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 7/17/15, Ms. [redacted] purchased tickets to see Janet Jackson on 07/26/16. This event was later...
postponed by the artist and/or venue for a later date. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attend. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. 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, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Vivid Seats is lying. At absolutely no time did I open or respond to any such email at "[email protected]". And, at absolutely no time did I accept any such transfer. They are liars and have a reputation for being so. Fine, if that's how they want to be I Will summons them to court!
Sincerely,
Dale [redacted]
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
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
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. 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.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
Complaint: [redacted]
I am rejecting this response because I have not received a satisfactory answer, was lied to and treated in a rude manor by Vivid Seats. The professional sellers that sell on their site make it difficult to impossible for the general public to get tickets from the box office. Then the sellers flip the tickets on their site and they take an exorbitant fee. If a seller, who has no interest in attending the event but only profiting off the scarcity of tickets makes a bad pricing decision they should be held accountable for delivering at the price advertised, or failing that, the company that advertised the price should be held accountable. In the end the only one harmed was me. Vivid Seats has done nothing nearly satisfactory in this instance.
Sincerely,
[redacted]
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address Ms. [redacted]'s concerns. At Vivid Seats, protecting the personal information of our customers is of utmost importance. To that end, our verification system reviews each order that is submitted on our site...
to ensure that no unauthorized activity is able to take place. Based on the billing information provided, in certain cases additional verification may be required to confirm that an order was authorized by the card holder. In those cases, Vivid Seats does not process payment until the purchase can be authorized by the card holder. Because of the information Ms. [redacted] provided when she made the purchase, additional verification was required via an electronic form that was to be completed before we could process her order. Ms. [redacted] was unable to complete this form due to reasons beyond our purview. Vivid Seats facilitates many transactions each day with fully satisfied customers who experience no difficulty in completing the verification process, so we are confident in the transparency of this process. As stated above, Vivid Seats is unable to process payment until an order is confirmed; therefore, payment on this order was never processed and we are unable to provide a refund. Any pending hold on her funds will be released automatically by her financial institution within a few business days. If Ms. [redacted] has any further questions regarding this transaction, we encourage her to reach out to her financial institution. As it stands, this matter has been resolved. Regards,Vivid Seats
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
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—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their placed orders, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Ms. [redacted] regarding this issue and have assisted her in reselling the tickets she no longer wished to use. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed and encourage Ms. [redacted] to contact us if she has additional questions.Regards,Vivid Seats
Thank you for reaching out to us, as we at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders...
and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Ms. [redacted] regarding this issue and have reached an amicable resolution. We hope that Ms. [redacted] enjoys her event and considers Vivid Seats for her future ticketing needs. Our management team is available to handle any additional concerns that Ms. [redacted] may have and as it stands, we consider this matter resolved.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]
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
Initial Business Response /* (1000, 5, 2015/09/16) */
Vivid Seats has reached out to Ms. [redacted] and both parties have found an amicable resolution. We consider this matter resolved.
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate...
tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of changing market factors such as customer demand. This means that ticket prices can fluctuate at any time, and as a result, sellers are notified as soon as an order is placed. This practice is clearly disclosed throughout our website and the order process. In addition, the fact that customers are purchasing tickets listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an "all sales are final" policya standard throughout the industry.
This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: "To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." Again, we have contacted Ms. [redacted] about her concerns and resolution has been met. We consider this matter resolved at this time.
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Although Ms. [redacted] has filed this claim, the referenced order was placed by Ms. [redacted]. Our customer purchased Standing Room Only tickets in Section 35 for a [redacted] at [redacted] evening game on 4/25/2017; however, this event was later rescheduled for a day game on 7/16/2017. Due to the rescheduled date and time, the section which our customer selected was no longer available. As this decision is at the discretion of the venue, with which we have no affiliation, such matters are outside of our purview. Nevertheless, we were able to discuss this matter with our customer and reach an amicable resolution. As such, we consider this matter resolved and welcome our customer to contact us with any additional concerns she may have.Regards,Vivid Seats
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 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 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 7/17/15, Ms. [redacted] purchased tickets to see Janet Jackson on 07/26/16. This event was later...
postponed by the artist and/or venue for a later date. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attend. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. 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, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Vivid Seats is lying. At absolutely no time did I open or respond to any such email at "[email protected]". And, at absolutely no time did I accept any such transfer. They are liars and have a reputation for being so. Fine, if that's how they want to be I Will summons them to court!
Sincerely,
Dale [redacted]
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
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
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. 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.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
Complaint: [redacted]
I am rejecting this response because I have not received a satisfactory answer, was lied to and treated in a rude manor by Vivid Seats. The professional sellers that sell on their site make it difficult to impossible for the general public to get tickets from the box office. Then the sellers flip the tickets on their site and they take an exorbitant fee. If a seller, who has no interest in attending the event but only profiting off the scarcity of tickets makes a bad pricing decision they should be held accountable for delivering at the price advertised, or failing that, the company that advertised the price should be held accountable. In the end the only one harmed was me. Vivid Seats has done nothing nearly satisfactory in this instance.
Sincerely,
[redacted]
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address Ms. [redacted]'s concerns. At Vivid Seats, protecting the personal information of our customers is of utmost importance. To that end, our verification system reviews each order that is submitted on our site...
to ensure that no unauthorized activity is able to take place. Based on the billing information provided, in certain cases additional verification may be required to confirm that an order was authorized by the card holder. In those cases, Vivid Seats does not process payment until the purchase can be authorized by the card holder. Because of the information Ms. [redacted] provided when she made the purchase, additional verification was required via an electronic form that was to be completed before we could process her order. Ms. [redacted] was unable to complete this form due to reasons beyond our purview. Vivid Seats facilitates many transactions each day with fully satisfied customers who experience no difficulty in completing the verification process, so we are confident in the transparency of this process. As stated above, Vivid Seats is unable to process payment until an order is confirmed; therefore, payment on this order was never processed and we are unable to provide a refund. Any pending hold on her funds will be released automatically by her financial institution within a few business days. If Ms. [redacted] has any further questions regarding this transaction, we encourage her to reach out to her financial institution. As it stands, this matter has been resolved. Regards,Vivid Seats
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
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—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their placed orders, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Ms. [redacted] regarding this issue and have assisted her in reselling the tickets she no longer wished to use. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed and encourage Ms. [redacted] to contact us if she has additional questions.Regards,Vivid Seats
Thank you for reaching out to us, as we at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders...
and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Ms. [redacted] regarding this issue and have reached an amicable resolution. We hope that Ms. [redacted] enjoys her event and considers Vivid Seats for her future ticketing needs. Our management team is available to handle any additional concerns that Ms. [redacted] may have and as it stands, we consider this matter resolved.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]
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
Initial Business Response /* (1000, 5, 2015/09/16) */
Vivid Seats has reached out to Ms. [redacted] and both parties have found an amicable resolution. We consider this matter resolved.
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate...
tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of changing market factors such as customer demand. This means that ticket prices can fluctuate at any time, and as a result, sellers are notified as soon as an order is placed. This practice is clearly disclosed throughout our website and the order process. In addition, the fact that customers are purchasing tickets listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an "all sales are final" policya standard throughout the industry.
This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: "To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." Again, we have contacted Ms. [redacted] about her concerns and resolution has been met. We consider this matter resolved at this time.
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Although Ms. [redacted] has filed this claim, the referenced order was placed by Ms. [redacted]. Our customer purchased Standing Room Only tickets in Section 35 for a [redacted] at [redacted] evening game on 4/25/2017; however, this event was later rescheduled for a day game on 7/16/2017. Due to the rescheduled date and time, the section which our customer selected was no longer available. As this decision is at the discretion of the venue, with which we have no affiliation, such matters are outside of our purview. Nevertheless, we were able to discuss this matter with our customer and reach an amicable resolution. As such, we consider this matter resolved and welcome our customer to contact us with any additional concerns she may have.Regards,Vivid Seats
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 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