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:10/19/2025

  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.

  I was unable to get into the venue with the tickets sold. When scanned, they show "VOID". The pdf tickets showed "**** vs ****" when the game was "**** vs **********" .I have tried to contact Vivid Seats to have this resolved against their 100% buyer guarantee four times now. Each time, I had to re-explain my complaint as if it's a new case and could not get resolution. ********************************************** If I am understanding this correctly, I should be getting full refund.

  

  Business Response

  Date: 10/30/2025

  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.
  
  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 valid for entry; if tickets are deemed invalid for entry, the customer will receive a full refund. In our procedures to uphold this standard, we screen each seller to ensure that their listings are authentic and comply with our seller terms.
  
  Nevertheless, because the hundreds of sellers in our network process a large volume of orders each day, errors do occur in some extremely rare cases. After thoroughly investigating this matter, we have determined that our customers order was one such isolated case. At the time of this reply a full refund has been provided to our customer. As such, we consider this matter resolved. If our customer has any further questions regarding their order, we welcome them to contact our customer service team.
  
  Regards,
  **********************

  Customer Answer

  Date: 11/04/2025

   
  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:10/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tickets were purchased with my account and when I told them the tickets purchase was not mines they would not refund me. I was told by their agent to open a dispute with my bank. I decided that I would go ahead and keep the tickets so I cancelled the dispute. Now they are telling me they can't provide me with any information even though the dispute is closed. So I either want the tickets or my refund. At this point, Ill rather just take the refund than having to keep dealing with the lies.

  

  Business Response

  Date: 10/28/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ?? 
  
  At the time of this reply a full refund has been provided to our customer. As a full refund has been provided to our customer, we consider this matter resolved. If our customer has nay questions regarding their order we would encourage them to contact our customer service team.
  
  Regards,
  
  Vivid Seats

• Initial Complaint

  Date:10/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 tickets to Monster Jam on 9/22/25. I received confirmation through ****** that my account was charged for the tickets. I never received confirmation from Vivid. I emailed Vivid ******************************** on 9/24/25 and 9/26/25 about this issue and my concern that I would not receive the tickets I paid for. I received no response. I never received confirmation from Vivid of the transaction even though my account was charged. I never received the tickets.After waiting about a week for a response from Vivid and not receiving one, on 10/6/25, I was forced to dispute the charge with my credit card company and purchase tickets (which were not as good as the ones I had originally purchased because I waited) through StubHub. I also just tried calling their number today, 10/17/25, and I could not speak to a live person about this issue. At most they told me they would send me a link for a life chat. I elected that option when I realized it was my only choice and clicked on the link. It did not take me to a life chat but back to the App. I also note that there is no phone number or email readily available on the website if you have an issue with your tickets, which speaks volumes to their poor costumer service. This is a really shoddy way to conduct a business. I am still working on resolving the dispute with my credit card company.

  

  Business Response

  Date: 10/28/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ?? 
  
  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 9/22/25.
  
  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.  
  
  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 

  Customer Answer

  Date: 10/29/2025

   
  Complaint: 24029817
  
  I am rejecting this response because the statement that I received the tickets is incorrect. The statement that they reached out to me is also incorrect. In fact, I never received a response to any of my emails.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 11/05/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to respond to this rejection. Apologies for the confusion, as our initial response was inaccurate. Our customer placed their order on 9/22/25. On the same day an email with a link to accept their tickets was sent to the email address provided by our customer during the check out process. Please note, it appears our customer utilized *****'s private relay feature which creates a masked email address. This is likely the cause of the issue as the emails would not have gone through due to the customer's email being masked. At this time our customer has initiated a financial dispute with ******. 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 

  Customer Answer

  Date: 11/06/2025

   
  Complaint: 24029817
  
  I am rejecting this response because:

  I have received tickets to my email in the past for Vivid events (see attached) so I do not believe it is an ***** issue. I have no record of ever receiving the tickets for the monster jams event. Further, if the tickets were sent and it is an email issue, why did they never respond to my emails asking about them? It could have been cleared up without me having to purchase another set of tickets from a different vendor. I have also not been provided  any proof that the tickets were actually transmitted to my email account. 

