Thank you for reaching out to us, as were here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in redAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home).We have attempted to contact [redacted] and have been unable to speak with herVivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondenceWe encourage [redacted] to utilize these resources for any additional concerns, but as it currently stands, we consider this matter closed
Thank you for reaching out to us regarding the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterIn reference to Ms [redacted] ’s claim regarding the original purchase price, or face value, of the tickets she purchased, it should be noted that Vivid Seats is a secondary marketplaceThis means that we have no affiliation with any box office or venue and does not own or generate any ticketsRather, we serve as an intermediary between fans and ticket holdersThis means that all ticket prices on our site are set by those sellers, not Vivid Seats, in accordance with their assessments of various market factors such as customer demandThis fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final." This information is also readily available on our FAQ page (support.vividseats.com/support/home).Regarding Ms [redacted] ’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurateOur website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing detailsWhen Ms [redacted] selected the tickets she was interested in, she was taken to our Checkout pageFrom there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold textMs [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statementDuring this process, Ms [redacted] saw an even more in-depth order summary that displayed the quantity and prices of the tickets, the delivery and service fees, and the total charge in bold, red text.With regard to Ms [redacted] ’s statement that a different name was printed on the tickets they received, it should be noted that this is a common occurrence on the secondary marketBecause listings on our site are owned by individual sellers, the tickets often ship from these sellers directly to customers, and therefore display the name of the original purchaserThis is standard practice throughout the industry, the name simply being information left over from when the tickets were first issuedThis information is readily available on our website, and all tickets are guaranteed to be transferable and valid for entry to their respective events.Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms [redacted] agreed prior to purchaseAdditionally, although she is not due to receive a refund for this purchase, we have reached out to Ms [redacted] and offered to provide a resolution to this matterThis was done in the interest of customer service and as an exception to the agreterms; however, this resolution was declined by the customerIf Ms [redacted] would like to discuss a resolution to this matter, or if she has any additional questions or concerns, we encourage her to reach out to a member of our customer service teamAt this time, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Although our customer has indicated that their tickets were not delivered, this is inaccurateOur checkout process provides customers with multiple opportunities to review the details of their orderDuring the checkout process, customers are prompted to enter an email address to create a Vivid Seats accountAs our customer selected Electronic Transfer tickets, tickets would be transferred to a third party site and our customer would be prompted to create an account with the same email address entered during checkoutOur customer placed their order on 7/28/and the seller on the order transferred these tickets to the email address on file on 9/25/prior to the event on 10/8/2017.We were first contacted by our customer the day of their eventAt this time, it was discovered that the email address our customer entered at the time of purchase contained a typographical errorAs Vivid Seats and the seller provided tickets to the customer in accordance with the information provided, we have fully adhered to the sales terms and conditionsNevertheless, as a one-time courtesy, stepping outside of the agreed to “all sales are final” policy, we provided our customer with a resolution in the interest of customer serviceThis was detailed in an email provided to our customer on 10/11/As such, we consider this matter resolved and welcome our customer to contact us directly should they have any additional questions pertaining to their order.Regards,Vivid Seats
Thank you for reaching out to us, as we appreciate the opportunity to address Mr [redacted] 's concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their seating area, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Mr [redacted] regarding this issue and have reached an amicable resolutionOur management team is available to handle any additional concerns that Mr [redacted] may have; as it stands, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding Mr [redacted] concerns about his ticketsOn December 1st 2015, [redacted] purchased tickets to see Trans-Siberian Orchestra on December 20th His order was successful, and he received valid, authentic tickets from the seller on December 4th However, on December 15th 2015, he contacted Vivid Seats to inform us that the tickets had been lostOur Sales Terms clearly state: "Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets," and we strongly encourage our customers to treat their tickets the same way they would cash or other important documentsThis policy is in place because many sellers own the tickets they list, and have only purchased one copy themselves--therefore, they would be unable to produce replacements [redacted] signified that he agreed to these terms when he placed his order.However, upon receiving this notification from [redacted] , Vivid Seats immediately reached out to the seller to see if his tickets could be reissuedThe seller was unable to secure replacement ticketsTo make up for this occurrence, Vivid Seats contacted [redacted] and extended a courtesy partial refund [redacted] accepted this offer at the timeWe must restate that while Vivid Seats does attempt to secure replacement tickets when possible, not all tickets can be re-issued if lost or stolenAnd, as [redacted] originally received the tickets he requested, we have determined that neither Vivid Seats nor the seller is at fault in this situationTherefore, we are unable to provide Mr [redacted] desired resolutionWe consider this matter closedIf [redacted] has any further questions, we welcome him to reach out to our management team
