Vivid Seats LLC

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

individual ticket holders and amazing live events.Although our customer has indicated that tickets were not delivered, this should be noted as inaccurate. Our records indicate the tickets purchased were delivered to the email address on file. Nevertheless, we do acknowledge the concerns of the customer with the event being the same day as the order was placed; as such, our customer received a resolution detailed via email on 10/4/2017. If our customer has any additional questions regarding the resolution, we welcome them to reply to the email or contact our customer service department to further discuss.Regards,Vivid Seats

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

individual ticket holders and amazing live events. Prior to receiving this claim, we attempted to get in contact with Ms. [redacted] to provide an amicable resolution but were unsuccessful in contacting her. Nevertheless, a resolution was provided on 6/3/2017 and a detailed voicemail was provided. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further concerns regarding this order, we encourage her to contact a member of our customer service team.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, pending complete execution of a refund. On Thursday 2/1/18, a representative of VividSeats left a message acknowledging a ticket mapping error on their part and advised that they would be issuing a refund which I should see in 3-5 business days. As of 2/7/18, credit back to my credit card has yet to surface, but I have some confidence that they will follow through.
Sincerely,
Val [redacted]

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

with individual ticket holders and amazing live events. Ms. [redacted] has claimed that she was overcharged, to this we would like to provide clarification. Ms. [redacted] mentioned that the tickets she purchased on 5/5 for an event taking place 10/7-10/9 are currently listed at a different price. We would like to note that this is a common occurrence as a live market, and prices frequently fluctuate. The tickets Ms. [redacted] purchased on 5/5 reflected the market from May. With any live market, prices depend highly on a range of factors including customer demand. As a secondary marketplace, Vivid Seats is not affiliated with the 2016 Desert Trip and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This information is on every ticket listing page stating, “Prices set by sellers, may be over face-value. Seats are together, unless noted.” This means the price is not based on the tickets' original price, or face value, and may be higher or lower than that original amount. At checkout, 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.”Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. On 10/4 we discussed this matter in detail with Ms. [redacted]. During this conversation we offered Ms. [redacted] a resolution that would be amicable for both parties, however, she declined. Our management team is available to handle any additional concerns that Ms. [redacted] may have, as it presently stands, we consider this matter closed. Regards,Vivid Seats

Thank you for reaching out to us, as we appreciate the opportunity to address Mr. [redacted]'s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live...

events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their seating area, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).We have been in contact with Mr. [redacted] regarding this issue and have reached an amicable resolution. Our management team is available to handle any additional concerns that Mr. [redacted] may have; as it stands, we consider this matter resolved.Regards,Vivid Seats

Thank you for getting back to us regarding this matter.  Although Mr. [redacted] continues to press forward with this matter, we are not able to offer refunds once a sale has been completed and must enforce the “all sales are final” policy which was explained clearly in bold text and agreed to by the Mr. [redacted] prior to purchase. Vivid Seats communicates with thousands of customers each day who are able to contact Vivid Seats to discuss their concerns, so we are confident that we are accessible to our customers. Mr. [redacted] stated that he was unable to contact us through phone and did not wish to reach out via email. However, our Live Chat application is available 7 AM to 12 AM CST for customers to receive real-time responses to theirpressing concerns. If Mr. [redacted] has any additional concerns he would like to discuss, he is welcome to reach out to our customer service department. As Mr. [redacted]'s tickets were delivered to the email address provided, prior to his event, 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 marketplace and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...

individual ticket holders and amazing live events. 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.On 5/12/2017 Mr[redacted] placed his order for a James Taylor with Bonnie Raitt event with tickets to be delivered via UPS Basic Delivery. On 5/15/2017 Mr. [redacted] received an email which stated his tickets were to be shipped and was provided the UPS tracking number, [redacted], to monitor delivery. This tracking verifies that the package was delivered on 5/16/2017 to the apartment complex Mr. [redacted] requested and signed for by the receiver. In regards to a reissue request for tickets, our sales terms clearly state, “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… Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” Nevertheless, as a courtesy, we reached out to the seller to look into a reissue. This was done as a request as all reissues are done by the primary issuer, with which we are not affiliated. The seller on this order has since contacted us stating that the tickets cannot be reissued. Prior to receiving this claim we thoroughly discussed this matter with our customer. As the tickets were delivered to the address requested, signed for, and a reissue is not feasible, we have fully adhered to our sales terms and conditions and attempted to resolve in the interest of customer service.  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

