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. Thank you Vivid Seats for accommodating this request. I use your services all the time and will continue to do so in the future, along with informing my peers what a exceptional customer service you have provided. I am actually about to buy Florence and the Machine Barclays. :) Thank you!!
Sincerely,
Michael Cisneros
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.It should be noted that 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, such as price per ticket and total. 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. Ms. [redacted] is shown both the number and price of said tickets, delivery and service fees, as well as 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. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats. Since, customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." These messages would have been clearly visible to Ms. [redacted] during the purchase process. Vivid Seats takes customer satisfaction very seriously, and it's for this reason that we have reached out to Ms. [redacted] with a proposed solution. However, after multiple attempts, we were unable to reach an amicable resolution. While our offer still stands should Ms [redacted] wishes to reconsider, at this time we have done all we can to assist, and therefore we consider this matter closed. Regards,Vivid Seats
Initial Business Response /* (1000, 5, 2015/09/01) */
We regret hearing of Mr. [redacted]'s dissatisfaction, but we appreciate the opportunity to address his 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 serviceand maintaining a simple, transparent checkout process.
Mr. [redacted] claims that he did not receive the correct tickets/tickets for seats in the section that he requested. However, this is inaccurate. Mr. [redacted] received what was selected. We have confirmed with multiple representatives at the venue that section 127L is part of section 127, not a separate, differently valued section as Mr. [redacted] claims. This is also reflected on the official venue map. http://www.rogerscentre.com/seatmaps/2015_Jays The tickets Mr. [redacted] received were well within the section he requested when placing his order.
Vivid Seats contends that as Mr. [redacted] was not misled regarding the nature of his tickets, and as those tickets were consistent with his order and valid for entry, we are unable to fully refund the order, though we have refunded some of his service fees as a courtesy. We also intend to honor the courtesy promotion that we previously offered. If Mr. [redacted] is interested in pursuing this option, we welcome him to contact a member of our customer service team for assistance.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is a just smoke and mirrors. It is funny that when you talk to different people at Vivid you will get different answers . Talk to a sale agent selling the tickets they tell you that 127 and 127L are two different areas which I was well aware of. That is why I bought what was supposed to be section 127. I could have bought section 127L for $200 less. The so called manager I talked to when I got to the ball game totally agreed with me that they were wrong and issued me a credit. I did not realize that the seats I purchased and the seats I got were about 100 seats further from home plate until getting off the phone and getting to the seats.when I asked the person directing people to their seats , he said this is section 127 and you are not in this section which was quit a ways away. When I called back after the event to use the credit the rep on the phone agreed that 127 and 127L were different areas for sure. if you go on their site you will see in fact they advertise them as different sections. if they were the same why would every site selling tickets have a 127 and a 127L. I have the name and phone number of the person I talked to at the [redacted] center and they said there is definitely a difference between the two and you should contact Vivid and get your money back. I explained this before but I could have bought the 127L tickets for $200 less. Also when talked to someone at Vivid he looked at the notes on the file ,,,, it said they contacted the seller of the tickets, NOT the venue. Vivid is located in Chicago , They haven't been to Rogers center. If they were they would clearly see there is a big difference from 127 and 127L. A manager I talked to also told me they wouldn't do anything else, and he also stated that they didn't have to declare the difference between 127 and 127L. This is why the credit they offered isn't worth it because I cant trust the stories different people at Vivid give. Isn't it funny that if there was only a section 127, why would they and every ticket seller have the differentiation between the two on the sites . In this case they were selling me 127L when my contract shows 127 not 127L . Why did the original manager I contacted agree and say I got the wrong tickets and every sales rep I talked to agree on the issue. My problem is not being able to trust these people now. As you can see by all the other bad reviews and complaints they have against them that this isn't the first time they have tried to take advantage of people. I have never seen that many complaints with the Revdex.com , I guess I should have checked this site first and reviews. Its pretty clear that they aren't very clear on what they should be declaring. Especially when I paid $1,100 [redacted] for tickets that have a face value of $73 . In most situations people would charged with scalping. I guess this is the legal version?
