rd party who "has the tickets" to show proof of them. Which they can't because someone else has the tickets which is my sister. Why can't they explain why my sister have legit tickets for the same exact seats I purchased from them ? But no one showing proof of their tickets from Vivid. Show the tickets and prove they are not counterfeit. 

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

  

  Business Response

  Date: 05/05/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. 
  

  As previously stated, once our customer selected the listing they were interested in, they were presented with the section, row, and total price per ticket. Our customer was not provided with the seat numbers during their ticket selection or during the checkout process. Then, our customer was prompted to click on the Continue button, where they were taken to the checkout page. Here, the event details were reiterated and the customer was required to input their payment method, billing address, contact information and to either accept or decline insurance. The customer could scroll to the bottom of this same page to view the rewards they would be earning with the purchase, along with the total (inclusive of fees), $1,187.16. 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. Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence.
  

  In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed. 
  

  Regards, 
  Vivid Seats

• Initial Complaint

  Date:04/12/2025

  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.

  Hello My son and I were comparing prices to purchase tickets to a sporting event. ************************ does not allow transparency into the fees when you are viewing through a mobile phone. In this particular instance, this was an iPhone. I immediately contacted support. Support advised me that I was incorrect and that a full breakdown was provided. A screen print was taken prior. I realize and appreciate that. The only option says place order however transparency, showing full totals is always provided before an actual order is placed. While I understand as an adult that clicking a place order button is binding this order was submitted by my son again while we were comparing prices. When he sent me the screen print, I asked him what is the full total and thats when the order went through because the only option All websites show transparency in the fees. My son expected a review screen, and there was no such thing. I contacted support immediately and they insisted that we were made aware of the prior to purchasing. On the screen:Base value of the tickets Payment method Billing address Delivery method Contact details Code The only option on this screen is the purchase button. There is no review showing all of the fees. This is predatory. There is no transparency. The only option he had was place order. I am including a screen print showing the final screen, which does not provide any transparency. This is highly predatory. We feel very taken advantage of.

  

  Business Response

  Date: 04/23/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.     
  
  
  Vivid Seats facilitates thousands of successful 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 $341.06 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 $341.06. 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 our customer receives their tickets in a timely fashion, 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: 04/23/2025

   
  Complaint: 23196315
  
  I am rejecting this response because: as stated originally, no breakdown was provided further. I also provided a screen print, reflecting, as such again this will transaction was attempted through Safari on an iPhone. No transparency in the fees were provided until after the order was placed. Kindly refer to my screen print. Once again, the check out experience is very different from online from a computer compared to the mobile website. I advised this multiple times and your agent insisted that they attempted to place an order and they were able to see the breakdown. That was not the case what I made this purchase.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/05/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification. Although our customer claims that the pricing or our "all sales final" policy was not clearly disclosed during checkout, 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 (not shown in the customer's screenshot). Once all the necessary information is input, the customer is able to select the drop down to view the itemized breakdown prior to placing their order via our app. At this time, we continue to consider this matter closed. 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 Seats 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23196315
  
  I am rejecting this response because: as stated in my previous communication, this transaction was completed on an iPhone via Safari. The companies response refers to an app. An app was not leveraged, and once again the screen print that I provided is the only data that is shown prior to placing order. Therefore, there was no transparency.

  I would like the Business to provide a sample of the final screen where it says place order that shows the transparency. As this is exactly what I have provided, which disproves their statements.

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