Thank you for getting back to usAlthough Ms [redacted] continues to press forward with this matter, we are not, due to the nature of our business, able to offer refunds once a sale has been completedTherefore, we must enforce our “all sales are final” policy that was agreed to by the purchaser prior to checkoutAs indicated in our previous response, the tickets Ms [redacted] and the purchaser elected to purchase were provided as described in the listing.In regards to Ms [redacted] 's claim that a shipping error occurred, it should be noted that we communicated promptly and continuously with the purchaser regarding the delivery processTherefore, we have acted in full accordance with our Sales Terms and Conditions which were agreed to by the purchaser prior to checkout, and which state that the customer will receive the tickets in time for the event.Due to the transparency of our checkout process, we maintain that Ms [redacted] and the purchaser were not misled regarding the nature of their ticketsAs they were valid for entry and the complainants used the tickets to attend the event, we are unable to cancel or refund the orderAlthough not required by our terms and conditions to do so, we did offer a resolution to this matter, which was refused by Ms [redacted] If Ms [redacted] has any additional concerns or would like to accept the resolution offered, we encourage her to reach out to our management team directly through the correspondence provided to herAs it stands, we consider this matter closedRegards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: From: [redacted] [mailto: [redacted] @gmail.com] Sent: Friday, December 23, 5:PM To: Customer Relations Subject: ID [redacted] They said they tried to contact me and they didn't -- [redacted] ***- [redacted] Sincerely, [redacted] ***
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 processThis process provides customers with multiple opportunities to review the details of their orderOnce customers select the tickets they are interested in for [redacted] , they continue to the Login page which displays a detailed order summary on the right sideAfter 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 $highlighted in bold textAt 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 checkoutOur 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 finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $600.00.” Our customer then proceeded to select Place Order at which time their order was complete.Our customer confirmed to receive their tickets via electronic transferTheir valid, electronic tickets were sent via mobile transfer on 10/21/for our customer to accept and display on a mobile device for their event that is scheduled to take place on 12/31/It should be noted, however, that upon receiving this ticket transfer notification, our customer declined the ticket transferThis action did not reject the order that was placed on our website, as our customer’s order has already been confirmed; rather, it rejected our customer’s ticket offerAs a courtesy, the electronic ticket offer was resent to our customer via email for them to accept.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 holdersThe 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 demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis 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 with our customerAs all order details were sufficiently displayed prior to placing their order, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: this company supports predatory sales practicesLook at the number of complaints against them for exactly this same issuePlease help the people being prayed upon by this companyI just wasn't a refundPlease advise what additional documentation you need from me Sincerely, [redacted] ***
Vivid Seats appreciates the opportunity to address Ms [redacted] concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a safe and transparent checkout process.Ms [redacted] has notified us through this complaint that there was an unauthorized charge on her credit card, something we take very seriously and about which we were not aware of beforeWe have a team of dedicated fraud prevention specialists who have reviewed her order and refunded her consistent with our policy to ensure that our customers are not liable for fraudulent purchases If Ms [redacted] has additional questions, we welcome her to contact a member of our customer service team
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their event details, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderThe event location and date were reiterated for Ms [redacted] on the event listing, ticket listing, Login, and Place Order page prior to confirming her purchaseNevertheless, prior to receiving this claim, we have attempted to contact Ms [redacted] to offer a one-time courtesy resolution which we believe will be an amicable resolution for both partiesWe have been unsuccessful in reaching Ms [redacted] and encourage her to contact us to discuss this resolution with a customer service manager.Regards,Vivid Seats
We appreciate the opportunity to address Ms [redacted] concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms [redacted] claims that she did not receive the correct tickets that she requestedHowever, this is inaccurate; when Ms [redacted] selected tickets to her event; she chose tickets marked for November 29, Our system is unable to switch the dates while you are looking at tickets within a specific event and is manually selected by the customer before checking outIf you were looking at tickets for November 28th there would have been no way for our system to then switch to November 29th.Our customers purchase tickets listed by individual sellers, so we are unable to offer refunds and must enforce an “all sales are final” policy—a standard policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html)Meanwhile, our checkout page displays the following message 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 ticketsAll prices in U.SDollarsAll sales are final."" This notice is then followed by the order total, listed in bolded textThese messages would have been clearly visible to Ms [redacted] before she submitted her information and finalized the order.We show that Ms [redacted] had successfully listed these tickets for resale on our marketplace but it has since removedWe hope that Ms [redacted] was able to rectify her situationIf Ms [redacted] would like to speak about this order further we welcome her to contact a member of our customer service teamAs it stands, we consider this matter closed
Thank you for bringing this matter to our attentionVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsWe’d like to address the concerns regarding Mr [redacted] claim that his tickets were not valid upon entry[redacted] has made a serious claim and we have conducted a thorough investigation that included speaking to [redacted] and the seller, providing each of them the opportunity to provide evidenceIn this case, [redacted] did not provided evidence that the tickets were invalidThe seller did provide proof that the tickets were indeed validWhile we cannot state definitively what occurred, the issue did not arise due to invalid tickets.Despite no wrongdoing on our part, we contacted [redacted] to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience [redacted] declined our offerWe are not able to fulfill Mr [redacted] desired resolution per the information we received and we consider this matter closedIf [redacted] would like to speak about this further, we encourage her to reach out to us and ask to speak to a member of our management team
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] and we have reached an amicable resolutionWe did want to take time to address her concerns.On 9/16/15, Ms [redacted] purchased tickets to see Janet Jackson on 5/24/This event was later postponed by the artist and/or venue for a later dateIt should be noted that Ms [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkoutThis policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attendIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service teamRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms**We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 processThis process provides customers with multiple opportunities to review the details of their orderAdditionally, our site is completely user-drivenThis means that all order details, including the listing selected, is either selected or inputted by the customer, not Vivid SeatsWhen Ms [redacted] viewed listings on our site for Kentucky Derby, she selected a listing labeled as “Section: GARow: GA.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes; this is a common occurrence in the primary and secondary marketGeneral Admission tickets are commonly refers to standing areas that do not reserve seatingThese tickets do not have pre-assigned seating arrangementsAfter Ms [redacted] selected this listing, she was brought to the Login pageThis page displays a detailed order summary on the right side and reiterated the section and row for Ms**After Ms [redacted] entered an email address to create an account, she then navigate to the Checkout page, which features an even more in-depth order summary that displayed the quantity and location of tickets, delivery and service fees, and the total charge in bold textAt this point, Ms [redacted] was 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 checkoutOur 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 ticketsAll prices in US DollarsAll sales are final.” Directly above the Place Order button, Ms**’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $613.05.” Ms [redacted] then proceeded to select Place Order at which time her 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Although Ms [redacted] has indicated a discrepancy between her order summary email and the tickets she received; this is inaccurateThe order summary Ms [redacted] received after placing her order clearly states Section: GARow: GA, the same location which she selected during the checkout processThe tickets Ms [redacted] received shortly after placing her order on 4/3/clearly state Section: GARow: GAThe number six included in the row is provided by the primary issuer for their inventory purposesThis information was thoroughly discussed with Ms [redacted] prior to receiving this claim.As Ms [redacted] received the exact tickets she selected during checkout and we have adequately addressed her concerns, we consider this matter closedIf Ms [redacted] has further concerns pertaining to her order, we encourage her to contact our customer service department to provide assistance.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Mr [redacted] At Vivid Seats, we appreciate the opportunity to address this matterWe operate on the secondary market and maintain one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Mr [redacted] has claimed that his total charge was difficult to see on our checkout page; however, it must be noted that this is inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of all fees associated with their order, as well as the total price, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter 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 summaryMr [redacted] was shown both the quantity and price of the tickets, delivery and service fees, as well as the total charge highlighted in bold, red textAs 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 holdersSince customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis 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 ticketsAll prices in US DollarsAll sales are final." These messages were clearly visible to Mr [redacted] during the purchase process.Mr [redacted] 's valid, authentic tickets were delivered moments after he submitted his orderAs such, Vivid Seats has acted in full accordance with our 100% Buyer GuaranteeIn addition, we have reached out to Mr [redacted] and provided a courtesy resolution to this matter that was amicable to both partiesIf Mr [redacted] has any further questions concerning this order, we encourage him to reach out to a member of our customer service teamAt this time, this matter has been resolved.Regards,Vivid Seats
Thank you for bringing this matter to our attentionVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsWe'd like to address the concerns regarding [redacted] claim that her daughter was not permitted to sit in the seats she purchased because another party was occupying them [redacted] has made a serious claim and we have conducted a thorough investigation that included speaking to [redacted] daughter, who was the attendee, and the seller, providing each of them the opportunity to provide evidenceIn this case, [redacted] and her daughter did not provided evidence that the tickets were invalidIn fact, she was allowed into the event, which confirms that they were not "fake" ticketsWhile we cannot state definitively what occurred, the seating issue did not arise due to invalid tickets and it appears as if the venue made an error Despite no wrongdoing on our part, we contacted [redacted] daughter to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience, and came to a mutual resolution [redacted] then contacted us saying this was unacceptable to herWe have done this as a courtesy, as there was no evidence that these tickets were invalid, as stated aboveIf [redacted] would like to speak about this further, we encourage her to reach out to us and ask to speak to a member of our management team
Complaint: I am rejecting this response because: I did finalize the sale as described and if what they described and is a "firm" policy then the business would not have told me I would only be required to pay a service feeThey were not in contact with me and left several voicemails which I returned only to be disconnected as their system didn't recognize the transaction I allegedly madeRegardless of the price of the ticket, I was about purchase these ticketes, accepted the terms but closed out of the websiteOn a sidebar, it's a shame how we allow ticket scalping and call it handling Sincerely, Chris [redacted]
Thank you for reaching out to us regarding this issueVivid Seats takes unauthorized activity claims very seriously and has a separate department that can evaluate such issuesWe determined that there was no indication that this was an unauthorized transactionHowever, because customer service is important to us, Vivid Seats has been in contact with Ms [redacted] , and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf 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 teamRegards,Vivid Seats
Thank you for reaching out to us in relation to this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible serviceTo maintain this high standard, sellers on our site are required to adhere to the Seller Terms and Conditions presented, and agreed-to, prior to listing ticketsThe Seller Terms which were agreed to clearly state that a violation of the terms may result in Vivid Seats restricting a Seller's listing in any way, deny access to the Vivid Seats Marketplace, suspend or terminate a Seller account, and cancel pending transactions or paymentsThe fan seller listed tickets for an event and this listing later sold on 1/22/at 7:AM CSTAt this time, the fan seller was immediately notified of the sale and asked to either confirm or reject the saleThe Seller Terms clarify, "Upon receipt of an order, you must confirm or reject the order immediately." The following day, on 1/23/at approximately 7:AM CST, the seller had not yet confirmed or rejected the order and therefore the sale was cancelled for the seller and penalties in accordance with the Seller Terms were appliedIf our seller has any questions regarding this, we encourage them to contact us directlyAt this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to usWhile we would like to address Ms [redacted] concerns, with the information provided we are currently unable to locate her orderWe request that an order number be provided or Ms [redacted] review her account statement to ensure this order was placed with Vivid Seats.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 concernsOn 03/01/2016, Mr [redacted] purchased tickets to see AC/DC on 03/11/This event was later postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Mr [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkout This policy is in place with the goal of ensuring that the customer can attend the event they originally selectedIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we resolved this matter with Mr [redacted] and hope he will consider Vivid Seats for his future event ticket needsIf 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 teamRegards,Vivid Seats
[redacted] Complaint: [redacted] I am rejecting this response because: I have contacted their customer service department, with no return contact.I did not get the tickets I ordered They lie Sincerely, [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr [redacted] 's statement about the service fees, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll 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 demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats.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 validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Mr [redacted] regarding his concerns and have reached an amicable resolution at this timeOur management team is available to handle any additional concerns that Mr [redacted] may have; as it presently stands, we consider this matter resolvedRegards,Vivid Seats
Thank you for getting back to us regarding this issueWhile Mr [redacted] continues to press forward with this issue, as we previously stated, we do clearly state “All prices in US DollarsAll sales are final.” in bolded text above the place order button before agreeing to the purchaseDue to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestIf Mr [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service departmentAs it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for getting back to usAlthough Ms [redacted] continues to press forward with this matter, we are not, due to the nature of our business, able to offer refunds once a sale has been completedTherefore, we must enforce our “all sales are final” policy that was agreed to by the purchaser prior to checkoutAs indicated in our previous response, the tickets Ms [redacted] and the purchaser elected to purchase were provided as described in the listing.In regards to Ms [redacted] 's claim that a shipping error occurred, it should be noted that we communicated promptly and continuously with the purchaser regarding the delivery processTherefore, we have acted in full accordance with our Sales Terms and Conditions which were agreed to by the purchaser prior to checkout, and which state that the customer will receive the tickets in time for the event.Due to the transparency of our checkout process, we maintain that Ms [redacted] and the purchaser were not misled regarding the nature of their ticketsAs they were valid for entry and the complainants used the tickets to attend the event, we are unable to cancel or refund the orderAlthough not required by our terms and conditions to do so, we did offer a resolution to this matter, which was refused by Ms [redacted] If Ms [redacted] has any additional concerns or would like to accept the resolution offered, we encourage her to reach out to our management team directly through the correspondence provided to herAs it stands, we consider this matter closedRegards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: From: [redacted] [mailto: [redacted] @gmail.com] Sent: Friday, December 23, 5:PM To: Customer Relations Subject: ID [redacted] They said they tried to contact me and they didn't -- [redacted] ***- [redacted] Sincerely, [redacted] ***
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 processThis process provides customers with multiple opportunities to review the details of their orderOnce customers select the tickets they are interested in for [redacted] , they continue to the Login page which displays a detailed order summary on the right sideAfter 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 $highlighted in bold textAt 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 checkoutOur 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 finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $600.00.” Our customer then proceeded to select Place Order at which time their order was complete.Our customer confirmed to receive their tickets via electronic transferTheir valid, electronic tickets were sent via mobile transfer on 10/21/for our customer to accept and display on a mobile device for their event that is scheduled to take place on 12/31/It should be noted, however, that upon receiving this ticket transfer notification, our customer declined the ticket transferThis action did not reject the order that was placed on our website, as our customer’s order has already been confirmed; rather, it rejected our customer’s ticket offerAs a courtesy, the electronic ticket offer was resent to our customer via email for them to accept.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 holdersThe 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 demandThis fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis 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 with our customerAs all order details were sufficiently displayed prior to placing their order, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: this company supports predatory sales practicesLook at the number of complaints against them for exactly this same issuePlease help the people being prayed upon by this companyI just wasn't a refundPlease advise what additional documentation you need from me Sincerely, [redacted] ***
Vivid Seats appreciates the opportunity to address Ms [redacted] concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a safe and transparent checkout process.Ms [redacted] has notified us through this complaint that there was an unauthorized charge on her credit card, something we take very seriously and about which we were not aware of beforeWe have a team of dedicated fraud prevention specialists who have reviewed her order and refunded her consistent with our policy to ensure that our customers are not liable for fraudulent purchases If Ms [redacted] has additional questions, we welcome her to contact a member of our customer service team
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their event details, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderThe event location and date were reiterated for Ms [redacted] on the event listing, ticket listing, Login, and Place Order page prior to confirming her purchaseNevertheless, prior to receiving this claim, we have attempted to contact Ms [redacted] to offer a one-time courtesy resolution which we believe will be an amicable resolution for both partiesWe have been unsuccessful in reaching Ms [redacted] and encourage her to contact us to discuss this resolution with a customer service manager.Regards,Vivid Seats
We appreciate the opportunity to address Ms [redacted] concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms [redacted] claims that she did not receive the correct tickets that she requestedHowever, this is inaccurate; when Ms [redacted] selected tickets to her event; she chose tickets marked for November 29, Our system is unable to switch the dates while you are looking at tickets within a specific event and is manually selected by the customer before checking outIf you were looking at tickets for November 28th there would have been no way for our system to then switch to November 29th.Our customers purchase tickets listed by individual sellers, so we are unable to offer refunds and must enforce an “all sales are final” policy—a standard policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html)Meanwhile, our checkout page displays the following message 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 ticketsAll prices in U.SDollarsAll sales are final."" This notice is then followed by the order total, listed in bolded textThese messages would have been clearly visible to Ms [redacted] before she submitted her information and finalized the order.We show that Ms [redacted] had successfully listed these tickets for resale on our marketplace but it has since removedWe hope that Ms [redacted] was able to rectify her situationIf Ms [redacted] would like to speak about this order further we welcome her to contact a member of our customer service teamAs it stands, we consider this matter closed
Thank you for bringing this matter to our attentionVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsWe’d like to address the concerns regarding Mr [redacted] claim that his tickets were not valid upon entry[redacted] has made a serious claim and we have conducted a thorough investigation that included speaking to [redacted] and the seller, providing each of them the opportunity to provide evidenceIn this case, [redacted] did not provided evidence that the tickets were invalidThe seller did provide proof that the tickets were indeed validWhile we cannot state definitively what occurred, the issue did not arise due to invalid tickets.Despite no wrongdoing on our part, we contacted [redacted] to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience [redacted] declined our offerWe are not able to fulfill Mr [redacted] desired resolution per the information we received and we consider this matter closedIf [redacted] would like to speak about this further, we encourage her to reach out to us and ask to speak to a member of our management team
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] and we have reached an amicable resolutionWe did want to take time to address her concerns.On 9/16/15, Ms [redacted] purchased tickets to see Janet Jackson on 5/24/This event was later postponed by the artist and/or venue for a later dateIt should be noted that Ms [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkoutThis policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attendIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service teamRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms**We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 processThis process provides customers with multiple opportunities to review the details of their orderAdditionally, our site is completely user-drivenThis means that all order details, including the listing selected, is either selected or inputted by the customer, not Vivid SeatsWhen Ms [redacted] viewed listings on our site for Kentucky Derby, she selected a listing labeled as “Section: GARow: GA.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes; this is a common occurrence in the primary and secondary marketGeneral Admission tickets are commonly refers to standing areas that do not reserve seatingThese tickets do not have pre-assigned seating arrangementsAfter Ms [redacted] selected this listing, she was brought to the Login pageThis page displays a detailed order summary on the right side and reiterated the section and row for Ms**After Ms [redacted] entered an email address to create an account, she then navigate to the Checkout page, which features an even more in-depth order summary that displayed the quantity and location of tickets, delivery and service fees, and the total charge in bold textAt this point, Ms [redacted] was 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 checkoutOur 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 ticketsAll prices in US DollarsAll sales are final.” Directly above the Place Order button, Ms**’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $613.05.” Ms [redacted] then proceeded to select Place Order at which time her 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Although Ms [redacted] has indicated a discrepancy between her order summary email and the tickets she received; this is inaccurateThe order summary Ms [redacted] received after placing her order clearly states Section: GARow: GA, the same location which she selected during the checkout processThe tickets Ms [redacted] received shortly after placing her order on 4/3/clearly state Section: GARow: GAThe number six included in the row is provided by the primary issuer for their inventory purposesThis information was thoroughly discussed with Ms [redacted] prior to receiving this claim.As Ms [redacted] received the exact tickets she selected during checkout and we have adequately addressed her concerns, we consider this matter closedIf Ms [redacted] has further concerns pertaining to her order, we encourage her to contact our customer service department to provide assistance.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Mr [redacted] At Vivid Seats, we appreciate the opportunity to address this matterWe operate on the secondary market and maintain one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Mr [redacted] has claimed that his total charge was difficult to see on our checkout page; however, it must be noted that this is inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of all fees associated with their order, as well as the total price, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter 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 summaryMr [redacted] was shown both the quantity and price of the tickets, delivery and service fees, as well as the total charge highlighted in bold, red textAs 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 holdersSince customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis 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 ticketsAll prices in US DollarsAll sales are final." These messages were clearly visible to Mr [redacted] during the purchase process.Mr [redacted] 's valid, authentic tickets were delivered moments after he submitted his orderAs such, Vivid Seats has acted in full accordance with our 100% Buyer GuaranteeIn addition, we have reached out to Mr [redacted] and provided a courtesy resolution to this matter that was amicable to both partiesIf Mr [redacted] has any further questions concerning this order, we encourage him to reach out to a member of our customer service teamAt this time, this matter has been resolved.Regards,Vivid Seats
