Thank you for reaching out to us in reference to the concerns of our valued customer. 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.Our customer placed their order on 6/3/2017 and immediately received an email with their [redacted] tracking information, [redacted], providing them the ability to monitor delivery. This tracking verifies that our customer’s package was delivered on 6/6/2017. We first heard from our customer on 6/23/2017 stating that they had not received their tickets. As such, we started an investigation with [redacted] and offered to reach out to the seller to request a reissue. As reissue requests are dependent upon the primary issuer of the ticket, reissues are not always possible. The seller later notified us that they would not be able to comply with the request. As such, per our terms which are agreed to by every customer at the time of checkout, “When tickets are shipped to you, it is your responsibility to confirm that the tickets delivered to you are consistent with the order you placed. You shall have forty-eight (48) hours from the time of delivery to report any inconsistencies between your order and the delivered tickets. Vivid Seats shall not be liable or responsible for any inconsistencies discovered after the 48 hour window has passed.” Nevertheless, as a courtesy, we reached out to our customer on 6/24/2017 prior to receiving this claim. At this time, we offered a courtesy resolution in the interest of customer service which our customer accepted. As such, we consider this matter resolved. If our customer has any further questions, we welcome them to contact our customer service department for assistance.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:I did not receive a detailed summary of charges and I still don’t know what the charges are. The only price I was given was 237 for each ticket. I don’t know where the $126 came from. Whether it’s a delivery fee or convenience fee or taxes I don’t know because there was nothing stating what it was for. There is no cancel order option or anything. There really needs to be an update to how you do business because that is not a good practice.
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 fans with...
individual ticket holders to amazing live events. To this end, we are committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] has stated that he was denied entry into the venue the day of his event. It should be noted that Mr. [redacted] had not been in contact with us regarding this issue until two days after his event had occurred. We have thousands of successful orders each day, though in rare cases errors may occur. Denied entry claims are taken seriously and we go through great lengths to investigate such matters. Mr. [redacted] stated he was at the venue twenty minutes after the game had already started when he purchased these tickets. Mr. [redacted] opted to receive these tickets electronically through his email as an instant download. Since we have no affiliation with any venue, we cannot guarantee tickets will be valid unless printed. Ticket delivery information is readily available to view on our website before the time of purchase. In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matter. If the customer's claim is substantiated, our 100% Money Back Guarantee ensures that the customer will receive a full refund for their order. However, Mr. [redacted] was not cooperative in providing information throughout our investigation process. For this reason, Mr. [redacted] is not due to receive a refund, per the agreed-to terms and conditions. We have provided valid tickets for Mr. [redacted] to print and therefore see this matter as closed. Regards,Vivid Seats
Thank you for your response. We maintain that Mr. [redacted] received the exact tickets which he selected. A customer service manager contacted Mr. [redacted] on 2/28/2017 and offered a resolution in the interest of customer service to which he accepted. Shortly after, Mr. [redacted] received an email at 2:27 PM CST containing details to this resolution. As we have provided a resolution and addressed all of our customer's concerns, we consider this closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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. Once our customer selected the tickets they are interested in for B96 Summer Bash, they 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 $402.38 highlighted in bold text. At 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 checkout. 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 final. All 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 [redacted] account will be charged $402.38.” Our customer then proceeded to select Place Order at which time their order was complete. Though our customer has indicated that they were not provided this opportunity to review their order details, this is inaccurate as no order can be placed on our website without the customer having been provided the opportunity to review all order and pricing details.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 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.Prior to receiving this claim we discussed this matter with our customer through our Live Chat application. We have also attempted to contact him by telephone to further discuss their concerns but have been unsuccessful in reaching them. Our customer placed their order on 4/19/2017 and immediately received their valid tickets prior to their event taking place on 6/24/2017. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If 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 getting back to us regarding this issue. As the event that Mr. [redacted] purchased tickets to has been rescheduled, the tickets they have are still completely valid for the new date, regardless of whether or not Mr. [redacted] will be able to attend. Per our refund policy stated on our website and agreed to by Mr. [redacted] at checkout, “A full refund of the purchase price, including delivery charges, will be given for cancelled events... rescheduled events will not be refunded.” This policy is in place because Vivid Seats operates differently from primary market venues due to the secondary market's unique logistical requirements, which include maintaining policies that are fair to both Buyer’s and sellers.Our checkout process presented Mr. [redacted] with a Sales Terms summary explaining “all sales are final,” as well as a checkbox followed by the statement: “I agree to Vivid Seats terms and conditions.” By checking this box and placing their order, Mr. [redacted] agreed to these terms. For these reasons, our “all sales are final” policy stands. We have been in contact with Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. If Mr. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/06/29) */
We regret to hear of Ms. [redacted] dissatisfaction, but we appreciate the opportunity to address her concerns. To clarify, Vivid Seats is a secondary marketplace. This means we are not directly affiliated with any artist or venue and does not...
generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. As customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties.
Because so many sellers list tickets on our site, and because these listings are managed by each individual seller, listing errors do occur in very rare cases. While we regret that Ms. [redacted] experienced such an anomaly with her order, Vivid Seats does not own the tickets in question--meaning that this unfortunate occurrence is beyond our control. In Ms. [redacted]'s case specifically, the seller informed us the listing was not intended to go live or be made available for purchase - it was a "test" listing. This is consistent with the fact that Ms. [redacted]'s order total was $17.40 when tickets for the same show in the same section and row are currently being listed at over $800 per ticket. The customer thought it was a great "deal" and has acknowledged that the price was significantly lower than other available tickets.
As mentioned above, our status as an intermediary marketplace means that we do not own tickets--and that sellers alone make the decision to withdraw tickets if they discover they have made an error in pricing or describing a listing. These facts are clearly explained in our Sales Terms and Conditions (www.vividseats.com/terms.html): "Due to the large volume of ticket sellers listing tickets on our site, locations, descriptions and pricing of similar or equal tickets may vary. It will be the buyer's responsibility to verify any possible inconsistency or discrepancy in the ticket location, description and/or price by calling Vivid Seats at 866.848.8499 before the order is placed." In this case, the clear difference in price was an inconsistency about which a buyer would be obligated to call.
Vivid Seats worked hard to rectify this issue, and we deeply regret that Ms. [redacted]'s request could not be accepted. Because we still want to help her attend this event, or another one in the future, we have offered her a $100 promotional code to be used on a future purchase in addition to her full refund of $17.40 - but she declined this offer. If at any time Ms. [redacted] reconsiders and wishes to discuss the availability and prices of tickets to this--or any other--event, we encourage her to reach out to a member of our customer service team.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer of Vividseats.I hope that They can avoid that It happens in a future.
Thank you for your response regarding this matter. As Ms. [redacted] has stated, since our previous response additional information regarding her claim has come to light. As a result, per our 100% Buyer Guarantee, a refund was processed for Ms. [redacted]'s order. She should expect to see this resolution in her account in 3-5 business days. At this time we consider this matter resolved and encourage Ms. [redacted] to contact us with any additional concerns she may have.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. 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.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket 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 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. After investigating this matter, we have determined that Ms. [redacted]'s order was one such case. Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution per our 100% Buyer Guarantee. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for your response. in regards to Mr. [redacted]'s claims, we have made multiple attempts to reach out to Mr. [redacted] to provide a resolution that would satisfy all parties but have been unable to reach him. His tickets remain completely transferable and we have allowed listings for events at the Idaho Botanical Garden in the past with customers who received and used their tickets without issue. The information on the ticket is that of the original buyer, who purchased the ticket and decided to resell them. Per our 100% Buyer Guarantee that ensures customers will received valid authentic tickets in time for the event, this order was fulfilled properly in accordance with our company policies which Mr. [redacted] agreed to at the time of checkout. It should be noted that in addition to this current claim, Mr. [redacted] has also filed a dispute with their credit card company regarding this order. We have responded to this claim and we encourage Mr. [redacted] to reach out to their bank in regards to its outcome. Our customer service remains available to handle any additional concerns that Mr. [redacted] may have; as 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, 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. We facilitate thousands of successful transactions each day with satisfied customers who are fully aware of their ticket details, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Mr. [redacted] stated that he only selected four tickets, this should be noted as inaccurate. Our site is user-driven meaning all order information is based on what a customer selects or inputs during the checkout process. Mr. [redacted] viewed the tickets he was interested in for the Arizona State Sun Devils at Arizona Wildcats game on 11/25 and had the opportunity to adjust the quantity selected. He then continued to the Login page which displayed a detailed order summary on the right side which gave Mr. [redacted] another opportunity to modify the quantity. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the quantity and price per ticket, delivery and service fees, and the total charge of $727.50 highlighted in bold, red text prior to entering any payment information. At this point, Mr. [redacted] was also presented with the message, “I agree to Vivid Seats terms and conditions,” and a check box thatneeded to 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.” Here the message, “By clicking ‘Place Order,’ your credit card will be charged $727.50” was also presented to Mr. [redacted]. 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 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 industry. Vivid Seats has been in contact with Mr. [redacted] and have discussed this matter thoroughly prior to receiving this complaint. Mr. [redacted] placed his order on 10/17 and immediately received the valid and authentic tickets selected during the checkout process, as such, we consider this matter closed. Regards, Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Money has been refunded.
Sincerely,
Stacey [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address customer concerns. 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.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket 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 their listings are legitimate and distributed properly.An initial contact with our customer service department was made by Ms. [redacted] sister in law, wherein there appeared to be some confusion over Ms. [redacted] tickets to the Missouri Tigers vs. BYU Cougars game. As is the nature of our marketplace, a new set of barcodes had to be issued for said tickets and we reached out numerous times to address this issue, via both phone calls and emails, to ensure the updated codes were received by Ms. [redacted]. While we addressed the concern our end and Ms. [redacted] had in her email inbox the correct tickets for the day of the event, any issues pertaining to that fall on her end, as the contact she made with our customer service department both prior to the even and the day of made it clear that we had issued the correct tickets to her on time. During that initial contact our customer service agent offered to resend the tickets to Ms. [redacted] and offered to find a place to print. The customer did not want to do this and an amicable resolution was not reached. Throughout this process, the correct tickets had been emailed to Ms. [redacted] and we are therefore unable to honor her cancellation request and provide a refund. She is welcome to contact our customer service department to discuss any further questions about this matter, but at it stands, we consider this resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address 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....
Therefore, any changes to seating arrangements made at the discretion of the venue or of other event attendees are out of our purview.Vivid Seats has been in contact with Ms. [redacted], and has provided a resolution to this issue that was amicable to both parties. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Complaint: 11564643
I am rejecting this response because: Vivid seats keeps repeating the same thing. They haven't tried to call or email me. That is not the truth. Like the business they run, it is dishonorable.
Sincerely,
Holley [redacted]
Complaint: 11022079
I am rejecting this response because: Since this was planned trip with tickets that were 100% guaranteed, there is a matter of airfare, hotel accommodations, and rental car. This is not a matter of the event being canceled. The event took place on time as planned and we were embarrassing refused admission due to fraudulent tickets sold by this establishment. We have statements from other victims that will back this occasion. A simple refund does not take us back in time to re-do the event. It will take more than a refund (which the credit card company already did) to take the sting out of this. I will allow 10 days for a better response before seeking legal action.
