Thank you for reaching out to us. We have been in contact with Ms. [redacted] and while we still maintain that we are not at fault, in the interest of customer service we were able to find an amicable resolution. As such, we consider this matter resolved, and 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 providing this response. As we previously stated, our four-step checkout process sufficiently provides customers with multiple opportunities to review the details of their order. The event details were restated on the event, ticket listing, login, and checkout page. Vivid Seats guarantees our customer's tickets will be in the section and row selected, or one comparable. No order can be placed on our site without the customer having been presented with, and agree to, the order total including all fees. It should also be noted that, within the seller terms, occasionally customers may list tickets without maintaining the exact seat numbers. Nevertheless, in the interest of customer service, Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If 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. [redacted]. 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. Ms. [redacted] placed this order with us on 5/10/2016 for two tickets to the 2016 Desert Trip. Though Ms. [redacted] was presented with her order details and agreed to our sales terms, we later received a dispute from Ms. [redacted]’s credit card company regarding this transaction on 5/31/2016. Though the dispute initially ruled in our favor, we later received a Pre-Arbitration. Due to the nature of this standing, Vivid Seats had not received further information regarding the results of the dispute. As such, we encouraged Ms. [redacted] to contact her bank regarding this matter when she contacted us on 10/14/2016. We have since reached out to our payment partner who has informed Vivid Seats that, though we have not received further information from Ms. [redacted]’s financial institution, this dispute was ultimately ruled in our favor. Due to the timing of the dispute Ms. [redacted] filed overlapping with the event with which she purchased tickets for, we are able to offer partial compensation. At this time, we consider this matter closed and suggest Ms. [redacted] contact our customer service with any additional concerns she may have regarding her order. Regards, Vivid Seats
Thank you for this reply. As we have thoroughly clarified our sales terms and conditions and attempted to contact our customer in addition to leaving a voicemail on 9/22/2017, we consider this matter closed. As we have stated, we are willing to step outside of the agreed to terms in the interest of customer service should our customer wish to discuss this matter. We encourage the cardholder on the order to contact us if they wish to reach an amicable resolution; however, at this time, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:I have nothing else to say. I want my $800 back in full. Then I will consider this matter closed.
Sincerely,
[redacted]
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. To address Ms.[redacted] concerns regarding her seating location, it should be known that 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. As such, any last-minute decisions regarding the athlete's bench locations are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations are clearly stated in the Sales Terms and Conditions that Ms.[redacted] agreed upon when submitting their order: “Vivid Seats is acting as a ticket marketplace. This means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live events. It also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing group. Vivid Seats is not representing any official organizer of the events listed.” These terms also state our policy regarding changes that a venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We can confirm that Ms.[redacted] did receive tickets for seats in the section and row they requested. Additionally, as venues typically do not issue refunds to the original purchaser in the event of a seating change, we cannot hold the seller accountable for Ms.[redacted]'s claim. We have been in contact with Ms.[redacted] regarding this issue, and have yet to reach an amicable resolution at this time. Our management team is available to handle any additional concerns that Ms.[redacted] may have. We have been consistent in our sales terms and conditions; as it presently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for your response. We attempted to reach Ms. [redacted] to discuss an amicable resolution, however, as Ms. [redacted] has stated, she has 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, and we advise Ms. [redacted] to reach out to their bank in regards to its outcome.
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.On 01/29/2016, Ms. [redacted] purchased tickets to see [redacted] on 2/20/16. This event was later rescheduled by the artist and/or venue for 9/25/16. On 2/12/16, we contacted Ms. [redacted] to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. [redacted] cannot receive a refund for rescheduled events per the agreed-to policies at checkout. Event date and times are subject to change. No refunds can be given for any reason other than cancellation of the event or failure to timely deliver valid tickets. The tickets Ms. [redacted] purchased for the event are still valid for entry for the rescheduled date and as such, since the tickets are still valid the order cannot be refunded due to a contractual obligation to the seller of the tickets. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. This information is provided in our sales terms and conditions (http://www.vividseats.com/terms.html). We have been in contact with Ms. [redacted] regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Ms. [redacted] may have, 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 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 service 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. 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. 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where 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.”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 Ms. [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 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.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. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly. However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Mr. ***’s order was one such case. Vivid Seats has been in contact with Mr. *** and have issued a full refund per our 100% Buyer Guarantee. As such, we consider this matter resolved, and hope that Mr. *** will consider Vivid Seats for their future event ticket needs. If 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 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 one of the largest seller networks in the industry.For events listed on the Vivid Seats...
