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
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
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]
Thank you for reaching out to us regarding the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. We operate on the secondary market and maintain one of the largest seller networks in the industry. Our mission is to connect customers with individual...
ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] has claimed that Vivid Seats provides $10 off all orders over $50. It should be noted that Vivid Seats does offer promotional discounts, but these are not automatically applied. Rather, these can be redeemed by following a link in an advertisement or by entering a promotional code at checkout. Mr. [redacted] did not redeem a promotional code prior to making his purchase, as reflected by the total he was shown prior to checkout. Regarding his claim that he was not made aware of the fees for his order prior to purchase, it should be noted that this is inaccurate. Our sales policies, including our “all sales are final” policy, were disclosed throughout the purchase process and displayed at checkout with the message “All sales are final.” When Mr. [redacted] selected tickets and was taken to our checkout page, he was directed to review his itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price in bold text. Mr. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total. Additionally, he was presented with the bold-text message “All sales are final." Directly above the "place order" button, the message "I agree to the sales terms and conditions above" was stated in bold text, along with a check box that Mr. [redacted] selected in order to continue with checkout. During this process, he was shown an even more in-depth order summary that displayed the quantity and price of his tickets, delivery and service fees, and the total charge. Mr. [redacted]'s valid, authentic tickets were delivered to him seconds after his order was placed, and he downloaded them on the same day. As such, Vivid Seats has acted in full accordance with the agreed-to Sales Terms and Conditions, and has upheld our 100% Buyer Guarantee. Although not required to do so, in the interest of customer service we have reached out to Mr. [redacted] several times in an attempt to provide a resolution to this matter. However, Mr. [redacted] has since informed us by email that he will be choosing not to discuss this matter with us. If Mr. [redacted] would like to discuss a resolution to this matter, or has any further questions or concerns, we encourage him to contact our customer service team. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. 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 prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their personal assessments of a range of market factors such as customer demand. On every ticket listing page it states, “Prices set by sellers, may be over face-value. Seats are together, unless noted.” Prior to receiving this complaint, we were in contact with Mr. [redacted] and provided a resolution that was amicable for both parties. As such, we consider this matter resolved. We encourage Mr. [redacted] to contact a member of our customer service department with any additional concerns. 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,
Yajaira [redacted]
Complaint: 12692751
I am rejecting this response because: If they took the time and trouble to look, this was an exception to the rule of many successful transactions over the years. They ended up being paid for the transaction in question, and should reasonably deduct that it was a fluke, never to be repeated. Their short-sightedness in this matter on their part is astounding.
Sincerely,
Ronald [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. Although our customer has stated that they purchased E-Tickets, this is inaccurate. When on the ticket listing page, our customer selected the listing they were interested in which was classified as Paperless tickets and the estimated Delivery Date of 8/1/2017. Once selected, our customer continued to the Log-In page and proceeded to the Shipping and Delivery portion of checkout. Here our customer selected Special Delivery, not Email Delivery. Below this selection our customer was provided with a hyperlink which specified the details of Special Delivery. Further information is available on the Frequently Asked Questions portion of our site. Our customer then proceeded to select a checkbox agreeing to our sales terms and conditions and placed their order on 2/13/2017.Our customer later verified their shipping address via email on 2/15/2017 in response to an email which reiterated the tickets would be shipped via UPS. On 8/1/2017, the listed expected delivery date, our customer received an email with a UPS tracking number, [redacted], to monitor delivery. After the tickets were successfully delivered on 8/3/2017, we received an email from our customer with inquiries regarding the gift card they received. On 8/4/2017, a day before the event, a representative addressed these concerns and clarified Paperless tickets.This representative clarified that Paperless tickets means that the tickets are associated with the card which was used on the original purchase from the primary market and do not exist in printed form. This ticket type is often selected by the primary issuer with which Vivid Seats has no affiliation and therefore lies outside of our purview. The gift card our customer received was to be brought to the venue and carried no balance so can be disposed of after the event. This ticket type is similar to a traditional ticket as customers bring the card to the ticket attendant at the gate; once swiped, customers receive a print out of the seat location from the attendant and proceed to their seats.As our customer was sufficiently notified prior to her purchase that her tickets were Paperless, and was provided clarification regarding how to facilitate the Paperless tickets prior to her event, which has since passed, we consider this matter closed. If our customer has additional questions regarding this order, we welcome them to contact our customer service to provide assistance.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 marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers; however, in rare instances mistakes may occur. Our customer placed their order on 6/17/2017 at 5:03 AM CST and the seller delivered tickets at 7:02 AM CST. It was later discovered that the seller provided tickets to the incorrect event. We then attempted to contact our customer to clarify but were unsuccessful in contacting them. We then provided valid tickets on 6/18/2017 which were downloaded by our customer at 11:14 AM CST prior to their event later that afternoon.Nevertheless, we have reached out to our customer via email and provided a resolution. As such, we consider this matter resolved. Any further concerns our customer may have can be directed to our customer service department.Regards,Vivid Seats
Thank you for getting back to us. Although Ms. [redacted] continues to press forward with this matter, we are not, due to the nature of our business, able to offer refunds once a sale has been completed. Therefore, we must enforce our “all sales are final” policy that was agreed to by the purchaser prior to checkout. As indicated in our previous response, the tickets Ms. [redacted] and the purchaser elected to purchase were provided as described in the listing.In regards to Ms. [redacted]'s claim that a shipping error occurred, it should be noted that we communicated promptly and continuously with the purchaser regarding the delivery process. Therefore, we have acted in full accordance with our Sales Terms and Conditions which were agreed to by the purchaser prior to checkout, and which state that the customer will receive the tickets in time for the event.Due to the transparency of our checkout process, we maintain that Ms. [redacted] and the purchaser were not misled regarding the nature of their tickets. As they were valid for entry and the complainants used the tickets to attend the event, we are unable to cancel or refund the order. Although not required by our terms and conditions to do so, we did offer a resolution to this matter, which was refused by Ms. [redacted]. If Ms. [redacted] has any additional concerns or would like to accept the resolution offered, we encourage her to reach out to our management team directly through the correspondence provided to her. As it stands, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Gregory [redacted] Sorry for your response....like stated on my iPad charges were much lower than final charges and also got charged overnite fees that were bogus...tried to call vivid seats right after charges were discovered at 9:50 but was hung up on...also delivery date was to far in advance...tickets did not come overnite...you broke the contract.contacted credit card and discussed with them that vivid seats was scamming and they said they knew all about vivid seats...they can work it out with the bank.
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. It should be noted that when Mr. [redacted] filed this complaint he had not yet placed an order with Vivid Seats. However, Vivid Seats has been in contact with Mr. [redacted] to address his concerns and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this order, we encourage him to contact a member of our customer service team. Regards, Vivid Seats
Thank you for your response regarding this matter. As we previously stated, Vivid Seats does not control the In-Hand Date, this date is simplygiven as an estimated delivery date set by the individual seller. Our sales terms clearly state,"Vivid Seats reserves the right to change the delivery method, at its sole discretion, and may deliver tickets for any order up to one (1) hour prior to the event start time listed on the tickets." However, tickets are typically delivered close to the estimated date given. As Ms. [redacted]’s desired settlement has been obtained and her event has since passed, 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.Although our customer has indicated that their tickets were not delivered, this is inaccurate. Our checkout process provides customers with multiple opportunities to review the details of their order. During the checkout process, customers are prompted to enter an email address to create a Vivid Seats account. As our customer selected Electronic Transfer tickets, tickets would be transferred to a third party site and our customer would be prompted to create an account with the same email address entered during checkout. Our customer placed their order on 7/28/2017 and the seller on the order transferred these tickets to the email address on file on 9/25/2017 prior to the event on 10/8/2017.We were first contacted by our customer the day of their event. At this time, it was discovered that the email address our customer entered at the time of purchase contained a typographical error. As Vivid Seats and the seller provided tickets to the customer in accordance with the information provided, we have fully adhered to the sales terms and conditions. Nevertheless, as a one-time courtesy, stepping outside of the agreed to “all sales are final” policy, we provided our customer with a resolution in the interest of customer service. This was detailed in an email provided to our customer on 10/11/2017. As such, we consider this matter resolved and welcome our customer to contact us directly should they have any additional questions pertaining to their order.Regards,Vivid Seats
Thank you for reaching out to us. While we would like to address Ms. [redacted] concerns, with the information provided we are currently unable to locate her order. We request that an order number be provided or Ms. [redacted] review her account statement to ensure this order was placed with Vivid...
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, both parties have found an amicable resolution. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers...
who are fully aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAs previously stated Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service teamRegards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12601258, and find that this resolution is satisfactory to me.