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

• Initial Complaint

  Date:10/17/2025

  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 Friday, October 10, 2025, I purchased 2 Tickets for ***** ***** (Breezy Bowl 20) where he was scheduled to perform @ 7:00 p.m. at the ********************************* in *******, ** on Tuesday, October 14, 2025, the total cost of the tickets was $539.36. When my friend and I arrived at the venue to have our tickets scanned to enter the concert, the app stopped working and therefore the attendant was unable to scan our tickets and therefore refused us entry to the concert. We were told by the attendant that the issue could've been due to the numerous amounts of phones in the area. I also noticed other concert-goers with the same issue: and this had been my second time attending this show, the week prior I attended his sold out concert at the *********************, in **********, ** on purchased tickets with StubHub and had no problems with downloading or receiving the tickets. I have tried contacting them via chat and phone and have been unsuccessful with either option. I'm requesting a full refund!

  

  Business Response

  Date: 10/28/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. 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 $539.36 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 $539.36. 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.
  

  Tickets for our customer's event were transferred electronically through a third-party platform to the email address they provided during checkout on 10/10/25 at 2:33 PM CST. The email customer received contains instructions and a link to claim their tickets. 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. 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: 10/29/2025

   
  Complaint: 24029719
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Winstons

• Initial Complaint

  Date:10/16/2025

  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 was in ***** with my husband celebrating his 50th birthday. Bought tickets to a show at the Sphere for 9/27 for the 11:15 show for Tomorrowland. We arrived approximately 10:40 and were directed upstairs to get our tickets because when we arrived at the venue, the tickets somehow disappeared from my Apple wallet. We were told after about 30 minutes that our tickets were scanned in by another person. The *** at the counter told us that apparently our tickets were resold and the other person basically got there before us. Of course we were very upset and disappointed that we could not see the show and spent money on the tickets. I contacted Vivid Seats and they refused to reimburse me for the tickets, even though we were at the venue and tried to get in but could not. I also contacted my card company and they stated that the vendor said since the tickets were delivered that I could not get my money back. I believe that if I paid for a service or goods that I could not use through no fault if my own then I should be fully refunded. I was at the venue more than 30 minutes before the time and did all I could to get in and was denied entry. I am extremely disappointed in this experience and will never purchase from this vendor again. Additionally there was someone else at the venue that had a similar experience and also could not get in, only he spent a lot more as he purchase 6 tickets and they were all resold. This is a terrible practice that Vivid Seats need to rectify if they are going to stay in business. Thank you

  

  Business Response

  Date: 10/20/2025

  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 the matter regarding our customer's tickets. We have since concluded this investigation and have been unable to substantiate the customer's claim.
  
  Despite this, we would like to provide our customer a courtesy resolution; however, in addition to this claim they have opened a dispute with their financial institution regarding their order. As such we are unable to provide that resolution at this time. Once our customer's dispute has been closed by the customer's financial institution this may be resolved at that time. If the customer has any questions regarding their dispute we recommend they contact their financial intuition. 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:10/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive already spoken with two chat agents who were unable to resolve this issue.I purchased parking through the Vivid Seats app for $35 for a recent concert. The directions provided in the app took me directly to the venuenot to the parking garage listed on my purchase. I circled several times, asked event staff, and even searched the garage name on ****** but could not locate it.Eventually, I had to pay $45 to park at the venue. This was frustrating and caused unnecessary stress. Im requesting a refund or credit for the $35 parking I was unable to use due to incorrect directions provided through your app.Ive attached my original parking pass and the receipt for the $45 paid at the venue for reference.Thank you for reviewing this and helping make it right.Sincerely,***** ******* Order number ********

  

  Business Response

  Date: 10/22/2025

  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. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use. 
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. On 9/26/2025 our customer selected a listing they were interested in for Dua Lipa Parking. This listing was labeled as "Section: G3 COLLEGE, Row: PARKING" and included a note indicating the address as, "********************************************." This listing note was available for review during the checkout process, it was also printed on the order summary email the customer was sent after their purchase was confirmed. The link the customer was sent to access the parking pass also included the address of the parking lot, which aligns with the address previously stated. Please note that the address of the ************* is ******************************** as shown in the customer's screenshot. 
  
