Thank you for contacting us regarding the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.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 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.” With regard to Mr. [redacted]'s claim that Vivid Seats experienced a system error, it should be noted that this is inaccurate. Our website is user-driven, and customers are given multiple opportunities to view all details of their order throughout our four-screen checkout process. If Mr. [redacted] had any questions regarding the details of his purchase at that time, he was welcome to exit the process or to reach out to our customer service team. It should also be noted that Mr. [redacted] has successfully purchased tickets from Vivid Seats in the past, reporting no difficulty.Additionally, Mr. [redacted] has claimed that he was sent incorrect tickets in addition to those he ordered. This is inaccurate; Mr. [redacted] received the tickets he selected at checkout. No additional tickets were sent to him. When Mr. [redacted] contacted our customer service team stating that he only needed two tickets rather than three, our agent recommended that he use our online ticket-selling service as a way for him to recover funds. Through this service, Mr. [redacted] would be welcome to set the price for his ticket as high or low as he chose.Mr. [redacted]'s tickets for this event were sent to his email address immediately after he completed this transaction. As such, Vivid Seats has acted in full accordance with the agreed-to terms and conditions. In the interest of customer service, Vivid Seats has also been in contact with Mr. [redacted] and has provided a resolution to this matter that was amicable to both parties. If Mr. [redacted] has any additional questions about this order, we encourage him to contact our customer service team. At this time, this matter has been resolved.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Vivid rejected my request for a full refund. Instead forcing four trips to the court house that resulted in a judgement of a full refund plus court costs. The time to offer a refund...
and call it square has passed.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. When Mr. [redacted] viewed tickets to the Nashville Predators at St. Louis Blues on 11/19 he was notified that the Estimated Ship Date was 11/16 and the tickets would be delivered via email. 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 date. Rather, 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 affiliation. This information was clearly presented to Mr. [redacted] before he submitted his order, and was additionally discussed with him by phone afterwards. As Mr. [redacted]’s valid tickets were delivered to him on 11/16, the Estimated Ship Date, prior to his event on 11/19, we consider this matter resolved. We encourage Mr. [redacted] to contact a member of our customer service with any additional concerns he may have. Regards, Vivid Seats
Thank you for reaching out to us. We appreciate the opportunity to address her concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this...
end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms. [redacted] was not misled by a representative to give her credit card number, as Ms. [redacted] made this purchase online. We recognize that she may have issues with purchasing a different quantity than initially intended for the Bill [redacted]/Dennis [redacted] event on 10/23/15. However, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of both the quantity of tickets purchased and the amount of which they are charged, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in red. (A screenshot of a sample checkout page has been attached for reference.) Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, 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." (This policy is also visible in the sample screenshot mentioned above). These messages would have been clearly visible to Ms. [redacted] during the purchase process.Not only has Ms. [redacted] reached out to our customer service department multiple times regarding their complaint, we have actively worked towards resolving this issue on multiple fronts, including reaching an mutually amicable resolution on June 8th, 2015. The tickets were sent to Ms. [redacted]'s email address on June 7th, 2015 and were available for download and use for the event. Whether or not Ms. [redacted] chose to not download and use the tickets is outside of our control. Since Ms. [redacted] must acknowledge that she is aware of and understands our policies before the order is placed by agreeing to our Terms and Conditions, we find it very difficult to understand how she believes she was misled. If Ms. [redacted] has any further questions about her orders, we welcome her to reach out to a member of our customer service department. At present, we consider this matter closed.
