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. Specific to Ms. [redacted]'s claim about the quantity of tickets purchased, we should note Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the number of tickets selected, 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. Our site is user-driven, meaning no order can be placed without the customer being made aware of the order details, including the quantity of tickets. When the purchaser selected the tickets she was interested in, she continued to the Login page which displayed a detailed order summary on the right side. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, the purchaser 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 a message in bold is presented stating, “By clicking ‘Place Order,’ your credit card will be charged $479.52.” 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. 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] regarding 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
As previously stated, we have gone outside our sales terms and provided a partial courtesy refund to Mr. [redacted] in an effort to resolve the situation, which he accepted. As Mr. [redacted] has accepted this partial refund and we are unable to further assist him from a customer-service perspective.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:I never agreed to their response..their response was this or nothing..they would let me talk or explain what happened to anyone
Sincerely,
[redacted]
Thank you for providing this response. As we previously stated, our four-step checkout process sufficiently provides customers with multiple opportunities to review the details of their order. The event details were restated on the event, ticket listing, login, and checkout page. Vivid Seats guarantees our customer's tickets will be in the section and row selected, or one comparable. No order can be placed on our site without the customer having been presented with, and agree to, the order total including all fees. It should also be noted that, within the seller terms, occasionally customers may list tickets without maintaining the exact seat numbers. Nevertheless, in the interest of customer service, Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because: this company supports predatory sales practices. Look at the number of complaints against them for exactly this same issue. Please help the people being prayed upon by this company. I just wasn't a refund. Please advise what additional documentation you need from me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I maintain that I was redirected. In fact the tickets that were sent to me are from [redacted]. It is interesting that I was on the site and was redirected and I received tickets that were issued by [redacted].
Sincerely,
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have contacted their customer service department, with no return contact.I did not get the tickets I ordered. They lie.
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. For events listed on the Vivid Seats website, we display venue seating charts designed to give customers a map of specific seating locations. Tickets are typically listed on our site as they appear on the ticket themselves, in Ms. [redacted] case, her tickets for Adele in Section: 428 Row: B did not state Obstructed View. Her Adele tickets were delivered on-time and were valid for entry to Ms. [redacted] event which occurred on 9/30/2016. 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. This information is readily available on our site. The fact that Ms. [redacted] may be paying above face value was also noted on our website at the top of the ticket listing page and was reiterated on the checkout page before her order was placed stating, "To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware you may be paying above face value for your tickets. All priced in US Dollars. All sales are final." The prices on our site are set by sellers, not Vivid Seats, in accordance with their assessments of a range of factors including customer demand. Additionally, any decisions regarding the setup of lighting equipment are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations were stated in the Sales Terms and Conditions Ms. [redacted] agreed upon submitting her order which state our policy regarding changes that a venue may make to seating: “In certain instances, a venue, promoter, or any entity putting on the event will require a ticket holder to relocate his or her seat or otherwise change the seating configuration in a manner beyond Vivid Seat's control. Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” Additionally, the primary market did not specify Ms[redacted] seats as obstructed on her tickets; as a result, we are unable to penalize the seller since her tickets were listed correctly. Nevertheless, we reached out to Ms. [redacted] on 10/18/2016 in an attempt to reach a positive resolution. We extended this offer to Ms. [redacted], stepping outside of these agreed to terms in the interest of customer service, though Ms. [redacted] declined. We can confirm that Ms. [redacted] received tickets for seats in the section and row she requested. As we cannot hold the seller accountable for Ms. [redacted]’s claim we are unable to issue a refund and consider this matter closed. We encourage Ms. [redacted] to contact us should she wish to accept our offer or discuss additional concerns she may have. Regards, Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats appreciates this opportunity to address the concerns of our valued customer, Ms. [redacted]. We operate on the secondary market and maintain 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.With regard to Ms. [redacted]'s claim that she was not made aware that her tickets may be priced above face value, it must be noted that this is inaccurate. During phone checkout, our sales agents require the customer to verbally confirm that they are aware of this information. 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. 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. 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).These policies are described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). During checkout, our sales agent asked Ms. [redacted] to confirm that she was aware of the Vivid Seats Sales Terms and Conditions and of the fact that she may be paying above face value. Ms. [redacted] provided verbal confirmation that she was aware of this information.Vivid Seats has acted in full accordance with the Terms to which Ms. [redacted] agreed prior to purchase, and has upheld our 100% Buyer Guarantee. Additionally, we have gone outside this agreement to provide a resolution to this matter that was amicable to both parties. It should further be noted that in addition to this current claim, Ms. [redacted] has filed a dispute with her financial institution regarding this transaction. If Ms. [redacted] has any additional questions regarding that dispute, we encourage her to reach out to her financial institution. At this time, we consider this matter resolved.Regards,Vivid Seats
Thank you for your response. Although Ms. [redacted] continues to press forward with her claim, all our actions have fallen in line with the agreed-to policies at checkout and we have offered a potential resolution, which Ms. [redacted] has rejected. As stated in the previous responses, we have a customer service team available for any additional questions. As it stands, we consider this matter closed and we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response. Regards,Vivid Seats
Thank you for your response. We attempted to reach Ms. [redacted] to discuss an amicable resolution, however, as Ms. [redacted] has stated, she has filed a dispute with her 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 Ms. [redacted] to reach out to their bank in regards to its outcome.