Sincerely,
Brian [redacted]
Complaint: [redacted]
I am rejecting this response because:Vivid continues to incorrectly state that my complaint is in regard to not getting the correct tickets for seats in the section that I requested. They continue to repeat that the tickets were clearly marked as having a partial view, that I was given what I agreed to purchase based on the clear information that they insist I was provided. However, my complaint is precisely that I was NOT provided with this information in any clear manner at all. NOTHING I SAW WHEN I AGREED TO PURCHASE THESE TICKETS INDICATED THAT THERE WOULD BE A PARTIAL VIEW. When I talked to a service representative about this matter, she kept insisting that I had "chosen" not to look at the information that the seats had a partial view. I did NOT make any such choice. She showed me where the information would have been available, had I known - namely, had I intuited that clicking on the yellow line would take me to a place that offered this information; or that clicking on a small, faint empty box would have taken me to a place where this information was available. But I had no idea that I was supposed to click on these graphic elements, and nothing told me in words that I should. I most certainly would have looked, had I known that there was more information available. I would never have purchased such expensive seats for a partial view, had I seen this information. I am not holding the seller responsible for this matter. They apparently provided this information to Vivid when they listed the seats. Vivid chose to make the information available to buyers in a way that was so hidden, buyers like me will not be able to see it until after they've made the purchase and it's too late. I tried to call Vivid immediately after making the purchase and receiving the E-tickets, when I saw on the tickets that they were for a partial view. But I was not able to get ahold of anyone for many, many hours after the purchase. And since then, they have continued to insist that I bought these tickets with clear knowledge of the fact that they offered only a partial view, and therefore have no basis for complaining after the fact. THIS IS NOT TRUE.
Sincerely,
Sandra [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. 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. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. While we allow resellers to list tickets to events held at venues in Knoxville, Vivid Seats is not affiliated with any venue as our URL(www.vividseats.com) clearly states . All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have made attempts to call Ms. [redacted] but have been unable to reach her. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Ms. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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. Our customer was presented the event information, including location, on the event listing, ticket listing, Login, and Place Order page. Prior to submitting an order, 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 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 $397.50.” 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 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 or exchanges and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on 4/30/2017 and immediately received their valid tickets which were downloaded shortly thereafter. Prior to receiving this claim we have thoroughly discussed this matter with our customer. At this time, an agent suggested relisting the tickets for resale as a positive resolution. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If 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 reaching out to us in reference to the concerns of our valued customer. 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.Our customer placed their order on 6/3/2017 and immediately received an email with their [redacted] tracking information, [redacted], providing them the ability to monitor delivery. This tracking verifies that our customer’s package was delivered on 6/6/2017. We first heard from our customer on 6/23/2017 stating that they had not received their tickets. As such, we started an investigation with [redacted] and offered to reach out to the seller to request a reissue. As reissue requests are dependent upon the primary issuer of the ticket, reissues are not always possible. The seller later notified us that they would not be able to comply with the request. As such, per our terms which are agreed to by every customer at the time of checkout, “When tickets are shipped to you, it is your responsibility to confirm that the tickets delivered to you are consistent with the order you placed. You shall have forty-eight (48) hours from the time of delivery to report any inconsistencies between your order and the delivered tickets. Vivid Seats shall not be liable or responsible for any inconsistencies discovered after the 48 hour window has passed.” Nevertheless, as a courtesy, we reached out to our customer on 6/24/2017 prior to receiving this claim. At this time, we offered a courtesy resolution in the interest of customer service which our customer accepted. As such, we consider this matter resolved. If our customer has any further questions, we welcome them to contact our customer service department for assistance.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:I did not receive a detailed summary of charges and I still don’t know what the charges are. The only price I was given was 237 for each ticket. I don’t know where the $126 came from. Whether it’s a delivery fee or convenience fee or taxes I don’t know because there was nothing stating what it was for. There is no cancel order option or anything. There really needs to be an update to how you do business because that is not a good practice.
