Vivid Seats LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I received a refund for the amount paid for the tickets
Sincerely,
*** ***

Revdex.com:
Although there are some misstatements or spin to some of the comments in response to the complaint as one might expect. Their customer service on this second contact was very polite and has resolved the matter by refunding the extra ticket that was all I requested right after the purchase.
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 getting back to us regarding this issueWhile Ms*** continues to press forward with this issue, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policyAs previously stated, all order information, including the total price and the Sales Terms and Conditions, were present and agreed to by Ms*** during checkoutIf 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

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 matter though it should be noted that prior to receiving this claim, an amicable resolution was provided to our customerVivid 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 so we are confident in our process.Before receiving this claim we looked into this matter with the seller and attempted to call our customer to provide a resolutionHowever, we were unsuccessful in contacting themNevertheless, a resolution was provided on 10/27/prior to receiving this claim via email and a detailed voicemailIf our customer has additional questions we encourage them to contact us directly to discuss.Regards,Vivid Seats

Thank you for your response regarding Mr***'s concernsVivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Mr***'s order were shown--was sufficient opportunity for Mr*** to review this informationAfter being shown this information, Mr*** proceeded to enter his payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and submitted his order.Although Mr*** is not due to receive a refund per the Sales Terms and Conditions to which he agreed prior to checkout, we have reached out to Mr*** and provided two separate resolutions to this matter, both before and after receiving his initial complaintMr*** stated each time that each of these resolutions was satisfactory to him. Although he has since decided to proceed with this matter, Vivid Seats has sufficiently addressed Mr***'s concerns in detail and we consider this matter resolvedIf Mr*** has any further questions or concerns regarding this order, we encourage him to contact our customer service team.Regards,Vivid Seats

Thank you for following up with us regarding this matterAlthough Ms*** continues to press forward with this matter, we are unable to offer refunds after a sale has been completedThis is due to the nature of our business as a secondary marketplaceAs Ms*** has noted, the tickets were sent by the seller--and received by her--in perfect conditionTherefore, we are unable to hold the seller responsible for any damage that occurred afterwardsThese tickets were issued by the venue itself and no other issues have been reported to our company regarding any of the hundreds of other tickets for this event that were sold through our website.As noted in our previous response, the Sales Terms and Conditions to which Ms*** agreed prior to purchase state that we are unable to accept responsibility for tickets that are damaged after the customer's receipt"Lost, Stolen, or Damaged Tickets: Please keep your tickets in a safe placeVivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to youAs stated above, Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacementsPlease note that direct sunlight or heat can damage certain types of tickets."Although she is not due to receive any refund for this order per the agreterms, we have provided a resolution to this matter which Ms*** confirmed was amicable to her at the timeThis resolution was provided outside of what our terms allow for, and was done in the interest of customer serviceAs such, we consider this matter resolved, and encourage Ms*** will reach out to us with any further questions or concerns.Regards,Vivid Seats

Thank you for reaching out to us regarding this issueVivid Seats has been in contact with Mr***, and both parties have found an amicable resolutionAs such, we consider this matter resolved, and hope that Mr*** will consider Vivid Seats for their future event ticket needs
If Mr*** 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 your response regarding this matterThough Ms*** continues to press forward, Vivid Seats maintains that our customer's order was filled properlyThough Ms*** has indicated that our customer did not receive their delivery instructions until 11:35AM CST, it should be noted that this is inaccurateAs we have previously stated, our records verify that the delivery instructions were sent to our customer via email at 11:15AM CSTOur records also confirm the instructions were downloaded and viewed by our customer at 11:37AM CST. Although the pickup details were provided to our customer prior to the event start time, we provided a resolution stepping outside of the agreed to terms in the interest of customer service; as such, we consider this matter resolvedIf Ms*** or Mr*** have any additional concerns at this time, we encourage them to contact our customer service department.Regards, Vivid Seats

