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
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]
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]
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
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 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, 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 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us; 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
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, 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 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
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 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
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]
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 pricing, 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. 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.” 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. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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 [redacted], they continued to the Login page which displayed 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 $639.59 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 credit card will be charged $639.59.” Our customer then proceeded to select “Place Order”, at which time their order was complete.In regards to the customer's concern regarding the tickets purchased and the tickets received, it should be noted the tickets provided were in the balcony section as the customer selected. Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution and, at this time, we consider this matter resolved. 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 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. It should be noted that 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.Since Vivid Seats is not the primary issuer of the tickets, any and all reissue requests are outside our purview. Included in our Sales Terms and Conditions is the following statement: “Please keep your tickets in a safe place. Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to you. As stated above, Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” Once Mr. [redacted] notified us that one of his tickets sustained damage, our customer service agent informed him that we would have the seller investigate if it would be possible to have the venue reissue the damaged ticket. As explained to Mr. [redacted] at that time, any reissue requests are ultimately at the discretion of the primary issue of the tickets, and many venues do not offer this service. However, we did exhaust our available resources to see if the tickets could be reissued as a courtesy. The seller later notified us that they would not be able to fulfill Mr. [redacted]’s request. 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 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 Mr. [redacted] at the time of checkout. We have been in contact with Mr. [redacted] regarding this matter and offered a resolution, stepping outside of our sales terms, that would be amicable for both parties. However, Mr. [redacted] declined this offer. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
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
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]
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]
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
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 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, 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 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us; 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
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, 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 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
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 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
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]
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 pricing, 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. 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.” 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. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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 [redacted], they continued to the Login page which displayed 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 $639.59 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 credit card will be charged $639.59.” Our customer then proceeded to select “Place Order”, at which time their order was complete.In regards to the customer's concern regarding the tickets purchased and the tickets received, it should be noted the tickets provided were in the balcony section as the customer selected. Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution and, at this time, we consider this matter resolved. 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 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. It should be noted that 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.Since Vivid Seats is not the primary issuer of the tickets, any and all reissue requests are outside our purview. Included in our Sales Terms and Conditions is the following statement: “Please keep your tickets in a safe place. Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to you. As stated above, Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” Once Mr. [redacted] notified us that one of his tickets sustained damage, our customer service agent informed him that we would have the seller investigate if it would be possible to have the venue reissue the damaged ticket. As explained to Mr. [redacted] at that time, any reissue requests are ultimately at the discretion of the primary issue of the tickets, and many venues do not offer this service. However, we did exhaust our available resources to see if the tickets could be reissued as a courtesy. The seller later notified us that they would not be able to fulfill Mr. [redacted]’s request. 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 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 Mr. [redacted] at the time of checkout. We have been in contact with Mr. [redacted] regarding this matter and offered a resolution, stepping outside of our sales terms, that would be amicable for both parties. However, Mr. [redacted] declined this offer. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats