Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they were interested in for Dear Evan Hansen at the Music Box Theatre in New York, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $840.21 highlighted in bold text. This breakdown was fully disclosed before our customer was asked to enter any payment information. As our site is user-driven, no order can be placed without the customer having been displayed all order details. Next, 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 $840.21.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter and provided additional itemized breakdowns for our customer. Additionally, our customer’s valid tickets were delivered on 6/15/2017 prior to their event on 8/1/2017. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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.All promotional codes must be entered at the time of purchase for the discount to be applied. As our customer provided documentation regarding the referred to offer, we have contacted Ms. [redacted] and reached an amicable resolution for both parties. As such, we consider this matter resolved and encourage our customer to contact us with any additional concerns she may have. 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
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 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.Mr. [redacted] stated that he did not receive his ticket via email; this is inaccurate. When Mr. [redacted] placed his order on 2/6/2017 he was notified that the expected delivery date was 3/23/2017. Mr. [redacted]’s valid tickets we delivered via email, ahead of the estimated date provided, on 3/20/2017. As Mr. [redacted]’s event date approached, we delivered two courtesy emails to Mr. [redacted] as a reminder to download and print his tickets; this was done on 3/24/2017 and again on 3/25/2017. These three emails all stated that tickets must be printed stating, “Please note: You must print out the PDF document to gain entry. This email is not a ticket for entry into your event.” Below additional information regarding his tickets, Mr. [redacted] was displayed a large red button that stated, “Review & Print Now.”As Vivid Seats has no affiliation with the official venue, we are unable to ensure customers that they will be willing to scan e-tickets on a mobile device. As such, we sufficiently notify customers that they must print out their tickets to guarantee entry. Prior to receiving this claim we discussed this matter thoroughly with Mr. [redacted]. At this time, although he received valid tickets prior to his event, we offered a courtesy resolution in the interest of customer service. Mr. [redacted] declined this offer and as such, we consider this matter closed. If Mr. [redacted] has additional concerns regarding his order, we encourage him to contact our customer service team so that they may be addressed.Regards,Vivid Seats
Thank you for reaching out to us and bringing this matter to our attention. At Vivid Seats, we value our customers and would like to take the time to address Ms. [redacted]’s concerns. It should be noted that Vivid Seats is an online resale marketplace, which means that we do not own or generate...
tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” On 1/21/16, Ms. [redacted] purchased tickets to see [redacted] on 3/23/16. This event was later rescheduled by the artist and/or venue for 9/4/16. On 3/7/16, we contacted Ms. [redacted] to inform her of this date change. She has since indicated that she would no longer be able to attend, to which it should be noted that Ms. [redacted] is not due to receive a refund for this rescheduled event per the policy agreed to prior to checkout. As stated in the Sales Terms and Conditions to which Ms. [redacted] agreed, "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." 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).”Ms. [redacted]'s valid, authentic tickets were delivered to her by email moments after she submitted her order, and she has since downloaded them. The tickets remained valid for entry to the rescheduled date of the event. Therefore, Vivid Seats has acted in full accordance with our 100% Buyer Guarantee. It should also be noted that in addition to this current claim, Ms. [redacted] has filed a dispute with her financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter at this time, and encourage Ms. [redacted] to follow up with her financial institution with any questions regarding the outcome of the dispute. At this time, we consider this matter resolved.Regards,Vivid Seats
Complaint: 12221876
I am rejecting this response because:They still have not provided an answer to why the tickets were canceled and they didn't provide myself any lead time to replace said tickets.
Sincerely,
John [redacted]
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 your response regarding Mr. [redacted]’ concerns. Mr. [redacted] has stated he believes Vivid Seats uses pop up web browsers to allow customers to review their order details; this is not accurate. As we previously stated, our four-screen checkout process--throughout which all prices, fees, other details, and the total for Mr. [redacted]’ order were shown--was sufficient opportunity for Mr. [redacted] to review this information. After being shown this information, Mr. [redacted] proceeded to enter his payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted his order. As Vivid Seats has fully adhered to our Sales Terms and Conditions, to which Mr. [redacted] agreed prior to checkout, we maintain that Mr. [redacted] is not due to receive a refund. Vivid Seats has sufficiently addressed Mr. [redacted]’ concerns in detail and have acted to clarify Mr. [redacted]’ concerns to the best of our ability. As such, we consider this matter closed. 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
Complaint: 12354153
I am rejecting this response because:The details of my order showed extra handling costs before I ordered the tickets, but nowhere did the face value of $48.50 show until I completed the order and ran off the tickets. I was mislead to believe the face value was $80.00. The amount of $48.50 should have been showen before the order was completed. I then could have decided if I really wanted these tickets at this ridiculous high price. I don't care if Vivid Seats is buying tickets from a middle man, the face value should be shown up-front before the order is completed not after, so the consumer can decide if he or she wants the product.
Sincerely,
Terry [redacted]
Complaint: [redacted]
I am rejecting this response because:
The business never offered a resolution for the incident. I was never able to speak with a live person only talk via the online chat. I was only told I would be contacted by someone before the event. The event stared at 6pm and they called at 2:30 left a brief message, returned call only to left in a recording loop that said resolution was resolved. At no time did I speak with a live person nor was a offered a resolution. The companies resolution was, to bad those are close enough to what you ordered.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us, 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 reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our process.As Mr. [redacted] has stated, he selected a listing which was labeled, “Section: L2, Row: 4, Notes: VIP Area/Club/Lounge access included” for his event on [redacted]. Mr. [redacted] later contacted us after his event regarding the VIP access claiming he was not able to access this amenity. We take such claims seriously and acted quickly and thoroughly to investigate this matter. During this investigation we received documentation from the venue stating that the Stella Artois Lounge was available before, during, and after the concert. The venue further notified us that no individual was denied access into this lounge either and no additional material (ex: a sticker or bracelet) was necessary to gain admission. As Vivid Seats has no affiliation with the venue, wait times into this lounge are outside of our purview.As Mr. [redacted] stated, prior to receiving this claim we discussed this matter with him. At this time, we offered him a courtesy resolution in the interest of customer service. However, Mr. [redacted] declined this offer. As such, we consider this matter closed. Should Mr. [redacted] like to discuss this matter, or accept the offered resolution, we encourage him to contact our customer service department.Regards,Vivid Seats
Although Mr. ** continues to press forward on this matter, we have documented communication with this customer from phone calls to live chat inquiries about our sales terms and conditions. We have addressed Mr. **'s concerns in each of these instances. If Mr. ** has any additional questions, we encourage him to contact us directly. As it stands, we consider this issue closed. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. 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 reaching out to us regarding this matter. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of...
successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.During this investigation, we received documentation verifying that Ms. [redacted] ticket was valid. Nevertheless, as a courtesy we have been in contact with Ms. [redacted] and have reached an amicable resolution. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding her order, we welcome her to contact us. Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/05/21) */
We are sorry to hear about Mr.[redacted] dissatisfaction, but appreciate this opportunity to address his concerns. Mr. [redacted] sold tickets on Vivid Seats on 5/16/15 and he will be paid $216.00 in the coming days. The terms he agreed to when he...
created his listing clearly stated that he would be paid after delivery of the tickets. This was stated on the very first page of the ticket listing process, where it reads "You will be paid 7 days after confirmation that our buyer received their tickets." (http://www.vividseats.com/sell/overview.html)
Mr. [redacted] will be paid per the terms he agreed to at the time he created his listing. His desired resolution for free Super Bowl Tickets is without basis, and will not be met. We consider this matter closed.
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they were interested in for Dear Evan Hansen at the Music Box Theatre in New York, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $840.21 highlighted in bold text. This breakdown was fully disclosed before our customer was asked to enter any payment information. As our site is user-driven, no order can be placed without the customer having been displayed all order details. Next, 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 $840.21.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter and provided additional itemized breakdowns for our customer. Additionally, our customer’s valid tickets were delivered on 6/15/2017 prior to their event on 8/1/2017. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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.All promotional codes must be entered at the time of purchase for the discount to be applied. As our customer provided documentation regarding the referred to offer, we have contacted Ms. [redacted] and reached an amicable resolution for both parties. As such, we consider this matter resolved and encourage our customer to contact us with any additional concerns she may have. 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
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 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.Mr. [redacted] stated that he did not receive his ticket via email; this is inaccurate. When Mr. [redacted] placed his order on 2/6/2017 he was notified that the expected delivery date was 3/23/2017. Mr. [redacted]’s valid tickets we delivered via email, ahead of the estimated date provided, on 3/20/2017. As Mr. [redacted]’s event date approached, we delivered two courtesy emails to Mr. [redacted] as a reminder to download and print his tickets; this was done on 3/24/2017 and again on 3/25/2017. These three emails all stated that tickets must be printed stating, “Please note: You must print out the PDF document to gain entry. This email is not a ticket for entry into your event.” Below additional information regarding his tickets, Mr. [redacted] was displayed a large red button that stated, “Review & Print Now.”As Vivid Seats has no affiliation with the official venue, we are unable to ensure customers that they will be willing to scan e-tickets on a mobile device. As such, we sufficiently notify customers that they must print out their tickets to guarantee entry. Prior to receiving this claim we discussed this matter thoroughly with Mr. [redacted]. At this time, although he received valid tickets prior to his event, we offered a courtesy resolution in the interest of customer service. Mr. [redacted] declined this offer and as such, we consider this matter closed. If Mr. [redacted] has additional concerns regarding his order, we encourage him to contact our customer service team so that they may be addressed.Regards,Vivid Seats
Thank you for reaching out to us and bringing this matter to our attention. At Vivid Seats, we value our customers and would like to take the time to address Ms. [redacted]’s concerns. It should be noted that Vivid Seats is an online resale marketplace, which means that we do not own or generate...
tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. This fact is noted on every ticket and checkout page and at the top of our homepage with the statement: “We are a resale marketplace. Prices may exceed face value. This site is not owned by any venue.” On 1/21/16, Ms. [redacted] purchased tickets to see [redacted] on 3/23/16. This event was later rescheduled by the artist and/or venue for 9/4/16. On 3/7/16, we contacted Ms. [redacted] to inform her of this date change. She has since indicated that she would no longer be able to attend, to which it should be noted that Ms. [redacted] is not due to receive a refund for this rescheduled event per the policy agreed to prior to checkout. As stated in the Sales Terms and Conditions to which Ms. [redacted] agreed, "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." 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).”Ms. [redacted]'s valid, authentic tickets were delivered to her by email moments after she submitted her order, and she has since downloaded them. The tickets remained valid for entry to the rescheduled date of the event. Therefore, Vivid Seats has acted in full accordance with our 100% Buyer Guarantee. It should also be noted that in addition to this current claim, Ms. [redacted] has filed a dispute with her financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter at this time, and encourage Ms. [redacted] to follow up with her financial institution with any questions regarding the outcome of the dispute. At this time, we consider this matter resolved.Regards,Vivid Seats
Complaint: 12221876
I am rejecting this response because:They still have not provided an answer to why the tickets were canceled and they didn't provide myself any lead time to replace said tickets.
Sincerely,
John [redacted]
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 your response regarding Mr. [redacted]’ concerns. Mr. [redacted] has stated he believes Vivid Seats uses pop up web browsers to allow customers to review their order details; this is not accurate. As we previously stated, our four-screen checkout process--throughout which all prices, fees, other details, and the total for Mr. [redacted]’ order were shown--was sufficient opportunity for Mr. [redacted] to review this information. After being shown this information, Mr. [redacted] proceeded to enter his payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted his order. As Vivid Seats has fully adhered to our Sales Terms and Conditions, to which Mr. [redacted] agreed prior to checkout, we maintain that Mr. [redacted] is not due to receive a refund. Vivid Seats has sufficiently addressed Mr. [redacted]’ concerns in detail and have acted to clarify Mr. [redacted]’ concerns to the best of our ability. As such, we consider this matter closed. 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
Complaint: 12354153
I am rejecting this response because:The details of my order showed extra handling costs before I ordered the tickets, but nowhere did the face value of $48.50 show until I completed the order and ran off the tickets. I was mislead to believe the face value was $80.00. The amount of $48.50 should have been showen before the order was completed. I then could have decided if I really wanted these tickets at this ridiculous high price. I don't care if Vivid Seats is buying tickets from a middle man, the face value should be shown up-front before the order is completed not after, so the consumer can decide if he or she wants the product.
Sincerely,
Terry [redacted]
Complaint: [redacted]
I am rejecting this response because:
The business never offered a resolution for the incident. I was never able to speak with a live person only talk via the online chat. I was only told I would be contacted by someone before the event. The event stared at 6pm and they called at 2:30 left a brief message, returned call only to left in a recording loop that said resolution was resolved. At no time did I speak with a live person nor was a offered a resolution. The companies resolution was, to bad those are close enough to what you ordered.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us, 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 reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our process.As Mr. [redacted] has stated, he selected a listing which was labeled, “Section: L2, Row: 4, Notes: VIP Area/Club/Lounge access included” for his event on [redacted]. Mr. [redacted] later contacted us after his event regarding the VIP access claiming he was not able to access this amenity. We take such claims seriously and acted quickly and thoroughly to investigate this matter. During this investigation we received documentation from the venue stating that the Stella Artois Lounge was available before, during, and after the concert. The venue further notified us that no individual was denied access into this lounge either and no additional material (ex: a sticker or bracelet) was necessary to gain admission. As Vivid Seats has no affiliation with the venue, wait times into this lounge are outside of our purview.As Mr. [redacted] stated, prior to receiving this claim we discussed this matter with him. At this time, we offered him a courtesy resolution in the interest of customer service. However, Mr. [redacted] declined this offer. As such, we consider this matter closed. Should Mr. [redacted] like to discuss this matter, or accept the offered resolution, we encourage him to contact our customer service department.Regards,Vivid Seats
Although Mr. ** continues to press forward on this matter, we have documented communication with this customer from phone calls to live chat inquiries about our sales terms and conditions. We have addressed Mr. **'s concerns in each of these instances. If Mr. ** has any additional questions, we encourage him to contact us directly. As it stands, we consider this issue closed. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. 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
Complaint: [redacted]
I am rejecting this response because:I want a refund.
Sincerely,
Lacey [redacted]
Thank you for reaching out to us regarding this matter. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of...
successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.During this investigation, we received documentation verifying that Ms. [redacted] ticket was valid. Nevertheless, as a courtesy we have been in contact with Ms. [redacted] and have reached an amicable resolution. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding her order, we welcome her to contact us. Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/05/21) */
We are sorry to hear about Mr.[redacted] dissatisfaction, but appreciate this opportunity to address his concerns. Mr. [redacted] sold tickets on Vivid Seats on 5/16/15 and he will be paid $216.00 in the coming days. The terms he agreed to when he...
created his listing clearly stated that he would be paid after delivery of the tickets. This was stated on the very first page of the ticket listing process, where it reads "You will be paid 7 days after confirmation that our buyer received their tickets." (http://www.vividseats.com/sell/overview.html)
Mr. [redacted] will be paid per the terms he agreed to at the time he created his listing. His desired resolution for free Super Bowl Tickets is without basis, and will not be met. We consider this matter closed.