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.In the rare event that a seller notifies us that the tickets are no longer available, the sales terms clearly state, “Vivid 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.” In the case that no comparable tickets are available, we provide the customer with the option to cancelMr*** order was cancelled and a full refund was processed. As a courtesy we also offered promotional code for a future purchaseOn 5/13/we supplied Mr*** with this code that would provide him with a discount in return for his $order that could not be filledThis code remained active for one year from the date it was issuedThis code was provided in the interest of customer service, stepping outside of our sales terms and conditionsNevertheless, we have contacted Mr*** and an amicable resolution has been reachedAs such, we consider this matter resolved.Regards,Vivid Seats
Thank you for getting back to us regarding this matterAlthough Mr*** continues to press forward with this matter, Vivid Seats maintains that our four-step checkout process provides customers with a sufficient opportunity to review all order details, including fees. The order total is predominately presented to customers prior to entering any payment information. Mr*** stated that we never reached out to him to discuss his concerns; this should be noted as inaccurateAfter Mr*** expressed his concerns using our Live Chat application, a manager called him shortly after to discuss his order on 10/As we previously stated, all tickets listed on our site are owned and priced by individual sellers, not Vivid SeatsThis means the largest portion of the proceeds from any order placed goes directly to the sellerIt is necessary we maintain our “all sales are final” policy that was presented to, and agreed upon, by Mr*** at checkout to ensure our policies are fair to both parties. If Mr*** would like to discuss the details of his order, we encourage him to contact a member of our customer service teamAt this time, Vivid Seats has sufficiently addressed Mr***’s concerns in detailAs Ms*** received his valid tickets prior to his event, therefore fulfilling our agreement, we consider this matter closed. Regards, Vivid Seats
Thank you for your responseAs previously noted, Vivid Seats is unable to provide refunds for events that have been postponed or rescheduledThis is fully explained in the Sales Terms and Conditions to which Ms*** agreed prior to purchase, and is noted on every ticket page on our website with the message, "Full refund for events that are canceled and not rescheduled." The event in question took place on 7/11/16, and Ms***'s tickets were valid for that date.Vivid Seats has responded to Ms***'s concerns in detail, and has provided a resolution to this matter that Ms*** confirmed at the time was amicable to herWe have also attempted to reach Ms*** on several occasions; however, each time she has been unavailable or has disconnected the lineWe have been unable to leave a voicemail message for Ms***, instead receiving a message stating that her voicemail box has not been set up. If Ms*** would like to discuss a resolution to this matter, we encourage her to give our customer service team a callVivid Seats considers this matter resolved. 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 facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fee's and price per ticket, so we are
confident in the transparency of our checkout processWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in red. Vivid Seats has been in contact with Mr*** and both parties have found an amicable resolutionAs such, we consider this matter resolved.If Mr*** has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. ***. On 7/20/15, Ms*** purchased tickets to see *** *** on 3/1/This event was later postponed by the artist, pending selection of a new date. Ms***
reached out to us about this date change and indicated that she would no longer be able to attendIt should be noted that Ms*** typically would not be able to receive a refund for a postponed event, per the policy agreed to at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally selectedIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customersIn the interest of customer service, we have reached out to Ms*** on several occasions, but have been unsuccessful in reaching herWe have provided a resolution to this matter, and hope Ms*** will consider Vivid Seats for her future event ticket needsIf Ms*** has any further questions or concerns regarding the resolution that was provided or any other matter, we welcome her to contact a member of our customer service team. Regards,Vivid Seats
Complaint: ***
I am rejecting this response because:as I have statedI have never received any tickets As far as this matter being closed That was your stance the minute you ripped me off But the bottom line is My son and I never got to go to that game because I never received tickets that I paid forSo you can close this matter all you wantMy point isThat my yr old son didnt get to see his favorite team So keep the money you took and buy yourself a conscious.
