North American marketplace Vivid Seats has lost its A-plus rating from the Better Business Bureau (BBB) due to a flood of customer complaints.
The secondary ticketing firm, which has received more than 900 complaints over three years, has now been given ‘No Rating’ by the US organisation while it looks into complaints regarding billing issues and ticket delivery delays, among several other problems.
President and chief executive of the BBB, Steve Bernas, told CBS: “We have currently put them on ‘No Rating’ while they investigate the complaints and Vivid Seats responds to them. We’re making certain that there are no types of patterns of complaints or issues that we’re aware of.”
BBB’s aim is to advance marketplace trust by setting standards, encouraging best practices through education of customers and businesses, and calling out substandard behaviour, among other things.
Vivid Seats told TicketNews: “It is our goal that every customer has a positive experience when buying tickets from Vivid Seats, because earning the trust of millions of customers is how we were named one of America’s best companies for customer service.
“We look forward to talking with the Chicago BBB to address its concerns because complaints to the BBB about Vivid Seats represent a very small fraction of one per cent in the context of our millions of customers.
“Though a small number, we value each customer, which is why our team responds to every single customer complaint they find in order to seek a resolution. Many of the customers who posted on the BBB’s page have since had their issues satisfactorily resolved by our team.”
Vivid Seats was recently named to Newsweek’s list of America’s Best Companies for Customer Service, ranking first in ticketing on their annual survey.