Thank you for reaching out to us in reference to the concerns of our valued customer, Ms***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 processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the quantity of tickets selected, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Ms [redacted] selected the two tickets she was interested in for the Ringling Bros B&B, she continued to the Login page which displayed a detailed order summary on the right sideAfter the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the price for the two tickets, delivery and service fees, and the total charge of $highlighted in bold, red textAt this point, Ms [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).” Because 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 industryAs Ms [redacted] placed her order for two tickets, agreeing to our “all sales are final” policy, and received her two valid tickets immediately, we consider this matter closedWe encourage Ms [redacted] to contact our customer service department with any additional concerns she may haveRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:A Customer service agent and myself came to a mutual agreementPlease disregard this complaint as I will delete it Sincerely, [redacted]
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 eventsVivid Seats facilitates thousands of successful transactions each day with satisfied customers; however, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter investigating this matter, we have determined that this order was one such caseAs such, in accordance with our 100% Buyer Guarantee, a resolution was provided to our customer on 9/20/via email; at this time we consider this matter resolvedIf our customer has any additional questions regarding this matter, we encourage them to contact our customer service department to provide further assistance.Regards,Vivid Seats
Ms [redacted] indicates that she purchased tickets through the Vivid Seats website at a price above the amount originally displayed on the tickets, which is known as the face valueHowever, Vivid Seats is a secondary marketplace and is not directly affiliated with any artist or venue and does not sell tickets as a primary box officeRather, we act as an intermediary between fans and ticket-holdersThis means that the prices of tickets listed on our site are set independently by sellers, not Vivid Seats, based on those sellers' assessments of changing market factors such as customer demandThis price is not based on the face value, and may change at any time These facts are communicated in transparent language in our FAQ and Sales Terms (www.vividseats.com/terms.html): "VividSeats.com displays tickets from a vast network of ticket resellers who price their inventory according to their market value, not the original printed value, or 'face value.' For this reason, the price indicated on the ticket may often be lower than the price the tickets are offered for sale at VividSeats.comticket prices are determined by the ticket sellers and not VividSeats.com." In addition, a message reading "Prices set by sellers, may be over face value" is clearly displayed at the top of every ticket-selection screen Because our customers purchase tickets listed by individual sellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an "all sales are final" policy--a standard policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html)Meanwhile, our checkout page displays the following message directly above a box that customers must check to authorize the purchase: "To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in U.SDollarsAll sales are final." This notice is then followed by the order total, listed in bolded text Prior to receiving this complaint, we reached an amicable resolution with Ms***Following this resolution with Ms***, we successfully disputed the claim she made with her bankWe 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 regarding this or any other order, we welcome her to contact a member of our customer service team
Revdex.com:A full refund has been posted on my credit card account as agreed upon by Vivid seats RepI consider this matter resolved I have reviewed the response made by the business in reference to complaint ID 11702192, and find that this resolution is satisfactory to me Sincerely, Loic ***
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, Meaghan [redacted]
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 as a 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 seating choice, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an order, including section, row and priceWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side displaying the event, section and row in boldAfter 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 redThis 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.”We have been in contact with Mr [redacted] regarding this issue, but have been unable to reach an amicable resolutionPrior to Mr [redacted] filing this complaint, we successfully disputed his claim with his bank.While our management team is available to handle any additional concerns that Mr [redacted] may have, we consider this matter closed.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 reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live events.Our customer placed an order for Section: Row: A and prior to placing their order, agreed to our sales terms and conditionsThe seller later notified us that these tickets were no longer availableIn the rare occurrence that tickets are no longer available per our sales terms, “All orders are subject to ticket availabilityVivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets orderedIf those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion.” Once the seller informed us that the tickets were no longer available, we immediately reached out to our customerWe spoke with our customer on this matter on 5/16/and offered replacements in Section: R: QQ, an entire section closer, as well as the option to cancel her order entirelyOur customer requested time to evaluate this offer and call us backWhen we were later contacted by our customer, they accepted the replacement tickets and the new order was processedRoughly two hours later our customer reached out to us again requesting to cancelAt this time, our agent clarified that as they had elected to select the replacements and not cancel, we were no longer able to cancel the order as the seller had procured these ticketsThe valid tickets in the lower level were delivered on 5/19/prior to our customer’s event which has since passed.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.Prior to receiving this claim we have thoroughly discussed this matter with our customerAdditionally, Vivid Seats offered a courtesy resolution in the interest of customer serviceHowever, our customer declined this offerThe valid tickets our customer accepted were delivered prior to their event, which has since passedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service departmentAt this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matterVivid Seats has been in contact with Ms**, and both parties have found an amicable resolutionAs 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 encourage her to contact a member of our customer service teamRegards, Vivid Seats
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12601258, and find that this resolution is satisfactory to me Sincerely, William Michael [redacted]
Complaint: I am rejecting this response because:I have made over one hundred online orders in the last years I have never had a problem seeing the total charge If the total was presented prior to checkout, it was deceptively hidden.Maybe the Revdex.com could partially proccess and order to see the poor business practices that I am complaining about Sincerely, Kenneth ***
Vivid Seats appreciates 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 eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processWe have reached out to Mr [redacted] and have come to an amicable resolution, through no fault of our own, which we will explain below.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 holdersAll 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 demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt 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 SeatsBased 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 Guarantee.Mr [redacted] also stated that certain details of his order, including the prices being in U.SDollars were not disclosed in advanceThis is inaccurate: our checkout process provides multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left 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 breakdown that displays the individual ticket costs, individual delivery and service fees, and the total charge highlighted in redThere is also a message displayed above a box that customers must check to authorize the purchase that 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." These messages would have been clearly visible to Mr [redacted] before he submitted his information and finalized the order.As stated above Vivid Seats has reached out to Mr [redacted] , and both parties have found an amicable resolutionWe consider this matter resolved—and we hope that Mr [redacted] will consider Vivid Seats for his future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team
Thank you for reaching out to us in reference to the concerns of our valued 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 eventsOur customer placed their order on 3/12/at 2:PM EST prior to their event that was taking place at 3:PM EST that same dayThe order was immediately confirmed and their delivery instructions were delivered instantly at 2:PM EST regarding the Special Delivery Instructions for our customer to pick up their valid ticketsPrior to our customer contacting us in relation to their concerns, we received a dispute from our customer's credit card company regarding this transactionWe addressed this, and the dispute was ultimately ruled in our favorOnce the dispute was closed, we discussed this matter with our customer prior to receiving this claimOur management team has also attempted to contact our customer to assist with this matter though we have been unsuccessful in reaching themShould our customer like to discuss this matter, we welcome them to call our customer service department referencing their order numberAs it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for bringing this matter to our attentionVivid Seats appreciates the opportunity to address Ms [redacted] '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 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 holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid SeatsThis 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 SeatsBased 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 Guarantee Ms [redacted] claims that the service charge was not disclosed in advanceThis is inaccurate: our checkout process provides multiple opportunities to review the details of an order, including all service and delivery chargesWhen a customer selects tickets, they are led to a Login page that displays a detailed summary of the order 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 breakdown that displays the individual ticket costs, individual delivery and service fees, and the total charge highlighted in red Because customer satisfaction is important to us, Vivid Seats has reached out to Ms [redacted] , and both parties have found an amicable resolutionWe 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 regarding this or any other order, we welcome her to contact a member of our customer service team
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 processIn regards to Ms [redacted] 's statement about her tickets, it should be noted that 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 holdersAnd 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 GuaranteeThis 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 refundIn our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properlyHowever, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter investigating this matter, we have determined that Ms [redacted] ’s order was not one of these casesVivid Seats has been in contact with Ms [redacted] prior to, and after receiving this complaint, and have reached a resolution that suits both partiesWe hope that she considers Vivid Seats for her future ticketing needs and if Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service teamAs such, we consider this matter resolvedRegards,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.On 5/7/16, Mr [redacted] placed an order for tickets to Washington Nationals at [redacted] which was scheduled to take place on the same dayWhen [redacted] submitted this order, the selected delivery method was labeled as Special DeliveryMost of the tickets on our marketplace can be shipped via [redacted] or emailed to the purchaser long before the chosen event, but this designation means that the requested tickets must be picked up locally as outlined in the special delivery instructions email that was provided to Mr [redacted] This ticket pick up information was sent to [redacted] within minutes of his order being placed and we have a documented IP address that shows that Mr [redacted] accessed these instructionsWe also were in contact with Mr [redacted] during this time to assist with any difficulties but got disconnected and we were unable to get back in touch with himIn regards to our 100% Buyer Guarantee, Mr [redacted] ’s tickets were valid and available for him to pick up prior to the event at the designated location per the pickup instructions provided to himPer the agreterms at checkout, we successfully fulfilled the orderIn the interest of customer service, we were in contact with Mr [redacted] regarding this issue and offered a considered resolution which Mr [redacted] declinedOur management team is available to handle any additional concerns that Mr [redacted] may have; as it stands, we consider this matter closed.Regards, Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterWith regard to Mr [redacted] 's statement that the tickets he received are different than those he ordered, it must be noted that this is inaccurate All tickets for the event in question are General Admission tickets, meaning that there are no assigned rows or seats and all attendees are given equal opportunity to access all areas of the venueTo his point regarding the row number printed on the ticket, we would like to provide clarificationMany venues often print section and/or row numbers on their General Admission tickets for the purposes of organizing and tracking inventoryIn no way does this practice indicate a difference in seating locations, as the tickets are still for General Admission.With regard to Mr [redacted] 's statement that his tickets differed in price from their primary-market, or "face," value, it should be noted that this is a common occurrence in our industryVivid Seats operates on the secondary market, meaning that all tickets available for purchase on our site are owned and priced by individual ticket sellers, rather than by our companyThese prices are set at the discretion of the individual ticket sellers—not by Vivid Seats—based on their assessments of changing factors, such as customer demandBecause prices are not based on their original purchase price, they may be higher or lower than this original amountThis information is presented at the top of every ticket listing page on our website, as well as during checkout.Mr [redacted] 's valid, authentic tickets were delivered to him moments after he submitted his order on 9/6, and the event took place on 9/We have reached out to Mr [redacted] in an effort to resolve this matter; however, the customer indicated at that time that he did not wish to discuss the matterVivid Seats has acted in full accordance with our 100% Buyer Guarantee, and we hope that Mr [redacted] will choose Vivid Seats for his future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this order, we encourage him to reach out to a member of our customer service teamAt 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, Ms [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 eventsMs [redacted] placed this order with us on 5/10/for two tickets to the Desert TripThough Ms [redacted] was presented with her order details and agreed to our sales terms, we later received a dispute from Ms [redacted] ’s credit card company regarding this transaction on 5/31/Though the dispute initially ruled in our favor, we later received a Pre-ArbitrationDue to the nature of this standing, Vivid Seats had not received further information regarding the results of the disputeAs such, we encouraged Ms [redacted] to contact her bank regarding this matter when she contacted us on 10/14/We have since reached out to our payment partner who has informed Vivid Seats that, though we have not received further information from Ms [redacted] ’s financial institution, this dispute was ultimately ruled in our favorDue to the timing of the dispute Ms [redacted] filed overlapping with the event with which she purchased tickets for, we are able to offer partial compensationAt this time, we consider this matter closed and suggest Ms [redacted] contact our customer service with any additional concerns she may have regarding her orderRegards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms***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 processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the quantity of tickets selected, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Ms [redacted] selected the two tickets she was interested in for the Ringling Bros B&B, she continued to the Login page which displayed a detailed order summary on the right sideAfter the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the price for the two tickets, delivery and service fees, and the total charge of $highlighted in bold, red textAt this point, Ms [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).” Because 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 industryAs Ms [redacted] placed her order for two tickets, agreeing to our “all sales are final” policy, and received her two valid tickets immediately, we consider this matter closedWe encourage Ms [redacted] to contact our customer service department with any additional concerns she may haveRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:A Customer service agent and myself came to a mutual agreementPlease disregard this complaint as I will delete it Sincerely, [redacted]
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 eventsVivid Seats facilitates thousands of successful transactions each day with satisfied customers; however, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter investigating this matter, we have determined that this order was one such caseAs such, in accordance with our 100% Buyer Guarantee, a resolution was provided to our customer on 9/20/via email; at this time we consider this matter resolvedIf our customer has any additional questions regarding this matter, we encourage them to contact our customer service department to provide further assistance.Regards,Vivid Seats
Ms [redacted] indicates that she purchased tickets through the Vivid Seats website at a price above the amount originally displayed on the tickets, which is known as the face valueHowever, Vivid Seats is a secondary marketplace and is not directly affiliated with any artist or venue and does not sell tickets as a primary box officeRather, we act as an intermediary between fans and ticket-holdersThis means that the prices of tickets listed on our site are set independently by sellers, not Vivid Seats, based on those sellers' assessments of changing market factors such as customer demandThis price is not based on the face value, and may change at any time These facts are communicated in transparent language in our FAQ and Sales Terms (www.vividseats.com/terms.html): "VividSeats.com displays tickets from a vast network of ticket resellers who price their inventory according to their market value, not the original printed value, or 'face value.' For this reason, the price indicated on the ticket may often be lower than the price the tickets are offered for sale at VividSeats.comticket prices are determined by the ticket sellers and not VividSeats.com." In addition, a message reading "Prices set by sellers, may be over face value" is clearly displayed at the top of every ticket-selection screen Because our customers purchase tickets listed by individual sellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an "all sales are final" policy--a standard policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html)Meanwhile, our checkout page displays the following message directly above a box that customers must check to authorize the purchase: "To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in U.SDollarsAll sales are final." This notice is then followed by the order total, listed in bolded text Prior to receiving this complaint, we reached an amicable resolution with Ms***Following this resolution with Ms***, we successfully disputed the claim she made with her bankWe 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 regarding this or any other order, we welcome her to contact a member of our customer service team
