ComplaintsforVivid Seats LLC

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - On 10/15/24, I used the Vivid Seats mobile app and I paid $527.24 for two tickets to the 8.00pm **************** Kooza in ******************. They sent me an order confirmation - On 10/16/24, they sent me another email asking me to take action and retrieve my ticket from another app AXS so that I can get a ** code. I followed the process which I had done once before with success and I did NOT get a ** code for my ticket.- I went to the show on 10/23/24 hoping that even though I couldn't get the ** code, because the tickets were properly procured it would be in the system at the venue. - The cirque du soliel venue were not able to confirm my ticket and I spent 1hr in the cold waiting for a resolution including calling the Vivid seats support line and chat line - They apologized profusely and promised to resolve the matter by refunding me my ticket as i did not consume the experience I paid for.- I had spent an additional $220 on an **** ride getting me and my date to the venue and more returning home disappointed.- On 11/1/2024 - Vivid seats now tells me they have done an internal investigation and that from their system the tickets were transferred and so they will not be refunding me.- They treated me so poorly like, it wasn't bad enough that they ruined my evening but they expect me to just buzz-off like some annoying fly...... they stole from me.- I WANT MY REFUND ****** what world is it okay for the consumer to bear the financial risk of a faulty app or software of a service provider? This is NOT acceptable and the masses need to be warned. On Ticketmaster for example, this would never happen and they would go through lengths to ensure the customer was sorted. I will never use ********************** again and will never refer them. I have suffered too much and I need my refund - period.***** ******. Order#********

  

  Business response

  11/12/2024

  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. In this case, tickets for our customer's event were transferred to them electronically through a third-party platform on 10/16/2024, the day after their order was confirmed. 
  
  If our customers encounter any issues with accessing their tickets through their transfer link, we always welcome them to contact our care team for troubleshooting. Please note that we received no contact from our customer regarding any issues with their order until after their event had already passed. Had they contacted prior to the event appropriate assistance may have been provided to resolve this matter. We understand our customer may ultimately have experienced issues with the third party platform; however, valid documentation was obtained which confirms the correct tickets were transferred to the email address provided by the customer. As such, the ticket delivery was marked as completed.  
   
  Since 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 our customer's order was considered appropriately fulfilled they do not qualify for compensation at this time. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. As it stands we consider this matter closed 
  
  Regards,
  Vivid Seats 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered tickets but the site duplicated the order! It took me an hour to contact the company.they admitted it could be a duplicate request but would not do anything to cancel it! They gave me the run around and refused to cancel the second order which had a different address that I have never had! It was totally fraudulent and would not work with me to get it resolved! I called customer service at least 4 time! One time they just hung up on me! I dont believe they are a legit company! I feel scammed out of my cash!

  

  Business response

  11/11/2024

  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 ***** the Creator 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, seat information, delivery and service fees, and the total charge of [$470.64 & $447.60] highlighted in bold text. Below this section, you are able to input any promotional codes, or gift card codes by clicking Apply promo, gift card, or Rewards Cash. Once all appropriate information is fill in at checkout, under the Apply promo, gift card, or Rewards Cash section our customer had the option to click on Show Pricing Details and review all fees and charges.  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 [$470.64 & $447.60] All prices in US Dollars. All sales are final. Our customer then proceeded to select Place Order, at which time their order was complete.       

  
  Although our customer claims that they were not aware that their second order was processed, it is important to know that prior to placing two orders for the same event on our site, our system recognizes the duplicate order and notifies our customer, at which point they have to click to agree to place a duplicate order, before they complete their purchase. Additionally, the first order our customer placed was immediately confirmed and they received a confirmation email, even though our customer confirmed they entered the incorrect email for their first order. At this time, both of our customers orders have been fulfill accordingly, therefore we must abide by our All Sales Are Final policy. 

  
  Prior to receiving this claim, we thoroughly discussed this matter with our customer to address all their concerns. As such, we consider this matter resolved. If our customer has any additional concerns regarding their orders, we encourage them to contact our customer service team.   
    
