Ms. [redacted] indicates that she purchased tickets through the Vivid Seats website at a price above the amount originally displayed on the tickets, which is known as the face value. However, Vivid Seats is a secondary marketplace and is not directly affiliated with any artist or venue and does not sell...
tickets as a primary box office. Rather, we act as an intermediary between fans and ticket-holders. This means that the prices of tickets listed on our site are set independently by sellers, not Vivid Seats, based on those sellers' assessments of changing market factors such as customer demand. This price is not based on the face value, and may change at any time.
These facts are communicated in transparent language in our FAQ and Sales Terms (www.vividseats.com/terms.html): "VividSeats.com displays tickets from a vast network of ticket resellers who price their inventory according to their market value, not the original printed value, or 'face value.' For this reason, the price indicated on the ticket may often be lower than the price the tickets are offered for sale at VividSeats.com... ticket prices are determined by the ticket sellers and not VividSeats.com." In addition, a message reading "Prices set by sellers, may be over face value" is clearly displayed at the top of every ticket-selection screen.
Because our customers purchase tickets listed by individual sellers, 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 policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). Meanwhile, our checkout page displays the following message 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 U.S. Dollars. All sales are final." This notice is then followed by the order total, listed in bolded text.
Prior to receiving this complaint, we reached an amicable resolution with Ms. [redacted]. Following this resolution with Ms. [redacted], we successfully disputed the claim she made with her bank. We consider this matter resolved--and we hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
Initial Business Response /* (1000, 5, 2015/04/24) */
Vivid Seats has reached out to Mr. [redacted] and both parties have found an amicable resolution. We consider this matter resolved--and we hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further...
questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. As our site is completely user-driven, all order details are either selected or inputted by the customer during the checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected tickets listed as “Section: G12 Row: 17” for [redacted] at [redacted] on 5/27/2017, they continued to the Login page which displays a detailed order summary on the right side reiterating this ticket information. 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 ticket details, number and prices of their tickets, delivery and service fees, and the total charge of $537.50 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $537.50.” 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 any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.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 and our customer received their valid tickets prior to their event, which has since passed, 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. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry and we appreciate the opportunity to address Ms. [redacted] concerns. 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 how the standard purchase operation works, 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 Ms. [redacted] during the purchase process.Though Ms. [redacted] requested to cancel within a day of placing her order, we had already committed to obtaining the tickets from the seller on Ms. [redacted] behalf, and a confirmation regarding the status of these tickets had already been emailed to Ms. [redacted]. We are therefore unable to honor her cancellation request and provide a refund. However, we have offered to assist Ms. [redacted] with reselling her tickets through our site at no additional cost. If Ms. [redacted] wishes to pursue this option, we encourage her to contact a member of our customer service team. As it stands, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:I have contacted the company several times and each time have been told a different reason why my accounts have been banned, and having been told to create new accounts. I've taken considerable time to try to remedy this by offering to verify that I am who I say I am and I have even uploaded all tickets listed on the site, so there should be no cause for concern. I have created several new accounts because thats what the Vivid Seats rep has told me to do. I did so again last night and after uploading a certain number of tickets, my new account got banned again. There is no issue with verifying my identity, I have receipts for all tickets, and have uploaded all tickets. I even got approved for the "Large Seller Program" offered by Vividseats, and after doing so I have had nothing but issues. The standard form response received in answering my complaint does not address my concerns. I would like to be able to sell my tickets on vivid seats without getting banned as soon as I upload more than a certain number of tickets. AGAIN, I have no issue in verifying who I am, where I live, my banking info, or any other info needed. If there is an issue in the verification, what is it and how can I remedy it? I'd taken considerable time uploading tickets, creating listings, and now creating new accounts as suggested by YOUR staff. NONE of my accounts have been deleted, I can still log in to them and the tickets still show as "ACTIVE", yet they are not... Giving me a false indication that my tickets are listed for sale and the listing is active...
Sincerely,
Scott [redacted]
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 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
(The consumer indicated he/she DID NOT accept the response from the business.)
I actually spoke to a manager at Vivid and was told they did a thorough investigation and they called the venue. When I asked what the venue said she told me that they said my daughters tickets were real. I asked who they spoke to as my daughter spoke to Jerry and he was the one who said her tickets were fake. She would not give me any information on who she spoke to. I then phoned the venue and the told me that Vivid did not call them to verify what Jerry said to my daughter. My daughter did talk to [redacted] at the concert and if a thorough investigation was done this would of come up. I tried to call back after I spoke to the venue but got no response.
I am asking that they actually call the venue and confirm what [redacted] did to my daughter. There were 2 sets of tickets sold.
Thank you
Thank you for reaching out to us, as were 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] claim regarding the "face value" of the tickets that they purchased, it should be noted that 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 is readily available on our FAQ page (support.vividseats.com/support/home). In looking into the issue, we saw that [redacted] is a previous customer and therefore should be aware of our marketplace. This is the first complaint we have received in regards to any issue from him.Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. On 7/08/2016 Ms. [redacted] viewed listings of tickets for [redacted]. Once she selected the listing she was interested in, she continued to the Login page which displayed a detailed order summary on the right side. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of her tickets, delivery and service fees, and the total charge of $168.98 highlighted in bold, red text. This information was displayed to Ms. [redacted] prior to entering any payment information. At this point, Ms. [redacted] was also presented with the message “To complete your order, you must agree to the Vivid Seats sales terms and conditionsand 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 page then states, “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this Ms. [redacted] was presented with the message “By clicking ‘Place Order,’ your credit card will be charged $168.98.” 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).” Ms. [redacted] indicated that she was not aware she was purchasing from a resale marketplace, however; this information is readily available on our website (http://www.vividseats.com/terms.html). Here it clearly states, “Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing group. Vivid Seats does not represent any official organizer of the events listed.” 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 claim, we were in contact with Ms. [redacted] and offered a resolution, in the interest of customer service. However, this offer was declined. As Ms. [redacted] mentioned, she filed a dispute with her credit card company regarding this transaction. We have addressed this and the dispute was ultimately ruled in our favor on 9/23/2016. Ms. [redacted]’s valid tickets were delivered on 10/04/2016 to the email address on file, prior to her event on 10/06/2016. As such, we currently consider this matter closed. If Ms. [redacted] has any concerns regarding the dispute we encourage her to contact the financial institution with which it was filed. Regards, Vivid Seats
Thank you for your response. Although our customer continues to press forward, the tracking numbers provided via email, [redacted] and [redacted], verify that both packages were delivered on 5/24/2017 as we previously stated. Stated in our previous response, our customer was notified of the obstructed view on the ticket listing, Login, and Place Order page prior to entering any payment information. As these tickets were delivered, our customer was notified of the obstructed view, and we have addressed her concerns, we consider this matter closed. If our customer has further concerns regarding her order, she may call and enter her order number [redacted] and she will be directed to a customer service manager to assist.Regards,Vivid Seats
Vivid Seats appreciates the opportunity to address [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.
[redacted] ordered these tickets on 10/08/2015 at 7:47 PM CST for an event on 10/11/2015. These tickets were shipped out for a Saturday delivery the next day for delivery on 10/10/2015. The tickets were attempted to be delivered by FedEx on Saturday, but [redacted] was not available to receive them. Attached is a screenshot of [redacted] FedEx tracking number which shows an attempt on that date. [redacted] was aware that FedEx would be attempting delivery on that date. Vivid Seats does guarantee tickets arrive on time for the event and that remained true in this instance, [redacted] was simply not available at the time of delivery.
Additionally, we record all of our calls for quality and training purposes. The customer experience is extremely important to us and we take [redacted] claims very seriously. We have reviewed the calls and determined that [redacted] claims are not true. As we did everything we could to provide these tickets to [redacted], we are not able to honor his request for a full refund.
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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
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
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address the concerns of our valued customer, Mr. [redacted]. At Vivid Seats, all customers are protected by the full coverage of our 100% Buyer Guarantee, and accordingly we hold our sellers to the highest standard....
Vivid Seats has reached out to Mr. [redacted], and has provided a resolution to this matter that was amicable to both parties. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once customers select the tickets they are interested in for 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Holly [redacted]
Thank you for getting back to us regarding this issue. Although Mr. [redacted] continues to press forward with this matter, we are not, due to the nature of our business, able to offer compensation for tickets that do not sell as we do not guarantee sales for sellers.Mr. [redacted] request to list tickets on Vivid Seats was received, submitted to the required verification process, and subsequently granted, as his listing was posted on the website. As previously stated, whether or not tickets sell is wholly dependent on the market. It is the seller's responsibility to maintain their listings as Vivid Seats makes no guarantee that tickets will sell if listed on the website. As we have addressed Mr. [redacted]s's concerns, we consider this matter closed.Regards,Vivid Seats
Ms. [redacted] indicates that she purchased tickets through the Vivid Seats website at a price above the amount originally displayed on the tickets, which is known as the face value. However, Vivid Seats is a secondary marketplace and is not directly affiliated with any artist or venue and does not sell...
tickets as a primary box office. Rather, we act as an intermediary between fans and ticket-holders. This means that the prices of tickets listed on our site are set independently by sellers, not Vivid Seats, based on those sellers' assessments of changing market factors such as customer demand. This price is not based on the face value, and may change at any time.
