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:04/25/2025

  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.

  Vivid SeatsAndroid App iOS App SPORTSCONCERTSTHEATER NFLMLBNCAANHLNBA Congratulations, your The Eagles tickets have sold! You must confirm the sale as soon as possible. Per our Seller Terms and Conditions, Vivid Seats reserves the right to replace the order with another seller's inventory at any point to ensure that tickets can be secured for the customer Your other listings may be removed until all sales are confirmed If the tickets are no longer available, please click the link above to visit your account and reject the order Ticket information for this sale:Order #: ******** Event: The Eagles Venue: MSG Sphere Date: Sat. Apr 12, 2025 8:30 PM Quantity: 2 Section: Section 109 Disclaimers/Attributes: Please note that you will need to use an iOS or ************** device to gain entry to your event.Unit List Price: $336.00 Order Total: $604.80*If you have any questions about selling tickets on Vivid Seats, please reference our full Seller FAQ. There you will find helpful tutorials, answers to common questions, and contact information for our *************** *************: (************) Re: Order #******** Inbox Vivid Seats <****************************************************************************>Tue, Jan 28, 9:52PM to me Hello. Thank you for your proof of Transfer we did receive that as of today. Best Jernnine Seller Operations Team * Vivid Seats deducts a 10% seller fee from the Order Total listed.

  Customer Answer

  Date: 05/05/2025

   
  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. Good afternoon
  This situation has been resolved. They issued a refund today
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/20/2025

  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 never received tickets for a concert I purchased a week in advance. I spoke with 2 reps who insured my tickets would be delivered but I never received them

  

  Business Response

  Date: 05/01/2025

  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 that contains a link to claim their tickets, advising them to do so. 
  Our customer placed their order on 4/14/25, and their event took place on 4/20/25. Please note that our Buyer's Guarantee states that our customers received their tickets in time for their event. Our records show that we were in contact with our customer on 4/19/25 because our customer had input a certain email address to which the tickets were sent.  We had the seller attempt to retransfer the tickets to our customer's alternate email address. Subsequently, our seller informed us that a retransfer was not possible.   As such, we maintain the customers order was successfully fulfilled and aligns with the Buyers Guarantee.   However, Vivid Seats has been in contact with our customer and has extended a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution and, at this time, consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.  
  
  Regards,
  Vivid Seats

• Initial Complaint

  Date:04/18/2025

  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.

  On April 5, 2025, I purchased two tickets to the *************** at ***************** hockey game. I followed all the instructions from the Vivid Seats customer service **** balancing their app and another app called AXS. The email that had the tickets never arrived to my email account, which is ********************** The agent had me log out and log in using different ways but the tickets never arrived. Im contesting the charges with my credit card but want to explore all avenues for a refund. I dont mind any fees because the Vivid Seats customer service *** spent 2 hours on the phone with me, but they were using a weird email that was not mine. They completely messed up the transaction. I was ripped off and I now see online that Vivid Seats has scammed others. I feel stupid for trusting a link on the **** app to buy tickets but never would have guessed it was a borderline criminal enterprise. Its only $200 but Im willing to take this further if need be. They cant steal and get away with it.

  

  Business Response

  Date: 04/30/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.          
  
  Vivid Seats facilitates thousands of successful ticket transfers each day with satisfied customers, so we are confident of the efficacy of our processes. During the checkout process, customers are able to view the delivery format for their tickets. The selection our customer made was electronic transfer, where sellers transfer the tickets using the platform that the venue has issued tickets through. Customers receive an email with instructions on how to access their tickets, as well as a separate email which contains a link to claim their tickets, advising them to do so.           
  
  Our customer placed their order on 4/5/25 and their event took place on 4/5/25. Please note that our Buyer's Guarantee states that our customers received their tickets in time for their event. Our records show that we were in contact with our customer on 4/5/25 because our customer had input a certain email address to which the tickets were sent to.  We had the seller attempt to retransfer the tickets to our customer's alternate email address and our agents thoroughly explained that this was a request and not a guarantee. Subsequently, our seller informed us that a retransfer was not possible.  As such, we maintain the customers order was successfully fulfilled and aligns with the Buyers Guarantee.  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer. We maintain that our customer received their tickets on 4/5/25 to the original email address on file at the time of checkout. 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:04/18/2025

  Type:Delivery 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.

  On 12/11/2024 I purchased tickets online through Vivid Seats online .Order #******** I was informed that the tickets could not be mailed to me as originally specified and that I'd need to pick them up at the box office of the Venue. When I went to the ************************************* box office they said the tickets I purchased through Vivid seat do not exist, I've been scammed. They only sell tickets direct and not through any 3rd party or ticket reseller. I paid $325.09 to Vivid Seats on 12/11/24. So Vivid Seats scammed me. I also purchased ticket insurance through ******* EVENT INS ALLIANZINS.USVA for $32 on 12/11/24. This of course was a scam also. The event I purchased tickets for was 4/17/25 which is when I went to the box office to pick up my tickets and learned of this scam. I contacted the credit card I used to purchase the tickets and since the purchase was not within 60 days, I have no recourse in disputing the charges. (Federal Law)

  

  Business Response

  Date: 04/28/2025

  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. 
  

  Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. As such, prior to receiving this complaint we opened an investigation into our customer's reported claim. We have since concluded this investigation and would like to provide an amicable resolution in the interest of customer service. However, despite our customer being made aware of the investigation process, they have filed a dispute with their financial institution regarding this transaction. As such, we are unable to provide a resolution at this time. Once the dispute has been closed by the customer's financial institution this matter will be resolved at that time. Since there is no further action we can take to resolve this we must consider this matter closed. If the customer has any questions regarding their dispute we recommend they contact their financial intuition.
  
  Regards,
  Vivid Seats 

  Customer Answer

  Date: 04/29/2025

   
  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:04/17/2025

  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.

  April 16th I attempted to purchase tickets to a concert on there site. I have an account and have purchased tickets previously. The transaction failed numerous times using different payment methods. After three attempts I contacted customer service. Its important to note that I have $90 of credit on this account. I had previously bought a ticket and the artist cancelled. Vivid Seats refused to give me a refund, they just credited to my account to use on future purchases. Once I got in touch with a *** they informed me that due to a fraudulent activity on my account, no more purchases could be made from it. I asked for the credit to either be given back to me via a refund or to allow me to buy a ticket using it. They said they wouldnt transfer the credit or allow me to make any purchases on the account. Please see message from vivid seats:Dear *******, We cannot guarantee processing. The order is currently being cancelled due to previous confirmed fraud using the information currently being used for review. We cannot and do not guarantee processing on any orders. This order was submitted for cancellation because we received contact from the cardholder that the order was not authorized. We are unable to accept any future orders with this information. You will need to find a different site if youd like to place a new order for tickets. You were not charged; any pending hold will fall off the account once it processes through the banks system. As per your request of transferring your credit to your new account, we won't be able to process it.

  

  Business Response

  Date: 04/27/2025

  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.
  
  Please note our verification department reviewed our customers information when they were placing their orders, as we take the security of our customers information seriously. Due to some inconsistencies with the information, we were unable to process their previous order, and the charges were never processed.  If our customer has any additional questions, they are welcome to contact our customer care department. 
  

  Regards, 
  Vivid Seats

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the day I purchased my tickets, Vivid Seats website displayed a message stating that only 4 tickets were left at the $149 price level. Concerned they would sell out, I bought two tickets immediately. After taxes and fees, my total came to $451.08.Since then, the number of available tickets has increased to 28, and the price has dropped to $59 per ticket, or $171 total after fees. I contacted Vivid Seats to request a refund or price adjustment and was told all sales are final, despite the fact that I was misled by false urgency marketing. I have since filed a dispute with my credit card company on grounds of deceptive advertising.I am not upset that the price dropped I understand prices can change. What I object to is the manipulative only 4 left messaging, which influenced my purchase under false pretenses. I believe this violates basic consumer fairness.Desired Outcome:I am requesting a refund of the difference between what I paid ($451.08) and the current price ($171), totaling $280.08, or a full refund and cancellation of my order. I hope Vivid Seats will make this right and prevent misleading scarcity tactics from being used in the future.

  

  Business Response

  Date: 04/24/2025

  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.
  
  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. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of varied, changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may be higher or lower than that original amount. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats, which are collected to maintain operational functionality and ensure all orders placed with Vivid Seats are fulfilled in accordance with our 100% Buyer Guarantee. 
  
  In this case, our customer selected a ticket listing priced at $149.00 per ticket. During the checkout process the listing price, the ticket quantity, any applicable fees, and the full order total of $149.00 were available for the customer to review prior to placing their order. We maintain that these pertinent order details were agreed to when the customer selected "Place Order," thus agreeing to our 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

• Initial Complaint

  Date:04/14/2025

  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.

  I feel exploited by a charge of $763.40 from Vivid Seats, which I believe was conducted under misleading circumstances (falsely advertised ticket-release date, one day before actual release) and without transparent or fair consumer practices.Despite multiple attempts to resolve this matter directly with the vendor, I have been unable to reach a satisfactory resolution. I was not provided with any cancellation policy or confirmation at the time of purchase, and communications from the vendor were significantly delayed. Lack of transparency during the purchase process No opportunity to review or consent to an "all sales final" policy before the charge Use of urgency tactics and misleading information during the transaction Delayed confirmations and lack of responsiveness from the vendor Please find below a detailed timeline of events:

  

  Business Response

  Date: 04/24/2025

  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. ? 
  

  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 $763.40 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 $763.40. All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order; at which time their order was complete and submitted to the seller for confirmation.
  

  As a secondary ticket marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office. Our role is to act as an intermediary between fans and ticket holders. 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. It should also be noted, tickets for our customer's event were transferred electronically through a third-party platform to the email address they provided during checkout on 2/21/25 at 10:05 AM CST. The email customer received contains instructions and a link to claim their tickets
  

  In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.
  

  Regards,

  Vivid Seats

• Initial Complaint

  Date:04/12/2025

  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.

  Hello My son and I were comparing prices to purchase tickets to a sporting event. ************************ does not allow transparency into the fees when you are viewing through a mobile phone. In this particular instance, this was an iPhone. I immediately contacted support. Support advised me that I was incorrect and that a full breakdown was provided. A screen print was taken prior. I realize and appreciate that. The only option says place order however transparency, showing full totals is always provided before an actual order is placed. While I understand as an adult that clicking a place order button is binding this order was submitted by my son again while we were comparing prices. When he sent me the screen print, I asked him what is the full total and thats when the order went through because the only option All websites show transparency in the fees. My son expected a review screen, and there was no such thing. I contacted support immediately and they insisted that we were made aware of the prior to purchasing. On the screen:Base value of the tickets Payment method Billing address Delivery method Contact details Code The only option on this screen is the purchase button. There is no review showing all of the fees. This is predatory. There is no transparency. The only option he had was place order. I am including a screen print showing the final screen, which does not provide any transparency. This is highly predatory. We feel very taken advantage of.

  

  Business Response

  Date: 04/23/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer service while upholding our terms of use.     
  
  
  Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for ************* at ****************** they continued to the Login page which displayed a detailed order summary on the right side. 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 $341.06 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 $341.06. All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order, at which time their order was complete.     
  
  
  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 our customer receives their tickets in a timely fashion, 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: 04/23/2025

   
  Complaint: 23196315
  
  I am rejecting this response because: as stated originally, no breakdown was provided further. I also provided a screen print, reflecting, as such again this will transaction was attempted through Safari on an iPhone. No transparency in the fees were provided until after the order was placed. Kindly refer to my screen print. Once again, the check out experience is very different from online from a computer compared to the mobile website. I advised this multiple times and your agent insisted that they attempted to place an order and they were able to see the breakdown. That was not the case what I made this purchase.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/05/2025

  Thank you for responding. We appreciate the opportunity to provide further clarification. Although our customer claims that the pricing or our "all sales final" policy was not clearly disclosed during checkout, that is inaccurate. As previously stated, when our customer selected the tickets they were interested in, they were taken to the checkout page, in order to view an itemized breakdown you must fill out the billing and payment information, along with selecting to add or decline ticket insurance (not shown in the customer's screenshot). Once all the necessary information is input, the customer is able to select the drop down to view the itemized breakdown prior to placing their order via our app. At this time, we continue to consider this matter closed. If the customer has any additional concerns regarding their order, we encourage them to reach out to the customer service department so that they may be addressed.   
  
  
  Regards, 
  Vivid Seats 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23196315
  
  I am rejecting this response because: as stated in my previous communication, this transaction was completed on an iPhone via Safari. The companies response refers to an app. An app was not leveraged, and once again the screen print that I provided is the only data that is shown prior to placing order. Therefore, there was no transparency.

  I would like the Business to provide a sample of the final screen where it says place order that shows the transparency. As this is exactly what I have provided, which disproves their statements.

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

• Initial Complaint

  Date:04/12/2025

  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.

  Purchased two tickets totaling $594.50 on March 5th. After waiting in the line at the venue , security closed the doors and told everyone else to leave. Vivid Seats customer representatives are no help !

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, were committed to providing the best possible customer 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.
  
  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.  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 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:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought tickets on Vivid Seats for the Inter Miami game on 26th April. It has just been rescheduled to 27th April and I can no longer make it. They refuse to refund the tickets. I can also not get a refund direct from ***********. They won't contact the seller for a refund. I can't resell on their site due to "restrictions". I can't resell on other sites as they only allow resale of tickets bought from them. I seem to have no option but to lose $719.92 as a result of the date change.

  

  Business Response

  Date: 04/24/2025

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

  Once our customer selected the event they were interested in for ********* at **************, they were able to see all the listings available for purchase along with their respective price per ticket and delivery method. Once they selected the listing that they were interested in purchasing, they were taken to a page that provides a detailed order summary, including the total ticket price inclusive of fees, and discloses any applicable listing notes. On this page, the customer was also prompted to select the quantity of tickets that they desired to purchase. After our customer selected their quantity of tickets and hit the "Continue" button, they were taken to the final page of checkout where an order summary of the event details and pricing details was displayed. Just above the "Place Order" button, our customer's order total of $719.92 was displayed in large bold text. Just beneath the order total, our customer was presented with the message "By placing order, you agree to our sales terms and Reward Program terms. All sales are final and are in USD." Our customer then proceeded to select Place Order, at which time they agreed to our sales term and completed the order. 
  

  We understand the customer has since indicated that they will no longer be able to attend the event. However, it should be noted that the customer cannot receive a refund for rescheduled events per the agreed-to terms and conditions which state: If an event is postponed or rescheduled, your order will not qualify for a refund and your tickets will be valid for the rescheduled date. Our sales policies, including our all sales are final policy, are disclosed throughout the purchase processfrom a notice on every ticket page to a sales terms statement displayed at checkout with the message All sales are final. All prices are listed in US Dollars (USD).  
  

  It should also be noted, tickets for our customer's event were transferred electronically through a third-party platform to the email address they provided during checkout on 4/23/25 a 10:09 AM CST. The email customer received contains instructions and a link to claim their tickets. Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, 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