Thank you for reaching out to us regarding the concerns of our valued customer. Mr. [redacted]. At Vivid Seats, we always appreciate the opportunity to address any dissatisfaction a customer may experience. 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.Mr. [redacted] has stated that he was not made aware until after completing his purchase that these tickets were for seating in an alcohol-free section. It should be noted that all ticketing information was displayed in multiple locations prior to selecting the tickets, as well as throughout our four-screen checkout process. When Mr. [redacted] clicked on the particular tickets he was interested in, he was presented with a detailed description of all information about his selection. At this time, the note: "Alcohol free section" was stated immediately below the section and row, and above the price, of the tickets he chose. This pertinent information was presented again on the final checkout page, and was available for Mr. [redacted] to review before submitting his order.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 prices in US Dollars. All sales are final.” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.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 his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Our customer selected the tickets they are interested in for U2 on 6/16/2017. This listing stated, General Admission with the notation, “Paperless Entry: Meet the seller at the venue on the day of the event” with the estimated in hand date of 6/16/2017, the day of the event. Our customer continued to the Login page which displays a detailed order summary reiterating this notation 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. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Our customer then proceed to submit their order for Paperless Entry.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to placing their order, our customer was notified that their tickets were expected to be delivered on 6/16/2017 as Paperless Entry. Paperless tickets are an increasingly common form of entry into events. This means that tickets are associated with the card used to purchase tickets from the primary market and do not exist in printed form. Occasionally, ticket will be on a prepaid gift card which can be shipped to the customer prior to the event. In other instances, the seller originally purchased the tickets on their credit card and set up a Special Delivery to arrange for the professional seller to escort customers into the event.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As a courtesy, we reached out to the seller to explore the possibility of an expedited delivery. The seller was unable to accommodate this request. As all order details were sufficiently displayed prior to placing their order for their event which has since passed, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their ticket 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. When Ms. [redacted] viewed tickets for the “U2 with the Lumineers” event she selected a listing which stated, “Section: 338 Row: 1 Notes: Possible Obstruction, Side View, Limited Side View” and the Estimated Ship Date of 5/19/2017. Ms. [redacted] then continued to the Login page which displayed a detailed order summary on the right side. This summary reiterated these ticket details. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the details and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. This checkout process allowed Ms. [redacted] three opportunities to understand the location of her tickets. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” As sellers often have a large quantity of inventory, it is a common occurrence on the secondary market for simply the section and row to be listed. Additionally, Ms. [redacted] was provided with the Estimated Ship Date prior to placing her order. As Vivid Seats does not own any tickets, the delivery date is set by the seller and often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. Ms. [redacted] mentioned our 100% Buyer Guarantee to which we would like to provide clarification. This guarantee, which is clarified throughout our website, specifically ensures that customers will receive their valid and authentic tickets prior to their event. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Prior to receiving this claim, we were in communication with Ms. [redacted] to clarify this information. As Ms. [redacted] was adequately displayed the details of her tickets multiple times prior to placing her order, we consider this matter closed. We encourage Ms. [redacted] to contact us with any additional concerns she may have regarding this matter. 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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.On 1/22/2017 Mr. [redacted] purchased tickets to see Anthony [redacted] and Yolandita [redacted] on 2/17/2017. This event was later rescheduled by the artist or venue for a new date that has not yet been announced. He has since indicated that he would no longer be able to attend, to which it should be noted that Mr. [redacted] cannot receive a refund for rescheduled events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process. Our sales terms and conditions clearly state, “If an event is canceled with no rescheduled date, you are naturally entitled to a full refund of the purchase price, including the delivery charges. For events that are rescheduled, we will assist you with any ticket reissuing concerns or help sell your tickets if the new date is no longer desirable to you.”Mr. [redacted] was provided his valid tickets via email on 2/15/2017 for him to print and bring to his event on the new date. Prior to receiving this claim, we were in contact with Mr. [redacted] and adequately addressed all of his concerns at that time. Additionally, Mr. [redacted] has filed a dispute with his financial institution. This was addressed, and the dispute was ultimately ruled in our favor. As it stands, we consider this matter closed. If Mr. [redacted] has any concerns regarding its process or outcome, we encourage him to reach out to the financial institution with which the dispute was filed. Regards,Vivid Seats
Vivid Seats appreciates the opportunity to address Mr. [redacted] concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re...
committed to providing the best possible customer service—and maintaining a safe and transparent checkout processMr. [redacted] contacted us, prior to this complaint, alleging that this was an unauthorized charge on his credit card, a claim that we take very seriously. In response, our team of dedicated fraud prevention specialists reviewed his order and confirmed that Mr. [redacted] was in fact the purchaser and that his account had not been compromised. In the interest of customer service, we did offer Mr. [redacted] a partial courtesy refund at the time which Mr. [redacted] declined. Given that we have provided a valid ticket to the event, which, it should be noted, Mr. [redacted] has downloaded, we have acted consistent with our agreed-to sales terms and policies in regards to Mr. [redacted] transaction. While our management team is available to handle any additional concerns that Mr. [redacted] may have, 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.Although our customer has indicated that the tickets were not transferred to their account, we would like to provide clarification. Our customer placed their order on 10/12/2017 and their tickets were transferred to the associated account on 10/15/2017. Our customer initially contacted us on 10/18/2017 indicating that they had not received the transfer. At this time, as a courtesy, we offered to contact the seller to attempt to re-transfer tickets to our customer. Since re-transferring tickets is often dependent upon the primary issuer, with which we have no affiliation, this is done as a request. These requests do take time to process and an estimated timeline was disclosed to our customer.Nevertheless, we were in contact with our customer to provide an amicable resolution which was described in detail via an email and discussed via telephone on 10/27/2017. As such, we consider this matter resolved and welcome our customer to contact us directly with any additional questions.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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11707495, and find that this resolution is satisfactory to me.
