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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much for your help in this matter.
Sincerely,
[redacted]
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
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 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. 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
Complaint: [redacted]
I am rejecting this response because it is still unsatisfactory. There is no point in contacting your customer service line because 1. No human ever answers the phone and 2. No help can be given to me.You can actually consider this matter closed. It is pointless to argue with stupidity and ignorance.
Sincerely,
[redacted]
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. 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. In regards to Mr. [redacted]’s issue regarding a different name and issued date being on the tickets they received, it should be noted that this is actually a common occurrence. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name and issued date of the original purchaser. We ensure that this is not an error, but simply information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:To me, 100% customer satisfaction means full customer support when purchasing goods and services. When an issue arose while trying to get access to my tickets, VividSeats "Customer Service" didn't answer my call and was unresponsive causing me to miss the beginning of the event that I purchased tickets for. I nearly missed the entire event but thankfully was able to purchase tickets elsewhere. I reject the offer that was made because the offer is a credit for $100-$200 to purchase additional tickets from VividSeats whom will charge me MORE for additional fees for their service, the very thing I want to avoid. This is not an acceptable offer and I will not accept it. I will not pay the very company that is causing 100% customer dissatisfaction to cause additional frustrations.After additional research, I've discovered that there are several dissatisfied customers that have experienced similar issues, this is no way to run a business.
Sincerely,
[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. In regards to Ms. [redacted]'s statement that the fees were not presented to her, we should note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the order total, including service and delivery fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected her tickets, she was directed to the Login page which displayed a detailed order summary on the right side. 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 displayed the number and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red text. Before completing her purchase, Ms. [redacted] was required to accept the Terms and Conditions as well as the order total, which included all the fees. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. 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 matter and have been able to reach a resolution that is suitable to both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for getting back to us regarding this issue. As we have stated previously, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees. As Ms. [redacted] stated, the prices of her tickets, delivery and service fees, and the total charges are highlighted in red on the right hand side of the checkout. In addition, Ms. [redacted]’s order total was displayed directly above the place order button and states “By clicking “Place Order”, your credit card will be charged” and her order total.Although we were not able to speak with her on the phone, as Ms. [redacted] indicated, we were able to assist her and reiterate these policies via email. If Ms. [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. We have reached out to 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
Complaint: 12205460
I am rejecting this response because:The business keeps repeating the same lies. Ticket scalpers and deceptive business practices.
Sincerely,
Chad [redacted]
Thank you for contacting us in reference to this matter. We appreciate this opportunity to address the concerns of our valued customer, Mr. [redacted]. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Mr. [redacted]’s claim that he never received tickets to his event, should be noted as incorrect. On 7/31/16, Mr. [redacted] placed an order for tickets to [redacted], which was scheduled to take place at 7:00 PM on 9/18/16. Before Mr. [redacted] submitted this order, Email Delivery was provided as the delivery method. The tickets Mr. [redacted] purchased were delivered to him at 8:07 AM the morning of 9/18/16 for his event that evening. With respect to Mr. [redacted]'s statement that his tickets were supposed to arrive before a certain date, we would like to provide clarification. The date Mr. [redacted] is describing is the Estimated Ship Date. This is the date we estimate the tickets will be shipped, not a guarantee. Estimated Ship Date is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. However, we do guarantee our customer that tickets will be delivered prior to the event.Mr. [redacted] did not contact us prior to the event with his concerns. He reached out to us after the event had passed on 9/19/16 at which time we informed him that the email containing the tickets was sent and Mr. [redacted] disclosed that he had in fact received the tickets. As Mr. [redacted] was provided valid tickets in time for the event; we have been consistent with our terms and conditions and are therefore unable to offer a refund. Mr. [redacted] is encouraged to reach out to our customer service team with any additional concerns he may have; as it presently 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. Although we have been in contact with Mr. [redacted] and have reached an amicable resolution, we would like to still take the time to respond to Mr. [redacted]'s specific issue. 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 are very pleased that we have been able to resolve this issue with Mr. [redacted] and hope he enjoys his event. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Ms. [redacted] received an email including the tracking number [redacted] on 10/3 notifying her that her tickets were being shipped. Ms. [redacted]’s valid tickets were then delivered on 10/5 and left at the front door. However, Ms. [redacted] later contacted us on 10/16 stating that she was unable to locate her tickets. At this point we informed Ms. [redacted] that would contact the seller to request Ms. [redacted]’s tickets be reissued yet gave no guarantee that this request would be honored. Explained in our sales terms, “Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” The seller later informed us that they were unable to fulfill this request. Per our sales terms, Vivid Seats offered Ms. [redacted] alternative seats within her price range. Vivid Seats clearly states, “Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion” and “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason.” Since Ms. [redacted] did not find the replacement tickets acceptable, her order was canceled on 11/13 and the funds returned to her bank account per our sales terms. However, Vivid Seats has attempted to contact Ms. [redacted] to offer an amicable resolution, stepping outside of our sales terms, yet have been unable to reach her. We encourage Ms. [redacted] to contact our customer service so that we may resolve this matter. 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.Our customer has claimed that they were send tickets for an event that had already passed, this is incorrect. 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 in-put by the customer during checkout. Once our customer selected the listing they were interested in for Tim and Eric on 7/28/17 at 7:00 PM, they continued to the Login page which displays a detailed order summary on the right side reiterating the date and time of their event. 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 event details, number and prices of their tickets, delivery and service fees, and the total charge of $106.60 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $106.60.” Our customer then proceeded to select “Place Order”, at which time their order was complete.This order was placed on 7/27/17 7:12 PM EST for an event on 7/28/2017 at 7:00 PM EST. The tickets they received, immediately after the order was placed, was for exact event and seat location which our customer selected. As a courtesy, the tickets were re-sent on 7/28/17 8:03 AM EST and again on 7/29/17 8:40 PM EST, after the event at the customer's request. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details were sufficiently displayed prior to placing their order and the tickets which our customer selected were delivered prior to their event, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:This business online purchase system has been set up as a bait and switch, which is fraudulent system rigged to display premium seats at a premium price and when the customer hits the submit button, it switches to a lower price, regular seat, I strongly believe this whole organization is fraudulent, set up to get the most money they can for the Sellers, so they can get a high commission after baiting how many customers/victims that it can, not satisfied with their response and lack of initiative in attempting to correct this issue.
Sincerely,
[redacted]
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 site is completely user-driven meaning all details are either selected or in-put by the customer. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. After selecting the listing our customer was interested in, they continued to the Login page and proceeded to enter their shipping and billing address. The zip code on the billing address was entered as [redacted] though the zip code our customer entered for the shipping address was [redacted]. Our customer proceeded to the checkout page and was 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.” Once our customer submitted their order, they received an order summary email which restated the customer’s information including the shipping address. The following day our customer received an email with the [redacted] tracking number, [redacted], to monitor delivery. As verified by this tracking number, the postal code the customer provided was incorrect. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.As a courtesy, we inquired with the seller on this purchase regarding a reissue of the tickets. It should be noted that this was done as a courtesy as reissue requests are often dependent upon the primary issuer of the tickets with which we have no affiliation; therefore the result of such requests are outside of our purview. The seller later notified us that they would be unable to comply with the reissue request. In the interest of customer satisfaction, we offered our customer a one-time courtesy resolution. This offer, however, was declined by our customer. As such, we consider this matter closed. Any additional questions our customer may have can be directed to our customer service department. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much for your help in this matter.
Sincerely,
[redacted]
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
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 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. 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
Complaint: [redacted]
I am rejecting this response because it is still unsatisfactory. There is no point in contacting your customer service line because 1. No human ever answers the phone and 2. No help can be given to me.You can actually consider this matter closed. It is pointless to argue with stupidity and ignorance.
Sincerely,
[redacted]
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. 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. In regards to Mr. [redacted]’s issue regarding a different name and issued date being on the tickets they received, it should be noted that this is actually a common occurrence. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name and issued date of the original purchaser. We ensure that this is not an error, but simply information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:To me, 100% customer satisfaction means full customer support when purchasing goods and services. When an issue arose while trying to get access to my tickets, VividSeats "Customer Service" didn't answer my call and was unresponsive causing me to miss the beginning of the event that I purchased tickets for. I nearly missed the entire event but thankfully was able to purchase tickets elsewhere. I reject the offer that was made because the offer is a credit for $100-$200 to purchase additional tickets from VividSeats whom will charge me MORE for additional fees for their service, the very thing I want to avoid. This is not an acceptable offer and I will not accept it. I will not pay the very company that is causing 100% customer dissatisfaction to cause additional frustrations.After additional research, I've discovered that there are several dissatisfied customers that have experienced similar issues, this is no way to run a business.
Sincerely,
[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. In regards to Ms. [redacted]'s statement that the fees were not presented to her, we should note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the order total, including service and delivery fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected her tickets, she was directed to the Login page which displayed a detailed order summary on the right side. 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 displayed the number and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red text. Before completing her purchase, Ms. [redacted] was required to accept the Terms and Conditions as well as the order total, which included all the fees. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. 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 matter and have been able to reach a resolution that is suitable to both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for getting back to us regarding this issue. As we have stated previously, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees. As Ms. [redacted] stated, the prices of her tickets, delivery and service fees, and the total charges are highlighted in red on the right hand side of the checkout. In addition, Ms. [redacted]’s order total was displayed directly above the place order button and states “By clicking “Place Order”, your credit card will be charged” and her order total.Although we were not able to speak with her on the phone, as Ms. [redacted] indicated, we were able to assist her and reiterate these policies via email. If Ms. [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. We have reached out to 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
Complaint: 12205460
I am rejecting this response because:The business keeps repeating the same lies. Ticket scalpers and deceptive business practices.
Sincerely,
Chad [redacted]
Thank you for contacting us in reference to this matter. We appreciate this opportunity to address the concerns of our valued customer, Mr. [redacted]. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Mr. [redacted]’s claim that he never received tickets to his event, should be noted as incorrect. On 7/31/16, Mr. [redacted] placed an order for tickets to [redacted], which was scheduled to take place at 7:00 PM on 9/18/16. Before Mr. [redacted] submitted this order, Email Delivery was provided as the delivery method. The tickets Mr. [redacted] purchased were delivered to him at 8:07 AM the morning of 9/18/16 for his event that evening. With respect to Mr. [redacted]'s statement that his tickets were supposed to arrive before a certain date, we would like to provide clarification. The date Mr. [redacted] is describing is the Estimated Ship Date. This is the date we estimate the tickets will be shipped, not a guarantee. Estimated Ship Date is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. However, we do guarantee our customer that tickets will be delivered prior to the event.Mr. [redacted] did not contact us prior to the event with his concerns. He reached out to us after the event had passed on 9/19/16 at which time we informed him that the email containing the tickets was sent and Mr. [redacted] disclosed that he had in fact received the tickets. As Mr. [redacted] was provided valid tickets in time for the event; we have been consistent with our terms and conditions and are therefore unable to offer a refund. Mr. [redacted] is encouraged to reach out to our customer service team with any additional concerns he may have; as it presently 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. Although we have been in contact with Mr. [redacted] and have reached an amicable resolution, we would like to still take the time to respond to Mr. [redacted]'s specific issue. 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 are very pleased that we have been able to resolve this issue with Mr. [redacted] and hope he enjoys his event. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Ms. [redacted] received an email including the tracking number [redacted] on 10/3 notifying her that her tickets were being shipped. Ms. [redacted]’s valid tickets were then delivered on 10/5 and left at the front door. However, Ms. [redacted] later contacted us on 10/16 stating that she was unable to locate her tickets. At this point we informed Ms. [redacted] that would contact the seller to request Ms. [redacted]’s tickets be reissued yet gave no guarantee that this request would be honored. Explained in our sales terms, “Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” The seller later informed us that they were unable to fulfill this request. Per our sales terms, Vivid Seats offered Ms. [redacted] alternative seats within her price range. Vivid Seats clearly states, “Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion” and “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason.” Since Ms. [redacted] did not find the replacement tickets acceptable, her order was canceled on 11/13 and the funds returned to her bank account per our sales terms. However, Vivid Seats has attempted to contact Ms. [redacted] to offer an amicable resolution, stepping outside of our sales terms, yet have been unable to reach her. We encourage Ms. [redacted] to contact our customer service so that we may resolve this matter. 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.Our customer has claimed that they were send tickets for an event that had already passed, this is incorrect. 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 in-put by the customer during checkout. Once our customer selected the listing they were interested in for Tim and Eric on 7/28/17 at 7:00 PM, they continued to the Login page which displays a detailed order summary on the right side reiterating the date and time of their event. 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 event details, number and prices of their tickets, delivery and service fees, and the total charge of $106.60 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $106.60.” Our customer then proceeded to select “Place Order”, at which time their order was complete.This order was placed on 7/27/17 7:12 PM EST for an event on 7/28/2017 at 7:00 PM EST. The tickets they received, immediately after the order was placed, was for exact event and seat location which our customer selected. As a courtesy, the tickets were re-sent on 7/28/17 8:03 AM EST and again on 7/29/17 8:40 PM EST, after the event at the customer's request. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details were sufficiently displayed prior to placing their order and the tickets which our customer selected were delivered prior to their event, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:This business online purchase system has been set up as a bait and switch, which is fraudulent system rigged to display premium seats at a premium price and when the customer hits the submit button, it switches to a lower price, regular seat, I strongly believe this whole organization is fraudulent, set up to get the most money they can for the Sellers, so they can get a high commission after baiting how many customers/victims that it can, not satisfied with their response and lack of initiative in attempting to correct this issue.
Sincerely,
[redacted]
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 site is completely user-driven meaning all details are either selected or in-put by the customer. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. After selecting the listing our customer was interested in, they continued to the Login page and proceeded to enter their shipping and billing address. The zip code on the billing address was entered as [redacted] though the zip code our customer entered for the shipping address was [redacted]. Our customer proceeded to the checkout page and was 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.” Once our customer submitted their order, they received an order summary email which restated the customer’s information including the shipping address. The following day our customer received an email with the [redacted] tracking number, [redacted], to monitor delivery. As verified by this tracking number, the postal code the customer provided was incorrect. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.As a courtesy, we inquired with the seller on this purchase regarding a reissue of the tickets. It should be noted that this was done as a courtesy as reissue requests are often dependent upon the primary issuer of the tickets with which we have no affiliation; therefore the result of such requests are outside of our purview. The seller later notified us that they would be unable to comply with the reissue request. In the interest of customer satisfaction, we offered our customer a one-time courtesy resolution. This offer, however, was declined by our customer. As such, we consider this matter closed. Any additional questions our customer may have can be directed to our customer service department. Regards,Vivid Seats