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]
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
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events as we facilitate thousands of successful transactions each day with satisfied customers.On 3/13/2017 and 3/20/2017, Mr. [redacted] placed orders for a New Mexico Lobos at Boise State Broncos event. This event was later rescheduled from 9/16/2017 to 9/14/2017. Our 100% Buyer Guarantee ensures that each customer will receive a refund if their event is cancelled outright, without 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." Although Mr. [redacted] has indicated that he would no longer be able to attend, it should be noted that he is not due to receive a refund per terms and conditions to which he agreed prior to checkout. This is due to the nature of our business as a secondary marketplace. 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 and agreed upon by every customer in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process including a sales terms statement disclosed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”Prior to receiving this claim we discussed this matter with Mr. [redacted] to provide clarification. As the tickets Mr. [redacted] purchased will be valid for the rescheduled date, we consider this matter closed. If Mr. [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department to provide assistance.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. While Ms. [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms. [redacted] consented to during checkout. If Ms. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats has been in contact with Mr. [redacted], and both parties have reached an amicable resolution. As such, we consider this matter...
resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. When Ms. [redacted] received her ticket to the event she did indeed receive tickets for the incorrect date. We emailed Ms. [redacted] the correct tickets on 2/19 and she accessed them well before the start of the event. We do apologize for any inconvenience this may have caused. Vivid Seats has since been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and if Ms. [redacted] has any further questions or concerns that she contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for 2017 [redacted], they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $697.31 highlighted in bold text. Although our customer has indicated otherwise, this information is fully disclosed prior to entering any payment information. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $697.31.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The 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 clarifying, “Prices set by sellers, may be over face-value.” 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. As all order details, including the order total, were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted] and, while we maintain we are not at fault, provided a one-time courtesy resolution. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team. As such, we consider this matter resolved. Regards,Vivid Seats
Complaint: 10953734
I am rejecting this response because:1) Vivid sent me endless emails trying to sell me additional items and I had no way to know those emails indicated that the tickets the originally sent me were invalid and fraudulent2) At the event there was no place to print additional tickets and no time to leave3) The customer service agent was rude and hung up on my sister in law who was trying to use the phony tickets. 4) If you truly have a 100% buyer guarantee then refunding the tickets that were invalid should not be an issue. I expect to receive a full refund without further delay. 5) I never was contacted about reprinting the tickets and I am the customer so I am the only one who should have the right to accept or reject such offer as refund which I clearly expect. 6) New tickets had to be bought at the gate which were better seats and somehow still cheaper then your overpriced fraudulent tickets.
Sincerely,
Amy [redacted] (short)
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 she considers Vivid Seats for her future ticket needs. If Ms. [redacted] has any...
further questions or concerns regarding this order, we encourage her 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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Our customer was prompted to select the listing they were interested in for Cheech and Chong. Every listing on our site is specified by the price per ticket. Once selected, our customer continued to the Login page which displays a detailed order summary on the right side restating the price per ticket and event details. Although our customer has indicated that their order total was not displayed prior to the purchase, this is inaccurate. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $962.16 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, “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 PayPal account will be charged $962.16.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The 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 clarifying, “Prices set by sellers, may be over face-value.” 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 7/8/2017 and immediately received their valid tickets prior to their event on 7/22/2017. Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. As all order details were sufficiently displayed prior to placing their order, including the price per ticket, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department for assistance.Regards,Vivid Seats
Thank you for contacting us regarding this matter. It should be noted that Vivid Seats operates on the secondary market and does not own or generate tickets as a primary box office; rather, we facilitate transactions between fans and ticket sellers. All available tickets on our website are listed...
and priced by individual resellers. To this end, we are committed to providing the best possible customer service--and maintaining a transparent purchase process. Our customer has indicated they had issues applying a coupon to an order on our website, to which we would like to provide clarification. Our website is completely user-driven and all order details, including applicable discounts, are clearly displayed to all customers prior to checkout. All discounts available on our website have stipulations regarding how to use each coupon, including how much customers need to spend in order for the coupon to be applied. Though our customer does not have an active order with us, we are more than happy to discuss and review any coupons our customer has upon inquiry via phone or our Live Chat application. 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.Ms. [redacted] placed an order for two tickets to a “New York Yankees at Atlanta Braves” exhibition game. We would like to clarify that as a secondary marketplace, Vivid Seats does not have any affiliation with the Atlanta Braves or [redacted]; rather, the Atlanta Braves and [redacted] facilitate what is classified as an Electronic Transfer of tickets. Therefore, our sellers electronically transfer tickets to our customer through the [redacted] site. Ms. [redacted] tickets were initially transferred to the [redacted] account on 3/13/2017; prior to the event occurring on 3/31/2017. As the Electronic Transfer of tickets is operated by the Atlanta Braves and [redacted], tickets may be transferred well before an event though they are often not visible until closer to the event date and time; such matters are outside of our purview. Ms. [redacted] contacted us on 3/30/2017 stating that she was unable to access her tickets. At this time, she spoke with multiple customer service agents who clarified that tickets would be accessible on the [redacted] application; the same location where the tickets were originally accepted. As Ms. [redacted] was still having trouble viewing tickets, our customer service agents also suggested viewing her order on the MLB or Atlanta Braves application and sites as tickets would also be accessible on all platforms. Ms. [redacted] informed our agents that she would not be attending the event and inquired how her husband would be able to access the tickets. At this time, our agents simply suggested providing her husband with the account login information to view the tickets.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 and agreed upon by Ms. [redacted] at the time of purchase.Ms. [redacted] confirmed receipt of these tickets on 3/31/2017 at roughly 6:20 PM EDT, prior to the event which started at 7:35 PM EDT though they were originally transferred on 3/13/2017. As Ms. [redacted] valid tickets were transferred prior to her event, which has since passed, we consider this matter closed. If Ms. [redacted] has any additional concerns, we welcome her to contact our customer service department to assist.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] has indicated that he purchased two tickets rather than four; however, this should be noted as inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the number of tickets selected 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. Our site is user-driven meaning that all order details are either selected or inputted by the customer during the checkout process. When Mr. [redacted] viewed tickets for Ringling Bros B&B Circus, he was provided the opportunity to adjust the quantity selected. With four tickets selected, Mr. [redacted] continued to the Login page. Here Mr. [redacted] was displayed a detailed order summary on the right side with another opportunity to select or adjust his desired quantity. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $358.26 highlighted in bold, red text prior to entering his payment information. This order summary reiterated the quantity selected and provided Mr. [redacted] with a third and final opportunity to modify this. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this box the message, “By clicking ‘Place Order,’ your credit card will be charged $358.26.” 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).” 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 sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] stated that his seats were occupied; however, our records verify that he had not downloaded his tickets to review the specific seat numbers which were delivered to him on 1/26/2017. Nevertheless, Vivid Seats delivered the four valid tickets Mr. [redacted] purchased prior to his event, therefore fulfilling our sales terms and conditions. As such, we consider this matter closed. If Mr. Stopler has any additional concerns, we encourage him 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. 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.Although our customer has indicated that they did not receive tickets, this should be noted as inaccurate. When our customer selected a listing for a football game on 9/24/2017, they selected a listing which was classified as [redacted]. This ticket type is a form of electronic ticketing where access into the event is granted by presenting a form of digital ID, such as a credit card or via the [redacted] mobile app after registering for an account on the [redacted] website. Our customer placed their order on 9/18/2017 at 10:02 PM CST and their [redacted] tickets were delivered to the email address on file on 9/19/2017 at 10:08 AM CST.We later discussed this matter with our customer on 9/22/2017 and offered to look into re-transferring the tickets. We discussed this matter with the seller on the order and were informed that they would not be able to facilitate this request as the tickets were only able to be transferred once. As such, a representative aided our customer in setting up and reviewing their [redacted] account to accept the transfer.As a secondary marketplace, Vivid Seats is not affiliated with event 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 and agreed-to by our customer at the time of checkout.As valid tickets were transferred to our customer on 9/19/2017 for them to accept through their [redacted] account, we have fully adhered to our terms and consider this matter closed. If our customer has additional questions regarding their order, we welcome them to contact us to further discuss.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Regardless of the sellers posted policy, I contacted them in what I would consider a very timely manner to cancel this transaction. Vivid seat is simply hiding behind their policy because they know that consumers don't have the power or resources to fight back so they simply bully them into giving up.
