Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 12/30/2015, Mr. [redacted] purchased tickets to see AC/DC on 03/23/16. This event was later postponed by the artist for 9/4/16. He has since indicated that he 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 him to contact a member of our customer service team. Regards,Vivid Seats
Thank you for the opportunity to address Ms. [redacted] 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 order total, 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 section and row, number and prices of tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, because customers are purchasing tickets owned and listed by individual resellers, we 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." These messages would have been clearly visible to Ms. [redacted] during the purchase process. We do consider this matter closed but encourage Ms. [redacted] to reach out to our customer service team with any additional concerns.
Thank you for reaching out to us regarding this issue, 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. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. In regards to her statement, we kept Ms. [redacted] updated during this process and the tickets were successfully delivered by [redacted] prior to the event, in accordance with our Sales Terms and Conditions. As 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 while this remains active. We hope Ms. [redacted] was able to enjoy her event; as it stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders.When Ms....
[redacted] initially contacted us, she indicated that her tickets went missing and she was unsure whether or not the tickets had been stolen. At that time our customer service department worked with Ms. [redacted] and the seller to find a resolution. Per our sales terms which must be agreed upon at checkout in order for a transaction to complete, “Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to you.” Still, because we wanted to make sure Ms. [redacted] was able to attend the event, we were able to get these tickets reissued for Ms. [redacted] in order to guarantee entry to the event. She downloaded these reissued tickets, allowing her to use these to gain access. Our customer service department handled multiple inquiries from Ms. [redacted] both on the day of the event and after in an effort to assist her. Further investigation into this matter we determined that the original seller fulfilled their commitments and could not be held liable for any issue regarding the tickets being denied at entry to the venue.We have been in contact with Ms. [redacted] regarding this issue, but have been unable to reach an amicable resolution, even following multiple phone calls to her after the day of the event. While our management team is available to handle any additional concerns that Ms. [redacted] may have regarding this or other orders she has placed, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 2/26/2015, Ms. [redacted] purchased tickets to see AC/DC on 03/23/16. 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 Ms. [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 Ms. [redacted] and hope she 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 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. Our website is completely user-driven, meaning all order details are either selected or input directly by customers. Our customer navigated our website and viewed tickets for [redacted] at [redacted] on 8/15/2017. One our customer selected the ticket listing they were interested in for four seats in Section: 530 Row: 2, they continued to the Login page which displayed a detailed order summary on the right side that stated all event and ticket information, including ticket quantity. After the customer entered an email address to create an account, they then navigated to the Checkout page, which featured an even more in-depth order summary that reiterated the number and prices of their tickets, delivery and service fees, and the total charge of $179.95 highlighted in bold text. At this point, our customer was presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to 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 $179.95.” 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. 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 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. Our site is completely user-driven meaning no order can be placed without the customer having been presented with, and agree upon, the order details including the order total. After our customer selected the event and listing they were interested in, they were prompted to enter an email address to create an account, they proceeded through several steps to navigate to the Checkout page, which featured an in-depth order summary that displayed the number and prices of their tickets, delivery and service fees, and the total charge of $407.50 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, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $407.50.” 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 event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we discussed this matter with our customer to provide clarification. As all order details and policies were presented and agreed upon by our customer, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. [redacted]’ order was one such case. Prior to closing this investigation, Ms. [redacted] has filed a dispute with her financial institution regarding this process. Due to the nature of the dispute process, Ms. [redacted] will be receiving a full refund, per our guarantee, once the dispute is closed. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding the dispute process, we encourage her to contact her bank.Regards,Vivid Seats
Thank you for contacting us in reference to this matter. At Vivid Seats, we appreciate the opportunity to address the concerns of our valued customer, Mr. [redacted]. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to...
