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: 12124515
I am rejecting this response because: Vivid seats will continue to not read my responses, so what is the point.Social media will hear it though.
Sincerely,
Gregory [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 concerns about the service fees, it should be noted that 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).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.We have attempted to contact Mr. [redacted] regarding this issue, but have been unable to reach him. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their ticket details, 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. Our website is user-driven meaning all order details are based on information the customer selects or inputs themselves during the checkout process. When Mr. [redacted] selected tickets in Section: H Row: 5, he continued to the Login page which displayed a detailed order summary on the right side specifying the event, section, and row selected. 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, red text. At this point, Mr. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkout. Directly below this, in bold text, it states “By clicking ‘Place Order,’ your credit card will be charged $200.” 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).” Although Mr. [redacted] is requesting a full refund, 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. When Mr. [redacted] contacted us with his concerns, prior to receiving this complaint, we offered a resolution that would be amicable to both parties, stepping outside the sales terms agreed upon at the time of checkout. However, Mr. [redacted] declined this offer. As Mr. [redacted] received the exact tickets he ordered, and as he had an opportunity to review his order prior to completing the purchase, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for Nebraska Cornhuskers at Oregon Ducks, 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 $1,178.63 highlighted in bold text. Although our customer has indicated otherwise, this information was fully disclosed prior to entering any credit card information. 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 credit card will be charged $1,178.63.” 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 the 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.Before 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, 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 order, 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. In order for Mr. [redacted]'s order to be placed, he must check a box to authorize the purchase in addition to selecting the "Place Order" button. The message above the check box states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. 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 the price is not based on the tickets' original price, or face value, and may change at any time. This practice is disclosed and made transparent throughout our website and the ordering 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.We have been in contact with Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. It should be noted that in addition to this current claim, Mr. [redacted] has also filed a dispute with their credit card company regarding this order. As such, we are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active.Regards,Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer, Ms. [redacted]. We sincerely appreciate the opportunity to address this matter. It should be noted that Vivid Seats is an online ticket resale marketplace, meaning that we have no affiliation with any venue or box office and do...
not own or generate any tickets. Rather, our role is simply to facilitate transactions between fans and ticket holders. Because our customers are purchasing from individual ticket sellers, we must ensure that our policies are fair to both parties. This means that sellers are notified immediately when a sale is made and we are therefore unable to offer any refunds or cancellations, and must adhere to an "all sales are final" policy--a standard throughout the industry.With regard to her claim that the tickets were sent late, it must be noted that this is inaccurate. The delivery method for the tickets that Ms. [redacted] selected was Electronic-Instant Download. Accordingly, the tickets were sent to her momentarily after her submission of the order. Ms. [redacted] submitted her order on 08/11/16 at 05:21 PM CST, and we do have documentation proving that Ms. [redacted]'s tickets were delivered on 08/11/16 at 5:22 PM CST. Additionally, the tickets were downloaded by the customer at 05:39 PM CST. At 07:01 PM CST, Ms. [redacted] re-sent the tickets to herself through our website using her Vivid Seats account.In reference to her claim that she was not permitted to enter the event when she scanned her tickets from her phone, it should be noted that because we have no affiliation with any venue, Vivid Seats is not able to guarantee entry by mobile scan. For this reason, we clearly detail to our customers that they will need to print their tickets on paper. The subject of the email containing the tickets was, "Your Tickets Are Ready To Print," and contained a link to download and print the tickets. Directly below this link in bold print, the following message was stated: "This email is not a ticket for entry to the event. You must print out the PDF document to gain entry." Additionally, printed on the ticket itself is the message, "not redeemable via mobile app."Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed, and has upheld our 100% Buyer Guarantee. In addition, we have attempted to contact Ms. [redacted] on numerous occasions in an attempt to provide a courtesy resolution to this matter, but have been unsuccessful in reaching her. If she would like to discuss a resolution, or if she has any further questions or concerns, we encourage Ms. [redacted] to reach out to a member of our customer service team. As it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for allowing us to address Mr. [redacted] concerns. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchase 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 number and prices of tickets, delivery and service fees, and the total charge highlighted in red. Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.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 Mr. [redacted] during the purchase process.Mr. [redacted] has also expressed disappointment that his tickets have not yet arrived, but that we continue to ensure their delivery prior to the event. Our records indicate that the seller provided an estimated ship date of April 8th, 2016 for this order. While many tickets are available to ship as soon as the seller confirms the order, tickets to certain events, such as concerts, may not be released by the box office until closer to the event date. Before placing his order, Mr. [redacted] was informed that the requested tickets might not be delivered until just a few days prior to the event. In Mr. [redacted]’s case, the venue has not yet released the requested tickets to the original purchaser.Vivid Seats maintains that Mr. [redacted] was not misled about the nature of his tickets, and we are unable to provide a full refund. However, we have offered to refund a significant portion of the service fees associated with his order as a one-time courtesy. As this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensation. We encourage Mr. [redacted] to reach out to our management team with any further questions or concerns.
Thank you for reaching out to us regarding this matter. At Vivid Seats, we value our customers and appreciate this opportunity to address Mr. [redacted]'s concerns. Regarding Mr. [redacted]'s claim that the specifics of our pricing were not made clear on our website prior to purchase, it should be noted...
that this is inaccurate. Prior to Mr. [redacted] submitting his order, the following message was presented in bold text directly above the Place Order button: "All sales are final. All prices are listed in US Dollars (USD)." Mr. [redacted] then selected a box to indicate his agreement with this statement and continue with his order.Due to the transparent nature of our checkout process, Vivid Seats maintains that Mr. [redacted] was not misled regarding any aspect of his transaction. As part of our commitment to providing excellent customer service, we have reached out to Mr. [redacted] and provided a courtesy resolution to this matter that he has confirmed is amicable to him. As such, this matter has been resolved. If Mr. [redacted] has any further questions regarding this order, we encourage him to reach out to a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for Cirque du Soleil Varekai, 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 $405.50 highlighted in bold text. At this point, our customers are presented with a check box that must be selected in order to continue with checkout signifying their agreement to our sales terms. 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 $405.50.” 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 the event or 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 the majority of any ticket sold goes to the seller, not Vivid Seats. Information regarding face value 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.As all order details, including the nature of their purchase, 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 regarding this issue and appreciate the opportunity to address a customer’s concerns.. Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution....
On 02/06/16, Mr. [redacted] purchased tickets to see [redacted] on 3/26/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. [redacted] to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to receive a refund for 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 typically are unable to cancel orders or offer refunds. As previously mentioned, Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for your response regarding Ms. [redacted]’s concerns. Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, order total, and the location for Ms. [redacted]’s order were shown--was sufficient opportunity for Ms. [redacted] to review this information. After being shown this information, Ms. [redacted] proceeded to enter her payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted her order. As we previously stated, Ms. [redacted]’s order was filled correctly. Since our website is user-driven, customers typically receive the exact tickets they order, comparable, or better. In Ms. [redacted] case, she selected tickets in the Third Tier and those exact tickets were delivered to her on 11/25/2016. Additionally, as we clarified in our previous response, Vivid Seats operates on the secondary market and it is a common occurrence in the industry for tickets to differ from the face value. Ms. [redacted] was notified numerous times that she may be paying above face value throughout the checkout process from a notice on every listing page stating “Note: Prices set by sellers, may be above face-value” and reiterated again on the checkout page. As such, Vivid Seats has adequately addressed Ms. [redacted]’s concerns. 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 market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once customers select the tickets they are interested in for Diana Krall, they continue to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $659.28 highlighted in bold text. Although our customer has indicated otherwise, this breakdown is presented prior to entering any credit card information. Next, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $659.28.” 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, 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 delivery and service fees, 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. 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 attempted to contact Mrs. [redacted] regarding this issue, but have been unable to reach her. While our management team is available to handle any additional concerns that Mrs. [redacted] may have, we consider this matter closed.Regards,Vivid Seats
Complaint: 1[redacted]
I am rejecting this response because:vivid seats did not refund my bank I contacted my bank and we called vivid seats on 3 way to ask what date I was refunded and also if they have a receipt or some type of document to PROVE they sent a refund. Vivid seats told my bank and myself that there was nothingthey could do they could not provide us with a date of refund and they could not provide any type of supporting documents showing a credit or refund in the full amount of almost $600.00 had been sent. My bank advised that I re open the dispute as if they had issued the refund I would have received it right away. vivid seats has lied to me and my bank( [redacted] recorded our conversations with vivid seats and will betaking legal action against the company for the fraud they have committed.
