Thank you for reaching out to us in reference to the concerns of our valued customer Mrs. [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 are committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Mrs. [redacted] has indicated that she did not receive comparable tickets to her event; to this we would like to provide clarification. It should be noted that the listing Ms. [redacted] selected was clearly listed as Zone Seating, which was stated in the ticket details, “The seller is committing to procure these tickets for you upon the receipt of your order. After you place your order and your order is confirmed, we guarantee that your tickets will be within the listed zone or section listed or one comparable.” The valid tickets Mrs. [redacted] received were, in fact, in a comparable section and a significantly closer row. These tickets were in accordance with our Sales Terms and Conditions. These terms, which are readily available on our site, clearly state, “Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats’ reasonable discretion.”Mrs. [redacted] placed her order on 2/6/2017 and received her valid, comparable tickets on 2/23/2017 via email for her to print and take to her event that is scheduled to take place on 8/25/2017. Prior to receiving this complaint, Mrs. [redacted] contacted us via email correspondence and all of her concerns were addressed by a customer service representative. Though Mrs. [redacted] has indicated that she attempted to contact us via telephone, we have no record of this. If Mrs. [redacted] would like to discuss her order further, should she reference her order number, she will now be directed to a manager. As we have fully adhered to our sales terms and conditions and have provided Mrs. [redacted] with authentic tickets prior to her event, 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.Prior to placing their order, our customer 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.” In regards to rescheduled events, the terms further clarify that if an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund. It should be noted that purchasing and listing tickets on our site are two separate transactions. When a customer purchases tickets on our site, there is no guarantee that reselling on our site will be offered. As our customer placed their order for Flash Seats tickets, they are unable to list the tickets on our site for resale as Fan Sellers are provided the option to list Hard Stock or PDF e-tickets only. As the ticket type is dependent upon the primary issuer, not Vivid Seats, a change in ticket type is outside of our purview. While our customer is not able to list their tickets on our network, there are other reputable sites that allow the resale of Flash Seats tickets including www.FlashSeats.com. We encourage our customer to explore this method of reselling. If they have further questions, they are welcome to reach out to our customer service department. As valid tickets have been transferred to our customer prior to their event on 10/16/2017, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. With regard to Mr. [redacted]’s concern regarding tickets availability prior to the ticket on-sale from the primary marketplace, we would like to provide clarification. Tickets on the secondary market may become available to purchase prior to the primary market due to a number of possibilities. For instance, sellers may be season ticket holders or subscribers. Additionally, parties may have arrangements with box offices, venues, promoters, artists, or teams allow them to know in advance where they will acquire tickets. In order to place an order on Vivid Seats, customers must agree to our sales terms and conditions with clearly state, “All sales are final. All prices in USD” in bold text. 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. Mr. [redacted] placed his order for his event taking place on 6/23/2017 and his valid tickets were delivered on 1/27/2016. As such, we consider this matter closed and encourage Mr. [redacted] to contact our customer service if he has any additional concerns regarding his order. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
I did not decline the. $450.00 Vivid fee [redacted] from Vivid Seats offered,I simply stated I wanted a full refund.100% customer guarantee/satisfaction means just that.I am employed by a company who also has a return policy,however we go above and beyond to satisfy our customers even though it is not as the policy states.There is NO such policy that cannot be altered to satisfy a customer. Vivid Seats could have reached out to the seller since they still have 8 months to resell their tickets.Over eight months until the venue.I can not sell tickets that I do not even have in my possession. I can only imagine the policy for selling tickets through this Company.The Revdex.com needs to take a look at their own website and reevaluate this Companies ratings.Take a hard look because they are all negative.As a consumer who does not even have the product paid for,I want a full refund.I have tried in every way to get it and this company refuses.Consumers be aware and avoid purchases from this company they will draw you in and you will be very frustrated and unhappy with your purchase.Once they take your money they are done with you.How illegal is that!
