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 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. Our site is completely user-driven meaning all order details are either selected or input by the customer. Our customer was provided the opportunity to adjust the quantity selected on the ticket listing, Login, and Checkout pages. Additionally, their complete itemized order breakdown was provided prior to entering any payment information. On the checkout page, 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,’ your credit card will be charged $145.00.” 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 event 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 typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Nevertheless, 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 and, 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 regarding this issue, 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. In regards to her statement, we kept Ms. [redacted] updated during this process and the tickets were successfully delivered by UPS prior to the event, in accordance with our Sales Terms and Conditions. As 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 while this remains active. We hope Ms. [redacted] was able to enjoy her event; as it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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.Our customer has stated their tickets were Will Call, this is incorrect. 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. When our customer selected the listing they were interest in, the selected one that clearly stated Email Delivery. Once the listing was selected our customer continued to the Login page where an additional order summary was provided on the right side. Once an email address was provided, our customer continued to the Shipping & Delivery portion of checkout. Here, our customer selected Email Delivery as the shipping method, not Will Call. On the checkout page, an even more in-depth order summary that displays the number and prices of their tickets, email delivery and service fees, and the total charge 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, “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 proceeded to place their order on 6/26/2017 at 6:05 PM CST.Our customer immediately received an order summary email and a second email with the subject line “Your Tickets Are Ready To Print.” This email also stated in bold text, “You must print out the PDF document to gain entry. This email is not a ticket for entry into the event.” As we stated, our customer’s valid tickets were delivered at 6:05 PM CST prior to their event which took place at 7:30 PM CST. However, our records verify that our customer did not download these tickets until after the event had passed on 6/27/2017 at 12:56 AM CST.Prior to receiving this claim we have thoroughly discussed this matter with our customer to provide clarification. In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As the tickets our customer selected were never classified as Will Call and were delivered prior to their event, which has since passed, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us about this matter. At Vivid Seats, we value our customers and sincerely appreciate this opportunity to address Ms. [redacted]'s concerns. It should be noted that Vivid Seats is an online resale marketplace, which means that we do not own or generate...
tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. We're committed to providing the best customer service and simple, transparent policies.All tickets purchased through Vivid Seats are given the full protection on our 100% Buyer Guarantee, which ensures that they are authentic and valid for entry to their respective events. In the rare instance that we do receive a report of an issue using tickets, we conduct a full investigation into the matter. To this end, we contacted Ms. [redacted] in an attempt to obtain a detailed account of the difficulty she experienced at the venue. Additionally, we sent an email to Ms. [redacted] conveying our concern and our intent to investigate the occurrence. Featured in this email was the following statement: "In order for us to conduct our investigation successfully, please contact us within 3 business days by calling [redacted], or via Live Chat, to speak to a manager about your order." However, we did not receive a response from Ms. [redacted]. After the clearly-communicated amount of time had passed with no contact from the customer, we concluded our investigation into the matter. The customer reported this issue on 8/1/16 and we attempted to resolve the issue immediately, on 8/2/16, but no further response was received from the customer until 08/22/16, at which time our customer service team provided these details to Ms. [redacted].It should also be noted that in addition to this current claim, Ms. [redacted] has filed a dispute with her financial institution regarding this transaction. We are unable to provide an immediate resolution to this matter while this dispute remains active, and encourage our customer to follow up with her financial institution with any questions relating to the dispute. Vivid Seats fully stands behind our 100% Buyer Guarantee, which ensures that tickets will be valid for entry to the event, and we will be happy to re-open our investigation if Ms. [redacted] should be interested. As it presently stands, we consider this matter resolved. 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
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. 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 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 15 February 2016, Ms[redacted] purchased tickets to see Beyonce on 7 May 2016. She received an email shortly after placing her order that the tickets estimated delivery date was 3 May 2016. Due to a venue delay, the tickets for this event were not released to the original purchasers until 48 hours prior to showtime. Per our 100% Buyer's Guarantee, we ensure customers will receive valid tickets in time for the event, and on 5 May 2016, we emailed Ms[redacted] her tickets for the event. The tickets provided were downloadable PDFs that were required to be printed ahead of the event. We attempted to call Ms[redacted] on multiple occasions to remind her to download the tickets but were only able to leave a voice message. Per our 100% Buyer Guarantee, the order was fulfilled according to company policy and Ms[redacted] was provided valid tickets to her event. 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. 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.” Ms[redacted] was provided valid tickets for entry and we made multiple attempts to assist her with her tickets. Vivid Seats operates our own customer service department and we encourage Ms[redacted] to utilize this resource for any additional concerns. As it stands, we consider this matter closed. Regards,Vivid Seats
Thank you for your response. Vivid Seats maintains that the Ms. [redacted]’s order has been filled correctly. in accordance to our sales terms which state, "Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion.”Ms. [redacted] has indicated that Vivid Seats purchases tickets; this is inaccurate. As we previously clarified, we operate on the secondary marketplace. This means that individual sellers own the tickets which are listed our site; Vivid Seats simply acts as an intermediary between fans and ticket holders. This also means that sellers select the price which tickets are listed at based on factors such as customer demand and market value, not face value. Additionally, as we mentioned in our initial response, Ms. [redacted] was clearly notified that her tickets would be “within the listed zone or section listed or one comparable.” This notation was provided on the ticket listing page, Login page, and Checkout page.Vivid Seats has thoroughly addressed Ms. [redacted]’s concerns and provided valid tickets prior to her event occurring on 3/4/2017. As such, we consider this matter closed.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
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 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
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, 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. In regards to Mr. [redacted] issue regarding a different name being on the tickets they received, it should be noted that because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and therefore display the name of the original purchaser. This is standard practice throughout the industry, the name simply being 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. 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. 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.” We have been in contact with Mr. [redacted] regarding his concerns and have reiterated our policies as well as our 100% Buyer Guarantee (http://www.vividseats.com/guarantee.html). Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter closed.Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Our mission is to connect customers...
with individual ticket holders and amazing live events. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; 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 that their listings are legitimate and distributed properly. 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. [redacted]’s order was one such case. Vivid Seats has been in contact with 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 him 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. 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 bringing this matter to our attention. At Vivid Seats, we value our customers and appreciate this opportunity to address Ms. [redacted]'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 order and pricing 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. Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industry. This policy is 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).”Regarding Ms. [redacted]’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. She was then required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of her tickets, the delivery and service fees, and the total charge.With regard to her claim that she was due to receive a partial refund, we would like to provide clarification. Although she is not due a refund per the Sales Terms and Conditions to which she agreed prior to checkout, in the interest of customer service we did offer to provide a courtesy resolution to this matter. However, Ms. [redacted] indicated at that time that this resolution was unsatisfactory to her. When she again inquired about a resolution to this matter at a later date, our customer service team detailed the previously offered resolution and invited her to call in and discuss this with a manager; however, no further contact was received from Ms. [redacted].Ms. [redacted]'s valid, authentic tickets were delivered to her via UPS on 8/17/16, and we sincerely hope that she has a fantastic experience attending the event. If she would like to discuss a resolution, or if she has any further questions or concerns, we encourage Ms. [redacted] to contact our customer service team. At this time, 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.
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, 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
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 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. Our site is completely user-driven meaning all order details are either selected or input by the customer. Our customer was provided the opportunity to adjust the quantity selected on the ticket listing, Login, and Checkout pages. Additionally, their complete itemized order breakdown was provided prior to entering any payment information. On the checkout page, 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,’ your credit card will be charged $145.00.” 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 event 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 typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Nevertheless, 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 and, 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 regarding this issue, 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. In regards to her statement, we kept Ms. [redacted] updated during this process and the tickets were successfully delivered by UPS prior to the event, in accordance with our Sales Terms and Conditions. As 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 while this remains active. We hope Ms. [redacted] was able to enjoy her event; as it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. 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.Our customer has stated their tickets were Will Call, this is incorrect. 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. When our customer selected the listing they were interest in, the selected one that clearly stated Email Delivery. Once the listing was selected our customer continued to the Login page where an additional order summary was provided on the right side. Once an email address was provided, our customer continued to the Shipping & Delivery portion of checkout. Here, our customer selected Email Delivery as the shipping method, not Will Call. On the checkout page, an even more in-depth order summary that displays the number and prices of their tickets, email delivery and service fees, and the total charge 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, “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 proceeded to place their order on 6/26/2017 at 6:05 PM CST.Our customer immediately received an order summary email and a second email with the subject line “Your Tickets Are Ready To Print.” This email also stated in bold text, “You must print out the PDF document to gain entry. This email is not a ticket for entry into the event.” As we stated, our customer’s valid tickets were delivered at 6:05 PM CST prior to their event which took place at 7:30 PM CST. However, our records verify that our customer did not download these tickets until after the event had passed on 6/27/2017 at 12:56 AM CST.Prior to receiving this claim we have thoroughly discussed this matter with our customer to provide clarification. In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. We have addressed this, and the dispute was ultimately ruled in our favor. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As the tickets our customer selected were never classified as Will Call and were delivered prior to their event, which has since passed, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us about this matter. At Vivid Seats, we value our customers and sincerely appreciate this opportunity to address Ms. [redacted]'s concerns. It should be noted that Vivid Seats is an online resale marketplace, which means that we do not own or generate...
tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. We're committed to providing the best customer service and simple, transparent policies.All tickets purchased through Vivid Seats are given the full protection on our 100% Buyer Guarantee, which ensures that they are authentic and valid for entry to their respective events. In the rare instance that we do receive a report of an issue using tickets, we conduct a full investigation into the matter. To this end, we contacted Ms. [redacted] in an attempt to obtain a detailed account of the difficulty she experienced at the venue. Additionally, we sent an email to Ms. [redacted] conveying our concern and our intent to investigate the occurrence. Featured in this email was the following statement: "In order for us to conduct our investigation successfully, please contact us within 3 business days by calling [redacted], or via Live Chat, to speak to a manager about your order." However, we did not receive a response from Ms. [redacted]. After the clearly-communicated amount of time had passed with no contact from the customer, we concluded our investigation into the matter. The customer reported this issue on 8/1/16 and we attempted to resolve the issue immediately, on 8/2/16, but no further response was received from the customer until 08/22/16, at which time our customer service team provided these details to Ms. [redacted].It should also be noted that in addition to this current claim, Ms. [redacted] has filed a dispute with her financial institution regarding this transaction. We are unable to provide an immediate resolution to this matter while this dispute remains active, and encourage our customer to follow up with her financial institution with any questions relating to the dispute. Vivid Seats fully stands behind our 100% Buyer Guarantee, which ensures that tickets will be valid for entry to the event, and we will be happy to re-open our investigation if Ms. [redacted] should be interested. As it presently stands, we consider this matter resolved. 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
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. 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 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 15 February 2016, Ms[redacted] purchased tickets to see Beyonce on 7 May 2016. She received an email shortly after placing her order that the tickets estimated delivery date was 3 May 2016. Due to a venue delay, the tickets for this event were not released to the original purchasers until 48 hours prior to showtime. Per our 100% Buyer's Guarantee, we ensure customers will receive valid tickets in time for the event, and on 5 May 2016, we emailed Ms[redacted] her tickets for the event. The tickets provided were downloadable PDFs that were required to be printed ahead of the event. We attempted to call Ms[redacted] on multiple occasions to remind her to download the tickets but were only able to leave a voice message. Per our 100% Buyer Guarantee, the order was fulfilled according to company policy and Ms[redacted] was provided valid tickets to her event. 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. 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.” Ms[redacted] was provided valid tickets for entry and we made multiple attempts to assist her with her tickets. Vivid Seats operates our own customer service department and we encourage Ms[redacted] to utilize this resource for any additional concerns. As it stands, we consider this matter closed. Regards,Vivid Seats
Thank you for your response. Vivid Seats maintains that the Ms. [redacted]’s order has been filled correctly. in accordance to our sales terms which state, "Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion.”Ms. [redacted] has indicated that Vivid Seats purchases tickets; this is inaccurate. As we previously clarified, we operate on the secondary marketplace. This means that individual sellers own the tickets which are listed our site; Vivid Seats simply acts as an intermediary between fans and ticket holders. This also means that sellers select the price which tickets are listed at based on factors such as customer demand and market value, not face value. Additionally, as we mentioned in our initial response, Ms. [redacted] was clearly notified that her tickets would be “within the listed zone or section listed or one comparable.” This notation was provided on the ticket listing page, Login page, and Checkout page.Vivid Seats has thoroughly addressed Ms. [redacted]’s concerns and provided valid tickets prior to her event occurring on 3/4/2017. As such, we consider this matter closed.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
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 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
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, 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. In regards to Mr. [redacted] issue regarding a different name being on the tickets they received, it should be noted that because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and therefore display the name of the original purchaser. This is standard practice throughout the industry, the name simply being 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. 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. 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.” We have been in contact with Mr. [redacted] regarding his concerns and have reiterated our policies as well as our 100% Buyer Guarantee (http://www.vividseats.com/guarantee.html). Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it presently stands, we consider this matter closed.Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Our mission is to connect customers...
with individual ticket holders and amazing live events. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; 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 that their listings are legitimate and distributed properly. 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. [redacted]’s order was one such case. Vivid Seats has been in contact with 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 him 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. 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 bringing this matter to our attention. At Vivid Seats, we value our customers and appreciate this opportunity to address Ms. [redacted]'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 order and pricing 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. Because our customers are purchasing tickets owned by individual sellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer cancellations and must adhere to an "all sales are final" policy—a standard throughout the industry. This policy is 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).”Regarding Ms. [redacted]’s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. She was then required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, Ms. [redacted] saw an even more in-depth order summary that displayed the quantity and prices of her tickets, the delivery and service fees, and the total charge.With regard to her claim that she was due to receive a partial refund, we would like to provide clarification. Although she is not due a refund per the Sales Terms and Conditions to which she agreed prior to checkout, in the interest of customer service we did offer to provide a courtesy resolution to this matter. However, Ms. [redacted] indicated at that time that this resolution was unsatisfactory to her. When she again inquired about a resolution to this matter at a later date, our customer service team detailed the previously offered resolution and invited her to call in and discuss this with a manager; however, no further contact was received from Ms. [redacted].Ms. [redacted]'s valid, authentic tickets were delivered to her via UPS on 8/17/16, and we sincerely hope that she has a fantastic experience attending the event. If she would like to discuss a resolution, or if she has any further questions or concerns, we encourage Ms. [redacted] to contact our customer service team. At this time, 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.
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, 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