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. 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. Ms. [redacted] selected a listing which was labeled, “Section: 5 Row: FF” for Journey. After customers select the tickets they are interested in, they continue 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 $181.10 highlighted in bold text. At this point, our customers are presented with the messages, “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” and “I agree to the Vivid Seats terms and conditions,” with 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 PayPal account will be charged $181.10.” Our customer then proceeded to select Place Order at which time their order was complete. In regards to the face value of tickets we would like to provide clarification. 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, “Note: 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. Ms. [redacted] placed her order on 12/9/2016 and her valid tickets were delivered via email shortly. Although Ms. [redacted] has indicated that she received tickets that varied in location to what was selected during checkout, Ms. [redacted] received tickets in Section: 5 Row: FF; the exact location which she selected. Prior to receiving this claim we spoke with Ms. [redacted] and clarified all of her concerns. At this time we also offered a one-time courtesy resolution in the interest of customer service. Ms. [redacted], however, declined this offer to resolve. As Ms. [redacted] was sufficiently notified of the nature of her purchase, and received the correct tickets prior to her event, which has since passed, we consider this closed. If Ms. [redacted] has any additional concerns we encourage her to contact our customer service. 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, 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. In regards to Mrs. [redacted]’s claim regarding the "face value" of the tickets that they purchased, it should be noted that Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. As Vivid Seats is not directly affiliated with any artist or venue and do not generate tickets as a primary box office, we have no knowledge of listed tickets face value. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “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." This information is readily available on our FAQ page (support.vividseats.com/support/home).Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mrs. [redacted] to utilize this resource for any additional concerns, but 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, 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
Complaint: [redacted]
I am rejecting this response because:This is the same old rhetoric I received while trying to fix the problem online. It's too bad this company doesn't provide any customer service. I will NEVER purchase tickets from this site again!
Extremely disappointed,
[redacted]
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]
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 providing our customer's response. Although they continue to press forward, as we previously clarified our user-driven four-step checkout process sufficiently discloses all order details. Our customer was provided the opportunity to adjust the quantity selected on the ticket listing page, the login page, and the checkout page prior to submitting their order. As we previously stated, our customer filed a dispute with their financial institution regarding this order. Due to the nature of the dispute process, we are unable to assist further while this dispute remains open, and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As we have sufficiently addressed our customer's concerns, clarified that no order can be placed without the customer having been presented with all order details, and agreed to the "all sales are final" policy, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Hello, I appreciate your help. I think that Vivid Seats website is set up in a way to mislead. There is a meter that asks what are you willing to spend on tickets and I moved the meter to about $190. Then a ticket offering comes up. And I took it. Obviously if I had known they were lawn seats I would have not have pursued. I thought I was getting two premium seats at that price which anyone would. Not happy at all with the results. I feel they are misleading and they also have an iron clad policy that says we can’t help you. What business isn’t willing to strike a middle ground for an unsatisfied customer? A seedy one. One that relies on mistakes. It’s a Win-Win for them as long as the public follows their mislead. [redacted]
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.As a secondary marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. As such, sellers transfer tickets from their account to the customer’s. The seller initially facilitated this transfer on 10/15/2017. We were later contacted by our customer that they were encountering difficulty with the process at which time our representatives attempted to troubleshoot with our customer to resolve. We later offered to contact the seller on the purchase to attempt to re-transfer the tickets as a courtesy.Though the seller later informed us they were unable to facilitate this request, we did provide an amicable resolution to our customer via email on 10/23/2017. As such, we consider this matter resolved and encourage our customer to contact us directly with any additional concerns regarding their order.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 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: 12205460
I am rejecting this response because:The business is lying. The costs were never explained and the $180 service fee was never shown before I was billed.This company has 921 complaints against it. 921. I will not pay fraudulent charges. It is theft.
