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, 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. In regards to Ms. [redacted]'s claim, it should be noted that Vivid Seats is a secondary marketplace, and therefore 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 confirmed 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 if their originally selected tickets are no longer available and no reasonable upgrades are available, based on Vivid Seats' discretion, they may be provided the opportunity to cancel. Because the hundreds of sellers on our network process thousands of orders each day, tickets may become unavailable during a customer's checkout process due to high demand. After investigating this matter, we have determined that Ms [redacted]’s order was one such case. The Buyer Guarantee goes into effect once an order has been confirmed, and in Ms. [redacted]'s case, her order was not confirmed because the seller notified us that the tickets she selected were no longer available, and as such, her payment was not processed. Vivid Seats spoke with Ms. [redacted] shortly after she placed her order to offer her potential replacements. Ms. [redacted] declined these offers and as a result the order was formally cancelled. Ms. [redacted] was notified as quickly as possible that these tickets were no longer available. We have addressed these concerns with Ms. [redacted] and if she wishes to contact us to purchase tickets to any future events, we will be readily available for that call. As it presently stands, we kept her informed through every step of the process, she opted to cancel the order, and as such, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: I am continuing to work with my credit card advisor on this. No more action to Revdex.com, but this company does have many complaints about them and I will NEVER use them again
Sincerely,
[redacted]
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]
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, 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. On 3/21/16 Mr. [redacted] placed an order for J[redacted] scheduled to happen on 3/26/16. Mr. [redacted]'s tickets were set for a Will Call pickup and we attempted to reach Mr. [redacted] for the required information to have this set up for him. There was information that was still required to be shipped to him in order for him to be able to pick up his tickets the day of the event. Mr. [redacted] indicated he would reach back out to us with the best address to ship this information. Since we did not receive any further correspondence from Mr. [redacted], on where to provide said information, our seller was unable to arrange for the tickets to be at will call under Mr. [redacted]’s name. We contacted Mr. [redacted] to inform him of this issue prior to the event and, in accordance with our 100% Buyer Guarantee, issued a full refund. In addition to submitting a full refund for Mr. [redacted] we offered an additional credit with our company, which was declined.We have been in contact with Mr. [redacted] regarding this issue and have offered all resolutions available. Our management team is available to handle any additional concerns that Mr. [redacted] may have.Regards,Vivid Seats
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
Thank you for reaching out to us in relation to 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 service. To maintain this high standard, sellers on our site are required to adhere to the Seller Terms and Conditions presented, and agreed-to, prior to listing tickets. The Seller Terms which were agreed to clearly state that a violation of the terms may result in Vivid Seats restricting a Seller's listing in any way, deny access to the Vivid Seats Marketplace, suspend or terminate a Seller account, and cancel pending transactions or payments. The fan seller listed tickets for an event and this listing later sold on 1/22/2018 at 7:15 AM CST. At this time, the fan seller was immediately notified of the sale and asked to either confirm or reject the sale. The Seller Terms clarify, "Upon receipt of an order, you must confirm or reject the order immediately." The following day, on 1/23/2018 at approximately 7:53 AM CST, the seller had not yet confirmed or rejected the order and therefore the sale was cancelled for the seller and penalties in accordance with the Seller Terms were applied. If our seller has any questions regarding this, we encourage them to contact us directly. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for your response. As we previously stated, Mr. [redacted]' listing was extended by our representative as a courtesy. Even though this service was provided, sellers are still responsible for ensuring their listings are up to date, on the site, and displayed as intended. As we've fully addressed Mr. [redacted]' concerns, and maintain that, per our seller terms, “Vivid Seats does not guarantee that your ticket(s) will sell and will not offer any compensation to you if they do not, regardless of the reason the ticket(s) did not sell.” As such, we consider this closed.Regards,Vivid Seats
Complaint: 12135946
I am rejecting this response because: $718.08 was not on total when I hit the submit button. $570 was!
Sincerely,
Darlene [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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s concern about her view having an obstruction, it should be noted that 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. As a marketplace, we require all sellers to list any and all disclosures that are on the tickets, including limited view. We confirmed that Ms. [redacted]’s tickets have no obstructions listed on the tickets. Any last-minute decisions regarding an obstruction are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations are clearly stated in the Sales Terms and Conditions that Ms. [redacted] agreed upon submitting her order: “Vivid Seats is acting as a ticket marketplace. This means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live events. It also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing group. Vivid Seats is not representing any official organizer of the events listed.”We have been in contact with Ms. [redacted] regarding this issue and have made multiple attempts to contact her in regards to providing a resolution to this issue, 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; as it currently stands, we consider this matter closed.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11730775, and find that this resolution is satisfactory to me.
Sincerely,
Ashley [redacted]
Complaint: [redacted]
I am rejecting this response because:Although my credit card company did refund the full purchase price the potential damage this error could have caused can not be measured in monetary terms. I could have been held responsible for the fraudulent ticket and even prosecuted which could have potentially destroyed my career as well as my life.
Sincerely,
[redacted]
Thank you for bringing this matter to our attention. Prior to receiving this complaint, the listing Mr. [redacted] has referred to was removed from our site. Additionally, it appears that Mr. [redacted] has not placed an order with Vivid Seats. Though the listing was valid and the seller will...
provide valid and authentic tickets to the customer who wishes to purchase them, the referred to listing was previously removed from our site. As such, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. 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, 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. 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. In order for Mr. [redacted] to complete the transaction a check box above the place order button must be selected, confirming that you agree to the terms and conditions, as well as clicking the place order button.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.”Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved, and if Mr. [redacted] has any further questions or concerns regarding 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 markete 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, and user-driven checkout process.Our customer has stated that they ordered tickets in section 140; this is inaccurate. 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. As our site is completely user-driven, all order details are either selected or in-put by the customer. When on the ticket listing page, our customer selected a listing in section 152 row 15, not section 140. Once our customer selected the tickets they were interested in for 2017 Cincinnati [redacted]l - 2 Day Pass, they continued to the Login page which displays a detailed order summary on the right side reiterating the section, row, and quantity. 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 repeats the location of the ticket location, displays the number and prices of their tickets, delivery and service fees, and the total charge of $395.53 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, “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 PayPal account will be charged $395.53.” 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 and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed this order on 6/2/2017 and received the exact tickets which they selected in section 152 on 6/7/2017 and 6/14/2017 prior to their event which is taking place on 7/28/2017 and 7/29/2017. Before receiving this claim, a customer service manager thoroughly clarified that our customer had not purchased section 140 but rather 152, the exact tickets which were received. In the interest of customer service for the initial issue, the manager offered a one-time courtesy resolution. Our customer accepted this offer as a positive resolution on 6/15/2017 though they have since filed this claim. As the exact tickets our customer selected were delivered prior to their event, a courtesy resolution was provided, and we have addressed our customer’s concerns, we consider this matter closed.Regards,Vivid Seats
Complaint: 12117717
I would hope BBC would consider the facts that I have stated , which strongly disagrees with Vivid On how they handle their business. Therefore giving them a negative rating based on customer dissatisfaction! !!! I still feel like I was scammed!!!!
I am rejecting this response because:
Sincerely,
Kurt [redacted]
Complaint: [redacted]
Again, policy is being quoted as if this was a standard purchase. Although I did purchase online and read your policy. I called and spoke to 2 representatives from Vivid and the first person did quote policy as to why she wouldn't give my money back and allow me to go buy tickets that would be secured. She said "At this point we have spoken to the seller and your tickets were confirmed." I understand your policy of cancellation but the rep said 1. she confirmed the seller had the tickets within your network 2. I was guaranteed tickets 3. She would not refund my money to allow me to go buy tickets from another source.4. I emphatically and continually stated the importance of these tickets and I was assured I would have them.5. I had important clients lined up for the event6. I purhcased hotel rooms for this event. They have a policy that did not allow me to cancel when Vivid notified me the day of the event that I would not have tickets. Vivid has caused damages to me from the lost reputation with clients but real money in the amount of my hotel rooms which was equal to the amount I am requesting.Listen to the recording. Understand that your rep acted outside your policy by ensuring the tickets and guaranteeing that we get them. If you are a big company, taking care of my and my request should not be a hard thing to do.After all, this has caused anguish and having to respond to these robotic emails is monotonous.
Sincerely,
Jeff [redacted]
Thank you for your response regarding this matter. As we have stated, Ms. [redacted] was notified of the rows which she was receiving. Recorded calls are for quality assurance and training purposes only, as such; we do not release such information to the public. As it was clarified to Ms. [redacted] multiple times that she was receiving rows J, L, and M, and she agreed that these rows were acceptable to her, we consider this matter closed. As we have addressed Ms. [redacted]’s concerns, we consider this matter closed. Regards, Vivid Seats
Initial Business Response /* (1000, 5, 2015/05/07) */
Vivid Seats has reached out to Mr.[redacted] and both parties have found an amicable resolution. We consider this matter resolved--and we hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any...