website, we display venue seating charts designed to give customers a map of specific seating locations. Additionally, sellers often provide the same information that is listed on the ticket in the “Notes” section of the ticket listing posted on our site. As Mr. [redacted] stated the ticket listing which he selected was notated as an obstructive view. 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. As such, any last-minute decisions regarding production equipment are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations were made clear in the Sales Terms and Conditions Ms. [redacted] agreed upon when submitting their order: “In certain instances, a venue, promoter, or any entity putting on the event will require a ticket holder to relocate his or her seat or otherwise change the seating configuration in a manner beyond Vivid Seat's control. Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” These terms also state our policy regarding changes that a venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” Nevertheless, we contacted Mr. [redacted] on 3/8/2017 and 3/10/2017 prior to receiving this claim to offer two courtesy resolutions. These offers were made in the interest of customer service in an attempt to reach an amicable resolution; however, Mr. [redacted] declined both offers. We can confirm that Mr. and Ms. [redacted] did receive tickets for seats in the section and row they requested therefore we have adhered to our sales terms. If Mr. or Ms. [redacted] would like to accept our offer, we encourage them to contact our customer service as we have a manager standing by to assist.Regards,Vivid Seats
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. Prior to placing their order, on the checkout page, our customer was presented with the message, “I agree to the Vivid Seats terms and conditions,” and selected a check box that that is required 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.” Nevertheless, we understand the unique circumstances which occurred at this event. As such, we have attempted to contact our customer to provide a one-time courtesy resolution but have been unsuccessful in reaching them. At this time, we consider this matter resolved. If our customer would like to further discuss this matter, we welcome them to contact our customer service department.Regards,Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer Ms. Arnold. We appreciate the opportunity to address her concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect fans with...
individual ticket holders and amazing live events. To this end, we are 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 all ticket details, 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. Once customers select the tickets they are interested in for Ro James, they continue 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 $206.28 highlighted in bold text. 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 “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $206.28.” 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 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. 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 has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 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.
I actually do NOT find the response satisfactory. However, I was able to get a partial refund offered to me from vivid seats for this matter by alternative means. So I would simply close this complaint.
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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process.When our customer placed their order for an event on 10/22/2017, they were sufficiently notified that their estimated In-Hand Date was 10/21/2017. The date provided is set by the seller on the purchase and is often dependent upon the primary issuer of the tickets with which we have no affiliation and therefore lies outside of our purview. When placing the order, our customer was required to agree to our sales terms and conditions, "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.” Our customer then selected a check box agreeing to these terms and proceeded to submit their order.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. Additionally, just as our customer's information remains private from the seller, the same privacy is provided to the seller.Our customer stated that are unable to list their tickets until they have them in-hand; this is inaccurate. Prior to receiving this claim we discussed this matter with our customer thoroughly. At this time, we clarified that fan sellers are able to list tickets on our site, as well as others, that they may not have in-hand yet. Additional information regarding the listing of tickets is available in the Seller FAQs portion of our site. As we have fully addressed our customer's concerns, we consider this matter closed. If our customer has any further concerns regarding their order, we welcome them to contact our customer service or seller services department accordingly.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: As discussed with Vivid Seats, I can send a screen shot over of my call log on my cellphone showing 4 outgoing calls on October 8th to try and get ahold of the company. When I called, I could not get past the automated system as I did not have an order number. The system did not recognize my phone number either. I did not bother sending an email because the website said it would take up to 24 hrs for a response, and the game was later that day. I finally gave up trying to call and purchased tickets separately. I did not accept the initial offer because I would like to have at least one ticket refunded for all of the hassle I went through.
