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.
Thank you for reaching out to us and giving us the opportunity to address a reported concern from one of our customers. 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.[redacted] states that she is upset that the tickets she purchased for [redacted] were automatically upgraded by the seller before delivery, but we are confident that resulting seats were, in fact, upgrades from the original section and row. The order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.[redacted] These terms, which are clearly visible on our website, state: "Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellers. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of time. The change that was ultimately applied to [redacted] order moved her from the Balcony to the Orchestra, which moved her closer to the action and was therefore considered to be an upgrade.Furthermore, [redacted] reached out to our customer service department where we looked into the issue and explained the upgrade to her tickets and the policies she agreed to when she checked out. We attempted further clarification in phone calls after her initial contact but [redacted] was unavailable during those times, although she still could have responded either via phone or email should she had any outstanding questions.Again, these tickets had already been obtained by [redacted] when she reached out to us, and per the stated policies, we are unable to honor her cancellation request and provide a refund. However, we will continue to assist with any further questions or even helping [redacted] resell her tickets through our site at no additional cost. If [redacted] wishes to pursue this option, we encourage her to contact a member of our customer service department. As it stands, we consider this matter closed.Thank you,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: 12135946
I am rejecting this response because: vividseats misled actual costs until after credit card was charged with a completely different amount indicated on website which would be charged to credit card. A+ accredited rating for this business with over 80% negative tells me that it only takes money to buy an accreditation with Revdex.com. The hundreds of complaints and reviews indicate that Revdex.com is just another marketing company. Far from what it was used to be (for the consumer)....
Sincerely,
Darlene [redacted]
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]
Thank you for reaching out to us; we appreciate the opportunity to address Mr. [redacted]' concerns. As context, Vivid Seats operates a secondary marketplace for the exchange of live event tickets 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] indicates that his price differed from the "face value" printed on the ticket. Indeed, that is correct, and it was disclosed to him in advance. As Vivid Seats operates a secondary marketplace, prices are not based on the "face value" from the primary box office. Rather, prices are set by individual ticket sellers -- not by Vivid Seats -- and are based on those sellers' assessments of various market factors, including customer demand. This information is clearly disclosed to all customers who shop on our website. For example, the ticket selection page displays the following message: "NOTE: Prices set by sellers, may be over face-value." The specific ticket listing that was selected by Mr. [redacted] showed 3 tickets at a per-ticket price of $84 before fees. That price was determined by the seller who created the ticket listing; Vivid Seats adds processing and delivery fees to each order to cover the costs of running a professional website and full-service contact center, screening seller ticket listings to ensure only valid and authentic tickets are being sold through our exchange, and continually investing in technology improvements in order to provide the simplest and safest experience for both buyers and sellers. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, including service fees, 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; it is in no way misleading or deceptive. When Mr. [redacted] selected the tickets he was interested in purchasing, he was first taken to the Login page, which displayed a basic order summary on the right side. After he provided his email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary including the ticket price and quantity, delivery and service fees, and the total charge of $339.86 highlighted in bold, red text. After he entered his payment information and before he completed the purchase, Mr. [redacted] was 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 that message, the following was displayed in bold: “By clicking ‘Place Order,’ your credit card will be charged $339.86.” As Vivid Seats operates a marketplace connecting buyers and sellers, 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. All of our policies, including our “all sales are final” policy, are disclosed throughout the purchase process, such as with the following message at checkout: “All sales are final. All prices are listed in US Dollars (USD).” Though we are unable to cancel Mr. [redacted]' order, we encourage him to contact our customer service department with any additional concerns he may have; as it currently stands, we consider this matter closed. Regards, Vivid Seats
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 not at all satisfactory to me. I am still out $115. I understand your corporate policy's. I also understand you want to keep customers for life. I'm asking vivid seats to reimburse my full amount, due to lack of customer satisfaction.
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 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. On 10/12 Mr. [redacted] selected the tickets he was interested in for the [redacted] event on 10/19, he continued to the Login page which displayed a detailed order summary on the right side. After the customer 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 highlighted in bold, red text.At this point, Mr. [redacted] was also presented with the message “I agree to Vivid Seats sales terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this in bold text the message, “By clicking ‘Place Order,’ your account will be charged $244.68” was presented to Mr. [redacted]. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout. Prior to receiving this complaint we have discussed this matter thoroughly with Mr. [redacted] clarifying that our checkout process offers customers multiple opportunities to review their order. We encourage Mr. [redacted] to contact our customer service team with any additional concerns regarding his order, as it currently stands, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. 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 any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matter. If the customer's claim is substantiated, our 100% Buyer Guarantee ensures that the customer will receive a full refund for their order. After our thorough investigation into this matter, we have determined that Ms. [redacted] tickets were in fact valid for entry; as such, we are unable to substantiate her claim. For this reason, Ms. [redacted] is not due to receive a refund, per the agreed-to terms and conditions.Nevertheless, we were in contact with Ms. [redacted] a number of times prior to receiving this claim. During this time we clarified this information in addition to offering a courtesy resolution even though her tickets were deemed valid. This offer was made in the interest of customer service, stepping outside of the agreed upon terms. Ms. [redacted] accepted this resolution which was issued on 3/3/2017 though Ms. [redacted] continues to press forward. As we previously expressed to Ms. [redacted], should she wish to reopen the investigation by providing further documentation, we encourage her to contact our customer service management team. At this time, we consider this matter closed and encourage Ms. [redacted] to contact her financial institution should she not see the resolution in 3-5 business days.Regards,Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer, Mr. [redacted]. Vivid Seats operates on the secondary market, and 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 ticket-selling process.Prior to listing his tickets for sale on our website, Mr. [redacted] was made aware that if his tickets were to sell, he would need to confirm the transaction within a given time frame. Mr. [redacted] listed tickets for sale on our website, but after the tickets sold, he did not confirm the transaction within the allotted time frame. Our customer service team reached out to Mr. [redacted] on the date of the event, 4/1/16, alerting him to the time-sensitive nature of this required action. Mr. [redacted] was unavailable to take the phone call, therefore a voicemail detailing this situation was left. Mr. [redacted] did not confirm the sale after our customer service team contacted him, resulting in the cancellation of the sale. As stated in the terms and conditions to which Mr. [redacted] agreed prior to listing, Vivid Seats may cancel an order at any time prior to receipt of a Seller's confirmation. (http://www.vividseats.com/sellerterms.html).Mr. [redacted] contacted our customer service team on 4/5/16 to inquire about this matter, at which time our agent provided the information that because he had not confirmed the sale of his tickets, the sale was cancelled and the order was replaced with other inventory. Mr. [redacted] claims that a system error on Vivid Seats' website caused his transaction to go unconfirmed. It must be noted, however, that this is inaccurate. Our ticket-listing service is completely user-driven.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the ticket selling process, so we are confident in the transparency of our website. When corresponding with our customer service team, Mr. [redacted] claimed that he had documentation that some type of system error had occurred. Our agent encouraged Mr. [redacted] to submit any such documentation for our review, but none was submitted. Vivid Seats has acted in full accordance with the terms and conditions that Mr. [redacted] agreed to prior to listing his tickets on our site. If Mr. [redacted] has any further questions or concerns regarding this matter, we encourage him to reach out to our customer service team.As it stands, we consider this matter closed. 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
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: [redacted]
I am rejecting this response because: Vivd YOU JUST LIED!!!!!!!!! I uploaded the the tickets after I end ALL communication with Vivid.. Telephone and text.. YOU LIED. I took a screen shoot of that exact time I uploaded the tickets. its doesn't match up to your story. You have just been caught lying. Drop this all ready
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]
Initial Business Response /* (1000, 5, 2015/09/16) */
Vivid Seats has reached out to Ms. [redacted] and both parties have found an amicable resolution. We consider this matter resolved.
