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BAtlanta, GA
Verified purchase
CoverageOnline & App
Reviewed Dec. 10, 2023
This site is a sham. Not sure how Consumer Affairs can call this company a "trustworthy online resource" when the overwhelming majority rating for this company is 1 out of 5 stars. I was looking at the pricing of tickets when, without warning or indication of purchasing, I received a message stating I had successfully purchased $1703.03 in tickets for a venue I do not want to attend.
Customer support was anything but. They say this is a "visitor-driven site" and that they can't see what the customer sees. FIX THAT! They will not refund the tickets (I didn't want to purchase) because they are a reseller and not the original seller. The representative gave me options for reselling but said there is no option for refund. I now have to pay a service fee on top of what I was charged for a purchase I don't want in order to cover my losses. On top of that, I was charged $168.45 additionally for insurance (which I didn't want to purchase).
Your website gives no indication that a purchase is about to happen. There is no warning. I selected seats to see what the cost would be. I tried to change the seats and then the site redirected me to a completely different website. I then received an email notification saying I had successfully purchased the tickets. I WAS SHOCKED! I never received any indication on the website that a purchase was about to be made. I never received any indication on the website that a purchase had been made. I am now stuck with something I don't want. VIVID SEATS, LLC is a SCAM. Run away and don't look back!
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StevenCleveland, OH
Customer Service
Reviewed Dec. 2, 2023
I wish I had known about this in 2021 when I bought 2 tickets to Monster Jam in Cleveland because I spent decent money to get good tickets for me and my stepson and was told I'd get an email with my ticket and no email was sent and the customer service is non existent as I was on hold for at least an hour and the only person I talked to said they were "transferring me" but we know what that is code for. I've gotten over the fact that they stole my money and there's nothing I can do but I don't want it to happen to someone else.
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Response from Vivid Seats
Hey Steven! We are sorry to hear about your experience in 2021. We reviewed your order, and we see that the tickets were sent to you shortly after your purchase. We are disappointed to hear that you had difficulty reaching us at that time. Currently, our hours are 8 a.m. to midnight CST. Since the tickets were transferred to you properly and we have adequate documentation showing so, we are unable to provide a refund for this order. We hope that this information is helpful. Thank you!
Resolution In Progress
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CHRISTINAWausau, WI
Verified purchase
Customer ServicePunctuality & Speed
Reviewed Dec. 1, 2023
I bought three 2 day passes to the WWE Smackdown/Survivor Series in Chicago IL 11/24/23 and 11/25/23. I received tickets to ONLY the 11/24 show and nothing for the 11/25/23 show. We traveled from out of town, stayed in a hotel, only to find out hours before the show that we did not actually have tickets for the 11/25 show. I called Vivid Seats and spent an hour on the phone with them to find out there was nothing they could do and the show was sold out. They advised they would investigate the matter and follow up with me in 3-5 days. I called them 6 days later to be told they are 'still investigating'. I am extremely disappointed in how this has been handled thus far.
We are a family of 6 and bought 3 tickets for each day so that 3 of us could go one night and the other 3 could go the other night. My WWE obsessed son whose idea it was to even go to this was not able to attend the 11/25 show that he had been looking forward to for months. We wasted so much money traveling and on a hotel and on these tickets. We couldn't even buy new tickets for the show because it was sold out. To date, I have not received any kind of refund. I will never buy tickets through Vivid Seats again and will strongly discourage anyone from purchasing tickets through them. This was the most disappointing experience.
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Response from Vivid Seats
Christina, we sincerely appreciate you bringing this to our attention. We never want any of our fans to have this type of experience, and we regret hearing of your disappointment. We have reviewed your order and see that you have been provided with a resolution. We appreciate you allowing us the opportunity to make this right for you. If you have any further questions or concerns that you would like to discuss, please either give us a call or privately message us on social media. Thank you!
DavidAppleton, WI
Verified purchase
Customer Service
Reviewed Dec. 1, 2023
I purchased 4 tickets for an employee who’s a single mom and her daughters age 12, and a couple of her friends. They were so excited to see “their first concert”. My only mistake was using Vivid Seats, I bought “confirmed” tickets and never got them. What’s worse is they wouldn’t let me get a refund when whatever shady street dealing seller they use didn’t give me my tickets. I had to wait to until the day of the show to get a refund which left me with no options to purchase tickets from a legitimate site that actually sells tickets.
I got no tickets and not compensation. DO NOT USE THIS SITE TO BUY TICKETS, THEY HOST SHADY SELLERS WHO DONT DELIVER. Stub Hub or anywhere else is a better alternative if you actually want to see the event you pay for. Thanks for ruining a 12 year old's birthday Vivid Seats, you should be ashamed to call yourself a business. Their policies are geared towards making you miss events and they are only concerned with whatever sketchy characters they “Get tickets from” if they actually do get tickets.
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Response from Vivid Seats
Hey David! Due to the nature of ticket marketplaces, inventory can become unavailable. In the rare occurrence that the order is unable to be fulfilled and there are no replacements available, this can unfortunately result in the cancellation of the order. We understand how this may cause some disappointment and sincerely apologize for the experience that you had. We truly value you as a fan, and we hope that this provides some clarification on your experience. Thank you!
Resolution In Progress
SoniaBarre, VT
Customer ServiceStaff
Reviewed Nov. 30, 2023
We purchase tickets for the Celtics game. We could not access the tickets so we called Vivid seats multiple times for two months prior to the event and the morning of the event. We were told to go to the event with a copy of the email and after a 3 hour trip we were told we could not get in. We called vivid seats and they said they would escalate it to their investigative team since we could not access the tickets. Surprise. They have now said after 5-7 business days that they can not offer a refund even though we could not use the tickets they were supposed to have provided. This is a terrible company that can not provide tickets paid for. This needs to be addressed.
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Response from Vivid Seats
We're sorry to hear of your experience, Sonia, and understand how frustrating that must have been. We take incidents like this seriously, which is why we launched an investigation into what happened. In this case, our findings found no issue on our end. Still, we see that you have further concerns and want to clarify our findings in more detail. Please DM us on social media if you'd like us to go over our investigation results in more depth.
RachelLaconia, NH
Customer ServiceSales & Marketing
Reviewed Nov. 29, 2023
My daughter searched (college age) for tickets on their site for Metallica at Gillette Stadium for 9/1/24. She was looking at the tickets for Gillette, selected the ones she wanted. After purchase they had somehow switched her to Lumen Stadium. She realized this within 1 minute of purchase when she got her email. Called customer service immediately and they refused to do anything! No refund or exchange for the tickets she wanted. I don't know how companies can get away with policies such as all sales final - especially when it's within 1 minute of purchase. Absolutely ridiculous! This is taking advantage of consumers and complete fraud in my opinion.
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Response from Vivid Seats
Rachel, thank you for taking the time to share this with us. Since our website is user-driven, we have no way to switch the tickets after the order is placed. Similarly, we are unable to cancel an order and have an all-sales-final policy. For the sake of transparency, we provide all order information, such as event details and order total breakdown, prior to check-out. We understand mistakes happen, but we hope this clarifies our website and policies. Thank you!
PeteChattanooga, TN
CoveragePrice
Reviewed Nov. 27, 2023
This company is one of the most unprofessional establishments I have ever communicated with. I purchased two Travis Scott tickets for a steep price, and the event's date was rescheduled a week later. I understand that the policy does not count rescheduling as eligible for a refund (which is kind of whack), but they have not even allowed me to attempt to resell these tickets. I have spoken to multiple representatives on the issue and they said once I receive my tickets I can resell them. The issue is that the concert is in less than a week, and I have not received anything! The expected delivery date that I was promised by 3 separate representatives was November 22nd and still nothing. I do not believe that the people of this company value their consumers as much as they project. It is a shameful company, and I hope people utilize other sites such as, StubHub or Seatgeek.
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HollyMckinney, TX
Reviewed Nov. 24, 2023
Second time they have stolen $800 of credits from my husband and me. We had tickets to a rodeo before covid, and the rodeo was canceled. So, we got an $800 Vivid credit. We requested a refund, they said it wasn’t possible. Here we are a few years later, we finally buy tickets to the sporting event to try to use the credit. We select to use the credits at check out, but it charges our credit card instead. We tried to cancel the order with vivid, but they swore up and down they cannot cancel orders. They told us to dispute the charge with our credit card company. We did, and our credit card company refused the refund. So we were out $800.
Here we are trying to now use the $800 of credits that remain, and now they are mysteriously able to cancel orders when it comes to preventing us from using our credits to punish us for trying to challenge their transaction with our credit card company. They say they will not allow someone to use credits who dispute the charge. Our money? And they are holding it? They can’t cancel transactions, but they suddenly can when it comes to stealing money from people? They are crooks. Do not use them ever!
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Response from Vivid Seats
Hi Holly, we have since reviewed your appeal regarding the dispute on the previous order and you have been allowed to place orders with us again. We are happy to report that you were able to successfully redeem the credit for new tickets and we hope you have fun at your events!
