Vivid Seats LLC

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsOn 02/22/2016, Ms* *** purchased tickets to see *** on 03/8/This event was later postponed by the artist and/or venue for a later dateThey have since
indicated that they would no longer be able to attend, to which it should be noted that Ms* *** typically would not be able to receive a refund for a postponed event per the agrepolicies 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 rescheduled event in order to be responsive to the needs of our customersIt should be noted that in addition to this current claim, Ms* *** had also filed a dispute with their credit card company regarding this order, which we have already addressedOur records indicate that Ms* *** was refunded in full for this order through her bankFor any additional information in regards to dispute outcome we encourage Ms* *** to follow up with her bank. Regards,Vivid Seats

As stated in our previous response, Vivid Seats provided valid, accurate tickets to Ms*** in time for the event per our 100% Buyer GuaranteeMs*** was aware of the reissued tickets and did not take the correct tickets to the venueOnce we were made aware that she had not brought the correct tickets with her, we offered to try to help her as best of our abilitiesVivid Seats is not directly affiliated with any venue or box office, as we are located on the secondary marketThus we do not create, and cannot be held accountable for, changes to the tickets done by the venueWe consider this matter closedIf Ms*** wishes to discuss the matter further, we welcome her to contact a member of our management 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 events. Our customer first contacted us on 5/31/at which time our customer service representatives provided assistanceWe later received a dispute from our customer's financial institution regarding this transactionWe addressed this, and the dispute was ultimately ruled in our favorOur sales policy clearly states, "In the event that you dispute a charge and it is determined that the charge was valid and not the result of credit card or other payment fraud, Vivid Seats has the right to seek payment, including all associated fees, by whatever means necessary, including using collection agencies and legal proceedingsVivid Seats may also mitigate its damages by relisting and selling the tickets that are the subject of the underlying payment dispute."As the event date coincided with the dispute our customer filed, which is a direct violation of the terms, our customer received a partial refund in accordance with our sales termsFurther details were clarified for our customer in an email that was delivered on 6/30/As such, we have fully adhered to our sales terms and conditions and consider this matter closedShould our customer have any additional concerns regarding the dispute process or outcome, we encourage our customer to contact the institution with which the dispute was filed.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 your responseAlthough Ms*** continues to press forward with this matter, Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for her order were shown--was sufficient opportunity for Ms*** to review this informationInformation pertaining to the secondary market and that prices may be above face value is readily available throughout our siteAs Ms*** was notified on the nature surrounding her purchase and her valid tickets are scheduled to be delivered prior to her event in August, we have fully adhered to our sales terms and conditions which were agreed uponNoted in our initial response, we offered Ms*** a courtesy resolution in the interest of customer service though this was declinedAs such, we consider this matter closed and encourage Ms*** to contact us with any further concerns she may have regarding her order.Regards,Vivid Seats

Thank you for contacting us regarding the concerns of our valued customerWe appreciate the chance 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 are committed to providing the best possible customer service. Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer serviceWe are pleased to have reached an amicable resolution; at this time, we consider this matter resolvedIf our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats

Thank you for reaching out to usAs stated, we offered Ms*** the replacements and required her acceptance in order to provide these to her for the eventAs we have exhausted our explanation of this policy and provided the accepted tickets to Ms***, we consider this matter closed

while I did receive tickets to the event albeit delivered late they were not the tickets I originally purchased I purchased tickets in row v and received row t while you would think that would be and upgrade those seats were horrible in comparison to row v our view of the ice was blocked by netting that would not have happened in row v U did deliver a ticket but not what I purchased
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It's the same argument they have used all along. The fact is that this particular venue would not accept the tickets as they were presented by vivid seats. It's as simple as that. Regardless of what vivid seats keeps saying, they would not accept them, period. The company, on the Revdex.com website, has had so many complaints similar to this, that I don't understand how they are able to still get away with it. I would hope that something could be done to prevent this in the future. I believe the Revdex.com has given them am A rating even with all the complaints. ( I don't remember the exact number, but there were several hundred complaints to only a few positive remarks). Please do whatever you can to get the word out that this is a company with very poor customer service and an arrogant attitude towards their customers. If I ran my dental practice this way, I would have been out of business a long time ago.
Sincerely,
*** ***

Complaint:
I am rejecting this response because:I was not shown the cost of fees and delivery charges prior to payment confirmation The Revdex.com needs to place a trial order to verity and then the complaint needs to be forwarded to the Kansas Attorney General and the Kansas Consumer Protection Agency
Sincerely,
Kenneth ***

Thank you for reaching out to us regarding Ms***'s concernsWe want to note that we have been in communication with her regarding this order and are happy to report we have reached a mutual resolution.In regards to Ms***'s statement about the tickets being lost, we want to note that we
process thousands of successful orders using *** every dayWe spoke with Ms*** while *** attempted to deliver the package to her multiple times, though she was unavailable for the package on each accountWe worked with our seller to find an alternative for Ms*** to be able to attend the games she wished to see and provided those tickets to her. We should note that we were in constant communication with her regarding this matter and are happy we could come to a resolutionIf she has any additional questions, we encourage her to contact usAs it currently stands, we consider this matter resolved Regards,Vivid Seats

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11725896, and find that this resolution is satisfactory to me
Sincerely,
Christine ***

Complaint: ***
I am rejecting this response because: I only have one email other then my work email which I never use for personal thingsWhy can't Vivid Seats tell me what the email was that I gave them that supposedly doesn't match this one? Since I have asked now twice for them to supply that bit of information and they haven't it leads me to believe that they are lying to meIt's pretty simple, prove to me that I gave a different email and that the tickets were sent and I will accept thatUntil then I don't believe them, and think they are scamming me
Sincerely,
Jamie ***

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 event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe terms which our customer agreed to at the time of purchase clearly state, “Event date, times, venue and subject matter may changeWe are not always notified if a show is postponed, rescheduled or canceledIt is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event… Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” The terms further state, “If an event is canceled, you will be given a full refundIf an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund.”Our customer placed their order on 6/23/at 12:PM CST and received their valid tickets 12:PM CSTThe event was later rescheduled by the artist and venue, not Vivid SeatsWe previously discussed this matter with our customer via email and telephoneAt this time, we also offered a one-time courtesy resolution in the interest of customer serviceOur customer accepted this as a positive resolution on 7/17/though they have since filed this claimThe tickets our customer received on 6/23/remained valid for the rescheduled event which took place on 8/15/As we provided valid tickets, have fully adhered to our sales terms, and provided our customer with an amicable resolution, we consider this matter closed.Regards,Vivid Seats

Thank you for your response in reference to Ms***'s concernsMs***'s valid, authentic tickets were delivered well in advance of the event, and the event has since passed. Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Ms***'s order were shown--was sufficient opportunity for Ms*** to review this informationAfter being shown this information, Ms*** proceeded to enter her payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and submitted her order.Although Ms*** is not due to receive a refund per the Sales Terms and Conditions to which she agreed prior to checkout, we provided a courtesy partial refund on 01/29/16 when Ms*** initially contacted our customer service team and expressed her dissatisfaction with her purchaseThis amount was offered outside of our Sales Terms and Conditions, and was in the interest of customer serviceMs*** confirmed at that time that the resolution was acceptable to her, and mentioned this in her previous response to this complaint as well. Although she has since decided to proceed with this matter, Vivid Seats has sufficiently addressed Ms***'s concerns in detail and we consider this matter resolvedIf Ms*** has any further questions or concerns regarding this order, we encourage her to contact our customer service team.Regards,Vivid Seats

*** *** has claimed that this was an unauthorized charge, something we take very seriouslyWe have a department that handles these claims and there was no indication this was an unauthorized chargeHowever, because customer satisfaction is important to us, we have reached out to *** ***, and both parties have found an amicable resolutionWe consider this matter resolved--and we hope that *** *** will consider Vivid Seats for her future event ticket needsIf *** *** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team

We appreciate the opportunity to address *** *** concerns. We attempted to contact *** *** multiple times to discuss his concerns but were unable to reach him.Vivid Seats is not directly affiliated with any artist, venue, including T*** 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. The tickets received by our customers are guaranteed to be valid or the customer will receive a refund per our 100% Buyer GuaranteeThere is no indication that *** *** tickets were not valid and we have no indication that *** *** did not use said tickets as he has not contacted us. If *** *** has any additional questions regarding his order, we encourage him to contact us

Mr*** did not place his order with Vivid SeatsWe are not affiliated with TicketsNowWe recommend that Mr*** contact the company he purchased from

Complaint: ***
I am rejecting this response because: once again, they have never got in touch with meThis is outrageous
Sincerely,
*** **

Thank you for providing this responseAs we stated in our initial response, disclosed in the Seller Terms and Conditions, sellers are required to confirm or reject the order immediatelyFurthermore, listed under the violations of these terms includes a sellers failure to timely confirm an orderAs such, Vivid Seats may cancel an order at any time prior to receipt of a Seller's confirmationIf the seller has additional questions, or would like to review this information, we welcome them to review the Seller Terms and Conditions which can be found at the following link: https://www.vividseats.com/sellerterms.htmlAs we have fully adhered to these terms and addressed the seller's concerns, we consider this matter closed.Regards,Vivid Seats