  As a secondary marketplace, Vivid Seats is not affiliated with the team, event, or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. 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. We maintain that all listing details were properly disclosed and that the appropriate information was provided to the customer for them to be able to utilize the purchased parking pass. As it stands our customer's order does not qualify for compensation. 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:10/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vivid Seat is deceptive and should be censured or fined. They have a seat saver program that allows you to purchase seats in a section and advertises a certain row, like 30. However, then can change you to the back row, like 75. No recourse, so you overpay for terrible seats. I spend almost $1,200 on seats and the ones the provided are offered for less than half.

  

  Business Response

  Date: 10/22/2025

  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. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.
  

  As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. 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 ********** at ********************* Football, they continued to the Login page which displayed a detailed order summary on the right side. Under the section Ticket Details it is clearly stated for customers order: "Section: S Row: 75 Notes - This Seat Saver listing is a service backed by our buyer guarantee in which the seller is offering to buy tickets for you for a fixed price in the listed section.. After the customer entered an email address to create an account, they then navigated to the Checkout page which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $1,188.81 highlighted in bold text. Once the payment information is inputted, the customer is presented with our sales policies, including our all sales are final policy, which are disclosed throughout the purchase process and displayed at checkout with the message, By clicking "Place order", you agree to the Vivid Seats terms of use and confirm that you are aware that you may be paying above face value for your tickets. Your credit card will be charged $1,188.81. All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order, at which time their order was complete. 
  

  Prior to receiving this claim we thoroughly discussed this matter with our customer. 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:10/13/2025

  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.

  Bait and switch. Had a non expired 25% off coupon, then I go to place the order and it wont work. I call and they say sorry it's expired. Even though in the email it shows it's not expired. They then say they can't honor it and make me pay significantly more. These are unfair marketing tactics.

  

  Business Response

  Date: 10/22/2025

  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. 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. 
  
  We have reviewed the claim submitted by our customer and would like to note that after they confirmed the sale, including the final order total, with our sales agent, they did not contact again regarding any applicable discounts. Prior to receiving this claim the customer made no attempt to resolve this concern. While we regret that the desired discount could not be applied at the time of purchase, it should be noted that an alternative discount was still applied to the final order total. As a one-time courtesy, in the interest of customer service, we have submitted a refund for the remainder amount of the discount that could have been applied, up to $50. As previously noted, since a discount had previously been provided, this means a refund of $18.50 will be remitted to the customer's original method of payment. We are happy to have provided an amicable resolution and now consider this matter closed. 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  Date:10/13/2025

  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 a comedy show on October 18, 2025. However, I received tickets for October 19, 2025. I have contacted Vivid Seats several times and was told they would send me the correct tickets. However its been 2 days and I have not received the correct tickets. I need the correct tickets immediately because if they do not have the correct tickets I need to purchase tickets elsewhere. In addition I am traveling out of state to attend this show and cannot wait until the last minute to know if they will send the correct tickets since I will need to cancel hotel reservations, etc. They have shown very little concern or effort to get their mistake corrected even though I have expressed my time constraints.

  

  Business Response

  Date: 10/22/2025

  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. 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. All orders placed on our site are subject to seller confirmation and ticket availability. On the rare occasion where a seller is unable to fulfill an order, we work to fix it in time for the event, or if necessary, fully compensate the customer as detailed in our Sales Terms and Conditions. In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. In this case as the seller was unable to fulfill the order with the correct tickets, the customer's order was accordingly cancelled and refunded. As this resolution complies with both our 100% Buyer Guarantee and all agreed upon terms no further resolution may be provided for this order. As it stands we consider this matter closed. 
  

