Vivid Seats LLC

Thank you for your response regarding this matterVivid Seats has made numerous attempts to resolve this issue, but does not have access to any means of contacting Ms*** because the phone number she has provided is no longer in serviceAfter our customer service agent asked Ms*** to confirm her address, the customer did not respondWhen the seller notified us that the tickets were shipping in advance of the Estimated Ship Date, we again attempted to reach the customer several times, but were unable to speak with her because of the invalid phone numberAdditionally, we did not receive a response to any of our emails requesting an alternative address.Although Ms*** is not due to receive a refund per the Sales Terms and Conditions to which she agreed prior to purchase, we have attempted to resolve this matter to the full extent of our abilityIf Ms*** would like to discuss a resolution to this matter, we warmly encourage her to contact our customer service teamAt this time, as we have sufficiently addressed Ms***'s concerns in detail, we consider this matter resolved.Regards,Vivid Seats

As Mr*** has rejected our response yet has not provided an further information in regards to this dispute, we can not provide any further assistance on this orderAs we explained in our previous statement, we are unable to honor his request, as asking the seller for a refund or exchange would be in direct violation of the Sales Terms and Conditions that Mr*** agreed to during checkoutIf Mr*** 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 reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsOn 09/29/2015, Mr*** purchased tickets to see Janet Jackson on 08/15/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 Mr*** 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 Mr*** and hope 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 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***On 8/1/2016, Ms*** purchased tickets to see Outta This World on 8/18/This event was later postponed, not cancelledMs*** reached out to us about this change and indicated that she would no
longer like 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 checkoutThis policy clearly states, “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.”This policy is in place with the goal of ensuring that our customers can attend the event they originally selectedWe understand that in 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 customersThough the official venue themselves state that “Event Has Been Postponed - Tickets from original date will be honored,” in the interest of customer service, we resolved this matter with Ms*** and hope she will choose 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.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.Prior to purchase, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “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.” As a secondary marketplace, Vivid Seats is not affiliated with the artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe terms agreed to at checkout clearly state, “Event date, times, venue and subject matter may change” and “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” Any changes in regard to the event date, location, venue, or time are dependent upon the primary market, with which we are not affiliated, such changes are beyond Vivid Seat’s control.Prior to receiving this claim we did discuss this matter via email with our customerA representative suggested a resolution to our customer via email on 8/31/to list their tickets for resaleAs all order details, including the “all sales are final” policy, were sufficiently displayed prior to placing their order, we consider this matter closedIf 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 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. As a secondary market, event details are subject to changeSince we have no affiliation with any venue, such changes are outside of our purviewAs Ms*** stated, on 12/14/at 6:AM CST she purchased tickets for *** *** on 12/31/at the *** *** CenterThis event was later relocated to an alternative venue, *** *** Theater for the Performing Arts, on 12/14/at 11:AM CSTAs such, the tickets Ms*** purchased would no longer be valid for entry and the event occurring at *** *** Center was deemed cancelled. Per our sales terms and conditions, “If an event is canceled, you will be given a full refund.” As a result, Ms*** was issued her refund on 12/19/In addition to this, our sales terms also state, “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason.” Ms*** expressed concern regarding the increase in price for the event occurring at the new locationBecause Vivid Seats does not own or generate tickets, all tickets listed on our site are priced by individual sellers, based on their personal assessments of the market valueThese prices typically fluctuate, as with any live market, according to a range of factors including customer demand and are, therefore, outside of our purview. As Ms***’ event was cancelled and she has been reimbursed her order total we consider this matter closedIf Ms*** has any additional concerns we encourage her to contact us so that we may provide further assistance. Regards, Vivid Seats

As Ms*** has stated, we have reached an amicable resolution and consider this matter closedIf she has any additional questions, we encourage her to contact us directly

We appreciate the opportunity to address Mr***'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 service--and maintaining a simple, transparent checkout process
Mr*** placed his order on September 2, 2015, and his package was delivered on September 8th,, shipped with a label printed with the address Mr*** providedHe reached out to us on October 5th to let us know he never received the ticketsWe reached out to *** right awayThe agent we spoke with informed us it would be difficult to recover the package, given that it had been delivered over a month priorWe then reached out to the ticket seller to attempt to have the tickets re-issued for Mr***Although Mr*** states we were not actively working on resolving his issue, we were repeatedly checking in with the seller while he looked into whether a reissue would be possible and also made repeated calls to *** to attempt to track and recover the tickets for Mr***Since we were not able to provide Mr*** with his original tickets or replacement tickets, we have refunded his order in full
Vivid Seats has reached out to Mr***, and both parties have found an amicable resolution as mentioned aboveWe consider this matter resolved--and we hope that Mr*** 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