[redacted] Ticket Speculation Act and [redacted] Amusements Act both forbid reselling of a ticket for higher than face value. This is a copy of my purchase,,,,,3 New York Yankees at Toronto Blue Jays (Bell, Moseby & Barfield Bobblehead Giveaway)
[redacted] Centre
Sun. Aug 16, XXXX X:XX PM Section: 127 Row: 14,,,,
You can clearly see this is VERY misleading,,, There is NO section 127 row 14,, seats 108,109,110.
The tickets they printed were 127L . Again its pretty what they did. Its defiantly not a good way of doing business and there reviews reflect that.
You can clearly see why I have a hard time trusting them to use a credit when they are still misleading people.
Final Consumer Response /* (4200, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know how many times I have to say this there was NO confusion on my part. This is a clear case of misleading the public. Like I said before , the manager I first spoke to agreed and that's why she gave me a credit. The biggest problem I have is that since you are still advertising the tickets I bought as 127 and not 127L which is what they are. Vivids sales people agree there is a difference too. When one of the managers told me they called the venue that was a lie. Customer service told me in the notes written on the file , they contacted the seller , NOT the venue. I also said before I called a manager at Rogers Center , I have his name and number. He said there is 100% a difference between 127 and 127L and Vivid should return my money. Please read my previous two statements , its VERY clear I was mislead. Right in there statement the say my seats were section 127. I couldn't sit in 127 because my seats were 127L, Thats 127L that they gave me. Why does Rogers center, sales reps and the manager that gave me the credit agree that I was right. Just because Vivid doesn't want to do the right thing and THEY consider this matter solved. How does that make sense. I don't trust them to order more tickets and according to there complaints to Revdex.com and bad reviews I hope you can understand what they are trying to do here. I thought my previous two statements were pretty clear that they don't like to be honest and disclose the fact that they DO mislead people. The person representing them with their response has NOT been to [redacted] center obviously. If anyone involved was to check they would see I am completely right on this matter.
Why is Vivid still selling 127 and 127L if there is no difference. Because there IS a difference. Not sure why we are still wasting time on this when its very clear whats up with Vivid.
Final Business Response /* (4000, 9, 2015/09/11) */
Vivid Seats regrets Mr. [redacted]'s dissatisfaction with his recent ticket buying experience. While we are sympathetic to Mr. [redacted]'s situation, we must emphasize that Vivid Seats facilitates thousands of successful transactions each day with customers who are fully aware of their seat location, so we are confident in the transparency and fairness of our checkout process.
Mr. [redacted]'s comment that the seats were approximately one hundred seats away from what he ordered is false. As stated in our prior response, we have confirmed with representatives at the [redacted] Centre that section 127L is part of section 127, not a separate section. Since his tickets were listed and provided in Section 127 and he was provided tickets in that section, we are finding it difficult to understand his confusion. We provided Mr. [redacted] valid tickets for entry in the section he selected when he placed his order online.
Vivid Seats maintains that Mr. [redacted] was not misled regarding the nature or location of his tickets. As Mr. [redacted] was provided valid tickets for the event, we are unable to cancel or refund the order and we consider this matter resolved. We have provided a partial courtesy refund and offered a promotional credit for a future purchase. If Mr. [redacted] is interested in pursuing this option, we welcome him to contact a member of our customer service team for assistance.
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events.On 5/7/16, Mr. [redacted] placed an order for tickets to Washington Nationals at [redacted] which was scheduled to take place on the same day. When [redacted] submitted this order, the selected delivery method was labeled as Special Delivery. Most of the tickets on our marketplace can be shipped via [redacted] or emailed to the purchaser long before the chosen event, but this designation means that the requested tickets must be picked up locally as outlined in the special delivery instructions email that was provided to Mr. [redacted]. This ticket pick up information was sent to [redacted] within minutes of his order being placed and we have a documented IP address that shows that Mr. [redacted] accessed these instructions. We also were in contact with Mr. [redacted] during this time to assist with any difficulties but got disconnected and we were unable to get back in touch with him. In regards to our 100% Buyer Guarantee, Mr. [redacted]’s tickets were valid and available for him to pick up prior to the event at the designated location per the pickup instructions provided to him. Per the agreed-to terms at checkout, we successfully fulfilled the order. In the interest of customer service, we were in contact with Mr. [redacted] regarding this issue and offered a considered resolution which Mr. [redacted] declined. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it stands, we consider this matter closed.Regards, Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. With regard to Mr. [redacted]'s statement that the tickets he received are different than those he ordered, it must be noted that this is inaccurate....
