Vivid Seats LLC

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 events. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dateRather, the delivery date is controlled by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. Prior to receiving this complaint Ms***’s tickets were transferred to the email on file on 11/prior to the event which has since passedWe attempted to contact Ms*** several times on 11/and 11/to relay this information yet we were unsuccessful in reaching herAt this time, we consider this matter closed. If Ms*** has any additional concerns regarding her order, we encourage her to contact our customer service. Regards, Vivid Seats

Thank you for your responseWe have been in contact with Ms*** regarding this issue. In regards to the support documents Ms*** mentions, it should be noted that we provided an example of our checkout screen for her review, which means it was not her specific eventDue to the transparency of our checkout process, we maintain that Ms*** was not misled regarding the nature of their ticketsWe have since been in touch with Ms*** and reached an amicable resolutionIf Ms*** has any additional concerns they would like to discuss, they are welcome to reach out to our customer service departmentAs it stands, we consider this matter closed. Regards,Vivid Seats

Thank you for getting back to us regarding this issueListing tickets on Vivid Seats website is freeResellers list and sell tickets on Vivid Seats at whatever price they see fit and once the tickets are sold; a 10% seller fee is deducted from the total sale priceAny one listing on our site is made aware of this and by listing on our site agrees to these termsIf Mr*** has any additional concerns he would like to discuss, he is welcome to reach out to our customer service departmentAs it stands, we consider this matter closed. Regards,Vivid Seats

Thank you for contacting us regarding this matterWe would like to take the time 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 events. As Ms*** stated, on 7/she purchased tickets to see *** *** on 9/On September 7th, this event was cancelled and we contacted Ms*** to inform her of this cancellationAs backed by our 100% Buyer Guarantee she was provided a full refund for her orderThe refund to Ms*** was processed on 9/We discussed this matter thoroughly with Ms*** and her bank representative on 9/In addition, we provided the proof of refund. We have attempted to reach out to her to discuss this matter further but have been unsuccessful in reaching Ms***Since the refund was issued into Ms*** account on 9/and was not returned to us, this matter is outside our purview and we encourage her to work with her financial institution. Regards, Vivid Seats

Vivid Seats has reached out to *** ***, and both parties have found an amicable resolutionWe consider this matter resolvedIf *** *** has any further questions or concerns, we welcome her to contact a member of our customer service team

Complaint: ***
I am rejecting this response because: I am tired of the lies about not speaking to meI answered my phone and was then hung up on after I confirmed my nameI am requesting Revdex.com to look further into the matter since I am the only person to not receive my refundI am not the only person having issues with vivid as it is practicing poor business ethicsSo much for 100% Guaruntee, when you fall back on "all sales are final"I'm wondering who is getting the refund then? Sounds like double dipping and fraud
Sincerely,
*** ***

We'd like to take the time to discuss the matter regarding Ms*** orderWe should note that we have attempted to contact Ms*** on multiple occasions and have yet to successfully speak with her directlyVivid 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 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 tickets, delivery and service fees, and the total charge highlighted in redAt this point, Ms* *** address would have also been displayed before she finalized the purchase, giving her the opportunity to correct the mistake with her shipping address
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 processAnd, because 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
This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: "To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final." These messages would have been clearly visible to Ms*** during the purchase processIf the matter would have been brought to our attention shortly after the order was placed or before the tickets shipped, we would have been able to correct the address for Ms***As we did deliver the tickets to the address provided by the customer, we are unable to replace or refund the order as that would be outside our terms and conditionsAgain, we'd like to state that we have attempted to reach out to the customer, but have not been able to speak with Ms*** directlyIf Ms*** would like to discuss the matter further, we welcome her to contact a member of our management team

Thank you for reaching out to us in regards to the concerns of our valued customer Ms***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 are committed to providing the best possible customer service.Ms*** has indicated that she had difficulties printing her tickets that were provided to her, to which we would like to provide clarificationMs*** placed her order for Carolina Hurricanes at Philadelphia Flyers on 3/21/and elected to receive her tickets via email deliveryHer electronic instant download tickets were emailed to her immediately after her order was confirmedOur records indicate, however, that Ms*** downloaded her tickets on 4/9/2017, the day her event took placeIt should be noted that Ms*** did not contact us until two days after her event occurredMs*** was provided valid, printable tickets with matching event and seat information, as well as authentic barcodes that ensured entry to her eventAs such, we consider this matter closedWe encouraged Ms*** to contact a member of our customer service department via telephone if she has any additional concerns so that they may be addressed.Regards,Vivid Seats

Complaint:
I am rejecting this response because:No use repeating myself as Vivid Seats is clearly not understanding my complaint.As said before and now again, the agent extended my listing to 11:00am, day of show, but at 3:00am the listing was deleted from the site and wasn't available to even relist as before, it simply disappeared completely, even though, as you confirm, it was extended till 11:00am.I had to make a brand new listing, AT 3:00AM!!!! If I wasn't awake to do so, and check the listing, which I was constantly as I was worried I wouldn't sell it in time,
I would not have know of that fact
Sincerely,
Gregory ***

Thank you for reaching out to us regarding this issueWe have attempted to contact *** *** to resolve his concerns but have been unable to reach himWe provided payment to *** ***'s account on 12/1/ We encourage him to reach out to PayPal regarding this payment so that he may
accept this into his account and receive the funds he is requestingAdditionally, we welcome him to contact us regarding any other concerns he may have

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,
*** ***

Complaint:
I am rejecting this response because: Vivid Seats states that the seats would be in the same section and comparable to the ones purchasedAs they noted they are a large re-seller of tickets and I would expect them to know the individual venue's seating configurationThey are under the notion that if a row has a lesser assigned value, that it's a better or comparable seat, i.erow is better or comparable to row This is just not the case as in my purchase, since many concerts, mine being Shakira, have center stages that run down the middle of the venue/aisleSeats closest to the center whether row or row are far better seating than seats towards the outer edgesIf you are in row yet seats from the center you are actually in row while she performs in the center isleFurthermore, aisle seats to the outer edge view the concert from the corner of the stage even when the performer is on the center stageI believe it's the responsibility and expect Vivid Seats to know the seat numbers of the tickets they are selling and where they are located for each venue/concert to make a determination if those particular seats are comparableIn my situation they are not. With regards to speaking with their customer serviceI called three times, spoke with three different individuals and each time asked for the managerEach one of the customer service reps told me he or she WAS the managerI then asked for the previous person I spoke with and was refused to be connected to that personIt's was a basic shell game and no accountabilityLastly, I was solicited to re-list the tickets with Vivid and a 10% costsThey had no intention of satisfying my concerns and only were interested in making more money
Sincerely,
Jeffrey ***

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,
*** ***

From: Steve *** [mailto:[email protected]] Sent: Monday, January 25, 11:AM To: Nate *** Cc: Kyle *** ; Jacquelyn *** Subject: Complaint # Hello
Nate, I wanted to reach out to you regarding complaint #After looking into this complaint we were unable to find an order for Ms*** We were able to get a hold of her and she confirmed that she made a mistake and did not purchase from usShe stated they were actually purchased from *** *** and that she would notify you of the mistakeIt does not look like you have been notified of the errorIs there anything you can do to close this complaint? Thank you!! Steve Porzelt Risk Management Specialist VIVIDSEATS extFax: [email protected] www.vividseats.com

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886812, and find that this resolution is satisfactory to me
Sincerely,
Linda ***

Initial Business Response /* (1000, 5, 2015/10/12) */
Thank you for bringing this matter to our attentionWe have spoken to Mr*** to speak about his concernsMr***'s passes for the event have been delivered on time, and delivered to the address Mr*** provided usVivid
Seats considers this matter resolved, but we encourage Mr*** to contact us if he has any additional questions or concerns regarding the order

Thank you for your response regarding this matterThough Mr*** continues to press forward with this matter, Vivid seats maintains that as Mr*** tickets will be valid for the rescheduled dateAs the tickets he received immediately after placing his order are still valid for the new event date, he is not due for a refund and we are unable to cancel his orderAs we have fully addressed Mr*** concerns, we consider this matter closed.Regards,Vivid Seats

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,
Lisa ***

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.After receiving notification that the *** package would not be delivered prior to the event, we immediately contacted the seller to look into a reissueThese are requests as reissues are often dependent upon the primary market with which we have no affiliationThe seller later notified us that they would not be able to comply with this requestThis is a very rare occurrence though when it does occur, our terms state that our customers are provided the option to cancel or replace their orderAs such, we looked into replacement tickets which our customer accepted on 10/8/at roughly 1:PM CSTThese tickets were transferred to our customer on at 1:PM CST prior to their event later that evening at 3:PM CST. Prior to receiving this claim we have thoroughly discussed this matter with our customerAs replacement tickets were accepted and delivered prior to the 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