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 concernsVivid Seats takes authorizing customer purchases very seriouslyPer Mrs*** request, management has reviewed the situation If Mrs*** has any
further questions or concerns regarding this or any purchases, we welcome them to contact a member of our customer service team.Regards, Vivid Seats

Complaint: ***
I am rejecting this response because: the value should not be increased by $per ticket The fact that your company allows this is Ludacris and is ripping people offI think your statements regarding this need to be more obvious and upfront on your site when purchasing and should state that the seller could sell for a lot more then what it actually cost to purchase them.
Sincerely,
*** ***

Thank you for your response regarding this matterAs Mr*** stated, he received tickets for Row T, two rows closer than Row VOur sales terms clearly state, “Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion.” As Row T is located closer to the rink, Mr*** received upgraded ticketsSince Mr*** received these valid tickets prior to his event on 11/and Vivid Seats has fully adhered to our sales terms, 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 concernsOn 01/29/2016, Ms*** purchased tickets to see *** on 03/14/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 customersAs such, we resolved this matter with Ms*** and hope he will consider Vivid Seats for his future event ticket needs. If 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 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” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this requestWe did speak with Ms*** the day of the event and were unable to reach a resolutionIf 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

Thank you for providing us with the opportunity to address Mr*** concernsMr*** contends he should be compensated for five sales through our companyWe are unable to honor this resolution because Mr*** did not abide by the seller terms and conditions he agreed to by listing his
ticketsIn our seller terms and conditions, that Mr*** agreed to prior to listing the tickets, "If a buyer selects your ticket listing to order, you will receive notification of an order request via email to your registered email addressUpon receipt of an order, you must confirm or reject the order immediately, and in the case of instant download tickets upload the tickets upon confirmation, and may not modify or cancel the ticket listing, or otherwise attempt to stop the saleVivid Seats may cancel an order at any time prior to receipt of a Seller's confirmation." Mr*** did not confirm these sales immediately, so Vivid Seats cancelled the salesPlease see a link for our seller terms and conditions here: http://www.vividseats.com/sellerterms.html
As stated by Mr*** Vivid Seats recognizes the error made and Mr*** will be compensated for his sale on August 31stVivid Seats is not at fault for the other orders as Mr*** did not take the necessary steps to confirm these orders to provide them to the customerIf Mr*** has any further questions we welcome him to contact us at ***

Complaint: 11***
I am rejecting this response because: vividSeats never contacted me regarding the rescheduled game.
Sincerely,
Robert ***

Thank you for your responseMr*** has suggested we provided fabricated documentation; this is inaccurateThe previous attachment we provided is derived from Flash Seats, an entity with which we have no affiliationFurthermore, this documentation verifies that Mr***’s valid tickets were transferred on 3/29/2017, to his account which corresponds to his email address, prior to his event on 4/7/This fact was thoroughly addressed in our previous responses.Mr*** selected Flash Seats tickets at the time of purchase, not Email DeliveryTherefore, his tickets were to be displayed on a mobile device, not printed, by accessing his Flash Seats accountWe have thoroughly addressed Mr***’s concerns and provided documentation confirming the delivery of his tickets prior to his eventAs such, this matter is closed.Regards,Vivid Seats

Thank you for your replyWith the documentation our customer recently provided, we were able to re-open the investigationAt this time, we are able to close the investigation in the favor of our customerAs such, our customer has received a resolution which has been specified via emailWe consider this matter resolved and encourage our customer to contact us with any additional questions they may have.Regards,Vivid Seats

Complaint: ***
I am rejecting this response because: Vivid Seats did complete a full refund after several calls and giving them the Revdex.com complaint #.
Sincerely,
*** ***

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 resolvedIf Mr*** has any further questions or concerns regarding this or any other order, we encourage him to
contact a member of our customer service team. 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 meHowever, I would like to state that for the integrity of future ticket purchases, Vivid Seats should clearly label their standing room only tickets with the WORDS "Standing Room Only" PRIOR to purchase
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:They are stating that I should contact them but when I tried to go through chat even to speak with someone as it is typically difficult to get through at times, the representative I spoke to once I informed them that I contacted the Revdex.com since at that point no one contracted me regarding the matter then she said" well if you have already done that then I can't speak to you." So at that point I was done attempting to contact themThere is really nothing I need to say to them now because the time came and went that I should have received the tickets and I never did and so there is really nothing further to discussI just want my money refunded and if nothing else to have this incident show up online in some way whenever someone is trying to check into the integrity of this company.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Vivid Seats has been extremely dishonest!
Sincerely,
*** ***

Thank you for getting back to us regarding this issueAs indicated in our previous response, Mr*** was provided a complete resolution in accordance with our sales terms and conditions, which Mr*** agreed to at the time of checkoutWe fulfilled our 100% Buyer Guarantee in this instance and are unable to provide any compensation outside of what was previously agreed to. If Mr. *** has any additional concerns he would like to discuss, we encourage him to reach out to our customer service departmentAs previously discussed and agreed to, we consider this matter closed.Regards,Vivid Seats

Complaint: ***
I am rejecting this response because: Vivid Seats is unable to comprise on my request and I have seeked other avenues to ensure no other consumer is scammed by this company as I wasI received one phone call yesterday only again they lie and state several attempts which validates my concerns of this company's ethics to its customers.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: they shorted me on my refund I want back every single dime nickle and penny I spent
Sincerely,
*** ***

Ms*** *** claims that certain details of her order, including the the fact that her order was in US Dollars, were not disclosed in advanceShe feels that this entitles her to a partial refundHowever, this is inaccurate: our checkout process provides multiple opportunities to review the
details of an orderOn the final checkout page, 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." (A sample final checkout screen is attached)
These messages would have been clearly visible to Ms*** *** before she submitted her information and finalized the orderMs*** *** has been a customer with Vivid Seats before and has taken no issue with previous ordersThis makes it difficult to understand her frustrationIn the interest of customer service we have tried to reach out to Ms*** ***, but have not been able to reach herWe encourage Ms*** *** to reach out to us and ask to speak to a member of our management team
(USD.PNG)

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 any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersIn extremely rare circumstances, tickets may no longer be availableThe seller on this purchase notified us on 6/22/that the tickets MrHass purchased were unexpectedly cancelled by the primary marketWe immediately notified MrHass upon being made aware of this matterAs we have no affiliation with the primary issuer, such matters are outside of our purviewOur sales terms clarify, “All orders are subject to ticket availabilityVivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets ordered.” If we are unable to find comparable or upgraded tickets when this occurs, we offer customers the option to cancelAs such, MrHass’ order was cancelled and additional compensation was provided in the interest of customer service. If MrHass has any further questions regarding this, or any other order, we welcome him to contact our customer service departmentAs it currently stands, we consider this matter closed. 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 eventsAs Ms*** has used our services in the past with no issue, she has experienced our proficient business practices. Though Ms*** expresses concern regarding the delivery of her tickets, Vivid Seats facilitates thousands of successful transactions each day with satisfied customersEach order is protected by our 100% Buyer Guarantee that ensures customers will receive their valid tickets prior to their eventAs Ms*** stated, she placed this order over the phoneDuring this phone conversation she was made fully aware that her tickets may not arrive before 6/13/and of her $726.14 order totalDuring this, Ms*** reiterated that she could expect to receive her tickets via email in JuneMs*** also inquired what would happen if she did not receive the tickets by 6/13/and the sales agent explained that though that is unlikely, she should contact us so we may remedy the situationOnce an order is placed, no matter the In-Hand date, a customer has reserved those specific tickets from the seller and subsequently provides payment. Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery dateRather, the estimated In-Hand Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, such as the venue or artist, with which Vivid Seats has no affiliationThis information was clearly discussed with Ms*** before she placed her order, and was additionally discussed with the customer by phone afterwards. Prior to receiving this claim we were in contact with Ms*** on 12/09/to offer a resolution in the interest of customer service though this offer was declinedWe have since received a dispute from Ms***’s financial institution regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open, and encourage Ms*** to contact her financial institution with any questions regarding its process or outcome. As Ms*** was provided with her estimated In-Hand Date and agreed to our "all sales our final" policy prior to placing her order, we currently consider this matter closed. Regards, Vivid Seats