All tickets for the event in question are General Admission tickets, meaning that there are no assigned rows or seats and all attendees are given equal opportunity to access all areas of the venue. To his point regarding the row number printed on the ticket, we would like to provide clarification. Many venues often print section and/or row numbers on their General Admission tickets for the purposes of organizing and tracking inventory. In no way does this practice indicate a difference in seating locations, as the tickets are still for General Admission.With regard to Mr. [redacted]'s statement that his tickets differed in price from their primary-market, or "face," value, it should be noted that this is a common occurrence in our industry. Vivid Seats operates on the secondary market, meaning that all tickets available for purchase on our site are owned and priced by individual ticket sellers, rather than by our company. These prices are set at the discretion of the individual ticket sellers—not by Vivid Seats—based on their assessments of changing factors, such as customer demand. Because prices are not based on their original purchase price, they may be higher or lower than this original amount. This information is presented at the top of every ticket listing page on our website, as well as during checkout.Mr. [redacted]'s valid, authentic tickets were delivered to him moments after he submitted his order on 9/6, and the event took place on 9/9. We have reached out to Mr. [redacted] in an effort to resolve this matter; however, the customer indicated at that time that he did not wish to discuss the matter. Vivid Seats has acted in full accordance with our 100% Buyer Guarantee, and we hope that Mr. [redacted] will choose Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this order, we encourage him to reach out to a member of our customer service team. At this time, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Since the tickets were delivered to the address on file prior to his event, it should be noted that Vivid Seats may not be held accountable in cases such as Mr. [redacted]. However, we have been in contact with Mr. [redacted] and both parties...
have reached 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:this issue is not closed vivid seats is just using rescheduled to avoid refunds. I am having this issues handled by my credit card company and would like no further contact from them as they clearly don't know the difference between rescheduled and cancelled. Clearly this company needs to have this issue addressed.
Mike [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr. [redacted]'s statement about the service fees, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats.Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Mr. [redacted] regarding his concerns and have reached an amicable resolution at this time. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter resolved. 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.
I did try to contact their support team and they did not offer to help me sell my tickets. I was told if the venue doesn't cancel the event there is no exchanges or refunds. I was not offered an option and my kid was so disappointed and [redacted] has now not shown up 3 times in 2 years we did not want to keep our tickets. If they had given me the option to help me sell them if it wasn't cancelled and told me my options I would have been fine with that. They just told me there was nothing I could do, no refunds. Yet I use vivid seats often and the site says quality guarantee and refunds for cancellations. I would suggest they have clear explanations for people and their frustration wouldn't escalate.
Sincerely,
[redacted]
Thank you for your response regarding this matter. Although Ms. [redacted] continues to press forward, Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Ms. [redacted]’s order were shown--was sufficient opportunity for Ms. [redacted] to review this information. Additionally, she was notified that the prices are set by sellers, not Vivid Seats, in accordance with their assessments of multiple market factors including customer demand. After being shown this information, Ms. [redacted] proceeded to check the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted her order for Journey.We previously noted that prior to receiving this claim we attempted to resolve this matter with a courtesy resolution though this offer was declined. As Ms. [redacted] received the tickets which she selected prior to her event, which has since passed, we consider this matter closed. Any additional concerns Ms. [redacted] may have should be directed to 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. 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. On 04/06/2016 Mr. [redacted] placed an order for Miami Marlins at Los Angeles Dodgers on 4/25/16. On 04/14/16 the reseller informed us that Mr. [redacted] tickets were no longer available. Typically orders are filled as requested, but there are rare occasions that the original tickets become unavailable. In these rare circumstances, Vivid Seats works with our resellers to provide comparable or upgraded tickets per our 100% Buyer Guarantee. After reaching out to Mr. [redacted] and offering replacements, Mr. [redacted] declined and opted to cancel his order. As previously stated, we have been in contact with Mr. [redacted] and per our 100% Buyer Guarantee had issued a full refund. If Mr. [redacted] has any additional questions or concerns regarding this order he can reach out to our customer service department for further assistance. 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. 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.On 06/20/2015, Ms. [redacted] purchased tickets to see Janet Jackson on 2/14/16. This event was later postponed by the artist and/or venue for a date to be determined. On 12/28/15, we contacted Ms. Lee to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. Lee cannot receive a refund for rescheduled/postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) as such " All sales are final.No refunds will be given for any reason other than cancellation of the event or failure to timely deliver valid tickets... A buyer may always sell their tickets on the Vivid Seats Marketplace if, after purchase, the buyer decides not to attend the event.We have attempted to contact Ms. [redacted] multiple times but have be unable to reach an amicable resolution. Our management team is available to handle any additional concerns that Ms. [redacted] may have, however, as this event has not been cancelled, we cannot offer the desired resolution and 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. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Mr. [redacted]’s issue regarding a different name being on the tickets they received, it should be noted that this is actually a common occurrence. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name of the original purchaser. We ensure that this is not an error, but simply information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” We have been in contact with Mr. [redacted] regarding this issue and have addressed the name on the tickets holding no bearing on their validity. It should be noted that in addition to this current claim, Mr. [redacted] has also filed a dispute with his credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we encourage Mr. [redacted] to reach out to their bank in regards to its outcome. Our management team is available to handle any additional concerns that Mr. [redacted] may have, 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. 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 event information, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Ms. [redacted] regarding this issue and have addressed her concerns. We offered a resolution but Ms. [redacted] declined this option. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed.Regards,Vivid Seats
I am rejecting this response because: In simple terms, I paid for specific seats from Vivid Seats. Those seats were not available. I deserve a refund of at least 50%. With a 50% refund I would be satisfied. I did not agree to understood terms or conditions, this might have been a glitch in their site. I will bring a class action suit if I have to against Vivid. I will search the Internet to find other people wrong by Vivid and I will and I can take action.
Sincerely,
Robert [redacted]
Complaint: 12368454
I am rejecting this response because:Once again Vivid Seats refuses to acknowledge the problem at hand. They offer a promotion...when you click on that promotion or follow through with the promotion code, you are able to get all the way to the checkout screen which then tells you that the promotion is invalid. In this case, I have provided my phone number, my email address and my mailing address for Vivid Seats to reach out to me. They refuse, because they know that they are wrong. How can I place an order with them, if they are refusing to honor my coupon code. I have called customer service numerous times and have not gotten a phone call back. Very disappointed in the lack of customer service and how this case has been open one month and no one seems to care or do anything. I will be calling my Attorney General over this.
Sincerely,
Brandon [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for a [redacted] concert, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $329.25 highlighted in bold text. As our customer paid with a credit card, this complete breakdown was disclosed prior to entering any payment information. Our customers are then presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $329.25.” Our customer then proceeded to select “Place Order”, at which time their order was complete. No order can be placed on our site without the customer's order total being displayed and them having agreed to our terms and select "Place Order."As a secondary marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that once an order is placed by a customer we are unable to offer refunds and must adhere to an “all sales are final” policy which is a standard throughout the industry and agreed-to by the customer. Prior to receiving this claim, a representative discussed this matter with our customer on the Live Chat application to address their concerns. A manager later attempted to contact our customer though they were unsuccessful in reaching them. Our customer’s valid tickets were delivered on 8/9/2017 and downloaded on 8/10/2017 prior to their event which took place later that evening. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Additionally, our site is completely user-driven meaning all order details are either selected or inputted by the customer. When Ms. [redacted] selected her event, [redacted], she continued to the ticket listing page. At this time, for both orders, Ms. [redacted] selected a listing that was clearly labeled, “Section: Orchestra Row: K Notes: Obstructed View” and "Section: Orchestra Row: H Notes: Obstructed View." Ms. [redacted] was also presented with an interactive map that displayed Orchestra and the four locations that this section contained. Once this listing was selected, Ms. [redacted] continued to the Login page which displays a detailed order summary on the right side prior to both transactions which included the disclosure of an obstructed view. After customers enter 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, the ticket location, and the total charge 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.”As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Ms. [redacted] received the valid tickets, which she selected, for both orders prior to her event which has since passed. As all order details were sufficiently displayed prior to placing her orders, we consider this matter closed. If Ms. [redacted] has any additional concerns pertaining to either order, we encourage her to contact our customer service department.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. Thank you Vivid Seats for accommodating this request. I use your services all the time and will continue to do so in the future, along with informing my peers what a exceptional customer service you have provided. I am actually about to buy Florence and the Machine Barclays. :) Thank you!!
