Vivid Seats LLC

Complaint: [redacted]
I am rejecting this response because: I did not receive the tickets before filing a complaint. I was supposed to have the tickets 2 days before I actually received them. The day of which I was to get the tickets was changed twice with no reason given for the delay. The event was over 500 miles away and I HAD to have the tickets the day before as I needed to leave early so I had enough time to get there.  What if I had wanted to leave the day before? I should have been issued the tickets with enough time to do just that but I was not.
Sincerely,
[redacted]

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

holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their delivery information, so we are confident in the transparency of our communication. This communication provides customers with multiple opportunities to review the details of an order, including the expected ship date, the actual ship date, as well as tracking information, all of which is emailed to the customer as soon as updates arrive.On 3/17/16 9:40 PM, Mr. [redacted] placed an order for [redacted] for 6/3/2016, with an estimated expected available date of 6/1/2016. On 4/6/16 10:27 AM, the seller shipped the tickets to the customer, as the tickets became available. At this time, the customer was provided a tracking number for their order via e-mail. After two unsuccessful delivery attempts, the package was delivered at the residence and signed for on 04/11/2016 12:08PM, as a signature was required for this package. As stated in Vivid Seats' sales terms and conditions (http://www.vividseats.com/terms.html), delivery will occur on or before the delivery date on the listing, regardless of delivery method. Vivid Seats reserves the right to change the delivery method, at its sole discretion, and may deliver tickets for any order up to one (1) hour prior to the event start time listed on the tickets. Vivid Seats is not responsible for lost, stolen, damaged or destroyed tickets and will not refund the order if the customer cannot locate the tickets once they are delivered. Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.  If Mr. [redacted] has any additional concerns they would like to discuss, he is welcome to reach out to our customer service department. At this time, we consider this matter closed. Regards, Vivid Seats

Initial Business Response /* (1000, 5, 2015/04/24) */
We regret to hear of Ms. [redacted] dissatisfaction, but 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.
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 nature of our marketplace means that all tickets shown on our site are listed and priced by individual ticket sellers, not Vivid Seats, in accordance with their assessments of the current ticket market climate. Because customers are purchasing tickets listed by individual resellers--and because the sellers are notified automatically as soon as an order is placed--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 that is described in detail in our Sales Terms and Conditions ([redacted]. (The nature of our business is transparently described throughout our site, including on our About Us, Sales Terms, and FAQs pages.)
After purchasing tickets to see[redacted] and[redacted] with YG through the Vivid Seats website, Ms.[redacted] expressed doubts about the validity of those tickets. She has also expressed concern that the tickets she received display the[redacted] name and logo. We are sorry for her trepidation, but we assure her that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers. Because tickets on our site are listed by trusted, individual sellers, any tickets could display the name and/or logo of the venue or website from which they were originally purchased. Finally, and most importantly, our 100% Buyer Guarantee (http://www.vividseats.com/guarantee.html) promises that any tickets purchased through our marketplace will be completely authentic and valid for entry to the event.
Vivid Seats remains a trusted source for tickets thanks to our low prices relative to other secondary marketplaces, transparent order process, and commitment to excellent customer service. Once again, we assure Ms.[redacted] that, in accordance with our Buyer Guarantee, her tickets will be valid for entry to her concert. If Ms.[redacted] has any further questions or concerns, we encourage her to contact a member of our customer service team.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Verbal assurance from Vivid Seats does not change the fact that[redacted] and the [redacted] Art Center have not and will not testify to the validity of the tickets. I am requesting a full refund.
Final Business Response /* (4000, 9, 2015/04/28) */
Ms.[redacted] has was given multiple opportunities to review the secondary market nature of our website before she completed her purchase. Her tickets were sold to her through a legitimate professional ticket re-seller on our site, and her order is backed by our 100% buyer guarantee which states that her tickets are guaranteed to be valid and authentic. We are unable to refund Ms. [redacted] order and are therefore unable to meet her desired resolution. Ms. [redacted] dissatisfaction with her purchase is outside the purview of Vivid Seats and we consider this matter resolved.

