Complaint: ***
I am rejecting this response because:they are lyingThey did not offer me anything to resolve this matter. Their practices are deceptive and that are just out right lyingI do not consider this matter resolvedI called them to try and get comparable seats to the ones I purchased and was told they would not do that for meI had no other choice but to accept the worse tickets they provided.
Sincerely,
Cosmina ***
Thank you for your responseAs stated previously, all details were provided to and reviewed by Mr*** in order to gain access to his ticketsOur 100% Buyer Guarantee is in place to guarantee valid tickets for the event, which were available to Mr*** on the day of the eventWe contacted Mr*** and offered him a resolution so that he may attend another event and he declined this offerOur customer service team is available to handle any additional questions he may have, and if he wishes to pursue the resolution we offered, that will be available to him when he contacts usAs it presently stands, we have fulfilled all our obligations as agrewhen Mr*** checked out and consider this matter closed. Regards, Vivid Seats
Revdex.com:
The company finally did work with me since I have contacted you They claim they have refunded my money on my charge card I am checking with my charge card company to make sure they have completed what they claimed
I have reviewed the response made by the business in reference to complaint ID 11089456, and find that this resolution is satisfactory to meThis company is very shady and I guarantee there will continue to be multiple complaints?
Sincerely,
Michelle ***
Looking into *** *** claims, we have concluded that *** *** has not placed an order with Vivid SeatsOur company has no record of an order or phone call with *** ***Also, the person *** *** mentioned he spoke to on the phone is not an employee of Vivid SeatsThis person told ***
*** that they would be willing to relist his tickets without the seller feeHowever, our reselling service does not require a fee to list tickets for saleWe recommend that *** *** reaches out to the company where he purchased the tickets for any further concerns
Thank you for getting back to us regarding this issueAs indicated in our previous response, once the reseller informed us that the tickets were no longer available we contacted Mr*** regarding the issueWhen speaking with Mr*** we offered replacements, which he declined and then opted to cancel his orderOur sales terms state "confirmed orders may be filled with comparable or upgraded tickets if the original tickets are no longer available"As we are a live marketplace, tickets may not be available in a comparable or upgraded section, at which point we offered a refund or a potential resolution with different tickets.As we have issued Mr*** a full refund, in accordance with our 100% Buyer Guarantee, we consider this matter resolved and if Mr*** has any additional concerns he would like to discuss, he is welcome to reach out to our customer service department.Regards,Vivid Seats
Ms*** is correct that this event was cancelledWhen an event is cancelled, Vivid Seats is notified of the cancellation and the customer will be provided a refundThis process usually takes 7-business daysIn this instance, Ms*** disputed with her bank before we could offer her
the refundMs*** has been refunded by her bankWe consider this matter resolved--and we hope that Ms*** will consider Vivid Seats for her future event ticket needsIf Ms*** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team
Initial Business Response /* (1000, 5, 2015/08/06) */
Vivid Seats reached out to Ms***, and both parties have found an amicable resolution prior to her filing her complaintWe consider this matter resolvedand we hope that Ms*** will make use of our services in the futureIf
she wishes to discuss this matter further, we welcome her to contact a member of our management team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Thank you for reaching back to us regarding this issuePer the previous response clarifying the exact nature of the tickets scanned, it should be noted that Mr*** was contacted by our customer service department multiple times regarding this incident, seeking to rectify the situation for our paying customerA resolution was not reached, and we had to assist the paying customer via other means, as the tickets that the complainant provided to our buyer would not be accepted by the venue, which would cause the paying customer to be denied entry to the eventDue to this, we are not obligated to provide payment to Mr***, and as such, we consider this matter closed
Initial Business Response /* (1000, 5, 2015/05/19) */
We regret to hear of Ms*** 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
Ms.*** indicates that she purchased tickets through the Vivid Seats website at a price above the amount originally displayed on the tickets, which is known as the face valueShe feels that this price is an overcharge and entitles her to a refundHowever, Vivid Seats is a secondary marketplace and is not directly affiliated with any artist or venue and does not sell tickets as a primary box officeRather, we act as an intermediary between fans and ticket-holdersThis means that the prices of tickets listed on our site are set independently by sellers, not Vivid Seats, based on those sellers' assessments of changing market factors such as customer demandThis price is not based on the face value, and may change at any timeThese facts are communicated in transparent language in our FAQ and Sales Terms (www.vividseats.com/terms.html): "VividSeats.com displays tickets from a vast network of ticket resellers who price their inventory according to their market value, not the original printed value, or 'face value.' For this reason, the price indicated on the ticket may often be lower than the price the tickets are offered for sale at VividSeats.comticket prices are determined by the ticket sellers and not VividSeats.com."
