Vivid Seats LLC

Thank you for your replyWe maintain that our four-step checkout process sufficiently discloses all order details to customersAs we previously stated, our customer's order total was clarified in two locations prior to entering any payment informationSince our site is user-driven, no order can be placed without this information being disclosed and agreed upon by the customerOur customer was presented with, and agreed to, the order total at the time of purchase; as such, we consider this matter closedIf our customer would like to discuss their order further, 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 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 our customer placed their order on 9/25/2017, they initially contacted us on 10/9/regarding the delivery of their tickets for an event on 11/11/Although our customer has indicated no action was taken, this should be noted as inaccurateWe immediately contacted the delivery service to inquire about the deliveryWe were notified that the package had been misplaced and proceeded to begin a Lost Package InvestigationThis process can take up to several business days to completeWhile this investigation was being processed by the delivery service, we also reached out to the seller on the purchase to request a reissue of the ticketsAs we have no affiliation with the event or venue, we are unable to guarantee reissuesAs such, they are simply done as requests and are often dependent upon the primary issuerThe seller on our customer’s purchase notified us on 10/23/that they would be unable to facilitate the reissue request.A representative then attempted to contact our customer to discuss the available options for replacement tickets but was unsuccessful in contacting themOur customer later returned our call where they discussed replacement tickets with a representativeAt this time, our representative provided significantly upgraded tickets to our customerThis was provided to our customer prior to receiving this claimAs such, we consider this matter resolvedIf our customer has additional questions regarding their order, we welcome them to contact us directly to provide assistance.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,
*** ***

Ms*** is correct that this event was cancelledWhen an event is cancelled, Vivid Seats is notified of the cancellation and the customer will be provided a refundThis process usually takes 7-business daysIn this instance, Ms*** disputed with her bank before we could offer her
the refundMs*** has been refunded by her bankWe 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

Initial Business Response /* (1000, 5, 2015/08/06) */
Vivid Seats reached out to Ms***, and both parties have found an amicable resolution prior to her filing her complaintWe consider this matter resolvedand we hope that Ms*** will make use of our services in the futureIf
she wishes to discuss this matter further, we welcome her to contact a member of our management team

Looking into *** *** claims, we have concluded that *** *** has not placed an order with Vivid SeatsOur company has no record of an order or phone call with *** ***Also, the person *** *** mentioned he spoke to on the phone is not an employee of Vivid SeatsThis person told ***
*** that they would be willing to relist his tickets without the seller feeHowever, our reselling service does not require a fee to list tickets for saleWe recommend that *** *** reaches out to the company where he purchased the tickets for any further concerns

Thank you for getting back to us regarding this issueAs indicated in our previous response, once the reseller informed us that the tickets were no longer available we contacted Mr*** regarding the issueWhen speaking with Mr*** we offered replacements, which he declined and then opted to cancel his orderOur sales terms state "confirmed orders may be filled with comparable or upgraded tickets if the original tickets are no longer available"As we are a live marketplace, tickets may not be available in a comparable or upgraded section, at which point we offered a refund or a potential resolution with different tickets.As we have issued Mr*** a full refund, in accordance with our 100% Buyer Guarantee, we consider this matter resolved and if Mr*** has any additional concerns he would like to discuss, he is welcome to reach out to our customer service department.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.Although our customer has stated that they contacted us prior to their event, this is inaccurateOur first communication with our customer occurred the night of the event, 8/9/As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holdersAnd yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day and if tickets are deemed invalid, the customer will receive a full refundIn our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properlyIn the rare event we receive a claim of tickets being invalid, we act quickly and thoroughly to investigate the matter.The sales terms, which were agreed to upon purchase clearly state, “You must obtain proof from the venue verifying that you were denied entry and send that to Vivid Seats along with a statement describing the specific circumstances.” Our customer indicated that they went to the venue’s box office with a number; however, as we have no affiliation with the venue, they would not recognize the order number which was provided by Vivid SeatsThe email our customer received containing their tickets clearly state, “You must print out the PDF document to gain entryThis email is not a ticket for entry into the event.” Our customer was instructed to print the PDF files, bring these to the gate for entry where an attendant would scan the tickets for entry.In regards to the name on the ticket, the email our customer received also states, “The name and price may not match your purchaseTickets purchased on the secondary market will reflect the original purchaserAll eTickets are completely transferable.” The name printed on the ticket is simply the original purchaser from the primary marketThis is a common occurrence in the secondary marketplace as tickets are completely transferrable.Prior to receiving this claim, we discussed this matter with our customer thoroughly clarifying that we were unable to substantiate their claimWe also offered to reopen the investigation should they provide sufficient documentation to support their statementAt this time, we consider this matter closed and welcome our customer to contact us directly should they wish to discuss any additional concerns they may have.Regards,Vivid Seats

Complaint: ***
I am rejecting this response because:as stated on the original complaint, I was offered tickets for seats much further back then the ones I ordered at the same priceI was never offered a "upgrade" or even a discounted price for the "replacement" tickets that were much worseInstead Vivid tried to convince me that they were basically the sameFurther more I was not notified about the situation for two weeksLeaving little if any chance to get comprable seatsYour caned response does not apply.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/19) */
We regret to hear of Ms*** dissatisfaction, but we appreciate the opportunity to address her 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 process
Ms.*** indicates that she purchased tickets through the Vivid Seats website at a price above the amount originally displayed on the tickets, which is known as the face valueShe feels that this price is an overcharge and entitles her to a refundHowever, Vivid Seats is a secondary marketplace and is not directly affiliated with any artist or venue and does not sell tickets as a primary box officeRather, we act as an intermediary between fans and ticket-holdersThis means that the prices of tickets listed on our site are set independently by sellers, not Vivid Seats, based on those sellers' assessments of changing market factors such as customer demandThis price is not based on the face value, and may change at any timeThese facts are communicated in transparent language in our FAQ and Sales Terms (www.vividseats.com/terms.html): "VividSeats.com displays tickets from a vast network of ticket resellers who price their inventory according to their market value, not the original printed value, or 'face value.' For this reason, the price indicated on the ticket may often be lower than the price the tickets are offered for sale at VividSeats.comticket prices are determined by the ticket sellers and not VividSeats.com."
In addition, a message reading "Prices set by sellers, may be over face value" is clearly displayed at the top of every ticket-selection screenMeanwhile, during the checkout process, the following notice is shown directly above the Place Order button: "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 U.SDollarsAll sales are final." This statement is accompanied by a checkbox that customers must click to proceed with checkoutThese messages would have been clearly visible to Ms.*** before she submitted her information and finalized the order
Though Ms.*** requested to cancel shortly after placing her order, we had already committed to obtaining the tickets from the seller on Ms*** behalf, and these tickets had already been emailed to Ms.***We are therefore unable to honor her cancellation request and provide a refundHowever, we have offered to assist Ms.*** with reselling her tickets through our site at no additional costIf Ms.*** wishes to pursue this option, we encourage her to contact a member of our management team
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was grossly over charged and would like to be refundedI do not accept this response
Final Business Response /* (4000, 9, 2015/05/20) */
While we are sympathetic to Ms*** frustration, we must enforce our "all sales are final" policyAs evidenced by the screenshot attached with our previous response, the checkout page Ms.*** encountered displayed all the relevant details of her order, including itemized pricing and the total chargeIn addition to these details, Ms.*** was presented with a Sales Terms summary that explains tickets may be listed above face value, and that all sales are finalBy placing her order, Ms.*** signified that she agreed to these terms
As stated in our previous response, our distinction as a secondary marketplace and ticket sales intermediary means we must ensure our policies are fair to both sellers and customersThe seller of the tickets Ms.*** purchased had already received confirmation of Ms*** agreement to purchase those tickets, and had sent said tickets, by the time Ms.*** contacted usBecause this sale has been finalized, we must stand by our "all sales are final" policy and are unable to issue a refundWe are, however, still willing to assist Ms.*** with reselling her tickets on our siteIf she decides to change her mind and pursue this option, we welcome her to contact a member of our management team

Thank you for reaching back to us regarding this issuePer the previous response clarifying the exact nature of the tickets scanned, it should be noted that Mr*** was contacted by our customer service department multiple times regarding this incident, seeking to rectify the situation for our paying customerA resolution was not reached, and we had to assist the paying customer via other means, as the tickets that the complainant provided to our buyer would not be accepted by the venue, which would cause the paying customer to be denied entry to the eventDue to this, we are not obligated to provide payment to Mr***, and as such, we consider this matter closed

