Thank you for reaching out to us. We should note that prior to this complaint, we reached an amicable resolution with 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.In regards to Mr. [redacted]'s tickets, it should be noted that as a secondary marketplace, Vivid Seats is not directly 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. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Mr. [redacted]’s order was one such case. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards, Vivid Seats
Thank you for reaching out to us. We appreciate the opportunity to address Mr. [redacted]'s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live...
events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr. [redacted]'s statement about the quantity of tickets he selected, we want to note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers aware of the number of tickets purchased, so we are confident in the transparency of our checkout process. This process provided Mr. [redacted] with multiple opportunities to review the details of his order, as when he selected his tickets, he was led to a Login page that displayed a detailed order summary on the right side. After he entered his email address to create an account, he was then taken to the Checkout page, which features an even more in-depth order summary. Mr. [redacted] was shown both the number and price of said tickets, delivery and service fees, as well as the total charge highlighted in red. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team.Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and while we maintain we are not at fault, both parties have found an amicable resolution. On 02/20/2016, Ms. [redacted] purchased tickets to see AC/DC on 3/17/16. This event was later postponed by...
the artist. On 3/17/16, we contacted Ms. [redacted] to inform them of postponement. They have since indicated that they would no longer like to attend, to which it should be noted that Ms. [redacted] cannot receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are 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).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. As previously stated Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and if Ms. [redacted] has any further questions or concerns regarding this order we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our website is completely user-driven, meaning all order details are either selected or input directly by customers. 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 navigated our website and selected the tickets they were interested in for Andre Rieu, they continued to the Login page that displayed a detailed order summary on the right side. Our customer entered an email address to create an account and proceeded to the checkout page that featured an even more in-depth order summary that displayed all event and ticket information, as well as a complete breakdown of their order total $357.58 highlighted in bold text. They were then presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $357.58.” Our customer then proceeded to select Place Order at which time their order was complete.Our customer has indicated that they did not receive their valid tickets prior to their event that is scheduled to take place on 10/20/2017, to which we would like to provide clarification. Our customer placed their order on 8/24/2017 and their valid tickets were delivered to the email address they provided at checkout the same. It should be noted that prior to receiving this claim, we were in contact with our customer via Live Chat application to address their concerns. We discovered that the email address that was provided at checkout was misspelled, therefore delaying the proper delivery of our customer’s tickets.Additionally, our customer has filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. 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. Additionally, our site is completely user-driven meaning all order details are either selected or input by the customer during the checkout process. Once our customer selected the listing they were interested in for Washington Wizards at Chicago Bulls, they were prompted to select the quantity desired in an interactive drop down box. Our customer continued to the Login page which displays a detailed order summary on the right side and a second drop down box to adjust the quantity desired. 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 of tickets with a final drop down box, prices of their tickets, delivery and service fees, and the total charge of $1,468.75 highlighted in bold text. These details were disclosed prior to our customer entering any payment information. Our customer was then 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 $1,468.75.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on 9/22/2017 and immediately received their valid tickets prior to their event on 2/10/2018. Prior to receiving this claim our customer discussed this matter with a manager who clarified the four-step checkout process. At this time the representative offered a courtesy resolution, stepping outside of the agreed upon terms, though our customer declined. In addition to this current claim, our customer has filed a dispute with their 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 our customer to contact their financial institution with any questions regarding its process or outcome. As we have clarified that all order details were sufficiently disclosed and attempted to provide a courtesy resolution to our customer, though they declined, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Friday, December 23, 2016 5:51 PM To: Customer Relations <[email protected]> Subject: ID [redacted]. They said they tried to contact me and they didn't. -- [redacted]
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.On 2/25/16, Mr. [redacted] purchased tickets to see AC/DC on 3/29/16. This event was later postponed by the artist and/or venue for a yet to be determined date. On 3/8/16, we contacted Mr. [redacted] to inform them of this change. It should be noted that Mr. [redacted] cannot receive a refund for a postponed event per the agreed-to policies at checkout. (http://www.vividseats.com/terms.html) Our sales policies, including our “all sales are final” policy, are 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).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. We have been in contact with Mr. [redacted] regarding this issue, and have been able to reach an amicable resolution after reiterating our postponement policy. If Mr. [redacted] has any additional questions or concerns we encourage him to contact a member of our customer service team.Regards,Vivid Seats
Complaint: 11135568
I am rejecting this response because: I still believe the business sold me fake tickets. Not only did the tickets have incomplete information as compared to my other real tickets (purchased through a legit outlet), the tickets were unusable at the venue. I tested out the tickets at the venue, and the tickets were not accepted. I don't want other consumers to be cheated out of their money.
Sincerely,
Ted [redacted]
Complaint: 12311097
I am rejecting this response because:I have made over one hundred online orders in the last 15 years. I have never had a problem seeing the total charge. If the total was presented prior to checkout, it was deceptively hidden.Maybe the Revdex.com could partially proccess and order to see the poor business practices that I am complaining about.
Sincerely,
Kenneth [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 aware of their event, 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. Additionally, our site is user-driven meaning all order details is information either selected or imputed by the customer during the checkout process. When Ms. [redacted] viewed tickets she selected Tucson Symphony Orchestra – Crique Musica on 3/12/2017. Ms. [redacted] continued to the Login page which displayed a detailed order summary on the right side again stating this event. After Ms. [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the event, prices of her tickets, delivery and service fees, and the total charge 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. 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).” Prior to receiving this complaint, beginning on 11/14/2016, we attempted to contact Ms. [redacted] multiple times via telephone to offer a resolution that would be amicable for both parties. We were unsuccessful in reaching Ms. [redacted] though a courtesy resolution was provided to her on 11/26/2016. This was done in the interest of customer service. We again clarified a resolution had been issued to Ms. [redacted] when she contacted us via email on 12/9/2016. As such, we consider this matter closed and encourage Ms. [redacted] to contact us if she has any further concerns regarding this matter. Regards, Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with Ms. **, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. ** will consider Vivid Seats for their future event ticket needs. If Ms. ** has any...
further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. 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 The 2018 NCAA Tournament Nashville - Session 1, they continued to the Login page which displayed a detailed order summary on the right side reiterating their event details. After the customer entered an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary restating the event name and date as well as the number and prices of their tickets, delivery and service fees, and the total charge of $ 202.45 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.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with the artist, event, or venue, and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim, Vivid Seats attempted to contact our customer and offer a one-time courtesy resolution in the interest of customer service. Although we maintain that all order details are presented to our customers prior to submitting their order, we are pleased our customer accepted this offer; as such, 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. 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. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry and we appreciate the opportunity to address Ms. [redacted] concerns. 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] states that she is upset that the tickets were changed to a "mirrored" section and row by the seller before delivery, but we are confident that resulting seats were, in fact, a "mirrored" section and row from the original section and row. The order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html). 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 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 Ms. [redacted] order moved her from Right Mezzanine Row AA to Left Mezzanine Row AA, which moved her to just the other side of the theater and in the same row. This is considered a "mirrored" seating change.Ms. [redacted] also stated that she was upset that she could not purchase tickets next to these. Vivid Seats operates on the secondary market with many professional resellers listing tickets on our marketplace. We can not guarantee separate orders being next to another purchase as the listing could be from a different seller who has entirely different seat numbers.Though Ms. [redacted] requested to cancel within a day of placing his order, we had already committed to obtaining the tickets from the seller on Ms. [redacted] behalf, and these tickets had already been emailed to Ms. [redacted]. We are therefore unable to honor his cancellation request and provide a refund. However, we have offered to assist Ms. [redacted] with reselling his tickets through our site at no additional cost. We also offered a partial refund, in the scope of customer satisfaction, that Ms. [redacted] declined. If Ms. [redacted] wishes to pursue this option, we encourage him to contact a member of our customer service team. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. 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 ticket type, 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, ticket disclosures, 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. Sellers are notified as soon as an order is placed, and 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.”Vivid Seats only allow professional resellers to list Flash Seats tickets on our website per company policy. The tickets Mr. ** purchased could have still resold these tickets via Flash Seats official website, social media, or other platforms that allow Flash Seats tickets to be resold by individuals. Our customer service team provided Mr. ** with these options after informing him that he would be unable to resell Flashseats through our fan selling process. Individual resellers on our site must provide PDF files or ship tickets they are trying to list, which is why Mr. ** only had those options.We have been in contact with Mr. ** regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mr. ** may have, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. We have been in contact with Mr. Lux and reached an amicable resolution. However we would like to address his 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 order total, so we are confident in the transparency of our 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). As previously stated, while we still maintain that we are not at fault, in the interest of customer service we were able to find an amicable resolution with Mr. Lux. As such, we consider this matter resolved and If Mr. Lux has any further questions or concerns regarding order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Initial Business Response /* (1000, 11, 2015/08/11) */
Mr. [redacted] indicates that he purchased tickets through the Vivid Seats website at a price above the amount originally displayed on the tickets, which is known as the face value. He feels that this price is an overcharge and entitles him to a...
refund. Vivid Seats is a secondary marketplace and is not directly affiliated with any artist or venue and does not sell tickets as a primary box office. Rather, we act as an intermediary between fans and ticket-holders. This means that the prices of tickets listed on our site are set independently by sellers, not Vivid Seats, based on those sellers' assessments of changing market factors such as customer demand. This price is not based on the face value, and may change at any time. These facts are communicated in transparent language in our FAQ and Sales Terms (www.vividseats.com/terms.html): "VividSeats.com displays tickets from a vast network of ticket resellers who price their inventory according to their market value, not the original printed value, or 'face value.' For this reason, the price indicated on the ticket may often be lower than the price the tickets are offered for sale at VividSeats.com... ticket prices are determined by the ticket sellers and not VividSeats.com."
Also, we understand that Mr. [redacted] is upset that the tickets he 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. Our records also indicate that the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html). 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.
As previously stated, 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. Additionally, the seller of Mr. [redacted]'s tickets noted that the tickets' corresponding seats could be subject to upgrade. The change that was ultimately applied to Mr. [redacted]'s order moved him from Section 203 to Section 102 which moved him closer to the action and was therefore considered to be an upgrade.
Vivid Seats remains a trusted source for tickets thanks to our low prices relative to other secondary marketplaces, transparent order process, and commitment to excellent customer service. While we attempted to reach out to resolve the issue with Mr. [redacted], he refused to discuss the matter on the phone. Customer satisfaction is important to us and we have provided a one-time courtesy refund to Mr. [redacted]. We trust that this is a suitable resolution to the issueand we now consider this matter resolved.
Initial Consumer Rebuttal /* (2000, 14, 2015/08/11) */
It appears that this outfit sold me 2 sets of tickets 4 times, and then resold them to someone else...I have had enough, requested and received a full refund. This has been the absolute WORST ticket buying experience I have ever had......they do not deserve to be in business. WARN OTHERS!
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 reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted] and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted]...
has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. Our records show that our customer placed their order on 10/1/2017 at 12:05 PM CST and their valid tickets were transferred to their Ticketmaster account at 12:12 PM CST which our customer has confirmed. We previously discussed this matter with our customer to address their concerns clarifying that tickets were transferred to our customer minutes after the order was placed for them to accept and gain entry into their event. Nevertheless, in the interest of customer service, we provided our customer with a resolution detailed via email delivered on 10/13/2017. As such, we consider this matter resolved. If our customer has further questions pertaining to their order, we welcome them to contact us. Regards,Vivid Seats
Thank you for reaching out to us. We should note that prior to this complaint, we reached an amicable resolution with 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.In regards to Mr. [redacted]'s tickets, it should be noted that as a secondary marketplace, Vivid Seats is not directly 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. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Mr. [redacted]’s order was one such case. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards, Vivid Seats
Thank you for reaching out to us. We appreciate the opportunity to address Mr. [redacted]'s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live...
events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr. [redacted]'s statement about the quantity of tickets he selected, we want to note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers aware of the number of tickets purchased, so we are confident in the transparency of our checkout process. This process provided Mr. [redacted] with multiple opportunities to review the details of his order, as when he selected his tickets, he was led to a Login page that displayed a detailed order summary on the right side. After he entered his email address to create an account, he was then taken to the Checkout page, which features an even more in-depth order summary. Mr. [redacted] was shown both the number and price of said tickets, delivery and service fees, as well as the total charge highlighted in red. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team.Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and while we maintain we are not at fault, both parties have found an amicable resolution. On 02/20/2016, Ms. [redacted] purchased tickets to see AC/DC on 3/17/16. This event was later postponed by...
the artist. On 3/17/16, we contacted Ms. [redacted] to inform them of postponement. They have since indicated that they would no longer like to attend, to which it should be noted that Ms. [redacted] cannot receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are 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).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. As previously stated Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and if Ms. [redacted] has any further questions or concerns regarding this order we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our website is completely user-driven, meaning all order details are either selected or input directly by customers. 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 navigated our website and selected the tickets they were interested in for Andre Rieu, they continued to the Login page that displayed a detailed order summary on the right side. Our customer entered an email address to create an account and proceeded to the checkout page that featured an even more in-depth order summary that displayed all event and ticket information, as well as a complete breakdown of their order total $357.58 highlighted in bold text. They were then presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $357.58.” Our customer then proceeded to select Place Order at which time their order was complete.Our customer has indicated that they did not receive their valid tickets prior to their event that is scheduled to take place on 10/20/2017, to which we would like to provide clarification. Our customer placed their order on 8/24/2017 and their valid tickets were delivered to the email address they provided at checkout the same. It should be noted that prior to receiving this claim, we were in contact with our customer via Live Chat application to address their concerns. We discovered that the email address that was provided at checkout was misspelled, therefore delaying the proper delivery of our customer’s tickets.Additionally, our customer has filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. 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. Additionally, our site is completely user-driven meaning all order details are either selected or input by the customer during the checkout process. Once our customer selected the listing they were interested in for Washington Wizards at Chicago Bulls, they were prompted to select the quantity desired in an interactive drop down box. Our customer continued to the Login page which displays a detailed order summary on the right side and a second drop down box to adjust the quantity desired. 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 of tickets with a final drop down box, prices of their tickets, delivery and service fees, and the total charge of $1,468.75 highlighted in bold text. These details were disclosed prior to our customer entering any payment information. Our customer was then 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 $1,468.75.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on 9/22/2017 and immediately received their valid tickets prior to their event on 2/10/2018. Prior to receiving this claim our customer discussed this matter with a manager who clarified the four-step checkout process. At this time the representative offered a courtesy resolution, stepping outside of the agreed upon terms, though our customer declined. In addition to this current claim, our customer has filed a dispute with their 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 our customer to contact their financial institution with any questions regarding its process or outcome. As we have clarified that all order details were sufficiently disclosed and attempted to provide a courtesy resolution to our customer, though they declined, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Friday, December 23, 2016 5:51 PM To: Customer Relations <[email protected]> Subject: ID [redacted]. They said they tried to contact me and they didn't. -- [redacted]
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.On 2/25/16, Mr. [redacted] purchased tickets to see AC/DC on 3/29/16. This event was later postponed by the artist and/or venue for a yet to be determined date. On 3/8/16, we contacted Mr. [redacted] to inform them of this change. It should be noted that Mr. [redacted] cannot receive a refund for a postponed event per the agreed-to policies at checkout. (http://www.vividseats.com/terms.html) Our sales policies, including our “all sales are final” policy, are 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).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. We have been in contact with Mr. [redacted] regarding this issue, and have been able to reach an amicable resolution after reiterating our postponement policy. If Mr. [redacted] has any additional questions or concerns we encourage him to contact a member of our customer service team.Regards,Vivid Seats
Complaint: 11135568
I am rejecting this response because: I still believe the business sold me fake tickets. Not only did the tickets have incomplete information as compared to my other real tickets (purchased through a legit outlet), the tickets were unusable at the venue. I tested out the tickets at the venue, and the tickets were not accepted. I don't want other consumers to be cheated out of their money.
Sincerely,
Ted [redacted]
Complaint: 12311097
I am rejecting this response because:I have made over one hundred online orders in the last 15 years. I have never had a problem seeing the total charge. If the total was presented prior to checkout, it was deceptively hidden.Maybe the Revdex.com could partially proccess and order to see the poor business practices that I am complaining about.
Sincerely,
Kenneth [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 aware of their event, 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. Additionally, our site is user-driven meaning all order details is information either selected or imputed by the customer during the checkout process. When Ms. [redacted] viewed tickets she selected Tucson Symphony Orchestra – Crique Musica on 3/12/2017. Ms. [redacted] continued to the Login page which displayed a detailed order summary on the right side again stating this event. After Ms. [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the event, prices of her tickets, delivery and service fees, and the total charge 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. 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).” Prior to receiving this complaint, beginning on 11/14/2016, we attempted to contact Ms. [redacted] multiple times via telephone to offer a resolution that would be amicable for both parties. We were unsuccessful in reaching Ms. [redacted] though a courtesy resolution was provided to her on 11/26/2016. This was done in the interest of customer service. We again clarified a resolution had been issued to Ms. [redacted] when she contacted us via email on 12/9/2016. As such, we consider this matter closed and encourage Ms. [redacted] to contact us if she has any further concerns regarding this matter. Regards, Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with Ms. **, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. ** will consider Vivid Seats for their future event ticket needs. If Ms. ** has any...
further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. 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 The 2018 NCAA Tournament Nashville - Session 1, they continued to the Login page which displayed a detailed order summary on the right side reiterating their event details. After the customer entered an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary restating the event name and date as well as the number and prices of their tickets, delivery and service fees, and the total charge of $ 202.45 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.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with the artist, event, or venue, and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim, Vivid Seats attempted to contact our customer and offer a one-time courtesy resolution in the interest of customer service. Although we maintain that all order details are presented to our customers prior to submitting their order, we are pleased our customer accepted this offer; as such, 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. 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. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry and we appreciate the opportunity to address Ms. [redacted] concerns. 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] states that she is upset that the tickets were changed to a "mirrored" section and row by the seller before delivery, but we are confident that resulting seats were, in fact, a "mirrored" section and row from the original section and row. The order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html). 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 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 Ms. [redacted] order moved her from Right Mezzanine Row AA to Left Mezzanine Row AA, which moved her to just the other side of the theater and in the same row. This is considered a "mirrored" seating change.Ms. [redacted] also stated that she was upset that she could not purchase tickets next to these. Vivid Seats operates on the secondary market with many professional resellers listing tickets on our marketplace. We can not guarantee separate orders being next to another purchase as the listing could be from a different seller who has entirely different seat numbers.Though Ms. [redacted] requested to cancel within a day of placing his order, we had already committed to obtaining the tickets from the seller on Ms. [redacted] behalf, and these tickets had already been emailed to Ms. [redacted]. We are therefore unable to honor his cancellation request and provide a refund. However, we have offered to assist Ms. [redacted] with reselling his tickets through our site at no additional cost. We also offered a partial refund, in the scope of customer satisfaction, that Ms. [redacted] declined. If Ms. [redacted] wishes to pursue this option, we encourage him to contact a member of our customer service team. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. 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 ticket type, 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, ticket disclosures, 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. Sellers are notified as soon as an order is placed, and 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.”Vivid Seats only allow professional resellers to list Flash Seats tickets on our website per company policy. The tickets Mr. ** purchased could have still resold these tickets via Flash Seats official website, social media, or other platforms that allow Flash Seats tickets to be resold by individuals. Our customer service team provided Mr. ** with these options after informing him that he would be unable to resell Flashseats through our fan selling process. Individual resellers on our site must provide PDF files or ship tickets they are trying to list, which is why Mr. ** only had those options.We have been in contact with Mr. ** regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mr. ** may have, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. We have been in contact with Mr. Lux and reached an amicable resolution. However we would like to address his 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 order total, so we are confident in the transparency of our 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). As previously stated, while we still maintain that we are not at fault, in the interest of customer service we were able to find an amicable resolution with Mr. Lux. As such, we consider this matter resolved and If Mr. Lux has any further questions or concerns regarding order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Initial Business Response /* (1000, 11, 2015/08/11) */
Mr. [redacted] indicates that he purchased tickets through the Vivid Seats website at a price above the amount originally displayed on the tickets, which is known as the face value. He feels that this price is an overcharge and entitles him to a...
refund. Vivid Seats is a secondary marketplace and is not directly affiliated with any artist or venue and does not sell tickets as a primary box office. Rather, we act as an intermediary between fans and ticket-holders. This means that the prices of tickets listed on our site are set independently by sellers, not Vivid Seats, based on those sellers' assessments of changing market factors such as customer demand. This price is not based on the face value, and may change at any time. These facts are communicated in transparent language in our FAQ and Sales Terms (www.vividseats.com/terms.html): "VividSeats.com displays tickets from a vast network of ticket resellers who price their inventory according to their market value, not the original printed value, or 'face value.' For this reason, the price indicated on the ticket may often be lower than the price the tickets are offered for sale at VividSeats.com... ticket prices are determined by the ticket sellers and not VividSeats.com."
Also, we understand that Mr. [redacted] is upset that the tickets he 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. Our records also indicate that the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html). 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.
As previously stated, 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. Additionally, the seller of Mr. [redacted]'s tickets noted that the tickets' corresponding seats could be subject to upgrade. The change that was ultimately applied to Mr. [redacted]'s order moved him from Section 203 to Section 102 which moved him closer to the action and was therefore considered to be an upgrade.
Vivid Seats remains a trusted source for tickets thanks to our low prices relative to other secondary marketplaces, transparent order process, and commitment to excellent customer service. While we attempted to reach out to resolve the issue with Mr. [redacted], he refused to discuss the matter on the phone. Customer satisfaction is important to us and we have provided a one-time courtesy refund to Mr. [redacted]. We trust that this is a suitable resolution to the issueand we now consider this matter resolved.
Initial Consumer Rebuttal /* (2000, 14, 2015/08/11) */
It appears that this outfit sold me 2 sets of tickets 4 times, and then resold them to someone else...I have had enough, requested and received a full refund. This has been the absolute WORST ticket buying experience I have ever had......they do not deserve to be in business. WARN OTHERS!
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 reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted] and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted]...
has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. Our records show that our customer placed their order on 10/1/2017 at 12:05 PM CST and their valid tickets were transferred to their Ticketmaster account at 12:12 PM CST which our customer has confirmed. We previously discussed this matter with our customer to address their concerns clarifying that tickets were transferred to our customer minutes after the order was placed for them to accept and gain entry into their event. Nevertheless, in the interest of customer service, we provided our customer with a resolution detailed via email delivered on 10/13/2017. As such, we consider this matter resolved. If our customer has further questions pertaining to their order, we welcome them to contact us. Regards,Vivid Seats