Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mrs. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mrs. [redacted] will consider Vivid Seats for her future event ticket needs. If Mrs....
[redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team.Regards,Vivid Seats
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day--and each order is given...
the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event--and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly.
However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. [redacted]'s order was one such case.
Vivid Seats apologizes for the issues Ms. [redacted] experienced. As compensation for this, we have issued a full refund of Ms. [redacted]'s order in accordance with our 100% Buyer Guarantee. We hope that we have been able to resolve Ms. [redacted]'s concerns, and that she will choose Vivid Seats for her ticket needs again in the future. If Ms. [redacted] has any further questions or concerns, we welcome her to contact a member of our customer service team.
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] feels that the service charge was not disclosed in advance. This is inaccurate: our checkout process provides multiple opportunities to review the details of an order, and displays multiple disclaimers that tickets may be above face value. When a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left 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 breakdown that displays the individual ticket costs, individual delivery and service fees, and the total charge highlighted in red. Additionally, we find it difficult to understand [redacted] concerns as he has been a customer of ours previously and took no issue with the checkout process. Because customer satisfaction is important to us, Vivid Seats has reached out to [redacted] and both parties have found an amicable resolution. We consider this matter resolved—and we hope that [redacted] will consider Vivid Seats for his future event ticket needs. If [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, Mr. **. 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. Vivid Seats is not affiliated with...
any artist or venue; rather, we act as an intermediary between fans and ticket holders. And while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event. In our measures to maintain a high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. In the rare instance that a seller cannot fill an order, Vivid Seats makes every possible effort to secure comparable or upgraded replacement tickets. On 8/25/16 Mr. ** placed two orders for a [redacted] football game on 10/8/16. In the case of Mr. **'s second order, it was identified that the original seller would not be able to fill the order in the original seat location. As such, Vivid Seats provided tickets in the same section, but an upgraded row. Due to the complications with his second order, Vivid Seats also agreed to meet an amicable financial resolution to resolve his concerns. Mr. ** received valid and authentic tickets in time for the event therefore fulfilling our 100% Buyer Guarantee and we have also been able to provide an amicable financial resolution regarding his second order, as such, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. In reference to Ms. [redacted]’s claim regarding the original purchase price, or face value, of the tickets she purchased, it should be noted that Vivid Seats...
is a secondary marketplace. This means that we have no affiliation with any box office or venue and does not own or generate any tickets. Rather, we serve as an intermediary between fans and ticket holders. This means that all ticket prices on our site are set by those sellers, not Vivid Seats, in accordance with their assessments of various market factors such as customer demand. 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 also readily available on our FAQ page (support.vividseats.com/support/home).Regarding Ms. [redacted]’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. 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 Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of the tickets, the delivery and service fees, and the total charge in bold, red text.With regard to Ms. [redacted]’s statement that a different name was printed on the tickets they received, it should be noted that this is a common occurrence on the secondary market. Because listings on our site are owned by individual sellers, the tickets often ship from these sellers directly to customers, and therefore display the name of the original purchaser. This is standard practice throughout the industry, the name simply being information left over from when the tickets were first issued. This information is readily available on our website, and all tickets are guaranteed to be transferable and valid for entry to their respective events.Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase. Additionally, although she is not due to receive a refund for this purchase, we have reached out to Ms. [redacted] and offered to provide a resolution to this matter. This was done in the interest of customer service and as an exception to the agreed-to terms; however, this resolution was declined by the customer. If Ms. [redacted] would like to discuss a resolution to this matter, or if she has any additional questions or concerns, we encourage her to reach out to a member of our customer service team. At this time, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us 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 Comics Come Home, 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 $183.34highlighted 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 “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 $183.34.