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: 11571993
I am rejecting this response because:[redacted] has cancelled her shows because she is pregnant. Clearly, there will be no shows this year. Vivid tried to contact me and left a telephone number that does not allow me to speak a person, and get clear instructions about getting a refund. Vivid said that they would refund my money to my credit card. However, that credit card has expired and no longer in use. Of course, I could not call them and explain that to them, because of their telephone system. I did email them a new credit card number that I would like the refund to go to. I also asked them to send me acknowledgement that they received this information. I have not heard from them.
Sincerely,
April [redacted]
Thank you for contacting us regarding this matter. It should be noted that Vivid Seats operates on the secondary market and does not own or generate tickets as a primary box office; rather, we facilitate transactions between fans and ticket sellers. All available tickets on our website are listed...
and priced by individual resellers. To this end, we are committed to providing the best possible customer service--and maintaining a transparent purchase process. Our customer has indicated they had issues applying a coupon to an order on our website, to which we would like to provide clarification. Our website is completely user-driven and all order details, including applicable discounts, are clearly displayed to all customers prior to checkout. All discounts available on our website have stipulations regarding how to use each coupon, including how much customers need to spend in order for the coupon to be applied. Though our customer does not have an active order with us, we are more than happy to discuss and review any coupons our customer has upon inquiry via phone or our Live Chat application. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Although our customer has indicated that they did not receive tickets, this should be noted as inaccurate. When our customer selected a listing for a football game on 9/24/2017, they selected a listing which was classified as [redacted]. This ticket type is a form of electronic ticketing where access into the event is granted by presenting a form of digital ID, such as a credit card or via the [redacted] mobile app after registering for an account on the [redacted] website. Our customer placed their order on 9/18/2017 at 10:02 PM CST and their [redacted] tickets were delivered to the email address on file on 9/19/2017 at 10:08 AM CST.We later discussed this matter with our customer on 9/22/2017 and offered to look into re-transferring the tickets. We discussed this matter with the seller on the order and were informed that they would not be able to facilitate this request as the tickets were only able to be transferred once. As such, a representative aided our customer in setting up and reviewing their [redacted] account to accept the transfer.As a secondary marketplace, Vivid Seats is not affiliated with event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed-to by our customer at the time of checkout.As valid tickets were transferred to our customer on 9/19/2017 for them to accept through their [redacted] account, we have fully adhered to our terms and consider this matter closed. If our customer has additional questions regarding their order, we welcome them to contact us to further discuss.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Our customer was prompted to select the listing they were interested in for Cheech and Chong. Every listing on our site is specified by the price per ticket. Once selected, our customer continued to the Login page which displays a detailed order summary on the right side restating the price per ticket and event details. Although our customer has indicated that their order total was not displayed prior to the purchase, this is inaccurate. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $962.16 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $962.16.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on 7/8/2017 and immediately received their valid tickets prior to their event on 7/22/2017. Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. As all order details were sufficiently displayed prior to placing their order, including the price per ticket, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department for assistance.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for 2017 [redacted], they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $697.31 highlighted in bold text. Although our customer has indicated otherwise, this information is fully disclosed prior to entering any payment information. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $697.31.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details, including the order total, were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us, 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, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] has indicated that he purchased two tickets rather than four; however, this should be noted as inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the number of tickets selected so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Our site is user-driven meaning that all order details are either selected or inputted by the customer during the checkout process. When Mr. [redacted] viewed tickets for Ringling Bros B&B Circus, he was provided the opportunity to adjust the quantity selected. With four tickets selected, Mr. [redacted] continued to the Login page. Here Mr. [redacted] was displayed a detailed order summary on the right side with another opportunity to select or adjust his desired quantity. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $358.26 highlighted in bold, red text prior to entering his payment information. This order summary reiterated the quantity selected and provided Mr. [redacted] with a third and final opportunity to modify this. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this box the message, “By clicking ‘Place Order,’ your credit card will be charged $358.26.” Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] stated that his seats were occupied; however, our records verify that he had not downloaded his tickets to review the specific seat numbers which were delivered to him on 1/26/2017. Nevertheless, Vivid Seats delivered the four valid tickets Mr. [redacted] purchased prior to his event, therefore fulfilling our sales terms and conditions. As such, we consider this matter closed. If Mr. Stopler has any additional concerns, we encourage him to contact our customer service department. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms. [redacted] placed an order for two tickets to a “New York Yankees at Atlanta Braves” exhibition game. We would like to clarify that as a secondary marketplace, Vivid Seats does not have any affiliation with the Atlanta Braves or [redacted]; rather, the Atlanta Braves and [redacted] facilitate what is classified as an Electronic Transfer of tickets. Therefore, our sellers electronically transfer tickets to our customer through the [redacted] site. Ms. [redacted] tickets were initially transferred to the [redacted] account on 3/13/2017; prior to the event occurring on 3/31/2017. As the Electronic Transfer of tickets is operated by the Atlanta Braves and [redacted], tickets may be transferred well before an event though they are often not visible until closer to the event date and time; such matters are outside of our purview. Ms. [redacted] contacted us on 3/30/2017 stating that she was unable to access her tickets. At this time, she spoke with multiple customer service agents who clarified that tickets would be accessible on the [redacted] application; the same location where the tickets were originally accepted. As Ms. [redacted] was still having trouble viewing tickets, our customer service agents also suggested viewing her order on the MLB or Atlanta Braves application and sites as tickets would also be accessible on all platforms. Ms. [redacted] informed our agents that she would not be attending the event and inquired how her husband would be able to access the tickets. At this time, our agents simply suggested providing her husband with the account login information to view the tickets.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed upon by Ms. [redacted] at the time of purchase.Ms. [redacted] confirmed receipt of these tickets on 3/31/2017 at roughly 6:20 PM EDT, prior to the event which started at 7:35 PM EDT though they were originally transferred on 3/13/2017. As Ms. [redacted] valid tickets were transferred prior to her event, which has since passed, we consider this matter closed. If Ms. [redacted] has any additional concerns, we welcome her to contact our customer service department to assist.Regards,Vivid Seats
Thank you for 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: [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, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats has been in contact with Mr. [redacted], and both parties have reached an amicable resolution. As such, we consider this matter...
resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace 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.Our customer placed their order on 11/21/2016 and their valid tickets were delivered on 11/23/2017 prior to their event on 6/9/2017. We later received a financial dispute in regards to this order on 12/16/2016. As this dispute is a direct violation of the sales terms and conditions agreed to by the customer at the time of checkout, the tickets which were delivered on 11/23/2016 were later invalidated while the dispute remained open.We addressed this, and the dispute was ultimately ruled in our favor. As such, we have emailed our customer in regards to this matter and we consider this matter closed. For any additional concerns regarding the dispute process or outcome, we encourage our customer to contact the financial institution with which it was filed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. We would like to take the time to address the concerns of our valued customer, Mr. [redacted]. 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.Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industry. This policy is disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”Regarding Mr. [redacted]’s claim that he did not approve the purchase, it must be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details and agreeing to the purchase. When Mr. [redacted] selected the tickets he was interested in, he was taken to the the first step of our 4-screen checkout process. Once there, he was asked whether he would be paying with [redacted] or with a credit card. Mr. [redacted] selected [redacted], and accordingly was asked to login to [redacted]. After logging in to [redacted], he was then brought to the next step in the Checkout process. At that time, Mr. [redacted] was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Mr. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Mr. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying his agreement with this statement. During this process, Mr. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of his tickets, the delivery and service fees, and the total charge in bold, red text.Mr. [redacted]'s valid, authentic tickets were delivered to him via email moments after he submitted his order, and he downloaded them shortly thereafter. The event in question took place on 8/5/16. Vivid Seats has fully adhered to the Sales Terms and Conditions to which Mr. [redacted] agreed prior to purchase. Additionally, we have reached out to Mr. [redacted] and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we encourage Mr. [redacted] to reach out to us if he has any further questions or concerns.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected the tickets she was interested in they were clearly listed at $126 each, not $32 each as Ms. [redacted] stated. Our site is user-driven meaning all order details generate from what the customer selects or inputs during the checkout process. Once tickets were selected Ms. [redacted] continued to the Login page which displayed a detailed order summary on the right side again stating the price per ticket. After the customer entered an email address to create an account, she navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $960 highlighted in bold, red text. At this point, 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. Directly below this Ms. [redacted] was again presented with a message stating the total charge, “By clicking ‘Place Order,’ your credit card will be charged $960.00.” 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).” Although Ms. [redacted] requested that her tickets be exchanged since tickets are listed by individual sellers, we are unable to do so. Stated clearly in our sales terms it states, “All sales are final; there are no cancellations, returns, or exchanges.” 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 once an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy which is common throughout the industry. It should also be noted that in addition to this current claim, Ms. [redacted] has filed a dispute with her financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage Ms. [redacted] to contact her financial institution with any questions regarding its process or outcome. At this time, we consider this matter closed. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Vivid seats' website is misleading and unclear, which caused me to buy tickets with delivery method I would have not chosen to hassle with. Specifically the web site indicates "Estimated ship date" when you select the tickets. However, in later screens in the checkout it indicates "special delivery" with a description and list of potential ways in which you will receive the tickets. Needless to say, they are not SHIPPING anything to me. I will only get these tickets an hour before the show, having to meet/find some stranger to get them from. For 2000$$$$??! Really? I received a phone call yesterday from vivid seats that I honestly thought was a joke. They offered to cancel my order for these tickets for a 25% relist fee!!!! This is just horrible. The phone call ended with no resolution.I will only accept a resolution that includes getting these tickets in my hand before the day of the show. Misleading information on their website, along with continued horrible customer service.
