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]
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]
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]
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 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
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]
Complaint: [redacted]
I am rejecting this response because: The last screen I viewed said $458 not $1800 or the largest amount was purposely made in small print. I feel that an email or text confirmation with the total amount would protect the consumers better. And the total amount should be the largest number on the screen. Further, the over $300 in fees should be clear and it is not clear now. I can see many people being mislead by the current last screen.
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. 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
Thank you for contacting us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. It should be noted that Vivid Seats operates on the secondary market, which means that we do not own or generate tickets and are not affiliated with any box...
office or venue; rather, we simply facilitate transactions between fans and ticket holders. Our mission is to connect customers with individual ticket sellers and amazing live events. To this end, we're committed to providing a simple, transparent checkout process.Ms. [redacted] has claimed that she selected tickets for the entire festival weekend. However, it must be noted that this is inaccurate. The event for which Ms. [redacted] selected tickets was titled, "2016 [redacted] - Friday (2nd Weekend)." Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the details of their events, so we are confident in the transparency of our checkout process. When Ms. [redacted] selected tickets and was taken to our checkout page, she was directed to review her itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total. Additionally, she was presented with the bold-text message “All sales are final." Directly above the "place order" button, the message "I agree to the sales terms and conditions above" was stated in bold text, along with a check box that Ms. [redacted] selected to indicate her agreement with this statement. During this process, she was shown an even more in-depth order summary that displayed the quantity and price of her tickets, delivery and service fees, and the total charge highlighted in bold, red text.Regarding Ms. [redacted]'s claim that the price of the tickets was indicative of a 3-day pass, it should be noted that prices on our website are not dependent upon the face value of the tickets. Rather, since all inventory on our site is owned and listed by individual sellers, those sellers determine prices for their tickets based on a number of market factors such as customer demand.Ms. [redacted]'s valid, authentic tickets were delivered to her in advance of the event and she has since confirmed that she received them. As such, Vivid Seats has acted in full accordance with our Sales Terms and Conditions, and has upheld our 100% Buyer Guarantee. Additionally, prior to receiving this complaint we did reach out to Ms. [redacted] regarding this matter. At that time, we provided a courtesy resolution to this issue which Ms. [redacted] indicated was amicable to her. If Ms. [redacted] has any additional concerns regarding this order, we encourage her to contact our customer service team.Regards,Vivid Seats
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 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
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 order for an individual to list tickets on Vivid Seats, every listing must go through a screening process with our Verification team and agree to our seller terms and conditions. This ensures Vivid Seats can stand by our 100% Buyer Guarantee that all tickets sold on our site will be valid and authentic. On 5/31/16 an order was placed for Mr. [redacted]’s listing to the 2016 [redacted] Music Festival on 6/3/16. On 6/1/16 it came to our attention, per the event website, that electronic tickets would not be accepted for entrance and instead, a wristband would be required. We attempted to contact Mr. [redacted] on 6/2/16 regarding this is issue, however he was unavailable at the number provided on file.Although Mr. [redacted] states that the electronic tickets he provided would be valid for entry, this is in contrast to what is clearly stated on the venue site with the statement: "Barcoded tickets will not be issued for this event. Festival wristbands will be delivered by mail and start shipping in late April 2016." As such, in order to provide our customer with valid tickets in time for the event in accordance with our 100% Buyer Guarantee, and after attempting to contact him, we cancelled Mr. [redacted]’s sale. It is the seller's responsibility to ensure the customer receives the exact, valid and authentic ticket in time to attend an event. Vivid Seats has been consistent and transparent in this process. If Mr. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats takes claims of unauthorized activity extremely seriously, and when a customer makes the claim that an order was placed using their information without their knowledge we review the order information to verify whether or not the order is unauthorized. We screen the information used to place the order to determine if there are any discrepancies. Upon further review of the order we were unable to determine any unauthorized activity on Ms. [redacted] account.As a secondary marketplace, Vivid Sits eats 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. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.In addition to this current claim, Ms. [redacted] has also filed a dispute with their credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we encourage Ms. [redacted] to reach out to her bank in regards to its outcome.Regards,Vivid Seats
Thank you for your response regarding this matter. Although Ms. [redacted] continues to press forward with this matter, Vivid Seats maintains that the tickets she received on 1/3/2017 will remain valid for the rescheduled date; therefore, according to our policies this event is not considered cancelled. Additionally, the official venue has clarified that original tickets for the 3/17/2017 date will be honored for the future date. As such, we have fully addressed Ms. [redacted]'s concerns and have adhered to our sales terms and conditions. Should Ms. [redacted] have additional concerns regarding her order, we welcome her to contact our customer service; at this time, we consider this matter closed.Regards,Vivid Seats
Complaint: 12358947
I am rejecting this response because:look vivid seats is bunch of b.s. had plenty of time cancel tickets as far as giving them a hotel that will be staying at so they can send tickets there is off the wall for security reasons is only reason would not give them that info being disabled suffering from P.T.M.S.D. trust issues play big roll day to day routine I asked them send tickets to my home earlier date ?their response is tickets wouldn't be open till 24th oct giving them 3 day's get tickets to my home again bunch of b.s ticket master have same venue same tickets were bought and overnight within 24 hours no where did they say my tickets would be sent out 2 months later when I purchased???and that I checked box that said agree???????????NOWAY LOOK this company has so many disatisfied customers sadly they don't know how treat there customer's concerns they are making big deal over very small problem????they had every chance to make this problem to go away yet want to fight with trying to say I agreed to receiving tickets on 25th of oct?????if this is the case why would I have made hotel flights hotel reservation for 25th october they send 464.00 dollars worth tickets to my door step without me or wife signing for them???? Not My Lost PERIOD this company again has not answered any emails online chat they hang up on us have 934 plus 2 wife and I COMPLAINTS AGAINST THEM LOOK NOT ASKING B.B.B. to do anything but let BUYERS BEWARE How this SO CALLED COMPANY DOES BUSNIESS>>>>.........ALREADY CONTACTED LAWYER I DON'T SIGN NOT LIABLE FOR COST OF TICKETS ON top of that not replying to e=mails phone calls or open chat??? you can close this case as you see fit I can tell you this they will not receive a dime SADLY BACK AND FOURTH ON A COMPANY THAT HAS NOT DONE ANYTHING TO PUT CUSTOMER FIRST 43 YEARS AS EXECUTIVE CHEF NEVER DID I EVER TAKE STEAL OR SET OUT TO FRAUD ANY CUSTOMER>>>>IN SCHOOL'S THAT I INTENDED CUSTOMER WAS ALWAYS RIGHT PERIOD
Sincerely,
Mark [redacted]
Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their price per ticket, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When...
a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red, which includes a breakdown summary of how the price correlates with the number of tickets purchased.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. 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." These messages were clearly visible to Ms. [redacted] during the purchase process. Prior to this complaint, we were in contact with Ms. [redacted] and reiterated our policies, including that all sales are final. Ms. [redacted] has received her tickets and we hope she enjoys her event. If Ms. [redacted] has any additional questions, we encourage her to reach out to us; as it stands, however, 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. 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, 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. This information is readily available on our FAQ page (support.vividseats.com/support/home).In regards to the information printed on the ticket that Ms. [redacted] received, it should be noted that the name on the tickets is consistent with the original purchaser. This is an industry standard, as all tickets are guaranteed to be completely transferable. The name of the attendee does not need to match the name printed on the ticket, and once you arrive at the venue, the staff will scan the bar code on your ticket and allow you admission. Our 100% Buyer Guarantee ensures valid and authentic tickets in time for the event and Ms. [redacted] has been provided the tickets she requested in accordance with company policies. We have been in contact with Ms. [redacted] regarding this issue, and are currently working with her to resolve her complaint amicably. If Ms. [redacted] has any further questions or concerns regarding her order, we encourage her to reach out to a member of our customer service team.Regards,Vivid Seats
Complaint: 12205460
I am rejecting this response because:
Sincerely,
Chad [redacted] This is legalized scalping. I was never given a price breakdown or saw that there was a "service fee". Never. Never saw any service fee listed. Never. What service? None. As I said, $150 ticket paid $331 each, $180 profit per ticket wasnt enough. They snuck in an extra $180 "service fee". This is fraud and scalping. Both illegal. I also never saw, accepted or was explained to about an extra service fee. More deceptive business practices. I clicked to buy two tickets at $331 each ( $662 + tax & shipping) and suddenly the total was $840+ . The fee was added automatically at the end without my approval. This is disgusting and should not be allowed.
Vivid Seats appreciates the opportunity to address Ms. [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 safe and transparent checkout process.Ms. [redacted] has notified us through this complaint that there was an unauthorized charge on her credit card, something we take very seriously and about which we were not aware of before. We have a team of dedicated fraud prevention specialists who have reviewed her order and refunded her consistent with our policy to ensure that our customers are not liable for fraudulent purchases. If Ms. [redacted] has additional questions, we welcome her to contact a member of our customer service team.
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]
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]
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]
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 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
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]
Complaint: [redacted]
I am rejecting this response because: The last screen I viewed said $458 not $1800 or the largest amount was purposely made in small print. I feel that an email or text confirmation with the total amount would protect the consumers better. And the total amount should be the largest number on the screen. Further, the over $300 in fees should be clear and it is not clear now. I can see many people being mislead by the current last screen.
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. 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
Thank you for contacting us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. It should be noted that Vivid Seats operates on the secondary market, which means that we do not own or generate tickets and are not affiliated with any box...
office or venue; rather, we simply facilitate transactions between fans and ticket holders. Our mission is to connect customers with individual ticket sellers and amazing live events. To this end, we're committed to providing a simple, transparent checkout process.Ms. [redacted] has claimed that she selected tickets for the entire festival weekend. However, it must be noted that this is inaccurate. The event for which Ms. [redacted] selected tickets was titled, "2016 [redacted] - Friday (2nd Weekend)." Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the details of their events, so we are confident in the transparency of our checkout process. When Ms. [redacted] selected tickets and was taken to our checkout page, she was directed to review her itemized order breakdown, which clearly displayed all fees, the price per ticket, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total. Additionally, she was presented with the bold-text message “All sales are final." Directly above the "place order" button, the message "I agree to the sales terms and conditions above" was stated in bold text, along with a check box that Ms. [redacted] selected to indicate her agreement with this statement. During this process, she was shown an even more in-depth order summary that displayed the quantity and price of her tickets, delivery and service fees, and the total charge highlighted in bold, red text.Regarding Ms. [redacted]'s claim that the price of the tickets was indicative of a 3-day pass, it should be noted that prices on our website are not dependent upon the face value of the tickets. Rather, since all inventory on our site is owned and listed by individual sellers, those sellers determine prices for their tickets based on a number of market factors such as customer demand.Ms. [redacted]'s valid, authentic tickets were delivered to her in advance of the event and she has since confirmed that she received them. As such, Vivid Seats has acted in full accordance with our Sales Terms and Conditions, and has upheld our 100% Buyer Guarantee. Additionally, prior to receiving this complaint we did reach out to Ms. [redacted] regarding this matter. At that time, we provided a courtesy resolution to this issue which Ms. [redacted] indicated was amicable to her. If Ms. [redacted] has any additional concerns regarding this order, we encourage her to contact our customer service team.Regards,Vivid Seats
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 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
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 order for an individual to list tickets on Vivid Seats, every listing must go through a screening process with our Verification team and agree to our seller terms and conditions. This ensures Vivid Seats can stand by our 100% Buyer Guarantee that all tickets sold on our site will be valid and authentic. On 5/31/16 an order was placed for Mr. [redacted]’s listing to the 2016 [redacted] Music Festival on 6/3/16. On 6/1/16 it came to our attention, per the event website, that electronic tickets would not be accepted for entrance and instead, a wristband would be required. We attempted to contact Mr. [redacted] on 6/2/16 regarding this is issue, however he was unavailable at the number provided on file.Although Mr. [redacted] states that the electronic tickets he provided would be valid for entry, this is in contrast to what is clearly stated on the venue site with the statement: "Barcoded tickets will not be issued for this event. Festival wristbands will be delivered by mail and start shipping in late April 2016." As such, in order to provide our customer with valid tickets in time for the event in accordance with our 100% Buyer Guarantee, and after attempting to contact him, we cancelled Mr. [redacted]’s sale. It is the seller's responsibility to ensure the customer receives the exact, valid and authentic ticket in time to attend an event. Vivid Seats has been consistent and transparent in this process. If Mr. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats takes claims of unauthorized activity extremely seriously, and when a customer makes the claim that an order was placed using their information without their knowledge we review the order information to verify whether or not the order is unauthorized. We screen the information used to place the order to determine if there are any discrepancies. Upon further review of the order we were unable to determine any unauthorized activity on Ms. [redacted] account.As a secondary marketplace, Vivid Sits eats 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. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.In addition to this current claim, Ms. [redacted] has also filed a dispute with their credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we encourage Ms. [redacted] to reach out to her bank in regards to its outcome.Regards,Vivid Seats
Thank you for your response regarding this matter. Although Ms. [redacted] continues to press forward with this matter, Vivid Seats maintains that the tickets she received on 1/3/2017 will remain valid for the rescheduled date; therefore, according to our policies this event is not considered cancelled. Additionally, the official venue has clarified that original tickets for the 3/17/2017 date will be honored for the future date. As such, we have fully addressed Ms. [redacted]'s concerns and have adhered to our sales terms and conditions. Should Ms. [redacted] have additional concerns regarding her order, we welcome her to contact our customer service; at this time, we consider this matter closed.Regards,Vivid Seats
Complaint: 12358947
I am rejecting this response because:look vivid seats is bunch of b.s. had plenty of time cancel tickets as far as giving them a hotel that will be staying at so they can send tickets there is off the wall for security reasons is only reason would not give them that info being disabled suffering from P.T.M.S.D. trust issues play big roll day to day routine I asked them send tickets to my home earlier date ?their response is tickets wouldn't be open till 24th oct giving them 3 day's get tickets to my home again bunch of b.s ticket master have same venue same tickets were bought and overnight within 24 hours no where did they say my tickets would be sent out 2 months later when I purchased???and that I checked box that said agree???????????NOWAY LOOK this company has so many disatisfied customers sadly they don't know how treat there customer's concerns they are making big deal over very small problem????they had every chance to make this problem to go away yet want to fight with trying to say I agreed to receiving tickets on 25th of oct?????if this is the case why would I have made hotel flights hotel reservation for 25th october they send 464.00 dollars worth tickets to my door step without me or wife signing for them???? Not My Lost PERIOD this company again has not answered any emails online chat they hang up on us have 934 plus 2 wife and I COMPLAINTS AGAINST THEM LOOK NOT ASKING B.B.B. to do anything but let BUYERS BEWARE How this SO CALLED COMPANY DOES BUSNIESS>>>>.........ALREADY CONTACTED LAWYER I DON'T SIGN NOT LIABLE FOR COST OF TICKETS ON top of that not replying to e=mails phone calls or open chat??? you can close this case as you see fit I can tell you this they will not receive a dime SADLY BACK AND FOURTH ON A COMPANY THAT HAS NOT DONE ANYTHING TO PUT CUSTOMER FIRST 43 YEARS AS EXECUTIVE CHEF NEVER DID I EVER TAKE STEAL OR SET OUT TO FRAUD ANY CUSTOMER>>>>IN SCHOOL'S THAT I INTENDED CUSTOMER WAS ALWAYS RIGHT PERIOD
Sincerely,
Mark [redacted]
Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their price per ticket, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When...
a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red, which includes a breakdown summary of how the price correlates with the number of tickets purchased.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. 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." These messages were clearly visible to Ms. [redacted] during the purchase process. Prior to this complaint, we were in contact with Ms. [redacted] and reiterated our policies, including that all sales are final. Ms. [redacted] has received her tickets and we hope she enjoys her event. If Ms. [redacted] has any additional questions, we encourage her to reach out to us; as it stands, however, 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. 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, 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. This information is readily available on our FAQ page (support.vividseats.com/support/home).In regards to the information printed on the ticket that Ms. [redacted] received, it should be noted that the name on the tickets is consistent with the original purchaser. This is an industry standard, as all tickets are guaranteed to be completely transferable. The name of the attendee does not need to match the name printed on the ticket, and once you arrive at the venue, the staff will scan the bar code on your ticket and allow you admission. Our 100% Buyer Guarantee ensures valid and authentic tickets in time for the event and Ms. [redacted] has been provided the tickets she requested in accordance with company policies. We have been in contact with Ms. [redacted] regarding this issue, and are currently working with her to resolve her complaint amicably. If Ms. [redacted] has any further questions or concerns regarding her order, we encourage her to reach out to a member of our customer service team.Regards,Vivid Seats
Complaint: 12205460
I am rejecting this response because:
Sincerely,
Chad [redacted] This is legalized scalping. I was never given a price breakdown or saw that there was a "service fee". Never. Never saw any service fee listed. Never. What service? None. As I said, $150 ticket paid $331 each, $180 profit per ticket wasnt enough. They snuck in an extra $180 "service fee". This is fraud and scalping. Both illegal. I also never saw, accepted or was explained to about an extra service fee. More deceptive business practices. I clicked to buy two tickets at $331 each ( $662 + tax & shipping) and suddenly the total was $840+ . The fee was added automatically at the end without my approval. This is disgusting and should not be allowed.
Vivid Seats appreciates the opportunity to address Ms. [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 safe and transparent checkout process.Ms. [redacted] has notified us through this complaint that there was an unauthorized charge on her credit card, something we take very seriously and about which we were not aware of before. We have a team of dedicated fraud prevention specialists who have reviewed her order and refunded her consistent with our policy to ensure that our customers are not liable for fraudulent purchases. If Ms. [redacted] has additional questions, we welcome her to contact a member of our customer service team.