Sincerely,
[redacted]
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. 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. 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that typically we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where 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.”Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved. 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 getting back to us regarding this issue. As we previously stated, after Mrs. [redacted] selected her tickets and entered her email address to create an account, she was taken to the Checkout page. This page features an in-depth order summary located on the right side of the screen that clearly displays the delivery and service fees, number and prices of tickets, and the total charge highlighted in red. Mrs. [redacted]’s order total was also shown directly above the place order button. This service fee is standard in the industry and covers the operating costs of our marketplace and compensates our team for offering a platform for customers such as Mrs. [redacted] to purchase tickets to live events. We have attempted many times to reach out to Ms. [redacted] to walk her through the checkout process and have been unable to reach her. Accordingly, we consider this matter closed.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.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. 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.Regarding Ms. [redacted]'s statement about the estimated ship date of these tickets, we should note that this was provided and available prior to her completing her purchase. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their Estimated Ship Date, so we are confident in the transparency of our checkout process. Our checkout process provides each customer several opportunities to view all details of an order, including the Estimated Ship Date, prior to purchase. In Ms. [redacted]’s case, the Estimated Ship Date of 3/3/17 was provided at ticket selection and each step prior to her placing the order. As a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery date. Rather, the Estimated Ship Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. This information was clearly presented to Ms. [redacted] before she submitted her order.Ms. [redacted] has mentioned that she had difficulty relisting these tickets to sell. 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 all correspondence. Ms. [redacted] did not contact us prior to this complaint to assist her with these matters or her concerns regarding the ship date for her tickets. In addition to this complaint, Ms. [redacted] has filed a dispute with her 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. [redacted] to contact their financial institution with any questions regarding its process or outcome.Regards, Vivid Seats
Thank you for reaching out to us. We have been in contact with Ms. [redacted] and while we still maintain that we are not at fault, in the interest of customer service we were able to find an amicable resolution. As such, we consider this matter resolved, and 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 providing this response. As we previously stated, our four-step checkout process sufficiently provides customers with multiple opportunities to review the details of their order. The event details were restated on the event, ticket listing, login, and checkout page. Vivid Seats guarantees our customer's tickets will be in the section and row selected, or one comparable. No order can be placed on our site without the customer having been presented with, and agree to, the order total including all fees. It should also be noted that, within the seller terms, occasionally customers may list tickets without maintaining the exact seat numbers. Nevertheless, in the interest of customer service, Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If 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. [redacted]. 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. Ms. [redacted] placed this order with us on 5/10/2016 for two tickets to the 2016 Desert Trip. Though Ms. [redacted] was presented with her order details and agreed to our sales terms, we later received a dispute from Ms. [redacted]’s credit card company regarding this transaction on 5/31/2016. Though the dispute initially ruled in our favor, we later received a Pre-Arbitration. Due to the nature of this standing, Vivid Seats had not received further information regarding the results of the dispute. As such, we encouraged Ms. [redacted] to contact her bank regarding this matter when she contacted us on 10/14/2016. We have since reached out to our payment partner who has informed Vivid Seats that, though we have not received further information from Ms. [redacted]’s financial institution, this dispute was ultimately ruled in our favor. Due to the timing of the dispute Ms. [redacted] filed overlapping with the event with which she purchased tickets for, we are able to offer partial compensation. At this time, we consider this matter closed and suggest Ms. [redacted] contact our customer service with any additional concerns she may have regarding her order. Regards, Vivid Seats
Thank you for this reply. As we have thoroughly clarified our sales terms and conditions and attempted to contact our customer in addition to leaving a voicemail on 9/22/2017, we consider this matter closed. As we have stated, we are willing to step outside of the agreed to terms in the interest of customer service should our customer wish to discuss this matter. We encourage the cardholder on the order to contact us if they wish to reach an amicable resolution; however, at this time, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:I have nothing else to say. I want my $800 back in full. Then I will consider this matter closed.
Sincerely,
[redacted]
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. To address Ms.[redacted] concerns regarding her seating location, it should be known that 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. As such, any last-minute decisions regarding the athlete's bench locations are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations are clearly stated in the Sales Terms and Conditions that Ms.[redacted] agreed upon when submitting their order: “Vivid Seats is acting as a ticket marketplace. This means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live events. It also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing group. Vivid Seats is not representing any official organizer of the events listed.” These terms also state our policy regarding changes that a venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We can confirm that Ms.[redacted] did receive tickets for seats in the section and row they requested. Additionally, as venues typically do not issue refunds to the original purchaser in the event of a seating change, we cannot hold the seller accountable for Ms.[redacted]'s claim. We have been in contact with Ms.[redacted] regarding this issue, and have yet to reach an amicable resolution at this time. Our management team is available to handle any additional concerns that Ms.[redacted] may have. We have been consistent in our sales terms and conditions; as it presently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for your response. We attempted to reach Ms. [redacted] to discuss an amicable resolution, however, as Ms. [redacted] has stated, she has 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, and we advise Ms. [redacted] to reach out to their bank in regards to its outcome.
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.On 01/29/2016, Ms. [redacted] purchased tickets to see [redacted] on 2/20/16. This event was later rescheduled by the artist and/or venue for 9/25/16. On 2/12/16, we contacted Ms. [redacted] to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. [redacted] cannot receive a refund for rescheduled events per the agreed-to policies at checkout. Event date and times are subject to change. No refunds can be given for any reason other than cancellation of the event or failure to timely deliver valid tickets. The tickets Ms. [redacted] purchased for the event are still valid for entry for the rescheduled date and as such, since the tickets are still valid the order cannot be refunded due to a contractual obligation to the seller of the tickets. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. This information is provided in our sales terms and conditions (http://www.vividseats.com/terms.html). We have been in contact with Ms. [redacted] regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Ms. [redacted] may have, 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 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 service 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. 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. 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where 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.”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 Ms. [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 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.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. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer Guarantee. This guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refund. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly. However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Mr. ***’s order was one such case. Vivid Seats has been in contact with Mr. *** and have issued a full refund per our 100% Buyer Guarantee. As such, we consider this matter resolved, and hope that Mr. *** will consider Vivid Seats for their future event ticket needs. If 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 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 one of the largest seller networks in the industry.For events listed on the Vivid Seats...
website, we display venue seating charts designed to give customers a map of specific seating locations. Additionally, sellers often provide the same information that is listed on the ticket in the “Notes” section of the ticket listing posted on our site. As Mr. [redacted] stated the ticket listing which he selected was notated as an obstructive view. 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. As such, any last-minute decisions regarding production equipment are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations were made clear in the Sales Terms and Conditions Ms. [redacted] agreed upon when submitting their order: “In certain instances, a venue, promoter, or any entity putting on the event will require a ticket holder to relocate his or her seat or otherwise change the seating configuration in a manner beyond Vivid Seat's control. Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” These terms also state our policy regarding changes that a venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” Nevertheless, we contacted Mr. [redacted] on 3/8/2017 and 3/10/2017 prior to receiving this claim to offer two courtesy resolutions. These offers were made in the interest of customer service in an attempt to reach an amicable resolution; however, Mr. [redacted] declined both offers. We can confirm that Mr. and Ms. [redacted] did receive tickets for seats in the section and row they requested therefore we have adhered to our sales terms. If Mr. or Ms. [redacted] would like to accept our offer, we encourage them to contact our customer service as we have a manager standing by to assist.Regards,Vivid Seats
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. Prior to placing their order, on the checkout page, our customer was presented with the message, “I agree to the Vivid Seats terms and conditions,” and selected a check box that that is required 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.” Nevertheless, we understand the unique circumstances which occurred at this event. As such, we have attempted to contact our customer to provide a one-time courtesy resolution but have been unsuccessful in reaching them. At this time, we consider this matter resolved. If our customer would like to further discuss this matter, we welcome them to contact our customer service department.Regards,Vivid Seats
Thank you for contacting us in reference to the concerns of our valued customer Ms. Arnold. We appreciate the opportunity to address her concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect fans with...
individual ticket holders and amazing live events. To this end, we are 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 all ticket details, 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. Once customers select the tickets they are interested in for Ro James, they continue 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 $206.28 highlighted in bold text. 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 “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $206.28.” 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 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. 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 has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. 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.
I actually do NOT find the response satisfactory. However, I was able to get a partial refund offered to me from vivid seats for this matter by alternative means. So I would simply close this complaint.
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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process.When our customer placed their order for an event on 10/22/2017, they were sufficiently notified that their estimated In-Hand Date was 10/21/2017. The date provided is set by the seller on the purchase and is often dependent upon the primary issuer of the tickets with which we have no affiliation and therefore lies outside of our purview. When placing the order, our customer was required to agree to our sales terms and conditions, "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.” Our customer then selected a check box agreeing to these terms and proceeded to submit their order.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. Additionally, just as our customer's information remains private from the seller, the same privacy is provided to the seller.Our customer stated that are unable to list their tickets until they have them in-hand; this is inaccurate. Prior to receiving this claim we discussed this matter with our customer thoroughly. At this time, we clarified that fan sellers are able to list tickets on our site, as well as others, that they may not have in-hand yet. Additional information regarding the listing of tickets is available in the Seller FAQs portion of our site. As we have fully addressed our customer's concerns, we consider this matter closed. If our customer has any further concerns regarding their order, we welcome them to contact our customer service or seller services department accordingly.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because: As discussed with Vivid Seats, I can send a screen shot over of my call log on my cellphone showing 4 outgoing calls on October 8th to try and get ahold of the company. When I called, I could not get past the automated system as I did not have an order number. The system did not recognize my phone number either. I did not bother sending an email because the website said it would take up to 24 hrs for a response, and the game was later that day. I finally gave up trying to call and purchased tickets separately. I did not accept the initial offer because I would like to have at least one ticket refunded for all of the hassle I went through.
Sincerely,
[redacted]
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. 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. 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 means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that typically we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where 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.”Vivid Seats has been in contact with Mr. [redacted], and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved. 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 getting back to us regarding this issue. As we previously stated, after Mrs. [redacted] selected her tickets and entered her email address to create an account, she was taken to the Checkout page. This page features an in-depth order summary located on the right side of the screen that clearly displays the delivery and service fees, number and prices of tickets, and the total charge highlighted in red. Mrs. [redacted]’s order total was also shown directly above the place order button. This service fee is standard in the industry and covers the operating costs of our marketplace and compensates our team for offering a platform for customers such as Mrs. [redacted] to purchase tickets to live events. We have attempted many times to reach out to Ms. [redacted] to walk her through the checkout process and have been unable to reach her. Accordingly, we consider this matter closed.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.
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. 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.Regarding Ms. [redacted]'s statement about the estimated ship date of these tickets, we should note that this was provided and available prior to her completing her purchase. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their Estimated Ship Date, so we are confident in the transparency of our checkout process. Our checkout process provides each customer several opportunities to view all details of an order, including the Estimated Ship Date, prior to purchase. In Ms. [redacted]’s case, the Estimated Ship Date of 3/3/17 was provided at ticket selection and each step prior to her placing the order. As a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery date. Rather, the Estimated Ship Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. This information was clearly presented to Ms. [redacted] before she submitted her order.Ms. [redacted] has mentioned that she had difficulty relisting these tickets to sell. 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 all correspondence. Ms. [redacted] did not contact us prior to this complaint to assist her with these matters or her concerns regarding the ship date for her tickets. In addition to this complaint, Ms. [redacted] has filed a dispute with her 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. [redacted] to contact their financial institution with any questions regarding its process or outcome.Regards, Vivid Seats