Complaint: [redacted]
I am rejecting this response because:Two hidden fees were not explained {or} clearly visible when purchasing tickets. These fees include $15 SHIPPING AND HANDLEING fee for downloaded tickets and $145 service fee are not visible on any receipt. When purchasing the tickets online, these fees were NOT viewable. I WILL NOT concede that I purchased six tickets - I selected four. I don't care if the site is customer driven as you indicate in your email - I selected four tickets and was billed for six. [PERIOD]. Your customer service is useless as they read from a script and only blame customers for stupidity rather than attempting to resolve the problem. Your business model is shady and corrupt and your hidden fees paint a picture of a crooked business model. You should be ashamed.
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. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. Though Mr. [redacted] has filed this claim stating he contacted us the day of the event, our records show that his wife spoke with our agent at this time. It should also be noted that our agent did not indicate that this matter may not be resolved at all should they contact another agency. Our agent explained that in the very rare instance when tickets appear to be invalid, Vivid Seats acts quickly to conduct a thorough investigation into the matter. Mr. [redacted]’s wife expressed that she wished not to proceed with our investigation process to which our agent explained, should she not cooperate with the investigation, it may take longer to resolve. Our agent clarified that this process typically takes 3-5 business days; however, if a customer does not provide the requested information, Vivid Seats is unable to completely understand the situation. After investigating this matter, Vivid Seats has been in contact with Mr. [redacted] via email, and we believe to have reached an amicable resolution. As such, we consider this matter resolved. If Mr. [redacted] or his wife have any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because: 1. Vivid seats has never provided me with any explanation of the very large additional fees they added to the order. Nor did they offer to.2. Their ordering process is DECEPTIVE. This is the core of my complaint. While 'technially' they could have displayed these before I was enticed to click Purchase, this was not done so in a manner that "better business" would suggest. NUMEROUS other people have made the same complaint about Vivid Seats on [redacted], I am not the first or only person to do so.3. Contacting their customer support is a waste of my time since they are offering me nothing. They have my email address and if they want to send me an explanation of their fees and screen shots of their ordering screens, they can do so. But of course they will not becuase they have a lot to hide.4. It looks like the Revdex.com is not really in the business of policing bad business practices, but just passing facile explanations from businesses without really fact-checking them. I thought the Revdex.com had a higher mission than that. I'm sure you will send me more messages like this one passing on their (un-verified) explanation of what happened. What value does Revdex.com actually think they provide? I will not be accepting any of these explanations.It looks like my next step is to sue Vivid Seats in Small Claims Court
Sincerely,
[redacted]
Thank you for your response. Although our customer continues to press forward with this matter, we maintain that all order details, including quantity was sufficiently displayed. Ms. [redacted] was provided an opportunity to adjust the quantity selected on the ticket listing, Login, and Place Order page. This provided Ms. [redacted] with ample opportunity to select her desired quantity of tickets. Ms. [redacted]'s six valid tickets were delivered on 5/19/2017 and downloaded shortly thereafter prior to her event which took place on 5/21/2017. As we have fully addressed Ms. [redacted]'s concerns, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for The Killers, Lower Level "Zone Seating," they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $625.37 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $625.37.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated The Killers 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.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards, Vivid Seats
Thank you for reaching out to us regarding Mr. [redacted] concerns about his tickets. On December 1st 2015, [redacted] purchased tickets to see Trans-Siberian Orchestra on December 20th 2015. His order was successful, and he received valid, authentic tickets from the seller on December...
4th 2015. However, on December 15th 2015, he contacted Vivid Seats to inform us that the tickets had been lost. Our Sales Terms clearly state: "Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets," and we strongly encourage our customers to treat their tickets the same way they would cash or other important documents. This policy is in place because many sellers own the tickets they list, and have only purchased one copy themselves--therefore, they would be unable to produce replacements. [redacted] signified that he agreed to these terms when he placed his order.However, upon receiving this notification from [redacted], Vivid Seats immediately reached out to the seller to see if his tickets could be reissued. The seller was unable to secure replacement tickets. To make up for this occurrence, Vivid Seats contacted [redacted] and extended a courtesy partial refund. [redacted] accepted this offer at the time. We must restate that while Vivid Seats does attempt to secure replacement tickets when possible, not all tickets can be re-issued if lost or stolen. And, as [redacted] originally received the tickets he requested, we have determined that neither Vivid Seats nor the seller is at fault in this situation. Therefore, we are unable to provide Mr. [redacted] desired resolution. We consider this matter closed. If [redacted] has any further questions, we welcome him to reach out to our management team.
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 03/01/2016, Mr. [redacted] purchased tickets to see AC/DC on 03/11/16. This event was later postponed by the artist and/or venue for a later date. They have since...
indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally selected. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we resolved this matter with Mr. [redacted] and hope he will consider Vivid Seats for his future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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.Our customer has indicated that their order was confirmed for an incorrect event, though we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. Our website is completely user-driven, meaning all order details are either selected or input directly by customers. Once customers select the tickets they are interested in for Chicago Blackhawks at Winnipeg Jets 4/7/2018, 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 $371.95 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 $371.95.” 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.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
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. Mr. [redacted] indicated that his tickets were listed incorrectly; however, this should be noted as inaccurate. 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 Mr. [redacted] selected the tickets he was interested in for the “Temple of the Dog” production on 11/11/2016, the listing was specified as, “Section: General Admission Row: G4.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes, this is done by the primary and secondary market. Mr. [redacted] then continued to the Login page which displayed a detailed order summary on the right side. After Mr. [redacted] entered an email address to create an account, he navigated to the Checkout page, which featured an even more in-depth order summary that displayed the details and prices of his tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, Mr. [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 a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. This means that the tickets listed on our site are priced by sellers, not Vivid Seats, in accordance with their assessments of a range of factors including 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 as soon as an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] placed his order on 7/29/2016 and prior to receiving this claim, we were in contact with him to clarify this information. Since he placed his order, we offered Mr. [redacted] three separate resolutions, stepping outside of the agreed to sales terms. These offers were made in the interest of customer service, though Mr. [redacted] declined all offers. In addition to this current claim, we received a dispute from Mr. [redacted]'s financial institution regarding this transaction. We have addressed this and the dispute was ultimately ruled in our favor. Mr. [redacted] received the tickets he ordered on 7/29/2016 and downloaded them multiple times prior to his event on 11/11/2016. As such, we currently consider this matter closed, and we encourage Mr. [redacted] to contact our customer service if he wishes to revisit a previously offered resolution. Regards, Vivid Seats
Revdex.com: ViviSeats indicated the
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. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.As our customer stated, they purchased tickets for an event which was later rescheduled by the artist, not Vivid Seats. As Vivid Seats has no affiliation with the artist or venue, matters of postponed or rescheduled events are outside of our purview. The sales terms which were agreed to by our customer clarify the “all sales are final” policy and state that refunds will be issued for cancelled events. As our customer’s event was not cancelled, but rescheduled, and the tickets which were previously delivered remain valid, they do not qualify for a refund.In relation to our customer receiving updates we would like to provide clarification. Our terms state, “Event date, times, venue and subject matter may change. We are not always notified if a show is postponed, rescheduled or canceled. It is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event.” Nevertheless, our customer was provided an email on 5/1/2017 at 11:52 PM CST clarifying the rescheduled date of 11/16/2017. We later received an email from our customer on 5/30/2017 inquiring about the rescheduled event. As our customer stated, a representative responded to this email with the rescheduled date. The representative also indicated that should there be any further updates in relation to the order that we would be in contact. As there were no updates to our customer’s order and their tickets remain valid for the rescheduled date of 11/16/2017, no further contact was made. If our customer has additional questions regarding their order, we welcome them to contact us though at this time, as valid tickets were provided and their concerns have been addressed, we consider this matter closed.Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/05/22) */
We regret to hear of Mr.[redacted] 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 service--and maintaining a simple, transparent checkout process.
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 holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day--and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event--and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly.
However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Mr.[redacted] order was one such case. Due to an error the seller made during processing, the tickets Mr. [redacted] received to see [redacted] were deemed invalid by the venue. As a consequence, Mr. [redacted] was unable to gain entry to his event.
Vivid Seats wholeheartedly apologizes for the issues Mr. [redacted] has experienced. As compensation for this unfortunate circumstance, we have issued a full refund of Mr.[redacted] order in accordance with our 100% Buyer Guarantee. And, because we want to help Mr. [redacted] attend another live event, we've also provided a promotional code for more than half of his order total. We hope that we have been able to resolve Mr.[redacted] concerns, and that he will choose Vivid Seats for his ticket needs again in the future. If Mr. [redacted] has any further questions or concerns, we welcome him 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. 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 Shinedown, 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 $520.27 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 $520.27.” 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.It should be noted that although our customer has expressed difficulties contacting us, we have been in contact with our customer multiple times prior to receiving this claim and thoroughly addressed all of their concerns at that time. Vivid Seats additionally offered a courtesy resolution in the interest of customer service. However, our customer has 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 contacting 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 simple, transparent policies.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our 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 information was presented in multiple locations throughout our website prior to purchase, including a bold-text message directly above the Place Order button which states, "All sales are final. All prices listed in USD."Prior to Mr. [redacted] being able to submit his order, he selected a box to signify his agreement with the Vivid Seats Sales Terms and Conditions, which state the following: "Please keep your tickets in a safe place. Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to you. As stated above, Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements. Please note that direct sunlight or heat can damage certain types of tickets."When Mr. [redacted] notified us that he had misplaced his tickets, our customer service agent informed him that we would ask the seller of the tickets to investigate whether or not it would be possible to have the venue reissue the tickets. As explained to Mr. [redacted] at that time, any reissue requests are ultimately at the discretion of the primary issue of the tickets, and many venues do not offer this service. However, we did exhaust our available resources to see if the tickets could be reissued as a courtesy. This was done as part of our effort to provide Mr. [redacted] with excellent customer service.Vivid Seats had acted in full accordance with our Sales Terms and Conditions, and has further provided a courtesy resolution to this matter that Mr. [redacted] indicated was amicable to him at the time. As such, we consider this matter resolved, and encourage Mr. [redacted] to reach out to our customer service team if he has any further questions or concerns.Regards,Vivid Seats
Thank you for reaching out to us. Vivid Seats has reached out to [redacted] and both parties have found an amicable resolution. We consider this matter resolved—and we hope that [redacted] will consider Vivid Seats for her future event ticket needs. If [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.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Carolyn [redacted] I was charged $70.00 for $35.00 for the section in the nose bleed section! Plus shipping and handling for total of $181.00 for two tickets. I would have been ok with it if, I was charged the $35.00 plus shipping and taxes for the recent concert!! I would appreciate at least a refund of $70.00 then I will be fine with that!Carolyn
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.It should be noted that Mr. [redacted] placed two orders with us for the Il Volo event on 3/23/2017 and 3/25/2017; the first was placed on 3/3/2017 and the second on 3/6/2017. Our site is completely user-driven meaning all order details is information either selected or inputted by the customer. On 3/3/2017, Mr. [redacted] selected the Il Volo event for 3/23/2017, after selecting a listing he was interested in, he was brought to the Login page. This page displayed an order summary on the right-hand side reiterating the event and ticket details. Mr. [redacted] was prompted to enter an email address and preceded to the Billing Information portion of the site. Here Mr. [redacted] was required to select a payment method and enter a billing address. Once inputted, customers continue to the Place Order portion of checkout. This page displayed the event and ticket details once more for Mr. [redacted] Mr. [redacted] was then presented with the statement, “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.” At this time Mr. [redacted] continued to submit his order. Mr. [redacted] placed a second order on 3/6/2017 following this same procedure. This order, however, was Email Delivery, and Mr. [redacted]’s tickets were delivered and downloaded prior to his event.Mr. [redacted] later contacted us to discuss his order. This order was set for UPS Delivery although on 3/8/2017 when UPS attempted to deliver the package (Via Tracking Number: 1Z14YY910298148480), it was noted that the address Mr. [redacted] entered during checkout was incorrect; therefore, the tickets were returned to the sender. We discussed this with Mr. [redacted] and requested he confirm an accurate shipping address. Mr. [redacted] confirmed a new shipping address and a new package (Tracking Number: 1Z14YY911392171588) was shipped. However, the second address Mr. [redacted] provided remained inaccurate. Mr. [redacted] contacted us again on 4/1/2017 to discuss the delivery of the tickets. Our calls are often monitored to quality and training purposes. As such, we reviewed the call with Mr. [redacted] confirming a shipping address and verified that the address he confirmed maintained an incorrect street number.Due to the number of delivery attempts and incorrect information provided by the customer; 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. This policy is also agreed upon by every customer in order to proceed with checkout.Prior to receiving this claim we thoroughly discussed this matter with Mr. [redacted] As such, we consider this matter closed and encourage Mr. [redacted] to contact us regarding any additional concerns he may have.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events.Ms. [redacted] stated that she requested a refund from an affiliate of a business associate of ours; to this we would like to provide clarification. Ms. [redacted] filed a financial dispute with her credit card company after placing an order with this entity. This is a direct violation of the terms which she agreed upon when submitting her order; as we have an association with this entity, Vivid Seats does not allow future purchases to be placed when a previous dispute has been received. This policy is in relation to an order with us, in addition to an order placed with a partner of ours. Our sales terms clearly state, “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason;” a past dispute being one such reason.In regards to Ms. [redacted]’s previous order, we can verify that Ms. [redacted]’s tickets were delivered and downloaded prior to our partner receiving the financial dispute. Additionally, Ms. [redacted] had not contacted this entity to discuss her concerns before filing the dispute.It appears Ms. [redacted] was reimbursed through this partner once the dispute was closed in the business' favor. Nevertheless, the dispute Ms. [redacted] filed, in violation to the sales terms, has barred her from placing future order with Vivid Seats. Ms. [redacted] stated that she would not be able to purchase tickets for any event at this venue; this is inaccurate. We are not affiliated with any venue and do not enforce such restrictions.Ms. [redacted]’s order with Vivid Seats was cancelled due to previous violations of sales terms and any pending hold on her card will be released shortly. Ms. [redacted] should contact her financial institution if she does not locate this detail on her financial statement. We were in contact with Ms. [redacted] prior to receiving this complaint to clarify this information; as such, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary 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. Additionally, our site is completely user-driven meaning all order details is either selected or inputted by the customer. After selecting their event, 2017 Rock on the Range - 3 Day Pass, our customer navigated to the ticket listing page. At this time, our customer selected a ticket listing which specified Stadium General Admission; not Field General Admission. After selecting this listing, our customer continued to the Login page. This page provided an order summary restating the ticket section that our customer selected. After creating an account, our customer navigated to the Place Order portion of our checkout. This page features an even more in-depth order summary that displays the ticket location, number and prices of tickets, delivery and service fees, and the total charge of $586.11 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, the bold statement: “By clicking ‘Place Order,’ your [redacted] account will be charged $586.11” was displayed. Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer’s exact tickets which they selected were delivered on 5/8/2017 prior to their event which occurred on 5/19/2017 – 5/21/2017. We discussed this matter thoroughly with our customer via telephone on 5/13/2017. At this time, we offered a one-time courtesy resolution though this offer was declined. Our customer later filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Complaint: 11515319
I am rejecting this response because:Vivid Seats are WRONG !! In so many ways. They handle a dispute like they`re dealing with children, hand them a lollipop and call it good. Well not in this case. When I checked into their tickets for sale, there wasn`t (4) separate windows with a full explanation of price per ticket & service fees added. Their NO REFUND POLICY is <B.S.> It`s been over 90 days since this transaction took place, I`ve tried to relist these tickets to resell & out of the hundreds of tickets available for this certain game ( MY tickets are the ONLY TICKETS for sale on their web site with a ( TBD label ) There`s NO way I can resell these tickets with that designation. Give me a chance to resell !!! This company has NO Good customer service, with thousands of transactions a day they get 10% disgruntled daily. All I ask for is a chance to resell these tickets -- WHERE ARE THEY LOCATED ??How can the Revdex.com continue to give this company a A+ rating -- (Thousands of disgruntaled customers)
Sincerely,
Scott [redacted]
Complaint: [redacted]
I am rejecting this response because:Two hidden fees were not explained {or} clearly visible when purchasing tickets. These fees include $15 SHIPPING AND HANDLEING fee for downloaded tickets and $145 service fee are not visible on any receipt. When purchasing the tickets online, these fees were NOT viewable. I WILL NOT concede that I purchased six tickets - I selected four. I don't care if the site is customer driven as you indicate in your email - I selected four tickets and was billed for six. [PERIOD]. Your customer service is useless as they read from a script and only blame customers for stupidity rather than attempting to resolve the problem. Your business model is shady and corrupt and your hidden fees paint a picture of a crooked business model. You should be ashamed.
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. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. Though Mr. [redacted] has filed this claim stating he contacted us the day of the event, our records show that his wife spoke with our agent at this time. It should also be noted that our agent did not indicate that this matter may not be resolved at all should they contact another agency. Our agent explained that in the very rare instance when tickets appear to be invalid, Vivid Seats acts quickly to conduct a thorough investigation into the matter. Mr. [redacted]’s wife expressed that she wished not to proceed with our investigation process to which our agent explained, should she not cooperate with the investigation, it may take longer to resolve. Our agent clarified that this process typically takes 3-5 business days; however, if a customer does not provide the requested information, Vivid Seats is unable to completely understand the situation. After investigating this matter, Vivid Seats has been in contact with Mr. [redacted] via email, and we believe to have reached an amicable resolution. As such, we consider this matter resolved. If Mr. [redacted] or his wife have any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because: 1. Vivid seats has never provided me with any explanation of the very large additional fees they added to the order. Nor did they offer to.2. Their ordering process is DECEPTIVE. This is the core of my complaint. While 'technially' they could have displayed these before I was enticed to click Purchase, this was not done so in a manner that "better business" would suggest. NUMEROUS other people have made the same complaint about Vivid Seats on [redacted], I am not the first or only person to do so.3. Contacting their customer support is a waste of my time since they are offering me nothing. They have my email address and if they want to send me an explanation of their fees and screen shots of their ordering screens, they can do so. But of course they will not becuase they have a lot to hide.4. It looks like the Revdex.com is not really in the business of policing bad business practices, but just passing facile explanations from businesses without really fact-checking them. I thought the Revdex.com had a higher mission than that. I'm sure you will send me more messages like this one passing on their (un-verified) explanation of what happened. What value does Revdex.com actually think they provide? I will not be accepting any of these explanations.It looks like my next step is to sue Vivid Seats in Small Claims Court
Sincerely,
[redacted]
Thank you for your response. Although our customer continues to press forward with this matter, we maintain that all order details, including quantity was sufficiently displayed. Ms. [redacted] was provided an opportunity to adjust the quantity selected on the ticket listing, Login, and Place Order page. This provided Ms. [redacted] with ample opportunity to select her desired quantity of tickets. Ms. [redacted]'s six valid tickets were delivered on 5/19/2017 and downloaded shortly thereafter prior to her event which took place on 5/21/2017. As we have fully addressed Ms. [redacted]'s concerns, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for The Killers, Lower Level "Zone Seating," they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $625.37 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $625.37.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated The Killers 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.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards, Vivid Seats
Thank you for reaching out to us regarding Mr. [redacted] concerns about his tickets. On December 1st 2015, [redacted] purchased tickets to see Trans-Siberian Orchestra on December 20th 2015. His order was successful, and he received valid, authentic tickets from the seller on December...
4th 2015. However, on December 15th 2015, he contacted Vivid Seats to inform us that the tickets had been lost. Our Sales Terms clearly state: "Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets," and we strongly encourage our customers to treat their tickets the same way they would cash or other important documents. This policy is in place because many sellers own the tickets they list, and have only purchased one copy themselves--therefore, they would be unable to produce replacements. [redacted] signified that he agreed to these terms when he placed his order.However, upon receiving this notification from [redacted], Vivid Seats immediately reached out to the seller to see if his tickets could be reissued. The seller was unable to secure replacement tickets. To make up for this occurrence, Vivid Seats contacted [redacted] and extended a courtesy partial refund. [redacted] accepted this offer at the time. We must restate that while Vivid Seats does attempt to secure replacement tickets when possible, not all tickets can be re-issued if lost or stolen. And, as [redacted] originally received the tickets he requested, we have determined that neither Vivid Seats nor the seller is at fault in this situation. Therefore, we are unable to provide Mr. [redacted] desired resolution. We consider this matter closed. If [redacted] has any further questions, we welcome him to reach out to our management team.
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 03/01/2016, Mr. [redacted] purchased tickets to see AC/DC on 03/11/16. This event was later postponed by the artist and/or venue for a later date. They have since...
indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally selected. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we resolved this matter with Mr. [redacted] and hope he will consider Vivid Seats for his future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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.Our customer has indicated that their order was confirmed for an incorrect event, though we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. Our website is completely user-driven, meaning all order details are either selected or input directly by customers. Once customers select the tickets they are interested in for Chicago Blackhawks at Winnipeg Jets 4/7/2018, 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 $371.95 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 $371.95.” 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.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
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. Mr. [redacted] indicated that his tickets were listed incorrectly; however, this should be noted as inaccurate. 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 Mr. [redacted] selected the tickets he was interested in for the “Temple of the Dog” production on 11/11/2016, the listing was specified as, “Section: General Admission Row: G4.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes, this is done by the primary and secondary market. Mr. [redacted] then continued to the Login page which displayed a detailed order summary on the right side. After Mr. [redacted] entered an email address to create an account, he navigated to the Checkout page, which featured an even more in-depth order summary that displayed the details and prices of his tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, Mr. [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 a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. This means that the tickets listed on our site are priced by sellers, not Vivid Seats, in accordance with their assessments of a range of factors including 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 as soon as an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] placed his order on 7/29/2016 and prior to receiving this claim, we were in contact with him to clarify this information. Since he placed his order, we offered Mr. [redacted] three separate resolutions, stepping outside of the agreed to sales terms. These offers were made in the interest of customer service, though Mr. [redacted] declined all offers. In addition to this current claim, we received a dispute from Mr. [redacted]'s financial institution regarding this transaction. We have addressed this and the dispute was ultimately ruled in our favor. Mr. [redacted] received the tickets he ordered on 7/29/2016 and downloaded them multiple times prior to his event on 11/11/2016. As such, we currently consider this matter closed, and we encourage Mr. [redacted] to contact our customer service if he wishes to revisit a previously offered resolution. Regards, Vivid Seats
Revdex.com: ViviSeats indicated the
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. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.As our customer stated, they purchased tickets for an event which was later rescheduled by the artist, not Vivid Seats. As Vivid Seats has no affiliation with the artist or venue, matters of postponed or rescheduled events are outside of our purview. The sales terms which were agreed to by our customer clarify the “all sales are final” policy and state that refunds will be issued for cancelled events. As our customer’s event was not cancelled, but rescheduled, and the tickets which were previously delivered remain valid, they do not qualify for a refund.In relation to our customer receiving updates we would like to provide clarification. Our terms state, “Event date, times, venue and subject matter may change. We are not always notified if a show is postponed, rescheduled or canceled. It is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event.” Nevertheless, our customer was provided an email on 5/1/2017 at 11:52 PM CST clarifying the rescheduled date of 11/16/2017. We later received an email from our customer on 5/30/2017 inquiring about the rescheduled event. As our customer stated, a representative responded to this email with the rescheduled date. The representative also indicated that should there be any further updates in relation to the order that we would be in contact. As there were no updates to our customer’s order and their tickets remain valid for the rescheduled date of 11/16/2017, no further contact was made. If our customer has additional questions regarding their order, we welcome them to contact us though at this time, as valid tickets were provided and their concerns have been addressed, we consider this matter closed.Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/05/22) */
We regret to hear of Mr.[redacted] 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 service--and maintaining a simple, transparent checkout process.
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 holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day--and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event--and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly.
However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Mr.[redacted] order was one such case. Due to an error the seller made during processing, the tickets Mr. [redacted] received to see [redacted] were deemed invalid by the venue. As a consequence, Mr. [redacted] was unable to gain entry to his event.
Vivid Seats wholeheartedly apologizes for the issues Mr. [redacted] has experienced. As compensation for this unfortunate circumstance, we have issued a full refund of Mr.[redacted] order in accordance with our 100% Buyer Guarantee. And, because we want to help Mr. [redacted] attend another live event, we've also provided a promotional code for more than half of his order total. We hope that we have been able to resolve Mr.[redacted] concerns, and that he will choose Vivid Seats for his ticket needs again in the future. If Mr. [redacted] has any further questions or concerns, we welcome him 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. 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 Shinedown, 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 $520.27 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 $520.27.” 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.It should be noted that although our customer has expressed difficulties contacting us, we have been in contact with our customer multiple times prior to receiving this claim and thoroughly addressed all of their concerns at that time. Vivid Seats additionally offered a courtesy resolution in the interest of customer service. However, our customer has 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 contacting 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 simple, transparent policies.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our 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 information was presented in multiple locations throughout our website prior to purchase, including a bold-text message directly above the Place Order button which states, "All sales are final. All prices listed in USD."Prior to Mr. [redacted] being able to submit his order, he selected a box to signify his agreement with the Vivid Seats Sales Terms and Conditions, which state the following: "Please keep your tickets in a safe place. Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to you. As stated above, Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements. Please note that direct sunlight or heat can damage certain types of tickets."When Mr. [redacted] notified us that he had misplaced his tickets, our customer service agent informed him that we would ask the seller of the tickets to investigate whether or not it would be possible to have the venue reissue the tickets. As explained to Mr. [redacted] at that time, any reissue requests are ultimately at the discretion of the primary issue of the tickets, and many venues do not offer this service. However, we did exhaust our available resources to see if the tickets could be reissued as a courtesy. This was done as part of our effort to provide Mr. [redacted] with excellent customer service.Vivid Seats had acted in full accordance with our Sales Terms and Conditions, and has further provided a courtesy resolution to this matter that Mr. [redacted] indicated was amicable to him at the time. As such, we consider this matter resolved, and encourage Mr. [redacted] to reach out to our customer service team if he has any further questions or concerns.Regards,Vivid Seats
Thank you for reaching out to us. Vivid Seats has reached out to [redacted] and both parties have found an amicable resolution. We consider this matter resolved—and we hope that [redacted] will consider Vivid Seats for her future event ticket needs. If [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.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Carolyn [redacted] I was charged $70.00 for $35.00 for the section in the nose bleed section! Plus shipping and handling for total of $181.00 for two tickets. I would have been ok with it if, I was charged the $35.00 plus shipping and taxes for the recent concert!! I would appreciate at least a refund of $70.00 then I will be fine with that!Carolyn
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.It should be noted that Mr. [redacted] placed two orders with us for the Il Volo event on 3/23/2017 and 3/25/2017; the first was placed on 3/3/2017 and the second on 3/6/2017. Our site is completely user-driven meaning all order details is information either selected or inputted by the customer. On 3/3/2017, Mr. [redacted] selected the Il Volo event for 3/23/2017, after selecting a listing he was interested in, he was brought to the Login page. This page displayed an order summary on the right-hand side reiterating the event and ticket details. Mr. [redacted] was prompted to enter an email address and preceded to the Billing Information portion of the site. Here Mr. [redacted] was required to select a payment method and enter a billing address. Once inputted, customers continue to the Place Order portion of checkout. This page displayed the event and ticket details once more for Mr. [redacted] Mr. [redacted] was then presented with the statement, “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.” At this time Mr. [redacted] continued to submit his order. Mr. [redacted] placed a second order on 3/6/2017 following this same procedure. This order, however, was Email Delivery, and Mr. [redacted]’s tickets were delivered and downloaded prior to his event.Mr. [redacted] later contacted us to discuss his order. This order was set for UPS Delivery although on 3/8/2017 when UPS attempted to deliver the package (Via Tracking Number: 1Z14YY910298148480), it was noted that the address Mr. [redacted] entered during checkout was incorrect; therefore, the tickets were returned to the sender. We discussed this with Mr. [redacted] and requested he confirm an accurate shipping address. Mr. [redacted] confirmed a new shipping address and a new package (Tracking Number: 1Z14YY911392171588) was shipped. However, the second address Mr. [redacted] provided remained inaccurate. Mr. [redacted] contacted us again on 4/1/2017 to discuss the delivery of the tickets. Our calls are often monitored to quality and training purposes. As such, we reviewed the call with Mr. [redacted] confirming a shipping address and verified that the address he confirmed maintained an incorrect street number.Due to the number of delivery attempts and incorrect information provided by the customer; 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. This policy is also agreed upon by every customer in order to proceed with checkout.Prior to receiving this claim we thoroughly discussed this matter with Mr. [redacted] As such, we consider this matter closed and encourage Mr. [redacted] to contact us regarding any additional concerns he may have.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events.Ms. [redacted] stated that she requested a refund from an affiliate of a business associate of ours; to this we would like to provide clarification. Ms. [redacted] filed a financial dispute with her credit card company after placing an order with this entity. This is a direct violation of the terms which she agreed upon when submitting her order; as we have an association with this entity, Vivid Seats does not allow future purchases to be placed when a previous dispute has been received. This policy is in relation to an order with us, in addition to an order placed with a partner of ours. Our sales terms clearly state, “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason;” a past dispute being one such reason.In regards to Ms. [redacted]’s previous order, we can verify that Ms. [redacted]’s tickets were delivered and downloaded prior to our partner receiving the financial dispute. Additionally, Ms. [redacted] had not contacted this entity to discuss her concerns before filing the dispute.It appears Ms. [redacted] was reimbursed through this partner once the dispute was closed in the business' favor. Nevertheless, the dispute Ms. [redacted] filed, in violation to the sales terms, has barred her from placing future order with Vivid Seats. Ms. [redacted] stated that she would not be able to purchase tickets for any event at this venue; this is inaccurate. We are not affiliated with any venue and do not enforce such restrictions.Ms. [redacted]’s order with Vivid Seats was cancelled due to previous violations of sales terms and any pending hold on her card will be released shortly. Ms. [redacted] should contact her financial institution if she does not locate this detail on her financial statement. We were in contact with Ms. [redacted] prior to receiving this complaint to clarify this information; as such, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary 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. Additionally, our site is completely user-driven meaning all order details is either selected or inputted by the customer. After selecting their event, 2017 Rock on the Range - 3 Day Pass, our customer navigated to the ticket listing page. At this time, our customer selected a ticket listing which specified Stadium General Admission; not Field General Admission. After selecting this listing, our customer continued to the Login page. This page provided an order summary restating the ticket section that our customer selected. After creating an account, our customer navigated to the Place Order portion of our checkout. This page features an even more in-depth order summary that displays the ticket location, number and prices of tickets, delivery and service fees, and the total charge of $586.11 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, the bold statement: “By clicking ‘Place Order,’ your [redacted] account will be charged $586.11” was displayed. Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer’s exact tickets which they selected were delivered on 5/8/2017 prior to their event which occurred on 5/19/2017 – 5/21/2017. We discussed this matter thoroughly with our customer via telephone on 5/13/2017. At this time, we offered a one-time courtesy resolution though this offer was declined. Our customer later filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Complaint: 11515319
I am rejecting this response because:Vivid Seats are WRONG !! In so many ways. They handle a dispute like they`re dealing with children, hand them a lollipop and call it good. Well not in this case. When I checked into their tickets for sale, there wasn`t (4) separate windows with a full explanation of price per ticket & service fees added. Their NO REFUND POLICY is <B.S.> It`s been over 90 days since this transaction took place, I`ve tried to relist these tickets to resell & out of the hundreds of tickets available for this certain game ( MY tickets are the ONLY TICKETS for sale on their web site with a ( TBD label ) There`s NO way I can resell these tickets with that designation. Give me a chance to resell !!! This company has NO Good customer service, with thousands of transactions a day they get 10% disgruntled daily. All I ask for is a chance to resell these tickets -- WHERE ARE THEY LOCATED ??How can the Revdex.com continue to give this company a A+ rating -- (Thousands of disgruntaled customers)
Sincerely,
Scott [redacted]