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.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).Vivid Seats ensures customers in our 100% Buyer guarantee that customer's will receive tickets in time for the event. This policy is in place since we are not the original distributor's of the tickets ourselves, venues can release tickets closer to the event date. Although the tickets were estimated to arrive to Ms. [redacted] closer to the event date, this would not have impaired her ability to resell the tickets as this is common practice on the secondary Market Place to ship tickets closer to the event. While Vivid Seats maintains that we are not at fault for the situation we have been in contact with Ms. [redacted], and both parties have found a mutual resolution. As such, we consider this matter resolved. 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
Complaint: [redacted]
I am rejecting this response because: I did NOT file a dispute through my credit card company. I filed it through [redacted]. I was shocked when [redacted] sided with Vivid seats as I submitted all of my documentation. Later I learned that Vivid Seats and [redacted] are in bed together. The email address used for complaints is: [redacted]@VIVIDSEATS.COM. I even spoke to [redacted] representative who were shocked that I did not get refunded. I have since closed my [redacted] account. It is OBVIOUS Vivid will continue to lie about what happened. It is shameful what they are doing. It cannot be legal. They are scamming people out of money by baiting and switching!
Sincerely,
[redacted]
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.Although Mr. [redacted] has stated that his tickets were not delivered to him prior to his event that took place on 7/29/2017, it should be noted that we were in contact with our customer to address this claim. Our records indicate that the valid tickets were successfully transferred to him by the seller, but the customer did not electronically accept these tickets. However, Vivid Seats has offered a one-time courtesy resolution of a full refund in the interest of customer service and we are pleased to have reached an amicable resolution. At this time, we consider this matter resolved. If Mr. [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department.Regards, Vivid Seats
I contacted Vivid Seats 8 days ago to inform them that I never received my tickets and they responded that a supervisor would be in contact with me within 48 hours. They have not contacted me. I have followed up with them with 3 additional email requests and they have all been ignored. They have an...
800 number but it is just automated voice response and no way to get anybody on the phone to try to resolve the issue. Very poor business practices and horrible customer service.
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: 12124515
I am rejecting this response because: Vivid seats will continue to not read my responses, so what is the point.Social media will hear it though.
Sincerely,
Gregory [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 concerns about the service fees, it should be noted that 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).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.We have attempted to contact Mr. [redacted] regarding this issue, but have been unable to reach him. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their ticket details, 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. Our website is user-driven meaning all order details are based on information the customer selects or inputs themselves during the checkout process. When Mr. [redacted] selected tickets in Section: H Row: 5, he continued to the Login page which displayed a detailed order summary on the right side specifying the event, section, and row selected. 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, red text. At this point, Mr. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkout. Directly below this, in bold text, it states “By clicking ‘Place Order,’ your credit card will be charged $200.” 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).” Although Mr. [redacted] is requesting a full refund, 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. When Mr. [redacted] contacted us with his concerns, prior to receiving this complaint, we offered a resolution that would be amicable to both parties, stepping outside the sales terms agreed upon at the time of checkout. However, Mr. [redacted] declined this offer. As Mr. [redacted] received the exact tickets he ordered, and as he had an opportunity to review his order prior to completing the purchase, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for Nebraska Cornhuskers at Oregon Ducks, 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 $1,178.63 highlighted in bold text. Although our customer has indicated otherwise, this information was fully disclosed prior to entering any credit card information. 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 credit card will be charged $1,178.63.” 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 the 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.Before 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, 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 order, 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. In order for Mr. [redacted]'s order to be placed, he must check a box to authorize the purchase in addition to selecting the "Place Order" button. The message above the check box states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. 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 the price is not based on the tickets' original price, or face value, and may change at any time. This practice is disclosed and made transparent throughout our website and the ordering 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.We have been in contact with Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. It should be noted that in addition to this current claim, Mr. [redacted] has also filed a dispute with their credit card company regarding this order. As such, we are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active.Regards,Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer, Ms. [redacted]. We sincerely appreciate the opportunity to address this matter. It should be noted that Vivid Seats is an online ticket resale marketplace, meaning that we have no affiliation with any venue or box office and do...
