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 so long as I my credit card company will receive a full refund credit from Vivid Seats for my original charge as Vivid Seats has offered and stated to me in writingI would like to point out that Vivid Seats online account for my order states that my tickets were delivered as they stated to me multiples times verbally and in writing but they will not be available until May 11th three days before the showThose two statements are contradictory.Vivid Seats did contact me timely and frequentlyi insisted our tickets were not delivered and We did not receive an email from the resellerI was never provided proof by Vivid Seats or reseller that email was sentI never received email from [redacted] that the tickets were transferred to meI maintain that stating tickets delivered but will not be available until May 11th are contradictory statements .I appreciate Vivid Seats has offered me a full refund and once I received it, which as of this writing I have not, I will then consider the matter closed.Sincerely, [redacted]
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 matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers... with individual ticket holders and amazing live events. To 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 order details, so we are confident in the transparency of our checkout process. Ms. [redacted] stated she saw this delivery charge per ticket yet indicated she did not see the service fee or order total. However, the service fee per ticket is located directly above the $2.50 per ticket delivery fee Ms. [redacted] mentioned. Directly below this in-depth order summary, Ms. [redacted] was also presented with her order total of $1,537.50 highlighted in bold, red text prior to entering any payment information. At 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 checkout. Directly below this Ms. [redacted] ’s order total was reiterated, “By clicking ‘Place Order,’ your credit card will be charged$1,537.50.” 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 final. All 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 parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. As Ms. [redacted] was given sufficient opportunity to review her order details prior to placing her order on 11/19 and received her valid tickets immediately, we consider this matter closed. If Ms. [redacted] has any additional concerns, we encourage her to contact a member of our customer service. Regards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:Vivid rejected my request for a full refund Instead forcing four trips to the court house that resulted in a judgement of a full refund plus court costs The time to offer a refund and call it square has passed Sincerely, [redacted] ***
Thank you for your responseAs noted in our previous response, the Estimated Ship Date for the tickets Mr [redacted] selected was 6/14/This information was presented prior to checkout, and Mr [redacted] confirmed that he had read and agreed to this information prior to completing his purchaseAdditionally, our 100% Buyer Guarantee, presented on every page of our website and throughout the checkout process, ensures that tickets will arrive in time for the eventMr [redacted] 's tickets were sent to his email on 6/13/16, one day prior to the Estimated Ship Date to which he agreed, and six days prior to the eventAs such, Vivid Seats maintains that Mr [redacted] was not misled regarding any details of his purchase.Vivid Seats has fully adhered to our 100% Buyer Guarantee, and has addressed this matter in detail both through the Revdex.com, as well as through email correspondence with Mr [redacted] As noted, Mr [redacted] has also filed a financial dispute regarding this transactionDue to this dispute, we are not able to offer a resolution to this matter through the Revdex.com channel at this timeWe encourage Mr [redacted] to follow up with his financial institution with any questions about the outcome of this disputeAt this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer Mr [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 process.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 holdersAs such, any last-minute decisions regarding customers’ seats being moved are made entirely at the discretion of the venue and are, therefore, beyond our control and purviewThese stipulations were made clear in the Sales Terms and Conditions Mr [redacted] agreed upon when submitting his order: “Vivid Seats is acting as a ticket marketplaceThis means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live eventsIt also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing groupVivid Seats is not representing any official organizer of the events listed.”These terms also state our policy regarding changes that venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matterIf the customer’s claim is substantiated, our 100% Money Back Guarantee ensures that the customer will receive a full refund for their orderIn the case of Mr [redacted] , we can confirm that he did receive tickets for seats in the section and row he requestedOur thorough investigation also resulted in documentation proving that the tickets he received were in fact valid for entry to this eventFor this reason, Mr [redacted] is not due to receive a refund, per the agreterms and conditionsAdditionally, as venues typically do not issue refunds to the original purchaser in the event of a seating change, we cannot hold the seller accountable for Mr [redacted] ’ [redacted] claim.In addition to this current claim, Mr [redacted] has filed a dispute with his financial institution regarding this transactionDue to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage our customer to contact their financial institution with any questions regarding its process or outcomeAs it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us; we appreciate the opportunity to address Mr. [redacted] ' concerns. As context, Vivid Seats operates a secondary marketplace for the exchange of live event tickets and maintains one of the largest seller networks in the industry. Our mission is to connect customers... with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] indicates that his price differed from the "face value" printed on the ticket. Indeed, that is correct, and it was disclosed to him in advance. As Vivid Seats operates a secondary marketplace, prices are not based on the "face value" from the primary box office. Rather, prices are set by individual ticket sellers -- not by Vivid Seats -- and are based on those sellers' assessments of various market factors, including customer demand. This information is clearly disclosed to all customers who shop on our website. For example, the ticket selection page displays the following message: "NOTE: Prices set by sellers, may be over face-value." The specific ticket listing that was selected by Mr. [redacted] showed 3 tickets at a per-ticket price of $84 before fees. That price was determined by the seller who created the ticket listing; Vivid Seats adds processing and delivery fees to each order to cover the costs of running a professional website and full-service contact center, screening seller ticket listings to ensure only valid and authentic tickets are being sold through our exchange, and continually investing in technology improvements in order to provide the simplest and safest experience for both buyers and sellers. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, including service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order; it is in no way misleading or deceptive. When Mr. [redacted] selected the tickets he was interested in purchasing, he was first taken to the Login page, which displayed a basic order summary on the right side. After he provided his email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary including the ticket price and quantity, delivery and service fees, and the total charge of $339.86 highlighted in bold, red text. After he entered his payment information and before he completed the purchase, Mr. [redacted] was 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 checkout. Directly below that message, the following was displayed in bold: “By clicking ‘Place Order,’ your credit card will be charged $339.86.” As Vivid Seats operates a marketplace connecting buyers and sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. All of our policies, including our “all sales are final” policy, are disclosed throughout the purchase process, such as with the following message at checkout: “All sales are final. All prices are listed in US Dollars (USD).” Though we are unable to cancel Mr. [redacted] ' order, we encourage him to contact our customer service department with any additional concerns he may have; as it currently stands, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us regarding this matterVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total including all fees, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderYet, prior to receiving this claim, Vivid Seats has been in contact with Ms [redacted] , and both parties have since found an amicable resolutionAs such, we consider this matter resolvedIf Ms [redacted] has any further questions or concerns regarding this order, we encourage her to contact a member of our customer service teamRegards, Vivid Seats
Thank you for reaching out to usWe here at Vivid Seats have discussed this matter with the purchaser as well as the complainant regarding this matterIt should first be noted that Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry; our 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 processIn regards to Ms [redacted] 's claim about the tickets that were received, it should be noted that her and the purchaser selected VIP BOX tickets and attended the event in the designated section they selected to purchase (VIP BOX 67)Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their seating section, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderAfter a thorough review of Ms [redacted] ’s order, it was determined that Ms [redacted] did receive the correct section and row that was agreed upon at checkoutAs Ms [redacted] was provided the correct tickets for her desired event, we are unable to offer refunds and must enforce our “all sales are final” policy -- the same policy which Ms [redacted] agreed to at checkoutWe have been in contact with Ms [redacted] and the purchaser regarding this issue and have offered a resolution that would be suitable for both partiesIf Ms [redacted] or the purchaser wishes to pursue this proposed resolution, our management team will be available to provide it to themAs Ms [redacted] and the purchaser were able to attend the event in the area they selected and without issue, we consider this matter closedRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:If the price of the ticket was indicated when I checked outI would have known I was not getting good seatsTypically when I purchase seats I pay this type of priceI always try to sit as close to the stage as I can reasonably getThese seats were on the very top balcony and far away from the performersOpera glasses would have been neededI did not bring my glasses and was so upset at where we were seated I elected to sit outside and could not enjoy the eventI let down myself, my sister, my mother and two of my aunts who rely on me to procur great seatsI thought the money I was paying for the seats I purchased was what the venue was chargingVivid Seats is a professional scalping siteLet's just be honestIf you chose not to refund my money that's fineIt will be the last money you will ever get from me and I will be sure to make any and everyone I can aware that they should avoid your business at all costs Sincerely, [redacted]
Thank you for reaching out to us regarding this matterAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holdersAnd yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer GuaranteeThis guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refundIn our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.During this investigation, we received documentation verifying that Ms [redacted] ticket was validNevertheless, as a courtesy we have been in contact with Ms [redacted] and have reached an amicable resolutionAs such, we consider this matter resolvedIf Ms [redacted] has any further questions or concerns regarding her order, we welcome her to contact usRegards,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.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 holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home)Additionally, our checkout process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in redEvery customer must accept our sales terms and conditions, inclduing our "All Sales are Final" policy in order to complete their orderWe have attempted to contact Mr [redacted] regarding this issue, but have been unable to reach an amicable resolutionAs Mr [redacted] has possession of the ticket, we consider this matter closed
Thank you for reaching out to us, as we 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.In regards to Mr [redacted] 's order, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their their event date, 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 red.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 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 industry.This 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 [redacted] regarding this issue and have reached an amicable resolutionOur management team is available to handle any additional concerns that Mr [redacted] may haveAs it currently stands, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us. We appreciate the opportunity to address her concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this... end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms. [redacted] was not misled by a representative to give her credit card number, as Ms. [redacted] made this purchase online. We recognize that she may have issues with purchasing a different quantity than initially intended for the Bill [redacted] /Dennis [redacted] event on 10/23/15. However, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of both the quantity of tickets purchased and the amount of which they are charged, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in red. (A screenshot of a sample checkout page has been attached for reference.) Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way. 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 demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This 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 tickets. All prices in US Dollars. All sales are final." (This policy is also visible in the sample screenshot mentioned above). These messages would have been clearly visible to Ms. [redacted] during the purchase process.Not only has Ms. [redacted] reached out to our customer service department multiple times regarding their complaint, we have actively worked towards resolving this issue on multiple fronts, including reaching an mutually amicable resolution on June 8th, 2015. The tickets were sent to Ms. [redacted] 's email address on June 7th, 2015 and were available for download and use for the event. Whether or not Ms. [redacted] chose to not download and use the tickets is outside of our control. Since Ms. [redacted] must acknowledge that she is aware of and understands our policies before the order is placed by agreeing to our Terms and Conditions, we find it very difficult to understand how she believes she was misled. If Ms. [redacted] has any further questions about her orders, we welcome her to reach out to a member of our customer service department. At present, we consider this matter closed.
Ms [redacted] purchased tickets that were automatically upgraded by the seller before delivery, but we are confident that resulting seats were, in fact, upgrades from the original section and rowThe order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html)These terms, which are clearly visible on our website, state: "Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets describedVivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer availableDefinitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellersThis means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of timeThe change that was ultimately applied to MsRimel’s order moved her from row to row 16, which moved her closer to the action and was therefore considered to be an upgrade.In the scope of customer satisfaction, Vivid Seats has reached out to MsRimel, and both parties have found an amicable resolutionWe consider this matter resolved—and we 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 welcome her to contact a member of our customer service team
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.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 holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home).Vivid Seats ensures customers in our 100% Buyer guarantee that customer's will receive tickets in time for the eventThis policy is in place since we are not the original distributor's of the tickets ourselves, venues can release tickets closer to the event dateAlthough the tickets were estimated to arrive to Ms [redacted] closer to the event date, this would not have impaired her ability to resell the tickets as this is common practice on the secondary Market Place to ship tickets closer to the eventWhile Vivid Seats maintains that we are not at fault for the situation we have been in contact with Ms [redacted] , and both parties have found a mutual resolutionAs such, we consider this matter resolvedIf 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 teamRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:This is the same old rhetoric I received while trying to fix the problem online It's too bad this company doesn't provide any customer service I will NEVER purchase tickets from this site again! Extremely disappointed, [redacted]
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 processIn regards to Mr [redacted] ’s issue regarding a different name being on the tickets they received, it should be noted that this is actually a common occurrenceBecause listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name of the original purchaserWe ensure that this is not an error, but simply information left over from when the tickets were first issuedAll tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets.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 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 industry.This 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 [redacted] regarding this issue and have addressed the name on the tickets holding no bearing on their validityIt should be noted that in addition to this current claim, Mr [redacted] has also filed a dispute with his credit card company regarding this orderWe are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we encourage Mr [redacted] to reach out to their bank in regards to its outcomeOur management team is available to handle any additional concerns that Mr [redacted] may have, as it stands, we consider this matter closed.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 eventsIn regards to Mrs [redacted] ’s claim regarding the "face value" of the tickets that they purchased, it should be noted that Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeAs Vivid Seats is not directly affiliated with any artist or venue and do not generate tickets as a primary box office, we have no knowledge of listed tickets face valueThis fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final." This information is readily available on our FAQ page (support.vividseats.com/support/home).Vivid 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 Mrs [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closedRegards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] and 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*** has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team.Regards,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 so long as I my credit card company will receive a full refund credit from Vivid Seats for my original charge as Vivid Seats has offered and stated to me in writingI would like to point out that Vivid Seats online account for my order states that my tickets were delivered as they stated to me multiples times verbally and in writing but they will not be available until May 11th three days before the showThose two statements are contradictory.Vivid Seats did contact me timely and frequentlyi insisted our tickets were not delivered and We did not receive an email from the resellerI was never provided proof by Vivid Seats or reseller that email was sentI never received email from [redacted] that the tickets were transferred to meI maintain that stating tickets delivered but will not be available until May 11th are contradictory statements .I appreciate Vivid Seats has offered me a full refund and once I received it, which as of this writing I have not, I will then consider the matter closed.Sincerely, [redacted]
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 matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers... with individual ticket holders and amazing live events. To 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 order details, so we are confident in the transparency of our checkout process. Ms. [redacted] stated she saw this delivery charge per ticket yet indicated she did not see the service fee or order total. However, the service fee per ticket is located directly above the $2.50 per ticket delivery fee Ms. [redacted] mentioned. Directly below this in-depth order summary, Ms. [redacted] was also presented with her order total of $1,537.50 highlighted in bold, red text prior to entering any payment information. At 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 checkout. Directly below this Ms. [redacted] ’s order total was reiterated, “By clicking ‘Place Order,’ your credit card will be charged$1,537.50.” 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 final. All 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 parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. As Ms. [redacted] was given sufficient opportunity to review her order details prior to placing her order on 11/19 and received her valid tickets immediately, we consider this matter closed. If Ms. [redacted] has any additional concerns, we encourage her to contact a member of our customer service. Regards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:Vivid rejected my request for a full refund Instead forcing four trips to the court house that resulted in a judgement of a full refund plus court costs The time to offer a refund and call it square has passed Sincerely, [redacted] ***
Thank you for your responseAs noted in our previous response, the Estimated Ship Date for the tickets Mr [redacted] selected was 6/14/This information was presented prior to checkout, and Mr [redacted] confirmed that he had read and agreed to this information prior to completing his purchaseAdditionally, our 100% Buyer Guarantee, presented on every page of our website and throughout the checkout process, ensures that tickets will arrive in time for the eventMr [redacted] 's tickets were sent to his email on 6/13/16, one day prior to the Estimated Ship Date to which he agreed, and six days prior to the eventAs such, Vivid Seats maintains that Mr [redacted] was not misled regarding any details of his purchase.Vivid Seats has fully adhered to our 100% Buyer Guarantee, and has addressed this matter in detail both through the Revdex.com, as well as through email correspondence with Mr [redacted] As noted, Mr [redacted] has also filed a financial dispute regarding this transactionDue to this dispute, we are not able to offer a resolution to this matter through the Revdex.com channel at this timeWe encourage Mr [redacted] to follow up with his financial institution with any questions about the outcome of this disputeAt this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer Mr [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 process.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 holdersAs such, any last-minute decisions regarding customers’ seats being moved are made entirely at the discretion of the venue and are, therefore, beyond our control and purviewThese stipulations were made clear in the Sales Terms and Conditions Mr [redacted] agreed upon when submitting his order: “Vivid Seats is acting as a ticket marketplaceThis means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live eventsIt also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing groupVivid Seats is not representing any official organizer of the events listed.”These terms also state our policy regarding changes that venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matterIf the customer’s claim is substantiated, our 100% Money Back Guarantee ensures that the customer will receive a full refund for their orderIn the case of Mr [redacted] , we can confirm that he did receive tickets for seats in the section and row he requestedOur thorough investigation also resulted in documentation proving that the tickets he received were in fact valid for entry to this eventFor this reason, Mr [redacted] is not due to receive a refund, per the agreterms and conditionsAdditionally, as venues typically do not issue refunds to the original purchaser in the event of a seating change, we cannot hold the seller accountable for Mr [redacted] ’ [redacted] claim.In addition to this current claim, Mr [redacted] has filed a dispute with his financial institution regarding this transactionDue to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage our customer to contact their financial institution with any questions regarding its process or outcomeAs it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us; we appreciate the opportunity to address Mr. [redacted] ' concerns. As context, Vivid Seats operates a secondary marketplace for the exchange of live event tickets and maintains one of the largest seller networks in the industry. Our mission is to connect customers... with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] indicates that his price differed from the "face value" printed on the ticket. Indeed, that is correct, and it was disclosed to him in advance. As Vivid Seats operates a secondary marketplace, prices are not based on the "face value" from the primary box office. Rather, prices are set by individual ticket sellers -- not by Vivid Seats -- and are based on those sellers' assessments of various market factors, including customer demand. This information is clearly disclosed to all customers who shop on our website. For example, the ticket selection page displays the following message: "NOTE: Prices set by sellers, may be over face-value." The specific ticket listing that was selected by Mr. [redacted] showed 3 tickets at a per-ticket price of $84 before fees. That price was determined by the seller who created the ticket listing; Vivid Seats adds processing and delivery fees to each order to cover the costs of running a professional website and full-service contact center, screening seller ticket listings to ensure only valid and authentic tickets are being sold through our exchange, and continually investing in technology improvements in order to provide the simplest and safest experience for both buyers and sellers. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, including service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order; it is in no way misleading or deceptive. When Mr. [redacted] selected the tickets he was interested in purchasing, he was first taken to the Login page, which displayed a basic order summary on the right side. After he provided his email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary including the ticket price and quantity, delivery and service fees, and the total charge of $339.86 highlighted in bold, red text. After he entered his payment information and before he completed the purchase, Mr. [redacted] was 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 checkout. Directly below that message, the following was displayed in bold: “By clicking ‘Place Order,’ your credit card will be charged $339.86.” As Vivid Seats operates a marketplace connecting buyers and sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. All of our policies, including our “all sales are final” policy, are disclosed throughout the purchase process, such as with the following message at checkout: “All sales are final. All prices are listed in US Dollars (USD).” Though we are unable to cancel Mr. [redacted] ' order, we encourage him to contact our customer service department with any additional concerns he may have; as it currently stands, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us regarding this matterVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total including all fees, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderYet, prior to receiving this claim, Vivid Seats has been in contact with Ms [redacted] , and both parties have since found an amicable resolutionAs such, we consider this matter resolvedIf Ms [redacted] has any further questions or concerns regarding this order, we encourage her to contact a member of our customer service teamRegards, Vivid Seats
Thank you for reaching out to usWe here at Vivid Seats have discussed this matter with the purchaser as well as the complainant regarding this matterIt should first be noted that Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry; our 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 processIn regards to Ms [redacted] 's claim about the tickets that were received, it should be noted that her and the purchaser selected VIP BOX tickets and attended the event in the designated section they selected to purchase (VIP BOX 67)Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their seating section, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderAfter a thorough review of Ms [redacted] ’s order, it was determined that Ms [redacted] did receive the correct section and row that was agreed upon at checkoutAs Ms [redacted] was provided the correct tickets for her desired event, we are unable to offer refunds and must enforce our “all sales are final” policy -- the same policy which Ms [redacted] agreed to at checkoutWe have been in contact with Ms [redacted] and the purchaser regarding this issue and have offered a resolution that would be suitable for both partiesIf Ms [redacted] or the purchaser wishes to pursue this proposed resolution, our management team will be available to provide it to themAs Ms [redacted] and the purchaser were able to attend the event in the area they selected and without issue, we consider this matter closedRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:If the price of the ticket was indicated when I checked outI would have known I was not getting good seatsTypically when I purchase seats I pay this type of priceI always try to sit as close to the stage as I can reasonably getThese seats were on the very top balcony and far away from the performersOpera glasses would have been neededI did not bring my glasses and was so upset at where we were seated I elected to sit outside and could not enjoy the eventI let down myself, my sister, my mother and two of my aunts who rely on me to procur great seatsI thought the money I was paying for the seats I purchased was what the venue was chargingVivid Seats is a professional scalping siteLet's just be honestIf you chose not to refund my money that's fineIt will be the last money you will ever get from me and I will be sure to make any and everyone I can aware that they should avoid your business at all costs Sincerely, [redacted]
Thank you for reaching out to us regarding this matterAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holdersAnd yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer GuaranteeThis guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refundIn our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.During this investigation, we received documentation verifying that Ms [redacted] ticket was validNevertheless, as a courtesy we have been in contact with Ms [redacted] and have reached an amicable resolutionAs such, we consider this matter resolvedIf Ms [redacted] has any further questions or concerns regarding her order, we welcome her to contact usRegards,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.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 holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home)Additionally, our checkout process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in redEvery customer must accept our sales terms and conditions, inclduing our "All Sales are Final" policy in order to complete their orderWe have attempted to contact Mr [redacted] regarding this issue, but have been unable to reach an amicable resolutionAs Mr [redacted] has possession of the ticket, we consider this matter closed
Thank you for reaching out to us, as we 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.In regards to Mr [redacted] 's order, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their their event date, 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 red.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 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 industry.This 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 [redacted] regarding this issue and have reached an amicable resolutionOur management team is available to handle any additional concerns that Mr [redacted] may haveAs it currently stands, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us. We appreciate the opportunity to address her concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this... end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms. [redacted] was not misled by a representative to give her credit card number, as Ms. [redacted] made this purchase online. We recognize that she may have issues with purchasing a different quantity than initially intended for the Bill [redacted] /Dennis [redacted] event on 10/23/15. However, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of both the quantity of tickets purchased and the amount of which they are charged, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in red. (A screenshot of a sample checkout page has been attached for reference.) Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way. 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 demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This 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 tickets. All prices in US Dollars. All sales are final." (This policy is also visible in the sample screenshot mentioned above). These messages would have been clearly visible to Ms. [redacted] during the purchase process.Not only has Ms. [redacted] reached out to our customer service department multiple times regarding their complaint, we have actively worked towards resolving this issue on multiple fronts, including reaching an mutually amicable resolution on June 8th, 2015. The tickets were sent to Ms. [redacted] 's email address on June 7th, 2015 and were available for download and use for the event. Whether or not Ms. [redacted] chose to not download and use the tickets is outside of our control. Since Ms. [redacted] must acknowledge that she is aware of and understands our policies before the order is placed by agreeing to our Terms and Conditions, we find it very difficult to understand how she believes she was misled. If Ms. [redacted] has any further questions about her orders, we welcome her to reach out to a member of our customer service department. At present, we consider this matter closed.
Ms [redacted] purchased tickets that were automatically upgraded by the seller before delivery, but we are confident that resulting seats were, in fact, upgrades from the original section and rowThe order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html)These terms, which are clearly visible on our website, state: "Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets describedVivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer availableDefinitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellersThis means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of timeThe change that was ultimately applied to MsRimel’s order moved her from row to row 16, which moved her closer to the action and was therefore considered to be an upgrade.In the scope of customer satisfaction, Vivid Seats has reached out to MsRimel, and both parties have found an amicable resolutionWe consider this matter resolved—and we 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 welcome her to contact a member of our customer service team
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.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 holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home).Vivid Seats ensures customers in our 100% Buyer guarantee that customer's will receive tickets in time for the eventThis policy is in place since we are not the original distributor's of the tickets ourselves, venues can release tickets closer to the event dateAlthough the tickets were estimated to arrive to Ms [redacted] closer to the event date, this would not have impaired her ability to resell the tickets as this is common practice on the secondary Market Place to ship tickets closer to the eventWhile Vivid Seats maintains that we are not at fault for the situation we have been in contact with Ms [redacted] , and both parties have found a mutual resolutionAs such, we consider this matter resolvedIf 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 teamRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:This is the same old rhetoric I received while trying to fix the problem online It's too bad this company doesn't provide any customer service I will NEVER purchase tickets from this site again! Extremely disappointed, [redacted]
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 processIn regards to Mr [redacted] ’s issue regarding a different name being on the tickets they received, it should be noted that this is actually a common occurrenceBecause listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name of the original purchaserWe ensure that this is not an error, but simply information left over from when the tickets were first issuedAll tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets.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 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 industry.This 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 [redacted] regarding this issue and have addressed the name on the tickets holding no bearing on their validityIt should be noted that in addition to this current claim, Mr [redacted] has also filed a dispute with his credit card company regarding this orderWe are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we encourage Mr [redacted] to reach out to their bank in regards to its outcomeOur management team is available to handle any additional concerns that Mr [redacted] may have, as it stands, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: Sincerely, Jim [redacted]
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 eventsIn regards to Mrs [redacted] ’s claim regarding the "face value" of the tickets that they purchased, it should be noted that Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeAs Vivid Seats is not directly affiliated with any artist or venue and do not generate tickets as a primary box office, we have no knowledge of listed tickets face valueThis fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final." This information is readily available on our FAQ page (support.vividseats.com/support/home).Vivid 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 Mrs [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closedRegards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] and 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*** has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team.Regards,Vivid Seats