    
  Regards,  
  Vivid Seats   

  Customer response

  11/12/2024

   
  Complaint: 22495073
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a ticket for a concert in ******* with a discount code provided and the discount applied. It said my total was $95.45 and I clicked accept and pay and was charged $120.45. I emailed them about the discrepancy and have gone back and forth with them for a week now where they basically told me they wont credit me the money but to use it to buy another ticket which I dont trust to do it again. Theyve had a different person email me back every time.

  

  Business response

  11/07/2024

  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.
  
  We are happy to address our customer's concerns regarding their claim that their order total was not displayed prior to placing their order. Our website is entirely user-driven, and no order can be placed without our customer having been made aware of all order and pricing details. When our customer selected their desired tickets, they were taken to our checkout page. From there, an itemized order breakdown was displayed on the right hand side of the web page, which clearly displayed the price per ticket, all fees, and the total price in bold text. When prompted to place their order, the following text was displayed above the "place order" button: "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 $120.45. All prices in US Dollars. All sales are final." Our customer then proceeded to select Place Order, at which time their order was complete.

  Our records indicate promotional code "DNXM5WCK" was to deduct $25 off $150 or more before taxes. With an order total of $120.45 our system recognized it did not quality per our promotional code terms. This code will remain valid as long as our customer meets the necessary requirements. 
  
  Prior to receiving this claim we thoroughly discussed this matter with our customer. As all order details in question were accessible 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 response

  11/08/2024

   
  Complaint: 22493275
  
  I am rejecting this response because:

  the amount show in the price breakdown was ***** when I clicked accept and pay as shown in the screenshot. If it were true that it had to be over $130, then the promo shouldnt have been applied at all, correct? I will provide the screenshot one more time showing the price I saw and accepted and paid. Im not sure why this is so difficult to see. 
  
  Sincerely,
  
  ***** *********

  

  Business response

  11/15/2024

  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 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

  Customer response

  11/18/2024

   
  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. I also note that they should have any discount codes that they will not honor automatically not apply like any normal business would. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 18, 2023, I placed an order with Vivid Seats [Order #********] for the ****** ***** concert in ***** on October 18, 2024. I paid $4607.70 for two tickets. Based on the ticket guarantee provided by Vivid Seats, I paid for flights across the country and lodging in *****. I flew to ***** with my 9 year old daughter to arrive at the ****** ***** show on October 18th, 2024 and be denied access entry to the stadium, because the tickets provided to be by Vivid Seats were not valid. The mobile ticket agents at the gate told me the tickets were fraudulently transferred to me. I spent an hour outside the show with Vivid Seats the night of the concert begging them to make it right with tickets that worked to allow my daughter and I entry to the concert- all the while having my 9 year old daughter in tow. Vivid Seats did nothing to rectify the situation and did not provide me with tickets that worked. All I wanted were tickets that worked. I requested a refund after Vivid Seats told me that they could not provide me any tickets to enter the concert. I was promised an investigation and resolution within 3-5 working days. I have received zero proactive outreach from Vivid Seats and initiated contact with them on October 20th, which I was told to be patient and wait 3-5 business days, I reached out to them again on October 23rd and told to wait. I reached out again on October 25th, reminded Vivid Seats it had been 5 business days and I still have not received a refund. They told me they would be in touch early the week of October 28th. I have not heard from Vivid Seats, it has been 12 days since I was denied access to the concert and 8 business days. I demand a refund for the tickets that they provided me and did not work. My 9-year-old daughter and I were stranded outside of the ****** ***** concert after spending $4607.70 for two ****** ***** tickets that did not work and to receive no help from Vivid Seats the day of the show.

  

  Business response

  11/07/2024

  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 had opened an investigation into our customer's reported claim. Please note that our customer was made aware that they would be notified when this investigation was concluded. 
  
  At this time we have extended our customer a courtesy resolution in the interest of customer service. We are pleased to have provided an amicable resolution and would like to apologize for the issue our customer experienced. 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

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered tickets to the **** game vs ****** I needed a parking ticket. I had season ticket passes so I was plowed to show up at 5pm when the arena opened. Order a parking ticket at vivid. They never sent the tickets I called I told them my problem they said 3rd party vendor sent the tickets but they never did I wasnt able to get in I had to purchase new tickets and vivid refused to refund

  

  Business response

  11/07/2024

  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 10/28/24 and their event took place on 10/28/24. 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 because claimed their tickets were not in their account. Our records indicated that the tickets were transferred to our customer's email address immediately after purchase and documentation of the initial ticket transfer is documented on the order. 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 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        

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/25/24 I bought a ticket for a Bulls versus Bucks game for $570.25 and was sent as supposed to ticket via Vivid Seats app. When I tried accessing our ticket on the Vivid Seats app, I had the option to view my ticket or send a copy of the ticket to my email. I tried sending a copy of the ticket to my email and was able to download a *** copy of the supposed ticket. When I tried opening the *** file, both tickets were in the form of a ** code which we didnt presented to the ticketing gate of the venue. We were told that those tickets were invalid , and that we have to contact Vivid Seats to try to have them. Send us a copy of the ticket besides the ** code. At that time, it was 6:29 PM, more than 30 minutes prior to the event starting. I was then in contact with a representative from vivid Seats alive chat, which went on for about 40 minutes. During that time, the representative continues to reassure me that the ticket is being worked on by a team. After the event have started, I then proceeded to ask the representative to instead provide us with the refund. At this point, the representative stated that further investigation needs to be conducted and that he will send me an email which includes a form to help with the investigation. Unfortunately, I did not receive any promised email with any forms that was previously mentioned. I then proceeded to again request for a refund as , their website which is also included in the ticket from the Vivid Seats app, which states that the customer is guaranteed a cash refund if a valid ticket is not provided in time prior to the event.

  

  Business response

  11/05/2024

  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. Our customer was made aware of this investigation and was informed they would be notified once it had concluded.
  
  At this time the investigation has been closed and our customer's order as refunded in full. We are pleased to have provided an amicable resolution but also would like to note that, despite this resolution our customer has filed a dispute with their financial institution regarding their order. We now consider this matter thoroughly addressed and closed. If the customer has any questions regarding their dispute we recommend they contact their financial intuition. 
  
  Regards,
  Vivid Seats 

  Customer response

  11/06/2024

   
  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

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ticket to the ***** game at 3:39pm on 10/23/2024. I could not access the tickets. I spoke with a *** who stated I needed to keep trying. I kept trying and getting the same error. The game started at 7:30pm. At 7:52pm I contacted Viviadseat *** and and requested a refund due to the error. they wanted me to keep trying. I stated I wanted to speak to a supervisor and I was told no. I stated the game has started I could not obtain tickets due to error and that I would like a refund. I was told no and to keep trying. Screenshot are provided.

  

  Business response

  11/02/2024

  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 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

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tickets that specified section 115 and row 32. Six seats were to be provided together. Per the terms of the website they would be in this section and together because they were not listed as otherwise. The seats that were provided were in another section and split. The seats were in section 114 and on Row 21 seats 7,8 and row 22 seats *****. I did not accept this as comparable per their terms and disputed this with their customer care team per the chat. They did not honor my request to have this fixed with either a block of 6 together or a refund. I am requesting help with a refund.

  

  Business response

  11/01/2024

  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. 
  
  On 3/7/2024 our customer placed an order for six tickets to the ********************** at ************ Football game. The listing selected included a "Seat Saver" disclosure which is visible in the notes on the order summary included in the documents our customer has provided. Please note that for this type of listing neither the customer nor ********************** are able to request a specific seat location from the seller. Also visible in these documents are the terms which indicate that "all tickets for reserved seating that are purchased in the same transaction will be side-by-side, unless otherwise stated in the ticket listing notes*."
  
  We consider the order in question to have been fulfilled correctly in accordance with our Terms of Use (*******************************************************************) under which it is stated that, for Seat Saver listings "we guarantee that your tickets will be within the listed zone or section listed or one comparable and that you will receive these tickets in time for the event or your money back. Orders exceeding four tickets may be split up into different rows within the requested zone or section." We maintain that all order details were sufficiently displayed and agreed to prior to our customer placing their order, and 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 

  Customer response

  11/04/2024

   
  Complaint: 22464180
  
  I am rejecting this response because:
  The terminology used by vivid on their sales website is intentionally misleading. While the seller knew they did not have specific seats, the specific seats were offered as available and to me were guaranteed. The guarantee is hollow and does not meet a plain English understanding of what a Seat Saver guarantee entails. After review of the website I see multiple conflicting statements regarding the protection offered by vivid to the buyer. Specifically, the seats are not side by side as I expected - even though this was stated as a reasonable expectation, even according to your response to this complaint. They are also in another section, even though this is promised in the listing. 
  

