Thank you for reaching out to us in reference to the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process.Mr [redacted] has implied that information regarding face value was hidden or in fine print though this is inaccurateWhen Mr [redacted] viewed tickets for the Philadelphia Symphony Orchestra event, the top of this page stated, “Prices set by sellers may be over face-value.” Vivid Seats does not own or generate tickets, therefore all tickets priced on our site are done so by sellers, not Vivid SeatsAfter selecting the tickets he was interested in, he navigated through our checkout process where the information regarding face value was reiterated for Mr [redacted] Specifically, the message, “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.” Mr [redacted] then selected a checked box signifying his agreement and proceeded to place his orderThis information is explained in further detail in the Frequently Asked Questions portion of our website under “Ticket Pricing.”Mr [redacted] was sufficiently notified that he may be paying above face value for his ticket prior to placing his orderAdditionally, he received his valid tickets shortly after placing his order for his event which has since passedIf Mr [redacted] 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 in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsAs Ms [redacted] stated, she placed an order with us via phoneMs [redacted] selected tickets all in the Orchestra Right SectionAs Vivid Seats does not own the tickets, we explained that we are unable to guarantee seat numbersHowever, the sales agent found three rows near each other for Ms [redacted] ‘s group.During this call, our sales agent specifically stated the rows Ms [redacted] was purchasingAt this time, Ms [redacted] agreed to place three separate orders in rows Row J, Row L, and Row MThese rows were repeated again, and agreed upon by Ms [redacted] , before the order was placedMs [redacted] received her valid tickets for two of her orders shortly after they were placed and the third order on 11/The tickets Ms [redacted] received are all in Section: Orchestra Right Row: J, L, and M, Seat: 18-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 industryThis policy was also specified for, and agreed upon by Ms [redacted] before her order was placeNo order can be placed without the customer agreeing to these termsAs such, Ms [redacted] received the exact tickets she agreed to at the time her order was placedAt this time we consider this matter closed and encourage Ms [redacted] to contact a member of our customer service with any additional concerns she may haveRegards, 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 eventsAlthough our customer has stated that the main performer cancelled, this is incorrectThe headliner for this event was [redacted] , not [redacted] ***.Due to the nature of our business on the secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAs such, we do not follow the primary market's policiesBecause 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 typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryThe policies stated, and agreed to by every customer prior to placing their order, clearly state, "If an event is canceled, you will be given a full refundIf an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund." Nevertheless, prior to receiving this claim from our customer, we have addressed their concerns and reached an amicable resolutionAs such, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid 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 their future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer MsArnoldWe 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 fans with individual ticket holders and amazing live eventsTo this end, we are 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 all ticket details, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderOnce customers select the tickets they are interested in for Ro James, 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 $206.28.” 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.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer serviceWe are pleased to have reached an amicable resolution; at this time, we consider this matter resolvedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department Regards,Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Regarding Ms [redacted] 's claim that she had to click an icon in order to view this information, we would like to provide clarificationWhile this information was readily available by clicking a "note" icon, it was also clearly presented along with the detailed pricing breakdown during checkoutVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of all ticket details, 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 side, including the notation that these tickets had been designated "Obstructed View." After Ms [redacted] entered an email address to create an account, she was then taken to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, the note "Obstructed view" and the total charge highlighted in red.Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesFor this reason, we are unable to offer refunds or cancellations and must adhere to the "all sales are final" policy to which Ms [redacted] agreed prior to purchaseThis 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.”Ms [redacted] 's valid, authentic tickets were delivered to her via email moments after she submitted her order, and she has since downloaded themAs such, Vivid Seats has acted in full accordance with our 100% Buyer GuaranteeAlthough Ms [redacted] is not due to receive a refund for this purchase per the agreterms, we have reached out to Ms [redacted] and provided a resolution to this matter that is amicable to both partiesIf Ms [redacted] has any additional questions or concerns, we encourage her to reach out to a member of our customer service teamAt this time, this matter has been resolved.Regards,Vivid Seats
