Complaint: [redacted] I am rejecting this response because: The business never offered a resolution for the incident I was never able to speak with a live person only talk via the online chatI was only told I would be contacted by someone before the eventThe event stared at 6pm and they called at 2:left a brief message, returned call only to left in a recording loop that said resolution was resolvedAt no time did I speak with a live person nor was a offered a resolutionThe companies resolution was, to bad those are close enough to what you ordered Sincerely, [redacted]
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] , and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolutionVivid Seats was able to assist Ms [redacted] in attending the event on the correct date and we 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
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 and listing process.Ms [redacted] has indicated that she purchased one ticket though this is inaccurateThe Vivid Seats website is completely user-driven meaning all order details is information either selected or inputted by the customerVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of how many tickets are being purchased, 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] viewed the tickets she was interested in, she was displayed with the event details, the ticket listing information, as well as a drop down box for her to adjust the quantity selectedMs [redacted] then selected the listing she was interested in and continued to the Login page which displayed a detailed order summary on the right sideProvided in this order summary was another opportunity for Ms [redacted] to alter the amount of tickets selectedAfter the customer entered an email address to create an account, she then 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 text prior to entering any payment informationThis breakdown provided Ms [redacted] with a final opportunity to adjust the quantity selected, at this time; the quantity selected was five, not oneMs [redacted] was then 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.” At this time, Ms [redacted] was required to select a check box stating, “I agree to the Vivid Seats terms and conditions,” 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, Ms [redacted] ’s order total was presented in bold text clarifying, “By clicking ‘Place Order,’ your credit card will be charged $2,414.70.” Ms [redacted] then selected Place Order and submitted her order.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 also means that the majority of any sale goes directly to the seller, not Vivid SeatsBecause 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.In relation to Ms [redacted] ’s concerns regarding relisting on our site we would like to provide clarificationCustomers purchasing tickets and fan sellers listing tickets are two completely separate transactionsAdditionally, by purchasing tickets on our site you must agree to the Vivid Seats sales terms and conditions; when listing tickets on our site, fan sellers are required to agree to Seller terms and conditionsMs [redacted] was presented with these seller terms prior to listing her ticketsThese terms clearly state, “Sellers typically receive payments issued to their registered Paypal accounts not more than fourteen (14) business days after delivery to buyer.” In terms of the service fees, the conditions also state, “Seller's proceeds are calculated based on the amount of the listing price set by Seller minus any fees charged by Vivid Seats.”As Ms [redacted] agreed to the sales terms and conditions as well as the Seller terms and conditions, which include the delivery of tickets once a sale is confirmed, Vivid Seats has fully adhered to all terms and conditions which Ms [redacted] agreed toWe have thoroughly addressed this matter with Ms [redacted] prior to receiving this claimAt this time we consider this matter closed and encourage Ms [redacted] to contact us with any additional concerns she may have.Regards,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 eventsMs [redacted] has claimed that she was overcharged, to this we would like to provide clarificationMs [redacted] mentioned that the tickets she purchased on 5/for an event taking place 10/7-10/are currently listed at a different priceWe would like to note that this is a common occurrence as a live market, and prices frequently fluctuateThe tickets Ms [redacted] purchased on 5/reflected the market from MayWith any live market, prices depend highly on a range of factors including customer demandAs a secondary marketplace, Vivid Seats is not affiliated with the Desert Trip 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 information is on every ticket listing page stating, “Prices set by sellers, may be over face-valueSeats are together, unless noted.” This means the price is not based on the tickets' original price, or face value, and may be higher or lower than that original amountAt checkout, 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.”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 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 industryOn 10/we discussed this matter in detail with Ms [redacted] During this conversation we offered Ms [redacted] a resolution that would be amicable for both parties, however, she declinedOur management team is available to handle any additional concerns that Ms [redacted] may have, as it presently stands, we consider this matter closedRegards,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 The Killers, Lower Level "Zone Seating," 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 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, “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 $625.37.