Vivid Seats LLC

Thank you for reaching out to us regarding the concerns of our valued customer, Ms. ***On 11/11/15, Ms*** purchased tickets to see *** *** on 03/03/This event was later postponed by the artist for a later dateMs*** reached out to us about this date change and
indicated that she would no longer be able to attendIt should be noted that Ms*** typically would not be able to receive a refund for a postponed event, per the policy agreed to at checkout.This policy is in place with the goal of ensuring that the customer can attend the event they originally selectedIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customersIn the interest of customer service, we resolved this matter with Ms*** and hope she 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. Regards,Vivid Seats

Thank you for your response regarding this matterAt Vivid Seats, we value our customers and sellers, and would like to take this opportunity to address Mr***'s concernsAs Mr*** has noted, he listed and sold tickets through our websiteHowever, Mr*** did not act in accordance with the Seller Terms and Conditions to which he agreed, resulting in the cancellation of his saleAs stated in the terms, as well as throughout the listing process, certain methods of delivery are acceptable while other methods are notAdditionally, in order to provide a seamless experience for our customers, we do not allow sellers to change the delivery method for tickets after a customer has ordered them. When Mr*** listed his tickets, the delivery method he selected was "Email Delivery." Mr*** then proceeded through the listing process, agreeing to the Seller Terms which state the following: "You must designate a delivery date and method, which may include instant download, email, or shipping (***)." However, after a customer agreed to purchase the tickets, Mr*** contacted us to inform us that the tickets were set to be delivered via Flash Seats rather than emailAt that time, our agent explained that the sale would have to be cancelled, as Flash Seats is not an acceptable method by which individual sellers may deliver ticketsThe customer purchased tickets that were to be delivered by email, rather than by Flash Seats, so it was necessary to replace Mr***'s tickets with tickets that were in keeping with the customer's chosen delivery methodThis replacement process resulted in a charge, which was assessed to Mr*** per the agreterms.Mr*** was made aware of this process prior to listing his tickets, and we further discussed this matter with him in detail afterwardsAs stated in the Seller Terms to which he agreed, "If an order is confirmed and cannot be delivered by the original method specified or if no method was specified, Seller must provide an alternate delivery method that ensures timely delivery and is acceptable to Vivid Seats and the buyerIf an agreement to the alternate method cannot be reached with the buyer, Vivid Seats may cancel the order and charge Seller with all associated costs incurred to resolve the issue to the buyer's satisfactionSuch failure to deliver tickets per the originally designated delivery method may be a violation of these Terms and Conditions and may subject the Seller to the penalties described below." As noted above, Flash Seats is not an acceptable method of deliveryTherefore, Mr*** was charged a small fee for the cost of the replacement tickets.Vivid Seats has acted in full accordance with the Seller Terms and Conditions to which Mr*** agreed prior to listing his tickets for saleIt should also be noted that in addition to this current claim, Mr*** has filed a dispute with his financial institution regarding this transactionIf Mr*** has any further questions regarding this dispute, we encourage him to reach out to his financial institutionAt this time, we consider this matter closed.Regards,Vivid Seats

Complaint: ***
I am rejecting this response because VividSeats.com is not agreeing to make the order fees and total price more transparent. I have no doubt Vivid Seats execute thousands of transactions a day, however the fact that a transaction goes through does not mean the customer understood the fees assessed Perusing through some other complaints on Revdex.com it is clear many users are not aware of the fees until after the transaction is completed, at which time Vivid Seats relies on their “nothing is refundable” policy to ignore any complaints and claim success. I continue to stand by my previously stated required resolution, which is to make the fees assessed part of the main reading pane before the order is completed to ensure transparency.Respectfully,
*** ***

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,
Kari ***

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 Mr*** 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 getting back to us regarding this issueAlthough Ms*** continues to press forward with this matter, we are not able to offer refunds once a sale has been completedThis is due to the nature of our business as a secondary ticket marketplaceTherefore, we must enforce the “all sales are final” policy that Ms*** was fully informed of and agreed to prior to purchasePer the agreSales Terms and Conditions, we are only able to offer refunds in cases of event cancellationMs*** is fully backed by our 100% Buyer Guarantee to receive her valid, authentic tickets in time for the event. Although not required by our terms and conditions to do so, we did offer Ms*** a resolution as a courtesy, which she declinedAs previously mentioned, Ms*** has also filed a dispute with her credit card company regarding this order, rendering us unable to further assist with this matter while the dispute remains activeWe advise Ms*** to reach out to her bank in regards to the outcome of this disputeAt this time, 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,
*** ***

Thank you for reaching out to us regarding this matterVivid Seats has attempted to contact Ms*** so that both parties may find an amicable resolution though we have been unsuccessful in reaching herAt this time, we encourage Ms*** to contact us so that we may offer a positive resolution
to this matter. 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 eventsTo this end, we’re committed to providing the best possible customer service.On 03/08/16, Mr*** placed an order for tickets to Milwaukee Brewers at Chicago Cubs, which is scheduled to take place at 4/27/at 7:PMOn 3/24/our reseller informed us that the tickets had been shipped to the customerOn 4/9/Mr*** contacted us with concerns since he has not received his ticketsWe worked with our delivery provider to identify and resolve Mr***' concerns based on an error made by our provider. This is a rare occurrence and Vivid Seats has been in contact with Mr*** to provide a refund for the orderAs such, we consider this matter resolved, and hope that Mr*** will consider Vivid Seats for their future event ticket needsIf Mr*** 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 responseAt Vivid Seats, all calls are recorded or monitored to ensure quality care is being provided to customersAs such, we have reviewed Ms*** interaction with our customer service agents and can verify she was adequately assisted in accepting her ticketsMs*** initially contacted us on 3/29/via our Live Chat applicationAt this time our agent clarified that her tickets would be available to be displayed on a smartphone, not printed, via electronic transferMs*** then contacted us via telephone on 3/30/At this time, Ms*** had concerns regarding transferring the tickets to her husbandThis agent suggested her husband downloading the application and providing him with the login informationAn agent later called Ms*** on 3/31/to ensure she was able to view her ticketsWhen Ms*** explained that she was unable to view the QR codes, this agent suggested trying to view the tickets on the MLB applicationMs*** later contacted us on this day and spoke to another agent who was able to confirm the QR codes were now visible.We've addressed Ms*** concerns and provided valid tickets on 3/13/prior to her event, which has since passedAdditionally, we've reached out to Ms*** to further discuss this matter and have reached an amicable resolution for both partiesAs such, we consider this matter resolvedAny additional concerns Ms*** has can be directed to our customer service department.Regards,Vivid Seats

Thank you for your responseThough Mr*** continues to press forward with this matter, Vivid Seats maintains that the transparency of our purchase process fully allows all future and current customers to review our readily available terms and conditions prior to placing orders. Since Mr*** does not currently have an order with us, we are unable to call him as requested without having contact information on fileAs we have addressed all of Mr***'s concerns in full, we will no longer be using this platform for communication, and encourage him to reach out to our sales department if he would like to place an orderIf he has a promotional code he would like to use, we will gladly see if it is applicable to their selection of tickets.Regards,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 matter. 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 events. Regarding Ms***'s statement about the fees not being clear, we should note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, including 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 Ms*** selected the tickets she was interested in, she continued to the Login page which displayed a detailed order summary on the right sideAfter that Ms*** 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 number and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. 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 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 demandThe 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 Seats. 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). It should be noted that in addition to this current claim, Ms*** also filed a dispute with her credit card company regarding this orderWe have addressed this, and the dispute was ultimately ruled in our favor. We have been in contact with Ms*** regarding this matter, and have reached an amicable resolution for both partiesOur management team is available to handle any additional concerns that Ms*** may have; as it presently stands, we consider this matter closed. Regards, Vivid Seats

Thank you for reaching out to us regarding this issueVivid 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*** will consider Vivid Seats for their future event
ticket needsIf 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 providing this responseAlthough our customer continues to press forward, we previously clarified that the tickets were transferred to our customerSince our previous response, we have received a financial dispute from our customerIn the interest of customer service, we have accepted this disputeAs such, our customer will be refunded in fullIf they have any additional questions regarding the dispute process or outcome, we welcome them to contact the financial institute with which the dispute was filed. Regards,Vivid Seats

Complaint: ***
I am rejecting this response because:Vivid Seats is a complete fraud The tickets were returned to me but the event had already passed They gave me no opportunity to resell themI highly discourage other sellers from this website They do not work with you if a problem arises I would never use this company again.
Sincerely,
Tara Santos

Initial Business Response /* (1000, 5, 2015/10/26) */
Vivid Seats apologizes for the issues Mr*** has experiencedAs compensation for this circumstance, we have issued a full refund of Mr***' order in accordance with our 100% Buyer GuaranteeIf Mr*** has any further questions or
concerns, we welcome him to contact a member of our customer service team
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Receiving our money back as compensation is an insult, as you have effectively valued our time at nothingWe ended up missing most of the first half of the basketball game entirely because we purchased fraudulent tickets through Vivid SeatsWe were put on hold for a half hour hoping the customer service representative could resolve the issue, which she couldn't
The "100% Buyer Guarantee" highlights the fact that "Your tickets will be valid and authentic" and then goes onto bury the language "or your money back"This is deceptiveFurthermore, we saw others at the event who had purchased fraudulent tickets from Vivid Seats- clearly they are doing very little to guarantee the validity of seats

Thank you for reaching out to us regarding this issueVivid 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*** will consider Vivid Seats for their future event ticket needsIf Ms*** has
any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team. Regards,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 events.On 2/17/2017, Ms*** purchased tickets to see *** ***This event was later postponedThe terms and conditions clearly state, "If an event is postponed or rescheduled your order will not qualify for a refund." The following message was also presented to Ms***, “All sales are finalThere are no refunds, exchanges or cancellationsIf the event is postponed, tickets will be honored for the rescheduled date.” Ms*** contacted us on 4/1/at which time this information was clarified for herNevertheless, Vivid Seats has confirmed the event has been cancelled on 4/3/As such, Ms***’s order is currently being processed a full refund for the cancelled event and we consider this matter resolvedIf Ms*** has any additional concerns pertaining to this or any other order, we encourage her to contact our customer service team so that they may be addressed.Regards,Vivid Seats

Thank you for getting back to us regarding this issueAs previously stated, regarding Mr***'s concerns with the delivery of his tickets, we guarantee the tickets in time for the event. Additionally, Mr*** was aware of and agreed to the the delivery type of his ticketsSpecial delivery is explained, as well as other information relevant to Mr*** concerns, on our FAQ page (http://support.vividseats.com/support/home)In the interest of customer service we did offer Mr*** an additional resolution, to which he also declinedIf he changes his mind, our management team is available to handle the resolution offered as well as any additional concerns that Mr*** may have.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 concernsAs 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 demand.This information is readily available on our FAQ page (support.vividseats.com/support/home)As Mrs*** did not place an order with Vivid Seats we cannot assist her, we have addressed her concerns and consider this matter closed. Regards,Vivid Seats