further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
Dan [redacted] Fri, May 8, 2015 at 11:07 AM
To: "Revdex.com (Do Not Reply To This Email Address)"
Cc: Vivid Seats [redacted], Vivid Seats , Vivid Seats Sales
Yes my complaint was resolved thank you
Sent from my iPhone
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, 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. In regards to Ms. [redacted]'s claim, it should be noted that Vivid Seats is a secondary marketplace, and therefore 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 confirmed 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 if their originally selected tickets are no longer available and no reasonable upgrades are available, based on Vivid Seats' discretion, they may be provided the opportunity to cancel. Because the hundreds of sellers on our network process thousands of orders each day, tickets may become unavailable during a customer's checkout process due to high demand. After investigating this matter, we have determined that Ms [redacted]’s order was one such case. The Buyer Guarantee goes into effect once an order has been confirmed, and in Ms. [redacted]'s case, her order was not confirmed because the seller notified us that the tickets she selected were no longer available, and as such, her payment was not processed. Vivid Seats spoke with Ms. [redacted] shortly after she placed her order to offer her potential replacements. Ms. [redacted] declined these offers and as a result the order was formally cancelled. Ms. [redacted] was notified as quickly as possible that these tickets were no longer available. We have addressed these concerns with Ms. [redacted] and if she wishes to contact us to purchase tickets to any future events, we will be readily available for that call. As it presently stands, we kept her informed through every step of the process, she opted to cancel the order, and as such, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: I am continuing to work with my credit card advisor on this. No more action to Revdex.com, but this company does have many complaints about them and I will NEVER use them again
Sincerely,
[redacted]
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]
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, 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. On 3/21/16 Mr. [redacted] placed an order for J[redacted] scheduled to happen on 3/26/16. Mr. [redacted]'s tickets were set for a Will Call pickup and we attempted to reach Mr. [redacted] for the required information to have this set up for him. There was information that was still required to be shipped to him in order for him to be able to pick up his tickets the day of the event. Mr. [redacted] indicated he would reach back out to us with the best address to ship this information. Since we did not receive any further correspondence from Mr. [redacted], on where to provide said information, our seller was unable to arrange for the tickets to be at will call under Mr. [redacted]’s name. We contacted Mr. [redacted] to inform him of this issue prior to the event and, in accordance with our 100% Buyer Guarantee, issued a full refund. In addition to submitting a full refund for Mr. [redacted] we offered an additional credit with our company, which was declined.We have been in contact with Mr. [redacted] regarding this issue and have offered all resolutions available. Our management team is available to handle any additional concerns that Mr. [redacted] may have.Regards,Vivid Seats
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
Thank you for reaching out to us in relation to 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 service. To maintain this high standard, sellers on our site are required to adhere to the Seller Terms and Conditions presented, and agreed-to, prior to listing tickets. The Seller Terms which were agreed to clearly state that a violation of the terms may result in Vivid Seats restricting a Seller's listing in any way, deny access to the Vivid Seats Marketplace, suspend or terminate a Seller account, and cancel pending transactions or payments. The fan seller listed tickets for an event and this listing later sold on 1/22/2018 at 7:15 AM CST. At this time, the fan seller was immediately notified of the sale and asked to either confirm or reject the sale. The Seller Terms clarify, "Upon receipt of an order, you must confirm or reject the order immediately." The following day, on 1/23/2018 at approximately 7:53 AM CST, the seller had not yet confirmed or rejected the order and therefore the sale was cancelled for the seller and penalties in accordance with the Seller Terms were applied. If our seller has any questions regarding this, we encourage them to contact us directly. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for your response. As we previously stated, Mr. [redacted]' listing was extended by our representative as a courtesy. Even though this service was provided, sellers are still responsible for ensuring their listings are up to date, on the site, and displayed as intended. As we've fully addressed Mr. [redacted]' concerns, and maintain that, per our seller terms, “Vivid Seats does not guarantee that your ticket(s) will sell and will not offer any compensation to you if they do not, regardless of the reason the ticket(s) did not sell.” As such, we consider this closed.Regards,Vivid Seats
Complaint: 12135946
I am rejecting this response because: $718.08 was not on total when I hit the submit button. $570 was!
Sincerely,
Darlene [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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s concern about her view having an obstruction, it should be noted that 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. As a marketplace, we require all sellers to list any and all disclosures that are on the tickets, including limited view. We confirmed that Ms. [redacted]’s tickets have no obstructions listed on the tickets. Any last-minute decisions regarding an obstruction are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations are clearly stated in the Sales Terms and Conditions that Ms. [redacted] agreed upon submitting her order: “Vivid Seats is acting as a ticket marketplace. This means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live events. It also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing group. Vivid Seats is not representing any official organizer of the events listed.”We have been in contact with Ms. [redacted] regarding this issue and have made multiple attempts to contact her in regards to providing a resolution to this issue, 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; as it currently stands, we consider this matter closed.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11730775, and find that this resolution is satisfactory to me.
