Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much for your help in this matter.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because it is still unsatisfactory. There is no point in contacting your customer service line because 1. No human ever answers the phone and 2. No help can be given to me.You can actually consider this matter closed. It is pointless to argue with stupidity and ignorance.
Sincerely,
[redacted]
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and while we maintain we are not at fault, both parties have found an amicable resolution. On 7/17/15, Ms. [redacted] purchased tickets to see Janet Jackson on 07/26/16. 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. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attend. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] 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, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their pricing, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After 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 their tickets, delivery and service fees, and the total charge highlighted in red. The following message is displayed directly 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 tickets. All prices in US Dollars. All sales are final.” 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 holders. All 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 demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us, as we at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders...
and amazing live events. To 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 and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All 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 demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It 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 Seats. Based 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 valid. It 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. This information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Ms. [redacted] regarding this issue and have reached an amicable resolution. We hope that Ms. [redacted] enjoys her event and considers Vivid Seats for her future ticketing needs. Our management team is available to handle any additional concerns that Ms. [redacted] may have and as it stands, we consider this matter resolved.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because I have not received a satisfactory answer, was lied to and treated in a rude manor by Vivid Seats. The professional sellers that sell on their site make it difficult to impossible for the general public to get tickets from the box office. Then the sellers flip the tickets on their site and they take an exorbitant fee. If a seller, who has no interest in attending the event but only profiting off the scarcity of tickets makes a bad pricing decision they should be held accountable for delivering at the price advertised, or failing that, the company that advertised the price should be held accountable. In the end the only one harmed was me. Vivid Seats has done nothing nearly satisfactory in this instance.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Although Ms. [redacted] has filed this claim, the referenced order was placed by Ms. [redacted]. Our customer purchased Standing Room Only tickets in Section 35 for a [redacted] at [redacted] evening game on 4/25/2017; however, this event was later rescheduled for a day game on 7/16/2017. Due to the rescheduled date and time, the section which our customer selected was no longer available. As this decision is at the discretion of the venue, with which we have no affiliation, such matters are outside of our purview. Nevertheless, we were able to discuss this matter with our customer and reach an amicable resolution. As such, we consider this matter resolved and welcome our customer to contact us with any additional concerns she may have.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. We have reached out to Mr. [redacted] and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] 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, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Although we have been in contact with Mr. [redacted] and have reached an amicable resolution, we would like to still take the time to respond to Mr. [redacted]'s specific issue. 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 holders. All 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 demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It 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 Seats. Based 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 valid. It 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. This information is readily available on our FAQ page (support.vividseats.com/support/home). We are very pleased that we have been able to resolve this issue with Mr. [redacted] and hope he enjoys his event. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total including all fees, so we are confident in the transparency of our checkout process. This process provides...
customers with multiple opportunities to review the details of an order. Yet, prior to receiving this claim, Vivid Seats has been in contact with Ms. [redacted], and both parties have since found an amicable resolution. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding this order, we encourage her 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 concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s concerns around the service and delivery fees, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of these fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After 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 their tickets, delivery and service fees, and the total charge highlighted in red. Ms. [redacted]’s order total was again displayed directly above the place order button with the bolded statement “By clicking “Place Order”, your credit card will be charged $205.45”Based 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 valid. It 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. This information is readily available on our FAQ page (support.vividseats.com/support/home).We also wanted to address Ms. [redacted]’s claim regarding the "face value" of the tickets that she purchased. It should be noted that as a secondary marketplace, we are an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the Terms and Conditions provided at checkout, which 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 tickets. All prices in US Dollars. All sales are final." In addition to this current claim, Ms. [redacted] has also filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active. If Ms. [redacted] has other questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:This business online purchase system has been set up as a bait and switch, which is fraudulent system rigged to display premium seats at a premium price and when the customer hits the submit button, it switches to a lower price, regular seat, I strongly believe this whole organization is fraudulent, set up to get the most money they can for the Sellers, so they can get a high commission after baiting how many customers/victims that it can, not satisfied with their response and lack of initiative in attempting to correct this issue.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Our customer placed an order for Section: 227 Row: A and prior to placing their order, agreed to our sales terms and conditions. The seller later notified us that these tickets were no longer available. In the rare occurrence that tickets are no longer available per our sales terms, “All orders are subject to ticket availability. Vivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets ordered. 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.” Once the seller informed us that the tickets were no longer available, we immediately reached out to our customer. We spoke with our customer on this matter on 5/16/2017 and offered replacements in Section: 121 R: QQ, an entire section closer, as well as the option to cancel her order entirely. Our customer requested time to evaluate this offer and call us back. When we were later contacted by our customer, they accepted the replacement tickets and the new order was processed. Roughly two hours later our customer reached out to us again requesting to cancel. At this time, our agent clarified that as they had elected to select the replacements and not cancel, we were no longer able to cancel the order as the seller had procured these tickets. The valid tickets in the lower level were delivered on 5/19/2017 prior to our customer’s event which has since passed.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 holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. Additionally, Vivid Seats offered a courtesy resolution in the interest of customer service. However, our customer declined this offer. The valid tickets our customer accepted were delivered prior to their event, which has since passed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for your response regarding this matter. Although Mr. [redacted] is claiming that the venue was verifying that the name on the ticket corresponded with the attendee, the valid tickets Mr. [redacted] received on 3/20/2017, 3/24/2017, and 3/25/2017 via email do not maintain a name. Furthermore, any name printed on tickets simply represents the original purchaser that resold the tickets. This is a common occurrence in the industry as the information is carried over when tickets are resold on the secondary market and are completely transferable.As we have fully addressed Mr. [redacted]’s concerns and provided valid tickets for him to print and bring to his event, which has since passed, we consider this matter closed. Any additional concerns Mr. [redacted] may have regarding his order should be directed to our customer service team.Regards,Vivid Seats
Complaint: 12205460
I am rejecting this response because:The business keeps repeating the same lies. Ticket scalpers and deceptive business practices.
Sincerely,
Chad [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for Anaheim Ducks at Washington Capitals, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $385.00 highlighted in bold text. Our website is completely user-driven, meaning all order information is either selected or input directly by customers At this point, 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 checkout. Our 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 tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ you will be charged $385.00. Our customer then proceeded to select “Place Order”, at which time their order was complete. As a secondary marketplace, Vivid Seats is not affiliated with The Anaheim Ducks or Washington Capitals and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Vivid Seats displays all of the information to the order before it is placed and it is accessible to the customer. In regards to the customer's concerns of listing the tickets, it should be noted, we provided them instructions on how to list them along with support to reach a customer support agent for assistance through live chat. As we have addressed the customers concerns we consider this matter closed. If our customer has any further questions, we suggest for them to reach us at our customer service support.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 concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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 holders. In regards to Mr. [redacted]’s issue regarding a different name and issued date being on the tickets they received, it should be noted that this is actually a common occurrence. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name and issued date of the original purchaser. We ensure that this is not an error, but simply information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:The vendor is misrepresenting their settlement offer. Yes they did offer a settlement, however, it is not sufficient as they sold me seats with a limited view. It was not clearly stared until the purchase was completed and the sale was final. This was my first time using this site, it is a bait and switch practice which is dishonest to the core. I want a full refund for my order.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains [redacted] of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Mr. [redacted] indicated that he was not made aware of the total charge prior to placing his order; this should be noted as inaccurate. When Mr. [redacted] selected the tickets he was interested in for New York [redacted] at Sacramento [redacted], he continued to the Login page which displayed a detailed order summary on the right side which included the price per ticket. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $1,838.07 highlighted in bold, red text prior to entering any payment information. At this point, Mr. [redacted] 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 checkout. Directly below this the message, “By clicking ‘Place Order,’ your credit card will be charged $1,838.07.” 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 final. All prices are listed in US Dollars (USD).” 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 holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] was provided his order total multiple times prior to placing his order and agreed to our sales terms. As such, we consider this matter closed and encourage Mr. [redacted] to contact us with any additional concerns. Regards, Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you very much for your help in this matter.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because it is still unsatisfactory. There is no point in contacting your customer service line because 1. No human ever answers the phone and 2. No help can be given to me.You can actually consider this matter closed. It is pointless to argue with stupidity and ignorance.
Sincerely,
[redacted]
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and while we maintain we are not at fault, both parties have found an amicable resolution. On 7/17/15, Ms. [redacted] purchased tickets to see Janet Jackson on 07/26/16. 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. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. This policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attend. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] 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, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their pricing, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After 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 their tickets, delivery and service fees, and the total charge highlighted in red. The following message is displayed directly 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 tickets. All prices in US Dollars. All sales are final.” 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 holders. All 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 demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us, as we at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders...
and amazing live events. To 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 and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All 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 demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It 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 Seats. Based 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 valid. It 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. This information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Ms. [redacted] regarding this issue and have reached an amicable resolution. We hope that Ms. [redacted] enjoys her event and considers Vivid Seats for her future ticketing needs. Our management team is available to handle any additional concerns that Ms. [redacted] may have and as it stands, we consider this matter resolved.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because I have not received a satisfactory answer, was lied to and treated in a rude manor by Vivid Seats. The professional sellers that sell on their site make it difficult to impossible for the general public to get tickets from the box office. Then the sellers flip the tickets on their site and they take an exorbitant fee. If a seller, who has no interest in attending the event but only profiting off the scarcity of tickets makes a bad pricing decision they should be held accountable for delivering at the price advertised, or failing that, the company that advertised the price should be held accountable. In the end the only one harmed was me. Vivid Seats has done nothing nearly satisfactory in this instance.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Although Ms. [redacted] has filed this claim, the referenced order was placed by Ms. [redacted]. Our customer purchased Standing Room Only tickets in Section 35 for a [redacted] at [redacted] evening game on 4/25/2017; however, this event was later rescheduled for a day game on 7/16/2017. Due to the rescheduled date and time, the section which our customer selected was no longer available. As this decision is at the discretion of the venue, with which we have no affiliation, such matters are outside of our purview. Nevertheless, we were able to discuss this matter with our customer and reach an amicable resolution. As such, we consider this matter resolved and welcome our customer to contact us with any additional concerns she may have.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. We have reached out to Mr. [redacted] and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] 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, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Although we have been in contact with Mr. [redacted] and have reached an amicable resolution, we would like to still take the time to respond to Mr. [redacted]'s specific issue. 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 holders. All 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 demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It 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 Seats. Based 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 valid. It 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. This information is readily available on our FAQ page (support.vividseats.com/support/home). We are very pleased that we have been able to resolve this issue with Mr. [redacted] and hope he enjoys his event. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total including all fees, so we are confident in the transparency of our checkout process. This process provides...
customers with multiple opportunities to review the details of an order. Yet, prior to receiving this claim, Vivid Seats has been in contact with Ms. [redacted], and both parties have since found an amicable resolution. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding this order, we encourage her 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 concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]'s concerns around the service and delivery fees, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of these fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After 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 their tickets, delivery and service fees, and the total charge highlighted in red. Ms. [redacted]’s order total was again displayed directly above the place order button with the bolded statement “By clicking “Place Order”, your credit card will be charged $205.45”Based 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 valid. It 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. This information is readily available on our FAQ page (support.vividseats.com/support/home).We also wanted to address Ms. [redacted]’s claim regarding the "face value" of the tickets that she purchased. It should be noted that as a secondary marketplace, we are an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the Terms and Conditions provided at checkout, which 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 tickets. All prices in US Dollars. All sales are final." In addition to this current claim, Ms. [redacted] has also filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active. If Ms. [redacted] has other questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:This business online purchase system has been set up as a bait and switch, which is fraudulent system rigged to display premium seats at a premium price and when the customer hits the submit button, it switches to a lower price, regular seat, I strongly believe this whole organization is fraudulent, set up to get the most money they can for the Sellers, so they can get a high commission after baiting how many customers/victims that it can, not satisfied with their response and lack of initiative in attempting to correct this issue.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events.Our customer placed an order for Section: 227 Row: A and prior to placing their order, agreed to our sales terms and conditions. The seller later notified us that these tickets were no longer available. In the rare occurrence that tickets are no longer available per our sales terms, “All orders are subject to ticket availability. Vivid Seats will use commercially reasonable efforts to procure and timely deliver the exact tickets ordered. 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.” Once the seller informed us that the tickets were no longer available, we immediately reached out to our customer. We spoke with our customer on this matter on 5/16/2017 and offered replacements in Section: 121 R: QQ, an entire section closer, as well as the option to cancel her order entirely. Our customer requested time to evaluate this offer and call us back. When we were later contacted by our customer, they accepted the replacement tickets and the new order was processed. Roughly two hours later our customer reached out to us again requesting to cancel. At this time, our agent clarified that as they had elected to select the replacements and not cancel, we were no longer able to cancel the order as the seller had procured these tickets. The valid tickets in the lower level were delivered on 5/19/2017 prior to our customer’s event which has since passed.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 holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. Additionally, Vivid Seats offered a courtesy resolution in the interest of customer service. However, our customer declined this offer. The valid tickets our customer accepted were delivered prior to their event, which has since passed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats
Thank you for your response regarding this matter. Although Mr. [redacted] is claiming that the venue was verifying that the name on the ticket corresponded with the attendee, the valid tickets Mr. [redacted] received on 3/20/2017, 3/24/2017, and 3/25/2017 via email do not maintain a name. Furthermore, any name printed on tickets simply represents the original purchaser that resold the tickets. This is a common occurrence in the industry as the information is carried over when tickets are resold on the secondary market and are completely transferable.As we have fully addressed Mr. [redacted]’s concerns and provided valid tickets for him to print and bring to his event, which has since passed, we consider this matter closed. Any additional concerns Mr. [redacted] may have regarding his order should be directed to our customer service team.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Jim [redacted]
Complaint: 12205460
I am rejecting this response because:The business keeps repeating the same lies. Ticket scalpers and deceptive business practices.
Sincerely,
Chad [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for Anaheim Ducks at Washington Capitals, they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $385.00 highlighted in bold text. Our website is completely user-driven, meaning all order information is either selected or input directly by customers At this point, 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 checkout. Our 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 tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ you will be charged $385.00. Our customer then proceeded to select “Place Order”, at which time their order was complete. As a secondary marketplace, Vivid Seats is not affiliated with The Anaheim Ducks or Washington Capitals and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Vivid Seats displays all of the information to the order before it is placed and it is accessible to the customer. In regards to the customer's concerns of listing the tickets, it should be noted, we provided them instructions on how to list them along with support to reach a customer support agent for assistance through live chat. As we have addressed the customers concerns we consider this matter closed. If our customer has any further questions, we suggest for them to reach us at our customer service support.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 concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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 holders. In regards to Mr. [redacted]’s issue regarding a different name and issued date being on the tickets they received, it should be noted that this is actually a common occurrence. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name and issued date of the original purchaser. We ensure that this is not an error, but simply information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets. Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Mr. [redacted] to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:The vendor is misrepresenting their settlement offer. Yes they did offer a settlement, however, it is not sufficient as they sold me seats with a limited view. It was not clearly stared until the purchase was completed and the sale was final. This was my first time using this site, it is a bait and switch practice which is dishonest to the core. I want a full refund for my order.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains [redacted] of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. Mr. [redacted] indicated that he was not made aware of the total charge prior to placing his order; this should be noted as inaccurate. When Mr. [redacted] selected the tickets he was interested in for New York [redacted] at Sacramento [redacted], he continued to the Login page which displayed a detailed order summary on the right side which included the price per ticket. After Mr. [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $1,838.07 highlighted in bold, red text prior to entering any payment information. At this point, Mr. [redacted] 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 checkout. Directly below this the message, “By clicking ‘Place Order,’ your credit card will be charged $1,838.07.” 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 final. All prices are listed in US Dollars (USD).” 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 holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] was provided his order total multiple times prior to placing his order and agreed to our sales terms. As such, we consider this matter closed and encourage Mr. [redacted] to contact us with any additional concerns. Regards, Vivid Seats