connect customers with individual ticket holders and amazing live events. Mr. [redacted] stated that we cancelled his order to resell after the World Series event was determined; this should be noted as inaccurate. At Vivid Seats, cardholder and account security is of the utmost importance. Mr. [redacted] placed his order on 10/22 at 8:40 PM. It should be noted that, as stated in our Sales Terms and Conditions to which Mr. [redacted] agreed prior to purchase, "Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason." Upon review by our internal verification team we were not able to verify that this was an authorized transaction, and the order was canceled. Mr. [redacted]’s order was canceled at 8:52 PM and his credit card was not charged. As such, we consider this matter closed. Regards, Vivid Seats
Thank you for your response to this matter. Vivid Seats has fully adhered to our sales terms and attempted to resolve this matter with Ms. [redacted]. In doing so, we stepped outside of the agreed to policies and offered a courtesy resolution, to which she accepted. Additionally, Ms. [redacted] has received her valid tickets therefore fulfilling our guarantee. As such, we have thoroughly addressed Ms. [redacted]'s concerns and consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: I just can't understand how a company sells me tickets to specific seats then NEVER had them in the first place. If Vivid Seats actually had the original seating that I purchased, then I would not had needed to be moved completely out of my original seating. So I feel that this company is fraudulent from the beginning. If a company states tickets for specific seats, and never really had them, then how could a company be allowed to sell something they never had? Vivid Seats thinks that because they sold me seats, it is ok, and that they are full filled their contract. But seriously, then why was I originally given the seating arrangement, offered the choice of the seats at the venue, and switched to seating that was in a different location than originally stated? I will never agree with this company's excuses, or statements. What they offer, should be what I purchased. The seating I received was nowhere upgraded, nowhere in the area of what I was promised at the original time they took my money. I feel this company should not be able to sell the consumer tickets that the consumer never authorized. So at this time, I feel Vivid Seats completely misrepresented and never fulfilled their contract.
Sincerely,
Lori [redacted]
Complaint: 10974281
I am rejecting this response because: It is inaccurate and self-serving. According to the terms and conditions specified at Vivid Seats' website, Vivid Seats is obligated to "use commercially reasonable efforts to procure and timely deliver the exact tickets ordered." Only after making those efforts does Vivid Seats acquire the right to replace tickets "with comparable or upgraded tickets."Vivid Seats' website describes exactly which seats are then currently available for purchase. In the case of this performance there were numerous seats being offered at exactly specified locations. Indeed, the substitute tickets sent to us were listed. We rejected those seats in favor of purchasing exactly the seats we wanted, as the seats being ordered are for our 8 and 9-year old grandchildren who we expected to be seated directly in front of the seats to be occupied by their parents. Literally moments after ordering the seats we wanted, we received an email confirming the purchase and specifying the seats we ordered. That email is timestamped 3:29pm.At 3:30pm, at most 1 minute later, a second email was received stating "Your tickets are ready to print!"The first we learned that different seats had been substituted was after we printed the tickets. As best we can tell, Vivid Seats had not bothered to make sure that the seats it was advertising were, in fact, available, or that the tickets sent to us for download were the seats we were induced to order, based on the specificity of the many seating locations.In any event, it is obvious that, in the minute which elapsed between the email accepting our order for the specified tickets and the second email sending us different tickets, Vivid Seats never attempted to "use commercially reasonable efforts to procure and timely deliver the exact tickets ordered." Since no such effort was made, Vivid Seats failed to satisfy the condition precedent to their obtaining the right to substitute different seats.Vivid Seats has now said that they offered to refund part of the purchase price. I have nothing in writing to that effect. If they wish to make a reasonable offer. It will be considered.
Sincerely,
Janet [redacted]
Thank you for contacting us regarding the concerns of our valued customer, Mr. [redacted]. Vivid Seats appreciates the opportunity to address this matter. We are a secondary ticket marketplace, meaning that we have no affiliation with any venue or box office and do not own or generate any tickets as a...
primary issuer. Rather, our role is to facilitate transactions between fans and tickets holders. All orders on our site are covered by the full protection of our 100% Buyer Guarantee, and accordingly we hold our sellers to the highest standards. As part of this guarantee, we carefully screen all sellers on our site to ensure that their inventory is listed correctly and distributed accurately.However, since the hundreds of sellers on our site list and sell thousands of tickets each day, a clerical error may occur in an extremely rare instance. After reviewing Mr. [redacted]'s order, we have determined that one such error did occur. As part of our effort to provide excellent customer service, we have reached out to Mr. [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 Mr. [redacted] will choose Vivid Seats for his future event ticket needs. If he has any further questions regarding this or any other matter, we encourage him to contact our customer service team.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 checkout process.As Mr. [redacted] stated, he placed an order on 5/30/2016 for an event 4/1/2017. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their estimated In-Hand Date, 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 Mr. [redacted] selected the tickets he was interested in, he continued to the Login page which displayed a detailed order summary on the right side. After the customer entered an email address to create an account, he then navigated to the Checkout page, which featured 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 bold text. Below this order total Mr. [redacted] was presented with the message, “Estimated Delivery Date 3/31/2017.” At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to 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).”Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery date. Rather, the estimated Delivery Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. This information was clearly presented to Mr. [redacted] before he submitted his order, and was additionally discussed with the customer by phone afterwards. 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.Mr. [redacted] contacted us on 3/7/2017 to discuss this matter and at this time we offered a courtesy resolution. This offer was made in the interest of customer service as all pricing and order details were adequately displayed; however, Mr. [redacted] declined this offer. Per our 100% Buyer Guarantee, we ensure customers will receive their valid tickets prior to their event. As the estimated Delivery Date of his tickets was provided prior to purchase and via email immediately after the order was placed, we consider this matter closed. If Mr. [redacted] has any additional concerns regarding his order we encourage him to contact our customer service.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted] and we have reached an amicable resolution. We did want to take time to address her concerns.On 9/16/15, Ms. [redacted] purchased tickets to see Janet Jackson on 5/24/16. This event...