Vivid Seats credited my credit card the 60.00 over charge on 15Sep16.
Sincerely,
Rebecca [redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. On 12/1/2015, Ms. [redacted] purchased tickets to see Janet [redacted]. This event was later postponed by the artist for a later date. It should be noted that Ms. [redacted] typically would not be able...
to receive a refund for a postponed event, per the 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 as the tickets Ms. [redacted] received on 12/1/2015 would still be valid for the rescheduled date. 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. Though this is the first we are hearing of Ms. [redacted] concerns, in the interest of customer service, we resolved this matter with her and hope she will choose Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once customers select the tickets they are interested in for [redacted] and [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 $824.19 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 $824.19.” 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.As our customer has stated, Vivid Seats has been in contact and has thoroughly addressed these concerns. Prior to receiving this claim we offered a courtesy resolution in the interest of customer service. However, our customer declined this offer. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats was in contact with Ms. [redacted] prior to this complaint and, in the interest of customer service, both parties were able to reach an amicable resolution. Ms. [redacted] was able to attend the event and as a result...
we consider this matter resolved. We hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
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. I have received my fund and I'm very satisfied.
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 in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the tickets they have selected, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Ms. [redacted] has indicated that she did not receive the tickets which she selected during checkout; this is inaccurate. When Ms. [redacted] selected her event, Harlem Globetrotters, she navigated to the ticket listing page. The top of this page clearly states, “Note: Prices are set by sellers, may be over face-value.” Ms. [redacted] then selected a listing which specifically stated, “Section: 102-148 Row: AA-22” with the notation that these tickets would be provided via Flash Seats and that this listing was classified as Zone Seating which states, “your tickets will be within the listed zone or section listed or one comparable.” This notified Ms. [redacted] that the tickets she would receive would be within this listed section and row. After selecting this listing Ms. [redacted] proceeded to the Login page which reiterated this information. Ms. [redacted] then navigated through to the Place Order page. Prior to entering any payment information an itemized breakdown of Ms. [redacted]’s order was provided along with the fact that her tickets were categorized as Zone Seating. Ms. [redacted] was then presented with our sales terms and conditions stating, “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 required to select a check box signifying her agreement to these terms. Directly above the Place Order button Ms. [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your credit card will be charged $278.22” and progressed to submit her order.As noted on the top of every ticket listing page, prices on our site are set by sellers, not Vivid Seats, and may be above or below face value. This price is based on the seller’s personal assessments of a range of market factors, including customer demand. Due to the nature of our business on the secondary marketplace, we operate on a live market. This means that inventory and the prices of a seller’s inventory are constantly changing. This also means that the prices for tickets in a section may differ in price as they are owned by diverse sellers and based on their individual calculations. 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.Ms. [redacted] has stated that she received tickets in Section: 134 Row: 7 which is within the listed zone she selected during checkout. We clarified this information for Ms. [redacted] as her order was filled correctly. At this time we also offered Ms. [redacted] a one-time courtesy resolution to resolve this matter; however, this offer was declined. As Ms. [redacted] received tickets within the listed zone she selecting during checkout on 3/16/2017 prior to her event which has since passed, we consider this matter closed. If Ms. [redacted] has any additional concerns regarding her order, we encourage her to contact our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid 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 process. This process provides customers with multiple opportunities to review the details of an order. Additionally, our site is user-driven meaning all order details is information the customer either selected or inputted during the checkout process. When 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 12/23/16 at 8:00 PM. Ms. [redacted] continued to the Login page which displayed a detailed order summary on the right side which reiterated this information. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the event and date, prices of her tickets, delivery and service fees, and the total charge of $304.41 highlighted in bold, red text prior to entering any payment information. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Below 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 final. All 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 holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Though 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 so. Additionally, Ms. [redacted] placed her order on 12/19/16 and received her valid tickets on 12/21/16 prior to her event which has since passed. As such, we consider this matter closed and encourage Ms. [redacted] to contact us with any additional concerns she may have regarding her order. Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/08/28) */
We regret to hear of Mr. [redacted]'s dissatisfaction, but we appreciate the opportunity to address his 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 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 delivery. Our 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 described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This 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 venue. However, 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 holders. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of time. Tickets for seats with identified obstructions are labeled as such on the face of the ticket and noted in our ticket listings. The obstruction described is not one that appears on the ticket and therefore was not known to us. As 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 spectators. As such, we cannot be held responsible for the situation that Mr. [redacted] takes issue. Mr. [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 change. Mr. [redacted] was given an option to cancel before we upgraded, but decided he wanted the tickets located to Pit Center, Row A. Vivid 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 refund. However, we refunded a significant portion of the service fees associated with his order as a one-time courtesy at the time of the ticket upgrade. As this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensation. We encourage Mr. [redacted] to reach out to our management team with any further questions or concerns.
Initial Consumer Rebuttal /* (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 consistently. VIVID 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 initiated. POOR BUSINESS PRACTICES...IF YOU PURCHASE A TICKET FOR A VENUE....AND THAT TICKET IS CHARGED TO YOU...THOSE SEATS SHOULD BE YOURS...PERIOD. THE 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 /* (4000, 9, 2015/09/04) */
Vivid Seats reached out to Mr. [redacted] before purchasing new tickets to make sure he approved of the change. Mr. [redacted] was given an option to cancel before we upgraded, but decided he wanted the tickets. Vivid Seats maintains that Mr. [redacted]'s concerns are outside our purview, influence or control. Because Vivid Seats is not directly affiliated with any venue or box office, we cannot be held accountable for changes made by the venue. This means that, while we regret the teleprompter obstruction, it was not noted on the ticket and we are unable to provide the requested refund. If Mr. [redacted] has any further questions or concerns about his order, we encourage him to reach out to a member of our management team.
Thank you for contacting us regarding the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.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 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.” With regard to Mr. [redacted]'s claim that Vivid Seats experienced a system error, it should be noted that this is inaccurate. Our website is user-driven, and customers are given multiple opportunities to view all details of their order throughout our four-screen checkout process. If Mr. [redacted] had any questions regarding the details of his purchase at that time, he was welcome to exit the process or to reach out to our customer service team. It should also be noted that Mr. [redacted] has successfully purchased tickets from Vivid Seats in the past, reporting no difficulty.Additionally, Mr. [redacted] has claimed that he was sent incorrect tickets in addition to those he ordered. This is inaccurate; Mr. [redacted] received the tickets he selected at checkout. No additional tickets were sent to him. When Mr. [redacted] contacted our customer service team stating that he only needed two tickets rather than three, our agent recommended that he use our online ticket-selling service as a way for him to recover funds. Through this service, Mr. [redacted] would be welcome to set the price for his ticket as high or low as he chose.Mr. [redacted]'s tickets for this event were sent to his email address immediately after he completed this transaction. As such, Vivid Seats has acted in full accordance with the agreed-to terms and conditions. In the interest of customer service, Vivid Seats has also been in contact with Mr. [redacted] and has provided a resolution to this matter that was amicable to both parties. If Mr. [redacted] has any additional questions about this order, we encourage him to contact our customer service team. At this time, this matter has been resolved.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:Vivid rejected my request for a full refund. Instead forcing four trips to the court house that resulted in a judgement of a full refund plus court costs. The time to offer a refund...
and call it square has passed.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. When Mr. [redacted] viewed tickets to the Nashville Predators at St. Louis Blues on 11/19 he was notified that the Estimated Ship Date was 11/16 and the tickets would be delivered via email. 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 date. Rather, 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 affiliation. This information was clearly presented to Mr. [redacted] before he submitted his order, and was additionally discussed with him by phone afterwards. As Mr. [redacted]’s valid tickets were delivered to him on 11/16, the Estimated Ship Date, prior to his event on 11/19, we consider this matter resolved. We encourage Mr. [redacted] to contact a member of our customer service with any additional concerns he may have. Regards, Vivid Seats
Thank you for reaching out to us. We appreciate the opportunity to address her concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this...