In addition, a message reading "Prices set by sellers, may be over face value" is clearly displayed at the top of every ticket-selection screenMeanwhile, during the checkout process, the following notice is shown directly above the Place Order button: "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 U.SDollarsAll sales are final." This statement is accompanied by a checkbox that customers must click to proceed with checkoutThese messages would have been clearly visible to Ms.*** before she submitted her information and finalized the order
Though Ms.*** requested to cancel shortly after placing her order, we had already committed to obtaining the tickets from the seller on Ms*** behalf, and these tickets had already been emailed to Ms.***We are therefore unable to honor her cancellation request and provide a refundHowever, we have offered to assist Ms.*** with reselling her tickets through our site at no additional costIf Ms.*** wishes to pursue this option, we encourage her to contact a member of our management team
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was grossly over charged and would like to be refundedI do not accept this response
Final Business Response /* (4000, 9, 2015/05/20) */
While we are sympathetic to Ms*** frustration, we must enforce our "all sales are final" policyAs evidenced by the screenshot attached with our previous response, the checkout page Ms.*** encountered displayed all the relevant details of her order, including itemized pricing and the total chargeIn addition to these details, Ms.*** was presented with a Sales Terms summary that explains tickets may be listed above face value, and that all sales are finalBy placing her order, Ms.*** signified that she agreed to these terms
As stated in our previous response, our distinction as a secondary marketplace and ticket sales intermediary means we must ensure our policies are fair to both sellers and customersThe seller of the tickets Ms.*** purchased had already received confirmation of Ms*** agreement to purchase those tickets, and had sent said tickets, by the time Ms.*** contacted usBecause this sale has been finalized, we must stand by our "all sales are final" policy and are unable to issue a refundWe are, however, still willing to assist Ms.*** with reselling her tickets on our siteIf she decides to change her mind and pursue this option, we welcome her to contact a member of our management team
Thank you for your responseAs we previously stated, as a courtesy we reached out to the seller on this order to request a reissue and the seller informed us that they would not be able to comply with this request as the primary market is not provided reissued tickets for this eventAs such, we consider this matter closedIf our customer has any further concerns regarding their order, we welcome them to contact our customer service department.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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.Although our customer has stated that they contacted us prior to their event, this is inaccurateOur first communication with our customer occurred the night of the event, 8/9/As 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 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 properlyIn the rare event we receive a claim of tickets being invalid, we act quickly and thoroughly to investigate the matter.The sales terms, which were agreed to upon purchase clearly state, “You must obtain proof from the venue verifying that you were denied entry and send that to Vivid Seats along with a statement describing the specific circumstances.” Our customer indicated that they went to the venue’s box office with a number; however, as we have no affiliation with the venue, they would not recognize the order number which was provided by Vivid SeatsThe email our customer received containing their tickets clearly state, “You must print out the PDF document to gain entryThis email is not a ticket for entry into the event.” Our customer was instructed to print the PDF files, bring these to the gate for entry where an attendant would scan the tickets for entry.In regards to the name on the ticket, the email our customer received also states, “The name and price may not match your purchaseTickets purchased on the secondary market will reflect the original purchaserAll eTickets are completely transferable.” The name printed on the ticket is simply the original purchaser from the primary marketThis is a common occurrence in the secondary marketplace as tickets are completely transferrable.Prior to receiving this claim, we discussed this matter with our customer thoroughly clarifying that we were unable to substantiate their claimWe also offered to reopen the investigation should they provide sufficient documentation to support their statementAt this time, we consider this matter closed and welcome our customer to contact us directly should they wish to discuss any additional concerns they may have.Regards,Vivid Seats
Thank you for getting back to us regarding this issueAlthough Ms*** continues to press forward with this matter, we are not able to offer refunds once a sale has been completed and must enforce the “all sales are final” policy that was featured in bold text and agreed to by Ms*** prior to checkoutThis is due to the nature of our business as a secondary marketplace.As mentioned in our previous response, our website is user-driven, and no order can be placed without Ms*** having been made aware of all order and pricing detailsThe order summary is presented multiple times prior to placing the order. Also as we have noted previously, the different name printed on the tickets is a common occurrence on the secondary market, a standard throughout the industry. These tickets are guaranteed to be transferable and gain our customers entry into their respective events.We have been in contact with Ms*** regarding this issue and have offered her an amicable resolution to the matter; however, that offer has been declined by Ms***. If Ms*** has any additional concerns she would like to discuss, she is welcome to reach out to our customer service departmentAt this time, we consider this matter closed.Regards,Vivid Seats
Complaint: ***
I am rejecting this response because:as stated on the original complaint, I was offered tickets for seats much further back then the ones I ordered at the same priceI was never offered a "upgrade" or even a discounted price for the "replacement" tickets that were much worseInstead Vivid tried to convince me that they were basically the sameFurther more I was not notified about the situation for two weeksLeaving little if any chance to get comprable seatsYour caned response does not apply.
