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 viewed the tickets they are interested in for Clint Black, which were listed as price per ticket, our customer continued to the Login page which displays a detailed order summary on the right sideThis summary includes the section, row, price per ticket and quantity selectedAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $130.80.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Before placing their order, customers are notified on the checkout page, "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 we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryPrior to receiving this claim we have thoroughly discussed this matter with our customer to address their concernsAs all order details were sufficiently displayed prior to placing their order, we consider this matter closed If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsAs 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 properlyBecause the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter investigating this matter, we have determined that Mr***’s order was one such caseVivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for their future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service teamRegards,Vivid Seats
Thank you for reaching out to us regarding this matterPrior to receiving this claim, Vivid Seats was in contact with Mr [redacted] to clarify that the Houston Rodeo event he purchased tickets for was still set to place on 3/14/As artists are subject to change, per our sales terms, “Event date, times, venue and subject matter may change Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.”Nevertheless, prior to receiving this claim from the Revdex.com, we were in contact with Mr [redacted] and we believe both parties have reached an amicable resolutionAs such, we consider this matter resolvedIf Mr [redacted] has any further questions or concerns regarding his order, we encourage him to contact a member of our customer service team.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 order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAs 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, but have been unable to reach an amicable resolutionWhile our management team is available to handle any additional concerns that Ms [redacted] may have, we consider this matter closed.Regards,Vivid Seats"
Complaint: I am rejecting this response because: As I said, the listing was NOT there to renew; how stupid do you think I am? Don't answer that, because by your tone answering me you think your clients are incapable to figure out how to make a few clicks correctly and that they can't read.I knew exactly what to do to renew it as I had done it beforeThe lady on the phone even extended my listing till 11:00am (the night before show)When I checked around 3:00am (day of the show) the listing WAS GONE!!!!!!!!!! Than I had to relist the tickets, from scratch! You system has flaws and no matter how much I explain it to you there is no way for me to show you what happenedGuess I'll have to suck it up right?More expensive listings, in way worst seats than mine (I had first row on my section) sold before my eyes while my listing kept mysteriously disappearing Sincerely, Gregory [redacted]
Thank you for reaching out to us. In light of a thorough review of this case, a new resolution has been initiated on behalf of Ms. ***. We have contacted Ms. [redacted] and advised her of this resolution. We encourage her to get in touch with one of our agents with any additional questions she may have.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 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 holdersOur network includes hundreds of professional ticket resellers who list their inventory on multiple websites and set their own prices according to their assessments of the market climate, which means the availability and prices of any tickets are subject to change at all timesBecause of this, all orders are considered requests until confirmed by the seller.This process is explained in our Sales Terms (http://www.vividseats.com/terms.html): "If a buyer finds desirable tickets, buyer places an offer to purchase the tickets by placing an orderHowever, placing an order does not complete the saleRather, the order will be subject to acceptance by the respective sellerAt that point, your credit or debit card will be charged and Vivid Seats' consumer protection measures take effect." Once the seller confirms the order, the purchase is considered complete and protected by our 100% Buyer Guarantee.Mr [redacted] ' order was never confirmed by the sellerThis happened because the requested tickets were no longer available and Mr [redacted] ' credit card was never chargedVivid Seats is often able to help the buyer find comparable tickets to the same event and in the same price range, however, our agents were unable to find suitable tickets to fulfill his orderWe informed Mr [redacted] of these circumstances and offered to assist him in finding alternate tickets, which he declinedAs a result, Mr [redacted] ' order was cancelled and we consider this matter closedWe encourage Mr [redacted] to contact us for his ticket buying needs in the future
Initial Business Response / [redacted] (1000, 5, 2015/04/24) */ We regret to hear of Ms [redacted] dissatisfaction, but we appreciate the opportunity to address her 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 holdersThe nature of our marketplace means that all tickets shown on our site are listed and priced by individual ticket sellers, not Vivid Seats, in accordance with their assessments of the current ticket market climateBecause customers are purchasing tickets listed by individual resellers--and because the sellers are notified automatically as soon as an order is placed--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 that is described in detail in our Sales Terms and Conditions ( [redacted] (The nature of our business is transparently described throughout our site, including on our About Us, Sales Terms, and FAQs pages.) After purchasing tickets to see [redacted] and [redacted] with YG through the Vivid Seats website, Ms[redacted] expressed doubts about the validity of those ticketsShe has also expressed concern that the tickets she received display the [redacted] name and logoWe are sorry for her trepidation, but we assure her that Vivid Seats facilitates thousands of successful transactions each day with satisfied customersBecause tickets on our site are listed by trusted, individual sellers, any tickets could display the name and/or logo of the venue or website from which they were originally purchasedFinally, and most importantly, our 100% Buyer Guarantee (http://www.vividseats.com/guarantee.html) promises that any tickets purchased through our marketplace will be completely authentic and valid for entry to the event Vivid Seats remains a trusted source for tickets thanks to our low prices relative to other secondary marketplaces, transparent order process, and commitment to excellent customer serviceOnce again, we assure Ms[redacted] that, in accordance with our Buyer Guarantee, her tickets will be valid for entry to her concertIf Ms[redacted] has any further questions or concerns, we encourage her to contact a member of our customer service team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Verbal assurance from Vivid Seats does not change the fact that [redacted] and the [redacted] Art Center have not and will not testify to the validity of the ticketsI am requesting a full refund Final Business Response / [redacted] (4000, 9, 2015/04/28) */ Ms[redacted] has was given multiple opportunities to review the secondary market nature of our website before she completed her purchaseHer tickets were sold to her through a legitimate professional ticket re-seller on our site, and her order is backed by our 100% buyer guarantee which states that her tickets are guaranteed to be valid and authenticWe are unable to refund Ms [redacted] order and are therefore unable to meet her desired resolutionMs [redacted] dissatisfaction with her purchase is outside the purview of Vivid Seats and we consider this matter resolved
Thank you for reaching out to us regarding this matterAt Vivid Seats, we value our customers and appreciate this opportunity to address Mr [redacted] 's concernsRegarding Mr [redacted] 's claim that the specifics of our pricing were not made clear on our website prior to purchase, it should be noted that this is inaccuratePrior to Mr [redacted] submitting his order, the following message was presented in bold text directly above the Place Order button: "All sales are finalAll prices are listed in US Dollars (USD)." Mr [redacted] then selected a box to indicate his agreement with this statement and continue with his order.Due to the transparent nature of our checkout process, Vivid Seats maintains that Mr [redacted] was not misled regarding any aspect of his transactionAs part of our commitment to providing excellent customer service, we have reached out to Mr [redacted] and provided a courtesy resolution to this matter that he has confirmed is amicable to himAs such, this matter has been resolvedIf Mr [redacted] has any further questions regarding this order, we encourage him to reach out to a member of our customer service team.Regards,Vivid Seats
Although Mr [redacted] continues to press forward on this matter, we have documented communication with this customer from phone calls to live chat inquiries about our sales terms and conditionsWe have addressed Mr**'s concerns in each of these instancesIf Mr [redacted] has any additional questions, we encourage him to contact us directlyAs it stands, we consider this issue 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 eventsOn 04/06/Mr [redacted] placed an order for Miami Marlins at Los Angeles Dodgers on 4/25/On 04/14/the reseller informed us that Mr [redacted] tickets were no longer availableTypically orders are filled as requested, but there are rare occasions that the original tickets become unavailableIn these rare circumstances, Vivid Seats works with our resellers to provide comparable or upgraded tickets per our 100% Buyer GuaranteeAfter reaching out to Mr [redacted] and offering replacements, Mr [redacted] declined and opted to cancel his orderAs previously stated, we have been in contact with Mr [redacted] and per our 100% Buyer Guarantee had issued a full refundIf Mr [redacted] has any additional questions or concerns regarding this order he can reach out to our customer service department for further assistance 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 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. With regard to Mr. [redacted] ’s concern regarding tickets availability prior to the ticket on-sale from the primary marketplace, we would like to provide clarification. Tickets on the secondary market may become available to purchase prior to the primary market due to a number of possibilities. For instance, sellers may be season ticket holders or subscribers. Additionally, parties may have arrangements with box offices, venues, promoters, artists, or teams allow them to know in advance where they will acquire tickets. In order to place an order on Vivid Seats, customers must agree to our sales terms and conditions with clearly state, “All sales are final. All prices in USD” in bold text. 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. Mr. [redacted] placed his order for his event taking place on 6/23/2017 and his valid tickets were delivered on 1/27/2016. As such, we consider this matter closed and encourage Mr. [redacted] to contact our customer service if he has any additional concerns regarding his order. Regards, Vivid Seats
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ Vivid Seats has reached out to Ms [redacted] and both parties have found an amicable resolutionWe consider this matter resolved 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 changing market factors such as customer demandThis means that ticket prices can fluctuate at any time, and as a result, sellers are notified as soon as an order is placedThis practice is clearly disclosed throughout our website and the order processIn addition, the fact that customers are purchasing tickets 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" policya 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." Again, we have contacted Ms [redacted] about her concerns and resolution has been metWe consider this matter resolved at this time
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 processMs [redacted] placed an order that indicated the ticket would be in section between rows A -She received tickets in row section row The venue indicated that rows A,B and 1-are all located in Section and thus Ms [redacted] received tickets well within the zone she purchased and there has been no indication that these tickets were not usedWe have been in contact with Ms [redacted] regarding this issue, but have been unable to reach an amicable resolutionIn compliance with our 100% Buyer Guarantee, MsRodriguez was provided valid authentic tickets to the eventAs such, we consider this matter closed Regards,Vivid Seats
As stated in our previous response [redacted] daughter was allowed into the event, which confirms that they were not "fake" tickets While we cannot state definitively what occurred, the seating issue did not arise due to invalid ticketsThere is no evidence of these tickets being invalidAlso stated previously, we contacted [redacted] daughter to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience, and came to a mutual resolutionWe have done this as a courtesy, as there was no evidence that these tickets were invalidWe consider this matter resolvedIf [redacted] has any further questions or concerns regarding this order, we welcome her to contact a member of our management team
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 process.Regarding Ms [redacted] 's statement about the estimated ship date of these tickets, we should note that this was provided and available prior to her completing her purchaseVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their Estimated Ship Date, so we are confident in the transparency of our checkout processOur checkout process provides each customer several opportunities to view all details of an order, including the Estimated Ship Date, prior to purchaseIn Ms [redacted] ’s case, the Estimated Ship Date of 3/3/was provided at ticket selection and each step prior to her placing the orderAs a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dateRather, the Estimated Ship Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliationThis information was clearly presented to Ms [redacted] before she submitted her order.Ms [redacted] has mentioned that she had difficulty relisting these tickets to sellVivid 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 all correspondenceMs [redacted] did not contact us prior to this complaint to assist her with these matters or her concerns regarding the ship date for her ticketsIn addition to this complaint, Ms [redacted] has filed a dispute with her 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 Ms [redacted] to contact their financial institution with any questions regarding its process or outcome.Regards, Vivid Seats
Complaint: [redacted] I am rejecting this response because: Sincerely, Eugene [redacted] I have reconciled to purchasing more tickets than I originally intended, and I did receive e-tickets on April 21st.I am simply asking Viviv Seats to check their website to make sure that the review page and the drop down menu indicating quantity are in place as they assumed.I certainly did not see them, and I desperately did not want to buy more tickets than I had originally intended Surely, Vivd Seats wouldn't want other people to experience what I did
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 meThank you Vivid Seats for accommodating this request I use your services all the time and will continue to do so in the future, along with informing my peers what a exceptional customer service you have provided I am actually about to buy Florence and the Machine Barclays :) Thank you!! Sincerely, Michael Cisneros
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted] for some time now, and while we maintain we are not at fault, both parties have found an amicable resolution. On 11/15/15, Mr. [redacted] purchased tickets to see Janet Jackson on 07/15/16. This event... was later postponed by the artist for a later date. It should be noted that Ms. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout, but in the interest of customer service, are pleased we found an acceptable solution for all parties involved. This aforementioned policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attend. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team. As it stands, we consider this matter closed. Regards,Vivid Seats
Complaint: 12338598 I am rejecting this response because: You did not provide an amicable solution. You offered me 20% off a future order and told me to resell my tickets. I was given no other solution. This is the reason for my complaint t, as I bought the tickets just hours before the event was postponed and to a non-comparable day. When you sell tickets to a venue, you are the representor to the what you are selling. YOU made the money on the ticket. If it isn’t you whom a customer is to come to when they have an issue with the ticket you sold them, then whom? Amber [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.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 viewed the tickets they are interested in for Clint Black, which were listed as price per ticket, our customer continued to the Login page which displays a detailed order summary on the right sideThis summary includes the section, row, price per ticket and quantity selectedAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $130.80.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Before placing their order, customers are notified on the checkout page, "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 we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryPrior to receiving this claim we have thoroughly discussed this matter with our customer to address their concernsAs all order details were sufficiently displayed prior to placing their order, we consider this matter closed If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsAs 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 properlyBecause the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter investigating this matter, we have determined that Mr***’s order was one such caseVivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for their future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service teamRegards,Vivid Seats
Thank you for reaching out to us regarding this matterPrior to receiving this claim, Vivid Seats was in contact with Mr [redacted] to clarify that the Houston Rodeo event he purchased tickets for was still set to place on 3/14/As artists are subject to change, per our sales terms, “Event date, times, venue and subject matter may change Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.”Nevertheless, prior to receiving this claim from the Revdex.com, we were in contact with Mr [redacted] and we believe both parties have reached an amicable resolutionAs such, we consider this matter resolvedIf Mr [redacted] has any further questions or concerns regarding his order, we encourage him to contact a member of our customer service team.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 order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAs 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, but have been unable to reach an amicable resolutionWhile our management team is available to handle any additional concerns that Ms [redacted] may have, we consider this matter closed.Regards,Vivid Seats"
Complaint: I am rejecting this response because: As I said, the listing was NOT there to renew; how stupid do you think I am? Don't answer that, because by your tone answering me you think your clients are incapable to figure out how to make a few clicks correctly and that they can't read.I knew exactly what to do to renew it as I had done it beforeThe lady on the phone even extended my listing till 11:00am (the night before show)When I checked around 3:00am (day of the show) the listing WAS GONE!!!!!!!!!! Than I had to relist the tickets, from scratch! You system has flaws and no matter how much I explain it to you there is no way for me to show you what happenedGuess I'll have to suck it up right?More expensive listings, in way worst seats than mine (I had first row on my section) sold before my eyes while my listing kept mysteriously disappearing Sincerely, Gregory [redacted]
Thank you for reaching out to us. In light of a thorough review of this case, a new resolution has been initiated on behalf of Ms. ***. We have contacted Ms. [redacted] and advised her of this resolution. We encourage her to get in touch with one of our agents with any additional questions she may have.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 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 holdersOur network includes hundreds of professional ticket resellers who list their inventory on multiple websites and set their own prices according to their assessments of the market climate, which means the availability and prices of any tickets are subject to change at all timesBecause of this, all orders are considered requests until confirmed by the seller.This process is explained in our Sales Terms (http://www.vividseats.com/terms.html): "If a buyer finds desirable tickets, buyer places an offer to purchase the tickets by placing an orderHowever, placing an order does not complete the saleRather, the order will be subject to acceptance by the respective sellerAt that point, your credit or debit card will be charged and Vivid Seats' consumer protection measures take effect." Once the seller confirms the order, the purchase is considered complete and protected by our 100% Buyer Guarantee.Mr [redacted] ' order was never confirmed by the sellerThis happened because the requested tickets were no longer available and Mr [redacted] ' credit card was never chargedVivid Seats is often able to help the buyer find comparable tickets to the same event and in the same price range, however, our agents were unable to find suitable tickets to fulfill his orderWe informed Mr [redacted] of these circumstances and offered to assist him in finding alternate tickets, which he declinedAs a result, Mr [redacted] ' order was cancelled and we consider this matter closedWe encourage Mr [redacted] to contact us for his ticket buying needs in the future
Initial Business Response / [redacted] (1000, 5, 2015/04/24) */ We regret to hear of Ms [redacted] dissatisfaction, but we appreciate the opportunity to address her 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 holdersThe nature of our marketplace means that all tickets shown on our site are listed and priced by individual ticket sellers, not Vivid Seats, in accordance with their assessments of the current ticket market climateBecause customers are purchasing tickets listed by individual resellers--and because the sellers are notified automatically as soon as an order is placed--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 that is described in detail in our Sales Terms and Conditions ( [redacted] (The nature of our business is transparently described throughout our site, including on our About Us, Sales Terms, and FAQs pages.) After purchasing tickets to see [redacted] and [redacted] with YG through the Vivid Seats website, Ms[redacted] expressed doubts about the validity of those ticketsShe has also expressed concern that the tickets she received display the [redacted] name and logoWe are sorry for her trepidation, but we assure her that Vivid Seats facilitates thousands of successful transactions each day with satisfied customersBecause tickets on our site are listed by trusted, individual sellers, any tickets could display the name and/or logo of the venue or website from which they were originally purchasedFinally, and most importantly, our 100% Buyer Guarantee (http://www.vividseats.com/guarantee.html) promises that any tickets purchased through our marketplace will be completely authentic and valid for entry to the event Vivid Seats remains a trusted source for tickets thanks to our low prices relative to other secondary marketplaces, transparent order process, and commitment to excellent customer serviceOnce again, we assure Ms[redacted] that, in accordance with our Buyer Guarantee, her tickets will be valid for entry to her concertIf Ms[redacted] has any further questions or concerns, we encourage her to contact a member of our customer service team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Verbal assurance from Vivid Seats does not change the fact that [redacted] and the [redacted] Art Center have not and will not testify to the validity of the ticketsI am requesting a full refund Final Business Response / [redacted] (4000, 9, 2015/04/28) */ Ms[redacted] has was given multiple opportunities to review the secondary market nature of our website before she completed her purchaseHer tickets were sold to her through a legitimate professional ticket re-seller on our site, and her order is backed by our 100% buyer guarantee which states that her tickets are guaranteed to be valid and authenticWe are unable to refund Ms [redacted] order and are therefore unable to meet her desired resolutionMs [redacted] dissatisfaction with her purchase is outside the purview of Vivid Seats and we consider this matter resolved
Thank you for reaching out to us regarding this matterAt Vivid Seats, we value our customers and appreciate this opportunity to address Mr [redacted] 's concernsRegarding Mr [redacted] 's claim that the specifics of our pricing were not made clear on our website prior to purchase, it should be noted that this is inaccuratePrior to Mr [redacted] submitting his order, the following message was presented in bold text directly above the Place Order button: "All sales are finalAll prices are listed in US Dollars (USD)." Mr [redacted] then selected a box to indicate his agreement with this statement and continue with his order.Due to the transparent nature of our checkout process, Vivid Seats maintains that Mr [redacted] was not misled regarding any aspect of his transactionAs part of our commitment to providing excellent customer service, we have reached out to Mr [redacted] and provided a courtesy resolution to this matter that he has confirmed is amicable to himAs such, this matter has been resolvedIf Mr [redacted] has any further questions regarding this order, we encourage him to reach out to a member of our customer service team.Regards,Vivid Seats
Although Mr [redacted] continues to press forward on this matter, we have documented communication with this customer from phone calls to live chat inquiries about our sales terms and conditionsWe have addressed Mr**'s concerns in each of these instancesIf Mr [redacted] has any additional questions, we encourage him to contact us directlyAs it stands, we consider this issue 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 eventsOn 04/06/Mr [redacted] placed an order for Miami Marlins at Los Angeles Dodgers on 4/25/On 04/14/the reseller informed us that Mr [redacted] tickets were no longer availableTypically orders are filled as requested, but there are rare occasions that the original tickets become unavailableIn these rare circumstances, Vivid Seats works with our resellers to provide comparable or upgraded tickets per our 100% Buyer GuaranteeAfter reaching out to Mr [redacted] and offering replacements, Mr [redacted] declined and opted to cancel his orderAs previously stated, we have been in contact with Mr [redacted] and per our 100% Buyer Guarantee had issued a full refundIf Mr [redacted] has any additional questions or concerns regarding this order he can reach out to our customer service department for further assistance 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 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. With regard to Mr. [redacted] ’s concern regarding tickets availability prior to the ticket on-sale from the primary marketplace, we would like to provide clarification. Tickets on the secondary market may become available to purchase prior to the primary market due to a number of possibilities. For instance, sellers may be season ticket holders or subscribers. Additionally, parties may have arrangements with box offices, venues, promoters, artists, or teams allow them to know in advance where they will acquire tickets. In order to place an order on Vivid Seats, customers must agree to our sales terms and conditions with clearly state, “All sales are final. All prices in USD” in bold text. 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. Mr. [redacted] placed his order for his event taking place on 6/23/2017 and his valid tickets were delivered on 1/27/2016. As such, we consider this matter closed and encourage Mr. [redacted] to contact our customer service if he has any additional concerns regarding his order. Regards, Vivid Seats
Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ Vivid Seats has reached out to Ms [redacted] and both parties have found an amicable resolutionWe consider this matter resolved 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 changing market factors such as customer demandThis means that ticket prices can fluctuate at any time, and as a result, sellers are notified as soon as an order is placedThis practice is clearly disclosed throughout our website and the order processIn addition, the fact that customers are purchasing tickets 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" policya 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." Again, we have contacted Ms [redacted] about her concerns and resolution has been metWe consider this matter resolved at this time
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 processMs [redacted] placed an order that indicated the ticket would be in section between rows A -She received tickets in row section row The venue indicated that rows A,B and 1-are all located in Section and thus Ms [redacted] received tickets well within the zone she purchased and there has been no indication that these tickets were not usedWe have been in contact with Ms [redacted] regarding this issue, but have been unable to reach an amicable resolutionIn compliance with our 100% Buyer Guarantee, MsRodriguez was provided valid authentic tickets to the eventAs such, we consider this matter closed Regards,Vivid Seats
As stated in our previous response [redacted] daughter was allowed into the event, which confirms that they were not "fake" tickets While we cannot state definitively what occurred, the seating issue did not arise due to invalid ticketsThere is no evidence of these tickets being invalidAlso stated previously, we contacted [redacted] daughter to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience, and came to a mutual resolutionWe have done this as a courtesy, as there was no evidence that these tickets were invalidWe consider this matter resolvedIf [redacted] has any further questions or concerns regarding this order, we welcome her to contact a member of our management team
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 process.Regarding Ms [redacted] 's statement about the estimated ship date of these tickets, we should note that this was provided and available prior to her completing her purchaseVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their Estimated Ship Date, so we are confident in the transparency of our checkout processOur checkout process provides each customer several opportunities to view all details of an order, including the Estimated Ship Date, prior to purchaseIn Ms [redacted] ’s case, the Estimated Ship Date of 3/3/was provided at ticket selection and each step prior to her placing the orderAs a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dateRather, the Estimated Ship Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliationThis information was clearly presented to Ms [redacted] before she submitted her order.Ms [redacted] has mentioned that she had difficulty relisting these tickets to sellVivid 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 all correspondenceMs [redacted] did not contact us prior to this complaint to assist her with these matters or her concerns regarding the ship date for her ticketsIn addition to this complaint, Ms [redacted] has filed a dispute with her 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 Ms [redacted] to contact their financial institution with any questions regarding its process or outcome.Regards, Vivid Seats
Complaint: [redacted] I am rejecting this response because: Sincerely, Eugene [redacted] I have reconciled to purchasing more tickets than I originally intended, and I did receive e-tickets on April 21st.I am simply asking Viviv Seats to check their website to make sure that the review page and the drop down menu indicating quantity are in place as they assumed.I certainly did not see them, and I desperately did not want to buy more tickets than I had originally intended Surely, Vivd Seats wouldn't want other people to experience what I did
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 meThank you Vivid Seats for accommodating this request I use your services all the time and will continue to do so in the future, along with informing my peers what a exceptional customer service you have provided I am actually about to buy Florence and the Machine Barclays :) Thank you!! Sincerely, Michael Cisneros
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted] for some time now, and while we maintain we are not at fault, both parties have found an amicable resolution. On 11/15/15, Mr. [redacted] purchased tickets to see Janet Jackson on 07/15/16. This event... was later postponed by the artist for a later date. It should be noted that Ms. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout, but in the interest of customer service, are pleased we found an acceptable solution for all parties involved. This aforementioned policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attend. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team. As it stands, we consider this matter closed. Regards,Vivid Seats
Complaint: 12338598 I am rejecting this response because: You did not provide an amicable solution. You offered me 20% off a future order and told me to resell my tickets. I was given no other solution. This is the reason for my complaint t, as I bought the tickets just hours before the event was postponed and to a non-comparable day. When you sell tickets to a venue, you are the representor to the what you are selling. YOU made the money on the ticket. If it isn’t you whom a customer is to come to when they have an issue with the ticket you sold them, then whom? Amber [redacted]