Revdex.com:
I'd like to say that I could not be more satisfied with the way I was treated my the management when I finally got to one, however dealing with the customer service team is not a battle I would ever want to undertake again.  Vivid seats states that their website is "user driven" but to my estimation it is not user friendly. I have ordered many an item online before and not encounter this sort of shenanigans.  After over 897 complaints this year about Vivid seats, and many with the same complaint as mine, you would think that they would monitor and be proactive in solving their obvious IS difficulties.  I believe it to be an inaccurate statement that there ever was "indepth order summary that displayed the quantity and prices of tickets..." . My 2 unwanted tickets were refunded and I have a guarantee that my 2 remaining seats are side by side.  I have reviewed the response made by the business in reference to complaint ID 11634633, and find that this resolution is satisfactory to me.
Sincerely,
Terry [redacted]

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

customers with individual ticket holders and amazing live events. Our checkout process allows each customer several opportunities to view all details of an order, including the In-Hand Date, prior to purchase. 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 In-Hand 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. Though Ms. [redacted] expressed concern regarding when she would receive her tickets, our sales terms clearly state "Our Buyer Guarantee provides for a full refund in the unlikely event that you do not receive valid tickets in time for you to attend the event." However, Ms. [redacted]’s valid tickets were delivered on 11/24 prior to her event on 11/30. As such, we consider this matter closed and encourage Ms. [redacted] to contact a member of our customer service with any additional concerns she may have. Regards, Vivid Seats

Complaint: 12297088
I am rejecting this response because: the documentation vivid seats claims to have provided to substantiate the fine that was levied is a spreadsheet of each and every sale I made on their website. I have requested multiple times detailed documentation that proves I provided different tickets than were listed, or that I sold tickets I did not own, which would validate vivid seats claims. I have sent an email weekly for 3 months requesting this information and have been ignored each time. Vivid seats touts their transparency, but refuses to provide information to support a huge fine that they have decided to levy against my business. If vivid seats is as transparent as they say they are, there should be no problem providing to proof that I sold tickets that were different from what was listed, or that I sold tickets that I did not own. However, if vivid seats is levying a fine that they cannot justify and then accusing me of violating state law in response to request for that information I implore vivid seats to google the definition of hypocritical. 
Sincerely,
L J

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...

holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. On 6/3/16 8:38 PM, the purchaser placed an order for tickets to the [redacted], which was scheduled to take place at 7:00 PM on 6/5/2016. When the purchaser submitted this order, we disclosed the order’s status as scheduled for Special Delivery. On 6/4/16 at 9:31 AM, the customer was sent the confirmed instructions of how to retrieve their tickets. As stated in Vivid Seats' Sales Terms and Conditions (http://www.vividseats.com/terms.html), Special Delivery includes same day delivery and may include Will Call, onsite pick up at the venue, pick up from another designated location (typically within two (2) miles of the venue, if possible), or messenger service. The exact delivery location for Special Delivery orders will be designated by the seller. The confirmed instructions that were sent to the customer did not state that the customer should go to will call, as the tickets were at a location set for pick up near the venue. These instructions were provided to the customer via their email address on file. The customer contacted us when she was at the venue, at which point we reiterated the pick up location with the customer via phone. The customer was attempting to work with a representative from Live Nation at the venue; however, as a secondary market, we are not affiliated with the venue or Live Nation and could not assist with their requests.The tickets were made available to the customer at the designated pickup location and we fulfilled the order in accordance with our sales terms and conditions. We have remained consistent with our sales terms and conditions and provided as much assistance we could for Ms. [redacted]'s concerns. Our management team is available to handle any additional concerns Ms. [redacted] may have; as it presently stands, we consider this matter closed. Regards,Vivid Seats

Thank you for reaching out to us regarding this matter. Prior to receiving this claim, Vivid Seats was in contact with Mr. [redacted] to clarify that the Houston Rodeo event he purchased tickets for was still set to place on 3/14/2017. As artists are subject to change, per our sales terms, “Event...

date, times, venue and subject matter may change… Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.”Nevertheless, prior to receiving this claim from the Revdex.com, we were in contact with Mr. [redacted] and we believe both parties have reached an amicable resolution. As such, we consider this matter resolved. If Mr. [redacted] has any further questions or concerns regarding his order, we encourage him to contact a member of our customer service team.Regards,Vivid Seats

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. As a one time courtesy, Vivid Seats has provided the desired settlement of a full refund for the purchase to Mr. [redacted]. We attempted to contact Mr. [redacted] to inform him of this resolution previously but were unable to reach him so we detailed this information in a voicemail. As such, we consider this matter resolved, and  and if Mr. [redacted] has any further questions or concerns he can 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. Ms. [redacted] has indicated that she was incorrectly charged for five tickets; to this we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order details, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] viewed tickets for Virginia Tech Hokies at North Carolina Tar Heels, she was provided the opportunity to adjust the quantity of tickets she was interested in. Once a listing was selected, Ms. [redacted] continued to the Login page which displayed a detailed order summary on the right side giving another opportunity to adjust the quantity she desired. After Ms. [redacted] 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 number and prices of their tickets, delivery and service fees, and the total charge of $362.50 highlighted in bold, red text. Here there was a third opportunity for Ms. [redacted] to adjust the quantity. Though Ms. [redacted] has indicated that her order was placed without this information being displayed, our site is user-driven meaning no order can be placed without this information being displayed. This is due to the fact that customers must select a checkbox  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. Directly below this Ms. [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your PayPal account will be charged $362.50.” Once this box was checked and Ms. [redacted] selected “Place Order,” her order was then confirmed. 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).” Ms. [redacted] placed this order on 1/23/2017 and immediately received her valid ticket prior to her event on 1/26/2017. As Ms. [redacted] was given multiple opportunities to adjust the quantity selected and review the pricing details of her order, we consider this matter closed. Should Ms. [redacted] have any additional concerns regarding this order, we encourage her to contact our customer service. Regards, Vivid Seats

Thank you for reaching out to us regarding Ms. [redacted]' concerns. Vivid Seats appreciates the opportunity to address this matter. We operate on the secondary market and maintain 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 ensuring that all tickets on our site are valid and authentic.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not own or generate tickets; rather, we act as an intermediary between fans and ticket holders. To protect our customers, all tickets purchased through Vivid Seats are completely backed by our 100% Buyer Guarantee. This guarantee ensures that all tickets purchased on our marketplace will be valid for entry to the event—and that in the extremely rare instance that tickets are deemed invalid, the customer will receive a full refund. All sellers undergo a rigorous screening process before being allowed to list on our site. This is part of our ongoing effort to ensure that all listings are accurate and that tickets are distributed accordingly.Because hundreds of sellers list on our website, errors in listing or distribution are reported in very rare instances. After conducting a full investigation into this issue, Vivid Seats has determined that Ms. [redacted]' order did experience such an error. Vivid Seats has been in contact with Ms. [redacted], and has provided a resolution to this issue that was amicable to both parties. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If Ms. [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 contacting us regarding Ms. [redacted]'s concerns. We appreciate the opportunity to address this matter. It should be noted that Vivid Seats is an online ticket resale marketplace, meaning that we have no affiliation with any box office or venue and do not own or generate any tickets....

Rather, we simply facilitate transactions between fans and ticket holders. 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.In reference to her claim that the tickets were sent late, we would like to provide clarification. Vivid Seats' 100% Buyer Guarantee covers all orders placed on our website, ensuring that tickets will arrive in time for the event. Because ticket delivery date depends on the primary issuer of tickets, with which Vivid Seats has no affiliation, the exact delivery date is outside our purview. In this particular case, a delivery delay was imposed by the primary issuer, causing tickets not to become available until 48 hours prior to the event, which is a common practice among primary issuers. We communicated this delay to Ms. [redacted], reassuring her that her tickets were guaranteed to arrive in time for the event. As part of our effort to provide excellent customer service, we have discussed this issue with Ms. [redacted] in detail prior to receiving this complaint.The event for which Ms. [redacted] purchased tickets took place on 8/13/16, and her tickets were delivered to her by email on 8/11/16, immediately after they became available to the seller. As such, Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms. [redacted] agreed prior to purchase, and has upheld our 100% Buyer Guarantee. If Ms. [redacted] has any further questions regarding this matter, we encourage her to contact our customer service team. At this time, we consider this matter resolved.Regards,Vivid Seats

Thank you for contacting us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...

customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Regarding Ms. [redacted]'s claim that she had to click an icon in order to view this information, we would like to provide clarification. While this information was readily available by clicking a "note" icon, it was also clearly presented along with the detailed pricing breakdown during checkout. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of all ticket details, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side, including the notation that these tickets had been designated "Obstructed View." 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 displays the number and prices of their tickets, delivery and service fees, the note "Obstructed view" 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. For this reason, we are unable to offer refunds or cancellations and must adhere to the "all sales are final" policy to which Ms. [redacted] agreed prior to purchase. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Ms. [redacted]'s valid, authentic tickets were delivered to her via email moments after she submitted her order, and she has since downloaded them. As such, Vivid Seats has acted in full accordance with our 100% Buyer Guarantee. Although Ms. [redacted] is not due to receive a refund for this purchase per the agreed-to terms, we have reached out to Ms. [redacted] and provided a resolution to this matter that is amicable to both parties. If Ms. [redacted] has any additional questions or concerns, we encourage her to reach out to a member of 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. [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 which event was 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. Our website is user-drive meaning all order details is either selected or inputted by the customer during the checkout process. When Ms. [redacted] selected tickets they were clearly labeled as [redacted] – The [redacted] occurring on 11/15. Ms. [redacted] then continued to the Login page which displayed a detailed order summary on the right side including the event details. After the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the event, the number and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red text. At this point, Ms. [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Ms. [redacted] originally contacted us asking to exchange her tickets. At this time we clarified that 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 or exchanges and must adhere to an “all sales are final” policy—a standard throughout the industry. Ms. [redacted] placed an order for tickets to the [redacted] and received her valid tickets prior to the event which has since passed. As such, we consider this matter closed. We encourage Ms. [redacted] to contact our customer service with any additional concerns she 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. Vivid Seats facilitates thousands...

of successful transactions each day with satisfied customers, 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. After a complete investigation into this matter, we have determined that Mr. [redacted]’s order was one such case. Vivid Seats has been in contact with Mr. [redacted], and issued a full refund on 12/20/2016. As such, we consider this matter closed. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team. Regards, Vivid Seats

Thank you for your response regarding Ms. [redacted]’s concerns. Vivid Seats maintains that our four-screen checkout process--throughout which all prices, ticket details, and the total for Ms. [redacted]’s order were shown--was sufficient opportunity for her to review this information. After being shown this information, Ms. [redacted] proceeded to check the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted her order. No order can be placed on our site without the customer agreeing to the sales terms and clicking “Place Order.” For transparency, this page also displays any notes, which in Ms. [redacted]’s case, reiterated that this particular listing had a possible obstruction. Ms. [redacted] stated that she saw the price associated with her tickets; yet the information regarding the possibility of an obstructed view were presented in this same location. Ms. [redacted] also stated that she went back to view tickets and a certain listing did not state an obstructed view; this is likely because the listing she purchased was no longer available and that particular listing did not have an obstructed view, therefore it was not stated. As we previously clarified, we promote a 100% Buyer Guarantee which ensures valid and authentic tickets to our customers prior to their event. This guarantee does not, however, allow for cancellation upon request. This is due to the nature of our business on the secondary marketplace. Ms. [redacted] was provided with the Estimated Ship Date of 5/19/2017 prior to placing her order though tickets often become available prior to this given date. As such, Ms. [redacted]’s tickets are currently in transit and are expected to be delivered shortly. As we have fully addressed Ms. [redacted]’s concerns we consider this matter closed; we encourage Ms. [redacted] to contact us with any additional concerns she may have. Regards, Vivid Seats