Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concerns.. Vivid Seats has been in contact with Mr. [redacted] and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable...
resolution. On 12/21/15, Mr. [redacted] purchased tickets to see AC/DC on 3/26/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. [redacted] to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we typically are unable to cancel orders or offer refunds. As previously mentioned, Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and while we maintain we are not at fault, both parties have found an amicable resolution. On 12/18/15, Ms. [redacted] purchased tickets to see AC/DC on 03/17/16. This event was later...
postponed by the artist and/or venue for a later date. On 03/07/16, we contacted Ms. [redacted] to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”As previously stated Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and 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
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to see the chargeback to my [redacted] account. I keep getting told my bank needs to initiate the chargeback. I am not being helped at all by this company. I was recently informed that my personal information was...
compromised through my wireless phone company. So I need this money refunded ASAP so I can correct the damage being done to my accounts!
Vivid Seats has been in contact with Ms. [redacted] and we have been able to reach an amicable resolution. Ms. [redacted] is in possession of these tickets and we hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has any further...
questions or concerns regarding this or any other order, 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, 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. 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. Our mission is to connect customers with individual ticket holders and amazing live events.On 2/23/2017, Mr. [redacted] purchased tickets to see the Gabriel Iglesias on 4/21/2017. This event was later rescheduled for 12/17/2017 by the performer due to health concerns. On 3/22/2017, we contacted Mr. [redacted] to inform him of this date change. On 3/22/2017, he communicated with us that he no longer wished to attend the event on the rescheduled date. However, the terms and conditions clearly state, "If an event is canceled, you will be given a full refund. If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund.” These sales terms and conditions further clarify, “Vivid Seats will determine when an event is canceled based upon the best information available. Postponed or rescheduled events will not be refunded. Event date, times, venue and subject matter may change… Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.”The following message was also presented to Mr. [redacted] prior to check out, “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.” As a secondary marketplace, any changes made to the event date are outside of our purview. 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.If Mr. [redacted] would no longer wish to be the owner of these tickets, we previously suggested that he look into the option of reselling his ticket. It should also be noted that in addition to this current claim, Mr. [redacted] has filed a dispute with his financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage Mr. [redacted] to contact his financial institution with any questions regarding its process or outcome. As the tickets Mr. [redacted]’s received via Flash Seats on 3/7/2017 remain valid for the rescheduled date and Mr. [redacted] was required to agree to these sales terms and conditions when placing his order, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with our customer, and both parties have reached an amicable resolution. As such, we consider this matter resolved, and hope that our customer will consider Vivid Seats for their future event ticket needs. If...
they have any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to Ms. [redacted]' concerns. We appreciate the opportunity to address this matter. Vivid Seats is a secondary ticket marketplace, meaning that we have no affiliation with any venue or box office and do not own or generate any tickets. Instead, our role is to...
facilitate transactions between fans and individual ticket sellers. Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that sellers are notified immediately when a sale is made, and we are therefore unable to offer any cancellations or refunds and must adhere to an "all sales are final" policy--a standard throughout the industry.As Ms. [redacted] has noted, she confirmed the accuracy of the tickets upon receipt. Therefore, neither the seller of the tickets nor our company had any part in damaging the tickets. Additionally, Vivid Seats has facilitated transactions for hundreds of other customers for this specific event, and no other such issues have been reported. As stated in the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase, Vivid Seats is unable to take responsibility for tickets that have been damaged. The following section is included in our terms: "Lost, Stolen, or Damaged Tickets: 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."Ms. [redacted]' valid, authentic tickets were delivered to her, and she has confirmed that she received them undamaged. As such, Vivid Seats has fully upheld our 100% Buyer Guarantee. Additionally, in the interest of customer service we have reached out to Ms. [redacted] and provided a courtesy resolution to this matter that was outside of our Sales Terms and Conditions. If Ms. [redacted] has any further questions or concerns regarding this matter, we encourage her to reach out to our customer service team. At this time, we consider this matter resolved.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11696061, and find that this resolution is satisfactory to me.