Sincerely,
William Michael [redacted]
Although Ms. [redacted] continues to press forward, we must reiterate that the tickets were provided on May 5th, 2016, ahead of the event that took place on May 7th. Our customer service team attempted to contact Ms. [redacted] on the day of the event and even after the event, but have been unable to reach her. We encourage her to contact us with the correspondence provided on our website so we may discuss this matter further. As it stands, we have addressed Ms. [redacted]'s concerns and 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.Although this claim has been filed by Ms. [redacted], our records verify that Ms. [redacted] placed the referenced order. Ms. [redacted] has indicated that they were charged a different amount then what was displayed; this is inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Our customer was presented with listings, the price per ticket, and the quantity available. Once our customer selected the listing they were interested in for Metallica with Avenged Sevenfold, they continued to the Login page which displays a detailed order summary on the right side restating the price per ticket. 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 $597.46 highlighted in bold text. Although Ms. [redacted] has indicated otherwise, this order total was displayed to Ms. [redacted] prior to entering 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 checkbox 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 $597.46.” Ms. [redacted] then proceeded to select “Place Order”, at which time her order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Ms. [redacted]’s valid tickets were delivered immediately after the order was placed before their event later that evening. Prior to receiving this claim, Vivid Seats spoke with our customer on this matter and offered a courtesy resolution, stepping outside of the agreed upon terms, in an attempt to reach an amicable resolution. This offer, however, was declined. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. On 9/27, Ms. [redacted] purchased tickets to see [redacted] on 10/9. This event was later rescheduled for 1/29/17. Ms. [redacted] reached out to us about this date change and indicated that she would no longer be...
able to attend. It should be noted that Ms. [redacted] was not due to receive a refund for a rescheduled event, per the policy agreed to at checkout which states, “If an event is canceled with no rescheduled date, you are naturally entitled to a full refund of the purchase price, including delivery charges. For events that are rescheduled, we will assist you with any ticket reissuing concerns or help you sell your tickets if the new date is no longer desirable to you.” This policy is in place with the goal of ensuring that our customers can attend the event they originally selected.Prior to receiving this complaint, in the interest of customer service, we resolved this matter with Ms. [redacted] and hope she will choose Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us, 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
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
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]
Thank you for reaching out to us regarding the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. We operate on the secondary market and maintain one of the largest seller networks in the industry. Our mission is to connect customers with individual...
ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] has claimed that Vivid Seats provides $10 off all orders over $50. It should be noted that Vivid Seats does offer promotional discounts, but these are not automatically applied. Rather, these can be redeemed by following a link in an advertisement or by entering a promotional code at checkout. Mr. [redacted] did not redeem a promotional code prior to making his purchase, as reflected by the total he was shown prior to checkout. Regarding his claim that he was not made aware of the fees for his order prior to purchase, it should be noted that this is inaccurate. Our sales policies, including our “all sales are final” policy, were disclosed throughout the purchase process and displayed at checkout with the message “All sales are final.” When Mr. [redacted] selected tickets and was taken to our checkout page, he was directed to review his itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price in bold text. Mr. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total. Additionally, he was presented with the bold-text message “All sales are final." Directly above the "place order" button, the message "I agree to the sales terms and conditions above" was stated in bold text, along with a check box that Mr. [redacted] selected in order to continue with checkout. During this process, he was shown an even more in-depth order summary that displayed the quantity and price of his tickets, delivery and service fees, and the total charge. Mr. [redacted]'s valid, authentic tickets were delivered to him seconds after his order was placed, and he downloaded them on the same day. As such, Vivid Seats has acted in full accordance with the agreed-to Sales Terms and Conditions, and has upheld our 100% Buyer Guarantee. Although not required to do so, in the interest of customer service we have reached out to Mr. [redacted] several times in an attempt to provide a resolution to this matter. However, Mr. [redacted] has since informed us by email that he will be choosing not to discuss this matter with us. If Mr. [redacted] would like to discuss a resolution to this matter, or has any further questions or concerns, we encourage him to contact our customer service team. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. 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 prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their personal assessments of a range of market factors such as customer demand. On every ticket listing page it states, “Prices set by sellers, may be over face-value. Seats are together, unless noted.” Prior to receiving this complaint, we were in contact with Mr. [redacted] and provided a resolution that was amicable for both parties. As such, we consider this matter resolved. We encourage Mr. [redacted] to contact a member of our customer service department with any additional concerns. 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,
Yajaira [redacted]
Complaint: 12692751
I am rejecting this response because: If they took the time and trouble to look, this was an exception to the rule of many successful transactions over the years. They ended up being paid for the transaction in question, and should reasonably deduct that it was a fluke, never to be repeated. Their short-sightedness in this matter on their part is astounding.
Sincerely,
Ronald [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. Although our customer has stated that they purchased E-Tickets, this is inaccurate. When on the ticket listing page, our customer selected the listing they were interested in which was classified as Paperless tickets and the estimated Delivery Date of 8/1/2017. Once selected, our customer continued to the Log-In page and proceeded to the Shipping and Delivery portion of checkout. Here our customer selected Special Delivery, not Email Delivery. Below this selection our customer was provided with a hyperlink which specified the details of Special Delivery. Further information is available on the Frequently Asked Questions portion of our site. Our customer then proceeded to select a checkbox agreeing to our sales terms and conditions and placed their order on 2/13/2017.Our customer later verified their shipping address via email on 2/15/2017 in response to an email which reiterated the tickets would be shipped via UPS. On 8/1/2017, the listed expected delivery date, our customer received an email with a UPS tracking number, [redacted], to monitor delivery. After the tickets were successfully delivered on 8/3/2017, we received an email from our customer with inquiries regarding the gift card they received. On 8/4/2017, a day before the event, a representative addressed these concerns and clarified Paperless tickets.This representative clarified that Paperless tickets means that the tickets are associated with the card which was used on the original purchase from the primary market and do not exist in printed form. This ticket type is often selected by the primary issuer with which Vivid Seats has no affiliation and therefore lies outside of our purview. The gift card our customer received was to be brought to the venue and carried no balance so can be disposed of after the event. This ticket type is similar to a traditional ticket as customers bring the card to the ticket attendant at the gate; once swiped, customers receive a print out of the seat location from the attendant and proceed to their seats.As our customer was sufficiently notified prior to her purchase that her tickets were Paperless, and was provided clarification regarding how to facilitate the Paperless tickets prior to her event, which has since passed, we consider this matter closed. If our customer has additional questions regarding this order, we welcome them to contact our customer service to provide assistance.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 marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers; however, in rare instances mistakes may occur. Our customer placed their order on 6/17/2017 at 5:03 AM CST and the seller delivered tickets at 7:02 AM CST. It was later discovered that the seller provided tickets to the incorrect event. We then attempted to contact our customer to clarify but were unsuccessful in contacting them. We then provided valid tickets on 6/18/2017 which were downloaded by our customer at 11:14 AM CST prior to their event later that afternoon.Nevertheless, we have reached out to our customer via email and provided a resolution. As such, we consider this matter resolved. Any further concerns our customer may have can be directed to our customer service department.Regards,Vivid Seats
Thank you for getting back to us. Although Ms. [redacted] continues to press forward with this matter, we are not, due to the nature of our business, able to offer refunds once a sale has been completed. Therefore, we must enforce our “all sales are final” policy that was agreed to by the purchaser prior to checkout. As indicated in our previous response, the tickets Ms. [redacted] and the purchaser elected to purchase were provided as described in the listing.In regards to Ms. [redacted]'s claim that a shipping error occurred, it should be noted that we communicated promptly and continuously with the purchaser regarding the delivery process. Therefore, we have acted in full accordance with our Sales Terms and Conditions which were agreed to by the purchaser prior to checkout, and which state that the customer will receive the tickets in time for the event.Due to the transparency of our checkout process, we maintain that Ms. [redacted] and the purchaser were not misled regarding the nature of their tickets. As they were valid for entry and the complainants used the tickets to attend the event, we are unable to cancel or refund the order. Although not required by our terms and conditions to do so, we did offer a resolution to this matter, which was refused by Ms. [redacted]. If Ms. [redacted] has any additional concerns or would like to accept the resolution offered, we encourage her to reach out to our management team directly through the correspondence provided to her. As it stands, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Gregory [redacted] Sorry for your response....like stated on my iPad charges were much lower than final charges and also got charged overnite fees that were bogus...tried to call vivid seats right after charges were discovered at 9:50 but was hung up on...also delivery date was to far in advance...tickets did not come overnite...you broke the contract.contacted credit card and discussed with them that vivid seats was scamming and they said they knew all about vivid seats...they can work it out with the bank.
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. It should be noted that when Mr. [redacted] filed this complaint he had not yet placed an order with Vivid Seats. However, Vivid Seats has been in contact with Mr. [redacted] to address his concerns and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this order, we encourage him to contact a member of our customer service team. Regards, Vivid Seats
Thank you for your response regarding this matter. As we previously stated, Vivid Seats does not control the In-Hand Date, this date is simplygiven as an estimated delivery date set by the individual seller. Our sales terms clearly state,"Vivid Seats reserves the right to change the delivery method, at its sole discretion, and may deliver tickets for any order up to one (1) hour prior to the event start time listed on the tickets." However, tickets are typically delivered close to the estimated date given. As Ms. [redacted]’s desired settlement has been obtained and her event has since passed, 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.Although our customer has indicated that their tickets were not delivered, this is inaccurate. Our checkout process provides customers with multiple opportunities to review the details of their order. During the checkout process, customers are prompted to enter an email address to create a Vivid Seats account. As our customer selected Electronic Transfer tickets, tickets would be transferred to a third party site and our customer would be prompted to create an account with the same email address entered during checkout. Our customer placed their order on 7/28/2017 and the seller on the order transferred these tickets to the email address on file on 9/25/2017 prior to the event on 10/8/2017.We were first contacted by our customer the day of their event. At this time, it was discovered that the email address our customer entered at the time of purchase contained a typographical error. As Vivid Seats and the seller provided tickets to the customer in accordance with the information provided, we have fully adhered to the sales terms and conditions. Nevertheless, as a one-time courtesy, stepping outside of the agreed to “all sales are final” policy, we provided our customer with a resolution in the interest of customer service. This was detailed in an email provided to our customer on 10/11/2017. As such, we consider this matter resolved and welcome our customer to contact us directly should they have any additional questions pertaining to their order.Regards,Vivid Seats
Thank you for reaching out to us. While we would like to address Ms. [redacted] concerns, with the information provided we are currently unable to locate her order. We request that an order number be provided or Ms. [redacted] review her account statement to ensure this order was placed with Vivid...
Seats.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, both parties have found an amicable resolution. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers...
who are fully aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAs previously stated Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service teamRegards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12601258, and find that this resolution is satisfactory to me.
Sincerely,
William Michael [redacted]
Although Ms. [redacted] continues to press forward, we must reiterate that the tickets were provided on May 5th, 2016, ahead of the event that took place on May 7th. Our customer service team attempted to contact Ms. [redacted] on the day of the event and even after the event, but have been unable to reach her. We encourage her to contact us with the correspondence provided on our website so we may discuss this matter further. As it stands, we have addressed Ms. [redacted]'s concerns and 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.Although this claim has been filed by Ms. [redacted], our records verify that Ms. [redacted] placed the referenced order. Ms. [redacted] has indicated that they were charged a different amount then what was displayed; this is inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Our customer was presented with listings, the price per ticket, and the quantity available. Once our customer selected the listing they were interested in for Metallica with Avenged Sevenfold, they continued to the Login page which displays a detailed order summary on the right side restating the price per ticket. 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 $597.46 highlighted in bold text. Although Ms. [redacted] has indicated otherwise, this order total was displayed to Ms. [redacted] prior to entering 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 checkbox 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 $597.46.” Ms. [redacted] then proceeded to select “Place Order”, at which time her order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Ms. [redacted]’s valid tickets were delivered immediately after the order was placed before their event later that evening. Prior to receiving this claim, Vivid Seats spoke with our customer on this matter and offered a courtesy resolution, stepping outside of the agreed upon terms, in an attempt to reach an amicable resolution. This offer, however, was declined. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. On 9/27, Ms. [redacted] purchased tickets to see [redacted] on 10/9. This event was later rescheduled for 1/29/17. Ms. [redacted] reached out to us about this date change and indicated that she would no longer be...
able to attend. It should be noted that Ms. [redacted] was not due to receive a refund for a rescheduled event, per the policy agreed to at checkout which states, “If an event is canceled with no rescheduled date, you are naturally entitled to a full refund of the purchase price, including delivery charges. For events that are rescheduled, we will assist you with any ticket reissuing concerns or help you sell your tickets if the new date is no longer desirable to you.” This policy is in place with the goal of ensuring that our customers can attend the event they originally selected.Prior to receiving this complaint, in the interest of customer service, we resolved this matter with Ms. [redacted] and hope she will choose Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats