Vivid Seats LLC

Thank you for reaching out to us regarding 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 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. Ms. [redacted] was 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 in bold text.Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).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, including a sales terms statement displayed at checkout and the bold-text message “All sales are final. All prices are listed in US Dollars (USD).”Ms. [redacted]'s tickets were delivered to her via email within moments of her completion of the purchase, and remain valid for the event. As such, Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase. Additionally, in the interest of customer service we have reached out to her and provided a resolution to this matter that is amicable to both parties. If she has any further questions or concerns, we encourage her to reach out to a member of our customer service team. At this time, we consider this matter resolved.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 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

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

Complaint: 11140135
I am rejecting this response because:
Sincerely,
Cassandra [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. 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 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.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.However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. Our customer has indicated that the tickets they were provided for their event Red Hot Chili Peppers that took place on 10/18/2017 were not valid for entry. After investigating this matter, we have determined that our customer’s order was one such case. Vivid Seats has been in contact with our customer, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that our customer will consider Vivid Seats for their future event ticket needs. If our customer 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. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...

individual ticket holders and amazing live events. As a preliminary matter, although Mr. [redacted] has filed this claim, this order was placed by Ms. [redacted].Mr. [redacted] has stated that there was a data breach and Ms. [redacted]'s information was sent to [redacted]; this is incorrect. Ms. [redacted] placed her order on 6/16/2017 for tickets that were to be delivered via UPS Basic Delivery on or before 5/30/2018; not [redacted]. At no time did we provide information to [redacted] regarding this customer’s order. When Ms. [redacted] contacted us on 6/16/2017 regarding this matter at which time we investigated this claim. With the documentation Ms. [redacted] provided, it appears as though she placed an entirely separate order through [redacted]. Furthermore, the order placed with us was for a listing in Section: 116 Row: 24; the tickets Ms. [redacted] received from [redacted] were in Section 106 and Section 416 in addition to a Parking Pass; this was not included in Ms. [redacted]’s Vivid Seats order. Nevertheless, we attempted to reach out to Ms. [redacted] to provided a resolution in the interest of customer service. However, we have been unsuccessful in contacting her. As such, we encourage Ms. [redacted] to contact us so that we may resolve this matter.Regards,Vivid Seats

Thank you for reaching out to us regarding the concerns of our valued customer, Mr. [redacted]. Mr. [redacted] purchased tickets to see [redacted] on 12/28/2015 This event was later postponed by the artist for a later date. Mr. [redacted] reached out to us about this date change and indicated that...

he would no longer be able to attend. It should be noted that Mr. [redacted]typically would not be able to receive a refund for a postponed event, per the policy agreed to at checkout. This policy is in place with the goal of ensuring that our customers can attend the event they originally selected. We understand that in some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customers. In the interest of customer service, we notified Mr. [redacted] via emailthat orders pertaining to this event were now approved for cancellation. Prior to this the last contact we had with Mr. [redacted] was in June of 2016. We ask that Mr. [redacted] give his financial institution 3-5 business days for his account to reflect this resolution. If Mr. [redacted]has any further questions or concerns regarding this, we welcome him 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. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...

individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once customers select the tickets they are interested in for [redacted] at Florida [redacted], 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 $1,005.00 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 $1,005.00.” 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 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.Prior to receiving this claim we have thoroughly discussed this matter with our customer. We maintain that all order details were sufficiently displayed to our customer prior to placing their order. In addition to this current claim, our customer has 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 it currently stands, we consider this matter closed.Regards,Vivid Seats

Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...

individual ticket holders and amazing live events.Although our customer has indicated that the tickets were not transferred to their account, we would like to provide clarification. Our customer placed their order on 10/12/2017 and their tickets were transferred to the associated account on 10/15/2017. Our customer initially contacted us on 10/18/2017 indicating that they had not received the transfer. At this time, as a courtesy, we offered to contact the seller to attempt to re-transfer tickets to our customer. Since re-transferring tickets is often dependent upon the primary issuer, with which we have no affiliation, this is done as a request. These requests do take time to process and an estimated timeline was disclosed to our customer.Nevertheless, we were in contact with our customer to provide an amicable resolution which was described in detail via an email and discussed via telephone on 10/27/2017. As such, we consider this matter resolved and welcome our customer to contact us directly with any additional questions.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 marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...

