Complaints

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

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  Vivid Seats LLC

  24 E Washington Suite 900 Chicago, IL 60602

  
• 

  Fanxchange Ltd

  101 - 30 Duncan St Toronto, ON M5V 2C3

• 

  Fanxchange Ltd

  602 - 30 Duncan St Toronto, ON M5V 2C3

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

• Initial Complaint

  Date:05/23/2025

  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.

  Dear Vivid Seats Customer Service,I am writing to express my extreme dissatisfaction with the service I have received regarding a recent ticket purchase. My experience has been plagued by a severe lack of information and an unacceptable level of customer service.Since purchasing the tickets, I have repeatedly attempted to get clarification on several key details, but each time I call, I am placed on hold, often for extended periods. To date, I estimate I have been put on hold over 100 times, with little to no resolution of my inquiries. This is not only frustrating but also a significant waste of my time. The lack of clear, accessible information and the inability to speak with a knowledgeable customer service representative have made this an incredibly stressful experience. I expect a much higher standard of service, especially when dealing with time-sensitive matters such as event tickets.

  

  Business Response

  Date: 05/27/2025

  Thank you for reaching out to us. At Vivid Seats, we appreciate any opportunity to address customers concerns. However, upon further review it appears the information provided with this claim does not pertain to any order placed on our site. As such, we are unable to provide assistance at this time. We encourage the complainant to review any correspondence they had with the company as well as their financial statement to ensure they contact the correct entity in relation to their concerns. If they maintain that the order was placed with our company, we encourage them to provide a valid order number or contact our customer service department directly for further assistance. Until then, we consider this matter closed.
  

  Regards,
  Vivid Seats

• Initial Complaint

  Date:05/21/2025

  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 ordered tickets in a certain section of ********. I was delivered two, barely before the game started, in a different section. I had to download three apps and provide two email addresses to make this interaction occur. I purchased the tickets for that section to be the same as my daughters field trip class. A single ticket, what was needed, was unavailable so I purchased the only ones I saw for section 132. That was my choice. The tickets that were eventually delivered were in a different section. Per the terms of the sale, they reserve the right to alter the tickets if they subjectively feel they are an improvement. I was not able to subjectively offer whether I thought they were an improvement. I could have bought a single ticket to section 130, as those were showing as available at the time of my purchase. I ordered the two in 132 so they would be in the same as my daughters field trip. I did not subjectively feel that 130 was an upgrade. Objectively, it was not. I requested a refund several times. First for the delay, as a different ticket had to be purchased at the gate to get in anyway, and second because I would not have purchased tickets in section 130. I was told no refund or alternative would be provided.

  

  Business Response

  Date: 05/29/2025

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

  Once our customer selected the listing they were interested in for *************** at ******************, they were presented with the section, row, and total price per ticket. Once the customer selected the tickets they were interested in purchasing, they were taken to a page that provided a detailed order summary that included the price per ticket, quantity, delivery, and event information; the summary also disclosed any applicable listing notes. Then, our customer was prompted to click on the Continue button, where they were taken to the checkout page. Here, the event details were reiterated and the customer was required to input their payment method, billing address, contact information and to either accept or decline insurance. The customer could scroll to the bottom of this same page to view the rewards they would be earning with the purchase, along with the total (inclusive of fees), $115.70. 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.
  

  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

• Initial Complaint

  Date:05/21/2025

  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.

  Im filing this complaint against vivid seats because they allowed a seller on their website to falsely advertise general admission balcony tickets when I received general admission floor tickets. I called the vivid seats on the day I purchased the tickets to confirm that the tickets I purchased was balcony because the confirmation showed General Admission with nothing else behind those words. I was affirmed with the agent on March 3rd at 3:33pm the tickets I received was balcony. Its is a recorded line and vivid should have the recording. I also called May 6th at 5:42 I had a 17min conversation regarding my tickets and on that day as well the agent I spoke to stated these are balcony tickets and if I could send the screenshot I would showing your tickets are balcony. At that point I had the tickets on ticket masters site and Im reading floor and asked her again because this says floor and this isnt what I purchased. The agent reiterated that the tickets are balcony and if you have an issue call at the location and the day of the show. Unfortunately, when I arrived at the show I saw told by security that those tickets are floor and the ticketing agent at the location that balcony is only for the talents people. I didnt use the tickets for the reason I didnt get what I paid for. I just want my money back because I didnt get what I paid for and was advertised. Vivid seats company is allowing scalpers to sell false tickets on their website and to be used to protect those people and profit off those sales. Below are screenshots of my calls with times and the picture of my purchase that shows general admission with no notation of what kind of tickets floor or balcony.

