Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderOnce customers select the tickets they are interested in for [redacted] and [redacted] ***, they continue to the Login page which displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt this point, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $824.19.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.As our customer has stated, Vivid Seats has been in contact and has thoroughly addressed these concernsPrior to receiving this claim we offered a courtesy resolution in the interest of customer serviceHowever, our customer declined this offerIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service departmentAt this time, we consider this matter closed.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 Sincerely, Theresa [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 events.The Store Credit our customer referenced was processed on 9/23/as a courtesy in the interest of customer serviceThis code was detailed in an email delivered to our customer on 9/23/at 5:PM CSTCustomers are able to enter this promotional code on the checkout pageIf applicable to the order, a new order total will populate in accordance with the Store Credit code enteredAn email containing the Store Credit code was re-delivered to our customer on 10/26/2017.It should be noted that our customer has since placed a new order with the Store Credit providedAs such, we consider this matter resolved and encourage our customer to contact us, referencing their order number, for any additional questions they 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 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 ticket type, 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, ticket disclosures, 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 holdersSellers are notified as soon as an order is placed, and this 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.”Vivid Seats only allow professional resellers to list Flash Seats tickets on our website per company policyThe tickets Mr [redacted] purchased could have still resold these tickets via Flash Seats official website, social media, or other platforms that allow Flash Seats tickets to be resold by individualsOur customer service team provided Mr [redacted] with these options after informing him that he would be unable to resell Flashseats through our fan selling processIndividual resellers on our site must provide PDF files or ship tickets they are trying to list, which is why Mr [redacted] only had those options.We have been in contact with Mr [redacted] regarding this issue, but have been unable to reach an amicable resolutionWhile our management team is available to handle any additional concerns that Mr [redacted] may have, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent processVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in our process.Ms [redacted] first package was shipped on 4/11/and she received an email with the tracking details, including the UPS tracking number: [redacted] These tickets were attempted to be delivered on 4/13/but the receiver was not availableThe package was later classified as lost according to UPSAt this time, Vivid Seats reached out to UPS to attempt to locate the trackingSimultaneously, we reached out to the seller to explore the possibility of reissuing the festival passesThe seller later notified us that they would be unable to fulfill this requestAs a result, we reached out to Ms [redacted] on 4/19/around 11:AM CST to offer replacement tickets as well as the option to cancelAs Ms [redacted] stated, she accepted replacement ticket which was confirmed by another seller shortly thereafter and Ms [redacted] received an email with the UPS tracking number of 1Z14YYMs [redacted] later contacted us around 2:PM CST requesting to cancel her orderAt this time, our agent explained that as she had agreed to the replacements, our “all sales are final” policy, and her new tickets were scheduled to be delivered the following day we were unable to cancelOur agent offered to ship the package to a pilocation closer to the venue though Ms [redacted] declinedMs [redacted] tickets were set to be delivered on 4/20/though, again, the receiver was unavailableUPS then held Ms [redacted] tickets at a UPS Access Point minutes from the shipping address prior to her event on 4/21/2017.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryIt should also be noted that our sales terms, which Ms [redacted] agreed to when placing her order, state that tickets may be delivered for “any order up to one (1) hour prior to the event.”As Ms [redacted] tickets had multiple delivery attempts and were awaiting her pick up prior to her event, we have fully adhered to our sales termsPrior to receiving this claim we thoroughly discussed this matter with Ms [redacted] and offered a courtesy resolutionThis offer was made in the interest of customer service though Ms [redacted] declinedAs such, we consider this matter closedIf Ms [redacted] has any additional concerns, we welcome her to contact our customer service department.Regards,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 her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for getting back to us regarding this issueWhile Ms [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestWe must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms [redacted] consented to during checkoutAdditionally, we have provided a one time courtesy resolution, which Ms [redacted] has acceptedWe have confirmed there was If Ms [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service departmentAs it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live events.Mr [redacted] placed his order for StLouis Cardinals at Atlanta Braves on [redacted] , selecting a listing which was classified as Electronic Transfer, and his valid tickets were transferred to his account on [redacted] pending his acceptanceThis type of ticket is becoming increasingly common in the ticket industry.; venues and teams, with which Vivid Seats has no affiliation with, select this option for patrons to facilitate their tickets through their mobile deviceMr [redacted] has indicated that his tickets were invalid; however, Mr [redacted] received an email notifying him that he was required to accept this transfer and instructions on how to proceedWe have received documentation verifying that Mr [redacted] ’s valid tickets were transferred to his email address prior to his event although it appears they were never accepted by Mr [redacted] The first contact we received from Mr [redacted] was the day after his event, at which time we thoroughly addressed his concernsAs Mr [redacted] received his valid tickets on [redacted] , prior to his event on [redacted] , we consider this matter closedIf Mr [redacted] has any additional questions, we encourage him to contact our customer service department by either telephone, email, or our Live Chat application.Regards,Vivid Seats
Complaint: [redacted] Again, policy is being quoted as if this was a standard purchase Although I did purchase online and read your policy I called and spoke to representatives from Vivid and the first person did quote policy as to why she wouldn't give my money back and allow me to go buy tickets that would be secured She said "At this point we have spoken to the seller and your tickets were confirmed." I understand your policy of cancellation but the rep said she confirmed the seller had the tickets within your network I was guaranteed tickets She would not refund my money to allow me to go buy tickets from another source I emphatically and continually stated the importance of these tickets and I was assured I would have themI had important clients lined up for the eventI purhcased hotel rooms for this event They have a policy that did not allow me to cancel when Vivid notified me the day of the event that I would not have ticketsVivid has caused damages to me from the lost reputation with clients but real money in the amount of my hotel rooms which was equal to the amount I am requesting.Listen to the recording Understand that your rep acted outside your policy by ensuring the tickets and guaranteeing that we get them If you are a big company, taking care of my and my request should not be a hard thing to do.After all, this has caused anguish and having to respond to these robotic emails is monotonous Sincerely, Jeff [redacted]
Thank you for getting back to us regarding this issueAlthough Ms [redacted] continues to press forward with this matter, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policyIn regards to Ms***'s statement about the price of tickets and the fees, we should note again that Vivid Seats completes thousands of successful transactions per day with customers who are fully aware of their order total prior to submitting an orderWe pride ourselves on providing a transparent checkout process so we are confident that the information for Ms***'s order was provided well before she confirmed her orderAs previously stated Ms [redacted] has also filed a dispute with her 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 activeIf Ms [redacted] has other questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team Regards, Vivid Seats
Thank you for reaching out to usWe spoke with Ms [redacted] multiple times prior to this complaintVivid Seats always appreciate the opportunity to address a customer’s concerns and we would like to do that belowVivid 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 processOn 04/10/Ms [redacted] requested tickets to Memphis Grizzlies at Golden State Warriors (Fan Appreciation Night) happening on 4/13/The reseller of these tickets communicated to us that the tickets were no longer available, at which point we reached out to Ms [redacted] and explained that the tickets were no longer available and offered her replacement tickets in the same section in a further row backOur 100% Buyer Guarantee ensures that customers will receive comparable or upgraded tickets if their original request is no longer available, but due to the nature of our Market since nothing was available within our guarantee, we reached out to offer the closest comparable tickets that were availableIt should also be noted that when we contacted Ms [redacted] with this these tickets she accepted these replacement ticketsOnly upon her accepting these tickets would we have acquired these for herUpon her acceptance, we quickly acquired the tickets from the seller and provided Ms [redacted] tickets for entry to the eventAs 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 Ms [redacted] regarding this issue, but have been unable to reach an amicable resolutionOur goal is to help customers gain access to events they wish to see and we worked with Ms [redacted] to provide her ticketsWhile our management team is available to handle any additional concerns that Ms [redacted] may have, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] , and while we maintain we are not at fault, both parties have found an amicable resolutionOn 7/17/15, Ms [redacted] purchased tickets to see Janet Jackson on 07/26/This event was later postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Ms [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkout This policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attendIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team Regards,Vivid Seats
