Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service.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. This process was disclosed and made transparent throughout Ms. [redacted]'s checkout process. 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. This policy was described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html), to which Ms. [redacted] agreed prior to checking out. Also before checkout, the following message was displayed directly above the box that Ms. [redacted] checked 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.”In the extremely rare instance that we receive a report of tickets being invalid, Vivid Seats acts swiftly to conduct a thorough investigation of the matter. If the customer's claim is substantiated, our 100% Buyer Guarantee ensures that the customer will receive a refund for their order. In the case of Ms. [redacted], our investigation resulted in documentation proving that the tickets she received were in fact valid for entry to this event. For this reason, Ms. [redacted] is not due to receive a refund, per the agreed-to terms and conditions.As part of our effort to assist Ms. [redacted] beyond what is required by our 100% Buyer Guarantee, we did offer a resolution to this matter as a courtesy. Since receiving this complaint, we have further reached out to Ms. [redacted] and provided an additional resolution that was amicable to both parties. If Ms. [redacted] would like to discuss any additional questions or concerns she may have, we encourage her to give our customer service team a call. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for getting back to us. Although Ms. [redacted] continues to press forward with this issue, we must reiterate our 100% Buyer Guarantee that the tickets they purchased will be valid for the event. Per our refund policy stated on our website and agreed to by Ms. [redacted] with our sales agent, we can only offer refunds in instances where the event has been outright cancelled with no possibility of being rescheduled.These policies are described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, our sales agents require that a customer verbally agree to the Vivid Seats sales terms and conditions and are made aware that they may be paying above face value for their tickets. Ms. [redacted] had to agree to our Terms & Conditions at the time of checkout, which included our “all sales are final” policy as well. If Ms. [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department. As it stands, we consider this matter closed. Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Erika [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.On 5/16/16, Ms. [redacted] purchased tickets to see the Boston [redacted] at the Kansas [redacted] on 5/16/16. This event was later rescheduled by the team for 5/18/16. On 5/16/16, we contacted Ms. [redacted] to inform her of this date change. She indicated that she would no longer be able to attend, to which it should be noted that Ms. [redacted] cannot receive a refund for rescheduled events 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).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.We have attempted to contact Ms. [redacted] regarding this issue and in an attempt to reach a resolution, and at this time we have been unable to reach her. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Ms. [redacted] to utilize this resource for any additional concerns; as it currently stands, we consider this matter closed. Regards,Vivid Seats
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. Our website is completely user-driven, meaning all order details are either selected or input directly by customers. Our customer has indicated that they were not made aware of the event details they were purchasing tickets for; however, we would like to provide clarification. The tickets our customer purchased were for US Open Tennis – Arthur Ashe Kids Day, which was reiterated throughout the purchase process.Once our customer selected the tickets they were interested in for US Open Tennis – Arthur Ashe Kids Day, they continued to the Login page which displayed a detailed order summary on the right side. This order summary reiterated our customer’s event details, including the event name US Open Tennis – Arthur Ashe Kids Day, venue, date, and time. After our customer entered an email address to create an account, they then navigated to the Checkout page, which featured an even more in-depth order summary that reiterated the event details and displayed the number and prices of their tickets, delivery and service fees, and the total charge highlighted in bold text. At this point, our customer was presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” 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 $172.47.” Our customer then proceeded to select Place Order at which time their order was complete.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.Prior to receiving this claim we have thoroughly discussed this matter with our customer via Live Chat application. 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 this order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 9/15/15, Ms. [redacted] purchased tickets to see [redacted] on 07/18/16. This event was later postponed by the artist for a later date. It should be noted that Ms. [redacted]...
typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally selected. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we resolved this matter with Ms. [redacted] and hope she will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. Regards,Vivid Seats
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,
Meaghan [redacted]
Vivid Seats has reached out to [redacted], and both parties have found an amicable resolution. We consider this matter resolved—and we hope that [redacted] will consider Vivid Seats for his future event ticket needs. If [redacted] has any further questions or concerns regarding this or any...
other order, we welcome him to contact a member of our customer service team.
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers; 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 this order was one such case. As such, in accordance with our 100% Buyer Guarantee, a resolution was provided to our customer on 9/20/2017 via email; at this time we consider this matter resolved. If our customer has any additional questions regarding this matter, we encourage them to contact our customer service department to provide further assistance.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.
They refunded me all my money!!! I can't thank you enough!!!!!!
Sincerely,
[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,
Scott [redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. Ms. [redacted]'s tickets have since been shipped in advance of their Estimated Ship Date, and we appreciate the opportunity to address her 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.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, the total charge highlighted in red, and the estimated ship date. In Ms. [redacted]'s case, the bold-text statement: "Estimated Ship Date: 8/10/2016" was included in this information presented prior to checkout. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the Estimated Ship Date of the tickets they select, so we are confident in the transparency of our checkout process.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 estimated ship dates for tickets are set directly by sellers, and are outside of our purview as a secondary marketplace. Because customers are purchasing tickets owned and listed by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to the “all sales are final” policy that Ms. [redacted] agreed to prior to checkout. Ms. [redacted] was fully informed of the Estimated Ship Date for her tickets prior to submitting her order, and is supported by our 100% Buyer Guarantee. This guarantee ensures that her valid, authentic tickets will be delivered in time for the event. In accordance with this guarantee, Ms. [redacted]'s tickets were shipped on 7/7/16 and were delivered to her address on 7/8/16. Additionally, we have reached out to Ms. [redacted] by phone and provided a resolution to this issue that was amicable to both parties. If Ms. [redacted] has any further concerns regarding this order, we encourage her to contact our customer service team. As it presently stands, 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 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. Our 100% Buyer Guarantee ensures that each customer will receive a refund if their event is cancelled outright, without the possibility of being rescheduled. 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." On 6/20, Ms. [redacted] purchased tickets for the [redacted] event on 10/19. This event was later postponed by the artist, pending selection of a new date. 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 enforce an “all sales are final” policy—a standard throughout the industry. However, on 10/24 the event was officially cancelled and Ms. [redacted] was issued a full refund per our sales terms. Depending on Ms. [redacted]'s financial institution, it may take 3-5 business days for this to appear in her account. If Ms. [redacted]has any further questions about this order, we encourage her to reach out to our customer service team. At this time, we consider this matter resolved. Regards, Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats offers the optional service of ticket insurance, which is handled by a third party company, at checkout. On the checkout screen a check box must be selected by the customer to include ticket insurance with your purchase. Upon review of Ms. Wilkinsin's order, the ticket insurance option was not selected during the checkout process. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Ms. Wilkinson to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for your response. Though Mr. [redacted] continues to press forward, Vivid Seats maintains that our four step checkout process provides customers with sufficient opportunity to review all order details. As we previously clarified, Mr. [redacted] agreed to our "all sales are final" policy prior to placing his order. Additionally, Vivid Seats never indicated that, if Mr. [redacted] chose to not accept the transfer, he would be able to cancel the transaction as that is not within our policy. Vivid Seats, and the seller on this purchase, delivered Mr. [redacted] with valid tickets prior to his event meaning we have fully adhered to the terms. As such, we consider this matter closed. Regards,Vivid Seats
Complaint: 12317246
I am rejecting this response because: The event is listed as "tennis." It is not tennis. Please send me a screenshot in which full event details were provided as I do not remember seeing that information whatsoever. There is no event information listed on the page.
Sincerely,
Lindsay [redacted]
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 your response regarding this matter. As we previously stated, Vivid Seats holds no affiliation with any venue or box office, thus, we are not responsible for naming or identifying events. Vivid Seats is simply a ticket resale marketplace that brings fans closer to their favorite live events. The event title included US Open Tennis as it is a US Open tennis event.Nevertheless, it should be noted that we discussed this order further with our customer and are pleased that we reached an amicable resolution; as such, we consider this matter resolved.Regards,Vivid Seats
Thank you for your response. We have been in contact with Mr. [redacted] and addressed his concerns regarding his order. Additionally, we should note that Mr. [redacted] was provided his one-time courtesy refund on May 13th as an exception to our agreed-to sales terms and conditions. We encourage him to follow up with his bank directly regarding this charge and if Mr. [redacted] has any other questions, our customer service team is available to assist.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has...
any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service.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. This process was disclosed and made transparent throughout Ms. [redacted]'s checkout process. 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. This policy was described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html), to which Ms. [redacted] agreed prior to checking out. Also before checkout, the following message was displayed directly above the box that Ms. [redacted] checked 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.”In the extremely rare instance that we receive a report of tickets being invalid, Vivid Seats acts swiftly to conduct a thorough investigation of the matter. If the customer's claim is substantiated, our 100% Buyer Guarantee ensures that the customer will receive a refund for their order. In the case of Ms. [redacted], our investigation resulted in documentation proving that the tickets she received were in fact valid for entry to this event. For this reason, Ms. [redacted] is not due to receive a refund, per the agreed-to terms and conditions.As part of our effort to assist Ms. [redacted] beyond what is required by our 100% Buyer Guarantee, we did offer a resolution to this matter as a courtesy. Since receiving this complaint, we have further reached out to Ms. [redacted] and provided an additional resolution that was amicable to both parties. If Ms. [redacted] would like to discuss any additional questions or concerns she may have, we encourage her to give our customer service team a call. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for getting back to us. Although Ms. [redacted] continues to press forward with this issue, we must reiterate our 100% Buyer Guarantee that the tickets they purchased will be valid for the event. Per our refund policy stated on our website and agreed to by Ms. [redacted] with our sales agent, we can only offer refunds in instances where the event has been outright cancelled with no possibility of being rescheduled.These policies are described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, our sales agents require that a customer verbally agree to the Vivid Seats sales terms and conditions and are made aware that they may be paying above face value for their tickets. Ms. [redacted] had to agree to our Terms & Conditions at the time of checkout, which included our “all sales are final” policy as well. If Ms. [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department. As it stands, we consider this matter closed. Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Erika [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.On 5/16/16, Ms. [redacted] purchased tickets to see the Boston [redacted] at the Kansas [redacted] on 5/16/16. This event was later rescheduled by the team for 5/18/16. On 5/16/16, we contacted Ms. [redacted] to inform her of this date change. She indicated that she would no longer be able to attend, to which it should be noted that Ms. [redacted] cannot receive a refund for rescheduled events 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).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.We have attempted to contact Ms. [redacted] regarding this issue and in an attempt to reach a resolution, and at this time we have been unable to reach her. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Ms. [redacted] to utilize this resource for any additional concerns; as it currently stands, we consider this matter closed. Regards,Vivid Seats
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. Our website is completely user-driven, meaning all order details are either selected or input directly by customers. Our customer has indicated that they were not made aware of the event details they were purchasing tickets for; however, we would like to provide clarification. The tickets our customer purchased were for US Open Tennis – Arthur Ashe Kids Day, which was reiterated throughout the purchase process.Once our customer selected the tickets they were interested in for US Open Tennis – Arthur Ashe Kids Day, they continued to the Login page which displayed a detailed order summary on the right side. This order summary reiterated our customer’s event details, including the event name US Open Tennis – Arthur Ashe Kids Day, venue, date, and time. After our customer entered an email address to create an account, they then navigated to the Checkout page, which featured an even more in-depth order summary that reiterated the event details and displayed the number and prices of their tickets, delivery and service fees, and the total charge highlighted in bold text. At this point, our customer was presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” 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 $172.47.” Our customer then proceeded to select Place Order at which time their order was complete.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.Prior to receiving this claim we have thoroughly discussed this matter with our customer via Live Chat application. 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 this order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 9/15/15, Ms. [redacted] purchased tickets to see [redacted] on 07/18/16. This event was later postponed by the artist for a later date. It should be noted that Ms. [redacted]...
typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally selected. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we resolved this matter with Ms. [redacted] and hope she will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. Regards,Vivid Seats
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,
Meaghan [redacted]
Vivid Seats has reached out to [redacted], and both parties have found an amicable resolution. We consider this matter resolved—and we hope that [redacted] will consider Vivid Seats for his future event ticket needs. If [redacted] has any further questions or concerns regarding this or any...
other order, we welcome him to contact a member of our customer service team.
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers; 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 this order was one such case. As such, in accordance with our 100% Buyer Guarantee, a resolution was provided to our customer on 9/20/2017 via email; at this time we consider this matter resolved. If our customer has any additional questions regarding this matter, we encourage them to contact our customer service department to provide further assistance.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.
They refunded me all my money!!! I can't thank you enough!!!!!!
Sincerely,
[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,
Scott [redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. Ms. [redacted]'s tickets have since been shipped in advance of their Estimated Ship Date, and we appreciate the opportunity to address her 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.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, the total charge highlighted in red, and the estimated ship date. In Ms. [redacted]'s case, the bold-text statement: "Estimated Ship Date: 8/10/2016" was included in this information presented prior to checkout. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the Estimated Ship Date of the tickets they select, so we are confident in the transparency of our checkout process.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 estimated ship dates for tickets are set directly by sellers, and are outside of our purview as a secondary marketplace. Because customers are purchasing tickets owned and listed by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to the “all sales are final” policy that Ms. [redacted] agreed to prior to checkout. Ms. [redacted] was fully informed of the Estimated Ship Date for her tickets prior to submitting her order, and is supported by our 100% Buyer Guarantee. This guarantee ensures that her valid, authentic tickets will be delivered in time for the event. In accordance with this guarantee, Ms. [redacted]'s tickets were shipped on 7/7/16 and were delivered to her address on 7/8/16. Additionally, we have reached out to Ms. [redacted] by phone and provided a resolution to this issue that was amicable to both parties. If Ms. [redacted] has any further concerns regarding this order, we encourage her to contact our customer service team. As it presently stands, 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 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. Our 100% Buyer Guarantee ensures that each customer will receive a refund if their event is cancelled outright, without the possibility of being rescheduled. 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." On 6/20, Ms. [redacted] purchased tickets for the [redacted] event on 10/19. This event was later postponed by the artist, pending selection of a new date. 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 enforce an “all sales are final” policy—a standard throughout the industry. However, on 10/24 the event was officially cancelled and Ms. [redacted] was issued a full refund per our sales terms. Depending on Ms. [redacted]'s financial institution, it may take 3-5 business days for this to appear in her account. If Ms. [redacted]has any further questions about this order, we encourage her to reach out to our customer service team. At this time, we consider this matter resolved. Regards, Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats offers the optional service of ticket insurance, which is handled by a third party company, at checkout. On the checkout screen a check box must be selected by the customer to include ticket insurance with your purchase. Upon review of Ms. Wilkinsin's order, the ticket insurance option was not selected during the checkout process. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Ms. Wilkinson to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for your response. Though Mr. [redacted] continues to press forward, Vivid Seats maintains that our four step checkout process provides customers with sufficient opportunity to review all order details. As we previously clarified, Mr. [redacted] agreed to our "all sales are final" policy prior to placing his order. Additionally, Vivid Seats never indicated that, if Mr. [redacted] chose to not accept the transfer, he would be able to cancel the transaction as that is not within our policy. Vivid Seats, and the seller on this purchase, delivered Mr. [redacted] with valid tickets prior to his event meaning we have fully adhered to the terms. As such, we consider this matter closed. Regards,Vivid Seats
Complaint: 12317246
I am rejecting this response because: The event is listed as "tennis." It is not tennis. Please send me a screenshot in which full event details were provided as I do not remember seeing that information whatsoever. There is no event information listed on the page.
Sincerely,
Lindsay [redacted]
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 your response regarding this matter. As we previously stated, Vivid Seats holds no affiliation with any venue or box office, thus, we are not responsible for naming or identifying events. Vivid Seats is simply a ticket resale marketplace that brings fans closer to their favorite live events. The event title included US Open Tennis as it is a US Open tennis event.Nevertheless, it should be noted that we discussed this order further with our customer and are pleased that we reached an amicable resolution; as such, we consider this matter resolved.Regards,Vivid Seats
Thank you for your response. We have been in contact with Mr. [redacted] and addressed his concerns regarding his order. Additionally, we should note that Mr. [redacted] was provided his one-time courtesy refund on May 13th as an exception to our agreed-to sales terms and conditions. We encourage him to follow up with his bank directly regarding this charge and if Mr. [redacted] has any other questions, our customer service team is available to assist.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has...
any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team.Regards,Vivid Seats