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. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Prior to this complaint we had been in contact with Mr. [redacted] and explained our all sales are final policy and why we are unable cancel his order. If Mr. [redacted] has any additional questions or concerns he is welcome to contact a member of our management team.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. To address Ms.[redacted] concerns regarding her seating location, it should be known that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. As such, any last-minute decisions regarding the athlete's bench locations are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations are clearly stated in the Sales Terms and Conditions that Ms.[redacted] agreed upon when submitting their order: “Vivid Seats is acting as a ticket marketplace. This means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live events. It also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing group. Vivid Seats is not representing any official organizer of the events listed.” These terms also state our policy regarding changes that a venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We can confirm that Ms.[redacted] did receive tickets for seats in the section and row they requested. Additionally, as venues typically do not issue refunds to the original purchaser in the event of a seating change, we cannot hold the seller accountable for Ms.[redacted]'s claim. We have been in contact with Ms.[redacted] regarding this issue, and have yet to reach an amicable resolution at this time. Our management team is available to handle any additional concerns that Ms.[redacted] may have. We have been consistent in our sales terms and conditions; as it presently stands, we consider this matter closed. Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The company will refund my money.However, I would like to reiterate, the company is NOT correct in their response. Their system did not at any point in time show me the total cost, and there was never more than one ticket selected. I think its very important that this company admits their software is stealing money from its customers, or the problem will continue. It is completely unacceptable that they blame customers for mistakes, or intentional scams, they are responsible for. I am by far not the only person this has happened to. I am glad I got my money back but some other people I contacted and spoke to did not. If the company is not forced to change the scam they run, they should not be allowed to operate any longer. Their inability to accept responsibility is akin to me stealing cash out of someone's wallet and repeatedly telling them, 'hey, if I have your cash, you must have given it to me. Duh."
Sincerely,
Kristen [redacted]
Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concerns. Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. On...
02/11/16, Mr. [redacted] purchased tickets to see [redacted] on 4/4/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. [redacted] to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to 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 typically are unable to cancel orders or offer refunds.As previously mentioned, Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they are interested in for Sammy Hagar, 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 $617.20 highlighted in bold text. All pricing details are disclosed before customers are prompted to enter any credit card information. 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 $617.20.” 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. 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 [redacted] and received their valid tickets shortly after, prior to their event on 9/20/2017. 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, 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 so they may be addressed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their 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. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”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 Ms. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed.Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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] placed this order with us on 5/10/2016 for two tickets to the 2016 Desert Trip. Though Ms. [redacted] was presented with her order details and agreed to our sales terms, we later received a dispute from Ms. [redacted]’s credit card company regarding this transaction on 5/31/2016. Though the dispute initially ruled in our favor, we later received a Pre-Arbitration. Due to the nature of this standing, Vivid Seats had not received further information regarding the results of the dispute. As such, we encouraged Ms. [redacted] to contact her bank regarding this matter when she contacted us on 10/14/2016. We have since reached out to our payment partner who has informed Vivid Seats that, though we have not received further information from Ms. [redacted]’s financial institution, this dispute was ultimately ruled in our favor. Due to the timing of the dispute Ms. [redacted] filed overlapping with the event with which she purchased tickets for, we are able to offer partial compensation. At this time, we consider this matter closed and suggest Ms. [redacted] contact our customer service with any additional concerns she may have regarding her order. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because: I want everyone to be aware what a scam ViVid Seats is. I have seen other complaints online ([redacted]) where people complained about similar issues - the price was listed a different amount and when they paid with their credit card, they were charged a different amount. Even though Vivid seats claim this case closed, I want everyone to be aware that this company is a scam. Yes, I lost $1200 and it seems like there is nothing that can be done. I paid $1200 for a concert that I won't be able to attend. The customer reps were unprofessional, we called several times to resolve the issue and got disconnected or were directed to an automated system. I will do my best to inform others about this scam company so that they don't fall into a similar situation that I did. It creates distress and depression to the customers who have lost a lot of money. This is their hard earned money; not money that can just be thrown away to a scam company. This case will never be closed.
