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.As our customer stated, their order was placed on 7/24/2017 at 1:00 AM CST. Later that day, the artist sent out a press release regarding the event being rescheduled due to a family emergency. As we have no affiliation with the artist, such matters are outside of our purview. When our customer placed their order, they were required to select a box signifying their agreement to our sales terms and conditions. Displayed at checkout was 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.” These terms clearly state, “Vivid Seats will determine when an event is canceled based upon the best information available. Postponed or rescheduled events will not be refunded. Event date, times, venue and subject matter may change. We are not always notified if a show is postponed, rescheduled or canceled. It is the buyer's responsibility to monitor the event and to confirm any changes to the event with the entity putting on the event.”Our customer has claimed that they received an email from us stating the event was cancelled, this is inaccurate. Our customer placed their order on 7/24/2017 and received their valid tickets 18 minutes later. Our customer then received a courtesy email at 7:39 PM CST that the event had been postponed, not cancelled. On 8/1/2017 at 10:21 AM CST our customer was informed that the artist had rescheduled the event for 9/14/2017. As the tickets our customer received shortly after their order was placed remains valid for the rescheduled date, we consider this matter closed. This is the first we are learning of our customers concerns as we have received no communication from them. Should they wish to discuss this matter further, we welcome them to contact a customer service representative.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]

Complaint: [redacted]
I am rejecting this response because: I paid $300 for VIP tickets that where clearly indicated as grandstand seating on the sites location map. Vivid is an American based company that I would have no desire to do business with again. Their offer of a $50 company credit was laughable. The fact that they offered anything clearly indicates that they did me a disservice and, no, I'm still not happy with their response.
Sincerely,
[redacted]

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. Our customer placed their order on 3/12/2017 at 2:01 PM EST prior to their event that was taking place at 3:00 PM EST that same day. The order was immediately confirmed and their delivery instructions were delivered instantly at 2:01 PM EST regarding the Special Delivery Instructions for our customer to pick up their valid tickets. Prior to our customer contacting us in relation to their concerns, we received a dispute from our customer's credit card company regarding this transaction. We addressed this, and the dispute was ultimately ruled in our favor. Once the dispute was closed, we discussed this matter with our customer prior to receiving this claim. Our management team has also attempted to contact our customer to assist with this matter though we have been unsuccessful in reaching them. Should our customer like to discuss this matter, we welcome them to call our customer service department referencing their order number. As it currently stands, we consider this matter closed.Regards,Vivid Seats

Complaint: [redacted]
I am rejecting this response because:
I did not get your response. Vivid seats is still pending and I remain very disappointed and upset with their professionalism. I would request you keep this open as it is still pending.  Respectfully
Sincerely,
[redacted]

Thank you for your response regarding our customer's concerns. Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for our customer's order were shown--was sufficient opportunity to review this information. After being shown this information, our customer proceeded to enter her payment information, checked the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted her order. The price our customer has referenced refers to the total price for their tickets, not the total for the order. As we previously clarified, the complete itemized breakdown for our customer's order was presented prior to entering any payment information. Additionally, the order total of $718.08 was presented in bold text twice prior to our customer submitting their order as we previously stated. As our site is user-driven, no order can be placed without all the customer's order details, including the pricing details, having been displayed. As such, we consider this matter closed.Regards,Vivid Seats

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted] and, while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. Vivid Seats facilitates thousands of successful transactions each...

day with satisfied customers who are fully aware of their ticket location, 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, which in Ms. [redacted] case stated the tickets were located in Section GA Floor. 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, ticket location again, and the total charge highlighted in red. To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that "All sales are final.” As previously stated Vivid Seats has been in contact with Ms. [redacted], and both parties have found an amicable resolution. As such, we consider this matter resolved, if Ms. [redacted] has any further questions or concerns regarding this order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats

Thank you for reaching out to us regarding this matter. We appreciate the opportunity to address Mr. [redacted] concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Mr. [redacted] has claimed that his tickets were not...

delivered; this is inaccurate. Mr. [redacted] placed his order for Willie Nelson tickets on 12/14/2016 at 11:09 AM CST and his valid tickets were delivered later that day via email at 12:59 PM CST. Additionally, prior to receiving this claim, Mr. [redacted]’s tickets were re-sent as a courtesy on 2/8/2017 and downloaded shortly thereafter. In regards to Mr. [redacted]’s statement that his event has been cancelled we would like to provide clarification. Our sales terms clearly state that, “If an event is canceled, you will be given a full refund. If an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund.” Mr. [redacted] contacted us on 2/8/2017 requesting a refund. As Vivid Seats had not yet verified the cancelled event, we requested Mr. [redacted] to patiently wait for further information. Nevertheless, Vivid Seats has been in contact with Mr. [redacted] via email, and have found an amicable resolution. As such, we consider this matter resolved. If Mr. [redacted] has any further questions or concerns regarding this or any other order, we encourage him to contact a member of our customer service team. Regards, Vivid Seats

Thank you for getting back to us regarding this issue. While Ms. [redacted] continues to press forward with this issue, 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; because the seller received notice that their tickets were sold the moment the order was placed, we are unable to honor this request. We must also note that the greatest portion of the order was paid to the seller: as such, asking the seller for a refund would be unfair and in violation of the Sales Terms and Conditions.  Ms. [redacted] has filed a dispute with their credit card company regarding this order and as a result we are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active.  Ms. [redacted] may follow up with her bank in regards to its outcome and as such 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. 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] placed an order that indicated the ticket would be in section 102 between rows A -15. She received tickets in row section 102 row 4. The venue indicated that rows A,B and 1-15 are all located in Section 102 and thus Ms. [redacted] received tickets well within the zone she purchased and there has been no indication that these tickets were not used. We have been in contact with Ms. [redacted] regarding this issue, but have been unable to reach an amicable resolution. In compliance with our 100% Buyer Guarantee, Ms. Rodriguez was provided valid authentic tickets to the event. As such, 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. Vivid Seats operates as a 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 seating choice, 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 price. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side displaying the event, section and row in bold. 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. 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 Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. Prior to Mr. [redacted] filing this complaint, we successfully disputed his claim with his bank.While our management team is available to handle any additional concerns that Mr. [redacted] may have, we consider this matter closed.Regards,Vivid Seats

Thank you for reaching out to us regarding 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 simple, transparent policies.During our four-screen checkout process, in the area describing our 100% Buyer Guarantee, the following message is shown: "Full refund for events that are canceled and not rescheduled." On 1/19/16, Ms. [redacted] purchased tickets to see AC/DC on 3/8/16. On the date of the event, the artist postponed the event. On 6/1/16, the new date of 9/1/16 was set by the artist and we contacted Ms. [redacted] to inform her of this new date. She has since indicated that she will no longer be able to attend. It should be noted that, per the terms and conditions that Ms. [redacted] agreed to prior to checking out, she is not due to receive a refund for this event that has been rescheduled and not cancelled.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 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 was described in detail in the Vivid Seats Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message was displayed directly above the box that Ms. [redacted] clicked to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”Ms. [redacted]'s tickets were sent to her by email moments after she completed her purchase on 1/19/16, and she has downloaded them since that time. We have attempted to contact Ms. [redacted] in an effort to provide a resolution to this matter that would be amicable to both parties. However, we have been unsuccessful in reaching her. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter closed.Regards,Vivid Seats

Thank you for reaching out to us 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 website is completely user-driven, meaning all order details are either selected or input directly by customers. Once our customer selected one ticket for South Carolina Gamecocks at Tennessee Vols, they continued to the Login page which displayed a detailed order summary on the right side that included a drop-down box to modify the desired ticket quantity. 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 $98.70 highlighted in bold text. At this point, our customers are presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your credit card will be charged $98.70.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This fact is stated at the top of every ticket listing page clarifying, “Prices set by sellers, may be over face-value.” Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer via Live Chat application. 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.Regards,Vivid Seats

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted], and as a one-time courtesy both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. [redacted] will consider Vivid Seats for their future...

event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats

Revdex.com:
I was refunded my money by Vivid Seats. 
Sincerely,
Lindsay [redacted]

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

with individual ticket holders and amazing live events. 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 she was redirected from another site; however, as a secondary marketplace we have no affiliation with any venue. Information regarding our operations as a resale marketplace are readily available on our site. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their ticket location and 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 for the World Series: Chicago Cubs at Cleveland Indians she was presented with an interactive map and all available tickets listed on our site. The information displayed included the section, row, and price per ticket of the listing. Ms. [redacted] then proceeded to the Login page which displayed a detailed order summary on the right side again reiterating the location and price per ticket. After Ms. [redacted] entered an email address to create an account, she 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 $2,995.00 highlighted in bold, red text.  Ms. [redacted]’s pricing details were available prior to entering any credit card 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 box, Ms. [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your credit card will be charged $2,995.00” before proceeding to place her order. 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 associated with any artist or venue and does not produce tickets as a primary box office. Instead, 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 variety of market factors such as customer demand and market 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 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. As Ms. [redacted] stated, prior to receiving this claim, we were in contact with her and offered a courtesy resolution. This was done, stepping outside of the agreed upon terms, in the interest of customer service in an attempt to resolve this matter. Ms. [redacted] declined this offer, thus it was not delivered. As Ms. [redacted] was presented with all order and pricing details prior to placing her order on October 20, 2016, received her valid tickets the following day, and her event has since passed, we consider this matter closed. If Ms. [redacted] would like to accept our offer, we encourage her to contact our customer service management. Regards, Vivid Seats

Thank you for your response. As we previously clarified, during the purchase process, seat numbers are not displayed to the buyer while browsing or at checkout. As such, we are unable to accommodate requests for specific seats; therefore, at the time of purchase, our customer was not guaranteed seats numbers located closer to the runway. In our initial response we clarified that orders may be filled with comparable or upgraded tickets per the agreed to terms. As seat numbers are not guaranteed and our customer received upgraded tickets, we have fully adhered to the sales terms which were agreed upon at the time of checkout. Additionally, if our customer does not wish to relist his tickets with Vivid Seats, we previously specified that there are other entities who facilitate this option. As we have sufficiently addressed our customer's concerns, we consider this matter closed. Regards,Vivid Seats

Thank you for reaching out to us. We here at Vivid Seats have discussed this matter with the purchaser as well as the complainant regarding this matter. It should first be noted that 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 tickets that were received, it should be noted that her and the purchaser selected VIP BOX tickets and attended the event in the designated section they selected to purchase (VIP BOX 67). Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their seating section, 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. After a thorough review of Ms. [redacted]’s order, it was determined that Ms. [redacted] did receive the correct section and row that was agreed upon at checkout. As Ms. [redacted] was provided the correct tickets for her desired event, we are unable to offer refunds and must enforce our “all sales are final” policy -- the same policy which Ms. [redacted] agreed to at checkout. We have been in contact with Ms. [redacted] and the purchaser regarding this issue and have offered a resolution that would be suitable for both parties. If Ms. [redacted] or the purchaser wishes to pursue this proposed resolution, our management team will be available to provide it to them. As Ms. [redacted] and the purchaser were able to attend the event in the area they selected and without issue, we consider this matter closed. Regards, Vivid Seats

Complaint: [redacted]
I am rejecting this response because:The procedure described in the response was not my experience. I was never shown a quantity option and did not receive a confirmation. A typical experience does not necessarily mean all experiences are typical. I do not believe Vivid Seats committed outright fraud, although I am growing more skeptical. I believe a glitch occurred and they errantly sold a ticket without buyer knowledge. I do believe compensation in the form of a refund should be allocated to offset their mistake. 
Sincerely,
[redacted]

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. Vivid Seats facilitates thousands of successful...

transactions each day with satisfied customers so we are confident in our process.As our customer stated, they selected a listing which disclosed information that tickets would be located in Section 128 Row 1. The tickets they received were in Section 125, a mirrored section to 128, and Row 3. We were contacted by the seller on this matter and were informed that the venue had initiated a new configuration of the stadium set up this year. We were informed that row 1 and 2 in these sections were no longer accessible and that row 3 would be the first available row. The terms agreed to at checkout state, “In certain instances, a venue, promoter, or any entity putting on the event will require a ticket holder to relocate his or her seat or otherwise change the seating configuration in a manner beyond Vivid Seat's control. Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.”Nevertheless, to accommodate with our customer’s concerns, we thoroughly discussed this matter with our customer on 9/11/2017 and reached an amicable resolution. As such, we consider this matter resolved and encourage our customer to contact us with any additional concerns they may have.Regards,Vivid Seats