was later postponed by the artist and/or venue for a later date. It should be noted that Ms. [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 elected to attend. 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 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 welcome her 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.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution for both parties; as such, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Though Ms. [redacted] stated that she ordered two tickets, this should be noted as inaccurate. Our website is user-driven meaning all order details, such as quantity of tickets, is information the customer either selects or inputs. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, 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 Ms. [redacted] viewed the tickets she was interested in, she had the option to adjust the quantity of tickets. She then continued to the Login page which displayed a detailed order summary on the right side and again offered the opportunity to alter the quantity selected. After Ms. [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of her tickets, delivery and service fees, and the total charge of $335.00 highlighted in bold, red text. This order total was displayed for Ms. [redacted] prior to entering any payment information and again offered another chance to select her preferred quantity. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this the order total was reiterated for Ms. [redacted], “By clicking ‘Place Order,’ your credit card will be charged $335.00.” 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).” 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 sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Ms. [redacted] placed her order on 11/21 and received her valid tickets immediately. As such, we consider this matter closed. If Ms. [redacted] has any further concerns, we encourage her to contact our customer service. Regards, Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Wow. Again, you are trying to blame me for some reason. I am very contactable. The problem is that you didn't contact me when you should have. You contacted me AFTER the fact. I was given misleading information by one of your many customer service reps, and that is what led to this whole mess. If not offering a refund, then, what resolution am I calling you about? To be treated poorly by your "customer service" team again?
Sincerely,
[redacted]
Thank you for getting back to us regarding this issue. While Mr. [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this 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 unfair and in violation of the Sales Terms and Conditions that Mr. [redacted] consented to during checkout. If Mr. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 12/30/2015, Mr. [redacted] purchased tickets to see AC/DC on 03/23/16. This event was later postponed by the artist for 9/4/16. He has since indicated that he 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 him to contact a member of our customer service team. Regards,Vivid Seats
Thank you for the opportunity to address Ms. [redacted] 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 order total, 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 section and row, number and prices of tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, because customers are purchasing tickets owned and listed by individual resellers, we 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." These messages would have been clearly visible to Ms. [redacted] during the purchase process. We do consider this matter closed but encourage Ms. [redacted] to reach out to our customer service team with any additional concerns.
Thank you for reaching out to us regarding this issue, 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. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. In regards to her statement, we kept Ms. [redacted] updated during this process and the tickets were successfully delivered by [redacted] prior to the event, in accordance with our Sales Terms and Conditions. As 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 while this remains active. We hope Ms. [redacted] was able to enjoy her event; as it stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders.When Ms....
