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. 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. Although our customer has indicated that the listing was advertised as a three day event, this is inaccurate. Our site is completely user-driven meaning all order details are either selected or in-put by the customer. Our customer was prompted to select the event they were interested in and at this time selected the event which specifically stated, "2018 [redacted]l Nationals - Night 2" on 1/10/2018 and navigated to the ticket listing page. Once a listing and quantity desired were selected, they continued to the Login page which displays a detailed order summary on the right side reiterating the event name. 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 $940.67 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 $940.67.” 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 the event or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry and agreed upon by our customer.As the event details only specified one date, and gave no indication otherwise, we maintain that the listing was properly advertised and our customer was sufficiently notified of this information prior to submitting their order. This information was also clarified for our customer via email. As all order details were sufficiently displayed prior to placing their order, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department where they will be directed to discuss this matter with a manager.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 claimed that her order total, including fees, was not adequately displayed to her prior to placing her order. 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] viewed tickets for a “2Cellos” event occurring on 9/16/2017, the top of this page states, “Note: Prices set by sellers, may be over face-value. Seats are together, unless noted.” Ms. [redacted] 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 $900.15 highlighted in bold, red text. We would like to clarify that this information was presented before Ms. [redacted] was prompted to enter any credit card information. 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, the bold message, “By clicking ‘Place Order,’ your credit card will be charged $900.15.” Ms. [redacted] then continued to click the “Place Order” button directly below this message. 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).” 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 agreed to at the time of checkout—a standard throughout the industry. Regarding Ms. [redacted]’s claim that her tickets may be fraudulent; this should be noted as inaccurate. We ensure that all tickets sold on our site are authentic and valid for entry and sufficiently display all order details prior to purchase. We assure Ms. [redacted], when her event does take place on 9/16/2017, her tickets will gain her entry into her event as every order placed on our site is protected by our 100% Buyer Guarantee. As Ms. [redacted] stated, prior to receiving this claim we were in contact with her. At this time we clarified this information and offered a courtesy resolution. This offer was made in the interest of customer service with Vivid Seats stepping outside of the agreed upon terms to resolve this matter with Ms. [redacted]. This courtesy offer, however, was declined by Ms. [redacted]. As such, we consider this matter closed and welcome Ms. [redacted] to contact our customer service with any further 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. 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 process. In regards to Mr. [redacted]’s claim that he did not receive tickets prior to his event it should be noted that this not accurate. Though Mr. [redacted] has filed this claim, our records show that Ms. [redacted] placed this order. Ms. [redacted] placed her order on 2/25/2017 at 3:54 PM CST, she then received two emails at 3:56 PM CST. The first email was an order summary confirming her order, the second provided her valid tickets. This initial email containing valid tickets was delivered only two minutes after the order was placed. For Ms. [redacted]’s convenience, we provided two more follow up emails as a reminder to download her tickets. These emails were sent on 2/27/2017 and 2/28/2017 at 8:00 AM CST. It was not until twelve minutes prior to Ms. [redacted]’s event, which took place 2/28/2017, that spoke to Ms. [redacted] regarding her concerns. At the time Ms. [redacted] attempted to download her tickets, there was a widespread server outage that impacted much of the country (link to one such news story: http://www.cbsnews.com/news/amazon-web-services-cloud-outage-internet-crashes/); such matters are outside our purview. While this may have impeded Ms. [redacted]'s ability to download her tickets twelve minutes before the start of her event, the tickets were email sent to her three days prior. As Ms. [redacted] was provided with valid tickets three days prior to her event, as well as two reminder emails, we consider this matter closed. If Mr. or Ms. [redacted] would like to discuss this matter further, we encourage them to contact our customer service team. Regards,Vivid Seats

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

with individual ticket holders and amazing live events. 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. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their Estimated Ship Date, so we are confident in the transparency of our checkout process. This process allows each customer several opportunities to view all details of an order, including the Estimated Ship Date, prior to placing their order. The Estimated Ship Date of 11/20 was stated when Mr. [redacted] selected 2016 Maui Invitational Session 3 tickets and reiterated throughout the checkout process. Due to the nature of our business as a secondary marketplace, Vivid Seats does not own or generate any tickets and therefore does not set or control delivery date. Rather, the Estimated Ship Date is set by the individual seller of the tickets and is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. This information was clearly presented to Mr. [redacted] before he submitted his order, and was additionally discussed with Mr. [redacted] afterwards. It should be noted that tickets are often able to ship prior to an estimated in-hand date, as was the case with Mr. [redacted]'s order. Mr. [redacted]’s tickets were delivered on 11/9, prior to his event on 11/22 and his 11/16 departure date. As such, we consider this matter closed. Regards, Vivid Seats

Thank you for reaching out to us, as were 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 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 a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of tickets, delivery and service fees, and the total charge highlighted in red. 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 attempted to contact [redacted] and have been unable to speak with her. 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 [redacted] to utilize these resources for any additional concerns, but as it currently stands, we consider this matter closed

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 2018 Waste Management Phoenix Open - Thursday, 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 $1,400.65 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 $1,400.65.” Our customer then proceeded to select “Place Order”, at which time their order was complete.Prior to receiving this complaint, Vivid Seats has been in contact with our customer and has offered a one-time courtesy resolution in the interest of customer service. We are pleased to have reached an amicable resolution; at this time, we consider this matter resolved. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.Regards,Vivid Seats

Complaint: [redacted]
I am rejecting this response because: I couldn't even use the tickets. They were rejected at the door that I waited in line for 3 hours in. You sold a service that couldn't not be used and you fraudulently told my wife that there were no tickets left for 55 each to make more money and there were 55 dollar seats available. You lied and that is fraud. Then we didn't even use the tickets because they were rejected. So I want a full refund and your business to get a down grade on your Revdex.com record. You are a bad company and I will tell everyone I know to not do business with you. EVER. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  My financial institution was notified by me to end the dispute with Vivid Seats.  They are waiting for a response from Vivid Seats and the matter can be closed and the payment for the two seats I purchased can be reinstated to Vivid Seats in full. Action was taken, by me,  due to a misunderstanding as to handling of tickets.  This question has since been answered to my satisfaction by the company. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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.
This complaint is resolved. I accepted the company's offer to refund the unexpected service fee. I hope the Revdex.com keeps an eye on this company's business practices. The lack of a detailed receipt is still concerning to me. I hope the Revdex.com can help to persuade Vivid Seats to have a detailed list of all expenses of the transaction clearly shown on the screen at check out. Also, in their e-mail confirmations they should include the same detailed summary of expenses. They would avoid a lot of these conflicts in the first place if they'd just be more up front about what they are charging.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This company does not display the fees on the Android app. Maybe in other platforms I do not know. However I do know and I can prove, and anybody can prove this, by going on their app on an android, and attempting to buy a ticket for any amount. You dont have to buy it..just go to check out, and before you check out you can see that fees are jot added until after the fact. This is against the laws that govern online sales and against the regulations that are in place to protect the consumers. This are unethical practices and misleading processes just to make more money.  I would have shared the screenshots with the company, however they never responded to my emails. I did share them my the financial institution. I cant share here because it has personal infrmation. To be clear, I do have prove and screenshots of my purchase. I am ready to escalate more, reach out to legal advise and the media, reach out to higher management levels, until I get a full refund.  Refunding now will be cheaper than later having to pay for courts and lawyers.  Sincerely,
[redacted]

Complaint: 11703224
I am rejecting this response because: as I previously stated no where while placing my order did the website disclose the amount I was to be charged. Regardless they consider the case closed it is far from closed according to me. This website is a joke and only wants to fraud consumers out of their money. 
Sincerely,
Andrea [redacted]

Thank you for bringing this matter to our attention. 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. We’d like to address the concerns regarding...

Mr. [redacted] claim that his tickets were not valid upon entry.[redacted] has made a serious claim and we have conducted a thorough investigation that included speaking to [redacted] and the seller, providing each of them the opportunity to provide evidence. In this case, [redacted] did not provided evidence that the tickets were invalid. The seller did provide proof that the tickets were indeed valid. While we cannot state definitively what occurred, the issue did not arise due to invalid tickets.Despite no wrongdoing on our part, we contacted [redacted] to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience. [redacted] declined our offer. We are not able to fulfill Mr. [redacted] desired resolution per the information we received and we consider this matter closed. If [redacted] would like to speak about this further, we encourage her to reach out to us and ask to speak 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. 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.In the highly rare event that we receive a report of tickets being invalid, Vivid Seats acts quickly to conduct a detailed investigation into the matter. In the case of Mr. [redacted], our thorough investigation resulted in documentation verifying that the tickets received were in fact valid for our customer to download and print to gain entry to this event. On 7/25/2017 we discussed this matter with Mr. [redacted] to provide clarification and offer a courtesy resolution; however, this offer was declined. We offered to re-open the investigation should Mr. [redacted] provide further documentation to support their claim. On 7/27/2017 Mr. [redacted] sent an email though no additional documents verifying their claim was provided. As such, Mr. [redacted] is not due to receive a refund, per the agreed-to terms and conditions. Should additional documents be provided to support Mr. [redacted]’s claim, we would be happy to re-open the investigation. As it currently stands, we consider this matter closed.Regards,Vivid Seats

Complaint: [redacted]
I am rejecting this response because: the website clearly stated the tickets weould be delivered via emial the next day and when I spoke with a company rep he indicated that in fact the tickets might not be delivered until as late as the day of the event. Therefore, I consider the webpage to be deceptive and misleading to consumers. Yes, I now have my tickets but it was only after I filed a complaint with the Revdex.com.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As stated previously, I have contacted Vivid Seat's customer service department, the result of which was being dismissed and informed that a manager would contact me, which never happened. In regards to Vivid Seat's "sales terms", it is stated "each listing contains the event name, date, seat location, and price per ticket". In conflicting of that statement, my tickets contained neither the date or price per ticket. It is understood that event times change without Vivid Seat's control, but the original date and time should have been listed on any valid ticket. While my email also contained the date and time of the event (as attached), it is clear that if a company is able to send a confirmation email for an event, let alone sell an event ticket for a declared date and time, it should also stand by that declaration and be able to deliver valid tickets with valid information. As stated by the company- everything is supposedly confirmed and reviewed prior to sale- and so why were my tickets not detailed to match the original event date and time, as "confirmed" through my email? 
Therefore- by fault of Vivid Seat's review process, and neglectful customer service commitments, I am continuing to insist that my tickets lacked the promised "event name, date....price per ticket" as listed in the sales terms. The company guarantees the reimbursement of any invalid tickets- which is what I received, and are again attached to support the lack of promised valid details on my tickets. 
Sincerely,
Jazmine [redacted]

Thank you for your response. As we previously stated, per our seller terms, “Vivid Seats does not guarantee that the ticket(s) you are listing for sale will be listed on the site within a certain time frame. It is your responsibility to ensure that your listing is on the site and displayed as you intended.” When listing tickets for sale, our website clearly indicates, "if e-tickets are not uploaded into an email delivery listing, these listings will be removed 2 days prior the the event.  If they were uploaded into the listing, the listings will remain up until the event time. We ask our Fan Sellers to renew their listings periodically to ensure that all of our inventory is up-to-date and accurate, especially as the event approaches and tickets across the secondary market are selling quickly. You can find your listing's upcoming expiration date by clicking on your listing to access the 'Listing Details' page."Furthermore, our seller service agents extended Mr. [redacted]' listing as a courtesy upon him contacting our support team; as we previously clarified, this option is accessible to fan sellers on their Listing Details page. We ask fan sellers to monitor their listings and inventory as the event date approaches to ensure information is up-to-date and accurate. Although Mr. [redacted] expresses concerns regarding the reselling option available on our site, Mr. [redacted]' valid tickets were originally delivered to him on [redacted] prior to his event on 4/26/2017. This time frame provided Mr. [redacted] with ample opportunity to list tickets on our site as well as a number of other reputable resale sites who allow fan selling. As we have fully addressed all of Mr. [redacted]' concerns, we consider this case closed.Regards,Vivid Seats

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

with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the quantity of tickets 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. When Ms. [redacted] selected the two tickets she was interested in for the Ringling Bros B&B, she continued to the Login page which displayed a detailed order summary on the right side. 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 price for the two tickets, delivery and service fees, and the total charge of $79.16 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).” 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 Ms. [redacted] placed her order for two tickets, agreeing to our “all sales are final” policy, and received her two valid tickets immediately, we consider this matter closed. We encourage Ms. [redacted] to contact our customer service department with any additional concerns she may have. 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.First and foremost, all orders placed with Vivid Seats are protected by our 100% Buyer Guarantee which state customers will receive valid tickets in time for the event or their money back. [redacted] elected to have these tickets delivery via email, which was provided by [redacted] at checkout. The tickets [redacted] selected were emailed to the address he provided 8 minutes after the order was placed and had clear instructions about how to gain access to the event. [redacted] did not download and print the tickets, which is why he was unable to gain access to the event. It should be noted that in addition to this current claim, [redacted] has also filed a dispute with their 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.Regards,Vivid Seats

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. [redacted] will consider Vivid Seats for their future event ticket needs. If...

Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team.Regards,Vivid Seats