Sincerely,
Michael Cisneros
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.It should be noted that 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, such as price per ticket and total. 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. Ms. [redacted] is shown both the number and price of said tickets, delivery and service fees, as well as 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. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats. Since, customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." These messages would have been clearly visible to Ms. [redacted] during the purchase process. Vivid Seats takes customer satisfaction very seriously, and it's for this reason that we have reached out to Ms. [redacted] with a proposed solution. However, after multiple attempts, we were unable to reach an amicable resolution. While our offer still stands should Ms [redacted] wishes to reconsider, at this time we have done all we can to assist, and therefore we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Randy [redacted]
Initial Business Response /* (1000, 5, 2015/09/01) */
We regret hearing of Mr. [redacted]'s dissatisfaction, but we appreciate the opportunity to address his 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 serviceand maintaining a simple, transparent checkout process.
Mr. [redacted] claims that he did not receive the correct tickets/tickets for seats in the section that he requested. However, this is inaccurate. Mr. [redacted] received what was selected. We have confirmed with multiple representatives at the venue that section 127L is part of section 127, not a separate, differently valued section as Mr. [redacted] claims. This is also reflected on the official venue map. http://www.rogerscentre.com/seatmaps/2015_Jays The tickets Mr. [redacted] received were well within the section he requested when placing his order.
Vivid Seats contends that as Mr. [redacted] was not misled regarding the nature of his tickets, and as those tickets were consistent with his order and valid for entry, we are unable to fully refund the order, though we have refunded some of his service fees as a courtesy. We also intend to honor the courtesy promotion that we previously offered. If Mr. [redacted] is interested in pursuing this option, we welcome him to contact a member of our customer service team for assistance.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is a just smoke and mirrors. It is funny that when you talk to different people at Vivid you will get different answers . Talk to a sale agent selling the tickets they tell you that 127 and 127L are two different areas which I was well aware of. That is why I bought what was supposed to be section 127. I could have bought section 127L for $200 less. The so called manager I talked to when I got to the ball game totally agreed with me that they were wrong and issued me a credit. I did not realize that the seats I purchased and the seats I got were about 100 seats further from home plate until getting off the phone and getting to the seats.when I asked the person directing people to their seats , he said this is section 127 and you are not in this section which was quit a ways away. When I called back after the event to use the credit the rep on the phone agreed that 127 and 127L were different areas for sure. if you go on their site you will see in fact they advertise them as different sections. if they were the same why would every site selling tickets have a 127 and a 127L. I have the name and phone number of the person I talked to at the [redacted] center and they said there is definitely a difference between the two and you should contact Vivid and get your money back. I explained this before but I could have bought the 127L tickets for $200 less. Also when talked to someone at Vivid he looked at the notes on the file ,,,, it said they contacted the seller of the tickets, NOT the venue. Vivid is located in Chicago , They haven't been to Rogers center. If they were they would clearly see there is a big difference from 127 and 127L. A manager I talked to also told me they wouldn't do anything else, and he also stated that they didn't have to declare the difference between 127 and 127L. This is why the credit they offered isn't worth it because I cant trust the stories different people at Vivid give. Isn't it funny that if there was only a section 127, why would they and every ticket seller have the differentiation between the two on the sites . In this case they were selling me 127L when my contract shows 127 not 127L . Why did the original manager I contacted agree and say I got the wrong tickets and every sales rep I talked to agree on the issue. My problem is not being able to trust these people now. As you can see by all the other bad reviews and complaints they have against them that this isn't the first time they have tried to take advantage of people. I have never seen that many complaints with the Revdex.com , I guess I should have checked this site first and reviews. Its pretty clear that they aren't very clear on what they should be declaring. Especially when I paid $1,100 [redacted] for tickets that have a face value of $73 . In most situations people would charged with scalping. I guess this is the legal version?
[redacted] Ticket Speculation Act and [redacted] Amusements Act both forbid reselling of a ticket for higher than face value. This is a copy of my purchase,,,,,3 New York Yankees at Toronto Blue Jays (Bell, Moseby & Barfield Bobblehead Giveaway)
[redacted] Centre
Sun. Aug 16, XXXX X:XX PM Section: 127 Row: 14,,,,
You can clearly see this is VERY misleading,,, There is NO section 127 row 14,, seats 108,109,110.
The tickets they printed were 127L . Again its pretty what they did. Its defiantly not a good way of doing business and there reviews reflect that.
You can clearly see why I have a hard time trusting them to use a credit when they are still misleading people.
Final Consumer Response /* (4200, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know how many times I have to say this there was NO confusion on my part. This is a clear case of misleading the public. Like I said before , the manager I first spoke to agreed and that's why she gave me a credit. The biggest problem I have is that since you are still advertising the tickets I bought as 127 and not 127L which is what they are. Vivids sales people agree there is a difference too. When one of the managers told me they called the venue that was a lie. Customer service told me in the notes written on the file , they contacted the seller , NOT the venue. I also said before I called a manager at Rogers Center , I have his name and number. He said there is 100% a difference between 127 and 127L and Vivid should return my money. Please read my previous two statements , its VERY clear I was mislead. Right in there statement the say my seats were section 127. I couldn't sit in 127 because my seats were 127L, Thats 127L that they gave me. Why does Rogers center, sales reps and the manager that gave me the credit agree that I was right. Just because Vivid doesn't want to do the right thing and THEY consider this matter solved. How does that make sense. I don't trust them to order more tickets and according to there complaints to Revdex.com and bad reviews I hope you can understand what they are trying to do here. I thought my previous two statements were pretty clear that they don't like to be honest and disclose the fact that they DO mislead people. The person representing them with their response has NOT been to [redacted] center obviously. If anyone involved was to check they would see I am completely right on this matter.
Why is Vivid still selling 127 and 127L if there is no difference. Because there IS a difference. Not sure why we are still wasting time on this when its very clear whats up with Vivid.
Final Business Response /* (4000, 9, 2015/09/11) */
Vivid Seats regrets Mr. [redacted]'s dissatisfaction with his recent ticket buying experience. While we are sympathetic to Mr. [redacted]'s situation, we must emphasize that Vivid Seats facilitates thousands of successful transactions each day with customers who are fully aware of their seat location, so we are confident in the transparency and fairness of our checkout process.
Mr. [redacted]'s comment that the seats were approximately one hundred seats away from what he ordered is false. As stated in our prior response, we have confirmed with representatives at the [redacted] Centre that section 127L is part of section 127, not a separate section. Since his tickets were listed and provided in Section 127 and he was provided tickets in that section, we are finding it difficult to understand his confusion. We provided Mr. [redacted] valid tickets for entry in the section he selected when he placed his order online.
Vivid Seats maintains that Mr. [redacted] was not misled regarding the nature or location of his tickets. As Mr. [redacted] was provided valid tickets for the event, we are unable to cancel or refund the order and we consider this matter resolved. We have provided a partial courtesy refund and offered a promotional credit for a future purchase. If Mr. [redacted] is interested in pursuing this option, we welcome him to contact a member of our customer service team for assistance.
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events.On 5/7/16, Mr. [redacted] placed an order for tickets to Washington Nationals at [redacted] which was scheduled to take place on the same day. When [redacted] submitted this order, the selected delivery method was labeled as Special Delivery. Most of the tickets on our marketplace can be shipped via [redacted] or emailed to the purchaser long before the chosen event, but this designation means that the requested tickets must be picked up locally as outlined in the special delivery instructions email that was provided to Mr. [redacted]. This ticket pick up information was sent to [redacted] within minutes of his order being placed and we have a documented IP address that shows that Mr. [redacted] accessed these instructions. We also were in contact with Mr. [redacted] during this time to assist with any difficulties but got disconnected and we were unable to get back in touch with him. In regards to our 100% Buyer Guarantee, Mr. [redacted]’s tickets were valid and available for him to pick up prior to the event at the designated location per the pickup instructions provided to him. Per the agreed-to terms at checkout, we successfully fulfilled the order. In the interest of customer service, we were in contact with Mr. [redacted] regarding this issue and offered a considered resolution which Mr. [redacted] declined. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it stands, we consider this matter closed.Regards, Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. With regard to Mr. [redacted]'s statement that the tickets he received are different than those he ordered, it must be noted that this is inaccurate....
All tickets for the event in question are General Admission tickets, meaning that there are no assigned rows or seats and all attendees are given equal opportunity to access all areas of the venue. To his point regarding the row number printed on the ticket, we would like to provide clarification. Many venues often print section and/or row numbers on their General Admission tickets for the purposes of organizing and tracking inventory. In no way does this practice indicate a difference in seating locations, as the tickets are still for General Admission.With regard to Mr. [redacted]'s statement that his tickets differed in price from their primary-market, or "face," value, it should be noted that this is a common occurrence in our industry. Vivid Seats operates on the secondary market, meaning that all tickets available for purchase on our site are owned and priced by individual ticket sellers, rather than by our company. These prices are set at the discretion of the individual ticket sellers—not by Vivid Seats—based on their assessments of changing factors, such as customer demand. Because prices are not based on their original purchase price, they may be higher or lower than this original amount. This information is presented at the top of every ticket listing page on our website, as well as during checkout.Mr. [redacted]'s valid, authentic tickets were delivered to him moments after he submitted his order on 9/6, and the event took place on 9/9. We have reached out to Mr. [redacted] in an effort to resolve this matter; however, the customer indicated at that time that he did not wish to discuss the matter. Vivid Seats has acted in full accordance with our 100% Buyer Guarantee, and we hope that Mr. [redacted] will choose Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this order, we encourage him to reach out to a member of our customer service team. At this time, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Since the tickets were delivered to the address on file prior to his event, it should be noted that Vivid Seats may not be held accountable in cases such as Mr. [redacted]. However, we have been in contact with Mr. [redacted] and both parties...
have reached 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:this issue is not closed vivid seats is just using rescheduled to avoid refunds. I am having this issues handled by my credit card company and would like no further contact from them as they clearly don't know the difference between rescheduled and cancelled. Clearly this company needs to have this issue addressed.
Mike [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr. [redacted]'s statement about the service fees, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats.Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Mr. [redacted] regarding his concerns and have reached an amicable resolution at this time. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter resolved. 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.
I did try to contact their support team and they did not offer to help me sell my tickets. I was told if the venue doesn't cancel the event there is no exchanges or refunds. I was not offered an option and my kid was so disappointed and [redacted] has now not shown up 3 times in 2 years we did not want to keep our tickets. If they had given me the option to help me sell them if it wasn't cancelled and told me my options I would have been fine with that. They just told me there was nothing I could do, no refunds. Yet I use vivid seats often and the site says quality guarantee and refunds for cancellations. I would suggest they have clear explanations for people and their frustration wouldn't escalate.
Sincerely,
[redacted]
Thank you for your response regarding this matter. Although Ms. [redacted] continues to press forward, Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Ms. [redacted]’s order were shown--was sufficient opportunity for Ms. [redacted] to review this information. Additionally, she was notified that the prices are set by sellers, not Vivid Seats, in accordance with their assessments of multiple market factors including customer demand. After being shown this information, Ms. [redacted] proceeded to check the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted her order for Journey.We previously noted that prior to receiving this claim we attempted to resolve this matter with a courtesy resolution though this offer was declined. As Ms. [redacted] received the tickets which she selected prior to her event, which has since passed, we consider this matter closed. Any additional concerns Ms. [redacted] may have should be directed to 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. 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. On 04/06/2016 Mr. [redacted] placed an order for Miami Marlins at Los Angeles Dodgers on 4/25/16. On 04/14/16 the reseller informed us that Mr. [redacted] tickets were no longer available. Typically orders are filled as requested, but there are rare occasions that the original tickets become unavailable. In these rare circumstances, Vivid Seats works with our resellers to provide comparable or upgraded tickets per our 100% Buyer Guarantee. After reaching out to Mr. [redacted] and offering replacements, Mr. [redacted] declined and opted to cancel his order. As previously stated, we have been in contact with Mr. [redacted] and per our 100% Buyer Guarantee had issued a full refund. If Mr. [redacted] has any additional questions or concerns regarding this order he can reach out to our customer service department for further assistance. 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. 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.On 06/20/2015, Ms. [redacted] purchased tickets to see Janet Jackson on 2/14/16. This event was later postponed by the artist and/or venue for a date to be determined. On 12/28/15, we contacted Ms. Lee to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. Lee cannot receive a refund for rescheduled/postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) as such " All sales are final.No refunds will be given for any reason other than cancellation of the event or failure to timely deliver valid tickets... A buyer may always sell their tickets on the Vivid Seats Marketplace if, after purchase, the buyer decides not to attend the event.We have attempted to contact Ms. [redacted] multiple times but have be unable to reach an amicable resolution. Our management team is available to handle any additional concerns that Ms. [redacted] may have, however, as this event has not been cancelled, we cannot offer the desired resolution and 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. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Mr. [redacted]’s issue regarding a different name being on the tickets they received, it should be noted that this is actually a common occurrence. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name of the original purchaser. We ensure that this is not an error, but simply information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” We have been in contact with Mr. [redacted] regarding this issue and have addressed the name on the tickets holding no bearing on their validity. It should be noted that in addition to this current claim, Mr. [redacted] has also filed a dispute with his credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we encourage Mr. [redacted] to reach out to their bank in regards to its outcome. Our management team is available to handle any additional concerns that Mr. [redacted] may have, as it stands, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: No solution has been proposed or provided by Vivid Seats.
Sincerely,
[redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their event information, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Ms. [redacted] regarding this issue and have addressed her concerns. We offered a resolution but Ms. [redacted] declined this option. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: In simple terms, I paid for specific seats from Vivid Seats. Those seats were not available. I deserve a refund of at least 50%. With a 50% refund I would be satisfied. I did not agree to understood terms or conditions, this might have been a glitch in their site. I will bring a class action suit if I have to against Vivid. I will search the Internet to find other people wrong by Vivid and I will and I can take action.
Sincerely,
Robert [redacted]
Complaint: 12368454
I am rejecting this response because:Once again Vivid Seats refuses to acknowledge the problem at hand. They offer a promotion...when you click on that promotion or follow through with the promotion code, you are able to get all the way to the checkout screen which then tells you that the promotion is invalid. In this case, I have provided my phone number, my email address and my mailing address for Vivid Seats to reach out to me. They refuse, because they know that they are wrong. How can I place an order with them, if they are refusing to honor my coupon code. I have called customer service numerous times and have not gotten a phone call back. Very disappointed in the lack of customer service and how this case has been open one month and no one seems to care or do anything. I will be calling my Attorney General over this.
Sincerely,
Brandon [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for a [redacted] concert, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $329.25 highlighted in bold text. As our customer paid with a credit card, this complete breakdown was disclosed prior to entering any payment information. Our customers are then presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $329.25.” Our customer then proceeded to select “Place Order”, at which time their order was complete. No order can be placed on our site without the customer's order total being displayed and them having agreed to our terms and select "Place Order."As a secondary marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that once an order is placed by a customer we are unable to offer refunds and must adhere to an “all sales are final” policy which is a standard throughout the industry and agreed-to by the customer. Prior to receiving this claim, a representative discussed this matter with our customer on the Live Chat application to address their concerns. A manager later attempted to contact our customer though they were unsuccessful in reaching them. Our customer’s valid tickets were delivered on 8/9/2017 and downloaded on 8/10/2017 prior to their event which took place later that evening. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Additionally, our site is completely user-driven meaning all order details are either selected or inputted by the customer. When Ms. [redacted] selected her event, [redacted], she continued to the ticket listing page. At this time, for both orders, Ms. [redacted] selected a listing that was clearly labeled, “Section: Orchestra Row: K Notes: Obstructed View” and "Section: Orchestra Row: H Notes: Obstructed View." Ms. [redacted] was also presented with an interactive map that displayed Orchestra and the four locations that this section contained. Once this listing was selected, Ms. [redacted] continued to the Login page which displays a detailed order summary on the right side prior to both transactions which included the disclosure of an obstructed view. After customers enter 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, the ticket location, and the total charge 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.”As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Ms. [redacted] received the valid tickets, which she selected, for both orders prior to her event which has since passed. As all order details were sufficiently displayed prior to placing her orders, we consider this matter closed. If Ms. [redacted] has any additional concerns pertaining to either order, we encourage her to contact our customer service department.Regards,Vivid Seats