[redacted] initially contacted us, she indicated that her tickets went missing and she was unsure whether or not the tickets had been stolen. At that time our customer service department worked with Ms. [redacted] and the seller to find a resolution. Per our sales terms which must be agreed upon at checkout in order for a transaction to complete, “Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to you.” Still, because we wanted to make sure Ms. [redacted] was able to attend the event, we were able to get these tickets reissued for Ms. [redacted] in order to guarantee entry to the event. She downloaded these reissued tickets, allowing her to use these to gain access. Our customer service department handled multiple inquiries from Ms. [redacted] both on the day of the event and after in an effort to assist her. Further investigation into this matter we determined that the original seller fulfilled their commitments and could not be held liable for any issue regarding the tickets being denied at entry to the venue.We have been in contact with Ms. [redacted] regarding this issue, but have been unable to reach an amicable resolution, even following multiple phone calls to her after the day of the event. While our management team is available to handle any additional concerns that Ms. [redacted] may have regarding this or other orders she has placed, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 2/26/2015, Ms. [redacted] purchased tickets to see AC/DC on 03/23/16. 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 Ms. [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 Ms. [redacted] and hope she 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 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. Our website is completely user-driven, meaning all order details are either selected or input directly by customers. Our customer navigated our website and viewed tickets for [redacted] at [redacted] on 8/15/2017. One our customer selected the ticket listing they were interested in for four seats in Section: 530 Row: 2, they continued to the Login page which displayed a detailed order summary on the right side that stated all event and ticket information, including ticket quantity. After the customer entered an email address to create an account, they then navigated to the Checkout page, which featured an even more in-depth order summary that reiterated the number and prices of their tickets, delivery and service fees, and the total charge of $179.95 highlighted in bold text. At this point, our customer was presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to 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 $179.95.” 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. 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 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. Our site is completely user-driven meaning no order can be placed without the customer having been presented with, and agree upon, the order details including the order total. After our customer selected the event and listing they were interested in, they were prompted to enter an email address to create an account, they proceeded through several steps to navigate to the Checkout page, which featured an in-depth order summary that displayed the number and prices of their tickets, delivery and service fees, and the total charge of $407.50 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, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $407.50.” 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 event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we discussed this matter with our customer to provide clarification. As all order details and policies were presented and agreed upon by our customer, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. [redacted]’ order was one such case. Prior to closing this investigation, Ms. [redacted] has filed a dispute with her financial institution regarding this process. Due to the nature of the dispute process, Ms. [redacted] will be receiving a full refund, per our guarantee, once the dispute is closed. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding the dispute process, we encourage her to contact her bank.Regards,Vivid Seats
Thank you for contacting us in reference to this matter. At Vivid Seats, we appreciate the opportunity to address the concerns of our valued customer, Mr. [redacted]. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to...
connect customers with individual ticket holders and amazing live events. Mr. [redacted] stated that we cancelled his order to resell after the World Series event was determined; this should be noted as inaccurate. At Vivid Seats, cardholder and account security is of the utmost importance. Mr. [redacted] placed his order on 10/22 at 8:40 PM. It should be noted that, as stated in our Sales Terms and Conditions to which Mr. [redacted] agreed prior to purchase, "Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason." Upon review by our internal verification team we were not able to verify that this was an authorized transaction, and the order was canceled. Mr. [redacted]’s order was canceled at 8:52 PM and his credit card was not charged. As such, we consider this matter closed. Regards, Vivid Seats
Thank you for your response to this matter. Vivid Seats has fully adhered to our sales terms and attempted to resolve this matter with Ms. [redacted]. In doing so, we stepped outside of the agreed to policies and offered a courtesy resolution, to which she accepted. Additionally, Ms. [redacted] has received her valid tickets therefore fulfilling our guarantee. As such, we have thoroughly addressed Ms. [redacted]'s concerns and consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: I just can't understand how a company sells me tickets to specific seats then NEVER had them in the first place. If Vivid Seats actually had the original seating that I purchased, then I would not had needed to be moved completely out of my original seating. So I feel that this company is fraudulent from the beginning. If a company states tickets for specific seats, and never really had them, then how could a company be allowed to sell something they never had? Vivid Seats thinks that because they sold me seats, it is ok, and that they are full filled their contract. But seriously, then why was I originally given the seating arrangement, offered the choice of the seats at the venue, and switched to seating that was in a different location than originally stated? I will never agree with this company's excuses, or statements. What they offer, should be what I purchased. The seating I received was nowhere upgraded, nowhere in the area of what I was promised at the original time they took my money. I feel this company should not be able to sell the consumer tickets that the consumer never authorized. So at this time, I feel Vivid Seats completely misrepresented and never fulfilled their contract.
Sincerely,
Lori [redacted]
Complaint: 10974281
I am rejecting this response because: It is inaccurate and self-serving. According to the terms and conditions specified at Vivid Seats' website, Vivid Seats is obligated to "use commercially reasonable efforts to procure and timely deliver the exact tickets ordered." Only after making those efforts does Vivid Seats acquire the right to replace tickets "with comparable or upgraded tickets."Vivid Seats' website describes exactly which seats are then currently available for purchase. In the case of this performance there were numerous seats being offered at exactly specified locations. Indeed, the substitute tickets sent to us were listed. We rejected those seats in favor of purchasing exactly the seats we wanted, as the seats being ordered are for our 8 and 9-year old grandchildren who we expected to be seated directly in front of the seats to be occupied by their parents. Literally moments after ordering the seats we wanted, we received an email confirming the purchase and specifying the seats we ordered. That email is timestamped 3:29pm.At 3:30pm, at most 1 minute later, a second email was received stating "Your tickets are ready to print!"The first we learned that different seats had been substituted was after we printed the tickets. As best we can tell, Vivid Seats had not bothered to make sure that the seats it was advertising were, in fact, available, or that the tickets sent to us for download were the seats we were induced to order, based on the specificity of the many seating locations.In any event, it is obvious that, in the minute which elapsed between the email accepting our order for the specified tickets and the second email sending us different tickets, Vivid Seats never attempted to "use commercially reasonable efforts to procure and timely deliver the exact tickets ordered." Since no such effort was made, Vivid Seats failed to satisfy the condition precedent to their obtaining the right to substitute different seats.Vivid Seats has now said that they offered to refund part of the purchase price. I have nothing in writing to that effect. If they wish to make a reasonable offer. It will be considered.
