Complaints

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

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  Vivid Seats LLC

  24 E Washington Suite 900 Chicago, IL 60602

  
• 

  Fanxchange Ltd

  602 - 30 Duncan St Toronto, ON M5V 2C3

• 

  Fanxchange Ltd

  101 - 30 Duncan St Toronto, ON M5V 2C3

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

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 28, 2025 and the amount was $125.I have used Vivid Seats several times and never had an issue until this last weekend. I had purchased 2 parking passes for an event over an hour from home. Vivid Seats called me as I was trying to get ready to leave because they needed our plate #s to pass along to the lot but the person who called couldnt help me with that. I was told to get online to complete it. Went online but couldnt even find where to input the info. I called back a couple of times and couldnt get a real person. I used their live chat and on the 3rd attempt got someone. Gave the plate info then a vivid seats box popped up that I couldnt close or use the screen. I could see the agents comments but that was it. Closed it and started a new chat where the agent asked a question and then immediately ended our chat. I gave up and left for the event only to get to ******** and find we were given 2 different addresses for parking. I called vivid seats to verify the address and try again to confirm plate #s. Was put on hold over and over, the person helping me was horribly rude and I was on the phone for so long with them that I was late for my event. I finally gave up and paid at the lot to park only to have the agent come back on the line and yell at me for wasting his time. Are you kidding me? I basically threw away $125 and was treated awful. I contacted them the next day about a refund which they declined. I have emailed with them for days and they wont even listen to me. Never acknowledged their wrongdoing or even apologized. It wasnt the people selling the tickets - it was all on Vivid Seats. ******** customer service! They talked to me like I was an idiot and wouldnt even listen to what I was telling them. I simply wanted a refund for something I paid for and didnt receive. They didnt deliver before my event started and kept blaming me.

  

  Business Response

  Date: 07/10/2025

  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.        
  
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. We apologize for any miscommunication and are happy to report that we have offered a full refund as a positive resolution and our customer accepted; as such we consider this matter resolved. If our customer has any additional concerns pertaining to their orders, we encourage them to contact our customer service department.             
  
  
  Regards,              
  Vivid Seats       

• Initial Complaint

  Date:07/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #7******3 2 **************** tickets, Cubs @ Nationals 6-4-25 $284.14 PLUS the added expenses incurred from not participating in the included features of the tickets (food before the game, drinks, etc).At 4:58 PM ET my retired parents arrived at ************** for the 5:15 *************** dinner experience included with these premium seats (first pitch 6:45 PM). One ticket had been recalled from their *** Ballpark app just before their arrival at the stadium, as they found out about it when they got to the gates at 4:59 PM. Security denied entry.They spent 97 minutes outside the gate on hold with Vivid Seats and in discussions with the stadium staff; the ticket was finally re-transferred back to my parents at 6:36 PMnine minutes before first pitch and 81 minutes after the paid pre-game event had commenced. Anniversary ruined, perks lost, the extra value of the ticket unrealized, and extra costs incurred.Attempts to resolve 6-4-25: Communication with Vivid Seats about them taking the ticket back and eventually they re-transferred it back to my parents' app.6-18-25: Parents tell me how disappointed they were in their anniversary event. I called Vivid on their behalf and they opened an investigation; Vivid sent an emailed promising investigation + update in 35 business days. There was zero communication from Vivid for 10 business days until:7-1-25: I began a live-chat escalation (transcript saved). Agent admitted the 6:36 PM re-transfer but refused compensation of any sort, claiming tickets were delivered on ******* further response.- Why this violates Vivid Seats 100 % Buyer Guarantee Tickets will be delivered in time for your event. Delivery nine minutes before first pitch is not in time for a 5:15 *************** event that justified the premium price. Claiming otherwise is deceptive practice.- Failure to ********************************* promised a 5-day investigation; no update in 10 business days.

  

  Business Response

  Date: 07/10/2025

  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 6/2/25 and their event will take on 6/4/25. Please note that our Buyer's Guarantee states that our customers received their tickets in time for their event. Our records indicate that our customer received their tickets the same day they placed their order. We also have documentation that our customer was the only email address to access the tickets. As this aligns with our Buyer's Guarantee, we must abide with our all sales are final policy.  
  