not own or generate any tickets. Rather, our role is simply to facilitate transactions between fans and ticket holders. Because our customers are purchasing from individual ticket sellers, we must ensure that our policies are fair to both parties. This means that sellers are notified immediately when a sale is made and we are therefore unable to offer any refunds or cancellations, and must adhere to an "all sales are final" policy--a standard throughout the industry.With regard to her claim that the tickets were sent late, it must be noted that this is inaccurate. The delivery method for the tickets that Ms. [redacted] selected was Electronic-Instant Download. Accordingly, the tickets were sent to her momentarily after her submission of the order. Ms. [redacted] submitted her order on 08/11/16 at 05:21 PM CST, and we do have documentation proving that Ms. [redacted]'s tickets were delivered on 08/11/16 at 5:22 PM CST. Additionally, the tickets were downloaded by the customer at 05:39 PM CST. At 07:01 PM CST, Ms. [redacted] re-sent the tickets to herself through our website using her Vivid Seats account.In reference to her claim that she was not permitted to enter the event when she scanned her tickets from her phone, it should be noted that because we have no affiliation with any venue, Vivid Seats is not able to guarantee entry by mobile scan. For this reason, we clearly detail to our customers that they will need to print their tickets on paper. The subject of the email containing the tickets was, "Your Tickets Are Ready To Print," and contained a link to download and print the tickets. Directly below this link in bold print, the following message was stated: "This email is not a ticket for entry to the event. You must print out the PDF document to gain entry." Additionally, printed on the ticket itself is the message, "not redeemable via mobile app."Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed, and has upheld our 100% Buyer Guarantee. In addition, we have attempted to contact Ms. [redacted] on numerous occasions in an attempt to provide a courtesy resolution to this matter, but have been unsuccessful in reaching her. If she would like to discuss a resolution, or if she has any further questions or concerns, we encourage Ms. [redacted] to reach out to a member of our customer service team. As it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for allowing us to address Mr. [redacted] concerns. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchase 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 number and prices of tickets, delivery and service fees, and the total charge highlighted in red. Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.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 Mr. [redacted] during the purchase process.Mr. [redacted] has also expressed disappointment that his tickets have not yet arrived, but that we continue to ensure their delivery prior to the event. Our records indicate that the seller provided an estimated ship date of April 8th, 2016 for this order. While many tickets are available to ship as soon as the seller confirms the order, tickets to certain events, such as concerts, may not be released by the box office until closer to the event date. Before placing his order, Mr. [redacted] was informed that the requested tickets might not be delivered until just a few days prior to the event. In Mr. [redacted]’s case, the venue has not yet released the requested tickets to the original purchaser.Vivid Seats maintains that Mr. [redacted] was not misled about the nature of his tickets, and we are unable to provide a full refund. However, we have offered to refund a significant portion of the service fees associated with his order as a one-time courtesy. As this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensation. We encourage Mr. [redacted] to reach out to our management team with any further questions or concerns.
Thank you for reaching out to us regarding this matter. At Vivid Seats, we value our customers and appreciate this opportunity to address Mr. [redacted]'s concerns. Regarding Mr. [redacted]'s claim that the specifics of our pricing were not made clear on our website prior to purchase, it should be noted...
that this is inaccurate. Prior to Mr. [redacted] submitting his order, the following message was presented in bold text directly above the Place Order button: "All sales are final. All prices are listed in US Dollars (USD)." Mr. [redacted] then selected a box to indicate his agreement with this statement and continue with his order.Due to the transparent nature of our checkout process, Vivid Seats maintains that Mr. [redacted] was not misled regarding any aspect of his transaction. As part of our commitment to providing excellent customer service, we have reached out to Mr. [redacted] and provided a courtesy resolution to this matter that he has confirmed is amicable to him. As such, this matter has been resolved. If Mr. [redacted] has any further questions regarding this order, we encourage him to reach out to a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for Cirque du Soleil Varekai, 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 $405.50 highlighted in bold text. At this point, our customers are presented with a check box that must be selected in order to continue with checkout signifying their agreement to our sales terms. 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 $405.50.” 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 the event or 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 the majority of any ticket sold goes to the seller, not Vivid Seats. Information regarding face value 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.As all order details, including the nature of their purchase, 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 regarding this issue and appreciate the opportunity to address a customer’s concerns.. Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution....
On 02/06/16, Mr. [redacted] purchased tickets to see [redacted] on 3/26/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. [redacted] to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to receive a refund for 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 typically are unable to cancel orders or offer refunds. As previously mentioned, Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
Thank you for your response regarding Ms. [redacted]’s concerns. Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, order total, and the location for Ms. [redacted]’s order were shown--was sufficient opportunity for Ms. [redacted] to review this information. After being shown this information, Ms. [redacted] proceeded to enter her payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted her order. As we previously stated, Ms. [redacted]’s order was filled correctly. Since our website is user-driven, customers typically receive the exact tickets they order, comparable, or better. In Ms. [redacted] case, she selected tickets in the Third Tier and those exact tickets were delivered to her on 11/25/2016. Additionally, as we clarified in our previous response, Vivid Seats operates on the secondary market and it is a common occurrence in the industry for tickets to differ from the face value. Ms. [redacted] was notified numerous times that she may be paying above face value throughout the checkout process from a notice on every listing page stating “Note: Prices set by sellers, may be above face-value” and reiterated again on the checkout page. As such, Vivid Seats has adequately addressed Ms. [redacted]’s concerns. 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 market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once customers select the tickets they are interested in for Diana Krall, they continue to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $659.28 highlighted in bold text. Although our customer has indicated otherwise, this breakdown is presented prior to entering any credit card information. Next, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $659.28.” 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, 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 delivery and service fees, 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. 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 attempted to contact Mrs. [redacted] regarding this issue, but have been unable to reach her. While our management team is available to handle any additional concerns that Mrs. [redacted] may have, we consider this matter closed.Regards,Vivid Seats
Complaint: 1[redacted]
I am rejecting this response because:vivid seats did not refund my bank I contacted my bank and we called vivid seats on 3 way to ask what date I was refunded and also if they have a receipt or some type of document to PROVE they sent a refund. Vivid seats told my bank and myself that there was nothingthey could do they could not provide us with a date of refund and they could not provide any type of supporting documents showing a credit or refund in the full amount of almost $600.00 had been sent. My bank advised that I re open the dispute as if they had issued the refund I would have received it right away. vivid seats has lied to me and my bank( [redacted] recorded our conversations with vivid seats and will betaking legal action against the company for the fraud they have committed.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Brandy [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.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).Vivid Seats ensures customers in our 100% Buyer guarantee that customer's will receive tickets in time for the event. This policy is in place since we are not the original distributor's of the tickets ourselves, venues can release tickets closer to the event date. Although the tickets were estimated to arrive to Ms. [redacted] closer to the event date, this would not have impaired her ability to resell the tickets as this is common practice on the secondary Market Place to ship tickets closer to the event. While Vivid Seats maintains that we are not at fault for the situation we have been in contact with Ms. [redacted], and both parties have found a mutual resolution. As such, we consider this matter resolved. 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
Complaint: [redacted]
I am rejecting this response because: I did NOT file a dispute through my credit card company. I filed it through [redacted]. I was shocked when [redacted] sided with Vivid seats as I submitted all of my documentation. Later I learned that Vivid Seats and [redacted] are in bed together. The email address used for complaints is: [redacted]@VIVIDSEATS.COM. I even spoke to [redacted] representative who were shocked that I did not get refunded. I have since closed my [redacted] account. It is OBVIOUS Vivid will continue to lie about what happened. It is shameful what they are doing. It cannot be legal. They are scamming people out of money by baiting and switching!
Sincerely,
[redacted]
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.Although Mr. [redacted] has stated that his tickets were not delivered to him prior to his event that took place on 7/29/2017, it should be noted that we were in contact with our customer to address this claim. Our records indicate that the valid tickets were successfully transferred to him by the seller, but the customer did not electronically accept these tickets. However, Vivid Seats has offered a one-time courtesy resolution of a full refund in the interest of customer service and we are pleased to have reached an amicable resolution. At this time, we consider this matter resolved. If Mr. [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department.Regards, Vivid Seats
I contacted Vivid Seats 8 days ago to inform them that I never received my tickets and they responded that a supervisor would be in contact with me within 48 hours. They have not contacted me. I have followed up with them with 3 additional email requests and they have all been ignored. They have an...
800 number but it is just automated voice response and no way to get anybody on the phone to try to resolve the issue. Very poor business practices and horrible customer service.