Sincerely,
[redacted]
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address Mr[redacted] concerns. 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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. The 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.”Vivid Seats has been in contact with Mr. [redacted] and both parties have found an amicable resolution. As such, we consider this matter resolved. 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: [redacted]
I am rejecting this response because: no matter what they claim I am sure I never completed the purchase. I accepted $101.07 back only because they said that that was absolutely all they would do. I had tocut my losses.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we are committed to 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.In reference to Mr. [redacted]’s concerns regarding the quantity of five (5) tickets being selected, we would like to provide clarification. Our site is completely user-driven meaning all order details is either selected or inputted by the customer during the checkout process. When Mr. [redacted] viewed tickets for a production of “Present Laughter”, he was presented with the section, row, and a drop down box providing him with the opportunity to adjust the quantity selected. The quantity this page initially provides is the number of seats together that the seller currently has available. The drop down box allows for customers to adjust this and choose the quantity they wish to select. Once Mr. [redacted] selected this listing, he navigated to the Login page. This page displayed an order summary with another opportunity for Mr. [redacted] to adjust the quantity he wished to purchase. After providing an email to create an account, Mr. [redacted] navigated through to the Place Order portion of checkout. Although Mr. [redacted] has indicated otherwise, prior to entering any payment information, an even more in-depth breakdown was displayed for him to review. This itemized breakdown displayed the price per ticket, all fees, and the order total of $819.80 in bold text. Here, Mr. [redacted] was provided a final opportunity to adjust the amount of tickets he wished to purchase. At this point, Mr. [redacted] 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 “All sales are final. All prices are listed in US Dollars (USD).” Directly above the “Place Order” button, Mr. [redacted]’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $819.80.” Mr. [redacted] then proceeded to select Place Order at which time his order was complete. No order can be placed on our website without the customer having been displayed all of their order details on this final page.Vivid Seats operates on the secondary marketplace meaning we are not affiliated with any artist or venue and do 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 Mr. [redacted]. As all order details were sufficiently displayed prior to placing his order, we consider this matter closed. If Mr. [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in regards to our Fan Seller's concerns. 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. Vivid Seats facilitates thousands of successful transactions each day with satisfied sellers so we are confident in the transparency of our listing process. The seller terms, which were agreed to by the seller prior to submitting their listing, clearly state, "For events that are more than 100 days from the date of the sale, Sellers receive payment approximately 90 days from the date of the event." As the event which the seller listed tickets for is taking place on June 18, 2018, over 100 days away, the seller will receive payment approximately 90 days from the event date. Although the seller has indicated they spoke with a representative who stated otherwise, this is inaccurate. As all communication is recorded and monitored for quality and training purposes, we have investigated this matter and were unable to locate any communication with the seller prior to 9/29/2017, a day after the seller confirmed the sale. Our records verify that we discussed this matter with the seller on two occasions on 9/29/2017. During both conversations the representatives correctly clarified the sales terms which were agreed to prior to listing the tickets in regards to payment. As all information regarding payment was sufficiently disclosed to the seller prior to listing tickets and confirming the sale, we consider this matter closed. If the seller has additional questions in regards to his sale, we welcome them to contact our Seller Services department for further assistance.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: I am not requesting any refund from the seller. I agree to the amount that the seller sold the tickets. I did NOT agree nor was I informed of Vivid Seats ridiculously high service fee that totaled $[redacted]. No where was it listed the service fee of $[redacted]. I was unaware of this fee until after card was charged the large amount of $[redacted] instead of $[redacted] that was listed on the checkout page. I replied by email to Vivid seats and requested that they email me. They state they will only communicate by phone. They e-mailed me the phone number for me to call their customer service department but they are unable to communicate about this matter over email??? I do not understand. I just want the service fee that was not listed nor agreed to be paid returned to me that Vivid Seats took it upon themselves to add to my ticket purchase without my knowledge.
Sincerely,
[redacted]
Thank you for getting back to us regarding this issue. While Ms. [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms. [redacted] consented to during checkout. Additionally, we have provided a one time courtesy resolution, which Ms. [redacted] has accepted. We have confirmed there was If Ms. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
We appreciate the opportunity to address Ms. [redacted] concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re...
committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms. [redacted] claims that she did not receive the correct tickets that she requested. However, this is inaccurate; when Ms. [redacted] selected tickets to her event; she chose tickets marked for November 29, 2015. Our system is unable to switch the dates while you are looking at tickets within a specific event and is manually selected by the customer before checking out. If you were looking at tickets for November 28th there would have been no way for our system to then switch to November 29th.Our customers purchase tickets listed by individual sellers, so we are unable to offer refunds and must enforce an “all sales are final” policy—a standard policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). Meanwhile, our checkout page displays the following message 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 U.S. Dollars. All sales are final."" This notice is then followed by the order total, listed in bolded text. These messages would have been clearly visible to Ms. [redacted] before she submitted her information and finalized the order.We show that Ms. [redacted] had successfully listed these tickets for resale on our marketplace but it has since removed. We hope that Ms. [redacted] was able to rectify her situation. If Ms. [redacted] would like to speak about this order further we welcome her to contact a member of our customer service team. As it stands, we consider this matter closed.