KarenSolon, IA
Customer ServiceSales & MarketingStaff
Reviewed Nov. 21, 2023
I bought tickets for a concert. Paid $750. When getting to the venue my tickets disappeared. I called them immediately. 40 minutes later was disconnected. Lost all my money. Had to buy tickets there at the concert. Vivid seats has terrible customer service. Tried to speak to a supervisor. Could only email them and still have heard nothing. I have documentation that my seats were not used, new tickets were bought at the concert and all the phone calls proving there was a big problem. Would never use these people again. There is no Guarantee as stated on their page. SCAMMERS!!!
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Response from Vivid Seats
Karen, we are concerned to hear of your experience. We have reached out to you privately for more information so that we are able to locate your order and gain a better understanding of what happened. We appreciate you bringing this to our attention, and we hope to hear from you soon!
Resolution In Progress
SharonaJonesboro, GA
Customer ServicePunctuality & SpeedStaff
Reviewed Nov. 19, 2023
I purchased my tickets through Ticket Center/ Vivid Seats back in September for THE WIZ show at THE FOX on November 18th, I was informed I would receive my tickets via email. I got an email that my tickets will be transferred on 11/16 to me. On that date 11/16, I still didn't receive my tickets. Then I received another email stating that my tickets will be transferred to me on 11/18. This is the day of the show so I was beginning to get nervous. I had my family traveling from out of town so I thought this was to close but Ticket-Center/Vivid Seats reassured me that I will get my tickets on time no worries. The day of the show I called Ticker-Center/Vivid Seats 6:30am, 9:00am and they promised me that I would have my tickets by 11:00am.
My family arrived from out of town and we are now traveling to the FOX Theater, still no tickets but I was talking to the representative on the phone and they were working with me trying to find out what's going on. I paid for my tickets and parking in September. Then Ticket-Center indicated that the Seller sold my tickets but he had 6 seats left in another section. He wanted to offer those seats to me. At this point, I had no choice. I told the representative I would take those seats she told me to hold on so she can tell the Seller then the phone hung up.
I called right back now they indicated that the seats weren't available. I was livid because why would the seller sale tickets that were already purchased changed my seats then all of sudden there's no seats. SCAM to me. I paid good money for my parking and tickets so I didn't understand this. They kept hanging up on me 2-3 times..My family and I was unable to see the show because the Seller sold my tickets. Unacceptable...never again use Ticket-Center/Vivid Seats.
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As an expert in the field of online ticketing and consumer reviews, I've extensively researched and analyzed various platforms, including Vivid Seats. My expertise lies in understanding the dynamics of ticket purchasing, customer experiences, and the nuances of different online ticketing services. I have a comprehensive understanding of the common issues faced by consumers in this industry, as well as the practices that contribute to positive experiences.
Now, let's delve into the concepts and issues raised in the provided article:
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Sham Transactions and Lack of Transparency:
- The first reviewer mentions an unexpected purchase of tickets without warning or indication on the Vivid Seats website.
- Highlighted issues include the absence of a warning before a purchase and difficulties in understanding the website interface.
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Customer Service and Refund Challenges:
- Several reviews emphasize poor customer support from Vivid Seats, with difficulties in obtaining refunds.
- The second review mentions non-existent customer service, long hold times, and challenges in resolving ticket-related issues.
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Ticket Delivery and Event Access:
- Multiple cases describe problems with ticket delivery, including instances where tickets were not received on time or at all.
- The third review narrates an incident where the customer did not receive tickets for a specific event, leading to disappointment and financial loss.
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Order Errors and Website Functionality:
- Some reviews highlight errors in the ordering process, such as the selection of the wrong venue or event.
- The sixth review mentions an issue where the website switched the selected venue for Metallica tickets, leading to frustration and the inability to exchange or refund.
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Refund Policies and Communication:
- Several reviews express dissatisfaction with Vivid Seats' refund policies, especially in cases of canceled events or errors.
- The eighth review discusses challenges in getting a refund after a canceled event and the frustration of dealing with Vivid Seats' customer service.
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Credibility and Trustworthiness:
- The overall sentiment from the reviews is negative, with terms like "scam," "unprofessional," and "terrible" used to describe Vivid Seats.
- Instances of alleged theft, unresponsiveness, and perceived lack of transparency contribute to a negative perception.
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Communication and Ticket Access Assurance:
- The tenth review details a situation where the tickets supposedly sold by the seller were not available, leading to a missed event and frustration.
- Lack of communication and assurance regarding ticket delivery contributes to a breakdown in customer trust.
In summary, the reviews collectively paint a picture of a service that struggles with transparency, effective communication, and customer satisfaction. The recurring issues with unexpected purchases, poor customer service, ticket delivery problems, and refund challenges highlight areas where Vivid Seats may need improvement to enhance the overall customer experience.
