(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom it May Concern-
No, I do not accept the response from the business and in fact the above description that was submitted gives an inaccurate description of events, attempting to underplay the multiple attempts I made to contact a customer service rep with Vivid Seats with my concerns. As I was unable to reach an actual person through there automated phone tree and prolonged wait times, I left messages, but received no response from anyone other than 'Matt' who claimed to work with Vivid Seats, presumably the third party vendor. I absolutely did express concern and confusion regarding getting a credit card in the mail with someone else's name on it and told to take it to the venue. I was explicitly told to LIE to the agent when I handed him the credit card saying that my 'brother/cousin/friend' had bought the ticket for me but wasn't able to make it. I was instructed to say that the 'brother/cousin/friend' didn't want me to miss the concert and therefore mailed me the credit card that was used to buy the tickets. I was specifically and repeatedly told not to tell the agent that I had bought the ticket through a Third Party vendor. Matt went on to explain that 'if I talk fast and tell the agent that 'I am a party of 2, and both parties are present' that they won't ask me for an ID even though they are supposed to.' Matt went on to say that after I handed the agent the credit card and walked through the gate I would be laughing at how easy it was. I told Matt I was not comfortable with this and asked him if the credit card was stolen. He told me it was not. I told him that it is not legal to use a credit card with someone else's name on it. He said, 'don't worry about it, I do this every day'. I asked...'what if they call the police because I have a presumed stolen credit card...' he said ' you call me on my cell phone'.
The word 'gift card' was never used. The word 'prepaid credit card' was never used. I have cut and pasted the actual emails I received from vivid seats after my credit card was charged, sent both on September 3, 2015:
Teresa,
Thank you for confirming you have received your Paperless Ticket pickup instructions. For your reference, these instructions are included below.
Paperless Tickets specify that admission to the event will be granted upon presenting the credit card that was used to originally purchase the tickets on the primary market before they were resold to you.
You and your party will need to enter with the original purchaser of the tickets to gain entry into the event. Since the representative will also be escorting other customers into the venue, it is important for your entire party to arrive together, before the start of your event.
Your Pickup Name: Teresa [redacted]
* If someone other than the name above will be using the tickets, please immediately reply to this email to request a change to the pickup name.
* Please be sure to have a valid government-issued ID when meeting the agent.
* You may be asked to sign a special delivery verification form by the agent to confirm you were escorted into the event.
You will be meeting the following agent that will escort you into the event:
Name: Matt
Contact Phone: [redacted]
Pickup Description: TBD
(Please note that this phone number may not be monitored prior to the day of your event. If you have questions in advance of your event, please contact our support team via email or live chat.)
If you can not reach the emergency contact on the day of your event, you must contact Vivid Seats immediately at 888.614.5416 so that we can ensure your successful entry to the event.
Enjoy your event, and thank you for choosing Vivid Seats!
The Vivid Seats Customer Service Team
Your Order Details:
Order #5056505: Garth [redacted] with Trisha [redacted]
BMO Harris Bradley Center
Fri. Sep 25, 2015 7:00 PM
2 Tickets
------------A second email, also on Sept 3, states The ticket you will be using requires a walk-in process. You will be escorted into the venue by an agent of our ticket supplier. To gain admission, this agent must present the credit card that was used to purchase the tickets on the primary market.
Granted that this was the written description of paperless tickets from Vivid Seats and that the agent would be escorting us in the venue, I did not question it at this point. My only concern was that my maiden name was on the ticket purchase (Teresa [redacted]) instead of my married name (Teresa [redacted]) and I wanted to be sure that when I presented my i.d. to the agent that would be escorting us in, that this was understood and that I could bring another form of id/documentation to prove it was my maiden name. It wasn't until 'Matt' representing Vivid Seats, called me days before the concert, initially I thought to clarify the maiden vs married name concern. He proceeded with the above shady instruction to attempt to use a credit card with someone else's name on it, clearly and explicitly LIE to the agent about a brother/cousin/friend who supposedly gave me the credit card, not show ID unless forced to and to call him (Matt) if the police are called. I am not willing to lie at the expense of a random third party agent and put myself in harms way for fraud. With that, I called my bank and put a hold on the credit card I used as I felt I was being caught in fraudulent activity. I again called Vivid Seats customer service and left a message to attempt to clarify the situation with no callback. I now find that I am being strong armed into a NO REFUND policy.
A very condescending Vivid Seats agent did contact me and attempt to scold me stating that I 'clearly didn't understand how the Third Party market worked or else I would have known that using a credit card with someone else's name on it..was the paperless ticket'. She stated that she would be willing to give $90 some dollars in refund but that she could not refund my entire charge. I am absolutely not satisfied with this and despite what the representative claims, we are not at an amicable resolution. I want a full refund and will not be strong armed into participating in or attempting fraudulent behavior.