  

  Business Response

  Date: 05/29/2025

  Thank you for responding to us. We appreciate the opportunity to provide updates regarding our customer's order. We have been in contact with our customer via email  and offered an amicable resolution. As such, we consider this matter closed. If our customer has further questions regarding their refund, we encourage them to contact their financial institution. 
  
   
  
  Regards,  
  Vivid Seats

• Initial Complaint

  Date:05/20/2025

  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.

  On February 24, 2025, I paid Vivid $592.82 for two tickets to bring my daughter to a SZA/******** ***** concert on May 12 at ************************. An email with the barcode never arrived. I spent 45 minutes on the phone with vivid customer service on the night of the concert and never got the tickets. I was told by the ticket office at the venue that they had several people who also did not receive their tickets from Vivid that night. Subsequently I have been on three separate chats with their customer service to no avail. They keep telling me they are looking into it. I am requesting a full refund as they never delivered what I paid for.

  

  Business Response

  Date: 05/30/2025

  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. 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.
  
  After receiving Mr. ************* claim, our investigations team looked to identify what may have prevented the ticket transfer from going through. As this investigation process requires collecting information from multiple parties, the investigation timeline may vary depending on the circumstances. As of May 30th, 2025, full compensation has been issued to Mr. ************* form of payment.
  
  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:05/20/2025

  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.

  Listed tickets on their site to sell. When the tickets got cancelled from my original purchase with ***, i tried to cancel this listing. There is nowhere on the listing/ account that will allow you to cancel. Emails have a link that never works, still prohibiting you from canceling the listing. I called to cancel the listing, and thought it was taken care of. Then , received two charges - $1098.00and $380.95 No explanation of how they come to this fee , and said it was bc I never sent the tickets . They are uncooperative to work with, and avoid cancellation of a listing just so they can charge you . I even chatted in and the representative told me to make a fraud claim

  

  Business Response

  Date: 05/29/2025

  Thank you for reaching out to us in reference to the concerns of our fan seller. 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.
  

  Our fan seller confirmed the order for Sand in my Boots - 3 Day Pass on 3/4/25 at 6:56 PM CST agreeing to our Seller Terms. We attempted to reach out to our fan seller on 5/12/25 at 10:22 AM CST regarding delivery of the tickets to the buyer, however the fan seller was not available. We attempted to reach out again to the fan seller on 5/12/25 at 4:47 PM CST, once again the fan seller was unavailable. At this point the delivery date was not met and per our Seller Terms A Seller must provide the buyer with the exact ticket(s) listed for sale, on or before the delivery date, and by the delivery method, contained in the listing. As our fan seller was unable to provide the tickets to our buyer, they were liable for the costs incurred to resolve the matter with our buyer. As Vivid Seats acted in accordance with the Seller Terms, we consider this matter closed. If our fan seller has further questions, we encourage them to contact our seller services team.
  

  Regards,
  Vivid Seats

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets (paid approximately $274 )from Vivid Seats on 3/19/2025 for The Sphere in ********* on 6/17/2025. I was given tickets by Ticket Master for 5/20/2025. I contacted Vivid Seats and spoke to **** who told me that they could not refund my ticket or correct the date for the event. I was NEVER instructed by the Viviv Seat site that they were a reseller!! Vivid Seat said that I could resell the tickets. When I went into the Ticketmaster site, I received the message that this ticket could not be resold!!! I explained this to Vivid Seats and they insisted that there was nothing else they could do as they were nearly a reseller. It is sad to see that they maintain an "A" rating with BBB knowing that I am not the only one this has happened to!!!!! They should have an "F" rating for Fraud!!!!!

  

  Business Response

  Date: 05/29/2025

  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 The Sphere Experience - Postcard from Earth, they were presented with the section and row, total price per ticket and quantity, delivery, and event information. In this case our customer chose a listing for the 5/20/25 show which was displayed on screen throughout the entire checkout process. 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 $276.10 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 $276.10. 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.
  

  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. It should be noted that our website and purchase process are completely user driven. As such, ********************** cannot alter the selections a buyer makes during the checkout process. 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: 05/30/2025

   
  Complaint: 23352649
  
  I am rejecting this response because: This was actually incorrect! I entered the correct date on the site and once the ticket was issued by Ticketmaster, the date changed to the event ticket being issued for the following date, which TOTALLY unreasonable!

  I find it appalling that Vivid seats was totally unwilling to correct the problem by issuing a ticket with the correct date. Which is the only thing that I was trying to accomplish and a task that I feel was a reasonable task. This is the worst Customer Experience that I have ever experienced!!! This was a "bait and switch" tactic that should NEVER be allowed by any credible establishment, not to mention the legality of this issue. I would expect BBB would see this practice as fraudulent and that Vivivid Seats be reported to the **************************** for investigation as I am sure I am not the only one this has occurred to.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 06/04/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. As previously stated, Vivid Seats cannot alter the selections a buyer makes during the checkout process. The customer's order confirmation reflects the event and listing they selected when completing their order. Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence. If our customer has additional concerns outside of the scope of this specific complaint, we encourage them to contact our customer care team directly so that they may be addressed. As such, we will continue to consider this matter closed.
  

  Regards,
  Vivid Seats

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23352649
  
  I am rejecting this response because: I feel this a not good customer service and I feel that this company has used a "Bait and Switch" Practice which is unlawful.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/15/2025

  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.

  At the beginning of May I purchased two tickets for the May 14 2025 *** playoff game ** ****** and **************. I was conscientious in selecting seats near the ****** bench. The view that was shown online was much different then the actual seat view at the *****************. The cost of the transaction was $1800 that included additional fees and taxes. The actual seats were a whole section above the original view online. I am requesting financial compensation for the false advertisement.

  

  Business Response

  Date: 05/28/2025

  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. 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.
  
  On May 2nd, 2025, Ms. ******* ordered tickets for their *************** at ************** event. The inventory selected was located in the Loge Level 3 section, Row 24. This information follows the customer throughout the purchasing process and is displayed prior to completing the purchase. This information is also reflected on the order summary received after the purchase is made. On May 16th, 2025, Ms. ******* contacted our customer care team claiming that they received incorrect tickets. After receiving pictures from Ms. ******* of the tickets that were in her account, it was confirmed that the section, row, and seat numbers match those that were in the listing selected at the time of purchase.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 
  
  Regards, 
  Vivid Seats

• Initial Complaint

  Date:05/15/2025

  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.

  Purchased tickets (section 228, row 18) and was delivered different tickets in a different row. Was refused a refund to cancel the transaction. Vivid Seats considered it an upgrade even though it was not what I purchased and was not a better set of seats. Principle is that if given seats are listed I should receive those seats, and if different seats are delivered, it should be at my discretion whether to accept the substitution. Vivid Seats promises identical, comparable, or better seats. It did not deliver that.

  

  Business Response

  Date: 05/23/2025

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

• Initial Complaint

  Date:05/15/2025

  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.

  The screen ticket price on ************************ for the ***************** vs. ************* game prior to me clicking CHECKOUT was $572 CAD per ticket. I then clicked CHECKOUT and doing that brought me to a screen to set up an account. Once I did this it brought me to the same screen that I was originally on, but I noticed that the price was cheaper than the previous screen, same section ( #***) but the tickets were for row 60 instead of 61. This screen did not specify the currency, but was a price very close to the original price (now $517.06) and the seats were nearly identical, so I assumed it was in Canadian dollars (as it said on the previous screen).I called Customer Support right after purchasing the tickets to confirm that the price was in Canadian dollars and they told me that the price was in UDS and there was nothing they could do. I searched online and other customers have reported the same type of misleading event happening to them from Vivid Seats. This is clearly a case of deceptive business practices that should be covered under the ************************ Rules. I have researched online and this type of deception is considered illegal. Vivid Seats cannot be allowed to continue to operate in this manner. I am requesting to be charged the original amount of $517.06 x 2= $1034.12 in Canadian dollars for the tickets, as this was the amount that I assumed I would be paying (instead of $1205.43 USD). I am also requesting that the website changes its practices of misleading customers like that.

  

  Business Response

  Date: 05/23/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.       
  
  
   Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for *** *******, they were presented with the section ,row, and total price per ticket. Once the customer selected the tickets they were interested in purchasing, they were taken to a page that provided a detailed order summary that included the price per ticket, quantity, delivery, and event information; the summary also disclosed any applicable listing notes. Then, our customer was prompted to click on the Continue button, where they were taken to the checkout page. Here, the event details were reiterated and the customer was required to input their payment method, billing address, contact information and to either accept or decline insurance. The customer could scroll to the bottom of this same page to view the rewards they would be earning with the purchase, along with the total (inclusive of fees), $650.42. Please note that an itemized breakdown can be seen by tapping the order total displayed. Just beneath the order total, our customer was presented with the message: "By placing order, you agree to our sales terms and Rewards Program terms. All sales are final and are in USD. 
  
  
    
  
  
  As a secondary marketplace, Vivid Seats is not affiliated with the artist/event or venue  and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, Prices set by sellers, may be over face-value. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.       
  
  
    
  
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. We maintain that  all order details in question were accessibly and visibly displayed on our app 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: 05/27/2025

   
  Complaint: 23334739
  
  I am rejecting this response because I did not buy *** ******* tickets as they mentioned in their response. I bought tickets for the ***************** versus the ************** 
  The fact that they thought my complaint was for *** ******* tickets outlines other cases that are likely being disputed by them similar to mine. 
  There have been several class action lawsuits against Vivid Seats regarding dishonest business practices similar to the ones I have outlined in my claim.  I will be seeking legal council to start another class action lawsuit if my case is not rectified. Here are some other recent examples 

  U.S. Class Actions on Hidden Fees and Bait-and-Switch Practices
  
  While these cases are U.S.-based, they highlight similar concerns regarding Vivid Seats pricing transparency:
  
  ******* *. Vivid Seats LLC (**********):
  
  Filed: May 27, 2022
  Allegations: Vivid Seats allegedly employed a bait-and-switch pricing scheme by advertising artificially low ticket prices and revealing additional fees only at checkout.  
  
  ********** v. Vivid Seats **** (********):
  
  Filed: February 25, 2024
  Allegations: Vivid Seats allegedly violated New York law by failing to disclose mandatory fees in the initial ticket price display, only revealing them after the customer selected a ticket

  
  ********************** American Currency Charges Class Action (******)
  
  Case Number: *****************
  Filed: November 16, 2017
  Allegations: Vivid Seats allegedly failed to disclose that ticket prices were listed in U.S. dollars, leading Quebec consumers to unknowingly pay approximately 30% more due to currency conversion.
  Legal Basis: Violation of Quebecs Consumer Protection Act, specifically sections 54.4(h), 219, 224(c), and 228.
  Settlement Details:
  
  Total settlement amount: CAD $530,250.
  Eligible class members could receive up to 30% reimbursement of their ticket order.
  Reimbursements were distributed via Interac e-Transfer on March 23, 2024.
  
  
  Class Definition: All consumers under Quebecs Consumer Protection Act who purchased tickets from Vivid Seats website between November 16, 2014, and December 29, 2017, or via the mobile app between November 16, 2014, and January 15, 2018.  
  
  
  Multi-Platform Hidden Fees and Overcharging Class Action (******)
  
  Case Number: *****************
  Filed: February 2017
  Defendants: Vivid Seats, StubHub, TicketNetwork, SeatGeek, and FanXchange
  Allegations: The defendants allegedly charged higher prices than advertised by adding hidden fees after the initial price display and sold tickets above face value, violating Quebecs Consumer Protection Act.
  Settlement Details:
  
  Total settlement amount: CAD $3 million.
  Eligible class members received a CAD $24.29 credit applicable to future ticket purchases.
  Defendants agreed to change their business practices to display all-in pricing (inclusive of service fees) upfront for Quebec consumers.
  
  
  Class Definition: Quebec residents who purchased tickets from the defendants platforms between August 28, 2012, and the respective dates when each defendant changed their pricing practices.  
  
  I am requesting to be charged the ticket prices that I bought in Canadian Dollars as outlined in my original complaint.

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

  

  Business Response

  Date: 06/04/2025

  Thank you for responding. Please note that our customer is correct, they did purchase tickets for ************* at ************************** 9/7/25 , we apologize for the misinformation. Nevertheless, our statements regarding our check out process and that we have an all sales are final policy remain a true. Additionally, we assure our customer will receive their tickets in time for their event, aligning with our terms. 
  
  
  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 on our app 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: 06/07/2025

   
  Complaint: 23334739
  
  I am rejecting this response because: Vivid Seats business practices are illegal, as previously mentioned in my past responses and multiple Class-Action lawsuits against them for this illegal business practices. Prices of tickets cannot be listed in Canadian Dollars and then charged in USD when checking out without an indication that they are being charged in USD. I am again requesting to be reimbursed whatever extra money that I was charged so that I am paying the amount listed in Canadian funds. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/23/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.    
  
  
  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each dayand each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their eventand that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.    
  
  
  In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matter. If the customer's claim is substantiated, our 100% Money Back Guarantee ensures that the customer will receive a full refund for their order. At this time we have been in contact with our customer and reached an amicable resolution. We currently consider this matter closed.    
  
  
   
  Regards,  
  Vivid Seats