  Regards,
  Vivid Seats 

• Initial Complaint

  Date:10/12/2025

  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 from Vivid Seats for Hozier on 10/5 in *********, **. I was sent an e-mail from Vivid prompting to me to download the *** app, where my tickets would be transferred. I did this and was told by vivid Seats to wait for an e-mail once the tickets had been delivered. The day of the show, the e-mail still hadn't arrived. I called customer service and was told I should've received the e-mail, and searched my e-mail while still on the phone looking for an e-mail that didn't exist. I was then told they would request the "third party seller" resend the e-mail and if I hadn't received the e-mail by 5:30 PM - two hours before the show - to call them back. I asked if I missed my concert because of this, would I get a refund, and they said yes.5:30 PM rolls around and there's no e-mail. I call back and they tell me the seller can't resend the e-mail (suspicious). Instead, they told me to go to the ************** box office, give them the seat information and invoice # that Vivid provided in an e-mail, and they would be able to issue my tickets. I highly doubted this and sure enough, when I showed up to the box office with the information provided, I was told not only were there no tickets under my name/e-email/invoice # but that the seats had already been claimed by someone else. He said this happens all the time with Vivid Seats. The "third party seller" had already resold my tickets to someone else. I called Vivid Seats immediately asking for my refund and they "apologized" and said they would "open an investigation" with the third party seller and get back to me. A few days later, I received the following in an e-mail:After reviewing the documentation we have received on this matter and investigating with the seller, we have not identified any violation of our terms of sale. At this time, we consider the investigation closed.I called, they tried to convince me my tickets had been transferred to *** and washed their hands clean of it. A scam.

  

  Business Response

  Date: 10/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. We operate an independent website and our mission is to connect customers with ticket holders and amazing live events. To this end, were committed to providing the best possible customer serviceand maintaining a simple user experience. ********************** facilitates thousands of successful transactions each day with satisfied customers, so we are confident in our verification procedure for processing orders. ? ??  
  
  In the highly rare event that we receive a report of not receiving 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. In this case, we could not substantiate our customers claim based on the documentation reviewed during our thorough investigation. At this time, we consider the order to have been fulfilled in accordance with the terms that were agreed to upon purchase. For this reason, our customer is not eligible for compensation, and we consider the matter closed. We appreciate their patience and understanding throughout the investigation. If they have any further questions regarding this order, we encourage them to contact our customer service team.

  Regards,
  Vivid Seats

  
  

  Customer Answer

  Date: 10/27/2025

   
  Complaint: 24005047
  
  I am rejecting this response because: there was never a resolution from Vivid Seats when I asked for a refund, replacement tickets, or for them to resend the email which they claim had my tickets. They did nothing to resolve the fact that their half-effort attempt to get me tickets was to take my seat information to the box office, who only further substantiated my claim by confirming that someone else had been sold the tickets allegedly meant for me. I spoke with *** customer service, sent screen shots, spoke multiple times with Vivid Seats customer service. I dont know what else they wanted me to provide to them to show that I never received the tickets in purchased. I asked for them to provide any evidence to the contrary and they told me they couldnt which meant to me that they had no evidence. This still is not a satisfactory resolution. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 11/04/2025

  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. 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: 11/05/2025

   
  Complaint: 24005047
  
  I am rejecting this response because: again, no resolution was provided. I was never provided the tickets I paid for, never offered a refund despite being told otherwise if I missed my concert. They are just washing their hands of it at this point which is pathetic. No evidence to support their claim other than oh yeah this third party seller says he transferred the tickets. Wrong. I would like a refund at this point and no additional excuses about how theyve already resolved the matter when absolutely no resolution was made to fix the original issue. No tickets were transferred to ***. And the ticket information Vivid provided was claimed but somebody else which means whatever tickets were intended for me were sold to someone else by this trusted third party seller.
  
  Sincerely,
  
  ******* ******