Sincerely,
Janet [redacted]
Thank you for contacting us regarding the concerns of our valued customer, Mr. [redacted]. Vivid Seats appreciates the opportunity to address this matter. We are a secondary ticket marketplace, meaning that we have no affiliation with any venue or box office and do not own or generate any tickets as a...
primary issuer. Rather, our role is to facilitate transactions between fans and tickets holders. All orders on our site are covered by the full protection of our 100% Buyer Guarantee, and accordingly we hold our sellers to the highest standards. As part of this guarantee, we carefully screen all sellers on our site to ensure that their inventory is listed correctly and distributed accurately.However, since the hundreds of sellers on our site list and sell thousands of tickets each day, a clerical error may occur in an extremely rare instance. After reviewing Mr. [redacted]'s order, we have determined that one such error did occur. As part of our effort to provide excellent customer service, we have reached out to Mr. [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 Mr. [redacted] will choose Vivid Seats for his future event ticket needs. If he has any further questions regarding this or any other matter, we encourage him to contact our customer service team.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 checkout process.As Mr. [redacted] stated, he placed an order on 5/30/2016 for an event 4/1/2017. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their estimated In-Hand Date, 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 Mr. [redacted] selected the tickets he was interested in, he continued to the Login page which displayed a detailed order summary on the right side. After the customer entered an email address to create an account, he then navigated to the Checkout page, which featured 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 bold text. Below this order total Mr. [redacted] was presented with the message, “Estimated Delivery Date 3/31/2017.” At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to 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).”Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery date. Rather, the estimated Delivery Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. This information was clearly presented to Mr. [redacted] before he submitted his order, and was additionally discussed with the customer by phone afterwards. 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.Mr. [redacted] contacted us on 3/7/2017 to discuss this matter and at this time we offered a courtesy resolution. This offer was made in the interest of customer service as all pricing and order details were adequately displayed; however, Mr. [redacted] declined this offer. Per our 100% Buyer Guarantee, we ensure customers will receive their valid tickets prior to their event. As the estimated Delivery Date of his tickets was provided prior to purchase and via email immediately after the order was placed, we consider this matter closed. If Mr. [redacted] has any additional concerns regarding his order we encourage him to contact our customer service.Regards,Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted] and we have reached an amicable resolution. We did want to take time to address her concerns.On 9/16/15, Ms. [redacted] purchased tickets to see Janet Jackson on 5/24/16. This event...
was later postponed by the artist and/or venue for a later date. It should be noted that Ms. [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 elected to attend. 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 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 welcome her 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.Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution for both parties; as such, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Though Ms. [redacted] stated that she ordered two tickets, this should be noted as inaccurate. Our website is user-driven meaning all order details, such as quantity of tickets, is information the customer either selects or inputs. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, 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 Ms. [redacted] viewed the tickets she was interested in, she had the option to adjust the quantity of tickets. She then continued to the Login page which displayed a detailed order summary on the right side and again offered the opportunity to alter the quantity selected. After Ms. [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of her tickets, delivery and service fees, and the total charge of $335.00 highlighted in bold, red text. This order total was displayed for Ms. [redacted] prior to entering any payment information and again offered another chance to select her preferred quantity. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this the order total was reiterated for Ms. [redacted], “By clicking ‘Place Order,’ your credit card will be charged $335.00.” 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).” 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 sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Ms. [redacted] placed her order on 11/21 and received her valid tickets immediately. As such, we consider this matter closed. If Ms. [redacted] has any further concerns, we encourage her to contact our customer service. Regards, Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Wow. Again, you are trying to blame me for some reason. I am very contactable. The problem is that you didn't contact me when you should have. You contacted me AFTER the fact. I was given misleading information by one of your many customer service reps, and that is what led to this whole mess. If not offering a refund, then, what resolution am I calling you about? To be treated poorly by your "customer service" team again?
Sincerely,
[redacted]
Thank you for getting back to us regarding this issue. While Mr. [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this 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 unfair and in violation of the Sales Terms and Conditions that Mr. [redacted] consented to during checkout. If Mr. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats