Business Profile

Travel Agency

Vegas.com, LLC

Complaints

This profile includes complaints for Vegas.com, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

29 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sunday, 03/23/2025 one night accommodation in ********** *********. Vegas.com failed to make the reservation (Rio staff didn't find the reservation in their database. After hours of waiting and research, staff created a new reservation for me. Vegas.com order confirmation #VC-00EH4H61 was never found and never used. Therefore since there was no service provided; Im requesting $26.68 total refund charged to my credit card.Overwhelming supporting documentation sent via email (two emails)***************************************************************
Business Response
Date: 04/08/2025
Hello,

We sincerely apologize for the issue you encountered at the ***. At VEGAS.com, we take our role in customer service very seriously. Not all Vegas experiences are the same, and your feedback helps us improve the products and services we offer.

We have attempted to refund the reservation but due to a chargeback being filed we are unable to issue a refund.
Please contact your back for details regarding the chargeback process.

Sincerely,

VEGAS.com
Customer Answer
Date: 04/08/2025

Complaint: 23176738

I am rejecting this response because: I contacted my **** and there isnt any credit in process from Vegas.com.
In the meantime, I received an email from Vegas.com asking me to contact my bank (********* ****) for the refund. Expect both e mails via separate emails, if Im unable to attach them here.

Sincerely,

****** ******
Business Response
Date: 04/10/2025
Hello,
We sincerely apologize for the issue you encountered at the ***. At VEGAS.com, we take our role in customer service very seriously.
Not all Vegas experiences are the same, and your feedback helps us improve the products and services we offer.
We have attempted to refund the reservation but due to a chargeback being filed we are unable to issue a refund. We show that the chargeback process started 4/7. Please contact your back for details regarding the chargeback process.
Sincerely,
VEGAS.com
Customer Answer
Date: 04/10/2025

Complaint: 23176738

I am rejecting this response because:
Vegas com has set a precedent of unfair business practices. I demand this shady business to stop playing games. If it wasn't that I have filed complaints, an honorable business would have refunded my money. I started complaining since they didn't hold the end of the bargain. My bank/visa are expecting Vegas.com to reverse the charge to settle the matter This inquiry is not over until I see the fraudulent charge as a credit in my **** card.
This is a matter of principle. They failed to deliver the service. I'm entitled to the full refund.
I have been double charged by Rio (rightfully so). Rio shame of you for daring to robbed me of my hard earn money.

Sincerely,

****** ******
Business Response
Date: 04/11/2025
Again, we are unable to process a refund because of the payment dispute you initiated with your bank. We'd be more than happy to issue the refund of $26.68 however, the payment dispute you initiated with your bank has tied up the funds and now delayed the refund process. Contact your bank for better clarification of the dispute process and to close out the dispute so that we may process the refund.
Business Response
Date: 04/11/2025
$26.68 has been refunded as requested. Please refer back to your bank for any provisional credits that they may have issued you as they may be reversed by the issuing bank.
Customer Answer
Date: 04/14/2025

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. After checking my online statement and calling ********* **** to verify that the credit was indeed posted to my account
Thanks BBB for the outstanding job protecting consumer rights
Please proceed by closing the complaint.

Sincerely,

****** ******
Initial Complaint
Date:04/03/2025
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 4 tickets on Vegas.com at March 31, and got email confirmation noting that I would receive the tickets on April 2. I contacted customer service of ********************** by email twice today, April 2. ***** *. then ****** *** replied my email .Told me the seller was working on my tickets and I would get them no later than the end of today (CST time), which I waited until midnight now and didnt get them.I cant afford going to ***** tomorrow without the electronic tickets in hand, as my phone signals were poor according to my previous experience . Had to buy the same show tickets through another app.
Business Response
Date: 04/03/2025
We apologize for the inconvenience and will be processing a full refund. Guest can expect the refund to post in approximately three to five Business days
Initial Complaint
Date:03/31/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently bought tickets to a ***** cloud show on March 25th. Best seats. I arrive and when I get to my seat there is other people sitting there. they then tell me my tickets were cancelled. Never was informed. And no refund. After arguing cause I have tickets and now show has started I go to harrahs customer service desk at the box office and omg what a horrible experience. They did nothing. They were blaming me. Like I did somthing wrong. Oh by the way. 12 of us were standing there complaining. It happened to more than just me. The women who was helping us was not dressed properly to be a manager and I knew there was nothing they would do for us. They told me. I had to call Vegas .com and ask for a refund. lol. So I buy tickets 3 months ahead of time and my tickets get cancelled and I know stuff happens. But they offered nothing. No comp. No nothing. Sorry. Your outbid luck. Well harrahs is done. I stay there a lot also. In ************* also. Just horrible customer service.
Business Response
Date: 03/31/2025
We apologize for the inconvenience it appears that we received notice from the box office stating the show was initially cancelled but then learned it should not have been cancelled and was placed back on sale as a result anyone who had tickets for when it was cancelled were automatically refunded. And when the seats were placed back on sale; that is what allowed the duplicate seating. We've attempted to contact guest via phone and was only able to receive VM. Guest has been refunded in full, and I will be sending them an email with a Future use Promotional code as an apology for the mishap
Customer Answer
Date: 04/08/2025

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:03/07/2025
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.
Booked via Vegas.com, for a specific room. When I arrived there were no rooms. I was put in a different room. Not only that the hotel is not secure. There is no card check at elevators or floors so anyone can come in, as a woman traveling alone this is unacceptable. I was put in a room above a night club and you could hear the music clearly. When I went to the front desk they didnt care. They put me in another room and I could hear the people above me and next door to me all night. I barely slept. This place is horrendous and I wouldnt recommend it to anyone.
Business Response
Date: 03/07/2025
Hello,

We sincerely apologize for the issues you encountered at ***************. At VEGAS.com, we take our role in customer service very seriously. Not all Vegas experiences are the same, and your feedback helps us improve the products and services we offer.

We understand that an apology or explanation doesnt always reverse a negative experience, but we hope youll give our town another chance. As a token of our appreciation, we have issue a full refund back to the original form of payment.
Please allow 7 to 10 business days for the refund to post.
Thank you for your understanding and we hope to see you in ***** soon!

Sincerely,

VEGAS.com
Business Response
Date: 03/21/2025
A full refund was issued back to the guest on 3/7/25
Initial Complaint
Date:12/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased these tickets with full intent of attending the event. However, the show was rescheduled 4+ months after my trip. I was not traveling for this concert, I was simply going to attend since it lined up with my existing trip. I contacted them multiple times regarding a refund or how to process this, since I am not the one who moved the show, and am now being penalized for it. I was told by one rep to contact them again within 60 days of the event for a refund, when I did so, I was simply told Im out of luck. I spent almost 700 dollars on these tickets and the fact that nobody wants to even try to help since their policy only helps people if the event is cancelled. This seems like a scummy policy to take advantage of the consumer. I was told multiple conflicting things from multiple reps. ** this is not addressed I will take further action. Im not asking for free stuff, I am simply asking for my money back due to as situation that was not caused by me, and is out of my control.
Business Response
Date: 12/17/2024
Hello,

We sincerely apologize for the issue you encountered with receiving your refund for the cancelled concert. At VEGAS.com, we take our role in customer service very seriously. Not all Vegas experiences are the same, and your feedback helps us improve the products and services we offer.

We understand that an apology or explanation doesnt always reverse a negative experience, but we hope youll give our town another chance.
We have issued a full refund. Please allow 7 to 10 business days for the refund to post back to the original form of payment

Sincerely,

Your Friends at VEGAS.com
Customer Answer
Date: 12/17/2024
I just wanted to get some clarification on this resolution before I give formal response.

The business stated they would be issuing a refund for the provided order to original payment method. However, in the case details I am seeing under refund/ settlement, it says none provided and no amounts or anything are tied to the case. Do they just take care of the refund internally? I just wanted to make sure I will actually receive this refund if I accept the resolution before it processes. and confirm the conflicting case resolution. Thank you so much for your help
Customer Answer
Date: 12/17/2024

Complaint: 22697861

I am rejecting this response because:

I just wanted to get some clarification on this resolution before I give formal response.
The business stated they would be issuing a refund for the provided order to original payment method. However, in the case details I am seeing under refund/ settlement, it says none provided and no amounts or anything are tied to the case. Do they just take care of the refund internally? I just wanted to make sure I will actually receive this refund if I accept the resolution before it processes. and confirm the conflicting case resolution. Thank you so much for your help

Sincerely,

***** *******
Business Response
Date: 12/17/2024
Hello
A full refund was issued back to the credit card.
Customer Answer
Date: 12/17/2024

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. Thank you for helping facilitate a refund and resolution.

Sincerely,

***** *******
Initial Complaint
Date:10/31/2024
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.
1. Vegas.com advertised this show as "Is ***** *********** family-friendly?Yes, ***** *********** is suitable for children, but they must be 5 years of age or older to attend."The show was absolutely not family friendly. There was highly sexualized conversation throughout the show.2. Vegas.com hides the reviews on the mobile site. You can't read the thousands of reviews to make a well informed decision. I asked customer service about this and they had no answer. It makes it look like the show is amazing but it shows about 5 positive reviews when there are actually thousands of reviews and significant negative ones. The tickets were purchased on the mobile site and that hiding was very deceptive.
Business Response
Date: 11/05/2024
Hello,

We sincerely apologize for the issue you encountered at with the ***** *********** performance. At VEGAS.com, we take our role in customer service very seriously. Not all Vegas experiences are the same, and your feedback helps us improve the products and services we offer.

We understand that an apology or explanation doesnt always reverse a negative experience, but we hope youll give our town another chance. A full refund has been issued. Please allow 7 to 10 business days for the refund to post.