Thank you for reaching out to usWe appreciate the opportunity to address Mr [redacted] 's concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr [redacted] 's statement about the quantity of tickets he selected, we want to note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers aware of the number of tickets purchased, so we are confident in the transparency of our checkout processThis process provided Mr [redacted] with multiple opportunities to review the details of his order, as when he selected his tickets, he was led to a Login page that displayed a detailed order summary on the right sideAfter he entered his email address to create an account, he was then taken to the Checkout page, which features an even more in-depth order summaryMr [redacted] was shown both the number and price of said tickets, delivery and service fees, as well as the total charge highlighted in red Vivid Seats has been in contact with Mr [redacted] , and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for his future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team.Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the 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 process.When our customer placed their order for an event on 10/22/2017, they were sufficiently notified that their estimated In-Hand Date was 10/21/The date provided is set by the seller on the purchase and is often dependent upon the primary issuer of the tickets with which we have no affiliation and therefore lies outside of our purviewWhen placing the order, our customer was required to agree to our sales terms and conditions, "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.” Our customer then selected a check box agreeing to these terms and proceeded to submit their order.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryAdditionally, just as our customer's information remains private from the seller, the same privacy is provided to the seller.Our customer stated that are unable to list their tickets until they have them in-hand; this is inaccuratePrior to receiving this claim we discussed this matter with our customer thoroughlyAt this time, we clarified that fan sellers are able to list tickets on our site, as well as others, that they may not have in-hand yetAdditional information regarding the listing of tickets is available in the Seller FAQs portion of our siteAs we have fully addressed our customer's concerns, we consider this matter closedIf our customer has any further concerns regarding their order, we welcome them to contact our customer service or seller services department accordingly.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 eventsIt should be noted that 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 holders.Since Vivid Seats is not the primary issuer of the tickets, any and all reissue requests are outside our purviewIncluded in our Sales Terms and Conditions is the following statement: “Please keep your tickets in a safe placeVivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to youAs stated above, Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” Once Mr [redacted] notified us that one of his tickets sustained damage, our customer service agent informed him that we would have the seller investigate if it would be possible to have the venue reissue the damaged ticketAs explained to Mr [redacted] at that time, any reissue requests are ultimately at the discretion of the primary issue of the tickets, and many venues do not offer this serviceHowever, we did exhaust our available resources to see if the tickets could be reissued as a courtesyThe seller later notified us that they would not be able to fulfill Mr [redacted] ’s requestBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed to by Mr [redacted] at the time of checkoutWe have been in contact with Mr [redacted] regarding this matter and offered a resolution, stepping outside of our sales terms, that would be amicable for both partiesHowever, Mr [redacted] declined this offerOur management team is available to handle any additional concerns that Mr [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued 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 orderAlthough our customer has stated that they purchased E-Tickets, this is inaccurateWhen on the ticket listing page, our customer selected the listing they were interested in which was classified as Paperless tickets and the estimated Delivery Date of 8/1/Once selected, our customer continued to the Lpage and proceeded to the Shipping and Delivery portion of checkoutHere our customer selected Special Delivery, not Email DeliveryBelow this selection our customer was provided with a hyperlink which specified the details of Special DeliveryFurther information is available on the Frequently Asked Questions portion of our siteOur customer then proceeded to select a checkbox agreeing to our sales terms and conditions and placed their order on 2/13/2017.Our customer later verified their shipping address via email on 2/15/in response to an email which reiterated the tickets would be shipped via UPSOn 8/1/2017, the listed expected delivery date, our customer received an email with a UPS tracking number, [redacted] , to monitor deliveryAfter the tickets were successfully delivered on 8/3/2017, we received an email from our customer with inquiries regarding the gift card they receivedOn 8/4/2017, a day before the event, a representative addressed these concerns and clarified Paperless tickets.This representative clarified that Paperless tickets means that the tickets are associated with the card which was used on the original purchase from the primary market and do not exist in printed formThis ticket type is often selected by the primary issuer with which Vivid Seats has no affiliation and therefore lies outside of our purviewThe gift card our customer received was to be brought to the venue and carried no balance so can be disposed of after the eventThis ticket type is similar to a traditional ticket as customers bring the card to the ticket attendant at the gate; once swiped, customers receive a print out of the seat location from the attendant and proceed to their seats.As our customer was sufficiently notified prior to her purchase that her tickets were Paperless, and was provided clarification regarding how to facilitate the Paperless tickets prior to her event, which has since passed, we consider this matter closedIf our customer has additional questions regarding this order, we welcome them to contact our customer service to provide assistance.Regards,Vivid Seats
Complaint: I am rejecting this response because: If they took the time and trouble to look, this was an exception to the rule of many successful transactions over the yearsThey ended up being paid for the transaction in question, and should reasonably deduct that it was a fluke, never to be repeatedTheir short-sightedness in this matter on their part is astounding Sincerely, Ronald ***
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 processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their delivery information, so we are confident in the transparency of our communicationThis communication provides customers with multiple opportunities to review the details of an order, including the expected ship date, the actual ship date, as well as tracking information, all of which is emailed to the customer as soon as updates arrive.On 3/17/9:PM, Mr [redacted] placed an order for [redacted] for 6/3/2016, with an estimated expected available date of 6/1/On 4/6/10:AM, the seller shipped the tickets to the customer, as the tickets became availableAt this time, the customer was provided a tracking number for their order via e-mailAfter two unsuccessful delivery attempts, the package was delivered at the residence and signed for on 04/11/12:08PM, as a signature was required for this packageAs stated in Vivid Seats' sales terms and conditions (http://www.vividseats.com/terms.html), delivery will occur on or before the delivery date on the listing, regardless of delivery methodVivid Seats reserves the right to change the delivery method, at its sole discretion, and may deliver tickets for any order up to one (1) hour prior to the event start time listed on the ticketsVivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund the order if the customer cannot locate the tickets once they are deliveredVivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements If Mr [redacted] has any additional concerns they would like to discuss, he is welcome to reach out to our customer service departmentAt this time, we consider this matter closedRegards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderThe site is completely user-driven meaning all order details are either selected or inputted by the customerOur customer was prompted to select the tickets they are interested in; our customer selected a [redacted] at [redacted] ***Once this event was selected, they navigated to the ticket listing page which reiterated the event detailsAfter selecting a listing, our customers continue to the Login page which displays a detailed order summary on the right side reiterating all event detailsAfter 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 restates the event details, 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 $295.00.” Our customer then proceeded to select Place Order at which time their order was completeAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryOur customer placed their order on 6/9/and received their valid tickets shortly thereafter prior to their event later that eveningWe have attempted to contact our customer in an attempt to offer an amicable resolution though we have been unsuccessful in contacting themWe encourage our customer to contact us to discuss this resolutionAs it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderOnce customers select the tickets they are interested in for [redacted] and [redacted] ***, they continue to the Login page which displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt this point, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $824.19.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.As our customer has stated, Vivid Seats has been in contact and has thoroughly addressed these concernsPrior to receiving this claim we offered a courtesy resolution in the interest of customer serviceHowever, our customer declined this offerIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service departmentAt this time, we consider this matter closed.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 Sincerely, Theresa [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 events.The Store Credit our customer referenced was processed on 9/23/as a courtesy in the interest of customer serviceThis code was detailed in an email delivered to our customer on 9/23/at 5:PM CSTCustomers are able to enter this promotional code on the checkout pageIf applicable to the order, a new order total will populate in accordance with the Store Credit code enteredAn email containing the Store Credit code was re-delivered to our customer on 10/26/2017.It should be noted that our customer has since placed a new order with the Store Credit providedAs such, we consider this matter resolved and encourage our customer to contact us, referencing their order number, for any additional questions they 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 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 ticket type, 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, ticket disclosures, 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 holdersSellers are notified as soon as an order is placed, and this 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.”Vivid Seats only allow professional resellers to list Flash Seats tickets on our website per company policyThe tickets Mr [redacted] purchased could have still resold these tickets via Flash Seats official website, social media, or other platforms that allow Flash Seats tickets to be resold by individualsOur customer service team provided Mr [redacted] with these options after informing him that he would be unable to resell Flashseats through our fan selling processIndividual resellers on our site must provide PDF files or ship tickets they are trying to list, which is why Mr [redacted] only had those options.We have been in contact with Mr [redacted] regarding this issue, but have been unable to reach an amicable resolutionWhile our management team is available to handle any additional concerns that Mr [redacted] may have, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent processVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in our process.Ms [redacted] first package was shipped on 4/11/and she received an email with the tracking details, including the UPS tracking number: [redacted] These tickets were attempted to be delivered on 4/13/but the receiver was not availableThe package was later classified as lost according to UPSAt this time, Vivid Seats reached out to UPS to attempt to locate the trackingSimultaneously, we reached out to the seller to explore the possibility of reissuing the festival passesThe seller later notified us that they would be unable to fulfill this requestAs a result, we reached out to Ms [redacted] on 4/19/around 11:AM CST to offer replacement tickets as well as the option to cancelAs Ms [redacted] stated, she accepted replacement ticket which was confirmed by another seller shortly thereafter and Ms [redacted] received an email with the UPS tracking number of 1Z14YYMs [redacted] later contacted us around 2:PM CST requesting to cancel her orderAt this time, our agent explained that as she had agreed to the replacements, our “all sales are final” policy, and her new tickets were scheduled to be delivered the following day we were unable to cancelOur agent offered to ship the package to a pilocation closer to the venue though Ms [redacted] declinedMs [redacted] tickets were set to be delivered on 4/20/though, again, the receiver was unavailableUPS then held Ms [redacted] tickets at a UPS Access Point minutes from the shipping address prior to her event on 4/21/2017.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryIt should also be noted that our sales terms, which Ms [redacted] agreed to when placing her order, state that tickets may be delivered for “any order up to one (1) hour prior to the event.”As Ms [redacted] tickets had multiple delivery attempts and were awaiting her pick up prior to her event, we have fully adhered to our sales termsPrior to receiving this claim we thoroughly discussed this matter with Ms [redacted] and offered a courtesy resolutionThis offer was made in the interest of customer service though Ms [redacted] declinedAs such, we consider this matter closedIf Ms [redacted] has any additional concerns, we welcome her to contact our customer service department.Regards,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 her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for getting back to us regarding this issueWhile Ms [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestWe must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms [redacted] consented to during checkoutAdditionally, we have provided a one time courtesy resolution, which Ms [redacted] has acceptedWe have confirmed there was If Ms [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service departmentAs it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live events.Mr [redacted] placed his order for StLouis Cardinals at Atlanta Braves on [redacted] , selecting a listing which was classified as Electronic Transfer, and his valid tickets were transferred to his account on [redacted] pending his acceptanceThis type of ticket is becoming increasingly common in the ticket industry.; venues and teams, with which Vivid Seats has no affiliation with, select this option for patrons to facilitate their tickets through their mobile deviceMr [redacted] has indicated that his tickets were invalid; however, Mr [redacted] received an email notifying him that he was required to accept this transfer and instructions on how to proceedWe have received documentation verifying that Mr [redacted] ’s valid tickets were transferred to his email address prior to his event although it appears they were never accepted by Mr [redacted] The first contact we received from Mr [redacted] was the day after his event, at which time we thoroughly addressed his concernsAs Mr [redacted] received his valid tickets on [redacted] , prior to his event on [redacted] , we consider this matter closedIf Mr [redacted] has any additional questions, we encourage him to contact our customer service department by either telephone, email, or our Live Chat application.Regards,Vivid Seats
Complaint: [redacted] Again, policy is being quoted as if this was a standard purchase Although I did purchase online and read your policy I called and spoke to representatives from Vivid and the first person did quote policy as to why she wouldn't give my money back and allow me to go buy tickets that would be secured She said "At this point we have spoken to the seller and your tickets were confirmed." I understand your policy of cancellation but the rep said she confirmed the seller had the tickets within your network I was guaranteed tickets She would not refund my money to allow me to go buy tickets from another source I emphatically and continually stated the importance of these tickets and I was assured I would have themI had important clients lined up for the eventI purhcased hotel rooms for this event They have a policy that did not allow me to cancel when Vivid notified me the day of the event that I would not have ticketsVivid has caused damages to me from the lost reputation with clients but real money in the amount of my hotel rooms which was equal to the amount I am requesting.Listen to the recording Understand that your rep acted outside your policy by ensuring the tickets and guaranteeing that we get them If you are a big company, taking care of my and my request should not be a hard thing to do.After all, this has caused anguish and having to respond to these robotic emails is monotonous Sincerely, Jeff [redacted]
Thank you for getting back to us regarding this issueAlthough Ms [redacted] continues to press forward with this matter, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policyIn regards to Ms***'s statement about the price of tickets and the fees, we should note again that Vivid Seats completes thousands of successful transactions per day with customers who are fully aware of their order total prior to submitting an orderWe pride ourselves on providing a transparent checkout process so we are confident that the information for Ms***'s order was provided well before she confirmed her orderAs previously stated Ms [redacted] has also filed a dispute with her 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 activeIf Ms [redacted] has other questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team Regards, Vivid Seats
Thank you for reaching out to usWe spoke with Ms [redacted] multiple times prior to this complaintVivid Seats always appreciate the opportunity to address a customer’s concerns and we would like to do that belowVivid 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 processOn 04/10/Ms [redacted] requested tickets to Memphis Grizzlies at Golden State Warriors (Fan Appreciation Night) happening on 4/13/The reseller of these tickets communicated to us that the tickets were no longer available, at which point we reached out to Ms [redacted] and explained that the tickets were no longer available and offered her replacement tickets in the same section in a further row backOur 100% Buyer Guarantee ensures that customers will receive comparable or upgraded tickets if their original request is no longer available, but due to the nature of our Market since nothing was available within our guarantee, we reached out to offer the closest comparable tickets that were availableIt should also be noted that when we contacted Ms [redacted] with this these tickets she accepted these replacement ticketsOnly upon her accepting these tickets would we have acquired these for herUpon her acceptance, we quickly acquired the tickets from the seller and provided Ms [redacted] tickets for entry to the eventAs 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 Ms [redacted] regarding this issue, but have been unable to reach an amicable resolutionOur goal is to help customers gain access to events they wish to see and we worked with Ms [redacted] to provide her ticketsWhile our management team is available to handle any additional concerns that Ms [redacted] may have, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] , and while we maintain we are not at fault, both parties have found an amicable resolutionOn 7/17/15, Ms [redacted] purchased tickets to see Janet Jackson on 07/26/This event was later postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Ms [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkout This policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attendIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team Regards,Vivid Seats
Thank you for reaching out to usWe appreciate the opportunity to address Mr [redacted] 's concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr [redacted] 's statement about the quantity of tickets he selected, we want to note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers aware of the number of tickets purchased, so we are confident in the transparency of our checkout processThis process provided Mr [redacted] with multiple opportunities to review the details of his order, as when he selected his tickets, he was led to a Login page that displayed a detailed order summary on the right sideAfter he entered his email address to create an account, he was then taken to the Checkout page, which features an even more in-depth order summaryMr [redacted] was shown both the number and price of said tickets, delivery and service fees, as well as the total charge highlighted in red Vivid Seats has been in contact with Mr [redacted] , and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for his future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team.Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the 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 process.When our customer placed their order for an event on 10/22/2017, they were sufficiently notified that their estimated In-Hand Date was 10/21/The date provided is set by the seller on the purchase and is often dependent upon the primary issuer of the tickets with which we have no affiliation and therefore lies outside of our purviewWhen placing the order, our customer was required to agree to our sales terms and conditions, "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.” Our customer then selected a check box agreeing to these terms and proceeded to submit their order.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryAdditionally, just as our customer's information remains private from the seller, the same privacy is provided to the seller.Our customer stated that are unable to list their tickets until they have them in-hand; this is inaccuratePrior to receiving this claim we discussed this matter with our customer thoroughlyAt this time, we clarified that fan sellers are able to list tickets on our site, as well as others, that they may not have in-hand yetAdditional information regarding the listing of tickets is available in the Seller FAQs portion of our siteAs we have fully addressed our customer's concerns, we consider this matter closedIf our customer has any further concerns regarding their order, we welcome them to contact our customer service or seller services department accordingly.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 eventsIt should be noted that 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 holders.Since Vivid Seats is not the primary issuer of the tickets, any and all reissue requests are outside our purviewIncluded in our Sales Terms and Conditions is the following statement: “Please keep your tickets in a safe placeVivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to youAs stated above, Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” Once Mr [redacted] notified us that one of his tickets sustained damage, our customer service agent informed him that we would have the seller investigate if it would be possible to have the venue reissue the damaged ticketAs explained to Mr [redacted] at that time, any reissue requests are ultimately at the discretion of the primary issue of the tickets, and many venues do not offer this serviceHowever, we did exhaust our available resources to see if the tickets could be reissued as a courtesyThe seller later notified us that they would not be able to fulfill Mr [redacted] ’s requestBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed to by Mr [redacted] at the time of checkoutWe have been in contact with Mr [redacted] regarding this matter and offered a resolution, stepping outside of our sales terms, that would be amicable for both partiesHowever, Mr [redacted] declined this offerOur management team is available to handle any additional concerns that Mr [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued 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 orderAlthough our customer has stated that they purchased E-Tickets, this is inaccurateWhen on the ticket listing page, our customer selected the listing they were interested in which was classified as Paperless tickets and the estimated Delivery Date of 8/1/Once selected, our customer continued to the Lpage and proceeded to the Shipping and Delivery portion of checkoutHere our customer selected Special Delivery, not Email DeliveryBelow this selection our customer was provided with a hyperlink which specified the details of Special DeliveryFurther information is available on the Frequently Asked Questions portion of our siteOur customer then proceeded to select a checkbox agreeing to our sales terms and conditions and placed their order on 2/13/2017.Our customer later verified their shipping address via email on 2/15/in response to an email which reiterated the tickets would be shipped via UPSOn 8/1/2017, the listed expected delivery date, our customer received an email with a UPS tracking number, [redacted] , to monitor deliveryAfter the tickets were successfully delivered on 8/3/2017, we received an email from our customer with inquiries regarding the gift card they receivedOn 8/4/2017, a day before the event, a representative addressed these concerns and clarified Paperless tickets.This representative clarified that Paperless tickets means that the tickets are associated with the card which was used on the original purchase from the primary market and do not exist in printed formThis ticket type is often selected by the primary issuer with which Vivid Seats has no affiliation and therefore lies outside of our purviewThe gift card our customer received was to be brought to the venue and carried no balance so can be disposed of after the eventThis ticket type is similar to a traditional ticket as customers bring the card to the ticket attendant at the gate; once swiped, customers receive a print out of the seat location from the attendant and proceed to their seats.As our customer was sufficiently notified prior to her purchase that her tickets were Paperless, and was provided clarification regarding how to facilitate the Paperless tickets prior to her event, which has since passed, we consider this matter closedIf our customer has additional questions regarding this order, we welcome them to contact our customer service to provide assistance.Regards,Vivid Seats
Complaint: I am rejecting this response because: If they took the time and trouble to look, this was an exception to the rule of many successful transactions over the yearsThey ended up being paid for the transaction in question, and should reasonably deduct that it was a fluke, never to be repeatedTheir short-sightedness in this matter on their part is astounding Sincerely, Ronald ***
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 processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their delivery information, so we are confident in the transparency of our communicationThis communication provides customers with multiple opportunities to review the details of an order, including the expected ship date, the actual ship date, as well as tracking information, all of which is emailed to the customer as soon as updates arrive.On 3/17/9:PM, Mr [redacted] placed an order for [redacted] for 6/3/2016, with an estimated expected available date of 6/1/On 4/6/10:AM, the seller shipped the tickets to the customer, as the tickets became availableAt this time, the customer was provided a tracking number for their order via e-mailAfter two unsuccessful delivery attempts, the package was delivered at the residence and signed for on 04/11/12:08PM, as a signature was required for this packageAs stated in Vivid Seats' sales terms and conditions (http://www.vividseats.com/terms.html), delivery will occur on or before the delivery date on the listing, regardless of delivery methodVivid Seats reserves the right to change the delivery method, at its sole discretion, and may deliver tickets for any order up to one (1) hour prior to the event start time listed on the ticketsVivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund the order if the customer cannot locate the tickets once they are deliveredVivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements If Mr [redacted] has any additional concerns they would like to discuss, he is welcome to reach out to our customer service departmentAt this time, we consider this matter closedRegards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderThe site is completely user-driven meaning all order details are either selected or inputted by the customerOur customer was prompted to select the tickets they are interested in; our customer selected a [redacted] at [redacted] ***Once this event was selected, they navigated to the ticket listing page which reiterated the event detailsAfter selecting a listing, our customers continue to the Login page which displays a detailed order summary on the right side reiterating all event detailsAfter 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 restates the event details, 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 $295.00.” Our customer then proceeded to select Place Order at which time their order was completeAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryOur customer placed their order on 6/9/and received their valid tickets shortly thereafter prior to their event later that eveningWe have attempted to contact our customer in an attempt to offer an amicable resolution though we have been unsuccessful in contacting themWe encourage our customer to contact us to discuss this resolutionAs it currently stands, we consider this matter closed.Regards,Vivid Seats
Complaint: I am rejecting this response because: Sincerely, Kallori [redacted]