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated The Killers 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 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 a [redacted] concert, 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 textAs our customer paid with a credit card, this complete breakdown was disclosed prior to entering any payment informationOur customers are then 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 $329.25.” Our customer then proceeded to select “Place Order”, at which time their order was completeNo order can be placed on our site without the customer's order total being displayed and them having agreed to our terms and select "Place Order."As a secondary marketplace, Vivid Seats is not affiliated with the 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 once an order is placed by a customer we are unable to offer refunds and must adhere to an “all sales are final” policy which is a standard throughout the industry and agreby the customerPrior to receiving this claim, a representative discussed this matter with our customer on the Live Chat application to address their concernsA manager later attempted to contact our customer though they were unsuccessful in reaching themOur customer’s valid tickets were delivered on 8/9/and downloaded on 8/10/prior to their event which took place later that eveningIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matterPrior to receiving this claim, Vivid Seats has been in contact with Mr [redacted] , and we believe that both parties have found an amicable resolutionAs such, we consider this matter resolvedWe ask that Mr [redacted] give 3-business days for this resolution to appear in his accountIf Mr [redacted] has any further questions or concerns regarding this order, we encourage him to contact a member of our customer service teamRegards, 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 Sincerely, Holly ***
I contacted Vivid Seats days ago to inform them that I never received my tickets and they responded that a supervisor would be in contact with me within hoursThey have not contacted meI have followed up with them with additional email requests and they have all been ignoredThey have an number but it is just automated voice response and no way to get anybody on the phone to try to resolve the issueVery poor business practices and horrible customer service
Thank you for contacting us regarding the concerns of our valued customer, Ms [redacted] We sincerely appreciate the opportunity to address this matterIt should be noted that Vivid Seats is an online ticket resale marketplace, meaning that we have no affiliation with any venue or box office and do not own or generate any ticketsRather, our role is simply to facilitate transactions between fans and ticket holdersBecause our customers are purchasing from individual ticket sellers, we must ensure that our policies are fair to both partiesThis means that sellers are notified immediately when a sale is made and we are therefore unable to offer any refunds or cancellations, and must adhere to an "all sales are final" policy--a standard throughout the industry.With regard to her claim that the tickets were sent late, it must be noted that this is inaccurateThe delivery method for the tickets that Ms [redacted] selected was Electronic-Instant DownloadAccordingly, the tickets were sent to her momentarily after her submission of the orderMs [redacted] submitted her order on 08/11/at 05:PM CST, and we do have documentation proving that Ms [redacted] 's tickets were delivered on 08/11/at 5:PM CSTAdditionally, the tickets were downloaded by the customer at 05:PM CSTAt 07:PM CST, Ms [redacted] re-sent the tickets to herself through our website using her Vivid Seats account.In reference to her claim that she was not permitted to enter the event when she scanned her tickets from her phone, it should be noted that because we have no affiliation with any venue, Vivid Seats is not able to guarantee entry by mobile scanFor this reason, we clearly detail to our customers that they will need to print their tickets on paperThe subject of the email containing the tickets was, "Your Tickets Are Ready To Print," and contained a link to download and print the ticketsDirectly below this link in bold print, the following message was stated: "This email is not a ticket for entry to the eventYou must print out the PDF document to gain entry." Additionally, printed on the ticket itself is the message, "not redeemable via mobile app."Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms [redacted] agreed, and has upheld our 100% Buyer GuaranteeIn addition, we have attempted to contact Ms [redacted] on numerous occasions in an attempt to provide a courtesy resolution to this matter, but have been unsuccessful in reaching herIf she would like to discuss a resolution, or if she has any further questions or concerns, we encourage Ms [redacted] to reach out to a member of our customer service teamAs it presently stands, we consider this matter closed.Regards,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 processVivid 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 orderMs [redacted] selected a listing which was labeled, “Section: Row: FF” for JourneyAfter customers select the tickets they are interested in, 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 messages, “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” and “I agree to the Vivid Seats terms and conditions,” with 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 PayPal account will be charged $181.10.” Our customer then proceeded to select Place Order at which time their order was completeIn regards to the face value of tickets we would like to provide clarificationAs 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, “Note: 