Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live events.First and foremost, all orders placed with Vivid Seats are protected by our 100% Buyer Guarantee which state customers will receive valid tickets in time for the event or their money back [redacted] elected to have these tickets delivery via email, which was provided by [redacted] at checkoutThe tickets [redacted] selected were emailed to the address he provided minutes after the order was placed and had clear instructions about how to gain access to the event [redacted] did not download and print the tickets, which is why he was unable to gain access to the eventIt should be noted that in addition to this current claim, [redacted] has also filed a dispute with their credit card company regarding this orderWe are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active.Regards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] and while we maintain we are not at fault, both parties have found an amicable resolutionOn 6/18/15, Ms [redacted] purchased tickets to see Janet Jackson on 07/18/This event was later postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Ms [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkoutThis policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attendIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf 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 teamRegards,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 matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processMr [redacted] indicated that his tickets were listed incorrectly; however, this should be noted as inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their ticket details, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Mr [redacted] selected the tickets he was interested in for the “Temple of the Dog” production on 11/11/2016, the listing was specified as, “Section: General Admission Row: G4.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes, this is done by the primary and secondary marketMr [redacted] then continued to the Login page which displayed a detailed order summary on the right sideAfter Mr [redacted] entered an email address to create an account, he navigated to the Checkout page, which featured an even more in-depth order summary that displayed the details and prices of his tickets, delivery and service fees, and the total charge highlighted in bold, red textAt this point, Mr [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutOur 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 finalAll prices are listed in US Dollars (USD).” 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 holdersThis means that the tickets listed on our site are priced by sellers, not Vivid Seats, in accordance with their assessments of a range of factors including customer demandBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that as soon as an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryMr [redacted] placed his order on 7/29/and prior to receiving this claim, we were in contact with him to clarify this informationSince he placed his order, we offered Mr [redacted] three separate resolutions, stepping outside of the agreed to sales termsThese offers were made in the interest of customer service, though Mr [redacted] declined all offersIn addition to this current claim, we received a dispute from Mr [redacted] 's financial institution regarding this transactionWe have addressed this and the dispute was ultimately ruled in our favorMr [redacted] received the tickets he ordered on 7/29/and downloaded them multiple times prior to his event on 11/11/As such, we currently consider this matter closed, and we encourage Mr [redacted] to contact our customer service if he wishes to revisit a previously offered resolutionRegards, Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryAs 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 holdersIn regards to Ms [redacted] statement about the ticket delivery, it should be noted that details regarding the expected in-hand date were shown at checkout, as well as in the email correspondence that Ms [redacted] received shortly after she placed her orderAdditionally, our 100% Buyer Guarantee promises that her tickets will be delivered in time for the eventWe have been in contact with Ms [redacted] regarding this issue and explained that we will provide the tickets as soon as they become available to the seller, which may be before the provided in-hand date We have been in contact with Ms [redacted] regarding this issue, and both parties have reached an amicable resolutionIf Ms [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department; as it presently stands, we consider this matter resolvedRegards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: I am not requesting any refund from the seller I agree to the amount that the seller sold the tickets I did NOT agree nor was I informed of Vivid Seats ridiculously high service fee that totaled $ [redacted] No where was it listed the service fee of $ [redacted] I was unaware of this fee until after card was charged the large amount of $ [redacted] instead of $ [redacted] that was listed on the checkout page I replied by email to Vivid seats and requested that they email me They state they will only communicate by phone They e-mailed me the phone number for me to call their customer service department but they are unable to communicate about this matter over email??? I do not understand I just want the service fee that was not listed nor agreed to be paid returned to me that Vivid Seats took it upon themselves to add to my ticket purchase without my knowledge Sincerely, [redacted] ***
Thank you for reaching out to us regarding this matterWe would like to take the time to address the concerns of our valued customer, Mr***Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industryThis policy is disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).”Regarding Mr***’s claim that he did not approve the purchase, it must be noted that this is inaccurateOur website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details and agreeing to the purchaseWhen Mr*** selected the tickets he was interested in, he was taken to the the first step of our 4-screen checkout processOnce there, he was asked whether he would be paying with [redacted] or with a credit cardMr [redacted] selected [redacted] , and accordingly was asked to login to [redacted] After logging in to [redacted] , he was then brought to the next step in the Checkout processAt that time, Mr*** was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold textMr [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, Mr [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying his agreement with this statementDuring this process, Mr [redacted] saw an even more in-depth order summary that displayed the quantity and prices of his tickets, the delivery and service fees, and the total charge in bold, red text.Mr***'s valid, authentic tickets were delivered to him via email moments after he submitted his order, and he downloaded them shortly thereafterThe event in question took place on 8/5/Vivid Seats has fully adhered to the Sales Terms and Conditions to which Mr [redacted] agreed prior to purchaseAdditionally, we have reached out to Mr [redacted] and provided a resolution to this matter that was amicable to both partiesAs such, this matter has been resolved, and we encourage Mr [redacted] to reach out to us if he has any further questions or concerns.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our site is completely user-driven meaning all details are either selected or in-put by the customerVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processAfter selecting the listing our customer was interested in, they continued to the Login page and proceeded to enter their shipping and billing addressThe zip code on the billing address was entered as [redacted] though the zip code our customer entered for the shipping address was ***Our customer proceeded to the checkout page and was 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 checkoutOur 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 ticketsAll prices in US DollarsAll sales are final.” Once our customer submitted their order, they received an order summary email which restated the customer’s information including the shipping addressThe following day our customer received an email with the [redacted] tracking number, [redacted] , to monitor deliveryAs verified by this tracking number, the postal code the customer provided was incorrectAs 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.As a courtesy, we inquired with the seller on this purchase regarding a reissue of the ticketsIt should be noted that this was done as a courtesy as reissue requests are often dependent upon the primary issuer of the tickets with which we have no affiliation; therefore the result of such requests are outside of our purviewThe seller later notified us that they would be unable to comply with the reissue requestIn the interest of customer satisfaction, we offered our customer a one-time courtesy resolutionThis offer, however, was declined by our customerAs such, we consider this matter closedAny additional questions our customer may have can be directed to our customer service departmentRegards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter 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 redIn order for Mr [redacted] 's order to be placed, he must check a box to authorize the purchase in addition to selecting the "Place Order" buttonThe message above the check box states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.”As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe 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 demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeThis practice is disclosed and made transparent throughout our website and the ordering processBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.We have been in contact with Mr [redacted] regarding this issue, but have been unable to reach an amicable resolutionIt should be noted that in addition to this current claim, Mr [redacted] has also filed a dispute with their credit card company regarding this orderAs such, we are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active.Regards,Vivid Seats
Complaint: I am rejecting this response because:I still maintain that the quantity was correctly displaying as one ticket until I entered my payment informationOnce I did that and submitted for one ticket I was charged for four ticketsThe customer reviews frequently notated this issue and I called customer support immediately to report this issueI am seeking reimbursement for the three unauthorized, unneeded, and unwanted tickets Sincerely, Terri ***
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsIt should be noted that when Mr [redacted] filed this complaint he had not yet placed an order with Vivid SeatsHowever, Vivid Seats has been in contact with Mr [redacted] to address his concerns and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for their future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this order, we encourage him to contact a member of our customer service teamRegards, Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 service fees, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter 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 redIn addition, it should be noted that directly above the "Place Order" button, in bolded text, the following statement is present: “By clicking “Place Order’, your credit card will be charged” followed by the total purchase amount, incorporating the cost of the tickets, service and delivery fees.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 holdersThe 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 demandThis means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis 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 ticketsAll prices in US DollarsAll sales are final.”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 correspondenceWe encourage Ms [redacted] to utilize this resource for any additional concerns she may have.Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms [redacted] placed an order for two tickets to a “New York Yankees at Atlanta Braves” exhibition gameWe would like to clarify that as a secondary marketplace, Vivid Seats does not have any affiliation with the Atlanta Braves or [redacted] ; rather, the Atlanta Braves and [redacted] facilitate what is classified as an Electronic Transfer of ticketsTherefore, our sellers electronically transfer tickets to our customer through the [redacted] siteMs [redacted] tickets were initially transferred to the [redacted] account on 3/13/2017; prior to the event occurring on 3/31/As the Electronic Transfer of tickets is operated by the Atlanta Braves and [redacted] , tickets may be transferred well before an event though they are often not visible until closer to the event date and time; such matters are outside of our purviewMs [redacted] contacted us on 3/30/stating that she was unable to access her ticketsAt this time, she spoke with multiple customer service agents who clarified that tickets would be accessible on the [redacted] application; the same location where the tickets were originally acceptedAs Ms [redacted] was still having trouble viewing tickets, our customer service agents also suggested viewing her order on the MLB or Atlanta Braves application and sites as tickets would also be accessible on all platformsMs [redacted] informed our agents that she would not be attending the event and inquired how her husband would be able to access the ticketsAt this time, our agents simply suggested providing her husband with the account login information to view the tickets.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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed upon by Ms [redacted] at the time of purchase.Ms [redacted] confirmed receipt of these tickets on 3/31/at roughly 6:PM EDT, prior to the event which started at 7:PM EDT though they were originally transferred on 3/13/As Ms [redacted] valid tickets were transferred prior to her event, which has since passed, we consider this matter closedIf Ms [redacted] has any additional concerns, we welcome her to contact our customer service department to assist.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Mr [redacted] At Vivid Seats, we always appreciate the opportunity to address any dissatisfaction a customer may experienceVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processMr [redacted] has stated that he was not notified of the service fee for his tickets until after his transaction was completeIt must be noted that this is inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the service fees associated with their purchases, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter 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 quantity and prices of their tickets, delivery and service fees, and the total charge highlighted in red.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 validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home)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 holdersBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD)." We have been in contact with Mr [redacted] regarding this issue, and have yet to reach an amicable resolution at this timeOur management team is available to handle any additional concerns that Mr [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for bringing this matter to our attentionVivid Seats sent Ms [redacted] payment for her sale on 09/17/We reached out to Ms [redacted] and found that the payment was unclaimed by the recipientWe resent the payment to Ms [redacted] for her sale and that has been claimedWe consider this matter resolved--and we hope that Ms [redacted] will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns, we welcome her to contact a member of our customer service team
That you for contacting us regarding this matterWe appreciate the opportunity to address Mr [redacted] concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsOn 8/Mr [redacted] purchased three tickets to the Grand Ole Opry event that was held on 10/4, which featured multiple artistsAs Mr [redacted] mentioned, there were later changes made to the lineup of the showHowever, it should be noted that 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 holdersAs such, we cannot be held responsible for the artist variations made with which Mr [redacted] takes issueAs stated in our Sales Terms and Conditions (www.vividseats.com/terms.html), our 100% Buyer Guarantee does not cover factors beyond our control such as (but not limited to) artist or venue aspects that are subject to change and therefore outside of our purviewSince the event was not cancelled, and Mr [redacted] received valid tickets in time for the event, per our sales terms, Mr [redacted] order did not qualify for a refund.We have been in contact with Mr [redacted] and addressed his concerns while reaching a resolution that suits both partiesIf Mr [redacted] has any other concerns we encourage him to reach out to our customer service team, at this time we consider this matter closedRegards, Vivid Seats
Thank you for getting back to us regarding this issueAs stated previously, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestAll tickets for this event are transferable and all tickets sold on Vivid Seats are backed by our 100% Buyer Guarantee that ensures ticket validity and use for live eventsWe must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Mr [redacted] agreed to during checkoutAs Mr [redacted] stated he has filed a dispute with his credit card company regarding this orderWe are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we advise Mr [redacted] to reach out to their bank in regards to its outcomeRegards,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 matterVivid Seats operates on the secondary market and maintains [redacted] of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid 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 processThis process provides customers with multiple opportunities to review the details of an orderMr [redacted] indicated that he was not made aware of the total charge prior to placing his order; this should be noted as inaccurateWhen Mr [redacted] selected the tickets he was interested in for New York [redacted] at Sacramento ***, he continued to the Login page which displayed a detailed order summary on the right side which included the price per ticketAfter Mr [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $1,highlighted in bold, red text prior to entering any payment informationAt this point, Mr [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutDirectly below this the message, “By clicking ‘Place Order,’ your credit card will be charged $1,838.07.” 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 finalAll prices are listed in US Dollars (USD).” 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryMr [redacted] was provided his order total multiple times prior to placing his order and agreed to our sales termsAs such, we consider this matter closed and encourage Mr [redacted] to contact us with any additional concernsRegards, Vivid Seats
Thank you for getting back to us regarding this issueWhile Ms [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestWe must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions Ms [redacted] has filed a dispute with their credit card company regarding this order and as a result we are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active Ms [redacted] may follow up with her bank in regards to its outcome and as such we consider this matter closedRegards, Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 holdersBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis 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 ticketsAll prices in US DollarsAll sales are final.” With regard to Mr [redacted] 's claim that Vivid Seats experienced a system error, it should be noted that this is inaccurateOur website is user-driven, and customers are given multiple opportunities to view all details of their order throughout our four-screen checkout processIf Mr [redacted] had any questions regarding the details of his purchase at that time, he was welcome to exit the process or to reach out to our customer service teamIt should also be noted that Mr [redacted] has successfully purchased tickets from Vivid Seats in the past, reporting no difficulty.Additionally, Mr [redacted] has claimed that he was sent incorrect tickets in addition to those he orderedThis is inaccurate; Mr [redacted] received the tickets he selected at checkoutNo additional tickets were sent to himWhen Mr [redacted] contacted our customer service team stating that he only needed two tickets rather than three, our agent recommended that he use our online ticket-selling service as a way for him to recover fundsThrough this service, Mr [redacted] would be welcome to set the price for his ticket as high or low as he chose.Mr [redacted] 's tickets for this event were sent to his email address immediately after he completed this transactionAs such, Vivid Seats has acted in full accordance with the agreterms and conditionsIn the interest of customer service, Vivid Seats has also been in contact with Mr [redacted] and has provided a resolution to this matter that was amicable to both partiesIf Mr [redacted] has any additional questions about this order, we encourage him to contact our customer service teamAt this time, this matter has been resolved.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has claimed that they were send tickets for an event that had already passed, this is incorrectVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderAdditionally, our site is completely user-driven meaning all order details are either selected or in-put by the customer during checkoutOnce our customer selected the listing they were interested in for Tim and Eric on 7/28/at 7:PM, they continued to the Login page which displays a detailed order summary on the right side reiterating the date and time of their eventAfter 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 event details, number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt 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 checkoutOur 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 ticketsAll prices in US DollarsAll 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 PayPal account will be charged $106.60.” Our customer then proceeded to select “Place Order”, at which time their order was complete.This order was placed on 7/27/7:PM EST for an event on 7/28/at 7:PM ESTThe tickets they received, immediately after the order was placed, was for exact event and seat location which our customer selectedAs a courtesy, the tickets were re-sent on 7/28/8:AM EST and again on 7/29/8:PM EST, after the event at the customer's requestAs 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis 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 customerAs all order details were sufficiently displayed prior to placing their order and the tickets which our customer selected were delivered prior to their event, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live events.First and foremost, all orders placed with Vivid Seats are protected by our 100% Buyer Guarantee which state customers will receive valid tickets in time for the event or their money back [redacted] elected to have these tickets delivery via email, which was provided by [redacted] at checkoutThe tickets [redacted] selected were emailed to the address he provided minutes after the order was placed and had clear instructions about how to gain access to the event [redacted] did not download and print the tickets, which is why he was unable to gain access to the eventIt should be noted that in addition to this current claim, [redacted] has also filed a dispute with their credit card company regarding this orderWe are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active.Regards,Vivid Seats
Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms [redacted] and while we maintain we are not at fault, both parties have found an amicable resolutionOn 6/18/15, Ms [redacted] purchased tickets to see Janet Jackson on 07/18/This event was later postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Ms [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkoutThis policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attendIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for their future event ticket needsIf 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 teamRegards,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 matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processMr [redacted] indicated that his tickets were listed incorrectly; however, this should be noted as inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their ticket details, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Mr [redacted] selected the tickets he was interested in for the “Temple of the Dog” production on 11/11/2016, the listing was specified as, “Section: General Admission Row: G4.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes, this is done by the primary and secondary marketMr [redacted] then continued to the Login page which displayed a detailed order summary on the right sideAfter Mr [redacted] entered an email address to create an account, he navigated to the Checkout page, which featured an even more in-depth order summary that displayed the details and prices of his tickets, delivery and service fees, and the total charge highlighted in bold, red textAt this point, Mr [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutOur 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 finalAll prices are listed in US Dollars (USD).” 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 holdersThis means that the tickets listed on our site are priced by sellers, not Vivid Seats, in accordance with their assessments of a range of factors including customer demandBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that as soon as an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryMr [redacted] placed his order on 7/29/and prior to receiving this claim, we were in contact with him to clarify this informationSince he placed his order, we offered Mr [redacted] three separate resolutions, stepping outside of the agreed to sales termsThese offers were made in the interest of customer service, though Mr [redacted] declined all offersIn addition to this current claim, we received a dispute from Mr [redacted] 's financial institution regarding this transactionWe have addressed this and the dispute was ultimately ruled in our favorMr [redacted] received the tickets he ordered on 7/29/and downloaded them multiple times prior to his event on 11/11/As such, we currently consider this matter closed, and we encourage Mr [redacted] to contact our customer service if he wishes to revisit a previously offered resolutionRegards, Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryAs 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 holdersIn regards to Ms [redacted] statement about the ticket delivery, it should be noted that details regarding the expected in-hand date were shown at checkout, as well as in the email correspondence that Ms [redacted] received shortly after she placed her orderAdditionally, our 100% Buyer Guarantee promises that her tickets will be delivered in time for the eventWe have been in contact with Ms [redacted] regarding this issue and explained that we will provide the tickets as soon as they become available to the seller, which may be before the provided in-hand date We have been in contact with Ms [redacted] regarding this issue, and both parties have reached an amicable resolutionIf Ms [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department; as it presently stands, we consider this matter resolvedRegards,Vivid Seats
Complaint: [redacted] I am rejecting this response because: I am not requesting any refund from the seller I agree to the amount that the seller sold the tickets I did NOT agree nor was I informed of Vivid Seats ridiculously high service fee that totaled $ [redacted] No where was it listed the service fee of $ [redacted] I was unaware of this fee until after card was charged the large amount of $ [redacted] instead of $ [redacted] that was listed on the checkout page I replied by email to Vivid seats and requested that they email me They state they will only communicate by phone They e-mailed me the phone number for me to call their customer service department but they are unable to communicate about this matter over email??? I do not understand I just want the service fee that was not listed nor agreed to be paid returned to me that Vivid Seats took it upon themselves to add to my ticket purchase without my knowledge Sincerely, [redacted] ***
Thank you for reaching out to us regarding this matterWe would like to take the time to address the concerns of our valued customer, Mr***Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industryThis policy is disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).”Regarding Mr***’s claim that he did not approve the purchase, it must be noted that this is inaccurateOur website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details and agreeing to the purchaseWhen Mr*** selected the tickets he was interested in, he was taken to the the first step of our 4-screen checkout processOnce there, he was asked whether he would be paying with [redacted] or with a credit cardMr [redacted] selected [redacted] , and accordingly was asked to login to [redacted] After logging in to [redacted] , he was then brought to the next step in the Checkout processAt that time, Mr*** was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold textMr [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, Mr [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying his agreement with this statementDuring this process, Mr [redacted] saw an even more in-depth order summary that displayed the quantity and prices of his tickets, the delivery and service fees, and the total charge in bold, red text.Mr***'s valid, authentic tickets were delivered to him via email moments after he submitted his order, and he downloaded them shortly thereafterThe event in question took place on 8/5/Vivid Seats has fully adhered to the Sales Terms and Conditions to which Mr [redacted] agreed prior to purchaseAdditionally, we have reached out to Mr [redacted] and provided a resolution to this matter that was amicable to both partiesAs such, this matter has been resolved, and we encourage Mr [redacted] to reach out to us if he has any further questions or concerns.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our site is completely user-driven meaning all details are either selected or in-put by the customerVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processAfter selecting the listing our customer was interested in, they continued to the Login page and proceeded to enter their shipping and billing addressThe zip code on the billing address was entered as [redacted] though the zip code our customer entered for the shipping address was ***Our customer proceeded to the checkout page and was 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 checkoutOur 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 ticketsAll prices in US DollarsAll sales are final.” Once our customer submitted their order, they received an order summary email which restated the customer’s information including the shipping addressThe following day our customer received an email with the [redacted] tracking number, [redacted] , to monitor deliveryAs verified by this tracking number, the postal code the customer provided was incorrectAs 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.As a courtesy, we inquired with the seller on this purchase regarding a reissue of the ticketsIt should be noted that this was done as a courtesy as reissue requests are often dependent upon the primary issuer of the tickets with which we have no affiliation; therefore the result of such requests are outside of our purviewThe seller later notified us that they would be unable to comply with the reissue requestIn the interest of customer satisfaction, we offered our customer a one-time courtesy resolutionThis offer, however, was declined by our customerAs such, we consider this matter closedAny additional questions our customer may have can be directed to our customer service departmentRegards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter 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 redIn order for Mr [redacted] 's order to be placed, he must check a box to authorize the purchase in addition to selecting the "Place Order" buttonThe message above the check box states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.”As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe 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 demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeThis practice is disclosed and made transparent throughout our website and the ordering processBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.We have been in contact with Mr [redacted] regarding this issue, but have been unable to reach an amicable resolutionIt should be noted that in addition to this current claim, Mr [redacted] has also filed a dispute with their credit card company regarding this orderAs such, we are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active.Regards,Vivid Seats
Complaint: I am rejecting this response because:I still maintain that the quantity was correctly displaying as one ticket until I entered my payment informationOnce I did that and submitted for one ticket I was charged for four ticketsThe customer reviews frequently notated this issue and I called customer support immediately to report this issueI am seeking reimbursement for the three unauthorized, unneeded, and unwanted tickets Sincerely, Terri ***
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsIt should be noted that when Mr [redacted] filed this complaint he had not yet placed an order with Vivid SeatsHowever, Vivid Seats has been in contact with Mr [redacted] to address his concerns and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr [redacted] will consider Vivid Seats for their future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this order, we encourage him to contact a member of our customer service teamRegards, Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 service fees, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter 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 redIn addition, it should be noted that directly above the "Place Order" button, in bolded text, the following statement is present: “By clicking “Place Order’, your credit card will be charged” followed by the total purchase amount, incorporating the cost of the tickets, service and delivery fees.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 holdersThe 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 demandThis means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis 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 ticketsAll prices in US DollarsAll sales are final.”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 correspondenceWe encourage Ms [redacted] to utilize this resource for any additional concerns she may have.Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Ms [redacted] placed an order for two tickets to a “New York Yankees at Atlanta Braves” exhibition gameWe would like to clarify that as a secondary marketplace, Vivid Seats does not have any affiliation with the Atlanta Braves or [redacted] ; rather, the Atlanta Braves and [redacted] facilitate what is classified as an Electronic Transfer of ticketsTherefore, our sellers electronically transfer tickets to our customer through the [redacted] siteMs [redacted] tickets were initially transferred to the [redacted] account on 3/13/2017; prior to the event occurring on 3/31/As the Electronic Transfer of tickets is operated by the Atlanta Braves and [redacted] , tickets may be transferred well before an event though they are often not visible until closer to the event date and time; such matters are outside of our purviewMs [redacted] contacted us on 3/30/stating that she was unable to access her ticketsAt this time, she spoke with multiple customer service agents who clarified that tickets would be accessible on the [redacted] application; the same location where the tickets were originally acceptedAs Ms [redacted] was still having trouble viewing tickets, our customer service agents also suggested viewing her order on the MLB or Atlanta Braves application and sites as tickets would also be accessible on all platformsMs [redacted] informed our agents that she would not be attending the event and inquired how her husband would be able to access the ticketsAt this time, our agents simply suggested providing her husband with the account login information to view the tickets.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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed upon by Ms [redacted] at the time of purchase.Ms [redacted] confirmed receipt of these tickets on 3/31/at roughly 6:PM EDT, prior to the event which started at 7:PM EDT though they were originally transferred on 3/13/As Ms [redacted] valid tickets were transferred prior to her event, which has since passed, we consider this matter closedIf Ms [redacted] has any additional concerns, we welcome her to contact our customer service department to assist.Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Mr [redacted] At Vivid Seats, we always appreciate the opportunity to address any dissatisfaction a customer may experienceVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processMr [redacted] has stated that he was not notified of the service fee for his tickets until after his transaction was completeIt must be noted that this is inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the service fees associated with their purchases, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right sideAfter 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 quantity and prices of their tickets, delivery and service fees, and the total charge highlighted in red.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 validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home)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 holdersBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD)." We have been in contact with Mr [redacted] regarding this issue, and have yet to reach an amicable resolution at this timeOur management team is available to handle any additional concerns that Mr [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for bringing this matter to our attentionVivid Seats sent Ms [redacted] payment for her sale on 09/17/We reached out to Ms [redacted] and found that the payment was unclaimed by the recipientWe resent the payment to Ms [redacted] for her sale and that has been claimedWe consider this matter resolved--and we hope that Ms [redacted] will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns, we welcome her to contact a member of our customer service team
That you for contacting us regarding this matterWe appreciate the opportunity to address Mr [redacted] concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsOn 8/Mr [redacted] purchased three tickets to the Grand Ole Opry event that was held on 10/4, which featured multiple artistsAs Mr [redacted] mentioned, there were later changes made to the lineup of the showHowever, it should be noted that 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 holdersAs such, we cannot be held responsible for the artist variations made with which Mr [redacted] takes issueAs stated in our Sales Terms and Conditions (www.vividseats.com/terms.html), our 100% Buyer Guarantee does not cover factors beyond our control such as (but not limited to) artist or venue aspects that are subject to change and therefore outside of our purviewSince the event was not cancelled, and Mr [redacted] received valid tickets in time for the event, per our sales terms, Mr [redacted] order did not qualify for a refund.We have been in contact with Mr [redacted] and addressed his concerns while reaching a resolution that suits both partiesIf Mr [redacted] has any other concerns we encourage him to reach out to our customer service team, at this time we consider this matter closedRegards, Vivid Seats
Thank you for getting back to us regarding this issueAs stated previously, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestAll tickets for this event are transferable and all tickets sold on Vivid Seats are backed by our 100% Buyer Guarantee that ensures ticket validity and use for live eventsWe must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions that Mr [redacted] agreed to during checkoutAs Mr [redacted] stated he has filed a dispute with his credit card company regarding this orderWe are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we advise Mr [redacted] to reach out to their bank in regards to its outcomeRegards,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 matterVivid Seats operates on the secondary market and maintains [redacted] of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid 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 processThis process provides customers with multiple opportunities to review the details of an orderMr [redacted] indicated that he was not made aware of the total charge prior to placing his order; this should be noted as inaccurateWhen Mr [redacted] selected the tickets he was interested in for New York [redacted] at Sacramento ***, he continued to the Login page which displayed a detailed order summary on the right side which included the price per ticketAfter Mr [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $1,highlighted in bold, red text prior to entering any payment informationAt this point, Mr [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutDirectly below this the message, “By clicking ‘Place Order,’ your credit card will be charged $1,838.07.” 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 finalAll prices are listed in US Dollars (USD).” 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industryMr [redacted] was provided his order total multiple times prior to placing his order and agreed to our sales termsAs such, we consider this matter closed and encourage Mr [redacted] to contact us with any additional concernsRegards, Vivid Seats
Thank you for getting back to us regarding this issueWhile Ms [redacted] continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestWe must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions Ms [redacted] has filed a dispute with their credit card company regarding this order and as a result we are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active Ms [redacted] may follow up with her bank in regards to its outcome and as such we consider this matter closedRegards, Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo 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 holdersBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis 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 ticketsAll prices in US DollarsAll sales are final.” With regard to Mr [redacted] 's claim that Vivid Seats experienced a system error, it should be noted that this is inaccurateOur website is user-driven, and customers are given multiple opportunities to view all details of their order throughout our four-screen checkout processIf Mr [redacted] had any questions regarding the details of his purchase at that time, he was welcome to exit the process or to reach out to our customer service teamIt should also be noted that Mr [redacted] has successfully purchased tickets from Vivid Seats in the past, reporting no difficulty.Additionally, Mr [redacted] has claimed that he was sent incorrect tickets in addition to those he orderedThis is inaccurate; Mr [redacted] received the tickets he selected at checkoutNo additional tickets were sent to himWhen Mr [redacted] contacted our customer service team stating that he only needed two tickets rather than three, our agent recommended that he use our online ticket-selling service as a way for him to recover fundsThrough this service, Mr [redacted] would be welcome to set the price for his ticket as high or low as he chose.Mr [redacted] 's tickets for this event were sent to his email address immediately after he completed this transactionAs such, Vivid Seats has acted in full accordance with the agreterms and conditionsIn the interest of customer service, Vivid Seats has also been in contact with Mr [redacted] and has provided a resolution to this matter that was amicable to both partiesIf Mr [redacted] has any additional questions about this order, we encourage him to contact our customer service teamAt this time, this matter has been resolved.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has claimed that they were send tickets for an event that had already passed, this is incorrectVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderAdditionally, our site is completely user-driven meaning all order details are either selected or in-put by the customer during checkoutOnce our customer selected the listing they were interested in for Tim and Eric on 7/28/at 7:PM, they continued to the Login page which displays a detailed order summary on the right side reiterating the date and time of their eventAfter 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 event details, number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt 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 checkoutOur 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 ticketsAll prices in US DollarsAll 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 PayPal account will be charged $106.60.” Our customer then proceeded to select “Place Order”, at which time their order was complete.This order was placed on 7/27/7:PM EST for an event on 7/28/at 7:PM ESTThe tickets they received, immediately after the order was placed, was for exact event and seat location which our customer selectedAs a courtesy, the tickets were re-sent on 7/28/8:AM EST and again on 7/29/8:PM EST, after the event at the customer's requestAs 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 holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis 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 customerAs all order details were sufficiently displayed prior to placing their order and the tickets which our customer selected were delivered prior to their event, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department Regards,Vivid Seats