Sincerely,
*** ***
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers
with individual ticket holders and amazing live events.Ms*** placed an order on 4/6/for two tickets to *** *** which were classified as Zone SeatingThe seller later notified us that they no longer had these tickets availableMs*** has indicated that sellers list tickets on our site which they have not yet acquired; this is inaccurateWe would like to clarify that the professional sellers we work with own a large bulk of inventory to numerous eventsOccasionally, in very rare instances, as hundreds of sellers list thousands of tickets daily, errors do occurThis could be due to a range of factors such as, but not limited to, the tickets being previously sold on an alternative resale site.On 4/10/we reached out to Ms*** to provide an update on her orderAt this time she was provided alternative tickets with a partial discount or the option to cancelMs*** elected to cancel her order and a refund was issued to her *** account on 4/13/Our Sales Terms and Conditions, which are clearly visible on our website, state: "All orders are subject to ticket availabilityVivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets orderedIf those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion." When comparable or upgraded tickets are not available, customers are also provided with the option to cancel their order.As such, we have fully adhered to our sales terms and conditionsWe have thoroughly addressed this matter with Ms*** and she has been refunded in fullShould Ms*** have further concerns regarding this order, we welcome her to contact our customer service department so that they may assist.Regards,Vivid Seats
Complaint:
I am rejecting this response because:I am not being issued a full refundPlease note that the telephone number that they leave in voice messages is the generic customer service line which when you call it puts you through an endless amount of options at the end of which you listen to musicThey do not give you a direct line to a live personIt should also be noted that they attempt to call when I am at work, and I do not have time to hold for 10, 15, 20, or minutesIf vivid seats is able to give me my money back for a cancellation they should be able to get me my money back for an indefinite postponementThank you again for all of your help in this matter
Sincerely, Bobbie *** ***
Initial Business Response /* (1000, 5, 2015/04/09) */
We regret to hear of Ms.*** dissatisfaction, but we appreciate the opportunity to address her concernsVivid Seats operates on the secondary (resale) 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; 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 their listings are legitimate and distributed properly
However, because 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 Ms.*** order was one such caseDue to an error the seller made during processing, the tickets Ms.*** received were deemed invalid by the venue
Vivid Seats wholeheartedly apologizes for the issues Ms.*** has experiencedAs compensation for this unfortunate circumstance, we have issued a full refund of Ms.*** order in accordance with our 100% Buyer GuaranteeAnd, because we want to help Ms.*** attend another live event, we've also provided a promotional code for a future purchaseWe hope that we have been able to resolve Ms.*** concerns, and that she will choose Vivid Seats for her ticket needs again in the futureIf Ms.*** has any further questions or concerns, we welcome her to contact a member of our customer service team
We appreciate the opportunity to address Mr***'s concernsWe have been able to reach an amicable resolution with Mr*** but did want to take time to address his concerns
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not
generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure--and provide the support of our 100% Buyer Guarantee
Because tickets listed for sale on our site are owned by individual sellers, sellers are notified as soon as an order is placedThis means we must ensure all of our policies are fair to both customers and ticket sellers, and enforce an "all sales are final" policy--a standard policy throughout the industryThese facts are described in detail in our FAQ and Sales Terms (www.vividseats.com/terms.html), as well as during checkout, where the following message is displayed 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." These messages would have been clearly visible to Mr*** before he submitted his information and finalized the order
If Mr*** has any additional concerns regarding his order, we encourage him to reach out to us
Complaint: ***
I am rejecting this response because:they are lyingThey did not offer me anything to resolve this matter. Their practices are deceptive and that are just out right lyingI do not consider this matter resolvedI called them to try and get comparable seats to the ones I purchased and was told they would not do that for meI had no other choice but to accept the worse tickets they provided.
Sincerely,
Cosmina ***
Thank you for your responseAs stated previously, all details were provided to and reviewed by Mr*** in order to gain access to his ticketsOur 100% Buyer Guarantee is in place to guarantee valid tickets for the event, which were available to Mr*** on the day of the eventWe contacted Mr*** and offered him a resolution so that he may attend another event and he declined this offerOur customer service team is available to handle any additional questions he may have, and if he wishes to pursue the resolution we offered, that will be available to him when he contacts usAs it presently stands, we have fulfilled all our obligations as agrewhen Mr*** checked out and consider this matter closed. Regards, Vivid Seats
Revdex.com:
The company finally did work with me since I have contacted you They claim they have refunded my money on my charge card I am checking with my charge card company to make sure they have completed what they claimed
I have reviewed the response made by the business in reference to complaint ID 11089456, and find that this resolution is satisfactory to meThis company is very shady and I guarantee there will continue to be multiple complaints?
Sincerely,
Michelle ***
Looking into *** *** claims, we have concluded that *** *** has not placed an order with Vivid SeatsOur company has no record of an order or phone call with *** ***Also, the person *** *** mentioned he spoke to on the phone is not an employee of Vivid SeatsThis person told ***
*** that they would be willing to relist his tickets without the seller feeHowever, our reselling service does not require a fee to list tickets for saleWe recommend that *** *** reaches out to the company where he purchased the tickets for any further concerns
Thank you for getting back to us regarding this issueAs indicated in our previous response, once the reseller informed us that the tickets were no longer available we contacted Mr*** regarding the issueWhen speaking with Mr*** we offered replacements, which he declined and then opted to cancel his orderOur sales terms state "confirmed orders may be filled with comparable or upgraded tickets if the original tickets are no longer available"As we are a live marketplace, tickets may not be available in a comparable or upgraded section, at which point we offered a refund or a potential resolution with different tickets.As we have issued Mr*** a full refund, in accordance with our 100% Buyer Guarantee, we consider this matter resolved and if Mr*** has any additional concerns he would like to discuss, he is welcome to reach out to our customer service department.Regards,Vivid Seats
Ms*** is correct that this event was cancelledWhen an event is cancelled, Vivid Seats is notified of the cancellation and the customer will be provided a refundThis process usually takes 7-business daysIn this instance, Ms*** disputed with her bank before we could offer her
the refundMs*** has been refunded by her bankWe consider this matter resolved--and we hope that Ms*** will consider Vivid Seats for her future event ticket needsIf Ms*** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team
Initial Business Response /* (1000, 5, 2015/08/06) */
Vivid Seats reached out to Ms***, and both parties have found an amicable resolution prior to her filing her complaintWe consider this matter resolvedand we hope that Ms*** will make use of our services in the futureIf
she wishes to discuss this matter further, we welcome her to contact a member of our management team
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Thank you for reaching back to us regarding this issuePer the previous response clarifying the exact nature of the tickets scanned, it should be noted that Mr*** was contacted by our customer service department multiple times regarding this incident, seeking to rectify the situation for our paying customerA resolution was not reached, and we had to assist the paying customer via other means, as the tickets that the complainant provided to our buyer would not be accepted by the venue, which would cause the paying customer to be denied entry to the eventDue to this, we are not obligated to provide payment to Mr***, and as such, we consider this matter closed
Initial Business Response /* (1000, 5, 2015/05/19) */
We regret to hear of Ms*** 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
Ms.*** indicates that she purchased tickets through the Vivid Seats website at a price above the amount originally displayed on the tickets, which is known as the face valueShe feels that this price is an overcharge and entitles her to a refundHowever, Vivid Seats is a secondary marketplace and is not directly affiliated with any artist or venue and does not sell tickets as a primary box officeRather, we act as an intermediary between fans and ticket-holdersThis means that the prices of tickets listed on our site are set independently by sellers, not Vivid Seats, based on those sellers' assessments of changing market factors such as customer demandThis price is not based on the face value, and may change at any timeThese facts are communicated in transparent language in our FAQ and Sales Terms (www.vividseats.com/terms.html): "VividSeats.com displays tickets from a vast network of ticket resellers who price their inventory according to their market value, not the original printed value, or 'face value.' For this reason, the price indicated on the ticket may often be lower than the price the tickets are offered for sale at VividSeats.comticket prices are determined by the ticket sellers and not VividSeats.com."