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] indicated that her order total was not shown until she placed her order; this should be noted as inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, 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 the tickets she was interested in, she continued to the Login page which displayed a detailed order summary on the right side. 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 $117.42 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. Directly below this Ms. [redacted] was displayed the message “By clicking ‘Place Order,’ your credit card will be charged $117.42.” 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. 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. We discussed this matter with Ms. [redacted] prior to receiving this complaint to provide clarification. As Ms. [redacted] had multiple opportunities to review her order total, and received her valid tickets immediately after placing her order, 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. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...

individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Our customer has expressed concerns regarding the delivery method of their parking pass for their event that took place on 12/28/2017, to which we would like to provide clarification. When our customer navigated our website and chose to purchase one parking pass for Section: LOT 3 Row: GA8, they continued to our checkout page which reiterated all event and ticket information for our customer to review. Since delivery methods vary in price, a new order total was calculated once our customer opted to receive their tickets via Special Delivery. At this point, our customers 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 “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 $48.23.” Our customer then proceeded to select Place Order at which time their order was complete.It should be noted that 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

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. Prior to this complaint we have been in contact with Ms. [redacted] regarding this issue in an attempt to reach a resolution.On 2/2/16 at 3:08 PM, Ms. [redacted] purchased tickets to see the New York [redacted] at Miami [redacted] (Exhibition) on 4/1/16 at 1:10 PM. This event was later rescheduled by the venue for 4/1/16 at 7:10 PM. On 2/2/16, we contacted Ms. [redacted] to inform her of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. [redacted] cannot receive a refund for rescheduled events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. As previously stated, we have been in contact with Ms. [redacted] regarding this issue but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Ms. [redacted] may have, we consider this matter closed. Regards,Vivid Seats

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 12/19/2016, Ms. [redacted] purchased tickets to see AC/DC on 03/26/16. 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 Ms. [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 Ms. [redacted] and hope she 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 them to contact a member of our customer service team. Regards,Vivid Seats

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

holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees, 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. In addition, it should be noted that directly above the "Place Order" button, in bolded text, the following statement is present: “By clicking “Place Order’, your credit card will be charged” followed by the total purchase amount, incorporating the cost of the tickets, service and delivery fees.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Ms. [redacted] to utilize this resource for any additional concerns she may have.Regards, Vivid Seats

Thank you for reaching out to us regarding the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Regarding Mr. [redacted]' concern that our company has access to his personal credit files, it must be noted that this is inaccurate. We understand his...

concern over the security of this sensitive information, and would like to clarify that at no point has Vivid Seats had access to such information. Rather, Vivid Seats utilizes information readily available through public records--not [redacted] credit files--for the sole purpose of ensuring that our customers' payment information remains protected.The security of our customers' information is of utmost importance, so we are not able to process any order without confirming that it was authorized by the cardholder. To this end, additional verification may be required on certain orders if the information provided by the customer cannot be verified. In these cases, our Verification Team utilizes public records to obtain information that relates to the actual card holder, such as phone numbers or previous addresses.When Mr. [redacted] placed his order, some of the information he entered could not be verified and for this reason, we reached out to him to confirm that this was an authorized transaction before processing payment. At that time, our agent asked Mr. [redacted] to confirm a previous address, for the purpose of comparing that address to those associated with the cardholder through public records. Our agent also requested to speak with the customer on a phone number that was verified by public records. Again, this had no purpose outside of ensuring that the actual card holder was the individual making the purchase, and this process is standard throughout eCommerce industries.Vivid Seats as acted in full accordance with the agreed-to Sales Terms and Conditions, and Mr. [redacted]' valid, authentic tickets have been delivered to him. As such, we consider this matter resolved, and hope that Mr. [redacted] will continue to choose Vivid Seats for his future event ticket needs. If he has any further questions regarding this or any other purchase, we encourage him to reach out to 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.
Sincerely,
[redacted]

Thank you for reaching out to us regarding this matter. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers. Our customer’s security is of the utmost importance to us and every order goes through our rigorous verification process to ensure...

all orders placed on our site are authorized by the cardholder. Upon review by our internal fraud investigation team it was determined that this was an authorized transaction. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are typically unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Prior to receiving this claim, Vivid Seats has been in contact with Ms. [redacted] via email, and we believe we have reached an amicable resolution for both parties. As such, we consider this matter resolved. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we encourage her to contact a member of our customer service team. Regards, Vivid Seats

Thank you for getting back to us regarding this issue. Although Ms. [redacted] continues to press forward with this matter, we are not, 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. In regards to Ms. [redacted]'s statement about the price of tickets and the fees, we should note again that Vivid Seats completes thousands of successful transactions per day with customers who are fully aware of their order total prior to submitting an order. We pride ourselves on providing a transparent checkout process so we are confident that the information for Ms. [redacted]'s order was provided well before she confirmed her order. As previously stated Ms. [redacted] has also filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active. If Ms. [redacted] has other 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 Vivid Seats. We 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. Our reselling process is simple to use, transparent in it's process, and monitored closely to ensure a positive ticket selling and buying experience for customers. In regards to Mr. [redacted] claim, Mr. [redacted] indeed attempted to sell tickets on the Vivid Seats marketplace for the [redacted] Tournament on 03/11/2016. The event took place on 03/12/2016. Per Vivid Seats' seller terms and conditions, when an individual lists tickets, they represent and warrant that each ticket is in their possession or available to them at a specific date. When listing on Vivid Seats, sellers are able to select an expiration date and time of their listing. The expiration time and date was approved by Mr. [redacted] when he posted the listing. To ensure timely delivery, Vivid Seats also reserves the right to cancel all individual seller listings prior to event start time. When Mr. [redacted] contacted Vivid Seats with concerns of his listing not broadcasting on the website after his expiration date and time, as a one time courtesy, we posted the listing on his behalf up to the event start time. Vivid Seats is not to be held accountable for listings that do not sell as we have no control over the inventory or market. All of this is stated in the policies that Mr. [redacted] agreed to when he placed his listing (http://www.vividseats.com/sellerterms.html).  If Mr. [redacted] has additional questions or concerns about Vivid Seats reselling process we encourage him to contact a member of our customer service team; as it stands, we consider this matter closed.Regards, Vivid Seats

Complaint: 12326617
I am rejecting this response because:I still maintain that the quantity was correctly displaying as one ticket until I entered my payment information. Once I did that and submitted for one ticket I was charged for four tickets. The  customer reviews frequently notated this issue and I called customer support immediately to report this issue. I am seeking reimbursement for the three unauthorized, unneeded, and unwanted tickets. 
Sincerely,
Terri [redacted]

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

holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their purchase, 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, including section, row, and quantity of tickets. 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 on the right side that displays the section, quantity 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. 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) 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.”Prior to this complaint, we were in contact with Mr. [redacted] regarding this issue and tried to assist in resolving with him but we were unable to reach an amicable resolution. As it currently stands, we consider this matter closed. If Mr. [redacted] has any additional questions or concerns he is welcome to contact our customer service team.Regards,Vivid Seats

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats has been in contact with Mr. [redacted], and as a one-time courtesy offered a resolution. As such, we consider this matter resolved, and hope that Mr. [redacted]...

will consider Vivid Seats for their future event ticket needs. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we welcome them 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.
Sincerely,
Dawn [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11111895, and find that this resolution is satisfactory to me.
From: Beth [redacted] [mailto:[email protected]] Sent: Tuesday, February 09, 2016 10:29 AM To: Customer Relations <[email protected]> Subject: Re: Case#11111895 I will accept the 100 % refund from Vivid seats which they tell me will take 7 to 10 days. I appreciate the Revdex.com handling of this matter but I will never do business with Vivid seats again. They continue to have my money for the last five weeks and I need to wait an additional week for my money to be returned to me. Sincerely,
Elizabeth [redacted]

Thank you for reaching out to us regarding the concerns of our valued customer, Mr. [redacted]. At Vivid Seats, we appreciate 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...

customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Mr. [redacted] has claimed that his total charge was difficult to see on our checkout page; however, it must be noted that this is inaccurate. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of all fees associated with their order, as well as the total price, 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. Mr. [redacted] was shown both the quantity and price of the tickets, delivery and service fees, as well as the total charge highlighted in bold, red text. 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. Since 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. 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." These messages were clearly visible to Mr. [redacted] during the purchase process.Mr. [redacted]'s valid, authentic tickets were delivered moments after he submitted his order. As such, Vivid Seats has acted in full accordance with our 100% Buyer Guarantee. In addition, we have reached out to Mr. [redacted] and provided a courtesy resolution to this matter that was amicable to both parties. If Mr. [redacted] has any further questions concerning this order, we encourage him to reach out to a member of our customer service team. At this time, this matter has been resolved.Regards,Vivid Seats

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