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 fans with...
individual ticket holders to amazing live events. To this end, we are committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] has stated that he was denied entry into the venue the day of his event. It should be noted that Mr. [redacted] had not been in contact with us regarding this issue until two days after his event had occurred. We have thousands of successful orders each day, though in rare cases errors may occur. Denied entry claims are taken seriously and we go through great lengths to investigate such matters. Mr. [redacted] stated he was at the venue twenty minutes after the game had already started when he purchased these tickets. Mr. [redacted] opted to receive these tickets electronically through his email as an instant download. Since we have no affiliation with any venue, we cannot guarantee tickets will be valid unless printed. Ticket delivery information is readily available to view on our website before the time of purchase. In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matter. If the customer's claim is substantiated, our 100% Money Back Guarantee ensures that the customer will receive a full refund for their order. However, Mr. [redacted] was not cooperative in providing information throughout our investigation process. For this reason, Mr. [redacted] is not due to receive a refund, per the agreed-to terms and conditions. We have provided valid tickets for Mr. [redacted] to print and therefore see this matter as closed. Regards,Vivid Seats
Thank you for your response. We maintain that Mr. [redacted] received the exact tickets which he selected. A customer service manager contacted Mr. [redacted] on 2/28/2017 and offered a resolution in the interest of customer service to which he accepted. Shortly after, Mr. [redacted] received an email at 2:27 PM CST containing details to this resolution. As we have provided a resolution and addressed all of our customer's concerns, we consider this closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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. Once our customer selected the tickets they are interested in for B96 Summer Bash, they 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 $402.38 highlighted in bold text. At 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 checkout. 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 final. All 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 [redacted] account will be charged $402.38.” Our customer then proceeded to select Place Order at which time their order was complete. Though our customer has indicated that they were not provided this opportunity to review their order details, this is inaccurate as no order can be placed on our website without the customer having been provided the opportunity to review all order and pricing details.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 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.Prior to receiving this claim we discussed this matter with our customer through our Live Chat application. We have also attempted to contact him by telephone to further discuss their concerns but have been unsuccessful in reaching them. Our customer placed their order on 4/19/2017 and immediately received their valid tickets prior to their event taking place on 6/24/2017. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If 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 getting back to us regarding this issue. As the event that Mr. [redacted] purchased tickets to has been rescheduled, the tickets they have are still completely valid for the new date, regardless of whether or not Mr. [redacted] will be able to attend. Per our refund policy stated on our website and agreed to by Mr. [redacted] at checkout, “A full refund of the purchase price, including delivery charges, will be given for cancelled events... rescheduled events will not be refunded.” This policy is in place because Vivid Seats operates differently from primary market venues due to the secondary market's unique logistical requirements, which include maintaining policies that are fair to both Buyer’s and sellers.Our checkout process presented Mr. [redacted] with a Sales Terms summary explaining “all sales are final,” as well as a checkbox followed by the statement: “I agree to Vivid Seats terms and conditions.” By checking this box and placing their order, Mr. [redacted] agreed to these terms. For these reasons, our “all sales are final” policy stands. We have been in contact with Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. If Mr. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/06/29) */
We regret to hear of Ms. [redacted] dissatisfaction, but we appreciate the opportunity to address her concerns. To clarify, Vivid Seats is a secondary marketplace. This means we are not directly affiliated with any artist or venue and does not...
generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. As customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties.
Because so many sellers list tickets on our site, and because these listings are managed by each individual seller, listing errors do occur in very rare cases. While we regret that Ms. [redacted] experienced such an anomaly with her order, Vivid Seats does not own the tickets in question--meaning that this unfortunate occurrence is beyond our control. In Ms. [redacted]'s case specifically, the seller informed us the listing was not intended to go live or be made available for purchase - it was a "test" listing. This is consistent with the fact that Ms. [redacted]'s order total was $17.40 when tickets for the same show in the same section and row are currently being listed at over $800 per ticket. The customer thought it was a great "deal" and has acknowledged that the price was significantly lower than other available tickets.
As mentioned above, our status as an intermediary marketplace means that we do not own tickets--and that sellers alone make the decision to withdraw tickets if they discover they have made an error in pricing or describing a listing. These facts are clearly explained in our Sales Terms and Conditions (www.vividseats.com/terms.html): "Due to the large volume of ticket sellers listing tickets on our site, locations, descriptions and pricing of similar or equal tickets may vary. It will be the buyer's responsibility to verify any possible inconsistency or discrepancy in the ticket location, description and/or price by calling Vivid Seats at 866.848.8499 before the order is placed." In this case, the clear difference in price was an inconsistency about which a buyer would be obligated to call.
Vivid Seats worked hard to rectify this issue, and we deeply regret that Ms. [redacted]'s request could not be accepted. Because we still want to help her attend this event, or another one in the future, we have offered her a $100 promotional code to be used on a future purchase in addition to her full refund of $17.40 - but she declined this offer. If at any time Ms. [redacted] reconsiders and wishes to discuss the availability and prices of tickets to this--or any other--event, we encourage her to reach out to a member of our customer service team.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer of Vividseats.I hope that They can avoid that It happens in a future.
Thank you for your response regarding this matter. As Ms. [redacted] has stated, since our previous response additional information regarding her claim has come to light. As a result, per our 100% Buyer Guarantee, a refund was processed for Ms. [redacted]'s order. She should expect to see this resolution in her account in 3-5 business days. At this time we consider this matter resolved and encourage Ms. [redacted] to contact us with any additional concerns she may have.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. 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.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket 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 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. After investigating this matter, we have determined that Ms. [redacted]'s order was one such case. Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution per our 100% Buyer Guarantee. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for your response. in regards to Mr. [redacted]'s claims, we have made multiple attempts to reach out to Mr. [redacted] to provide a resolution that would satisfy all parties but have been unable to reach him. His tickets remain completely transferable and we have allowed listings for events at the Idaho Botanical Garden in the past with customers who received and used their tickets without issue. The information on the ticket is that of the original buyer, who purchased the ticket and decided to resell them. Per our 100% Buyer Guarantee that ensures customers will received valid authentic tickets in time for the event, this order was fulfilled properly in accordance with our company policies which Mr. [redacted] agreed to at the time of checkout. It should be noted that in addition to this current claim, Mr. [redacted] has also filed a dispute with their credit card company regarding this order. We have responded to this claim and we encourage Mr. [redacted] to reach out to their bank in regards to its outcome. Our customer service remains available to handle any additional concerns that Mr. [redacted] may have; as 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, 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. We facilitate thousands of successful transactions each day with satisfied customers who are fully aware of their ticket details, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Mr. [redacted] stated that he only selected four tickets, this should be noted as inaccurate. Our site is user-driven meaning all order information is based on what a customer selects or inputs during the checkout process. Mr. [redacted] viewed the tickets he was interested in for the Arizona State Sun Devils at Arizona Wildcats game on 11/25 and had the opportunity to adjust the quantity selected. He then continued to the Login page which displayed a detailed order summary on the right side which gave Mr. [redacted] another opportunity to modify the quantity. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the quantity and price per ticket, delivery and service fees, and the total charge of $727.50 highlighted in bold, red text prior to entering any payment information. At this point, Mr. [redacted] was also presented with the message, “I agree to Vivid Seats terms and conditions,” and a check box thatneeded to 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.” Here the message, “By clicking ‘Place Order,’ your credit card will be charged $727.50” was also presented to Mr. [redacted]. 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 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 industry. Vivid Seats has been in contact with Mr. [redacted] and have discussed this matter thoroughly prior to receiving this complaint. Mr. [redacted] placed his order on 10/17 and immediately received the valid and authentic tickets selected during the checkout process, as such, we consider this matter closed. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because: I simply want my money refunded.
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. Money has been refunded.
Sincerely,
Stacey [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address customer concerns. 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.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket 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 their listings are legitimate and distributed properly.An initial contact with our customer service department was made by Ms. [redacted] sister in law, wherein there appeared to be some confusion over Ms. [redacted] tickets to the Missouri Tigers vs. BYU Cougars game. As is the nature of our marketplace, a new set of barcodes had to be issued for said tickets and we reached out numerous times to address this issue, via both phone calls and emails, to ensure the updated codes were received by Ms. [redacted]. While we addressed the concern our end and Ms. [redacted] had in her email inbox the correct tickets for the day of the event, any issues pertaining to that fall on her end, as the contact she made with our customer service department both prior to the even and the day of made it clear that we had issued the correct tickets to her on time. During that initial contact our customer service agent offered to resend the tickets to Ms. [redacted] and offered to find a place to print. The customer did not want to do this and an amicable resolution was not reached. Throughout this process, the correct tickets had been emailed to Ms. [redacted] and we are therefore unable to honor her cancellation request and provide a refund. She is welcome to contact our customer service department to discuss any further questions about this matter, but at it stands, we consider this resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address 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....
Therefore, any changes to seating arrangements made at the discretion of the venue or of other event attendees are out of our purview.Vivid Seats has been in contact with Ms. [redacted], and has provided a resolution to this issue that was amicable to both parties. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Complaint: 11564643
I am rejecting this response because: Vivid seats keeps repeating the same thing. They haven't tried to call or email me. That is not the truth. Like the business they run, it is dishonorable.
Sincerely,
Holley [redacted]
Complaint: 11022079
I am rejecting this response because: Since this was planned trip with tickets that were 100% guaranteed, there is a matter of airfare, hotel accommodations, and rental car. This is not a matter of the event being canceled. The event took place on time as planned and we were embarrassing refused admission due to fraudulent tickets sold by this establishment. We have statements from other victims that will back this occasion. A simple refund does not take us back in time to re-do the event. It will take more than a refund (which the credit card company already did) to take the sting out of this. I will allow 10 days for a better response before seeking legal action.
Sincerely,
Brian [redacted]
Complaint: [redacted]
I am rejecting this response because:Vivid continues to incorrectly state that my complaint is in regard to not getting the correct tickets for seats in the section that I requested. They continue to repeat that the tickets were clearly marked as having a partial view, that I was given what I agreed to purchase based on the clear information that they insist I was provided. However, my complaint is precisely that I was NOT provided with this information in any clear manner at all. NOTHING I SAW WHEN I AGREED TO PURCHASE THESE TICKETS INDICATED THAT THERE WOULD BE A PARTIAL VIEW. When I talked to a service representative about this matter, she kept insisting that I had "chosen" not to look at the information that the seats had a partial view. I did NOT make any such choice. She showed me where the information would have been available, had I known - namely, had I intuited that clicking on the yellow line would take me to a place that offered this information; or that clicking on a small, faint empty box would have taken me to a place where this information was available. But I had no idea that I was supposed to click on these graphic elements, and nothing told me in words that I should. I most certainly would have looked, had I known that there was more information available. I would never have purchased such expensive seats for a partial view, had I seen this information. I am not holding the seller responsible for this matter. They apparently provided this information to Vivid when they listed the seats. Vivid chose to make the information available to buyers in a way that was so hidden, buyers like me will not be able to see it until after they've made the purchase and it's too late. I tried to call Vivid immediately after making the purchase and receiving the E-tickets, when I saw on the tickets that they were for a partial view. But I was not able to get ahold of anyone for many, many hours after the purchase. And since then, they have continued to insist that I bought these tickets with clear knowledge of the fact that they offered only a partial view, and therefore have no basis for complaining after the fact. THIS IS NOT TRUE.
Sincerely,
Sandra [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. 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. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. While we allow resellers to list tickets to events held at venues in Knoxville, Vivid Seats is not affiliated with any venue as our URL(www.vividseats.com) clearly states . All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have made attempts to call Ms. [redacted] but have been unable to reach her. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Ms. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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. Our customer was presented the event information, including location, on the event listing, ticket listing, Login, and Place Order page. Prior to submitting an order, 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 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 $397.50.” 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 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 or exchanges and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on 4/30/2017 and immediately received their valid tickets which were downloaded shortly thereafter. Prior to receiving this claim we have thoroughly discussed this matter with our customer. At this time, an agent suggested relisting the tickets for resale as a positive resolution. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats