Vivid Seats LLC

Thank you for reaching out to us regarding Mr. [redacted] concerns about his tickets. On December 1st 2015, [redacted] purchased tickets to see Trans-Siberian Orchestra on December 20th 2015. His order was successful, and he received valid, authentic tickets from the seller on December...

4th 2015. However, on December 15th 2015, he contacted Vivid Seats to inform us that the tickets had been lost. Our Sales Terms clearly state: "Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets," and we strongly encourage our customers to treat their tickets the same way they would cash or other important documents. This policy is in place because many sellers own the tickets they list, and have only purchased one copy themselves--therefore, they would be unable to produce replacements. [redacted] signified that he agreed to these terms when he placed his order.However, upon receiving this notification from [redacted], Vivid Seats immediately reached out to the seller to see if his tickets could be reissued. The seller was unable to secure replacement tickets. To make up for this occurrence, Vivid Seats contacted [redacted] and extended a courtesy partial refund. [redacted] accepted this offer at the time. We must restate that while Vivid Seats does attempt to secure replacement tickets when possible, not all tickets can be re-issued if lost or stolen. And, as [redacted] originally received the tickets he requested, we have determined that neither Vivid Seats nor the seller is at fault in this situation. Therefore, we are unable to provide Mr. [redacted] desired resolution. We consider this matter closed. If [redacted] has any further questions, we welcome him to reach out to our management team.

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.It should be noted that Mr. [redacted] placed two orders with us for the Il Volo event on 3/23/2017 and 3/25/2017; the first was placed on 3/3/2017 and the second on 3/6/2017. Our site is completely user-driven meaning all order details is information either selected or inputted by the customer. On 3/3/2017, Mr. [redacted] selected the Il Volo event for 3/23/2017, after selecting a listing he was interested in, he was brought to the Login page. This page displayed an order summary on the right-hand side reiterating the event and ticket details. Mr. [redacted] was prompted to enter an email address and preceded to the Billing Information portion of the site. Here Mr. [redacted] was required to select a payment method and enter a billing address. Once inputted, customers continue to the Place Order portion of checkout. This page displayed the event and ticket details once more for Mr. [redacted] Mr. [redacted] was then presented with the statement, “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.” At this time Mr. [redacted] continued to submit his order. Mr. [redacted] placed a second order on 3/6/2017 following this same procedure. This order, however, was Email Delivery, and Mr. [redacted]’s tickets were delivered and downloaded prior to his event.Mr. [redacted] later contacted us to discuss his order. This order was set for UPS Delivery although on 3/8/2017 when UPS attempted to deliver the package (Via Tracking Number: 1Z14YY910298148480), it was noted that the address Mr. [redacted] entered during checkout was incorrect; therefore, the tickets were returned to the sender. We discussed this with Mr. [redacted] and requested he confirm an accurate shipping address. Mr. [redacted] confirmed a new shipping address and a new package (Tracking Number: 1Z14YY911392171588) was shipped. However, the second address Mr. [redacted] provided remained inaccurate. Mr. [redacted] contacted us again on 4/1/2017 to discuss the delivery of the tickets. Our calls are often monitored to quality and training purposes. As such, we reviewed the call with Mr. [redacted] confirming a shipping address and verified that the address he confirmed maintained an incorrect street number.Due to the number of delivery attempts and incorrect information provided by the customer; 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. This policy is also agreed upon by every customer in order to proceed with checkout.Prior to receiving this claim we thoroughly discussed this matter with Mr. [redacted] As such, we consider this matter closed and encourage Mr. [redacted] to contact us regarding any additional concerns he may have.Regards,Vivid Seats

Thank you for reaching out to us regarding this issue. Vivid Seats was in contact with Ms. [redacted] prior to this complaint and, in the interest of customer service, both parties were able to reach an amicable resolution. Ms. [redacted] was able to attend the event and as a result...

we consider this matter resolved. We hope that Ms. [redacted] will consider Vivid Seats for their future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats

Thank you for reaching out to us 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 order total and event date, 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. Additionally, our site is user-driven meaning all order details is information the customer either selected or inputted during the checkout process. When Ms. [redacted] selected the tickets she was interested in for the [redacted], the page clearly listed the event details including the date and time of 12/23/16 at 8:00 PM. Ms. [redacted] continued to the Login page which displayed a detailed order summary on the right side which reiterated this information. 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 event and date, prices of her tickets, delivery and service fees, and the total charge of $304.41 highlighted in bold, red text prior to entering any payment information. 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. Below this, Ms. [redacted]’s order total was displayed again in bold text stating, “By clicking ‘Place Order,’ your credit card will be charged $304.41.” 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. 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. 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. Though Ms. [redacted] has requested to exchange her tickets for an alternative day, we are not the owner of the tickets and therefore are unable to do so. Additionally, Ms. [redacted] placed her order on 12/19/16 and received her valid tickets on 12/21/16 prior to her event which has since passed. As such, we consider this matter closed and encourage Ms. [redacted] to contact us with any additional concerns she may have regarding her order. 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11707495, and find that this resolution is satisfactory to me.
Vivid Seats credited my credit card the 60.00 over charge on 15Sep16. 
Sincerely,
Rebecca [redacted]

Thank you for your response. Although our customer continues to press forward with this matter, we maintain that all order details, including quantity was sufficiently displayed. Ms. [redacted] was provided an opportunity to adjust the quantity selected on the ticket listing, Login, and Place Order page. This provided Ms. [redacted] with ample opportunity to select her desired quantity of tickets. Ms. [redacted]'s six valid tickets were delivered on 5/19/2017 and downloaded shortly thereafter prior to her event which took place on 5/21/2017. As we have fully addressed Ms. [redacted]'s concerns, we consider this matter closed.Regards,Vivid Seats

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

individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.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] and [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 $824.19 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 $824.19.” 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.As our customer has stated, Vivid Seats has been in contact and has thoroughly addressed these concerns. Prior to receiving this claim we offered a courtesy resolution in the interest of customer service. However, our customer declined this offer. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats

Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once our customer selected the listing they were interested in for The Killers, Lower Level "Zone Seating," they continued to the Login page which displays a detailed order summary on the right side. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $625.37 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” 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 $625.37.” Our customer then proceeded to select “Place Order”, at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated The Killers 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, 2015/08/28) */
We regret to hear of Mr. [redacted]'s 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 serviceand maintaining a simple, transparent checkout process.
We understand that Mr. [redacted] is upset that the tickets he purchased for A Prairie Home Companion with Garrison [redacted] were upgraded by the seller before delivery. Our records also indicate that the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html). These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.
We understand that Mr. [redacted] has expressed dissatisfaction regarding his seats in the venue. However, we should note that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of time. Tickets for seats with identified obstructions are labeled as such on the face of the ticket and noted in our ticket listings. The obstruction described is not one that appears on the ticket and therefore was not known to us. As it sounds like an obstruction specific to the event and not previously identified, the venue may have information that is unavailable to us.
As stated in our Sales Terms and Conditions (www.vividseats.com/terms.html), our Buyer Guarantee does not cover factors beyond our control, such as traffic, the state of seating in a given venue, or the behavior of other spectators. As such, we cannot be held responsible for the situation that Mr. [redacted] takes issue. Mr. [redacted] received valid tickets in time for the event, as promised by our 100% Buyer Guarantee, leaving his complaints beyond our purview.
In Mr. [redacted]'s case, Vivid Seats reached out to him before purchasing in the new tickets to make sure he approved of the change. Mr. [redacted] was given an option to cancel before we upgraded, but decided he wanted the tickets located to Pit Center, Row A. Vivid Seats maintains that as Mr. [redacted] was not misled about the nature of his tickets, and as these tickets were comparable to those he ordered and valid for entry, we are unable to provide a full refund. However, we refunded a significant portion of the service fees associated with his order as a one-time courtesy at the time of the ticket upgrade. As this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensation. We encourage Mr. [redacted] to reach out to our management team with any further questions or concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the situation remains...that VIVID SEATS sold us tickets, charged our account, waited two months to contact us, to tell us the seats we initially purchased WERE NO LONGER AVAILABLE! VIVID SEATS uses this practice consistently. VIVID SEATS contacts the customer to tell them their seats are no longer valid, and "DO YOU WANT A REFUND?" "OR DO YOU WANT ANOTHER SEAT?" What else do you do at this late date? You are STUCK...as you want to see the show, which was already charged to your account, and the show has NO SEATS AVAILABLE at this late date! SO...VIVID SEATS uses this "ploy" to consistently sell you a ticket for a specific seat...THEN they contact you months later to say those seats are no longer available! WE WILL NEVER USE VIVID SEATS AGAIN...AND legislation to stop this "poor" business practice is going to be initiated. POOR BUSINESS PRACTICES...IF YOU PURCHASE A TICKET FOR A VENUE....AND THAT TICKET IS CHARGED TO YOU...THOSE SEATS SHOULD BE YOURS...PERIOD. THE SEATS WE ENDED UP WITH, YES WERE IN THE FIRST ROW....BUT RIGHT DIRECTLY BEHIND THE TELEPROMPTER AND TWO OTHER BIG PIECES OF EQUIPMENT, THEREFORE BLOCKING THE VIEW OF THE PERFORMERS ON THE STAGE...UNLESS THEY STEPPED RIGHT UP TO THE VERY EDGE OF THE STAGE...YOU COULD NOT SEE THEM!!! PEOPLE SITTING NEXT TO US WERE CRANING THEIR NECKS ...AND SO WERE WE...AND THE OTHER COUPLE NEXT TO US, LEFT AT INTERMISSION.
Final Business Response /* (4000, 9, 2015/09/04) */
Vivid Seats reached out to Mr. [redacted] before purchasing new tickets to make sure he approved of the change. Mr. [redacted] was given an option to cancel before we upgraded, but decided he wanted the tickets. Vivid Seats maintains that Mr. [redacted]'s concerns are outside our purview, influence or control. Because Vivid Seats is not directly affiliated with any venue or box office, we cannot be held accountable for changes made by the venue. This means that, while we regret the teleprompter obstruction, it was not noted on the ticket and we are unable to provide the requested refund. If Mr. [redacted] has any further questions or concerns about his order, we encourage him to reach out to a member of our management team.

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 Shinedown, 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 $520.27 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 $520.27.” 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.It should be noted that although our customer has expressed difficulties contacting us, we have been in contact with our customer multiple times prior to receiving this claim and thoroughly addressed all of their concerns at that time. Vivid Seats additionally offered a courtesy resolution in the interest of customer service. However, our customer has declined this offer. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. At this time, we consider this matter closed.Regards,Vivid Seats

Complaint: [redacted]
I am rejecting this response because:Two hidden fees were not explained {or} clearly visible when purchasing tickets.  These fees include $15 SHIPPING AND HANDLEING fee for downloaded tickets and $145 service fee are not visible on any receipt.  When purchasing the tickets online, these fees were NOT viewable.  I WILL NOT concede that I purchased six tickets - I selected four.  I don't care if the site is customer driven as you indicate in your email - I selected four tickets and was billed for six.  [PERIOD].  Your customer service is useless as they read from a script and only blame customers for stupidity rather than attempting to resolve the problem.  Your business model is shady and corrupt and your hidden fees paint a picture of a crooked business model.  You should be ashamed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1. Vivid seats has never provided me with any explanation of the very large additional fees they added to the order. Nor did they offer to.2. Their ordering process is DECEPTIVE. This is the core of my complaint. While 'technially' they could have displayed these before I was enticed to click Purchase, this was not done so in a manner that "better business" would suggest. NUMEROUS other people have made the same complaint about Vivid Seats on [redacted], I am not the first or only person to do so.3. Contacting their customer support is a waste of my time since they are offering me nothing. They have my email address and if they want to send me an explanation of their fees and screen shots of their ordering screens, they can do so. But of course they will not becuase they have a lot to hide.4. It looks like the Revdex.com is not really in the business of policing bad business practices, but just passing facile explanations from businesses without really fact-checking them. I thought the Revdex.com had a higher mission than that. I'm sure you will send me more messages like this one passing on their (un-verified) explanation of what happened. What value does Revdex.com actually think they provide? I will not be accepting any of these explanations.It looks like my next step is to sue Vivid Seats in Small Claims Court
Sincerely,
[redacted]

Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted]. On 12/1/2015, Ms. [redacted] purchased tickets to see Janet [redacted]. This event was later postponed by the artist for a later date. It should be noted that Ms. [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 as the tickets Ms. [redacted] received on 12/1/2015 would still be valid for the rescheduled date. 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. Though this is the first we are hearing of Ms. [redacted] concerns, in the interest of customer service, we resolved this matter with her and hope she will choose Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 03/01/2016, Mr. [redacted] purchased tickets to see AC/DC on 03/11/16. This event was later postponed by the artist and/or venue for a later date. They have since...

indicated that they would no longer be able to attend, to which it should be noted that Mr. [redacted] typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout.  This policy is in place with the goal of ensuring that the customer can attend the event they originally selected. In some cases, people may want a refund for these postponed events. We consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customers. As such, we resolved this matter with Mr. [redacted] and hope he will consider Vivid Seats for his future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats

Revdex.com:  ViviSeats indicated the 
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 contacting 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 simple, transparent policies.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our 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 information was presented in multiple locations throughout our website prior to purchase, including a bold-text message directly above the Place Order button which states, "All sales are final. All prices listed in USD."Prior to Mr. [redacted] being able to submit his order, he selected a box to signify his agreement with the Vivid Seats Sales Terms and Conditions, which state the following: "Please keep your tickets in a safe place. Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund your order if you cannot locate your tickets once they are delivered to you. As stated above, Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements. Please note that direct sunlight or heat can damage certain types of tickets."When Mr. [redacted] notified us that he had misplaced his tickets, our customer service agent informed him that we would ask the seller of the tickets to investigate whether or not it would be possible to have the venue reissue the tickets. As explained to Mr. [redacted] at that time, any reissue requests are ultimately at the discretion of the primary issue of the tickets, and many venues do not offer this service. However, we did exhaust our available resources to see if the tickets could be reissued as a courtesy. This was done as part of our effort to provide Mr. [redacted] with excellent customer service.Vivid Seats had acted in full accordance with our Sales Terms and Conditions, and has further provided a courtesy resolution to this matter that Mr. [redacted] indicated was amicable to him at the time. As such, we consider this matter resolved, and encourage Mr. [redacted] to reach out to our customer service team if he has any further questions or concerns.Regards,Vivid Seats

Complaint: 11092612
I am rejecting this response because:
Sincerely,
Jeff [redacted]

Thank you for getting back to us regarding this issue. While Mr. [redacted] continues to press forward with this issue, as we previously stated, we do clearly state “All prices in US Dollars. All sales are final.” in bolded text above the place order button before agreeing to the purchase. Due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. If Mr. [redacted] has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats

Thank you for reaching out to us in reference to the concerns of our valued customer, 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. Mr. [redacted] placed his order on...

2/28/2017 at 11:04 PM CST for the Bellator Fighting Championship event occurring on 3/3/2017. When a customer places an order on our site, it is simply a request until the order is confirmed by the seller. The following day, Mr. [redacted] contacted us regarding the delivery of his tickets. At this time a customer service representative clarified our 100% Buyer Guarantee. This guarantee ensures customers they will receive their valid tickets prior to their event or a “full refund in the unlikely event that you do not receive valid tickets in time for you to attend the event.” The seller later notified us that the tickets Mr. [redacted] selected were no longer available; therefore, the seller did not confirm this order. Once this was established, we immediately notified Mr. [redacted] and; as Mr. [redacted]'s card was never charged, the pending hold was released on 3/2/2017. Per our sales policy, as “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason” and the pending hold on Mr. [redacted]'s card has been released prior to receiving this claim, we consider this matter closed. Should Mr. [redacted] wish to discuss further compensation, we encourage him to contact us so he may discuss this option with a customer service manager. Regards,Vivid Seats