Sincerely,
Andy ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11694518, and find that this resolution is satisfactory to me
Sincerely,
T ***
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsOn 02/13/2016, Ms*** purchased tickets to see *** *** on 08/09/This event was later postponed by the artist and/or venue for a later date. They have
since indicated that they would no longer be able to attend, to which it should be noted that Ms*** 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 selectedIn 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 resolved this matter with Ms*** and hope he will consider Vivid Seats for his future event ticket needsIf Ms*** 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 your response regarding this matterAlthough Mr*** *** has stated he was not notified of his estimated In-Hand Date prior to placing his order, as we have previously clarified this is inaccurateMr*** *** was notified of this fact prior to entering any payment informationAs we previously mentioned in our initial response, this delivery date is set by sellers and often dependent upon the primary market with which we have no affiliation; therefore we adequately notify customer of this date prior to placing their order.Nevertheless, Mr*** ***’s tickets were delivered on the provided In-Hand Date of 3/17/at 8:AM CST prior to his event and downloaded shortly thereafterAs Mr*** ***’s valid tickets were delivered prior to his event which has since passed and we have sufficiently addressed his concerns, we consider this matter closedIf Mr*** *** has any additional concerns regarding his order, we welcome him to contact our customer service.Regards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms***, and while we maintain we are not at fault, both parties have found an amicable resolutionOn 6/21/15, Ms. *** purchased tickets to see Janet Jackson on 07/20/This event was
later postponed by the artist and/or venue for a later dateIt should be noted that Ms. *** 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*** will consider Vivid Seats for their future event ticket needsIf Ms. *** 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 providing this responseAs we have thoroughly clarified, every customer who places an order with is taken through a four-step checkout process and provided multiple opportunities to review their order detailsAs we have sufficiently addressed our customer's concerns and clarified that no order can be placed without the customer having been presented with, and having agree to, the order total, we consider this matter closed.Regards,Vivid Seats
Complaint: ***
I am rejecting this response because: I don't like the answerWhile what happened in this situation is not an illegal scam, it is still a scamJacking up the price of a ticket before ticket prices are available is a scam to me.
Sincerely,
Rebecca ***
Thank you for reaching out to us regarding 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. It should be noted that Vivid Seats
maintains a 100% Buyer Guarantee that ensures tickets will be delivered prior to the customer’s event, not upon requestThe delivery date is often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. Mr*** received his valid and authentic tickets on 10/25, prior to his event and prior to our receipt of this Revdex.com complaintAs such, we consider this matter resolved. If Mr*** has any further questions or concerns regarding this order, we encourage him to contact a member of our customer service team. Regards, Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11640788, and find that this resolution is satisfactory to me
Thank you for your help!!
Sincerely,
Alicia ***
Thank you for providing this replyAlthough our customer continues to press forward with this matter, we maintain that tickets were transferred to their Ticketmaster account and our customer responded to the email stating their tickets had been transferred on 5/3/at 1:PM CSTWe encourage our customer to review their email history for this informationIt should also be noted that the email our customer entered during the checkout process in February, which is the email associated with the transfer, varies from the email which was provided in this claim. In relation to our customer's claim that other patrons were in their seats, we would like to provide clarificationWhen purchasing tickets, customers are not presented with the specific seat numbers until tickets are deliveredAs tickets through Ticketmaster transfer cannot deliver the same seats to multiple customers, no other individual received the tickets which were delivered to our customer. As we have thoroughly addressed our customer's concerns and delivered tickets in accordance with the agreterms, we consider this matter closed.Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/10/16) */
We appreciate the opportunity to address Ms***'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 serviceand maintaining a simple, transparent checkout process
Ms*** feels that certain details of her order, including the service charge and the price being above the face value shown on the tickets, were not disclosed in advanceHowever, this is inaccurate: our checkout process provides multiple opportunities to review the details of an order, and displays multiple disclaimers that tickets may be above face valueWhen a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left sideAfter the customer enters an email address to create an account, she/he is taken to the Checkout page, which features an even more in-depth order breakdown displaying the individual ticket costs, individual delivery and service fees, and total charge highlighted in red
Since we are a ticket resale company, tickets often show the original purchaser's nameThis is explained on our website FAQ page as follows: "The name on the ticket is simply the name of the original purchaserAll E-Tickets are completely transferable and the attendee's name does not need to match the name on the ticketRest assured that all tickets sold on VividSeats.com are always valid and authentic and covered by our 100% Buyer Guarantee."
We encourage Ms*** to reach out to our management team with any further questions or concerns
Thank you for your replyAs we have thoroughly clarified, the dispute that was filed was a direct violation of our termsAs the financial institution determined that the charge was in fact valid, the appropriate amount was refunded to our customer as a resultAs we have sufficiently addressed our customer's concerns and provided clarification, we consider this matter closed.Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/08/28) */
We regret to hear of Ms***'s 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 serviceand maintaining a simple, transparent checkout process
On January 16, 2015, Ms*** purchased tickets to see *** on April 23, This event was later rescheduled by the artist and venue for February 17, On April 24, 2015, we contacted Ms*** to inform her that we had learned of this date change and that this event was "officially cancelled", which means previously issued tickets, such as the ones purchased by Ms*** would not be honored at the rescheduled showThis decision was made by the artist and/or venue and not by Vivid SeatsAt this point, per our Sales Terms and Conditions, we refunded Ms***'s order total minus shipping on April 25, as the cancellation meant that any previously issued tickets were no longer validAn email was sent to the address we have on file for Ms*** informing her of the cancellation of her order the same day we submitted the refund
We understand that Ms*** has expressed frustration that we cannot replace her ticketsAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders and therefore, we are hamstrung by the decision of the artist and venueAs stated in our Sales Terms and Conditions (www.vividseats.com/terms.html), our Buyer Guarantee does not cover factors beyond our control, such as traffic, the state of seating in a given venue, or if a venue decides to reschedule an eventIn this case, the artist and venue stated the event was cancelled and they would not be issuing tickets
Ms*** received a refund for her tickets, as promised by our 100% Buyer Guarantee as well as a promotion for a discount on future purchases in the interest of customer satisfaction and due to these unique circumstances but we are unable to offer the requested resolution of replacement ticketsWe encourage Ms*** to check back on our site as tickets may become available in the futureIf she has any additional questions, Ms*** may contact a member of our management team
Thank you for getting back to us regarding this issueWhile Mr***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 Mr***consented to during checkoutIf Mr***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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11546272, and find that this resolution is satisfactory to me
Sincerely,
Jennifer ***
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.In the rare event that a seller notifies us that the tickets are no longer available, the sales terms clearly state, “Vivid 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.” In the case that no comparable tickets are available, we provide the customer with the option to cancelMr*** order was cancelled and a full refund was processed. As a courtesy we also offered promotional code for a future purchaseOn 5/13/we supplied Mr*** with this code that would provide him with a discount in return for his $order that could not be filledThis code remained active for one year from the date it was issuedThis code was provided in the interest of customer service, stepping outside of our sales terms and conditionsNevertheless, we have contacted Mr*** and an amicable resolution has been reachedAs such, we consider this matter resolved.Regards,Vivid Seats
Thank you for getting back to us regarding this matterAlthough Mr*** continues to press forward with this matter, Vivid Seats maintains that our four-step checkout process provides customers with a sufficient opportunity to review all order details, including fees. The order total is predominately presented to customers prior to entering any payment information. Mr*** stated that we never reached out to him to discuss his concerns; this should be noted as inaccurateAfter Mr*** expressed his concerns using our Live Chat application, a manager called him shortly after to discuss his order on 10/As we previously stated, all tickets listed on our site are owned and priced by individual sellers, not Vivid SeatsThis means the largest portion of the proceeds from any order placed goes directly to the sellerIt is necessary we maintain our “all sales are final” policy that was presented to, and agreed upon, by Mr*** at checkout to ensure our policies are fair to both parties. If Mr*** would like to discuss the details of his order, we encourage him to contact a member of our customer service teamAt this time, Vivid Seats has sufficiently addressed Mr***’s concerns in detailAs Ms*** received his valid tickets prior to his event, therefore fulfilling our agreement, we consider this matter closed. Regards, Vivid Seats
Thank you for your responseAs previously noted, Vivid Seats is unable to provide refunds for events that have been postponed or rescheduledThis is fully explained in the Sales Terms and Conditions to which Ms*** agreed prior to purchase, and is noted on every ticket page on our website with the message, "Full refund for events that are canceled and not rescheduled." The event in question took place on 7/11/16, and Ms***'s tickets were valid for that date.Vivid Seats has responded to Ms***'s concerns in detail, and has provided a resolution to this matter that Ms*** confirmed at the time was amicable to herWe have also attempted to reach Ms*** on several occasions; however, each time she has been unavailable or has disconnected the lineWe have been unable to leave a voicemail message for Ms***, instead receiving a message stating that her voicemail box has not been set up. If Ms*** would like to discuss a resolution to this matter, we encourage her to give our customer service team a callVivid Seats considers this matter resolved. 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 facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fee's and price per ticket, so we are
confident in the transparency of our checkout processWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in red. Vivid Seats has been in contact with Mr*** and both parties have found an amicable resolutionAs such, we consider this matter resolved.If Mr*** has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. ***. On 7/20/15, Ms*** purchased tickets to see *** *** on 3/1/This event was later postponed by the artist, pending selection of a new date. Ms***
reached out to us about this date change and indicated that she would no longer be able to attendIt should be noted that Ms*** typically would not be able to receive a refund for a postponed event, per the policy agreed to at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally selectedIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customersIn the interest of customer service, we have reached out to Ms*** on several occasions, but have been unsuccessful in reaching herWe have provided a resolution to this matter, and hope Ms*** will consider Vivid Seats for her future event ticket needsIf Ms*** has any further questions or concerns regarding the resolution that was provided or any other matter, we welcome her to contact a member of our customer service team. Regards,Vivid Seats
Complaint: ***
I am rejecting this response because:as I have statedI have never received any tickets As far as this matter being closed That was your stance the minute you ripped me off But the bottom line is My son and I never got to go to that game because I never received tickets that I paid forSo you can close this matter all you wantMy point isThat my yr old son didnt get to see his favorite team So keep the money you took and buy yourself a conscious.
Sincerely,
Andy ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11694518, and find that this resolution is satisfactory to me
Sincerely,
T ***
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsOn 02/13/2016, Ms*** purchased tickets to see *** *** on 08/09/This event was later postponed by the artist and/or venue for a later date. They have
since indicated that they would no longer be able to attend, to which it should be noted that Ms*** 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 selectedIn 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 resolved this matter with Ms*** and hope he will consider Vivid Seats for his future event ticket needsIf Ms*** 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 your response regarding this matterAlthough Mr*** *** has stated he was not notified of his estimated In-Hand Date prior to placing his order, as we have previously clarified this is inaccurateMr*** *** was notified of this fact prior to entering any payment informationAs we previously mentioned in our initial response, this delivery date is set by sellers and often dependent upon the primary market with which we have no affiliation; therefore we adequately notify customer of this date prior to placing their order.Nevertheless, Mr*** ***’s tickets were delivered on the provided In-Hand Date of 3/17/at 8:AM CST prior to his event and downloaded shortly thereafterAs Mr*** ***’s valid tickets were delivered prior to his event which has since passed and we have sufficiently addressed his concerns, we consider this matter closedIf Mr*** *** has any additional concerns regarding his order, we welcome him to contact our customer service.Regards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms***, and while we maintain we are not at fault, both parties have found an amicable resolutionOn 6/21/15, Ms. *** purchased tickets to see Janet Jackson on 07/20/This event was
later postponed by the artist and/or venue for a later dateIt should be noted that Ms. *** 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*** will consider Vivid Seats for their future event ticket needsIf Ms. *** 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 providing this responseAs we have thoroughly clarified, every customer who places an order with is taken through a four-step checkout process and provided multiple opportunities to review their order detailsAs we have sufficiently addressed our customer's concerns and clarified that no order can be placed without the customer having been presented with, and having agree to, the order total, we consider this matter closed.Regards,Vivid Seats
Complaint: ***
I am rejecting this response because: I don't like the answerWhile what happened in this situation is not an illegal scam, it is still a scamJacking up the price of a ticket before ticket prices are available is a scam to me.
Sincerely,
Rebecca ***
Thank you for reaching out to us regarding 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. It should be noted that Vivid Seats
maintains a 100% Buyer Guarantee that ensures tickets will be delivered prior to the customer’s event, not upon requestThe delivery date is often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. Mr*** received his valid and authentic tickets on 10/25, prior to his event and prior to our receipt of this Revdex.com complaintAs such, we consider this matter resolved. If Mr*** has any further questions or concerns regarding this order, we encourage him to contact a member of our customer service team. Regards, Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11640788, and find that this resolution is satisfactory to me
Thank you for your help!!
Sincerely,
Alicia ***
Thank you for providing this replyAlthough our customer continues to press forward with this matter, we maintain that tickets were transferred to their Ticketmaster account and our customer responded to the email stating their tickets had been transferred on 5/3/at 1:PM CSTWe encourage our customer to review their email history for this informationIt should also be noted that the email our customer entered during the checkout process in February, which is the email associated with the transfer, varies from the email which was provided in this claim. In relation to our customer's claim that other patrons were in their seats, we would like to provide clarificationWhen purchasing tickets, customers are not presented with the specific seat numbers until tickets are deliveredAs tickets through Ticketmaster transfer cannot deliver the same seats to multiple customers, no other individual received the tickets which were delivered to our customer. As we have thoroughly addressed our customer's concerns and delivered tickets in accordance with the agreterms, we consider this matter closed.Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/10/16) */
We appreciate the opportunity to address Ms***'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 serviceand maintaining a simple, transparent checkout process
Ms*** feels that certain details of her order, including the service charge and the price being above the face value shown on the tickets, were not disclosed in advanceHowever, this is inaccurate: our checkout process provides multiple opportunities to review the details of an order, and displays multiple disclaimers that tickets may be above face valueWhen a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left sideAfter the customer enters an email address to create an account, she/he is taken to the Checkout page, which features an even more in-depth order breakdown displaying the individual ticket costs, individual delivery and service fees, and total charge highlighted in red
Since we are a ticket resale company, tickets often show the original purchaser's nameThis is explained on our website FAQ page as follows: "The name on the ticket is simply the name of the original purchaserAll E-Tickets are completely transferable and the attendee's name does not need to match the name on the ticketRest assured that all tickets sold on VividSeats.com are always valid and authentic and covered by our 100% Buyer Guarantee."
We encourage Ms*** to reach out to our management team with any further questions or concerns
Thank you for your replyAs we have thoroughly clarified, the dispute that was filed was a direct violation of our termsAs the financial institution determined that the charge was in fact valid, the appropriate amount was refunded to our customer as a resultAs we have sufficiently addressed our customer's concerns and provided clarification, we consider this matter closed.Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/08/28) */
We regret to hear of Ms***'s 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 serviceand maintaining a simple, transparent checkout process
On January 16, 2015, Ms*** purchased tickets to see *** on April 23, This event was later rescheduled by the artist and venue for February 17, On April 24, 2015, we contacted Ms*** to inform her that we had learned of this date change and that this event was "officially cancelled", which means previously issued tickets, such as the ones purchased by Ms*** would not be honored at the rescheduled showThis decision was made by the artist and/or venue and not by Vivid SeatsAt this point, per our Sales Terms and Conditions, we refunded Ms***'s order total minus shipping on April 25, as the cancellation meant that any previously issued tickets were no longer validAn email was sent to the address we have on file for Ms*** informing her of the cancellation of her order the same day we submitted the refund
We understand that Ms*** has expressed frustration that we cannot replace her ticketsAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders and therefore, we are hamstrung by the decision of the artist and venueAs stated in our Sales Terms and Conditions (www.vividseats.com/terms.html), our Buyer Guarantee does not cover factors beyond our control, such as traffic, the state of seating in a given venue, or if a venue decides to reschedule an eventIn this case, the artist and venue stated the event was cancelled and they would not be issuing tickets
Ms*** received a refund for her tickets, as promised by our 100% Buyer Guarantee as well as a promotion for a discount on future purchases in the interest of customer satisfaction and due to these unique circumstances but we are unable to offer the requested resolution of replacement ticketsWe encourage Ms*** to check back on our site as tickets may become available in the futureIf she has any additional questions, Ms*** may contact a member of our management team
Thank you for getting back to us regarding this issueWhile Mr***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 Mr***consented to during checkoutIf Mr***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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11546272, and find that this resolution is satisfactory to me
Sincerely,
Jennifer ***