Complaint: ***
I am rejecting this response because: vivid seats keeps replying with the exact same responseI was ripped off and taken advantage ofThey have me seats that were at a much lower value than what I had paid forThey told me I had no other options as they would not give me a refund and would not provide better seatsThis is a scam they continue to run on their customersThey need to be held accountable for ripping off their customersI feel like I was bullied by this company and I do not accept their response as they are not taking responsibility for not honoring their customer gauranteeI was ripped off!
Sincerely,
*** ***

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsWe have reached an amicable resolution with Ms***, but would like to take a moment to address the specific issue she approached us with. 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 holdersAs such, any last-minute changes with a performance are made entirely at the discretion of the venue or artist and are therefore beyond our control and purviewThis is clearly stated in the Sales Terms and Conditions that Ms*** agreed upon when submitting their order: “Vivid Seats is in no way affiliated with any venue, promoter, team, league or organizing group and is not associated with any official organizer of the events for which it list tickets.” In certain instances, attendees of a particular event may want a refund for issues experienced during an event and we as a company consider the circumstances of the event in order to be responsive to the needs of our customersAs noted above, we have 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 her 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.On 4/26/2017, after our customer selected the event they were interested in, they were prompted to select a listingThe listing our customer selected notified them that the tickets would likely be available closer to the event dateAs Vivid Seats does not own or generate tickets, the Estimated Ship Date provided during checkout is a date the seller selects which is typically based on the date the primary issuer, which whom we are not affiliated, releases tickets.Prior to receiving this claim, our customer’s valid tickets were delivered on 10/11/at 1:PM EST and downloaded by our customer prior to their event on 10/12/at 8:PM ESTIf our customer has additional questions pertaining to their order, we welcome them to contact us directlyAt this time, we consider this matter resolved.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 eventsVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our process. Ms*** has indicated that Vivid Seats does not state that tickets may be filled with comparable or upgraded tickets; however, this is inaccurateWhen Ms*** viewed tickets for Elton John on the ticket listing page, she 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 Ms*** was prompted to enter any credit card informationAdditionally, before placing her order she 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).”Further information regarding the possibility of consumers receiving upgraded tickets is readily available on our siteOur sales terms and conditions clearly state, “Confirmed orders may be filled with comparable or upgraded tickets if the original tickets are no longer available.” Though Ms*** has implied that this information is not stated, in regards to ticket availability, these terms also state: “If 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 regards to Ms***’s reference of her ticketing being $we would like to clarifyThis price is the face value of the ticket; as 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 Ms*** agreed to pay had no bearing on the face value of her ticketsAs the secondary marketplace is a live market, as with any live market prices fluctuateAs such, prices have continuously fluctuated since Ms*** purchased her tickets in November.Ms*** placed this order on 11/15/and received her valid, upgraded tickets on 12/6/prior to her event on 3/4/We have discussed this matter with Ms*** via email and have attempted to contact her via telephone but have been unsuccessfulAs Ms*** received upgraded ticket in a Section 210, closer to the stage with a comparable view, we consider this matter closedIf Ms*** has additional concerns she would like to discuss, we encourage her to contact our customer service as we have fully addressed the concerns presented here.Regards,Vivid Seats

Thank you for getting back to us regarding this issueAs indicated in our previous response, Mr*** was provided a full refund in accordance with our sales terms and conditions.Our sales terms clearly state "In the event that Vivid Seats determines that you were indeed denied entry, at no fault of your own, you will receive a full refund of the cost of the ticket including all fees and shipping charges, as the sole remedy". As such, we have fulfilled our 100% Buyer Guarantee and are unable to provide compensation outside of refunding the order totalIf Mr*** 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 11727129, and find that this resolution is satisfactory to meKYLE at VividSeats.com contacted me by telephone and offered to return ALL the fees associated with my purchase I accepted that offer of $to be refunded on my *** In addition, I asked that they make their website ticket purchase more easily accessible for customers to viewing the line items which should include the ticket prices, fees, etcand totalKyle explained ed that the totals are on the outer right margin while the agreeing to pay is on the far left - that is the only piece visible to me during my purchase Thank you to Revdex.com for their helpYou truly are a champion for the people
Sincerely,
Kelly ***

Despite VividSeats assertations that a refund of the service fees as a potential resolution for the second time since the initial contact with the company and their followup to this complaint, no such refund has been issued to my account
I maintain that the tickets I purchased were not what was received and that the situation was a bait and switchVividSeats does deal with tickets on the secondary market and as such should understand that the tickets I purchased routinely sell for a premium as they face the home team bench, therefore a mirror seat is neither an upgrade nor equivalentAdditionally, the 'physical tickets' that were sent were not as advertised
I have been waiting VividSeats to make good on it's refund agreement since September 17, and have yet to see any attempt in good faith from the company to make good on it's promises, however I am willing to concede that the tickets were valid for entry and as such will accept a refund for the price of ONE ticket PLUS the processing fees for both tickets AND shipping costsa total of $to be refunded no later than November 15,

Complaint: ***
I am rejecting this response because: I was not the only person that had this problem. There are any number of similar complaints on the internet. Once again, I appreciate that Vivid thinks they have a fool proof system, but they do not. I guess we agree to disagree. It is obvious that Vivid is in no way customer oriented...to not even entertain the possibility that there was a glitch in the app. At this point, I have instructed my credit card company to withdraw the claim and pay the bill. Life is too short and this company is awful. You can be sure that I will never do any business with them and if the name comes up in conversation, I will be sure to mention my experience. I had hoped for some understanding from the company, but I guess it is not in their culture
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11111298, and find that this resolution is satisfactory to me
Sincerely,
Marti ***

I reject your statement becausethe site in purely set up to make this company moneyThere are lots of complaints of over charging customers as well as not beong able to navigate site easilyYou are forced to create a user account before purchasing ticketsThis clearly comfuses customer into purchasing full quanity of tickets because youare setting up an accountThe quantity is not in full layout view but in a small box to the rightThe only way to change quanity is on first page in which you are interupted by having to make a user accountThe fees for convince and email delivery are not clearly stated and there is no way to review order before purchaseThere is also no time to stop transaction before it is fully submitted to thrid partyThey DO NOT DO REFUNDS period or willing to just change quanity on orderThere are nothing but excuses from customer service why no matter what happens its automatically the customers fault or users faultThey only allow you to resell tickets which is basically impossible in two days until event.
Complaint: ***
I am rejecting this response because:
Sincerely,
Nicole ***

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 selected the event they were interested in, they selected a listing which was classified as Electronic Transfer and were notified that tickets would need to be displayed on a mobile deviceElectronic transfer refers to the process of sending digital tickets from the original purchaser to the customerThese tickets are not available in traditional hard stock or email-able formats and must be sent via a third party website, in this case, ***Our customer’s valid tickets were initially transferred to our customer for them to then set up an account with the associated email address used to place the order accept the tickets to display on their mobile device and gain entry into their eventThe seller transferred these tickets on 9/12/prior to our customer’s event on 9/24/Our customer first contacted us regarding the transfer of tickets on 9/23/at which time we offered to reach out to the seller and attempt to re-transfer to an alternative email addressThis was done as a courtesy, with no guarantee of a re-transfer due to the involvement of a third party website with which we have no affiliation, is not always obtainableWe were later notified that the seller would be unable to re-transfer the tickets.Additionally, we received documentation from the seller on this purchase that our customer’s tickets were transferred to their account on 9/12/prior to their event on 9/24/for them to accept and attend their event although our customer has indicated otherwiseWith documentation from the seller that valid tickets were transferred to them prior to their event, we and the seller have fully adhered to our termsAs such, we consider this matter closedIf our customer has any further questions we encourage them to contact us directly.Regards,Vivid Seats

Initial Business Response /* (1000, 5, 2015/05/14) */
Vivid Seats has reached out to Mr***, and both parties have found an amicable resolutionWe consider this matter resolved--and we hope that Mr*** 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
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)