Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryMr [redacted] stated Vivid Seats causes sales to be cancelled and replaced at a higher price without reaching out to rectify the situationTo this, we'd like to provide clarification for scenarios in which this can occur As outlined in our seller terms and conditions (https://www.vividseats.com/sellerterms.html), a seller must provide the buyer with the exact ticket(s) listed for sale, on or before the delivery date, and by the delivery method, contained in the listingA seller must deliver tickets and may not change the specified delivery date after an order is placedIf an order is confirmed and cannot be delivered by the original method specified or if no method was specified, Seller must provide an alternate delivery method that ensures timely delivery and is acceptable to Vivid Seats and the buyerIf an agreement to the alternate method cannot be reached with the buyer, Vivid Seats may cancel the order and charge Seller with all associated costs incurred to resolve the issue to the buyer's satisfactionSuch failure to deliver tickets per the originally designated delivery method may be a violation of these Terms and Conditions and may subject the Seller to further penaltiesVivid Seats is committed to a safe and secure customer experience where every buyer receives the exact, valid and authentic ticket in time to attend an eventVivid Seats requires sellers to also hold true to that same commitment and may investigate and/or impose penalties on a seller at any time based on any suspected or confirmed violation of these Terms and Conditions or any concern whatsoever, in Vivid Seats sole discretion, regarding a Seller's ability to satisfy any of its obligations and/or deliver tickets for confirmed ordersVivid Seats is not required to investigate prior to taking action to ensure that a buyer receives the exact, valid and authentic ticket purchased, in time to attend an eventVivid Seats has the right to remove any or all listings and/or cancel any or all confirmed order prior to delivery, for any reason and at its sole discretion, and to recover all funds paid to a seller for the tickets as well as all funds expended to ensure that replacement tickets are secured or otherwise reach a resolution with a customer, including, but not limited to, internal administrative fees, shipping or rerouting charges, the cost of replacement tickets, refunds, customer relations and call center costs, credits, gift certificates, coupons, and other administrative costsVivid Seats may also levy a discretionary fine, in any amount, against sellers that violate these Terms and ConditionsUpon the cancellation of a confirmed order, Vivid Seats may be owed money from the sellerIn order to ensure payment for expenses incurred as a result of a seller's violation of the Terms and Conditions, and as a commercially reasonably liquidated penalty, Vivid Seats is authorized by the seller to charge the credit or debit card or PayPal account provided at registration or withdraw from any financial institution attached to any of a seller's Vivid Seats accounts, a minimum amount equal to two hundred percent (200%) of the listing price for any tickets that are not delivered, or may not be delivered, in Vivid Seats' sole discretionIn addition, Vivid Seats reserves the right to take any action, or combination of actions, to recover funds expended in connection with an effort to resolve a customer issue arising out of a violation of these Terms and Conditions, without prior notice, in its sole discretionPrior to his claim, we have been in contact with Mr [redacted] to clarify this information and address each of his concernsMr [redacted] agreed to these terms and conditions upon becoming a seller on our exchange and listing his inventoryVivid Seats maintains that we have been consistent with our policies, and as such, we consider this matter closedShould Mr [redacted] have any additional concerns, we encourage him to contact us for further clarificationRegards, Vivid Seats
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/This event was later postponed by the artist for a later dateMr [redacted] reached out to us about this date change and indicated that he would no longer be able to attendIt 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 checkoutThis policy is in place with the goal of ensuring that our customers can attend the event they originally selectedWe understand that in some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customersIn the interest of customer service, we notified Mr [redacted] via emailthat orders pertaining to this event were now approved for cancellationPrior to this the last contact we had with Mr [redacted] was in June of We ask that Mr [redacted] give his financial institution 3-business days for his account to reflect this resolutionIf Mr [redacted] has any further questions or concerns regarding this, we welcome him to contact a member of our customer service teamRegards, Vivid Seats
As stated in our previous response, we have reached out to [redacted] , and both parties have found an amicable resolutionWe consider this matter resolvedIf [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team
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 matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we are committed to maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their order.In reference to Mr [redacted] ’s concerns regarding the quantity of five (5) tickets being selected, we would like to provide clarificationOur site is completely user-driven meaning all order details is either selected or inputted by the customer during the checkout processWhen Mr [redacted] viewed tickets for a production of “Present Laughter”, he was presented with the section, row, and a drop down box providing him with the opportunity to adjust the quantity selectedThe quantity this page initially provides is the number of seats together that the seller currently has availableThe drop down box allows for customers to adjust this and choose the quantity they wish to selectOnce Mr [redacted] selected this listing, he navigated to the Login pageThis page displayed an order summary with another opportunity for Mr [redacted] to adjust the quantity he wished to purchaseAfter providing an email to create an account, Mr [redacted] navigated through to the Place Order portion of checkoutAlthough Mr [redacted] has indicated otherwise, prior to entering any payment information, an even more in-depth breakdown was displayed for him to reviewThis itemized breakdown displayed the price per ticket, all fees, and the order total of $in bold textHere, Mr [redacted] was provided a final opportunity to adjust the amount of tickets he wished to purchaseAt this point, Mr [redacted] was presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur 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 finalAll prices are listed in US Dollars (USD).” Directly above the “Place Order” button, Mr [redacted] ’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $819.80.” Mr [redacted] then proceeded to select Place Order at which time his order was completeNo order can be placed on our website without the customer having been displayed all of their order details on this final page.Vivid Seats operates on the secondary marketplace meaning we are not affiliated with any artist or venue and do not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with Mr [redacted] As all order details were sufficiently displayed prior to placing his order, we consider this matter closedIf Mr [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for your response regarding Mr***’s concernsVivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Mr***’s order were shown--was sufficient opportunity for him to review this informationMr***'s order total was displayed multiple times, including directly above the Place Order buttonAfter being shown this information, Mr [redacted] proceeded to enter his payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted his order.As we clarified in our previous response, the Estimated Ship Date of 5/24/was adequately presented to Mr [redacted] prior to placing his orderIn regards to the overnight delivery Mr [redacted] has mentioned we would like to clarify that overnight delivery is from the date the tickets are ready to be shipped, not the date of purchaseFurther information regarding this is available on our site (https://support.vividseats.com/support/solutions/articles/ [redacted] -i-selected-overnight-delivery-when-i-placed-my-order-but-my-tickets-have-not-sh...⇄ this time we have sufficiently addressed all of Mr***'s concerns and consider this matter closedFor any additional concerns Mr [redacted] has we encourage him to contact our customer service.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 matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processIn regards to Ms***'s statement that the fees were not presented to her, we should note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the order total, including service and delivery fees, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Ms [redacted] selected her tickets, she was directed to the Login page which displayed a detailed order summary on the right sideAfter Ms [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displayed the number and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red textBefore completing her purchase, Ms [redacted] was required to accept the Terms and Conditions as well as the order total, which included all the feesAs 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis 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 industryThis 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 ticketsAll prices in US DollarsAll sales are final.” We have been in contact with Ms [redacted] regarding this matter and have been able to reach a resolution that is suitable to both partiesOur management team is available to handle any additional concerns that Ms [redacted] may have; as it presently stands, we consider this matter resolvedRegards,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 matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms [redacted] has expressed concern regarding the delivery of her ticket; to this we would like to provide clarificationVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their estimated delivery date, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Ms [redacted] selected tickets to a Lady Gaga event on 9/10/2017, she continued to the Login page which displayed a detailed order summary on the right sideMs [redacted] was then directed to the Shipping & Delivery stepMs [redacted] delivery method was to be Special DeliveryDirectly below the selected method was a link that clarifying Special DeliveryThis noted that Special Delivery can be several alternate delivery methods which include Local Pickup, Will Call, as well as email or electronic transferMs [redacted] then navigated to the Checkout page, which featured an even more in-depth order summaryThis order summary presented a complete itemized breakdown including the price per ticket, all fees, and the order total in bold textDirectly below this order total, in bold text, it stated estimated delivery by: 9/8/2017.Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dateRather, the Estimated Ship Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliationThis information was clearly presented to Ms [redacted] before she submitted her order, and was additionally discussed with the customer by email afterwardsMs [redacted] also mentioned that these tickets are intended to be a giftAt this time our agent suggested using our Gift Announcements as an option if tickets are not delivered by the time they are intended to be gifted.Though Ms [redacted] voiced concern in relation to the validity of her tickets, Vivid Seats operates one of the largest resale marketplacesEvery order placed with us is protected by a 100% Buyer GuaranteeThis guarantee ensures customers that they will received their valid and authentic tickets prior to their eventAs Ms [redacted] was notified of the Estimated Ship Date, and is guaranteed to receive her valid tickets prior to the event taking place on 9/10/2017, we consider this matter closed and encourage her to contact us with any additional questions she may have.Regards,Vivid Seats
Thank you for reaching out to usWe should note that prior to this complaint, we reached an amicable resolution with Mr***Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr***'s tickets, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holdersAnd 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 GuaranteeThis guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their eventIn our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter investigating this matter, we have determined that Mr***’s order was one such caseVivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for their future event ticket needsIf 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 customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 processThis process provides customers with multiple opportunities to review the details of their orderOnce 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 sideAfter 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,highlighted in bold textAt 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 checkoutOur 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 finalAll 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 holdersThe 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 demandThis 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 partiesThis 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 customerWe maintain that all order details were sufficiently displayed to our customer prior to placing their orderIn addition to this current claim, our customer has filed a dispute with their financial institution regarding this transactionWe have addressed this, and the dispute was ultimately ruled in our favorIf our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filedAs it currently stands, we consider this matter closed.Regards,Vivid Seats
Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ We regret to hear of Mr [redacted] 's dissatisfaction, but we appreciate the opportunity to address his concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we're committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process We understand that Mr [redacted] is upset that the tickets he purchased for A Prairie Home Companion with Garrison [redacted] were upgraded by the seller before deliveryOur records also indicate that the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html)These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets describedVivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer availableDefinitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page We understand that Mr [redacted] has expressed dissatisfaction regarding his seats in the venueHowever, we should note 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 holdersThis means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of timeTickets for seats with identified obstructions are labeled as such on the face of the ticket and noted in our ticket listingsThe obstruction described is not one that appears on the ticket and therefore was not known to usAs it sounds like an obstruction specific to the event and not previously identified, the venue may have information that is unavailable to us As stated in our Sales Terms and Conditions (www.vividseats.com/terms.html), our Buyer Guarantee does not cover factors beyond our control, such as traffic, the state of seating in a given venue, or the behavior of other spectatorsAs such, we cannot be held responsible for the situation that Mr [redacted] takes issueMr [redacted] received valid tickets in time for the event, as promised by our 100% Buyer Guarantee, leaving his complaints beyond our purview In Mr [redacted] 's case, Vivid Seats reached out to him before purchasing in the new tickets to make sure he approved of the changeMr [redacted] was given an option to cancel before we upgraded, but decided he wanted the tickets located to Pit Center, Row AVivid Seats maintains that as Mr [redacted] was not misled about the nature of his tickets, and as these tickets were comparable to those he ordered and valid for entry, we are unable to provide a full refundHowever, we refunded a significant portion of the service fees associated with his order as a one-time courtesy at the time of the ticket upgradeAs this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensationWe encourage Mr [redacted] to reach out to our management team with any further questions or concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) the situation remains...that VIVID SEATS sold us tickets, charged our account, waited two months to contact us, to tell us the seats we initially purchased WERE NO LONGER AVAILABLE! VIVID SEATS uses this practice consistentlyVIVID SEATS contacts the customer to tell them their seats are no longer valid, and "DO YOU WANT A REFUND?" "OR DO YOU WANT ANOTHER SEAT?" What else do you do at this late date? You are STUCK...as you want to see the show, which was already charged to your account, and the show has NO SEATS AVAILABLE at this late date! SO...VIVID SEATS uses this "ploy" to consistently sell you a ticket for a specific seat...THEN they contact you months later to say those seats are no longer available! WE WILL NEVER USE VIVID SEATS AGAIN...AND legislation to stop this "poor" business practice is going to be initiatedPOOR BUSINESS PRACTICES...IF YOU PURCHASE A TICKET FOR A VENUE....AND THAT TICKET IS CHARGED TO YOU...THOSE SEATS SHOULD BE YOURS...PERIODTHE SEATS WE ENDED UP WITH, YES WERE IN THE FIRST ROW....BUT RIGHT DIRECTLY BEHIND THE TELEPROMPTER AND TWO OTHER BIG PIECES OF EQUIPMENT, THEREFORE BLOCKING THE VIEW OF THE PERFORMERS ON THE STAGE...UNLESS THEY STEPPED RIGHT UP TO THE VERY EDGE OF THE STAGE...YOU COULD NOT SEE THEM!!! PEOPLE SITTING NEXT TO US WERE CRANING THEIR NECKS ...AND SO WERE WE...AND THE OTHER COUPLE NEXT TO US, LEFT AT INTERMISSION Final Business Response / [redacted] (4000, 9, 2015/09/04) */ Vivid Seats reached out to Mr [redacted] before purchasing new tickets to make sure he approved of the changeMr [redacted] was given an option to cancel before we upgraded, but decided he wanted the ticketsVivid Seats maintains that Mr [redacted] 's concerns are outside our purview, influence or controlBecause Vivid Seats is not directly affiliated with any venue or box office, we cannot be held accountable for changes made by the venueThis means that, while we regret the teleprompter obstruction, it was not noted on the ticket and we are unable to provide the requested refundIf Mr [redacted] has any further questions or concerns about his order, we encourage him to reach out to a member of our management team
Complaint: I am rejecting this response because:As previously mentioned, Mrs [redacted] was being coerced to accept tickets in lieu of the original tickets requestedThisCtion to increase the quantity is in direct conflict with the federal laws to force incremental quantities of a product or service on unsuspecting customersAdditionally, Vivid Seats is subject to violations for Federal Laws applicable for bait and switchClearly, Mrs [redacted] attempted to negate this transaction on multiple occurrences through email and phone and was rejected.Mrs [redacted] never accepted nor used the tickets in question and, therefore requests a full refund for her $plus purchaseThank you in advance for your support in this matter Sincerely, Debra [redacted]
Complaint: [redacted] I am rejecting this response because:Vivid seats' website is misleading and unclear, which caused me to buy tickets with delivery method I would have not chosen to hassle with Specifically the web site indicates "Estimated ship date" when you select the tickets However, in later screens in the checkout it indicates "special delivery" with a description and list of potential ways in which you will receive the tickets Needless to say, they are not SHIPPING anything to me I will only get these tickets an hour before the show, having to meet/find some stranger to get them from For 2000$$$$??! Really? I received a phone call yesterday from vivid seats that I honestly thought was a joke They offered to cancel my order for these tickets for a 25% relist fee!!!! This is just horrible The phone call ended with no resolution.I will only accept a resolution that includes getting these tickets in my hand before the day of the show Misleading information on their website, along with continued horrible customer service Sincerely, Bryan ***
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsAs 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 holdersThe 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 demandThis means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that typically we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis 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 ticketsAll prices in US DollarsAll sales are final.”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 resolutionAs such, we consider this matter resolvedIf 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, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total and event date, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderAdditionally, our site is user-driven meaning all order details is information the customer either selected or inputted during the checkout processWhen Ms [redacted] selected the tickets she was interested in for the [redacted] ***, the page clearly listed the event details including the date and time of 12/23/at 8:PMMs [redacted] continued to the Login page which displayed a detailed order summary on the right side which reiterated this informationAfter 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 event and date, prices of her tickets, delivery and service fees, and the total charge of $highlighted in bold, red text prior to entering any payment informationAt this point, Ms [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutBelow this, Ms [redacted] ’s order total was displayed again in bold text stating, “By clicking ‘Place Order,’ your credit card will be charged $304.41.” 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 finalAll prices are listed in US Dollars (USD).” 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 holdersThe 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 demandBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryThough Ms [redacted] has requested to exchange her tickets for an alternative day, we are not the owner of the tickets and therefore are unable to do soAdditionally, Ms [redacted] placed her order on 12/19/and received her valid tickets on 12/21/prior to her event which has since passedAs such, we consider this matter closed and encourage Ms [redacted] to contact us with any additional concerns she may have regarding her orderRegards,Vivid Seats
Thank you for reaching out to us regarding this issueWe appreciate the opportunity to address Ms [redacted] 's concernsAt Vivid Seats, protecting the personal information of our customers is of utmost importanceTo that end, our verification system reviews each order that is submitted on our site to ensure that no unauthorized activity is able to take placeBased on the billing information provided, in certain cases additional verification may be required to confirm that an order was authorized by the card holderIn those cases, Vivid Seats does not process payment until the purchase can be authorized by the card holderBecause of the information Ms [redacted] provided when she made the purchase, additional verification was required via an electronic form that was to be completed before we could process her orderMs [redacted] was unable to complete this form due to reasons beyond our purviewVivid Seats facilitates many transactions each day with fully satisfied customers who experience no difficulty in completing the verification process, so we are confident in the transparency of this processAs stated above, Vivid Seats is unable to process payment until an order is confirmed; therefore, payment on this order was never processed and we are unable to provide a refundAny pending hold on her funds will be released automatically by her financial institution within a few business daysIf Ms [redacted] has any further questions regarding this transaction, we encourage her to reach out to her financial institutionAs it stands, this matter has been resolvedRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsAs a preliminary matter, although Mr [redacted] has filed this claim, this order was placed by Ms***.Mr [redacted] has stated that there was a data breach and Ms***'s information was sent to [redacted] ***; this is incorrectMs [redacted] placed her order on 6/16/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 orderWhen Ms [redacted] contacted us on 6/16/regarding this matter at which time we investigated this claimWith 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: Row: 24; the tickets Ms [redacted] received from [redacted] were in Section and Section in addition to a Parking Pass; this was not included in Ms***’s Vivid Seats orderNevertheless, we attempted to reach out to Ms [redacted] to provided a resolution in the interest of customer serviceHowever, we have been unsuccessful in contacting herAs such, we encourage Ms [redacted] to contact us so that we may resolve this matter.Regards,Vivid Seats
Thank you for your responseWe have provided Ms [redacted] the tickets that she ordered as listed on our siteAlthough she continues to press forward, we have made multiple attempts to resolve this matter with her and each offered resolution has been declinedAs it stands, we consider this matter closed
Thank you for your response regarding this matterAs we previously clarified, Ms [redacted] 's event was rescheduled, not canceledThe tickets she received on 1/19/will still be valid for the rescheduled date; as Ms [redacted] received her valid tickets prior to her event, her order has not undergone any complications.In regards to listing on our site, when customers purchase tickets on our site we do not guarantee that they will be able to relist their tickets for sale as wellAs the Vivid Seats website does not allow fans to list Flash Seats tickets, Ms [redacted] is unable to list her tickets since her tickets are neither hard stock nor PDF eticketsAs we have fully addressed Ms [redacted] 's concerns, we consider this matter closedFor any additional concerns Ms [redacted] has regarding her order, we welcome her to contact our customer serviceRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryMr [redacted] stated Vivid Seats causes sales to be cancelled and replaced at a higher price without reaching out to rectify the situationTo this, we'd like to provide clarification for scenarios in which this can occur As outlined in our seller terms and conditions (https://www.vividseats.com/sellerterms.html), a seller must provide the buyer with the exact ticket(s) listed for sale, on or before the delivery date, and by the delivery method, contained in the listingA seller must deliver tickets and may not change the specified delivery date after an order is placedIf an order is confirmed and cannot be delivered by the original method specified or if no method was specified, Seller must provide an alternate delivery method that ensures timely delivery and is acceptable to Vivid Seats and the buyerIf an agreement to the alternate method cannot be reached with the buyer, Vivid Seats may cancel the order and charge Seller with all associated costs incurred to resolve the issue to the buyer's satisfactionSuch failure to deliver tickets per the originally designated delivery method may be a violation of these Terms and Conditions and may subject the Seller to further penaltiesVivid Seats is committed to a safe and secure customer experience where every buyer receives the exact, valid and authentic ticket in time to attend an eventVivid Seats requires sellers to also hold true to that same commitment and may investigate and/or impose penalties on a seller at any time based on any suspected or confirmed violation of these Terms and Conditions or any concern whatsoever, in Vivid Seats sole discretion, regarding a Seller's ability to satisfy any of its obligations and/or deliver tickets for confirmed ordersVivid Seats is not required to investigate prior to taking action to ensure that a buyer receives the exact, valid and authentic ticket purchased, in time to attend an eventVivid Seats has the right to remove any or all listings and/or cancel any or all confirmed order prior to delivery, for any reason and at its sole discretion, and to recover all funds paid to a seller for the tickets as well as all funds expended to ensure that replacement tickets are secured or otherwise reach a resolution with a customer, including, but not limited to, internal administrative fees, shipping or rerouting charges, the cost of replacement tickets, refunds, customer relations and call center costs, credits, gift certificates, coupons, and other administrative costsVivid Seats may also levy a discretionary fine, in any amount, against sellers that violate these Terms and ConditionsUpon the cancellation of a confirmed order, Vivid Seats may be owed money from the sellerIn order to ensure payment for expenses incurred as a result of a seller's violation of the Terms and Conditions, and as a commercially reasonably liquidated penalty, Vivid Seats is authorized by the seller to charge the credit or debit card or PayPal account provided at registration or withdraw from any financial institution attached to any of a seller's Vivid Seats accounts, a minimum amount equal to two hundred percent (200%) of the listing price for any tickets that are not delivered, or may not be delivered, in Vivid Seats' sole discretionIn addition, Vivid Seats reserves the right to take any action, or combination of actions, to recover funds expended in connection with an effort to resolve a customer issue arising out of a violation of these Terms and Conditions, without prior notice, in its sole discretionPrior to his claim, we have been in contact with Mr [redacted] to clarify this information and address each of his concernsMr [redacted] agreed to these terms and conditions upon becoming a seller on our exchange and listing his inventoryVivid Seats maintains that we have been consistent with our policies, and as such, we consider this matter closedShould Mr [redacted] have any additional concerns, we encourage him to contact us for further clarificationRegards, Vivid Seats
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/This event was later postponed by the artist for a later dateMr [redacted] reached out to us about this date change and indicated that he would no longer be able to attendIt 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 checkoutThis policy is in place with the goal of ensuring that our customers can attend the event they originally selectedWe understand that in some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customersIn the interest of customer service, we notified Mr [redacted] via emailthat orders pertaining to this event were now approved for cancellationPrior to this the last contact we had with Mr [redacted] was in June of We ask that Mr [redacted] give his financial institution 3-business days for his account to reflect this resolutionIf Mr [redacted] has any further questions or concerns regarding this, we welcome him to contact a member of our customer service teamRegards, Vivid Seats
As stated in our previous response, we have reached out to [redacted] , and both parties have found an amicable resolutionWe consider this matter resolvedIf [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team
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 matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we are committed to maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their order.In reference to Mr [redacted] ’s concerns regarding the quantity of five (5) tickets being selected, we would like to provide clarificationOur site is completely user-driven meaning all order details is either selected or inputted by the customer during the checkout processWhen Mr [redacted] viewed tickets for a production of “Present Laughter”, he was presented with the section, row, and a drop down box providing him with the opportunity to adjust the quantity selectedThe quantity this page initially provides is the number of seats together that the seller currently has availableThe drop down box allows for customers to adjust this and choose the quantity they wish to selectOnce Mr [redacted] selected this listing, he navigated to the Login pageThis page displayed an order summary with another opportunity for Mr [redacted] to adjust the quantity he wished to purchaseAfter providing an email to create an account, Mr [redacted] navigated through to the Place Order portion of checkoutAlthough Mr [redacted] has indicated otherwise, prior to entering any payment information, an even more in-depth breakdown was displayed for him to reviewThis itemized breakdown displayed the price per ticket, all fees, and the order total of $in bold textHere, Mr [redacted] was provided a final opportunity to adjust the amount of tickets he wished to purchaseAt this point, Mr [redacted] was presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur 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 finalAll prices are listed in US Dollars (USD).” Directly above the “Place Order” button, Mr [redacted] ’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $819.80.” Mr [redacted] then proceeded to select Place Order at which time his order was completeNo order can be placed on our website without the customer having been displayed all of their order details on this final page.Vivid Seats operates on the secondary marketplace meaning we are not affiliated with any artist or venue and do not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with Mr [redacted] As all order details were sufficiently displayed prior to placing his order, we consider this matter closedIf Mr [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for your response regarding Mr***’s concernsVivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Mr***’s order were shown--was sufficient opportunity for him to review this informationMr***'s order total was displayed multiple times, including directly above the Place Order buttonAfter being shown this information, Mr [redacted] proceeded to enter his payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted his order.As we clarified in our previous response, the Estimated Ship Date of 5/24/was adequately presented to Mr [redacted] prior to placing his orderIn regards to the overnight delivery Mr [redacted] has mentioned we would like to clarify that overnight delivery is from the date the tickets are ready to be shipped, not the date of purchaseFurther information regarding this is available on our site (https://support.vividseats.com/support/solutions/articles/ [redacted] -i-selected-overnight-delivery-when-i-placed-my-order-but-my-tickets-have-not-sh...⇄ this time we have sufficiently addressed all of Mr***'s concerns and consider this matter closedFor any additional concerns Mr [redacted] has we encourage him to contact our customer service.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 matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processIn regards to Ms***'s statement that the fees were not presented to her, we should note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the order total, including service and delivery fees, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Ms [redacted] selected her tickets, she was directed to the Login page which displayed a detailed order summary on the right sideAfter Ms [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displayed the number and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red textBefore completing her purchase, Ms [redacted] was required to accept the Terms and Conditions as well as the order total, which included all the feesAs 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis 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 industryThis 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 ticketsAll prices in US DollarsAll sales are final.” We have been in contact with Ms [redacted] regarding this matter and have been able to reach a resolution that is suitable to both partiesOur management team is available to handle any additional concerns that Ms [redacted] may have; as it presently stands, we consider this matter resolvedRegards,Vivid Seats
Complaint: I am rejecting this response because: $was not on total when I hit the submit button $was! Sincerely, Darlene ***
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 matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms [redacted] has expressed concern regarding the delivery of her ticket; to this we would like to provide clarificationVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their estimated delivery date, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Ms [redacted] selected tickets to a Lady Gaga event on 9/10/2017, she continued to the Login page which displayed a detailed order summary on the right sideMs [redacted] was then directed to the Shipping & Delivery stepMs [redacted] delivery method was to be Special DeliveryDirectly below the selected method was a link that clarifying Special DeliveryThis noted that Special Delivery can be several alternate delivery methods which include Local Pickup, Will Call, as well as email or electronic transferMs [redacted] then navigated to the Checkout page, which featured an even more in-depth order summaryThis order summary presented a complete itemized breakdown including the price per ticket, all fees, and the order total in bold textDirectly below this order total, in bold text, it stated estimated delivery by: 9/8/2017.Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dateRather, the Estimated Ship Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliationThis information was clearly presented to Ms [redacted] before she submitted her order, and was additionally discussed with the customer by email afterwardsMs [redacted] also mentioned that these tickets are intended to be a giftAt this time our agent suggested using our Gift Announcements as an option if tickets are not delivered by the time they are intended to be gifted.Though Ms [redacted] voiced concern in relation to the validity of her tickets, Vivid Seats operates one of the largest resale marketplacesEvery order placed with us is protected by a 100% Buyer GuaranteeThis guarantee ensures customers that they will received their valid and authentic tickets prior to their eventAs Ms [redacted] was notified of the Estimated Ship Date, and is guaranteed to receive her valid tickets prior to the event taking place on 9/10/2017, we consider this matter closed and encourage her to contact us with any additional questions she may have.Regards,Vivid Seats
Thank you for reaching out to usWe should note that prior to this complaint, we reached an amicable resolution with Mr***Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr***'s tickets, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holdersAnd 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 GuaranteeThis guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their eventIn our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter investigating this matter, we have determined that Mr***’s order was one such caseVivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for their future event ticket needsIf 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 customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 processThis process provides customers with multiple opportunities to review the details of their orderOnce 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 sideAfter 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,highlighted in bold textAt 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 checkoutOur 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 finalAll 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 holdersThe 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 demandThis 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 partiesThis 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 customerWe maintain that all order details were sufficiently displayed to our customer prior to placing their orderIn addition to this current claim, our customer has filed a dispute with their financial institution regarding this transactionWe have addressed this, and the dispute was ultimately ruled in our favorIf our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filedAs it currently stands, we consider this matter closed.Regards,Vivid Seats
Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ We regret to hear of Mr [redacted] 's dissatisfaction, but we appreciate the opportunity to address his concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we're committed to providing the best possible customer serviceand maintaining a simple, transparent checkout process We understand that Mr [redacted] is upset that the tickets he purchased for A Prairie Home Companion with Garrison [redacted] were upgraded by the seller before deliveryOur records also indicate that the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html)These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets describedVivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer availableDefinitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page We understand that Mr [redacted] has expressed dissatisfaction regarding his seats in the venueHowever, we should note 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 holdersThis means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of timeTickets for seats with identified obstructions are labeled as such on the face of the ticket and noted in our ticket listingsThe obstruction described is not one that appears on the ticket and therefore was not known to usAs it sounds like an obstruction specific to the event and not previously identified, the venue may have information that is unavailable to us As stated in our Sales Terms and Conditions (www.vividseats.com/terms.html), our Buyer Guarantee does not cover factors beyond our control, such as traffic, the state of seating in a given venue, or the behavior of other spectatorsAs such, we cannot be held responsible for the situation that Mr [redacted] takes issueMr [redacted] received valid tickets in time for the event, as promised by our 100% Buyer Guarantee, leaving his complaints beyond our purview In Mr [redacted] 's case, Vivid Seats reached out to him before purchasing in the new tickets to make sure he approved of the changeMr [redacted] was given an option to cancel before we upgraded, but decided he wanted the tickets located to Pit Center, Row AVivid Seats maintains that as Mr [redacted] was not misled about the nature of his tickets, and as these tickets were comparable to those he ordered and valid for entry, we are unable to provide a full refundHowever, we refunded a significant portion of the service fees associated with his order as a one-time courtesy at the time of the ticket upgradeAs this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensationWe encourage Mr [redacted] to reach out to our management team with any further questions or concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) the situation remains...that VIVID SEATS sold us tickets, charged our account, waited two months to contact us, to tell us the seats we initially purchased WERE NO LONGER AVAILABLE! VIVID SEATS uses this practice consistentlyVIVID SEATS contacts the customer to tell them their seats are no longer valid, and "DO YOU WANT A REFUND?" "OR DO YOU WANT ANOTHER SEAT?" What else do you do at this late date? You are STUCK...as you want to see the show, which was already charged to your account, and the show has NO SEATS AVAILABLE at this late date! SO...VIVID SEATS uses this "ploy" to consistently sell you a ticket for a specific seat...THEN they contact you months later to say those seats are no longer available! WE WILL NEVER USE VIVID SEATS AGAIN...AND legislation to stop this "poor" business practice is going to be initiatedPOOR BUSINESS PRACTICES...IF YOU PURCHASE A TICKET FOR A VENUE....AND THAT TICKET IS CHARGED TO YOU...THOSE SEATS SHOULD BE YOURS...PERIODTHE SEATS WE ENDED UP WITH, YES WERE IN THE FIRST ROW....BUT RIGHT DIRECTLY BEHIND THE TELEPROMPTER AND TWO OTHER BIG PIECES OF EQUIPMENT, THEREFORE BLOCKING THE VIEW OF THE PERFORMERS ON THE STAGE...UNLESS THEY STEPPED RIGHT UP TO THE VERY EDGE OF THE STAGE...YOU COULD NOT SEE THEM!!! PEOPLE SITTING NEXT TO US WERE CRANING THEIR NECKS ...AND SO WERE WE...AND THE OTHER COUPLE NEXT TO US, LEFT AT INTERMISSION Final Business Response / [redacted] (4000, 9, 2015/09/04) */ Vivid Seats reached out to Mr [redacted] before purchasing new tickets to make sure he approved of the changeMr [redacted] was given an option to cancel before we upgraded, but decided he wanted the ticketsVivid Seats maintains that Mr [redacted] 's concerns are outside our purview, influence or controlBecause Vivid Seats is not directly affiliated with any venue or box office, we cannot be held accountable for changes made by the venueThis means that, while we regret the teleprompter obstruction, it was not noted on the ticket and we are unable to provide the requested refundIf Mr [redacted] has any further questions or concerns about his order, we encourage him to reach out to a member of our management team
Complaint: I am rejecting this response because:As previously mentioned, Mrs [redacted] was being coerced to accept tickets in lieu of the original tickets requestedThisCtion to increase the quantity is in direct conflict with the federal laws to force incremental quantities of a product or service on unsuspecting customersAdditionally, Vivid Seats is subject to violations for Federal Laws applicable for bait and switchClearly, Mrs [redacted] attempted to negate this transaction on multiple occurrences through email and phone and was rejected.Mrs [redacted] never accepted nor used the tickets in question and, therefore requests a full refund for her $plus purchaseThank you in advance for your support in this matter Sincerely, Debra [redacted]
Complaint: [redacted] I am rejecting this response because:Vivid seats' website is misleading and unclear, which caused me to buy tickets with delivery method I would have not chosen to hassle with Specifically the web site indicates "Estimated ship date" when you select the tickets However, in later screens in the checkout it indicates "special delivery" with a description and list of potential ways in which you will receive the tickets Needless to say, they are not SHIPPING anything to me I will only get these tickets an hour before the show, having to meet/find some stranger to get them from For 2000$$$$??! Really? I received a phone call yesterday from vivid seats that I honestly thought was a joke They offered to cancel my order for these tickets for a 25% relist fee!!!! This is just horrible The phone call ended with no resolution.I will only accept a resolution that includes getting these tickets in my hand before the day of the show Misleading information on their website, along with continued horrible customer service Sincerely, Bryan ***
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsAs 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 holdersThe 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 demandThis means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that typically we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis 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 ticketsAll prices in US DollarsAll sales are final.”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 resolutionAs such, we consider this matter resolvedIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Complaint: I am rejecting this response because: Sincerely, Jeff [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 matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total and event date, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderAdditionally, our site is user-driven meaning all order details is information the customer either selected or inputted during the checkout processWhen Ms [redacted] selected the tickets she was interested in for the [redacted] ***, the page clearly listed the event details including the date and time of 12/23/at 8:PMMs [redacted] continued to the Login page which displayed a detailed order summary on the right side which reiterated this informationAfter 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 event and date, prices of her tickets, delivery and service fees, and the total charge of $highlighted in bold, red text prior to entering any payment informationAt this point, Ms [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutBelow this, Ms [redacted] ’s order total was displayed again in bold text stating, “By clicking ‘Place Order,’ your credit card will be charged $304.41.” 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 finalAll prices are listed in US Dollars (USD).” 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 holdersThe 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 demandBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryThough Ms [redacted] has requested to exchange her tickets for an alternative day, we are not the owner of the tickets and therefore are unable to do soAdditionally, Ms [redacted] placed her order on 12/19/and received her valid tickets on 12/21/prior to her event which has since passedAs such, we consider this matter closed and encourage Ms [redacted] to contact us with any additional concerns she may have regarding her orderRegards,Vivid Seats
Thank you for reaching out to us regarding this issueWe appreciate the opportunity to address Ms [redacted] 's concernsAt Vivid Seats, protecting the personal information of our customers is of utmost importanceTo that end, our verification system reviews each order that is submitted on our site to ensure that no unauthorized activity is able to take placeBased on the billing information provided, in certain cases additional verification may be required to confirm that an order was authorized by the card holderIn those cases, Vivid Seats does not process payment until the purchase can be authorized by the card holderBecause of the information Ms [redacted] provided when she made the purchase, additional verification was required via an electronic form that was to be completed before we could process her orderMs [redacted] was unable to complete this form due to reasons beyond our purviewVivid Seats facilitates many transactions each day with fully satisfied customers who experience no difficulty in completing the verification process, so we are confident in the transparency of this processAs stated above, Vivid Seats is unable to process payment until an order is confirmed; therefore, payment on this order was never processed and we are unable to provide a refundAny pending hold on her funds will be released automatically by her financial institution within a few business daysIf Ms [redacted] has any further questions regarding this transaction, we encourage her to reach out to her financial institutionAs it stands, this matter has been resolvedRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsAs a preliminary matter, although Mr [redacted] has filed this claim, this order was placed by Ms***.Mr [redacted] has stated that there was a data breach and Ms***'s information was sent to [redacted] ***; this is incorrectMs [redacted] placed her order on 6/16/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 orderWhen Ms [redacted] contacted us on 6/16/regarding this matter at which time we investigated this claimWith 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: Row: 24; the tickets Ms [redacted] received from [redacted] were in Section and Section in addition to a Parking Pass; this was not included in Ms***’s Vivid Seats orderNevertheless, we attempted to reach out to Ms [redacted] to provided a resolution in the interest of customer serviceHowever, we have been unsuccessful in contacting herAs such, we encourage Ms [redacted] to contact us so that we may resolve this matter.Regards,Vivid Seats
Thank you for your responseWe have provided Ms [redacted] the tickets that she ordered as listed on our siteAlthough she continues to press forward, we have made multiple attempts to resolve this matter with her and each offered resolution has been declinedAs it stands, we consider this matter closed
Thank you for your response regarding this matterAs we previously clarified, Ms [redacted] 's event was rescheduled, not canceledThe tickets she received on 1/19/will still be valid for the rescheduled date; as Ms [redacted] received her valid tickets prior to her event, her order has not undergone any complications.In regards to listing on our site, when customers purchase tickets on our site we do not guarantee that they will be able to relist their tickets for sale as wellAs the Vivid Seats website does not allow fans to list Flash Seats tickets, Ms [redacted] is unable to list her tickets since her tickets are neither hard stock nor PDF eticketsAs we have fully addressed Ms [redacted] 's concerns, we consider this matter closedFor any additional concerns Ms [redacted] has regarding her order, we welcome her to contact our customer serviceRegards,Vivid Seats