Sincerely,
Bryan [redacted]
Thank you for your response regarding this matter. As we previously clarified, Ms. [redacted]'s event was rescheduled, not canceled. The tickets she received on 1/19/2017 will still be valid for the rescheduled date; as Ms. [redacted] received her valid tickets prior to her event, her order has not undergone any complications.In regards to listing on our site, when customers purchase tickets on our site we do not guarantee that they will be able to relist their tickets for sale as well. As the Vivid Seats website does not allow fans to list Flash Seats tickets, Ms. [redacted] is unable to list her tickets since her tickets are neither hard stock nor PDF etickets. As we have fully addressed Ms. [redacted]'s concerns, we consider this matter closed. For any additional concerns Ms. [redacted] has regarding her order, we welcome her to contact our customer service. 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.Ms. [redacted] is claiming that their order total for their tickets was $525.00,when in fact that was the price per ticket. 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 an order, as 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. Ms. [redacted] is shown the number and prices of tickets (4 X $525.00 each), delivery and service fees ($539.32), and the total charge highlighted in red ($2639.32). 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. 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. 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 would have been clearly visible to Ms. [redacted] during the purchase process.We have been in contact with Ms. [redacted] regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Ms. [redacted] may have, 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. In regards to Ms. [redacted] statement about the service fees, it should be noted that 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). We have been in contact with Ms. [redacted] regarding this issue and have reached an amicable resolution. We hope she will consider Vivid Seats for her future ticketing needs and, as always, our customer service team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats 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
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: 11571993
I am rejecting this response because:[redacted] has cancelled her shows because she is pregnant. Clearly, there will be no shows this year. Vivid tried to contact me and left a telephone number that does not allow me to speak a person, and get clear instructions about getting a refund. Vivid said that they would refund my money to my credit card. However, that credit card has expired and no longer in use. Of course, I could not call them and explain that to them, because of their telephone system. I did email them a new credit card number that I would like the refund to go to. I also asked them to send me acknowledgement that they received this information. I have not heard from them.
Sincerely,
April [redacted]
Thank you for contacting us regarding this matter. It should be noted that Vivid Seats operates on the secondary market and does not own or generate tickets as a primary box office; rather, we facilitate transactions between fans and ticket sellers. All available tickets on our website are listed...
and priced by individual resellers. To this end, we are committed to providing the best possible customer service--and maintaining a transparent purchase process. Our customer has indicated they had issues applying a coupon to an order on our website, to which we would like to provide clarification. Our website is completely user-driven and all order details, including applicable discounts, are clearly displayed to all customers prior to checkout. All discounts available on our website have stipulations regarding how to use each coupon, including how much customers need to spend in order for the coupon to be applied. Though our customer does not have an active order with us, we are more than happy to discuss and review any coupons our customer has upon inquiry via phone or our Live Chat application. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Although our customer has indicated that they did not receive tickets, this should be noted as inaccurate. When our customer selected a listing for a football game on 9/24/2017, they selected a listing which was classified as [redacted]. This ticket type is a form of electronic ticketing where access into the event is granted by presenting a form of digital ID, such as a credit card or via the [redacted] mobile app after registering for an account on the [redacted] website. Our customer placed their order on 9/18/2017 at 10:02 PM CST and their [redacted] tickets were delivered to the email address on file on 9/19/2017 at 10:08 AM CST.We later discussed this matter with our customer on 9/22/2017 and offered to look into re-transferring the tickets. We discussed this matter with the seller on the order and were informed that they would not be able to facilitate this request as the tickets were only able to be transferred once. As such, a representative aided our customer in setting up and reviewing their [redacted] account to accept the transfer.As a secondary marketplace, Vivid Seats is not affiliated with event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed-to by our customer at the time of checkout.As valid tickets were transferred to our customer on 9/19/2017 for them to accept through their [redacted] account, we have fully adhered to our terms and consider this matter closed. If our customer has additional questions regarding their order, we welcome them to contact us to further discuss.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Our customer was prompted to select the listing they were interested in for Cheech and Chong. Every listing on our site is specified by the price per ticket. Once selected, our customer continued to the Login page which displays a detailed order summary on the right side restating the price per ticket and event details. Although our customer has indicated that their order total was not displayed prior to the purchase, this is inaccurate. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $962.16 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $962.16.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on 7/8/2017 and immediately received their valid tickets prior to their event on 7/22/2017. Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. As all order details were sufficiently displayed prior to placing their order, including the price per ticket, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department for assistance.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for 2017 [redacted], they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $697.31 highlighted in bold text. Although our customer has indicated otherwise, this information is fully disclosed prior to entering any payment information. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $697.31.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details, including the order total, were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us, 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, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Mr. [redacted] has indicated that he purchased two tickets rather than four; however, this should be noted as inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the number of tickets selected so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Our site is user-driven meaning that all order details are either selected or inputted by the customer during the checkout process. When Mr. [redacted] viewed tickets for Ringling Bros B&B Circus, he was provided the opportunity to adjust the quantity selected. With four tickets selected, Mr. [redacted] continued to the Login page. Here Mr. [redacted] was displayed a detailed order summary on the right side with another opportunity to select or adjust his desired quantity. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $358.26 highlighted in bold, red text prior to entering his payment information. This order summary reiterated the quantity selected and provided Mr. [redacted] with a third and final opportunity to modify this. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this box the message, “By clicking ‘Place Order,’ your credit card will be charged $358.26.” Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] stated that his seats were occupied; however, our records verify that he had not downloaded his tickets to review the specific seat numbers which were delivered to him on 1/26/2017. Nevertheless, Vivid Seats delivered the four valid tickets Mr. [redacted] purchased prior to his event, therefore fulfilling our sales terms and conditions. As such, we consider this matter closed. If Mr. Stopler has any additional concerns, we encourage him to contact our customer service department. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms. [redacted] placed an order for two tickets to a “New York Yankees at Atlanta Braves” exhibition game. We would like to clarify that as a secondary marketplace, Vivid Seats does not have any affiliation with the Atlanta Braves or [redacted]; rather, the Atlanta Braves and [redacted] facilitate what is classified as an Electronic Transfer of tickets. Therefore, our sellers electronically transfer tickets to our customer through the [redacted] site. Ms. [redacted] tickets were initially transferred to the [redacted] account on 3/13/2017; prior to the event occurring on 3/31/2017. As the Electronic Transfer of tickets is operated by the Atlanta Braves and [redacted], tickets may be transferred well before an event though they are often not visible until closer to the event date and time; such matters are outside of our purview. Ms. [redacted] contacted us on 3/30/2017 stating that she was unable to access her tickets. At this time, she spoke with multiple customer service agents who clarified that tickets would be accessible on the [redacted] application; the same location where the tickets were originally accepted. As Ms. [redacted] was still having trouble viewing tickets, our customer service agents also suggested viewing her order on the MLB or Atlanta Braves application and sites as tickets would also be accessible on all platforms. Ms. [redacted] informed our agents that she would not be attending the event and inquired how her husband would be able to access the tickets. At this time, our agents simply suggested providing her husband with the account login information to view the tickets.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed upon by Ms. [redacted] at the time of purchase.Ms. [redacted] confirmed receipt of these tickets on 3/31/2017 at roughly 6:20 PM EDT, prior to the event which started at 7:35 PM EDT though they were originally transferred on 3/13/2017. As Ms. [redacted] valid tickets were transferred prior to her event, which has since passed, we consider this matter closed. If Ms. [redacted] has any additional concerns, we welcome her to contact our customer service department to assist.Regards,Vivid Seats
Thank you for 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: [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, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats has been in contact with Mr. [redacted], and both parties have reached an amicable resolution. As such, we consider this matter...
resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace 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.Our customer placed their order on 11/21/2016 and their valid tickets were delivered on 11/23/2017 prior to their event on 6/9/2017. We later received a financial dispute in regards to this order on 12/16/2016. As this dispute is a direct violation of the sales terms and conditions agreed to by the customer at the time of checkout, the tickets which were delivered on 11/23/2016 were later invalidated while the dispute remained open.We addressed this, and the dispute was ultimately ruled in our favor. As such, we have emailed our customer in regards to this matter and we consider this matter closed. For any additional concerns regarding the dispute process or outcome, we encourage our customer to contact the financial institution with which it was filed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. We would like to take the time to address the concerns of our valued customer, Mr. [redacted]. 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.Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industry. This policy is disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”Regarding Mr. [redacted]’s claim that he did not approve the purchase, it must be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details and agreeing to the purchase. When Mr. [redacted] selected the tickets he was interested in, he was taken to the the first step of our 4-screen checkout process. Once there, he was asked whether he would be paying with [redacted] or with a credit card. Mr. [redacted] selected [redacted], and accordingly was asked to login to [redacted]. After logging in to [redacted], he was then brought to the next step in the Checkout process. At that time, Mr. [redacted] was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Mr. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Mr. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying his agreement with this statement. During this process, Mr. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of his tickets, the delivery and service fees, and the total charge in bold, red text.Mr. [redacted]'s valid, authentic tickets were delivered to him via email moments after he submitted his order, and he downloaded them shortly thereafter. The event in question took place on 8/5/16. Vivid Seats has fully adhered to the Sales Terms and Conditions to which Mr. [redacted] agreed prior to purchase. Additionally, we have reached out to Mr. [redacted] and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we encourage Mr. [redacted] to reach out to us if he has any further questions or concerns.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected the tickets she was interested in they were clearly listed at $126 each, not $32 each as Ms. [redacted] stated. Our site is user-driven meaning all order details generate from what the customer selects or inputs during the checkout process. Once tickets were selected Ms. [redacted] continued to the Login page which displayed a detailed order summary on the right side again stating the price per ticket. After the customer entered an email address to create an account, she navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $960 highlighted in bold, red text. At this point, 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. Directly below this Ms. [redacted] was again presented with a message stating the total charge, “By clicking ‘Place Order,’ your credit card will be charged $960.00.” 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).” Although Ms. [redacted] requested that her tickets be exchanged since tickets are listed by individual sellers, we are unable to do so. Stated clearly in our sales terms it states, “All sales are final; there are no cancellations, returns, or exchanges.” 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 once an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy which is common throughout the industry. It should also be noted that in addition to this current claim, Ms. [redacted] has filed a dispute with her financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage Ms. [redacted] to contact her financial institution with any questions regarding its process or outcome. At this time, we consider this matter closed. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Vivid seats' website is misleading and unclear, which caused me to buy tickets with delivery method I would have not chosen to hassle with. Specifically the web site indicates "Estimated ship date" when you select the tickets. However, in later screens in the checkout it indicates "special delivery" with a description and list of potential ways in which you will receive the tickets. Needless to say, they are not SHIPPING anything to me. I will only get these tickets an hour before the show, having to meet/find some stranger to get them from. For 2000$$$$??! Really? I received a phone call yesterday from vivid seats that I honestly thought was a joke. They offered to cancel my order for these tickets for a 25% relist fee!!!! This is just horrible. The phone call ended with no resolution.I will only accept a resolution that includes getting these tickets in my hand before the day of the show. Misleading information on their website, along with continued horrible customer service.
Sincerely,
Bryan [redacted]
Thank you for your response regarding this matter. As we previously clarified, Ms. [redacted]'s event was rescheduled, not canceled. The tickets she received on 1/19/2017 will still be valid for the rescheduled date; as Ms. [redacted] received her valid tickets prior to her event, her order has not undergone any complications.In regards to listing on our site, when customers purchase tickets on our site we do not guarantee that they will be able to relist their tickets for sale as well. As the Vivid Seats website does not allow fans to list Flash Seats tickets, Ms. [redacted] is unable to list her tickets since her tickets are neither hard stock nor PDF etickets. As we have fully addressed Ms. [redacted]'s concerns, we consider this matter closed. For any additional concerns Ms. [redacted] has regarding her order, we welcome her to contact our customer service. 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.Ms. [redacted] is claiming that their order total for their tickets was $525.00,when in fact that was the price per ticket. 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 an order, as 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. Ms. [redacted] is shown the number and prices of tickets (4 X $525.00 each), delivery and service fees ($539.32), and the total charge highlighted in red ($2639.32). 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. 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. 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 would have been clearly visible to Ms. [redacted] during the purchase process.We have been in contact with Ms. [redacted] regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Ms. [redacted] may have, 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. In regards to Ms. [redacted] statement about the service fees, it should be noted that 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). We have been in contact with Ms. [redacted] regarding this issue and have reached an amicable resolution. We hope she will consider Vivid Seats for her future ticketing needs and, as always, our customer service team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats 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