Sincerely,
Roland [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 fully aware of their delivery method, 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. Though Ms. [redacted] filed this claim our records show that this was placed by Mr. [redacted]. Our site is user-driven meaning that all order details is information either selected or inputted by the customer. When Mr. [redacted] selected tickets in Section: 123 Row: 6 Notes: Mobile Tickets. Electronic Transfer, he continued to the Login page which displayed a detailed order summary on the right side. Here Mr. [redacted] entered an email address to create an account; he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, 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).” Mr. [redacted] placed this order on 12/12/2016 at 6:50 PM CST and his valid tickets were transferred to the email address he provided during the checkout process shortly after at 7:18 PM CST. Mr. [redacted] later contacted us requesting that the tickets be transferred to an alternative email account. At this time, our agent clarified that we would reach out to the seller as a courtesy and made no guarantee that the seller would be able to re-send tickets. Due to the nature of our business as Vivid Seats does not own or generate tickets, the ticket type and delivery method is selected by the individual seller and provided to the customer prior to checkout. This information is often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation; therefore, any reissue requests are outside of our purview. 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 majority of any sale goes directly to the individual ticket sellers, not Vivid Seats. 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. Though Ms. [redacted] expressed difficulty in contacting us, Vivid Seats has a number of outlets in order to be easily accessible to customers including email and a Live Chat application. Prior to receiving this complaint we were in contact with Mr. and Ms. [redacted] to discuss and assist with this matter. Additionally, we offered Ms. [redacted] a resolution, stepping outside of our sales terms in the interest of customer service, however, this offer was declined. As Mr. [redacted]’s tickets were delivered to the email address on file promptly after placing his order, we consider this matter closed. Should Mr. or Ms. [redacted] have additional concerns, we encourage them to contact us. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Your website does not break down the total charges before the customer hits the submit button. You say it does, but it does not. With this said, I believe you are using a pop up window to break down your charges to the customer. Many browsers have pop up blockers including mine. Many people out there use pop up blockers and I assume you are hoping that we do not see the warning like I most likely did. To not break down your charges clearly BEFORE hitting the submit button and charging the customer or hiding the breakdown in another window is misleading. Other web sites clearly present a web page with all of the charges (which you claim yours does, It does not).You have almost 500 complaints with the Revdex.com. This is an extreme amount for a legitimate business. In your first response you touted how you are the "premier business and spent a lot of time telling the customer how great you are. You are not. Why do you not spend some time researching companies with the highest complaints with the Revdex.com and you will find yours at the top! Interesting for a "Premier Business isn't it?Since you consider this case closed and I live out of state you clearly have the advantage because I cannot sue you in small claims court unless I book a flight to Chicago. I did find an attorney that is investigating your business practices in Chicago and have given him my information. I look forward to the future class action lawsuit your company will receive for its unscrupulous business practices. Who knows - maybe after you settle I will get something. There was once companies in America that provided WOW customer service and listened to their customers. Maybe you should look at the web and see all of the complaints against your business and do something about it.Another customer gone FOREVER!
Sincerely,
[redacted]
Thank you for your response regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and has confirmed that she has received the resolution provided. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:If the price of the ticket was indicated when I checked out. I would have known I was not getting good seats. Typically when I purchase seats I pay this type of price. I always try to sit as close to the stage as I can reasonably get. These seats were on the very top balcony and far away from the performers. Opera glasses would have been needed. I did not bring my glasses and was so upset at where we were seated I elected to sit outside and could not enjoy the event. I let down myself, my sister, my mother and two of my aunts who rely on me to procur great seats. I thought the money I was paying for the seats I purchased was what the venue was charging. Vivid Seats is a professional scalping site. Let's just be honest. If you chose not to refund my money that's fine. It will be the last money you will ever get from me and I will be sure to make any and everyone I can aware that they should avoid your business at all costs.