Sincerely,
[redacted]
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, in the interest of customer service both parties have found an amicable resolution. Vivid Seats was able to assist Ms. [redacted] in attending the event...
on the correct date and we hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted]has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
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. Specific to Ms. [redacted]'s claim about the quantity of tickets purchased, we should note Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the number of tickets selected, 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. Our site is user-driven, meaning no order can be placed without the customer being made aware of the order details, including the quantity of tickets. When the purchaser selected the tickets she was interested in, she continued to the Login page which displayed a detailed order summary on the right side. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, the purchaser 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 a message in bold is presented stating, “By clicking ‘Place Order,’ your credit card will be charged $479.52.” 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. 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] regarding 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
As previously stated, we have gone outside our sales terms and provided a partial courtesy refund to Mr. [redacted] in an effort to resolve the situation, which he accepted. As Mr. [redacted] has accepted this partial refund and we are unable to further assist him from a customer-service perspective.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:I never agreed to their response..their response was this or nothing..they would let me talk or explain what happened to anyone
Sincerely,
[redacted]
Thank you for providing this response. As we previously stated, our four-step checkout process sufficiently provides customers with multiple opportunities to review the details of their order. The event details were restated on the event, ticket listing, login, and checkout page. Vivid Seats guarantees our customer's tickets will be in the section and row selected, or one comparable. No order can be placed on our site without the customer having been presented with, and agree to, the order total including all fees. It should also be noted that, within the seller terms, occasionally customers may list tickets without maintaining the exact seat numbers. Nevertheless, in the interest of customer service, Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because: this company supports predatory sales practices. Look at the number of complaints against them for exactly this same issue. Please help the people being prayed upon by this company. I just wasn't a refund. Please advise what additional documentation you need from me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I maintain that I was redirected. In fact the tickets that were sent to me are from [redacted]. It is interesting that I was on the site and was redirected and I received tickets that were issued by [redacted].
Sincerely,
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I have contacted their customer service department, with no return contact.I did not get the tickets I ordered. They lie.
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. For events listed on the Vivid Seats website, we display venue seating charts designed to give customers a map of specific seating locations. Tickets are typically listed on our site as they appear on the ticket themselves, in Ms. [redacted] case, her tickets for Adele in Section: 428 Row: B did not state Obstructed View. Her Adele tickets were delivered on-time and were valid for entry to Ms. [redacted] event which occurred on 9/30/2016. 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. This information is readily available on our site. The fact that Ms. [redacted] may be paying above face value was also noted on our website at the top of the ticket listing page and was reiterated on the checkout page before her order was placed stating, "To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware you may be paying above face value for your tickets. All priced in US Dollars. All sales are final." The prices on our site are set by sellers, not Vivid Seats, in accordance with their assessments of a range of factors including customer demand. Additionally, any decisions regarding the setup of lighting equipment are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations were stated in the Sales Terms and Conditions Ms. [redacted] agreed upon submitting her order which state our policy regarding changes that a venue may make to seating: “In certain instances, a venue, promoter, or any entity putting on the event will require a ticket holder to relocate his or her seat or otherwise change the seating configuration in a manner beyond Vivid Seat's control. Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” Additionally, the primary market did not specify Ms[redacted] seats as obstructed on her tickets; as a result, we are unable to penalize the seller since her tickets were listed correctly. Nevertheless, we reached out to Ms. [redacted] on 10/18/2016 in an attempt to reach a positive resolution. We extended this offer to Ms. [redacted], stepping outside of these agreed to terms in the interest of customer service, though Ms. [redacted] declined. We can confirm that Ms. [redacted] received tickets for seats in the section and row she requested. As we cannot hold the seller accountable for Ms. [redacted]’s claim we are unable to issue a refund and consider this matter closed. We encourage Ms. [redacted] to contact us should she wish to accept our offer or discuss additional concerns she may have. Regards, Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats appreciates this opportunity to address the concerns of our valued customer, Ms. [redacted]. We operate on the secondary market and maintain 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.With regard to Ms. [redacted]'s claim that she was not made aware that her tickets may be priced above face value, it must be noted that this is inaccurate. During phone checkout, our sales agents require the customer to verbally confirm that they are aware of this information. 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. 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. 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).These policies are described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). During checkout, our sales agent asked Ms. [redacted] to confirm that she was aware of the Vivid Seats Sales Terms and Conditions and of the fact that she may be paying above face value. Ms. [redacted] provided verbal confirmation that she was aware of this information.Vivid Seats has acted in full accordance with the Terms to which Ms. [redacted] agreed prior to purchase, and has upheld our 100% Buyer Guarantee. Additionally, we have gone outside this agreement to provide a resolution to this matter that was amicable to both parties. It should further be noted that in addition to this current claim, Ms. [redacted] has filed a dispute with her financial institution regarding this transaction. If Ms. [redacted] has any additional questions regarding that dispute, we encourage her to reach out to her financial institution. At this time, we consider this matter resolved.Regards,Vivid Seats
Thank you for your response. Although Ms. [redacted] continues to press forward with her claim, all our actions have fallen in line with the agreed-to policies at checkout and we have offered a potential resolution, which Ms. [redacted] has rejected. As stated in the previous responses, we have a customer service team available for any additional questions. As it stands, we consider this matter closed and we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response. Regards,Vivid Seats
Thank you for your response. We attempted to reach Ms. [redacted] to discuss an amicable resolution, however, as Ms. [redacted] has stated, she has filed a dispute with her 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 Ms. [redacted] to reach out to their bank in regards to its outcome.
