Complaint: [redacted]
I am rejecting this response because your listing is misleading and your website is very deceptive. You have 1,000 of complaints on ripoff reports and 467 from the Revdex.com. It was an error by my 16 year old daughter who didn't mean to purchase tickets.
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. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their placed orders via mobile app, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a page where they confirm the quantity of tickets they are looking to purchase. Then they are taken to a shipping & delivery page where it confirms the delivery method of the tickets they are purchasing. Next they are sent to a Payment & Billing page where they enter their preferred method of payment. After entering the payment method the customer is taken to a page where they confirm their shipping address. Once that information is selected they are taken to a confirm order page that displays all order information including ticket quantity, price of each ticket, service fees, and order total. You must also agree to the terms and conditions that all sales are final before being able to place the order.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Prior to this complaint we spoke with Ms. [redacted] in regards to her order and reached a resolution. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed.Regards,Vivid Seats"
Complaint: [redacted]
I am rejecting this response because: No added fee was indicated in the original order. The credit [redacted] company ruled in MY favor and refunded the charge on my credit [redacted] -- It id not rule in Vivid Seats' favor.
Sincerely,
[redacted]
Thank you for reaching out to us in regards to the concerns of our valued customer, Ms. [redacted] At Vivid Seats, we always appreciate the opportunity to address any dissatisfaction our customers may experience. Vivid Seats operates on the secondary market and maintains one of the largest seller...
networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of our "all sales are final" policy, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. Ms. [redacted] placed two separate orders with our company, allowing her two opportunities to read and evaluate this information.With regard to Ms. [redacted]'s statement that we offered her a refund of $450.00 but subsequently failed to provide this refund, we hope to provide some clarification. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means 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, and are necessary in order for us to provide the support of our 100% Buyer Guarantee. We did offer to refund $450.00 as a courtesy in an attempt to alleviate Ms. [redacted]'s dissatisfaction with her purchase, but she declined our offer. She also declined several other offers made by our management team as part of our effort to assist in this matter.It should also be noted that in addition to this current claim, Ms. [redacted] has also filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we advise Ms. [redacted] to reach out to her bank in regards to its outcome. As it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they are interested in for “NHL Eastern Conference Semifinals: TBD at Washington Capitals - Home Game 1,” they continued to the Login page which displays a detailed order summary on the right side. After a 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 $612.50 highlighted in bold text. Although our customer has indicated otherwise, this information is displayed before any credit card information is 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 “All sales are final. All prices are listed in US Dollars (USD).” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $612.50.” 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 once a customer submits an order, we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on 4/13/2017 and their valid tickets were transferred electronically shortly afterwards. Prior to receiving this claim we were in contact with our customer to address these concerns. We encourage our customer to contact us directly should they have any additional concerns pertaining to their order. As our customer was sufficiently displayed all pricing details prior to submitting their order, 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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process.Mr. [redacted] has implied that information regarding face value was hidden or in fine print though this is inaccurate. When Mr. [redacted] viewed tickets for the Philadelphia Symphony Orchestra event, the top of this page stated, “Prices set by sellers may be over face-value.” Vivid Seats does not own or generate tickets, therefore all tickets priced on our site are done so by sellers, not Vivid Seats. After selecting the tickets he was interested in, he navigated through our checkout process where the information regarding face value was reiterated for Mr. [redacted]. Specifically, 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.” Mr. [redacted] then selected a checked box signifying his agreement and proceeded to place his order. This information is explained in further detail in the Frequently Asked Questions portion of our website under “Ticket Pricing.”Mr. [redacted] was sufficiently notified that he may be paying above face value for his ticket prior to placing his order. Additionally, he received his valid tickets shortly after placing his order for his event which has since passed. If Mr. [redacted] has any additional concerns regarding his order, we welcome him to contact our customer service.Regards,Vivid Seats
Complaint: 11749161
I am rejecting this response because: I think Vivid Seats should make more of an effort to protect the consumer from predators that aggregieusly mark up ticket prices. The offer made to me by the company was for a voucher that I could use on future ticket purchases thru Vivid Seats. I prefer to have a rebate in cash as I don't anticipate I will ever transact anything via Vivid Seats again. I don't agree that Vivid Seats bears no responsibility for the transactions that occur on the website. The must be some sort of accountability in order to protect the consumer. I think Vivid Seats has failed me, the consumer, in this respect.
Sincerely,
Margaret [redacted]
Thank you for bringing this matter to our attention. Vivid Seats sent Ms. [redacted] payment for her sale on 09/17/2015. We reached out to Ms. [redacted] and found that the payment was unclaimed by the recipient. We resent the payment to Ms. [redacted] for her sale and that has been claimed. We consider this...
matter resolved--and we hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns, we welcome her to contact a member of our customer service team.
Complaint: [redacted]
I am rejecting this response because:My concerns have still not been addressed and resolved. This business has stolen from me and did nothing to support me. Fraudulent and terrible customer service.
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. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchase is in US dollars, so we are confident in the transparency of our checkout process. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. At this checkout page the following message is displayed directly above a box that customers must check to authorize and complete the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns he may have.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Theresa [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11083181, and find that this resolution is satisfactory to me.
Sincerely,
Joanna [redacted]
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted]...
has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address the concerns of our valued customer, Ms. [redacted]. Vivid Seats operates on the secondary market, meaning that we have no affiliation with any venue or box office and do not own or generate any inventory of...
tickets. Because all tickets listed on our site are owned by individual sellers, we must ensure that our policies are fair to both parties. As such, we are unable to provide any cancellations or refunds and must adhere to an "all sales are final" policy--a standard across the industry.It should be noted that the seats purchased by Ms. [redacted] were clearly marked as "SRO," the standardized abbreviation for Standing Room Only tickets. Regarding her concern about the seat numbers appearing on the tickets, we would like to clarify that venues and primary issuers often print seat numbers on Standing Room Only tickets for the purpose of tracking inventory.Ms. [redacted]'s order was fulfilled accurately according to what was ordered, and Vivid Seats has fully upheld our 100% Buyer Guarantee. In addition, we have reached out to Ms. [redacted] and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If she has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because : This business continues to lie and act as if their business practices are legitimate. They are nothing more than scalpers. They never reached out to me. In fact, I made the call to them and Emailed them. I also consider the matter closed as both [redacted] and my bank have sided with my complaint and have not transferred any funds to their account. O
Sincerely,
[redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Mr. [redacted]. It should be noted that Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect fans with individual ticket holders to attend...
amazing live events. To this end, we are committed to providing the best possible customer service — and maintaining simple, transparent policies. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; instead, we act as an intermediary between fans and tickets holders. Because we do not generate any tickets, it should be noted that delivery date is beyond our purview. Rather, this date is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. Although Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day and each order is protected by our 100% Buyer Guarantee. This guarantee ensures that tickets purchased on our website will be received by the customer at least one hour prior to the event start time, and will be valid for entry into the venue. When Mr. [redacted] submitted his order, this information was disclosed in the the order details. Additionally, as part of our effort to remain transparent with our customers, the Estimated Ship Date of 9/23/16 was disclosed and included with the listing Mr. [redacted] selected. This information was presented again during checkout, along with his order and pricing details. These details were further discussed with Mr. [redacted] when he spoke to our customer service team on 9/19/16.It should be noted that most tickets on our marketplace are sent prior to the Estimated Ship Date; however, ship date is ultimately dependent upon the primary issuer.Mr. [redacted] placed this order on 8/29/16, and the Estimated Ship Date was disclosed as 9/23/16 for his event taking place on 9/24/16. We have discussed this matter with Mr. [redacted] in detail; however, he has indicated that he does not wish to discuss the matter further. As such, we consider this matter closed. If Mr. [redacted] has any further questions or concerns regarding this order, we welcome him to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Ms. [redacted]’s statement that she was not notified of the limited view prior to completing her purchase, we should note that is inaccurate. As Ms. [redacted] mentioned, while she was reviewing her ticket selection she was provided with the Notes section, which included the Limited View notation. After selecting tickets, Ms. [redacted] was brought to the Login page and directed to provide shipping, delivery, and billing information. Ms. [redacted] was then brought to the Place Order page. This page discloses an itemized breakdown of the order, which for Ms. [redacted] specified, "Notes: Limited View. Partial View” prior to placing her order. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter. We have reached out to Ms. [redacted] regarding this matter and have come to a resolution that is amicable to both parties. We encourage Ms. [redacted] to reach out to our customer service team for any additional concerns; as it currently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for your response. As we previously clarified, no order can be placed on our website without the customer having been presented with the option to select their desired quantity in multiple locations throughout the checkout process, the Login page to provide an email address, and the final review page where customers are required to agree to the sales terms and conditions if they wish to proceed in placing the order. Our customer's valid tickets were delivered on 4/21/2017 prior to their event scheduled to take place on 4/26/2017. As we have sufficiently addressed our customer's concerns we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:My husband was with me viewing these thickets. Notification did not come up until after payment information was submitted. I saw a quick screen come up that flashed and then went to order confirmation. Second concern, I purchase the tickets that come two weeks prior a concert but they have always been clear on the row, section and seat. I think the seller has an obligation to buyer to give the seat number. At least notify them within a week of purchase. I think for good faith the seller should at least send me a picture or notify me of the seat number we will be located. Can Vivid Seats elaborate on this practice? After I noticed that there was no row number I came to the Revdex.com to see and also bumped into a website and I was very alarmed that people who have selected with no seat number never get their tickets and Vivid Seats doesn't do anything but blame the seller. They don't get the tickets because the seller is just boasting they have tickets when they really don't. Vivid Seats and Revdex.com do you understand how a customer must feel after reading this malpractice? I think that is a great failure. Now, I'm in the same boat. Also Vivid Seats boast on 100% Buyer satisfaction guarantee. I immediately. not even 2 minutes past when I voiced my dissatisfaction to Vivid Seats. Revdex.com, are they allowed to say that? Promote 100% Satisfaction. I have purchased through [redacted], [redacted], and [redacted] and have never had this happen. As far as I recall I have only complained one time to the Revdex.com. I'm very scared I'm out $500. I'm also worried that this person is juggling the seats to see if they can sell them for a higher price. I have purchased many concert tickets in the past and typically when you click on the seat and row the information is automatically there. Is this a correct practice? Is this why Vivid Seats has so many complaints because people have gotten accustomed to better automatic transactions? My other concern is I'm going to be stuck with obstructed viewing in the 300 section for an estimated total of $500+ for two tickets? The only solution your team offered was to resell them. I can't in good conscience sell these tickets at that price if it is an obstructed view. I went back and it did not say obstructed view when I hover over the seats I selected that same day. There is a problem here. And information on the right side was obviously not see on my screen. I don't consider this matter closed. Revdex.com, that's a typical response by ViViD. There is obviously an error going on. I am not complaining of the price for that was very clear. I did post about my experience and there was one friend who confirmed being screwed by Vivid. One friend who said they were happy with your service. Alarming that 95% of issues not resolved. If I should get my tickets, I promise to come back here and rectify any concerns. I hope you can make sure the vendor really has the tickets and is just doing a wait and see what people purchase and then I'll get them, or any of the other valid complaints and unhappy campers. I just think you need some more end-user testings with different browsers as well as different electronic devices that your customer will be using. Worried,
Monica [redacted]
Complaint: [redacted]
I am rejecting this response because your listing is misleading and your website is very deceptive. You have 1,000 of complaints on ripoff reports and 467 from the Revdex.com. It was an error by my 16 year old daughter who didn't mean to purchase tickets.
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. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their placed orders via mobile app, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a page where they confirm the quantity of tickets they are looking to purchase. Then they are taken to a shipping & delivery page where it confirms the delivery method of the tickets they are purchasing. Next they are sent to a Payment & Billing page where they enter their preferred method of payment. After entering the payment method the customer is taken to a page where they confirm their shipping address. Once that information is selected they are taken to a confirm order page that displays all order information including ticket quantity, price of each ticket, service fees, and order total. You must also agree to the terms and conditions that all sales are final before being able to place the order.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Prior to this complaint we spoke with Ms. [redacted] in regards to her order and reached a resolution. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed.Regards,Vivid Seats"
Complaint: [redacted]
I am rejecting this response because: No added fee was indicated in the original order. The credit [redacted] company ruled in MY favor and refunded the charge on my credit [redacted] -- It id not rule in Vivid Seats' favor.
Sincerely,
[redacted]
Thank you for reaching out to us in regards to the concerns of our valued customer, Ms. [redacted] At Vivid Seats, we always appreciate the opportunity to address any dissatisfaction our customers may experience. Vivid Seats operates on the secondary market and maintains one of the largest seller...
networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of our "all sales are final" policy, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. Ms. [redacted] placed two separate orders with our company, allowing her two opportunities to read and evaluate this information.With regard to Ms. [redacted]'s statement that we offered her a refund of $450.00 but subsequently failed to provide this refund, we hope to provide some clarification. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means 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, and are necessary in order for us to provide the support of our 100% Buyer Guarantee. We did offer to refund $450.00 as a courtesy in an attempt to alleviate Ms. [redacted]'s dissatisfaction with her purchase, but she declined our offer. She also declined several other offers made by our management team as part of our effort to assist in this matter.It should also be noted that in addition to this current claim, Ms. [redacted] has also filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we advise Ms. [redacted] to reach out to her bank in regards to its outcome. As it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the tickets they are interested in for “NHL Eastern Conference Semifinals: TBD at Washington Capitals - Home Game 1,” they continued to the Login page which displays a detailed order summary on the right side. After a 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 $612.50 highlighted in bold text. Although our customer has indicated otherwise, this information is displayed before any credit card information is 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 “All sales are final. All prices are listed in US Dollars (USD).” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $612.50.” 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 once a customer submits an order, we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed their order on 4/13/2017 and their valid tickets were transferred electronically shortly afterwards. Prior to receiving this claim we were in contact with our customer to address these concerns. We encourage our customer to contact us directly should they have any additional concerns pertaining to their order. As our customer was sufficiently displayed all pricing details prior to submitting their order, 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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process.Mr. [redacted] has implied that information regarding face value was hidden or in fine print though this is inaccurate. When Mr. [redacted] viewed tickets for the Philadelphia Symphony Orchestra event, the top of this page stated, “Prices set by sellers may be over face-value.” Vivid Seats does not own or generate tickets, therefore all tickets priced on our site are done so by sellers, not Vivid Seats. After selecting the tickets he was interested in, he navigated through our checkout process where the information regarding face value was reiterated for Mr. [redacted]. Specifically, 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.” Mr. [redacted] then selected a checked box signifying his agreement and proceeded to place his order. This information is explained in further detail in the Frequently Asked Questions portion of our website under “Ticket Pricing.”Mr. [redacted] was sufficiently notified that he may be paying above face value for his ticket prior to placing his order. Additionally, he received his valid tickets shortly after placing his order for his event which has since passed. If Mr. [redacted] has any additional concerns regarding his order, we welcome him to contact our customer service.Regards,Vivid Seats
Complaint: 11749161
I am rejecting this response because: I think Vivid Seats should make more of an effort to protect the consumer from predators that aggregieusly mark up ticket prices. The offer made to me by the company was for a voucher that I could use on future ticket purchases thru Vivid Seats. I prefer to have a rebate in cash as I don't anticipate I will ever transact anything via Vivid Seats again. I don't agree that Vivid Seats bears no responsibility for the transactions that occur on the website. The must be some sort of accountability in order to protect the consumer. I think Vivid Seats has failed me, the consumer, in this respect.
Sincerely,
Margaret [redacted]
Thank you for bringing this matter to our attention. Vivid Seats sent Ms. [redacted] payment for her sale on 09/17/2015. We reached out to Ms. [redacted] and found that the payment was unclaimed by the recipient. We resent the payment to Ms. [redacted] for her sale and that has been claimed. We consider this...
matter resolved--and we hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns, we welcome her to contact a member of our customer service team.
Complaint: [redacted]
I am rejecting this response because:My concerns have still not been addressed and resolved. This business has stolen from me and did nothing to support me. Fraudulent and terrible customer service.
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. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchase is in US dollars, so we are confident in the transparency of our checkout process. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. At this checkout page the following message is displayed directly above a box that customers must check to authorize and complete the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns he may have.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Theresa [redacted]
Complaint: 12373597
I am rejecting this response because: It does not resolve the issue.
Sincerely,
Kevin [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11083181, and find that this resolution is satisfactory to me.
Sincerely,
Joanna [redacted]
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted]...
has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address the concerns of our valued customer, Ms. [redacted]. Vivid Seats operates on the secondary market, meaning that we have no affiliation with any venue or box office and do not own or generate any inventory of...
tickets. Because all tickets listed on our site are owned by individual sellers, we must ensure that our policies are fair to both parties. As such, we are unable to provide any cancellations or refunds and must adhere to an "all sales are final" policy--a standard across the industry.It should be noted that the seats purchased by Ms. [redacted] were clearly marked as "SRO," the standardized abbreviation for Standing Room Only tickets. Regarding her concern about the seat numbers appearing on the tickets, we would like to clarify that venues and primary issuers often print seat numbers on Standing Room Only tickets for the purpose of tracking inventory.Ms. [redacted]'s order was fulfilled accurately according to what was ordered, and Vivid Seats has fully upheld our 100% Buyer Guarantee. In addition, we have reached out to Ms. [redacted] and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If she has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because : This business continues to lie and act as if their business practices are legitimate. They are nothing more than scalpers. They never reached out to me. In fact, I made the call to them and Emailed them. I also consider the matter closed as both [redacted] and my bank have sided with my complaint and have not transferred any funds to their account. O
Sincerely,
[redacted]
Thank you for reaching out to us regarding the concerns of our valued customer, Mr. [redacted]. It should be noted that Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect fans with individual ticket holders to attend...
amazing live events. To this end, we are committed to providing the best possible customer service — and maintaining simple, transparent policies. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; instead, we act as an intermediary between fans and tickets holders. Because we do not generate any tickets, it should be noted that delivery date is beyond our purview. Rather, this date is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. Although Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day and each order is protected by our 100% Buyer Guarantee. This guarantee ensures that tickets purchased on our website will be received by the customer at least one hour prior to the event start time, and will be valid for entry into the venue. When Mr. [redacted] submitted his order, this information was disclosed in the the order details. Additionally, as part of our effort to remain transparent with our customers, the Estimated Ship Date of 9/23/16 was disclosed and included with the listing Mr. [redacted] selected. This information was presented again during checkout, along with his order and pricing details. These details were further discussed with Mr. [redacted] when he spoke to our customer service team on 9/19/16.It should be noted that most tickets on our marketplace are sent prior to the Estimated Ship Date; however, ship date is ultimately dependent upon the primary issuer.Mr. [redacted] placed this order on 8/29/16, and the Estimated Ship Date was disclosed as 9/23/16 for his event taking place on 9/24/16. We have discussed this matter with Mr. [redacted] in detail; however, he has indicated that he does not wish to discuss the matter further. As such, we consider this matter closed. If Mr. [redacted] has any further questions or concerns regarding this order, we welcome him to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Ms. [redacted]’s statement that she was not notified of the limited view prior to completing her purchase, we should note that is inaccurate. As Ms. [redacted] mentioned, while she was reviewing her ticket selection she was provided with the Notes section, which included the Limited View notation. After selecting tickets, Ms. [redacted] was brought to the Login page and directed to provide shipping, delivery, and billing information. Ms. [redacted] was then brought to the Place Order page. This page discloses an itemized breakdown of the order, which for Ms. [redacted] specified, "Notes: Limited View. Partial View” prior to placing her order. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter. We have reached out to Ms. [redacted] regarding this matter and have come to a resolution that is amicable to both parties. We encourage Ms. [redacted] to reach out to our customer service team for any additional concerns; as it currently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for your response. As we previously clarified, no order can be placed on our website without the customer having been presented with the option to select their desired quantity in multiple locations throughout the checkout process, the Login page to provide an email address, and the final review page where customers are required to agree to the sales terms and conditions if they wish to proceed in placing the order. Our customer's valid tickets were delivered on 4/21/2017 prior to their event scheduled to take place on 4/26/2017. As we have sufficiently addressed our customer's concerns we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:My husband was with me viewing these thickets. Notification did not come up until after payment information was submitted. I saw a quick screen come up that flashed and then went to order confirmation. Second concern, I purchase the tickets that come two weeks prior a concert but they have always been clear on the row, section and seat. I think the seller has an obligation to buyer to give the seat number. At least notify them within a week of purchase. I think for good faith the seller should at least send me a picture or notify me of the seat number we will be located. Can Vivid Seats elaborate on this practice? After I noticed that there was no row number I came to the Revdex.com to see and also bumped into a website and I was very alarmed that people who have selected with no seat number never get their tickets and Vivid Seats doesn't do anything but blame the seller. They don't get the tickets because the seller is just boasting they have tickets when they really don't. Vivid Seats and Revdex.com do you understand how a customer must feel after reading this malpractice? I think that is a great failure. Now, I'm in the same boat. Also Vivid Seats boast on 100% Buyer satisfaction guarantee. I immediately. not even 2 minutes past when I voiced my dissatisfaction to Vivid Seats. Revdex.com, are they allowed to say that? Promote 100% Satisfaction. I have purchased through [redacted], [redacted], and [redacted] and have never had this happen. As far as I recall I have only complained one time to the Revdex.com. I'm very scared I'm out $500. I'm also worried that this person is juggling the seats to see if they can sell them for a higher price. I have purchased many concert tickets in the past and typically when you click on the seat and row the information is automatically there. Is this a correct practice? Is this why Vivid Seats has so many complaints because people have gotten accustomed to better automatic transactions? My other concern is I'm going to be stuck with obstructed viewing in the 300 section for an estimated total of $500+ for two tickets? The only solution your team offered was to resell them. I can't in good conscience sell these tickets at that price if it is an obstructed view. I went back and it did not say obstructed view when I hover over the seats I selected that same day. There is a problem here. And information on the right side was obviously not see on my screen. I don't consider this matter closed. Revdex.com, that's a typical response by ViViD. There is obviously an error going on. I am not complaining of the price for that was very clear. I did post about my experience and there was one friend who confirmed being screwed by Vivid. One friend who said they were happy with your service. Alarming that 95% of issues not resolved. If I should get my tickets, I promise to come back here and rectify any concerns. I hope you can make sure the vendor really has the tickets and is just doing a wait and see what people purchase and then I'll get them, or any of the other valid complaints and unhappy campers. I just think you need some more end-user testings with different browsers as well as different electronic devices that your customer will be using. Worried,
Monica [redacted]