Complaints for Vivid Seats, LLC in Chicago, IL

Complaints	Type of response
2	Making a full refund, as the consumer requested
0	Making a partial refund
7	Agreed to make an adjustment
0	Refusing to make an adjustment
12	Refuse to adjust, relying on terms of agreement
19	Unanswered

40 complaints against Vivid Seats, LLC

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3/26/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $246.88 Amount Settled: $0.00

Customer Complaint

3/1/2024

I purchased tickets for the SZA concert in Tampa Florida back September 22, 2023. The concert was supposed to start at 8 PM and the reason that I purchased the tickets to vivid seats was because of their guarantee that we would have the tickets prior to the event so that we can get into the event on time to my surprise not only did I not receive the tickets through my email, but when I called back to see where they were, I was informed that they were sent to me after the concert start time, now I was very shocked because one of the reasons why I did purchase them was because they had this guarantee that you know you will get your ticket prior to the event start time or your money back 100 guarantee that did not happen still to this day. I've been going back-and-forth with vivid seats with my bank. PayPal and vivid seats is still disputing the fact that they sent the ticket to me on time And they're not responsible. I need them to step up and take responsibility for the fact that they did not send me this ticket and time for the event and I need to be refunded. When I called the seats, I cannot get a clear answer. I can't get transferred over to any type of manager supervisor anyone in the dispute department I keep being told that I'm going to be emailed and kept a breast as to what the status is on my claim And let's just say none of this has happened and I have disputed discharge at least three times since September I need answers and I need for them to make this right. Resolution Sought I am requesting a refund in the amount of $246.88. This is their guarantee posted on their website!!!! 100 Buyer Guarantee Designed to give you full peace-of-mind, safety, and security Your transaction will be safe and secure We believe your private and personal information should remain private and personal. We use established industry standards for privacy and security to ensure your transactions are safe and secure. We do not share your credit card information with the broker or i

Company Response

3/13/2024

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, we're 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 orders on 9/22/23 at 7:44 PM EST and their event will take place on 9/22/23 which started at 8:00 PM EST. They contacted us saying they didn't have their tickets, and our agents explained that order would be delivered as soon as possible. In the case of the delivered tickets, our customer received them 16 minutes after the order was placed, which is within our terms. Prior to receiving this claim, we thoroughly discussed this matter with our customer. We maintain that our customer will receive 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

2/15/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $702.00 Amount Settled: $0.00

Customer Complaint

1/25/2024

I purchased a ticket to see Wicked on Knoxville TN. When I arrived at my seat 2 speakers on top of each other and set design blocked my view of part of the stage. Whenever the actors were on the right side of the stage I could not see anything that was happening. I contacted Vivid Seats for a partial refund but they decided that musical equipment would not block my view. Of course 2 big black speakers would block my view I could not see over them or around them.I told them that it did and that they should have noted on the ticket that the view was partially obstructed and I would not have bought the ticket if that had been noted. They are not fairly describing there tickets. Resolution Sought I would like at least a partial refund since I could only see half of the play

Company Response

2/2/2024

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, we’re committed to providing the best possible customer service while upholding our terms of use. As a secondary ticket marketplace, listings and disclosures are made as accurate as possible to the primary marketplace. As such, if seats are not considered obstructed by the venue nor the primary ticket marketplace, Vivid Seats does not recognize them as obstructed either. On January 14th, the day after the event, the customer contacted our customer care team to report that audio equipment was between them and the performance area. Audio and visual equipment is not considered an obstruction by the majority of venues, and as such is often not listed as obstructed by the primary marketplace. If disclosures such as obstructed view are made by the venue, sellers using our platform will also disclose that information in their listing. Prior to receiving this claim we thoroughly discussed this matter with our customer. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards, Vivid Seats

Customer Rebuttal

2/6/2024

I do not agree 2 large speakers on top of each other horizontal when right in front of me definitely blocked my view I could not see half the play when the actors were on the side of the stage I was sitting on they were totally blocked. I feel if a customer is not satisfied with a purchase that the company should make things right so I feel I should at least get a partial refund. I would not have bought the ticket if I had been warned that my view was partially blocked.

Company Final Response

2/13/2024

Thank you for responding. As was outlined in our previous response, we must adhere to the categorization of obstructed view as defined by the venue. Because no new information regarding their experience has been provided, we must refer to our stance as stated in our previous correspondence. If our customer has additional concerns outside of the scope of this specific complaint, we encourage them to contact our customer care team directly so that they may be addressed. As such, we will continue to consider this matter closed. Regards, Vivid Seats

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