Revdex.com:A full refund has been posted on my credit card account as agreed upon by Vivid seats RepI consider this matter resolved I have reviewed the response made by the business in reference to complaint ID 11702192, and find that this resolution is satisfactory to me Sincerely, Loic ***
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, Meaghan [redacted]
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 as a 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 seating choice, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an order, including section, row and priceWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side displaying the event, section and row in boldAfter 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 redThis 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.”We have been in contact with Mr [redacted] regarding this issue, but have been unable to reach an amicable resolutionPrior to Mr [redacted] filing this complaint, we successfully disputed his claim with his bank.While our management team is available to handle any additional concerns that Mr [redacted] may have, we consider this matter closed.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 reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live events.Our customer placed an order for Section: Row: A and prior to placing their order, agreed to our sales terms and conditionsThe seller later notified us that these tickets were no longer availableIn the rare occurrence that tickets are no longer available per our sales terms, “All orders are subject to ticket availabilityVivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets orderedIf those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion.” Once the seller informed us that the tickets were no longer available, we immediately reached out to our customerWe spoke with our customer on this matter on 5/16/and offered replacements in Section: R: QQ, an entire section closer, as well as the option to cancel her order entirelyOur customer requested time to evaluate this offer and call us backWhen we were later contacted by our customer, they accepted the replacement tickets and the new order was processedRoughly two hours later our customer reached out to us again requesting to cancelAt this time, our agent clarified that as they had elected to select the replacements and not cancel, we were no longer able to cancel the order as the seller had procured these ticketsThe valid tickets in the lower level were delivered on 5/19/prior to our customer’s event which has since passed.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.Prior to receiving this claim we have thoroughly discussed this matter with our customerAdditionally, Vivid Seats offered a courtesy resolution in the interest of customer serviceHowever, our customer declined this offerThe valid tickets our customer accepted were delivered prior to their event, which has since passedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service departmentAt this time, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matterVivid Seats has been in contact with Ms**, and both parties have found an amicable resolutionAs 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 encourage her to contact a member of our customer service teamRegards, Vivid Seats
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12601258, and find that this resolution is satisfactory to me Sincerely, William Michael [redacted]
Complaint: I am rejecting this response because:I have made over one hundred online orders in the last years I have never had a problem seeing the total charge If the total was presented prior to checkout, it was deceptively hidden.Maybe the Revdex.com could partially proccess and order to see the poor business practices that I am complaining about Sincerely, Kenneth ***
Vivid Seats appreciates 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 eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processWe have reached out to Mr [redacted] and have come to an amicable resolution, through no fault of our own, which we will explain below.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 holdersAll 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 demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt 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 SeatsBased 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 Guarantee.Mr [redacted] also stated that certain details of his order, including the prices being in U.SDollars were not disclosed in advanceThis is inaccurate: our checkout process provides multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left 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 breakdown that displays the individual ticket costs, individual delivery and service fees, and the total charge highlighted in redThere is also a message displayed above a box that customers must check to authorize the purchase that 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." These messages would have been clearly visible to Mr [redacted] before he submitted his information and finalized the order.As stated above Vivid Seats has reached out to Mr [redacted] , and both parties have found an amicable resolutionWe consider this matter resolved—and we hope that Mr [redacted] will consider Vivid Seats for his future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team
Thank you for reaching out to us in reference to the concerns of our valued 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 eventsOur customer placed their order on 3/12/at 2:PM EST prior to their event that was taking place at 3:PM EST that same dayThe order was immediately confirmed and their delivery instructions were delivered instantly at 2:PM EST regarding the Special Delivery Instructions for our customer to pick up their valid ticketsPrior to our customer contacting us in relation to their concerns, we received a dispute from our customer's credit card company regarding this transactionWe addressed this, and the dispute was ultimately ruled in our favorOnce the dispute was closed, we discussed this matter with our customer prior to receiving this claimOur management team has also attempted to contact our customer to assist with this matter though we have been unsuccessful in reaching themShould our customer like to discuss this matter, we welcome them to call our customer service department referencing their order numberAs it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for bringing this matter to our attentionVivid Seats appreciates the opportunity to address Ms [redacted] '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 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 holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid SeatsThis 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 SeatsBased 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 Guarantee Ms [redacted] claims that the service charge was not disclosed in advanceThis is inaccurate: our checkout process provides multiple opportunities to review the details of an order, including all service and delivery chargesWhen a customer selects tickets, they are led to a Login page that displays a detailed summary of the order 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 breakdown that displays the individual ticket costs, individual delivery and service fees, and the total charge highlighted in red Because customer satisfaction is important to us, Vivid Seats has reached out to Ms [redacted] , and both parties have found an amicable resolutionWe 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 regarding this or any other order, we welcome her to contact a member of our customer service team
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 processIn regards to Ms [redacted] 's statement about her tickets, it should be noted that 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 holdersAnd 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 GuaranteeThis 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 refundIn our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properlyHowever, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter investigating this matter, we have determined that Ms [redacted] ’s order was not one of these casesVivid Seats has been in contact with Ms [redacted] prior to, and after receiving this complaint, and have reached a resolution that suits both partiesWe hope that she considers Vivid Seats for her future ticketing needs and if Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service teamAs such, we consider this matter resolvedRegards,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.On 5/7/16, Mr [redacted] placed an order for tickets to Washington Nationals at [redacted] which was scheduled to take place on the same dayWhen [redacted] submitted this order, the selected delivery method was labeled as Special DeliveryMost of the tickets on our marketplace can be shipped via [redacted] or emailed to the purchaser long before the chosen event, but this designation means that the requested tickets must be picked up locally as outlined in the special delivery instructions email that was provided to Mr [redacted] This ticket pick up information was sent to [redacted] within minutes of his order being placed and we have a documented IP address that shows that Mr [redacted] accessed these instructionsWe also were in contact with Mr [redacted] during this time to assist with any difficulties but got disconnected and we were unable to get back in touch with himIn regards to our 100% Buyer Guarantee, Mr [redacted] ’s tickets were valid and available for him to pick up prior to the event at the designated location per the pickup instructions provided to himPer the agreterms at checkout, we successfully fulfilled the orderIn the interest of customer service, we were in contact with Mr [redacted] regarding this issue and offered a considered resolution which Mr [redacted] declinedOur management team is available to handle any additional concerns that Mr [redacted] may have; as it stands, we consider this matter closed.Regards, Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterWith regard to Mr [redacted] 's statement that the tickets he received are different than those he ordered, it must be noted that this is inaccurate All tickets for the event in question are General Admission tickets, meaning that there are no assigned rows or seats and all attendees are given equal opportunity to access all areas of the venueTo his point regarding the row number printed on the ticket, we would like to provide clarificationMany venues often print section and/or row numbers on their General Admission tickets for the purposes of organizing and tracking inventoryIn no way does this practice indicate a difference in seating locations, as the tickets are still for General Admission.With regard to Mr [redacted] 's statement that his tickets differed in price from their primary-market, or "face," value, it should be noted that this is a common occurrence in our industryVivid Seats operates on the secondary market, meaning that all tickets available for purchase on our site are owned and priced by individual ticket sellers, rather than by our companyThese prices are set at the discretion of the individual ticket sellers—not by Vivid Seats—based on their assessments of changing factors, such as customer demandBecause prices are not based on their original purchase price, they may be higher or lower than this original amountThis information is presented at the top of every ticket listing page on our website, as well as during checkout.Mr [redacted] 's valid, authentic tickets were delivered to him moments after he submitted his order on 9/6, and the event took place on 9/We have reached out to Mr [redacted] in an effort to resolve this matter; however, the customer indicated at that time that he did not wish to discuss the matterVivid Seats has acted in full accordance with our 100% Buyer Guarantee, and we hope that Mr [redacted] will choose Vivid Seats for his future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this order, we encourage him to reach out to a member of our customer service teamAt 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, Ms [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 eventsMs [redacted] placed this order with us on 5/10/for two tickets to the Desert TripThough Ms [redacted] was presented with her order details and agreed to our sales terms, we later received a dispute from Ms [redacted] ’s credit card company regarding this transaction on 5/31/Though the dispute initially ruled in our favor, we later received a Pre-ArbitrationDue to the nature of this standing, Vivid Seats had not received further information regarding the results of the disputeAs such, we encouraged Ms [redacted] to contact her bank regarding this matter when she contacted us on 10/14/We have since reached out to our payment partner who has informed Vivid Seats that, though we have not received further information from Ms [redacted] ’s financial institution, this dispute was ultimately ruled in our favorDue to the timing of the dispute Ms [redacted] filed overlapping with the event with which she purchased tickets for, we are able to offer partial compensationAt this time, we consider this matter closed and suggest Ms [redacted] contact our customer service with any additional concerns she may have regarding her orderRegards, Vivid Seats
Complaint:
I am rejecting this response because:
Sincerely,
Jennifer ***