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. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. Because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Mr. [redacted]’s order was one such case. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us regarding 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.Regarding Ms. [redacted]’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of her tickets, the delivery and service fees, and the total charge in bold text.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).Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industry. This policy is disclosed throughout the purchase process, including a sales terms statement displayed at checkout and the bold-text message “All sales are final. All prices are listed in US Dollars (USD).”Ms. [redacted]'s tickets were delivered to her via email within moments of her completion of the purchase, and remain valid for the event. As such, Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase. Additionally, in the interest of customer service we have reached out to her and provided a resolution to this matter that is amicable to both parties. If she has any further questions or concerns, we encourage her to reach out to a member of our customer service team. At this time, we consider this matter resolved.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. On 15 February 2016, Ms[redacted] purchased tickets to see Beyonce on 7 May 2016. She received an email shortly after placing her order that the tickets estimated delivery date was 3 May 2016. Due to a venue delay, the tickets for this event were not released to the original purchasers until 48 hours prior to showtime. Per our 100% Buyer's Guarantee, we ensure customers will receive valid tickets in time for the event, and on 5 May 2016, we emailed Ms[redacted] her tickets for the event. The tickets provided were downloadable PDFs that were required to be printed ahead of the event. We attempted to call Ms[redacted] on multiple occasions to remind her to download the tickets but were only able to leave a voice message. Per our 100% Buyer Guarantee, the order was fulfilled according to company policy and Ms[redacted] was provided valid tickets to her event. 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. 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.” Ms[redacted] was provided valid tickets for entry and we made multiple attempts to assist her with her tickets. Vivid Seats operates our own customer service department and we encourage Ms[redacted] to utilize this resource for any additional concerns. 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 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.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. Our customer has indicated that the tickets they were provided for their event Red Hot Chili Peppers that took place on 10/18/2017 were not valid for entry. After investigating this matter, we have determined that our customer’s order was one such case. Vivid Seats has been in contact with our customer, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that our customer will consider Vivid Seats for their future event ticket needs. If our customer 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 bringing this matter to our attention. At Vivid Seats, we value our customers and appreciate this opportunity to address Ms. [redacted]'s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to...
connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order and pricing details, 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. Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industry. This policy is 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).”Regarding Ms. [redacted]’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. She was then required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of her tickets, the delivery and service fees, and the total charge.With regard to her claim that she was due to receive a partial refund, we would like to provide clarification. Although she is not due a refund per the Sales Terms and Conditions to which she agreed prior to checkout, in the interest of customer service we did offer to provide a courtesy resolution to this matter. However, Ms. [redacted] indicated at that time that this resolution was unsatisfactory to her. When she again inquired about a resolution to this matter at a later date, our customer service team detailed the previously offered resolution and invited her to call in and discuss this with a manager; however, no further contact was received from Ms. [redacted].Ms. [redacted]'s valid, authentic tickets were delivered to her via UPS on 8/17/16, and we sincerely hope that she has a fantastic experience attending the event. If she would like to discuss a resolution, or if she has any further questions or concerns, we encourage Ms. [redacted] to contact our customer service team. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for your response. Vivid Seats maintains that the Ms. [redacted]’s order has been filled correctly. in accordance to our sales terms which state, "Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion.”Ms. [redacted] has indicated that Vivid Seats purchases tickets; this is inaccurate. As we previously clarified, we operate on the secondary marketplace. This means that individual sellers own the tickets which are listed our site; Vivid Seats simply acts as an intermediary between fans and ticket holders. This also means that sellers select the price which tickets are listed at based on factors such as customer demand and market value, not face value. Additionally, as we mentioned in our initial response, Ms. [redacted] was clearly notified that her tickets would be “within the listed zone or section listed or one comparable.” This notation was provided on the ticket listing page, Login page, and Checkout page.Vivid Seats has thoroughly addressed Ms. [redacted]’s concerns and provided valid tickets prior to her event occurring on 3/4/2017. As such, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. In regards to Mr. [redacted] issue regarding a different name being on the tickets they received, it should be noted that because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and therefore display the name of the original purchaser. This is standard practice throughout the industry, the name simply being information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events. 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. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” We have been in contact with Mr. [redacted] regarding his concerns and have reiterated our policies as well as our 100% Buyer Guarantee (http://www.vividseats.com/guarantee.html). Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter closed.Regards, Vivid Seats
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:As I have noted in my prior replies, I confirmed each sale that required confirmation and I performed this confirmation in a matter that was confirmed by Vivid Seats to be appropriate. As such, I did indeed comply with the Seller Terms and Conditions that Vivid Seats refers to in their replies.Vivid Seats acknowledged in a prior reply that they DID confirm to me via telephone that I properly confirmed my August 31st sale. Vivid Seats also agreed to pay for this sale; however, they have no reimbursed me as of this reply date.Vivid Seats, however, has failed to reply to the fact that I confirmed each of my sales in an IDENTICAL process which is a process which they confirmed via telephone after the August 31st sale. Vivid Seats has only acknowledged that this confirmation was in error. They have not acknowledged or rebutted how I, as a seller, was to know that I was not confirming my sales properly given their representatives confirmation to me.Vivid Seats also has failed to reply to my questioning of their definition of "immediately". As noted in prior replies of mine, Vivid Seats' email confirmation after a sale is made requests confirmation within 24 hours. The term "immediately" is not explicitly defined anywhere within the Terms and Conditions or within any communications. As such, it is implied that "immediately" is within 24 hours per Vivid Seats' own email confirmations. Each sale was confirmed within 1 hour which one can reasonably derive meets the term "immediately" per the Terms and Conditions. In the instance that Vivid Seats claims 1 hour does not satisfy the term "immediate", Vivid Seats has failed to reply to how the term "immediately" - and it's vague meaning - does not result in an "impossibility of performance". If a seller is to confirm a sale in a time period shorter than 1 hour, how is the term "immediate" reasonably possible to perform?To conclude, I have noted many facts and circumstances in this reply - and in prior replies - to support my representation that I did indeed meet the Sellers' Terms and Conditions; however, Vivid Seats continues to reply without any substantiation to refute my representation. Instead, Vivid Seats vaguely notes that I failed to meet the Sellers Terms and Conditions without providing reason as to how I failed to do so given the FACT that I did confirm each and every sale within 1 hour.Sincerely,[redacted]
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.
Sincerely,
[redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Mr. [redacted]. Mr. [redacted] purchased tickets to see [redacted] on 12/28/2015 This event was later postponed by the artist for a later date. Mr. [redacted] reached out to us about this date change and indicated that...
he would no longer be able to attend. It should be noted that Mr. [redacted]typically would not be able to receive a refund for a postponed event, per the policy agreed to at checkout. This policy is in place with the goal of ensuring that our customers can attend the event they originally selected. We understand that in some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customers. In the interest of customer service, we notified Mr. [redacted] via emailthat orders pertaining to this event were now approved for cancellation. Prior to this the last contact we had with Mr. [redacted] was in June of 2016. We ask that Mr. [redacted] give his financial institution 3-5 business days for his account to reflect this resolution. If Mr. [redacted]has any further questions or concerns regarding this, we welcome him to contact a member of our customer service team. Regards, Vivid Seats
Complaint: 11135291
The exact language from the [redacted] page is [redacted] member [redacted] has been forced to cancel a 21-city tour after undergoing “unexpected” hip replacement surgery.The 76-year-old had announced the extensive tour schedule in mid-January. According to a message shared on [redacted]’ [redacted] page, “ticket buyers are encouraged to contact local venues and authorized ticketing platforms regarding refunds.The tickets that I purchased were basically scalped tickets. The face value of the tickets is only $170 and yet Vivid Seats charged over $450 for the tickets. The scheduled concert was cancelled according to [redacted] website. I notified Vivid Seats immediately with the notification from the [redacted] site.. I had a similar situation with ETIX in Chattanooga and they refunded my tickets, no questions asked. All buyers should beware of the tactics used by Vivid Seats.
Sincerely,
Vanessa [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. Although our customer has stated that the main performer cancelled, this is incorrect. The headliner for this event was [redacted], not [redacted].Due to the nature of our business on the 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. As such, we do not follow the primary market's policies. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. The policies stated, and agreed to by every customer prior to placing their order, clearly state, "If an event is canceled, you will be given a full refund. 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." Nevertheless, prior to receiving this claim from our customer, we have addressed their concerns and reached an amicable resolution. As such, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect fans 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 statement that her tickets were priced at $54, we would like to provide clarification. Ms. [redacted] selected tickets that were priced at $59 and $68 per ticket. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their total order, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected tickets, she was led to a Login page that displayed a detailed order summary on the right side. After Ms. [redacted] entered an email address to create an account, she was then taken to the Checkout page, which featured an even more in-depth order summary that displayed the quantity and prices of her tickets, delivery and service fees, and the total charge highlighted in red. 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 enforce an “all sales are final” policy—a standard throughout the industry. 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).” We encourage our customers to reach out to our customer service team for any assistance that may be needed. Our contact information is readily available on our website and on all correspondence with customers. This allows us to be easily accessible to address any questions or concerns Ms. [redacted] may have had regarding her original purchase. The valid tickets for both orders were delivered September 15, 2016 and September 16, 2016 prior to the event date of September 17, 2016, thus fulfilling our 100% BuyerGuarantee. We have been in contact with Ms. [redacted] to provide a resolution to this matter that would be amicable to both parties. However, Ms. [redacted] has declined our proposal to resolve this matter. If Ms. [redacted] has any further questions or concerns regarding this order, we encourage her to contact our customer service team. At this time, we consider this matter closed. Regards,Vivid Seats
Thank you for your reply. As we previously clarified, events that are rescheduled do not qualify for a refund per the terms which our customer agreed to prior to placing their order. As the tickets our customer received remained valid for the rescheduled date, which has since passed, the seller on the purchase and Vivid Seats has fully adhered to these sales terms. The offer made to our customer was done in the interest of customer service as we stepped outside of the agreed to terms as a courtesy. As we previously stated, we offered a courtesy resolution, which was accepted, and our customer received valid tickets for the rescheduled event; as such, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once customers select the tickets they are interested in for [redacted] at Florida [redacted], they continue 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 $1,005.00 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 “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $1,005.00.” 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.” 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. We maintain that all order details were sufficiently displayed to our customer prior to placing their order. In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in our process.Ms. [redacted] first package was shipped on 4/11/2017 and she received an email with the tracking details, including the UPS tracking number: [redacted]. These tickets were attempted to be delivered on 4/13/2017 but the receiver was not available. The package was later classified as lost according to UPS. At this time, Vivid Seats reached out to UPS to attempt to locate the tracking. Simultaneously, we reached out to the seller to explore the possibility of reissuing the festival passes. The seller later notified us that they would be unable to fulfill this request. As a result, we reached out to Ms. [redacted] on 4/19/2017 around 11:30 AM CST to offer replacement tickets as well as the option to cancel. As Ms. [redacted] stated, she accepted replacement ticket which was confirmed by another seller shortly thereafter and Ms. [redacted] received an email with the UPS tracking number of 1Z14YY912994819739. Ms. [redacted] later contacted us around 2:00 PM CST requesting to cancel her order. At this time, our agent explained that as she had agreed to the replacements, our “all sales are final” policy, and her new tickets were scheduled to be delivered the following day we were unable to cancel. Our agent offered to ship the package to a pick-up location closer to the venue though Ms. [redacted] declined. Ms. [redacted] tickets were set to be delivered on 4/20/2017 though, again, the receiver was unavailable. UPS then held Ms. [redacted] tickets at a UPS Access Point 8 minutes from the shipping address prior to her event on 4/21/2017.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. It should also be noted that our sales terms, which Ms. [redacted] agreed to when placing her order, state that tickets may be delivered for “any order up to one (1) hour prior to the event.”As Ms. [redacted] tickets had multiple delivery attempts and were awaiting her pick up prior to her event, we have fully adhered to our sales terms. Prior to receiving this claim we thoroughly discussed this matter with Ms. [redacted] and offered a courtesy resolution. This offer was made in the interest of customer service though Ms. [redacted] declined. As such, we consider this matter closed. If Ms. [redacted] has any additional concerns, we welcome her to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary 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. As a preliminary matter, although Mr. [redacted] has filed this claim, this order was placed by Ms. [redacted].Mr. [redacted] has stated that there was a data breach and Ms. [redacted]'s information was sent to [redacted]; this is incorrect. Ms. [redacted] placed her order on 6/16/2017 for tickets that were to be delivered via UPS Basic Delivery on or before 5/30/2018; not [redacted]. At no time did we provide information to [redacted] regarding this customer’s order. When Ms. [redacted] contacted us on 6/16/2017 regarding this matter at which time we investigated this claim. With the documentation Ms. [redacted] provided, it appears as though she placed an entirely separate order through [redacted]. Furthermore, the order placed with us was for a listing in Section: 116 Row: 24; the tickets Ms. [redacted] received from [redacted] were in Section 106 and Section 416 in addition to a Parking Pass; this was not included in Ms. [redacted]’s Vivid Seats order. Nevertheless, we attempted to reach out to Ms. [redacted] to provided a resolution in the interest of customer service. However, we have been unsuccessful in contacting her. As such, we encourage Ms. [redacted] to contact us so that we may resolve this matter.