Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Mr [redacted] , and while we maintain we are not at fault, both parties have found an amicable resolutionVivid 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 their tickets, delivery and service fees, and the total charge highlighted in redAs previously stated Vivid Seats has been in contact with Mr [redacted] , and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for their future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service teamRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] 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—and maintaining a simple, transparent checkout processMs [redacted] has claimed that she was redirected from another site; however, as a secondary marketplace we have no affiliation with any venueInformation regarding our operations as a resale marketplace are readily available on our siteVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their ticket location and 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 Ms [redacted] selected the tickets she was interested in for the World Series: Chicago Cubs at Cleveland Indians she was presented with an interactive map and all available tickets listed on our siteThe information displayed included the section, row, and price per ticket of the listingMs [redacted] then proceeded to the Login page which displayed a detailed order summary on the right side again reiterating the location and price per ticketAfter Ms [redacted] entered an email address to create an account, she navigated to the Checkout page, which featured 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, red text Ms [redacted] ’s pricing details were available prior to entering any credit card informationAt this point, Ms [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutDirectly below this box, Ms [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your credit card will be charged $2,995.00” before proceeding to place her orderOur 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).” As a secondary marketplace, Vivid Seats is not associated with any artist or venue and does not produce tickets as a primary box officeInstead, 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 variety of market factors such as customer demand and market valueBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryAs Ms [redacted] stated, prior to receiving this claim, we were in contact with her and offered a courtesy resolutionThis was done, stepping outside of the agreed upon terms, in the interest of customer service in an attempt to resolve this matterMs [redacted] declined this offer, thus it was not deliveredAs Ms [redacted] was presented with all order and pricing details prior to placing her order on October 20, 2016, received her valid tickets the following day, and her event has since passed, we consider this matter closedIf Ms [redacted] would like to accept our offer, we encourage her to contact our customer service managementRegards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] 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 events.We would like to provide clarification to Ms [redacted] claimsInitially, Ms [redacted] placed an order for two tickets to a William Singe eventVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the quantity selected, so we are confident in the transparency of our checkoutThough she claims she selected four, our site is completely user-drivenThis means that Ms [redacted] selects the quantity of tickets she wishes to purchaseAdditionally, Ms [redacted] was provided with three separate opportunities to adjust this quantityFirst on the ticket listing page, then on the Login page, and lastly on the Checkout page – all before Ms [redacted] entered any payment information.Ms [redacted] stated that we could not exchange her tickets to which we would like to expand onAs a secondary marketplace, we do not own or generate tickets; instead, tickets are listed on our site by sellersIt is for this reason that we are unable to offer customers to exchange or modify an order once it is placedPrior to placing her order she was presented 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." The "all sales are final" policy is a common occurrence in the industry since, as an online resale marketplace, we do not own any inventoryIn reference to Ms [redacted] claim that she is unable to list the valid tickets she received moments after placing her order; this is inaccurateOur customer service agents simply suggested that if Ms [redacted] no longer wished to own her tickets, reselling is an option available on our site.Nevertheless, prior to receiving this claim, we were in contact with Ms [redacted] to clarify and resolve this matterAs such, we consider this matter resolved and welcome Ms [redacted] to contact us with any additional concerns she may have.Regards,Vivid Seats
Thank you for your responseWe have been in contact with Mr [redacted] and addressed his concerns regarding his order Additionally, we should note that Mr [redacted] was provided his one-time courtesy refund on May 13th as an exception to our agresales terms and conditionsWe encourage him to follow up with his bank directly regarding this charge and if Mr [redacted] has any other questions, our customer service team is available to assist.Regards,Vivid Seats
Thank you for reaching out to us, as we 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.On 5/16/16, Ms [redacted] purchased tickets to see the Boston [redacted] at the Kansas [redacted] on 5/16/This event was later rescheduled by the team for 5/18/On 5/16/16, we contacted Ms [redacted] to inform her of this date changeShe indicated that she would no longer be able to attend, to which it should be noted that Ms [redacted] cannot receive a refund for rescheduled 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 are unable to cancel orders or offer refunds.We have attempted to contact Ms [redacted] regarding this issue and in an attempt to reach a resolution, and at this time we have been unable to reach 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 Ms [redacted] to utilize this resource for any additional concerns; as it currently stands, we consider this matter closed Regards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: The company did not address the complaint.Sorry if the truth hurts.Please be aware and stay away from this company Sincerely, Matthew ***
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 customers select the tickets they are interested in for Diana Krall, 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 textAlthough our customer has indicated otherwise, this breakdown is presented prior to entering any credit card informationNext, 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 $659.28.” 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.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 closed If 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 listing they were interested in for Nebraska Cornhuskers at Oregon Ducks, 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 $1,highlighted in bold textAlthough our customer has indicated otherwise, this information was fully disclosed prior to entering 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 $1,178.63.” 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 the 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.Before 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 departmentRegards,Vivid Seats
Thank you for reaching out to usWe have been in contact with Ms [redacted] and in the interest of customer service, have found a resolution that suits both partiesVivid 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 Ms [redacted] to utilize this resource for any additional concerns; as it currently stands, we consider this matter resolvedRegards,Vivid Seats
Thank you for your response regarding this issueVivid Seats has been in contact with Ms [redacted] , and has confirmed that she has received the resolution providedAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service teamRegards,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 marketplace 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, a [redacted] at [redacted] game, 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 highlighted in bold text prior to entering any credit card detailsAt 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.” 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 6/11/at 9:AM CST and received an email containing their valid tickets at 9:AM CST prior to the event later that evening at 1:PM CSTPrior to receiving this claim, we thoroughly discussed this matter with our customer via our Live Chat application to provide clarificationAs all order details were sufficiently displayed prior to placing their order, and tickets were delivered immediately after the order was placed, 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
We appreciate the time to address Mr [redacted] concerns regarding the tickets he purchased As 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 holdersVivid 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 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 ticket details (section, row), the number and prices of tickets, delivery and service fees, and the total charge highlighted in red.The two tickets Mr [redacted] selected were clearly marked for section in row These details were clearly presented on the checkout screen along with a Sales Terms summary that explains tickets may be listed above face value, and that all sales are final.Mr [redacted] contacted us multiple times and our customer service team reiterated our check out process as well as our “All Sales are Final” policy, which he agreed to prior to completing his purchaseAs a one-time courtesy, we offered the customer a partial refund which was acceptedAlso, we did suggest to Mr [redacted] that he could resell the tickets on our website through our fan-selling servicesIn a separate phone conversation, Mr [redacted] spoke with a customer service associate attempted to assist him with the process of re-selling on our website but Mr [redacted] abruptly disconnected the phone callAfter this, Mr [redacted] called and spoke to a manager readdressed that the ticket details were clearly provided before purchase and that we could not refund the order in fullThe manager restated that he had accepted our courtesy resolution and that we could not provide a full refundVivid Seats contends that Mr [redacted] was not misled regarding the nature of his tickets, and the tickets were consistent with his order and will be valid for entryAgain, we are unable to cancel or refund the orderHowever, like we mentioned, we did offer a partial refund as a one-time courtesy, which has been issued to Mr [redacted] If Mr [redacted] has any further questions, we welcome him to contact a member of our management team for assistance
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms***, and as a one-time courtesy both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf Ms [redacted] 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
Complaint: I am rejecting this response because:The business keeps repeating the same lies Ticket scalpers and deceptive business practices Sincerely, Chad [redacted]
Thank you for your response regarding this matterAs we previously stated, Vivid Seats does not control the In-Hand Date, this date is simplygiven as an estimated delivery date set by the individual sellerOur sales terms clearly state,"Vivid Seats reserves the right to change the delivery method, at its sole discretion, and may deliver tickets for any order up to one (1) hour prior to the event start time listed on the tickets." However, tickets are typically delivered close to the estimated date givenAs Ms [redacted] ’s desired settlement has been obtained and her event has since passed, we consider this matter closedRegards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms***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 eventsMs [redacted] received an email including the tracking number [redacted] on 10/notifying her that her tickets were being shippedMs***’s valid tickets were then delivered on 10/and left at the front doorHowever, Ms [redacted] later contacted us on 10/stating that she was unable to locate her ticketsAt this point we informed Ms [redacted] that would contact the seller to request Ms***’s tickets be reissued yet gave no guarantee that this request would be honoredExplained in our sales terms, “Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” The seller later informed us that they were unable to fulfill this requestPer our sales terms, Vivid Seats offered Ms [redacted] alternative seats within her price rangeVivid Seats clearly states, “Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion” and “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason.” Since Ms [redacted] did not find the replacement tickets acceptable, her order was canceled on 11/and the funds returned to her bank account per our sales termsHowever, Vivid Seats has attempted to contact Ms [redacted] to offer an amicable resolution, stepping outside of our sales terms, yet have been unable to reach herWe encourage Ms [redacted] to contact our customer service so that we may resolve this matterAs it currently stands, we consider this matter closedRegards, Vivid Seats
Complaint: I am rejecting this response because: Who's Ms [redacted] that's referenced in Vivids canned responseI suspect it's a copy and paste letter which went out with a misrepresentation of the complainantI am a years old with a year old daughter that asked me to go with her to see this show, headlined by Paul [redacted] .can you imagine getting a chance to do something with your daughter these days? We both were looking forward to that experiencehere are the facts; your invoice isn't clear on the purchaseWhy would it reference buying two tickets and seat numbers when you claim I bought two camp PASSESThere is a difference in terminologyWhy mention two seating numbers when the camp oasis allows you to park in a camping ground? Why did I have o call a few days prior to the event for the whereabouts of my two tickets? Why did your representative respond with, I see you bought two TICKETS to see the show and wen on to tell me that the tickets are usually at will callI asked for an alternate solution and have them delivered directly to me which the representative looked intoA follow up call was made to confirm [redacted] delivery to meAt least two phone calls and two emails were sent to me and in all cases it congratulated me for buying two tickets to see the showNot one time was it mentioned that these were for camp grounds only Take me a look at how your invoice is writtenIt's vague, it's written vertically with incomplete sentencesIt doesn't say your buying two camping passe fir $eachWhat? Who buys one camping pass let alone two for that ridiculous price? Id like to end this matter with a fair request to reimburse me for the balance of the purchase price of the two tickets less the two camping passesThe FMV for those two camping passes at the time were $eachI paid in tota over $with a service fee and [redacted] charges to meI didn't agree to that latter charge howeve be that as it may I am willing to accept $to close this complaint.Please pass this along to Vivid Sears LTD for their response Sincerely, Dominick [redacted]
Complaint: [redacted] I am rejecting this response because:This company does not display the fees on the Android appMaybe in other platforms I do not knowHowever I do know and I can prove, and anybody can prove this, by going on their app on an android, and attempting to buy a ticket for any amountYou dont have to buy it..just go to check out, and before you check out you can see that fees are jot added until after the factThis is against the laws that govern online sales and against the regulations that are in place to protect the consumersThis are unethical practices and misleading processes just to make more money I would have shared the screenshots with the company, however they never responded to my emailsI did share them my the financial institutionI cant share here because it has personal infrmationTo be clear, I do have prove and screenshots of my purchaseI am ready to escalate more, reach out to legal advise and the media, reach out to higher management levels, until I get a full refund Refunding now will be cheaper than later having to pay for courts and lawyers Sincerely, [redacted]
Thank you for reaching out to us, as we appreciate the opportunity to address a Mr***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 ticket location, 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 holdersBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “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.”We have been in contact with Mr***s regarding this issue and have addressed his ticket location is consistent with what he orderedWe hope that Mr***s was able to enjoy his event and encourage him to contact our management team if he has any additional concerns; as it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Mr [redacted] , and while we maintain we are not at fault, both parties have found an amicable resolutionVivid 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 their tickets, delivery and service fees, and the total charge highlighted in redAs previously stated Vivid Seats has been in contact with Mr [redacted] , and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for their future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service teamRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] 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—and maintaining a simple, transparent checkout processMs [redacted] has claimed that she was redirected from another site; however, as a secondary marketplace we have no affiliation with any venueInformation regarding our operations as a resale marketplace are readily available on our siteVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their ticket location and 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 Ms [redacted] selected the tickets she was interested in for the World Series: Chicago Cubs at Cleveland Indians she was presented with an interactive map and all available tickets listed on our siteThe information displayed included the section, row, and price per ticket of the listingMs [redacted] then proceeded to the Login page which displayed a detailed order summary on the right side again reiterating the location and price per ticketAfter Ms [redacted] entered an email address to create an account, she navigated to the Checkout page, which featured 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, red text Ms [redacted] ’s pricing details were available prior to entering any credit card informationAt this point, Ms [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutDirectly below this box, Ms [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your credit card will be charged $2,995.00” before proceeding to place her orderOur 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).” As a secondary marketplace, Vivid Seats is not associated with any artist or venue and does not produce tickets as a primary box officeInstead, 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 variety of market factors such as customer demand and market valueBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryAs Ms [redacted] stated, prior to receiving this claim, we were in contact with her and offered a courtesy resolutionThis was done, stepping outside of the agreed upon terms, in the interest of customer service in an attempt to resolve this matterMs [redacted] declined this offer, thus it was not deliveredAs Ms [redacted] was presented with all order and pricing details prior to placing her order on October 20, 2016, received her valid tickets the following day, and her event has since passed, we consider this matter closedIf Ms [redacted] would like to accept our offer, we encourage her to contact our customer service managementRegards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] 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 events.We would like to provide clarification to Ms [redacted] claimsInitially, Ms [redacted] placed an order for two tickets to a William Singe eventVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the quantity selected, so we are confident in the transparency of our checkoutThough she claims she selected four, our site is completely user-drivenThis means that Ms [redacted] selects the quantity of tickets she wishes to purchaseAdditionally, Ms [redacted] was provided with three separate opportunities to adjust this quantityFirst on the ticket listing page, then on the Login page, and lastly on the Checkout page – all before Ms [redacted] entered any payment information.Ms [redacted] stated that we could not exchange her tickets to which we would like to expand onAs a secondary marketplace, we do not own or generate tickets; instead, tickets are listed on our site by sellersIt is for this reason that we are unable to offer customers to exchange or modify an order once it is placedPrior to placing her order she was presented 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." The "all sales are final" policy is a common occurrence in the industry since, as an online resale marketplace, we do not own any inventoryIn reference to Ms [redacted] claim that she is unable to list the valid tickets she received moments after placing her order; this is inaccurateOur customer service agents simply suggested that if Ms [redacted] no longer wished to own her tickets, reselling is an option available on our site.Nevertheless, prior to receiving this claim, we were in contact with Ms [redacted] to clarify and resolve this matterAs such, we consider this matter resolved and welcome Ms [redacted] to contact us with any additional concerns she may have.Regards,Vivid Seats
Thank you for your responseWe have been in contact with Mr [redacted] and addressed his concerns regarding his order Additionally, we should note that Mr [redacted] was provided his one-time courtesy refund on May 13th as an exception to our agresales terms and conditionsWe encourage him to follow up with his bank directly regarding this charge and if Mr [redacted] has any other questions, our customer service team is available to assist.Regards,Vivid Seats
