Vivid Seats

User Experience Report

Week of April 7th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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Vivid Seats

Top Insights This Week

Week of April 7th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Vivid Seats's key feedback

1

Ticket Delivery Issues

A significant number of users, approximately 20%, report issues with receiving their tickets on time or at all, often leading to missed events and frustration with customer service. This problem is exacerbated by the app's failure to update ticket status, leaving users without access to their purchases.

I purchased tickets but never received them, and customer service was unhelpful in resolving the issue.

2

Hidden Fees

Around 15% of users are frustrated by unexpected and high fees that are only revealed at the final checkout stage, making the total cost much higher than initially anticipated. This lack of transparency leads to dissatisfaction and a sense of being overcharged.

The ticket price was reasonable until I saw the final checkout with hidden fees that increased the cost significantly.

3

App Dependency

Approximately 10% of users are annoyed by the requirement to download the app to access tickets, with some even needing additional apps, which complicates the process and adds unnecessary steps.

I was forced to download multiple apps just to access my tickets, which was incredibly frustrating.

4

Poor Customer Service

About 25% of users express dissatisfaction with customer service, citing long wait times, unhelpful representatives, and a lack of resolution for their issues, which diminishes trust in the service.

Customer service was unresponsive and unhelpful when I needed assistance with my ticket issue.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

SeatGeek
SeatGeek is praised for its user-friendly interface, reliable service, and competitive pricing. Many users appreciate the ease of use and the ability to see seat views before purchasing. However, some users have experienced issues with customer service and ticket delivery.

#2 RUNNER UP

Vivid Seats
Vivid Seats receives mixed feedback, with some users praising its easy checkout process and competitive pricing, while others criticize it for poor customer service and issues with ticket delivery. The app's rewards program is appreciated, but hidden fees and ticket availability problems are common complaints.

#3 Straggler

Ticketmaster
Ticketmaster is criticized for high service fees and frequent app glitches, such as logging users out unexpectedly. While some users find it reliable for ticket legitimacy, others are frustrated by the lack of transparency in pricing and poor customer service.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
SeatGeek
#1 Users Choice
SeatGeek is praised for its user-friendly interface, reliable service, and competitive pricing. Many users appreciate the ease of use and the ability to see seat views before purchasing. However, some users have experienced issues with customer service and ticket delivery.
Vivid Seats
#2 Runner-up
Vivid Seats receives mixed feedback, with some users praising its easy checkout process and competitive pricing, while others criticize it for poor customer service and issues with ticket delivery. The app's rewards program is appreciated, but hidden fees and ticket availability problems are common complaints.
Ticketmaster
#3 Straggler
Ticketmaster is criticized for high service fees and frequent app glitches, such as logging users out unexpectedly. While some users find it reliable for ticket legitimacy, others are frustrated by the lack of transparency in pricing and poor customer service.

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Nuggets

Major Highlights of the Week

Misleading Sections
Customers are being misled about their seating sections, resulting in tickets being issued for incorrect areas despite assurances from representatives. This miscommunication leads to dissatisfaction and a lack of resolution from customer support.
I was shown the correct section multiple times, but my ticket was for a different section.
Invalid Tickets
Users are receiving fake or invalid tickets, causing them to miss events and lose money, with customer service failing to provide adequate support or refunds. This issue undermines trust in the platform's ticket authenticity.
I bought tickets that turned out to be fake, and customer service was unhelpful.
Excessive Fees
The app imposes high and often hidden fees that are only revealed at the final checkout stage, leading to frustration and a perception of dishonesty. This practice results in a significant price discrepancy compared to competitors.
Expect a 25% or more fee on your ticket purchase, hidden until the last step.
App Dependency
Users are frustrated by the forced app download requirement to access tickets, which sometimes necessitates additional app downloads from other companies. This creates an inconvenient and cumbersome user experience.
I was forced to download multiple apps just to access my tickets.
Poor Refund Policy
The no-refund policy, even when issues are the company's fault, leaves customers without recourse and out of pocket. This rigid policy exacerbates negative experiences and diminishes customer satisfaction.
I couldn't get a refund even though the issue was entirely Vivid Seats' fault.
Incomplete Order Info
Confirmation emails lack detailed order information, focusing instead on promoting the app, which complicates reimbursement processes for users needing comprehensive receipts. This oversight affects users who require detailed purchase documentation.
The confirmation email only had an ad for the app, not my order details.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Misleading Sections
Customers are being misled about their seating sections, resulting in tickets being issued for incorrect areas despite assurances from representatives. This miscommunication leads to dissatisfaction and a lack of resolution from customer support.
Invalid Tickets
Users are receiving fake or invalid tickets, causing them to miss events and lose money, with customer service failing to provide adequate support or refunds. This issue undermines trust in the platform's ticket authenticity.
Excessive Fees
The app imposes high and often hidden fees that are only revealed at the final checkout stage, leading to frustration and a perception of dishonesty. This practice results in a significant price discrepancy compared to competitors.
App Dependency
Users are frustrated by the forced app download requirement to access tickets, which sometimes necessitates additional app downloads from other companies. This creates an inconvenient and cumbersome user experience.
Poor Refund Policy
The no-refund policy, even when issues are the company's fault, leaves customers without recourse and out of pocket. This rigid policy exacerbates negative experiences and diminishes customer satisfaction.
Incomplete Order Info
Confirmation emails lack detailed order information, focusing instead on promoting the app, which complicates reimbursement processes for users needing comprehensive receipts. This oversight affects users who require detailed purchase documentation.

Quotes of the week

Hear from some of the most impactful users to drive changes

I purchased tickets months ago, a charge was made but I never received the tickets. They said it would be in my app but every time I look it says I need to buy more. Can’t get into contact with anyone to get this sorted out. Had to resort to calling my bank.
hunt3rpaig3
Week of April 7th, 2025
The biggest difference is that the company is pushing their app so much now that the order information isn’t included in the confirmation email. Nowhere in the confirmation email does it have information about what you ordered, making it feel VERY sketchy. Vivid Seats, please update your confirmation emails to show the actual order information and include a real receipt.
Ebbzb
Week of April 7th, 2025
I bought tickets thru VIVID, only to be contacted by someone saying if I want my tickets that I already paid VIVID for, I have to download DICE and set up an account there. It’s becoming more like TV. Pay monthly for HULU so you can watch HBO with a Paramount Subscription.
McCoyCJ
Week of April 7th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I purchased tickets months ago, a charge was made but I never received the tickets. They said it would be in my app but every time I look it says I need to buy more. Can’t get into contact with anyone to get this sorted out. Had to resort to calling my bank.
Candice Wu
App Store
The biggest difference is that the company is pushing their app so much now that the order information isn’t included in the confirmation email. Nowhere in the confirmation email does it have information about what you ordered, making it feel VERY sketchy. Vivid Seats, please update your confirmation emails to show the actual order information and include a real receipt.
Kelly Williams
Google Play
I bought tickets thru VIVID, only to be contacted by someone saying if I want my tickets that I already paid VIVID for, I have to download DICE and set up an account there. It’s becoming more like TV. Pay monthly for HULU so you can watch HBO with a Paramount Subscription.
Koray Okumus
Google Play

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