Teresa [redacted]
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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in our process. When our customer selected a listing for Santana on 10/27/2017, they proceeded through a four-step checkout process. On the Shipping and Delivery portion they were notified, "Actual shipping times may vary depending on availability. We guarantee delivery of your tickets in time for your event. A signature may be required for delivery." Prior to entering any payment, our customer was presented with a complete itemized order breakdown on the checkout page. Below the order total, our customer was notified in bold text that the Estimated Ship Date for their purchase was 10/24/2017. 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, “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.” Our customer then proceeded to submit their order.The Estimated Ship Date of 10/24/2017 was set by the seller on this purchase, not Vivid Seats. The seller provides this date on the listing taking into account a range of factors though it is often determined by the primary issuer. Venues sporadically choose to release tickets close to the event date per their own policies; as we are not affiliated with the venue such matters are outside of our purview though tickets are often available prior to the provided date. For this particular listing, we reached out to the seller to discuss this matter and determined that tickets are not yet obtainable to be delivered to our customer; as such, the seller provided the Estimated Ship Date of 10/24/2017 prior to our customer’s purchase. Our customer mentioned that they were traveling for their event. When they spoke with a representative, we offered to update the shipping address to the location at which they were staying for the event in an attempt to accommodate their travels. In regards to overnight delivery, we clarify that this does not necessarily mean tickets will be delivered overnight from the day of purchase; rather, tickets are shipped on an overnight shipping label on the day they become available to the seller. Further information regarding this is available on our Frequently Asked Questions page.Prior to receiving this claim we thoroughly discussed this matter with our customer. Although the Estimated Ship Date was provided prior to purchase, we offered a resolution to update the shipping address should the need arise closer to the event date. As all order details were 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, referencing their order number, to be directed to a manager. Regards,Vivid Seats
Thank you for your response. As we previously stated, Vivid Seats does not guarantee that tickets listed on our site will sell, no matter the reason, and is unable to offer compensation in the event that tickets do not sell. Furthermore, Mr. [redacted] has suggested that was unable to reinstate his listing; to this we would like to provide clarification. As Mr. [redacted]’ tickets were already listed, the system would not allow him to relist the same tickets. Instead, to renew his current listing to ensure up-to-date inventory; Mr. [redacted] simply needed to manage his listings and select the “Open to renew your listing” option. This ensures seller’s inventory remains active until the desired expiration. As we have thoroughly addressed Mr. [redacted]’ concerns and maintain that we do not ensure sellers that their inventory will sell, we consider this matter closed. Any additional concerns may be he may have can be directed to our customer service. Regards,Vivid Seats
Complaint: 12280801
I am rejecting this response because: Unfortunately, there is no quality control measures at Vivid Seats to determine which seats are better based on venue and stage set for each performer. If there was a "Lemon Law" as with used cars, they would be guilty of violating the law. How are they allowed to sell a product that they have limited knowledge about the product and then claim ignorance? If they were in the mortgage business when it comes to disclosure, they would be violating the law. This is an unethical company. I consider this case closed.
Sincerely,
Jeffrey [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.Mr. [redacted] placed his order for tickets in Section: 27 Row: 1 on 4/25/2017 at 12:48 PM CST. This order was immediately confirmed by the seller, shipping label was generated, and an email providing Mr. [redacted] with the UPS tracking number of [redacted] was delivered. This all occurred at 12:48 PM CST. When Mr. [redacted] contacted us shortly after, our customer service agent simply explained that the shipping label had been generated and his tickets were in the process of being delivered. To ensure quality customer service is being provided, calls are recorded. After receiving this claim, we have reviewed Mr. [redacted]’s call to verify this information.Our customer service agent further clarified that 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.Mr. [redacted]’s valid tickets were delivered on 4/27/2017 prior to the event taking place on 5/3/2017. As such, we have fully adhered to our sales terms and conditions and consider this matter closed. If Mr. [redacted] has any additional concerns pertaining to his order, we welcome him to contact our customer service department.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:once again the tickets I selected were NOT the ones I received,and there are other complaints against this company. I also have filed a complaint with pay pal, and will not be satisfied until I am.properly compensated for the difference in seat prices based on location. At no time did I,or would I have purchased seats in this location..it does not matter to me what the business says about user generated. There was a deliberate seat switch it is not the first time,as there are other complaints against his business. I will pursue-including legal action if necessary. I have screen shots, and hopefully will not nave to send them to the proper authorities...I have read the user agreement t and I find it to be full of loophole to benefit toe company, and confuse the custody Er..,,,
Sincerely,
[redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. Vivid Seats appreciates the opportunity to address this matter. We operates on the secondary market and maintain one of the largest seller networks in the industry. Our mission is to connect fans with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining simple, transparent policies.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. 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 ensures that any tickets purchased 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. As part of our effort 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 has provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we 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
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. 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. 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, errors do occur in some extremely rare cases. Since investigating this matter Mr. [redacted] has since filed a dispute with his financial institution regarding this transaction. As such, we are accepting this dispute and consider this matter resolved. Accepting this dispute will effectively refund the order total to Mr. [redacted]’s account. If Mr. [redacted] has any questions regarding the process or outcome of this dispute, we encourage him to contact his financial institution. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this 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 who are aware of the event for which they are purchasing for, 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. As Ms. [redacted] stated she purchased tickets for the incorrect event. However, our site is completely user-driven meaning all order details are either selected or inputted by the customer. When Ms. [redacted] viewed tickets for [redacted] and the [redacted], she was provided a list of all of his performances nationwide. Each date provided the date, time, and location of the event. Ms. [redacted] selected the event on 6/29/2017 in Chicago, Illinois. Once selected, Ms. [redacted] proceeded to the ticket listing page. The top of this page reiterated all the event details and Ms. [redacted] proceeded to select a listing which stated, “Section: Field D Row: 22.” Ms. [redacted] continued to navigate through the checkout process and was brought to the Checkout page. This page provides an even more detailed itemized breakdown including the event details, price per ticket, all fees, and the order total presented in large text as well as Ms. [redacted]’s Estimated Ship Date of 6/22/2017. Directly above the Place Order button Ms. [redacted] was presented with the message, “By placing order, you agree to our sales terms. All sales are final and are in USD.” At this time Ms. [redacted] proceeded to submit her order. Ms. [redacted] has indicated that she did not agree to the terms when installing the Vivid Seats application; to this we would like to provide clarification. The terms for downloading our application differ from the sales terms and conditions agreed upon when placing an order. To place an order on our site or our application customers are required to agree to the sales terms and conditions each time an order is placed. The representative Ms. [redacted] discussed this “all sales are final” policy with simply clarified that this information is presented prior to placing an order; not when installing the application. 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. The Estimated Ship Date Mr. [redacted] was presented with prior to placing her order is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation; therefore, expediting the delivery is outside of our purview. Nevertheless, tickets often become available prior to this date as the date provided is the latest a customer can expect tickets. As such, Ms. [redacted]’s tickets have become available prior to the given date and were delivered to her on 3/20/2017. Ms. [redacted] stated that she would like to resell her tickets and this option is available on our site; however, purchasing tickets and reselling tickets are two separate transactions. Therefore, fan sellers must agree to the seller terms and conditions if they are requesting to relist tickets on our site. As Ms. [redacted] was sufficiently notified of the event for which she was purchasing tickets for, agreed to our sales terms, and received her valid tickets prior to her event on 6/29/2017, we currently consider this matter closed. If Ms. [redacted] has any additional concerns, we encourage her to contact our customer service department to provide further assistance. Regards,Vivid Seats
Thank you for bringing this matter to our attention. 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'd like to address the concerns regarding...
[redacted] claim that her daughter was not permitted to sit in the seats she purchased because another party was occupying them.
[redacted] has made a serious claim and we have conducted a thorough investigation that included speaking to [redacted] daughter, who was the attendee, and the seller, providing each of them the opportunity to provide evidence. In this case, [redacted] and her daughter did not provided evidence that the tickets were invalid. In fact, she was allowed into the event, which confirms that they were not "fake" tickets. While we cannot state definitively what occurred, the seating issue did not arise due to invalid tickets and it appears as if the venue made an error.
Despite no wrongdoing on our part, we contacted [redacted] daughter to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience, and came to a mutual resolution. [redacted] then contacted us saying this was unacceptable to her. We have done this as a courtesy, as there was no evidence that these tickets were invalid, as stated above. If [redacted] would like to speak about this further, we encourage her to reach out to us and ask to speak to a member of our management team.
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 who are fully aware of their order total, including all fees, 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. When Mr. [redacted] selected the tickets he was interested in for [redacted], he continued to the Login page which displayed a detailed order summary on the right side. After the customer 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 number and prices of their tickets, delivery and service fees, and the total charge of $215.52 highlighted in bold, red text. This information was fully disclosed to Mr. [redacted] prior to entering any payment information. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly above the Place Order button the statement: “By clicking ‘Place Order,’ your credit card will be charged $215.52” was presented in bold text to Mr. [redacted]. 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).” 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 as soon as an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] placed his order on 1/5/2017 and immediately received his valid tickets for his even occurring on 3/15/2017. Though Vivid Seats maintains that Mr. [redacted] had amble opportunity to review all order and pricing details, we have reached out to Mr. [redacted] to offer a resolution in the interest of customer service. As Mr. [redacted] has accepted this offer as a resolution, we currently consider this matter resolved. If Mr. [redacted] has any additional concerns we would welcome him to contact our customer service. Regards,Vivid Seats
Thank you for your response. Ms. [redacted] has indicated that the tickets she was provided did not contain proper event information. However, the provided tickets stated the event name of “Philadelphia Flyers vs Carolina Hurricanes,” the event date of Sunday, April 9, 2017, the seating information of Section: 223 Row: 8 Seats: 5-6, and a valid barcode on each ticket that allowed our customer access to their event. Since we simply act as an intermediary between ticket buyers and ticket sellers, all information listed on tickets is outside our purview, as we do not generate tickets as a secondary marketplace.Ms. [redacted] was sent valid tickets via email on 3/21/2017 at 11:59 AM CST. She downloaded these tickets the day of her event on 4/9/2017 at 10:39 AM CST. We have previously clarified that Ms. [redacted] was in contact with our customer service department on 4/11/2017, two days after her event, and all of her concerns were thoroughly discussed at that time. Additionally, she was encouraged to contact our customer service department via telephone if she had any additional concerns. As it presently stands, we consider this matter closed.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. Regarding Ms. [redacted] statement about his tickets, it should be noted that Vivid Seats does not own any tickets listed on our site. Rather, as a secondary marketplace, Vivid Seats, we act as an intermediary between fans and ticket holders. Vivid Seats does 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 Mr. [redacted]’s order was one such case. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs.If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for 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.As Vivid Seats has no affiliation with the venue or artist, any change in the seating arrangements of an event is outside of our purview. Before our customer placed their order, they were required to select a checkbox to signify their agreement to the sales terms and conditions which were presented at this time. These terms clarify, “In certain instances, a venue, promoter, or any entity putting on the event will require a ticket holder to relocate his or her seat or otherwise change the seating configuration in a manner beyond Vivid Seat's control. Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.”In regards to the market value, we would like to provide clarification. Customers are notified throughout the purchase process that all prices listed on our site are done so by the seller, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand and may be above face value. As with any live market, inventory is constantly changing. Prices will usually go up if there is limited availability for a popular event and typically drop if there are a lot of tickets left for an event that is quickly approaching. The market value is constantly fluctuating as ticket demand changes.Prior to receiving this claim, we thoroughly discussed this matter with our customer to address these concerns. At this time, a representative offered our customer a courtesy resolution in the interest of customer service; however, this offer was declined. Further information regarding the nature of our business and pricing can be found on the Frequently Asked Questions portion of our site. If our customer has additional questions regarding their order, we welcome them to contact us to provide clarification.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.
Hi,I filed a complaint yesterday against Vivid Seats.They called me last night and cancelled my order and made things right. I...
wish to remove the complaint, issue has been settled.Thank you.
Sincerely,
[redacted]
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with Ms[redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved. If Ms[redacted] 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, 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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, 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. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side, including number of tickets. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. 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. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. 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 been in contact with Mrs. Raheb regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mrs. Raheb may have, 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.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of [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. We are committed to providing the best possible customer...
service—and maintaining a simple, transparent listing process.As [redacted] stated, he received an email stating his tickets had sold on 5/10/2017. He was provided the option to confirm or reject the sale; at this time, [redacted] accepted this sale confirming that he would deliver the tickets as listed. When [redacted] listed these tickets, he was required to agree to the Seller Terms and Conditions. These terms clearly state that if a seller accepts a sale, “Vivid Seats is authorized by Seller to charge the credit or debit card or PayPal 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 discretion.” The Seller Terms also state Vivid Seats has the right to “recover all funds paid to Seller for the tickets as well as all funds expended to ensure that replacement tickets are secured or otherwise reach a resolution with a customer, including but not limited to internal administrative fees, shipping or rerouting charges, the cost of replacement tickets, refunds, customer relations and call center costs, credits, gift certificates, coupons, and other administrative costs.”Although [redacted] has indicated that an agent told him we would not cancel and waive the fees we would like to provide clarification. To ensure quality service is being provided, all communication is recorded and monitored at Vivid Seats. As such, we can confirm that [redacted]’s conversation with the seller services agent shortly after confirming this sale, and the conversations that followed, were handled professionally by our staff. The first agent [redacted] spoke to clarified that we could cancel his sale although he would remain liable for the charges that would ensue, per the terms and conditions. [redacted] disconnected from the call shortly thereafter. [redacted] later contacted us via our Live Chat application notifying us once again that he would like to reject this sale. As such, [redacted]'s sale was dropped and he was notified of the fees that would be applied.As [redacted] was unable to deliver the tickets as listed, payment was withheld and a charge was processed accordingly to cover the cost of replacement. As such, Vivid Seats has fully adhered to the Seller Terms and Conditions. At this time, we consider this matter closed. If [redacted] has any additional concerns he may contact us to discuss.Regards,Vivid Seats
Complaint: 12311097
I am rejecting this response because:I did not see the additional charges nor the total amount due prior to submitting the order. I would never have ordered tickets with over $200 in service charges. I would like all my f the fees returned or the order cancelled. Thank you, Ken
Sincerely,
Kenneth [redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom it May Concern-
No, I do not accept the response from the business and in fact the above description that was submitted gives an inaccurate description of events, attempting to underplay the multiple attempts I made to contact a customer service rep with Vivid Seats with my concerns. As I was unable to reach an actual person through there automated phone tree and prolonged wait times, I left messages, but received no response from anyone other than 'Matt' who claimed to work with Vivid Seats, presumably the third party vendor. I absolutely did express concern and confusion regarding getting a credit card in the mail with someone else's name on it and told to take it to the venue. I was explicitly told to LIE to the agent when I handed him the credit card saying that my 'brother/cousin/friend' had bought the ticket for me but wasn't able to make it. I was instructed to say that the 'brother/cousin/friend' didn't want me to miss the concert and therefore mailed me the credit card that was used to buy the tickets. I was specifically and repeatedly told not to tell the agent that I had bought the ticket through a Third Party vendor. Matt went on to explain that 'if I talk fast and tell the agent that 'I am a party of 2, and both parties are present' that they won't ask me for an ID even though they are supposed to.' Matt went on to say that after I handed the agent the credit card and walked through the gate I would be laughing at how easy it was. I told Matt I was not comfortable with this and asked him if the credit card was stolen. He told me it was not. I told him that it is not legal to use a credit card with someone else's name on it. He said, 'don't worry about it, I do this every day'. I asked...'what if they call the police because I have a presumed stolen credit card...' he said ' you call me on my cell phone'.
The word 'gift card' was never used. The word 'prepaid credit card' was never used. I have cut and pasted the actual emails I received from vivid seats after my credit card was charged, sent both on September 3, 2015:
Teresa,
Thank you for confirming you have received your Paperless Ticket pickup instructions. For your reference, these instructions are included below.
Paperless Tickets specify that admission to the event will be granted upon presenting the credit card that was used to originally purchase the tickets on the primary market before they were resold to you.
You and your party will need to enter with the original purchaser of the tickets to gain entry into the event. Since the representative will also be escorting other customers into the venue, it is important for your entire party to arrive together, before the start of your event.
Your Pickup Name: Teresa [redacted]
* If someone other than the name above will be using the tickets, please immediately reply to this email to request a change to the pickup name.
* Please be sure to have a valid government-issued ID when meeting the agent.
* You may be asked to sign a special delivery verification form by the agent to confirm you were escorted into the event.
You will be meeting the following agent that will escort you into the event:
Name: Matt
Contact Phone: [redacted]
Pickup Description: TBD
(Please note that this phone number may not be monitored prior to the day of your event. If you have questions in advance of your event, please contact our support team via email or live chat.)
If you can not reach the emergency contact on the day of your event, you must contact Vivid Seats immediately at 888.614.5416 so that we can ensure your successful entry to the event.
Enjoy your event, and thank you for choosing Vivid Seats!
The Vivid Seats Customer Service Team
Your Order Details:
Order #5056505: Garth [redacted] with Trisha [redacted]
BMO Harris Bradley Center
Fri. Sep 25, 2015 7:00 PM
2 Tickets
------------A second email, also on Sept 3, states The ticket you will be using requires a walk-in process. You will be escorted into the venue by an agent of our ticket supplier. To gain admission, this agent must present the credit card that was used to purchase the tickets on the primary market.
Granted that this was the written description of paperless tickets from Vivid Seats and that the agent would be escorting us in the venue, I did not question it at this point. My only concern was that my maiden name was on the ticket purchase (Teresa [redacted]) instead of my married name (Teresa [redacted]) and I wanted to be sure that when I presented my i.d. to the agent that would be escorting us in, that this was understood and that I could bring another form of id/documentation to prove it was my maiden name. It wasn't until 'Matt' representing Vivid Seats, called me days before the concert, initially I thought to clarify the maiden vs married name concern. He proceeded with the above shady instruction to attempt to use a credit card with someone else's name on it, clearly and explicitly LIE to the agent about a brother/cousin/friend who supposedly gave me the credit card, not show ID unless forced to and to call him (Matt) if the police are called. I am not willing to lie at the expense of a random third party agent and put myself in harms way for fraud. With that, I called my bank and put a hold on the credit card I used as I felt I was being caught in fraudulent activity. I again called Vivid Seats customer service and left a message to attempt to clarify the situation with no callback. I now find that I am being strong armed into a NO REFUND policy.
A very condescending Vivid Seats agent did contact me and attempt to scold me stating that I 'clearly didn't understand how the Third Party market worked or else I would have known that using a credit card with someone else's name on it..was the paperless ticket'. She stated that she would be willing to give $90 some dollars in refund but that she could not refund my entire charge. I am absolutely not satisfied with this and despite what the representative claims, we are not at an amicable resolution. I want a full refund and will not be strong armed into participating in or attempting fraudulent behavior.
Teresa [redacted]
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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in our process. When our customer selected a listing for Santana on 10/27/2017, they proceeded through a four-step checkout process. On the Shipping and Delivery portion they were notified, "Actual shipping times may vary depending on availability. We guarantee delivery of your tickets in time for your event. A signature may be required for delivery." Prior to entering any payment, our customer was presented with a complete itemized order breakdown on the checkout page. Below the order total, our customer was notified in bold text that the Estimated Ship Date for their purchase was 10/24/2017. 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, “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.” Our customer then proceeded to submit their order.The Estimated Ship Date of 10/24/2017 was set by the seller on this purchase, not Vivid Seats. The seller provides this date on the listing taking into account a range of factors though it is often determined by the primary issuer. Venues sporadically choose to release tickets close to the event date per their own policies; as we are not affiliated with the venue such matters are outside of our purview though tickets are often available prior to the provided date. For this particular listing, we reached out to the seller to discuss this matter and determined that tickets are not yet obtainable to be delivered to our customer; as such, the seller provided the Estimated Ship Date of 10/24/2017 prior to our customer’s purchase. Our customer mentioned that they were traveling for their event. When they spoke with a representative, we offered to update the shipping address to the location at which they were staying for the event in an attempt to accommodate their travels. In regards to overnight delivery, we clarify that this does not necessarily mean tickets will be delivered overnight from the day of purchase; rather, tickets are shipped on an overnight shipping label on the day they become available to the seller. Further information regarding this is available on our Frequently Asked Questions page.Prior to receiving this claim we thoroughly discussed this matter with our customer. Although the Estimated Ship Date was provided prior to purchase, we offered a resolution to update the shipping address should the need arise closer to the event date. As all order details were 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, referencing their order number, to be directed to a manager. Regards,Vivid Seats
Thank you for your response. As we previously stated, Vivid Seats does not guarantee that tickets listed on our site will sell, no matter the reason, and is unable to offer compensation in the event that tickets do not sell. Furthermore, Mr. [redacted] has suggested that was unable to reinstate his listing; to this we would like to provide clarification. As Mr. [redacted]’ tickets were already listed, the system would not allow him to relist the same tickets. Instead, to renew his current listing to ensure up-to-date inventory; Mr. [redacted] simply needed to manage his listings and select the “Open to renew your listing” option. This ensures seller’s inventory remains active until the desired expiration. As we have thoroughly addressed Mr. [redacted]’ concerns and maintain that we do not ensure sellers that their inventory will sell, we consider this matter closed. Any additional concerns may be he may have can be directed to our customer service. Regards,Vivid Seats
Complaint: 12280801
I am rejecting this response because: Unfortunately, there is no quality control measures at Vivid Seats to determine which seats are better based on venue and stage set for each performer. If there was a "Lemon Law" as with used cars, they would be guilty of violating the law. How are they allowed to sell a product that they have limited knowledge about the product and then claim ignorance? If they were in the mortgage business when it comes to disclosure, they would be violating the law. This is an unethical company. I consider this case closed.
Sincerely,
Jeffrey [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.Mr. [redacted] placed his order for tickets in Section: 27 Row: 1 on 4/25/2017 at 12:48 PM CST. This order was immediately confirmed by the seller, shipping label was generated, and an email providing Mr. [redacted] with the UPS tracking number of [redacted] was delivered. This all occurred at 12:48 PM CST. When Mr. [redacted] contacted us shortly after, our customer service agent simply explained that the shipping label had been generated and his tickets were in the process of being delivered. To ensure quality customer service is being provided, calls are recorded. After receiving this claim, we have reviewed Mr. [redacted]’s call to verify this information.Our customer service agent further clarified that 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.Mr. [redacted]’s valid tickets were delivered on 4/27/2017 prior to the event taking place on 5/3/2017. As such, we have fully adhered to our sales terms and conditions and consider this matter closed. If Mr. [redacted] has any additional concerns pertaining to his order, we welcome him to contact our customer service department.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:once again the tickets I selected were NOT the ones I received,and there are other complaints against this company. I also have filed a complaint with pay pal, and will not be satisfied until I am.properly compensated for the difference in seat prices based on location. At no time did I,or would I have purchased seats in this location..it does not matter to me what the business says about user generated. There was a deliberate seat switch it is not the first time,as there are other complaints against his business. I will pursue-including legal action if necessary. I have screen shots, and hopefully will not nave to send them to the proper authorities...I have read the user agreement t and I find it to be full of loophole to benefit toe company, and confuse the custody Er..,,,
