Vivid Seats LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11694518, and find that this resolution is satisfactory to me
Sincerely,
T ***

We appreciate the opportunity to address Mr***'s concernsWe have been able to reach an amicable resolution with Mr*** but did want to take time to address his concerns
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 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 demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the 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 SeatsBased 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 Guarantee
Because tickets listed for sale on our site are owned by individual sellers, sellers are notified as soon as an order is placedThis means we must ensure all of our policies are fair to both customers and ticket sellers, and enforce an "all sales are final" policy--a standard policy throughout the industryThese facts are described in detail in our FAQ and Sales Terms (www.vividseats.com/terms.html), as well as during checkout, where the following message is displayed 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 Mr*** before he submitted his information and finalized the order
If Mr*** has any additional concerns regarding his order, we encourage him to reach out to us

Thank you for reaching out to us regarding the concerns of our valued customer, Ms. ***. On 7/20/15, Ms*** purchased tickets to see *** *** on 3/1/This event was later postponed by the artist, pending selection of a new date. Ms***
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 have reached out to Ms*** on several occasions, but have been unsuccessful in reaching herWe have provided a resolution to this matter, and hope Ms*** will consider Vivid Seats for her future event ticket needsIf Ms*** has any further questions or concerns regarding the resolution that was provided or any other matter, we welcome her to contact a member of our customer service team. Regards,Vivid Seats

Complaint: ***
I am rejecting this response because:as I have statedI have never received any tickets As far as this matter being closed That was your stance the minute you ripped me off But the bottom line is My son and I never got to go to that game because I never received tickets that I paid forSo you can close this matter all you wantMy point isThat my yr old son didnt get to see his favorite team So keep the money you took and buy yourself a conscious.
Sincerely,
Andy ***

Initial Business Response /* (1000, 5, 2015/04/09) */
We regret to hear of Ms.*** dissatisfaction, but we appreciate the opportunity to address her concernsVivid Seats operates on the secondary (resale) 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
As a secondary marketplace, Vivid Seats is not directly 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 each order is given the full protection of our 100% Buyer GuaranteeThis guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event--and that 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 their listings are legitimate and distributed properly
However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter investigating this matter, we have determined that Ms.*** order was one such caseDue to an error the seller made during processing, the tickets Ms.*** received were deemed invalid by the venue
Vivid Seats wholeheartedly apologizes for the issues Ms.*** has experiencedAs compensation for this unfortunate circumstance, we have issued a full refund of Ms.*** order in accordance with our 100% Buyer GuaranteeAnd, because we want to help Ms.*** attend another live event, we've also provided a promotional code for a future purchaseWe hope that we have been able to resolve Ms.*** concerns, and that she will choose Vivid Seats for her ticket needs again in the futureIf Ms.*** has any further questions or concerns, we welcome her to contact a member of our customer service 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.In the rare event that a seller notifies us that the tickets are no longer available, the sales terms clearly state, “Vivid 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.” In the case that no comparable tickets are available, we provide the customer with the option to cancelMr*** order was cancelled and a full refund was processed. As a courtesy we also offered promotional code for a future purchaseOn 5/13/we supplied Mr*** with this code that would provide him with a discount in return for his $order that could not be filledThis code remained active for one year from the date it was issuedThis code was provided in the interest of customer service, stepping outside of our sales terms and conditionsNevertheless, we have contacted Mr*** and an amicable resolution has been reachedAs such, we consider this matter resolved.Regards,Vivid Seats

Thank you for your responseAs previously noted, Vivid Seats is unable to provide refunds for events that have been postponed or rescheduledThis is fully explained in the Sales Terms and Conditions to which Ms*** agreed prior to purchase, and is noted on every ticket page on our website with the message, "Full refund for events that are canceled and not rescheduled." The event in question took place on 7/11/16, and Ms***'s tickets were valid for that date.Vivid Seats has responded to Ms***'s concerns in detail, and has provided a resolution to this matter that Ms*** confirmed at the time was amicable to herWe have also attempted to reach Ms*** on several occasions; however, each time she has been unavailable or has disconnected the lineWe have been unable to leave a voicemail message for Ms***, instead receiving a message stating that her voicemail box has not been set up. If Ms*** would like to discuss a resolution to this matter, we encourage her to give our customer service team a callVivid Seats considers this matter resolved. Regards,Vivid Seats