end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms. [redacted] was not misled by a representative to give her credit card number, as Ms. [redacted] made this purchase online. We recognize that she may have issues with purchasing a different quantity than initially intended for the Bill [redacted]/Dennis [redacted] event on 10/23/15. However, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of both the quantity of tickets purchased and the amount of which they are charged, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in red. (A screenshot of a sample checkout page has been attached for reference.) Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, 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." (This policy is also visible in the sample screenshot mentioned above). These messages would have been clearly visible to Ms. [redacted] during the purchase process.Not only has Ms. [redacted] reached out to our customer service department multiple times regarding their complaint, we have actively worked towards resolving this issue on multiple fronts, including reaching an mutually amicable resolution on June 8th, 2015. The tickets were sent to Ms. [redacted]'s email address on June 7th, 2015 and were available for download and use for the event. Whether or not Ms. [redacted] chose to not download and use the tickets is outside of our control. Since Ms. [redacted] must acknowledge that she is aware of and understands our policies before the order is placed by agreeing to our Terms and Conditions, we find it very difficult to understand how she believes she was misled. If Ms. [redacted] has any further questions about her orders, we welcome her to reach out to a member of our customer service department. At present, we consider this matter closed.
Thank you for reaching out to us regarding the concerns of our valued customer. Mr. [redacted]. At Vivid Seats, we always appreciate the opportunity to address any dissatisfaction a customer may experience. 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.Mr. [redacted] has stated that he was not made aware until after completing his purchase that these tickets were for seating in an alcohol-free section. It should be noted that all ticketing information was displayed in multiple locations prior to selecting the tickets, as well as throughout our four-screen checkout process. When Mr. [redacted] clicked on the particular tickets he was interested in, he was presented with a detailed description of all information about his selection. At this time, the note: "Alcohol free section" was stated immediately below the section and row, and above the price, of the tickets he chose. This pertinent information was presented again on the final checkout page, and was available for Mr. [redacted] to review before submitting his order.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 prices in US Dollars. All sales are final.” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.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 his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Our customer selected the tickets they are interested in for U2 on 6/16/2017. This listing stated, General Admission with the notation, “Paperless Entry: Meet the seller at the venue on the day of the event” with the estimated in hand date of 6/16/2017, the day of the event. Our customer continued to the Login page which displays a detailed order summary reiterating this notation 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. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Our customer then proceed to submit their order for Paperless Entry.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to placing their order, our customer was notified that their tickets were expected to be delivered on 6/16/2017 as Paperless Entry. Paperless tickets are an increasingly common form of entry into events. This means that tickets are associated with the card used to purchase tickets from the primary market and do not exist in printed form. Occasionally, ticket will be on a prepaid gift card which can be shipped to the customer prior to the event. In other instances, the seller originally purchased the tickets on their credit card and set up a Special Delivery to arrange for the professional seller to escort customers into the event.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As a courtesy, we reached out to the seller to explore the possibility of an expedited delivery. The seller was unable to accommodate this request. As all order details were sufficiently displayed prior to placing their order for their event which has since passed, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their ticket 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. When Ms. [redacted] viewed tickets for the “U2 with the Lumineers” event she selected a listing which stated, “Section: 338 Row: 1 Notes: Possible Obstruction, Side View, Limited Side View” and the Estimated Ship Date of 5/19/2017. Ms. [redacted] then continued to the Login page which displayed a detailed order summary on the right side. This summary reiterated these ticket details. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the details and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. This checkout process allowed Ms. [redacted] three opportunities to understand the location of her tickets. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” As sellers often have a large quantity of inventory, it is a common occurrence on the secondary market for simply the section and row to be listed. Additionally, Ms. [redacted] was provided with the Estimated Ship Date prior to placing her order. As Vivid Seats does not own any tickets, the delivery date is set by the seller and often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. Ms. [redacted] mentioned our 100% Buyer Guarantee to which we would like to provide clarification. This guarantee, which is clarified throughout our website, specifically ensures that customers will receive their valid and authentic tickets prior to their event. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Prior to receiving this claim, we were in communication with Ms. [redacted] to clarify this information. As Ms. [redacted] was adequately displayed the details of her tickets multiple times prior to placing her order, we consider this matter closed. We encourage Ms. [redacted] to contact us with any additional concerns she may have regarding this matter. 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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.On 1/22/2017 Mr. [redacted] purchased tickets to see Anthony [redacted] and Yolandita [redacted] on 2/17/2017. This event was later rescheduled by the artist or venue for a new date that has not yet been announced. He has since indicated that he would no longer be able to attend, to which it should be noted that Mr. [redacted] cannot receive a refund for rescheduled events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process. Our sales terms and conditions clearly state, “If an event is canceled with no rescheduled date, you are naturally entitled to a full refund of the purchase price, including the delivery charges. For events that are rescheduled, we will assist you with any ticket reissuing concerns or help sell your tickets if the new date is no longer desirable to you.”Mr. [redacted] was provided his valid tickets via email on 2/15/2017 for him to print and bring to his event on the new date. Prior to receiving this claim, we were in contact with Mr. [redacted] and adequately addressed all of his concerns at that time. Additionally, Mr. [redacted] has filed a dispute with his financial institution. This was addressed, and the dispute was ultimately ruled in our favor. As it stands, we consider this matter closed. If Mr. [redacted] has any concerns regarding its process or outcome, we encourage him to reach out to the financial institution with which the dispute was filed. Regards,Vivid Seats
Vivid Seats appreciates the opportunity to address Mr. [redacted] concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re...
committed to providing the best possible customer service—and maintaining a safe and transparent checkout processMr. [redacted] contacted us, prior to this complaint, alleging that this was an unauthorized charge on his credit card, a claim that we take very seriously. In response, our team of dedicated fraud prevention specialists reviewed his order and confirmed that Mr. [redacted] was in fact the purchaser and that his account had not been compromised. In the interest of customer service, we did offer Mr. [redacted] a partial courtesy refund at the time which Mr. [redacted] declined. Given that we have provided a valid ticket to the event, which, it should be noted, Mr. [redacted] has downloaded, we have acted consistent with our agreed-to sales terms and policies in regards to Mr. [redacted] transaction. While our management team is available to handle any additional concerns that Mr. [redacted] may have, 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.Although our customer has indicated that the tickets were not transferred to their account, we would like to provide clarification. Our customer placed their order on 10/12/2017 and their tickets were transferred to the associated account on 10/15/2017. Our customer initially contacted us on 10/18/2017 indicating that they had not received the transfer. At this time, as a courtesy, we offered to contact the seller to attempt to re-transfer tickets to our customer. Since re-transferring tickets is often dependent upon the primary issuer, with which we have no affiliation, this is done as a request. These requests do take time to process and an estimated timeline was disclosed to our customer.Nevertheless, we were in contact with our customer to provide an amicable resolution which was described in detail via an email and discussed via telephone on 10/27/2017. As such, we consider this matter resolved and welcome our customer to contact us directly with any additional questions.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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11707495, and find that this resolution is satisfactory to me.
Vivid Seats credited my credit card the 60.00 over charge on 15Sep16.
Sincerely,
Rebecca [redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. On 12/1/2015, Ms. [redacted] purchased tickets to see Janet [redacted]. This event was later postponed by the artist for a later date. It should be noted that Ms. [redacted] typically would not be able...
to receive a refund for a postponed event, per the 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 as the tickets Ms. [redacted] received on 12/1/2015 would still be valid for the rescheduled date. 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. Though this is the first we are hearing of Ms. [redacted] concerns, in the interest of customer service, we resolved this matter with her and hope she will choose Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once customers select the tickets they are interested in for [redacted] and [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 $824.19 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 $824.19.” 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.As our customer has stated, Vivid Seats has been in contact and has thoroughly addressed these concerns. Prior to receiving this claim we offered a courtesy resolution in the interest of customer service. However, our customer declined this offer. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats was in contact with Ms. [redacted] prior to this complaint and, in the interest of customer service, both parties were able to reach an amicable resolution. Ms. [redacted] was able to attend the event and as a result...
we consider this matter resolved. We hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
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. I have received my fund and I'm very satisfied.
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 in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the tickets they have selected, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Ms. [redacted] has indicated that she did not receive the tickets which she selected during checkout; this is inaccurate. When Ms. [redacted] selected her event, Harlem Globetrotters, she navigated to the ticket listing page. The top of this page clearly states, “Note: Prices are set by sellers, may be over face-value.” Ms. [redacted] then selected a listing which specifically stated, “Section: 102-148 Row: AA-22” with the notation that these tickets would be provided via Flash Seats and that this listing was classified as Zone Seating which states, “your tickets will be within the listed zone or section listed or one comparable.” This notified Ms. [redacted] that the tickets she would receive would be within this listed section and row. After selecting this listing Ms. [redacted] proceeded to the Login page which reiterated this information. Ms. [redacted] then navigated through to the Place Order page. Prior to entering any payment information an itemized breakdown of Ms. [redacted]’s order was provided along with the fact that her tickets were categorized as Zone Seating. Ms. [redacted] was then presented with our sales terms and conditions stating, “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 required to select a check box signifying her agreement to these terms. Directly above the Place Order button Ms. [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your credit card will be charged $278.22” and progressed to submit her order.As noted on the top of every ticket listing page, prices on our site are set by sellers, not Vivid Seats, and may be above or below face value. This price is based on the seller’s personal assessments of a range of market factors, including customer demand. Due to the nature of our business on the secondary marketplace, we operate on a live market. This means that inventory and the prices of a seller’s inventory are constantly changing. This also means that the prices for tickets in a section may differ in price as they are owned by diverse sellers and based on their individual calculations. 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.Ms. [redacted] has stated that she received tickets in Section: 134 Row: 7 which is within the listed zone she selected during checkout. We clarified this information for Ms. [redacted] as her order was filled correctly. At this time we also offered Ms. [redacted] a one-time courtesy resolution to resolve this matter; however, this offer was declined. As Ms. [redacted] received tickets within the listed zone she selecting during checkout on 3/16/2017 prior to her event which has since passed, we consider this matter closed. If Ms. [redacted] has any additional concerns regarding her order, we encourage her to contact our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid 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 process. This process provides customers with multiple opportunities to review the details of an order. Additionally, our site is user-driven meaning all order details is information the customer either selected or inputted during the checkout process. When 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 12/23/16 at 8:00 PM. Ms. [redacted] continued to the Login page which displayed a detailed order summary on the right side which reiterated this information. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the event and date, prices of her tickets, delivery and service fees, and the total charge of $304.41 highlighted in bold, red text prior to entering any payment information. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Below 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 final. All 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 holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Though 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 so. Additionally, Ms. [redacted] placed her order on 12/19/16 and received her valid tickets on 12/21/16 prior to her event which has since passed. As such, we consider this matter closed and encourage Ms. [redacted] to contact us with any additional concerns she may have regarding her order. Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/08/28) */
We regret to hear of Mr. [redacted]'s dissatisfaction, but we appreciate the opportunity to address his 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 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 delivery. Our 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 described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This 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 venue. However, 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 holders. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of time. Tickets for seats with identified obstructions are labeled as such on the face of the ticket and noted in our ticket listings. The obstruction described is not one that appears on the ticket and therefore was not known to us. As 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 spectators. As such, we cannot be held responsible for the situation that Mr. [redacted] takes issue. Mr. [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 change. Mr. [redacted] was given an option to cancel before we upgraded, but decided he wanted the tickets located to Pit Center, Row A. Vivid 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 refund. However, we refunded a significant portion of the service fees associated with his order as a one-time courtesy at the time of the ticket upgrade. As this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensation. We encourage Mr. [redacted] to reach out to our management team with any further questions or concerns.
Initial Consumer Rebuttal /* (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 consistently. VIVID 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 initiated. POOR BUSINESS PRACTICES...IF YOU PURCHASE A TICKET FOR A VENUE....AND THAT TICKET IS CHARGED TO YOU...THOSE SEATS SHOULD BE YOURS...PERIOD. THE 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 /* (4000, 9, 2015/09/04) */
Vivid Seats reached out to Mr. [redacted] before purchasing new tickets to make sure he approved of the change. Mr. [redacted] was given an option to cancel before we upgraded, but decided he wanted the tickets. Vivid Seats maintains that Mr. [redacted]'s concerns are outside our purview, influence or control. Because Vivid Seats is not directly affiliated with any venue or box office, we cannot be held accountable for changes made by the venue. This means that, while we regret the teleprompter obstruction, it was not noted on the ticket and we are unable to provide the requested refund. If Mr. [redacted] has any further questions or concerns about his order, we encourage him to reach out to a member of our management team.