Vivid Seats LLC

Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Ms***, and while we maintain we are not at fault, both parties have found an amicable resolutionWe did want to take the time to address Ms***'s concerns. 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.These policies are described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, our sales agent requires that the customer verbally agrees to the Vivid Seats sales terms and conditions and is aware that you may be paying above face value for your tickets.As previously stated Vivid Seats has been in contact with Ms***, and both parties have found an amicable resolutionAs such, we consider this matter resolved and if Ms*** has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats

Thank you for your response regarding this matterAs we previously stated, prior to receiving this claim we attempted to contact Ms*** to provide a courtesy resolution yet were unsuccessful in contacting herNevertheless, we have issued this resolution on 4/19/and clarified this to Ms*** via emailAs such, we consider this matter resolved and encourage Ms*** to contact us if she has any further concerns. Regards,Vivid Seats

Initial Business Response /* (1000, 5, 2015/04/22) */
We are sorry to learn of Mr*** dissatisfaction, but appreciate this opportunity to address his concernsSince the date of his complaint, it does appear that Mr*** has since been sent tickets for his event, and his event has since
passedAs the customer experience is important to us, we have decided to refund any remaining charges pertaining to his orderThe refund should appear on Mr*** credit card in 7-business days after 4/22/We trust that these actions will help in resolving Mr*** order complicationsIf Mr*** has any further questions or concerns about his order, we welcome him to reach out to a member of our management team

Complaint:
I am rejecting this response because:I am asking to get a full REFUND!
Sincerely,
Suzy ***

Thank you for getting back to us regarding this matterVivid Seats maintains that we cannot be held responsible for tickets that obtain damage once delivered to a customer as stated in our Sales Terms and Conditions. However, in the interest customer service, we reached out to Mr*** and have reached a resolution that is amicable for both partiesIf Mr*** has any additional concerns he would like to discuss we encourage him to reach out to our customer service departmentAt this time, we consider this matter resolved. Regards, Vivid Seats

Vivid Seats appreciates the opportunity to address Ms*** 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 spoke to Ms*** and have reached a mutual resolution, through no fault of our own, which we will explain below
We confirm that Ms*** received paperless tickets as that is what her listing notes indicatedThese were the type of tickets that had been issued by the venueThe term "paperless tickets" means that no physical tickets are issued; instead, the purchaser must present the credit card that was originally used to purchase the ticketsThe seller of the tickets explained he would ship the prepaid credit card used in the original purchase to Ms***, and she would need to present that credit card on the night of the event
Ms*** expresses concern that her tickets' credit card displays a different name than the one provided for the return of the cardHowever, this is a common occurrence, and is not cause for alarmBecause listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name of the original purchaserAll tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their ticketsThis explanation is also on our FAQ page (http://www.vividseats.com/faq.html) titled "What are Paperless tickets?"
The ticketing method and admission process were provided to Ms*** before her purchase was completedAdditionally, Ms*** was provided a detailed email outlining this admission processMs*** never indicated any confusion or concern about these instructions to VividSeats, and as her tickets were successfully delivered before the event, we are unable to issue a full refundHowever, as stated above we have reached an amicable resolution with Ms***We consider this matter resolved--and we hope that Ms*** will consider Vivid Seats for her future event ticket needsIf Ms*** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team

Complaint: ***
I am rejecting this response because: the fees were not clearly displayed prior to placing my order The first and only time I saw the $charge when I received a confirmation email I want my money back Or you can buy the tickets back from me and you can resell them.Do the right thing
Sincerely,
*** ***

Complaint:
I am rejecting this response because: the price was not clearly stated on the websiteI would have never agreed to such a ridiculously high price for a local theaterThe tickets are not worth the price I was chargedIf I was aware of the price I would have never agreed to buy themI tried to return the tickets two months before the showSince there was either a problem with the website or the price was not clearly listed, the company should have refunded my money.
Sincerely,
Kelly ***

As stated in our previous response, we were able to discuss this matter with Ms*** and reached a resolution that both parties agreed toAs a result, we consider this matter closed but encourage Ms*** to contact us with any further questions or concerns regarding this or any other order

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 events. When Mr*** *** selected the listing he was interested in for Dropkick Murphys on 3/17/2017, he selected a listing that was specified as Email DeliveryOnce selected, he continued to the Login page which displayed a detailed order summary on the right sideAfter Mr*** *** created an account, he navigated to the Shipping & Delivery portion of the checkout processHere Mr*** *** was notified his tickets would be Email Delivery, below this a blue link stating, “When will my e-tickets be delivered?” was displayedOnce selected, Mr*** *** was notified that “availability date is entirely dependent on when the ticket sellers have the tickets ‘in hand’ and can upload the files to our servers.” Mr*** *** then proceeded 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 highlighted in bold textBelow this order summary, Mr*** *** was notified that his estimated In-Hand Date was 3/17/2017. Due to the nature of our business, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dateRather, the estimated In-Hand Date is set by individual sellers of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliationThough tickets are typically available prior to this date, it is a common occurrence for venues to have a hold on the tickets until a day before, or event the day of, the eventTherefore, accelerating the delivery of the tickets is outside of our purview. As Mr*** *** stated, prior to receiving this claim we discussed this matter with himWe offered a number of alternative suggestions to assist Mr*** *** in printing the tickets while taking into consideration his travel arrangementsHowever, as a hold may be prearranged by the venue or artist, with which we have no affiliation, we are unable to push the expected delivery date forwardWe have thoroughly discussed this matter with Mr*** *** and, at this time, we consider this matter closedWe encourage Mr*** *** to contact our customer service should he have any additional concerns. Regards,Vivid Seats

Complaint:
I am rejecting this response because: I printed off my tickets I did not have them on any device of any kind, I will take this to small claims court if I need to
Sincerely,
Joseph ***

The partial refund has been processed and was posted on 09/18/We encourage *** *** to reach out to his financial institution if he does not see thisHowever , we are not able to fulfill *** *** desired resolutionThe partial refund was a courtesy for consumer satisfaction through no fault of our own.As stated in our previous response, Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellersThis means that tickets purchased on our site are subject to change and Vivid Seats is not made aware of such arrangements ahead of timeIt also means we are unable to guarantee the type of ticket you will receiveIt also means we are unable to guarantee the type of ticket you will receive, only the type of deliveryFor this reason, we only guarantee the validity of tickets rather than the format they will come in.The order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html)These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets describedVivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer availableDefinitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats."" This policy is reiterated in our 100% Buyer Guarantee and FAQ page.We consider this matter resolvedIf *** *** has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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 events. As a secondary marketplace, Vivid Seats is not affiliated with the 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, the tickets are listed by the individual sellerSellers reference the information provided on the ticket in their listing including all necessary notationsAs the tickets our customer received on 9/8/2017, immediately after the order was placed, did not disclose the tickets as obstructed view, the seller did not include a notation stating such as the venue does not consider the view to be obstructed.Nevertheless, prior to receiving this claim we discussed this matter with our customer and reached an amicable resolution for both partiesAs such, we consider this matter resolved and welcome our customer to contact us with any additional questions pertaining to their order.Regards,Vivid Seats

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11733466, and find that this resolution is satisfactory to me
Sincerely,
Auliya ***

Thank you for your responseVivid Seats maintains that our customer was sufficiently notified of all pricing details at checkout. In an effort to request further information from our customer regarding this claim, we reached out to them via phone on 10/24/2017, but we were not able to get ahold of them at that timeAs an attempt was made to discuss this matter further with our customer via phone, we presently consider this matter closedWe encourage our customer to reach out to us if they still wish to provide further documentation for us to review. Regards,Vivid Seats

Complaint: ***
I am rejecting this response because:IT IS A BLATANT LIE...every single worker I spoke to EXCEPT the last one told me the tickets would DOWNLOAD automatically to my emailNot one worker before that told me to download MLB and ATLANTA BRAVES which is exactly what I had to do to get the tickets.Your staff is highly incompetentThis is not acceptable to me
Sincerely,
*** ***

Thank you for reaching out to us regarding this issueVivid Seats has been in contact with *** ***, and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that *** *** will consider Vivid Seats for their future event ticket needsIf *** ***
has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team Regards, Vivid Seats

Thank you for reaching out to us regarding this matterVivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolvedIf Ms*** has any further questions or concerns regarding this order, we encourage him to
contact a member of our customer service team. Regards, Vivid Seats

Thank you for contacting us regarding this matterWith the information provided, we are unable to locate Ms*** orderWe encourage her to review her credit card statement and identify which entity charged her for this orderWe also would encourage Ms*** to contact us directly, via
email if she perfers, so we may assist her with this matter. Regards, Vivid Seats