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11640788, and find that this resolution is satisfactory to me
Thank you for your help!!
Sincerely,
Alicia ***

Thank you for reaching out to us regarding 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. It should be noted that Vivid Seats
maintains a 100% Buyer Guarantee that ensures tickets will be delivered prior to the customer’s event, not upon requestThe delivery date is often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. Mr*** received his valid and authentic tickets on 10/25, prior to his event and prior to our receipt of this Revdex.com complaintAs such, we consider this matter resolved. If 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 your response regarding this matterAlthough Mr*** *** has stated he was not notified of his estimated In-Hand Date prior to placing his order, as we have previously clarified this is inaccurateMr*** *** was notified of this fact prior to entering any payment informationAs we previously mentioned in our initial response, this delivery date is set by sellers and often dependent upon the primary market with which we have no affiliation; therefore we adequately notify customer of this date prior to placing their order.Nevertheless, Mr*** ***’s tickets were delivered on the provided In-Hand Date of 3/17/at 8:AM CST prior to his event and downloaded shortly thereafterAs Mr*** ***’s valid tickets were delivered prior to his event which has since passed and we have sufficiently addressed his concerns, we consider this matter closedIf Mr*** *** has any additional concerns regarding his order, we welcome him to contact our customer service.Regards,Vivid Seats

Initial Business Response /* (1000, 5, 2015/08/28) */
We regret to hear of Ms***'s 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 serviceand maintaining a simple, transparent checkout process
On January 16, 2015, Ms*** purchased tickets to see *** on April 23, This event was later rescheduled by the artist and venue for February 17, On April 24, 2015, we contacted Ms*** to inform her that we had learned of this date change and that this event was "officially cancelled", which means previously issued tickets, such as the ones purchased by Ms*** would not be honored at the rescheduled showThis decision was made by the artist and/or venue and not by Vivid SeatsAt this point, per our Sales Terms and Conditions, we refunded Ms***'s order total minus shipping on April 25, as the cancellation meant that any previously issued tickets were no longer validAn email was sent to the address we have on file for Ms*** informing her of the cancellation of her order the same day we submitted the refund
We understand that Ms*** has expressed frustration that we cannot replace her ticketsAs 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 holders and therefore, we are hamstrung by the decision of the artist and venueAs stated in our Sales Terms and Conditions (www.vividseats.com/terms.html), our Buyer Guarantee does not cover factors beyond our control, such as traffic, the state of seating in a given venue, or if a venue decides to reschedule an eventIn this case, the artist and venue stated the event was cancelled and they would not be issuing tickets
Ms*** received a refund for her tickets, as promised by our 100% Buyer Guarantee as well as a promotion for a discount on future purchases in the interest of customer satisfaction and due to these unique circumstances but we are unable to offer the requested resolution of replacement ticketsWe encourage Ms*** to check back on our site as tickets may become available in the futureIf she has any additional questions, Ms*** may contact a member of our management team

Complaint: ***
I am rejecting this response because: I don't like the answerWhile what happened in this situation is not an illegal scam, it is still a scamJacking up the price of a ticket before ticket prices are available is a scam to me.
Sincerely,
Rebecca ***

Thank you for your replyAs we have thoroughly clarified, the dispute that was filed was a direct violation of our termsAs the financial institution determined that the charge was in fact valid, the appropriate amount was refunded to our customer as a resultAs we have sufficiently addressed our customer's concerns and provided clarification, we consider this matter closed.Regards,Vivid Seats

Thank you for providing this replyAlthough our customer continues to press forward with this matter, we maintain that tickets were transferred to their Ticketmaster account and our customer responded to the email stating their tickets had been transferred on 5/3/at 1:PM CSTWe encourage our customer to review their email history for this informationIt should also be noted that the email our customer entered during the checkout process in February, which is the email associated with the transfer, varies from the email which was provided in this claim. In relation to our customer's claim that other patrons were in their seats, we would like to provide clarificationWhen purchasing tickets, customers are not presented with the specific seat numbers until tickets are deliveredAs tickets through Ticketmaster transfer cannot deliver the same seats to multiple customers, no other individual received the tickets which were delivered to our customer. As we have thoroughly addressed our customer's concerns and delivered tickets in accordance with the agreterms, 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 while we maintain we are not at fault, both parties have found an amicable resolutionOn 6/21/15, Ms. *** purchased tickets to see Janet Jackson on 07/20/This event was
later postponed by the artist and/or venue for a later dateIt 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 elected to attendIn 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 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

Initial Business Response /* (1000, 5, 2015/10/16) */
We appreciate the opportunity to address Ms***'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 serviceand maintaining a simple, transparent checkout process
Ms*** feels that certain details of her order, including the service charge and the price being above the face value shown on the tickets, were not disclosed in advanceHowever, this is inaccurate: our checkout process provides multiple opportunities to review the details of an order, and displays multiple disclaimers that tickets may be above face valueWhen a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left sideAfter the customer enters an email address to create an account, she/he is taken to the Checkout page, which features an even more in-depth order breakdown displaying the individual ticket costs, individual delivery and service fees, and total charge highlighted in red
Since we are a ticket resale company, tickets often show the original purchaser's nameThis is explained on our website FAQ page as follows: "The name on the ticket is simply the name of the original purchaserAll E-Tickets are completely transferable and the attendee's name does not need to match the name on the ticketRest assured that all tickets sold on VividSeats.com are always valid and authentic and covered by our 100% Buyer Guarantee."
We encourage Ms*** to reach out to our management team with any further questions or concerns

Thank you for providing this responseAs we have thoroughly clarified, every customer who places an order with is taken through a four-step checkout process and provided multiple opportunities to review their order detailsAs we have sufficiently addressed our customer's concerns and clarified that no order can be placed without the customer having been presented with, and having agree to, the order total, we consider this matter closed.Regards,Vivid Seats

Thank you for contacting us regarding the concerns of Ms***, our valued customerAt Vivid Seats, we appreciate the opportunity to address this matterIt should be noted that Vivid Seats has no affiliation with any box office or venue and does not own or generate any ticketsRather, our
role is to facilitate transactions between fans and ticket holdersIn light of this, we would like to provide clarification regarding Ms***'s claimsWhenever a transaction is made on our website, the request for tickets is sent to the seller for processingThe seller then confirms the tickets are available, and the transaction is processedNo funds are accepted from the customer until the seller has confirmed the order, which happens instantly in the vast majority of cases.At Vivid Seats, the security of our customers' information is of utmost importanceFor this reason, we carefully screen each order to ensure that it was authorized by the cardholder and additional verification may be required in some instances when the information provided by the customer cannot be verifiedThis is a standard practice in eCommerce industriesWhen Ms*** placed her order, the information she provided could not be verifiedBecause of this, we immediately sent her a quick online authorization form, which the customer delayed in returning to usAs soon as we received the completed form, the order was sent to the seller for processing.It should be noted that the event for which Ms*** purchased tickets started at 6:30PM, and her order was placed at 7:53PMMs*** did not return the authorization form until 8:07PM, at which time the request for tickets was sent to the sellerHowever, the seller notified us that due to the delay, the tickets had become unavailableShe was never charged for this transaction, as the order was never confirmedOur agent provided this information to Ms*** via phone on the night of the event.Vivid Seats has acted in full accordance with our Sales Terms and Conditions, and hopes that Ms*** will choose our company for her *** event ticket needsIf Ms*** has any further questions or concerns, we encourage her to reach out to our customer service teamAt this time, this matter has been resolved.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 12/25/2015, Ms*** purchased tickets to see *** *** on 07/25/This event was later postponed by the artist for a later dateMs*** reached out to us
about this date change and has indicated that she 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 customersFortunately, 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 them to contact a member of our customer service team. Regards,Vivid Seats

Thank you for reaching out to us regarding 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 eventsTo this end, we’re committed to providing the best possible customer service. Our status as a secondary marketplace means that we are not affiliated with any artist or venue, and do not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause so many sellers list tickets on our site, and because most of those sellers list large quantities of tickets, in very rare instances errors do occur on the part of the seller when uploading ticketsIt does appear that Ms*** experienced such an error in this case, as the incorrect tickets were uploaded to this orderVivid Seats has been proactive in resolving this issue with the seller and with Ms***.We stand by our 100% Buyer Guarantee, which ensures that each customer will receive the valid, authentic tickets they order, or their money back. In full accordance with this guarantee, Vivid Seats has been in contact with Ms*** and provided a resolution that was amicable to both partiesAt this time, we consider this matter resolved, and hope that Ms*** will consider Vivid Seats for her future ticketing needs.and Regards,Vivid Seats