In addition, a message reading "Prices set by sellers, may be over face value" is clearly displayed at the top of every ticket-selection screenMeanwhile, during the checkout process, the following notice is shown directly above the Place Order button: "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 U.SDollarsAll sales are final." This statement is accompanied by a checkbox that customers must click to proceed with checkoutThese messages would have been clearly visible to Ms.*** before she submitted her information and finalized the order
Though Ms.*** requested to cancel shortly after placing her order, we had already committed to obtaining the tickets from the seller on Ms*** behalf, and these tickets had already been emailed to Ms.***We are therefore unable to honor her cancellation request and provide a refundHowever, we have offered to assist Ms.*** with reselling her tickets through our site at no additional costIf Ms.*** wishes to pursue this option, we encourage her to contact a member of our management team
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was grossly over charged and would like to be refundedI do not accept this response
Final Business Response /* (4000, 9, 2015/05/20) */
While we are sympathetic to Ms*** frustration, we must enforce our "all sales are final" policyAs evidenced by the screenshot attached with our previous response, the checkout page Ms.*** encountered displayed all the relevant details of her order, including itemized pricing and the total chargeIn addition to these details, Ms.*** was presented with a Sales Terms summary that explains tickets may be listed above face value, and that all sales are finalBy placing her order, Ms.*** signified that she agreed to these terms
As stated in our previous response, our distinction as a secondary marketplace and ticket sales intermediary means we must ensure our policies are fair to both sellers and customersThe seller of the tickets Ms.*** purchased had already received confirmation of Ms*** agreement to purchase those tickets, and had sent said tickets, by the time Ms.*** contacted usBecause this sale has been finalized, we must stand by our "all sales are final" policy and are unable to issue a refundWe are, however, still willing to assist Ms.*** with reselling her tickets on our siteIf she decides to change her mind and pursue this option, we welcome her to contact a member of our management team
Thank you for your responseAs we previously stated, as a courtesy we reached out to the seller on this order to request a reissue and the seller informed us that they would not be able to comply with this request as the primary market is not provided reissued tickets for this eventAs such, we consider this matter closedIf our customer has any further concerns regarding their order, we welcome them to contact our customer service department.Regards,Vivid Seats
We have provided a full refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
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.Although our customer has stated that they contacted us prior to their event, this is inaccurateOur first communication with our customer occurred the night of the event, 8/9/As 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 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 properlyIn the rare event we receive a claim of tickets being invalid, we act quickly and thoroughly to investigate the matter.The sales terms, which were agreed to upon purchase clearly state, “You must obtain proof from the venue verifying that you were denied entry and send that to Vivid Seats along with a statement describing the specific circumstances.” Our customer indicated that they went to the venue’s box office with a number; however, as we have no affiliation with the venue, they would not recognize the order number which was provided by Vivid SeatsThe email our customer received containing their tickets clearly state, “You must print out the PDF document to gain entryThis email is not a ticket for entry into the event.” Our customer was instructed to print the PDF files, bring these to the gate for entry where an attendant would scan the tickets for entry.In regards to the name on the ticket, the email our customer received also states, “The name and price may not match your purchaseTickets purchased on the secondary market will reflect the original purchaserAll eTickets are completely transferable.” The name printed on the ticket is simply the original purchaser from the primary marketThis is a common occurrence in the secondary marketplace as tickets are completely transferrable.Prior to receiving this claim, we discussed this matter with our customer thoroughly clarifying that we were unable to substantiate their claimWe also offered to reopen the investigation should they provide sufficient documentation to support their statementAt this time, we consider this matter closed and welcome our customer to contact us directly should they wish to discuss any additional concerns they may have.Regards,Vivid Seats
Thank you for getting back to us regarding this issueAlthough Ms*** continues to press forward with this matter, we are not able to offer refunds once a sale has been completed and must enforce the “all sales are final” policy that was featured in bold text and agreed to by Ms*** prior to checkoutThis is due to the nature of our business as a secondary marketplace.As mentioned in our previous response, our website is user-driven, and no order can be placed without Ms*** having been made aware of all order and pricing detailsThe order summary is presented multiple times prior to placing the order. Also as we have noted previously, the different name printed on the tickets is a common occurrence on the secondary market, a standard throughout the industry. These tickets are guaranteed to be transferable and gain our customers entry into their respective events.We have been in contact with Ms*** regarding this issue and have offered her an amicable resolution to the matter; however, that offer has been declined by Ms***. If Ms*** has any additional concerns she would like to discuss, she is welcome to reach out to our customer service departmentAt this time, we consider this matter closed.Regards,Vivid Seats
Complaint: ***
I am rejecting this response because:as stated on the original complaint, I was offered tickets for seats much further back then the ones I ordered at the same priceI was never offered a "upgrade" or even a discounted price for the "replacement" tickets that were much worseInstead Vivid tried to convince me that they were basically the sameFurther more I was not notified about the situation for two weeksLeaving little if any chance to get comprable seatsYour caned response does not apply.