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.As 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. As such, any last-minute decisions regarding customers’ seats being moved are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations were made clear in the Sales Terms and Conditions Mr [redacted] agreed upon when submitting his order: “Vivid Seats is acting as a ticket marketplace. This means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live events. It also means that the 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 is not representing any official organizer of the events listed.”These terms also state our policy regarding changes that venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matter. If the customer’s claim is substantiated, our 100% Money Back Guarantee ensures that the customer will receive a full refund for their order. In the case of Mr. [redacted], we can confirm that he did receive tickets for seats in the section and row he requested. Our thorough investigation also resulted in documentation proving that the tickets he received were in fact valid for entry to this event. For this reason, Mr. [redacted] is not due to receive a refund, per the agreed-to terms and conditions. Additionally, as venues typically do not issue refunds to the original purchaser in the event of a seating change, we cannot hold the seller accountable for Mr. [redacted]’* claim.In addition to this current claim, Mr. [redacted] has filed a dispute with his financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. At Vivid Seats, we always appreciate the opportunity 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.Ms. [redacted] has stated that when she refreshed the browser page, she noted a quantity of six tickets. It should be noted that Ms. [redacted] then had the opportunity to adjust this quantity prior to entering any payment information. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order quantity and pricing 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. 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 bold, red text.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. Therefore, prices are not based on the original purchase price, or "face value" of the tickets, and may be higher or lower than that original amount. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase. Although she is not due to receive a refund per the agreed-to terms, in the interest of customer service we have offered to provide a resolution to this matter; however, Ms. [redacted] has declined this resolution. Additionally, it should be noted that Ms. [redacted] has also filed a dispute with her financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide any further resolution to this matter while the financial dispute remains active. We encourage Ms. [redacted] to reach out to her bank with any questions regarding the outcome of the dispute. At this time, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats has attempted to contact Ms. [redacted] via telephone to discuss this matter but was unsuccessful in reaching her. Nevertheless, we believe to have found an amicable resolution which was specified in a voicemail and email to Ms....
[redacted]. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards,Vivid Seats
Complaint: 12124515
I am rejecting this response because: As I said, the listing was NOT there to renew; how stupid do you think I am? Don't answer that, because by your tone answering me you think your clients are incapable to figure out how to make a few clicks correctly and that they can't read.I knew exactly what to do to renew it as I had done it before. The lady on the phone even extended my listing till 11:00am (the night before show). When I checked around 3:00am (day of the show) the listing WAS GONE!!!!!!!!!! Than I had to relist the tickets, from scratch! You system has flaws and no matter how much I explain it to you there is no way for me to show you what happened. Guess I'll have to suck it up right?More expensive listings, in way worst seats than mine (I had first row on my section) sold before my eyes while my listing kept mysteriously disappearing.
Sincerely,
Gregory [redacted]
Thank you for reaching out to us regarding this matter. At Vivid Seats, we appreciate the opportunity to address Mr. [redacted]' concerns. We operate on the secondary market and maintain 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.Regarding Mr. [redacted] claim that he was not made aware of the order total prior to purchase, it must be noted that this is inaccurate. Our website is user-driven and no order can be submitted without the customer having been presented with all ticket, event, and price information. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the details of their respective purchases, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Mr. [redacted] selected the tickets he was interested in, he was led to a Login page that displayed a detailed order summary on the right side. After he entered an email address to create an account, Mr. [redacted] was taken to the Checkout page, which featured an even more in-depth order summary displaying the quantity and prices of his tickets, delivery and service fees, and the total charge highlighted in bold, red text.Mr. [redacted]' valid, authentic tickets were delivered to him in advance of the event and, as such, Vivid Seats has fully upheld our 100% Buyer Guarantee. Additionally, in the interest of customer service, we have reached out to Mr. [redacted] and provided a resolution to this matter that was amicable to both parties. If he has any further questions or concerns, we encourage Mr. [redacted] to reach out to our customer service team. At this time, this matter has been resolved.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.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). Additionally, our checkout 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. Every customer must accept our sales terms and conditions, inclduing our "All Sales are Final" policy in order to complete their order. We have attempted to contact Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. As Mr. [redacted] has possession of the ticket, we consider this matter closed.