  
    
  We maintain that all details were sufficiently disclosed prior to purchase and our customer received their tickets in a timely fashion, per our Buyer's Guarantee. At this time, we consider this matter closed . If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed.  
  
  
    
  Regards,  
  Vivid Seats  

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought three tickets to see post ****** and jelly roll in concert on December 13 2024, for $740 for concert that was on Saturday June 28 th. When I purchased through vivid seats I thought they were $150 each and when I checked account they $740. They didn't send the tickets to right email so last min I was scrambling to get the tickets so we could go to concert...when I called they hung up on me. When we got to concert someone else was in our seats claiming those were there seats. I purchased tickets through vivid seats and somehow they went to seat geek. Seems very disorganized scammed out of money with all the added expenses. I was so upset Saturday by the way the phone conversation went that I didn't even go. I sent my daughters with older cousin. Bc vivid seats didn't handle my situation in timely manner they missed half the concert. So upsetting to spend all that money and not even go. Thank you Fawn

  

  Business Response

  Date: 07/11/2025

   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 12/12/24 and their event took place on 6/28/25. Please note that our Buyer's Guarantee states that our customers received their tickets in time for their event. Our records indicate that our customer's tickets were transferred to the email address they provided on 1/28/25. However on the day of the event our customer contacted us and it was discovered that they no longer had access to the email address they input when they initially placed the order and we attempted to retransfer the tickets to an alternate email.  We also have documentation that our customer was the only email address to access the tickets and that includes both emails that they provided. As this aligns with our Buyer's Guarantee, we must abide with our all sales are final policy.  
  
    
  
  We maintain that all details were sufficiently disclosed prior to purchase and our customer received their tickets in a timely fashion, per our Buyer's Guarantee. At this time, we consider this matter closed . If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed.  
  
    
  
    
  
  Regards,  
  
  Vivid Seats  
  
   

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $407.50 on June 16 for 2 tickets to a concert. I have contacted Vivid through its website on two occasions and I have called on 2 occasions because the tickets have not been delivered. Everyone I speak with states we assure you the tickets will be delivered, but every representative is clearly overseas and has no real information to help resolve the issue of getting my tickets. It has been two weeks now that Vivid has had my money and not delivered the tickets.

  

  Business Response

  Date: 07/11/2025

  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 event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Delivery dates and time are determined by the individual ticket sellers, not Vivid Seats, based on their assessments of a range of market factors. In accordance with our Buyer Guarantee, our customer's tickets were delivered on 7/2/2025, well in advance of our customer's event. However, prior to submitting this claim, our customer filed a dispute with their ****** account regarding this order. 
  
  We are unable to further address this matter while the customer's dispute remains open, due to the nature of the dispute process. We would like to note that despite opening the dispute and filing this claim, our customer still accepted their ticket transfer, thereby accepting the tickets. We encourage our customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding the dispute process or outcome. As it currently stands, we consider this matter closed.
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB Complaint:Business Name: Vivid Seats Complaint Type: Refund Not Issued for Undelivered Product Order Number: #******** Description of the Complaint:I purchased tickets from Vivid Seats under Order #********, which were never delivered. I reported the issue to customer support on June 16th, 2025. ********************** acknowledged the issue and indicated an internal investigation would take 35 business days. It has now been 11 days with no refund and no substantive response.Despite multiple follow-ups and Vivid Seats own Buyer Guarantee promising a refund in such cases, the company has failed to resolve the matter. I have received only generic communications with no timeline or resolution. The companys inaction constitutes a breach of their stated policies and of basic consumer trust.Desired Resolution:I am requesting a full refund for the undelivered tickets associated with Order #********. I also request confirmation from Vivid Seats that this order has been officially canceled and refunded in full.Customer Information:****** ****** ********************************************************************** ********************** **************

  

  Business Response

  Date: 07/10/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. We have 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. 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:06/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing regarding order number ********, purchased through vivid seats for 4 concert tickets to Phish concert on 6/28/25. The day of the show we were unable to access the tickets so we called the listed helpline **********. This is the listed phone number we were directed to call during the process of accepting the tickets. I spoke to someone named ****** for about 40 minutes, attempting to access the tickets. With ******** help, I downloaded an app, created an account, went through a link that went to the account and showed I had no tickets. ****** then said that there was a problem on the buyer's end and that he would attempt to reach out to the buyer to resend the tickets and meanwhile I should continue to check my phone as he would attempt to have the seller resend the tickets. ****** stated that if I had to buy other tickets I should call back tomorrow and an investigation would be started for a refund. I later got an email with a link stating that the buyer resent the tickets. But this was about an hour into the show, and I found that it led to the same dead end that I had experienced with ******. I called back the next day and was told that because the seller had verifiably sent the tickets I would get no refund. I later found a link from Ticketmaster in my junk mail from June 21 with a link to accept the tickets. This was behind about a dozen junk emails from vivid seats. If ****** had told me check for an old Ticketmaster email for a link to access the seats. I might have had no problem. I can't say for sure. But I do know I never received access to the tickets, and ****** overtly advised me to wait until the next day to file for a refund. I told him to start the process now and I would be calling tomorrow. But today the call center *** sent me to the same dead link ****** did when he denied me the refund. Bottom line, I paid $205.93 and didn't receive the tickets.

  

  Business Response

  Date: 07/10/2025

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

  As a secondary marketplace, Vivid Seats is not affiliated with the event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. We have concluded an investigation surrounding our customer's claim, and a full refund has been provided to the original method of payment on our customer's order. We are pleased to have provided an amicable resolution and would like to apologize for the issue our customer experienced. At this time we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 
  

  Regards,
  Vivid Seats 

• Initial Complaint

  Date:06/28/2025

  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 have not received my tickets for a ****************** game on 6/29. This service agent did not know or what I was talking about after confirming what order I was talking about. I want my tickets **** or store credit because this the worst service I ever received

  

  Business Response

  Date: 07/09/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use. 
  
  As a secondary marketplace, Vivid Seats is not affiliated with any event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Delivery dates and time are determined by the individual ticket sellers, not Vivid Seats, and are often dependent upon the primary issuer of the tickets. In accordance with our Buyer Guarantee, the customer's tickets were delivered before the start of their event and as such the order was appropriately fulfilled. 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. At this time, we will continue to comply with all agreed upon terms and conditions. If our customer has any further questions, we encourage them to contact the customer care team.
  
  Regards,
  ********************** 

• Initial Complaint

  Date:06/27/2025

  Type:Billing 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 was looking to purchase 2 tickets and ended up with 6 on Vivid Seats on June 25, 2025. I tried to purchase with my **** and for some odd reason my credit card was declined, so I used my ****************. Shortly after purchase I received an email to complete my purchase and download the app, so I did that, and the site advised me to complete the purchase, which then charged me a 2nd time. Then I got a message on the *** the tickets were no longer available at that price and was given the option to purchase the 2 tickets I wanted at a higher cost, which I did. However, I've ended up with 6 tickets and only need 2. I immediately got in touch with Vivid Seats via chat as well as phone call, and I was referred to the terms and conditions. I explained this to both representatives that I was dealing with and was told no refunds are possible. I was charged 3 separate amounts: $339.90, $339.90, and $374.36, plus insurance. $19.98 and $21.66 I have all the proof that I have added to this complaint. Thank you for your attention in this matter. I look forward to hearing from you. Please note this is a clear issue with the Vivid site. I made numerous attempts to resolve this issue with them directly and have had no success. I requested to speak to a manager, and they declined my request! If I wanted 6 tickets, I would've purchased them in 1 transaction. Also, these are within minutes of each other, if not seconds. This clearly is not my fault, and they will not refund me for the 4 tickets I don't need. I will not be utilizing the 4 tickets and would like a refund.
  

  

  Business Response

  Date: 07/08/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.  
  
  Our app is completely user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. On 06/25/25 when our customer completed their order, the checkout screen allowed them to review the itemized order breakdowns, which clearly displayed the price per ticket, all fees as well as discounts, and the total price in bold text. Just above the "Place Order" button, our customer's order totals of [$339.91, ******, $374.37 CAD] were displayed in large bold text. Just beneath the order total, they were presented with the message "By placing order, you agree to our sales terms and Reward Program terms.."   
  
  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 orders, 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: 07/09/2025

   
  Complaint: 23525888
  
  I am rejecting this response because: I've rejected the merchant's response. I attached a screenshot of an email I received from the merchant asking me to download the app and confirm my purchase, along with screenshots of the app in previous communication on the original complaint. I called the merchant within minutes to notify them the 2 additional purchases were clearly an error. Also, I've been receiving communication regarding 1 set of tickets. I declined the 2nd set and have not heard anything on the 3rd set. ******, I would've purchased 6 tickets if that was what I wanted. I advised the staff of Vivid and notified them of the issues, but they were not willing to help me. This is why I had to file a complaint with the BBB, as it is very unethical of the business to test their customers in this manner. I truly hope they will take the issue into consideration and refund me the 4 tickets that I did not want to purchase. Also, the tickets don't get released until July 10, and the concert is on the 11th, so I cannot resell them since I don't have the tickets. As I said, the only emails I've received are for confirmation #********. Honestly, it was an issue with the app. As stated in my original complaint. 
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/16/2025

  Thank you for responding. We appreciate the opportunity to further address this matter. We would like to note that in addition to this claim our customer filed a dispute with their financial institution regarding this transaction. We are unable to further address this matter while this dispute remains open due to the nature of the dispute process. We encourage our customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding its process or outcome. Once the customer's dispute has been closed we will be able to review their concerns again at that time. As it currently stands, we consider this matter closed.
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered tickets for an ****** game for today, June 26, 2025, but the seller on VividSeats refuses to deliver them to me. VividSeats refuses to give me a refund or to hold the seller accountable. Now I am out the money, have not received the tickets, and am beyond frustrated because the game is at 1:00 PM and no tickets have been received. This was supposed to be a surprise for my fiance before she goes back to work next month.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, 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. In this case, on 6/25/2025 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. On the day of their event, the customer contacted our customer service team at which time we attempted to troubleshoot their concern, and have their tickets retransferred. 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. 
  
  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, there is valid proof that the customer properly accepted their ticket transfer. As such, the customer's order does not qualify for compensation and we consider this matter closed. We appreciate the customer's understanding throughout the matter. If they have any further questions regarding their order we encourage them to contact our customer care team. 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:06/25/2025

  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 bought tickets for a ****** show in February, 2025. Like many others here, I was sent an email to accept the tickets, but when I clicked the link it said the tickets had already been accepted by another email address. Vivid Seats insisted my only option was to contact the venue and ask for new tickets, but neither the venue nor Ticketmaster had any proof of my purchase. As per Vivid Seats own policy, I requested the tickets be replaced since these ones were never sent in the first place, which I have a paper trail of. They said this is not possible as the seller claims he sent them, although this evidence was never supplied to me. Buyer guarantee is an absolute lie and Im convinced this company deliberately scams consumers with no intention of making it right. I would have accepted new tickets, but after the stress of spending HOURS being given the run around by your customer service, I would like a full refund.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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 5/26/25.
  
   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.
  
  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: 07/08/2025

   
  Complaint: 23519643
  
  I am rejecting this response because when I contacted the venue, as per your customer services guidance, I was told that the original tickets I bought were fraudulent and to never use vivid seats again as this scam is common on your site. Additionally, your customer service said that I had called in several months prior asking how to transfer the tickets out of my name. I absolutely did not. It is very clear that the seller did something shady. Your company stole almost $200 from me and I didnt get to go to the concert. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/15/2025

  Thank you for the opportunity to respond to this rejection. As stated in our previously reply Vivid Seats is a secondary market and has no affiliation with any venue or primary market. On 5/26/25 a ticket transfer email was sent to the email address entered by the customer at the time of purchase and contained a link the customer should follow to accept their tickets. A clear and detailed explanation of this process was also provided in the email sent to the customer. In an effort to resolve the customer's concern, the original ticket holder was contacted and proof that our customer had properly accepted their ticket transfer was obtained. Provided this information, our customer's order was considered fulfilled in accordance with both our Buyer Guarantee and all agreed upon terms and conditions. As such we consider this matter closed. If our customer has any additional questions regarding their order we would encourage them to contact our customer care team.
  
  Regards,
  **********************

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23519643
  
  I am rejecting this response because I was scammed. I called the venue and they confirmed the tickets were fake and tickets for their events wouldnt have seat numbers as the one I was sold did. This ticket was never sent to me in a common Vivid Seats scam. They will never take accountability for their actions - use Ticketmaster every time folks. 
  
  Sincerely,
  
  ****** *******