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11111895, and find that this resolution is satisfactory to me From: Beth [redacted] [mailto:[email protected]] Sent: Tuesday, February 09, 10:AM To: Customer Relations Subject: Re: Case#I will accept the % refund from Vivid seats which they tell me will take to daysI appreciate the Revdex.com handling of this matter but I will never do business with Vivid seats againThey continue to have my money for the last five weeks and I need to wait an additional week for my money to be returned to meSincerely, Elizabeth ***
Thank you for your response regarding this matterAlthough our customer continues to press forward, we previously clarified that event dates are subject to change and are dependent upon the artist and primary issuerAs Vivid Seats is not affiliated with either, such matters are outside of our purviewAdditionally, as we are not affiliated, we have no insight as to when an artist may reschedule their eventOur customer placed their order on 2/23/and the event was later rescheduled by the artist, not Vivid Seats, in March.Although our customer has indicated that tickets were never sent, this is inaccurateOur customer selected a ticket type known as Flash Seats when placing their orderThese tickets were transferred on 3/7/for him to accept through their Flash Seats accountAs we previously mentioned, we received a dispute regarding this transactionDue to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains openAny questions our customer has should be directed to the financial institution with which the dispute was filedAs we have adequately addressed our customer's concerns, and the tickets delivered on 3/7/remain valid, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service.Vivid Seats has been in contact with our customer Mr [redacted] and has offered a one-time courtesy resolution in the interest of customer serviceWe are pleased to have reached an amicable resolution; at this time, we consider this matter resolvedIf our customer has any additional concerns pertaining to their order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for contacting us regarding this matterIt should be noted that Vivid Seats operates on the secondary market and does not own or generate tickets as a primary box office; rather, we facilitate transactions between fans and ticket sellersAll available tickets on our website are listed and priced by individual resellersTo this end, we are committed to providing the best possible customer service--and maintaining a transparent purchase processOur customer has indicated they had issues applying a coupon to an order on our website, to which we would like to provide clarificationOur website is completely user-driven and all order details, including applicable discounts, are clearly displayed to all customers prior to checkoutAll discounts available on our website have stipulations regarding how to use each coupon, including how much customers need to spend in order for the coupon to be appliedThough our customer does not have an active order with us, we are more than happy to discuss and review any coupons our customer has upon inquiry via phone or our Live Chat applicationRegards,Vivid Seats
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My financial institution was notified by me to end the dispute with Vivid Seats They are waiting for a response from Vivid Seats and the matter can be closed and the payment for the two seats I purchased can be reinstated to Vivid Seats in fullAction was taken, by me, due to a misunderstanding as to handling of tickets This question has since been answered to my satisfaction by the company Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did NOT file a dispute through my credit card companyI filed it through [redacted] I was shocked when [redacted] sided with Vivid seats as I submitted all of my documentationLater I learned that Vivid Seats and [redacted] are in bed togetherThe email address used for complaints is: [redacted] @VIVIDSEATS.COMI even spoke to [redacted] representative who were shocked that I did not get refundedI have since closed my [redacted] accountIt is OBVIOUS Vivid will continue to lie about what happenedIt is shameful what they are doingIt cannot be legalThey are scamming people out of money by baiting and switching! Sincerely, [redacted]
Thank you for your responseVivid Seats maintains that all pertinent order details, including the event date and location, were displayed prior to checkoutAs we do not own or generate tickets as a primary source, we must adhere to an “all sales are final” policy” and are unable to cancel our customer’s orderMs [redacted] valid tickets were delivered to her via [redacted] prior to her event that took place on 6/As we have fully addressed all of our customer’s concerns, we consider this matter closed and encourage her to contact our customer service department with any further concerns she may have.Regards,Vivid Seats
Complaint: I am rejecting this response because: I still believe the business sold me fake ticketsNot only did the tickets have incomplete information as compared to my other real tickets (purchased through a legit outlet), the tickets were unusable at the venueI tested out the tickets at the venue, and the tickets were not acceptedI don't want other consumers to be cheated out of their money Sincerely, Ted ***
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has indicated that their order was confirmed for an incorrect event, though we would like to provide clarificationVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processOur website is completely user-driven, meaning all order details are either selected or input directly by customersOnce customers select the tickets they are interested in for Chicago Blackhawks at Winnipeg Jets 4/7/2018, they continue to the Login page which displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt this point, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $371.95.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer serviceWe are pleased to have reached an amicable resolution; at this time, we consider this matter resolvedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concernsVivid Seats has been in contact with Mr***, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolutionOn 02/11/16, Mr*** purchased tickets to see [redacted] on 4/4/This event has been postponed to a later date still to be determinedOn 3/8/16, we contacted Mr*** to inform them of this event changeThey have since indicated that they would no longer be able to attend, to which it should be noted that Mr*** typically would not be able to receive a refund for postponed events per the agrepolicies at checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we typically are unable to cancel orders or offer refunds.As previously mentioned, Vivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr*** will consider Vivid Seats for their future event ticket needsIf Mr*** has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryWe operate an independent website that is distinctly unique from those of other sitesOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderOnce customers select the tickets they are interested in for a production of "Tool," they continue to the Login page which displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $2,highlighted in bold textAt this point, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $2,060.08.” Our customer then proceeded to select Place Order at which time their order was submitted.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customerAs all order details were sufficiently displayed prior to placing their order, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderOnce our customer selected the tickets they are interested in for Sammy Hagar, they continued to the Login page which displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAll pricing details are disclosed before customers are prompted to enter any credit card informationAt this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $617.20.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on [redacted] and received their valid tickets shortly after, prior to their event on 9/20/Prior to receiving this claim we have thoroughly discussed this matter with our customerAs all order details were sufficiently displayed prior to placing their order, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department so they may be addressed.Regards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: I couldn't even use the ticketsThey were rejected at the door that I waited in line for hours inYou sold a service that couldn't not be used and you fraudulently told my wife that there were no tickets left for each to make more money and there were dollar seats availableYou lied and that is fraudThen we didn't even use the tickets because they were rejectedSo I want a full refund and your business to get a down grade on your Revdex.com recordYou are a bad company and I will tell everyone I know to not do business with youEVER Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Erika ***
Thank you for reaching out to us, as were here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in redAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home).We have attempted to contact [redacted] and have been unable to speak with herVivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondenceWe encourage [redacted] to utilize these resources for any additional concerns, but as it currently stands, we consider this matter closed
Thank you for reaching out to us regarding the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterIn reference to Ms [redacted] ’s claim regarding the original purchase price, or face value, of the tickets she purchased, it should be noted that Vivid Seats is a secondary marketplaceThis means that we have no affiliation with any box office or venue and does not own or generate any ticketsRather, we serve as an intermediary between fans and ticket holdersThis means that all ticket prices on our site are set by those sellers, not Vivid Seats, in accordance with their assessments of various market factors such as customer demandThis fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final." This information is also readily available on our FAQ page (support.vividseats.com/support/home).Regarding Ms [redacted] ’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurateOur website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing detailsWhen Ms [redacted] selected the tickets she was interested in, she was taken to our Checkout pageFrom there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold textMs [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statementDuring this process, Ms [redacted] saw an even more in-depth order summary that displayed the quantity and prices of the tickets, the delivery and service fees, and the total charge in bold, red text.With regard to Ms [redacted] ’s statement that a different name was printed on the tickets they received, it should be noted that this is a common occurrence on the secondary marketBecause listings on our site are owned by individual sellers, the tickets often ship from these sellers directly to customers, and therefore display the name of the original purchaserThis is standard practice throughout the industry, the name simply being information left over from when the tickets were first issuedThis information is readily available on our website, and all tickets are guaranteed to be transferable and valid for entry to their respective events.Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms [redacted] agreed prior to purchaseAdditionally, although she is not due to receive a refund for this purchase, we have reached out to Ms [redacted] and offered to provide a resolution to this matterThis was done in the interest of customer service and as an exception to the agreterms; however, this resolution was declined by the customerIf Ms [redacted] would like to discuss a resolution to this matter, or if she has any additional questions or concerns, we encourage her to reach out to a member of our customer service teamAt this time, we consider this matter resolved.Regards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: Sincerely, Brandy [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Although our customer has indicated that their tickets were not delivered, this is inaccurateOur checkout process provides customers with multiple opportunities to review the details of their orderDuring the checkout process, customers are prompted to enter an email address to create a Vivid Seats accountAs our customer selected Electronic Transfer tickets, tickets would be transferred to a third party site and our customer would be prompted to create an account with the same email address entered during checkoutOur customer placed their order on 7/28/and the seller on the order transferred these tickets to the email address on file on 9/25/prior to the event on 10/8/2017.We were first contacted by our customer the day of their eventAt this time, it was discovered that the email address our customer entered at the time of purchase contained a typographical errorAs Vivid Seats and the seller provided tickets to the customer in accordance with the information provided, we have fully adhered to the sales terms and conditionsNevertheless, as a one-time courtesy, stepping outside of the agreed to “all sales are final” policy, we provided our customer with a resolution in the interest of customer serviceThis was detailed in an email provided to our customer on 10/11/As such, we consider this matter resolved and welcome our customer to contact us directly should they have any additional questions pertaining to their order.Regards,Vivid Seats
Thank you for reaching out to us, as we appreciate the opportunity to address Mr [redacted] 's concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their seating area, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Mr [redacted] regarding this issue and have reached an amicable resolutionOur management team is available to handle any additional concerns that Mr [redacted] may have; as it stands, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding Mr [redacted] concerns about his ticketsOn December 1st 2015, [redacted] purchased tickets to see Trans-Siberian Orchestra on December 20th His order was successful, and he received valid, authentic tickets from the seller on December 4th However, on December 15th 2015, he contacted Vivid Seats to inform us that the tickets had been lostOur Sales Terms clearly state: "Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets," and we strongly encourage our customers to treat their tickets the same way they would cash or other important documentsThis policy is in place because many sellers own the tickets they list, and have only purchased one copy themselves--therefore, they would be unable to produce replacements [redacted] signified that he agreed to these terms when he placed his order.However, upon receiving this notification from [redacted] , Vivid Seats immediately reached out to the seller to see if his tickets could be reissuedThe seller was unable to secure replacement ticketsTo make up for this occurrence, Vivid Seats contacted [redacted] and extended a courtesy partial refund [redacted] accepted this offer at the timeWe must restate that while Vivid Seats does attempt to secure replacement tickets when possible, not all tickets can be re-issued if lost or stolenAnd, as [redacted] originally received the tickets he requested, we have determined that neither Vivid Seats nor the seller is at fault in this situationTherefore, we are unable to provide Mr [redacted] desired resolutionWe consider this matter closedIf [redacted] has any further questions, we welcome him to reach out to our management team
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11111895, and find that this resolution is satisfactory to me From: Beth [redacted] [mailto:[email protected]] Sent: Tuesday, February 09, 10:AM To: Customer Relations Subject: Re: Case#I will accept the % refund from Vivid seats which they tell me will take to daysI appreciate the Revdex.com handling of this matter but I will never do business with Vivid seats againThey continue to have my money for the last five weeks and I need to wait an additional week for my money to be returned to meSincerely, Elizabeth ***
Thank you for your response regarding this matterAlthough our customer continues to press forward, we previously clarified that event dates are subject to change and are dependent upon the artist and primary issuerAs Vivid Seats is not affiliated with either, such matters are outside of our purviewAdditionally, as we are not affiliated, we have no insight as to when an artist may reschedule their eventOur customer placed their order on 2/23/and the event was later rescheduled by the artist, not Vivid Seats, in March.Although our customer has indicated that tickets were never sent, this is inaccurateOur customer selected a ticket type known as Flash Seats when placing their orderThese tickets were transferred on 3/7/for him to accept through their Flash Seats accountAs we previously mentioned, we received a dispute regarding this transactionDue to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains openAny questions our customer has should be directed to the financial institution with which the dispute was filedAs we have adequately addressed our customer's concerns, and the tickets delivered on 3/7/remain valid, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service.Vivid Seats has been in contact with our customer Mr [redacted] and has offered a one-time courtesy resolution in the interest of customer serviceWe are pleased to have reached an amicable resolution; at this time, we consider this matter resolvedIf our customer has any additional concerns pertaining to their order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for contacting us regarding this matterIt should be noted that Vivid Seats operates on the secondary market and does not own or generate tickets as a primary box office; rather, we facilitate transactions between fans and ticket sellersAll available tickets on our website are listed and priced by individual resellersTo this end, we are committed to providing the best possible customer service--and maintaining a transparent purchase processOur customer has indicated they had issues applying a coupon to an order on our website, to which we would like to provide clarificationOur website is completely user-driven and all order details, including applicable discounts, are clearly displayed to all customers prior to checkoutAll discounts available on our website have stipulations regarding how to use each coupon, including how much customers need to spend in order for the coupon to be appliedThough our customer does not have an active order with us, we are more than happy to discuss and review any coupons our customer has upon inquiry via phone or our Live Chat applicationRegards,Vivid Seats
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My financial institution was notified by me to end the dispute with Vivid Seats They are waiting for a response from Vivid Seats and the matter can be closed and the payment for the two seats I purchased can be reinstated to Vivid Seats in fullAction was taken, by me, due to a misunderstanding as to handling of tickets This question has since been answered to my satisfaction by the company Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did NOT file a dispute through my credit card companyI filed it through [redacted] I was shocked when [redacted] sided with Vivid seats as I submitted all of my documentationLater I learned that Vivid Seats and [redacted] are in bed togetherThe email address used for complaints is: [redacted] @VIVIDSEATS.COMI even spoke to [redacted] representative who were shocked that I did not get refundedI have since closed my [redacted] accountIt is OBVIOUS Vivid will continue to lie about what happenedIt is shameful what they are doingIt cannot be legalThey are scamming people out of money by baiting and switching! Sincerely, [redacted]
Thank you for your responseVivid Seats maintains that all pertinent order details, including the event date and location, were displayed prior to checkoutAs we do not own or generate tickets as a primary source, we must adhere to an “all sales are final” policy” and are unable to cancel our customer’s orderMs [redacted] valid tickets were delivered to her via [redacted] prior to her event that took place on 6/As we have fully addressed all of our customer’s concerns, we consider this matter closed and encourage her to contact our customer service department with any further concerns she may have.Regards,Vivid Seats
Complaint: I am rejecting this response because: I still believe the business sold me fake ticketsNot only did the tickets have incomplete information as compared to my other real tickets (purchased through a legit outlet), the tickets were unusable at the venueI tested out the tickets at the venue, and the tickets were not acceptedI don't want other consumers to be cheated out of their money Sincerely, Ted ***
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has indicated that their order was confirmed for an incorrect event, though we would like to provide clarificationVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processOur website is completely user-driven, meaning all order details are either selected or input directly by customersOnce customers select the tickets they are interested in for Chicago Blackhawks at Winnipeg Jets 4/7/2018, they continue to the Login page which displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt this point, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $371.95.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer serviceWe are pleased to have reached an amicable resolution; at this time, we consider this matter resolvedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concernsVivid Seats has been in contact with Mr***, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolutionOn 02/11/16, Mr*** purchased tickets to see [redacted] on 4/4/This event has been postponed to a later date still to be determinedOn 3/8/16, we contacted Mr*** to inform them of this event changeThey have since indicated that they would no longer be able to attend, to which it should be noted that Mr*** typically would not be able to receive a refund for postponed events per the agrepolicies at checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we typically are unable to cancel orders or offer refunds.As previously mentioned, Vivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr*** will consider Vivid Seats for their future event ticket needsIf Mr*** has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryWe operate an independent website that is distinctly unique from those of other sitesOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderOnce customers select the tickets they are interested in for a production of "Tool," they continue to the Login page which displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $2,highlighted in bold textAt this point, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $2,060.08.” Our customer then proceeded to select Place Order at which time their order was submitted.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customerAs all order details were sufficiently displayed prior to placing their order, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderOnce our customer selected the tickets they are interested in for Sammy Hagar, they continued to the Login page which displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAll pricing details are disclosed before customers are prompted to enter any credit card informationAt this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $617.20.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on [redacted] and received their valid tickets shortly after, prior to their event on 9/20/Prior to receiving this claim we have thoroughly discussed this matter with our customerAs all order details were sufficiently displayed prior to placing their order, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department so they may be addressed.Regards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: I couldn't even use the ticketsThey were rejected at the door that I waited in line for hours inYou sold a service that couldn't not be used and you fraudulently told my wife that there were no tickets left for each to make more money and there were dollar seats availableYou lied and that is fraudThen we didn't even use the tickets because they were rejectedSo I want a full refund and your business to get a down grade on your Revdex.com recordYou are a bad company and I will tell everyone I know to not do business with youEVER Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Erika ***