Complaint: [redacted]
I am rejecting this response because: Contact was first made on Friday, September 22nd- not 23rd via phone call to customer service. During that call the customer representative did guarantee the tickets would arrive before the start of the show on the 24th due to their 100% Guarantee which is readily visible on their website. When they hadn't arrived by the following day, we phoned again but this time we were placed on hold so long that we could not get through.Also, it should be noted that the "ticket transfer" is actually an email with a "code" that is sent to the specified address. That email was never received which is what prompted our initial call to customer service to see if a secondary email would work. This is when the customer representative replied that ticket arrival was guaranteed.
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. On 12/23/2015, Ms. [redacted] purchased tickets to see [redacted] on 03/08/16. This event was later postponed by the artist for a later date. On 03/08/16, we...
contacted Ms. [redacted] to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”Vivid Seats has been in contact with Ms. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response becauseI am writing the Revdex.com because the claim of Vivid Seat company is bogus. The company never attempted me to discuss my situation to their management team. I attempted to discuss my situation to many individuals but they also say that there is no higher level than them. I can even provide the names of the people that help me in that stadium that Sunday afternoon. Vivid sets have multiple complains from many individuals like me. They even forward the complaints to Revdex.com. The consumer like us needs help from companies like Vivid Seats. I wish I can forward my complaint to their CEO or the president of their company. Instead of me talking to their customer service representatives that claims nobody is higher than them. PLEASE HELP US Revdex.com FROM VIVID SEATS.
Sincerely,
[redacted]
Thank you for reaching out to us as we 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 aware of their purchase, 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, including the quantity of tickets. 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 on the right side that displays the quantity 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. 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. We have worked with Ms. [redacted] and reached an amicable resolution. We hope that she enjoys her event and if she has any further questions, she may contact our customer service team at any time.
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. Since receiving this notice, we have worked with Ms. [redacted] and have found an amicable resolution that suits all parties. However, we would like to take some time to address Ms. [redacted]'s concerns that lead to her filing this notice. In regards to Ms. [redacted]'s claim that seating locations were not disclosed prior to payment, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their ticket selections, 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, including any disclosures that the seller includes with the tickets. 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, disclosures, delivery and service fees, and the total charge highlighted in red.When Ms. [redacted] selected the listing she then chose to purchase, the 2 tickets in Orchestra 2 were in indicated to be in Row G/H. The disclosure included the note, "Piggyback Seats. Seats are directly in front of each other and not side by side." Ms. [redacted] was made fully aware throughout the selection process as well as check out process that she had chosen tickets in row G/H in Orchestra 2 that were noted to be "Piggyback seats."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. Sellers are notified as soon as an order is placed. 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.” Although we have reached an amicable resolution that satisfies all parties, our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they are interested in for Hamilton, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $1,300.81 highlighted in bold text. Although our customer has indicated otherwise, this information is fully disclosed before customers are asked to provide any credit card information. 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 credit card will be charged $1,300.81.” 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. The majority of any ticket sold goes directly to the seller, not Vivid Seats. 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 their order on 4/28/2017 for a production of Hamilton on 9/20/2017. Their valid tickets are currently out for delivery with the projected delivery date of 5/2/2017. As all order and pricing details were disclosed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee (www.vividseats.com/guarantee.html) 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.If issues do occur we investigate the claim with the customer and the seller. In this instance, the seller was able to provide solid proof from the venue that there were no issues for the customer to gain access to this even. Given these facts, we reached out to Ms. [redacted] to find a resolution that was amicable to both parties. At that time, which was prior to the submission of this complaint, Ms. [redacted] accepted this courtesy resolution. Since we reached a mutual resolution, we consider this matter closed and cannot honor the full refund Ms. [redacted] is requesting. If she has any additional questions, we encourage her to reach out to us directly.
Thank you for your response. We have provided Ms. [redacted] the tickets that she ordered as listed on our site. Although she continues to press forward, we have made multiple attempts to resolve this matter with her and each offered resolution has been declined. As it stands, we consider this matter closed.
Complaint: 11019504
I am rejecting this response because: I did finalize the sale as described and if what they described and is a "firm" policy then the business would not have told me I would only be required to pay a service fee. They were not in contact with me and left several voicemails which I returned only to be disconnected as their system didn't recognize the transaction I allegedly made. Regardless of the price of the ticket, I was about purchase these ticketes, accepted the terms but closed out of the website. On a sidebar, it's a shame how we allow ticket scalping and call it handling.
Sincerely,
Chris [redacted]
Thanks for providing this response. As we previously stated, our four-step checkout process sufficiently provides customers with multiple opportunities to review the details of their order. Additionally, no order can be placed on our site without the customer having been presented with, and agree to, the order total including all fees. Nevertheless, in the interest of customer service, Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price, the availability, and quantity of the tickets may change at any timeand sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website, including our frequently asked questions (http://support.vividseats.com/support/home). 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 Ms[redacted] regarding this issue, but have been unable to reach an amicable resolution after multiple attempts. While our management team is available to handle any additional concerns that Ms[redacted] may have, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Mr. [redacted] stated Vivid Seats...
causes sales to be cancelled and replaced at a higher price without reaching out to rectify the situation. To this, we'd like to provide clarification for scenarios in which this can occur. As outlined in our seller terms and conditions (https://www.vividseats.com/sellerterms.html), a seller must provide the buyer with the exact ticket(s) listed for sale, on or before the delivery date, and by the delivery method, contained in the listing. A seller must deliver tickets and may not change the specified delivery date after an order is placed. If an order is confirmed and cannot be delivered by the original method specified or if no method was specified, Seller must provide an alternate delivery method that ensures timely delivery and is acceptable to Vivid Seats and the buyer. If an agreement to the alternate method cannot be reached with the buyer, Vivid Seats may cancel the order and charge Seller with all associated costs incurred to resolve the issue to the buyer's satisfaction. Such failure to deliver tickets per the originally designated delivery method may be a violation of these Terms and Conditions and may subject the Seller to further penalties. Vivid Seats is committed to a safe and secure customer experience where every buyer receives the exact, valid and authentic ticket in time to attend an event. Vivid Seats requires sellers to also hold true to that same commitment and may investigate and/or impose penalties on a seller at any time based on any suspected or confirmed violation of these Terms and Conditions or any concern whatsoever, in Vivid Seats sole discretion, regarding a Seller's ability to satisfy any of its obligations and/or deliver tickets for confirmed orders. Vivid Seats is not required to investigate prior to taking action to ensure that a buyer receives the exact, valid and authentic ticket purchased, in time to attend an event. Vivid Seats has the right to remove any or all listings and/or cancel any or all confirmed order prior to delivery, for any reason and at its sole discretion, and to recover all funds paid to a 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. Vivid Seats may also levy a discretionary fine, in any amount, against sellers that violate these Terms and Conditions. Upon the cancellation of a confirmed order, Vivid Seats may be owed money from the seller. In order to ensure payment for expenses incurred as a result of a seller's violation of the Terms and Conditions, and as a commercially reasonably liquidated penalty, Vivid Seats is authorized by the 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. In addition, Vivid Seats reserves the right to take any action, or combination of actions, to recover funds expended in connection with an effort to resolve a customer issue arising out of a violation of these Terms and Conditions, without prior notice, in its sole discretion. Prior to his claim, we have been in contact with Mr. [redacted] to clarify this information and address each of his concerns. Mr. [redacted] agreed to these terms and conditions upon becoming a seller on our exchange and listing his inventory. Vivid Seats maintains that we have been consistent with our policies, and as such, we consider this matter closed. Should Mr. [redacted] have any additional concerns, we encourage him to contact us for further clarification. 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 their event details, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. The event location and date were reiterated for Ms. [redacted] on the event listing, ticket listing, Login, and Place Order page prior to confirming her purchase. Nevertheless, prior to receiving this claim, we have attempted to contact Ms. [redacted] to offer a one-time courtesy resolution which we believe will be an amicable resolution for both parties. We have been unsuccessful in reaching Ms. [redacted] and encourage her to contact us to discuss this resolution with a customer service manager.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. 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. 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. With regard to Mr. [redacted] concern about tickets being available before the tickets on the primary market were released to the general public, we would like to provide clarification. Tickets on the secondary market may become available to purchase prior to the primary market due to a number of possibilities; for instance, sellers may be season ticket holders or subscribers. Arrangements parties may have with box offices, venues, promoters, artists, or teams allow them to know in advance where they will acquire tickets.The tickets Mr. [redacted] purchased on 2/23/2017 were originally deemed E-tickets which can easily be emailed to customers. The seller of Mr. [redacted] tickets was later notified that the official venue had changed the delivery method for this event. Since Vivid Seats has no affiliation with the venue, such matters are outside of our purview. As such, Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. At this time we consider this matter resolved and encourage Ms. [redacted] to contact a member of our customer service team if he has any further questions or concerns regarding this order.Regards,Vivid Seats
Thank you for your response. Vivid Seats maintains that all pertinent order details, including the event date and location, were displayed prior to checkout. As we do not own or generate tickets as a primary source, we must adhere to an “all sales are final” policy” and are unable to cancel our customer’s order. Ms. [redacted] valid tickets were delivered to her via [redacted] prior to her event that took place on 6/18.2017. As we have fully addressed all of our customer’s concerns, we consider this matter closed and encourage her to contact our customer service department with any further concerns she may have.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 fully aware of the nature of their purchase, 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 Ms. [redacted] viewed ticket listings, she selected a listing for San Francisco Giants at Atlanta Braves on 6/21/2017. Once this listing was selected she continued to the Login page which displayed a detailed order summary on the right side reiterating the event details. After Ms. [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the event and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket 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 as soon as an order is placed we are unable to offer refunds or exchanges and must adhere to 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) stating, “All sales are final; there are no cancellations, returns, or exchanges. “ Also, during checkout, 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.” As the information regarding our “all sales are final” policy was adequately displayed, Ms. [redacted] was given multiple opportunities to review her order details prior to placing her order, and we have clarified why we are unable to exchange tickets, we currently consider this matter closed. We encourage her to contact our management team that is available to handle any additional concerns Ms. [redacted] may have. Regards, Vivid Seats
Thanks for reaching out to us. While we appreciate the opportunity to address our customer's concerns, with the information provided we are unable to locate an order from this individual. Nevertheless, we have unsubscribed the provided email address from our files. As such, we consider this matter...
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]
Complaint: 11129474
I am rejecting this response because:First and foremost, I do not have the tickets in my possession. When I called to dispute the matter, the customer service representative was unable to explain to me what I was charged. I never received and itemized receipt for the transaction and did not agree to pay over $100 in fees. When I clicked to purchase the tickets there was only two screens. One to select the ticket and one to check out. When I got the email that stated my card was charged, there was no breakdown of the tickets that were purchased and not explanation of the fees and taxes. The fees were never explained and the taxes were never outlined. When you purchase tickets I would expect complete transparency in the fees and taxes that were completed. I do not want anything to do with this product, and again do not have these tickets in my possession. I do not want to deal with a company that cannot explain what they are charging. Especially because the tickets were less than what was charged. I am completely unsatisfied and disappointed with the way that this is being handled.
Sincerely,
Grace [redacted]
Complaint: [redacted]
I am rejecting this response because: Contact was first made on Friday, September 22nd- not 23rd via phone call to customer service. During that call the customer representative did guarantee the tickets would arrive before the start of the show on the 24th due to their 100% Guarantee which is readily visible on their website. When they hadn't arrived by the following day, we phoned again but this time we were placed on hold so long that we could not get through.Also, it should be noted that the "ticket transfer" is actually an email with a "code" that is sent to the specified address. That email was never received which is what prompted our initial call to customer service to see if a secondary email would work. This is when the customer representative replied that ticket arrival was guaranteed.
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. On 12/23/2015, Ms. [redacted] purchased tickets to see [redacted] on 03/08/16. This event was later postponed by the artist for a later date. On 03/08/16, we...
contacted Ms. [redacted] to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”Vivid Seats has been in contact with Ms. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response becauseI am writing the Revdex.com because the claim of Vivid Seat company is bogus. The company never attempted me to discuss my situation to their management team. I attempted to discuss my situation to many individuals but they also say that there is no higher level than them. I can even provide the names of the people that help me in that stadium that Sunday afternoon. Vivid sets have multiple complains from many individuals like me. They even forward the complaints to Revdex.com. The consumer like us needs help from companies like Vivid Seats. I wish I can forward my complaint to their CEO or the president of their company. Instead of me talking to their customer service representatives that claims nobody is higher than them. PLEASE HELP US Revdex.com FROM VIVID SEATS.
Sincerely,
[redacted]
Thank you for reaching out to us as we 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 aware of their purchase, 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, including the quantity of tickets. 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 on the right side that displays the quantity 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. 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. We have worked with Ms. [redacted] and reached an amicable resolution. We hope that she enjoys her event and if she has any further questions, she may contact our customer service team at any time.
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. Since receiving this notice, we have worked with Ms. [redacted] and have found an amicable resolution that suits all parties. However, we would like to take some time to address Ms. [redacted]'s concerns that lead to her filing this notice. In regards to Ms. [redacted]'s claim that seating locations were not disclosed prior to payment, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their ticket selections, 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, including any disclosures that the seller includes with the tickets. 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, disclosures, delivery and service fees, and the total charge highlighted in red.When Ms. [redacted] selected the listing she then chose to purchase, the 2 tickets in Orchestra 2 were in indicated to be in Row G/H. The disclosure included the note, "Piggyback Seats. Seats are directly in front of each other and not side by side." Ms. [redacted] was made fully aware throughout the selection process as well as check out process that she had chosen tickets in row G/H in Orchestra 2 that were noted to be "Piggyback seats."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. Sellers are notified as soon as an order is placed. 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.” Although we have reached an amicable resolution that satisfies all parties, our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they are interested in for Hamilton, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $1,300.81 highlighted in bold text. Although our customer has indicated otherwise, this information is fully disclosed before customers are asked to provide any credit card information. 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 credit card will be charged $1,300.81.” 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. The majority of any ticket sold goes directly to the seller, not Vivid Seats. 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 their order on 4/28/2017 for a production of Hamilton on 9/20/2017. Their valid tickets are currently out for delivery with the projected delivery date of 5/2/2017. As all order and pricing details were disclosed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee (www.vividseats.com/guarantee.html) 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.If issues do occur we investigate the claim with the customer and the seller. In this instance, the seller was able to provide solid proof from the venue that there were no issues for the customer to gain access to this even. Given these facts, we reached out to Ms. [redacted] to find a resolution that was amicable to both parties. At that time, which was prior to the submission of this complaint, Ms. [redacted] accepted this courtesy resolution. Since we reached a mutual resolution, we consider this matter closed and cannot honor the full refund Ms. [redacted] is requesting. If she has any additional questions, we encourage her to reach out to us directly.
Complaint: 12352023
I am rejecting this response because:
Sincerely,
Kallori [redacted]
Thank you for your response. We have provided Ms. [redacted] the tickets that she ordered as listed on our site. Although she continues to press forward, we have made multiple attempts to resolve this matter with her and each offered resolution has been declined. As it stands, we consider this matter closed.
Complaint: 11019504
I am rejecting this response because: I did finalize the sale as described and if what they described and is a "firm" policy then the business would not have told me I would only be required to pay a service fee. They were not in contact with me and left several voicemails which I returned only to be disconnected as their system didn't recognize the transaction I allegedly made. Regardless of the price of the ticket, I was about purchase these ticketes, accepted the terms but closed out of the website. On a sidebar, it's a shame how we allow ticket scalping and call it handling.
Sincerely,
Chris [redacted]
Thanks for providing this response. As we previously stated, our four-step checkout process sufficiently provides customers with multiple opportunities to review the details of their order. Additionally, no order can be placed on our site without the customer having been presented with, and agree to, the order total including all fees. Nevertheless, in the interest of customer service, Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price, the availability, and quantity of the tickets may change at any timeand sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website, including our frequently asked questions (http://support.vividseats.com/support/home). 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 Ms[redacted] regarding this issue, but have been unable to reach an amicable resolution after multiple attempts. While our management team is available to handle any additional concerns that Ms[redacted] may have, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Mr. [redacted] stated Vivid Seats...
causes sales to be cancelled and replaced at a higher price without reaching out to rectify the situation. To this, we'd like to provide clarification for scenarios in which this can occur. As outlined in our seller terms and conditions (https://www.vividseats.com/sellerterms.html), a seller must provide the buyer with the exact ticket(s) listed for sale, on or before the delivery date, and by the delivery method, contained in the listing. A seller must deliver tickets and may not change the specified delivery date after an order is placed. If an order is confirmed and cannot be delivered by the original method specified or if no method was specified, Seller must provide an alternate delivery method that ensures timely delivery and is acceptable to Vivid Seats and the buyer. If an agreement to the alternate method cannot be reached with the buyer, Vivid Seats may cancel the order and charge Seller with all associated costs incurred to resolve the issue to the buyer's satisfaction. Such failure to deliver tickets per the originally designated delivery method may be a violation of these Terms and Conditions and may subject the Seller to further penalties. Vivid Seats is committed to a safe and secure customer experience where every buyer receives the exact, valid and authentic ticket in time to attend an event. Vivid Seats requires sellers to also hold true to that same commitment and may investigate and/or impose penalties on a seller at any time based on any suspected or confirmed violation of these Terms and Conditions or any concern whatsoever, in Vivid Seats sole discretion, regarding a Seller's ability to satisfy any of its obligations and/or deliver tickets for confirmed orders. Vivid Seats is not required to investigate prior to taking action to ensure that a buyer receives the exact, valid and authentic ticket purchased, in time to attend an event. Vivid Seats has the right to remove any or all listings and/or cancel any or all confirmed order prior to delivery, for any reason and at its sole discretion, and to recover all funds paid to a 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. Vivid Seats may also levy a discretionary fine, in any amount, against sellers that violate these Terms and Conditions. Upon the cancellation of a confirmed order, Vivid Seats may be owed money from the seller. In order to ensure payment for expenses incurred as a result of a seller's violation of the Terms and Conditions, and as a commercially reasonably liquidated penalty, Vivid Seats is authorized by the 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. In addition, Vivid Seats reserves the right to take any action, or combination of actions, to recover funds expended in connection with an effort to resolve a customer issue arising out of a violation of these Terms and Conditions, without prior notice, in its sole discretion. Prior to his claim, we have been in contact with Mr. [redacted] to clarify this information and address each of his concerns. Mr. [redacted] agreed to these terms and conditions upon becoming a seller on our exchange and listing his inventory. Vivid Seats maintains that we have been consistent with our policies, and as such, we consider this matter closed. Should Mr. [redacted] have any additional concerns, we encourage him to contact us for further clarification. 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 their event details, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. The event location and date were reiterated for Ms. [redacted] on the event listing, ticket listing, Login, and Place Order page prior to confirming her purchase. Nevertheless, prior to receiving this claim, we have attempted to contact Ms. [redacted] to offer a one-time courtesy resolution which we believe will be an amicable resolution for both parties. We have been unsuccessful in reaching Ms. [redacted] and encourage her to contact us to discuss this resolution with a customer service manager.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. 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. 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. With regard to Mr. [redacted] concern about tickets being available before the tickets on the primary market were released to the general public, we would like to provide clarification. Tickets on the secondary market may become available to purchase prior to the primary market due to a number of possibilities; for instance, sellers may be season ticket holders or subscribers. Arrangements parties may have with box offices, venues, promoters, artists, or teams allow them to know in advance where they will acquire tickets.The tickets Mr. [redacted] purchased on 2/23/2017 were originally deemed E-tickets which can easily be emailed to customers. The seller of Mr. [redacted] tickets was later notified that the official venue had changed the delivery method for this event. Since Vivid Seats has no affiliation with the venue, such matters are outside of our purview. As such, Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. At this time we consider this matter resolved and encourage Ms. [redacted] to contact a member of our customer service team if he has any further questions or concerns regarding this order.Regards,Vivid Seats
Thank you for your response. Vivid Seats maintains that all pertinent order details, including the event date and location, were displayed prior to checkout. As we do not own or generate tickets as a primary source, we must adhere to an “all sales are final” policy” and are unable to cancel our customer’s order. Ms. [redacted] valid tickets were delivered to her via [redacted] prior to her event that took place on 6/18.2017. As we have fully addressed all of our customer’s concerns, we consider this matter closed and encourage her to contact our customer service department with any further concerns she may have.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 fully aware of the nature of their purchase, 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 Ms. [redacted] viewed ticket listings, she selected a listing for San Francisco Giants at Atlanta Braves on 6/21/2017. Once this listing was selected she continued to the Login page which displayed a detailed order summary on the right side reiterating the event details. After Ms. [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the event and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket 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 as soon as an order is placed we are unable to offer refunds or exchanges and must adhere to 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) stating, “All sales are final; there are no cancellations, returns, or exchanges. “ Also, during checkout, 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.” As the information regarding our “all sales are final” policy was adequately displayed, Ms. [redacted] was given multiple opportunities to review her order details prior to placing her order, and we have clarified why we are unable to exchange tickets, we currently consider this matter closed. We encourage her to contact our management team that is available to handle any additional concerns Ms. [redacted] may have. Regards, Vivid Seats
Thanks for reaching out to us. While we appreciate the opportunity to address our customer's concerns, with the information provided we are unable to locate an order from this individual. Nevertheless, we have unsubscribed the provided email address from our files. As such, we consider this matter...
resolved.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]
Complaint: 11129474
I am rejecting this response because:First and foremost, I do not have the tickets in my possession. When I called to dispute the matter, the customer service representative was unable to explain to me what I was charged. I never received and itemized receipt for the transaction and did not agree to pay over $100 in fees. When I clicked to purchase the tickets there was only two screens. One to select the ticket and one to check out. When I got the email that stated my card was charged, there was no breakdown of the tickets that were purchased and not explanation of the fees and taxes. The fees were never explained and the taxes were never outlined. When you purchase tickets I would expect complete transparency in the fees and taxes that were completed. I do not want anything to do with this product, and again do not have these tickets in my possession. I do not want to deal with a company that cannot explain what they are charging. Especially because the tickets were less than what was charged. I am completely unsatisfied and disappointed with the way that this is being handled.
Sincerely,
Grace [redacted]