These facts are communicated in transparent language in our FAQ and Sales Terms (www.vividseats.com/terms.html): "VividSeats.com displays tickets from a vast network of ticket resellers who price their inventory according to their market value, not the original printed value, or 'face value.' For this reason, the price indicated on the ticket may often be lower than the price the tickets are offered for sale at VividSeats.com... ticket prices are determined by the ticket sellers and not VividSeats.com." In addition, a message reading "Prices set by sellers, may be over face value" is clearly displayed at the top of every ticket-selection screen.
Because our customers purchase tickets listed by individual sellers, 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 policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). Meanwhile, our checkout page displays the following message 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 U.S. Dollars. All sales are final." This notice is then followed by the order total, listed in bolded text.
Prior to receiving this complaint, we reached an amicable resolution with Ms. [redacted]. Following this resolution with Ms. [redacted], we successfully disputed the claim she made with her bank. We consider this matter resolved--and we hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
Initial Business Response /* (1000, 5, 2015/04/24) */
Vivid Seats has reached out to Mr. [redacted] and both parties have found an amicable resolution. We consider this matter resolved--and we hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further...
questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. As our site is completely user-driven, all order details are either selected or inputted by the customer during the checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected tickets listed as “Section: G12 Row: 17” for [redacted] at [redacted] on 5/27/2017, they continued to the Login page which displays a detailed order summary on the right side reiterating this ticket information. 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 ticket details, number and prices of their tickets, delivery and service fees, and the total charge of $537.50 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $537.50.” 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 any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.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 and our customer received their valid tickets prior to their event, which has since passed, 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. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry and we appreciate the opportunity to address Ms. [redacted] concerns. 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 how the standard purchase operation works, 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 Ms. [redacted] during the purchase process.Though Ms. [redacted] requested to cancel within a day of placing her order, we had already committed to obtaining the tickets from the seller on Ms. [redacted] behalf, and a confirmation regarding the status of these tickets had already been emailed to Ms. [redacted]. We are therefore unable to honor her cancellation request and provide a refund. However, we have offered to assist Ms. [redacted] with reselling her tickets through our site at no additional cost. If Ms. [redacted] wishes to pursue this option, we encourage her to contact a member of our customer service team. As it stands, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:I have contacted the company several times and each time have been told a different reason why my accounts have been banned, and having been told to create new accounts. I've taken considerable time to try to remedy this by offering to verify that I am who I say I am and I have even uploaded all tickets listed on the site, so there should be no cause for concern. I have created several new accounts because thats what the Vivid Seats rep has told me to do. I did so again last night and after uploading a certain number of tickets, my new account got banned again. There is no issue with verifying my identity, I have receipts for all tickets, and have uploaded all tickets. I even got approved for the "Large Seller Program" offered by Vividseats, and after doing so I have had nothing but issues. The standard form response received in answering my complaint does not address my concerns. I would like to be able to sell my tickets on vivid seats without getting banned as soon as I upload more than a certain number of tickets. AGAIN, I have no issue in verifying who I am, where I live, my banking info, or any other info needed. If there is an issue in the verification, what is it and how can I remedy it? I'd taken considerable time uploading tickets, creating listings, and now creating new accounts as suggested by YOUR staff. NONE of my accounts have been deleted, I can still log in to them and the tickets still show as "ACTIVE", yet they are not... Giving me a false indication that my tickets are listed for sale and the listing is active...
Sincerely,
Scott [redacted]
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 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
Complaint: [redacted]
I am rejecting this response because: I stand by my previous statements.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
I actually spoke to a manager at Vivid and was told they did a thorough investigation and they called the venue. When I asked what the venue said she told me that they said my daughters tickets were real. I asked who they spoke to as my daughter spoke to Jerry and he was the one who said her tickets were fake. She would not give me any information on who she spoke to. I then phoned the venue and the told me that Vivid did not call them to verify what Jerry said to my daughter. My daughter did talk to [redacted] at the concert and if a thorough investigation was done this would of come up. I tried to call back after I spoke to the venue but got no response.
I am asking that they actually call the venue and confirm what [redacted] did to my daughter. There were 2 sets of tickets sold.
Thank you
Thank you for reaching out to us, as were 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] claim regarding the "face value" of the tickets that they purchased, it should be noted that 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 is readily available on our FAQ page (support.vividseats.com/support/home). In looking into the issue, we saw that [redacted] is a previous customer and therefore should be aware of our marketplace. This is the first complaint we have received in regards to any issue from him.Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. On 7/08/2016 Ms. [redacted] viewed listings of tickets for [redacted]. Once she selected the listing she was interested in, she continued to the Login page which displayed a detailed order summary on the right side. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of her tickets, delivery and service fees, and the total charge of $168.98 highlighted in bold, red text. This information was displayed to Ms. [redacted] prior to entering any payment information. At this point, Ms. [redacted] was also presented with the message “To complete your order, you must agree to the Vivid Seats sales terms and conditionsand 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 page then states, “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Directly below this Ms. [redacted] was presented with the message “By clicking ‘Place Order,’ your credit card will be charged $168.98.” 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).” Ms. [redacted] indicated that she was not aware she was purchasing from a resale marketplace, however; this information is readily available on our website (http://www.vividseats.com/terms.html). Here it clearly states, “Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing group. Vivid Seats does not represent any official organizer of the events listed.” 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 claim, we were in contact with Ms. [redacted] and offered a resolution, in the interest of customer service. However, this offer was declined. As Ms. [redacted] mentioned, she filed a dispute with her credit card company regarding this transaction. We have addressed this and the dispute was ultimately ruled in our favor on 9/23/2016. Ms. [redacted]’s valid tickets were delivered on 10/04/2016 to the email address on file, prior to her event on 10/06/2016. As such, we currently consider this matter closed. If Ms. [redacted] has any concerns regarding the dispute we encourage her to contact the financial institution with which it was filed. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Brandy [redacted]
Thank you for your response. Although our customer continues to press forward, the tracking numbers provided via email, [redacted] and [redacted], verify that both packages were delivered on 5/24/2017 as we previously stated. Stated in our previous response, our customer was notified of the obstructed view on the ticket listing, Login, and Place Order page prior to entering any payment information. As these tickets were delivered, our customer was notified of the obstructed view, and we have addressed her concerns, we consider this matter closed. If our customer has further concerns regarding her order, she may call and enter her order number [redacted] and she will be directed to a customer service manager to assist.Regards,Vivid Seats
Vivid Seats appreciates the opportunity to address [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.
[redacted] ordered these tickets on 10/08/2015 at 7:47 PM CST for an event on 10/11/2015. These tickets were shipped out for a Saturday delivery the next day for delivery on 10/10/2015. The tickets were attempted to be delivered by FedEx on Saturday, but [redacted] was not available to receive them. Attached is a screenshot of [redacted] FedEx tracking number which shows an attempt on that date. [redacted] was aware that FedEx would be attempting delivery on that date. Vivid Seats does guarantee tickets arrive on time for the event and that remained true in this instance, [redacted] was simply not available at the time of delivery.
Additionally, we record all of our calls for quality and training purposes. The customer experience is extremely important to us and we take [redacted] claims very seriously. We have reviewed the calls and determined that [redacted] claims are not true. As we did everything we could to provide these tickets to [redacted], we are not able to honor his request for a full refund.
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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
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
Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address the concerns of our valued customer, Mr. [redacted]. At Vivid Seats, all customers are protected by the full coverage of our 100% Buyer Guarantee, and accordingly we hold our sellers to the highest standard....
Vivid Seats has reached out to Mr. [redacted], and has provided a resolution to this matter that was amicable to both parties. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once customers select the tickets they are interested in for 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Holly [redacted]
Thank you for getting back to us regarding this issue. Although Mr. [redacted] continues to press forward with this matter, we are not, due to the nature of our business, able to offer compensation for tickets that do not sell as we do not guarantee sales for sellers.Mr. [redacted] request to list tickets on Vivid Seats was received, submitted to the required verification process, and subsequently granted, as his listing was posted on the website. As previously stated, whether or not tickets sell is wholly dependent on the market. It is the seller's responsibility to maintain their listings as Vivid Seats makes no guarantee that tickets will sell if listed on the website. As we have addressed Mr. [redacted]s's concerns, we consider this matter closed.Regards,Vivid Seats