We have provided a full refund

Thank you for your responseAs we previously stated, as a courtesy we reached out to the seller on this order to request a reissue and the seller informed us that they would not be able to comply with this request as the primary market is not provided reissued tickets for this eventAs such, we consider this matter closedIf our customer has any further concerns regarding their order, we welcome 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, 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.Ms*** placed an order on 4/6/for two tickets to *** *** which were classified as Zone SeatingThe seller later notified us that they no longer had these tickets availableMs*** has indicated that sellers list tickets on our site which they have not yet acquired; this is inaccurateWe would like to clarify that the professional sellers we work with own a large bulk of inventory to numerous eventsOccasionally, in very rare instances, as hundreds of sellers list thousands of tickets daily, errors do occurThis could be due to a range of factors such as, but not limited to, the tickets being previously sold on an alternative resale site.On 4/10/we reached out to Ms*** to provide an update on her orderAt this time she was provided alternative tickets with a partial discount or the option to cancelMs*** elected to cancel her order and a refund was issued to her *** account on 4/13/Our Sales Terms and Conditions, which are clearly visible on our website, state: "All orders are subject to ticket availabilityVivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets orderedIf those tickets are no longer available, Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion." When comparable or upgraded tickets are not available, customers are also provided with the option to cancel their order.As such, we have fully adhered to our sales terms and conditionsWe have thoroughly addressed this matter with Ms*** and she has been refunded in fullShould Ms*** have further concerns regarding this order, we welcome her to contact our customer service department so that they may assist.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 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 completed and must enforce the “all sales are final” policy that was featured in bold text and agreed to by Ms*** prior to checkoutThis is due to the nature of our business as a secondary marketplace.As mentioned in our previous response, our website is user-driven, and no order can be placed without Ms*** having been made aware of all order and pricing detailsThe order summary is presented multiple times prior to placing the order. Also as we have noted previously, the different name printed on the tickets is a common occurrence on the secondary market, a standard throughout the industry. These tickets are guaranteed to be transferable and gain our customers entry into their respective events.We have been in contact with Ms*** regarding this issue and have offered her an amicable resolution to the matter; however, that offer has been declined by Ms***. If Ms*** has any additional concerns she would like to discuss, she is welcome to reach out to our customer service departmentAt this time, we consider this matter closed.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 facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fee's and price per ticket, so we are
confident in the transparency of our checkout processWhen 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 red. Vivid Seats has been in contact with Mr*** and both parties have found an amicable resolutionAs such, we consider this matter resolved.If Mr*** 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, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsOn 02/13/2016, Ms*** purchased tickets to see *** *** on 08/09/This event was later postponed by the artist and/or venue for a later date. They 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 customersAs such, we resolved this matter with Ms*** and hope he will consider Vivid Seats for his 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 getting back to us regarding this matterAlthough Mr*** continues to press forward with this matter, Vivid Seats maintains that our four-step checkout process provides customers with a sufficient opportunity to review all order details, including fees. The order total is predominately presented to customers prior to entering any payment information. Mr*** stated that we never reached out to him to discuss his concerns; this should be noted as inaccurateAfter Mr*** expressed his concerns using our Live Chat application, a manager called him shortly after to discuss his order on 10/As we previously stated, all tickets listed on our site are owned and priced by individual sellers, not Vivid SeatsThis means the largest portion of the proceeds from any order placed goes directly to the sellerIt is necessary we maintain our “all sales are final” policy that was presented to, and agreed upon, by Mr*** at checkout to ensure our policies are fair to both parties. If Mr*** would like to discuss the details of his order, we encourage him to contact a member of our customer service teamAt this time, Vivid Seats has sufficiently addressed Mr***’s concerns in detailAs Ms*** received his valid tickets prior to his event, therefore fulfilling our agreement, we consider this matter closed. Regards, Vivid Seats

Complaint:
I am rejecting this response because:I am not being issued a full refundPlease note that the telephone number that they leave in voice messages is the generic customer service line which when you call it puts you through an endless amount of options at the end of which you listen to musicThey do not give you a direct line to a live personIt should also be noted that they attempt to call when I am at work, and I do not have time to hold for 10, 15, 20, or minutesIf vivid seats is able to give me my money back for a cancellation they should be able to get me my money back for an indefinite postponementThank you again for all of your help in this matter
Sincerely, Bobbie *** ***