Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their event 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 Mr. [redacted] viewed ticket for [redacted], each listing stated the event, date, time, and location. This event is currently occurring in Chicago, New York, and [redacted] Ontario so each listing specifically states a city. Additionally, our site is user-driven meaning that all order details is either selected or inputted by the customer during the checkout process. As Mr. [redacted] selected tickets for [redacted] 12/18/2016 at The [redacted] Theatre in Chicago, IL his order was processed for this event. Mr. [redacted]' event details were also reiterated on the ticket listing, Login , and checkout page. We have since been in contact with Mr. [redacted] to offer a courtesy resolution, stepping outside of our sales terms, in the interest of customer service. As such, we consider this matter resolved and encourage Mr. [redacted] to contact us directly with any additional concerns he may have. Regards, Vivid Seats
Initial Business Response /* (1000, 5, 2015/10/01) */
We recognize that Mr. [redacted] is upset that the tickets he purchased for the Seattle Seahawks at the Green Bay Packers were automatically upgraded by the seller before delivery, but we are confident that resulting seats were, in fact, upgrades...
from the original section and row. Mr. [redacted]' tickets were moved to a section closer to the 50 yard line (the middle of the field) and 23 rows closer to the field. The order was fulfilled correctly and in accordance with our Sales Terms and Conditions: (www.vividseats.com/terms.html). These terms, which are clearly visible on our website, state: "Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.
Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellers. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of time. The change that was ultimately applied to Mr. [redacted]' order moved him from Section 107, Row 58 to Section 109, Row 35, which moved him closer to the action and was therefore considered to be an upgrade.
As we value Mr. [redacted]' satisfaction, we have been able to reach a resolution that suits both parties. We consider this matter resolvedand 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.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their event 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 Mr. [redacted] viewed ticket for [redacted], each listing stated the event, date, time, and location. This event is currently occurring in Chicago, New York, and [redacted] Ontario so each listing specifically states a city. Additionally, our site is user-driven meaning that all order details is either selected or inputted by the customer during the checkout process. As Mr. [redacted] selected tickets for [redacted] 12/18/2016 at The [redacted] Theatre in Chicago, IL his order was processed for this event. Mr. [redacted]' event details were also reiterated on the ticket listing, Login , and checkout page. We have since been in contact with Mr. [redacted] to offer a courtesy resolution, stepping outside of our sales terms, in the interest of customer service. As such, we consider this matter resolved and encourage Mr. [redacted] to contact us directly with any additional concerns he may have. Regards, Vivid Seats
Initial Business Response /* (1000, 5, 2015/10/01) */
We recognize that Mr. [redacted] is upset that the tickets he purchased for the Seattle Seahawks at the Green Bay Packers were automatically upgraded by the seller before delivery, but we are confident that resulting seats were, in fact, upgrades...
from the original section and row. Mr. [redacted]' tickets were moved to a section closer to the 50 yard line (the middle of the field) and 23 rows closer to the field. The order was fulfilled correctly and in accordance with our Sales Terms and Conditions: (www.vividseats.com/terms.html). These terms, which are clearly visible on our website, state: "Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.
Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellers. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of time. The change that was ultimately applied to Mr. [redacted]' order moved him from Section 107, Row 58 to Section 109, Row 35, which moved him closer to the action and was therefore considered to be an upgrade.
As we value Mr. [redacted]' satisfaction, we have been able to reach a resolution that suits both parties. We consider this matter resolvedand 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.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)