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.The Store Credit our customer referenced was processed on 9/23/2017 as a courtesy in the interest of customer service. This code was detailed in an email delivered to our customer on 9/23/2017 at 5:01 PM CST. Customers are able to enter this promotional code on the checkout page. If applicable to the order, a new order total will populate in accordance with the Store Credit code entered. An email containing the Store Credit code was re-delivered to our customer on 10/26/2017.It should be noted that our customer has since placed a new order with the Store Credit provided. As such, we consider this matter resolved and encourage our customer to contact us, referencing their order number, for any additional questions they may have.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:The issue is with the additional $80 charge for purchase of tickets. This fee is neither disclosed to specified when reviewing tickets. The tickets are offered at a price which is shown with no mention of a $5 processing fee and an $80 service fee. The customer thinks they are paying for the tickets listed, then without notice or mentioning a &85 fee is added. This is approaching illegal activities. After the section is submitted for pay is the consumer notified, then it is too late. I have no issues paying the owner of the tickets the price but the excess fees were hidden and not disclosed. The tickets could have been purchased at a much cheaper cost without a service fee at any other sales agency. I request reimbursement of the $80 as this company has purposely made their transactions to trap consumers as myself. This organization is a fraud as they offer one product then unknowingly to the consumer add additional hidden fees. This is wrong, not a customer friendly organization set out to profit through fraud and manipulating unaware consumers.
Sincerely,
Stephen Calderon
As stated in our previous response, we have reached out to [redacted], and both parties have found an amicable resolution. We consider this matter resolved. If [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
Thank you for reaching out to us. We spoke with Ms. [redacted] multiple times prior to this complaint. Vivid Seats always appreciate the opportunity to address a customer’s concerns and we would like to do that below. 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. On 04/10/16 Ms. [redacted] requested tickets to Memphis Grizzlies at Golden State Warriors (Fan Appreciation Night) happening on 4/13/16. The reseller of these tickets communicated to us that the tickets were no longer available, at which point we reached out to Ms. [redacted] and explained that the tickets were no longer available and offered her replacement tickets in the same section in a further row back. Our 100% Buyer Guarantee ensures that customers will receive comparable or upgraded tickets if their original request is no longer available, but due to the nature of our Market since nothing was available within our guarantee, we reached out to offer the closest comparable tickets that were available. It should also be noted that when we contacted Ms. [redacted] with this these tickets she accepted these replacement tickets. Only upon her accepting these tickets would we have acquired these for her. Upon her acceptance, we quickly acquired the tickets from the seller and provided Ms. [redacted] tickets for entry to the event. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” We have been in contact with Ms. [redacted] regarding this issue, but have been unable to reach an amicable resolution. Our goal is to help customers gain access to events they wish to see and we worked with Ms. [redacted] to provide her tickets. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed.Regards,Vivid Seats
Complaint: 12311913
I am rejecting this response because: This was a lot of money to throw away. I think you need to change your policies. If tickets are unused, a full or partial refund should be given back to the customer.
