Complaint: [redacted]
I am rejecting this response because:As I have noted in my prior replies, I confirmed each sale that required confirmation and I performed this confirmation in a matter that was confirmed by Vivid Seats to be appropriate. As such, I did indeed comply with the Seller Terms and Conditions that Vivid Seats refers to in their replies.Vivid Seats acknowledged in a prior reply that they DID confirm to me via telephone that I properly confirmed my August 31st sale. Vivid Seats also agreed to pay for this sale; however, they have no reimbursed me as of this reply date.Vivid Seats, however, has failed to reply to the fact that I confirmed each of my sales in an IDENTICAL process which is a process which they confirmed via telephone after the August 31st sale. Vivid Seats has only acknowledged that this confirmation was in error. They have not acknowledged or rebutted how I, as a seller, was to know that I was not confirming my sales properly given their representatives confirmation to me.Vivid Seats also has failed to reply to my questioning of their definition of "immediately". As noted in prior replies of mine, Vivid Seats' email confirmation after a sale is made requests confirmation within 24 hours. The term "immediately" is not explicitly defined anywhere within the Terms and Conditions or within any communications. As such, it is implied that "immediately" is within 24 hours per Vivid Seats' own email confirmations. Each sale was confirmed within 1 hour which one can reasonably derive meets the term "immediately" per the Terms and Conditions. In the instance that Vivid Seats claims 1 hour does not satisfy the term "immediate", Vivid Seats has failed to reply to how the term "immediately" - and it's vague meaning - does not result in an "impossibility of performance". If a seller is to confirm a sale in a time period shorter than 1 hour, how is the term "immediate" reasonably possible to perform?To conclude, I have noted many facts and circumstances in this reply - and in prior replies - to support my representation that I did indeed meet the Sellers' Terms and Conditions; however, Vivid Seats continues to reply without any substantiation to refute my representation. Instead, Vivid Seats vaguely notes that I failed to meet the Sellers Terms and Conditions without providing reason as to how I failed to do so given the FACT that I did confirm each and every sale within 1 hour.Sincerely,[redacted]
Thank you for contacting us regarding 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. 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 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.” With regard to Mr. [redacted]'s claim that Vivid Seats experienced a system error, it should be noted that this is inaccurate. Our website is user-driven, and customers are given multiple opportunities to view all details of their order throughout our four-screen checkout process. If Mr. [redacted] had any questions regarding the details of his purchase at that time, he was welcome to exit the process or to reach out to our customer service team. It should also be noted that Mr. [redacted] has successfully purchased tickets from Vivid Seats in the past, reporting no difficulty.Additionally, Mr. [redacted] has claimed that he was sent incorrect tickets in addition to those he ordered. This is inaccurate; Mr. [redacted] received the tickets he selected at checkout. No additional tickets were sent to him. When Mr. [redacted] contacted our customer service team stating that he only needed two tickets rather than three, our agent recommended that he use our online ticket-selling service as a way for him to recover funds. Through this service, Mr. [redacted] would be welcome to set the price for his ticket as high or low as he chose.Mr. [redacted]'s tickets for this event were sent to his email address immediately after he completed this transaction. As such, Vivid Seats has acted in full accordance with the agreed-to terms and conditions. In the interest of customer service, Vivid Seats has also been in contact with Mr. [redacted] and has provided a resolution to this matter that was amicable to both parties. If Mr. [redacted] has any additional questions about this order, we encourage him to contact our customer service team. At this time, this matter has been resolved.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. **. We appreciate the opportunity to address this 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. Additionally, our site is completely user-driven. This means that all order details, including the listing selected, is either selected or inputted by the customer, not Vivid Seats. When Ms. ** viewed listings on our site for 2017 Kentucky Derby, she selected a listing labeled as “Section: GA223 Row: GA.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes; this is a common occurrence in the primary and secondary market. General Admission tickets are commonly refers to standing areas that do not reserve seating. These tickets do not have pre-assigned seating arrangements. After Ms. ** selected this listing, she was brought to the Login page. This page displays a detailed order summary on the right side and reiterated the section and row for Ms. **. After Ms. ** entered an email address to create an account, she then navigate to the Checkout page, which features an even more in-depth order summary that displayed the quantity and location of tickets, delivery and service fees, and the total charge in bold text. At this point, Ms. ** was 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, Ms. **’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $613.05.” Ms. ** then proceeded to select Place Order at which time her 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. 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.Although Ms. ** has indicated a discrepancy between her order summary email and the tickets she received; this is inaccurate. The order summary Ms. ** received after placing her order clearly states Section: GA223 Row: GA, the same location which she selected during the checkout process. The tickets Ms. ** received shortly after placing her order on 4/3/2017 clearly state Section: GA223 Row: GA6. The number six included in the row is provided by the primary issuer for their inventory purposes. This information was thoroughly discussed with Ms. ** prior to receiving this claim.As Ms. ** received the exact tickets she selected during checkout and we have adequately addressed her concerns, we consider this matter closed. If Ms. ** has further concerns pertaining to her order, we encourage her to contact our customer service department to provide assistance.Regards,Vivid Seats
Thank you for reaching out to us. 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 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.Ms. [redacted] was not misled by a representative to give her credit card number, as Ms. [redacted] made this purchase online. We recognize that she may have issues with purchasing a different quantity than initially intended for the Bill [redacted]/Dennis [redacted] event on 10/23/15. However, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of both the quantity of tickets purchased and the amount of which they are charged, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in red. (A screenshot of a sample checkout page has been attached for reference.) Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way. 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. And, 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." (This policy is also visible in the sample screenshot mentioned above). These messages would have been clearly visible to Ms. [redacted] during the purchase process.Not only has Ms. [redacted] reached out to our customer service department multiple times regarding their complaint, we have actively worked towards resolving this issue on multiple fronts, including reaching an mutually amicable resolution on June 8th, 2015. The tickets were sent to Ms. [redacted]'s email address on June 7th, 2015 and were available for download and use for the event. Whether or not Ms. [redacted] chose to not download and use the tickets is outside of our control. Since Ms. [redacted] must acknowledge that she is aware of and understands our policies before the order is placed by agreeing to our Terms and Conditions, we find it very difficult to understand how she believes she was misled. If Ms. [redacted] has any further questions about her orders, we welcome her to reach out to a member of our customer service department. At present, we consider this matter closed.
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. 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’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.With regard to Ms. [redacted]’s statement that her tickets were priced at $54, we would like to provide clarification. Ms. [redacted] selected tickets that were priced at $59 and $68 per ticket. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their total order, 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] selected tickets, she was led to a Login page that displayed a detailed order summary on the right side. After Ms. [redacted] entered an email address to create an account, she was then taken to the Checkout page, which featured an even more in-depth order summary that displayed the quantity and prices of her tickets, delivery and service fees, and the total charge highlighted in red. 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 enforce an “all sales are final” policy—a standard throughout the industry. 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).” We encourage our customers to reach out to our customer service team for any assistance that may be needed. Our contact information is readily available on our website and on all correspondence with customers. This allows us to be easily accessible to address any questions or concerns Ms. [redacted] may have had regarding her original purchase. The valid tickets for both orders were delivered September 15, 2016 and September 16, 2016 prior to the event date of September 17, 2016, thus fulfilling our 100% BuyerGuarantee. We have been in contact with Ms. [redacted] to provide a resolution to this matter that would be amicable to both parties. However, Ms. [redacted] has declined our proposal to resolve this matter. If Ms. [redacted] has any further questions or concerns regarding this order, we encourage her 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.
Sincerely,
[redacted]
Thank you for your reply. As we previously clarified, events that are rescheduled do not qualify for a refund per the terms which our customer agreed to prior to placing their order. As the tickets our customer received remained valid for the rescheduled date, which has since passed, the seller on the purchase and Vivid Seats has fully adhered to these sales terms. The offer made to our customer was done in the interest of customer service as we stepped outside of the agreed to terms as a courtesy. As we previously stated, we offered a courtesy resolution, which was accepted, and our customer received valid tickets for the rescheduled event; 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. Our mission is to connect customers...
with individual ticket holders and amazing live events. When Mr. [redacted] viewed tickets to the Nashville Predators at St. Louis Blues on 11/19 he was notified that the Estimated Ship Date was 11/16 and the tickets would be delivered via email. Due to the nature of our business 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 Mr. [redacted] before he submitted his order, and was additionally discussed with him by phone afterwards. As Mr. [redacted]’s valid tickets were delivered to him on 11/16, the Estimated Ship Date, prior to his event on 11/19, we consider this matter resolved. We encourage Mr. [redacted] to contact a member of our customer service with any additional concerns he may have. 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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.On 1/22/2017 Mr. [redacted] purchased tickets to see Anthony [redacted] and Yolandita [redacted] on 2/17/2017. This event was later rescheduled by the artist or venue for a new date that has not yet been announced. He has since indicated that he would no longer be able to attend, to which it should be noted that Mr. [redacted] cannot receive a refund for rescheduled events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process. Our sales terms and conditions clearly state, “If an event is canceled with no rescheduled date, you are naturally entitled to a full refund of the purchase price, including the delivery charges. For events that are rescheduled, we will assist you with any ticket reissuing concerns or help sell your tickets if the new date is no longer desirable to you.”Mr. [redacted] was provided his valid tickets via email on 2/15/2017 for him to print and bring to his event on the new date. Prior to receiving this claim, we were in contact with Mr. [redacted] and adequately addressed all of his concerns at that time. Additionally, Mr. [redacted] has filed a dispute with his financial institution. This was addressed, and the dispute was ultimately ruled in our favor. As it stands, we consider this matter closed. If Mr. [redacted] has any concerns regarding its process or outcome, we encourage him to reach out to the financial institution with which the dispute was filed. 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 indicated that their order was confirmed for an incorrect event, though we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. Our website is completely user-driven, meaning all order details are either selected or input directly by customers. Once customers select the tickets they are interested in for Chicago Blackhawks at Winnipeg Jets 4/7/2018, 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 $371.95 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 $371.95.” 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
Initial Business Response /* (1000, 5, 2015/05/22) */
We regret to hear of Mr.[redacted] dissatisfaction, but we appreciate the opportunity to address his 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.[redacted] order was one such case. Due to an error the seller made during processing, the tickets Mr. [redacted] received to see [redacted] were deemed invalid by the venue. As a consequence, Mr. [redacted] was unable to gain entry to his event.
Vivid Seats wholeheartedly apologizes for the issues Mr. [redacted] has experienced. As compensation for this unfortunate circumstance, we have issued a full refund of Mr.[redacted] order in accordance with our 100% Buyer Guarantee. And, because we want to help Mr. [redacted] attend another live event, we've also provided a promotional code for more than half of his order total. We hope that we have been able to resolve Mr.[redacted] concerns, and that he will choose Vivid Seats for his ticket needs again in the future. If Mr. [redacted] has any further questions or concerns, we welcome him to contact a member of our customer service team.
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 have received my fund and I'm very satisfied.
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. Vivid Seats has reached out to [redacted] and both parties have found an amicable resolution. We consider this matter resolved—and we hope that [redacted] will consider Vivid Seats for her future event ticket needs. If [redacted] has any further questions or concerns...
regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued 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. However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. Though Mr. [redacted] has filed this claim stating he contacted us the day of the event, our records show that his wife spoke with our agent at this time. It should also be noted that our agent did not indicate that this matter may not be resolved at all should they contact another agency. Our agent explained that in the very rare instance when tickets appear to be invalid, Vivid Seats acts quickly to conduct a thorough investigation into the matter. Mr. [redacted]’s wife expressed that she wished not to proceed with our investigation process to which our agent explained, should she not cooperate with the investigation, it may take longer to resolve. Our agent clarified that this process typically takes 3-5 business days; however, if a customer does not provide the requested information, Vivid Seats is unable to completely understand the situation. After investigating this matter, Vivid Seats has been in contact with Mr. [redacted] via email, and we believe to have reached an amicable resolution. As such, we consider this matter resolved. If Mr. [redacted] or his wife have 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, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events.Ms. [redacted] stated that she requested a refund from an affiliate of a business associate of ours; to this we would like to provide clarification. Ms. [redacted] filed a financial dispute with her credit card company after placing an order with this entity. This is a direct violation of the terms which she agreed upon when submitting her order; as we have an association with this entity, Vivid Seats does not allow future purchases to be placed when a previous dispute has been received. This policy is in relation to an order with us, in addition to an order placed with a partner of ours. Our sales terms clearly state, “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason;” a past dispute being one such reason.In regards to Ms. [redacted]’s previous order, we can verify that Ms. [redacted]’s tickets were delivered and downloaded prior to our partner receiving the financial dispute. Additionally, Ms. [redacted] had not contacted this entity to discuss her concerns before filing the dispute.It appears Ms. [redacted] was reimbursed through this partner once the dispute was closed in the business' favor. Nevertheless, the dispute Ms. [redacted] filed, in violation to the sales terms, has barred her from placing future order with Vivid Seats. Ms. [redacted] stated that she would not be able to purchase tickets for any event at this venue; this is inaccurate. We are not affiliated with any venue and do not enforce such restrictions.Ms. [redacted]’s order with Vivid Seats was cancelled due to previous violations of sales terms and any pending hold on her card will be released shortly. Ms. [redacted] should contact her financial institution if she does not locate this detail on her financial statement. We were in contact with Ms. [redacted] prior to receiving this complaint to clarify this information; 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, 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 the tickets they have selected, 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. Ms. [redacted] has indicated that she did not receive the tickets which she selected during checkout; this is inaccurate. When Ms. [redacted] selected her event, Harlem Globetrotters, she navigated to the ticket listing page. The top of this page clearly states, “Note: Prices are set by sellers, may be over face-value.” Ms. [redacted] then selected a listing which specifically stated, “Section: 102-148 Row: AA-22” with the notation that these tickets would be provided via Flash Seats and that this listing was classified as Zone Seating which states, “your tickets will be within the listed zone or section listed or one comparable.” This notified Ms. [redacted] that the tickets she would receive would be within this listed section and row. After selecting this listing Ms. [redacted] proceeded to the Login page which reiterated this information. Ms. [redacted] then navigated through to the Place Order page. Prior to entering any payment information an itemized breakdown of Ms. [redacted]’s order was provided along with the fact that her tickets were categorized as Zone Seating. Ms. [redacted] was then presented with our sales terms and conditions stating, “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 required to select a check box signifying her agreement to these terms. Directly above the Place Order button Ms. [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your credit card will be charged $278.22” and progressed to submit her order.As noted on the top of every ticket listing page, prices on our site are set by sellers, not Vivid Seats, and may be above or below face value. This price is based on the seller’s personal assessments of a range of market factors, including customer demand. Due to the nature of our business on the secondary marketplace, we operate on a live market. This means that inventory and the prices of a seller’s inventory are constantly changing. This also means that the prices for tickets in a section may differ in price as they are owned by diverse sellers and based on their individual calculations. 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.Ms. [redacted] has stated that she received tickets in Section: 134 Row: 7 which is within the listed zone she selected during checkout. We clarified this information for Ms. [redacted] as her order was filled correctly. At this time we also offered Ms. [redacted] a one-time courtesy resolution to resolve this matter; however, this offer was declined. As Ms. [redacted] received tickets within the listed zone she selecting during checkout on 3/16/2017 prior to her event which has since passed, we consider this matter closed. If Ms. [redacted] has any additional concerns regarding her order, we encourage her to contact our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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] indicated that his tickets were listed incorrectly; however, this should be noted as inaccurate. 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 Mr. [redacted] selected the tickets he was interested in for the “Temple of the Dog” production on 11/11/2016, the listing was specified as, “Section: General Admission Row: G4.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes, this is done by the primary and secondary market. Mr. [redacted] then continued to the Login page which displayed a detailed order summary on the right side. After Mr. [redacted] entered an email address to create an account, he navigated to the Checkout page, which featured an even more in-depth order summary that displayed the details and prices of his tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. This means that the tickets listed on our site are priced by sellers, not Vivid Seats, in accordance with their assessments of a range of factors including customer demand. 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 as soon as an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] placed his order on 7/29/2016 and prior to receiving this claim, we were in contact with him to clarify this information. Since he placed his order, we offered Mr. [redacted] three separate resolutions, stepping outside of the agreed to sales terms. These offers were made in the interest of customer service, though Mr. [redacted] declined all offers. In addition to this current claim, we received a dispute from Mr. [redacted]'s financial institution regarding this transaction. We have addressed this and the dispute was ultimately ruled in our favor. Mr. [redacted] received the tickets he ordered on 7/29/2016 and downloaded them multiple times prior to his event on 11/11/2016. As such, we currently consider this matter closed, and we encourage Mr. [redacted] to contact our customer service if he wishes to revisit a previously offered resolution. 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.As our customer stated, they purchased tickets for an event which was later rescheduled by the artist, not Vivid Seats. As Vivid Seats has no affiliation with the artist or venue, matters of postponed or rescheduled events are outside of our purview. The sales terms which were agreed to by our customer clarify the “all sales are final” policy and state that refunds will be issued for cancelled events. As our customer’s event was not cancelled, but rescheduled, and the tickets which were previously delivered remain valid, they do not qualify for a refund.In relation to our customer receiving updates we would like to provide clarification. Our terms state, “Event date, times, venue and subject matter may change. We are not always notified if a show is postponed, rescheduled or canceled. It is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event.” Nevertheless, our customer was provided an email on 5/1/2017 at 11:52 PM CST clarifying the rescheduled date of 11/16/2017. We later received an email from our customer on 5/30/2017 inquiring about the rescheduled event. As our customer stated, a representative responded to this email with the rescheduled date. The representative also indicated that should there be any further updates in relation to the order that we would be in contact. As there were no updates to our customer’s order and their tickets remain valid for the rescheduled date of 11/16/2017, no further contact was made. If our customer has additional questions regarding their order, we welcome them to contact us though at this time, as valid tickets were provided and their concerns have been addressed, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Carolyn [redacted] I was charged $70.00 for $35.00 for the section in the nose bleed section! Plus shipping and handling for total of $181.00 for two tickets. I would have been ok with it if, I was charged the $35.00 plus shipping and taxes for the recent concert!! I would appreciate at least a refund of $70.00 then I will be fine with that!Carolyn
Complaint: [redacted]
I am rejecting this response because:As I have noted in my prior replies, I confirmed each sale that required confirmation and I performed this confirmation in a matter that was confirmed by Vivid Seats to be appropriate. As such, I did indeed comply with the Seller Terms and Conditions that Vivid Seats refers to in their replies.Vivid Seats acknowledged in a prior reply that they DID confirm to me via telephone that I properly confirmed my August 31st sale. Vivid Seats also agreed to pay for this sale; however, they have no reimbursed me as of this reply date.Vivid Seats, however, has failed to reply to the fact that I confirmed each of my sales in an IDENTICAL process which is a process which they confirmed via telephone after the August 31st sale. Vivid Seats has only acknowledged that this confirmation was in error. They have not acknowledged or rebutted how I, as a seller, was to know that I was not confirming my sales properly given their representatives confirmation to me.Vivid Seats also has failed to reply to my questioning of their definition of "immediately". As noted in prior replies of mine, Vivid Seats' email confirmation after a sale is made requests confirmation within 24 hours. The term "immediately" is not explicitly defined anywhere within the Terms and Conditions or within any communications. As such, it is implied that "immediately" is within 24 hours per Vivid Seats' own email confirmations. Each sale was confirmed within 1 hour which one can reasonably derive meets the term "immediately" per the Terms and Conditions. In the instance that Vivid Seats claims 1 hour does not satisfy the term "immediate", Vivid Seats has failed to reply to how the term "immediately" - and it's vague meaning - does not result in an "impossibility of performance". If a seller is to confirm a sale in a time period shorter than 1 hour, how is the term "immediate" reasonably possible to perform?To conclude, I have noted many facts and circumstances in this reply - and in prior replies - to support my representation that I did indeed meet the Sellers' Terms and Conditions; however, Vivid Seats continues to reply without any substantiation to refute my representation. Instead, Vivid Seats vaguely notes that I failed to meet the Sellers Terms and Conditions without providing reason as to how I failed to do so given the FACT that I did confirm each and every sale within 1 hour.Sincerely,[redacted]
Thank you for contacting us regarding 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. 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 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.” With regard to Mr. [redacted]'s claim that Vivid Seats experienced a system error, it should be noted that this is inaccurate. Our website is user-driven, and customers are given multiple opportunities to view all details of their order throughout our four-screen checkout process. If Mr. [redacted] had any questions regarding the details of his purchase at that time, he was welcome to exit the process or to reach out to our customer service team. It should also be noted that Mr. [redacted] has successfully purchased tickets from Vivid Seats in the past, reporting no difficulty.Additionally, Mr. [redacted] has claimed that he was sent incorrect tickets in addition to those he ordered. This is inaccurate; Mr. [redacted] received the tickets he selected at checkout. No additional tickets were sent to him. When Mr. [redacted] contacted our customer service team stating that he only needed two tickets rather than three, our agent recommended that he use our online ticket-selling service as a way for him to recover funds. Through this service, Mr. [redacted] would be welcome to set the price for his ticket as high or low as he chose.Mr. [redacted]'s tickets for this event were sent to his email address immediately after he completed this transaction. As such, Vivid Seats has acted in full accordance with the agreed-to terms and conditions. In the interest of customer service, Vivid Seats has also been in contact with Mr. [redacted] and has provided a resolution to this matter that was amicable to both parties. If Mr. [redacted] has any additional questions about this order, we encourage him to contact our customer service team. At this time, this matter has been resolved.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. **. We appreciate the opportunity to address this 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. Additionally, our site is completely user-driven. This means that all order details, including the listing selected, is either selected or inputted by the customer, not Vivid Seats. When Ms. ** viewed listings on our site for 2017 Kentucky Derby, she selected a listing labeled as “Section: GA223 Row: GA.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes; this is a common occurrence in the primary and secondary market. General Admission tickets are commonly refers to standing areas that do not reserve seating. These tickets do not have pre-assigned seating arrangements. After Ms. ** selected this listing, she was brought to the Login page. This page displays a detailed order summary on the right side and reiterated the section and row for Ms. **. After Ms. ** entered an email address to create an account, she then navigate to the Checkout page, which features an even more in-depth order summary that displayed the quantity and location of tickets, delivery and service fees, and the total charge in bold text. At this point, Ms. ** was 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, Ms. **’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $613.05.” Ms. ** then proceeded to select Place Order at which time her 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. 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.Although Ms. ** has indicated a discrepancy between her order summary email and the tickets she received; this is inaccurate. The order summary Ms. ** received after placing her order clearly states Section: GA223 Row: GA, the same location which she selected during the checkout process. The tickets Ms. ** received shortly after placing her order on 4/3/2017 clearly state Section: GA223 Row: GA6. The number six included in the row is provided by the primary issuer for their inventory purposes. This information was thoroughly discussed with Ms. ** prior to receiving this claim.As Ms. ** received the exact tickets she selected during checkout and we have adequately addressed her concerns, we consider this matter closed. If Ms. ** has further concerns pertaining to her order, we encourage her to contact our customer service department to provide assistance.Regards,Vivid Seats
Thank you for reaching out to us. 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 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.Ms. [redacted] was not misled by a representative to give her credit card number, as Ms. [redacted] made this purchase online. We recognize that she may have issues with purchasing a different quantity than initially intended for the Bill [redacted]/Dennis [redacted] event on 10/23/15. However, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of both the quantity of tickets purchased and the amount of which they are charged, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in red. (A screenshot of a sample checkout page has been attached for reference.) Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way. 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. And, 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." (This policy is also visible in the sample screenshot mentioned above). These messages would have been clearly visible to Ms. [redacted] during the purchase process.Not only has Ms. [redacted] reached out to our customer service department multiple times regarding their complaint, we have actively worked towards resolving this issue on multiple fronts, including reaching an mutually amicable resolution on June 8th, 2015. The tickets were sent to Ms. [redacted]'s email address on June 7th, 2015 and were available for download and use for the event. Whether or not Ms. [redacted] chose to not download and use the tickets is outside of our control. Since Ms. [redacted] must acknowledge that she is aware of and understands our policies before the order is placed by agreeing to our Terms and Conditions, we find it very difficult to understand how she believes she was misled. If Ms. [redacted] has any further questions about her orders, we welcome her to reach out to a member of our customer service department. At present, we consider this matter closed.
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. 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’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.With regard to Ms. [redacted]’s statement that her tickets were priced at $54, we would like to provide clarification. Ms. [redacted] selected tickets that were priced at $59 and $68 per ticket. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their total order, 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] selected tickets, she was led to a Login page that displayed a detailed order summary on the right side. After Ms. [redacted] entered an email address to create an account, she was then taken to the Checkout page, which featured an even more in-depth order summary that displayed the quantity and prices of her tickets, delivery and service fees, and the total charge highlighted in red. 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 enforce an “all sales are final” policy—a standard throughout the industry. 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).” We encourage our customers to reach out to our customer service team for any assistance that may be needed. Our contact information is readily available on our website and on all correspondence with customers. This allows us to be easily accessible to address any questions or concerns Ms. [redacted] may have had regarding her original purchase. The valid tickets for both orders were delivered September 15, 2016 and September 16, 2016 prior to the event date of September 17, 2016, thus fulfilling our 100% BuyerGuarantee. We have been in contact with Ms. [redacted] to provide a resolution to this matter that would be amicable to both parties. However, Ms. [redacted] has declined our proposal to resolve this matter. If Ms. [redacted] has any further questions or concerns regarding this order, we encourage her 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.
Sincerely,
[redacted]
Thank you for your reply. As we previously clarified, events that are rescheduled do not qualify for a refund per the terms which our customer agreed to prior to placing their order. As the tickets our customer received remained valid for the rescheduled date, which has since passed, the seller on the purchase and Vivid Seats has fully adhered to these sales terms. The offer made to our customer was done in the interest of customer service as we stepped outside of the agreed to terms as a courtesy. As we previously stated, we offered a courtesy resolution, which was accepted, and our customer received valid tickets for the rescheduled event; 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. Our mission is to connect customers...
with individual ticket holders and amazing live events. When Mr. [redacted] viewed tickets to the Nashville Predators at St. Louis Blues on 11/19 he was notified that the Estimated Ship Date was 11/16 and the tickets would be delivered via email. Due to the nature of our business 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 Mr. [redacted] before he submitted his order, and was additionally discussed with him by phone afterwards. As Mr. [redacted]’s valid tickets were delivered to him on 11/16, the Estimated Ship Date, prior to his event on 11/19, we consider this matter resolved. We encourage Mr. [redacted] to contact a member of our customer service with any additional concerns he may have. 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. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.On 1/22/2017 Mr. [redacted] purchased tickets to see Anthony [redacted] and Yolandita [redacted] on 2/17/2017. This event was later rescheduled by the artist or venue for a new date that has not yet been announced. He has since indicated that he would no longer be able to attend, to which it should be noted that Mr. [redacted] cannot receive a refund for rescheduled events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process. Our sales terms and conditions clearly state, “If an event is canceled with no rescheduled date, you are naturally entitled to a full refund of the purchase price, including the delivery charges. For events that are rescheduled, we will assist you with any ticket reissuing concerns or help sell your tickets if the new date is no longer desirable to you.”Mr. [redacted] was provided his valid tickets via email on 2/15/2017 for him to print and bring to his event on the new date. Prior to receiving this claim, we were in contact with Mr. [redacted] and adequately addressed all of his concerns at that time. Additionally, Mr. [redacted] has filed a dispute with his financial institution. This was addressed, and the dispute was ultimately ruled in our favor. As it stands, we consider this matter closed. If Mr. [redacted] has any concerns regarding its process or outcome, we encourage him to reach out to the financial institution with which the dispute was filed. 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 indicated that their order was confirmed for an incorrect event, though we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. Our website is completely user-driven, meaning all order details are either selected or input directly by customers. Once customers select the tickets they are interested in for Chicago Blackhawks at Winnipeg Jets 4/7/2018, 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 $371.95 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 $371.95.” 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
Initial Business Response /* (1000, 5, 2015/05/22) */
We regret to hear of Mr.[redacted] dissatisfaction, but we appreciate the opportunity to address his 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.[redacted] order was one such case. Due to an error the seller made during processing, the tickets Mr. [redacted] received to see [redacted] were deemed invalid by the venue. As a consequence, Mr. [redacted] was unable to gain entry to his event.
Vivid Seats wholeheartedly apologizes for the issues Mr. [redacted] has experienced. As compensation for this unfortunate circumstance, we have issued a full refund of Mr.[redacted] order in accordance with our 100% Buyer Guarantee. And, because we want to help Mr. [redacted] attend another live event, we've also provided a promotional code for more than half of his order total. We hope that we have been able to resolve Mr.[redacted] concerns, and that he will choose Vivid Seats for his ticket needs again in the future. If Mr. [redacted] has any further questions or concerns, we welcome him to contact a member of our customer service team.
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 have received my fund and I'm very satisfied.
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. Vivid Seats has reached out to [redacted] and both parties have found an amicable resolution. We consider this matter resolved—and we hope that [redacted] will consider Vivid Seats for her future event ticket needs. If [redacted] has any further questions or concerns...
regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued 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. However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. Though Mr. [redacted] has filed this claim stating he contacted us the day of the event, our records show that his wife spoke with our agent at this time. It should also be noted that our agent did not indicate that this matter may not be resolved at all should they contact another agency. Our agent explained that in the very rare instance when tickets appear to be invalid, Vivid Seats acts quickly to conduct a thorough investigation into the matter. Mr. [redacted]’s wife expressed that she wished not to proceed with our investigation process to which our agent explained, should she not cooperate with the investigation, it may take longer to resolve. Our agent clarified that this process typically takes 3-5 business days; however, if a customer does not provide the requested information, Vivid Seats is unable to completely understand the situation. After investigating this matter, Vivid Seats has been in contact with Mr. [redacted] via email, and we believe to have reached an amicable resolution. As such, we consider this matter resolved. If Mr. [redacted] or his wife have 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, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events.Ms. [redacted] stated that she requested a refund from an affiliate of a business associate of ours; to this we would like to provide clarification. Ms. [redacted] filed a financial dispute with her credit card company after placing an order with this entity. This is a direct violation of the terms which she agreed upon when submitting her order; as we have an association with this entity, Vivid Seats does not allow future purchases to be placed when a previous dispute has been received. This policy is in relation to an order with us, in addition to an order placed with a partner of ours. Our sales terms clearly state, “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason;” a past dispute being one such reason.In regards to Ms. [redacted]’s previous order, we can verify that Ms. [redacted]’s tickets were delivered and downloaded prior to our partner receiving the financial dispute. Additionally, Ms. [redacted] had not contacted this entity to discuss her concerns before filing the dispute.It appears Ms. [redacted] was reimbursed through this partner once the dispute was closed in the business' favor. Nevertheless, the dispute Ms. [redacted] filed, in violation to the sales terms, has barred her from placing future order with Vivid Seats. Ms. [redacted] stated that she would not be able to purchase tickets for any event at this venue; this is inaccurate. We are not affiliated with any venue and do not enforce such restrictions.Ms. [redacted]’s order with Vivid Seats was cancelled due to previous violations of sales terms and any pending hold on her card will be released shortly. Ms. [redacted] should contact her financial institution if she does not locate this detail on her financial statement. We were in contact with Ms. [redacted] prior to receiving this complaint to clarify this information; 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, 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 the tickets they have selected, 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. Ms. [redacted] has indicated that she did not receive the tickets which she selected during checkout; this is inaccurate. When Ms. [redacted] selected her event, Harlem Globetrotters, she navigated to the ticket listing page. The top of this page clearly states, “Note: Prices are set by sellers, may be over face-value.” Ms. [redacted] then selected a listing which specifically stated, “Section: 102-148 Row: AA-22” with the notation that these tickets would be provided via Flash Seats and that this listing was classified as Zone Seating which states, “your tickets will be within the listed zone or section listed or one comparable.” This notified Ms. [redacted] that the tickets she would receive would be within this listed section and row. After selecting this listing Ms. [redacted] proceeded to the Login page which reiterated this information. Ms. [redacted] then navigated through to the Place Order page. Prior to entering any payment information an itemized breakdown of Ms. [redacted]’s order was provided along with the fact that her tickets were categorized as Zone Seating. Ms. [redacted] was then presented with our sales terms and conditions stating, “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 required to select a check box signifying her agreement to these terms. Directly above the Place Order button Ms. [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your credit card will be charged $278.22” and progressed to submit her order.As noted on the top of every ticket listing page, prices on our site are set by sellers, not Vivid Seats, and may be above or below face value. This price is based on the seller’s personal assessments of a range of market factors, including customer demand. Due to the nature of our business on the secondary marketplace, we operate on a live market. This means that inventory and the prices of a seller’s inventory are constantly changing. This also means that the prices for tickets in a section may differ in price as they are owned by diverse sellers and based on their individual calculations. 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.Ms. [redacted] has stated that she received tickets in Section: 134 Row: 7 which is within the listed zone she selected during checkout. We clarified this information for Ms. [redacted] as her order was filled correctly. At this time we also offered Ms. [redacted] a one-time courtesy resolution to resolve this matter; however, this offer was declined. As Ms. [redacted] received tickets within the listed zone she selecting during checkout on 3/16/2017 prior to her event which has since passed, we consider this matter closed. If Ms. [redacted] has any additional concerns regarding her order, we encourage her to contact our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. 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] indicated that his tickets were listed incorrectly; however, this should be noted as inaccurate. 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 Mr. [redacted] selected the tickets he was interested in for the “Temple of the Dog” production on 11/11/2016, the listing was specified as, “Section: General Admission Row: G4.” It is typical in the ticketing industry to specify a row in regards to General Admission tickets for inventory purposes, this is done by the primary and secondary market. Mr. [redacted] then continued to the Login page which displayed a detailed order summary on the right side. After Mr. [redacted] entered an email address to create an account, he navigated to the Checkout page, which featured an even more in-depth order summary that displayed the details and prices of his tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, Mr. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. This means that the tickets listed on our site are priced by sellers, not Vivid Seats, in accordance with their assessments of a range of factors including customer demand. 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 as soon as an order is placed we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Mr. [redacted] placed his order on 7/29/2016 and prior to receiving this claim, we were in contact with him to clarify this information. Since he placed his order, we offered Mr. [redacted] three separate resolutions, stepping outside of the agreed to sales terms. These offers were made in the interest of customer service, though Mr. [redacted] declined all offers. In addition to this current claim, we received a dispute from Mr. [redacted]'s financial institution regarding this transaction. We have addressed this and the dispute was ultimately ruled in our favor. Mr. [redacted] received the tickets he ordered on 7/29/2016 and downloaded them multiple times prior to his event on 11/11/2016. As such, we currently consider this matter closed, and we encourage Mr. [redacted] to contact our customer service if he wishes to revisit a previously offered resolution. 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.As our customer stated, they purchased tickets for an event which was later rescheduled by the artist, not Vivid Seats. As Vivid Seats has no affiliation with the artist or venue, matters of postponed or rescheduled events are outside of our purview. The sales terms which were agreed to by our customer clarify the “all sales are final” policy and state that refunds will be issued for cancelled events. As our customer’s event was not cancelled, but rescheduled, and the tickets which were previously delivered remain valid, they do not qualify for a refund.In relation to our customer receiving updates we would like to provide clarification. Our terms state, “Event date, times, venue and subject matter may change. We are not always notified if a show is postponed, rescheduled or canceled. It is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event.” Nevertheless, our customer was provided an email on 5/1/2017 at 11:52 PM CST clarifying the rescheduled date of 11/16/2017. We later received an email from our customer on 5/30/2017 inquiring about the rescheduled event. As our customer stated, a representative responded to this email with the rescheduled date. The representative also indicated that should there be any further updates in relation to the order that we would be in contact. As there were no updates to our customer’s order and their tickets remain valid for the rescheduled date of 11/16/2017, no further contact was made. If our customer has additional questions regarding their order, we welcome them to contact us though at this time, as valid tickets were provided and their concerns have been addressed, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Carolyn [redacted] I was charged $70.00 for $35.00 for the section in the nose bleed section! Plus shipping and handling for total of $181.00 for two tickets. I would have been ok with it if, I was charged the $35.00 plus shipping and taxes for the recent concert!! I would appreciate at least a refund of $70.00 then I will be fine with that!Carolyn