individual ticket holders and amazing live events. 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 customer selected the tickets they are interested in for U2 on 6/16/2017. This listing stated, General Admission with the notation, “Paperless Entry: Meet the seller at the venue on the day of the event” with the estimated in hand date of 6/16/2017, the day of the event. Our customer continued to the Login page which displays a detailed order summary reiterating this notation 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. 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 then proceed to submit their order for Paperless Entry.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to placing their order, our customer was notified that their tickets were expected to be delivered on 6/16/2017 as Paperless Entry. Paperless tickets are an increasingly common form of entry into events. This means that tickets are associated with the card used to purchase tickets from the primary market and do not exist in printed form. Occasionally, ticket will be on a prepaid gift card which can be shipped to the customer prior to the event. In other instances, the seller originally purchased the tickets on their credit card and set up a Special Delivery to arrange for the professional seller to escort customers into the event.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As a courtesy, we reached out to the seller to explore the possibility of an expedited delivery. The seller was unable to accommodate this request. As all order details were sufficiently displayed prior to placing their order for their event which has since passed, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats

Complaint: [redacted]
I am rejecting this response because:Vivid rejected my request for a full refund.  Instead forcing four trips to the court house that resulted in a judgement of a full refund plus court costs.  The time to offer a refund...

and call it square has passed.
Sincerely,
[redacted]

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 regarding the concerns of our valued customer. Mr. [redacted]. At Vivid Seats, we always appreciate the opportunity to address any dissatisfaction a customer may experience. 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.Mr. [redacted] has stated that he was not made aware until after completing his purchase that these tickets were for seating in an alcohol-free section. It should be noted that all ticketing information was displayed in multiple locations prior to selecting the tickets, as well as throughout our four-screen checkout process. When Mr. [redacted] clicked on the particular tickets he was interested in, he was presented with a detailed description of all information about his selection. At this time, the note: "Alcohol free section" was stated immediately below the section and row, and above the price, of the tickets he chose. This pertinent information was presented again on the final checkout page, and was available for Mr. [redacted] to review before submitting his order.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 prices in US Dollars. All sales are final.” 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.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 his future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team.Regards,Vivid Seats

Vivid Seats appreciates the opportunity to address Mr. [redacted] 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 safe and transparent checkout processMr. [redacted] contacted us, prior to this complaint, alleging that this was an unauthorized charge on his credit card, a claim that we take very seriously.  In response, our team of dedicated fraud prevention specialists reviewed his order and confirmed that Mr. [redacted] was in fact the purchaser and that his account had not been compromised. In the interest of customer service, we did offer Mr. [redacted] a partial courtesy refund at the time which Mr. [redacted] declined. Given that we have provided a valid ticket to the event, which, it should be noted, Mr. [redacted] has downloaded, we have acted consistent with our agreed-to sales terms and policies in regards to Mr. [redacted] transaction. While our management team is available to handle any additional concerns that Mr. [redacted] may have, we consider this matter closed. Regards,Vivid Seats

Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their 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. When Ms. [redacted] viewed tickets for the “U2 with the Lumineers” event she selected a listing which stated, “Section: 338 Row: 1 Notes: Possible Obstruction, Side View, Limited Side View” and the Estimated Ship Date of 5/19/2017. Ms. [redacted] then continued to the Login page which displayed a detailed order summary on the right side. This summary reiterated these ticket details. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the details and prices of their tickets, delivery and service fees, and the total charge highlighted in bold, red text. This checkout process allowed Ms. [redacted] three opportunities to understand the location of her tickets. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” As sellers often have a large quantity of inventory, it is a common occurrence on the secondary market for simply the section and row to be listed. Additionally, Ms. [redacted] was provided with the Estimated Ship Date prior to placing her order. As Vivid Seats does not own any tickets, the delivery date is set by the seller and often dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. Ms. [redacted] mentioned our 100% Buyer Guarantee to which we would like to provide clarification. This guarantee, which is clarified throughout our website, specifically ensures that customers will receive their valid and authentic tickets prior to their event. 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 sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Prior to receiving this claim, we were in communication with Ms. [redacted] to clarify this information. As Ms. [redacted] was adequately displayed the details of her tickets multiple times prior to placing her order, we consider this matter closed. We encourage Ms. [redacted] to contact us with any additional concerns she may have regarding this matter.  Regards, Vivid Seats