Sincerely,
*** ***
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers
with individual ticket holders and amazing live events.Ms*** placed an order on 4/6/for two tickets to *** *** which were classified as Zone SeatingThe seller later notified us that they no longer had these tickets availableMs*** has indicated that sellers list tickets on our site which they have not yet acquired; this is inaccurateWe would like to clarify that the professional sellers we work with own a large bulk of inventory to numerous eventsOccasionally, in very rare instances, as hundreds of sellers list thousands of tickets daily, errors do occurThis could be due to a range of factors such as, but not limited to, the tickets being previously sold on an alternative resale site.On 4/10/we reached out to Ms*** to provide an update on her orderAt this time she was provided alternative tickets with a partial discount or the option to cancelMs*** elected to cancel her order and a refund was issued to her *** account on 4/13/Our Sales Terms and Conditions, which are clearly visible on our website, state: "All orders are subject to ticket availabilityVivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets orderedIf those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion." When comparable or upgraded tickets are not available, customers are also provided with the option to cancel their order.As such, we have fully adhered to our sales terms and conditionsWe have thoroughly addressed this matter with Ms*** and she has been refunded in fullShould Ms*** have further concerns regarding this order, we welcome her to contact our customer service department so that they may assist.Regards,Vivid Seats
Complaint:
I am rejecting this response because:I am not being issued a full refundPlease note that the telephone number that they leave in voice messages is the generic customer service line which when you call it puts you through an endless amount of options at the end of which you listen to musicThey do not give you a direct line to a live personIt should also be noted that they attempt to call when I am at work, and I do not have time to hold for 10, 15, 20, or minutesIf vivid seats is able to give me my money back for a cancellation they should be able to get me my money back for an indefinite postponementThank you again for all of your help in this matter
Sincerely, Bobbie *** ***
Initial Business Response /* (1000, 5, 2015/04/09) */
We regret to hear of Ms.*** dissatisfaction, but we appreciate the opportunity to address her concernsVivid Seats operates on the secondary (resale) 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; 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 their listings are legitimate and distributed properly
However, because 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 Ms.*** order was one such caseDue to an error the seller made during processing, the tickets Ms.*** received were deemed invalid by the venue
Vivid Seats wholeheartedly apologizes for the issues Ms.*** has experiencedAs compensation for this unfortunate circumstance, we have issued a full refund of Ms.*** order in accordance with our 100% Buyer GuaranteeAnd, because we want to help Ms.*** attend another live event, we've also provided a promotional code for a future purchaseWe hope that we have been able to resolve Ms.*** concerns, and that she will choose Vivid Seats for her ticket needs again in the futureIf Ms.*** has any further questions or concerns, we welcome her to contact a member of our customer service team
We appreciate the opportunity to address Mr***'s concernsWe have been able to reach an amicable resolution with Mr*** but did want to take time to address his concerns
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not
generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure--and provide the support of our 100% Buyer Guarantee
Because tickets listed for sale on our site are owned by individual sellers, sellers are notified as soon as an order is placedThis means we must ensure all of our policies are fair to both customers and ticket sellers, and enforce an "all sales are final" policy--a standard policy throughout the industryThese facts are described in detail in our FAQ and Sales Terms (www.vividseats.com/terms.html), as well as during checkout, where the following message is displayed 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." These messages would have been clearly visible to Mr*** before he submitted his information and finalized the order
If Mr*** has any additional concerns regarding his order, we encourage him to reach out to us