Sincerely,
Ethan [redacted]
Complaint: 11571993
I am rejecting this response because:[redacted] has cancelled her shows because she is pregnant. Clearly, there will be no shows this year. Vivid tried to contact me and left a telephone number that does not allow me to speak a person, and get clear instructions about getting a refund. Vivid said that they would refund my money to my credit card. However, that credit card has expired and no longer in use. Of course, I could not call them and explain that to them, because of their telephone system. I did email them a new credit card number that I would like the refund to go to. I also asked them to send me acknowledgement that they received this information. I have not heard from them.
Sincerely,
April [redacted]
Thank you for bringing this matter to our attention. Vivid Seats appreciates the opportunity to address Ms. [redacted]'s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we're committed to providing the best possible customer service--and maintaining a simple, transparent checkout process.
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats. This means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure--and provide the support of our 100% Buyer Guarantee.
Ms. [redacted] claims that the service charge was not disclosed in advance. This is inaccurate: our checkout process provides multiple opportunities to review the details of an order, including all service and delivery charges. When a customer selects tickets, they are led to a Login page that displays a detailed summary of the order 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 breakdown that displays the individual ticket costs, individual delivery and service fees, and the total charge highlighted in red.
Because customer satisfaction is important to us, Vivid Seats has reached out to Ms. [redacted], and both parties have found an amicable resolution. We consider this matter resolved--and we hope that Ms. [redacted] 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.
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]
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
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events as we facilitate thousands of successful transactions each day with satisfied customers.On 3/13/2017 and 3/20/2017, Mr. [redacted] placed orders for a New Mexico Lobos at Boise State Broncos event. This event was later rescheduled from 9/16/2017 to 9/14/2017. Our 100% Buyer Guarantee ensures that each customer will receive a refund if their event is cancelled outright, without 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." Although Mr. [redacted] has indicated that he would no longer be able to attend, it should be noted that he is not due to receive a refund per terms and conditions to which he agreed prior to checkout. This is due to the nature of our business as a secondary marketplace. 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 and agreed upon by every customer in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process including a sales terms statement disclosed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”Prior to receiving this claim we discussed this matter with Mr. [redacted] to provide clarification. As the tickets Mr. [redacted] purchased will be valid for the rescheduled date, we consider this matter closed. If Mr. [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department to provide assistance.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. While Ms. [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms. [redacted] consented to during checkout. If Ms. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats has been in contact with Mr. [redacted], and both parties have reached an amicable resolution. As such, we consider this matter...
resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. When Ms. [redacted] received her ticket to the event she did indeed receive tickets for the incorrect date. We emailed Ms. [redacted] the correct tickets on 2/19 and she accessed them well before the start of the event. We do apologize for any inconvenience this may have caused. Vivid Seats has since been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and if Ms. [redacted] has any further questions or concerns that she contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for 2017 [redacted], they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $697.31 highlighted in bold text. Although our customer has indicated otherwise, this information is fully disclosed prior to entering any payment information. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $697.31.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The 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 clarifying, “Prices set by sellers, may be over face-value.” 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. As all order details, including the order total, were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted] and, while we maintain we are not at fault, provided a one-time courtesy resolution. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team. As such, we consider this matter resolved. Regards,Vivid Seats
Complaint: 10953734
I am rejecting this response because:1) Vivid sent me endless emails trying to sell me additional items and I had no way to know those emails indicated that the tickets the originally sent me were invalid and fraudulent2) At the event there was no place to print additional tickets and no time to leave3) The customer service agent was rude and hung up on my sister in law who was trying to use the phony tickets. 4) If you truly have a 100% buyer guarantee then refunding the tickets that were invalid should not be an issue. I expect to receive a full refund without further delay. 5) I never was contacted about reprinting the tickets and I am the customer so I am the only one who should have the right to accept or reject such offer as refund which I clearly expect. 6) New tickets had to be bought at the gate which were better seats and somehow still cheaper then your overpriced fraudulent tickets.