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 changing market factors such as customer demand. This means that ticket prices can fluctuate at any time, and as a result, sellers are notified as soon as an order is placed. This practice is clearly disclosed throughout our website and the order process. In addition, the fact that customers are purchasing tickets 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" policya 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." Again, we have contacted Ms. [redacted] about her concerns and resolution has been met. We consider this matter resolved at this time.
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 facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their placed orders, 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. 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.”We have been in contact with Ms. [redacted] regarding this issue and have assisted her in reselling the tickets she no longer wished to use. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed and encourage Ms. [redacted] to contact us if she has additional questions.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address Ms. [redacted]'s concerns. At Vivid Seats, protecting the personal information of our customers is of utmost importance. To that end, our verification system reviews each order that is submitted on our site...
to ensure that no unauthorized activity is able to take place. Based on the billing information provided, in certain cases additional verification may be required to confirm that an order was authorized by the card holder. In those cases, Vivid Seats does not process payment until the purchase can be authorized by the card holder. Because of the information Ms. [redacted] provided when she made the purchase, additional verification was required via an electronic form that was to be completed before we could process her order. Ms. [redacted] was unable to complete this form due to reasons beyond our purview. Vivid Seats facilitates many transactions each day with fully satisfied customers who experience no difficulty in completing the verification process, so we are confident in the transparency of this process. As stated above, Vivid Seats is unable to process payment until an order is confirmed; therefore, payment on this order was never processed and we are unable to provide a refund. Any pending hold on her funds will be released automatically by her financial institution within a few business days. If Ms. [redacted] has any further questions regarding this transaction, we encourage her to reach out to her financial institution. As it stands, this matter has been resolved. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Vivid Seats is lying. At absolutely no time did I open or respond to any such email at "[email protected]". And, at absolutely no time did I accept any such transfer. They are liars and have a reputation for being so. Fine, if that's how they want to be I Will summons them to court!
Sincerely,
Dale [redacted]
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.
Thank you for reaching out to us and giving us the opportunity to address a reported concern from one of our customers. 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.[redacted] states that she is upset that the tickets she purchased for [redacted] were automatically upgraded by the seller before delivery, but we are confident that resulting seats were, in fact, upgrades from the original section and row. The order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.[redacted] These terms, which are clearly visible on our website, state: "Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellers. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of time. The change that was ultimately applied to [redacted] order moved her from the Balcony to the Orchestra, which moved her closer to the action and was therefore considered to be an upgrade.Furthermore, [redacted] reached out to our customer service department where we looked into the issue and explained the upgrade to her tickets and the policies she agreed to when she checked out. We attempted further clarification in phone calls after her initial contact but [redacted] was unavailable during those times, although she still could have responded either via phone or email should she had any outstanding questions.Again, these tickets had already been obtained by [redacted] when she reached out to us, and per the stated policies, we are unable to honor her cancellation request and provide a refund. However, we will continue to assist with any further questions or even helping [redacted] resell her tickets through our site at no additional cost. If [redacted] wishes to pursue this option, we encourage her to contact a member of our customer service department. As it stands, we consider this matter closed.Thank you,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: 12135946
I am rejecting this response because: vividseats misled actual costs until after credit card was charged with a completely different amount indicated on website which would be charged to credit card. A+ accredited rating for this business with over 80% negative tells me that it only takes money to buy an accreditation with Revdex.com. The hundreds of complaints and reviews indicate that Revdex.com is just another marketing company. Far from what it was used to be (for the consumer)....
Sincerely,
Darlene [redacted]
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]
Thank you for reaching out to us; we appreciate the opportunity to address Mr. [redacted]' concerns. As context, Vivid Seats operates a secondary marketplace for the exchange of live event tickets 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] indicates that his price differed from the "face value" printed on the ticket. Indeed, that is correct, and it was disclosed to him in advance. As Vivid Seats operates a secondary marketplace, prices are not based on the "face value" from the primary box office. Rather, prices are set by individual ticket sellers -- not by Vivid Seats -- and are based on those sellers' assessments of various market factors, including customer demand. This information is clearly disclosed to all customers who shop on our website. For example, the ticket selection page displays the following message: "NOTE: Prices set by sellers, may be over face-value." The specific ticket listing that was selected by Mr. [redacted] showed 3 tickets at a per-ticket price of $84 before fees. That price was determined by the seller who created the ticket listing; Vivid Seats adds processing and delivery fees to each order to cover the costs of running a professional website and full-service contact center, screening seller ticket listings to ensure only valid and authentic tickets are being sold through our exchange, and continually investing in technology improvements in order to provide the simplest and safest experience for both buyers and sellers. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, including service fees, 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; it is in no way misleading or deceptive. When Mr. [redacted] selected the tickets he was interested in purchasing, he was first taken to the Login page, which displayed a basic order summary on the right side. After he provided his email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary including the ticket price and quantity, delivery and service fees, and the total charge of $339.86 highlighted in bold, red text. After he entered his payment information and before he completed the purchase, Mr. [redacted] was 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 that message, the following was displayed in bold: “By clicking ‘Place Order,’ your credit card will be charged $339.86.” As Vivid Seats operates a marketplace connecting buyers and sellers, 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. All of our policies, including our “all sales are final” policy, are disclosed throughout the purchase process, such as with the following message at checkout: “All sales are final. All prices are listed in US Dollars (USD).” Though we are unable to cancel Mr. [redacted]' order, we encourage him to contact our customer service department with any additional concerns he may have; as it currently stands, we consider this matter closed. Regards, Vivid Seats
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 not at all satisfactory to me. I am still out $115. I understand your corporate policy's. I also understand you want to keep customers for life. I'm asking vivid seats to reimburse my full amount, due to lack of customer satisfaction.
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 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. On 10/12 Mr. [redacted] selected the tickets he was interested in for the [redacted] event on 10/19, he continued to the Login page which displayed a detailed order summary on the right side. After the customer 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 highlighted in bold, red text.At this point, Mr. [redacted] was also presented with the message “I agree to Vivid Seats sales terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this in bold text the message, “By clicking ‘Place Order,’ your account will be charged $244.68” was presented to Mr. [redacted]. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout. Prior to receiving this complaint we have discussed this matter thoroughly with Mr. [redacted] clarifying that our checkout process offers customers multiple opportunities to review their order. We encourage Mr. [redacted] to contact our customer service team with any additional concerns regarding his order, as it currently stands, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. 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 any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matter. If the customer's claim is substantiated, our 100% Buyer Guarantee ensures that the customer will receive a full refund for their order. After our thorough investigation into this matter, we have determined that Ms. [redacted] tickets were in fact valid for entry; as such, we are unable to substantiate her claim. For this reason, Ms. [redacted] is not due to receive a refund, per the agreed-to terms and conditions.Nevertheless, we were in contact with Ms. [redacted] a number of times prior to receiving this claim. During this time we clarified this information in addition to offering a courtesy resolution even though her tickets were deemed valid. This offer was made in the interest of customer service, stepping outside of the agreed upon terms. Ms. [redacted] accepted this resolution which was issued on 3/3/2017 though Ms. [redacted] continues to press forward. As we previously expressed to Ms. [redacted], should she wish to reopen the investigation by providing further documentation, we encourage her to contact our customer service management team. At this time, we consider this matter closed and encourage Ms. [redacted] to contact her financial institution should she not see the resolution in 3-5 business days.Regards,Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer, Mr. [redacted]. Vivid Seats operates on the secondary market, and 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 ticket-selling process.Prior to listing his tickets for sale on our website, Mr. [redacted] was made aware that if his tickets were to sell, he would need to confirm the transaction within a given time frame. Mr. [redacted] listed tickets for sale on our website, but after the tickets sold, he did not confirm the transaction within the allotted time frame. Our customer service team reached out to Mr. [redacted] on the date of the event, 4/1/16, alerting him to the time-sensitive nature of this required action. Mr. [redacted] was unavailable to take the phone call, therefore a voicemail detailing this situation was left. Mr. [redacted] did not confirm the sale after our customer service team contacted him, resulting in the cancellation of the sale. As stated in the terms and conditions to which Mr. [redacted] agreed prior to listing, Vivid Seats may cancel an order at any time prior to receipt of a Seller's confirmation. (http://www.vividseats.com/sellerterms.html).Mr. [redacted] contacted our customer service team on 4/5/16 to inquire about this matter, at which time our agent provided the information that because he had not confirmed the sale of his tickets, the sale was cancelled and the order was replaced with other inventory. Mr. [redacted] claims that a system error on Vivid Seats' website caused his transaction to go unconfirmed. It must be noted, however, that this is inaccurate. Our ticket-listing service is completely user-driven.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the ticket selling process, so we are confident in the transparency of our website. When corresponding with our customer service team, Mr. [redacted] claimed that he had documentation that some type of system error had occurred. Our agent encouraged Mr. [redacted] to submit any such documentation for our review, but none was submitted. Vivid Seats has acted in full accordance with the terms and conditions that Mr. [redacted] agreed to prior to listing his tickets on our site. If Mr. [redacted] has any further questions or concerns regarding this matter, we encourage him to reach out to our customer service team.As it stands, we consider this matter closed. 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
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: [redacted]
I am rejecting this response because: Vivd YOU JUST LIED!!!!!!!!! I uploaded the the tickets after I end ALL communication with Vivid.. Telephone and text.. YOU LIED. I took a screen shoot of that exact time I uploaded the tickets. its doesn't match up to your story. You have just been caught lying. Drop this all ready
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]
Initial Business Response /* (1000, 5, 2015/09/16) */
Vivid Seats has reached out to Ms. [redacted] and both parties have found an amicable resolution. We consider this matter resolved.
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 changing market factors such as customer demand. This means that ticket prices can fluctuate at any time, and as a result, sellers are notified as soon as an order is placed. This practice is clearly disclosed throughout our website and the order process. In addition, the fact that customers are purchasing tickets 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" policya 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." Again, we have contacted Ms. [redacted] about her concerns and resolution has been met. We consider this matter resolved at this time.
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 facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their placed orders, 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. 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.”We have been in contact with Ms. [redacted] regarding this issue and have assisted her in reselling the tickets she no longer wished to use. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed and encourage Ms. [redacted] to contact us if she has additional questions.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address Ms. [redacted]'s concerns. At Vivid Seats, protecting the personal information of our customers is of utmost importance. To that end, our verification system reviews each order that is submitted on our site...
to ensure that no unauthorized activity is able to take place. Based on the billing information provided, in certain cases additional verification may be required to confirm that an order was authorized by the card holder. In those cases, Vivid Seats does not process payment until the purchase can be authorized by the card holder. Because of the information Ms. [redacted] provided when she made the purchase, additional verification was required via an electronic form that was to be completed before we could process her order. Ms. [redacted] was unable to complete this form due to reasons beyond our purview. Vivid Seats facilitates many transactions each day with fully satisfied customers who experience no difficulty in completing the verification process, so we are confident in the transparency of this process. As stated above, Vivid Seats is unable to process payment until an order is confirmed; therefore, payment on this order was never processed and we are unable to provide a refund. Any pending hold on her funds will be released automatically by her financial institution within a few business days. If Ms. [redacted] has any further questions regarding this transaction, we encourage her to reach out to her financial institution. As it stands, this matter has been resolved. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Vivid Seats is lying. At absolutely no time did I open or respond to any such email at "[email protected]". And, at absolutely no time did I accept any such transfer. They are liars and have a reputation for being so. Fine, if that's how they want to be I Will summons them to court!
Sincerely,
Dale [redacted]