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. To this end, we’re committed to providing the best possible customer service.Vivid Seats has been in contact with our customer Mr. [redacted] 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 him to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats takes unauthorized activity claims very seriously and has a separate department that can evaluate such issues. We determined that there was no indication that this was an unauthorized transaction. However, because customer service is...
important to us, Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their quantity of tickets, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Ms. [redacted] has filed a dispute with their credit card company regarding this order. Any issues regarding the outcome of this dispute should be handled directly by the bank they filed the dispute with. While our management team is available to handle any additional concerns outside of the dispute that Ms. [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, 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] claimed that she purchased tickets that cost $55, to this we would like to provide clarification. Ms. [redacted] is likely referring to the primary market, or “face” value, of the tickets. Directly on every ticket listing page it states “Note: Prices set by sellers, may be over face-value. Seats are together, unless noted.” It should be noted that Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “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 below this statement, in bold, it stated, “By clicking ‘Place Order,’ your credit card will be charged $301.24.”Ms. [redacted] stated that Vivid Seats has a 100% Buyer Satisfaction; this should be noted as inaccurate. Vivid Seats customers are fully protected by a 100% Buyer Guarantee. As stated throughout our website, this guarantee ensures that customer’s tickets will be valid and authentic, and that they will arrive before the event. This guarantee does not provide cancellation for an order upon request, due to the fact that our customers are purchasing tickets owned and listed by individual resellers and we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. We have been in contact with Ms. [redacted] regarding this matter and offered a resolution that would be amicable to both parties, however, Ms. [redacted] declined. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
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 notified of the service fee for his tickets until after his transaction was complete. It must be noted that this is inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the service fees associated with their purchases, 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 quantity and prices of their tickets, delivery and service fees, and the total charge highlighted in red.Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home). 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 that our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD)." We have been in contact with Mr. [redacted] regarding this issue, and have yet to reach an amicable resolution at this time. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
Complaint: 12338598
I am rejecting this response because: You did not provide an amicable solution. You offered me 20% off a future order and told me to resell my tickets. I was given no other solution. This is the reason for my complaint t, as I bought the tickets just hours before the event was postponed and to a non-comparable day. When you sell tickets to a venue, you are the representor to the what you are selling. YOU made the money on the ticket. If it isn’t you whom a customer is to come to when they have an issue with the ticket you sold them, then whom?
Amber [redacted]
Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concerns.. Vivid Seats has been in contact with Mr. [redacted] and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable...
resolution. On 12/21/15, Mr. [redacted] purchased tickets to see AC/DC on 3/26/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. [redacted] to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we typically are unable to cancel orders or offer refunds. As previously mentioned, Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and while we maintain we are not at fault, both parties have found an amicable resolution. On 12/18/15, Ms. [redacted] purchased tickets to see AC/DC on 03/17/16. This event was later...
postponed by the artist and/or venue for a later date. On 03/07/16, we contacted Ms. [redacted] to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”As previously stated Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and 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
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to see the chargeback to my [redacted] account. I keep getting told my bank needs to initiate the chargeback. I am not being helped at all by this company. I was recently informed that my personal information was...
compromised through my wireless phone company. So I need this money refunded ASAP so I can correct the damage being done to my accounts!
Vivid Seats has been in contact with Ms. [redacted] and we have been able to reach an amicable resolution. Ms. [redacted] is in possession of these tickets and we hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has any further...
questions or concerns regarding this or any other order, 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, 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. 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. Our mission is to connect customers with individual ticket holders and amazing live events.On 2/23/2017, Mr. [redacted] purchased tickets to see the Gabriel Iglesias on 4/21/2017. This event was later rescheduled for 12/17/2017 by the performer due to health concerns. On 3/22/2017, we contacted Mr. [redacted] to inform him of this date change. On 3/22/2017, he communicated with us that he no longer wished to attend the event on the rescheduled date. However, the terms and conditions clearly state, "If an event is canceled, you will be given a full refund. If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund.” These sales terms and conditions further clarify, “Vivid Seats will determine when an event is canceled based upon the best information available. Postponed or rescheduled events will not be refunded. Event date, times, venue and subject matter may change… Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.”The following message was also presented to Mr. [redacted] prior to check out, “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.” As a secondary marketplace, any changes made to the event date are outside of our purview. 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.If Mr. [redacted] would no longer wish to be the owner of these tickets, we previously suggested that he look into the option of reselling his ticket. It should also be noted that in addition to this current claim, Mr. [redacted] has filed a dispute with his financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage Mr. [redacted] to contact his financial institution with any questions regarding its process or outcome. As the tickets Mr. [redacted]’s received via Flash Seats on 3/7/2017 remain valid for the rescheduled date and Mr. [redacted] was required to agree to these sales terms and conditions when placing his order, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with our customer, and both parties have reached an amicable resolution. As such, we consider this matter resolved, and hope that our customer will consider Vivid Seats for their future event ticket needs. If...
they have any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to Ms. [redacted]' concerns. We appreciate the opportunity to address this matter. Vivid Seats is a secondary ticket marketplace, meaning that we have no affiliation with any venue or box office and do not own or generate any tickets. Instead, our role is to...
facilitate transactions between fans and individual ticket sellers. Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that sellers are notified immediately when a sale is made, and we are therefore unable to offer any cancellations or refunds and must adhere to an "all sales are final" policy--a standard throughout the industry.As Ms. [redacted] has noted, she confirmed the accuracy of the tickets upon receipt. Therefore, neither the seller of the tickets nor our company had any part in damaging the tickets. Additionally, Vivid Seats has facilitated transactions for hundreds of other customers for this specific event, and no other such issues have been reported. As stated in the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase, Vivid Seats is unable to take responsibility for tickets that have been damaged. The following section is included in our terms: "Lost, Stolen, or Damaged Tickets: 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."Ms. [redacted]' valid, authentic tickets were delivered to her, and she has confirmed that she received them undamaged. As such, Vivid Seats has fully upheld our 100% Buyer Guarantee. Additionally, in the interest of customer service we have reached out to Ms. [redacted] and provided a courtesy resolution to this matter that was outside of our Sales Terms and Conditions. If Ms. [redacted] has any further questions or concerns regarding this matter, we encourage her to reach out to our customer service team. At this time, we consider this matter resolved.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11696061, and find that this resolution is satisfactory to me.
Sincerely,
Roland [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 fully aware of their delivery method, 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. Though Ms. [redacted] filed this claim our records show that this was placed by Mr. [redacted]. Our site is user-driven meaning that all order details is information either selected or inputted by the customer. When Mr. [redacted] selected tickets in Section: 123 Row: 6 Notes: Mobile Tickets. Electronic Transfer, he continued to the Login page which displayed a detailed order summary on the right side. Here Mr. [redacted] entered an email address to create an account; he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, 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).” Mr. [redacted] placed this order on 12/12/2016 at 6:50 PM CST and his valid tickets were transferred to the email address he provided during the checkout process shortly after at 7:18 PM CST. Mr. [redacted] later contacted us requesting that the tickets be transferred to an alternative email account. At this time, our agent clarified that we would reach out to the seller as a courtesy and made no guarantee that the seller would be able to re-send tickets. Due to the nature of our business as Vivid Seats does not own or generate tickets, the ticket type and delivery method is selected by the individual seller and provided to the customer prior to checkout. This information is often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation; therefore, any reissue requests are outside of our purview. 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 majority of any sale goes directly to the individual ticket sellers, not Vivid Seats. 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. Though Ms. [redacted] expressed difficulty in contacting us, Vivid Seats has a number of outlets in order to be easily accessible to customers including email and a Live Chat application. Prior to receiving this complaint we were in contact with Mr. and Ms. [redacted] to discuss and assist with this matter. Additionally, we offered Ms. [redacted] a resolution, stepping outside of our sales terms in the interest of customer service, however, this offer was declined. As Mr. [redacted]’s tickets were delivered to the email address on file promptly after placing his order, we consider this matter closed. Should Mr. or Ms. [redacted] have additional concerns, we encourage them to contact us. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Your website does not break down the total charges before the customer hits the submit button. You say it does, but it does not. With this said, I believe you are using a pop up window to break down your charges to the customer. Many browsers have pop up blockers including mine. Many people out there use pop up blockers and I assume you are hoping that we do not see the warning like I most likely did. To not break down your charges clearly BEFORE hitting the submit button and charging the customer or hiding the breakdown in another window is misleading. Other web sites clearly present a web page with all of the charges (which you claim yours does, It does not).You have almost 500 complaints with the Revdex.com. This is an extreme amount for a legitimate business. In your first response you touted how you are the "premier business and spent a lot of time telling the customer how great you are. You are not. Why do you not spend some time researching companies with the highest complaints with the Revdex.com and you will find yours at the top! Interesting for a "Premier Business isn't it?Since you consider this case closed and I live out of state you clearly have the advantage because I cannot sue you in small claims court unless I book a flight to Chicago. I did find an attorney that is investigating your business practices in Chicago and have given him my information. I look forward to the future class action lawsuit your company will receive for its unscrupulous business practices. Who knows - maybe after you settle I will get something. There was once companies in America that provided WOW customer service and listened to their customers. Maybe you should look at the web and see all of the complaints against your business and do something about it.Another customer gone FOREVER!
Sincerely,
[redacted]
Thank you for your response regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and has confirmed that she has received the resolution provided. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:If the price of the ticket was indicated when I checked out. I would have known I was not getting good seats. Typically when I purchase seats I pay this type of price. I always try to sit as close to the stage as I can reasonably get. These seats were on the very top balcony and far away from the performers. Opera glasses would have been needed. I did not bring my glasses and was so upset at where we were seated I elected to sit outside and could not enjoy the event. I let down myself, my sister, my mother and two of my aunts who rely on me to procur great seats. I thought the money I was paying for the seats I purchased was what the venue was charging. Vivid Seats is a professional scalping site. Let's just be honest. If you chose not to refund my money that's fine. It will be the last money you will ever get from me and I will be sure to make any and everyone I can aware that they should avoid your business at all costs.
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. To this end, we’re committed to providing the best possible customer service.Vivid Seats has been in contact with our customer Mr. [redacted] 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 him to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats takes unauthorized activity claims very seriously and has a separate department that can evaluate such issues. We determined that there was no indication that this was an unauthorized transaction. However, because customer service is...
important to us, Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their quantity of tickets, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Ms. [redacted] has filed a dispute with their credit card company regarding this order. Any issues regarding the outcome of this dispute should be handled directly by the bank they filed the dispute with. While our management team is available to handle any additional concerns outside of the dispute that Ms. [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, 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] claimed that she purchased tickets that cost $55, to this we would like to provide clarification. Ms. [redacted] is likely referring to the primary market, or “face” value, of the tickets. Directly on every ticket listing page it states “Note: Prices set by sellers, may be over face-value. Seats are together, unless noted.” It should be noted that Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “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 below this statement, in bold, it stated, “By clicking ‘Place Order,’ your credit card will be charged $301.24.”Ms. [redacted] stated that Vivid Seats has a 100% Buyer Satisfaction; this should be noted as inaccurate. Vivid Seats customers are fully protected by a 100% Buyer Guarantee. As stated throughout our website, this guarantee ensures that customer’s tickets will be valid and authentic, and that they will arrive before the event. This guarantee does not provide cancellation for an order upon request, due to the fact that our customers are purchasing tickets owned and listed by individual resellers and we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. We have been in contact with Ms. [redacted] regarding this matter and offered a resolution that would be amicable to both parties, however, Ms. [redacted] declined. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
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 notified of the service fee for his tickets until after his transaction was complete. It must be noted that this is inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the service fees associated with their purchases, 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 quantity and prices of their tickets, delivery and service fees, and the total charge highlighted in red.Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home). 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 that our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD)." We have been in contact with Mr. [redacted] regarding this issue, and have yet to reach an amicable resolution at this time. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
Complaint: 12338598
I am rejecting this response because: You did not provide an amicable solution. You offered me 20% off a future order and told me to resell my tickets. I was given no other solution. This is the reason for my complaint t, as I bought the tickets just hours before the event was postponed and to a non-comparable day. When you sell tickets to a venue, you are the representor to the what you are selling. YOU made the money on the ticket. If it isn’t you whom a customer is to come to when they have an issue with the ticket you sold them, then whom?
Amber [redacted]