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. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Prior to this complaint we had been in contact with Mr. [redacted] and explained our all sales are final policy and why we are unable cancel his order. If Mr. [redacted] has any additional questions or concerns he is welcome to contact a member of our management team.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. To address Ms.[redacted] concerns regarding her seating location, it should be known that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. As such, any last-minute decisions regarding the athlete's bench locations are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations are clearly stated in the Sales Terms and Conditions that Ms.[redacted] agreed upon when submitting their order: “Vivid Seats is acting as a ticket marketplace. This means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live events. It also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing group. Vivid Seats is not representing any official organizer of the events listed.” These terms also state our policy regarding changes that a venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We can confirm that Ms.[redacted] did receive tickets for seats in the section and row they requested. Additionally, as venues typically do not issue refunds to the original purchaser in the event of a seating change, we cannot hold the seller accountable for Ms.[redacted]'s claim. We have been in contact with Ms.[redacted] regarding this issue, and have yet to reach an amicable resolution at this time. Our management team is available to handle any additional concerns that Ms.[redacted] may have. We have been consistent in our sales terms and conditions; as it presently stands, we consider this matter closed. Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The company will refund my money.However, I would like to reiterate, the company is NOT correct in their response. Their system did not at any point in time show me the total cost, and there was never more than one ticket selected. I think its very important that this company admits their software is stealing money from its customers, or the problem will continue. It is completely unacceptable that they blame customers for mistakes, or intentional scams, they are responsible for. I am by far not the only person this has happened to. I am glad I got my money back but some other people I contacted and spoke to did not. If the company is not forced to change the scam they run, they should not be allowed to operate any longer. Their inability to accept responsibility is akin to me stealing cash out of someone's wallet and repeatedly telling them, 'hey, if I have your cash, you must have given it to me. Duh."
Sincerely,
Kristen [redacted]
Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concerns. Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. On...
02/11/16, Mr. [redacted] purchased tickets to see [redacted] on 4/4/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. [redacted] to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to 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 typically are unable to cancel orders or offer refunds.As previously mentioned, Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they are interested in for Sammy Hagar, 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 $617.20 highlighted in bold text. All pricing details are disclosed before customers are prompted to enter any credit card information. 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 $617.20.” 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. 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 [redacted] and received their valid tickets shortly after, prior to their event on 9/20/2017. 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, 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 so they may be addressed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their 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. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”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 Ms. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed.Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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] placed this order with us on 5/10/2016 for two tickets to the 2016 Desert Trip. Though Ms. [redacted] was presented with her order details and agreed to our sales terms, we later received a dispute from Ms. [redacted]’s credit card company regarding this transaction on 5/31/2016. Though the dispute initially ruled in our favor, we later received a Pre-Arbitration. Due to the nature of this standing, Vivid Seats had not received further information regarding the results of the dispute. As such, we encouraged Ms. [redacted] to contact her bank regarding this matter when she contacted us on 10/14/2016. We have since reached out to our payment partner who has informed Vivid Seats that, though we have not received further information from Ms. [redacted]’s financial institution, this dispute was ultimately ruled in our favor. Due to the timing of the dispute Ms. [redacted] filed overlapping with the event with which she purchased tickets for, we are able to offer partial compensation. At this time, we consider this matter closed and suggest Ms. [redacted] contact our customer service with any additional concerns she may have regarding her order. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because: I want everyone to be aware what a scam ViVid Seats is. I have seen other complaints online ([redacted]) where people complained about similar issues - the price was listed a different amount and when they paid with their credit card, they were charged a different amount. Even though Vivid seats claim this case closed, I want everyone to be aware that this company is a scam. Yes, I lost $1200 and it seems like there is nothing that can be done. I paid $1200 for a concert that I won't be able to attend. The customer reps were unprofessional, we called several times to resolve the issue and got disconnected or were directed to an automated system. I will do my best to inform others about this scam company so that they don't fall into a similar situation that I did. It creates distress and depression to the customers who have lost a lot of money. This is their hard earned money; not money that can just be thrown away to a scam company. This case will never be closed.
Sincerely,
[redacted]
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, in the interest of customer service both parties have found an amicable resolution. Vivid Seats was able to assist Ms. [redacted] in attending the event...
on the correct date and we hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted]has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats