Complaint: [redacted]
I want to make you aware of the journey I’ve made since I visited Vivid Seats website on 1/5/18. After disputing the charge of $715, with [redacted], I received a call from a [redacted] manager on 2/13/18. I was advised the charges were valid. Since I did not have proof ( a screenshot) showing that I entered 2 in the quantity field instead of 11. The charges are not considered fraudulent since I agreed to Vivid Seats terms and conditions. I’ve been a cardholder with [redacted] for 23 years. When I advised the manager of this, she made me aware, that made no bearing on their decision. I’ve written letters to the Attorney General’s Office, Revdex.com, and the Federal Trade Commission. The lesson I’ve learned, over this past month, is take your time and visit numerous social media sites before agreeing to any terms and conditions, especially Vivid Seats. This has been a very time consuming and costly lesson.
Sincerely,
Erin [redacted]
We appreciate the time to address Mr. [redacted] concerns regarding the tickets he purchased. 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. 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 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 ticket details (section, row), the number and prices of tickets, delivery and service fees, and the total charge highlighted in red.The two tickets Mr. [redacted] selected were clearly marked for section 506 in row 11. These details were clearly presented on the checkout screen along with a Sales Terms summary that explains tickets may be listed above face value, and that all sales are final.Mr. [redacted] contacted us multiple times and our customer service team reiterated our check out process as well as our “All Sales are Final” policy, which he agreed to prior to completing his purchase. As a one-time courtesy, we offered the customer a partial refund which was accepted. Also, we did suggest to Mr. [redacted] that he could resell the tickets on our website through our fan-selling services. In a separate phone conversation, Mr. [redacted] spoke with a customer service associate attempted to assist him with the process of re-selling on our website but Mr. [redacted] abruptly disconnected the phone call. After this, Mr. [redacted] called and spoke to a manager readdressed that the ticket details were clearly provided before purchase and that we could not refund the order in full. The manager restated that he had accepted our courtesy resolution and that we could not provide a full refund. Vivid Seats contends that Mr. [redacted] was not misled regarding the nature of his tickets, and the tickets were consistent with his order and will be valid for entry. Again, we are unable to cancel or refund the order. However, like we mentioned, we did offer a partial refund as a one-time courtesy, which has been issued to Mr. [redacted]. If Mr. [redacted] has any further questions, we welcome him to contact a member of our management team for assistance.
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mrs. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mrs. [redacted] will consider Vivid Seats for their future event...
ticket needs. If Mrs. [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 your response regarding Mr. [redacted]’s concerns. Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Mr. [redacted]’s order were shown--was sufficient opportunity for him to review this information. Mr. [redacted]'s order total was displayed multiple times, including directly above the Place Order button. After being shown this information, Mr. [redacted] proceeded to enter his payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted his order.As we clarified in our previous response, the Estimated Ship Date of 5/24/2017 was adequately presented to Mr. [redacted] prior to placing his order. In regards to the overnight delivery Mr. [redacted] has mentioned we would like to clarify that overnight delivery is from the date the tickets are ready to be shipped, not the date of purchase. Further information regarding this is available on our site (https://support.vividseats.com/support/solutions/articles/[redacted]-i-selected...⇄ this time we have sufficiently addressed all of Mr. [redacted]'s concerns and consider this matter closed. For any additional concerns Mr. [redacted] has we encourage him to contact our customer service.Regards,Vivid Seats
Complaint: 10941378
I am rejecting this response because:As previously mentioned, Mrs [redacted] was being coerced to accept 4 tickets in lieu of the original 2 tickets requested. ThisCtion to increase the quantity is in direct conflict with the federal laws to force incremental quantities of a product or service on unsuspecting customers. Additionally, Vivid Seats is subject to violations for Federal Laws applicable for bait and switch. Clearly, Mrs [redacted] attempted to negate this transaction on multiple occurrences through email and phone and was rejected.Mrs. [redacted] never accepted nor used the tickets in question and, therefore requests a full refund for her $900 plus purchase. Thank you in advance for your support in this matter.
Sincerely,
Debra [redacted]
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with our customer to discuss this matter and both parties consider this matter resolved. The previously discussed resolution was issued on 1/09/2018 though there appeared to be an inaccuracy on PayPal's end....
Nevertheless, the resolution was successfully issued on 2/13/2018. As such, we hope that our customer will consider Vivid Seats for their future event ticket needs. If our customer has any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team for assistance.Regards,Vivid Seats
Ms. [redacted] has noted that the tickets she purchased for Aladdin were changed by the seller before delivery. We are confident that the resulting seats were, as stated in our previous response, an equivalent mirrored section to the original section and row. The order was fulfilled in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html) which Ms. [redacted] agreed to in order to complete her purchase. These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats."" This policy is reiterated in our 100% Buyer Guarantee and FAQ page.Due to the nature of our business, we are not 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 and filled it appropriately, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be in violation of the Sales Terms and Conditions—that Ms. [redacted] consented to during checkout. In the scope of customer satisfaction, even though we were not at fault, Vivid Seats reached out to Ms. [redacted] and offered a resolution, which she declined. If Ms. [redacted] wishes to discuss the matter further, we welcome her to contact a member of our management team.
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 07/14/2015, Mr. [redacted] purchased tickets to see Janet Jackson on 02/22/16. This event was later postponed by the artist and/or venue for a later date....
They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout.This policy is in place with the goal of ensuring that the customer can attend the event they originally selected. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we resolved this matter with Mr. [redacted] and hope he will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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 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 side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $600.00 highlighted in bold text. 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 $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 transfer. Their valid, electronic tickets were sent via mobile transfer on 10/21/2017 for our customer to accept and display on a mobile device for their event that is scheduled to take place on 12/31/2017. It should be noted, however, that upon receiving this ticket transfer notification, our customer declined the ticket transfer. This 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 offer. As 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 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 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 parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for providing us with this response. Although our customer continues to press forward, we maintain that the tickets in row 3 are an upgrade from the tickets in row 2 as they are closer to the stage. We maintain that we have fully adhered to the sales terms and conditions which were agreed to by our customer and have fully addressed our customer's concerns. As such, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: The company did not address the complaint.Sorry if the truth hurts.Please be aware and stay away from this company. Sincerely,
Matthew [redacted]
Vivid Seats has reached out to Ms. [redacted]fe and both parties have found an amicable resolution. If Ms. [redacted]fe has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
We appreciate the opportunity to address Mr. [redacted]'s concern. 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.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. And, 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. Before Mr. [redacted] completed his order, he was informed that the estimated “in-hand” date, or delivery date, of his tickets was 05/23/2016. While many tickets are available to ship as soon as the seller confirms the order, tickets to certain events, may not be released by the team or box office until close to the event date. Before placing his order, Mr. [redacted] was informed that the requested tickets might not be delivered until just a few days prior to the event—and in this case, the venue has not yet released the requested tickets to the original purchaser.Mr. [redacted] is guaranteed to receive his tickets before the event in accordance to our 100% Buyer Guarantee. We have updated the shipping on his order to a FedEx Priority Overnight Delivery, which means when the tickets do ship he will receive them the next business day. We ask Mr. [redacted] to remain patient and if he has any further questions to reach out to our management team.
Complaint: 12117717
I am rejecting this response because: I have been too busy to reply. But I am not satisfied. If they are going to charge for shipping then they should ship the tickets, and they did not. I pick the tickets up from the seller. That is just wrong, and it's a scam. They are stealing people's money. They also claim they are very clear on their fees which is also false. I did not know the total until I received a notice from my credit card company that there was a charge which was $150 more than I expected. If they are as clear as they claim, then how come the ticket price plus fees and shipping weren't itemized and shown, before you push the purchase button on the site. SCAM, SCAM, SCAM!!!!!!!!!!!!!!!!!
Sincerely,
Kurt [redacted]
Vivid Seats appreciates the opportunity to address Mr. Lee'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 is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellers. This means that tickets purchased on our site are subject to change and Vivid Seats is not made aware of such arrangements ahead of time. It also means we are unable to guarantee the type of ticket you will receive. It also means we are unable to guarantee the type of ticket you will receive, only the type of delivery. For this reason, we only guarantee the validity of tickets rather than the format they will come in.
[redacted] expresses frustration that the tickets he purchased for the New York Rangers at the Chicago Blackhawks (Stanley Cup Ceremony) were automatically adjusted by the seller before delivery, but we are confident that the resulting seats were, in fact, comparable to the original section and row. Our records also indicate that the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html). These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats."" This policy is reiterated in our 100% Buyer Guarantee and FAQ page.
Vivid Seats maintains that these tickets were comparable to those [redacted] ordered, and as they were valid for entry, we are unable to provide a full refund. However, because customer satisfaction is important to us, we have refunded a significant portion of the service fee associated with his order as a one-time courtesy. As this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensation. We encourage [redacted] to reach out to our management team with any further questions or concerns.
Thank you for reaching out to us. We have been in contact with Ms. [redacted] and in the interest of customer service, have found a resolution that suits both parties. 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 Ms. [redacted] to utilize this resource for any additional concerns; as it currently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our process.When Mr[redacted] placed his order on 3/15/2017, he was notified that his tickets were classified as Electronic Transfer via Ticketmaster transfer. This type of ticket is dependent upon the primary market, with which we have no affiliation. In order to receive these tickets, customers must create a Ticketmaster account with the same email address provided during checkout. After Mr. [redacted] placed his order at 1:19 PM CST, his tickets were transferred to his account minutes later at 1:38 PM CST. Mr. [redacted] originally contacted us on 3/17/2017 to discuss his order in relation to the Electronic Transfer of his tickets. We spoke with Mr. [redacted] several times this day to provide assistance in accepting the transfer. At this time, we also contacted the seller of Mr. [redacted] tickets to provide documentation verifying that the tickets were in fact transferred to Mr. Belcher. Additionally, we asked Mr. [redacted] to provide a documentation of his Ticketmaster account so that we could provide further assistance and bring clarity to the situation.The seller provided documents substantiating that the tickets were in fact transferred to Mr. Belcher. At this time, we are still awaiting the requested documentation from Mr. Belcher. As it currently stands, we consider this matter closed and encourage Mr. [redacted] to provide the requested information so that we may reach an amicable resolution.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted]...
has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team.Regards,Vivid Seats
Complaint: [redacted]
I want to make you aware of the journey I’ve made since I visited Vivid Seats website on 1/5/18. After disputing the charge of $715, with [redacted], I received a call from a [redacted] manager on 2/13/18. I was advised the charges were valid. Since I did not have proof ( a screenshot) showing that I entered 2 in the quantity field instead of 11. The charges are not considered fraudulent since I agreed to Vivid Seats terms and conditions. I’ve been a cardholder with [redacted] for 23 years. When I advised the manager of this, she made me aware, that made no bearing on their decision. I’ve written letters to the Attorney General’s Office, Revdex.com, and the Federal Trade Commission. The lesson I’ve learned, over this past month, is take your time and visit numerous social media sites before agreeing to any terms and conditions, especially Vivid Seats. This has been a very time consuming and costly lesson.
Sincerely,
Erin [redacted]
We appreciate the time to address Mr. [redacted] concerns regarding the tickets he purchased. 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. 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 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 ticket details (section, row), the number and prices of tickets, delivery and service fees, and the total charge highlighted in red.The two tickets Mr. [redacted] selected were clearly marked for section 506 in row 11. These details were clearly presented on the checkout screen along with a Sales Terms summary that explains tickets may be listed above face value, and that all sales are final.Mr. [redacted] contacted us multiple times and our customer service team reiterated our check out process as well as our “All Sales are Final” policy, which he agreed to prior to completing his purchase. As a one-time courtesy, we offered the customer a partial refund which was accepted. Also, we did suggest to Mr. [redacted] that he could resell the tickets on our website through our fan-selling services. In a separate phone conversation, Mr. [redacted] spoke with a customer service associate attempted to assist him with the process of re-selling on our website but Mr. [redacted] abruptly disconnected the phone call. After this, Mr. [redacted] called and spoke to a manager readdressed that the ticket details were clearly provided before purchase and that we could not refund the order in full. The manager restated that he had accepted our courtesy resolution and that we could not provide a full refund. Vivid Seats contends that Mr. [redacted] was not misled regarding the nature of his tickets, and the tickets were consistent with his order and will be valid for entry. Again, we are unable to cancel or refund the order. However, like we mentioned, we did offer a partial refund as a one-time courtesy, which has been issued to Mr. [redacted]. If Mr. [redacted] has any further questions, we welcome him to contact a member of our management team for assistance.
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mrs. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mrs. [redacted] will consider Vivid Seats for their future event...
ticket needs. If Mrs. [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 your response regarding Mr. [redacted]’s concerns. Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Mr. [redacted]’s order were shown--was sufficient opportunity for him to review this information. Mr. [redacted]'s order total was displayed multiple times, including directly above the Place Order button. After being shown this information, Mr. [redacted] proceeded to enter his payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted his order.As we clarified in our previous response, the Estimated Ship Date of 5/24/2017 was adequately presented to Mr. [redacted] prior to placing his order. In regards to the overnight delivery Mr. [redacted] has mentioned we would like to clarify that overnight delivery is from the date the tickets are ready to be shipped, not the date of purchase. Further information regarding this is available on our site (https://support.vividseats.com/support/solutions/articles/[redacted]-i-selected...⇄ this time we have sufficiently addressed all of Mr. [redacted]'s concerns and consider this matter closed. For any additional concerns Mr. [redacted] has we encourage him to contact our customer service.Regards,Vivid Seats
Complaint: 10941378
I am rejecting this response because:As previously mentioned, Mrs [redacted] was being coerced to accept 4 tickets in lieu of the original 2 tickets requested. ThisCtion to increase the quantity is in direct conflict with the federal laws to force incremental quantities of a product or service on unsuspecting customers. Additionally, Vivid Seats is subject to violations for Federal Laws applicable for bait and switch. Clearly, Mrs [redacted] attempted to negate this transaction on multiple occurrences through email and phone and was rejected.Mrs. [redacted] never accepted nor used the tickets in question and, therefore requests a full refund for her $900 plus purchase. Thank you in advance for your support in this matter.
Sincerely,
Debra [redacted]
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with our customer to discuss this matter and both parties consider this matter resolved. The previously discussed resolution was issued on 1/09/2018 though there appeared to be an inaccuracy on PayPal's end....
Nevertheless, the resolution was successfully issued on 2/13/2018. As such, we hope that our customer will consider Vivid Seats for their future event ticket needs. If our customer has any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team for assistance.Regards,Vivid Seats
Ms. [redacted] has noted that the tickets she purchased for Aladdin were changed by the seller before delivery. We are confident that the resulting seats were, as stated in our previous response, an equivalent mirrored section to the original section and row. The order was fulfilled in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html) which Ms. [redacted] agreed to in order to complete her purchase. These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats."" This policy is reiterated in our 100% Buyer Guarantee and FAQ page.Due to the nature of our business, we are not 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 and filled it appropriately, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be in violation of the Sales Terms and Conditions—that Ms. [redacted] consented to during checkout. In the scope of customer satisfaction, even though we were not at fault, Vivid Seats reached out to Ms. [redacted] and offered a resolution, which she declined. If Ms. [redacted] wishes to discuss the matter further, we welcome her to contact a member of our management team.
Thank you for reaching out to us regarding this matter. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
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. On 07/14/2015, Mr. [redacted] purchased tickets to see Janet Jackson on 02/22/16. This event was later postponed by the artist and/or venue for a later date....
They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout.This policy is in place with the goal of ensuring that the customer can attend the event they originally selected. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we resolved this matter with Mr. [redacted] and hope he will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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 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 side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $600.00 highlighted in bold text. 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 $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 transfer. Their valid, electronic tickets were sent via mobile transfer on 10/21/2017 for our customer to accept and display on a mobile device for their event that is scheduled to take place on 12/31/2017. It should be noted, however, that upon receiving this ticket transfer notification, our customer declined the ticket transfer. This 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 offer. As 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 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 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 parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for providing us with this response. Although our customer continues to press forward, we maintain that the tickets in row 3 are an upgrade from the tickets in row 2 as they are closer to the stage. We maintain that we have fully adhered to the sales terms and conditions which were agreed to by our customer and have fully addressed our customer's concerns. As such, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: The company did not address the complaint.Sorry if the truth hurts.Please be aware and stay away from this company. Sincerely,
Matthew [redacted]
Vivid Seats has reached out to Ms. [redacted]fe and both parties have found an amicable resolution. If Ms. [redacted]fe has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
We appreciate the opportunity to address Mr. [redacted]'s concern. 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.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. And, 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. Before Mr. [redacted] completed his order, he was informed that the estimated “in-hand” date, or delivery date, of his tickets was 05/23/2016. While many tickets are available to ship as soon as the seller confirms the order, tickets to certain events, may not be released by the team or box office until close to the event date. Before placing his order, Mr. [redacted] was informed that the requested tickets might not be delivered until just a few days prior to the event—and in this case, the venue has not yet released the requested tickets to the original purchaser.Mr. [redacted] is guaranteed to receive his tickets before the event in accordance to our 100% Buyer Guarantee. We have updated the shipping on his order to a FedEx Priority Overnight Delivery, which means when the tickets do ship he will receive them the next business day. We ask Mr. [redacted] to remain patient and if he has any further questions to reach out to our management team.
Complaint: 12117717
I am rejecting this response because: I have been too busy to reply. But I am not satisfied. If they are going to charge for shipping then they should ship the tickets, and they did not. I pick the tickets up from the seller. That is just wrong, and it's a scam. They are stealing people's money. They also claim they are very clear on their fees which is also false. I did not know the total until I received a notice from my credit card company that there was a charge which was $150 more than I expected. If they are as clear as they claim, then how come the ticket price plus fees and shipping weren't itemized and shown, before you push the purchase button on the site. SCAM, SCAM, SCAM!!!!!!!!!!!!!!!!!
Sincerely,
Kurt [redacted]
Vivid Seats appreciates the opportunity to address Mr. Lee'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 is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellers. This means that tickets purchased on our site are subject to change and Vivid Seats is not made aware of such arrangements ahead of time. It also means we are unable to guarantee the type of ticket you will receive. It also means we are unable to guarantee the type of ticket you will receive, only the type of delivery. For this reason, we only guarantee the validity of tickets rather than the format they will come in.
[redacted] expresses frustration that the tickets he purchased for the New York Rangers at the Chicago Blackhawks (Stanley Cup Ceremony) were automatically adjusted by the seller before delivery, but we are confident that the resulting seats were, in fact, comparable to the original section and row. Our records also indicate that the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html). These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats."" This policy is reiterated in our 100% Buyer Guarantee and FAQ page.
Vivid Seats maintains that these tickets were comparable to those [redacted] ordered, and as they were valid for entry, we are unable to provide a full refund. However, because customer satisfaction is important to us, we have refunded a significant portion of the service fee associated with his order as a one-time courtesy. As this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensation. We encourage [redacted] to reach out to our management team with any further questions or concerns.
Thank you for reaching out to us. We have been in contact with Ms. [redacted] and in the interest of customer service, have found a resolution that suits both parties. 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 Ms. [redacted] to utilize this resource for any additional concerns; as it currently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our process.When Mr[redacted] placed his order on 3/15/2017, he was notified that his tickets were classified as Electronic Transfer via Ticketmaster transfer. This type of ticket is dependent upon the primary market, with which we have no affiliation. In order to receive these tickets, customers must create a Ticketmaster account with the same email address provided during checkout. After Mr. [redacted] placed his order at 1:19 PM CST, his tickets were transferred to his account minutes later at 1:38 PM CST. Mr. [redacted] originally contacted us on 3/17/2017 to discuss his order in relation to the Electronic Transfer of his tickets. We spoke with Mr. [redacted] several times this day to provide assistance in accepting the transfer. At this time, we also contacted the seller of Mr. [redacted] tickets to provide documentation verifying that the tickets were in fact transferred to Mr. Belcher. Additionally, we asked Mr. [redacted] to provide a documentation of his Ticketmaster account so that we could provide further assistance and bring clarity to the situation.The seller provided documents substantiating that the tickets were in fact transferred to Mr. Belcher. At this time, we are still awaiting the requested documentation from Mr. Belcher. As it currently stands, we consider this matter closed and encourage Mr. [redacted] to provide the requested information so that we may reach an amicable resolution.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted]...
has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team.Regards,Vivid Seats