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 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 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 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 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 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 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 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, 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, 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 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
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 your reply. As we have thoroughly clarified, our site is user-driven and no order can be placed without the customer having been presented their pricing details and agreeing to the "all sales are final" policy. This information is displayed prior to customers entering any credit card information. Furthermore, we previously stated that the prices on our site are set by sellers, not Vivid Seats. This means the majority of any ticket sold on our site goes directly to the seller on the purchase. Again, our customer's order total was restated directly below the check box that was required to be selected and directly above the “Place Order” button with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $840.21.” At this time, our customer proceeded to select "Place Order" and their order was complete. As our customer was provided sufficient opportunity to review all pricing details and we have thoroughly addressed their concerns, we consider this matter closed.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]
Complaint: 12123301
I am rejecting this response because: There is no way it should be legal to call one minute after a click of a mouse and not be able to undo or change.
Sincerely,
Mark [redacted]
Complaint: [redacted]
I am rejecting this response because:This was NOT my original complaint and I do not want it published as a misrepresentation. The problem was that the line up of the band has changed (front man) not that I could not attend. Please do not misrepresent claims as that is fraudulent too. I am satisfied with the resolution provided by Vivid Seats,
Sincerely,
[redacted]
Thank you for your response. Although our customer continues to press forward with this matter, Vivid Seats maintains that the transparency of our checkout process fully allows customers to place orders with complete acknowledgement and ease. No order can be placed without customers having been made aware of their ticket quantity.At this time, our customer has filed a dispute with their credit card regarding this order. We are unable to provide a resolution to this matter while the dispute remains open due to the nature of the dispute process. We encourage our customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding its process or outcome. As it presently stands, we consider this matter closed.Regards,Vivid Seats
Vivid Seats appreciate the opportunity to address Mr. [redacted]' concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we're committed to providing the best possible customer service--and maintaining a simple, transparent checkout process. As a courtesy, through no fault of our own, we have reached out to Mr. [redacted] and have offered his previous desired resolution and he declined.
Mr. [redacted] has expressed concern regarding the "face value" of the tickets that he purchased. Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers--this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which 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." This information can also be found on our FAQ page. (http://www.vividseats.com/faq.html)
As stated above, we have reached out to Mr. [redacted] as a courtesy and offered the resolution he previously told us would be acceptable and he declined. Mr. [redacted] has requested a full refund. We are not able to offer refunds once a sale has been completed and must enforce an "all sales are final" policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions--that Mr. [redacted] consented to during checkout. Mr. [redacted] utilized these tickets and attended the event without issue. If Mr. [redacted] wishes to discuss the matter further, we welcome him to contact a member of our management team.
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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the quantity of tickets selected, so we are confident in the transparency of our checkout process. Mr. [redacted] stated that he selected the wrong quantity of tickets however, our checkout process gives customers multiple opportunities to review the details of their order. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Mr. [redacted] selected the tickets he was interested in, he continued to the Login page which displayed a detailed order summary on the right side including the option to adjust the quantity. 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 of $425 highlighted in bold, red text. At this point, Mr. [redacted] was also presented with the message “I agree to Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this Mr. [redacted] was presented with the message in bold, “By clicking ‘Place Order,’ your credit card will be charged $425.00.” Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” 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. Prior to receiving this complaint we were in contact with Mr. [redacted] and offered a resolution that would be amicable to both parties. This was done in the interest of customer service, stepping outside of our sales terms. However, this offer was declined. As Mr. [redacted] placed his order on 10/30 and immediately received the valid tickets he selected during the checkout process, we consider this matter closed. Regards, Vivid Seats
Complaint: 12020131
I am rejecting this response because: Vivid Seats has stated that I am having a "misunderstanding" of their guarantee/ additional terms and conditions. As a consumer I would think a contract would have to be written so that it would be difficult to have a "misunderstanding" to this degree. My understanding of the English language is when a company states WE will help you sell your tickets. It would mean the company I purchased the tickets from will help me sell my tickets if the event is rescheduled, not tell me where I might be able to list an item for sale on the internet (like I am so unintelligent I found vivid seats online and purchased tickets from them with pure luck). Also when at the bottom of their guarantee it sates the buyer will get a full refund if there is a problem as described above or otherwise (my problem.) They have explained it is "ONLY if my event was canceled." Why the all encompassing statement in there guarantee if it is ONLY in one of the circumstances above. Are big companies now allowed to write up all encompassing great buyer guarantees terms and conditions (which I thought acted as a contract) then explain consumer by consumer in a way that suits their needs?
Sincerely,
Gloria [redacted]
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 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 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 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 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 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 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 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, 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, 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 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
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 your reply. As we have thoroughly clarified, our site is user-driven and no order can be placed without the customer having been presented their pricing details and agreeing to the "all sales are final" policy. This information is displayed prior to customers entering any credit card information. Furthermore, we previously stated that the prices on our site are set by sellers, not Vivid Seats. This means the majority of any ticket sold on our site goes directly to the seller on the purchase. Again, our customer's order total was restated directly below the check box that was required to be selected and directly above the “Place Order” button with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $840.21.” At this time, our customer proceeded to select "Place Order" and their order was complete. As our customer was provided sufficient opportunity to review all pricing details and we have thoroughly addressed their concerns, we consider this matter closed.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]
Complaint: 12123301
I am rejecting this response because: There is no way it should be legal to call one minute after a click of a mouse and not be able to undo or change.
Sincerely,
Mark [redacted]
Complaint: [redacted]
I am rejecting this response because:This was NOT my original complaint and I do not want it published as a misrepresentation. The problem was that the line up of the band has changed (front man) not that I could not attend. Please do not misrepresent claims as that is fraudulent too. I am satisfied with the resolution provided by Vivid Seats,
Sincerely,
[redacted]
Thank you for your response. Although our customer continues to press forward with this matter, Vivid Seats maintains that the transparency of our checkout process fully allows customers to place orders with complete acknowledgement and ease. No order can be placed without customers having been made aware of their ticket quantity.At this time, our customer has filed a dispute with their credit card regarding this order. We are unable to provide a resolution to this matter while the dispute remains open due to the nature of the dispute process. We encourage our customer to contact the institution with which the dispute was filed in relation to any questions they may have regarding its process or outcome. As it presently stands, we consider this matter closed.Regards,Vivid Seats
Vivid Seats appreciate the opportunity to address Mr. [redacted]' concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we're committed to providing the best possible customer service--and maintaining a simple, transparent checkout process. As a courtesy, through no fault of our own, we have reached out to Mr. [redacted] and have offered his previous desired resolution and he declined.
Mr. [redacted] has expressed concern regarding the "face value" of the tickets that he purchased. Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers--this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which 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." This information can also be found on our FAQ page. (http://www.vividseats.com/faq.html)
As stated above, we have reached out to Mr. [redacted] as a courtesy and offered the resolution he previously told us would be acceptable and he declined. Mr. [redacted] has requested a full refund. We are not able to offer refunds once a sale has been completed and must enforce an "all sales are final" policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions--that Mr. [redacted] consented to during checkout. Mr. [redacted] utilized these tickets and attended the event without issue. If Mr. [redacted] wishes to discuss the matter further, we welcome him to contact a member of our management team.
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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the quantity of tickets selected, so we are confident in the transparency of our checkout process. Mr. [redacted] stated that he selected the wrong quantity of tickets however, our checkout process gives customers multiple opportunities to review the details of their order. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Mr. [redacted] selected the tickets he was interested in, he continued to the Login page which displayed a detailed order summary on the right side including the option to adjust the quantity. 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 of $425 highlighted in bold, red text. At this point, Mr. [redacted] was also presented with the message “I agree to Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this Mr. [redacted] was presented with the message in bold, “By clicking ‘Place Order,’ your credit card will be charged $425.00.” Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” 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. Prior to receiving this complaint we were in contact with Mr. [redacted] and offered a resolution that would be amicable to both parties. This was done in the interest of customer service, stepping outside of our sales terms. However, this offer was declined. As Mr. [redacted] placed his order on 10/30 and immediately received the valid tickets he selected during the checkout process, we consider this matter closed. Regards, Vivid Seats
Complaint: 12020131
I am rejecting this response because: Vivid Seats has stated that I am having a "misunderstanding" of their guarantee/ additional terms and conditions. As a consumer I would think a contract would have to be written so that it would be difficult to have a "misunderstanding" to this degree. My understanding of the English language is when a company states WE will help you sell your tickets. It would mean the company I purchased the tickets from will help me sell my tickets if the event is rescheduled, not tell me where I might be able to list an item for sale on the internet (like I am so unintelligent I found vivid seats online and purchased tickets from them with pure luck). Also when at the bottom of their guarantee it sates the buyer will get a full refund if there is a problem as described above or otherwise (my problem.) They have explained it is "ONLY if my event was canceled." Why the all encompassing statement in there guarantee if it is ONLY in one of the circumstances above. Are big companies now allowed to write up all encompassing great buyer guarantees terms and conditions (which I thought acted as a contract) then explain consumer by consumer in a way that suits their needs?
Sincerely,
Gloria [redacted]