Sincerely,
Christina [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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. 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. After selecting the event they were interested, they navigated to the ticket listing page. The listing our customer selected clearly stated, "Section: 104 Row: 7." These order details were reiterated for our customer on the Login and checkout page prior to entering any payment information. No seat numbers are provided to customers at this time; this is a common occurrence in the industry. Although our customer has indicated that the listing was misleading, we would like to note that this is inaccurate as they received the exact tickets they selected, in Section: 104 Row: 7, immediately after the order was placed and prior to their event on 9/29/2018. Nevertheless, Vivid Seats has been in contact with our customer and as a one-time courtesy, we have reached an amicable resolution. As such, we consider this matter resolved and welcome our customer to contact us directly with any additional questions they may have.Regards,Vivid Seats
Thank you for your response regarding Ms. [redacted]’s concerns. Though Ms. [redacted] continues to press forward with this matter, Vivid Seats maintains that we have no affiliation with [redacted], therefore, we do not redirect their customers. Our records verify that Ms. [redacted] selected our site using a search engine, not [redacted]. Additionally, Vivid Seats' webdesign is distinctively unique while clearly identifies itself on the top of every page during the checkout process. As we have fully addressed Ms. [redacted]’s concerns and she was adequately informed regarding the nature of her purchase, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Ms. [redacted]'s statement about her tickets, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly. However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. [redacted]’s order was not one of these cases. Vivid Seats has been in contact with Ms. [redacted] prior to, and after receiving this complaint, and have reached a resolution that suits both parties. We hope that she considers Vivid Seats for her future ticketing needs and if Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. As such, we consider this matter resolved. 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. 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. As such, our policies do not always mirror those of [redacted] or the primary market. Though Ms. [redacted] was able to attend this event, Vivid Seats has since deemed this event cancelled. Our 100% Buyer Guarantee ensures that each customer will receive a refund if their event is cancelled outright.This information is stated in our Sales Terms and Conditions, and repeated on the checkout page with the following message: "Full refund for events that are canceled and not rescheduled." As such, Ms. [redacted] received a full refund that was issued on 11/21. This information should be available through Ms. [redacted]' financial institution in 3-5 business days. As such, we consider this matter resolved. Regards, Vivid Seats
Thank you for your response regarding this matter. Though Ms. [redacted] has stated that Vivid Seats did not attempt to contact her, this should be noted as inaccurate. Prior to sending our initial response to this claim, our agents called Ms. [redacted] once on 11/22/2016 and twice on 11/23/2016. All three attempts to contact Ms. [redacted] to offer an amicable resolution were unsuccessful. We encourage Ms. [redacted] to contact us, referencing her order number, should she wish to discuss this matter further. At this time, as her event has passed, we currently consider this matter closed. Regards, Vivid Seats
Complaint: 12351290
I am rejecting this response because there was not a total presented. I would recommend the Revdex.com try to buy tickets from their website so they can see that the fees are indeed NOT disclosed. These tickets are for a show scheduled for this Friday. I would gladly give them back if they refund me in full. Otherwise I'm asking that they refund the unauthorized $104 fee as I was never given the opportunity to approve of this. If the Revdex.com looks at other complaints, there are multiple problems with this issue, so it isn't just me - I am not making this up. Vivid is not being honest or ignoring a problem that has existed for some time with their ticket purchase protocol.
Sincerely,
Cheryl [redacted]
As we previously stated, Mr. [redacted] did not purchase his tickets on Vivid Seats. After a thorough investigation into the claim, we determined that both Vivid Seats and Mr. [redacted] were defrauded by an individual who is falsely claiming a relationship to Vivid Seats.We have no relationship with this individual and have contacted the proper authorities about this. As Mr. [redacted] is not a customer of Vivid Seats we encourage Mr. [redacted] to provide all information to the proper legal authorities.
Thank you for contacting us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Regarding Mr. [redacted]'s claim that the tickets he selected were set for Instant Download delivery prior to purchase, it should be noted that this is inaccurate. Delivery method is set by the seller of the tickets, not by Vivid Seats, and is completely dependent upon the original issuer of the tickets. Because Vivid Seats is a secondary marketplace and therefore has no affiliation with any venue or box office, delivery method is outside our purview. However, all tickets purchased on our website are backed by the full protection of our 100% Buyer Guarantee, which ensures that they will arrive in time for the event. Before Mr. [redacted] selected these particular tickets, the delivery method was shown as "Email," and the Estimated Ship Date for these tickets was 12/31/2016. This information was again clearly presented to Mr. [redacted] for his review prior to checkout.Mr. [redacted] has purchased tickets through our company in the past, and has not made us aware of any dissatisfaction with these previous purchases. When he contacted our customer service team to express his concerns regarding this order, Mr. [redacted] received reassurance of our 100% Buyer Guarantee, and was provided with options for places nearer to the venue where he would be able to print. This was part of our ongoing effort to provide Mr. [redacted] with the best customer service experience.Although he is not due a refund per the Sales Terms and Conditions agreed to prior to checkout, in the interest of customer service we have reached out to Mr. [redacted] and provided a courtesy resolution to this matter that was amicable to both parties. As such, we consider this matter resolved, and hope that Mr. [redacted] will continue to choose Vivid Seats for his future event ticket needs. If he has any further questions or concerns regarding this matter, we encourage him to reach out to a member of our customer service team.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: You have not addressed the issues of customers - hundreds of customers being misled - including us. We want our money back. We have already made it clear that we don't want the tickets, which were not delivered on time as promised. What happened to you?