Thank you for bringing this matter to our attentionVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsWe'd like to address the concerns regarding [redacted] claim that her daughter was not permitted to sit in the seats she purchased because another party was occupying them [redacted] has made a serious claim and we have conducted a thorough investigation that included speaking to [redacted] daughter, who was the attendee, and the seller, providing each of them the opportunity to provide evidenceIn this case, [redacted] and her daughter did not provided evidence that the tickets were invalidIn fact, she was allowed into the event, which confirms that they were not "fake" ticketsWhile we cannot state definitively what occurred, the seating issue did not arise due to invalid tickets and it appears as if the venue made an error Despite no wrongdoing on our part, we contacted [redacted] daughter to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience, and came to a mutual resolution [redacted] then contacted us saying this was unacceptable to herWe have done this as a courtesy, as there was no evidence that these tickets were invalid, as stated aboveIf [redacted] would like to speak about this further, we encourage her to reach out to us and ask to speak to a member of our management team
Complaint: I am rejecting this response because: I did finalize the sale as described and if what they described and is a "firm" policy then the business would not have told me I would only be required to pay a service feeThey were not in contact with me and left several voicemails which I returned only to be disconnected as their system didn't recognize the transaction I allegedly madeRegardless of the price of the ticket, I was about purchase these ticketes, accepted the terms but closed out of the websiteOn a sidebar, it's a shame how we allow ticket scalping and call it handling Sincerely, Chris [redacted]
Thank you for reaching out to us regarding this issueVivid Seats takes unauthorized activity claims very seriously and has a separate department that can evaluate such issuesWe determined that there was no indication that this was an unauthorized transactionHowever, because customer service is important to us, Vivid Seats has been in contact with Ms [redacted] , and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf 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 teamRegards,Vivid Seats
Thank you for reaching out to us in relation to this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible serviceTo maintain this high standard, sellers on our site are required to adhere to the Seller Terms and Conditions presented, and agreed-to, prior to listing ticketsThe Seller Terms which were agreed to clearly state that a violation of the terms may result in Vivid Seats restricting a Seller's listing in any way, deny access to the Vivid Seats Marketplace, suspend or terminate a Seller account, and cancel pending transactions or paymentsThe fan seller listed tickets for an event and this listing later sold on 1/22/at 7:AM CSTAt this time, the fan seller was immediately notified of the sale and asked to either confirm or reject the saleThe Seller Terms clarify, "Upon receipt of an order, you must confirm or reject the order immediately." The following day, on 1/23/at approximately 7:AM CST, the seller had not yet confirmed or rejected the order and therefore the sale was cancelled for the seller and penalties in accordance with the Seller Terms were appliedIf our seller has any questions regarding this, we encourage them to contact us directlyAt this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to usWhile we would like to address Ms [redacted] concerns, with the information provided we are currently unable to locate her orderWe request that an order number be provided or Ms [redacted] review her account statement to ensure this order was placed with Vivid Seats.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 concernsOn 03/01/2016, Mr [redacted] purchased tickets to see AC/DC on 03/11/This event was later postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Mr [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkout This policy is in place with the goal of ensuring that the customer can attend the event they originally selectedIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we resolved this matter with Mr [redacted] and hope he will consider Vivid Seats for his future event ticket needsIf 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 teamRegards,Vivid Seats
[redacted] Complaint: [redacted] I am rejecting this response because: I have contacted their customer service department, with no return contact.I did not get the tickets I ordered They lie Sincerely, [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr [redacted] 's statement about the service fees, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll 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 demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats.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 validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Mr [redacted] regarding his concerns and have reached an amicable resolution at this timeOur management team is available to handle any additional concerns that Mr [redacted] may have; as it presently stands, we consider this matter resolvedRegards,Vivid Seats
Thank you for getting back to us regarding this issueWhile Mr [redacted] continues to press forward with this issue, as we previously stated, we do clearly state “All prices in US DollarsAll sales are final.” in bolded text above the place order button before agreeing to the purchaseDue to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestIf Mr [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service departmentAs it stands, we consider this matter closed.Regards,Vivid Seats