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. We’re committed to providing the best...
possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s statement about the ticket price, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket and 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 the purchaser selected tickets for [redacted] at the [redacted] on 3/18/17 the listing specifically stated “$187.00 ea.," once selected the purchaser continued to the Login page which displayed a detailed order summary on the right side, including the price per ticket. After the customer entered an email address to create an account they were navigated to the Checkout page, which featured an even more in-depth order summary that displays the price per ticket, 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 Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this in bold text it also states: “By clicking ‘Place Order,’ your credit card will be charged $937.58.” As a secondary marketplace, 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. 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. We have been in contact with Ms. [redacted] to discuss this matter, and have reached an amicable resolution for 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 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 [redacted] holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent website. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the nature of their purchase, so we are confident in the transparency of our checkout process. Ms. [redacted] has indicated that she believed she was purchasing from another entity; however, our website is distinctively different from other sites. Additionally, Vivid Seats operates on the secondary marketplace and 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 [redacted] holders. The prices of tickets on our site are set by the individual [redacted] sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. The fact that Ms. [redacted] may be paying above face value for her tickets is stated throughout our website from a notice on the top of every [redacted] listing page to our checkout page prior to placing her order. When Ms. [redacted] viewed listings for Elton John, the top of this page clearly stated, “Please note: Prices set by sellers, may be over face-value. Seats are together, unless noted.” Ms. [redacted] then navigated through our checkout process and before selecting a box signifying her agreement to our terms and conditions, she was presented 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.” Ms. [redacted] agreed to the price of $1,583.64 and placed her order on 12/05/2016. As Ms. [redacted] was notified she may be paying above face value, agreed to her order total, and received her valid tickets on 12/24/2016 prior to her event taking place on 3/22/2017, we consider this matter closed. Regards, Vivid Seats
Thank you for getting back to us in reference to this issue. Vivid Seats maintains that the tickets Ms. [redacted] received were authentic and valid for entry. In the interest of customer service, we have reached out to Ms. [redacted] and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved. If Ms. [redacted] has any additional questions or concerns regarding this order, we encourage her to reach out to our customer service team.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. We have been in contact with Mr. [redacted], while we still maintain that we are not at fault,in the interest of customer servicewe were ableto find an amicable resolution. Vivid Seats operates on the secondary market and maintains...
one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue. This is noted primarily by our website URL www.vividseats.com, which shows no relation to any venue. Since we have reached a mutual resolution, we consider this matter closed. If Mr. Brewer 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 Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent listing process.We have been in contact with Mr.[redacted] regarding the transferring of funds into his account. After working with Mr. [redacted], and updating his [redacted] information to the correct email address he later provided, payment was subsequently sent and processed on 12/19/2016. Considering payment has been sent for the sale of his tickets, we consider this matter closed and encourage Mr. [redacted] to reach out to us if he has any additional questions. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted] for some time now, and while we maintain we are not at fault, both parties have found an amicable resolution. On 11/15/15, Mr. [redacted] purchased tickets to see Janet Jackson on 07/15/16. This event...
was later postponed by the artist for a later date. 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, but in the interest of customer service, are pleased we found an acceptable solution for all parties involved. This aforementioned 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 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 welcome 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 in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. 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 tickets they are interested in for Brian Setzer Orchestra - Rockabilly Riot, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $611.59 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $611.59.” 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 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 fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Further information detail the pricing of tickets is available on our Frequently Asked Questions portion of our site. 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. At this time Vivid Seats offered a courtesy resolution in the interest of customer service. However, our customer has declined this offer. Our customer received their valid tickets on 5/10/2017 prior to their event on 6/15/2017. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. As stated previously, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. All tickets for this event are transferable and all tickets sold on Vivid Seats are backed by our 100% Buyer Guarantee that ensures ticket validity and use for live events. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Mr. [redacted] agreed to during checkout. As Mr. [redacted] stated he has filed a dispute with his credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we advise Mr. [redacted] to reach out to their bank in regards to its outcome. Regards,Vivid Seats
We have reviewed all information provided and are unable to locate an order for Ms. [redacted]. We did attempt to reach Ms. [redacted] to confirm that there is no order placed with us for this event. As a result, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer Mrs. [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 are committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Mrs. [redacted] has indicated that she did not receive comparable tickets to her event; to this we would like to provide clarification. It should be noted that the listing Ms. [redacted] selected was clearly listed as Zone Seating, which was stated in the ticket details, “The seller is committing to procure these tickets for you upon the receipt of your order. After you place your order and your order is confirmed, we guarantee that your tickets will be within the listed zone or section listed or one comparable.” The valid tickets Mrs. [redacted] received were, in fact, in a comparable section and a significantly closer row. These tickets were in accordance with our Sales Terms and Conditions. These terms, which are readily available on our site, clearly state, “Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats’ reasonable discretion.”Mrs. [redacted] placed her order on 2/6/2017 and received her valid, comparable tickets on 2/23/2017 via email for her to print and take to her event that is scheduled to take place on 8/25/2017. Prior to receiving this complaint, Mrs. [redacted] contacted us via email correspondence and all of her concerns were addressed by a customer service representative. Though Mrs. [redacted] has indicated that she attempted to contact us via telephone, we have no record of this. If Mrs. [redacted] would like to discuss her order further, should she reference her order number, she will now be directed to a manager. As we have fully adhered to our sales terms and conditions and have provided Mrs. [redacted] with authentic tickets prior to her event, 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.Prior to placing their order, our customer 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.” In regards to rescheduled events, the terms further clarify that if an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund. It should be noted that purchasing and listing tickets on our site are two separate transactions. When a customer purchases tickets on our site, there is no guarantee that reselling on our site will be offered. As our customer placed their order for Flash Seats tickets, they are unable to list the tickets on our site for resale as Fan Sellers are provided the option to list Hard Stock or PDF e-tickets only. As the ticket type is dependent upon the primary issuer, not Vivid Seats, a change in ticket type is outside of our purview. While our customer is not able to list their tickets on our network, there are other reputable sites that allow the resale of Flash Seats tickets including www.FlashSeats.com. We encourage our customer to explore this method of reselling. If they have further questions, they are welcome to reach out to our customer service department. As valid tickets have been transferred to our customer prior to their event on 10/16/2017, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. With regard to Mr. [redacted]’s concern regarding tickets availability prior to the ticket on-sale from the primary marketplace, we would like to provide clarification. Tickets on the secondary market may become available to purchase prior to the primary market due to a number of possibilities. For instance, sellers may be season ticket holders or subscribers. Additionally, parties may have arrangements with box offices, venues, promoters, artists, or teams allow them to know in advance where they will acquire tickets. In order to place an order on Vivid Seats, customers must agree to our sales terms and conditions with clearly state, “All sales are final. All prices in USD” in bold text. 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. Mr. [redacted] placed his order for his event taking place on 6/23/2017 and his valid tickets were delivered on 1/27/2016. As such, we consider this matter closed and encourage Mr. [redacted] to contact our customer service if he has any additional concerns regarding his order. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
I did not decline the. $450.00 Vivid fee [redacted] from Vivid Seats offered,I simply stated I wanted a full refund.100% customer guarantee/satisfaction means just that.I am employed by a company who also has a return policy,however we go above and beyond to satisfy our customers even though it is not as the policy states.There is NO such policy that cannot be altered to satisfy a customer. Vivid Seats could have reached out to the seller since they still have 8 months to resell their tickets.Over eight months until the venue.I can not sell tickets that I do not even have in my possession. I can only imagine the policy for selling tickets through this Company.The Revdex.com needs to take a look at their own website and reevaluate this Companies ratings.Take a hard look because they are all negative.As a consumer who does not even have the product paid for,I want a full refund.I have tried in every way to get it and this company refuses.Consumers be aware and avoid purchases from this company they will draw you in and you will be very frustrated and unhappy with your purchase.Once they take your money they are done with you.How illegal is that!
Sincerely,
[redacted]
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address Mr[redacted] concerns. 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.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. The 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.”Vivid Seats has been in contact with Mr. [redacted] and both parties have found an amicable resolution. As such, we consider this matter resolved. 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: [redacted]
I am rejecting this response because: no matter what they claim I am sure I never completed the purchase. I accepted $101.07 back only because they said that that was absolutely all they would do. I had tocut my losses.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we are committed to 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.In reference to Mr. [redacted]’s concerns regarding the quantity of five (5) tickets being selected, we would like to provide clarification. Our site is completely user-driven meaning all order details is either selected or inputted by the customer during the checkout process. When Mr. [redacted] viewed tickets for a production of “Present Laughter”, he was presented with the section, row, and a drop down box providing him with the opportunity to adjust the quantity selected. The quantity this page initially provides is the number of seats together that the seller currently has available. The drop down box allows for customers to adjust this and choose the quantity they wish to select. Once Mr. [redacted] selected this listing, he navigated to the Login page. This page displayed an order summary with another opportunity for Mr. [redacted] to adjust the quantity he wished to purchase. After providing an email to create an account, Mr. [redacted] navigated through to the Place Order portion of checkout. Although Mr. [redacted] has indicated otherwise, prior to entering any payment information, an even more in-depth breakdown was displayed for him to review. This itemized breakdown displayed the price per ticket, all fees, and the order total of $819.80 in bold text. Here, Mr. [redacted] was provided a final opportunity to adjust the amount of tickets he wished to purchase. At this point, Mr. [redacted] 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 “All sales are final. All prices are listed in US Dollars (USD).” Directly above the “Place Order” button, Mr. [redacted]’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $819.80.” Mr. [redacted] then proceeded to select Place Order at which time his order was complete. No order can be placed on our website without the customer having been displayed all of their order details on this final page.Vivid Seats operates on the secondary marketplace meaning we are not affiliated with any artist or venue and do 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 Mr. [redacted]. As all order details were sufficiently displayed prior to placing his order, we consider this matter closed. If Mr. [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in regards to our Fan Seller's concerns. 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. Vivid Seats facilitates thousands of successful transactions each day with satisfied sellers so we are confident in the transparency of our listing process. The seller terms, which were agreed to by the seller prior to submitting their listing, clearly state, "For events that are more than 100 days from the date of the sale, Sellers receive payment approximately 90 days from the date of the event." As the event which the seller listed tickets for is taking place on June 18, 2018, over 100 days away, the seller will receive payment approximately 90 days from the event date. Although the seller has indicated they spoke with a representative who stated otherwise, this is inaccurate. As all communication is recorded and monitored for quality and training purposes, we have investigated this matter and were unable to locate any communication with the seller prior to 9/29/2017, a day after the seller confirmed the sale. Our records verify that we discussed this matter with the seller on two occasions on 9/29/2017. During both conversations the representatives correctly clarified the sales terms which were agreed to prior to listing the tickets in regards to payment. As all information regarding payment was sufficiently disclosed to the seller prior to listing tickets and confirming the sale, we consider this matter closed. If the seller has additional questions in regards to his sale, we welcome them to contact our Seller Services department for further assistance.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: I am not requesting any refund from the seller. I agree to the amount that the seller sold the tickets. I did NOT agree nor was I informed of Vivid Seats ridiculously high service fee that totaled $[redacted]. No where was it listed the service fee of $[redacted]. I was unaware of this fee until after card was charged the large amount of $[redacted] instead of $[redacted] that was listed on the checkout page. I replied by email to Vivid seats and requested that they email me. They state they will only communicate by phone. They e-mailed me the phone number for me to call their customer service department but they are unable to communicate about this matter over email??? I do not understand. I just want the service fee that was not listed nor agreed to be paid returned to me that Vivid Seats took it upon themselves to add to my ticket purchase without my knowledge.
Sincerely,
[redacted]
Thank you for getting back to us regarding this issue. While Ms. [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Ms. [redacted] consented to during checkout. Additionally, we have provided a one time courtesy resolution, which Ms. [redacted] has accepted. We have confirmed there was If Ms. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
We appreciate the opportunity to address Ms. [redacted] concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re...
committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms. [redacted] claims that she did not receive the correct tickets that she requested. However, this is inaccurate; when Ms. [redacted] selected tickets to her event; she chose tickets marked for November 29, 2015. Our system is unable to switch the dates while you are looking at tickets within a specific event and is manually selected by the customer before checking out. If you were looking at tickets for November 28th there would have been no way for our system to then switch to November 29th.Our customers purchase tickets listed by individual sellers, so we are unable to offer refunds and must enforce an “all sales are final” policy—a standard policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). Meanwhile, our checkout page displays the following message 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 U.S. Dollars. All sales are final."" This notice is then followed by the order total, listed in bolded text. These messages would have been clearly visible to Ms. [redacted] before she submitted her information and finalized the order.We show that Ms. [redacted] had successfully listed these tickets for resale on our marketplace but it has since removed. We hope that Ms. [redacted] was able to rectify her situation. If Ms. [redacted] would like to speak about this order further we welcome her to contact a member of our customer service team. As it stands, we consider this matter closed.
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. We’re committed to providing the best...
possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s statement about the ticket price, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket and 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 the purchaser selected tickets for [redacted] at the [redacted] on 3/18/17 the listing specifically stated “$187.00 ea.," once selected the purchaser continued to the Login page which displayed a detailed order summary on the right side, including the price per ticket. After the customer entered an email address to create an account they were navigated to the Checkout page, which featured an even more in-depth order summary that displays the price per ticket, 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 Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this in bold text it also states: “By clicking ‘Place Order,’ your credit card will be charged $937.58.” As a secondary marketplace, 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. 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. We have been in contact with Ms. [redacted] to discuss this matter, and have reached an amicable resolution for 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 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 [redacted] holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent website. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the nature of their purchase, so we are confident in the transparency of our checkout process. Ms. [redacted] has indicated that she believed she was purchasing from another entity; however, our website is distinctively different from other sites. Additionally, Vivid Seats operates on the secondary marketplace and 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 [redacted] holders. The prices of tickets on our site are set by the individual [redacted] sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. The fact that Ms. [redacted] may be paying above face value for her tickets is stated throughout our website from a notice on the top of every [redacted] listing page to our checkout page prior to placing her order. When Ms. [redacted] viewed listings for Elton John, the top of this page clearly stated, “Please note: Prices set by sellers, may be over face-value. Seats are together, unless noted.” Ms. [redacted] then navigated through our checkout process and before selecting a box signifying her agreement to our terms and conditions, she was presented 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.” Ms. [redacted] agreed to the price of $1,583.64 and placed her order on 12/05/2016. As Ms. [redacted] was notified she may be paying above face value, agreed to her order total, and received her valid tickets on 12/24/2016 prior to her event taking place on 3/22/2017, we consider this matter closed. Regards, Vivid Seats
Thank you for getting back to us in reference to this issue. Vivid Seats maintains that the tickets Ms. [redacted] received were authentic and valid for entry. In the interest of customer service, we have reached out to Ms. [redacted] and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved. If Ms. [redacted] has any additional questions or concerns regarding this order, we encourage her to reach out to our customer service team.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. We have been in contact with Mr. [redacted], while we still maintain that we are not at fault,in the interest of customer servicewe were ableto find an amicable resolution. Vivid Seats operates on the secondary market and maintains...
one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue. This is noted primarily by our website URL www.vividseats.com, which shows no relation to any venue. Since we have reached a mutual resolution, we consider this matter closed. If Mr. Brewer 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 Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent listing process.We have been in contact with Mr.[redacted] regarding the transferring of funds into his account. After working with Mr. [redacted], and updating his [redacted] information to the correct email address he later provided, payment was subsequently sent and processed on 12/19/2016. Considering payment has been sent for the sale of his tickets, we consider this matter closed and encourage Mr. [redacted] to reach out to us if he has any additional questions. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted] for some time now, and while we maintain we are not at fault, both parties have found an amicable resolution. On 11/15/15, Mr. [redacted] purchased tickets to see Janet Jackson on 07/15/16. This event...
was later postponed by the artist for a later date. 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, but in the interest of customer service, are pleased we found an acceptable solution for all parties involved. This aforementioned 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 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 welcome 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 in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. 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 tickets they are interested in for Brian Setzer Orchestra - Rockabilly Riot, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $611.59 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $611.59.” 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 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 fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Further information detail the pricing of tickets is available on our Frequently Asked Questions portion of our site. 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. At this time Vivid Seats offered a courtesy resolution in the interest of customer service. However, our customer has declined this offer. Our customer received their valid tickets on 5/10/2017 prior to their event on 6/15/2017. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. As stated previously, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. All tickets for this event are transferable and all tickets sold on Vivid Seats are backed by our 100% Buyer Guarantee that ensures ticket validity and use for live events. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Mr. [redacted] agreed to during checkout. As Mr. [redacted] stated he has filed a dispute with his credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we advise Mr. [redacted] to reach out to their bank in regards to its outcome. Regards,Vivid Seats
We have reviewed all information provided and are unable to locate an order for Ms. [redacted]. We did attempt to reach Ms. [redacted] to confirm that there is no order placed with us for this event. As a result, we consider this matter closed. Regards,Vivid Seats