Thank you for reaching out to us, as we 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.On 5/16/16, Ms [redacted] purchased tickets to see the Boston [redacted] at the Kansas [redacted] on 5/16/This event was later rescheduled by the team for 5/18/On 5/16/16, we contacted Ms [redacted] to inform her of this date changeShe indicated that she would no longer be able to attend, to which it should be noted that Ms [redacted] cannot receive a refund for rescheduled 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 are unable to cancel orders or offer refunds.We have attempted to contact Ms [redacted] regarding this issue and in an attempt to reach a resolution, and at this time we have been unable to reach 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 Ms [redacted] to utilize this resource for any additional concerns; as it currently stands, we consider this matter closed Regards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: The company did not address the complaint.Sorry if the truth hurts.Please be aware and stay away from this company Sincerely, Matthew ***
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 customers select the tickets they are interested in for Diana Krall, 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 textAlthough our customer has indicated otherwise, this breakdown is presented prior to entering any credit card informationNext, 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 $659.28.” 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.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 closed If 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 listing they were interested in for Nebraska Cornhuskers at Oregon Ducks, 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 $1,highlighted in bold textAlthough our customer has indicated otherwise, this information was fully disclosed prior to entering 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 $1,178.63.” 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 the 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.Before 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 departmentRegards,Vivid Seats
Thank you for reaching out to usWe have been in contact with Ms [redacted] and in the interest of customer service, have found a resolution that suits both partiesVivid 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 Ms [redacted] to utilize this resource for any additional concerns; as it currently stands, we consider this matter resolvedRegards,Vivid Seats
Thank you for your response regarding this issueVivid Seats has been in contact with Ms [redacted] , and has confirmed that she has received the resolution providedAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service teamRegards,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 marketplace 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, a [redacted] at [redacted] game, 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 highlighted in bold text prior to entering any credit card detailsAt 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.” 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 6/11/at 9:AM CST and received an email containing their valid tickets at 9:AM CST prior to the event later that evening at 1:PM CSTPrior to receiving this claim, we thoroughly discussed this matter with our customer via our Live Chat application to provide clarificationAs all order details were sufficiently displayed prior to placing their order, and tickets were delivered immediately after the order was placed, 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
We appreciate the time to address Mr [redacted] concerns regarding the tickets he purchased As 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 holdersVivid 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 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 ticket details (section, row), the number and prices of tickets, delivery and service fees, and the total charge highlighted in red.The two tickets Mr [redacted] selected were clearly marked for section in row These details were clearly presented on the checkout screen along with a Sales Terms summary that explains tickets may be listed above face value, and that all sales are final.Mr [redacted] contacted us multiple times and our customer service team reiterated our check out process as well as our “All Sales are Final” policy, which he agreed to prior to completing his purchaseAs a one-time courtesy, we offered the customer a partial refund which was acceptedAlso, we did suggest to Mr [redacted] that he could resell the tickets on our website through our fan-selling servicesIn a separate phone conversation, Mr [redacted] spoke with a customer service associate attempted to assist him with the process of re-selling on our website but Mr [redacted] abruptly disconnected the phone callAfter this, Mr [redacted] called and spoke to a manager readdressed that the ticket details were clearly provided before purchase and that we could not refund the order in fullThe manager restated that he had accepted our courtesy resolution and that we could not provide a full refundVivid Seats contends that Mr [redacted] was not misled regarding the nature of his tickets, and the tickets were consistent with his order and will be valid for entryAgain, we are unable to cancel or refund the orderHowever, like we mentioned, we did offer a partial refund as a one-time courtesy, which has been issued to Mr [redacted] If Mr [redacted] has any further questions, we welcome him to contact a member of our management team for assistance
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms***, and as a one-time courtesy both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf Ms [redacted] 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
Complaint: I am rejecting this response because:The business keeps repeating the same lies Ticket scalpers and deceptive business practices Sincerely, Chad [redacted]
Thank you for your response regarding this matterAs we previously stated, Vivid Seats does not control the In-Hand Date, this date is simplygiven as an estimated delivery date set by the individual sellerOur sales terms clearly state,"Vivid Seats reserves the right to change the delivery method, at its sole discretion, and may deliver tickets for any order up to one (1) hour prior to the event start time listed on the tickets." However, tickets are typically delivered close to the estimated date givenAs Ms [redacted] ’s desired settlement has been obtained and her event has since passed, we consider this matter closedRegards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms***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 eventsMs [redacted] received an email including the tracking number [redacted] on 10/notifying her that her tickets were being shippedMs***’s valid tickets were then delivered on 10/and left at the front doorHowever, Ms [redacted] later contacted us on 10/stating that she was unable to locate her ticketsAt this point we informed Ms [redacted] that would contact the seller to request Ms***’s tickets be reissued yet gave no guarantee that this request would be honoredExplained in our sales terms, “Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” The seller later informed us that they were unable to fulfill this requestPer our sales terms, Vivid Seats offered Ms [redacted] alternative seats within her price rangeVivid Seats clearly states, “Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion” and “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason.” Since Ms [redacted] did not find the replacement tickets acceptable, her order was canceled on 11/and the funds returned to her bank account per our sales termsHowever, Vivid Seats has attempted to contact Ms [redacted] to offer an amicable resolution, stepping outside of our sales terms, yet have been unable to reach herWe encourage Ms [redacted] to contact our customer service so that we may resolve this matterAs it currently stands, we consider this matter closedRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because: No solution has been proposed or provided by Vivid Seats Sincerely, [redacted]
Complaint: I am rejecting this response because: Who's Ms [redacted] that's referenced in Vivids canned responseI suspect it's a copy and paste letter which went out with a misrepresentation of the complainantI am a years old with a year old daughter that asked me to go with her to see this show, headlined by Paul [redacted] .can you imagine getting a chance to do something with your daughter these days? We both were looking forward to that experiencehere are the facts; your invoice isn't clear on the purchaseWhy would it reference buying two tickets and seat numbers when you claim I bought two camp PASSESThere is a difference in terminologyWhy mention two seating numbers when the camp oasis allows you to park in a camping ground? Why did I have o call a few days prior to the event for the whereabouts of my two tickets? Why did your representative respond with, I see you bought two TICKETS to see the show and wen on to tell me that the tickets are usually at will callI asked for an alternate solution and have them delivered directly to me which the representative looked intoA follow up call was made to confirm [redacted] delivery to meAt least two phone calls and two emails were sent to me and in all cases it congratulated me for buying two tickets to see the showNot one time was it mentioned that these were for camp grounds only Take me a look at how your invoice is writtenIt's vague, it's written vertically with incomplete sentencesIt doesn't say your buying two camping passe fir $eachWhat? Who buys one camping pass let alone two for that ridiculous price? Id like to end this matter with a fair request to reimburse me for the balance of the purchase price of the two tickets less the two camping passesThe FMV for those two camping passes at the time were $eachI paid in tota over $with a service fee and [redacted] charges to meI didn't agree to that latter charge howeve be that as it may I am willing to accept $to close this complaint.Please pass this along to Vivid Sears LTD for their response Sincerely, Dominick [redacted]
Complaint: [redacted] I am rejecting this response because:This company does not display the fees on the Android appMaybe in other platforms I do not knowHowever I do know and I can prove, and anybody can prove this, by going on their app on an android, and attempting to buy a ticket for any amountYou dont have to buy it..just go to check out, and before you check out you can see that fees are jot added until after the factThis is against the laws that govern online sales and against the regulations that are in place to protect the consumersThis are unethical practices and misleading processes just to make more money I would have shared the screenshots with the company, however they never responded to my emailsI did share them my the financial institutionI cant share here because it has personal infrmationTo be clear, I do have prove and screenshots of my purchaseI am ready to escalate more, reach out to legal advise and the media, reach out to higher management levels, until I get a full refund Refunding now will be cheaper than later having to pay for courts and lawyers Sincerely, [redacted]
Thank you for reaching out to us, as we appreciate the opportunity to address a Mr***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 ticket location, 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 holdersBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “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.”We have been in contact with Mr***s regarding this issue and have addressed his ticket location is consistent with what he orderedWe hope that Mr***s was able to enjoy his event and encourage him to contact our management team if he has any additional concerns; as it stands, we consider this matter closed.Regards,Vivid Seats