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.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. [redacted] agreed to the purchase and our sales policies. We are not able to cancel the order. We spoke to [redacted] before the complaint was made and offered a resolution that [redacted] declined. If [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact us.
Vivid Seats appreciates the opportunity to address [redacted]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.[redacted] feels that certain details of her order, including the service charge were not disclosed in advance. She feels that this entitles her to a partial refund. However, this is inaccurate: our checkout process provides 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 summary of the order on its left 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 breakdown that displays the individual ticket costs, individual 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 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.Because tickets listed for sale on our site are owned by individual sellers, sellers are notified as soon as an order is placed. This means we must enforce an “all sales are final” policy—a standard policy throughout the industry. These facts are described in detail in our FAQ and Sales Terms (www.[redacted], as well as during checkout, where the following message is displayed 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 [redacted] before she submitted her information and finalized the order.
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 viewed the tickets they are interested in for Clint Black, which were listed as price per ticket, our customer continued to the Login page which displays a detailed order summary on the right side. This summary includes the section, row, price per ticket and quantity selected. 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 $130.80 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, “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 $130.80.” 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.” Before placing their order, customers are notified on the checkout page, "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.” 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 to address their concerns. 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
As stated in our previous response, we reached out to Mr. [redacted] to discuss his issue and agreed to a mutual resolution. This partial refund was offered as a courtesy to Mr. [redacted]. We have addressed his complaints and consider this matter resolved. If Mr. [redacted] has any further questions we welcome him to reach out to us and speak to a member of our customer service team.
Thank you for your reply. As we have sufficiently clarified that all pricing details were displayed prior to entering any payment information and reiterated in bold text directly above the "Place Order" button. As such, we consider this matter closed. As the dispute remains active, we encourage our customer to contact the financial institution with which it was filed.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us. In light of a thorough review of this case, a new resolution has been initiated on behalf of Ms. [redacted]. We have contacted Ms. [redacted] and advised her of this resolution. We encourage her to get in touch with one of our agents with any additional questions she may have.Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mrs. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mrs. [redacted] will consider Vivid Seats for her future event ticket needs. If Mrs....
[redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team.Regards,Vivid Seats
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day--and each order is given...
the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event--and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly.
However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. [redacted]'s order was one such case.
Vivid Seats apologizes for the issues Ms. [redacted] experienced. As compensation for this, we have issued a full refund of Ms. [redacted]'s order in accordance with our 100% Buyer Guarantee. We hope that we have been able to resolve Ms. [redacted]'s concerns, and that she will choose Vivid Seats for her ticket needs again in the future. If Ms. [redacted] has any further questions or concerns, we welcome her to contact a member of our customer service team.
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] feels that the service charge was not disclosed in advance. This is inaccurate: our checkout process provides multiple opportunities to review the details of an order, and displays multiple disclaimers that tickets may be above face value. When a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left 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 breakdown that displays the individual ticket costs, individual delivery and service fees, and the total charge highlighted in red. Additionally, we find it difficult to understand [redacted] concerns as he has been a customer of ours previously and took no issue with the checkout process. Because customer satisfaction is important to us, Vivid Seats has reached out to [redacted] and both parties have found an amicable resolution. We consider this matter resolved—and we hope that [redacted] will consider Vivid Seats for his future event ticket needs. If [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, Mr. **. 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. Vivid Seats is not affiliated with...
any artist or venue; rather, we act as an intermediary between fans and ticket holders. And while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event. In our measures to maintain a high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. In the rare instance that a seller cannot fill an order, Vivid Seats makes every possible effort to secure comparable or upgraded replacement tickets. On 8/25/16 Mr. ** placed two orders for a [redacted] football game on 10/8/16. In the case of Mr. **'s second order, it was identified that the original seller would not be able to fill the order in the original seat location. As such, Vivid Seats provided tickets in the same section, but an upgraded row. Due to the complications with his second order, Vivid Seats also agreed to meet an amicable financial resolution to resolve his concerns. Mr. ** received valid and authentic tickets in time for the event therefore fulfilling our 100% Buyer Guarantee and we have also been able to provide an amicable financial resolution regarding his second order, as such, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. In reference to Ms. [redacted]’s claim regarding the original purchase price, or face value, of the tickets she purchased, it should be noted that Vivid Seats...
is a secondary marketplace. This means that we have no affiliation with any box office or venue and does not own or generate any tickets. Rather, we serve as an intermediary between fans and ticket holders. This means that all ticket prices on our site are set by those sellers, not Vivid Seats, in accordance with their assessments of various market factors such as customer demand. 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 also readily available on our FAQ page (support.vividseats.com/support/home).Regarding Ms. [redacted]’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. 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 Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of the tickets, the delivery and service fees, and the total charge in bold, red text.With regard to Ms. [redacted]’s statement that a different name was printed on the tickets they received, it should be noted that this is a common occurrence on the secondary market. Because listings on our site are owned by individual sellers, the tickets often ship from these sellers directly to customers, and therefore display the name of the original purchaser. This is standard practice throughout the industry, the name simply being information left over from when the tickets were first issued. This information is readily available on our website, and all tickets are guaranteed to be transferable and valid for entry to their respective events.Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase. Additionally, although she is not due to receive a refund for this purchase, we have reached out to Ms. [redacted] and offered to provide a resolution to this matter. This was done in the interest of customer service and as an exception to the agreed-to terms; however, this resolution was declined by the customer. If Ms. [redacted] would like to discuss a resolution to this matter, or if she has any additional questions or concerns, we encourage her to reach out to a member of our customer service team. At this time, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us 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 Comics Come Home, 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 $183.34highlighted 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 “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 $183.34.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.As 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. As such, any last-minute decisions regarding customers’ seats being moved are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations were made clear in the Sales Terms and Conditions Mr [redacted] agreed upon when submitting his order: “Vivid Seats is acting as a ticket marketplace. This means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live events. It also means that the 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 is not representing any official organizer of the events listed.”These terms also state our policy regarding changes that venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matter. If the customer’s claim is substantiated, our 100% Money Back Guarantee ensures that the customer will receive a full refund for their order. In the case of Mr. [redacted], we can confirm that he did receive tickets for seats in the section and row he requested. Our thorough investigation also resulted in documentation proving that the tickets he received were in fact valid for entry to this event. For this reason, Mr. [redacted] is not due to receive a refund, per the agreed-to terms and conditions. Additionally, as venues typically do not issue refunds to the original purchaser in the event of a seating change, we cannot hold the seller accountable for Mr. [redacted]’* claim.In addition to this current claim, Mr. [redacted] has filed a dispute with his financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage our customer to contact their financial institution with any questions regarding its process or outcome. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. At Vivid Seats, we always appreciate the opportunity 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.Ms. [redacted] has stated that when she refreshed the browser page, she noted a quantity of six tickets. It should be noted that Ms. [redacted] then had the opportunity to adjust this quantity prior to entering any payment information. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order quantity and pricing 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. 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 bold, red text.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. Therefore, prices are not based on the original purchase price, or "face value" of the tickets, and may be higher or lower than that original amount. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase. Although she is not due to receive a refund per the agreed-to terms, in the interest of customer service we have offered to provide a resolution to this matter; however, Ms. [redacted] has declined this resolution. Additionally, it should be noted that Ms. [redacted] has also filed a dispute with her financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide any further resolution to this matter while the financial dispute remains active. We encourage Ms. [redacted] to reach out to her bank with any questions regarding the outcome of the dispute. At this time, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats has attempted to contact Ms. [redacted] via telephone to discuss this matter but was unsuccessful in reaching her. Nevertheless, we believe to have found an amicable resolution which was specified in a voicemail and email to Ms....
[redacted]. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards,Vivid Seats
Complaint: 12124515
I am rejecting this response because: As I said, the listing was NOT there to renew; how stupid do you think I am? Don't answer that, because by your tone answering me you think your clients are incapable to figure out how to make a few clicks correctly and that they can't read.I knew exactly what to do to renew it as I had done it before. The lady on the phone even extended my listing till 11:00am (the night before show). When I checked around 3:00am (day of the show) the listing WAS GONE!!!!!!!!!! Than I had to relist the tickets, from scratch! You system has flaws and no matter how much I explain it to you there is no way for me to show you what happened. Guess I'll have to suck it up right?More expensive listings, in way worst seats than mine (I had first row on my section) sold before my eyes while my listing kept mysteriously disappearing.
Sincerely,
Gregory [redacted]
Thank you for reaching out to us regarding this matter. At Vivid Seats, we appreciate the opportunity to address Mr. [redacted]' concerns. We operate on the secondary market and maintain 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.Regarding Mr. [redacted] claim that he was not made aware of the order total prior to purchase, it must be noted that this is inaccurate. Our website is user-driven and no order can be submitted without the customer having been presented with all ticket, event, and price information. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the details of their respective purchases, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Mr. [redacted] selected the tickets he was interested in, he was led to a Login page that displayed a detailed order summary on the right side. After he entered an email address to create an account, Mr. [redacted] was taken to the Checkout page, which featured an even more in-depth order summary displaying the quantity and prices of his tickets, delivery and service fees, and the total charge highlighted in bold, red text.Mr. [redacted]' valid, authentic tickets were delivered to him in advance of the event and, as such, Vivid Seats has fully upheld our 100% Buyer Guarantee. Additionally, in the interest of customer service, we have reached out to Mr. [redacted] and provided a resolution to this matter that was amicable to both parties. If he has any further questions or concerns, we encourage Mr. [redacted] to reach out to our customer service team. At this time, this matter has been resolved.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.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). Additionally, our checkout 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. Every customer must accept our sales terms and conditions, inclduing our "All Sales are Final" policy in order to complete their order. We have attempted to contact Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. As Mr. [redacted] has possession of the ticket, we consider this matter closed.
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.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. [redacted] agreed to the purchase and our sales policies. We are not able to cancel the order. We spoke to [redacted] before the complaint was made and offered a resolution that [redacted] declined. If [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact us.
Vivid Seats appreciates the opportunity to address [redacted]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.[redacted] feels that certain details of her order, including the service charge were not disclosed in advance. She feels that this entitles her to a partial refund. However, this is inaccurate: our checkout process provides 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 summary of the order on its left 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 breakdown that displays the individual ticket costs, individual 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 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.Because tickets listed for sale on our site are owned by individual sellers, sellers are notified as soon as an order is placed. This means we must enforce an “all sales are final” policy—a standard policy throughout the industry. These facts are described in detail in our FAQ and Sales Terms (www.[redacted], as well as during checkout, where the following message is displayed 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 [redacted] before she submitted her information and finalized the order.
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 viewed the tickets they are interested in for Clint Black, which were listed as price per ticket, our customer continued to the Login page which displays a detailed order summary on the right side. This summary includes the section, row, price per ticket and quantity selected. 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 $130.80 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, “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 $130.80.” 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.” Before placing their order, customers are notified on the checkout page, "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.” 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 to address their concerns. 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
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Mark [redacted]
As stated in our previous response, we reached out to Mr. [redacted] to discuss his issue and agreed to a mutual resolution. This partial refund was offered as a courtesy to Mr. [redacted]. We have addressed his complaints and consider this matter resolved. If Mr. [redacted] has any further questions we welcome him to reach out to us and speak to a member of our customer service team.
Thank you for your reply. As we have sufficiently clarified that all pricing details were displayed prior to entering any payment information and reiterated in bold text directly above the "Place Order" button. As such, we consider this matter closed. As the dispute remains active, we encourage our customer to contact the financial institution with which it was filed.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us. In light of a thorough review of this case, a new resolution has been initiated on behalf of Ms. [redacted]. We have contacted Ms. [redacted] and advised her of this resolution. We encourage her to get in touch with one of our agents with any additional questions she may have.Regards, Vivid Seats