Thank you for reaching out to us regarding the concerns of our valued customer, Ms***We appreciate the opportunity to address this matter. We operate on the secondary market and maintain one of the largest seller networks in the industryOur mission is to connect customers with
individual ticket holders and amazing live events.Ms*** has claimed that she was offered no other option besides having her tickets shipped to her hotel; however, it should be noted that this is inaccurateWhen corresponding with our customer service team, Ms*** was provided with all information regarding her purchase, including notification that her tickets may ship before the estimated ship dateOur agent informed Ms*** that having the tickets shipped to her hotel did seem to be the best option, and requested that Ms*** notify us of her decision on where to have the tickets shippedHowever, no response was received from the customer.In reference to her claim that the tickets were lost as a result of Vivid Seats' actions, we would like to provide clarificationMs***'s tickets were shipped to the hotel address she provided; however, we received notification from UPS on 7/25/that the address provided was incorrectWe made numerous attempts to contact Ms*** by phone and email on that day and on the following day, but the phone number provided by the customer had been disconnected.Vivid Seats has acted in full accordance with our 100% Buyer GuaranteeAdditionally, we have reached out to Ms*** in an attempt to offer a courtesy resolution to this matter, but have been unable to reach her by phone or emailIf she has any further questions about this matter, we encourage Ms*** to reach out to a member of our customer service teamAs 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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
In regards to Ms***'s claim about the tickets that were received, it should be noted that her and the purchaser selected VIP BYes we purchased VIP seats, but the section highlighted for purchase wasn't the seats we gotTHERE wasn't a section agreed at check out, all that was available was ROW ONE SEATS 1&EVERY vip seat is ROW There was NO VIP BOX listed at checkoutThe ONLY clue we had as to our "supposed" seats was the area that lit up green as you hovered the cursor over itThat is itCome on, yes we were in VIP section, but not the section highlighted on the mapOf course theres the shipping "error" that caused our tickets to not come overnight as promised giving us NO time to dispute this ahead of timeYou indeed offered a resolution, however, it is not suitable for BOTH parties.
Sincerely,
*** ***
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers
with individual ticket holders and amazing live eventsTo clarify, although Vivid Seats is a secondary marketplace, this means we are not affiliated with any artist or venue and do 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 market factors such as customer demand.Because so many sellers list tickets on our site, and because the prices of these tickets often change, pricing errors do occur in very rare casesIt appears that Mr*** experienced such an error with his order; Vivid Seats does not own the tickets in question--meaning that this unfortunate occurrence is beyond our controlAs mentioned above, our status as an intermediary marketplace means that we do not own tickets and sellers alone make the decision to withdraw tickets if they discover they have made an error in pricing or describing a listingThese facts are explained in our Sales Terms and Conditions (www.vividseats.com/terms.html): “A large volume of tickets are listed on the Vivid Seats Marketplace and Vivid Seats makes every effort to prevent pricing errorsOn rare occasions when pricing errors occur, Vivid Seats shall not be liable to the customer for this errorFor the avoidance of doubt, if a ticket is subject to a pricing error, Vivid Seats may offer the tickets to you at the corrected priceIf the corrected price is not acceptable to you, Vivid Seats will allow you to cancel your order.”We have been in contact with Mr*** regarding this matter, and have reached an amicable resolution for both partiesOur management team is available to handle any additional concerns that Mr*** may have; as it presently 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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** **
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with
individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service.Our customer has expressed frustration regarding their order, particularly their tickets that were upgraded per our terms and conditions; at this time, we would like to provide clarificationThe aforementioned terms state: " All orders are subject to ticket availabilityVivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets orderedIf those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion." Our customer selected a check box that signified their agreement to these terms and conditions at the time of checkoutAdditionally, these terms are readily available on our website for customers to review. Our customer placed their order on 2/17/for *** and ***On 8/7/2017, we were notified by the seller that our customer’s tickets for this event were no longer availableWe immediately contacted our customer to discuss their order; at this time, our customer was given the opportunity to accept discounted replacement tickets or to cancel their order and be refunded in fullOur records indicate that our customer verbally accepted the replacement tickets that were offered to herOur customer was provided her valid tickets on 8/8/for her to print and bring to her event that took place the following day.Prior to receiving this claim, we were in contact with our customer via telephone and adequately addressed all of their concerns at that timeAs such, we consider this matter closedIf our customer has any additional questions regarding this order, we encourage them to contact a member of our customer service department so that they may be addressed.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 10/01/15, Ms*** purchased tickets to see *** *** on 07/01/This event was later
postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Ms*** 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 getting back to us regarding this issueWhile Ms*** continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestWe must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms*** consented to during checkout. It should be noted that in addition to this current claim, Ms*** has also filed a dispute with their credit card company regarding this orderWe are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we advise Ms*** to reach out to their bank in regards to its outcome. As it stands, we consider this matter closed.Regards,Vivid Seats
Complaint:
I am rejecting this response because: The response, "As seat numbers are not guaranteed and our customer received upgraded tickets" is inaccurateThe only criteria Vivid Seats to make this claim is a row of lesser denomination, i.erow versus row I received lesser quality tickets since the seats in row are much further away form the stage then row 4.
Sincerely,
Jeffrey ***
Thank you for your responseAlthough Mr*** continues to press forward with her claim, all our actions have fallen in line with the agrepolicies at checkout and, as stated by Mr*** we have reached out with potential resolutions which Mr*** has rebuffedAs stated in the previous response, we have a customer service team available for any additional questions he may have and if he wishes to pursue the resolution we offered; as it stands, we consider this matter closed. Regards,Vivid Seats
As *** *** stated, he requested his order be cancelled without feesOur agents repeatedly told him that if an order was cancelled, the appropriate fees would apply as we have sufficiently clarified in our previous responsesAs stated in these previous responses, this order was handled, and cancelled, in accordance with the terms which were agreed upon by *** ***. These terms state, "Vivid Seats is authorized by Seller to charge the credit or debit card or *** account provided at registration or withdraw from any financial institution attached to any of a Seller's Vivid Seats accounts, a minimum amount equal to two hundred percent (200%) of the listing price for any tickets that are not delivered, or may not be delivered, in Vivid Seats sole discretionIn addition, Vivid Seats reserves the right to take any action, or combination of actions, to recover funds expended in connection with an effort to resolve a customer issue arising out of a violation of these Terms and Conditions, without prior notice, in its sole discretion." These terms also state, "Vivid Seats has the right to remove any or all listings and/or cancel any or all confirmed order."*** *** uploaded the tickets at roughly the same time he spoke to an agent requesting to cancel; 5/10/8:PM CST*** *** then contacted us later that day via our Live Chat application, at 11:PM CST, again requesting to reject the saleAt this time, *** *** further conducted prohibited conduct according to these terms; "Abusive Behavior: Seller agrees not to use abusive language or behave in an abusive manner to any Vivid Seats employee or customer." Additionally, *** *** violated more of the agreed upon terms; "Violations of Terms and Conditions: Rejection of an order" by requesting the sale be cancelled. As *** *** requested, and violated various aspects of our seller terms and conditions, his order was cancelled appropriatelyAs we have thoroughly clarified this matter, we consider this matter completed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matterPrior to receiving this complaint Vivid Seats had been in contact with Ms***, and both parties reached an amicable resolutionAs such, we consider this matter resolved, and hope that Ms*** will consider Vivid Seats for
her future event ticket needsIf Ms*** has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect
customers with individual ticket holders and amazing live events. Mr*** indicated that he purchased VIP tickets; to this we would like to provide clarificationThe tickets Mr*** selected were clearly listed as “Grandstand: D Section: D Row: FNote: Priority entry.” These tickets were not listed as VIP tickets though they did specify that Mr*** would have access to pre- show entry.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 holdersAs such, any last-minute decisions regarding seating adjustments are made entirely at the discretion of the venue and are, therefore, beyond our control and purviewThese stipulations were made clear in the Sales Terms and Conditions Mr*** agreed upon when submitting their order: “Vivid Seats is acting as a ticket marketplaceThis means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live eventsIt also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing groupVivid Seats is not representing any official organizer of the events listed.” These terms also state our policy regarding changes that a venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We can confirm that Mr*** did receive his valid tickets for seats in Grandstand, Section: D, Row: F, the section and row he requested.Prior to receiving this complaint we discussed Mr***'s concerns with him on 10/28, stepping outside of our terms and conditions, to offer a resolution that would be amicable to both parties in the interest of customer serviceHowever, this offer was declined. As such, we consider this matter closed. Regards, Vivid Seats
Complaint:
I am rejecting this response because:Vivid Seats did not read my complaint properlyProbably playing dumb for a second there and dismissing the real issue.I have never said I did not realize my mistake and that I knew the sales were finalThat is not my complaint!.My complaint is simple, just read it again as I'll not rewrite the whole thing.I did everything right when selling the tickets through youYou system is either technically flawed or tends to help the "career" resellers and not regular folk.My listing disappeared as I mentioned and had no option to reinstate it like the first time it happened (again with a bad excuse from the agent about the download I did which worked fine for a week or so).If it isn't intentional I do not care, the important thing is you realizing you took hours of my days to fix YOUR problemLat time at in the morning on the day of a show I was looking forward to.Gregory ***.PS: still expecting some sort of compensation
Sincerely,
Gregory ***
Thank you for contacting us regarding this matter. At Vivid Seats, we appreciate this opportunity to address the concerns of our valued customer, Ms. [redacted]. It should be noted that Vivid Seats is a secondary ticket marketplace, which means that we have no affiliation with any venue or box office...
and do not own or generate any inventory of tickets. Rather, our mission is to connect fans with individual ticket holders and amazing live events. To this end, we're committed to providing excellent customer service and simple, transparent policies.With regard to Ms. [redacted]'s concern about the validity of the sellers on our marketplace, we would like to provide clarification. The event for which Ms. [redacted] purchased tickets was cancelled by the performer, meaning that this was outside our purview as a secondary marketplace. We thoroughly vet all of our sellers to ensure that all tickets are valid and authentic and all inventory is distributed accurately and in a timely manner. Our 100% Buyer Guarantee states that customers who purchase tickets on our marketplace will receive their valid tickets in time for the event, or their money back, and we stand by this guarantee. In the case of Ms. [redacted], we were made aware that the seller was unable to fill the order due to outside circumstances beyond the control of the seller, or of Vivid Seats. In the rare instance that this type of issue does occur, our company is committed to finding, and in most instances covering the cost of, replacement tickets so that the customer remains unaffected. However, in this case, because the event itself was cancelled by the performer, no other tickets were found.Because the event was cancelled by the performer, with which Vivid Seats has no affiliation, we have provided a full refund to Ms. [redacted]. We certainly understand her frustration with not being able to attend the event, and would have provided tickets so that she could attend, if the event were still to take place. Unfortunately, this event was cancelled by the performer. Vivid Seats has acted in full accordance with our 100% Buyer Guarantee, and has gone outside of our Sales Terms and Conditions to provide an additional resolution for this matter. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If she has any further questions or concerns regarding this matter, we encourage her to reach our to our customer service team.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To 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 process. This process provides customers with multiple opportunities to review the details of their order. The estimated In-Hand Date of 12/1/2017 was provided to our customer prior to placing their order. This date is the latest expected date that the seller on Mr. [redacted]’ order expects to be in possession of the tickets and is provided simply as an estimation. The seller’s possession of the tickets is often dependent upon the primary issuer, with which we have no affiliation.When Mr. [redacted] selected the listing he was interested in, he continued to the Login page which displays a detailed order summary on the right side. After 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 $1,050.00 highlighted in bold text. Below this order total, Mr. [redacted] was also presented with the bold message, “Email delivery by: 12/1/2017” prior to entering any payment information. Our customer was then 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 checkout. Our 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 tickets. All prices in US Dollars. All 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 credit card will be charged $1,050.00.” Mr. [redacted] then proceeded to select “Place Order”, at which time his order was complete.As a secondary marketplace, Vivid Seats is not affiliated with event or and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Although the expected In-Hand Date Mr. [redacted] was provided with states 12/1/2017, tickets are frequently accessible and delivered well in advance of the listed date. As Mr. [redacted] was notified of the expected In-Hand Date of his E-tickets, we consider this matter closed. We encourage Mr. [redacted] to contact our customer service department with any additional concerns he may have pertaining to his order.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of...
successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. During this investigation, [redacted] filed a dispute with her financial institution. After investigating this matter, we have determined that [redacted]’s order was one such case. Vivid Seats has reached out to [redacted] regarding the this matter though we were unsuccessful in contacting her though we left a detailed voicemail regarding the amicable resolution. We have accepted this financial dispute and [redacted] was fully reimbursed. As such, we consider this matter resolved. If [redacted] has any further questions or concerns regarding this dispute, we welcome her to contact the financial institution with which it was filed.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms***We appreciate the opportunity to address this matter. We operate on the secondary market and maintain one of the largest seller networks in the industryOur mission is to connect customers with
individual ticket holders and amazing live events.Ms*** has claimed that she was offered no other option besides having her tickets shipped to her hotel; however, it should be noted that this is inaccurateWhen corresponding with our customer service team, Ms*** was provided with all information regarding her purchase, including notification that her tickets may ship before the estimated ship dateOur agent informed Ms*** that having the tickets shipped to her hotel did seem to be the best option, and requested that Ms*** notify us of her decision on where to have the tickets shippedHowever, no response was received from the customer.In reference to her claim that the tickets were lost as a result of Vivid Seats' actions, we would like to provide clarificationMs***'s tickets were shipped to the hotel address she provided; however, we received notification from UPS on 7/25/that the address provided was incorrectWe made numerous attempts to contact Ms*** by phone and email on that day and on the following day, but the phone number provided by the customer had been disconnected.Vivid Seats has acted in full accordance with our 100% Buyer GuaranteeAdditionally, we have reached out to Ms*** in an attempt to offer a courtesy resolution to this matter, but have been unable to reach her by phone or emailIf she has any further questions about this matter, we encourage Ms*** to reach out to a member of our customer service teamAs it stands, we consider this matter closed.Regards,Vivid Seats
Mr*** has been contacted, and both parties have found an amicable resolutionThis matter is resolved
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
In regards to Ms***'s claim about the tickets that were received, it should be noted that her and the purchaser selected VIP BYes we purchased VIP seats, but the section highlighted for purchase wasn't the seats we gotTHERE wasn't a section agreed at check out, all that was available was ROW ONE SEATS 1&EVERY vip seat is ROW There was NO VIP BOX listed at checkoutThe ONLY clue we had as to our "supposed" seats was the area that lit up green as you hovered the cursor over itThat is itCome on, yes we were in VIP section, but not the section highlighted on the mapOf course theres the shipping "error" that caused our tickets to not come overnight as promised giving us NO time to dispute this ahead of timeYou indeed offered a resolution, however, it is not suitable for BOTH parties.
Sincerely,
*** ***
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers
with individual ticket holders and amazing live eventsTo clarify, although Vivid Seats is a secondary marketplace, this means we are not affiliated with any artist or venue and do 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 market factors such as customer demand.Because so many sellers list tickets on our site, and because the prices of these tickets often change, pricing errors do occur in very rare casesIt appears that Mr*** experienced such an error with his order; Vivid Seats does not own the tickets in question--meaning that this unfortunate occurrence is beyond our controlAs mentioned above, our status as an intermediary marketplace means that we do not own tickets and sellers alone make the decision to withdraw tickets if they discover they have made an error in pricing or describing a listingThese facts are explained in our Sales Terms and Conditions (www.vividseats.com/terms.html): “A large volume of tickets are listed on the Vivid Seats Marketplace and Vivid Seats makes every effort to prevent pricing errorsOn rare occasions when pricing errors occur, Vivid Seats shall not be liable to the customer for this errorFor the avoidance of doubt, if a ticket is subject to a pricing error, Vivid Seats may offer the tickets to you at the corrected priceIf the corrected price is not acceptable to you, Vivid Seats will allow you to cancel your order.”We have been in contact with Mr*** regarding this matter, and have reached an amicable resolution for both partiesOur management team is available to handle any additional concerns that Mr*** may have; as it presently 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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** **
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with
individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service.Our customer has expressed frustration regarding their order, particularly their tickets that were upgraded per our terms and conditions; at this time, we would like to provide clarificationThe aforementioned terms state: " All orders are subject to ticket availabilityVivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets orderedIf those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion." Our customer selected a check box that signified their agreement to these terms and conditions at the time of checkoutAdditionally, these terms are readily available on our website for customers to review. Our customer placed their order on 2/17/for *** and ***On 8/7/2017, we were notified by the seller that our customer’s tickets for this event were no longer availableWe immediately contacted our customer to discuss their order; at this time, our customer was given the opportunity to accept discounted replacement tickets or to cancel their order and be refunded in fullOur records indicate that our customer verbally accepted the replacement tickets that were offered to herOur customer was provided her valid tickets on 8/8/for her to print and bring to her event that took place the following day.Prior to receiving this claim, we were in contact with our customer via telephone and adequately addressed all of their concerns at that timeAs such, we consider this matter closedIf our customer has any additional questions regarding this order, we encourage them to contact a member of our customer service department so that they may be addressed.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 10/01/15, Ms*** purchased tickets to see *** *** on 07/01/This event was later
postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Ms*** 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 getting back to us regarding this issueWhile Ms*** continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestWe must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms*** consented to during checkout. It should be noted that in addition to this current claim, Ms*** has also filed a dispute with their credit card company regarding this orderWe are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we advise Ms*** to reach out to their bank in regards to its outcome. As it stands, we consider this matter closed.Regards,Vivid Seats
Complaint:
I am rejecting this response because: The response, "As seat numbers are not guaranteed and our customer received upgraded tickets" is inaccurateThe only criteria Vivid Seats to make this claim is a row of lesser denomination, i.erow versus row I received lesser quality tickets since the seats in row are much further away form the stage then row 4.
Sincerely,
Jeffrey ***
Thank you for your responseAlthough Mr*** continues to press forward with her claim, all our actions have fallen in line with the agrepolicies at checkout and, as stated by Mr*** we have reached out with potential resolutions which Mr*** has rebuffedAs stated in the previous response, we have a customer service team available for any additional questions he may have and if he wishes to pursue the resolution we offered; as it stands, we consider this matter closed. Regards,Vivid Seats
As *** *** stated, he requested his order be cancelled without feesOur agents repeatedly told him that if an order was cancelled, the appropriate fees would apply as we have sufficiently clarified in our previous responsesAs stated in these previous responses, this order was handled, and cancelled, in accordance with the terms which were agreed upon by *** ***. These terms state, "Vivid Seats is authorized by Seller to charge the credit or debit card or *** account provided at registration or withdraw from any financial institution attached to any of a Seller's Vivid Seats accounts, a minimum amount equal to two hundred percent (200%) of the listing price for any tickets that are not delivered, or may not be delivered, in Vivid Seats sole discretionIn addition, Vivid Seats reserves the right to take any action, or combination of actions, to recover funds expended in connection with an effort to resolve a customer issue arising out of a violation of these Terms and Conditions, without prior notice, in its sole discretion." These terms also state, "Vivid Seats has the right to remove any or all listings and/or cancel any or all confirmed order."*** *** uploaded the tickets at roughly the same time he spoke to an agent requesting to cancel; 5/10/8:PM CST*** *** then contacted us later that day via our Live Chat application, at 11:PM CST, again requesting to reject the saleAt this time, *** *** further conducted prohibited conduct according to these terms; "Abusive Behavior: Seller agrees not to use abusive language or behave in an abusive manner to any Vivid Seats employee or customer." Additionally, *** *** violated more of the agreed upon terms; "Violations of Terms and Conditions: Rejection of an order" by requesting the sale be cancelled. As *** *** requested, and violated various aspects of our seller terms and conditions, his order was cancelled appropriatelyAs we have thoroughly clarified this matter, we consider this matter completed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matterPrior to receiving this complaint Vivid Seats had been in contact with Ms***, and both parties reached an amicable resolutionAs such, we consider this matter resolved, and hope that Ms*** will consider Vivid Seats for
her future event ticket needsIf Ms*** has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect
customers with individual ticket holders and amazing live events. Mr*** indicated that he purchased VIP tickets; to this we would like to provide clarificationThe tickets Mr*** selected were clearly listed as “Grandstand: D Section: D Row: FNote: Priority entry.” These tickets were not listed as VIP tickets though they did specify that Mr*** would have access to pre- show entry.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 holdersAs such, any last-minute decisions regarding seating adjustments are made entirely at the discretion of the venue and are, therefore, beyond our control and purviewThese stipulations were made clear in the Sales Terms and Conditions Mr*** agreed upon when submitting their order: “Vivid Seats is acting as a ticket marketplaceThis means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live eventsIt also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing groupVivid Seats is not representing any official organizer of the events listed.” These terms also state our policy regarding changes that a venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We can confirm that Mr*** did receive his valid tickets for seats in Grandstand, Section: D, Row: F, the section and row he requested.Prior to receiving this complaint we discussed Mr***'s concerns with him on 10/28, stepping outside of our terms and conditions, to offer a resolution that would be amicable to both parties in the interest of customer serviceHowever, this offer was declined. As such, we consider this matter closed. Regards, Vivid Seats
Complaint:
I am rejecting this response because:Vivid Seats did not read my complaint properlyProbably playing dumb for a second there and dismissing the real issue.I have never said I did not realize my mistake and that I knew the sales were finalThat is not my complaint!.My complaint is simple, just read it again as I'll not rewrite the whole thing.I did everything right when selling the tickets through youYou system is either technically flawed or tends to help the "career" resellers and not regular folk.My listing disappeared as I mentioned and had no option to reinstate it like the first time it happened (again with a bad excuse from the agent about the download I did which worked fine for a week or so).If it isn't intentional I do not care, the important thing is you realizing you took hours of my days to fix YOUR problemLat time at in the morning on the day of a show I was looking forward to.Gregory ***.PS: still expecting some sort of compensation
Sincerely,
Gregory ***
Thank you for contacting us regarding this matter. At Vivid Seats, we appreciate this opportunity to address the concerns of our valued customer, Ms. [redacted]. It should be noted that Vivid Seats is a secondary ticket marketplace, which means that we have no affiliation with any venue or box office...
and do not own or generate any inventory of tickets. Rather, our mission is to connect fans with individual ticket holders and amazing live events. To this end, we're committed to providing excellent customer service and simple, transparent policies.With regard to Ms. [redacted]'s concern about the validity of the sellers on our marketplace, we would like to provide clarification. The event for which Ms. [redacted] purchased tickets was cancelled by the performer, meaning that this was outside our purview as a secondary marketplace. We thoroughly vet all of our sellers to ensure that all tickets are valid and authentic and all inventory is distributed accurately and in a timely manner. Our 100% Buyer Guarantee states that customers who purchase tickets on our marketplace will receive their valid tickets in time for the event, or their money back, and we stand by this guarantee. In the case of Ms. [redacted], we were made aware that the seller was unable to fill the order due to outside circumstances beyond the control of the seller, or of Vivid Seats. In the rare instance that this type of issue does occur, our company is committed to finding, and in most instances covering the cost of, replacement tickets so that the customer remains unaffected. However, in this case, because the event itself was cancelled by the performer, no other tickets were found.Because the event was cancelled by the performer, with which Vivid Seats has no affiliation, we have provided a full refund to Ms. [redacted]. We certainly understand her frustration with not being able to attend the event, and would have provided tickets so that she could attend, if the event were still to take place. Unfortunately, this event was cancelled by the performer. Vivid Seats has acted in full accordance with our 100% Buyer Guarantee, and has gone outside of our Sales Terms and Conditions to provide an additional resolution for this matter. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If she has any further questions or concerns regarding this matter, we encourage her to reach our to our customer service team.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To 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 process. This process provides customers with multiple opportunities to review the details of their order. The estimated In-Hand Date of 12/1/2017 was provided to our customer prior to placing their order. This date is the latest expected date that the seller on Mr. [redacted]’ order expects to be in possession of the tickets and is provided simply as an estimation. The seller’s possession of the tickets is often dependent upon the primary issuer, with which we have no affiliation.When Mr. [redacted] selected the listing he was interested in, he continued to the Login page which displays a detailed order summary on the right side. After 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 $1,050.00 highlighted in bold text. Below this order total, Mr. [redacted] was also presented with the bold message, “Email delivery by: 12/1/2017” prior to entering any payment information. Our customer was then 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 checkout. Our 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 tickets. All prices in US Dollars. All 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 credit card will be charged $1,050.00.” Mr. [redacted] then proceeded to select “Place Order”, at which time his order was complete.As a secondary marketplace, Vivid Seats is not affiliated with event or and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Although the expected In-Hand Date Mr. [redacted] was provided with states 12/1/2017, tickets are frequently accessible and delivered well in advance of the listed date. As Mr. [redacted] was notified of the expected In-Hand Date of his E-tickets, we consider this matter closed. We encourage Mr. [redacted] to contact our customer service department with any additional concerns he may have pertaining to his order.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of...
successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. During this investigation, [redacted] filed a dispute with her financial institution. After investigating this matter, we have determined that [redacted]’s order was one such case. Vivid Seats has reached out to [redacted] regarding the this matter though we were unsuccessful in contacting her though we left a detailed voicemail regarding the amicable resolution. We have accepted this financial dispute and [redacted] was fully reimbursed. As such, we consider this matter resolved. If [redacted] has any further questions or concerns regarding this dispute, we welcome her to contact the financial institution with which it was filed.Regards,Vivid Seats