Thank you for your response regarding Mr. [redacted]’s concerns. Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Ms. [redacted]’s order were shown--was sufficient opportunity for Ms. [redacted] to review this information. Ms. [redacted] had several opportunities to review the price per ticket during the checkout process. As we previously stated, Vivid Seats operates on the secondary marketplace and 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 means the prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page stating, “Note: Prices set by sellers, may be over face-value. Seats are together, unless noted.” Since our previous response to this complaint, we have received a dispute from Mr. and Ms. [redacted]’s financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage Mr. and Ms. [redacted] to contact their financial institution with any questions regarding its process or outcome. At this time, we consider this matter closed. Regards, Vivid Seats
Thank you for your response. Though our customer continues to press forward with this matter, Vivid Seats maintains that all order details, including payment information, was clearly displayed to our customer prior to checkout. Our customer was provided multiple opportunities throughout the purchase process to review their order details. As we have previously clarified, when our customer selected to purchase two tickets for Comics Come Home to take place on 11/18/2017, he viewed the checkout screen which displayed all ticket information, delivery and service fees, and order total of $183.34 in bold. Our customer agreed to our sales terms and conditions, including our "all sales are final" policy listed in bold text. As our customer was displayed all order details prior to checkout and we have adequately addressed all of our customer's concerns, we consider this matter closed. Any further concerns should be directed to our customer service department.Regards,Vivid Seats
Thank you for your reply. As we have thoroughly clarified in our previous responses, the package was delivered, and signed for, and the requested address. Additionally, we have address all of our customer's concerns. Any further concerns can be directed to our customer service department.Regards,Vivid Seats
Vivid Seats apologizes for the issues Mr. [redacted] experienced with his order. We take every measure to authenticate the tickets listed on our marketplace, and carefully screen sellers to ensure their listings are legitimate and distributed properly. This is why our 100% Buyer Guarantee promises that if...
a customer’s tickets are deemed invalid by a venue, that customer will receive a full refund. However, because the hundreds of sellers on our network process thousands of orders each day, sellers do—in rare cases—make mistakes. Mr. [redacted]’s order was one such case.As compensation for this circumstance, we have issued a full refund of Mr. [redacted]’s order in accordance with our 100% Buyer Guarantee. And, because customer satisfaction is our top priority, we’ve also provided Mr. [redacted] with a credit to use toward a future order. We trust that this will be a satisfactory resolution, and we consider this matter resolved. If Mr. [redacted] has any further questions or concerns, we welcome him to contact a member of our customer service team.
Complaint: [redacted]
I am rejecting this response because:Upon contacting the Credit Card company, they said I needed to contact the merchant for the refund, in this Case Vivid Seats. Since Vivid Seats acts as an intermediary, that sells no actual products, but claims money on behalf of an unaffiliated seller, I request that Vivid Seats share the sellers information with me so I can pursue my refund from the actual seller. If not I have no choice but to file a civil suit with Vivid Seats in small claims court.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. The site is completely user-driven meaning all order details are either selected or inputted by the customer. Our customer was prompted to select the tickets they are interested in; our customer selected a [redacted] at [redacted]. Once this event was selected, they navigated to the ticket listing page which reiterated the event details. After selecting a listing, our customers continue to the Login page which displays a detailed order summary on the right side reiterating all event details. 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 restates the event details, displays the number and prices of their tickets, delivery and service fees, and the total charge of $295.00 highlighted in bold text. At this point, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “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 $295.00.” Our customer then proceeded to select Place Order at which time their order was complete. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Our customer placed their order on 6/9/2017 and received their valid tickets shortly thereafter prior to their event later that evening. We have attempted to contact our customer in an attempt to offer an amicable resolution though we have been unsuccessful in contacting them. We encourage our customer to contact us to discuss this resolution. 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 site is completely user-driven meaning all order details are either selected or input by the customer during the checkout process. After their event was selected they were asked to select the number of tickets they were searching for, or opt out of this optional filter. Our customer navigated through the listings to select the one with which they were interested in and were provided an interactive drop-down box to adjust their quantity. This drop-down box for customers to adjust their quantity is presented on the ticket listing, Login, and checkout page. On the checkout page, prior to entering any payment information, our customer was presented with their complete itemized order summary that displays the number and price of their tickets, delivery and service fees, and the total charge in bold text. 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 $715.00.” 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 typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Nevertheless, Vivid Seats has been in contact with our customer and, as a courtesy, provided an amicable resolution. As such, we consider this matter resolved. If our customer has any further questions pertaining to their order, we welcome them to contact us directly for assistance.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Prior to receiving this claim, Vivid Seats has been in contact with Mr. [redacted], and we believe that both parties have found an amicable resolution. As such, we consider this matter resolved. We ask that Mr. [redacted] give 3-5 business days for...