  I am aware that the link that goes to the *** (which is at least 40 typewritten pages) contains additional language to confuse the issue. vivid would like to contradict the clearer language on their website with a hidden guarantee that only protects themselves  buyers deserve better protection from this predatory practice. This is especially true for larger orders involving more risk to the buyer that the guarantee should require specific confirmation  

  This is an undue burden on the customer to accommodate what amounts to a bait and switch practice. All of the protections are reserved for the benefit of vivid to maintain their exorbitant fees and to the protection of the sellers that feed them.

  I maintain that a refund is appropriate and am willing to pursue full available legal options if this is not resolved.

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

  

  Business response

  11/12/2024

  Thank you for this additional response and the opportunity to further clarify our policy surrounding the customer's concern. As previously stated, ********************** operates as a secondary marketplace and therefore is not affiliated with the event or venue and does not generate tickets as a primary box office. Because we merely act as an intermediary between fans and ticket holders, we must ensure that our policies are fair to both parties. Please note that our posted Buyer Guarantee ensures that valid tickets will arrive on time for the customer's event. Our Guarantee however does not cover any dissatisfaction the customer may have with the tickets they selected, nor has it ever allowed for cancellation upon request. As it presently stands the customer's order does not qualify for cancellation or compensation. We appreciate our customer's understanding throughout this matter and we will continue to honor the terms to which they agreed when placing their order. We now consider this matter closed.   
  
  Regards,
  Vivid Seats 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for (1) ticket to the *******/****** game in *********** on Sunday, October 06, 2024 at 6:44pm, and the ticket was delivered to me 2 minutes later, per their email, however, it was not delivered to my *** ballpark app, as I had checked there, as I have other tickets for the upcoming NLDS Game back in *********. Due to this issue, the Dodgers supervisor, checked *** ballpark app, and switched this from the ****** to the ******** and it was not in there either, so, she checked the Vivid app, and it showed my ticket as Placed, and Confirmed, but not Received, so she said that I would need to contact Vivid. I then called Vivid at 7:21pm, and per the agent on the phone, he has advised me that the seller did not re-transfer the tickets, and I was not aware that I had bought a ticket through seller, as this was not listed on on the ticket information. The agent advised me that he would call the seller, and the call was then disconnected, so I called again at 7:33pm, and did not reach an agent, and no agent called me back. I checked my email again, and at 7:26pm, the seller was able to transfer the tickets to the email address or phone number provided, and I checked my email again, and there was no other email and nothing to my phone, and nothing from the team, venue or primary ticket provider. (42 minutes after my purchase) I showed this email again to the ****** staff, and they advised me that they needed a bar code to let me in, and would not let me in and the ************** game ended at 8:03pm. . I am requesting a refund of $106.88 back to my **** card, as I was not able to see this game in person, due to the seller not transferring the tickets at time of purchase, and then waiting for over 42 minutes, and once he did, I still did not receive these through the *** Ballpark or Vivid app.

  

  Business response

  10/31/2024

  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 **************** at ******************* (NLDS Game 2, Los Angeles Home Game 2), 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 $106.88 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 $106.88. 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.
  

  In this case, tickets for our customer's event were transferred electronically through a third-party platform to the email address associated with the order on 10/6/24 at 8:46 PM CST.  The customer contacted our customer service team regarding issues locating their ticket transfer on 10/6/24, at which point our customer care team attempted to assist the customer in accessing their tickets. It should be noted that valid documentation was obtained that confirmed the correct tickets were transferred to the email address provided by the customer at the time of checkout, and as such, the ticket delivery was marked as completed.
  

  Since 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 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

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refund has not been received after receiving the a email on 9/24/24

  

  Business response

  10/31/2024

  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. It should be noted, a full refund was issued to their original form of payment, in this case Klarna, as of 9/24/24. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.
  

  Regards, 
  Vivid Seats 

*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. ↩