Sincerely,
Amy [redacted] (short)
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 she considers Vivid Seats for her future ticket needs. If Ms. [redacted] has any...
further questions or concerns regarding this order, we encourage her 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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Our customer was prompted to select the listing they were interested in for Cheech and Chong. Every listing on our site is specified by the price per ticket. Once selected, our customer continued to the Login page which displays a detailed order summary on the right side restating the price per ticket and event details. Although our customer has indicated that their order total was not displayed prior to the purchase, this is inaccurate. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $962.16 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, “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 PayPal account will be charged $962.16.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The 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 clarifying, “Prices set by sellers, may be over face-value.” 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 7/8/2017 and immediately received their valid tickets prior to their event on 7/22/2017. Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. As all order details were sufficiently displayed prior to placing their order, including the price per ticket, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department for assistance.Regards,Vivid Seats
Thank you for contacting us regarding this matter. It should be noted that Vivid Seats operates on the secondary market and does not own or generate tickets as a primary box office; rather, we facilitate transactions between fans and ticket sellers. All available tickets on our website are listed...
and priced by individual resellers. To this end, we are committed to providing the best possible customer service--and maintaining a transparent purchase process. Our customer has indicated they had issues applying a coupon to an order on our website, to which we would like to provide clarification. Our website is completely user-driven and all order details, including applicable discounts, are clearly displayed to all customers prior to checkout. All discounts available on our website have stipulations regarding how to use each coupon, including how much customers need to spend in order for the coupon to be applied. Though our customer does not have an active order with us, we are more than happy to discuss and review any coupons our customer has upon inquiry via phone or our Live Chat application. 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.Ms. [redacted] placed an order for two tickets to a “New York Yankees at Atlanta Braves” exhibition game. We would like to clarify that as a secondary marketplace, Vivid Seats does not have any affiliation with the Atlanta Braves or [redacted]; rather, the Atlanta Braves and [redacted] facilitate what is classified as an Electronic Transfer of tickets. Therefore, our sellers electronically transfer tickets to our customer through the [redacted] site. Ms. [redacted] tickets were initially transferred to the [redacted] account on 3/13/2017; prior to the event occurring on 3/31/2017. As the Electronic Transfer of tickets is operated by the Atlanta Braves and [redacted], tickets may be transferred well before an event though they are often not visible until closer to the event date and time; such matters are outside of our purview. Ms. [redacted] contacted us on 3/30/2017 stating that she was unable to access her tickets. At this time, she spoke with multiple customer service agents who clarified that tickets would be accessible on the [redacted] application; the same location where the tickets were originally accepted. As Ms. [redacted] was still having trouble viewing tickets, our customer service agents also suggested viewing her order on the MLB or Atlanta Braves application and sites as tickets would also be accessible on all platforms. Ms. [redacted] informed our agents that she would not be attending the event and inquired how her husband would be able to access the tickets. At this time, our agents simply suggested providing her husband with the account login information to view the tickets.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 and agreed upon by Ms. [redacted] at the time of purchase.Ms. [redacted] confirmed receipt of these tickets on 3/31/2017 at roughly 6:20 PM EDT, prior to the event which started at 7:35 PM EDT though they were originally transferred on 3/13/2017. As Ms. [redacted] valid tickets were transferred prior to her event, which has since passed, we consider this matter closed. If Ms. [redacted] has any additional concerns, we welcome her to contact our customer service department to assist.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] has indicated that he purchased two tickets rather than four; however, this should be noted as inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the number of tickets selected 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. Our site is user-driven meaning that all order details are either selected or inputted by the customer during the checkout process. When Mr. [redacted] viewed tickets for Ringling Bros B&B Circus, he was provided the opportunity to adjust the quantity selected. With four tickets selected, Mr. [redacted] continued to the Login page. Here Mr. [redacted] was displayed a detailed order summary on the right side with another opportunity to select or adjust his desired quantity. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $358.26 highlighted in bold, red text prior to entering his payment information. This order summary reiterated the quantity selected and provided Mr. [redacted] with a third and final opportunity to modify this. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this box the message, “By clicking ‘Place Order,’ your credit card will be charged $358.26.” 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).” 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 sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] stated that his seats were occupied; however, our records verify that he had not downloaded his tickets to review the specific seat numbers which were delivered to him on 1/26/2017. Nevertheless, Vivid Seats delivered the four valid tickets Mr. [redacted] purchased prior to his event, therefore fulfilling our sales terms and conditions. As such, we consider this matter closed. If Mr. Stopler has any additional concerns, we encourage him 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. 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.Although our customer has indicated that they did not receive tickets, this should be noted as inaccurate. When our customer selected a listing for a football game on 9/24/2017, they selected a listing which was classified as [redacted]. This ticket type is a form of electronic ticketing where access into the event is granted by presenting a form of digital ID, such as a credit card or via the [redacted] mobile app after registering for an account on the [redacted] website. Our customer placed their order on 9/18/2017 at 10:02 PM CST and their [redacted] tickets were delivered to the email address on file on 9/19/2017 at 10:08 AM CST.We later discussed this matter with our customer on 9/22/2017 and offered to look into re-transferring the tickets. We discussed this matter with the seller on the order and were informed that they would not be able to facilitate this request as the tickets were only able to be transferred once. As such, a representative aided our customer in setting up and reviewing their [redacted] account to accept the transfer.As a secondary marketplace, Vivid Seats is not affiliated with event 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 and agreed-to by our customer at the time of checkout.As valid tickets were transferred to our customer on 9/19/2017 for them to accept through their [redacted] account, we have fully adhered to our terms and consider this matter closed. If our customer has additional questions regarding their order, we welcome them to contact us to further discuss.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Regardless of the sellers posted policy, I contacted them in what I would consider a very timely manner to cancel this transaction. Vivid seat is simply hiding behind their policy because they know that consumers don't have the power or resources to fight back so they simply bully them into giving up.
Sincerely,
Ethan [redacted]
Complaint: 11571993
I am rejecting this response because:[redacted] has cancelled her shows because she is pregnant. Clearly, there will be no shows this year. Vivid tried to contact me and left a telephone number that does not allow me to speak a person, and get clear instructions about getting a refund. Vivid said that they would refund my money to my credit card. However, that credit card has expired and no longer in use. Of course, I could not call them and explain that to them, because of their telephone system. I did email them a new credit card number that I would like the refund to go to. I also asked them to send me acknowledgement that they received this information. I have not heard from them.
Sincerely,
April [redacted]
Thank you for bringing this matter to our attention. Vivid Seats appreciates the opportunity to address Ms. [redacted]'s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we're committed to providing the best possible customer service--and maintaining a simple, transparent checkout process.
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats. This means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure--and provide the support of our 100% Buyer Guarantee.
Ms. [redacted] claims that the service charge was not disclosed in advance. This is inaccurate: our checkout process provides multiple opportunities to review the details of an order, including all service and delivery charges. When a customer selects tickets, they are led to a Login page that displays a detailed summary of the order 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 breakdown that displays the individual ticket costs, individual delivery and service fees, and the total charge highlighted in red.
Because customer satisfaction is important to us, Vivid Seats has reached out to Ms. [redacted], and both parties have found an amicable resolution. We consider this matter resolved--and we hope that Ms. [redacted] 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.