this resolution to appear in his account. 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 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. It should be noted that although Angela [redacted] filed this claim, the order was placed by Kacey [redacted].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. On 3/9/2018, our customer placed their order for 2 tickets to 2018 Big 12 Mens Basketball Tournament – Session 2 (Kansas State vs. TCU and Kansas vs. Oklahoma State) that occurred the same today. At the time of checkout, our customer also confirmed to receive their tickets via Special Delivery, which was notated as being a “local pickup.” Our customer signified their agreement to this purchase, as well as our sales terms and conditions. They proceeded to select “Place Order,” at which time their order was complete.Our customer has expressed concerns pertaining to the delivery of their tickets, to which we would like to provide clarification at this time. Our customer’s order was confirmed at 10:22AM CST. It should be noted that our customer was sent Special Delivery Instructions via email at 11:15AM CST, which is prior to their event that had a start time of 11:30AM CST. Additionally, our customer has referenced three phone calls in which they requested an update on their purchase, but our records indicate that only two phone calls were made prior to their delivery instructions being sent.Vivid Seats maintains that our customer’s tickets were available to them prior to the event. Nonetheless, Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution and, at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events.We would like to provide clarification to Ms[redacted] claims. Initially, Ms. [redacted] placed an order for two tickets to a William Singe event. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the quantity selected, so we are confident in the transparency of our checkout. Though she claims she selected four, our site is completely user-driven. This means that Ms. [redacted] selects the quantity of tickets she wishes to purchase. Additionally, Ms. [redacted] was provided with three separate opportunities to adjust this quantity. First on the ticket listing page, then on the Login page, and lastly on the Checkout page – all before Ms. [redacted] entered any payment information.Ms. [redacted] stated that we could not exchange her tickets to which we would like to expand on. As a secondary marketplace, we do not own or generate tickets; instead, tickets are listed on our site by sellers. It is for this reason that we are unable to offer customers to exchange or modify an order once it is placed. Prior to placing her order she was presented 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." The "all sales are final" policy is a common occurrence in the industry since, as an online resale marketplace, we do not own any inventory. In reference to Ms[redacted] claim that she is unable to list the valid tickets she received moments after placing her order; this is inaccurate. Our customer service agents simply suggested that if Ms. [redacted] no longer wished to own her tickets, reselling is an option available on our site.Nevertheless, prior to receiving this claim, we were in contact with Ms. [redacted] to clarify and resolve this matter. As such, we consider this matter resolved and welcome Ms. [redacted] to contact us with any additional concerns she may have.Regards,Vivid Seats
Thank you for providing this reply. Although our customer continues to press forward, we maintain that valid tickets were delivered prior to their event which has since passed. All communication with our customers is recorded and monitored for quality purposes, as such, we are able to verify that the first communication with our customer was on 9/23/2017 at approximately 11:00 AM CST, the day prior to their event. This representative informed our customer that their tickets had already been transferred to their account. The representative offered to look into a re-transfer attempt as a courtesy though they did not guarantee that this could be completed. As we previously stated the tickets were originally transferred to our customer’s account on 9/12/2017 prior to the event on 9/24/2017.In regards to the ticket transfer we would like to provide clarification on the procedure. The ticket transfer is processed through a third party. The email our customer received was not a code but an email detailing the steps that must be taken to accept the transfer on this third party site. Our customer was prompted to set up an account with the same email address and proceed through the steps of accepting the transfer to display the tickets on a mobile device and gain entry into their event.As we have thoroughly addressed our customer’s concerns, we consider this matter closed. If our customer has additional questions pertaining to the ticket transfer process, we welcome them to contact us directly to discuss. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: the offer of resolution referred to was an offer for %10 off the purchase of new tickets. This is not an acceptable response to the complaint. I would consider an offer for an amount off the purchase price of the tickets already purchased.
