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:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2025, I purchased tickets through Vivid Seats for the Beyonc concert scheduled for May 28, 2025. At the time of purchase, there was no indication in the seller notes or listing that the seats had a limited or obstructed view.However, after completing the purchase and reviewing the confirmation, I noticed that the tickets were now labeled as having a limited or obstructed view a critical detail that would have significantly impacted my decision to buy them in the first place. This information was not disclosed prior to the purchase and only appeared after the transaction was completed.I promptly contacted Vivid Seats to request either a refund or an exchange for seats that do not have obstructed views. Despite explaining the situation and the misleading nature of the listing, Vivid Seats has refused to issue a refund or offer any resolution.I am extremely disappointed with this lack of transparency and poor customer service. As a customer, I relied on the information presented at the time of purchase, and I feel misled. I am seeking a full refund or an exchange for tickets with an unobstructed view.

  

  Business Response

  Date: 06/03/2025

  Thank you for reaching out to us in reference to the concerns of this 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. 
  
  ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process which provides customers multiple opportunities to review the details of their order. With regard to the customer's concern pertaining to their **********************, we would like to note that the listing selected by our customer contained a disclaimer which designated the listing as Obstructed View. This disclosure was published on the tickets listing and was displayed on screen in the order summary throughout the entire checkout process. If our customer would like to review the listing description it is included, as published, on the order summary email which functions as their order receipt. Due to the nature of the secondary market tickets are listed and delivered by individual ticket sellers and not Vivid Seats or the venue box office. We maintain that our customer's order was appropriately fulfilled in accordance with our 100% Buyer Guarantee and all agreed upon terms.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. As all order details in question were accessibly and visibly displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 
  
  Regards, 
  Vivid Seats

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23368530
  
  I am rejecting this response because:

  the obstructed view was not displayed during checkout and was only displayed after I paid and it was emailed to me. As a first time customer of ********************** the ********************** were listed on the website as excellent seats which is predatory and a marketing tactic to gain money from customers. No exchange or refund was issued in regards to this matter and I will never ever again use this service.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/10/2025

  Thank you for responding. We recognize that our customer reiterated the points of concern in their initial complaint. However, we maintain that our initial response addresses their concerns adequately and thus, we stand by our position. Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence. 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
  
  
  

• 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:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets that said clear view. When we got to our seats there was a portion of the court that was obstructed by the base of the basketball hoop. It blocked one corner of the court and almost the entire home teams bench. I reached out to Vivid and they told me the arena doesnt list those tickets as obstructed. I sent a picture in showing it is clearly obstructed and they refused to honor their policy. The policy states they will refund for obstructed view if the ticket is not labeled as obstructed on the ad.

  

  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. ? 

  
  As a secondary marketplace, we are not affiliated with any artist or venue; instead, we act as an in-between for customers and sellers. While we do not own or generate tickets, we do process thousands of successful orders each dayand each order is given the full protection of our Buyer Guarantee. This guarantee ensures that any ticket a customer purchases on our site will be delivered prior to their event and valid for entry. In our procedures to uphold this standard, we screen each seller to ensure that their listings are authentic and comply with our seller terms. 

  
  In the highly rare event that we receive a report of an issue with tickets, Vivid Seats acts quickly to conduct a detailed investigation into the matter. If the customer's claim is substantiated, our 100% Buyer Guarantee ensures that the customer will receive a full refund for their order. After thoroughly investigating this matter, we could not substantiate our customers claim based on the documentation reviewed during our thorough investigation. At this time, Vivid Seats has extended a courtesy resolution in the interest of customer service. ********************** has been in contact with our customer and provided a resolution that was offered and is pending approval from our customer .  If they have any further questions regarding this order, we encourage them to contact our customer service team.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23359328
  
  I am rejecting this response because:  The company offered me less than 25 percent of the purchase price as a credit.  I have emailed them multiple times since then and no response. They are not in communication with me anymore and wont honor their policy. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/11/2025

  Thank you for responding. We appreciate the opportunity to continue to 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 and does not generate tickets as a primary box office. Because we merely act as an intermediary between fans and ticket holders, any reported ticket issues must be investigated and evidence must be provided to confirm the claim.
  
  Our customer has indicated that when they arrived at the venue their seats were in a location with obstructed view. Upon review of our findings, we were definitively able to conclude that our customer's tickets were not considered Obstructed View by the venue. This means that the tickets purchased through the venue were not listed or priced as obstructed and the seller would therefore not have been required to label them as such. If the primary market does not consider a seat to be an obstructed view then neither can Vivid Seats. Since we have confirmed that the primary ticket market did not consider the customer's ********************** to be an obstructed view, our customer was due no compensation for their claim. Regrettably, matters of this nature are outside the control of Vivid Seats; however, in the interest of customer service we have offered our customer a courtesy resolution, as noted in their response. We we consider our offered to be generous when taking into consideration that we are under no obligation to provide compensation in this case. As it stands we consider this matter closed, but if our customer would like to accept our previous offer we welcome them to contact our customer care team. 
  
