The overall reputation of the company is significantly marred by numerous customer complaints regarding service reliability and transparency. Many users report frustrations with receiving incorrect tickets, unexpected charges, and inadequate customer support, often describing the service as untrustworthy and dismissive. While some customers have noted positive interactions with individual representatives, these instances are overshadowed by a pervasive sentiment of dissatisfaction and confusion throughout the purchasing process. The consistent issues with order confirmation and refund policies highlight a need for major improvements in customer service practices to enhance trust and user experience.
This summary is generated by AI, based on text from customer reviews
Romeo was very clear when explaining the details from my previous/current purchase and extremely patient. He provided excellent customer service.
Bought tickets in May for a Browns game in September. I never received the tickets. Tried calling and their website for hours but never got through to a human being. I never got to go to the game. Cost me over $509.
Marcel was very patient and helpful on our call. He spoke slow and clear and made sure I had everything I needed.
Never use Vivid seats
We bought tickets to a Brandi Carlile concert through Vivid seats. They said our tickets were "confirmed" and would be received electronically within days.
Our account was then updated saying the tickets would be received the day before the concert. That's a little stressful since we were traveling to the concert and it was a gift for our daughter so we needed assurances that we'd have the tickets. But ok.
Come the day before the concert. No tickets. I try calling Vivid and am told by a recording that our wait time will be 130 minutes. Really?
I then try their live chat function and am assured they are working on it and we'll receive an email shortly. No email that day and nothing in the junk filter. The day of the concert no email.
We finally had to buy replacement tickets from another vendor and never did receive the tickets from Vivid.
We've never received an explanation or apology. I sent an email to their customer service email line - no response.
I'm sorry but this is not ok. Even if you are a reseller, you need to be able to give assurances that people will receive their tickets and you need to have better customer service.
Incidentally, we purchased the replacement tickets through AXS - another reseller. As soon as we paid, we had our tickets and went to the concert without stress. I will never use Vivid again but will recommend AXS to my friends.
2 hours and 10 minutes on hold
35 minutes trying to resolve
An issue with the transfer
Horribly frustrating
Supposed to see MGK tonight at White River but won't be able to because VIVID SEATS says the seller hasn't released the tickets yet. They just kept repeating they have a 100% buyer guarantee that we'll get the tickets before the event but also stated we won't get a refund if we don't get them. Didn't realize Vivid Seats were secondary sellers before I bought the tickets but I'll be sure to never use them again.
I had a really good experience booking tickets for a co very through the helpline! I forgot their name :( but kudos! They helped me book tickeys for Louis tomlinson :) if you're the boss of this person, please give them a raise hehe
When a business transaction goes smoothly as expected and there are no unpleasant surprises, the customer has nothing but "good" to report. Well done Vividseats!
Purchased NFL exhibition tickets weeks in advanced and was charged thru PayPAL. Days before the game I waited for an email confirmation and never got one. Hours before the game I tried using their customer service line and got no response on line or by phone. Now I'm requesting at least my money back. And downloading the app does nothing to confirm your tickets.The only emails I keep getting from them advertise more NFL games. Who runs this scam operation!?
Traveling from NY to Pittsburgh and wanted to see a Pirate game.
Went online and Vivad was first on list.
I was going to buy tickets online but couldn't find the info I needed as to if the seats were together. The chat help line was not accepting any chats so I called.
The phone rep was pleasant and professional.
Unfortunately I wanted the actual seat numbers that I was purchasing.
I also wasn't told or read anywhere that the actual tkts would not be available online for ten days from my purchase.
Nor could she tell me the number on the seats.
While she did her job, the company in my opinion is poor in how they go about selling and informing.
My comfort level using this site is low. I payed over $130.00 for two tickets and will not have them for ten days and know the section and row but not the seat number.
I will never use them again and will only buy direct from organization.
I purchased tickets to a show 6 weeks in advance. On the morning of the event, I got only 2 of 3 tickets transferred to me. I called and waited on hold for an hour and still could not get a live person on the phone to help. My only option was then to e-mail them. As a result, I did not end up attending as leaving a family member home was not an option. I called the day after to request the Money Back Guarantee, but the wait time was 234 minutes! When I finally reached someone, they refused to acknowledge the shortage. All they could tell me is that my tickets were transferred so there was nothing they would do. I asked to be transferred to a manager and they refused. I trusted them with $460 and a very meaningful family event and they totally failed. I guess they would rather keep my money and lose my future business AND get a complaint with the Better Business Bureau and Trust Pilot. Hopefully my credit card dispute rectifies what they would not. I will never be back!
I have trouble using the Wes site and the App! It keeps kicking me out stating address issues! This has happened 3 times. I phone it, customer service is very helpful.
I will NEVER use vividseats again. I called days in advance of my event (Luke Bryan) and NO ONE Could help me access my tickets via on line or my phone. I had to purchase ADDITIONAL tickets at the gate or I was not going to see the concert. Hold time was hours and very difficult understand the customer service reps. They were not helpful at all and it resulted in much frustration and additional money to purchase my tickets. I AM insisting on a refund but of course no one will respond.
Purchased 2 tickets for Central Park concert only to find out after that the entry points were different. Unhappy with lack of transparency and was unable to remedy the situation. Beware
I purchased tickets from them I spent over $553.74 on 3 tickets for willie Nelson. I kept getting messages that the tickets had been delivered but they hadn't. I spent hours on the phone and on their chat trying to find out what happened to my tickets. They finally sent me to ticket master where I found out the tickets wouldn't be delivered until 2 days before the concert. Then I discovered the tickets I paid over $500 for were worth $250. Also I asked repeatedly to speak with a manager but they refused. I purchased 2 tickets from Ticketmaster 2 days before the concert in the same section for $179.62. What a rip off.
Abel helped me out! He's so kind and helped me find the best seats in the house for a concert! I've asked for seeing the stage and he helped
The customer service here is second to none. I had a credit from a Covid-cancelled event in 2020. I was not able to apply my credit. My rep helped me through the process and placed the order for me. He was professional, friendly and truly cared about taking care of my needs. Kudos to Charlie!
This company took my money and never emailed the tickets. I tried to call them on several occasions to be told that they were the third party and would need to get in touch with the seller. Well that seller never materialized and I was unable to see the show. I hope this helps anyone connected to this site for concert ticket sales. DO NOT USE VIVID SEATS TOTAL SCAM
I tried to purchase tickets to the New York Jets at Green Bay Packers game at Lambeau Field on Aug 21. I was excited to get to get tickets because I am active duty military and rarely get the chance to watch my Packers. Two days in a row I was met with "internal server error" and was not able to purchase the tickets. When I tried to use the live chat option, I received a message saying that it was not working. I finally called the toll free number and spoke with a nice person. I told him the tickets that I was trying to purchase and was told they were still available. When he told me the final price, it was WAY above what the price was on the website. I had to settle for different seats that were further away from the field than I had hoped. So even though the representative I was spoke with was courteous and helpful, I am very upset with the overall experience of using Vivid Seats. This website will never be my first option to purchase tickets in the future. I'd rather use any other means to get tickets than attempt to use Vivid Seats.
Purchased concert ticket to NKOTB for our daughter for her birthday. We had a house fire the end of January that totaled our home and everything in it. Contacted Vivid Seats to request a re-issuance of the seats we purchased. Paid almost $800 for 2 tickets! After MONTHS of back and forth, with them giving us hope that we could have our tickets replaced, they contacted us to say NO. We are now out almost $800 and Vivid Seats refuses to do anything to help! Will NEVER buy from these rip-offs again!
Answer: They are a site just to help scalpers. Don't trust their tickets!
Answer: That is a good concern because I never did and they won't give me my money back either
Vivid Seats is a full-service marketplace that facilitates transactions between fans looking to buy or resell tickets to their favorite sports, concerts, and theater events. We were founded on a passion for live events and a mission to improve and simplify the ticket-purchasing experience, which means we’re committed to helping you find tickets quickly and safely, so you can focus on what matters: enjoying your event.
Vivid Seats offers a premium shopping experience and the industry’s best ticket prices. Our superior relationships with trusted sellers give you an unmatched selection of tickets to the hottest and most exclusive events around the world. And we don’t stop there; we invest in technology to keep our costs low, and pass the savings on to you. Thanks to this commitment, our ticket prices average lower than those found on any other full-service marketplace.
In our commitment to your safety, we keep all of your personal information secure and back every order with our 100% Buyer Guarantee. Meanwhile, our industry-leading, in-house customer service team is available seven days a week to answer any questions, and ensure you have the best ticket-buying experience possible.