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 eventsVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our process.Mr*** has indicated that he did not receive the correct tickets; however, we would like to provide clarificationWhen Mr*** viewed tickets for Phantom of the Operal on the ticket listing page, he selected a listing which included the note, “we guarantee that your tickets will be within the listed zone or section listed or one comparable.” This notation was reiterated on the Login page and again on the Checkout page before Mr*** was prompted to enter any credit card informationAdditionally, before placing his order he 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 checkoutHere it also 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.” Our 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).”As Mr*** stated, he selected a listing specified as Section: Mezzanine Row: A-NThis listing was classified as Zone SeatingThe tickets Mr*** received are in Row: L, which is within the listed ZoneAs such, his order was filled correctly. In regards to Mr*** reference to his tickets being $85; he is likely referring to the face value of the ticketsAs a secondary marketplace, prices are set by sellers based on their assessments of a range of factors including customer demand and market valueThis means the price Mr*** agreed to pay, $per ticket, had no bearing on the face value of his ticketsThis fact is stated on the top of every ticket listing page stating, “NOTE: Prices set by sellers, may be over face-value.” As with any live market, prices tend to fluctuate in relation to the current market value.In reference to Mr*** concerns with the name printed on his ticket we would like to offer further explanationThe name on the ticket is simply information from the original purchaserThis information simply remains on the ticket well the ticket itself is completely transferableAs tickets on the secondary market are being listed for resale, this is a very common occurrence in the industry.Mr*** placed this order on 2/10/and received his valid ticket, within the listed zone, on 2/14/prior to his event on 6/17/We have discussed this matter with Mr*** when he contacted us on 2/14/As Mr*** order was fulfilled correctly, we consider this matter closed and encourage Mr*** to contact our customer service if he has any further concerns regarding his order.Regards,Vivid Seats

A 4th representative from Vivid Seats called me last week and offered me what I was willing to settle for the last time I spoke to someoneAnd at the end of this conversation, in which in disgust, I once again declined, the representative proceeded to make a long winded explanation over loud
military jets flying over headHe proceeded not to have the decency yet again to even repeat what he said

Complaint:
I am rejecting this response because: I did dispute this charge on my credit card but it is still pendingTill this is no longer pending and Vivid Seats gives me back the money they stole from me, I will not consider this resolved.
Sincerely,
Brandon ***

Thank you for your response regarding Mr***’s concernsVivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Mr***’s order were shown--was sufficient opportunity for Ms*** to review this informationAs we previously stated, since our site is user-driven all order information is based on what a customer selects or inputs during the checkout process and can only be adjusted by the customer. Mr*** stated that he was never shown the checkout page which presents the order total twice; this should be noted as inaccurateNo order can be placed without the customer having been presented this page. After being shown this information, Mr*** proceeded to enter his payment information, checked the box to accept our Sales Terms and Conditions agreeing that all sales are final, and then submitted his order. As we previously stated, Mr*** is not due to receive a refund per the Sales Terms and Conditions to which he agreed prior to checkoutAlthough he has proceeded with this matter, Vivid Seats has sufficiently addressed Mr***’s concerns in detailAs such, we consider this matter closedIf Mr*** has any further questions or concerns regarding this order, we encourage him to contact our customer service team. Regards, Vivid Seats

Thank you for reaching out to us regarding the concerns of our valued customer, Mr***. On 8/25/15, Mr*** purchased tickets to see *** *** on 01/23/This event was later postponed by the artist, pending selection of a new date. Mr*** reached out to
us about this date change and indicated that he would no longer be able to attendIt should be noted that Mr*** typically would not be able to receive a refund for a postponed event, per the policy agreed to at checkout which states that customers will receive a "full refund for events that are canceled and not rescheduled."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 take into consideration 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 have resolved this matter with Mr*** and hope that he will consider Vivid Seats for his future event ticket needsIf Mr***has any further questions or concerns regarding this or any other order, we welcome him 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 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 placed this order through a sales agent over the telephoneWhile discussing the listings available on our site for the *** *** ***, our customer stated that they would like to purchase a 2-day pass and specifically requested Section: Row: The matter of VIP access was never discussed with the sales agentWhen our customer initially contacted us regarding this matter, we offered to examine this claimAs all calls are recorded for quality and training purposed, we were able to confirm that our customer simply asked if Section: was Club Level seating though there was no indication regarding any VIP amenities being includedThe sales agent then notified our customer of the sales terms, including the “all sales are final” policy, to which our customer verbally agreedThe sales agent then proceeded to place the order on behalf of our customer.Although our customer has indicated that the customer service agents have not addressed their concerns, this should be noted as inaccuratePrior to receiving this claim multiple customer service agents thoroughly discussed this matter with our customer on 7/18/via telephoneOn 7/18/2017, a customer service manager offered our customer a one-time courtesy resolution in the interest of customer service, stepping outside of the agreed upon termsOur customer, however, did not accept this resolutionAdditionally, an email was received from our customer on 7/20/in the afternoon and was responded to the following morning at 8:AM CST.As our customer’s valid tickets were delivered to our customer on 7/18/2017, prior to their event on 7/28/2017, and all order details were sufficiently discussed with our customer, we consider this matter closedIf our customer has any additional concerns pertaining to their order, we welcome them to contact our customer service department so that we may effectively provide assistance. Regards,Vivid Seats

Revdex.com:
The company finally did work with me since I have contacted you They claim they have refunded my money on my charge card I am checking with my charge card company to make sure they have completed what they claimed
I have reviewed the response made by the business in reference to complaint ID 11089456, and find that this resolution is satisfactory to meThis company is very shady and I guarantee there will continue to be multiple complaints?
Sincerely,
Michelle ***

Complaint: ***
I am rejecting this response because:Just because your terms of service state something does not allow you to practice what could be construed as illegal activity.
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.Vivid Seats facilitated hundreds of successful transactions for this event with satisfied customers who reported no issue with attending their eventPrior to placing their order, our customer spoke with a sales agent and selected tickets to an event on 5/20/in Section: Floor D Row: CPrior to our sales agent placing this order on behalf of our customer, our customer was required to verbally agree to our sales terms and conditions as well as our “all sales are final” policyOnce this was established and agreed upon, our customer’s order was placed and their valid tickets in Section: Floor D Row: C were delivered. In terms of the seating arrangement being adjusted, our terms very clearly state, “In certain instances, a venue, promoter, or any entity putting on the event will require a ticket holder to relocate his or her seat or otherwise change the seating configuration in a manner beyond Vivid Seat's controlVivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” As Vivid Seats has no affiliation with the venue, adjustments to the seating location are outside of our purviewWe thoroughly discussed this matter with our customer prior to receiving this claim to address their concernsIn addition to this current claim, we received a dispute from our customer’s financial institutionWe addressed this, and the dispute was ultimately ruled in our favor on 6/30/If our customer has any additional concerns regarding the outcome of the dispute, we encourage them to contact the institution with which it was filed. Regards,Vivid Seats

Complaint: ***
I am rejecting this response because:they are lyingThey did not offer me anything to resolve this matter. Their practices are deceptive and that are just out right lyingI do not consider this matter resolvedI called them to try and get comparable seats to the ones I purchased and was told they would not do that for meI had no other choice but to accept the worse tickets they provided.
Sincerely,
Cosmina ***

Thank you for your responseAs stated previously, all details were provided to and reviewed by Mr*** in order to gain access to his ticketsOur 100% Buyer Guarantee is in place to guarantee valid tickets for the event, which were available to Mr*** on the day of the eventWe contacted Mr*** and offered him a resolution so that he may attend another event and he declined this offerOur customer service team is available to handle any additional questions he may have, and if he wishes to pursue the resolution we offered, that will be available to him when he contacts usAs it presently stands, we have fulfilled all our obligations as agrewhen Mr*** checked out and consider this matter closed. Regards, Vivid Seats