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 industryMs [redacted] placed her order on 12/9/and her valid tickets were delivered via email shortlyAlthough Ms [redacted] has indicated that she received tickets that varied in location to what was selected during checkout, Ms [redacted] received tickets in Section: Row: FF; the exact location which she selectedPrior to receiving this claim we spoke with Ms [redacted] and clarified all of her concernsAt this time we also offered a one-time courtesy resolution in the interest of customer serviceMs [redacted] , however, declined this offer to resolveAs Ms [redacted] was sufficiently notified of the nature of her purchase, and received the correct tickets prior to her event, which has since passed, we consider this closedIf Ms [redacted] has any additional concerns we encourage her to contact our customer serviceRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr [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 processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their ticket details, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderOur website is user-driven meaning all order details are based on information the customer selects or inputs themselves during the checkout processWhen Mr [redacted] selected tickets in Section: H Row: 5, he continued to the Login page which displayed a detailed order summary on the right side specifying the event, section, and row selectedAfter the customer entered an email address to create an account, he then 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 highlighted in bold, red textAt this point, Mr [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkoutDirectly below this, in bold text, it states “By clicking ‘Place Order,’ your credit card will be charged $200.” Our 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).” Although Mr [redacted] is requesting a full refund, 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 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 industryWhen Mr [redacted] contacted us with his concerns, prior to receiving this complaint, we offered a resolution that would be amicable to both parties, stepping outside the sales terms agreed upon at the time of checkoutHowever, Mr [redacted] declined this offer As Mr [redacted] received the exact tickets he ordered, and as he had an opportunity to review his order prior to completing the purchase, we consider this matter closedRegards, 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 orderOur site is completely user-driven meaning all order details are either selected or input by the customerOur customer was provided the opportunity to adjust the quantity selected on the ticket listing, Login, and Checkout pagesAdditionally, their complete itemized order breakdown was provided prior to entering any payment informationOn the checkout page, 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 $145.00.” 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 event 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 typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Nevertheless, 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 and, 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 in reference to the concerns of our valued customer, Mr [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 processMr [redacted] has indicated that he purchased two tickets rather than four; however, this should be noted as inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the number of tickets selected so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an order Our site is user-driven meaning that all order details are either selected or inputted by the customer during the checkout processWhen Mr [redacted] viewed tickets for Ringling Bros B&B Circus, he was provided the opportunity to adjust the quantity selectedWith four tickets selected, Mr [redacted] continued to the Login pageHere Mr [redacted] was displayed a detailed order summary on the right side with another opportunity to select or adjust his desired quantityAfter Mr [redacted] entered an email address to create an account, he then 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 $highlighted in bold, red text prior to entering his payment informationThis order summary reiterated the quantity selected and provided Mr [redacted] with a third and final opportunity to modify thisAt this point, Mr [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 the message, “By clicking ‘Place Order,’ your credit card will be charged $358.26.” Our 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).” 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 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 industryMr [redacted] stated that his seats were occupied; however, our records verify that he had not downloaded his tickets to review the specific seat numbers which were delivered to him on 1/26/Nevertheless, Vivid Seats delivered the four valid tickets Mr [redacted] purchased prior to his event, therefore fulfilling our sales terms and conditionsAs such, we consider this matter closedIf MrStopler has any additional concerns, we encourage him to contact our customer service departmentRegards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer Mr [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.Although Mr [redacted] has stated that his tickets were not delivered to him prior to his event that took place on 7/29/2017, it should be noted that we were in contact with our customer to address this claimOur records indicate that the valid tickets were successfully transferred to him by the seller, but the customer did not electronically accept these ticketsHowever, Vivid Seats has offered a one-time courtesy resolution of a full refund in the interest of customer service and we are pleased to have reached an amicable resolutionAt this time, we consider this matter resolvedIf Mr [redacted] has any additional concerns pertaining to his order, we encourage him 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 orderOur site is completely user-driven meaning no order can be placed without the customer having been presented with, and agree upon, the order details including the order totalAfter our customer selected the event and listing they were interested in, they were prompted to enter an email address to create an account, they proceeded through several steps to navigate to the Checkout page, which featured an in-depth order summary that displayed 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, “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 PayPal account will be charged $407.50.” 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 event 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.Prior to receiving this claim we discussed this matter with our customer to provide clarificationAs all order details and policies were presented and agreed upon by our customer, 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 opportunity to address Mr***'s concernVivid 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.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 holders The 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processAnd, because 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 industry Before Mr [redacted] completed his order, he was informed that the estimated “in-hand” date, or delivery date, of his tickets was 05/23/While many tickets are available to ship as soon as the seller confirms the order, tickets to certain events, may not be released by the team or box office until close to the event dateBefore placing his order, Mr [redacted] was informed that the requested tickets might not be delivered until just a few days prior to the event—and in this case, the venue has not yet released the requested tickets to the original purchaser.Mr [redacted] is guaranteed to receive his tickets before the event in accordance to our 100% Buyer GuaranteeWe have updated the shipping on his order to a FedEx Priority Overnight Delivery, which means when the tickets do ship he will receive them the next business dayWe ask Mr [redacted] to remain patient and if he has any further questions to reach out to our management team
Complaint: [redacted] I am rejecting this response because: Sincerely, Clint [redacted] We have shown all the paper work to you showing this dispute you are stating has been resolved , This no longer the issue , We paid the $for these two tickets & viidseats resold these tickets after we paid , This is the problem VividSeats is giving us credit back to our Discover card AMOUT OF $ Jun.22, We were billed $ We would like to know why you decided not to refund all that you charged Discover Card and we paid ? There is a Difference of $ PLEASE EXPLAIN THIS TO US , WE WILL NOT CLOSE THIS COMPLAINT UNTIL YOU PAY WHAT YOU CHARGED AND WE PAID VIVIDSEATS YOU HAVE MADE THIS INTO A NIGHTMARE FOR US BECAUSE YOU DECIDED TO TO DO THE WRONG , YOU HAVE MADE OUR WEDDING ANNIVERSARY A MEMORY THAT SURE IS NOT A SPECIAL OCCASION ,THANKS FOR THE MEOMORIES , VERY UNHAPPY WITH THIS MESS , PAY US THE $SO WE CAN CLOSE THIS BAD CHAPTER IN THIS MESS Clint & Bobbie [redacted] You will never have to deal with us again & like wise for us , Your company VividSeats is nothing to us Except a bad Memory
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 events.As our customer stated, their order was placed on 7/24/at 1:AM CSTLater that day, the artist sent out a press release regarding the event being rescheduled due to a family emergencyAs we have no affiliation with the artist, such matters are outside of our purviewWhen our customer placed their order, they were required to select a box signifying their agreement to our sales terms and conditionsDisplayed at checkout was 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.” These terms clearly state, “Vivid Seats will determine when an event is canceled based upon the best information availablePostponed or rescheduled events will not be refundedEvent date, times, venue and subject matter may changeWe are not always notified if a show is postponed, rescheduled or canceledIt is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event.”Our customer has claimed that they received an email from us stating the event was cancelled, this is inaccurateOur customer placed their order on 7/24/and received their valid tickets minutes laterOur customer then received a courtesy email at 7:PM CST that the event had been postponed, not cancelledOn 8/1/at 10:AM CST our customer was informed that the artist had rescheduled the event for 9/14/As the tickets our customer received shortly after their order was placed remains valid for the rescheduled date, we consider this matter closedThis is the first we are learning of our customers concerns as we have received no communication from themShould they wish to discuss this matter further, we welcome them to contact a customer service representative.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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their placed orders, 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 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processBecause 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 Ms [redacted] regarding this issue and have assisted her in reselling the tickets she no longer wished to useWhile our management team is available to handle any additional concerns that Ms [redacted] may have, we consider this matter closed and encourage Ms [redacted] to contact us if she has additional questions.Regards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: The business never offered a resolution for the incident I was never able to speak with a live person only talk via the online chatI was only told I would be contacted by someone before the eventThe event stared at 6pm and they called at 2:left a brief message, returned call only to left in a recording loop that said resolution was resolvedAt no time did I speak with a live person nor was a offered a resolutionThe companies resolution was, to bad those are close enough to what you ordered Sincerely, [redacted]
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] , and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolutionVivid Seats was able to assist Ms [redacted] in attending the event on the correct date and we 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
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 and listing process.Ms [redacted] has indicated that she purchased one ticket though this is inaccurateThe Vivid Seats website is completely user-driven meaning all order details is information either selected or inputted by the customerVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of how many tickets are being purchased, 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] viewed the tickets she was interested in, she was displayed with the event details, the ticket listing information, as well as a drop down box for her to adjust the quantity selectedMs [redacted] then selected the listing she was interested in and continued to the Login page which displayed a detailed order summary on the right sideProvided in this order summary was another opportunity for Ms [redacted] to alter the amount of tickets selectedAfter the customer entered an email address to create an account, she then 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 text prior to entering any payment informationThis breakdown provided Ms [redacted] with a final opportunity to adjust the quantity selected, at this time; the quantity selected was five, not oneMs [redacted] was then 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.” At this time, Ms [redacted] was required to select a check box stating, “I agree to the Vivid Seats terms and conditions,” 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, Ms [redacted] ’s order total was presented in bold text clarifying, “By clicking ‘Place Order,’ your credit card will be charged $2,414.70.” Ms [redacted] then selected Place Order and submitted her order.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 also means that the majority of any sale goes directly to the seller, not Vivid SeatsBecause 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.In relation to Ms [redacted] ’s concerns regarding relisting on our site we would like to provide clarificationCustomers purchasing tickets and fan sellers listing tickets are two completely separate transactionsAdditionally, by purchasing tickets on our site you must agree to the Vivid Seats sales terms and conditions; when listing tickets on our site, fan sellers are required to agree to Seller terms and conditionsMs [redacted] was presented with these seller terms prior to listing her ticketsThese terms clearly state, “Sellers typically receive payments issued to their registered Paypal accounts not more than fourteen (14) business days after delivery to buyer.” In terms of the service fees, the conditions also state, “Seller's proceeds are calculated based on the amount of the listing price set by Seller minus any fees charged by Vivid Seats.”As Ms [redacted] agreed to the sales terms and conditions as well as the Seller terms and conditions, which include the delivery of tickets once a sale is confirmed, Vivid Seats has fully adhered to all terms and conditions which Ms [redacted] agreed toWe have thoroughly addressed this matter with Ms [redacted] prior to receiving this claimAt this time we consider this matter closed and encourage Ms [redacted] to contact us with any additional concerns she may have.Regards,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 eventsMs [redacted] has claimed that she was overcharged, to this we would like to provide clarificationMs [redacted] mentioned that the tickets she purchased on 5/for an event taking place 10/7-10/are currently listed at a different priceWe would like to note that this is a common occurrence as a live market, and prices frequently fluctuateThe tickets Ms [redacted] purchased on 5/reflected the market from MayWith any live market, prices depend highly on a range of factors including customer demandAs a secondary marketplace, Vivid Seats is not affiliated with the Desert Trip 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 information is on every ticket listing page stating, “Prices set by sellers, may be over face-valueSeats are together, unless noted.” This means the price is not based on the tickets' original price, or face value, and may be higher or lower than that original amountAt checkout, 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.”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 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 industryOn 10/we discussed this matter in detail with Ms [redacted] During this conversation we offered Ms [redacted] a resolution that would be amicable for both parties, however, she declinedOur management team is available to handle any additional concerns that Ms [redacted] may have, as it presently stands, we consider this matter closedRegards,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 The Killers, Lower Level "Zone Seating," 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 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, “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 $625.37.