  Regards,
  Vivid Seats 
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23359328
  
  I am rejecting this response because: The business is making a broad and vague statement to reduce their liability.  They are the marketplace and are responsible for what is being sold on their platform.  They didnt provide exact seat location like they do on all other tickets therefore I have to go on the description which stated a clear view.  As you can see from my picture I submitted there is an obstructed view.  If they didnt hide the seat location I could have done my own research and determined what view I would have.  The business can go back to the seller and demand a refund for not providing the information but they dont want to lose a reoccuring seller
  
  Sincerely,
  
  ******* ********

• 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:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ticket off vivid seats to go to a concert 3 hours away. Upon getting to the concert I was denied entry to the concert with the ticket sold by vivid. **************** has refused to do their jobs and properly investigate, and constantly making false promises. They promise to reach back out and I had to reach out multiple times and send hours with customer service just to be given a run around.

  

  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.
  
  After receiving Ms. ******** claim, our investigations team looked into this matter. We have been unable to find any support for Ms. ******** claim, and as such this matter was closed. The origin of Ms. ******** claim derives from the venue requiring an ID that matches purchase information. No other order sold through our system has reported this as necessary, nor have any claims of a similar nature been made. If Ms. ****** has any reasonable documentation to support her claim, she is welcome to send it in via email and we will re-evaluate her claim.
  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. Given the findings of our investigation, we continue to 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: 06/02/2025

   
  Complaint: 23355948
  
  I am rejecting this response because:  the business did not investigate they are saying because they never had this complaint before its not an issue instead of properly investigating the matter.  The matter is not even close to closed.  They have done nothing and customer service does nothing but leave you on hold 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/10/2025

  Thank you for responding. We would like to reassure Ms. ****** that whenever a customer reports an issue with their tickets, our dedicated investigation team researches all possible factors that may have caused a denial of entry, and arrives at a final decision based on the best information provided by all parties involved. After reviewing Ms. ******** case, we have seen that sellers within our network fulfilled dozens of orders for this event with no issues reported of the same nature Ms. ****** claims. We additionally found that Ms. ****** had contacted our team seeking a refund for their order on March 4th, 2025, nearly two months prior to the event, and stated that she would be contacting us in two months time saying that she was not able to access the event. We would also like to note that actions customers take to invalidate their own tickets are not protected by our buyer's guarantee.
  
  As of today's date, June 10th, 2025, Ms. ****** has produced no material support for her claim. If Ms. ****** has any documentation to provide which lends support to her claim, such as correspondence with an official venue representative verifying her ticket status, she is welcome to send that correspondence in via email to our customer care team, including her order number in the subject line. Once any new documentation is received, our investigations team will be happy to re-open and re-evaluate the case, possibly reaching a different outcome. Until such a time, we continue to consider the matter closed.
  
  Regards,
  Vivid Seats

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23355948
  
  I am rejecting this response because: business sent some generic response without investigating. 
  
  Sincerely,
  
  ***** ******

• 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:05/18/2025

  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 concert tickets with vivid seats for approx $1000 The confirmation email instructs me to download an app to view the transaction and tickets which I did.The app doesn't work and gives the same error message 'try again later' for days now. I have been in touch with their customer service for hours. Alas they have not been helpful. They are not able to make the app work, and they are not willing to issue a refund. I think this company is one of the many internet scams.

  

  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. ? ??  

  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 our customer's tickets were delivered on 05/21/25. 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.  As a secondary ticket marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office. Our role is to act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets listed by individual resellers, we must ensure that our policies are fair to both parties. This means that while we secure the delivery and validity of tickets, we are unable to offer refunds and must adhere to an all sales are final policya standard throughout the industry.

  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: 23346838
  
  I am rejecting this response because it doesn't even address the complaint I had. In addition, there are some statements in the response that are absolutely false. Nobody discussed the concern with me. The only interaction I had was with an online representative via chat who hung up on me when I asked for escalation of the problem that he/she was unable and unwilling to solve. The facts are clear, the transcript of the chat is available on your servers. 
  
  I can't accept the condescending tone and demeanor of predatory businesses like yours that have disdain for customers complaints. I am not interested in your boilerplate responses nor in the amount of transactions you make, that is none of my business. The only thing that caught my attention is the thousands of online complaints and bad reviews. The fact of the matter is that the app that I was mandated to download on my phone does not work properly. Your communications via website, app, emails and now via this BBB exchange are consistently misleading and / or false. Companies like yours that have zero business ethics deserve to go out of business. 
  
  

  

  Business Response

  Date: 06/11/2025

  Thank you for responding. We appreciate the opportunity to continue to address our customer's concern. As previously stated, ********************** operates on the secondary market and maintains one of the largest seller networks in the industry. Due to the nature of our business as a secondary marketplace, Vivid Sets does not own or generate any tickets and therefore does not set or control ticket 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. It should be noted that when our customer submitted this claim their tickets had not yet been delivered and as such their tickets would not have been visible in either a third-party or the Vivid Seats app. As stated in our initial response, the customer's tickets were transferred electronically on 5/21/2025 to the email address associated with the order. The customer would simply have to follow the transfer instructions to accept and view their tickets. As it stands our customer's order was appropriately fulfilled in accordance with both our Buyer Guarantee and all agreed upon terms. 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. We will continue to consider this matter closed.
  
  Regards,
  Vivid Seats