Thank you for your response. As noted in our previous response, the Estimated Ship Date for the tickets Mr. [redacted] selected was 6/14/2016. This information was presented prior to checkout, and Mr. [redacted] confirmed that he had read and agreed to this information prior to completing his purchase. Additionally, our 100% Buyer Guarantee, presented on every page of our website and throughout the checkout process, ensures that tickets will arrive in time for the event. Mr. [redacted]'s tickets were sent to his email on 6/13/16, one day prior to the Estimated Ship Date to which he agreed, and six days prior to the event. As such, Vivid Seats maintains that Mr. [redacted] was not misled regarding any details of his purchase.Vivid Seats has fully adhered to our 100% Buyer Guarantee, and has addressed this matter in detail both through the Revdex.com, as well as through email correspondence with Mr. [redacted]. As noted, Mr. [redacted] has also filed a financial dispute regarding this transaction. Due to this dispute, we are not able to offer a resolution to this matter through the Revdex.com channel at this time. We encourage Mr. [redacted] to follow up with his financial institution with any questions about the outcome of this dispute. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. 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
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 his future event ticket needs. [redacted] has any further questions or concerns regarding this or any other order, we...
welcome him to contact a member of our customer service team.
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
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
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, 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. We appreciate the opportunity to address our fan seller'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. Vivid Seats is committed to a safe and secure customer experience where every buyer receives the exact, valid and authentic ticket in time to attend an event. Vivid Seats requires Sellers to also hold true to that same commitment. In our measures to maintain this high standard, we carefully screen each seller. As such, Vivid Seats reserves the right to limit or restrict sellers in its sole discretion. As all accounts created by this seller were removed, we consider this matter closed. If they have any additional concerns regarding selling on our site, we encourage them to contact Seller Services for more information.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]
(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!
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.In regards to Ms. [redacted]'s claim about the total charge, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket, 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. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Ms. [redacted] regarding this issue, addressed her concerns and in the interest of customer service offered a resolution, which she accepted. As such, we consider this matter resolved and 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. We want to note that while we dispute some of Mr. [redacted] assertions regarding the underlying facts related to his sale on our marketplace, we have discussed this matter with Mr. [redacted] prior to receiving this complaint and have reached a resolution suitable for both...
Thank you for your response. Vivid Seats maintains that the transparency of our checkout process fully allows every customer to view all order details, including a breakdown of all prices, prior to completing their order. In addition to this current claim, our customer has also indicated having difficulties contacting us to discuss his order; however, it should be noted that we have had multiple conversations with our customer via phone, email, and our Live Chat application to discuss his order. As we have thoroughly addressed all of Mr. [redacted] concerns, we consider this matter to be closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:the tickets were not delivered to meYes, from what I understand they were delivered to "someone".Now, as a result of their 3rd party vendor sending them and "allowing" someone other than myself to sign for these tickets, I am now responsible for reissuing these tickets??? I don't understand how that makes any sense.Vivid needs to take accountability for their mistake, and pay for the reissuing of these tickets.
Sincerely,
Timothy [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. We facilitate an independent and uniquely designed website that is not affiliated with the venue and provides full details of our operations on the FAQs portion of our site.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 event they were interested in, with the provided estimated In-Hand Date of 1/11/2018 for their event on 1/13/2018, they continued to the ticket listing page. The top of this page clarified, Note: Prices set by sellers, may be over face-value” and proceeded to the Login page. This page 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 $436.16 highlighted in bold text before any payment information was requested. 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 $436.16.” 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 the 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 which is disclosed throughout the purchase process. As such, the price per ticket goes to the seller, not Vivid Seats. The service fees assist in facilitating our operations which include, but is not limited to, maintaining an up-to-date and user-driven website, ensuring listings are valid and accurate, and maintaining a customer service department to assist customers with any questions they may have regarding their orders.In reference to the estimated In-Hand Date that was provided to our customer we would like to provide clarification. This date is selected by the seller, not Vivid Seats, and is typically based on the primary issuers release of the tickets; as we have no affiliation, this matter is outside of our purview. Nevertheless, as the date provided is typically the latest date the seller expects to have the tickets delivered, it is common for tickets to be delivered prior to this date. As such, our customer’s valid tickets were delivered to our customer on 10/3/3017 at 5:41 PM CST prior to their event on 1/13/2018.This is the first we are learning of our customer’s concerns as we have not spoken to them directly regarding this matter. As tickets were delivered prior to their event and they were sufficiently notified of the nature surrounding their purchase, we consider this matter closed. In our customer has any further questions regarding their order, we welcome them to contact us to further assist.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. As previously stated, we have contacted Mr [redacted] and as a one time courtesy provided his desired resolution. As such, we consider this matter resolved.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,
Brian [redacted]
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. 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. In regards to Ms. [redacted] statement about the ticket delivery, it should be noted that details regarding the expected in-hand date were shown at checkout, as well as in the email correspondence that Ms. [redacted] received shortly after she placed her order. Additionally, our 100% Buyer Guarantee promises that her tickets will be delivered in time for the event. We have been in contact with Ms. [redacted] regarding this issue and explained that we will provide the tickets as soon as they become available to the seller, which may be before the provided in-hand date. We have been in contact with Ms. [redacted] regarding this issue, and both parties have reached an amicable resolution. If Ms. [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for your response regarding this matter. Although our customer continues to press forward, we previously clarified that event dates are subject to change and are dependent upon the artist and primary issuer. As Vivid Seats is not affiliated with either, such matters are outside of our purview. Additionally, as we are not affiliated, we have no insight as to when an artist may reschedule their event. Our customer placed their order on 2/23/2017 and the event was later rescheduled by the artist, not Vivid Seats, in March.Although our customer has indicated that tickets were never sent, this is inaccurate. Our customer selected a ticket type known as Flash Seats when placing their order. These tickets were transferred on 3/7/17 for him to accept through their Flash Seats account. As we previously mentioned, we received a dispute 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. Any questions our customer has should be directed to the financial institution with which the dispute was filed. As we have adequately addressed our customer's concerns, and the tickets delivered on 3/7/2017 remain valid, we consider this matter closed.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for your response. As noted in our previous response, the Estimated Ship Date for the tickets Mr. [redacted] selected was 6/14/2016. This information was presented prior to checkout, and Mr. [redacted] confirmed that he had read and agreed to this information prior to completing his purchase. Additionally, our 100% Buyer Guarantee, presented on every page of our website and throughout the checkout process, ensures that tickets will arrive in time for the event. Mr. [redacted]'s tickets were sent to his email on 6/13/16, one day prior to the Estimated Ship Date to which he agreed, and six days prior to the event. As such, Vivid Seats maintains that Mr. [redacted] was not misled regarding any details of his purchase.Vivid Seats has fully adhered to our 100% Buyer Guarantee, and has addressed this matter in detail both through the Revdex.com, as well as through email correspondence with Mr. [redacted]. As noted, Mr. [redacted] has also filed a financial dispute regarding this transaction. Due to this dispute, we are not able to offer a resolution to this matter through the Revdex.com channel at this time. We encourage Mr. [redacted] to follow up with his financial institution with any questions about the outcome of this dispute. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. 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
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 his future event ticket needs. [redacted] has any further questions or concerns regarding this or any other order, we...
welcome him to contact a member of our customer service team.
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
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
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, 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. We appreciate the opportunity to address our fan seller'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. Vivid Seats is committed to a safe and secure customer experience where every buyer receives the exact, valid and authentic ticket in time to attend an event. Vivid Seats requires Sellers to also hold true to that same commitment. In our measures to maintain this high standard, we carefully screen each seller. As such, Vivid Seats reserves the right to limit or restrict sellers in its sole discretion. As all accounts created by this seller were removed, we consider this matter closed. If they have any additional concerns regarding selling on our site, we encourage them to contact Seller Services for more information.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]
(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!
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.In regards to Ms. [redacted]'s claim about the total charge, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket, 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. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. Since customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Ms. [redacted] regarding this issue, addressed her concerns and in the interest of customer service offered a resolution, which she accepted. As such, we consider this matter resolved and 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. We want to note that while we dispute some of Mr. [redacted] assertions regarding the underlying facts related to his sale on our marketplace, we have discussed this matter with Mr. [redacted] prior to receiving this complaint and have reached a resolution suitable for both...
parties. Regards, Vivid Seats
Thank you for your response. Vivid Seats maintains that the transparency of our checkout process fully allows every customer to view all order details, including a breakdown of all prices, prior to completing their order. In addition to this current claim, our customer has also indicated having difficulties contacting us to discuss his order; however, it should be noted that we have had multiple conversations with our customer via phone, email, and our Live Chat application to discuss his order. As we have thoroughly addressed all of Mr. [redacted] concerns, we consider this matter to be closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:the tickets were not delivered to meYes, from what I understand they were delivered to "someone".Now, as a result of their 3rd party vendor sending them and "allowing" someone other than myself to sign for these tickets, I am now responsible for reissuing these tickets??? I don't understand how that makes any sense.Vivid needs to take accountability for their mistake, and pay for the reissuing of these tickets.
Sincerely,
Timothy [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. We facilitate an independent and uniquely designed website that is not affiliated with the venue and provides full details of our operations on the FAQs portion of our site.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 event they were interested in, with the provided estimated In-Hand Date of 1/11/2018 for their event on 1/13/2018, they continued to the ticket listing page. The top of this page clarified, Note: Prices set by sellers, may be over face-value” and proceeded to the Login page. This page 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 $436.16 highlighted in bold text before any payment information was requested. 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 $436.16.” 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 the 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 which is disclosed throughout the purchase process. As such, the price per ticket goes to the seller, not Vivid Seats. The service fees assist in facilitating our operations which include, but is not limited to, maintaining an up-to-date and user-driven website, ensuring listings are valid and accurate, and maintaining a customer service department to assist customers with any questions they may have regarding their orders.In reference to the estimated In-Hand Date that was provided to our customer we would like to provide clarification. This date is selected by the seller, not Vivid Seats, and is typically based on the primary issuers release of the tickets; as we have no affiliation, this matter is outside of our purview. Nevertheless, as the date provided is typically the latest date the seller expects to have the tickets delivered, it is common for tickets to be delivered prior to this date. As such, our customer’s valid tickets were delivered to our customer on 10/3/3017 at 5:41 PM CST prior to their event on 1/13/2018.This is the first we are learning of our customer’s concerns as we have not spoken to them directly regarding this matter. As tickets were delivered prior to their event and they were sufficiently notified of the nature surrounding their purchase, we consider this matter closed. In our customer has any further questions regarding their order, we welcome them to contact us to further assist.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. As previously stated, we have contacted Mr [redacted] and as a one time courtesy provided his desired resolution. As such, we consider this matter resolved.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,
Brian [redacted]
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. 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. In regards to Ms. [redacted] statement about the ticket delivery, it should be noted that details regarding the expected in-hand date were shown at checkout, as well as in the email correspondence that Ms. [redacted] received shortly after she placed her order. Additionally, our 100% Buyer Guarantee promises that her tickets will be delivered in time for the event. We have been in contact with Ms. [redacted] regarding this issue and explained that we will provide the tickets as soon as they become available to the seller, which may be before the provided in-hand date. We have been in contact with Ms. [redacted] regarding this issue, and both parties have reached an amicable resolution. If Ms. [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for your response regarding this matter. Although our customer continues to press forward, we previously clarified that event dates are subject to change and are dependent upon the artist and primary issuer. As Vivid Seats is not affiliated with either, such matters are outside of our purview. Additionally, as we are not affiliated, we have no insight as to when an artist may reschedule their event. Our customer placed their order on 2/23/2017 and the event was later rescheduled by the artist, not Vivid Seats, in March.Although our customer has indicated that tickets were never sent, this is inaccurate. Our customer selected a ticket type known as Flash Seats when placing their order. These tickets were transferred on 3/7/17 for him to accept through their Flash Seats account. As we previously mentioned, we received a dispute 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. Any questions our customer has should be directed to the financial institution with which the dispute was filed. As we have adequately addressed our customer's concerns, and the tickets delivered on 3/7/2017 remain valid, we consider this matter closed.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]