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.In regards to Ms. [redacted]'s claim about the total charge, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket, 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. Since 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.”We have been in contact with Ms. [redacted] regarding this issue, addressed her concerns and in the interest of customer service offered a resolution, which she accepted. As such, we consider this matter resolved and 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
Complaint: [redacted]
I am rejecting this response because:I spoke to the venue which was [redacted], they declared and I quote, " because you purchased your tickets from an outside venue, a refund from us is not possible." So if [redacted] will not be held responsible for the incident nor the place what I purchased the tickets from, who am I to address the incident to? Someone has to be held reliable for this incident. I paid for tickets that were non existent. Now both parties are not admitting to fault or compensation. Vivid seats did refund not even a quarter of the money I paid for the tickets. I do not find it fair that after paying for an anticipated concert, the day of the showing I get moved around 5 times, because my purchases seats were non existent.
Sincerely,
[redacted]
Thank you for contacting us in regards to our valued customer Mr. [redacted]. We appreciate the chance to address his concerns. Vivid Seats operates on the secondary market and does not own or generate tickets as a primary box office; instead, we merely facilitate transactions between fans and ticket...
sellers. To this end, we are committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Mr. [redacted] has stated that he was not made aware he was paying service and delivery fees for his tickets, though we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once Mr. [redacted] selected the tickets he was interested in for Pittsburgh Pirates at Chicago Cubs (Replica World Series Trophy Giveaway), he continued to the Login page which displayed a detailed order summary on the right side. After he entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displayed the number and prices of his tickets, delivery and service fees, and the total charge of $752.45 highlighted in bold text. At this point, Mr. [redacted] was 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).” Directly above the Place Order button, Mr. [redacted]’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $752.45.” Mr. [redacted] then proceeded to select Place Order at which time his order was complete.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.Mr. [redacted] successfully placed his order on [redacted] and received his valid tickets before his event that took place on [redacted]. Prior to receiving this claim, we have thoroughly discussed this matter with Mr. [redacted]. As all order details were sufficiently displayed prior to placing his order, we consider this matter closed. If Mr. [redacted] has any additional concerns pertaining to this order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats is a secondary ticket marketplace, meaning that we have no affiliation with any venue or box office and do not own or generate any inventory of...
tickets. Rather, our role is to facilitate transactions between fans and individual ticket holders. Because our customers are purchasing tickets owned and listed by individual sellers, we must ensure that our policies are fair to both parties. This means that sellers are notified immediately when an order is placed, and we are therefore not able to offer any cancellations or refunds and must adhere to an "all sales are final" policy--a standard throughout the industry.In reference to Ms. [redacted]'s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, she saw an even more in-depth order summary that displayed the quantity and prices of her tickets, the delivery and service fees, and the total charge.With regard to her concern that the tickets may not be side by side, we would like to clarify that all tickets purchased in a single order on our site will be side by side, unless otherwise noted. Ms. [redacted] is completely backed by our 100% Buyer Guarantee to receive her valid, authentic, side-by-side tickets in time for the event. Additionally, we have reached out to Ms. [redacted] and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If she has any further questions regarding this or any other order, we encourage Ms. [redacted] to reach out to a member of our customer service team.Regards,Vivid Seats
As stated in our previous response [redacted] daughter was allowed into the event, which confirms that they were not "fake" tickets. While we cannot state definitively what occurred, the seating issue did not arise due to invalid tickets. There is no evidence of these tickets being invalid. Also stated previously, we contacted [redacted] daughter to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience, and came to a mutual resolution. We have done this as a courtesy, as there was no evidence that these tickets were invalid. We consider this matter resolved. If [redacted] has any further questions or concerns regarding this order, we welcome her to contact a member of our management team.
Complaint: [redacted]
I am rejecting this response because:the tickets were not delivered to meYes, from what I understand they were delivered to "someone".Now, as a result of their 3rd party vendor sending them and "allowing" someone other than myself to sign for these tickets, I am now responsible for reissuing these tickets??? I don't understand how that makes any sense.Vivid needs to take accountability for their mistake, and pay for the reissuing of these tickets.
Sincerely,
Timothy [redacted]
Thank you for reaching out to us. We want to note that while we dispute some of Mr. [redacted] assertions regarding the underlying facts related to his sale on our marketplace, we have discussed this matter with Mr. [redacted] prior to receiving this complaint and have reached a resolution suitable for both...
Thank you for your response regarding this matter. Although our customer continues to press forward, we previously clarified that event dates are subject to change and are dependent upon the artist and primary issuer. As Vivid Seats is not affiliated with either, such matters are outside of our purview. Additionally, as we are not affiliated, we have no insight as to when an artist may reschedule their event. Our customer placed their order on 2/23/2017 and the event was later rescheduled by the artist, not Vivid Seats, in March.Although our customer has indicated that tickets were never sent, this is inaccurate. Our customer selected a ticket type known as Flash Seats when placing their order. These tickets were transferred on 3/7/17 for him to accept through their Flash Seats account. As we previously mentioned, we received a dispute regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open. Any questions our customer has should be directed to the financial institution with which the dispute was filed. As we have adequately addressed our customer's concerns, and the tickets delivered on 3/7/2017 remain valid, we consider this matter closed.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us. Mr. [redacted] contends that the tickets were not what he ordered; however, as he has previously stated, this order was placed through our website by Mr. [redacted] himself. We have been in contact with Mr. [redacted] about this issue and have addressed his concerns. We should note that we have been attempting to get in touch with Mr. [redacted] in an attempt to find an amicable resolution for his claim but have been unsuccessful in reaching him. Mr. [redacted] was provided valid tickets for his selected event, which we sincerely hope he was able to enjoy. Vivid Seats has a customer service team available to discuss his concerns and any additional questions he may have. As it stands, we consider this matter closed. Regards, Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Brian [redacted]
Thank you for your response. Vivid Seats maintains that the transparency of our checkout process fully allows every customer to view all order details, including a breakdown of all prices, prior to completing their order. In addition to this current claim, our customer has also indicated having difficulties contacting us to discuss his order; however, it should be noted that we have had multiple conversations with our customer via phone, email, and our Live Chat application to discuss his order. As we have thoroughly addressed all of Mr. [redacted] concerns, we consider this matter to be 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 12/03/15, Ms. [redacted] purchased tickets to see Janet Jackson on 08/18/16. 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 he will consider Vivid Seats for his future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
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 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 Ms. [redacted] selected the listing for six tickets she was interested in for Muse with 30 Seconds to Mars, 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 navigate to the Checkout page, which featured an even more in-depth order summary that displayed the number and prices of her tickets, delivery and service fees, and the total charge of $1,212.72 highlighted in bold text. At this point, all of our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $1,212.72.” Ms. [redacted] then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with Ms. [redacted]. 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 her 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.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. While we do have listings to events held at PopeJoy we have no affiliation with this venue or any other locations, and do not generate tickets as a primary box office. This is noted by our url www.vividseats.com, which shows no relation to any venue. 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, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for your response. Vivid Seats maintains that the estimated shipment date was provided prior to Ms. [redacted] purchase. At this time we have fully addressed her concerns and attempted to provide Ms[redacted] an amicable resolution to her concerns. As Ms[redacted] agreed to our sales terms and conditions, including our "all sales are final" policy, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:there's no way my wife will pay 425.28 for 2 tickets. the price of each ticket that was printed is 50.00 each,so you think charging your customers an extra 300 usd is OK?
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to maintaining a simple, transparent process.Mr. [redacted] has stated that he did not receive the tickets until 2/17/2017 though this is inaccurate. Mr. [redacted] placed his order for [redacted] – [redacted] on 12/3/2017 at 1:44 PM CST and received an order summary email immediately, which he has stated he received. Minutes later, at 1:47 PM CST, Mr. [redacted]’ valid tickets were delivered to the email address on file. Additionally, for Mr. [redacted]’ convenience, we sent two “E-ticket Download Reminder” emails, one on 12/17/2017 and the second on 2/18/2017, as a reminder for him to download and print his tickets prior to his event which took place on 2/18/2017. Mr. [redacted] did not contact us until 2/21/2017, at which time we clarified this information.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry—and agreed upon prior to placing any order.As Mr. [redacted] received his valid tickets minutes after placing his order, and received two reminder emails prior to his event, we consider this matter closed. If Mr. [redacted] has additional concerns regarding his order, we encourage him to contact our customer service department so that we may adequately address them.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, 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.In regards to Ms. [redacted]'s claim about the total charge, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their price per ticket, 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. Since 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.”We have been in contact with Ms. [redacted] regarding this issue, addressed her concerns and in the interest of customer service offered a resolution, which she accepted. As such, we consider this matter resolved and 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
Complaint: [redacted]
I am rejecting this response because:I spoke to the venue which was [redacted], they declared and I quote, " because you purchased your tickets from an outside venue, a refund from us is not possible." So if [redacted] will not be held responsible for the incident nor the place what I purchased the tickets from, who am I to address the incident to? Someone has to be held reliable for this incident. I paid for tickets that were non existent. Now both parties are not admitting to fault or compensation. Vivid seats did refund not even a quarter of the money I paid for the tickets. I do not find it fair that after paying for an anticipated concert, the day of the showing I get moved around 5 times, because my purchases seats were non existent.
Sincerely,
[redacted]
Thank you for contacting us in regards to our valued customer Mr. [redacted]. We appreciate the chance to address his concerns. Vivid Seats operates on the secondary market and does not own or generate tickets as a primary box office; instead, we merely facilitate transactions between fans and ticket...
sellers. To this end, we are committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Mr. [redacted] has stated that he was not made aware he was paying service and delivery fees for his tickets, though we would like to provide clarification. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Once Mr. [redacted] selected the tickets he was interested in for Pittsburgh Pirates at Chicago Cubs (Replica World Series Trophy Giveaway), he continued to the Login page which displayed a detailed order summary on the right side. After he entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displayed the number and prices of his tickets, delivery and service fees, and the total charge of $752.45 highlighted in bold text. At this point, Mr. [redacted] was 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).” Directly above the Place Order button, Mr. [redacted]’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $752.45.” Mr. [redacted] then proceeded to select Place Order at which time his order was complete.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.Mr. [redacted] successfully placed his order on [redacted] and received his valid tickets before his event that took place on [redacted]. Prior to receiving this claim, we have thoroughly discussed this matter with Mr. [redacted]. As all order details were sufficiently displayed prior to placing his order, we consider this matter closed. If Mr. [redacted] has any additional concerns pertaining to this order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats is a secondary ticket marketplace, meaning that we have no affiliation with any venue or box office and do not own or generate any inventory of...
tickets. Rather, our role is to facilitate transactions between fans and individual ticket holders. Because our customers are purchasing tickets owned and listed by individual sellers, we must ensure that our policies are fair to both parties. This means that sellers are notified immediately when an order is placed, and we are therefore not able to offer any cancellations or refunds and must adhere to an "all sales are final" policy--a standard throughout the industry.In reference to Ms. [redacted]'s claim that she was not made aware of the order total prior to purchase, it should be noted that this is inaccurate. Our website is user-driven, and no order can be placed without the customer having been made aware of all order and pricing details. When Ms. [redacted] selected the tickets she was interested in, she was taken to our Checkout page. From there, she was directed to review the itemized order breakdown, which clearly displayed the price per ticket, all fees, and the total price in bold text. Ms. [redacted] was required to agree to our terms and conditions—visible in a text box below this order total—and presented with the bold-text message “All sales are final.” At this point, Ms. [redacted] was also presented with the message “I agree to the sales terms and conditions above,” and checked a box signifying her agreement with this statement. During this process, she saw an even more in-depth order summary that displayed the quantity and prices of her tickets, the delivery and service fees, and the total charge.With regard to her concern that the tickets may not be side by side, we would like to clarify that all tickets purchased in a single order on our site will be side by side, unless otherwise noted. Ms. [redacted] is completely backed by our 100% Buyer Guarantee to receive her valid, authentic, side-by-side tickets in time for the event. Additionally, we have reached out to Ms. [redacted] and provided a resolution to this matter that was amicable to both parties. As such, this matter has been resolved, and we hope that Ms. [redacted] will consider Vivid Seats for her future event ticket needs. If she has any further questions regarding this or any other order, we encourage Ms. [redacted] to reach out to a member of our customer service team.Regards,Vivid Seats
As stated in our previous response [redacted] daughter was allowed into the event, which confirms that they were not "fake" tickets. While we cannot state definitively what occurred, the seating issue did not arise due to invalid tickets. There is no evidence of these tickets being invalid. Also stated previously, we contacted [redacted] daughter to resolve the matter in the interest of customer satisfaction and as a courtesy due to the inconvenience, and came to a mutual resolution. We have done this as a courtesy, as there was no evidence that these tickets were invalid. We consider this matter resolved. If [redacted] has any further questions or concerns regarding this order, we welcome her to contact a member of our management team.
Complaint: [redacted]
I am rejecting this response because:the tickets were not delivered to meYes, from what I understand they were delivered to "someone".Now, as a result of their 3rd party vendor sending them and "allowing" someone other than myself to sign for these tickets, I am now responsible for reissuing these tickets??? I don't understand how that makes any sense.Vivid needs to take accountability for their mistake, and pay for the reissuing of these tickets.
Sincerely,
Timothy [redacted]
Thank you for reaching out to us. We want to note that while we dispute some of Mr. [redacted] assertions regarding the underlying facts related to his sale on our marketplace, we have discussed this matter with Mr. [redacted] prior to receiving this complaint and have reached a resolution suitable for both...
parties. Regards, Vivid Seats
Thank you for your response regarding this matter. Although our customer continues to press forward, we previously clarified that event dates are subject to change and are dependent upon the artist and primary issuer. As Vivid Seats is not affiliated with either, such matters are outside of our purview. Additionally, as we are not affiliated, we have no insight as to when an artist may reschedule their event. Our customer placed their order on 2/23/2017 and the event was later rescheduled by the artist, not Vivid Seats, in March.Although our customer has indicated that tickets were never sent, this is inaccurate. Our customer selected a ticket type known as Flash Seats when placing their order. These tickets were transferred on 3/7/17 for him to accept through their Flash Seats account. As we previously mentioned, we received a dispute regarding this transaction. Due to the nature of the dispute process, we are unable to provide a resolution to this matter while this dispute remains open. Any questions our customer has should be directed to the financial institution with which the dispute was filed. As we have adequately addressed our customer's concerns, and the tickets delivered on 3/7/2017 remain valid, we consider this matter closed.Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for reaching out to us. Mr. [redacted] contends that the tickets were not what he ordered; however, as he has previously stated, this order was placed through our website by Mr. [redacted] himself. We have been in contact with Mr. [redacted] about this issue and have addressed his concerns. We should note that we have been attempting to get in touch with Mr. [redacted] in an attempt to find an amicable resolution for his claim but have been unsuccessful in reaching him. Mr. [redacted] was provided valid tickets for his selected event, which we sincerely hope he was able to enjoy. Vivid Seats has a customer service team available to discuss his concerns and any additional questions he may have. As it stands, we consider this matter closed. Regards, Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Brian [redacted]
Thank you for your response. Vivid Seats maintains that the transparency of our checkout process fully allows every customer to view all order details, including a breakdown of all prices, prior to completing their order. In addition to this current claim, our customer has also indicated having difficulties contacting us to discuss his order; however, it should be noted that we have had multiple conversations with our customer via phone, email, and our Live Chat application to discuss his order. As we have thoroughly addressed all of Mr. [redacted] concerns, we consider this matter to be 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 12/03/15, Ms. [redacted] purchased tickets to see Janet Jackson on 08/18/16. 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 he will consider Vivid Seats for his future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team. Regards,Vivid Seats
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 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 Ms. [redacted] selected the listing for six tickets she was interested in for Muse with 30 Seconds to Mars, 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 navigate to the Checkout page, which featured an even more in-depth order summary that displayed the number and prices of her tickets, delivery and service fees, and the total charge of $1,212.72 highlighted in bold text. At this point, all of our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $1,212.72.” Ms. [redacted] then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with Ms. [redacted]. 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 her 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.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. While we do have listings to events held at PopeJoy we have no affiliation with this venue or any other locations, and do not generate tickets as a primary box office. This is noted by our url www.vividseats.com, which shows no relation to any venue. 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, but as it currently stands, we consider this matter closed. Regards,Vivid Seats
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Thank you for your response. Vivid Seats maintains that the estimated shipment date was provided prior to Ms. [redacted] purchase. At this time we have fully addressed her concerns and attempted to provide Ms[redacted] an amicable resolution to her concerns. As Ms[redacted] agreed to our sales terms and conditions, including our "all sales are final" policy, we consider this matter closed.Regards,Vivid Seats
Complaint: [redacted]
I am rejecting this response because:there's no way my wife will pay 425.28 for 2 tickets. the price of each ticket that was printed is 50.00 each,so you think charging your customers an extra 300 usd is OK?
Sincerely,
[redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to maintaining a simple, transparent process.Mr. [redacted] has stated that he did not receive the tickets until 2/17/2017 though this is inaccurate. Mr. [redacted] placed his order for [redacted] – [redacted] on 12/3/2017 at 1:44 PM CST and received an order summary email immediately, which he has stated he received. Minutes later, at 1:47 PM CST, Mr. [redacted]’ valid tickets were delivered to the email address on file. Additionally, for Mr. [redacted]’ convenience, we sent two “E-ticket Download Reminder” emails, one on 12/17/2017 and the second on 2/18/2017, as a reminder for him to download and print his tickets prior to his event which took place on 2/18/2017. Mr. [redacted] did not contact us until 2/21/2017, at which time we clarified this information.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry—and agreed upon prior to placing any order.As Mr. [redacted] received his valid tickets minutes after placing his order, and received two reminder emails prior to his event, we consider this matter closed. If Mr. [redacted] has additional concerns regarding his order, we encourage him to contact our customer service department so that we may adequately address them.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]