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated The Killers 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 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 a [redacted] concert, 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 textAs our customer paid with a credit card, this complete breakdown was disclosed prior to entering any payment informationOur customers are then 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 $329.25.” Our customer then proceeded to select “Place Order”, at which time their order was completeNo order can be placed on our site without the customer's order total being displayed and them having agreed to our terms and select "Place Order."As a secondary marketplace, Vivid Seats is not affiliated with the 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 once an order is placed by a customer we are unable to offer refunds and must adhere to an “all sales are final” policy which is a standard throughout the industry and agreby the customerPrior to receiving this claim, a representative discussed this matter with our customer on the Live Chat application to address their concernsA manager later attempted to contact our customer though they were unsuccessful in reaching themOur customer’s valid tickets were delivered on 8/9/and downloaded on 8/10/prior to their event which took place later that eveningIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matterPrior to receiving this claim, Vivid Seats has been in contact with Mr [redacted] , and we believe that both parties have found an amicable resolutionAs such, we consider this matter resolvedWe ask that Mr [redacted] give 3-business days for this resolution to appear in his accountIf Mr [redacted] has any further questions or concerns regarding this order, we encourage him to contact a member of our customer service teamRegards, 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 Sincerely, Holly ***
I contacted Vivid Seats days ago to inform them that I never received my tickets and they responded that a supervisor would be in contact with me within hoursThey have not contacted meI have followed up with them with additional email requests and they have all been ignoredThey have an number but it is just automated voice response and no way to get anybody on the phone to try to resolve the issueVery poor business practices and horrible customer service
Thank you for contacting us regarding the concerns of our valued customer, Ms [redacted] We sincerely appreciate the opportunity to address this matterIt should be noted that Vivid Seats is an online ticket resale marketplace, meaning that we have no affiliation with any venue or box office and do not own or generate any ticketsRather, our role is simply to facilitate transactions between fans and ticket holdersBecause our customers are purchasing from individual ticket sellers, we must ensure that our policies are fair to both partiesThis means that sellers are notified immediately when a sale is made and we are therefore unable to offer any refunds or cancellations, and must adhere to an "all sales are final" policy--a standard throughout the industry.With regard to her claim that the tickets were sent late, it must be noted that this is inaccurateThe delivery method for the tickets that Ms [redacted] selected was Electronic-Instant DownloadAccordingly, the tickets were sent to her momentarily after her submission of the orderMs [redacted] submitted her order on 08/11/at 05:PM CST, and we do have documentation proving that Ms [redacted] 's tickets were delivered on 08/11/at 5:PM CSTAdditionally, the tickets were downloaded by the customer at 05:PM CSTAt 07:PM CST, Ms [redacted] re-sent the tickets to herself through our website using her Vivid Seats account.In reference to her claim that she was not permitted to enter the event when she scanned her tickets from her phone, it should be noted that because we have no affiliation with any venue, Vivid Seats is not able to guarantee entry by mobile scanFor this reason, we clearly detail to our customers that they will need to print their tickets on paperThe subject of the email containing the tickets was, "Your Tickets Are Ready To Print," and contained a link to download and print the ticketsDirectly below this link in bold print, the following message was stated: "This email is not a ticket for entry to the eventYou must print out the PDF document to gain entry." Additionally, printed on the ticket itself is the message, "not redeemable via mobile app."Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms [redacted] agreed, and has upheld our 100% Buyer GuaranteeIn addition, we have attempted to contact Ms [redacted] on numerous occasions in an attempt to provide a courtesy resolution to this matter, but have been unsuccessful in reaching herIf she would like to discuss a resolution, or if she has any further questions or concerns, we encourage Ms [redacted] to reach out to a member of our customer service teamAs it presently stands, we consider this matter closed.Regards,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 processVivid 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 orderMs [redacted] selected a listing which was labeled, “Section: Row: FF” for JourneyAfter customers select the tickets they are interested in, 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 messages, “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” and “I agree to the Vivid Seats terms and conditions,” with 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 PayPal account will be charged $181.10.” Our customer then proceeded to select Place Order at which time their order was completeIn regards to the face value of tickets we would like to provide clarificationAs 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, “Note: 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 industryMs [redacted] placed her order on 12/9/and her valid tickets were delivered via email shortlyAlthough Ms [redacted] has indicated that she received tickets that varied in location to what was selected during checkout, Ms [redacted] received tickets in Section: Row: FF; the exact location which she selectedPrior to receiving this claim we spoke with Ms [redacted] and clarified all of her concernsAt this time we also offered a one-time courtesy resolution in the interest of customer serviceMs [redacted] , however, declined this offer to resolveAs Ms [redacted] was sufficiently notified of the nature of her purchase, and received the correct tickets prior to her event, which has since passed, we consider this closedIf Ms [redacted] has any additional concerns we encourage her to contact our customer serviceRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr [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 processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their ticket details, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderOur website is user-driven meaning all order details are based on information the customer selects or inputs themselves during the checkout processWhen Mr [redacted] selected tickets in Section: H Row: 5, he continued to the Login page which displayed a detailed order summary on the right side specifying the event, section, and row selectedAfter the customer entered an email address to create an account, he then 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 highlighted in bold, red textAt this point, Mr [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkoutDirectly below this, in bold text, it states “By clicking ‘Place Order,’ your credit card will be charged $200.” Our 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).” Although Mr [redacted] is requesting a full refund, 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 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 industryWhen Mr [redacted] contacted us with his concerns, prior to receiving this complaint, we offered a resolution that would be amicable to both parties, stepping outside the sales terms agreed upon at the time of checkoutHowever, Mr [redacted] declined this offer As Mr [redacted] received the exact tickets he ordered, and as he had an opportunity to review his order prior to completing the purchase, we consider this matter closedRegards, 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 orderOur site is completely user-driven meaning all order details are either selected or input by the customerOur customer was provided the opportunity to adjust the quantity selected on the ticket listing, Login, and Checkout pagesAdditionally, their complete itemized order breakdown was provided prior to entering any payment informationOn the checkout page, 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 $145.00.” 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 event 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 typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Nevertheless, 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 and, 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 in reference to the concerns of our valued customer, Mr [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 processMr [redacted] has indicated that he purchased two tickets rather than four; however, this should be noted as inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the number of tickets selected so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an order Our site is user-driven meaning that all order details are either selected or inputted by the customer during the checkout processWhen Mr [redacted] viewed tickets for Ringling Bros B&B Circus, he was provided the opportunity to adjust the quantity selectedWith four tickets selected, Mr [redacted] continued to the Login pageHere Mr [redacted] was displayed a detailed order summary on the right side with another opportunity to select or adjust his desired quantityAfter Mr [redacted] entered an email address to create an account, he then 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 $highlighted in bold, red text prior to entering his payment informationThis order summary reiterated the quantity selected and provided Mr [redacted] with a third and final opportunity to modify thisAt this point, Mr [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 the message, “By clicking ‘Place Order,’ your credit card will be charged $358.26.” Our 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).” 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 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 industryMr [redacted] stated that his seats were occupied; however, our records verify that he had not downloaded his tickets to review the specific seat numbers which were delivered to him on 1/26/Nevertheless, Vivid Seats delivered the four valid tickets Mr [redacted] purchased prior to his event, therefore fulfilling our sales terms and conditionsAs such, we consider this matter closedIf MrStopler has any additional concerns, we encourage him to contact our customer service departmentRegards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer Mr [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.Although Mr [redacted] has stated that his tickets were not delivered to him prior to his event that took place on 7/29/2017, it should be noted that we were in contact with our customer to address this claimOur records indicate that the valid tickets were successfully transferred to him by the seller, but the customer did not electronically accept these ticketsHowever, Vivid Seats has offered a one-time courtesy resolution of a full refund in the interest of customer service and we are pleased to have reached an amicable resolutionAt this time, we consider this matter resolvedIf Mr [redacted] has any additional concerns pertaining to his order, we encourage him 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 orderOur site is completely user-driven meaning no order can be placed without the customer having been presented with, and agree upon, the order details including the order totalAfter our customer selected the event and listing they were interested in, they were prompted to enter an email address to create an account, they proceeded through several steps to navigate to the Checkout page, which featured an in-depth order summary that displayed 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, “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 PayPal account will be charged $407.50.” 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 event 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.Prior to receiving this claim we discussed this matter with our customer to provide clarificationAs all order details and policies were presented and agreed upon by our customer, 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 opportunity to address Mr***'s concernVivid 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.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 holders The 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processAnd, because 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 industry Before Mr [redacted] completed his order, he was informed that the estimated “in-hand” date, or delivery date, of his tickets was 05/23/While many tickets are available to ship as soon as the seller confirms the order, tickets to certain events, may not be released by the team or box office until close to the event dateBefore placing his order, Mr [redacted] was informed that the requested tickets might not be delivered until just a few days prior to the event—and in this case, the venue has not yet released the requested tickets to the original purchaser.Mr [redacted] is guaranteed to receive his tickets before the event in accordance to our 100% Buyer GuaranteeWe have updated the shipping on his order to a FedEx Priority Overnight Delivery, which means when the tickets do ship he will receive them the next business dayWe ask Mr [redacted] to remain patient and if he has any further questions to reach out to our management team
Complaint: [redacted] I am rejecting this response because: Sincerely, Clint [redacted] We have shown all the paper work to you showing this dispute you are stating has been resolved , This no longer the issue , We paid the $for these two tickets & viidseats resold these tickets after we paid , This is the problem VividSeats is giving us credit back to our Discover card AMOUT OF $ Jun.22, We were billed $ We would like to know why you decided not to refund all that you charged Discover Card and we paid ? There is a Difference of $ PLEASE EXPLAIN THIS TO US , WE WILL NOT CLOSE THIS COMPLAINT UNTIL YOU PAY WHAT YOU CHARGED AND WE PAID VIVIDSEATS YOU HAVE MADE THIS INTO A NIGHTMARE FOR US BECAUSE YOU DECIDED TO TO DO THE WRONG , YOU HAVE MADE OUR WEDDING ANNIVERSARY A MEMORY THAT SURE IS NOT A SPECIAL OCCASION ,THANKS FOR THE MEOMORIES , VERY UNHAPPY WITH THIS MESS , PAY US THE $SO WE CAN CLOSE THIS BAD CHAPTER IN THIS MESS Clint & Bobbie [redacted] You will never have to deal with us again & like wise for us , Your company VividSeats is nothing to us Except a bad Memory
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 events.As our customer stated, their order was placed on 7/24/at 1:AM CSTLater that day, the artist sent out a press release regarding the event being rescheduled due to a family emergencyAs we have no affiliation with the artist, such matters are outside of our purviewWhen our customer placed their order, they were required to select a box signifying their agreement to our sales terms and conditionsDisplayed at checkout was 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.” These terms clearly state, “Vivid Seats will determine when an event is canceled based upon the best information availablePostponed or rescheduled events will not be refundedEvent date, times, venue and subject matter may changeWe are not always notified if a show is postponed, rescheduled or canceledIt is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event.”Our customer has claimed that they received an email from us stating the event was cancelled, this is inaccurateOur customer placed their order on 7/24/and received their valid tickets minutes laterOur customer then received a courtesy email at 7:PM CST that the event had been postponed, not cancelledOn 8/1/at 10:AM CST our customer was informed that the artist had rescheduled the event for 9/14/As the tickets our customer received shortly after their order was placed remains valid for the rescheduled date, we consider this matter closedThis is the first we are learning of our customers concerns as we have received no communication from themShould they wish to discuss this matter further, we welcome them to contact a customer service representative.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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their placed orders, 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 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processBecause 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 Ms [redacted] regarding this issue and have assisted her in reselling the tickets she no longer wished to useWhile our management team is available to handle any additional concerns that Ms [redacted] may have, we consider this matter closed and encourage Ms [redacted] to contact us if she has additional questions.Regards,Vivid Seats