Sincerely,
[redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. Vivid Seats appreciates the opportunity to address this matter. We operates on the secondary market and maintain one of the largest seller networks in the industry. Our mission is to connect fans with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining simple, transparent policies.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. 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 ensures that any tickets purchased 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. As part of our effort 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 has provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we 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
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. 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. 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, errors do occur in some extremely rare cases. Since investigating this matter Mr. [redacted] has since filed a dispute with his financial institution regarding this transaction. As such, we are accepting this dispute and consider this matter resolved. Accepting this dispute will effectively refund the order total to Mr. [redacted]’s account. If Mr. [redacted] has any questions regarding the process or outcome of this dispute, we encourage him to contact his financial institution. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this 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 who are aware of the event for which they are purchasing for, 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. As Ms. [redacted] stated she purchased tickets for the incorrect event. However, our site is completely user-driven meaning all order details are either selected or inputted by the customer. When Ms. [redacted] viewed tickets for [redacted] and the [redacted], she was provided a list of all of his performances nationwide. Each date provided the date, time, and location of the event. Ms. [redacted] selected the event on 6/29/2017 in Chicago, Illinois. Once selected, Ms. [redacted] proceeded to the ticket listing page. The top of this page reiterated all the event details and Ms. [redacted] proceeded to select a listing which stated, “Section: Field D Row: 22.” Ms. [redacted] continued to navigate through the checkout process and was brought to the Checkout page. This page provides an even more detailed itemized breakdown including the event details, price per ticket, all fees, and the order total presented in large text as well as Ms. [redacted]’s Estimated Ship Date of 6/22/2017. Directly above the Place Order button Ms. [redacted] was presented with the message, “By placing order, you agree to our sales terms. All sales are final and are in USD.” At this time Ms. [redacted] proceeded to submit her order. Ms. [redacted] has indicated that she did not agree to the terms when installing the Vivid Seats application; to this we would like to provide clarification. The terms for downloading our application differ from the sales terms and conditions agreed upon when placing an order. To place an order on our site or our application customers are required to agree to the sales terms and conditions each time an order is placed. The representative Ms. [redacted] discussed this “all sales are final” policy with simply clarified that this information is presented prior to placing an order; not when installing the application. 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. The Estimated Ship Date Mr. [redacted] was presented with prior to placing her order is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation; therefore, expediting the delivery is outside of our purview. Nevertheless, tickets often become available prior to this date as the date provided is the latest a customer can expect tickets. As such, Ms. [redacted]’s tickets have become available prior to the given date and were delivered to her on 3/20/2017. Ms. [redacted] stated that she would like to resell her tickets and this option is available on our site; however, purchasing tickets and reselling tickets are two separate transactions. Therefore, fan sellers must agree to the seller terms and conditions if they are requesting to relist tickets on our site. As Ms. [redacted] was sufficiently notified of the event for which she was purchasing tickets for, agreed to our sales terms, and received her valid tickets prior to her event on 6/29/2017, we currently consider this matter closed. If Ms. [redacted] has any additional concerns, we encourage her to contact our customer service department to provide further assistance. Regards,Vivid Seats
Thank you for bringing this matter to our attention. 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'd like to address the concerns regarding...
[redacted] claim that her daughter was not permitted to sit in the seats she purchased because another party was occupying them.
[redacted] has made a serious claim and we have conducted a thorough investigation that included speaking to [redacted] daughter, who was the attendee, and the seller, providing each of them the opportunity to provide evidence. In this case, [redacted] and her daughter did not provided evidence that the tickets were invalid. In fact, she was allowed into the event, which confirms that they were not "fake" tickets. While we cannot state definitively what occurred, the seating issue did not arise due to invalid tickets and it appears as if the venue made an error.
Despite no wrongdoing on our part, we contacted [redacted] daughter to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience, and came to a mutual resolution. [redacted] then contacted us saying this was unacceptable to her. We have done this as a courtesy, as there was no evidence that these tickets were invalid, as stated above. If [redacted] would like to speak about this further, we encourage her to reach out to us and ask to speak to a member of our management team.