Complaint: I am rejecting this response because:They still have not provided an answer to why the tickets were canceled and they didn't provide myself any lead time to replace said tickets Sincerely, John ***
Complaint: [redacted] I am rejecting this response because: As discussed with Vivid Seats, I can send a screen shot over of my call log on my cellphone showing outgoing calls on October 8th to try and get ahold of the companyWhen I called, I could not get past the automated system as I did not have an order numberThe system did not recognize my phone number eitherI did not bother sending an email because the website said it would take up to hrs for a response, and the game was later that dayI finally gave up trying to call and purchased tickets separatelyI did not accept the initial offer because I would like to have at least one ticket refunded for all of the hassle I went through Sincerely, [redacted]
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 The company will refund my money.However, I would like to reiterate, the company is NOT correct in their responseTheir system did not at any point in time show me the total cost, and there was never more than one ticket selectedI think its very important that this company admits their software is stealing money from its customers, or the problem will continueIt is completely unacceptable that they blame customers for mistakes, or intentional scams, they are responsible forI am by far not the only person this has happened toI am glad I got my money back but some other people I contacted and spoke to did notIf the company is not forced to change the scam they run, they should not be allowed to operate any longerTheir inability to accept responsibility is akin to me stealing cash out of someone's wallet and repeatedly telling them, 'hey, if I have your cash, you must have given it to meDuh." Sincerely, Kristen [redacted]
Thank you for your responseAs we previously stated, Mr [redacted] ' listing was extended by our representative as a courtesyEven though this service was provided, sellers are still responsible for ensuring their listings are up to date, on the site, and displayed as intendedAs we've fully addressed Mr [redacted] ' concerns, and maintain that, per our seller terms, “Vivid Seats does not guarantee that your ticket(s) will sell and will not offer any compensation to you if they do not, regardless of the reason the ticket(s) did not sell.” As such, we consider this closed.Regards,Vivid Seats
Thank you for your response regarding this matterThough Ms [redacted] has stated that Vivid Seats did not attempt to contact her, this should be noted as inaccuratePrior to sending our initial response to this claim, our agents called Ms [redacted] once on 11/22/and twice on 11/23/All three attempts to contact Ms [redacted] to offer an amicable resolution were unsuccessfulWe encourage Ms [redacted] to contact us, referencing her order number, should she wish to discuss this matter furtherAt this time, as her event has passed, we currently consider this matter closedRegards, Vivid Seats
Thank you for reaching out to us in regards to our Fan Seller's concernsWe 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 eventsVivid Seats facilitates thousands of successful transactions each day with satisfied sellers so we are confident in the transparency of our listing processThe seller terms, which were agreed to by the seller prior to submitting their listing, clearly state, "For events that are more than days from the date of the sale, Sellers receive payment approximately days from the date of the event." As the event which the seller listed tickets for is taking place on June 18, 2018, over days away, the seller will receive payment approximately days from the event dateAlthough the seller has indicated they spoke with a representative who stated otherwise, this is inaccurateAs all communication is recorded and monitored for quality and training purposes, we have investigated this matter and were unable to locate any communication with the seller prior to 9/29/2017, a day after the seller confirmed the saleOur records verify that we discussed this matter with the seller on two occasions on 9/29/During both conversations the representatives correctly clarified the sales terms which were agreed to prior to listing the tickets in regards to paymentAs all information regarding payment was sufficiently disclosed to the seller prior to listing tickets and confirming the sale, we consider this matter closedIf the seller has additional questions in regards to his sale, we welcome them to contact our Seller Services department for further assistance.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 concernsOn 12/23/2015, Ms [redacted] purchased tickets to see [redacted] on 03/08/This event was later postponed by the artist for a later dateOn 03/08/16, we contacted Ms [redacted] to inform them of this date changeThey 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 checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).”Vivid Seats has been in contact with Ms [redacted] , and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf Ms [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 getting back to us regarding this issueAs we have stated previously, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service feesAs Ms [redacted] stated, the prices of her tickets, delivery and service fees, and the total charges are highlighted in red on the right hand side of the checkoutIn addition, Ms [redacted] ’s order total was displayed directly above the place order button and states “By clicking “Place Order”, your credit card will be charged” and her order total.Although we were not able to speak with her on the phone, as Ms [redacted] indicated, we were able to assist her and reiterate these policies via emailIf Ms [redacted] has any additional concerns she would like to discuss, she is 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 customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processThough Ms [redacted] stated that she ordered two tickets, this should be noted as inaccurateOur website is user-driven meaning all order details, such as quantity of tickets, is information the customer either selects or inputsVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Ms [redacted] viewed the tickets she was interested in, she had the option to adjust the quantity of ticketsShe then continued to the Login page which displayed a detailed order summary on the right side and again offered the opportunity to alter the quantity selectedAfter Ms [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of her tickets, delivery and service fees, and the total charge of $highlighted in bold, red textThis order total was displayed for Ms [redacted] prior to entering any payment information and again offered another chance to select her preferred quantityAt this point, Ms [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutDirectly below this the order total was reiterated for Ms [redacted] , “By clicking ‘Place Order,’ your credit card will be charged $335.00.” Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” 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 sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryMs [redacted] placed her order on 11/and received her valid tickets immediatelyAs such, we consider this matter closedIf Ms [redacted] has any further concerns, we encourage her to contact our customer serviceRegards, 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 orderOur customer was prompted to select the listing they were interested in for Cheech and ChongEvery listing on our site is specified by the price per ticketOnce selected, our customer continued to the Login page which displays a detailed order summary on the right side restating the price per ticket and event detailsAlthough our customer has indicated that their order total was not displayed prior to the purchase, this is inaccurateAfter 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, “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.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $962.16.” 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.Our customer placed their order on 7/8/and immediately received their valid tickets prior to their event on 7/22/Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concernsAs all order details were sufficiently displayed prior to placing their order, including the price per ticket, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department for assistance.Regards,Vivid Seats
Thank you for reaching out to us regarding this matterVivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolvedIf 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 teamRegards,Vivid Seats
Complaint: The exact language from the [redacted] page is [redacted] member [redacted] has been forced to cancel a 21-city tour after undergoing “unexpected” hip replacement surgery.The 76-year-old had announced the extensive tour schedule in mid-JanuaryAccording to a message shared on [redacted] ’ [redacted] page, “ticket buyers are encouraged to contact local venues and authorized ticketing platforms regarding refunds.The tickets that I purchased were basically scalped tickets The face value of the tickets is only $and yet Vivid Seats charged over $for the tickets The scheduled concert was cancelled according to [redacted] websiteI notified Vivid Seats immediately with the notification from the [redacted] site I had a similar situation with ETIX in Chattanooga and they refunded my tickets, no questions askedAll buyers should beware of the tactics used by Vivid Seats Sincerely, Vanessa [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryWe’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms [redacted] 's statement about the ticket price, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket and we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen the purchaser selected tickets for [redacted] at the [redacted] on 3/18/the listing specifically stated “$ea.," once selected the purchaser continued to the Login page which displayed a detailed order summary on the right side, including the price per ticketAfter the customer entered an email address to create an account they were navigated to the Checkout page, which featured an even more in-depth order summary that displays the price per ticket, delivery and service fees, and the total charge highlighted in bold, red text.” At this point, Ms [redacted] was also presented with the message “I agree to Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutDirectly below this in bold text it also states: “By clicking ‘Place Order,’ your credit card will be charged $937.58.” As a secondary marketplace, the prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryWe have been in contact with Ms [redacted] to discuss this matter, and have reached an amicable resolution for both partiesOur management team is available to handle any additional concerns that Ms [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.All promotional codes must be entered at the time of purchase for the discount to be appliedAs our customer provided documentation regarding the referred to offer, we have contacted Ms [redacted] and reached an amicable resolution for both partiesAs such, we consider this matter resolved and encourage our customer to contact us with any additional concerns she may haveRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process.Mr [redacted] has implied that information regarding face value was hidden or in fine print though this is inaccurateWhen Mr [redacted] viewed tickets for the Philadelphia Symphony Orchestra event, the top of this page stated, “Prices set by sellers may be over face-value.” Vivid Seats does not own or generate tickets, therefore all tickets priced on our site are done so by sellers, not Vivid SeatsAfter selecting the tickets he was interested in, he navigated through our checkout process where the information regarding face value was reiterated for Mr [redacted] Specifically, the message, “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.” Mr [redacted] then selected a checked box signifying his agreement and proceeded to place his orderThis information is explained in further detail in the Frequently Asked Questions portion of our website under “Ticket Pricing.”Mr [redacted] was sufficiently notified that he may be paying above face value for his ticket prior to placing his orderAdditionally, he received his valid tickets shortly after placing his order for his event which has since passedIf Mr [redacted] 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 in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsAs Ms [redacted] stated, she placed an order with us via phoneMs [redacted] selected tickets all in the Orchestra Right SectionAs Vivid Seats does not own the tickets, we explained that we are unable to guarantee seat numbersHowever, the sales agent found three rows near each other for Ms [redacted] ‘s group.During this call, our sales agent specifically stated the rows Ms [redacted] was purchasingAt this time, Ms [redacted] agreed to place three separate orders in rows Row J, Row L, and Row MThese rows were repeated again, and agreed upon by Ms [redacted] , before the order was placedMs [redacted] received her valid tickets for two of her orders shortly after they were placed and the third order on 11/The tickets Ms [redacted] received are all in Section: Orchestra Right Row: J, L, and M, Seat: 18-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 industryThis policy was also specified for, and agreed upon by Ms [redacted] before her order was placeNo order can be placed without the customer agreeing to these termsAs such, Ms [redacted] received the exact tickets she agreed to at the time her order was placedAt this time we consider this matter closed and encourage Ms [redacted] to contact a member of our customer service with any additional concerns she may haveRegards, 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 eventsAlthough our customer has stated that the main performer cancelled, this is incorrectThe headliner for this event was [redacted] , not [redacted] ***.Due to the nature of our business on the secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAs such, we do not follow the primary market's policiesBecause 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 typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryThe policies stated, and agreed to by every customer prior to placing their order, clearly state, "If an event is canceled, you will be given a full refundIf an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund." Nevertheless, prior to receiving this claim from our customer, we have addressed their concerns and reached an amicable resolutionAs such, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid 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 their future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer MsArnoldWe 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 fans with individual ticket holders and amazing live eventsTo this end, we are 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 all ticket details, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderOnce customers select the tickets they are interested in for Ro James, 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 $206.28.” 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.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer serviceWe are pleased to have reached an amicable resolution; at this time, we consider this matter resolvedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department Regards,Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Regarding Ms [redacted] 's claim that she had to click an icon in order to view this information, we would like to provide clarificationWhile this information was readily available by clicking a "note" icon, it was also clearly presented along with the detailed pricing breakdown during checkoutVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of all ticket details, 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 side, including the notation that these tickets had been designated "Obstructed View." After Ms [redacted] entered an email address to create an account, she was then taken to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, the note "Obstructed view" and the total charge highlighted in red.Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesFor this reason, we are unable to offer refunds or cancellations and must adhere to the "all sales are final" policy to which Ms [redacted] agreed prior to purchaseThis 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.”Ms [redacted] 's valid, authentic tickets were delivered to her via email moments after she submitted her order, and she has since downloaded themAs such, Vivid Seats has acted in full accordance with our 100% Buyer GuaranteeAlthough Ms [redacted] is not due to receive a refund for this purchase per the agreterms, we have reached out to Ms [redacted] and provided a resolution to this matter that is amicable to both partiesIf Ms [redacted] has any additional questions or concerns, we encourage her to reach out to a member of our customer service teamAt this time, this matter has been resolved.Regards,Vivid Seats
Complaint: I am rejecting this response because:They still have not provided an answer to why the tickets were canceled and they didn't provide myself any lead time to replace said tickets Sincerely, John ***
Complaint: [redacted] I am rejecting this response because: As discussed with Vivid Seats, I can send a screen shot over of my call log on my cellphone showing outgoing calls on October 8th to try and get ahold of the companyWhen I called, I could not get past the automated system as I did not have an order numberThe system did not recognize my phone number eitherI did not bother sending an email because the website said it would take up to hrs for a response, and the game was later that dayI finally gave up trying to call and purchased tickets separatelyI did not accept the initial offer because I would like to have at least one ticket refunded for all of the hassle I went through Sincerely, [redacted]
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 The company will refund my money.However, I would like to reiterate, the company is NOT correct in their responseTheir system did not at any point in time show me the total cost, and there was never more than one ticket selectedI think its very important that this company admits their software is stealing money from its customers, or the problem will continueIt is completely unacceptable that they blame customers for mistakes, or intentional scams, they are responsible forI am by far not the only person this has happened toI am glad I got my money back but some other people I contacted and spoke to did notIf the company is not forced to change the scam they run, they should not be allowed to operate any longerTheir inability to accept responsibility is akin to me stealing cash out of someone's wallet and repeatedly telling them, 'hey, if I have your cash, you must have given it to meDuh." Sincerely, Kristen [redacted]
Thank you for your responseAs we previously stated, Mr [redacted] ' listing was extended by our representative as a courtesyEven though this service was provided, sellers are still responsible for ensuring their listings are up to date, on the site, and displayed as intendedAs we've fully addressed Mr [redacted] ' concerns, and maintain that, per our seller terms, “Vivid Seats does not guarantee that your ticket(s) will sell and will not offer any compensation to you if they do not, regardless of the reason the ticket(s) did not sell.” As such, we consider this closed.Regards,Vivid Seats
Thank you for your response regarding this matterThough Ms [redacted] has stated that Vivid Seats did not attempt to contact her, this should be noted as inaccuratePrior to sending our initial response to this claim, our agents called Ms [redacted] once on 11/22/and twice on 11/23/All three attempts to contact Ms [redacted] to offer an amicable resolution were unsuccessfulWe encourage Ms [redacted] to contact us, referencing her order number, should she wish to discuss this matter furtherAt this time, as her event has passed, we currently consider this matter closedRegards, Vivid Seats
Thank you for reaching out to us in regards to our Fan Seller's concernsWe 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 eventsVivid Seats facilitates thousands of successful transactions each day with satisfied sellers so we are confident in the transparency of our listing processThe seller terms, which were agreed to by the seller prior to submitting their listing, clearly state, "For events that are more than days from the date of the sale, Sellers receive payment approximately days from the date of the event." As the event which the seller listed tickets for is taking place on June 18, 2018, over days away, the seller will receive payment approximately days from the event dateAlthough the seller has indicated they spoke with a representative who stated otherwise, this is inaccurateAs all communication is recorded and monitored for quality and training purposes, we have investigated this matter and were unable to locate any communication with the seller prior to 9/29/2017, a day after the seller confirmed the saleOur records verify that we discussed this matter with the seller on two occasions on 9/29/During both conversations the representatives correctly clarified the sales terms which were agreed to prior to listing the tickets in regards to paymentAs all information regarding payment was sufficiently disclosed to the seller prior to listing tickets and confirming the sale, we consider this matter closedIf the seller has additional questions in regards to his sale, we welcome them to contact our Seller Services department for further assistance.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 concernsOn 12/23/2015, Ms [redacted] purchased tickets to see [redacted] on 03/08/This event was later postponed by the artist for a later dateOn 03/08/16, we contacted Ms [redacted] to inform them of this date changeThey 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 checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).”Vivid Seats has been in contact with Ms [redacted] , and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf Ms [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 getting back to us regarding this issueAs we have stated previously, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service feesAs Ms [redacted] stated, the prices of her tickets, delivery and service fees, and the total charges are highlighted in red on the right hand side of the checkoutIn addition, Ms [redacted] ’s order total was displayed directly above the place order button and states “By clicking “Place Order”, your credit card will be charged” and her order total.Although we were not able to speak with her on the phone, as Ms [redacted] indicated, we were able to assist her and reiterate these policies via emailIf Ms [redacted] has any additional concerns she would like to discuss, she is 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 customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processThough Ms [redacted] stated that she ordered two tickets, this should be noted as inaccurateOur website is user-driven meaning all order details, such as quantity of tickets, is information the customer either selects or inputsVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Ms [redacted] viewed the tickets she was interested in, she had the option to adjust the quantity of ticketsShe then continued to the Login page which displayed a detailed order summary on the right side and again offered the opportunity to alter the quantity selectedAfter Ms [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of her tickets, delivery and service fees, and the total charge of $highlighted in bold, red textThis order total was displayed for Ms [redacted] prior to entering any payment information and again offered another chance to select her preferred quantityAt this point, Ms [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutDirectly below this the order total was reiterated for Ms [redacted] , “By clicking ‘Place Order,’ your credit card will be charged $335.00.” Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” 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 sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryMs [redacted] placed her order on 11/and received her valid tickets immediatelyAs such, we consider this matter closedIf Ms [redacted] has any further concerns, we encourage her to contact our customer serviceRegards, 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 orderOur customer was prompted to select the listing they were interested in for Cheech and ChongEvery listing on our site is specified by the price per ticketOnce selected, our customer continued to the Login page which displays a detailed order summary on the right side restating the price per ticket and event detailsAlthough our customer has indicated that their order total was not displayed prior to the purchase, this is inaccurateAfter 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, “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.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $962.16.” 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.Our customer placed their order on 7/8/and immediately received their valid tickets prior to their event on 7/22/Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concernsAs all order details were sufficiently displayed prior to placing their order, including the price per ticket, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department for assistance.Regards,Vivid Seats
Thank you for reaching out to us regarding this matterVivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolvedIf 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 teamRegards,Vivid Seats
Complaint: The exact language from the [redacted] page is [redacted] member [redacted] has been forced to cancel a 21-city tour after undergoing “unexpected” hip replacement surgery.The 76-year-old had announced the extensive tour schedule in mid-JanuaryAccording to a message shared on [redacted] ’ [redacted] page, “ticket buyers are encouraged to contact local venues and authorized ticketing platforms regarding refunds.The tickets that I purchased were basically scalped tickets The face value of the tickets is only $and yet Vivid Seats charged over $for the tickets The scheduled concert was cancelled according to [redacted] websiteI notified Vivid Seats immediately with the notification from the [redacted] site I had a similar situation with ETIX in Chattanooga and they refunded my tickets, no questions askedAll buyers should beware of the tactics used by Vivid Seats Sincerely, Vanessa [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryWe’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms [redacted] 's statement about the ticket price, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket and we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen the purchaser selected tickets for [redacted] at the [redacted] on 3/18/the listing specifically stated “$ea.," once selected the purchaser continued to the Login page which displayed a detailed order summary on the right side, including the price per ticketAfter the customer entered an email address to create an account they were navigated to the Checkout page, which featured an even more in-depth order summary that displays the price per ticket, delivery and service fees, and the total charge highlighted in bold, red text.” At this point, Ms [redacted] was also presented with the message “I agree to Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutDirectly below this in bold text it also states: “By clicking ‘Place Order,’ your credit card will be charged $937.58.” As a secondary marketplace, the prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryWe have been in contact with Ms [redacted] to discuss this matter, and have reached an amicable resolution for both partiesOur management team is available to handle any additional concerns that Ms [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.All promotional codes must be entered at the time of purchase for the discount to be appliedAs our customer provided documentation regarding the referred to offer, we have contacted Ms [redacted] and reached an amicable resolution for both partiesAs such, we consider this matter resolved and encourage our customer to contact us with any additional concerns she may haveRegards,Vivid Seats