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. **. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Additionally, our site is completely user-driven. This means that all order details, including the listing selected, is either selected or inputted by the customer, not Vivid Seats. When Ms. ** viewed listings on our site for 2017 Kentucky Derby, she selected a listing labeled as “Section: GA223 Row: GA.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes; this is a common occurrence in the primary and secondary market. General Admission tickets are commonly refers to standing areas that do not reserve seating. These tickets do not have pre-assigned seating arrangements. After Ms. ** selected this listing, she was brought to the Login page. This page displays a detailed order summary on the right side and reiterated the section and row for Ms. **. After Ms. ** entered an email address to create an account, she then navigate to the Checkout page, which features an even more in-depth order summary that displayed the quantity and location of tickets, delivery and service fees, and the total charge in bold text. At this point, Ms. ** 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.” Directly above the Place Order button, Ms. **’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $613.05.” Ms. ** then proceeded to select Place Order at which time her 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.Although Ms. ** has indicated a discrepancy between her order summary email and the tickets she received; this is inaccurate. The order summary Ms. ** received after placing her order clearly states Section: GA223 Row: GA, the same location which she selected during the checkout process. The tickets Ms. ** received shortly after placing her order on 4/3/2017 clearly state Section: GA223 Row: GA6. The number six included in the row is provided by the primary issuer for their inventory purposes. This information was thoroughly discussed with Ms. ** prior to receiving this claim.As Ms. ** received the exact tickets she selected during checkout and we have adequately addressed her concerns, we consider this matter closed. If Ms. ** has further concerns pertaining to her order, we encourage her to contact our customer service department to provide assistance.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. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. Because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Mr. [redacted]’s order was one such case. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us regarding 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.Regarding Ms. [redacted]’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of her tickets, the delivery and service fees, and the total charge in bold text.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).Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industry. This policy is disclosed throughout the purchase process, including a sales terms statement displayed at checkout and the bold-text message “All sales are final. All prices are listed in US Dollars (USD).”Ms. [redacted]'s tickets were delivered to her via email within moments of her completion of the purchase, and remain valid for the event. As such, Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase. Additionally, in the interest of customer service we have reached out to her and provided a resolution to this matter that is amicable to both parties. If she has any further questions or concerns, we encourage her to reach out to a member of our customer service team. At this time, we consider this matter resolved.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. On 15 February 2016, Ms[redacted] purchased tickets to see Beyonce on 7 May 2016. She received an email shortly after placing her order that the tickets estimated delivery date was 3 May 2016. Due to a venue delay, the tickets for this event were not released to the original purchasers until 48 hours prior to showtime. Per our 100% Buyer's Guarantee, we ensure customers will receive valid tickets in time for the event, and on 5 May 2016, we emailed Ms[redacted] her tickets for the event. The tickets provided were downloadable PDFs that were required to be printed ahead of the event. We attempted to call Ms[redacted] on multiple occasions to remind her to download the tickets but were only able to leave a voice message. Per our 100% Buyer Guarantee, the order was fulfilled according to company policy and Ms[redacted] was provided valid tickets to her event. 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. 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.” Ms[redacted] was provided valid tickets for entry and we made multiple attempts to assist her with her tickets. Vivid Seats operates our own customer service department and we encourage Ms[redacted] to utilize this resource for any additional concerns. As it stands, we consider this matter closed. Regards,Vivid Seats
Complaint: 11140135
I am rejecting this response because:
Sincerely,
Cassandra [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. Our customer has indicated that the tickets they were provided for their event Red Hot Chili Peppers that took place on 10/18/2017 were not valid for entry. After investigating this matter, we have determined that our customer’s order was one such case. Vivid Seats has been in contact with our customer, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that our customer will consider Vivid Seats for their future event ticket needs. If our customer 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 bringing this matter to our attention. At Vivid Seats, we value our customers and appreciate this opportunity to address Ms. [redacted]'s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to...
connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order and pricing details, 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. Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industry. This policy is 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).”Regarding Ms. [redacted]’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. She was then required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of her tickets, the delivery and service fees, and the total charge.With regard to her claim that she was due to receive a partial refund, we would like to provide clarification. Although she is not due a refund per the Sales Terms and Conditions to which she agreed prior to checkout, in the interest of customer service we did offer to provide a courtesy resolution to this matter. However, Ms. [redacted] indicated at that time that this resolution was unsatisfactory to her. When she again inquired about a resolution to this matter at a later date, our customer service team detailed the previously offered resolution and invited her to call in and discuss this with a manager; however, no further contact was received from Ms. [redacted].Ms. [redacted]'s valid, authentic tickets were delivered to her via UPS on 8/17/16, and we sincerely hope that she has a fantastic experience attending the event. If she would like to discuss a resolution, or if she has any further questions or concerns, we encourage Ms. [redacted] to contact our customer service team. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for your response. Vivid Seats maintains that the Ms. [redacted]’s order has been filled correctly. in accordance to our sales terms which state, "Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion.”Ms. [redacted] has indicated that Vivid Seats purchases tickets; this is inaccurate. As we previously clarified, we operate on the secondary marketplace. This means that individual sellers own the tickets which are listed our site; Vivid Seats simply acts as an intermediary between fans and ticket holders. This also means that sellers select the price which tickets are listed at based on factors such as customer demand and market value, not face value. Additionally, as we mentioned in our initial response, Ms. [redacted] was clearly notified that her tickets would be “within the listed zone or section listed or one comparable.” This notation was provided on the ticket listing page, Login page, and Checkout page.Vivid Seats has thoroughly addressed Ms. [redacted]’s concerns and provided valid tickets prior to her event occurring on 3/4/2017. As such, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. In regards to Mr. [redacted] issue regarding a different name being on the tickets they received, it should be noted that because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and therefore display the name of the original purchaser. This is standard practice throughout the industry, the name simply being information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events. 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. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” We have been in contact with Mr. [redacted] regarding his concerns and have reiterated our policies as well as our 100% Buyer Guarantee (http://www.vividseats.com/guarantee.html). Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter closed.Regards, Vivid Seats
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:As I have noted in my prior replies, I confirmed each sale that required confirmation and I performed this confirmation in a matter that was confirmed by Vivid Seats to be appropriate. As such, I did indeed comply with the Seller Terms and Conditions that Vivid Seats refers to in their replies.Vivid Seats acknowledged in a prior reply that they DID confirm to me via telephone that I properly confirmed my August 31st sale. Vivid Seats also agreed to pay for this sale; however, they have no reimbursed me as of this reply date.Vivid Seats, however, has failed to reply to the fact that I confirmed each of my sales in an IDENTICAL process which is a process which they confirmed via telephone after the August 31st sale. Vivid Seats has only acknowledged that this confirmation was in error. They have not acknowledged or rebutted how I, as a seller, was to know that I was not confirming my sales properly given their representatives confirmation to me.Vivid Seats also has failed to reply to my questioning of their definition of "immediately". As noted in prior replies of mine, Vivid Seats' email confirmation after a sale is made requests confirmation within 24 hours. The term "immediately" is not explicitly defined anywhere within the Terms and Conditions or within any communications. As such, it is implied that "immediately" is within 24 hours per Vivid Seats' own email confirmations. Each sale was confirmed within 1 hour which one can reasonably derive meets the term "immediately" per the Terms and Conditions. In the instance that Vivid Seats claims 1 hour does not satisfy the term "immediate", Vivid Seats has failed to reply to how the term "immediately" - and it's vague meaning - does not result in an "impossibility of performance". If a seller is to confirm a sale in a time period shorter than 1 hour, how is the term "immediate" reasonably possible to perform?To conclude, I have noted many facts and circumstances in this reply - and in prior replies - to support my representation that I did indeed meet the Sellers' Terms and Conditions; however, Vivid Seats continues to reply without any substantiation to refute my representation. Instead, Vivid Seats vaguely notes that I failed to meet the Sellers Terms and Conditions without providing reason as to how I failed to do so given the FACT that I did confirm each and every sale within 1 hour.Sincerely,[redacted]
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.
Sincerely,
[redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Mr. [redacted]. Mr. [redacted] purchased tickets to see [redacted] on 12/28/2015 This event was later postponed by the artist for a later date. Mr. [redacted] reached out to us about this date change and indicated that...
he would no longer be able to attend. It should be noted that Mr. [redacted]typically would not be able to receive a refund for a postponed event, per the policy agreed to at checkout. This policy is in place with the goal of ensuring that our customers can attend the event they originally selected. We understand that in some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customers. In the interest of customer service, we notified Mr. [redacted] via emailthat orders pertaining to this event were now approved for cancellation. Prior to this the last contact we had with Mr. [redacted] was in June of 2016. We ask that Mr. [redacted] give his financial institution 3-5 business days for his account to reflect this resolution. If Mr. [redacted]has any further questions or concerns regarding this, we welcome him to contact a member of our customer service team. Regards, Vivid Seats
Complaint: 11135291
The exact language from the [redacted] page is [redacted] member [redacted] has been forced to cancel a 21-city tour after undergoing “unexpected” hip replacement surgery.The 76-year-old had announced the extensive tour schedule in mid-January. According to a message shared on [redacted]’ [redacted] page, “ticket buyers are encouraged to contact local venues and authorized ticketing platforms regarding refunds.The tickets that I purchased were basically scalped tickets. The face value of the tickets is only $170 and yet Vivid Seats charged over $450 for the tickets. The scheduled concert was cancelled according to [redacted] website. I notified Vivid Seats immediately with the notification from the [redacted] site.. I had a similar situation with ETIX in Chattanooga and they refunded my tickets, no questions asked. All buyers should beware of the tactics used by Vivid Seats.
Sincerely,
Vanessa [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. Although our customer has stated that the main performer cancelled, this is incorrect. The headliner for this event was [redacted], not [redacted].Due to the nature of our business on the 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. As such, we do not follow the primary market's policies. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. The policies stated, and agreed to by every customer prior to placing their order, clearly state, "If an event is canceled, you will be given a full refund. 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." Nevertheless, prior to receiving this claim from our customer, we have addressed their concerns and reached an amicable resolution. As such, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect fans 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 statement that her tickets were priced at $54, we would like to provide clarification. Ms. [redacted] selected tickets that were priced at $59 and $68 per ticket. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their total order, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected tickets, she was led to a Login page that displayed a detailed order summary on the right side. After Ms. [redacted] entered an email address to create an account, she was then taken to the Checkout page, which featured an even more in-depth order summary that displayed the quantity and prices of her tickets, delivery and service fees, and the total charge highlighted in red. 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 enforce an “all sales are final” policy—a standard throughout the industry. 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).” We encourage our customers to reach out to our customer service team for any assistance that may be needed. Our contact information is readily available on our website and on all correspondence with customers. This allows us to be easily accessible to address any questions or concerns Ms. [redacted] may have had regarding her original purchase. The valid tickets for both orders were delivered September 15, 2016 and September 16, 2016 prior to the event date of September 17, 2016, thus fulfilling our 100% BuyerGuarantee. We have been in contact with Ms. [redacted] to provide a resolution to this matter that would be amicable to both parties. However, Ms. [redacted] has declined our proposal to resolve this matter. If Ms. [redacted] has any further questions or concerns regarding this order, we encourage her to contact our customer service team. At this time, we consider this matter closed. Regards,Vivid Seats
Thank you for your reply. As we previously clarified, events that are rescheduled do not qualify for a refund per the terms which our customer agreed to prior to placing their order. As the tickets our customer received remained valid for the rescheduled date, which has since passed, the seller on the purchase and Vivid Seats has fully adhered to these sales terms. The offer made to our customer was done in the interest of customer service as we stepped outside of the agreed to terms as a courtesy. As we previously stated, we offered a courtesy resolution, which was accepted, and our customer received valid tickets for the rescheduled event; as such, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once customers select the tickets they are interested in for [redacted] at Florida [redacted], they continue 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 $1,005.00 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 “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $1,005.00.” 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.” 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. We maintain that all order details were sufficiently displayed to our customer prior to placing their order. In addition to this current claim, our customer has filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in our process.Ms. [redacted] first package was shipped on 4/11/2017 and she received an email with the tracking details, including the UPS tracking number: [redacted]. These tickets were attempted to be delivered on 4/13/2017 but the receiver was not available. The package was later classified as lost according to UPS. At this time, Vivid Seats reached out to UPS to attempt to locate the tracking. Simultaneously, we reached out to the seller to explore the possibility of reissuing the festival passes. The seller later notified us that they would be unable to fulfill this request. As a result, we reached out to Ms. [redacted] on 4/19/2017 around 11:30 AM CST to offer replacement tickets as well as the option to cancel. As Ms. [redacted] stated, she accepted replacement ticket which was confirmed by another seller shortly thereafter and Ms. [redacted] received an email with the UPS tracking number of 1Z14YY912994819739. Ms. [redacted] later contacted us around 2:00 PM CST requesting to cancel her order. At this time, our agent explained that as she had agreed to the replacements, our “all sales are final” policy, and her new tickets were scheduled to be delivered the following day we were unable to cancel. Our agent offered to ship the package to a pick-up location closer to the venue though Ms. [redacted] declined. Ms. [redacted] tickets were set to be delivered on 4/20/2017 though, again, the receiver was unavailable. UPS then held Ms. [redacted] tickets at a UPS Access Point 8 minutes from the shipping address prior to her event on 4/21/2017.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. It should also be noted that our sales terms, which Ms. [redacted] agreed to when placing her order, state that tickets may be delivered for “any order up to one (1) hour prior to the event.”As Ms. [redacted] tickets had multiple delivery attempts and were awaiting her pick up prior to her event, we have fully adhered to our sales terms. Prior to receiving this claim we thoroughly discussed this matter with Ms. [redacted] and offered a courtesy resolution. This offer was made in the interest of customer service though Ms. [redacted] declined. As such, we consider this matter closed. If Ms. [redacted] has any additional concerns, we welcome her to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary 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. As a preliminary matter, although Mr. [redacted] has filed this claim, this order was placed by Ms. [redacted].Mr. [redacted] has stated that there was a data breach and Ms. [redacted]'s information was sent to [redacted]; this is incorrect. Ms. [redacted] placed her order on 6/16/2017 for tickets that were to be delivered via UPS Basic Delivery on or before 5/30/2018; not [redacted]. At no time did we provide information to [redacted] regarding this customer’s order. When Ms. [redacted] contacted us on 6/16/2017 regarding this matter at which time we investigated this claim. With the documentation Ms. [redacted] provided, it appears as though she placed an entirely separate order through [redacted]. Furthermore, the order placed with us was for a listing in Section: 116 Row: 24; the tickets Ms. [redacted] received from [redacted] were in Section 106 and Section 416 in addition to a Parking Pass; this was not included in Ms. [redacted]’s Vivid Seats order. Nevertheless, we attempted to reach out to Ms. [redacted] to provided a resolution in the interest of customer service. However, we have been unsuccessful in contacting her. As such, we encourage Ms. [redacted] to contact us so that we may resolve this matter.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. **. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Additionally, our site is completely user-driven. This means that all order details, including the listing selected, is either selected or inputted by the customer, not Vivid Seats. When Ms. ** viewed listings on our site for 2017 Kentucky Derby, she selected a listing labeled as “Section: GA223 Row: GA.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes; this is a common occurrence in the primary and secondary market. General Admission tickets are commonly refers to standing areas that do not reserve seating. These tickets do not have pre-assigned seating arrangements. After Ms. ** selected this listing, she was brought to the Login page. This page displays a detailed order summary on the right side and reiterated the section and row for Ms. **. After Ms. ** entered an email address to create an account, she then navigate to the Checkout page, which features an even more in-depth order summary that displayed the quantity and location of tickets, delivery and service fees, and the total charge in bold text. At this point, Ms. ** 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.” Directly above the Place Order button, Ms. **’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $613.05.” Ms. ** then proceeded to select Place Order at which time her 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.Although Ms. ** has indicated a discrepancy between her order summary email and the tickets she received; this is inaccurate. The order summary Ms. ** received after placing her order clearly states Section: GA223 Row: GA, the same location which she selected during the checkout process. The tickets Ms. ** received shortly after placing her order on 4/3/2017 clearly state Section: GA223 Row: GA6. The number six included in the row is provided by the primary issuer for their inventory purposes. This information was thoroughly discussed with Ms. ** prior to receiving this claim.As Ms. ** received the exact tickets she selected during checkout and we have adequately addressed her concerns, we consider this matter closed. If Ms. ** has further concerns pertaining to her order, we encourage her to contact our customer service department to provide assistance.Regards,Vivid Seats