Sincerely,
Alisa [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.Our customer has indicated that the seats they were provided were those of obstructed view; however, we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout page. This process provides customer with multiple opportunities to review the details of their order. When our customer navigated our website, they selected a ticket listing for five seats in Section: 223 Row: 14. The tickets our customer received via [redacted] mail delivery were not notated as having an obstructed view; therefore, the venue does not deem these as such. As Vivid Seats holds no affiliation with any box office, all seating arrangements are done so by the venue directly and are outside our purview. It should be noted that in addition to this current claim, we were in contact with our customer to thoroughly address all of their concerns. At this time, our customer was offered a courtesy resolution in the interest of customer service; our customer has accepted this as a positive solution to the matter. As such, we consider this matter closed. If our customer has any additional concerns regarding their order, we encourage them to contact a member of our customer service department so that they may be addressed.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 so long as I my credit card company will receive a full refund credit from Vivid Seats for my original charge as Vivid Seats has offered and stated to me in writing. I would like to point out that Vivid Seats online account for my order states that my tickets were delivered as they stated to me multiples times verbally and in writing but they will not be available until May 11th three days before the show. Those two statements are contradictory.Vivid Seats did contact me timely and frequently. I insisted our tickets were not delivered and We did not receive an email from the reseller. I was never provided proof by Vivid Seats or reseller that email was sent. I never received email from [redacted] that the tickets were transferred to me. I maintain that stating tickets delivered but will not be available until May 11th are contradictory statements .I appreciate Vivid Seats has offered me a full refund and once I received it, which as of this writing I have not, I will then consider the matter closed.Sincerely,[redacted]
Thank you for your response. As we previously stated, our four-step checkout process sufficiently discloses all order details to our customers prior to checkout. As such, prior to entering any payment information, when our customer navigated to the checkout page, a complete itemized order breakdown was presented. In order to submit an order, each customer must select a check box to agree to the presented sales terms and conditions as the site is completely user-driven. Directly below this information our customer's order total was reiterated. As we have provided clarification regarding this matter and maintain that all order details, including our customer's order total, was sufficiently presented prior to submitting their order, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Vivid Seats is lying when they claim that when I went to click to purchase tickets- that a detailed summary was displayed. This is the whole premise of why I am filing a complain. NO SUCH DETAILED INFORMATION WAS MADE AVAILABLE TO ME !!!!!!!!!! Let's ponder this. I'm buying 2 tickets for $84 a piece. Vivid Seats is claiming that when I went to click purchase for the tickets that allegedly some detailed information popped up and was made available to me that explained that these 2 tickets were going to be inflated and cost a total of $205.00. Who in their right mind would agree to such nonsense, it's like saying "Oh, okay, I agree to throwing money away." How stupid is this! Why would I agree to pay such an inflated price for no reason except for the fact that Vivid Seats deceives customers into purchasing over inflated tickets because the fact of the matter is Vivid Seats did not make any such detailed order summary available to me when I went to purchase my tickets. Maybe Vivid Seats proTvides a detailed order summary but perhaps it doesn't do for each customer. It certainly did not provide such information for me. Vivid Seats is lying about providing any such detailed information.I could have purchased these tickets from The [redacted] for the Arts in Concord New Hampshire for $35.00 each. Give me a break. I don't care what the response was. Vivid Seats is a rip off and they also lie about it.
Complaint: [redacted]
I am rejecting this response because:A Customer service agent and myself came to a mutual agreement. Please disregard this complaint as I will delete it.
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,
[redacted]
Thank you for your response regarding this matter. As noted in our previous response, we have attempted to reach Mr. [redacted] numerous times. On several separate occasions, we have called Mr. [redacted] and left a voicemail message, but have not received a response from the customer. Instead, Mr. [redacted] has emailed us stating that he no longer wishes to discuss this matter, which has rendered us unable to offer any courtesy resolution. Due to the transparency and ease of our checkout process, Vivid Seats maintains that Mr. [redacted] was not misled regarding any aspect of his transaction. The price per ticket, all fees, and the total charge were clearly and prominently displayed prior to checkout. If Mr. [redacted] would like to discuss this matter with us, we encourage him to reach out to a member of our customer service team. At this time, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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.Ms. [redacted] has expressed concern regarding the delivery of her ticket; to this we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their estimated delivery date, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected tickets to a Lady Gaga event on 9/10/2017, she continued to the Login page which displayed a detailed order summary on the right side. Ms. [redacted] was then directed to the Shipping & Delivery step. Ms[redacted] delivery method was to be Special Delivery. Directly below the selected method was a link that clarifying Special Delivery. This noted that Special Delivery can be several alternate delivery methods which include Local Pickup, Will Call, as well as email or electronic transfer. Ms. [redacted] then navigated to the Checkout page, which featured an even more in-depth order summary. This order summary presented a complete itemized breakdown including the price per ticket, all fees, and the order total in bold text. Directly below this order total, in bold text, it stated estimated delivery by: 9/8/2017.Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery date. Rather, the Estimated Ship Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. This information was clearly presented to Ms. [redacted] before she submitted her order, and was additionally discussed with the customer by email afterwards. Ms. [redacted] also mentioned that these tickets are intended to be a gift. At this time our agent suggested using our Gift Announcements as an option if tickets are not delivered by the time they are intended to be gifted.Though Ms. [redacted] voiced concern in relation to the validity of her tickets, Vivid Seats operates one of the largest resale marketplaces. Every order placed with us is protected by a 100% Buyer Guarantee. This guarantee ensures customers that they will received their valid and authentic tickets prior to their event. As Ms. [redacted] was notified of the Estimated Ship Date, and is guaranteed to receive her valid tickets prior to the event taking place on 9/10/2017, we consider this matter closed and encourage her to contact us with any additional questions she may have.Regards,Vivid Seats
Thank you for your response regarding Mr. [redacted]’s concerns. Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Ms. [redacted]’s order were shown--was sufficient opportunity for Ms. [redacted] to review this information. Ms. [redacted] had several opportunities to review the price per ticket during the checkout process. As we previously stated, Vivid Seats operates on the secondary marketplace and 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 means the prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page stating, “Note: Prices set by sellers, may be over face-value. Seats are together, unless noted.” Since our previous response to this complaint, we have received a dispute from Mr. and Ms. [redacted]’s financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage Mr. and Ms. [redacted] to contact their financial institution with any questions regarding its process or outcome. At this time, we consider this matter closed. Regards, Vivid Seats
Thank you for your response. Though our customer continues to press forward with this matter, Vivid Seats maintains that all order details, including payment information, was clearly displayed to our customer prior to checkout. Our customer was provided multiple opportunities throughout the purchase process to review their order details. As we have previously clarified, when our customer selected to purchase two tickets for Comics Come Home to take place on 11/18/2017, he viewed the checkout screen which displayed all ticket information, delivery and service fees, and order total of $183.34 in bold. Our customer agreed to our sales terms and conditions, including our "all sales are final" policy listed in bold text. As our customer was displayed all order details prior to checkout and we have adequately addressed all of our customer's concerns, we consider this matter closed. Any further concerns should be directed to our customer service department.Regards,Vivid Seats
Thank you for your reply. As we have thoroughly clarified in our previous responses, the package was delivered, and signed for, and the requested address. Additionally, we have address all of our customer's concerns. Any further concerns can be directed to our customer service department.Regards,Vivid Seats
Vivid Seats apologizes for the issues Mr. [redacted] experienced with his order. We take every measure to authenticate the tickets listed on our marketplace, and carefully screen sellers to ensure their listings are legitimate and distributed properly. This is why our 100% Buyer Guarantee promises that if...
a customer’s tickets are deemed invalid by a venue, that customer will receive a full refund. However, because the hundreds of sellers on our network process thousands of orders each day, sellers do—in rare cases—make mistakes. Mr. [redacted]’s order was one such case.As compensation for this circumstance, we have issued a full refund of Mr. [redacted]’s order in accordance with our 100% Buyer Guarantee. And, because customer satisfaction is our top priority, we’ve also provided Mr. [redacted] with a credit to use toward a future order. We trust that this will be a satisfactory resolution, and we consider this matter resolved. If Mr. [redacted] has any further questions or concerns, we welcome him to contact a member of our customer service team.
Complaint: [redacted]
I am rejecting this response because:Upon contacting the Credit Card company, they said I needed to contact the merchant for the refund, in this Case Vivid Seats. Since Vivid Seats acts as an intermediary, that sells no actual products, but claims money on behalf of an unaffiliated seller, I request that Vivid Seats share the sellers information with me so I can pursue my refund from the actual seller. If not I have no choice but to file a civil suit with Vivid Seats in small claims court.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. The site is completely user-driven meaning all order details are either selected or inputted by the customer. Our customer was prompted to select the tickets they are interested in; our customer selected a [redacted] at [redacted]. Once this event was selected, they navigated to the ticket listing page which reiterated the event details. After selecting a listing, our customers continue to the Login page which displays a detailed order summary on the right side reiterating all event details. 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 restates the event details, displays the number and prices of their tickets, delivery and service fees, and the total charge of $295.00 highlighted in bold text. At this point, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “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 $295.00.” Our customer then proceeded to select Place Order at which time their order was complete. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Our customer placed their order on 6/9/2017 and received their valid tickets shortly thereafter prior to their event later that evening. We have attempted to contact our customer in an attempt to offer an amicable resolution though we have been unsuccessful in contacting them. We encourage our customer to contact us to discuss this resolution. 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 site is completely user-driven meaning all order details are either selected or input by the customer during the checkout process. After their event was selected they were asked to select the number of tickets they were searching for, or opt out of this optional filter. Our customer navigated through the listings to select the one with which they were interested in and were provided an interactive drop-down box to adjust their quantity. This drop-down box for customers to adjust their quantity is presented on the ticket listing, Login, and checkout page. On the checkout page, prior to entering any payment information, our customer was presented with their complete itemized order summary that displays the number and price of their tickets, delivery and service fees, and the total charge in bold text. 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 $715.00.” 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 typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Nevertheless, Vivid Seats has been in contact with our customer and, as a courtesy, provided an amicable resolution. As such, we consider this matter resolved. If our customer has any further questions pertaining to their order, we welcome them to contact us directly for assistance.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Prior to receiving this claim, Vivid Seats has been in contact with Mr. [redacted], and we believe that both parties have found an amicable resolution. As such, we consider this matter resolved. We ask that Mr. [redacted] give 3-5 business days for...
this resolution to appear in his account. 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 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. It should be noted that although Angela [redacted] filed this claim, the order was placed by Kacey [redacted].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. On 3/9/2018, our customer placed their order for 2 tickets to 2018 Big 12 Mens Basketball Tournament – Session 2 (Kansas State vs. TCU and Kansas vs. Oklahoma State) that occurred the same today. At the time of checkout, our customer also confirmed to receive their tickets via Special Delivery, which was notated as being a “local pickup.” Our customer signified their agreement to this purchase, as well as our sales terms and conditions. They proceeded to select “Place Order,” at which time their order was complete.Our customer has expressed concerns pertaining to the delivery of their tickets, to which we would like to provide clarification at this time. Our customer’s order was confirmed at 10:22AM CST. It should be noted that our customer was sent Special Delivery Instructions via email at 11:15AM CST, which is prior to their event that had a start time of 11:30AM CST. Additionally, our customer has referenced three phone calls in which they requested an update on their purchase, but our records indicate that only two phone calls were made prior to their delivery instructions being sent.Vivid Seats maintains that our customer’s tickets were available to them prior to the event. Nonetheless, Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution and, at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events.We would like to provide clarification to Ms[redacted] claims. Initially, Ms. [redacted] placed an order for two tickets to a William Singe event. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the quantity selected, so we are confident in the transparency of our checkout. Though she claims she selected four, our site is completely user-driven. This means that Ms. [redacted] selects the quantity of tickets she wishes to purchase. Additionally, Ms. [redacted] was provided with three separate opportunities to adjust this quantity. First on the ticket listing page, then on the Login page, and lastly on the Checkout page – all before Ms. [redacted] entered any payment information.Ms. [redacted] stated that we could not exchange her tickets to which we would like to expand on. As a secondary marketplace, we do not own or generate tickets; instead, tickets are listed on our site by sellers. It is for this reason that we are unable to offer customers to exchange or modify an order once it is placed. Prior to placing her order she was presented 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." The "all sales are final" policy is a common occurrence in the industry since, as an online resale marketplace, we do not own any inventory. In reference to Ms[redacted] claim that she is unable to list the valid tickets she received moments after placing her order; this is inaccurate. Our customer service agents simply suggested that if Ms. [redacted] no longer wished to own her tickets, reselling is an option available on our site.Nevertheless, prior to receiving this claim, we were in contact with Ms. [redacted] to clarify and resolve this matter. As such, we consider this matter resolved and welcome Ms. [redacted] to contact us with any additional concerns she may have.Regards,Vivid Seats
Thank you for providing this reply. Although our customer continues to press forward, we maintain that valid tickets were delivered prior to their event which has since passed. All communication with our customers is recorded and monitored for quality purposes, as such, we are able to verify that the first communication with our customer was on 9/23/2017 at approximately 11:00 AM CST, the day prior to their event. This representative informed our customer that their tickets had already been transferred to their account. The representative offered to look into a re-transfer attempt as a courtesy though they did not guarantee that this could be completed. As we previously stated the tickets were originally transferred to our customer’s account on 9/12/2017 prior to the event on 9/24/2017.In regards to the ticket transfer we would like to provide clarification on the procedure. The ticket transfer is processed through a third party. The email our customer received was not a code but an email detailing the steps that must be taken to accept the transfer on this third party site. Our customer was prompted to set up an account with the same email address and proceed through the steps of accepting the transfer to display the tickets on a mobile device and gain entry into their event.As we have thoroughly addressed our customer’s concerns, we consider this matter closed. If our customer has additional questions pertaining to the ticket transfer process, we welcome them to contact us directly to discuss. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: the offer of resolution referred to was an offer for %10 off the purchase of new tickets. This is not an acceptable response to the complaint. I would consider an offer for an amount off the purchase price of the tickets already purchased.
Sincerely,
Alisa [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.Our customer has indicated that the seats they were provided were those of obstructed view; however, we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout page. This process provides customer with multiple opportunities to review the details of their order. When our customer navigated our website, they selected a ticket listing for five seats in Section: 223 Row: 14. The tickets our customer received via [redacted] mail delivery were not notated as having an obstructed view; therefore, the venue does not deem these as such. As Vivid Seats holds no affiliation with any box office, all seating arrangements are done so by the venue directly and are outside our purview. It should be noted that in addition to this current claim, we were in contact with our customer to thoroughly address all of their concerns. At this time, our customer was offered a courtesy resolution in the interest of customer service; our customer has accepted this as a positive solution to the matter. As such, we consider this matter closed. If our customer has any additional concerns regarding their order, we encourage them to contact a member of our customer service department so that they may be addressed.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 so long as I my credit card company will receive a full refund credit from Vivid Seats for my original charge as Vivid Seats has offered and stated to me in writing. I would like to point out that Vivid Seats online account for my order states that my tickets were delivered as they stated to me multiples times verbally and in writing but they will not be available until May 11th three days before the show. Those two statements are contradictory.Vivid Seats did contact me timely and frequently. I insisted our tickets were not delivered and We did not receive an email from the reseller. I was never provided proof by Vivid Seats or reseller that email was sent. I never received email from [redacted] that the tickets were transferred to me. I maintain that stating tickets delivered but will not be available until May 11th are contradictory statements .I appreciate Vivid Seats has offered me a full refund and once I received it, which as of this writing I have not, I will then consider the matter closed.Sincerely,[redacted]
Thank you for your response. As we previously stated, our four-step checkout process sufficiently discloses all order details to our customers prior to checkout. As such, prior to entering any payment information, when our customer navigated to the checkout page, a complete itemized order breakdown was presented. In order to submit an order, each customer must select a check box to agree to the presented sales terms and conditions as the site is completely user-driven. Directly below this information our customer's order total was reiterated. As we have provided clarification regarding this matter and maintain that all order details, including our customer's order total, was sufficiently presented prior to submitting their order, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Vivid Seats is lying when they claim that when I went to click to purchase tickets- that a detailed summary was displayed. This is the whole premise of why I am filing a complain. NO SUCH DETAILED INFORMATION WAS MADE AVAILABLE TO ME !!!!!!!!!! Let's ponder this. I'm buying 2 tickets for $84 a piece. Vivid Seats is claiming that when I went to click purchase for the tickets that allegedly some detailed information popped up and was made available to me that explained that these 2 tickets were going to be inflated and cost a total of $205.00. Who in their right mind would agree to such nonsense, it's like saying "Oh, okay, I agree to throwing money away." How stupid is this! Why would I agree to pay such an inflated price for no reason except for the fact that Vivid Seats deceives customers into purchasing over inflated tickets because the fact of the matter is Vivid Seats did not make any such detailed order summary available to me when I went to purchase my tickets. Maybe Vivid Seats proTvides a detailed order summary but perhaps it doesn't do for each customer. It certainly did not provide such information for me. Vivid Seats is lying about providing any such detailed information.I could have purchased these tickets from The [redacted] for the Arts in Concord New Hampshire for $35.00 each. Give me a break. I don't care what the response was. Vivid Seats is a rip off and they also lie about it.
Complaint: [redacted]
I am rejecting this response because:A Customer service agent and myself came to a mutual agreement. Please disregard this complaint as I will delete it.
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,
[redacted]
Thank you for your response regarding this matter. As noted in our previous response, we have attempted to reach Mr. [redacted] numerous times. On several separate occasions, we have called Mr. [redacted] and left a voicemail message, but have not received a response from the customer. Instead, Mr. [redacted] has emailed us stating that he no longer wishes to discuss this matter, which has rendered us unable to offer any courtesy resolution. Due to the transparency and ease of our checkout process, Vivid Seats maintains that Mr. [redacted] was not misled regarding any aspect of his transaction. The price per ticket, all fees, and the total charge were clearly and prominently displayed prior to checkout. If Mr. [redacted] would like to discuss this matter with us, we encourage him to reach out to a member of our customer service team. At this time, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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.Ms. [redacted] has expressed concern regarding the delivery of her ticket; to this we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their estimated delivery date, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected tickets to a Lady Gaga event on 9/10/2017, she continued to the Login page which displayed a detailed order summary on the right side. Ms. [redacted] was then directed to the Shipping & Delivery step. Ms[redacted] delivery method was to be Special Delivery. Directly below the selected method was a link that clarifying Special Delivery. This noted that Special Delivery can be several alternate delivery methods which include Local Pickup, Will Call, as well as email or electronic transfer. Ms. [redacted] then navigated to the Checkout page, which featured an even more in-depth order summary. This order summary presented a complete itemized breakdown including the price per ticket, all fees, and the order total in bold text. Directly below this order total, in bold text, it stated estimated delivery by: 9/8/2017.Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery date. Rather, the Estimated Ship Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. This information was clearly presented to Ms. [redacted] before she submitted her order, and was additionally discussed with the customer by email afterwards. Ms. [redacted] also mentioned that these tickets are intended to be a gift. At this time our agent suggested using our Gift Announcements as an option if tickets are not delivered by the time they are intended to be gifted.Though Ms. [redacted] voiced concern in relation to the validity of her tickets, Vivid Seats operates one of the largest resale marketplaces. Every order placed with us is protected by a 100% Buyer Guarantee. This guarantee ensures customers that they will received their valid and authentic tickets prior to their event. As Ms. [redacted] was notified of the Estimated Ship Date, and is guaranteed to receive her valid tickets prior to the event taking place on 9/10/2017, we consider this matter closed and encourage her to contact us with any additional questions she may have.Regards,Vivid Seats