Sincerely,
[redacted] And [redacted]
Complaint: 11534221
I am rejecting this response because:During checkout, the web page said Delivery date of tickets varied and were guaranteed to arrive in time for event. There was not a indication that the delivery date was 6/14 until an email was sent after the transaction.
Sincerely,
Robert [redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Ms. [redacted] has claimed that her tickets are counterfeit. However, it must be noted that this is inaccurate. Vivid Seats facilitates thousands of successful...
transactions each day, with customers who are able to gain entry to their events using tickets purchased through our site. 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 that 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. The tickets Ms. [redacted] selected were being sold by a licensed, professional ticket reseller, with an impeccable track record of providing valid tickets to a range of events. Ms. [redacted] is fully supported by the Vivid Seats 100% Buyer Guarantee that her tickets are authentic and valid for entry. Ms. [redacted] has in her possession the valid, authentic tickets she ordered. As such, we are unable to cancel her order or provide a refund, in accordance with the sales terms and conditions to which Ms. [redacted] agreed prior to checking out. 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 attempted to contact Ms. [redacted] in reference to her concerns, but we have been unable to reach her. It should be noted that in addition to this current claim, Ms. [redacted] has also filed a dispute with her credit card company regarding this order. Because of this dispute, we are unable to provide a resolution to this matter at this time. We encourage Ms. [redacted] to reach out to her financial institution in regards to the outcome of this dispute. As it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 01/03/2016, Mr. [redacted] purchased tickets to see AC/DC on 03/23/16. This event was later postponed by the artist and/or venue for a later date. On 03/07/16, we...
contacted Mr. [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 Mr. [redacted] 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 Mr. Kraft, 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 Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. 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.The Store Credit our customer referenced was processed on 9/23/2017 as a courtesy in the interest of customer service. This code was detailed in an email delivered to our customer on 9/23/2017 at 5:01 PM CST. Customers are able to enter this promotional code on the checkout page. If applicable to the order, a new order total will populate in accordance with the Store Credit code entered. An email containing the Store Credit code was re-delivered to our customer on 10/26/2017.It should be noted that our customer has since placed a new order with the Store Credit provided. As such, we consider this matter resolved and encourage our customer to contact us, referencing their order number, for any additional questions they may have.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:The issue is with the additional $80 charge for purchase of tickets. This fee is neither disclosed to specified when reviewing tickets. The tickets are offered at a price which is shown with no mention of a $5 processing fee and an $80 service fee. The customer thinks they are paying for the tickets listed, then without notice or mentioning a &85 fee is added. This is approaching illegal activities. After the section is submitted for pay is the consumer notified, then it is too late. I have no issues paying the owner of the tickets the price but the excess fees were hidden and not disclosed. The tickets could have been purchased at a much cheaper cost without a service fee at any other sales agency. I request reimbursement of the $80 as this company has purposely made their transactions to trap consumers as myself. This organization is a fraud as they offer one product then unknowingly to the consumer add additional hidden fees. This is wrong, not a customer friendly organization set out to profit through fraud and manipulating unaware consumers.
Sincerely,
Stephen Calderon
As stated in our previous response, we have reached out to [redacted], and both parties have found an amicable resolution. We consider this matter resolved. If [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
Thank you for reaching out to us. We spoke with Ms. [redacted] multiple times prior to this complaint. Vivid Seats always appreciate the opportunity to address a customer’s concerns and we would like to do that below. 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. On 04/10/16 Ms. [redacted] requested tickets to Memphis Grizzlies at Golden State Warriors (Fan Appreciation Night) happening on 4/13/16. The reseller of these tickets communicated to us that the tickets were no longer available, at which point we reached out to Ms. [redacted] and explained that the tickets were no longer available and offered her replacement tickets in the same section in a further row back. Our 100% Buyer Guarantee ensures that customers will receive comparable or upgraded tickets if their original request is no longer available, but due to the nature of our Market since nothing was available within our guarantee, we reached out to offer the closest comparable tickets that were available. It should also be noted that when we contacted Ms. [redacted] with this these tickets she accepted these replacement tickets. Only upon her accepting these tickets would we have acquired these for her. Upon her acceptance, we quickly acquired the tickets from the seller and provided Ms. [redacted] tickets for entry to the event. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” We have been in contact with Ms. [redacted] regarding this issue, but have been unable to reach an amicable resolution. Our goal is to help customers gain access to events they wish to see and we worked with Ms. [redacted] to provide her tickets. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed.Regards,Vivid Seats
Complaint: 12311913
I am rejecting this response because: This was a lot of money to throw away. I think you need to change your policies. If tickets are unused, a full or partial refund should be given back to the customer.
Sincerely,
Christina [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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. 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. After selecting the event they were interested, they navigated to the ticket listing page. The listing our customer selected clearly stated, "Section: 104 Row: 7." These order details were reiterated for our customer on the Login and checkout page prior to entering any payment information. No seat numbers are provided to customers at this time; this is a common occurrence in the industry. Although our customer has indicated that the listing was misleading, we would like to note that this is inaccurate as they received the exact tickets they selected, in Section: 104 Row: 7, immediately after the order was placed and prior to their event on 9/29/2018. Nevertheless, Vivid Seats has been in contact with our customer and as a one-time courtesy, we have reached an amicable resolution. As such, we consider this matter resolved and welcome our customer to contact us directly with any additional questions they may have.Regards,Vivid Seats
Thank you for your response regarding Ms. [redacted]’s concerns. Though Ms. [redacted] continues to press forward with this matter, Vivid Seats maintains that we have no affiliation with [redacted], therefore, we do not redirect their customers. Our records verify that Ms. [redacted] selected our site using a search engine, not [redacted]. Additionally, Vivid Seats' webdesign is distinctively unique while clearly identifies itself on the top of every page during the checkout process. As we have fully addressed Ms. [redacted]’s concerns and she was adequately informed regarding the nature of her purchase, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Ms. [redacted]'s statement about her tickets, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly. However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. [redacted]’s order was not one of these cases. Vivid Seats has been in contact with Ms. [redacted] prior to, and after receiving this complaint, and have reached a resolution that suits both parties. We hope that she considers Vivid Seats for her future ticketing needs and if Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. As such, we consider this matter resolved. 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. 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. As such, our policies do not always mirror those of [redacted] or the primary market. Though Ms. [redacted] was able to attend this event, Vivid Seats has since deemed this event cancelled. Our 100% Buyer Guarantee ensures that each customer will receive a refund if their event is cancelled outright.This information is stated in our Sales Terms and Conditions, and repeated on the checkout page with the following message: "Full refund for events that are canceled and not rescheduled." As such, Ms. [redacted] received a full refund that was issued on 11/21. This information should be available through Ms. [redacted]' financial institution in 3-5 business days. As such, we consider this matter resolved. Regards, Vivid Seats
Thank you for your response regarding this matter. Though Ms. [redacted] has stated that Vivid Seats did not attempt to contact her, this should be noted as inaccurate. Prior to sending our initial response to this claim, our agents called Ms. [redacted] once on 11/22/2016 and twice on 11/23/2016. All three attempts to contact Ms. [redacted] to offer an amicable resolution were unsuccessful. We encourage Ms. [redacted] to contact us, referencing her order number, should she wish to discuss this matter further. At this time, as her event has passed, we currently consider this matter closed. Regards, Vivid Seats
Complaint: 12351290
I am rejecting this response because there was not a total presented. I would recommend the Revdex.com try to buy tickets from their website so they can see that the fees are indeed NOT disclosed. These tickets are for a show scheduled for this Friday. I would gladly give them back if they refund me in full. Otherwise I'm asking that they refund the unauthorized $104 fee as I was never given the opportunity to approve of this. If the Revdex.com looks at other complaints, there are multiple problems with this issue, so it isn't just me - I am not making this up. Vivid is not being honest or ignoring a problem that has existed for some time with their ticket purchase protocol.
Sincerely,
Cheryl [redacted]
As we previously stated, Mr. [redacted] did not purchase his tickets on Vivid Seats. After a thorough investigation into the claim, we determined that both Vivid Seats and Mr. [redacted] were defrauded by an individual who is falsely claiming a relationship to Vivid Seats.We have no relationship with this individual and have contacted the proper authorities about this. As Mr. [redacted] is not a customer of Vivid Seats we encourage Mr. [redacted] to provide all information to the proper legal authorities.
Thank you for contacting us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Regarding Mr. [redacted]'s claim that the tickets he selected were set for Instant Download delivery prior to purchase, it should be noted that this is inaccurate. Delivery method is set by the seller of the tickets, not by Vivid Seats, and is completely dependent upon the original issuer of the tickets. Because Vivid Seats is a secondary marketplace and therefore has no affiliation with any venue or box office, delivery method is outside our purview. However, all tickets purchased on our website are backed by the full protection of our 100% Buyer Guarantee, which ensures that they will arrive in time for the event. Before Mr. [redacted] selected these particular tickets, the delivery method was shown as "Email," and the Estimated Ship Date for these tickets was 12/31/2016. This information was again clearly presented to Mr. [redacted] for his review prior to checkout.Mr. [redacted] has purchased tickets through our company in the past, and has not made us aware of any dissatisfaction with these previous purchases. When he contacted our customer service team to express his concerns regarding this order, Mr. [redacted] received reassurance of our 100% Buyer Guarantee, and was provided with options for places nearer to the venue where he would be able to print. This was part of our ongoing effort to provide Mr. [redacted] with the best customer service experience.Although he is not due a refund per the Sales Terms and Conditions agreed to prior to checkout, in the interest of customer service we have reached out to Mr. [redacted] and provided a courtesy resolution to this matter that was amicable to both parties. As such, we consider this matter resolved, and hope that Mr. [redacted] will continue to choose Vivid Seats for his future event ticket needs. If he has any further questions or concerns regarding this matter, we encourage him to reach out to a member of our customer service team.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: You have not addressed the issues of customers - hundreds of customers being misled - including us. We want our money back. We have already made it clear that we don't want the tickets, which were not delivered on time as promised. What happened to you?
Sincerely,
[redacted] And [redacted]
Complaint: 11534221
I am rejecting this response because:During checkout, the web page said Delivery date of tickets varied and were guaranteed to arrive in time for event. There was not a indication that the delivery date was 6/14 until an email was sent after the transaction.
Sincerely,
Robert [redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Ms. [redacted] has claimed that her tickets are counterfeit. However, it must be noted that this is inaccurate. Vivid Seats facilitates thousands of successful...
transactions each day, with customers who are able to gain entry to their events using tickets purchased through our site. 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 that 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. The tickets Ms. [redacted] selected were being sold by a licensed, professional ticket reseller, with an impeccable track record of providing valid tickets to a range of events. Ms. [redacted] is fully supported by the Vivid Seats 100% Buyer Guarantee that her tickets are authentic and valid for entry. Ms. [redacted] has in her possession the valid, authentic tickets she ordered. As such, we are unable to cancel her order or provide a refund, in accordance with the sales terms and conditions to which Ms. [redacted] agreed prior to checking out. 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 attempted to contact Ms. [redacted] in reference to her concerns, but we have been unable to reach her. It should be noted that in addition to this current claim, Ms. [redacted] has also filed a dispute with her credit card company regarding this order. Because of this dispute, we are unable to provide a resolution to this matter at this time. We encourage Ms. [redacted] to reach out to her financial institution in regards to the outcome of this dispute. As it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 01/03/2016, Mr. [redacted] purchased tickets to see AC/DC on 03/23/16. This event was later postponed by the artist and/or venue for a later date. On 03/07/16, we...
contacted Mr. [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 Mr. [redacted] 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 Mr. Kraft, 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 Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
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]