Sincerely,
Chad [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. 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, 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. When Ms. [redacted] chose the tickets she was interested in, she continued to the Login page which displayed a detailed order summary on the right side. After Ms. [redacted] entered an email address to create an account, she then navigated to the Shipping & Delivery page. Ms. [redacted] was presented with the option of Electronic – Instant Download tickets. Above the “Continue” button, there is a link that states, “When will my e-tickets be delivered?” Once clicked the message, “Instant Download allows you to download your electronic tickets via our secure website typically within a few minutes after your order is confirmed. These tickets can be conveniently printed as they generally come in PDF format and contain the bar code that the venue attendant will use to scan for admittance into the venue.” Ms. [redacted] then continued to the Checkout page which featured an even more in-depth order summary that displays the number and prices of her tickets, delivery and service fees, and the total charge. Ms. [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. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All prices in US Dollars. All sales are final.” Ms. [redacted] claimed that her tickets were never delivered; this is inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of they must print their tickets, so we are confident in the transparency of this process. As Ms. [redacted] stated, she placed an order on 1/27/2017 at 3:39 PM CST. Once this order was placed, Ms. [redacted] received an order confirmation via email at 3:39 PM CST. This email with the Subject: “Order Summary – Vivid Seats” clearly stated the ticket and summary details of her order. Ms. [redacted] then received a second email at, also at 3:40 PM CST, with the subject “Your Tickets Are Ready to Print.” In this email, in bold red text, it stated “Your tickets are ready to print” and displayed a large red button which stated, “Review & Print Now.” This information was not displayed in small print though Ms. [redacted] has stated otherwise. Below this red button, it reiterates in bold text, “You must print out the PDF document to gain entry. This email is not a ticket for entry into the event.” This information is also available in detail on our Frequently Asked Questions page under “Shipping, email, and Instant Download Delivery.” Here we clearly state, “We strongly encourage you to print your tickets in advance to ensure you gain admittance to your event quickly and easily. Some venues do possess the capability to scan PDF ticket barcodes from smartphones and other mobile devices, but such capabilities vary by venue—and we cannot guarantee a venue will be able to do so. In many cases, only printed tickets will guarantee entry to an event.” In relation to Ms. [redacted]’s claim that we promote a 100% satisfaction guarantee it should be noted that this is inaccurate. Vivid Seats maintains a 100% Buyer Guarantee. This guarantee is clearly outlined in detail throughout our site which ensures customers valid tickets delivered in time for their event. 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. Our records verify that Ms. [redacted]’s tickets were never downloaded; therefore, she would not have presented her valid barcodes to the venue in order to gain entry. As such, we are unable to penalize the seller for this and Ms. [redacted] does not qualify for a refund. Prior to receiving this claim we thoroughly clarified this information to Ms. [redacted]. In addition to this, we also offered a one-time courtesy resolution in the interest of customer service. In making this offer, Vivid Seats stepped outside of the agreed upon terms; however, Ms. [redacted] declined. Ms. [redacted] received her valid tickets immediately after placing her order on 1/27/2017. This gave her sufficient time to download, print, and bring her valid tickets to her event on 1/28/2017; as such, we consider this matter closed. If Ms. [redacted] has any additional concerns, we encourage her to contact our customer service department. Regards, Vivid Seats
Vivid Seats appreciates the opportunity to address Mr. [redacted] 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. We have reached out to Mr. [redacted] and have come to an amicable resolution, through no fault of our own, which we will explain below.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, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also 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.Mr. [redacted] also stated that certain details of his order, including the prices being in U.S. Dollars were not disclosed in advance. This is inaccurate: our checkout process provides multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left 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. There is also a message displayed above a box that customers must check to authorize the purchase that states: “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." These messages would have been clearly visible to Mr. [redacted] before he submitted his information and finalized the order.As stated above Vivid Seats has reached out to Mr. [redacted], and both parties have found an amicable resolution. We consider this matter resolved—and we 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 welcome him to contact a member of our customer service team.
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their delivery method, so we are confident in the transparency of our checkout process. Mr. [redacted] has indicated that he was not sufficiently notified of his estimated In-Hand Date in reference to his [redacted] tickets; this should be noted as inaccurate. When Mr. [redacted] viewed ticket on the listing page, the estimated In-Hand Date of 5/11/2017 was clearly stated and reiterated on the checkout page for his event taking place on 5/14/2017. These tickets were also listed as “Electronic Transfer.” As a secondary marketplace, the delivery method is selected by the seller, and it is often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. This method of delivery was noted on the ticket listing, Login, Shipping, and on the final Checkout page. In some instances, tickets may be transferred to customers' accounts but not physically visible until closer to the event date; as the tickets must be transferred using [redacted] Transfer, the visibility of the tickets is outside of our purview. Mr. [redacted] has also claimed that his valid tickets were not delivered to him which is inaccurate. Mr. [redacted]’ tickets were transferred to the email address on file on 12/12/2016. Mr. [redacted] later contacted us stating that he had not received this transfer email at which time we provided assistance. We later received a dispute from Mr. [redacted]’ financial institution regarding this transaction. We addressed this, and the dispute was ultimately ruled in our favor on 1/19/2016. Prior to receiving this claim, we attempted to contact Mr. [redacted] multiple times to offer an amicable resolution. We have since discussed this one-time courtesy offer with Mr. [redacted] and both parties have reached an amicable resolution. Mr. [redacted]' financial institution should reflect this resolution in several business days. As such, we consider this matter resolved. 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, 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. 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. Ms. [redacted] selected a listing which was labeled, “Section: 5 Row: FF” for Journey. After customers select the tickets they are interested in, they continue 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 $181.10 highlighted in bold text. At this point, our customers are presented with the messages, “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” and “I agree to the Vivid Seats terms and conditions,” with 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 PayPal account will be charged $181.10.” Our customer then proceeded to select Place Order at which time their order was complete. In regards to the face value of tickets we would like to provide clarification. 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, “Note: 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. Ms. [redacted] placed her order on 12/9/2016 and her valid tickets were delivered via email shortly. Although Ms. [redacted] has indicated that she received tickets that varied in location to what was selected during checkout, Ms. [redacted] received tickets in Section: 5 Row: FF; the exact location which she selected. Prior to receiving this claim we spoke with Ms. [redacted] and clarified all of her concerns. At this time we also offered a one-time courtesy resolution in the interest of customer service. Ms. [redacted], however, declined this offer to resolve. As Ms. [redacted] was sufficiently notified of the nature of her purchase, and received the correct tickets prior to her event, which has since passed, we consider this closed. If Ms. [redacted] has any additional concerns we encourage her to contact our customer service. 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, 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. In regards to Mrs. [redacted]’s claim regarding the "face value" of the tickets that they purchased, it should be noted that Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. As Vivid Seats is not directly affiliated with any artist or venue and do not generate tickets as a primary box office, we have no knowledge of listed tickets face value. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “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." This information is readily available on our FAQ page (support.vividseats.com/support/home).Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mrs. [redacted] to utilize this resource for any additional concerns, but 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, 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
Complaint: [redacted]
I am rejecting this response because:This is the same old rhetoric I received while trying to fix the problem online. It's too bad this company doesn't provide any customer service. I will NEVER purchase tickets from this site again!
Extremely disappointed,
[redacted]
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]
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 providing our customer's response. Although they continue to press forward, as we previously clarified our user-driven four-step checkout process sufficiently discloses all order details. Our customer was provided the opportunity to adjust the quantity selected on the ticket listing page, the login page, and the checkout page prior to submitting their order. As we previously stated, our customer filed a dispute with their financial institution regarding this order. Due to the nature of the dispute process, we are unable to assist further while this dispute remains open, and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As we have sufficiently addressed our customer's concerns, clarified that no order can be placed without the customer having been presented with all order details, and agreed to the "all sales are final" policy, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Hello, I appreciate your help. I think that Vivid Seats website is set up in a way to mislead. There is a meter that asks what are you willing to spend on tickets and I moved the meter to about $190. Then a ticket offering comes up. And I took it. Obviously if I had known they were lawn seats I would have not have pursued. I thought I was getting two premium seats at that price which anyone would. Not happy at all with the results. I feel they are misleading and they also have an iron clad policy that says we can’t help you. What business isn’t willing to strike a middle ground for an unsatisfied customer? A seedy one. One that relies on mistakes. It’s a Win-Win for them as long as the public follows their mislead. [redacted]
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.As a secondary marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. As such, sellers transfer tickets from their account to the customer’s. The seller initially facilitated this transfer on 10/15/2017. We were later contacted by our customer that they were encountering difficulty with the process at which time our representatives attempted to troubleshoot with our customer to resolve. We later offered to contact the seller on the purchase to attempt to re-transfer the tickets as a courtesy.Though the seller later informed us they were unable to facilitate this request, we did provide an amicable resolution to our customer via email on 10/23/2017. As such, we consider this matter resolved and encourage our customer to contact us directly with any additional concerns regarding their order.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 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: 12205460
I am rejecting this response because:The business is lying. The costs were never explained and the $180 service fee was never shown before I was billed.This company has 921 complaints against it. 921. I will not pay fraudulent charges. It is theft.
Sincerely,
Chad [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. 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, 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. When Ms. [redacted] chose the tickets she was interested in, she continued to the Login page which displayed a detailed order summary on the right side. After Ms. [redacted] entered an email address to create an account, she then navigated to the Shipping & Delivery page. Ms. [redacted] was presented with the option of Electronic – Instant Download tickets. Above the “Continue” button, there is a link that states, “When will my e-tickets be delivered?” Once clicked the message, “Instant Download allows you to download your electronic tickets via our secure website typically within a few minutes after your order is confirmed. These tickets can be conveniently printed as they generally come in PDF format and contain the bar code that the venue attendant will use to scan for admittance into the venue.” Ms. [redacted] then continued to the Checkout page which featured an even more in-depth order summary that displays the number and prices of her tickets, delivery and service fees, and the total charge. Ms. [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. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All prices in US Dollars. All sales are final.” Ms. [redacted] claimed that her tickets were never delivered; this is inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of they must print their tickets, so we are confident in the transparency of this process. As Ms. [redacted] stated, she placed an order on 1/27/2017 at 3:39 PM CST. Once this order was placed, Ms. [redacted] received an order confirmation via email at 3:39 PM CST. This email with the Subject: “Order Summary – Vivid Seats” clearly stated the ticket and summary details of her order. Ms. [redacted] then received a second email at, also at 3:40 PM CST, with the subject “Your Tickets Are Ready to Print.” In this email, in bold red text, it stated “Your tickets are ready to print” and displayed a large red button which stated, “Review & Print Now.” This information was not displayed in small print though Ms. [redacted] has stated otherwise. Below this red button, it reiterates in bold text, “You must print out the PDF document to gain entry. This email is not a ticket for entry into the event.” This information is also available in detail on our Frequently Asked Questions page under “Shipping, email, and Instant Download Delivery.” Here we clearly state, “We strongly encourage you to print your tickets in advance to ensure you gain admittance to your event quickly and easily. Some venues do possess the capability to scan PDF ticket barcodes from smartphones and other mobile devices, but such capabilities vary by venue—and we cannot guarantee a venue will be able to do so. In many cases, only printed tickets will guarantee entry to an event.” In relation to Ms. [redacted]’s claim that we promote a 100% satisfaction guarantee it should be noted that this is inaccurate. Vivid Seats maintains a 100% Buyer Guarantee. This guarantee is clearly outlined in detail throughout our site which ensures customers valid tickets delivered in time for their event. 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. Our records verify that Ms. [redacted]’s tickets were never downloaded; therefore, she would not have presented her valid barcodes to the venue in order to gain entry. As such, we are unable to penalize the seller for this and Ms. [redacted] does not qualify for a refund. Prior to receiving this claim we thoroughly clarified this information to Ms. [redacted]. In addition to this, we also offered a one-time courtesy resolution in the interest of customer service. In making this offer, Vivid Seats stepped outside of the agreed upon terms; however, Ms. [redacted] declined. Ms. [redacted] received her valid tickets immediately after placing her order on 1/27/2017. This gave her sufficient time to download, print, and bring her valid tickets to her event on 1/28/2017; as such, we consider this matter closed. If Ms. [redacted] has any additional concerns, we encourage her to contact our customer service department. Regards, Vivid Seats
Vivid Seats appreciates the opportunity to address Mr. [redacted] 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. We have reached out to Mr. [redacted] and have come to an amicable resolution, through no fault of our own, which we will explain below.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, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also 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.Mr. [redacted] also stated that certain details of his order, including the prices being in U.S. Dollars were not disclosed in advance. This is inaccurate: our checkout process provides multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left 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. There is also a message displayed above a box that customers must check to authorize the purchase that states: “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." These messages would have been clearly visible to Mr. [redacted] before he submitted his information and finalized the order.As stated above Vivid Seats has reached out to Mr. [redacted], and both parties have found an amicable resolution. We consider this matter resolved—and we 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 welcome him to contact a member of our customer service team.
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their delivery method, so we are confident in the transparency of our checkout process. Mr. [redacted] has indicated that he was not sufficiently notified of his estimated In-Hand Date in reference to his [redacted] tickets; this should be noted as inaccurate. When Mr. [redacted] viewed ticket on the listing page, the estimated In-Hand Date of 5/11/2017 was clearly stated and reiterated on the checkout page for his event taking place on 5/14/2017. These tickets were also listed as “Electronic Transfer.” As a secondary marketplace, the delivery method is selected by the seller, and it is often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. This method of delivery was noted on the ticket listing, Login, Shipping, and on the final Checkout page. In some instances, tickets may be transferred to customers' accounts but not physically visible until closer to the event date; as the tickets must be transferred using [redacted] Transfer, the visibility of the tickets is outside of our purview. Mr. [redacted] has also claimed that his valid tickets were not delivered to him which is inaccurate. Mr. [redacted]’ tickets were transferred to the email address on file on 12/12/2016. Mr. [redacted] later contacted us stating that he had not received this transfer email at which time we provided assistance. We later received a dispute from Mr. [redacted]’ financial institution regarding this transaction. We addressed this, and the dispute was ultimately ruled in our favor on 1/19/2016. Prior to receiving this claim, we attempted to contact Mr. [redacted] multiple times to offer an amicable resolution. We have since discussed this one-time courtesy offer with Mr. [redacted] and both parties have reached an amicable resolution. Mr. [redacted]' financial institution should reflect this resolution in several business days. As such, we consider this matter resolved. 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]