Sincerely,
Ashley [redacted]
Complaint: [redacted]
I am rejecting this response because:Although my credit card company did refund the full purchase price the potential damage this error could have caused can not be measured in monetary terms. I could have been held responsible for the fraudulent ticket and even prosecuted which could have potentially destroyed my career as well as my life.
Sincerely,
[redacted]
Thank you for bringing this matter to our attention. Prior to receiving this complaint, the listing Mr. [redacted] has referred to was removed from our site. Additionally, it appears that Mr. [redacted] has not placed an order with Vivid Seats. Though the listing was valid and the seller will...
provide valid and authentic tickets to the customer who wishes to purchase them, the referred to listing was previously removed from our site. As such, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. 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, 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. 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. In order for Mr. [redacted] to complete the transaction a check box above the place order button must be selected, confirming that you agree to the terms and conditions, as well as clicking the place order button.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.”Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved, and if Mr. [redacted] has any further questions or concerns regarding 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 markete 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, and user-driven checkout process.Our customer has stated that they ordered tickets in section 140; this is inaccurate. 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. As our site is completely user-driven, all order details are either selected or in-put by the customer. When on the ticket listing page, our customer selected a listing in section 152 row 15, not section 140. Once our customer selected the tickets they were interested in for 2017 Cincinnati [redacted]l - 2 Day Pass, they continued to the Login page which displays a detailed order summary on the right side reiterating the section, row, and quantity. 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 repeats the location of the ticket location, displays the number and prices of their tickets, delivery and service fees, and the total charge of $395.53 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, “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 PayPal account will be charged $395.53.” 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 and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed this order on 6/2/2017 and received the exact tickets which they selected in section 152 on 6/7/2017 and 6/14/2017 prior to their event which is taking place on 7/28/2017 and 7/29/2017. Before receiving this claim, a customer service manager thoroughly clarified that our customer had not purchased section 140 but rather 152, the exact tickets which were received. In the interest of customer service for the initial issue, the manager offered a one-time courtesy resolution. Our customer accepted this offer as a positive resolution on 6/15/2017 though they have since filed this claim. As the exact tickets our customer selected were delivered prior to their event, a courtesy resolution was provided, and we have addressed our customer’s concerns, we consider this matter closed.Regards,Vivid Seats
Complaint: 12117717
I would hope BBC would consider the facts that I have stated , which strongly disagrees with Vivid On how they handle their business. Therefore giving them a negative rating based on customer dissatisfaction! !!! I still feel like I was scammed!!!!
I am rejecting this response because:
Sincerely,
Kurt [redacted]
Complaint: [redacted]
Again, policy is being quoted as if this was a standard purchase. Although I did purchase online and read your policy. I called and spoke to 2 representatives from Vivid and the first person did quote policy as to why she wouldn't give my money back and allow me to go buy tickets that would be secured. She said "At this point we have spoken to the seller and your tickets were confirmed." I understand your policy of cancellation but the rep said 1. she confirmed the seller had the tickets within your network 2. I was guaranteed tickets 3. She would not refund my money to allow me to go buy tickets from another source.4. I emphatically and continually stated the importance of these tickets and I was assured I would have them.5. I had important clients lined up for the event6. I purhcased hotel rooms for this event. They have a policy that did not allow me to cancel when Vivid notified me the day of the event that I would not have tickets. Vivid has caused damages to me from the lost reputation with clients but real money in the amount of my hotel rooms which was equal to the amount I am requesting.Listen to the recording. Understand that your rep acted outside your policy by ensuring the tickets and guaranteeing that we get them. If you are a big company, taking care of my and my request should not be a hard thing to do.After all, this has caused anguish and having to respond to these robotic emails is monotonous.
Sincerely,
Jeff [redacted]
Thank you for your response regarding this matter. As we have stated, Ms. [redacted] was notified of the rows which she was receiving. Recorded calls are for quality assurance and training purposes only, as such; we do not release such information to the public. As it was clarified to Ms. [redacted] multiple times that she was receiving rows J, L, and M, and she agreed that these rows were acceptable to her, we consider this matter closed. As we have addressed Ms. [redacted]’s concerns, we consider this matter closed. Regards, Vivid Seats
Initial Business Response /* (1000, 5, 2015/05/07) */
Vivid Seats has reached out to Mr.[redacted] and both parties have found an amicable resolution. We consider this matter resolved--and we hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any...
further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
Dan [redacted] Fri, May 8, 2015 at 11:07 AM
To: "Revdex.com (Do Not Reply To This Email Address)"
Cc: Vivid Seats [redacted], Vivid Seats , Vivid Seats Sales
Yes my complaint was resolved thank you
Sent from my iPhone