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:07/19/2025

  Type:Service or Repair 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.

  I bought tickets to ****** for ******. Vivid seats sent me a link to my email. The link took me to ticketmaster and ticket master made me download the live Nation app. None of these have the tickets I paid for. When contacting vivid seats, the said they do not have access to help me. That there was nothing they could do to help or refund my money. They list 100% guarantee on their site. This is not true. They took my money and have no tickets. Please help me get my money or the tickets.

  

  Business Response

  Date: 07/30/2025

  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.
  
  Vivid Seats facilitates thousands of successful ticket transfers each day with satisfied customers, so we are confident of the efficacy of our processes. In this case, tickets for our customer's event were transferred electronically through a third-party platform to the email address associated with their order. If customers encounter any issues with accessing their tickets through the ticket transfer link, we always welcome them to contact our care team for troubleshooting. Prior to receiving this claim we have spoken with our customer and attempted to troubleshoot their concern. Please note that any request to retransfer the tickets cannot be guaranteed as the order was considered appropriately fulfilled when the tickets were originally transferred on 7/15/25.
  
   While we understand and regret that the customer may have experienced issues locating or accessing their transferred tickets, Vivid Seats is not associated with the third-party platform through which the tickets are sent. As such, the issues experienced by the customer were outside the control of **********************. As it presently stands, the customer's order does not qualify for compensation and we consider this matter closed. We appreciate the customer's understanding throughout the matter, and if they have any further questions regarding their order, we encourage them to contact our customer care team.
  
  Regards, 
  Vivid Seats

  Customer Answer

  Date: 07/31/2025

   
  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:07/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Vivid Seats LLC Order Number: ******** Event Date: July 26, 2025 Event: **** ******** Band Freedom Mortgage ******************************:Vivid Seats misrepresented tickets advertised as BOX premium seats. The term BOX reasonably implies a private or premium box experience, which is standard industry terminology. The listing failed to disclose that these were shared standard seats, comparable to regular reserved seating.I paid nearly $2,000 based on this misleading description. Other platforms list these same seats as standard reserved seating, not BOX.I attempted multiple times to resolve this directly with Vivid Seats. On one day alone, I spoke with five different agents, all assuring me the matter was under review and that I would be contacted about a refund. No case ID, ticket ID, or email confirmation was ever provided.I specifically asked multiple agents to escalate this issue immediately because I have non-refundable train tickets, hotel bookings, and ferry tickets tied to this event and need to secure replacement tickets if Vivid Seats will not correct the misrepresentation. Despite this, I received no escalation or timely response.Only after my fifth follow-up was I told the issue had been responded to, but no one addressed my refund requestthey merely confirmed the seats were shared.This is a clear case of misleading advertising and misrepresentation, violating Vivid Seats own Buyer Guarantee and basic consumer protection standards.Resolution Requested:1.Full refund for the misrepresented tickets, or ******** of equal value if a refund is not possible.I have full chat transcripts documenting Vivid Seats admissions and my repeated good-faith attempts to resolve this issue.

  

  Business Response

  Date: 07/30/2025

  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 2/26/25 and their event took place on 7/26/25. Please note that our Buyer's Guarantee states that our customers received their tickets in time for their event. Our records show that the tickets were transferred  to the email address on file on 6/27/25. We have documentation provided by the original seller confirming the tickets our customer purchased were the correct tickets they were sent. 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 receives their tickets in a timely fashion, as such we consider this matter resolved. It should be noted that we have not heard back from our customer after their event took place. 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: 08/01/2025

   
  Better Business Bureau:
  
  I would like to apologize to Vivid Seats. When we got to the concert, the seats exceeded our expectations tremendously. 

  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:07/16/2025

  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.

  In October 2024 I purchased 4 Cold Play tickets for my son for a Birthday Celebration! I was given a confirmation of the section and row. When we tried to check in they told us there werent any tickets in our name, We went to 2 ticket booths. We also paid $ 400 for an air bnb. Also, all 4 of us had to take 2 days off of work this totaling $1600. I am so upset that I could not make my sons Birthday special. He was also going to propose to his girlfriend! How can people be so mean and scam us.

  

  Business Response

  Date: 07/24/2025

  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. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process.  
  

  Once our customer selected the listing they were interested in for ********, 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 $1,991.84 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 $1,991.84. 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. Prior to receiving this claim we concluded an investigation surrounding our customer's claim, and it should be noted tickets were transferred electronically through a third-party platform to the email address entered by our customer at the time of purchase and contained a link the customer should follow to accept their tickets. 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:07/16/2025

  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.

  I purchased ***** tickets from VividSeats with a guaranteed delivery by July 15, 2025. Today is July 16 the day of the event and I still have no tickets.I contacted VividSeats support yesterday and was promised the tickets would be delivered on time. That was FALSE. I traveled internationally for this show, and this failure is unacceptable.Your office opens at 08:00 CST. I am giving ONE HOUR after opening until 09:00 CST (16:00 Madrid time) to deliver my tickets. If this deadline is not met, I will:- Purchase replacement tickets at any price to attend the event - Demand immediate refund of the original order - Hold VividSeats responsible for all additional costs (replacement tickets, price difference, travel, and accommodation expenses)If this is not resolved immediately, I will escalate to legal action and dispute the charge with my credit card for breach of agreement.

  

  Business Response

  Date: 07/24/2025

  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. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process.  
  

  Once our customer selected the listing they were interested in for *****, 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 $521.44 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 $521.44. 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.
  

  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 when the tickets are released by the primary issuer, with which Vivid Seats has no affiliation. It should also be noted, tickets for our customer's event were transferred to the email address they provided during checkout on 7/16/25 at 8:30 AM CST. We would like to note that the tickets were downloaded by our customer prior to their event. Since valid tickets were provided to the customer prior to their event their order was fulfilled in accordance with our 100% Guarantee and as such their order does not qualify for compensation. 
  

  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:07/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/27/25 Attempted to purchase a parking pass for a concert at ************* on Thurs 7/1/25.Chose and paid $62.06 for a parking pass from vividseats.com.4/28/25 However the seller did not deliver the CORRECT parking pass location.4/28/25 When I questioned the error to ************************ customer service, the seller canceled (4/29/25) the parking pass prior to the concert. 4/29/25 - 5/1/25 Sought help from ************************, who did not return my money nor give me another option.Summary: I believe that I am entitled to a full refund because the merchant did in fact violate the terms and conditions of the sale by not delivering a product (parking pass) and ************************ did not meet their guarantee of the order being accurate (wrong location).

  

  Business Response

  Date: 07/25/2025

  Vivid Seats has initiated a full refund for this order. We are pleased to have reached an amicable resolution and, at this time, consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 

  
  Regards, 
  Vivid Seats

  
  

  Customer Answer

  Date: 07/30/2025

   
  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:07/11/2025

  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 placed an order with Vivid Seats on Saturday, July 5, 2025 for 2 tickets to ****** Scherziner concert at *************, Row L seated together for October 8, 2025 concert.I received an email stating I should download the app for the tickets (see pic attached) When I went opened the app and clicked on tickets, it said they would be sent via *** on October 7, 2025. That is one day before the concert. I was expecting electronic delivery and the tickets would be in the app like all other tickets purchased. ***** told me that the tickets were not electronic at time of purchase. I chatted with them and called them and they are stating that the "industry standard waiting time" is why I can't have my tickets. This is bad business.. I paid for those tickets on my **** and want my tickets to be sent to me. Are these tickets legit? I am very worried as I cannot wait until October 7th for them to send ***.. what if *** doesnt deliver my tickets until 7pm? How will I get to the concert? How is this possible and good business to let them keep my paid for tickets that long? I believe this is a scam and that the seller does not have these tickets..I have never had to wait to get paper tickets. It was not stated on the website that these were note instant download/electronic. I asked Vivid to have seller send my tickets out today and they said no because of an Industry waiting period.. which I never heard of. Please help me get my tickets. Thank you.

  

  Business Response

  Date: 07/22/2025

  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. Above the "Place Order" button, our customer's order total of $776.51 was displayed in large bold text. Just beneath 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. 
  
  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 

• Initial Complaint

  Date:07/09/2025

  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 two tickets for Coldplays June 10 concert in ****** through Vivid Seats. The tickets clearly stated the event would begin at 6:30 PM. However, the main performance did not begin until after 9:15 PM.Due to a scheduled flight, I had to leave and was unable to see a single song. I contacted Vivid Seats, but they denied a refund, saying the event wasnt canceled. While I understand the event occurred, the critical service I paid for the advertised performance was inaccessible due to inaccurate timing information.This was a once-in-a-lifetime opportunity, and I was left deeply disappointed. Im requesting a refund or a store credit for future events. Ive attached documents to support my claim, including the ticket, flight schedule, and email exchanges with Vivid Seats.Despite multiple attempts to resolve this issue, Vivid Seats refused both a refund and store credit, implying that the situation was my own fault for leaving. They showed no willingness to compromise or acknowledge any responsibility, which I find unacceptable given the circumstances.I am requesting a full refund of $758.68. I no longer wish to accept store credit or any other form of compensation. The service I paid for was never delivered, and I believe a refund is the only fair resolution.

  

  Business Response

  Date: 07/21/2025

  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 does not have a direct relationship with any event, venue, or artist. We have no say in the event production or run of show. It should be noted that it is an industry standard for large events such as concerts to take place over the course of multiple hours. To be clear, the time at which the main act takes the stage for any event is well outside the purview of Vivid Seats. While we understand the customer had time restrictions for their evening, this concern is not relevant to any breach of terms and is not covered under Buyer Guarantee. 
  
  In addition to this claim, our customer filed a dispute with their credit card company regarding this order. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. At this time, no resolution may be offered for this matter and we consider the claim to be closed. 
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23578846
  
  I am rejecting this response because:
  I understand they are a secondary marketplace, but my issue is about the misleading event time.
  My ticket clearly stated a 6:30 PM showtime, but the main act didnt start until after 9:15 PM.

  
  Because of this, I left without seeing a single song.
  If I had known the actual timing, I would have changed my travel plans.
  
  I believe Vivid Seats should take some responsibility for the inaccurate information provided at the time of purchase.

  
  Sincerely,
  
  Dakyung Huh

  

  Business Response

  Date: 07/29/2025

  Thank you for responding. We appreciate the opportunity to further address our customer's concerns. As previously stated, Vivid Seats is merely a ticket marketplace and we are not affiliated with the event or venue. We take no part in the event production nor do we have any say in the timeline of any event. We'd like to furthermore note that the primary market, Empower Field, listed this event as having a starting time of 6:00pm MDT. While our customer may not have been aware that the event would take place over multiple hours, we would again like to note that not only is this an industry-wide standard, it is also well outside our purview to mitigate or resolve. As it stands we have honored all terms agreed by our customer at the time of purchase and consider the matter closed. 
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23578846
  
  I am rejecting this response because:

  I still believe the service failed to deliver what was reasonably expected.
  
  The event page listed 6:00PM as the start time, but there was no clear disclosure that the main act ********** would not appear until well after 9:00PM. This is not common knowledge for all consumers, especially for those who are traveling or new to attending such events.
  
  Just because it is an "industry standard" does not remove your responsibility to provide clear and essential information. As with warning labels on hot drinks, the burden of communication falls on the company, not on the consumer to guess.
  
  I made all travel and scheduling plans based on the advertised start time and missed the main performance entirely. This was a material misrepresentation, and I respectfully request a partial or full refund based on this lack of transparency.

   

  
  
  The event page listed 6:00PM as the start time, and there was no mention that the headliner ********** would not take the stage until well past 9:00PM. This information is crucial for customers when booking travel or arranging schedules.
  
  
  I planned everything based on the listed time and ended up missing the main act entirely. I do not believe this is consistent with transparent business practice or fair customer treatment.
  
  
  I respectfully request a partial or full refund for this misrepresented timeline.
  
  
  Sincerely,
  
  Dakyung Huh

• Initial Complaint

  Date:07/09/2025

  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 May 5, 2025, I purchased two tickets for the *****, The Creator concert on July 5, 2025 through Vivid Seats, totaling $451.14. The tickets were for Section 207, Row 7, Seats 7 and 8 at *********************** in ************. The listing did not mention any obstructed view or limitations.Upon arriving at the concert, it was immediately clear that the seats had a significant and undisclosed obstruction. A large lighting and sound rig blocked the majority of the stage, including the performer and main screen. I took photos that clearly document the obstruction and submitted them to Vivid Seats as requested.On July 8, 2025, Vivid Seats responded and denied my request for a refund, stating that since the venue or seller did not classify the seats as obstructed, they did not consider it a violation of their terms. However, their Buyer Guarantee promises tickets that match the listing and event experience, and my seats clearly did not match the expectations set by the listing. Whether or not the venue labeled them as obstructed, the view was materially compromised, and that should have been disclosed.I am requesting a full refund of the $451.14 paid for misrepresented seats, as the product did not match its description and materially failed to provide the event experience I paid for.

  

  Business Response

  Date: 07/17/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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. 
  
  In this case, on 5/4/2025 our customer completed a purchased for two tickets to a ***** the Creator at the ***********************. We understand that our customer has since reported that their ********************** were in a location with an obstructed view. We would like to note that all listings on our site are required to disclose any seat restrictions such as partial or obstructed views. Please also note that as a secondary marketplace Vivid Seats is not affiliated with any box office or venue, and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Tickets on our site are listed by sellers who have purchased tickets from the venue or other marketplace and who must describe the seats as deemed sale worthy by the venue.
  
  Since the listing our customer purchased did not contain any listing disclosure an investigation was opened to review our customer's claim. At the conclusion of this investigation, based on evidence from the venue, we were definitively able to conclude that our customer's tickets were not considered Obstructed View by the event and that there was no error on the part of our seller. As it stands, we are unable to offer compensation to our customer as their ticket were listed correctly and they were sent in a timely fashion, which aligns with our terms and conditions. As such, we consider this matter resolved. If our customer has further questions, we encourage them to contact our customer service team for assistance.  
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23576659
  
  I am rejecting this response because:

  I am rejecting this response because it does not address the core issue of my complaint: the tickets I purchased were materially misrepresented. The listing did not discloseany obstructed view, yet when I arrived at the event, there was a large lighting and sound rig directly blocking the majority of the stage and screen from my seats (Section 207, Row 7, Seats 7 and 8 at ***********************).
  I submitted clear photographic evidence to Vivid Seats, yet they continue to deflect responsibility, stating that the venue did not classify the seats as obstructed. However, their own Buyer Guarantee promises tickets that match the listing, and in this case, that promise was not upheld. Whether the venue officially labeled the seats as obstructed is irrelevant  what matters is that my view was significantly blocked and that was never disclosed at purchase.
  I attempted to resolve this directly and through the BBB process, but Vivid Seats has not offered any refund or reasonable solution. I will now be pursuing a chargeback through my credit card provider.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/24/2025

  Thank you for responding. We appreciate the opportunity to further address our customer's concerns and clarify our policies. As previously stated, Vivid Seats operates as a secondary marketplace and therefore is not affiliated with the event or venue. We take no part in the determination of seat classifications for any event. Despite our customer's assertion, we maintain that this information is pertinent, as neither Vivid Seats nor the seller may be expected to list a ticket as an obstructed view if the event itself did not determine it to be such. As noted in our initial response, we have confirmed this information with primary ticket provider. Based on this information the seller would therefore not be required to label the tickets as obstructed and the tickets were accordingly accurate to the selected listing. While we understand our customer is unsatisfied with the conclusion of this matter, nothing further may be offered for their claim. We appreciate the customer's understanding throughout the matter and again consider this closed.    
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 07/27/2025

   
  Complaint: 23576659
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets for an event that I was not near with location services on. There were two similar events happening at the same time. I was looking for 2 tickets for EMO NITE in ******* on Friday of May 2nd, 2025. The actual date of the event was for May 3rd, 2025. The first listing seemed correct and I purchased the ticket that way. However, in the same hour, I realized I made a mistake and purchased for the event in ***************. I was trying to find the one in ******* which was being held the same day and time. (PST to EST)I called their support hotline and they flat out refused to help me with my problem and refused to refund the tickets despite calling shortly after making the mistake. I feel that the situation was a man made problem from the beginning considering I had freshly made the purchase. Another issue I had was that the wrong event was prioritized over my real location despite location services being enabled which increased the chance for human error.

  

  Business Response

  Date: 07/11/2025

  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 The Emo Night Tour with the venue and city disclosed, 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), $186.22. 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.

  
  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:07/09/2025

  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 May 24, 2025, I purchased a parking ticket from Vivid Seats, but it did not work at the gate. I had to purchase another parking ticket directly from the Sox Stadium to enter.. I attempted to resolve this issue with the company, but they chose not to address my concerns as a customer. Therefore, I would like to request a full refund of $64.62.

  

  Business Response

  Date: 07/17/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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 have been unable to substantiate the customer's claim. At the closure of the investigation we thoroughly discussed this matter with our customer to address their concern. However, we have now extended our customer a one-time courtesy resolution in the interest of customer service. We are pleased to have provided an amicable resolution and, at this time, consider this matter resolved.
   
  Regards, 
  Vivid Seats