Complaint: 11135291
The exact language from the [redacted] page is [redacted] member [redacted] has been forced to cancel a 21-city tour after undergoing “unexpected” hip replacement surgery.The 76-year-old had announced the extensive tour schedule in mid-January. According to a message shared on [redacted]’ [redacted] page, “ticket buyers are encouraged to contact local venues and authorized ticketing platforms regarding refunds.The tickets that I purchased were basically scalped tickets.  The face value of the tickets is only $170 and yet Vivid Seats charged over $450 for the tickets.  The scheduled concert was cancelled according to [redacted] website. I notified Vivid Seats immediately with the notification from the [redacted] site..  I had a similar situation with ETIX in Chattanooga and they refunded my tickets, no questions asked. All buyers should beware of the tactics used by Vivid Seats.
Sincerely,
Vanessa [redacted]

Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...

individual ticket holders and amazing live events. Although our customer has stated that the main performer cancelled, this is incorrect. The headliner for this event was [redacted], not [redacted].Due to the nature of our business on the 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. As such, we do not follow the primary market's policies. 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. The policies stated, and agreed to by every customer prior to placing their order, clearly state, "If an event is canceled, you will be given a full refund. If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund." Nevertheless, prior to receiving this claim from our customer, we have addressed their concerns and reached an amicable resolution. As such, we consider this matter resolved.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 process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in our process.Ms. [redacted] first package was shipped on 4/11/2017 and she received an email with the tracking details, including the UPS tracking number: [redacted]. These tickets were attempted to be delivered on 4/13/2017 but the receiver was not available. The package was later classified as lost according to UPS. At this time, Vivid Seats reached out to UPS to attempt to locate the tracking. Simultaneously, we reached out to the seller to explore the possibility of reissuing the festival passes. The seller later notified us that they would be unable to fulfill this request. As a result, we reached out to Ms. [redacted] on 4/19/2017 around 11:30 AM CST to offer replacement tickets as well as the option to cancel. As Ms. [redacted] stated, she accepted replacement ticket which was confirmed by another seller shortly thereafter and Ms. [redacted] received an email with the UPS tracking number of 1Z14YY912994819739. Ms. [redacted] later contacted us around 2:00 PM CST requesting to cancel her order. At this time, our agent explained that as she had agreed to the replacements, our “all sales are final” policy, and her new tickets were scheduled to be delivered the following day we were unable to cancel. Our agent offered to ship the package to a pick-up location closer to the venue though Ms. [redacted] declined. Ms. [redacted] tickets were set to be delivered on 4/20/2017 though, again, the receiver was unavailable. UPS then held Ms. [redacted] tickets at a UPS Access Point 8 minutes from the shipping address prior to her event on 4/21/2017.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. It should also be noted that our sales terms, which Ms. [redacted] agreed to when placing her order, state that tickets may be delivered for “any order up to one (1) hour prior to the event.”As Ms. [redacted] tickets had multiple delivery attempts and were awaiting her pick up prior to her event, we have fully adhered to our sales terms. Prior to receiving this claim we thoroughly discussed this matter with Ms. [redacted] and offered a courtesy resolution. This offer was made in the interest of customer service though Ms. [redacted] declined. As such, we consider this matter closed. If Ms. [redacted] has any additional concerns, we welcome her to contact our customer service department.Regards,Vivid Seats