Sincerely,

Your Friends at VEGAS.com
Initial Complaint
Date:08/27/2024
Type:Sales and Advertising 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 purchased tickets on August 26, 2024 for a show through Vegas.com,(order# ********) the tickets were available through Ticketmaster (order# ****-0549-6286-0396-5). The show was for ************************* at the ************** at the ************** in *********, ** for October 4, 2024 at 10:30 pm. I received an email from both Vegas.com and Ticketmaster alerting me that the event was rescheduled to January 10, 2025 at 10:30 at the same venue. When I called to request a refund from both Vegas.com and Ticketmaster, I was told by both company's customer support department that because the show was not cancelled, it was rescheduled, it would be my responsibility to resale the tickets on a website that offers to sell tickets. I live in ********* and I am going to be in ********* in October, not January. I think it's appalling that they don't have an option for refusing to refund the cost of the tickets because they changed to day of the show. I even asked if I could get a credit and I would find a different show to got to while I'm there, but that was not an option either. I think that the customer service with these types of companies should be a little more flexible when something like this happens. Because most venues want you to purchase tickets online and have electronic tickets, having this policy is unfair to consumers. I was told by my credit card ( transaction was on 8/23/24 description is Tickets************************** ************ DE, which was a call center for Vegas.com) company that I can file a dispute on the day of the event, not before. I really don't know if there is any help that you can provide, but I respectfully request assistance.
Business Response
Date: 08/27/2024
Good morning,
We have spoken to *********************** and advised her to send the tickets to the email address that we provided her with, once that is completed, she will receive a full refund within 7 to 10 business days.
Thank you
Vegas.com
Customer Answer
Date: 08/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:07/22/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased two tickets for a show at the sphere in ********* from this site. When purchased, I was told via email that the tickets would be sent to me the next day.The next morning I received a call from Vivid Seats representative who said that the seller is requesting to provide me alternative seats then what I purchased. These seats are in the same section, but four rows closer. I replied with no problem.A link was sent to me to claim my seats. However, when I received this link, it did not work. I responded to my order email with Vegas.com and they sent me a new link, which when clicked said tickets have been claimed by another emailFrom there I proceeded to trade emails back and forth (12 total emails) between Vegas.com and Ticketmaster. The only resolution I could get was let me resend the link and try logging out if your account and logging back in. This was said to me close to 50 times. Also, use a different divide, open in a different browser were suggested.The day of the show I called in, as we only had a few hours before the show began and still no tickets. Literally 3.5 hours were spent on the phone with them while I am supposed to be in ***** enjoying my vacation. Sitting on hold for hours as they sincerely apologized and suggested that I try clicking the link again. They refused to resend the money to me and cancel the order as they said I have spreads claimed the tickets.I went to the box office at the show and informed them what is happening. The lady there spent 40 minutes trying to talk with them over the phone as well, explaining to them that the links do not work, and the tickets have already been claimed is not valid. She looked in their system and the seats were under another name (the seller). My name and email were not in the system at all. The ticket attendant at the venue was getting frustrated with her as well. Vegas.com continued to refuse to refund the order, as they claimed I had the tickets.
Business Response
Date: 07/23/2024
Hello,
I called and spoke with ********************* and advised him a full refund was processed on 7/17/24. ***** acknowledge receipt of the refund. During our discussion ***** also accepted a $100 Promo Code that was offered to him. I will be sending that out to him later today.
Thank you for the opportunity to address and correct this issue.
GK.
Customer Service at **********************
Initial Complaint
Date:07/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased multiple sets of tickets from vegas.com One of them came through fine with the tickets transferred to me. For this transaction though, I never received the ACTUAL TICKETS from them. They tried to send me a URL from a company not involved in the ticketing process. They sent IMAGES of the actual tickets, but did not transfer actual ownership. I am unable to download these to my apple wallet, if the event is cancelled, I have no recourse. I cannot resell them, as I do not actually have the tickets. Providing me images on a hosted URL and not sending the actual tickets is similar to selling an oil painting to someone and delivering a polaroid picture of the painting and expecting full payment. This is either intentional fraud or negligent business practice. I want no part in it and have wasted 10+ hours trying to resolve this on phone calls and over email.
Business Response
Date: 08/01/2024
Hello, I contacted Vivid Seats and confirmed that a full refund has been processed. The guest submitted a chargeback request through their bank which was approved.
Customer Answer
Date: 08/16/2024
Thanks much. This has been resolved to our satisfaction. Apologies for the delay.
Initial Complaint
Date:06/05/2024
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 4/8/24 I ordered tickets through Vegas.com order#******** for $733.90 to see *********************** on 5/4/24 at the ************** *********. At the show my E tickets were scanned INVALID. Was asked to move from the area that we were blocking entrance,after the crowd entered,we entered again thickets again still INVALID,was told to go to the box office,they said my tickets were valid back & forth 6 time from box office to show entrance every time INVALID. ********** printed paper tickets & still scanned invalid to enter the show. I disputed the charge through my *********** card and the letter from Vegas.com does not state anything about the tickets I have Purchased being INVALID. The letter from Vegas.com only shows how to order the tickets. I don't understand how Vegas.com can sell INVALID tickets. I work hard for my income and want a full refund.
Business Response
Date: 06/19/2024
As it currently stands, we see that the guest has filed a dispute with their bank, and it appears they have reached a resolution through the chargeback investigation process. We encourage the guest to reach out to the bank to confirm resolution.

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