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 who are fully aware of their order total, including all fees, 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. When Mr. [redacted] selected the tickets he was interested in for [redacted], he continued to the Login page which displayed a detailed order summary on the right side. After the customer 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 number and prices of their tickets, delivery and service fees, and the total charge of $215.52 highlighted in bold, red text. This information was fully disclosed to Mr. [redacted] prior to entering any payment information. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly above the Place Order button the statement: “By clicking ‘Place Order,’ your credit card will be charged $215.52” was presented in bold text to Mr. [redacted]. 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).” 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 as soon as an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] placed his order on 1/5/2017 and immediately received his valid tickets for his even occurring on 3/15/2017. Though Vivid Seats maintains that Mr. [redacted] had amble opportunity to review all order and pricing details, we have reached out to Mr. [redacted] to offer a resolution in the interest of customer service. As Mr. [redacted] has accepted this offer as a resolution, we currently consider this matter resolved. If Mr. [redacted] has any additional concerns we would welcome him to contact our customer service. Regards,Vivid Seats
Thank you for your response. Ms. [redacted] has indicated that the tickets she was provided did not contain proper event information. However, the provided tickets stated the event name of “Philadelphia Flyers vs Carolina Hurricanes,” the event date of Sunday, April 9, 2017, the seating information of Section: 223 Row: 8 Seats: 5-6, and a valid barcode on each ticket that allowed our customer access to their event. Since we simply act as an intermediary between ticket buyers and ticket sellers, all information listed on tickets is outside our purview, as we do not generate tickets as a secondary marketplace.Ms. [redacted] was sent valid tickets via email on 3/21/2017 at 11:59 AM CST. She downloaded these tickets the day of her event on 4/9/2017 at 10:39 AM CST. We have previously clarified that Ms. [redacted] was in contact with our customer service department on 4/11/2017, two days after her event, and all of her concerns were thoroughly discussed at that time. Additionally, she was encouraged to contact our customer service department via telephone if she had any additional concerns. As it presently stands, we consider this matter closed.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. Regarding Ms. [redacted] statement about his tickets, it should be noted that Vivid Seats does not own any tickets listed on our site. Rather, as a secondary marketplace, Vivid Seats, we act as an intermediary between fans and ticket holders. Vivid Seats does 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 Mr. [redacted]’s order was one such case. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs.If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for 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.As Vivid Seats has no affiliation with the venue or artist, any change in the seating arrangements of an event is outside of our purview. Before our customer placed their order, they were required to select a checkbox to signify their agreement to the sales terms and conditions which were presented at this time. These terms clarify, “In certain instances, a venue, promoter, or any entity putting on the event will require a ticket holder to relocate his or her seat or otherwise change the seating configuration in a manner beyond Vivid Seat's control. Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.”In regards to the market value, we would like to provide clarification. Customers are notified throughout the purchase process that all prices listed on our site are done so by the seller, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand and may be above face value. As with any live market, inventory is constantly changing. Prices will usually go up if there is limited availability for a popular event and typically drop if there are a lot of tickets left for an event that is quickly approaching. The market value is constantly fluctuating as ticket demand changes.Prior to receiving this claim, we thoroughly discussed this matter with our customer to address these concerns. At this time, a representative offered our customer a courtesy resolution in the interest of customer service; however, this offer was declined. Further information regarding the nature of our business and pricing can be found on the Frequently Asked Questions portion of our site. If our customer has additional questions regarding their order, we welcome them to contact us to provide clarification.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.
Hi,I filed a complaint yesterday against Vivid Seats.They called me last night and cancelled my order and made things right. I...
wish to remove the complaint, issue has been settled.Thank you.
Sincerely,
[redacted]
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with Ms[redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved. If Ms[redacted] 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, 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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, 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. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side, including number of tickets. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. 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. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. 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 been in contact with Mrs. Raheb regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mrs. Raheb may have, 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.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of [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. We are committed to providing the best possible customer...
service—and maintaining a simple, transparent listing process.As [redacted] stated, he received an email stating his tickets had sold on 5/10/2017. He was provided the option to confirm or reject the sale; at this time, [redacted] accepted this sale confirming that he would deliver the tickets as listed. When [redacted] listed these tickets, he was required to agree to the Seller Terms and Conditions. These terms clearly state that if a seller accepts a sale, “Vivid Seats is authorized by Seller to charge the credit or debit card or PayPal 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 discretion.” The Seller Terms also state Vivid Seats has the right to “recover all funds paid to Seller for the tickets as well as all funds expended to ensure that replacement tickets are secured or otherwise reach a resolution with a customer, including but not limited to internal administrative fees, shipping or rerouting charges, the cost of replacement tickets, refunds, customer relations and call center costs, credits, gift certificates, coupons, and other administrative costs.”Although [redacted] has indicated that an agent told him we would not cancel and waive the fees we would like to provide clarification. To ensure quality service is being provided, all communication is recorded and monitored at Vivid Seats. As such, we can confirm that [redacted]’s conversation with the seller services agent shortly after confirming this sale, and the conversations that followed, were handled professionally by our staff. The first agent [redacted] spoke to clarified that we could cancel his sale although he would remain liable for the charges that would ensue, per the terms and conditions. [redacted] disconnected from the call shortly thereafter. [redacted] later contacted us via our Live Chat application notifying us once again that he would like to reject this sale. As such, [redacted]'s sale was dropped and he was notified of the fees that would be applied.As [redacted] was unable to deliver the tickets as listed, payment was withheld and a charge was processed accordingly to cover the cost of replacement. As such, Vivid Seats has fully adhered to the Seller Terms and Conditions. At this time, we consider this matter closed. If [redacted] has any additional concerns he may contact us to discuss.Regards,Vivid Seats
Complaint: 12311097
I am rejecting this response because:I did not see the additional charges nor the total amount due prior to submitting the order. I would never have ordered tickets with over $200 in service charges. I would like all my f the fees returned or the order cancelled. Thank you, Ken
Sincerely,
Kenneth [redacted]