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BBB Accredited Business since

Vivid Seats Ltd.

Phone: (866) 848-8499 344 N Ogden Ave Fl 4, Chicago, IL 60607 View Additional Email Addresses http://www.vividseats.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Vivid Seats Ltd. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Vivid Seats Ltd. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 668 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

668 complaints closed with BBB in last 3 years | 377 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 105
Billing/Collection Issues 63
Delivery Issues 27
Guarantee/Warranty Issues 58
Problems with Product/Service 413
Total Closed Complaints 668

Customer Reviews Summary Read customer reviews

103 Customer Reviews on Vivid Seats Ltd.
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 5
Negative Experience 95
Total Customer Reviews 103

Additional Information

BBB file opened: February 13, 2003 Business started: 06/10/2001 Business started locally: 06/10/2001 Business incorporated 08/22/2002 in IL
Type of Entity

Corporation

Business Management
Mr. Eric Vassilatos, Owner Mr. Adam Baes, Operations Manager Mr. Jerry Bednyak, Technology Director Jacquelyn Delcamp
Contact Information
Customer Contact: Jacquelyn Delcamp
Principal: Mr. Eric Vassilatos, Owner
Business Category

Ticket Sales - Events All Other Travel Arrangement and Reservation Services (NAICS: 561599)

Alternate Business Names
Vivid Seats Vivid Seats, Inc.

Customer Review Rating plus BBB Rating Summary

Vivid Seats Ltd. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 344 N Ogden Ave Fl 4

    Chicago, IL 60607

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/25/2016 Delivery Issues
6/24/2016 Billing/Collection Issues | Complaint Details Unavailable
6/22/2016 Problems with Product/Service
6/21/2016 Guarantee/Warranty Issues
6/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered tickets (2 Van Morrison tickets) from Vivid Seats back in January. The tickets I received were invalid and were already scanned at the Venue on April 27th. I tried calling Vivid Seats while standing with the usher scanning tickets. Nobody had picked up to help clear up the issue or so that I could have it documented by vivid seats. I had to buy tickets off the street to see the show. The usher took us to the original seats we were supposed to have and they were occupied by two men. We were scammed by the seller of the Van Morrison tickets. I thought Vivid Seats would help with the refund but they did not. They sided with the seller after the "investigation", not taking into consideration that the seller could have sold the tickets on the street. They would not disclose any information of the investigation as well. For a company that states 100% money back guarantee for invalid or unauthentic tickets, they sure are quick to side with the scammers and not their real customers. I should have received a full refund. Here is what the site states: Your tickets will be valid and authentic From our inception and as part of our mission, we have been dedicated to taking the fear out of buying tickets online. Vivid Seats has among the strongest relationships with licensed, certified, and professional ticket resellers in the industry. All sellers are rigorously evaluated according to their business practices and track record, and we guarantee your tickets to be valid and authentic, or your money back.

Desired Settlement: I would like the absolute full refund of the amount I spent, $327.02. Not just the fees of $71.00 that they offered to refund. The Seller should be charged, not me.

Business Response:

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. ******'s statement about her tickets, it should be noted that as a secondary marketplace, Vivid Seats is not directly 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 their listings are legitimate and distributed properly.
 
However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. ******’s order was not one of these cases. Vivid Seats has been in contact with Ms. ****** prior to, and after receiving this complaint, and have reached a resolution that suits both parties. We hope that she considers Vivid Seats for her future ticketing needs and if Ms. ****** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. As such, we consider this matter resolved.
 
Regards,
Vivid Seats

6/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold tickets for an event through vivid seats. They did not do their due diligence and neglected to read the ticket carefully and cancelled my sale prematurely, costing me nearly $400.00. The ticket that I had originally bought from the company putting on the event stated that any ticket bought past a certain date would be delivered as a PDF file instead of the usual wristbands that they sent out (because it would be too close to the event date to mail out the usual wristbands). I could not go to the event and decided to sell my tickets on vivid seats. I was able to list the tickets without any problem or warning or any issues. I sold the tickets to a buyer, and about 24 hours later, after the sale was confirmed, vivid seats cancelled the sale, stating that since they were PDF files and the event does not accept PDF files, they cancelled the sale. I called vivid seats to inquire as to why it was cancelled. They were rude, disrespectful, attempted to prevent me from speaking, threatened to hang up on me, kept cutting me off, and kept stating that since it was a PDF it was invalid. I repeatedly pointed to the statement on the original tickets stating that any tickets bought beyond a certain date would be PDF files and the wristbands would have to redeemed at the front gate. Despite multiple attempts to convey this, they simply stated, "well, it's done now, there's nothing we can do." I asked them whether they planned on compensating me for the approximately $400.00 they cost me and they said absolutely not. I asked for a reason and they again stated that since it has already been done, there's nothing they would be willing to do. I am complaining because of a severe neglect of basic responsibilities (by not reading the ticket) and prematurely cancelling the tickets and costing me $400.00, and then refusing to accept responsibility and doing anything about it. I spoke on the phone with them for nearly an hour

Desired Settlement: I would like vivid seats to be held responsible for negligence and poor business practices. When your primary business is being a broker and connecting people with tickets to people who want to buy tickets you must do your job. The job of vivid seats, if they are in the business of brokering sales is to read tickets carefully. Vivid seats should not cancel sales between buyer and seller without doing their due diligence and making sure the tickets are valid and correct. My tickets were valid and everything was stated on the tickets. I want Vivid to compensate me for money lost, and also to have their rating decreased because this is a severe breach of trust. As someone selling tickets, if vivid wants to take part of my money, they need to do their job correctly. If they make a mistake, make amends, admit the mistake and move on. They failed to do any of those things. Please lower their rating for this

Business Response:

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.
 
In order for an individual to list tickets on Vivid Seats, every listing must go through a screening process with our Verification team and agree to our seller terms and conditions. This ensures Vivid Seats can stand by our 100% Buyer Guarantee that all tickets sold on our site will be valid and authentic. On 5/31/16 an order was placed for Mr. ****’s listing to the 2016 Governors Ball Music Festival on 6/3/16. On 6/1/16 it came to our attention, per the event website, that electronic tickets would not be accepted for entrance and instead, a wristband would be required. We attempted to contact Mr. **** on 6/2/16 regarding this is issue, however he was unavailable at the number provided on file.
Although Mr. **** states that the electronic tickets he provided would be valid for entry, this is in contrast to what is clearly stated on the venue site with the statement: "Barcoded tickets will not be issued for this event. Festival wristbands will be delivered by mail and start shipping in late April 2016." As such, in order to provide our customer with valid tickets in time for the event in accordance with our 100% Buyer Guarantee, and after attempting to contact him, we cancelled Mr. ****’s sale.
  
It is the seller's responsibility to ensure the customer receives the exact, valid and authentic ticket in time to attend an event. Vivid Seats has been consistent and transparent in this process. I Mr. **** has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. At this time, we consider this matter closed.

Regards,
Vivid Seats

6/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets from VividSeats to a baseball game which was rained out. I attempted to exchange the tickets and was advised that the seller had exchanged the tickets that I purchased. I want a refund because the game was rained out and when I attempted to exchange the tickets, I was told that the seller already exchanged the tickets. I paid for tickets and have not received anything in return.

Desired Settlement: I request that the purchase price of the tickets be refunded to me.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service, and maintaining a simple, transparent checkout process.
 
On 9/2/2015, Mr. ***** purchased tickets to see the Chicago Cubs at Philadelphia Phillies  on 9/10/2015. This event was later rescheduled by the team for 9/11/2015. We contacted Mr. ***** to inform him as soon as we were made aware of this date change.
 
Mr. ***** has since indicated that they attempted to exchange these tickets for an event on 5/21/2016 to which it should be noted that Mr. ***** cannot receive a refund for rescheduled events per the agreed-to policies at checkout.We are a resale marketplace; we are not affiliated with the venue, and as such cannot accept exchanges for tickets as we are not the original purchaser. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.
 
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 Mr. ***** to utilize this resource for any additional concerns; as it currently stands, we consider this matter closed.
 
Regards,
Vivid Seats

Consumer Response:
Complaint: 11******

I am rejecting this response because: vividSeats never contacted me regarding the rescheduled game. 

Sincerely,

Robert *****

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. ***** and, while we maintain we are not at fault, provided a one-time courtesy resolution. If Mr. ***** has any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team. As such, we consider this matter resolved.
 
Regards,
Vivid Seats

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/23 I listed tickets for sale. I finished the application work flow and the result was that my tickets were to be listed in 24 hours. On 5/27, I checked the website but the tickets were still not listed. I contacted support and they stated that I needed to fill out an form due to the price of the tickets. Also stated that the form was emailed to be on 5/23, which I have no record of and Vivid did not provide proof.

Desired Settlement: Provide a solution to making a mistake, acknowledging it and lying to the customer about sending an email. Spoke to supervisor and did not resolve any of the above.

Business Response: 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 selling process.

Every listing must go through a screening process with our Verification team. This ensures Vivid Seats can stand by our 100% Buyer Guarantee that all tickets sold on our site will be valid and authentic. This process may take up to (48) hours, but is typically completed much faster than that. Occasionally, we ask our Fan Sellers to fill out an authorization form and include proof of purchase, however this is not required for every listing. During this time, the seller will not be able to edit their listing or view it on our website. Once the listing is successfully screened, the seller will see it listed among our other inventory and you will be able to edit it as needed. For every new listing submitted, the entire account is reviewed. For this reason, all listings temporarily become inactive during this process.

Mr. ********** request to list tickets on Vivid Seats was submitted on 5/23/2016 at 9:34 PM CST. Due to the monetary value of his listings, the account underwent an additional verification process to ensure the validity of the ticket listings. On 5/27/2016 at 10:32 AM CST, Mr. ******** voiced his concerns about his listings not appearing on the website. He was then referred to the authorization form that was emailed immediately after his inquiry. Subsequently, Mr. ******** continued to contact Vivid Seats via phone and Twitter demanding a resolution for the time lost between his first listing request and his initial contact on 5/27/2016. The tickets were listed on the website on 5/27/2016 at approximately 12:30 PM CST.

Whether or not tickets sell is wholly dependent on the market.  Mr. ******** was aware that his tickets were only listed until 5/31/2016 and he could have made adjustments to the price in order to better price them to sell.  Regardless, Vivid Seats makes no guarantee that tickets will sell if listed on the website. 

The appeal to list tickets on Vivid Seats follows a strict process to ensure valid, authentic, and correct tickets for our customers. These inquiries are always treated as requests. Due to the acceptance of the listing request that Mr. ******** submitted, both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. ******** will consider Vivid Seats for their future event ticket needs. If Mr. ******** has any further questions or concerns regarding this, we encourage them to contact a member of our customer service team.

Regards,
Vivid Seats

Business Response:

Thank you for getting back to us regarding this issue. Although Mr. ******** continues to press forward with this matter, we are not, due to the nature of our business, able to offer compensation for tickets that do not sell as we do not guarantee sales for sellers.
Mr. ********** request to list tickets on Vivid Seats was received, submitted to the required verification process, and subsequently granted, as his listing was posted on the website. As previously stated, whether or not tickets sell is wholly dependent on the market. It is the seller's responsibility to maintain their listings as Vivid Seats makes no guarantee that tickets will sell if listed on the website. 
 
As we have addressed Mr. ********s's concerns, we consider this matter closed.
Regards,
Vivid Seats

Consumer Response:
Complaint: 11471915

I am rejecting this response because: No solution has been proposed or provided by Vivid Seats.

Sincerely,

Anthony ********

6/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets as a gift to a Joel osteen event and immediately noticed I accidentally purchased 4 rather than the 2 I wanted. I immediately did a customer service chat to change the order and they told me it was a legally binding contract and I was stuck with my purchase I knew this could not be true so after this chat I tried again with another customer service rep. Sure enough I got the same answer. There was no place on there site that I could find that said no refunds. I literally had these conversations within 3 minutes of my order. I really feel completely taken advantage of and it is poor business and bad customer care.

Desired Settlement: Refund of the two tickets at the least. I still plan to give the gift of 2 tickets so would give them the business of the two. Would never use again if they do not make good

Business Response:

Thank you for reaching out to us, as Vivid Seats always appreciates the opportunity to address a customer’s concerns. We have attempted to contact Mr. ******* but have been unsuccessful in reaching him. 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 Mr. *******'s statement about the quantity of tickets, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the number of tickets purchased, 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. 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.”
 
We have been in contact with Mr. ******* regarding this issue, and have reached an amicable resolution. Our management team is available to handle any additional concerns that Mr. ******* may have; as it presently stands, we consider this matter resolved.
 
Regards,
Vivid Seats

6/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We paid $768 for 2 tickets to the opera - prime seating. In return we received 2 tickets at $89 each with seating on row 22 and a completely different order number and last names stamped on them. In attempt to reach out by phone - no live person ever picked up the phone. In attempt to reach out by chat on their webpage I got the following response: "Thank you! That price you see on the ticket is the face value, or what it sold at on the primary ticket market. Vivid Seats is a secondary ticket selling marketplace, which means tickets are being sold by original purchasers at a price they set. The price you paid was the current market value for that specific event. It does state in numerous places on our website that Vivid Seats is a resale marketplace and that prices may exceed face value. I apologize for any misunderstanding." This business is an obvious fraud and robbery. Please help with resolving this issue. Thank You.

Desired Settlement: We demand our money back OR prime seating spots that was initially requested.

Business Response: 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.

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).

In regards to the information printed on the ticket that Ms. ********** received, it should be noted that the name on the tickets is consistent with the original purchaser. This is an industry standard, as all tickets are guaranteed to be completely transferable. The name of the attendee does not need to match the name printed on the ticket, and once you arrive at the venue, the staff will scan the bar code on your ticket and allow you admission. Our 100% Buyer Guarantee ensures valid and authentic tickets in time for the event and Ms. ********** has been provided the tickets she requested in accordance with company policies.  

We have been in contact with Ms. ********** regarding this issue, and are currently working with her to resolve her complaint amicably. If Ms. ********** has any further questions or concerns regarding her order, we encourage her to reach out to a member of our customer service team.

Regards,
Vivid Seats

Business Response:

Thank you for your response. We have provided Ms. ********** the tickets that she ordered as listed on our site. Although she continues to press forward, we have made multiple attempts to resolve this matter with her and each offered resolution has been declined. As it stands, we consider this matter closed. 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

I have nothing else to say. I want my $800 back in full. Then I will consider this matter closed.


Sincerely,

********* **********

6/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My minor son purchased 2 tickets to a concert on the evening of 5/22. I attempted to call a rep first thing 5/23, and could not get anyone on the phone. I did a live chat, and told them I wanted the tickets refunded. She said this was not an option, after I explained he is a minor and this is an unauthorized purchase she told me she would have someone call me that was 3 days ago! The concert is 10/4, the tickets have not even gone on sale to the general public, and according to his receipt the tickets will be delivered 9/29. He paid $472.38 for 2 tickets, seats that are in a section that retails for $49.50 each. I understand their being an upcharge for a third party seller, but wow. I

Desired Settlement: The items have not been delivered, because the event is still more than 4 months from now.

Business Response: Thank you for reaching out to us, as we 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. *****'s statement about the price of the tickets, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.  

This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”

We have been in contact with Ms. ***** regarding this issue and have reached an amicable resolution. Our management team is available to handle any additional concerns that Ms. ***** may have; as it presently stands, we consider this matter resolved. 

Regards
Vivid Seats

6/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Attempted to purchase tickets for the nosebleed section of a baseball game. The agreed upon price for four tickets was $90, which included all service fees and taxes. After confirming the purchase with my ******** ******* card, the website advised me the price of the tickets had increased from $24 to $110. This was not the agreed upon price, but the transaction continued and my credit card was charged $420 instead of the original price of $90. I immediately contacted the company and attempted to resolve the issue. I was told that the service fee would be waived, but the tickets could not be refunded. As this transaction for $420 was not authorized, I contacted my credit card company and filed a dispute. This was a fraudulent transaction. We never accepted or downloaded the tickets. This company's system quadrupled the price for tickets in my cart the instant I entered my credit card information and selected confirm. Website stated the seller changed the price of the tickets. I am supposed to believe the seller of these tickets quadrupled the price at the exact instant that I submitted my order at midnight. I was never given an opportunity to decline the transaction after the price hike. I have spoken with someone from this company twice and they offer no apologies and no relief. They insist I must have purchased the tickets because their system does not make mistakes. I first contacted their company 10 seconds after the fraudulent transaction happened, but he would not accept that their system made a mistake. He offered to refund the $82 service fee with no ticket refund. The tickets were $20 seats and they charged me $110. I did not authorize payment for overpriced seats.

Desired Settlement: This company runs a deceptive bait and switch scheme on their website. I contacted their customer support several times to no avail. They have 500 complaints and negative reviews with the Better Business Bureau for such unethical practices and yet somehow still retain a A rating with the BBB. I have no illusions that this company will do anything to make this right because they don't care. My only desired outcome is to warn other unsuspecting victims to stay far away from this deceptive company and their scams.

Business Response:

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. *****'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. ***** 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. ***** 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

Business Response:

Thank you for reaching out to us. In light of a thorough review of this case, a new resolution has been initiated on behalf of Ms. *****. We have contacted Ms. ***** and advised her of this resolution. We encourage her to get in touch with one of our agents with any additional questions she may have.
Regards, 
Vivid Seats

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11441259, and find that this resolution is satisfactory to me.

Sincerely,

Tracy *****

6/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In February, My fiancé and I purchased tickets from this business's website for an event taking place June 22-26. The order specifically stated the tickets would be electronically delivered June 19. Having purchased tickets for this event second hand previously, electronically delivered implied one of 2 things. Either the tickets would be will call pick up, and we'd receive electronic confirmation; or the seller would forward us the original purchase information for us to log into the original purchase system and update the account info so that I received the tickets directly from the event organizer. NOTE: The tickets to this event are wristbands, so there is not a print at home option I contacted vivid seats after our purchase to see which means of electronically delivery would be employed in our scenario. They informed me (after my purchase) that the posting was an error and that the tickets like be mailed physically after the original purchaser received them. The problem here is after purchasing tickets scheduled for electronic delivery as promised by a reputable company, I arranged for my travels for June 20. I've reached out to the company expressing my concerns, and have only received snark replies about how they do not guarantee when tickets will be mailed. But in my case when I purchased the tickets there wasnt supposed to be mail involved at all. All I'm asking is that VividSeats reach out to the original purchaser, and urge them to ship my order sooner. Frontgate tickets (the event organizer responsible for shipping the tickets to people who purchased from them) has already sent out tickets to original purchasers and have been received by numerous people, including individuals my fiancé and I are traveling with received the physical bracelets over 3 weeks ago. Seeing as how the advertisement on their site falsely represented shipping and delivery info I'd like them to gaurantee my purchase arrives by the 19th or refund our money

Desired Settlement: Ideally VividSeats will find away to get me 2 tickets prior to June 19. If not I need a refund immediately to try and purchase tickets by other means

6/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had been researching Vivid Seats online for the possibility of purchasing tickets to a concert by "I* **** ******". I had begun an order but left it open. Due to the high price, I was uncertain whether I would proceed and was doing more research. In the meantime, I received an email that said, "We noticed you were interested in In This Moment tickets, but didn't make a purchase. Complete your order now and we'll take $40 off when you check out." I went back through the laborious process, but no such reduction was implemented. I contacted customer support. They responded that the $40 only came off with a purchase of over $400.00. It's true upon reviewing the original email that there is such a statement. However, it is most definitely located in "fine print" and it's not clear that this is the savings to which their main statement is referring. In any event, the order I was placing was definitely not over $400. So their invitation is clearly misleading. I think it was deliberately so.

Desired Settlement: I want, at the least, that a this deception be noted by BBB in case it is part of a pattern. I would like them to honor their promise to take $40.00 off of my purchase.

Business Response:

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

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****

6/7/2016 Problems with Product/Service | Complaint Details Unavailable
6/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Order #******* tickets to ***** ******* were purchased on 09/17/15 in the amount of $573.64. The concert has been cancelled and everyone I know has received a refund. When I contacted Vividseats I was told there would be no refund that I would have to sell the tickets to get my money back. Their website states that the concert is postponed until May of 2099. I hardly doubt I will be alive should the concert not take place by this date. I have tried to contact Vividseats again regarding my money back and keep hitting a block wall. I would prefer not to have to take legal action as it is a waste of time This is my last resort of trying to get my refund before I explore that next avenue. Please help me with this situation.

Desired Settlement: I would like the amount of $573.64 refunded immediately please.

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. ******* and we have reached an amicable resolution. We did want to take time to address her concerns.

On 9/16/15, Ms. ******* purchased tickets to see Janet Jackson on 5/24/16. This event was later postponed by the artist and/or venue for a later date. It should be noted that Ms. ******* 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 elected to attend. 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 consider this matter resolved, and hope that Ms. ******* will consider Vivid Seats for her future event ticket needs. If Ms. ******* has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
 
Regards,
Vivid Seats

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******

6/6/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased two tickets for an event at ****** ****. It was not noted on the purchase that there was an obstructed view with one of the seats, there is a pole obstructing the view of seat 2. I emailed Vivid Seats and was contacted several times via phone. I called back and spoke to ***** ******, who identified himself as a manger. I advised I was returning their call. All he could say was the tickets did not notate an obstructed view. Well I can personally tell you that the tickets would not state that but the seller should advise of this and since Vivid Seats represents the seller they should be responsible. Mr. ****** would talk over me and speak to me in a condescending manner. I offered to send a picture and was rejected. I'm asking for a credit toward my purchase as I will need to stand for this event to get a full view of the field. I picked this section knowing the view but did not know which seats until after delivery and that is when I saw it was obstructed. I feel scammed out of $180 when the face value of the tickets are $106. I have used Viviid Seats before and well aware of there mark ups, however, due to the obstructed view, I feel the should offer a credit due to the misrepresentation to their consumer.

Desired Settlement: Seeking 50% credit toward total price charged.

Business Response: 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. ********'s concern about her view having an obstruction, it should be noted that 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. As a marketplace, we require all sellers to list any and all disclosures that are on the tickets, including limited view. We confirmed that Ms. ********’s tickets have no obstructions listed on the tickets. Any last-minute decisions regarding an obstruction are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations are clearly stated in the Sales Terms and Conditions that Ms. ******** agreed upon submitting her order: “Vivid Seats is acting as a ticket marketplace. This means that we are an intermediary between ticket buyers and ticket sellers, allowing ticket buyers to find tickets for all their favorite live events. It also means that the Vivid Seats Marketplace is not the ticket seller and the listed tickets are not listed by Vivid Seats on behalf of any venue, promoter, team, league or organizing group. Vivid Seats is not representing any official organizer of the events listed.”

We have been in contact with Ms. ******** regarding this issue and have made multiple attempts to contact her in regards to providing a resolution to this issue, but have been unable to reach 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 Ms. ******** to utilize this resource for any additional concerns; as it currently stands, we consider this matter closed.

Regards,
Vivid Seats

Consumer Response:  
Complaint: ********

I am rejecting this response because: Vivid Seats is unable to comprise on my request and I have seeked other avenues to ensure no other consumer is scammed by this company as I was. I received one phone call yesterday only again they lie and state several attempts which validates my concerns of this company's ethics to its customers. 

Sincerely,

******** ********

Business Response: Thank you for your response. We attempted to reach Ms. ******** to discuss an amicable resolution, however, as Ms. ******** has stated, she has filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active, and we advise Ms. ******** to reach out to their bank in regards to its outcome.

6/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets for an ***** concert on December 18, 2015 for their show on March 23, 2016. The concert was cancelled due to the lead singer having hearing loss. In fact they cancelled the rest of their North American tour and they are now touring in Europe with a different lead singer not associated with the band. I have contacted Vivid seats on several occasions to get my money back and they refuse because they keep saying that the show is postponed. I have asked how long I have to wait for the rescheduled date and what if I cannot attend the next rescheduled date. Their response has been that they are a third party seller and that the show is just postponed. I have for a fact known that ************ issued refunds on tickets for the same concert I bought tickets to. I have asked them for their peremeters for rescheduling postponed events and no one can give me an answer. I did contact my credit card and ****** as well and each entity is unable to help either. Any assistance in getting this issue resolved is of great appreciation. Thank you for your time.

Desired Settlement: I paid $451.66 for the tickets. I would like my money back if they still do not have postponed show rescheduled.

6/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased these tickets for my parents to see zz top and Jimmy buffet I heard on the radio today that zz top will not be there because of injury i tried calling vivid to get a refund if left a message but no response. I didn't even get an email telling me that there had been a change in bands that's not good business i want a full refund i paid 250 for these tickets.

Desired Settlement: I want a full refund onot my tickets.

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

On 02/28/2016, Ms. ****** purchased tickets to see Jimmy Buffett with ZZ Top on 05/28/16. The event was later changed to Jimmy Buffett with ***** **** ****** due to a a member of ZZ Top being unable to perform. Ms. ****** reached out to us and indicated that she would no longer like to attend, to which it should be noted that Ms. ****** would not be able to receive a refund for this event due to the event not being cancelled and only one artist being swapped out. The event still took place, the tickets were valid, and Ms. ****** agreed to our terms and conditions during checkout, which covers cases just like this one.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 

This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”

We have been in contact with Ms. ****** regarding this issue, but have been unable to reach an amicable resolution. Our management team is available to handle any additional concerns that Ms. ****** may have; as it currently stands, we consider this matter closed.

Regards,
Vivid Seats

Consumer Response:


Complaint: ********

I am rejecting this response because: I bought these over the phone and never heard anything about no refund policy! These tickets say no resale on them theses people should get in trouble for over charging and not giving refunds. I saw all the complaints on the bbb site so I'm not the only one that is not satisfied,


Sincerely,

**** ******

Business Response: Thank you for getting back to us. Although Ms. ****** continues to press forward with this issue, we must reiterate our 100% Buyer Guarantee that the tickets they purchased will be valid for the event. Per our refund policy stated on our website and agreed to by Ms. ****** with our sales agent, we can only offer refunds in instances where the event has been outright cancelled with no possibility of being rescheduled.

These policies are described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, our sales agents require that a customer verbally agree to the Vivid Seats sales terms and conditions and are made aware that they may be paying above face value for their tickets. Ms. ****** had to agree to our Terms & Conditions at the time of checkout, which included our “all sales are final” policy as well. If Ms. ****** has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department. As it stands, we consider this matter closed.
 

Regards,
Vivid Seats

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets from Vivid Seats in October 2015 to see ***** ******* in Kansas City, MO on October 28, 2015. The concert was cancelled at the last minute and I incurred expenses to travel to Kansas City MO for this concert. I keep getting post-poned emails from Vivid Seats and now I am being told that there will be no concerts in 2016. This is a breach of contract in delivering the service that I have purchased. I should not have to wait infinitely for the concert and Vivid seats is holding my cash without compensation of interest.

Desired Settlement: I would like a full refund of $311.84

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 9/15/15, Ms. ****** purchased tickets to see ***** ******* on 07/18/16. This event was later postponed by the artist for a later date. It should be noted that Ms. ****** 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. ****** and hope she will consider Vivid Seats for her future event ticket needs. If Ms. ****** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
 
Regards,
Vivid Seats

6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband purchased tickets as a Mothers Day gift for me to the Dallas Stars game at the ******** Airlines Arena on May 11, 2016. He purchased the tickets through Vivid on Sunday May 9 and received a confirmation. Our credit card was immediately charged and our bank transferred the money. We arrived at the ******** Airlines Arena on Wednesday the 11th and presented our tickets (which had been delivered through Vivid via email and we had printed) to the worker. He scanned them and informed us that the tickets had already been used. We asked him to rescan them. He did and said the same - and directed us to the box office. We went to the box office, presented the tickets to the worker, and were informed that the tickets had already been used and were void. After exiting the parking garage (for which we had paid $25 and were told that we could not receive a refund) we returned home. My husband called Vivid Seats and got a roundabout voice message, telling him to email. He emailed the address and got a form to fill out. He filled out the form and attached our voided tickets. This was over a week ago and we have received no response from them regarding our refund of nearly $300 in tickets that we were unable to use.

Desired Settlement: We would like our entire purchase price of $272.50 (tickets plus processing fees) to be refunded immediately.

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

6/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased raptors tickets for a group of 5 old friends, travelling to meet in Toronto: - Didn't make it clear the cost was in USD before sending me the email ticket confirmation for $1181.25 CAD - Then the actual charge on my **** was even higher than just the exchange rate, bringing my **** charge to $1569.14 CAD - The worst part was, they assigned us seat numbers and assured us that they were together but the actual area we were assigned to didn't have seats - so we were STANDING for 2.5-3hrs. In fact, it was the only row in the entire air canada centre that didn't have seats. The row has no seats or seat numbers at all. I didn't even know the air canada centre had areas that were standing. Absolute worst experience dealing with an online retailer.

Desired Settlement: We did attend the event, so I don't expect a full refund. But I do hope for some sort of billing adjustment, as Vivid deceived us. We never would have purchased the tickets if we knew the true cost and seating arrangements. I'm hoping for a partial refund to my ****, and not a credit for Vivid Seats, as our group wants nothing to do with Vivid Seats ever again.

Business Response:

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

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** **********

6/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered tickets Feb. 4 2016. 4 tickets totaling 698.00$ for section 204 row EE to **** ******** May 14, 2016 at the **** in Dallas Texas. Was guaranteed shipment by April 22, 2016. Did not receive tickets until May 9, 2016. Wasn't until May 11, 2016 that we realized we were sent the wrong tickets. The tickets in hand were Section 204 row EEE. I immediately contacted Vivid and they claimed the seller had made a typing error! This points at something completely fraudulent. We now know what they were expecting to happen. We feel they hoped that we would show up for the concert not knowing we had received the wrong tickets and at that point it would be too late. This was a business function and I had purchased great seats, rented a limo, and booked a nice hotel for a potential client. The concert was ruined. Thinking about where we were supposed to be sitting.

Desired Settlement: We would like four front row tickets for **** ******** next year at the **** Theatre in Dallas TX.

Business Response: Thank you for reaching out to us. We should note that prior to this complaint, we reached an amicable resolution with Mr. *****. 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 Mr. *****'s tickets, it should be noted that as a secondary marketplace, Vivid Seats is not directly 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. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly.

However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Mr. *****’s order was one such case. Vivid Seats has been in contact with Mr. *****, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. ***** will consider Vivid Seats for their future event ticket needs. If Mr. ***** 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

Consumer Response:
Complaint: ********

I am rejecting this response because: I understand you are a middle man for tickets. But you are allowing your clients to ruin what should be great experiences for your true customers like me. In your response you say we amicably came to an agreement. There was no agreement. You, Vivid held the concert tickets hostage. Basically telling me I had to accept the offer or I would not be able to go to the concert. The problem is that I had planned this trip and purchased these great seats months in advance. Vivid/Seller were playing a fraud game of chance. I was locked into a hotel, Limo, and other fun festivities for a client and wife along with my wife. This problem with wrong tickets was not a chance thing. Vivid/seller is playing a numbers game. The concert experience was ruined and I am still in pain after dealing with all this chaos.

Sincerely,

****** *****

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After purchasing 5 tickets from Vivid Seats for a sporting event on Saturday May 7th, 2016, I was instructed to pick up my tickets (though they were supposed to be emailed to me). When arriving to receive my tickets at the will-call location, they were not available. I reviewed the confirmation email that was sent to me and called the phone number listed. After 3 attempts and no answer, I purchased tickets elsewhere to enter the game. Less than 24 hours after the game, I contacted Vivid Seats via email for a refund. With no response, I contacted their "Full-Service Cusomer Care" department for assistance in receiving a refund. After speaking to the first 2 Customer Service specialists, I was esculated to a Customer Service Manager. The manager was unable to assit me and stated that I can only be refunded for the 'service charges' associated with my order. According to vividseats.com, the Terms and Consitions of sale state that "Our Buyer Guarantee provides for a full refund in the unlikely even that you do not ereceive valid tickets in time for you to attend your event."

Desired Settlement: Full refund of $229.95 and/or the removal of the statement "Our Buyer Guarantee provides for a full refund in the unlikely even that you do not ereceive valid tickets in time for you to attend your event." from Vivid Seats terms and conditions of sale.

Business Response: 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.

On 5/7/16, Mr. ********** placed an order for tickets to Washington Nationals at ******* **** which was scheduled to take place on the same day. When ********** submitted this order, the selected delivery method was labeled as Special Delivery. Most of the tickets on our marketplace can be shipped via *** or emailed to the purchaser long before the chosen event, but this designation means that the requested tickets must be picked up locally as outlined in the special delivery instructions email that was provided to Mr. **********. This ticket pick up information was sent to ********** within minutes of his order being placed and we have a documented IP address that shows that Mr. ********** accessed these instructions. We also were in contact with Mr. ********** during this time to assist with any difficulties but got disconnected and we were unable to get back in touch with him. 

In regards to our 100% Buyer Guarantee, Mr. **********’s tickets were valid and available for him to pick up prior to the event at the designated location per the pickup instructions provided to him. Per the agreed-to terms at checkout, we successfully fulfilled the order. 

In the interest of customer service, we were in contact with Mr. ********** regarding this issue and offered a considered resolution which Mr. ********** declined. Our management team is available to handle any additional concerns that Mr. ********** may have; as it stands, we consider this matter closed.

Regards, 
Vivid Seats

Business Response: Thank you for your response. As stated previously, all details were provided to and reviewed by Mr. ********** in order to gain access to his tickets. Our 100% Buyer Guarantee is in place to guarantee valid tickets for the event, which were available to Mr. ********** on the day of the event. We contacted Mr. ********** and offered him a resolution so that he may attend another event and he declined this offer. Our customer service team is available to handle any additional questions he may have, and if he wishes to pursue the resolution we offered, that will be available to him when he contacts us. As it presently stands, we have fulfilled all our obligations as agreed-to when Mr. ********** checked out and consider this matter closed. 

Regards, 
Vivid Seats

Consumer Response:


Complaint: ********

I am rejecting this response because:

To me, 100% customer satisfaction means full customer support when purchasing goods and services.  When an issue arose while trying to get access to my tickets, VividSeats "Customer Service" didn't answer my call and was unresponsive causing me to miss the beginning of the event that I purchased tickets for.  I nearly missed the entire event but thankfully was able to purchase tickets elsewhere.  

I reject the offer that was made because the offer is a credit for $100-$200 to purchase additional tickets from VividSeats whom will charge me MORE for additional fees for their service, the very thing I want to avoid.  This is not an acceptable offer and I will not accept it.  I will not pay the very company that is causing 100% customer dissatisfaction to cause additional frustrations.

After additional research, I've discovered that there are several dissatisfied customers that have experienced similar issues, this is no way to run a business.


Sincerely,

***** **********

6/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Kansas **** ****** baseball tickets through Vivid Seats, and the game that I paid for was cancelled due to a rain out. I was notified by Vivid Seats that it was cancelled, and that I was able to use my tickets towards the rescheduled game. However, I am not able to attend the rescheduled game, and I would have expected compensation of some sort because of this. I called Vivid Seats and asked if I would be able to receive a voucher for another game, and they explained to me why this is not possible. I understand this, however, I do not understand why I am not able to get a refund for my purchase when the game was cancelled and this is not my fault. I was also not given any suggestion in the cancellation email that I would be able to sell my tickets, or that if I chose to sell my tickets, that it would take up to 24 hours for them to appear on sale on the website. If I would have been informed of this, I would have tried to sell my tickets, but now that it is too late, I am not even able to post them for sale on time to get my money back. I feel that if a game gets cancelled and the buyer is not able to attend the rescheduled event, the buyer should be able to receive a refund for their purchase since a cancellation is out of the buyer's hands.

Desired Settlement: I would like a full refund for the value of the tickets that I purchased that got cancelled.

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

On 5/16/16, Ms. ******* purchased tickets to see the Boston *** *** at the Kansas **** ****** on 5/16/16. This event was later rescheduled by the team for 5/18/16. On 5/16/16, we contacted Ms. ******* to inform her of this date change. She indicated that she would no longer be able to attend, to which it should be noted that Ms. ******* cannot receive a refund for rescheduled events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.

We have attempted to contact Ms. ******* regarding this issue and in an attempt to reach a resolution, and at this time we have been unable to reach 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 Ms. ******* to utilize this resource for any additional concerns; as it currently stands, we consider this matter closed.  

Regards,
Vivid Seats

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought tickets for the ***** ******* Tour last December in 2015, ***** ******* have repeatedly postponed her tour, Now she wants to start a family to have a baby and dont want to have the tour till 2017. ***** ******* herself announced that refunds will be available. Vivid seat is not trying to give me my refund back. I have been asking them repeatedly to please refund me. Thats my money they keeping for who knows when and its m money in general, who knows what I will have planned by that time or anything and the fact they wont give me money back. customer service is every poor non of them knows anything. please help me

Desired Settlement: 90.26

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 12/25/2015, Ms. ***** purchased tickets to see ***** ******* on 07/25/16. This event was later postponed by the artist for a later date. Ms. ***** reached out to us about this date change and has indicated that she would no longer be able to attend, to which it should be noted that Ms. ***** 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. Fortunately, we resolved this matter with Ms. ***** and hope she will consider Vivid Seats for her future event ticket needs. If Ms. ***** 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

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bought tickets to take my 8 year old daughter to see ****** ****** for the 730 show. I received a confirmation at 731 but didnt receive the tickets until 20mins later. The concert had started while we were waiting outside the venue and my daughter was crying she is missing the show. I called customer service to help but they were usless.. Say it was a delay in the sysyem. I had to take my daughter back to the hotel. I have asked for a refund and tbey wont help

Desired Settlement: I would like for them to refund me the full amount or assist it getting me another ticket for the next show.

Business Response: Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. ****** about her claim; we maintain we are not at fault, and both parties have found an amicable resolution. It is for this reason we consider this matter resolved, but if Ms. ****** 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

5/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I personally called Vivid Seats to order ***** ******* tickets for Sep 15, 2016 at Peoria Civic Center. I specifically asked for 3 seats in section 17 because section 17 is in the lower bowl (there is no section 17 in the upper bowl). The man guaranteed me 3 tickets in section 17 with the row to be determined. I paid $603.57 for the 3 tickets. About a week later, I received an email with a link to print my tickets. When I printed my tickets, they were for section 14 in the upper bowl. I spoke with **** on May 12, 2016. She told me that she could not reassign us lower bowl seats even though they were guaranteed to me on my order summary. This company is a scam. They should be shut down and have to reimburse all of the people they have scammed. Also, I used a credit card that I only use for special purchases. Within 48 hours after I gave my card number and information to the Vivid Seats representative, ******* *******, my bank called me to tell me that my credit card had been stolen and that 3 fraudulent charges had been attempted in IN!!! This company not only screwed me out of a lot of money for these tickets that they falsely sold me, they stole my credit card information and attempted to steal from me. This company should be shut down and the owner should be in prison.

Desired Settlement: I want my tickets to be refunded.

Business Response: 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. ******** statement about her seat location, we should note that s a secondary marketplace, Vivid Seats is not directly 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. In our measures to maintain this high standard, we carefully screen each seller to ensure their listings are legitimate and distributed properly. 

Prior to this complaint, we were working Ms. ****** and the seller to resolve her concerns. Because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms.******’s order was one such case. Vivid Seats has been in contact with Ms. ******, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. ****** will consider Vivid Seats for her future event ticket needs. If Ms. ****** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.

Regards, 

Vivid Seats

5/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered two tickets at $34 and was charged about 24% in hidden fees. The amount of these fees were not described before purchase and were not itemized in a receipt after purchase. The amount being changed should be clear before the customer makes a purchase. This method of charging fees is misleading, dishonest, and an unacceptable business practice.

Desired Settlement: I would like a complete refund of my money.

Business Response: 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. ******* statement about the service fees, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats.
 
Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).

 
We have been in contact with Ms. ***** regarding this issue and have reached an amicable resolution. We hope she will consider Vivid Seats for her future ticketing needs and, as always, our customer service team is available to handle any additional concerns that Ms. ***** may have; as it presently stands, we consider this matter resolved.

 
Regards,
Vivid Seats

5/28/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In March I heard that ****** ****** would be in Charlottesville, VA on May 25th, 2016. I went online to order a ticket and came across Vivid Seats. I could not afford a great seat so ordered one ticket for $53.00. When I pressed the "Confirm Order" button it showed I had ordered two tickets for $401.49. There is no way I would EVER do this knowing I was retiring on 3/31 as this is almost a house payment for me. I immediately called the company, no one answered. I called my banking institution and was told I needed to file a complaint with my credit card company. I called the following Monday and was told I had to wait until the charges showed up on my card. When they did show up I called to file a complaint. I was told to cancel my credit card which I did and filed the complaint. The charges were removed. I received paperwork from my credit card company on Friday 5/6 saying I needed to complete a response and return it to them by Monday, 5/9. I noticed when reviewing the information from Vivid Seats that it said I had purchased four tickets for the New Orleans Pelicans-Chicago Bulls basketball game for $23.00 each. Now the charge to my new credit card is $405.13 and I have received an e-mail from Vivid Seats saying my basketball tickets are coming to me via UPS. I have NEVER dealt with such incompetence in my life. Now I am being told I have to pay for these four basketball tickets which I am being charged $405.13 for when I wanted one ****** ****** ticket for $53.00. PLEASE HELP ME.

Desired Settlement: I NO longer wish to see ****** ****** after this debacle and want a full credit of $405.13 to my account as well as no damage to my excellent credit history.

Business Response: 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. ******* claim, we should note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the number and price of each tickets, 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.

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.”

In addition to this current claim, Ms. ***** has also filed a dispute with their credit card company regarding this order. The support documents Ms. ***** received in response to her dispute indicated specifics about her order and provided several examples of what is contained in our checkout process; not an additional charge. We are unable to assist Ms. ***** with any other standing issues from a customer-service perspective while this dispute is currently active, and encourage her to reach out to the bank she filed the dispute with to see its final resolution. As it presently stands, we consider this matter closed.

Regards,
Vivid Seats

Business Response:

Thank you for your response. We have been in contact with Ms. ****** regarding this issue. 

In regards to the support documents Ms. ****** mentions, it should be noted that we provided an example of our checkout screen for her review, which means it was not her specific event. Due to the transparency of our checkout process, we maintain that Ms. ****** was not misled regarding the nature of their tickets. We have since been in touch with Ms. ****** and reached an amicable resolution. If Ms. ****** has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed. 

Regards,
Vivid Seats

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *****

5/28/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I needed to sell my *** *** tournament tickets due to Indiana being eliminated from the tournament. Vivid Seats policy is to have the physical tickets in hand before they list the tickets. This makes is very difficult to sell the tickets, once given to them, to another buyer. Furthermore, with something such as the *** *** tournament pricing and other factors change game by game. I delivered my two tickets on Friday March 11th at 5PM to Vivid Tickets. They were delisted at 1AM Saturday March 12. I woke up around 9AM and immediately called Vivid to have the tickets relisted. They were finally relisted at 1PM Saturday March 12. I lost $230 because of this difficulty relisting the tickets. This basically lost me around 20 hours of possible time to sell the tickets.

Desired Settlement: I would like some form of compensation from Vivid Seats. I realize legally they may be in the right but in my opinion, they did not do well by having physical possession of my tickets, delisting the tickets for no reason, and then not relisting them until Saturday at 1PM. Time is of the essence in tournaments due to game times and what teams are involved.

Business Response:

Thank you for reaching out to Vivid Seats. We always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service. Our reselling process is simple to use, transparent in it's process, and monitored closely to ensure a positive ticket selling and buying experience for customers.
 
In regards to Mr. ****** claim, Mr. **** indeed attempted to sell tickets on the Vivid Seats marketplace for the *** *** Tournament on 03/11/2016. The event took place on 03/12/2016. Per Vivid Seats' seller terms and conditions, when an individual lists tickets, they represent and warrant that each ticket is in their possession or available to them at a specific date.
 
When listing on Vivid Seats, sellers are able to select an expiration date and time of their listing. The expiration time and date was approved by Mr. **** when he posted the listing. To ensure timely delivery, Vivid Seats also reserves the right to cancel all individual seller listings prior to event start time. When Mr. **** contacted Vivid Seats with concerns of his listing not broadcasting on the website after his expiration date and time, as a one time courtesy, we posted the listing on his behalf up to the event start time. Vivid Seats is not to be held accountable for listings that do not sell as we have no control over the inventory or market. All of this is stated in the policies that Mr. **** agreed to when he placed his listing (http://www.vividseats.com/sellerterms.html).  
If Mr. **** has additional questions or concerns about Vivid Seats reselling process we encourage him to contact a member of our customer service team; as it stands, we consider this matter closed.
Regards, 
Vivid Seats

5/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought tickets to a concert that got canceled I have waited since January and have yet to see a refund, I have an email stating so!

Desired Settlement: Refund of my money

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

On 11/19/15, Ms. ******* purchased tickets to see ********** and **** ***** on 1/23/16. This event was later rescheduled by the artist for 6/13/16, and on 3/23/16, we contacted Ms. ******* to inform her of this date change. She has since indicated to us that she would no longer be able to attend. It should be noted that per the agreed-to policies at checkout, her tickets remain valid for the new rescheduled date and since they remain valid, we are unable to refund this order. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. 

We have been in contact with Ms. ******* regarding this issue and have reached out to try and find an amicable solution, but we have been unable to reach her at this time. 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. ******* to utilize this resource for any additional concerns; as it presently stands, we consider this matter closed. 

Regards,
Vivid Seats

5/27/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I order 2 tickets listed as $84.00 each. The total came to $205.00! When I chatted w/online rep from Vivid Seats, she tried to tell me that something would have "popped" up explaining the extra charges. I told her that NO SUCH INFORMATION POPPED UP! I would never have agreed to pay an additional $28.95 fee per ticket as well as a $6.95 delivery fee per ticket. I never saw any information leading me to believe these fees would be added. Also, The ******* ****** For the Arts has these tickets listed as $35.00!!!! Vivid did attempt to phone me twice (I was working) and when I returned their call- they never got back to me. This is bs. I am contacting the Center for the Arts in Concord, NH to let them be aware of what has taken place. I have no idea what response I will get, but think they should be made aware of the practice Vivid Seats has of not only jacking up ticket prices, but NOT REVEALING THIS INFORMATION!!! Seriously, their jacked up fee is almost as much as the ticket price. Even if I was half asleep when ordering these tickets, I seriously do not think I would have missed this crucial information. I do not even recall reading anything that stated Vivid Seats prices are more than face value.

Desired Settlement: I The venue is selling these seats for $35.00 a piece. Vivid's price started at $84.00 a piece. I am seeking $60.00 back.

Business Response: 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. ***'s concerns around the service and delivery fees, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of these fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. Ms. ***’s order total was again displayed directly above the place order button with the bolded statement “By clicking “Place Order”, your credit card will be charged $205.45”

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 also wanted to address Ms. ***’s claim regarding the "face value" of the tickets that she purchased. It should be noted that as a secondary marketplace, we are an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the Terms and Conditions provided at checkout, which states: “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." 

In addition to this current claim, Ms. *** has also filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active. If Ms. *** has other questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. 

Regards, 
Vivid Seats

Consumer Response:


Complaint: ********

I am rejecting this response because:

Sincerely,

****** ***

Vivid Seats is lying when they claim that when I went to click to purchase tickets- that a detailed summary was displayed.    This is the whole premise of why I am filing a complain.   NO SUCH DETAILED INFORMATION WAS MADE AVAILABLE TO ME !!!!!!!!!!    

 

Let's ponder this.   I'm buying 2 tickets for $84 a piece.   Vivid Seats is claiming that when I went to click purchase for the tickets that allegedly some detailed information popped up and was made available to me that explained that these 2 tickets were going to be inflated and cost a total of $205.00.   Who in their right mind would agree to such nonsense,  it's like saying "Oh, okay,  I agree to throwing money away."    

 

How stupid is this!     

Why would I agree to pay such an inflated price for no reason except for the fact that Vivid Seats deceives customers into purchasing over inflated tickets because the fact of the matter is Vivid Seats did not make any such detailed order summary available to me when I went to purchase my tickets.

 

Maybe Vivid Seats proTvides a detailed order summary but perhaps it doesn't do for each customer.   It certainly did not provide such information for me.    

Vivid Seats is lying about providing any such detailed information.

I could have purchased these tickets from The ******* ******* for the Arts in Concord New Hampshire for $35.00 each.    Give me a break.    I don't care what the response was.   Vivid Seats is a rip off and they also lie about it.

 

 

 

 

Business Response: Thank you for getting back to us regarding this issue. Although Ms. *** continues to press forward with this matter, we are not, due to the nature of our business, able to offer refunds once a sale has been completed and must enforce an “all sales are final” policy. 

In regards to Ms. ***'s statement about the price of tickets and the fees, we should note again that Vivid Seats completes thousands of successful transactions per day with customers who are fully aware of their order total prior to submitting an order. We pride ourselves on providing a transparent checkout process so we are confident that the information for Ms. ***'s order was provided well before she confirmed her order. 

As previously stated Ms. *** has also filed a dispute with her credit card company regarding this order. We are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active. If Ms. *** has other questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. 
 
Regards, 
Vivid Seats

5/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February 2016, I shopped on the Vivid Seats website for tickets to the **** ******* ********** soccer games taking place in June in Seattle, WA. I was interested in purchasing two tickets for one game (on June 16). On the website, the only option for purchasing tickets for this game was to purchase a full series of tickets for all games in the series (3 games, played June 4, 14, and 16th, 2016). To reiterate, in order to receive tickets for that one game, it was necessary to purchase tickets for the full series of three games. Because this was the only option ********** presented, we decided to bite the bullet and purchase the full series, even though it was more expensive than what we would have paid for just the one game we desired. Once entered our credit card information, and agreed to the terms, and the price of $955.21 for the two "series of three games" tickets, and clicked process. We were then redirected to a confirmation page that confirmed our order. Our order was confirmed, our credit card charged, and we thought that was the end of it. Later, we received an email from Vivid Seats, confirming our order, and the charge of $955.21. However the order that was confirmed in the body of the email was for 2 tickets to ONE game only (June 14th game). NOT for tickets to the whole series as advertised. Not only did we NOT get the full 6 tickets that we ordered, we only received 2, and those tickets were not even for the game we were interested in. This situation appeared to be a big bait-and-switch, where one set of products was promised, and something else (and less) was delivered. Face value on the tickets for the one game we did receive is for $200/ticket. Far short in value of the $955 we were charged. I'm requesting a full refund of this purchase. It is NOT the product that was originally promised/advertised. If you go on ********** today, they still appear to only be selling "full series of 3 tickets" for this event. Same as it was presented to us.

Desired Settlement: Refund of full amount of purchase of $955.21. Willing to return 2 tickets that were received, of course. Thank you. **** ******* ************

Business Response:

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.
 
Per Mr. *******' statement about receiving tickets for the wrong event, we should first note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the details of their event details and 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 the event date(s). 

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 event, event date, number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. We have several events for 2016 **** ******* **********, each stating the days and specific teams that are facing off for the event. In this instance, all that was listed on Mr. *******' order was "2016 **** ******* ********** - Argentina vs. Bolivia on June 14th", which is exactly what was purchased.
 
In regards Mr. *******’s claim regarding the "face value" of the tickets that they purchased, it should be noted that Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats. 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.**********.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.”
 
Prior to this complaint, we were in contact with Mr. ******* and addressed his concerns regarding the tickets he purchased and received. 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 Mr. ******* to utilize this resource for any additional concerns; as it currently stands, we consider this matter closed.  
 
Regards,
Vivid Seats

5/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased all session tickets to the 2016 Big Ten Baseball tournament in Omaha Nebraska. Tickets delivered were only for one day of the event. Additionaly, the tickets were single use tickets for 4 games. Meaning only one person can use the ticket and there is no reentry. This was not shown anywhere on the ticket listing. Asked for refund of my purchase and vivid will not give refunds even though they say they do.

Desired Settlement: Refund my purchase price

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

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This ticket company sold me fraudulent concert tickets with someone elses name listed on them. These tickets are nontransferable and as a result cannot be used by me and are worthless. This company is nothing more than a ticket scalping company and should be prosecuted by the federal attorneys office for fraud across state lines. I cannot believe they are still in business with so many complaints listed throughout the country

Desired Settlement: 100% full refund or I will file a class action law suit on behalf of the thousands of people who have been scammed.

Business Response:

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 Mr. *******’s issue regarding a different name being on the tickets they received, it should be noted that this is actually a common occurrence. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name of the original purchaser. We ensure that this is not an error, but simply information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets.
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.
This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) 
and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” 

We have been in contact with Mr. ******* regarding this issue and have addressed the name on the tickets holding no bearing on their validity. It should be noted that in addition to this current claim, Mr. ******* has also filed a dispute with his 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, and we encourage Mr. ******* to reach out to their bank in regards to its outcome. Our management team is available to handle any additional concerns that Mr. ******* may have, as it stands, we consider this matter closed.
Regards,
Vivid Seats

Business Response: Thank you for your response. in regards to Mr. *******'s claims, we have made multiple attempts to reach out to Mr. ******* to provide a resolution that would satisfy all parties but have been unable to reach him. His tickets remain completely transferable and we have allowed listings for events at the Idaho Botanical Garden in the past with customers who received and used their tickets without issue. The information on the ticket is that of the original buyer, who purchased the ticket and decided to resell them. Per our 100% Buyer Guarantee that ensures customers will received valid authentic tickets in time for the event, this order was fulfilled properly in accordance with our company policies which Mr. ******* agreed to at the time of checkout. 

It should be noted that in addition to this current claim, Mr. ******* has also filed a dispute with their credit card company regarding this order. We have responded to this claim and we encourage Mr. *******  to reach out to their bank in regards to its outcome. Our customer service remains available to handle any additional concerns that Mr. ******* may have; as it stands, we consider this matter closed.  

Regards,
Vivid Seats

Consumer Response:  
Complaint: ********

I am rejecting this response because : This business continues to lie and act as if their business practices are legitimate. They are nothing more than scalpers. They never reached out to me. In fact, I made the call to them and Emailed them. I also consider the matter closed as both ****** and my bank have sided with my complaint and have not transferred any funds to their account. O

Sincerely,

****** *******

5/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets to a ball game yesterday. The tickets were not described fairly until the purchase was completed online. When you click the link for the information on the seats it says in faint print the view was obstructed. I did not see this of course. When the sale completed the notification was in bold red that the view was obstructed. I would call this false advertising. It is dishonest. When I called to complain and ask for an exchange for other tickets or a refund I was told all sales are final. It really isn't right. I would NEVER have purchased the seats if I knew they had a limited view.

Desired Settlement: I want a full refund of the price paid.

Business Response: 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.

When Mr. ****** selected tickets and was taken to our checkout page, they were directed to review their itemized order breakdown, which clearly displayed all fees, any ticket disclosures (including limited view), the price per ticket, and the total price in bolded text. Mr. ****** was then directed to review our terms and conditions—visible in a text box below this order total—and presented with the bolded message “All sales are final.” At this point, Mr. ****** was also presented with the message “I agree to the sales terms and conditions above,” and a check box that needed to be selected in order to continue with checkout. After checking the box and clicking “Review Order” they are taken to the checkout page which features an even more in-depth order summary that displays any ticket disclosures, the number and prices of their tickets, delivery and service fees, and the total charge.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 

This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”

We have been in contact with Mr. ****** regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mr. ****** may have, we consider this matter closed.

Regards,
Vivid Seats

Consumer Response:

 
Complaint: ********


I am rejecting this response because:

The vendor is misrepresenting their settlement offer. Yes they did offer a settlement, however, it is not sufficient as they sold me seats with a limited view. It was not clearly stared until the purchase was completed and the sale was final. This was my first time using this site, it is a bait and switch practice which is dishonest to the core. I want a full refund for my order.

Sincerely,

******* ******

Business Response: Thank you for your response. Although Mr. ******* continues to press forward with her claim, all our actions have fallen in line with the agreed-to policies at checkout and, as stated by Mr. ******** we have reached out with potential resolutions which Mr. ******* has rebuffed. As stated in the previous response, we have a customer service team available for any additional questions he may have and if he wishes to pursue the resolution we offered; as it stands, we consider this matter closed. 

Regards,
Vivid Seats

5/25/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid almost $2300 for floor seats (Row 8) for Beyonce tickets. When I presented the tickets at the venue, I was denied entry as they informed me these were fake tickets. Needless to say our night was ruined. Called Vivid Seats customer service & they e-mailed me downloadable tickets, but, it was in row 41 (so far I could not see Beyoncé, just watched on the screen). They have not refunded my money. Have said they are "investigating." What's to investigate? You know you sold me fake tickets & should have controls in place to validate what you allow sellers to sell on your website.

Desired Settlement: I want my money back & for them to put controls in place so this does not happen to anyone else. If they cannot do that, I want them to cease operations.

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. We have been in contact with Ms. ***** and have amicably resolved this matter with her. While we are pleased we were able to reach a resolution, we would still like to take the time to address Ms. *****'s claims. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. 

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; 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 their listings are legitimate and distributed properly.

However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. *****’s order was one such case. Vivid Seats has been in contact with Ms. *****, and as noted above, both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. ***** will consider Vivid Seats for their future event ticket needs. If Ms. ***** 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

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****

5/24/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: purchased 2 tickets to tampa bay lightning game on sunday may 8th. seats were in section 322 row h $77.00 each.no review screen prior to purchase. paid with paypal. confirmation and downloaded- but tickets were section 307 row s. filed complaint on their on line chat- and was dissconnected due to inactivity. customer service chat said it was user generated. i KNOW what tickets i purchased. filed a claim thru paypal, and i am waiting for resolve. at no time was i offered a refund. i spoke with cassandra on line chat- and she dissconnected. it was only for a few minutes as i was babysitting. they blamed everything on me...unfortunately- they have alot of negative comments.

Desired Settlement: since the game is tomorrow may 8th- i doubt they will refund me and purchase tickets that were originally selected. so unfortunately- i am asking for a full refund unless they can make it right by tomorrow sunday may 8th before we leave for the game.

Business Response: Thank you for reaching out to us, as we appreciate the opportunity to address a Mr. ****s' concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their 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. 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. 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.”

We have been in contact with Mr. ****s regarding this issue and have addressed his ticket location is consistent with what he ordered. We hope that Mr. ****s was able to enjoy his event and encourage him to contact our management team if he has any additional concerns; as it stands, we consider this matter closed.


Regards,
Vivid Seats

Consumer Response:  
Complaint: ********

I am rejecting this response because:once again the tickets I selected were NOT the ones I received,and there are other complaints against this company. I also have filed a complaint with pay pal, and will not be satisfied until I am.properly compensated for the difference in seat prices based on location. At no time did I,or would i have purchased seats in this location..it does not matter to me what the business says about user generated. There was a deliberate seat switch it is not the first time,as there are other complaints against his business. I will pursue-including legal action if necessary. I have screen shots, and hopefully will not nave to send them to the proper authorities...I have read the user agreement t and I find it to be full of loophole to benefit toe company, and confuse the custody Er..,,,

Sincerely,

**** *****

Business Response: Thank you for reaching out to us. Mr. ***** contends that the tickets were not what he ordered; however, as he has previously stated, this order was placed through our website by Mr. ***** himself. We have been in contact with Mr. ***** about this issue and have addressed his concerns. 

We should note that we have been attempting to get in touch with Mr. ***** in an attempt to find an amicable resolution for his claim but have been unsuccessful in reaching him. Mr. ***** 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

5/24/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets on vivid seats web-site for the Chicago cubs game. On the site is said the tickets were $132 per ticket. I then continued to buy the 4 tickets at the price of $132. I followed all the checkout steps and no where in the process did it provide the detailed breakout of the purchase. the order status showed 4 tickets at $132. I then placed the order which should have been for $528 ($132x4). To my surprise the total order came to $670, $142 more than I thought I was paying. I immediately called Vivid and could not get through to anyone. I then tried through their on-line customer service, which was not helpful at all. They said was there were services fees and all sales are final. This is deceptive advertising at its best. They should clearly state the service fees before the checkout process. They intentionally omit to misled and deceive customers into think they are paying a lower amount and then blind side you with fees.

Desired Settlement: They should be required to be more transparent in advertising their fees on the web-site should. the website should be revised to clearly indicate their service charges. No hidden fees.

Business Response:

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 Mr. *********'s statement about the service fees, it should be noted that as a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats.

Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).

We have been in contact with Mr. ********* regarding his concerns and have reached an amicable resolution at this time. Our management team is available to handle any additional concerns that Mr. ********* may have; as it presently stands, we consider this matter resolved. 

Regards,
Vivid Seats

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *********

5/24/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In february of 2016 i purchased 2 ***** concert tickets for atlanta ga the concert was to be on march 8th. The tickets and service fees came to nearly $600.00 for only 2. I was willing to pay the amount because of how exited I was to see one of my boyfriend and I's favorite bands of all time. We were crushed when on the day of the concert the band announced they are cancelling the atlanta show for march 8th as well as the rest of their tour. It was sad to say the least. Although id much rather have seen the concert i automatically called and requested a refund i was told they do not offer refunds for events that arent cancelled and they couldnt do anything for me until they had more information. I called back a month later when i had realized the concert was announcced as postponed in atlanta for probably the month of setpember but the lead singer of the band would not be preforming. Still they said no refund this was not true. So i began to get upset since acdc states on thier website all ticket holders to full refund at point of purchase wHy was i left out? I then called ny **** cc company to explain that i would like to dispute this charge for a purchase i made but never recieved. Which went on for weeks ...no luck. Another attempt to contact vivid seats to ask please may i have a refund and they finally answer with yes since its been over 30 days we can give you a courtesy full refund, but first i must close my dispute with **** then it could take 2 to 3 days to get my $576.00 refunded. Well 2 to 3 days turned into a nightmare it became 5 to 7 days and then it was that the information the requested wasnt dated properly. I had to call **** and vivid seats probably 50 times in 2 weeks staying on hold with vivid seats for sometimes an hr at a time. no one has been willing to help me or give me a straight answer much less the same answer as the person before it is now going on 3 months that vivid seats has held my money for something i never got to use!!

Desired Settlement: I PAID CLOSE TO 600.00 FOR CONCERT TICKETS THAT ENDED UP BEING A CANCELLED SHOW.. I HAVE WAITED I HAVE DONE EVERYTHING VIVID SEATS HAS ASKED ME TO DO TO RECIEVE MY REFUND. YET THEY SAY ITS A PROCESS THERE IS NO WAY TO KNOW HOW LONG IT WILL TAKE I CAN NOT COMMUNICATE WITH ANYONE HIGHER UP OR ANYONE IN THE DEPT THAT HANDLES MY ISSUE I JUST HAVE TO WAIT. iVE EXPERIENCEDD HORRIBLE CUSTOMER SERVICE AND I FEEL LIKE THEY ARE TAKING THIS AS A JOKE. I AM VERY UPSET A SINGLE MOTHER OF TWO CHILDREN AND WOULD JUST LIKE THE MONEY THAT IS OWED TO ME GOING ON THREE MONTHS NOW. PLEASE

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 02/22/2016, Ms* ********* purchased tickets to see ***** on 03/8/16. 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* ********* 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. It should be noted that in addition to this current claim, Ms* ********* had also filed a dispute with their credit card company regarding this order, which we have already addressed. Our records indicate that Ms* ********* was refunded in full for this order through her bank. For any additional information in regards to dispute outcome we encourage Ms* ********* to follow up with her bank.
 
Regards,
Vivid Seats

Consumer Response:


Complaint: 1*******

I am rejecting this response because:vivid seats did not refund my bank I contacted my bank and we called vivid seats on 3 way to ask what date I was refunded and also if they have a receipt or some type of document to PROVE they sent a refund. Vivid seats told my bank and myself that there was nothingthey could do they could not provide us with a date of refund and they could not provide any type of supporting documents showing a credit or refund in the full amount of almost $600.00 had been sent. My bank advised that I re open the dispute as if they had issued the refund I would have received it right away. vivid seats has lied to me and my bank( ****) **** recorded our conversations with vivid seats and will betaking legal action against the company for the fraud they have committed.


Sincerely,

**** *********

Business Response:

Thank you for reaching out to us. We have been in constant contact with Ms. ********* regarding this issue. As Ms. ********* stated, she disputed this claim with her bank. We have been communicating with Ms. ********* to resolve this issue. As it stands, Ms. ********* has been refunded by her bank for this order. We encourage her to work with her bank regarding the chargeback and provide the documentation we have sent her to her bank as it shows the dispute was in fact resolved in Ms. *********'s favor. If Ms. ********* has any additional questions, she may contact our management team to assist her.

Regards,
Vivid Seats

5/24/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased two tickets from Vivid Seats and decided to resell them since I could not make it to the event. However, when I tried to sell them on Vivid Seats, it asked for a PDF version of the tickets which I didn't receive in the first place. So I asked the customer services and they told me there was not PDF version of the tickets because it was delivered via "Flash Seats". I asked them why it didn't state that there was no PDF version of the tickets from Flash Seats. They said because most customers were aware of that and they did not need to state the detail. Then I asked for return and refund but they said they could not do that because the sell was final.

Desired Settlement: Refund of the tickets

Business Response: 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 ticket type, 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, ticket disclosures, 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. Sellers are notified as soon as an order is placed, and 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 only allow professional resellers to list Flash Seats tickets on our website per company policy. The tickets Mr. ** purchased could have still resold these tickets via Flash Seats official website, social media, or other platforms that allow Flash Seats tickets to be resold by individuals. Our customer service team provided Mr. ** with these options after informing him that he would be unable to resell Flashseats through our fan selling process. Individual resellers on our site must provide PDF files or ship tickets they are trying to list, which is why Mr. ** only had those options.

We have been in contact with Mr. ** regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mr. ** may have, we consider this matter closed.

Regards,
Vivid Seats

Consumer Response:  
Complaint: ********

I am rejecting this response because: once again, they have never got in touch with me. This is outrageous.

Sincerely,

****** **

Business Response:

Although Mr. ** continues to press forward on this matter, we have documented communication with this customer from phone calls to live chat inquiries about our sales terms and conditions. We have addressed Mr. **'s concerns in each of these instances. If Mr. ** has any additional questions, we encourage him to contact us directly. As it stands, we consider this issue closed. 

 

Regards, 

Vivid Seats

5/23/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 Floor Billy Joel tickets online for a total of $1558.92 . After checking out, I noticed the seats changed from Floor to Field. I emailed Vivid Seats asking them to refund my ****** account. They responded stating that Floor and Field are the same. Which they are not. Anyway, I received an email from Vivid indicating that my tickets were in a section where tickets were selling for far less than what I paid. I then filed a dispute with ******. ****** sided with Vivid seats because they lied about Floor and Field being the same. I just downloaded my tickets and the purchase price on the tickets state: $129.00 each. I wish I had downloaded the tickets prior to filing the dispute with ****** so they could see what the true price of the Vivid Seats were. I emailed Vivid Seats asking them to exchange the terrible seats for seats that are in-line with what I paid but they declined to exchange because I filed a complaint. What a RIPOFF this company is. It makes me sick to know that companies like this steal from people and get away with it. It is downright criminal!

Desired Settlement: I would like Vivid to refund the difference between what the tickets are selling for on their site for Section B row 31 seats 9-12 (129.00 per ticket) and what I paid ($389.73 per tickets including service fees).

Business Response:

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


Additionally, the tickets listed at the time of purchase explicitly said "Field", and should Mr. ******* review the page he purchased these tickets from along with all the emails generated after he completed his purchase, he will note that all that is listed in terms of his requested seat is "Field" as the section. The tickets he purchased were still valid for the event. 
We have been in contact with Mr. ******* regarding this issue and have been unable to reach an amicable resolution at this time. It should be noted that in addition to this current claim, Mr. ******* has also filed a dispute with their credit card company regarding this order. His credit card company agreed with our position on this issue and ultimately ruled in our favor. Any other issues regarding the outcome of this dispute should be handled directly by the bank they filed the dispute with. As it currently stands, we consider this matter closed.
Regards,
Vivid Seats

Consumer Response:
Complaint: ********

I am rejecting this response because: I did NOT file a dispute through my credit card company. I filed it through ******. I was shocked when ****** sided with Vivid seats as I submitted all of my documentation. Later I learned that Vivid Seats and ****** are in bed together. The email address used for complaints is: ******@VIVIDSEATS.COM. I even spoke to ****** representative who were shocked that I did not get refunded. I have since closed my ****** account. It is OBVIOUS Vivid will continue to lie about what happened. It is shameful what they are doing. It cannot be legal. They are scamming people out of money by baiting and switching!

Sincerely,

**** *******

5/22/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets from Vivid Seats for the ****** **** show in Atlanta, Georgia for the May 6, 2016 show. According to ************, they are refunding the cost of the tickets because the artist showed up 2.5 hours late for a 3 hour show. I contacted Vivid Seats and they are not honoring their policy for refunding tickets. According to their policy, they could contact the seller of the tickets and have them receive the refund from ************ and refund my money back to me ($414 for two tickets). They are not honoring this policy although ************ is giving back refunds for this show. I would like me money back and for Vivid to follow the policy outlined on their website.

Desired Settlement: I would like the $414 dollars refunded to me for the purchase of the tickets. I would like Vivid to contact the seller of the tickets, let them get the refund from ************ and refund my money back to me. ****** ****** will not refund me the money because I was not the original purchaser of the tickets.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. We have reached an amicable resolution with Ms. ********, but would like to take a moment to address the specific issue she approached us with. 

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. As such, any last-minute changes with a performance are made entirely at the discretion of the venue or artist and are therefore beyond our control and purview. This is clearly stated in the Sales Terms and Conditions that Ms. ******** agreed upon when submitting their order: “Vivid Seats is in no way affiliated with any venue, promoter, team, league or organizing group and is not associated with any official organizer of the events for which it list tickets.”  
In certain instances, attendees of a particular event may want a refund for issues experienced during an event and we as a company consider the circumstances of the event in order to be responsive to the needs of our customers. As noted above, we have resolved this matter with Ms. ******** and hope she will consider Vivid Seats for her future event ticket needs. If Ms. ******** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
Regards,
Vivid Seats

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********

5/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 2 Tickets to concert in Dallas, TX on 5/14/16 purchased at **** ****** ****** advertised as front row tickets purchased for 3,300 dollars and was sent 85 dollar tickets. Requested front row tickets as company has admitted were advertised and told on recording when we spoke. If these are not available then I request a refund to reflect difference in price of tickets. I was told that they are 3rd party sellers and would provide me a 350 dollar refund if I would not pursue legally, and told if I elected to pursue legally then they could not provide me any refund. Please review recording. I am only asking for what I purchased for an important occasion or refund to reflect the tickets that I received.

Desired Settlement: As stated above, tickets as advertised or refund to reflect the tickets that I have received.

Business Response:

Thank you for reaching out to us. We appreciate the opportunity to address Mr. ****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.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).

We have been in contact with Mr. ****s regarding this issue and have been able to reach an amicable resolution. Our management team is available to handle any additional concerns that Mr. ****s may have, and we therefore consider this matter closed.

Regards,
Vivid Seats

5/20/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 5/6/16 ordered a ticket for the ****** * ****** ****** in Hartford, CT - showtime 11 a.m. Sat. May 14. I paid $55.54, was given an order #******* for Sect. **** Row ** E-Ticket to follow. INCORRECT E-TICKET RECEIVED - SHOWS: ******* *****, CUST. #.....***** ***** *** SECT. **** ROW ** SEAT ** COST OF $13.50. 5/10/16 TRIED CUSTOMER SERVICE #'S ************** * *************** Impossible to be transferred to a human with either #. Also tried ************** on 5/11/16 = same customer service spiel with no possibility of human contact. Did say if I knew an extension # I could enter that, but there were no extension #'s accessible for me to enter. Live chat runs from 7 a.m. to 12 a.m. Requested Live Chat with agent at 9:40 p.m. No response - waited till 12 a.m. Tried again on May 11, 9:52 a.m. - no response as of 11:10 a.m. Also tried resending an email at 9:50 a.m. As before, no acknowledgement response received. Tried Corporate Headquarters # ************** (SHOWN ABOVE), with no human contact available without an extension #.

Desired Settlement: I would like a corrected E-Ticket received by 5/13/16, or if not corrected & received by 5/13/16, I want a refund.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.
Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the name on the tickets representing the original purchase, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. 
In regards to Mr. ******* issue regarding a different name being on the tickets they received, it should be noted that this is actually a common occurrence. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name of the original purchaser. We ensure that this is not an error, but simply information left over from when the tickets were first issued. All tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets.
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 
This policy is described in detail in our Sales Terms and Conditions (****************************** 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. ***** regarding this issue and have reached an amicable resolution. Our management team is available to handle any additional concerns that Mr. ***** may have. As it stands, we consider this matter resolved.
Regards,
Vivid Seats

Business Response:

Thank you for your response. We have been in contact with Mr. ***** and addressed his concerns regarding his order.  Additionally, we should note that Mr. ***** was provided his one-time courtesy refund on May 13th as an exception to our agreed-to sales terms and conditions. We encourage him to follow up with his bank directly regarding this charge and if Mr. ***** has any other questions, our customer service team is available to assist.
Regards,
Vivid Seats

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Again though, VividSeats made an issue of the agreement I signed off on, and made it sound like I was being granted a favor.  Since VividSeats issued me (fraudulently), a cheaper ticket than the one I paid for, with no explanation or refund of the price differential, any agreement was consequently null and void.  VividSeats know this.  Their lawyers know this.  I'm disappointed that VividSeats could not have handled the situation more honestly.

Sincerely,

****** *****

5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This website conceals the precise amount of fees from the purchaser, whether prior to purchasing, or during the checkout process, or after the purchase is complete. Nowhere are the fees listed. Further, during the checkout process, after selecting the item and submitting purchase method information (I chose ******), I was presented with a requirement to agree to Terms and Conditions which stated that "all prices are in US Dollars, and that all sales are final," according to the Customer Representative I chatted with. I read to and agreed to this on the website, but once you agree to the terms then the purchase is suddenly executed without an option to review what the actual dollar amount will be for the fees for your transaction. So the full purchase price is never disclosed. Even on the receipt and on the ticket confirmation email, the itemized fees are never disclosed, and the information is also not available online, even though in the terms and conditions it states "Once you identify the tickets you would like to purchase, and select them, you will be directed through the checkout process where you will enter your name and address, and provide payment information. You will also be able to review the ticket details, total order price, and service and delivery fees." (See http://www.vividseats.com/terms.html)

Desired Settlement: I would like a refund of the $82.14 in Service Fees since I would not have agreed to the purchase if I had known the fees were a full 25% of the purchase price. I am OK with paying the delivery charge of $7.90.

Business Response: 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 Mr. ******'s concerns about the service fees, it should be noted that 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).

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.

We have attempted to contact Mr. ****** regarding this issue, but have been unable to reach him. If Mr. ****** 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

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

 

Nevertheless the statement "We have attempted to contact Mr. ****** regarding this issue, but have been unable to reach him" is not correct, I was contacted by a representative.


Sincerely,

****** ******

5/20/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets last night for a Dolly Parton Concert. I followed what I thought was a direct link from ****** Center, selected my seats at $124 each my total was $367 and when I purchased them the cost went up to $474. Nowhere did it disclose the extra fees and that I would have to wait to receive my tickets. I Immediately contacted their customer service to cancel the tickets and was told there was nothing they would do for me. It was 5 min after I purchased them. I believe that the extra fees should have been in the order summery before I checked out and I would like the order canceled with a full refund.

Desired Settlement: A cancelation of my tickets and a full refund of $474.06

Business Response:

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.

 

Although we have been in contact with Mr. ******** and have reached an amicable resolution, we would like to still take the time to respond to Mr. ********'s specific issue. 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 are very pleased that we have been able to resolve this issue with Mr. ******** and hope he enjoys his event. Our management team is available to handle any additional concerns that Mr. ******** may have; as it presently stands, we consider this matter resolved.

 

Regards,

Vivid Seats

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********

5/20/2016 Problems with Product/Service | Complaint Details Unavailable
5/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Vivid Seats representative provided false information to me that led me to purchase the wrong ticket. They told me the ticket i was going to purchase (******* *** ***** covered all sections including the "Mug and Vine Lounge." Literally right after i bought the ticket, i called a friend and he ended up telling me that it was false. I called the Preakness Ticket office and they told me the same thing. I called Vivid Seats and explained the situation to them, literally 5 minutes after i purchased the ticket, to see if i could get an exchange for the other ticket or a refund. They told me they can't do neither even though they personally led me to purchasing the wrong ticket. THEIR MISTAKE. I asked to get at least the service fee waived which was about $30 some dollars and they refused to do that also. They said resell your ticket through our website and we charge you 10% of what it sells for so there making money off me purchasing the ticket and also reselling it - all because of false information they provided. This is completely unacceptable of a large company with no absolute care for their wrong doing. Something needs to be done to companies like this so they can learn their lesson.

Desired Settlement: By the time this issue is resolved i am sure that this event will have taken place and the ticket will no longer have any value. All i care about is that this company issues me a refund for the service fee or commission. Also they need to be warned/watched to prevent future issues like this and having customers suffer at the hands of the corporate world.

Business Response: Thank you for reaching out to us, as we appreciate the opportunity to address Mr. **********'s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their seating area, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. 

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).

We have been in contact with Mr. ********** regarding this issue and have reached an amicable resolution. Our management team is available to handle any additional concerns that Mr. ********** may have; as it stands, we consider this matter resolved.

Regards,
Vivid Seats

5/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 3 tickets on April 27th, 2016 to a Yankee game in NYC on May 8th, 2016 as a mothers day gift for my mother. I called customer service on May 7th to ask why hadn't my bar code been updated to the app for entrance I was told a few hours before the game meanwhile the website says 48 hours. Come game day on Mothers day May 8th still no bar code I called around 2:30 and spoke to a representative she basically couldn't tell me anything and transferred me to another number. After calling about 11 different numbers over 20 times still no one could tell me anything nor answer any of my questions. As I called vivid seats I spoke to a guy explaining my situation and I was told he was going to resend the tickets and I would have to accept the transfer as I did the 1st time, I was promised a call back after that was done and of course I never received a call back nor an email. Finally I spoke to a manager named Amanda whom was extremely useless and the only thing she could tell me was there was a problem with Ticketmaster and out of their hands all she offered me was my money back which doesn't justify the fact that these tickets were bought as a gift.

Business Response: Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. ******** and both parties have found an amicable resolution. That being said, we did want to take the time to address Mr. ********'s specific concerns. 

Vivid Seats facilitates thousands of transactions with customers who are able to gain access to and use their tickets with no issues, so we are confident in our process for providing tickets to our customers. Our customer team was in contact with Ms. ******** on multiple occasions to assist with the delivery of her tickets. We provided tickets for access to the selected event on 4/27/16 and then worked with Ms. ******** on 5/7/16 and 5/8/16 to assist in gaining access to these tickets. 

Ultimately, Ms. ******** was unable to attend the event, yet as previously stated, we have resolved this with our customer. As it stands, we consider this matter resolved, and if Ms. ******** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.
 
Regards,
Vivid Seats

5/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets for a concert that is postponed with no future dates. I was told that I had to wait for the tour to be cancelled. I bought my tickets in September for a concert that was supposed to take place in June. The concert is not going to take place no time this year. How long do they think they can hold on to my money? I might be deployed a year from now.

Desired Settlement: I would like to get my money back.

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. ******, and while we maintain we are not at fault, both parties have found an amicable resolution. On 9/19/15, Ms. ****** purchased tickets to see Janet Jackson on 6/7/16. This event was later postponed by the artist for a later date. It should be noted that Ms. ****** 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 elected to attend. 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 consider this matter resolved, and hope that Ms. ****** will consider Vivid Seats for her future event ticket needs. If Ms. ****** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. 

 

Regards, 

 

Vivid Seats

5/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i purchased two tickets for the Janet Jackson concert original date in dallas texas 1/24/2016, the concert was postponed until 7/15/2016 once again the concert was postponed there is no tour date,(possibly sometime maybe in 2017 vivid seats refuse to offer the refund,base upon their policy which leaves the customer at a complete disadvantage, anything can happen in 2 years waiting for a concert that may or may not happen in the mean time I'm out of 577.00 I can understand one postponement un but two and sill with no firm date is proprosous

Business Response: Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. ***** for some time now, and while we maintain we are not at fault, both parties have found an amicable resolution. On 11/15/15, Mr. ***** purchased tickets to see Janet Jackson on 07/15/16. This event was later postponed by the artist for a later date. It should be noted that Ms. ****** typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout, but in the interest of customer service, are pleased we found an acceptable solution for all parties involved.
 
This aforementioned policy is in place with the goal of ensuring that the customer can attend the event they originally elected to attend. 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 consider this matter resolved, and hope that Mr. ***** will consider Vivid Seats for his future event ticket needs. If Mr. ***** has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team. As it stands, we consider this matter closed. 
 
Regards,
Vivid Seats

5/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This website is misleading at best and it charges more money than I agreed to pay. I found 4 tickets to a baseball game for $215.00. I thought that it was a really good price so I purchased them. After I put my information into the web site I was charged $961.00. I immediately tried to cancel the transaction stating that there must have been a mistake because the total of the tickets was only $215.00 and I was charged too much money. I called customer service and I was told that I could not cancel the transaction that all sales were final. I would like to get a full refund and they can resell the tickets.....

Business Response: Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are 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, which includes a breakdown summary of how the price correlates with the number of tickets purchased.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 

This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." These messages were clearly visible to Ms. ***** during the purchase process. 

Prior to this complaint, we were in contact with Ms. ***** and reiterated our policies, including that all sales are final. Ms. ***** has received her tickets and we hope she enjoys her event. If Ms. ***** has any additional questions, we encourage her to reach out to us; as it stands, however, we consider this matter closed. 

Regards,
Vivid Seats

5/18/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets through this company with the belief that I would have tickets well ahead of time for my desired event. The date I was given already left me hesitant to wait that long but I went ahead believing that it would still give me plenty of time to receive them. The date I originally agreed to was changed once already and the second date I was given that I would have tickets buy has come and gone. I don't even know at this point if I will be attending the event because they said I might not get them until an hour before the event and that was never expressed to me before. My daughter and I were looking forward to the event and I asked for a refund since they didn't keep up their end of the deal and was told I couldn't receive one.

Desired Settlement: I want the money back for the tickets I purchased on February 15, 2016. 2 tickets to see Beyonce section 132 row AA

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.
 
On 15 February 2016,  Ms* ********* purchased tickets to see Beyonce on 7 May 2016. She received an email shortly after placing her order that the tickets estimated delivery date was 3 May 2016. Due to a venue delay, the tickets for this event were not released to the original purchasers until 48 hours prior to showtime. Per our 100% Buyer's Guarantee, we ensure customers will receive valid tickets in time for the event, and on 5 May 2016, we emailed Ms* ********* her tickets for the event. The tickets provided were downloadable PDFs that were required to be printed ahead of the event.  We attempted to call Ms* ********* on multiple occasions to remind her to download the tickets but were only able to leave a voice message. Per our 100% Buyer Guarantee, the order was fulfilled according to company policy and Ms* ********* was provided valid tickets to her event. 
 
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”
 
Ms* ********* was provided valid tickets for entry and we made multiple attempts to assist her with her tickets. Vivid Seats operates our own customer service department and we encourage Ms* ********* to utilize this resource for any additional concerns. As it stands, we consider this matter closed. 
 
Regards,
Vivid Seats    

Business Response: Although Ms. ********* continues to press forward, we must reiterate that the tickets were provided on May 5th, 2016, ahead of the event that took place on May 7th. Our customer service team attempted to contact Ms. ********* on the day of the event and even after the event, but have been unable to reach her. We encourage her to contact us with the correspondence provided on our website so we may discuss this matter further. As it stands, we have addressed Ms. *********'s concerns and consider this matter closed. 

Regards, 
Vivid Seats

Consumer Response:  
Complaint: ********

I am rejecting this response because:
They are stating that I should contact them but when I tried to go through chat even to speak with someone as it is typically difficult to get through at times, the representative I spoke to once I informed them that I contacted the better business bureau since at that point no one contracted me regarding the matter then she said" well if you have already done that then I can't speak to you." So at that point I was done attempting to contact them. There is really nothing I need to say to them now because the time came and went that I should have received the tickets and I never did and so there is really nothing further to discuss. I just want my money refunded and if nothing else to have this incident show up online in some way whenever someone is trying to check into the integrity of this company. 
Sincerely,

******* *********

5/18/2016 Problems with Product/Service | Complaint Details Unavailable
5/18/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased two tickets for the Warrior game (date of event 4/13/16) on Sunday 4/10/16. The tickets I purchased were for section 121 row 4. The money was instantly taken from my account and I received a confirmation email within seconds. About 45 minutes later I received a phone call stating the tickets had already been sold and the best they could do was offer me tickets 9 rows back. I was very upset. After reading their customer gaurantee, I call them back as it states of this type of situation were to occur, they will offer seats that are equal or better than the ones originally purchased. The seats they provided me were about $300 cheaper than what I originally purchased. I was also told they could not refund me any money. They refused to honor their gaurantee stating I agreed with what they offered which was seats 9 rows behind my original purchase. I did NOT agree that was fair. I was mislead on the phone call as they said it was all they could do and would not provide a refund so I did not believe I had any other option as the tickets I purchased were $1,400. I was bullied and taken advantage of by this company. They pretty much tricked me into ripping me off. I posted my experience and had many others respond that the company had done the same to them.

Desired Settlement: I would like to be refunded for my experience and for this company to take responsibility for their wrong doing. I don't want them to keep doing this to customers as it is not morally or legally right.

Business Response: Thank you for reaching out to us. We spoke with Ms. ***** multiple times prior to this complaint. Vivid Seats always appreciate the opportunity to address a customer’s concerns and we would like to do that below. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. 

On 04/10/16 Ms. ***** requested tickets to Memphis Grizzlies at Golden State Warriors (Fan Appreciation Night) happening on 4/13/16. The reseller of these tickets communicated to us that the tickets were no longer available, at which point we reached out to Ms. ***** and explained that the tickets were no longer available and offered her replacement tickets in the same section in a further row back. Our 100% Buyer Guarantee ensures that customers will receive comparable or upgraded tickets if their original request is no longer available, but due to the nature of our Market since nothing was available within our guarantee, we reached out to offer the closest comparable tickets that were available. It should also be noted that when we contacted Ms. ***** with this these tickets she accepted these replacement tickets. Only upon her accepting these tickets would we have acquired these for her. Upon her acceptance, we quickly acquired the tickets from the seller and provided Ms. ***** tickets for entry to the event. 

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.

This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”  

We have been in contact with Ms. ***** regarding this issue, but have been unable to reach an amicable resolution. Our goal is to help customers gain access to events they wish to see and we worked with Ms. ***** to provide her tickets. While our management team is available to handle any additional concerns that Ms. ***** may have, we consider this matter closed.

Regards,
Vivid Seats

Business Response: Thank you for reaching out to us. As stated, we offered Ms. ***** the replacements and required her acceptance in order to provide these to her for the event. As we have exhausted our explanation of this policy and provided the accepted tickets to Ms. *****, we consider this matter closed. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: vivid seats keeps replying with the exact same response. I was ripped off and taken advantage of. They have me seats that were at a much lower value than what I had paid for. They told me I had no other options as they would not give me a refund and would not provide better seats. This is a scam they continue to run on their customers. They need to be held accountable for ripping off their customers. I feel like I was bullied by this company and I do not accept their response as they are not taking responsibility for not honoring their customer gaurantee. I was ripped off!

Sincerely,
********** *****

5/17/2016 Advertising/Sales Issues | Complaint Details Unavailable
5/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I accidentally purchased tickets to an event. When I realized that the tickets were for the same day (May 1, 2016) I reached out to customer service via phone and email. I have never bought tickets through this website and was unaware of how it worked. I wasn't even in Chicago to go to the show (which were for the same day). When I called customer service ten minutes after realizing my mistake I requested to cancel the order and informed them that I was out of state, even if I flew back I wouldn't have been able to make this show. They showed no concern at all and offered no resolution or empathy for the situation. Basically they just told me that even though they were aware I could not go to the show that they would not cancel the order or issue a refund or credit with their company.

Desired Settlement: I would like to be refunded for the order. There is absolutely no reason I should have to pay for something that was purchased accidentally, that the company was made well aware of ten minutes after the purchase and has been made aware of since then. Its not like I purchased these tickets months ago and then tried to cancel. They could have easily canceled the order and refunded me the money so that someone could actually use the tickets, but instead they knowingly stole my money, with absolutely no regard for the situation.

Business Response: 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 event information, 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. 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.”

We have been in contact with Ms. ********* regarding this issue and have addressed her concerns. We offered a resolution but Ms. ********* declined this option.  While our management team is available to handle any additional concerns that Ms. ********* may have, we consider this matter closed.

Regards,
Vivid Seats

Business Response: Thank you for reaching out to us. We have been in contact with Ms. ********* and in the interest of customer service, have found a resolution that suits both parties. 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. ********* to utilize this resource for any additional concerns; as it currently stands, we consider this matter resolved.
 
Regards,
Vivid Seats

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for taking the time to resolve this issue. 

Sincerely,
********* *********

5/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: PURCHASED JANET JACKSON CONCERT TICKETS JUNE 0F 2015 FOR UPCOMING CONCERT FOR SEPT 2015 THE CONCERT WAS RESCHEDULED 2 TIMES FINALLY MS JACKSON STATES ON NATIONAL MEDIA SHE HAS POSTPONED HER REST OF TOUR BECAUSE OF WANTING TO START A FAMILY. I CONTACT THE COMPANY TO REQUEST TO HAVE MY MONIES REFUNDED BACK TO ME AT $315.00 I WAS TOLD THAT THEY ARE AWARE OF THE SITUATION BUT WILL NOT REFUND MONIES BECAUSE HER PUBLICIST HAS NOT CONTACTED THEM DIRECT TO SAY THE SHOWS HAVE BEEN CANCELLED. TODAY I CHECK THE STATUS ON VIVID SEATS AND IT SAIDS POSTPONED TILL MONDAY JULY 20, 2099 WHO WILL LIVE 83 YRS TO GO TO HER CONCERT SHE IS 47 YEARS OLD NOW.

Desired Settlement: I DESIRE FULL REFUND FOR MY 2 TICKETS AT $315.00 (TOTAL PAYMENT)

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. ******, and while we maintain we are not at fault, both parties have found an amicable resolution. On 6/21/15, Ms. ****** purchased tickets to see Janet Jackson on 07/20/16. This event was later postponed by the artist and/or venue for a later date. It should be noted that Ms. ****** 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 elected to attend. 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 consider this matter resolved, and hope that Ms. ****** will consider Vivid Seats for their future event ticket needs. If Ms. ****** 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

5/14/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On or around April 11, I purchased 2 sets of tickets on the same day. St. Louis Blues NHL Coference Semifinal (advertised upfront in 2-3 emails at ***** ***** ******* for Sun., May 1, and Estern Conference Final, May 16, in St.Louis as well. Since I live 3 hours from St. Louis, I needed to be certain those two games did not conflict with my work schedule nor travel schedule. Vividseats changed the date on the first game, requiring many personal and work disruptions. They waived the fee to save a few dollars, but it did not solve the problem of the misleading advertising, nor the incredible inconvenience and special arrangements required. due to this misleading advertising. The same understanding of their advertising, and imminent repeat of this issue, has led me to file this complaint. In the second issue, the date of May 16th was completely pulled. I am out of the country, not returning home until May 15th, creating much disruption during vacation., and now the potential exists that the May 16 game (as it was originally advertised, could be played while I am away. I sent an email to Vividseats.com, advising them that I instructed ******** Card that I would not pay for the charge of $700 due to this dispute. I also followed up with another email on May 6 with what I thought was a reasonable solution. I have not heard back. I am requesting immediate notification from Vividseats.com that a full and complete $700 refund for this second set of tickets to be credited to my ******** Card as soon as possible. Thank you. 1-812-449-5592

Desired Settlement: Complete $700 refund.

Business Response: Thank you for reaching out to us, as we 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 Mr* ********'s order, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their their event date, 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. 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.”

We have been in contact with Mr* ******** regarding this issue and have reached an amicable resolution. Our management team is available to handle any additional concerns that Mr* ******** may have. As it currently stands, we consider this matter resolved.

Regards,
Vivid Seats

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ********

5/14/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased 4 tickets to the Cincinnati Music Festival for 7/22 & 7/23 2016 totalling $590.26 from sales agent Ian *****. I received the tickets via Ups. Each ticket had a face value printed on them for $75.00 per ticket which totalled $300.00. Ian never disclosed that an additional $290.00 would be charged. My seating locations are not condusive to the amount Ian charged me. I would like a refund returned to my card or seating that is suitable for the $590.26 that I paid in good faith.

Desired Settlement: A refund for excess of 290.26 or appropriate seating condusive with the amount I paid $590.26. At a face value of $75 each x's 4 totals $300.00 that I received.

Business Response: Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. *******, and while we maintain we are not at fault, both parties have found an amicable resolution. We did want to take the time to address Ms. *******'s concerns. 

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.

These policies are described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, our sales agent requires that the customer verbally agrees to the Vivid Seats sales terms and conditions and is aware that you may be paying above face value for your tickets.

As previously stated Vivid Seats has been in contact with Ms. *******, and both parties have found an amicable resolution. As such, we consider this matter resolved and if Ms. ******* 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

5/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought 8 tickets to the san diego chargers game on october 13th 2016 and 8 tickets to the seattle seahawks game on october 16th 2016. I agreed on the price of $2920 US for the seahawks game which showed up on the last page at a unit price of 365$ per ticket. I agreed on the price of 864$ for the chargers game which came up as a unit price of 108$ per ticket. I was invoiced a total of 3667$ for the seahawks game and 1100$ for the chargers game which those numbers did not show up anywhere on anything i accepted until i received the invoice. I will agree to pay the original agreed upon amount or please refund the purchase cost. I have contacted Vivid customer service asking for the last purchase page that i agreed upon for proof that these were indeed the correct charges and all i have been provided with is the same invoice i already have which is incorrect.

Desired Settlement: I would like to pay the unit price that was agreed upon or a full refund.

Business Response:

Thank you for reaching out to us regarding this issue. We appreciate the opportunity to address Mr* *********** concerns. 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.
Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. 
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 has been in contact with Mr. ********* and both parties have found an amicable resolution. As such, we consider this matter resolved. If Mr. ********* 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

5/13/2016 Problems with Product/Service | Complaint Details Unavailable
5/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Went to website and clicked on two tickets for a Basketball game in the 200 level. The website defaulted at some point to 4 tickets in the 300 level. Did not get confirmation until after my payment was accepted. I noticed this right away and called within 5 minutes of the issue. They told me there was nothing that they could do and that it was my fault. I assured them that there was no opportunity for me to review the order before putting in my Credit Card info. They said that there was and that I must have missed it. One manager told me to click my back arrow to see the screens that I had been to. I did that, and it went from the confirmation screen directly back to the original screen where I selected which tickets I wanted. I would not have ordered two tickets in the 200 level and accepted 4 in the 300 level. I feel like I was completely taken advantage of in that they had my money and felt that they did not have to do anything for me. I got my Credit Card company involved in an effort to dispute the charge, but they told them the same thing. I will not be using this service again.

Desired Settlement: I want the 4 tickets returned and then be allowed to purchase the two tickets that I wanted.

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their purchase, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order, including section, row, and quantity of tickets. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary on the right side that displays the section, quantity and prices of their tickets, delivery and service fees, and the total charge highlighted in red. 

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 

This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”

Prior to this complaint, we were in contact with Mr. ******** regarding this issue and tried to assist in resolving with him but we were unable to reach an amicable resolution. As it currently stands, we consider this matter closed. If Mr. ******** has any additional questions or concerns he is welcome to contact our customer service team.


Regards,
Vivid Seats

5/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered two tickets to a concert that is in August, upon checking out there was a glitch in their system and the system had me down for purchasing six tickets while I thought I was only purchasing two tickets. When I hit the checkout button, the total for my transaction on my debit card was almost 1000.00. I was so upset, I called the business not even a minute later to let them know what had happened and that I only wanted to purchase two tickets not six, and basically was told I could not have a refund. They also told me I could sell the tickets on their site, in which they would receive 10 percent in the process. Unbelievable!!!! I could not believe what I was hearing. Shocked still about this and very upset!!!

Desired Settlement: I'm not even asking for a full refund, just a refund on four tickets that I never wanted in the first place!!!!!!! At this point I'm extremely angry about what has happened but would still keep two of the tickets regardless, but need a refund for the other four tickets that I was wrongfully charged for!!!!

Business Response:

Thank you for reaching out to us as we appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. 


Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their purchase, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order, including the quantity of tickets. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary on the right side that displays the quantity and prices of their tickets, delivery and service fees, and the total charge highlighted in red. 

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 

We have worked with Ms. ***** and reached an amicable resolution. We hope that she enjoys her event and if she has any further questions, she may contact our customer service team at any time. 

5/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged a toal which was significantly over what my purchase price should have been. I purchased 2 tickets at $52 each. My total for this transaction was $136.56. These tickets are for downloading. There was NO mention anywhere during my transaction that I would be charged any additional fees. However, I was. I proceed to do a live chat for help. Olah, the live chat employee, advised me that I was charged a $7 shipping fee and over $25 service fee. I explained that first of all these charges were never described to me during the transaction as required by law AND there is NO shipping. He explained that even if there is no shipping they charge a shipping fee to cover internet and server charges. So, that is not a shipping fee! I asked for a refund and they denied my request even though this request was made exactly 5 minutes after purchase was complete. I have asked for an itemized bill to show me all these additional charges which has not been provided yet.

Desired Settlement: I would like a complete refund of all my monies paid.

Business Response: 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 delivery and service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red.

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).

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.”

Prior to receiving this complaint, we spoke to Ms. ******* and, in the interest of customer service, offered a partial courtesy refund, which she accepted. As such, we consider this matter resolved and if Ms. ******* has any additional questions or concerns she may reach out to our customer service team. 


Regards,
Vivid Seats

5/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased five tickets to see a Janet Jackson show on 6/18/15. The show has been rescheduled three times and currently there is no scheduled date for the concert after the artist made an "indefinite postponement" to start "planning a family." I requested a full refund for the tickets via Vivid Seats customer service e-mail on 4/28/16 and received no response. I called the 1-800 number and got an error message saying the number was no longer in service. When I attempted to obtain a refund through a Vivid Seats online service representative, I was told I could not have refund since the tour has been postponed and not cancelled. In order to have a refund, the tour must be cancelled. Vivid Seat's policy is a show must be cancelled in order to have a refund. There is no date for the show. The artist is taking an "indefinite postponement" after rescheduling the show already three times.

Desired Settlement: I would like a refund for the five tickets to a show that has been rescheduled three times with no known date for an actual performance.

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. ********* and while we maintain we are not at fault, both parties have found an amicable resolution. On 6/18/15, Ms. ******** purchased tickets to see Janet Jackson on 07/18/16. 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. ******** 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 elected to attend. 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 consider this matter resolved, and hope that Ms. ******** will consider Vivid Seats for their future event ticket needs. If Ms. ******** 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

5/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased my ticketa for the Janet Jackson concet bak in July of 2015. The concert was originally scheduled for February of 2016. It was then rescheduled again to July 2016. Now the artist, Janet Jackson, has stated that she has postponed the entilre tour to start her family. I contacted Vivid Seats for a refund of my $250 ticket. I was informed that since the artist rescheduled the concert for 2017, there is no refund;. 2017? This isn't even an actual date! I asked for a refund as 2017 clearly isn't a rescheduled conert date. This company is not interesred in giving people their money back and I am so upset that I cannot get my money back. I feel like my money being held hostage until Janet Jackson decides to tour again. I want my money back immediatley from Vivid Seats. I appreciate any help that I can receive.

Desired Settlement: I want my money back from Vivid Seats as soon as possible. This is a horrible company.

Business Response: Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. *******, and while we maintain we are not at fault, both parties have found an amicable resolution. On 7/17/15, Ms. ******* purchased tickets to see Janet Jackson on 07/26/16. This event was later postponed by the artist and/or venue for a later date. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. ******* 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 elected to attend. 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 consider this matter resolved, and hope that Ms. ******* will consider Vivid Seats for their future event ticket needs. If Ms. ******* 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

5/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My payment information was stolen and tickets were purchased on this website against my knowledge. Once I found out I immediately contacted this companies "customer service" department. The woman named Zoe, who refused to provide me with a last name, said my only option was the "resell the items" on their website. I asked to speak to a manager and she said one will contact me within 48 hours. I have since filed a police report and this is being investigated by my credit card company. How does the business stay open with customer service like this?

Desired Settlement: I would like my $417.50 refunded without incident, immediately.

Business Response:

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 takes claims of unauthorized activity extremely seriously, and when a customer makes the claim that an order was placed using their information without their knowledge we review the order information to verify whether or not the order is unauthorized. We screen the information used to place the order to determine if there are any discrepancies. Upon further review of the order we were unable to determine any unauthorized activity on Ms. ********** account.
As a secondary marketplace, Vivid Sits eats 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. 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.
In addition to this current claim, Ms. ******** 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, and we encourage Ms. ******** to reach out to her bank in regards to its outcome.
Regards,
Vivid Seats

5/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As of April 7th, I mistakeningly ordered Outside Lands tickets through Vivid seats. I did not intend to buy tickets from a reseller and within minutes of mistakenly consummating the transaction, I requested, via email and website, multiple times, a full refund from Vividseats. No reimbursement has been provided to date and it has been nearly one month. Via email vividseats represented that 'all sales are final.' They have ripped me off for over $900 with neither any tickets nor any reimbursement to date.

Desired Settlement: Full refund of $973.99 for order 7439200 on credit card used for the transaction.

Business Response:

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. 

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that typically 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 has been in contact with Mr. ******, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved. If Mr. ****** 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

5/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Yesterday, I selected tickets that were shown as $200 each on the Vivid Seats web site for Paul McCartney at *** ***** Arena. My order number is *******. I was brought to a menu to check out, but I noticed I did not see an order summary or an order total. I expected my total to be $400 - $480 because there is always a service fee. I checked out and when I received my confirmation e-mail it said my order total was $643.74. Again, there was no detail of how the total got so outrageously high. I talked with customer service today, and they said that my tickets were actually $255 each, there was a surcharge of almost $70 PER TICKET and on top of that almost another $9 to email the tickets to me. This concert is on my husband's birthday. I have to take him to this, but if I had any idea my total was going to be so inflated I would have just bought them through ************ which had them for sale at the same time. This company has very misleading tactics. I asked the customer service person to show me documentation that I was shown any kind of order summary and he was unable to do so. Now that I am looking at the BBB web site I see that this is a problem a lot of other people have experienced. Almost 600 complaints in 12 months! Why are they even allowed to operate? I hope that something can be done to change this company's immoral way of doing business.

Desired Settlement: I am seeking a refund of $248. That is for the extra $55 per ticket that I did not know I was being charged, and $138 for the outrageous service fees.

Business Response: Thank you for reaching out to us, as we 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.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. All tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. It also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid Seats. Based on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and valid. It also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer Guarantee. This information is readily available on our FAQ page (support.vividseats.com/support/home).

We have been in contact with Ms. ****** regarding this issue and have reached an amicable resolution. We hope that Ms. ****** enjoys her event and considers Vivid Seats for her future ticketing needs. Our management team is available to handle any additional concerns that Ms. ****** may have and as it stands, we consider this matter resolved.


Regards,
Vivid Seats

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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 BBB keeps an eye on this company's business practices. The lack of a detailed receipt is still concerning to me. I hope the BBB 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,

**** ******

5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets to see AC/DC fronted by Brian Johnson in February 2016. The band postponed all of their American tour dates due to the front man's health. The concert will most likely be rescheduled but not with the original line up. I do not wish to see the guest performer line up and those are NOT the tickets I purchased. I will not be attending the event with a different line up than the one advertised when I purchased the tickets and it is fraudulent to substitute the newer incarnation of the band for the original line up to consumers. Order #*******

Desired Settlement: Refund the money for the product that you are not able to fulfill.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 2/26/2015, Ms. ****** purchased tickets to see AC/DC on 03/23/16. 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. ****** 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. ****** and hope she will consider Vivid Seats for her future event ticket needs. If Ms. ****** 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

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

This was NOT my original complaint and I do not want it published as a misrepresentation. The problem was that the line up of the band has changed (front man) not that I could not attend. Please do not misrepresent claims as that is fraudulent too. I am satisfied with the resolution provided by Vivid Seats, 

Sincerely,

******* ******

Business Response: As Ms. ****** has stated, we have reached an amicable resolution and consider this matter closed. If she has any additional questions, we encourage her to contact us directly. 

5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I went to the site to purchase tickets, it shows the option of 2 tickets and right next to it had a price of $135. Thinking that this was the price for both tickets I proceeded with the purchase. Right when I was about the hit the purchase button, I saw that the total was $135 x 2 = around $343!! I accidentally pressed it. I called them within a minute of purchase and they will not cancel the order. Their customer service was extremely unhelpful. I have never been a part of a customer service exchange where it was so unhelpful and not understanding. There has to be some sort of cancellation/refund policy included for mistakes likes this. ALSO this is a blatant misleading of customers as to the pricing of tickets. I will never use their site again or recommend them to anyone.

Desired Settlement: I would like a full refund.

Business Response:

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.
It should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers, so we are confident in the transparency of our checkout process, including the price per ticket. This process provides customers with multiple opportunities to review the details of an order, as 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. Ms. ***** is shown both the number and price of said tickets, delivery and service fees, as well as 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. 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."" These messages would have been clearly visible to Ms. ***** during the purchase process.
Prior to this complaint Vivid Seats had been in contact with Ms. ***** regarding this issue, we offered a courtesy resolution which she rejected. While our management team is available to handle any additional concerns that Ms* ***** may have, we consider this matter closed.
Regards,
Vivid Seats

5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vivid seats has a deceptive and misleading web site and cookies for your browser. I had visited their site to find local tickets to a Pentatonix show in Colorado, and because of the deception on their site showing lower cost tickets I was misdirected by their site and bought them for a show 1500 miles away in Florida (and now lost $160) . Of course all sales are final, so I guess they expect you to go resell them on their site. I would have done that but that In their terms and conditions to resell the tickets you must agree that “Sellers proceeds are calculated based on the amount of the listing price set by the seller minus any fees charged by VIVID SEATS, which can be set and adjusted at any time and for any reason by VIVID SEATS” . So Vivid Seats could theoretically charge you 90%- 100% of the ticket price, and you would get 10% or zero dollars because those are the terms and conditions you agreed to. I can not agree to these unreasonable terms

Desired Settlement: Refund or credit

Business Response: 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 event 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. 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.

When individual resellers list and sell tickets on Vivid Seats they have the ability to list tickets at whatever price they see fit. Vivid Seats goal is provide ticket holders and ticket seekers with the most transparent streamlined process for tickets to live events. Once the tickets are sold Vivid Seats does take 10% commission on the selling price for services provided, As disclosed on our seller FAQs page, which leaves the largest portion to the reseller. 

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) 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 Mr. **** to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed.

Regards,
Vivid Seats

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

The seller agreement under Payment for ticket sales, which I would have used to resell the tickets I bought in error contains the statement "Sellers proceeds are calculated based on the amount of the listing price set by Seller minus any fees charged by Vivid Seats, which can be set and adjusted at any time and for any reason by Vivid Seats"

Agreeing to Vivid Seats terms is agreeing that they can at any time charge you a fee that may be 99% of the ticket price and you receive 1% in return.

"minus any fees which can be set and adjusted at any time and for any reason" is wholesale robbery and is no agreement at all since they can potentially take all of the proceeds as a fee for selling the tickets.

What a ripoff company and I will never do business with them again and encourage my friends to avoid this bot driven racket of "reselling" thousands of tickets that were never available to the general public.

 


Sincerely,

**** ****

Business Response: Thank you for getting back to us regarding this issue. Listing tickets on Vivid Seats website is free. Resellers list and sell tickets on Vivid Seats at whatever price they see fit and once the tickets are sold; a 10% seller fee is deducted from the total sale price. Any one listing on our site is made aware of this and by listing on our site agrees to these terms. If Mr. **** has any additional concerns he would like to discuss, he is welcome to reach out to our customer service department. As it stands, we consider this matter closed. 
Regards,
Vivid Seats

5/6/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered tickets for the family for a Birthday celebration. 1 week later revived a email stating I needed to contact vivid seats. During my lunch hour I squeezed in a phone call to find out that they wanted to offer me some "replacement" tickets. No explanation as to why so unasked what happened to the tickets I ordered. Their answer was "I don't have that information". So I was left with the choice of accepting their "offer" or canceling. I had 3rd row seats, they wanted to offer me row "R" for the same price. Even tried to convince me that they were "basically" the same ticket. Lol ya right. I cancelled and was left telling the fam were are actually not going to the game as well as trying to plan something in a short amount of time.Good luck playing ticket roulette!

Desired Settlement: A simple sorry would of gone a long way

Business Response: 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.
 
On 04/06/2016 Mr. ******** placed an order for Miami Marlins at Los Angeles Dodgers on 4/25/16. On 04/14/16 the reseller informed us that Mr. ******** tickets were no longer available. Typically orders are filled as requested, but there are rare occasions that the original tickets become unavailable. In these rare circumstances, Vivid Seats works with our resellers to provide comparable or upgraded tickets per our 100% Buyer Guarantee. After reaching out to Mr. ******** and offering replacements, Mr. ******** declined and opted to cancel his order.
 
As previously stated, we have been in contact with Mr. ******** and per our 100% Buyer Guarantee had issued a full refund. If Mr. ******** has any additional questions or concerns regarding this order he can reach out to our customer service department for further assistance. 
 
Regards,
Vivid Seats

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

as stated on the original complaint, I was offered tickets for seats much further back then the ones I ordered at the same price. I was never offered a "upgrade" or even a discounted price for the "replacement" tickets that were much worse. Instead Vivid tried to convince me that they were basically  the same. Further more I was not notified about the situation for two weeks. Leaving little if any chance to get comprable seats. Your caned response does not apply. 


Sincerely,

**** ********

Business Response: Thank you for getting back to us regarding this issue. As indicated in our previous response, once the reseller informed us that the tickets were no longer available we contacted Mr. ******** regarding the issue. When speaking with Mr. ******** we offered replacements, which he declined and then opted to cancel his order. Our sales terms state "confirmed orders may be filled with comparable or upgraded tickets if the original tickets are no longer available". As we are a live marketplace, tickets may not be available in a comparable or upgraded section, at which point we offered a refund or a potential resolution with different tickets.

As we have issued Mr. ******** a full refund, in accordance with our 100% Buyer Guarantee, we consider this matter resolved and if Mr. ******** has any additional concerns he would like to discuss, he is welcome to reach out to our customer service department.

Regards,
Vivid Seats

5/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 5 tickets for cubs vs brewers game over a month in advance. I wrote and called for three weeks asking where tickets were and they said they had not shipped. I finally got them to send me a tracking number when they said they shipped. Turned out that they had actually shipped 2nd day air over three weeks prior. I asked they replace before event and they said no they would wait for UPS to make a final determination. When it got to less than a week before the game and tickets had been lost for over a month, I purchased more tickets for this same game to replace the ones lost. They are refusing to refund my money. I have never dealt with such a shady bunch of CS people in my life, they refuse to give any sort of straight answer on anything. They owe me $196.

Desired Settlement: I would like my $196 back as I never received tickets I paid for.

Business Response: 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.

On 03/08/16, Mr. ********* placed an order for tickets to Milwaukee Brewers at Chicago Cubs, which is scheduled to take place at 4/27/16 at 7:05 PM. On 3/24/16 our reseller informed us that the tickets had been shipped to the customer. On 4/9/16 Mr. ********* contacted us with concerns since he has not received his tickets. We worked with our delivery provider to identify and resolve Mr. *********' concerns based on an error made by our provider. 

This is a rare occurrence and Vivid Seats has been in contact with Mr. ********* to provide a refund for the order. As such, we consider this matter resolved, and hope that Mr. ********* will consider Vivid Seats for their future event ticket needs. If Mr. ********* 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

5/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought 4 tickets to the ***** concert in Columbus Oh for March 23 2016 from Vivid seats. The concert was not performed because the lead singer was going deaf. On the official ***** web site it says refunds will be given for tickets at point of sale. Vivid seats will not give refunds because they say the concert was not canceled. It's postponed until they find a new lead singer. I paid $971 for tickets to see the real ***** band not a substitute band. I have contacted them several times and they keep saying the concert is only postponed, with no estimate of a reschedule date, 3 month,6 months a year ? How long can it go on. I live 150 miles from Columbus and took vacation to go to the concert along with 3 friends, it is very unlikely that we can all get off work at the same time to see a make up concert with replacement band members. I would like a full refund.

Desired Settlement: Refund of 4 ticket prices

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 01/31/2016, Mr. ****** purchased tickets to see ***** on 03/23/16. 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 Mr. ****** 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 Mr. ****** and hope he will consider Vivid Seats for his future event ticket needs. If Mr. ****** 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

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

5/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I BOUGHT TICKETS FOR THE GEORGE STRAIT CONCERT IN LAS VEGAS IN OCTOBER FROM VIVIDSEATS.COM FOR MORE THE $1700. WE BOOK A FLIGHT AND HOTEL FOR OVER $1600. EVERYTHING IS GOING GREAT, WE GET TO THE ******* ***** EARLY. GET THROUGH THE GATES AND THEY SEAT US DOWN SECTION 6 ROW Z SEATS 3 AND 4 WITH ACCESS TO THE **** ******* ******. 5 MINUTES BEFORE THE SHOW STARTS, WE ARE TOLD BY THE OWNER OF THE SEATS THAT THOSE ARE HIS SEATS. THEY CHECK OUR TICKETS AND SURE ENOUGH THEY ARE HIS. THE STAFF TELL US OUR SEATS ARE ON THE OTHER SIDE, WHICH THEY WERE NOT SO THEY SEAT US DOWN NEXT TO THE SEATS WE WERE SEATED AT FIRST JUST TO GET MOVED AGAIN 10 MIN INTO THE CONCERT WHEN THE OWNERS OF THOSE SEATS SHOW UP. SO THEY PULL OUT SOME FOLDING CHAIRS FOR US AND SEAT US ON THE WALK WAY AND ARE TOLD TO SIT THERE. AFTER ANOTHER FEW MINUTES WE ARE TOLD TO LOOK FOR A MANAGER AND THAT HE WILL RELOCATE US WITH BETTER SEATS. NO ONES ACCOMPANIES US TO GO TALK TO THE MANAGER SO WE ARE WALKING AROUND LOOKING FOR HIM. FINALLY WE FIND HIM AND HE GIVES US SOME OTHER SEATS WHICH WERE CHEAPER THAN WHAT WE ORIGINALLY PURCHASED. WE SEAT THERE AND I GO GET A DRINK FROM THE **** ******* ****** WE HAD ACCESS TO AND IS NOW AT 10 MIN ROUND TRIP FOR A DRINK. SO I GET STOPPED BY THE MANAGER AND HE SAYS HE DOES NOT WANT ME WALKING AROUND AND MOVES US AGAIN TO SECTION 6 TO THE FOLDING CHAIRS ON THE WALK WAY. MAY I REMIND YOU THE CONCERT IS GOING ON WHILE ALL THIS IS HAPPENING. TURNS OUT SECTION 6 ROW Z DOES NOT EXIST. I CONTACT VIVIDSEATS.COM AND NO ANSWER. FINALLY GET A HOLD OF A MANAGER THE NEXT DAY AND SHE SAYS SHE CAN ONLY RETURN $345 FROM OUR NON EXISTING SEATS BECAUSE THAT IS A PROBLEM WITH THE ARENA NOT THEM. MY BUSINESS WAS WITH VIVIDSEATS.COM AND WE EXPECT A FULL REFUND FOR OUR SEATS. IF ******* ***** SOLD THEM SOME SEATS THAT DON'T EXIST THAT IS NOT MY PROBLEM AND THAT SHOULD BE HANDLED BETWEEN THEM. I EXPECT A FULL REFUND FOR MY TICKETS AND SOME COMPENSATION FOR ALL OTHER EXPENSES TO GET HERE.

Desired Settlement: FULL REFUND AND COMPENSATION FOR THE EMBARRASSMENT OF BEING TOSSED AROUND AND MISSING A GREAT PART OF THE CONCERT.

Business Response: 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.

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. As such, any last-minute decisions regarding a seating change are made entirely at the discretion of the venue and are, therefore, beyond our control and purview. These stipulations are clearly stated in the Sales Terms and Conditions that Mr. ********* agreed upon when submitting their order: “Vivid Seats is in no way affiliated with any venue, promoter, team, league or organizing group and is not associated with any official organizer of the events for which it list tickets.” These terms also state our policy regarding changes that a venue may make to seating: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.”

We can confirm that Ms. ********* did receive tickets for seats in the section and row they purchased and provided them entry into the event. As we are not affiliated with the venue, we are not made aware of seating changes as was the case for Ms. *********. Prior to this complaint we had been in contact with Ms. ********* regarding this issue, and at that time we provided a courtesy resolution in the interest of customer service, which she accepted. While our management team is available to handle any additional concerns that Ms. ********* may have, we consider this matter resolved.

Regards,
Vivid Seats

Consumer Response:


Complaint: ********

I am rejecting this response because:

I spoke to the venue which was ******** *****, they declared and I quote, " because you purchased your tickets from an outside venue, a refund from us is not possible." So if ******** ***** 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,

******** *********

5/4/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased concert tickets online through Vivid Seats. The final sales price of the tickets were for $375.56. I checked my Credit Card statement, and the final sales amount billed to me was $496.70. Vivid Seats intentionally mislead me to believe the Canadian Tickets, at a Canadian venue were in Canadian Dollars. My location was set to Toronto-ON. They did not properly disclose all the information related to costs, as it does not expressly indicate anywhere on the checkout process or on my receipt that thetransaction is in USD.

Desired Settlement: I would like to have a refund for these tickets, as the actual cost was not properly advertised under the assumption that the sales price was in CAD.

Business Response: 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 purchase is in US dollars, so we are confident in the transparency of our checkout process. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an  in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. At this checkout page the following message is displayed directly above a box that customers must check to authorize and complete 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.”

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). 

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 Mr. ******* to utilize this resource for any additional concerns he may have.

Regards,
Vivid Seats

Business Response:

Thank you for getting back to us regarding this issue. While Mr. ******* continues to press forward with this issue, as we previously stated, we do clearly state “All prices in US Dollars. All sales are final.” in bolded text above the place order button before agreeing to the purchase. 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. If Mr. ******* has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.
Regards,
Vivid Seats

Consumer Response:

 
Complaint: ********

Vivid Seats does not clearly indicate the currency for the transaction in USD. No further resolution required as Vivid Seats will not acknowledge their attempt to deceive potential customers.

**** *******

5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased ****** * tickets for 9/14/16. I bought them through ****************.com. I printed the e-tickets and it has it on both tickets that the price was $50.50 each. When I looked on my checking account it deducted $267 and the name was vivid seats ltd. I did not allow vivid seats to take out this money from my account. The screen said ********* tickets for 50.50 each. Also it has someone else name on the tickets: *** ******* his account # and that he paid with ******** *******.on the vivid seats website i looked on it said to e-mail support@vividseats.com with any issues. They never got back with me after several requests. I never have been able to talk to anyone from there.

Desired Settlement: refund of the money vivid seats charged me. I did not permit them to use my payment information. The screen said I was buying from ****************.com which is a legitimate business. I don't know if this is a scam or not but it sure seems that way. They offer a "guarantee" but I think it is all part of the scam. There was only one method of delivery and that was e-tickets. Thank you as this is a lot of money and time.

Business Response:

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. 
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. While we allow resellers to list tickets to events held at venues in Knoxville, Vivid Seats is not affiliated with any venue as our URL(www.vividseats.com) clearly states . 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. 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.”
We have made attempts to call Ms. ****** but have been unable to reach 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 Ms. ****** to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed.
Regards,
Vivid Seats 

4/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets to the ***** ******* concert in Pittsburgh, Pa in August of 2015. We were informed earlier in the month that the tour was being postponed while she plans to start a family. This event has been cancelled and no known date for a rescheduled show has been made. The proposed date of this tour to restart is 2017, next year. Per Vivid's website refunds will be given for cancelled events with no rescheduled date. Although ***** *******'s website and **** ****** reports the tour will restart sometime in 2017, there is no rescheduled date for this show in Pittsburgh, Pa. So as of now, this event has been cancelled and no known date for a rescheduled show has been made, but yet refunds are not being given by Vivid Seats. The promoter **** ****** says that refunds are available or you can keep your tickets for use at future shows, but Vivid is not giving it's customers this option. I have contacted Vivid twice and both times my refund request has been denied because they say the show will be rescheduled. But there is no rescheduled date, so per their website and policy I am entitled to a full refund of the purchase price. Telling me the tour will restart sometime in 2017 is not a rescheduled date. There's no telling when, or if this show will make it to Pittsburgh. Their website says refunds for cancelled shows with no rescheduled date. It says nothing about no refunds for an estimate of a rescheduled "timeframe".

Desired Settlement: I want to have the full amount refunded to me for the 3 tickets to the ***** ******* concert that I purchased through Vivid Seats.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 08/14/2015, Ms. ****** purchased tickets to see ***** ******* on 07/26/16. This event was later postponed by the artist and/or venue for a later date. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. ****** 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. ****** and hope she will consider Vivid Seats for her future event ticket needs. If Ms. ****** 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

4/30/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets on 4/10/2016 to Wild Krats Live, in Columbus, Ohio. Tickets were typically selling at $50. I went to purchase (3) tickets on Vivid Seats.com and I thought my total price for three tickets was $163.00. I went to pay using paypal. After my purchase and hitting their agreement statement, I found that the ticket price was not $163 total, my total jumped to $613.74. I was in complete shock. I didn't know what to do, and contact a service rep through the websites chat line. I was told that there was nothing they could do that because I hit on the agreement button and agreed to these terms, the order went through. I explained that I never saw a screen that broke my order down and I never saw the number $613.74 as a total and I couldn't afford this price. I was told the only thing I could do is resell the tickets through them. I went to my paypal account to see if there was anything I could do on that end, but couldn't cancel the order. I went back to the chat line, and this time nobody went on to help. I've also contacted my bank to stop the transaction and am trying to work with them. My husband has researched this and I am not the only person this has happened to. I am not the only one who wasn't given a break down of their purchase or got a shock that the price escalated AFTER the purchase. I want a complete refund because I do not agree with this type of business and do not want to support it at all. I am warning others because I feel cheated and taken advantage of. I did contact a supervisor who at first offered me a $30 refund and then later offered a $67 refund. I did not accept it because I would still cheated. I would have never payed more than $200 for these tickets TOTAL. I know what screens I saw and I was agreeing to paying $163.00 for three tickets including service charge. I even stated that amount out loud to my husband who was sitting beside me. This should NOT BE ALLOWED.

Desired Settlement: I would like a FULL REFUND.

Business Response: Thank you for reaching out to us regarding this issue. Vivid Seats has attempted to reach out to Mrs. ********, and while we maintain we are not at fault, in the interest of customer service wanted to provide a resolution.

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).

As previously stated Vivid Seats has attempted to contact Mrs. ******** with a resolution, but we have been unable to reach her. We have sent her email correspondence and left her voicemail's of said resolution.  As such, we consider this matter resolved. If Mrs. ******** 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

4/29/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
4/29/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets to a **** **** and ***** *** **** baseball game on Saturday April 9 2016. After reviewing tickets etc. I wanted to cancel the purchase but this was declined. With another dealing I had in the past there was an allowance of 48 hrs before any business deal became binding.

Desired Settlement: Based on this I want VIVID SEATS to refund the price of my ticket purchase, I will send the electronic version of the ticket back to them if required.

Business Response:

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. 
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 
This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”
Prior to this complaint we had been in contact with Mr. ******* and explained our all sales are final policy and why we are unable cancel his order. If Mr. ******* has any additional questions or concerns he is welcome to contact a member of our management team.
Regards,
Vivid Seats

4/29/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, I made to purchases for the ***** ******* show in Columbia SC on August 12th to celebrate my sisters birthday. I received a email saying the event was being postponed and moved to the Tuesday before the 12th. I complained because we live in a different state and that was inconvenient. I then received a email stating the event has been postponed until 2017. When i reached out to the venue i was told refunds were available, however it had to be done via the original vendor. I've reached out to you guys at least 10 times throughout this process and I havent once been able to talk to a actual human being. I even tried the chat message and I still stay on there for over 40 minutes and dont reach anyone. This is really disappointing.

Desired Settlement: At this point i really just want to be acknowledge and receive all of my money back so that i can move on from this.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 02/13/2016, Ms. ******* purchased tickets to see ***** ******* on 08/09/16. 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. ******* 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. ******* and hope he will consider Vivid Seats for his future event ticket needs. If Ms. ******* 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

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

4/29/2016 Billing/Collection Issues | Complaint Details Unavailable
4/29/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a ticket from vividseats for Wrestlemania 32. The ticket was for a standing room only ticket on the Eastside Plaza, the ticket that was shipped to me was for the Westside Plaza. I previously purchased 6 East Plaza tickets from Vividseats and needed 1 more and made sure I ordered a east plaza advertised ticket. I contact Vividseats through the online chat and was told they couldn't help becuase the company's guarentee states the ticket will be close to what I ordered. I now have to buy another ticket or 1 of us cannot even stand with us due to be on the another side of the stadium. I can't purchase another ticket becuase it may not be what I actually order.

Desired Settlement: I would appreciate it if Vividseats would refund the entire amount of the purchase, $49.95.

Business Response:

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

Consumer Response:

 
Complaint: ********

I am rejecting this response because:
The business never offered a resolution for the incident.  I was never able to speak with a live person only talk via the online chat. I was only told I would be contacted by someone before the event. The event stared at 6pm and they called at 2:30 left a brief message, returned call only to left in a recording loop that said resolution was resolved. At no time did I speak with a live person nor was a offered a resolution. The companies resolution was, to bad those are close enough to what you ordered. 

Sincerely,

***** ********

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. As a one time courtesy, Vivid Seats has provided the desired settlement of a full refund for the purchase to Mr. ********. We attempted to contact Mr. ******** to inform him of this resolution previously but were unable to reach him so we detailed this information in a voicemail. As such, we consider this matter resolved, and  and if Mr. ******** has any further questions or concerns he can contact a member of our customer service team.
Regards,
Vivid Seats

4/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 tickets on there www site but they charged me for 1 ticket. I attempted to communicate and they chatted no refunds were allowed. I did not want to order 1 ticket to a concert but rather go with my wife. 1 ticket is useless to me.

Desired Settlement: refund.

Business Response:

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 the number of tickets they purchase, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side, including number of tickets. 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.

We have been in contact with Mr. Simmons regarding this issue and both parties have been able to come to an amicable resolution. As such we consider this matter resolved and if Mr. Simmons has any additional concerns he is welcome to contact our customer service team. 

Regards, 
Vivid Seats

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

4/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased concert tickets to the tune of 495 dollars and the show was cancelled and set to be rescheduled MAYBE and if it was it wouldn't even be the show I had paid for but guest performers...I called this company and told them that I did not pay to see guest performers and that I wanted a full refund as I would not be attending this event they refused and only refunded the service fees totalling 105 dollars. All I want is a full refund for the rest of my money, 390 dollars. I don't even have the tickets in hand, so I can't even attempt to sell them to recoup my losses. I am very dissatisfied with this companies purchase policies and this won't be resolved without all of my money being refunded. Thank you.

Desired Settlement: I would like the total remaining cost of these tickets refunded immediately.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 01/29/2016, Ms. ******* purchased tickets to see ***** on 03/14/16. 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. ******* 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. ******* and hope he will consider Vivid Seats for his future event ticket needs. If Ms. ******* 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

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,
***** *******

4/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets for the ***** concert at the ***** ******* *****r in Buffalo This event has been canceled I am being refused a refund because the seller claims that the event is postponed It was scheduled for March 29th 2016 There is no event happening on this date It is not fair for me not be able to get a refund

Desired Settlement: I wish a full refund for this item I have no idea when this event will be and the seller refuses to answer any of my requests for negotiation The amount is for 403.31

Business Response:

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.

On 2/25/16, Mr. ******* purchased tickets to see AC/DC on 3/29/16. This event was later postponed by the artist and/or venue for a yet to be determined date. On 3/8/16, we contacted Mr. ******* to inform them of this change. It should be noted that Mr. ******* cannot receive a refund for a postponed event per the agreed-to policies at checkout.  (http://www.vividseats.com/terms.html)  Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. 

We have been in contact with Mr. ******* regarding this issue, and have been able to reach an amicable resolution after reiterating our postponement policy. If Mr. ******* has any additional questions or concerns we encourage him to contact a member of our customer service team.
Regards,
Vivid Seats

Consumer Response:


Complaint: ********

I am rejecting this response because:

I received a phone message. I see my order has been cancelled. This matter is not resolved.

Hoping for a positive resolution.

Sincerely,

David *******

Business Response:

Thank you for getting back to us regarding this issue. As previously stated, we have contacted Mr ****** and as a one time courtesy provided his desired resolution. As such, we consider this matter resolved.

Regards,
Vivid Seats

4/25/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went on-line to buy tickets to ***** ****** in Springfield, Mo. It was shortly after the concert was announced and I thought there would still be tickets available from the **** ** ******** ***** at face value. I got onto the Vivid Seats website. After searching for the concert, a seating diagram of the arena appeared. On the left-hand side of the screen were different tickets at different prices. I chose two, $81.00 tickets. (You can go to Vividseats.com) and do the same. I clicked two $81.00 tickets. At this point, I assumed I was buying two $81.00 tickets, plus service fees, shipping etc. You get to the screen where you give your credit card #. The upper right of that screen shows your order as two $81.00 tickets. I filled in my credit card #. At the bottom of that screen, you check a box that said you agree to the "terms and conditions". A few lines above that (in non-bold print) says "confirm that you are aware you may be paying above face value...". I then clicked "Place Order". I then clicked through the last few screens quickly. They seemed pretty typical of most on-line transactions. One of the last windows I clicked through, I thought said the tickets were $493.00. I thought "Can't be", but I had already passed that window and could not go back. I looked at the e-mail "receipt" I got from Vivid Seats. It had full details of the ticket, but not the price. I also got a "confirmation" from Vivid Seats -same stuff, ticket details, but no price. A few days later, that $493.00 screen I thought I saw bothered me and I did contact Vivid Seats to ask them what I paid. Instead of telling me, they directed me to sign into my account. I did and yes, I was charged $493 for two $81.00 tickets. The price was not disclosed before I clicked "Place Order". I re-placed an order up to that screen and the price at that point for two $81.00 tickets was $208.00. I called to complain and they did waive their $110 service fee, but $386.00 for two $81.00 tickets is way too much and I never would have bought them at that price. They are a fraction of that on **********. The whole website is set up so you think you are buying face-value tickets, but in reality, you are giving them a blank check to charge whatever they want. It's misleading on purpose. There should be some way to forecast the price, or to state the maximum you are willing to pay, or there should be some bold print that specifically makes you acknowledge you may be paying (or will PROBABLY) be paying above face value of an undetermined value. There was nothing obvious or remarkable about the transaction that lead me to believe I was paying more than face value for the tickets. I want my money back. I have started a dispute with my credit card company, but the lady who took the complaint was somewhat pessimistic that, since I clicked the box that I agreed to the terms and conditions, I may not be successful. We will see. This website should be shut down and sanctioned. I can anticipate what they will say "Mr. ****** agreed to the terms", but the whole website is set up so the ONE small line that says "confirm you know you may be paying above face value..." is not conspicuous at all. There are other places on the website that specifically say you are buying two $81.00 tickets. Thanks. I can provide my receipts, etc. if you want.

Desired Settlement: Refund - I can find my tickets elsewhere.

Business Response:

Thank you for reaching out to us, as we always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the details of their purchased items including 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 their tickets, delivery and service fees, and the total charge highlighted in red. In addition, directly above the place order button, Mr ****** saw a statement reading “By clicking “Place Order”, your credit card will be charged $496.33”

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 and have no way of knowing the face value of tickets listed on our site unless we are made aware. 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).

 

Prior to receiving this complaint, we were in contact with Mr. ******, and in the interests of customer service offered a courtesy partial refund, which Mr. ****** accepted. It should be noted, after accepting this resolution, Mr. ****** filed a claim with their credit card company regarding this order. As we are currently disputing this claim, we are unable to assist with any other outstanding issues from a customer-service perspective while this dispute is active.

 

Regards,

Vivid Seats

Consumer Response:  
Complaint: ********
I am rejecting this response because:

Sincerely,

Randy ******

4/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 tickets from vividseats.com to a ********* concert taking place on March 28th, 2016. As I purchased, Vivid Seats did not disclose the fees attached to the ticket price until AFTER the purchase. The tickets themselves were under $40 each at the venue, the total price I paid after their fees was of $146.00. Unfortunately this was only the first problem, the event was postponed indefinitely. Fonda Theater, the venue in which the show is taking place, has no information on any future dates. I have contacted Vivid Seats by email twice (unanswered), by phone (no person answered the phone) and by live chat. I was able to get a phone call back with the live chat, "the supervisor" informed me again of their policy of no returns, all sales are final. I informed that it is my understanding that in the State of California, where I am from and where the event was scheduled to take place, "no refunds" is an unlawful practice. Making their terms and conditions contract unlawful.

Desired Settlement: I would like to be fully reimbursed for the price I paid for the tickets, because they not only, misrepresented their fees, hiding them until after purchase, but also the event has not posted any new dates.

Business Response:

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. Vivid Seats has been in contact with Ms. *********, and while we maintain we are not at fault, 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 delivery and service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the delivery and service fees, number and prices of their tickets, and the total charge highlighted in red. 
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.”

In regards to Ms. *********’ event being postponed, Ms. ********* purchased tickets to see Cocorosie on 3/28/16 and was later postponed by the artist and/or venue. On 3/30/16, we contacted Ms. ********* to inform them of this change. They have since indicated that they would no longer be able to attend. It should be noted that, per the agreed-to policies at checkout, Ms. ********* typically cannot receive a refund for postponed events as these tickets are still valid for the new date.
As previously stated Vivid Seats has been in contact with Ms. *********, and both parties have found an amicable resolution. As such, we consider this matter resolved, and if Ms. ********* has any further questions or concerns we welcome them to contact a member of our customer service team.
Regards,
Vivid Seats

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased concert tickets to see a band called AC/DC. The band "postponed" the tour due to the singer not being able to perform. They are putting a guest singer in the place of the singer that I paid to see. The band is now missing their drummer, guitarist and now the singer. It is no longer AC/DC without the singer. I am paying over $400 to see a cover band at this point and want a refund. Vivid Seats will not refund out money. I paid for a service (a band that is no longer the same band) that I am no longer receiving. Vivid Seats refused to refund my money.

Desired Settlement: I would like a refund. Everyone else I know that bought tickets has received a refund. I do not want to pay over $400 to see a band that I did not pay to see. The singer is what makes that band and he is no longer performing.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 12/19/2016, Ms. ***** purchased tickets to see AC/DC on 03/26/16. This event was later postponed by the artist and/or venue for a later date. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. ***** 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. ***** and hope she will consider Vivid Seats for her future event ticket needs. If Ms. ***** 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

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *****

4/23/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Paid for concert tickets to George Strait and never got the tickets and now they won't answer my calls..

Desired Settlement: Got my money refunded ..or tickets

Business Response:

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

4/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: VIVID SEATS SOLD ME TICKETS TO THE JUSTIN BIEBER CONCERT ON MARCH 29 2016. I ARRIVED THERE AND WAS TOLD THAT I COULD NOT GAIN ACCESS AS THE TICKETS HAD ALREADY BEEN USED FOR ENTRY, AND DIRECTED TO THE BOX OFFICE. THERE I WAS TOLD THE TICKETS WERE FRAUDULENT AND THAT THE CONCERT WAS FULL AND THERE WAS NOTHING THAT THEY COULD DO.

Desired Settlement: PLEASE REFUND AMOUNT FOR TICKETS FOR ORDER # *******

Business Response:

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.
As a secondary marketplace, Vivid Seats is not directly 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 their listings are legitimate and distributed properly. 
However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. ********'s order was one such case. Vivid Seats has been in contact with Ms. ********, and both parties have found an amicable resolution per our 100% Buyer Guarantee. As such, we consider this matter resolved. If Ms. ******** has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team.
Regards,
Vivid Seats

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the 1st March 2016 I purchased 3 x Tickets from Vivid Seats on-line for an AC/DC concert - the details are Order # 6993428 and for a total of US$1,511.59 which was paid by Pay-Pal. The concert was due to be held in Fort Lauderdale on 11th March, but on the 9th March the singer was forced to stop performing due to doctors orders, and AC/DC released the following statement; "AC/DC’s lead singer, Brian Johnson, has been advised by doctors to stop touring immediately or risk total hearing loss. - Current ticket holders can hold on to their tickets for the rescheduled dates or receive a refund at point of purchase" Source AC/DC website: http://www.acdc.com/news?n_id=274#sthash.tR1CUz1b.dpuf I have attempted to follow the band's instructions and receive my refund from Vivid Seats, only to be treated very poorly by their 'management' who refuse to comply with providing me with one. There have until now been numerous e-mails back-and-forth where they have refused to provide a refund, and this correspondence culminated in a promise of my receiving a phone call from Management. In a phone conversation (purportedly recorded by them) with a member of Vivid Seats Management on 4th April, they continued to refuse to refund the ticket value, but instead offered to return only the hidden 'service fee' of $98.00 per ticket (you really have no idea you will be charged this until after you have hit the 'checkout' button on-line), this they would do, so long as I then 'go away' and do not pursue a refund with Vivid Seats any further. This appears to be their 'final resolution' offer - and this is completely unacceptable.

Desired Settlement: I would like to receive a refund for the full value of the tickets - as advised to be available by the band themselves.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 03/01/2016, Mr. ****** purchased tickets to see AC/DC on 03/11/16. 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 Mr. ****** 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 Mr. ****** and hope he will consider Vivid Seats for his future event ticket needs. If Ms. ****** 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

4/23/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July 14, 2015, I purchased 3 tickets to the Janet Jackson concert scheduled for February 22, 2016 at the Barclay's Arena in Brooklyn. Janet Jackson subsequently postponed the tour and the date was eventually rescheduled for August 15, 2016. Ms. Jackson recently announced that she was postponing the concert indefinitely due to her desire to start a family. I approached Vivid (again) to seek reimbursement and was told that they would not refund my payment because Ms. Jackson would eventually reschedule the dates. Although not ideal, I was prepared to live with a 6 month delay in the performance to August, but an indefinite delay while the artist starts a family is absurd. I respect her desire to have a family. She certainly deserves it. But she has effectively cancelled the concerts and Vivid should not be able to retain my $871.56 for several years while Ms. Jackson's new child(ren) grow up.

Desired Settlement: I would like Vivid to reimburse the $871.56 I paid for three tickets. My order # is *******.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 07/14/2015, Mr. ****** purchased tickets to see Janet Jackson on 02/22/16. 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 Mr. ****** 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 Mr. ****** and hope he will consider Vivid Seats for his future event ticket needs. If Mr. ****** 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

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought tickets to ACDC concert. Got the email from VividSeats The tickets you purchased for the original date and time are still valid and will be honored when the event is rescheduled. Original Event Date: Thursday, March 17, 8:00 pm Your New Event Date: Postponed It is been a while since payed almost 400 for tickets and it is not a small sum for me i asked for refund. the response was: Unfortunately we cannot refund your order because the concert has been postponed. Because the show has not been cancelled, the tickets you ordered will be good for that rescheduled date. Per our sales terms and conditions which have been agreed upon purchase, we are only able to issue refunds for events that are officially cancelled by the venue, team, or performer and not rescheduled. At this time, I can recommend trying to sell the tickets. To find out more about selling your tickets with Vivid Seats, please click here. Now they suggest that i am responsible if new date is not working for me, so i will have to try to sale tickets myself. And the story is i was on ************ the minute tickets went on sale, i could not get 2 tickets together at all. Not sure what deal those 2 business have but tickets on ****** ****** would cost me about $150 (including taxes etc..), but on Vivid Seats it was $400. Now i have 2 tickets that says ****** ****** on them to even that didn't happened and might happen in the future, but not work for my schedule.

Desired Settlement: I would like refund not provided services

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. *******, and while we maintain we are not at fault, both parties have found an amicable resolution. On 12/18/15, Ms. ******* purchased tickets to see AC/DC on 03/17/16. This event was later postponed by the artist and/or venue for a later date. On 03/07/16, we contacted Ms. ******* to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. ******* typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”
As previously stated Vivid Seats has been in contact with Ms. *******, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. ******* will consider Vivid Seats for their future event ticket needs. If Ms. ******* 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

4/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered tickets for a concert on 9/29/15. The show was delayed, and rescheduled due to health issues. Fine. Now it has been "postpones" due to the singer wanting to start a family. There has been no notification of the latest rescheduled date. Being that she is going to have a child, I am sure it will take over a year for the reschedule to happen. I have contact Vivid Seats twice to get my money back and they refuse. It has been over a year already and then over another year until the show. That will be a total of about 3 years for a concert. UNACCEPTABLE!!!!! I just want my money back!!!!

Desired Settlement: I just want a full refund and that's all. Not asking for the world here.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 09/29/2015, Mr. ******** purchased tickets to see Janet Jackson on 08/15/16. 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 Mr. ******** 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 Mr. ******** and hope he will consider Vivid Seats for his future event ticket needs. If Mr. ******** 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

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you Vivid Seats for accommodating this request.  I use your services all the time and will continue to do so in the future, along with informing my peers what a exceptional customer service you have provided.  I am actually about to buy Florence and the Machine Barclays.  :)

 

Thank you!!  


Sincerely,

Michael Cisneros

4/21/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i went to their website to order concert tickets (Elton John Oct 5th 2016 @ Baton Rouge River Center). i reached a screen to put in my credit card info and when i submitted that, the site went back to the home screen. i did not receive a confirmation number, nor did i ever receive a confirmation email. i then tried to contact them via phone - but i could only reach a recording asking me to input my phone number over and over without directing me further so i could speak with anyone. i tried to live chat - the screen still says i'm connected and to please to wait to be attended, that's been for 3 hours now. i tried to reach them with an online message submission, and with an email, both have not been answered. i tried to login and see what happened, but the site says my login information is not correct. i do NOT want to purchase tickets thru them. i do NOT want them to charge my card. i DO want confirmation from them that they are not charging me.

Desired Settlement: i want them to contact me and to confirm the transaction was interrupted midway, and that they are not charging me for any tickets. i could not reach them to resolve this when i called immediately, so i'm asking for them to do the right thing and contact me to confirm there is no transaction and no charge.

Business Response:

We have reviewed all information provided and are unable to locate an order for Ms. *******. We did attempt to reach Ms. ******* to confirm that there is no order placed with us for this event. As a result, we consider this matter closed. 

Regards,

Vivid Seats

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******

4/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased concert tickets for Janet Jackson for her February show of 2016 which was then postponed until August of this year. Now Ms jackson has postponed her tour until 2017. Per her press release if we no longer wish to hold onto our tickets we can get a full refund. My paid 150.00 for my ticket this includes fees from Vivid Seats. They are hijacking peoples hard earned money. It's unfair to keep our money when bought them in good faith from their site. We need our money they don't. This is poor business practice and has to stop!! I want a full refund an am entitled to one as per mas. Jackson's team from point of purchase.

Desired Settlement: I want a complete refund of all my money including fees. I would like to see Vivid Seats be held accountable for misrepresentation of " customer service" They are a bait and switch operation and it needs to stop. I have never hers of a company denying a refund because an event has been postponed. If Janet Jackson's people say we are entitled to a refund at point of purchase than I want my full and complete refund now. Not a credit or a coupon a full refund.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 12/03/15Ms. **** 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. **** 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. **** and hope he will consider Vivid Seats for his future event ticket needs. If Ms. **** 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

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ****

4/20/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets to the WWE Wrestlemania at AT&T Stadium on Sunday, April 3, 2016. The tickets weren't released to me until Wednesday. I purchased them at the beginning of the month. I was told via email and a phone call that I would receive the tickets via a ticketmaster transfer (which is what I wanted). Instead the seller opened the tickets on his ******, on its wallet app (I know because I have an ****** and because I use the same app) and screenshotted a picture of the tickets and emailed them to Vivid Seats who then emailed them to me as a PDF. That would be okay and all except for the fact that it means that the seller stills has the tickets in his possession and could very well go to the WWE Wrestlemania event before us and get us in trouble. Vivid Seats says they have 100% buyer guarantee but that still doesn't make me feel better. What makes it worse is when I called, emailed, and chatted to the customer service team, they treated me like an idiot who didn't know what they were talking about. If vivid seats took five minutes to call the seller and have them transferred to me I would be very happen. THIS IS THEY WAY VIVID SEATS SHOULD SELL TICKETMASTER TICKETS ANYWAY. It is much safer and ACTUALLY VERIFIED. We will attend the event on Sunday and just hope for the tickets work I SHOULDN'T HAVE TO DO THAT!!!!!

Desired Settlement: With future sales of ticketmaster tickets, they should request the seller to transfer the tickets to either vivid seats or the buyer. THAT WAY THE TICKETS ARE GUARANTEED TO BE VALID! It is super easy and tickets literally two minutes. Any other ticket resale program operates that way!

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.
On 03/16/16, Mr. **** purchased tickets to see 2016 WWE Wrestlemania on 4/3/16. The seller indicated that the tickets would be available as "Mobile Tickets". Per our 100% buyer guarantee we ensure customers that they will receive tickets in time for the event, and that tickets will gain them entry into the event without issue. Since Ticketmaster did not allow the TM Application transfer of tickets for this event, the seller provided Mr. **** with the QRC code that allows for mobile entry which is guaranteed to gain him entry into the event without issue. 
It should be noted, Mr. **** received and downloaded said tickets and, as we have had no contact with Mr. ****, we have no reason to believe that he did not use the tickets and attend the event. 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 Mr. **** to utilize this resource for any additional concerns.
Regards,
Vivid Seats

4/20/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 3 tickets to Shen Yen in February for the April 2nd show via their online ticket sales. After several attempts, I never received my tickets. It wasn't until the day before the event (April 1), and after I had purchased the tickets, I was informed that the tickets were no longer available and had been sold to someone else for a greater fee AFTER I had already purchased the tickets. I believe this is called scalping and is illegal. They were for my daughters birthday. My daughter flew from Seattle to Phoenix to come to this show. The customer service person then told me that the 3rd party seller would be fined by Vivid tickets and be charged 200% of the ticket value, the money going to vivid tickets. My money was refunded, but I was not informed until the day before the show and my daughter already paid for a flight from Seattle to Phoenix for this special occasion. They offered me $150 off any event in the future, however I will never use this company again. How can I pay for something in good faith only for the tickets to be sold to someone else? They had my money for 2 months. So they owe me interest on my money as well. If they can not guarantee their tickets sales, they should not be in business. I spoke with Vince a customer service supervisor who was rude and concise ding. When I asked him for their corporate office addresses (so I could file a complaint) he refused to give me the information. I had to look it up online.

Desired Settlement: I want financial restitution for the money they held for 2 months + compensation for the airline tickets from Seattle to Phoenix for a waisted trip, $517. I also want them to be monetarily fined for illegal business practices.

Business Response:

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

4/19/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had purchased tickets for a concert that was two hours away and I received a phone call at 7pm stating the tickets were unavailable and they weren't able to find any other tickets. A hotel room was purchased for the night and dinner reservations had been made with tolls for traveling to the venue! The individual's I dealt with were not willing to make good on this entire scenario and kept making excuses that is wasn't their fault. I have dealt with many ticket sites before and have never had a problem once and this is a major issue. Calling an individual two hours before the event is wrong and blaming on everyone else but themselves makes it ten times worse!

Desired Settlement: I want compensation for the their wrong! I never complain but this business is a fraud and they need to be reprimanded!

Business Response:

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. 
On 3/21/16 Mr. ******* placed an order for J***** **** scheduled to happen on 3/26/16. Mr. *******'s tickets were set for a Will Call pickup and we attempted to reach Mr. ******* for the required information to have this set up for him. There was information that was still required to be shipped to him in order for him to be able to pick up his tickets the day of the event. Mr. ******* indicated he would reach back out to us with the best address to ship this information. Since we did not receive any further correspondence from Mr. *******, on where to provide said information, our seller was unable to arrange for the tickets to be at will call under Mr. *******’s name. We contacted Mr. ******* to inform him of this issue prior to the event and, in accordance with our 100% Buyer Guarantee, issued a full refund. In addition to submitting a full refund for Mr. ******* we offered an additional credit with our company, which was declined.
We have been in contact with Mr. ******* regarding this issue and have offered all resolutions available. Our management team is available to handle any additional concerns that Mr. ******* may have.
Regards,
Vivid Seats

Business Response:

Thank you for getting back to us regarding this issue. We have reached out to Mr. ******* and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. ******* will consider Vivid Seats for their future event ticket needs. If Mr. ******* 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

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******

4/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ***** ******* has postponed her Unbreakable Tour 3 times and Vivid Seats refuses to give a refund.

Desired Settlement: I would like a full refund.

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. **********, and while we maintain we are not at fault, both parties have found an amicable resolution. On 10/01/15, Ms. ********** purchased tickets to see ***** ******* on 07/01/16. 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. ********** 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 elected to attend. 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 consider this matter resolved, and hope that Ms. ********** will consider Vivid Seats for their future event ticket needs. If Ms. ********** 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

Consumer Response:  
Complaint: ********

I am rejecting this response because: Vivid Seats did complete a full refund after several calls and giving them the BBB complaint #. 

Sincerely,

****** **********

4/18/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vivid seats guarantee states: " If an event is canceled with no rescheduled date, you are naturally entitled to a full refund of the purchase price, including delivery charges." I purchased tickets to see ***** ******* perform with ***** for March 8, 2016. This concert has been rescheduled with dates to be determined. There has been no rescheduled date as of April 5, 2016. Even IF this concert is rescheduled it will not be with lead singer, ***** *******. I have not been able to speak to a customer service representative at Vivid seats. All phone calls have been with an automated system that hangs up on you. I have been sitting with a live chat window open for over an hour with no response. E-mails have not been answered.

Desired Settlement: I would like a full refund.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 12/23/2015, Ms. ********* purchased tickets to see ***** on 03/08/16. This event was later postponed by the artist for a later date. On 03/08/16, we contacted Ms. ********* to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. ********* typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”
Vivid Seats has been in contact with Ms. *********, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. ********* will consider Vivid Seats for their future event ticket needs. If Ms. ********* 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

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *********

4/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 tickets to the AC/DC on 3/17/16 in Wash Dc. They cancelled the show and said they might do the shows at a later date with a different singer. First, I would have never purchased these tickets had I known the original singer would not be performing. I have read from multiple sites that refunds were supposed to be offered. But Vivid Seats has refused my request for a refund. This is my first and last time I ever deal with these people

Desired Settlement: I want a refund for the full purchase price of the tickets.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 03/07/2016, Mr. ******* purchased tickets to see AC/DC on 03/17/16. This event was later postponed by the artist and/or venue for a later date. On 01/09/16, we contacted Mr. ******* to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. ******* typically would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”
Vivid Seats has been in contact with  Mr. *******, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that  Mr. ******* will consider Vivid Seats for their future event ticket needs. If  Mr. ******* 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

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *******

4/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vividseats, advertised tickets for a event the ****** ************* at my home at Colonial Life arena. I used my debit card for the purchase $136.99 and never received tickets prior to the event or any day after. I printed the order confirmation email and tried unsuccessfully for myself and spouse to attend the event, was informed by the event we needed tickets to enter and enjoy the event. I was never emailed any etickets and never received any tickets at my residence. The event was on the 25 of March 2016, I purchased tickets on line two days prior on the 23 of March 2016, and today is the 30 of March 2016 and still have not received any tickets or refund for my purchase.

Desired Settlement: My funds returned to my bank account.

Business Response:

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. *** ****** elected to have these tickets delivery via email, which was provided by *** ****** at checkout. The tickets *** ****** 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. *** ****** 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, *** ****** 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

4/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought tickets from this shady company due to a coupon code. The concert was not only postponed but the lead singer was thrown out making it no longer as described show. I contacted them since I got my money back for other tickets bought from ************ and **** *** who both says "dramatically changed" and postponed show. These people refuse playing ignorant that thousands of fans aren't getting refunded. I cant refund the ticket thru ************ as the refund will go to the original purchaser and they will not fix this.

Desired Settlement: I want a full refund of the fees.

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. ******, and while we maintain we are not at fault, both parties have found an amicable resolution. On 02/20/2016, Ms. ****** purchased tickets to see AC/DC on 3/17/16. This event was later postponed by the artist. On 3/17/16, we contacted Ms. ****** to inform them of postponement. They have since indicated that they would no longer like to attend, to which it should be noted that Ms. ****** cannot receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. 
As previously stated Vivid Seats has been in contact with Ms. ******, and both parties have found an amicable resolution. As such, we consider this matter resolved, and if Ms. ****** has any further questions or concerns regarding this order we welcome them to contact a member of our customer service team.
Regards,
Vivid Seats

4/15/2016 Problems with Product/Service | Complaint Details Unavailable
4/13/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told that these were the only tickets available for this event and that these tickets were more expensive because they were the last ones. This was a false claim and we found other tickets online for the normal price of 55 dollars. We were charged 371 dollars for tickets that don't even have our name on them. They are scamming people by lying to them on the phone. This should be illegal.

Desired Settlement: I want a full refund and this put on your website and their BBB rating to definitely not be an A+ rating because they are lying and scamming people.

Business Response:

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.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket quantity and 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.
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, our sales agents require that a customer verbally agree to the Vivid Seats sales terms and conditions and is aware that you may be paying above face value for your tickets.
In regards to Mr. ******’s issue regarding a different name being on the tickets they received, it should be noted that this is actually a common occurrence (http://support.vividseats.com) . Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name of the original purchaser. We ensure that this is not an error, but simply information left over from when the tickets were first issued.
 
Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may enc
ounter, with contact information on both our webpage and every correspondence. We encourage Mr. ****** to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. 


Regards,
Vivid Seats

Consumer Response:  
Complaint: ********

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 BBB record. You are a bad company and I will tell everyone I know to not do business with you. EVER. 

Sincerely,

****** ******

4/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When ordering tickets online for an event the service fees were falsely presented. At checkout I was presented with a total of $118.00/ticket for a total of $472.00 plus taxes and fees. The fees were represented as a single fee of $28.67 and a shipping fee (if applicable) of $15.80. I was under the impression I would not be charged for shipping since my tickets were an automatic download, and a single service fee would be charged leaving my total as $500.67. After submitting payment the total amount charged to my card was $602.48 and no itemized receipt was sent. After contacting the company I was sent an itemized receipt showing that I was charged the shipping fee, even though no shipping occurred, and the service fee was $28.67/ticket totaling $130.48 in fees. Essentially we paid the cost of another ticket plus some in fees, which were not presented at checkout before payment was rendered. I did contact the company directly, hoping to simply expose the error in the online system and receive a credit to the card used to purchase. The response I got via email stated that they were sorry I did not see the breakdown, and it was on the page somewhere. Also, they stated they were the cheapest company around and I should continue doing business with them. The company was unwilling to allow me to speak with a customer service representative in an attempt to run the problem higher up their chain to get it resolved; the only person I was able to speak with was a sales representative who only would tell me to send yet another email.

Desired Settlement: I would like the fees which were not warranted or displayed to be credited to the credit card used at the time of checkout. I believe the breakdown of fees to be credited should be as follows: $15.80 for shipping which did not occur $28.67 x 3 (a single fee was represented and thus agreed to) Total = $101.81 in unrepresented and unwarranted fees which were charged,

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.
Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. In addition, it should be noted that directly above the "Place Order" button, in bolded text, the following statement is present: “By clicking “Place Order’, your credit card will be charged” followed by the total purchase amount, incorporating the cost of the tickets, service and delivery fees.
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 
This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”
Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Ms. ****** to utilize this resource for any additional concerns she may have.
Regards, 
Vivid Seats

4/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My credit card had an unauthorized charge to Vivid Seats. I did not make this purchase. I talked with Chris in customer service and they did not offer any solution, cancellation of fraudulent order, or refund. I have cancelled my credit card but the amount is still there, $******. The CS agent told me they are not the sellers but are resalers and the real seller was not disclosed. I was basically told I could let them resale the tickets or wait for them to deliver them. I see no harm in cancelling the order and cancelling the payment.

Desired Settlement: I would like the order to be refunded and cancelled in that order.

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats takes unauthorized activity claims very seriously and has a separate department that can evaluate such issues. We determined that there was no indication that this was an unauthorized transaction. 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. This means that 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. 
We have been in contact with Ms. **** regarding this issue, but have been unable to reach an amicable resolution. It should be noted that in addition to this current claim, Ms. **** 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. If Ms. **** has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. 
Regards,
Vivid Seats

Consumer Response:


Complaint: ********

I am rejecting this response because:

Upon contacting the Credit Card company, they said I needed to contact the merchant for the refund, in this Case Vivid Seats. Since Vivid Seats acts as an intermediary, that sells no actual products, but claims money on behalf of an unaffiliated seller, I request that Vivid Seats share the sellers information with me so I can pursue my refund from the actual seller. If not I have no choice but to file a civil suit with Vivid Seats in small claims court.

Sincerely,

**** ****

Business Response: Thank you for reaching out to us. We have been in contact with Ms. **** and while we still maintain that we are not at fault, in the interest of customer service we were able to find an amicable resolution.  As such, we consider this matter resolved, and if Ms. **** 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

4/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Throughout my checkout process vividseats.com never indicated that there were extra fees associated with the service. Only once I completed the order did I realized I'd been charged over $50 extra in fees for a $200 purchase due to the total only appearing in small, fine print, and by checking the box to the Policy I had lost the right to dispute the hidden fees on the non-refundable tickets. An itemized breakdown of my order was never displayed for my review before placing the order. I understand that the website provides a service by connecting buyers and sellers but the price for that service needs to be conveyed to customers to have truth in advertising.

Desired Settlement: I'd like to either get a refund or see permanent changes to the website that clearly indicates the fee for the secondary market services and emphasizes the total amount before checkout.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.
Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. 
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 
This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”
Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondence. We encourage Ms. ******** to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed.
Regards, 
Vivid Seats

Business Response:

Thank you for getting back to us regarding this issue. As we have stated previously, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees. As Ms. ******** stated, the prices of her tickets, delivery and service fees, and the total charges are highlighted in red on the right hand side of the checkout. In addition, Ms. ********’s order total was displayed directly above the place order button and states “By clicking “Place Order”, your credit card will be charged” and her order total.
Although we were not able to speak with her on the phone, as Ms. ******** indicated, we were able to assist her and reiterate these policies via email. If Ms. ******** has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department. As it stands, we consider this matter closed.

Regards,
Vivid Seats

Consumer Response:

 
Complaint: ********

I am rejecting this response because VividSeats.com is not agreeing to make the order fees and total price more transparent.  I have no doubt Vivid Seats execute thousands of transactions a day, however the fact that a transaction goes through does not mean the customer understood the fees assessed.  Perusing through some other complaints on BBB it is clear many users are not aware of the fees until after the transaction is completed, at which time Vivid Seats relies on their “nothing is refundable” policy to ignore any complaints and claim success.  I continue to stand by my previously stated required resolution, which is to make the fees assessed part of the main reading pane before the order is completed to ensure transparency.

Respectfully,

***** ********

4/11/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I orders tickets from Vivid for an event at att stadium in Tx. The sales rep told me he would send me an email with confirmation number and delivery of ticket instructions. I immediatally received the email from vivid with conformation number and the instructions said " normally you will get your tickets from the venue will call" so I had my conformation and according to the sales rep the instruction on how to get my tickets. When I arrived at will call they had no records of my $220 purchase. I then bought two more tickets from the window thinking I would figure out what happened with Vivid when I got home. After calling Vivid they told me they sent me an additional email with exact directions on how to get my tickets. I never saw this extra email until I got home. Their customer service said ther was nothing they could.

Desired Settlement: There email and service rep did not say anything about addition emails on ticket delivery instruction. I did exactly what the sales rep told me...he would send me an email on getting the tickets, which he did, but never told me there will be other emails on getting the tickets...I did what the original email said. I want a full refund of 220.00 I paid them for no tickets.

Business Response:

Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Mr. ****, and while we maintain we are not at fault for this situation, in the interest of customer service both parties have found an amicable resolution. On 02/19/16, Mr. **** placed an order for tickets to Monster Energy AMA Supercross, which was scheduled to take place at 6:30 PM on 2/20/16. When Mr. **** placed his order with our sales agent he received an email explaining Special Delivery in general. Shortly thereafter well before the event he received a second email detailing the ticket pickup location and specific information required to pick up the tickets. 
As previously stated Vivid Seats has been in contact with Mr. ****, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. **** will consider Vivid Seats for their future event ticket needs. If Mr. **** 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

Business Response:

As previously stated, we have gone outside our sales terms and provided a partial courtesy refund to Mr. **** in an effort to resolve the situation, which he accepted. As Mr. **** has accepted this partial refund and we are unable to further assist him from a customer-service perspective.
Regards,
Vivid Seats

Consumer Response:  
Complaint: ********

I am rejecting this response because:I never agreed to their response..their response was this or nothing..they would let me talk or explain what happened to anyone

Sincerely,

***** ****

4/9/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Vivid Seats is a scam. I was prompted to create an account on their website and attach my ****** account. I did this and then I instantly was charged for the tickets I was looking at. Not only was I charged for them, I was charged plus a massive service fee. I IMMEDIATELY started chat with a customer service representative and called the company. Both persons rattled off a pre-written statement, indicating that this happens all the time. They would not help me at all. I did not even receive the tickets upon purchase and was told that I would get them by April 30th, the day of the concert. I have since received the tickets, but do not want them and never wanted them. Not being able to cancel my transaction (one I did not make, but was forced upon me) is just wrong. No other business operates like this. Upon reading reviews of this company, I found that this happens to many many people. Their site says they have an A+ BBB rating... I don't think that could possibly be true. I am very frustrated and upset about this. I will not pay $2800 for tickets that should have cost me $468.

Desired Settlement: I want my $2808 back, and I will forfeit the tickets they sent me. I do not want them.

Business Response:

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, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. In order for Mr. **********'s order to be placed, he must check a box to authorize the purchase in addition to selecting  the "Place Order" button. The message above the check box states: “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.”
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means the price is not based on the tickets' original price, or face value, and may change at any time. This practice is disclosed and made transparent throughout our website and the ordering 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.
We have been in contact with Mr. ********** regarding this issue, but have been unable to reach an amicable resolution. It should be noted that in addition to this current claim, Mr. ********** has also filed a dispute with their credit card company regarding this order. As such, we are unable to assist with any other standing issues from a customer-service perspective while this dispute is currently active.
Regards,
Vivid Seats

4/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased tickets to a acdc concert in Philadelphia PA. The concert has been rescheduled to lead singer lose of hearing. On acdc website that said you could go back to the point of sale to get a refund or that they would reschedule concert at a later date with a guest singer. I have already purchased plane ticket and took time off work to attend this event that was cancelled. I would like a refund for my tickets as I did not purchase tickets for 500$ to see a cover band. Plus I serve in the military and cannot take off at drop of the hat to see a guest singer. I want a refund for the money for the 2 tickets as stated in the bands website that we had choice to get a refund or see a guest singer at a later date.

Desired Settlement: a refund that vivid seats keeps denying me. Honor the refund that I should get as on the bands website states if you want a refund go to point of sale

Business Response:

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. 
On February 23rd 2016 Mr. ******* purchased tickets to see AC/DC on April 1st, 2016. This event was later postponed by the artist and on March 7th we contacted Mr. ******* to inform them of this postponement. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. ******* cannot receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.
Vivid Seats has been in contact with Mr. ******* and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. ******* will consider Vivid Seats for their future event ticket needs. If Mr. ******* 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

4/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 tickets for the AC/DC concert in Cleveland,OH on March 26,2016. I picked this concert because my fiancé is in nursing school and can NOT miss time. This is a Saturday concert which is her day off. Since then the concert has been postponed due to loss of hearing. They are trying to find a replacement singer. I did not buy tickets for a replacement singer I'm sorry. People that bought from Ticket Master have been refunded, so I contacted Vivid and they said no, that the concert is postponed. I would just like to have my money refunded.

Desired Settlement: I would just like be refunded for the concert that will not be as billed.

Business Response:

Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concerns.. Vivid Seats has been in contact with Mr. ********** and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. On 12/21/15, Mr. ********* purchased tickets to see AC/DC on 3/26/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. ********* to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr.  ********* typically would not be able to receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we typically are unable to cancel orders or offer refunds.   
As previously mentioned, Vivid Seats has been in contact with Mr.  *********, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. ********* will consider Vivid Seats for their future event ticket needs. If Mr.  ********* 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

4/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Upon reviewing my order and realizing that the service fees were over $136 I tried to back out of the sale. After hitting the back button it took the order and charged my card. Immediately trying to cancel the order I found out they will not speak to you when you call as they only talk to people whose event is on the same day. The tickets were a complete rip off and once I finally got a hold of someone at the company by going through my credit card company, Vivid Seats refused to cancel anything. Stuff like this makes me want to say off the internet as I was duped into paying a ridiculous amount for some very cheap tickets!!!

Desired Settlement: I want a full and complete refund. I don't what their tickets or anything to do with them moving forward. They made it impossible to contact them in time to cancel the order because they will only talk to people that have events that same day. I finally reached them through my credit card company with in about 10 minutes of the order and was told too bad no way to cancel it I didn't get to them fast enough and their system can't make mistakes. Also i had no idea I was buying overpriced scalped tickets. I thought i was buying them through the event holder ****** *******

Business Response:

Thank you for reaching out to us regarding this issue. 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, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. In order for Mr. ****** to complete the transaction a check box above the place order button must be selected, confirming that you agree to the terms and conditions, as well as clicking the place order button.
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. 
This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”
Vivid Seats has been in contact with Mr. ******, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved, and if Mr. ****** has any further questions or concerns regarding we welcome them to contact a member of our customer service team.

Regards,
Vivid Seats

4/5/2016 Delivery Issues
4/5/2016 Guarantee/Warranty Issues
4/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Vivid Seat takes advantage of the buyer. They are sell a $35 concert ticket for $98.35. I understand reselling a ticket and making some money, but it's price gouging. You don't see how much the "true price" of how much the ticket is until you pay what there charging. NEVER, NEVER,NEVER ORDER FROM THEM!!!

Desired Settlement: I hate to be taken advantage of. Stupid on my part. I just get "to bad, to sad for being stupid" from Vivid Seats.

Business Response:

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. 

In regards to Mrs. *******’s claim regarding the "face value" of the tickets that they purchased, it should be noted that Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the 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. As Vivid Seats is not directly affiliated with any artist or venue and do not generate tickets as a primary box office, we have no knowledge of listed tickets face value. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “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." This information is readily available on our FAQ page (support.vividseats.com/support/home).

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 Mrs. ******* to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. 

Regards,
Vivid Seats

4/2/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets to Adele for the 7-10-16 concert and only did so because they offered the insurance at an additional fee. The fee was added to my bill but the receipt I received was very general. I now would like to cancel the tickets and am told that I did not purchase the insurance.

Desired Settlement: I only purchased because of the insurance since I knew a problem may arise. I read the detailed information about what the insurance covered and had peace of mind that I purchased it. It's very upsetting to be told now, that I did not. I would like a refund for my tickets.

Business Response:

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 offers the optional service of ticket insurance, which is handled by a third party company, at checkout. On the checkout screen a check box must be selected by the customer to include ticket insurance with your purchase. Upon review of Ms. Wilkinsin's order, the ticket insurance option was not selected during the checkout process.
 
As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. 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. Wilkinson to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. 
 
Regards,
Vivid Seats

4/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Recently I purchased 3 tickets to the **** concert. (1 Ticket for NY and 2 for PA concerts). The concerts are canceled and I requested full refund on my purchase. The company refused to refund stating that the concerts may possibly be rescheduled. However the current concerts are canceled and I request a refund. Please help.

Desired Settlement: I seek refund for all three tickets.

Business Response:

Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concerns. Vivid Seats has been in contact with Mr. ****, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. On 02/11/16, Mr. **** purchased tickets to see ***** on 4/4/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. **** to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. **** typically would not be able to receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we typically are unable to cancel orders or offer refunds.
As previously mentioned, Vivid Seats has been in contact with Mr. ****, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. **** will consider Vivid Seats for their future event ticket needs. If Mr. **** 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

4/1/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 3 tickets for $****** a piece; a total of $****** Nowhere during the checkout did it say anything about added fees. After I logged in to ****** and made my payment and verified my payment, I was issued a receipt for 3 tickets at the cost of $******. I was under the impression that the only thing I was being charged for was the 3 tickets at $****** a piece plus Illinois sales tax (as stated on their website). Vivid Seats does not have their "service fees" listed anywhere on their website. I was also unable to get any answers from "Live Chat" . It is just a defaulted message that keeps asking if I have read the purchasing agreement. I am unable to view or receive an itemized receipt for my purchase.

Desired Settlement: I would like a refund in the amount of $****** minus 9.25% chicago sales tax= $***** Vivid Seats should be required to list all fees and total price in an itemized page BEFORE checkout and payment is taken and an itemized receipt after payment is made.

Business Response:

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 delivery and service fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red.

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 Mrs. ***** regarding this issue, but have been unable to reach her. While our management team is available to handle any additional concerns that Mrs. ***** may have, we consider this matter closed.


Regards,
Vivid Seats

Consumer Response:
Complaint: ********

I am rejecting this response because: I am not requesting any refund from the seller.  I agree to the amount that the seller sold the tickets.  I did NOT agree nor was I informed of Vivid Seats ridiculously high service fee that totaled $******.  No where was it listed the service fee of $******.  I was unaware of this fee until after card was charged the large amount of $*** instead of $*** that was listed on the checkout page.  I replied by email to Vivid seats and requested that they email me.  They state they will only communicate by phone.  They e-mailed me the phone number for me to call their customer service department but they are unable to communicate about this matter over email???  I do not understand.  I just want the service fee that was not listed nor agreed to be paid returned to me that Vivid Seats took it upon themselves to add to my ticket purchase without my knowledge.  

Sincerely,

**** *****

Business Response:

Thank you for getting back to us regarding this issue. As we previously stated, after Mrs. ***** selected her tickets and entered her email address to create an account, she was taken to the Checkout page. This page features an in-depth order summary located on the right side of the screen that clearly displays the delivery and service fees, number and prices of tickets, and the total charge highlighted in red. Mrs. *****’s order total was also shown directly above the place order button. This service fee is standard in the industry and covers the operating costs of our marketplace and compensates our team for offering a platform for customers such as Mrs. ***** to purchase tickets to live events.  We have attempted many times to reach out to Ms. ***** to walk her through the checkout process and have been unable to reach her. Accordingly, we consider this matter closed.
Regards,
Vivid Seats

3/30/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought concert tickets to see an event that was postponed and lead singer is being replaced so the event is not the original band. requested refund for my money as terms and conditions have been altered

Desired Settlement: Original venue has changed not only with change in date but also the event has been altered and I am requesting a full refund. Terms and conditions have been altered and I am requesting a refund of $******.

Business Response:

Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concerns.. Vivid Seats has been in contact with Mr. ******, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. On 02/06/16, Mr. ****** purchased tickets to see ***** on 3/26/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. ****** to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. ****** typically would not be able to receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we typically are unable to cancel orders or offer refunds.   
As previously mentioned, Vivid Seats has been in contact with Mr. ******, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. ****** will consider Vivid Seats for their future event ticket needs. If Mr. ****** 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

3/30/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets to see **** March 26, 2016 in *********, Ohio. I learned that the event has been postponed due to the lead singer being unable to tour again due to health issues. The band's website and press releases clearly state that if the events are rescheduled it will be with an alternate "guest" lead vocalist. I spent $****** on tickets and made several attempts to seek resolution from Vivid Seats. It is my contention that the event has been compromised due to a definite substitution of crucial personnel. Such a change should count as a cancellation as the integrity of the event has been compromised. The most recent interaction with a manager (Phone customer support) Drew was less than productive. He stated that the company would address the issue in a "timely fashion" but he refused to directly answer any questions related to operationally defining "timely" or a point at which lack of clarity from the performer or venue would constitute a cancellation. I believe that Drew handled the inquiry in an unprofessional manner and refused to give me contact information for or transfer me to his superior(s). Vivid seats did not utilize integrity in supporting me as a customer.

Desired Settlement: i want my money refunded.

Business Response:

Thank you for reaching out to us regarding this issue and appreciate the opportunity to address a customer’s concerns. Vivid Seats has been in contact with Mr. *****, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. On 02/06/16, Mr. ***** purchased tickets to see ***** on 3/26/16. This event has been postponed to a later date still to be determined. On 3/8/16, we contacted Mr. ***** to inform them of this event change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. ***** typically would not be able to receive a refund for postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we typically are unable to cancel orders or offer refunds.  
As previously mentioned, Vivid Seats has been in contact with Mr. *****, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. ***** will consider Vivid Seats for their future event ticket needs. If Mr. ***** 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

3/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased AC/DC tickets from Vivid Seats. The band had to change the event date and possibly cancel the event. On ACDC.com they authorized refunds at point of purchase. I contacted Vivid Seats to receive a refund for these tickets and was immediately denied. After countless attempts to talk to someone, I accepted a live chat and received the same answer. Now I am waiting for a manager to call within the next 24-72 hours. This customer service is insane and horrible to deal with.

Desired Settlement: Refund the purchase price of both of the tickets I purchased as the band has approved of at point of purchase.

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. On 01/03/2016, Mr. ***** purchased tickets to see AC/DC on 03/23/16. This event was later postponed by the artist and/or venue for a later date. On 03/07/16, we contacted Mr. ***** to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mr. ***** would not be able to receive a refund for a postponed event per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).”
Vivid Seats has been in contact with Mr. Kraft, and while we maintain we are not at fault, in the interest of customer service both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Mr. ***** will consider Vivid Seats for their future event ticket needs. If Mr. ***** 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

3/28/2016 Billing/Collection Issues | Complaint Details Unavailable
3/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered two tickets for the ***** concert scheduled for March 14th in Greensboro NC. The total for the two tickets was $250.00. I then submitted my order and was charged $632.70. Hidden fees!!!! The concert has been cancelled . Vivid seats is refusing to refund my money. They state that if the concert is rescheduled I can try to re sell my tickets, but I would not be getting a refund . Can you please help me? I ordered a product. The product was ***** on March 14th. i hope you agree that this is wrong.

Desired Settlement: Refund. I ordered a product and they cannot deliver the product I ordered because the March 14 th concert was cancelled.

Business Response:

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 the service fee, 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.
On 1/23/16, Mrs. ******** purchased tickets to see ***** on 3/14/16. This event was later postponed by the artist and/or venue. On 3/8/16, we contacted Mrs. ******** to inform them of the postponement. They have since indicated that they would no longer be able to attend, to which it should be noted that Mrs. ******** cannot receive a refund for postponed events per the agreed-to policies at checkout (www.vividseats.com/terms.html). Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds.
We have been in contact with Mrs. ******** regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mrs. ******** may have, we consider this matter closed.

Regards,
Vivid Seats

3/26/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Tickets were ordered for the *** Tournament and were to be shipped via ***. We received lengthy email that a signature would be required for delivery of tickets and only 3 attempts would be made before tickets sent back. Tickets were delivered to our home with no signature required and they were damaged. Calls were made to both Vivid Seats who cannot/will not replace tickets and *** who noted Vivid Seats NEVER checked signature required on the shipping form. Vivid Seats misled us with the delivery method of our tickets which would have protected our $635 purchase. They take no ownership to their fault in this matter.

Desired Settlement: Refund of cost of tickets which were destroyed because they did NOT check a box on *** shipping form requiring a signature. This checked box would have prevented the damage to our tickets. Homeowner was present to sign for tickets and *** would have required signature if Vivid Seats had done what they stated they were going to do with requiring a signature for delivery.

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

3/25/2016 Advertising/Sales Issues
3/23/2016 Advertising/Sales Issues
3/20/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was browsing tickets and had entered in my card information and was continuing to browse in search of a pair of tickets for the Lakers vs Pelicans game on April 8, 2016. All of a sudden the website had a glitch and errantly purchased a sole ticket to the game. I did not click confirm order or even get to examine the ticket the website purchased for me. I contacted vivid seats immediately to alert them to this and fully expecting a refund at a minimum, was told by the customer service rep that all sales are final and that it is not possible to errantly purchase a ticket and a confirmation had to have popped up. I can assure you there was no confirmation and my boyfriend was also a witness to this. I did not purchase this ticket nor would I have purchased any single ticket. Please allow for a refund at a minimum. I can prove I purchased a pair of tickets for the same event the same night and was quick in alerting vivid seats to the problem. Thank you, *****

Desired Settlement: Full refund

Business Response: "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 placed orders via mobile app, 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 page where they confirm the quantity of tickets they are looking to purchase. Then they are taken to a shipping & delivery page where it confirms the delivery method of the tickets they are purchasing. Next they are sent to a Payment & Billing page where they enter their preferred method of payment. After entering the payment method the customer is taken to a page where they confirm their shipping address. Once that information is selected they are taken to a confirm order page that displays all order information including ticket quantity, price of each ticket, service fees, and order total. You must also agree to the terms and conditions that all sales are final before being able to place the order.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.

This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”

Prior to this complaint we spoke with Ms. ***** in regards to her order and reached a resolution. While our management team is available to handle any additional concerns that Ms. ***** may have, we consider this matter closed.

Regards,
Vivid Seats"

Consumer Response:


Complaint: ********

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,

***** *****

Business Response:

Thank you for getting back to us regarding this issue. While Ms. ***** 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 that Ms. ***** consented to during checkout. Additionally, we have provided a one time courtesy resolution, which Ms. ***** has accepted. We have confirmed there was  If Ms. ***** has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.
Regards,
Vivid Seats

3/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vivid Seats charged my credit card for tickets I had not purchased. I contacted them to ask for a refund immediately after seeing my credit card was charged, and they stated that they would not provide a refund and hung up the phone on me. I was really surprised to see their customer service hang up the phone on me with no options to dispute the charge. I believe the BBB should investigate this matter in hope to encourage fair and responsible business transactions.

Desired Settlement: I would like a full refund, I did not place the order, download the tickets, and have not attended any events, not to mention the event for which they state I purchased tickets for has not yet even started.

Business Response:

Vivid Seats appreciates the opportunity to address Mr. ***** 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 safe and transparent checkout process

Mr. *** contacted us, prior to this complaint, alleging that this was an unauthorized charge on his credit card, a claim that we take very seriously.  In response, our team of dedicated fraud prevention specialists reviewed his order and confirmed that Mr. *** was in fact the purchaser and that his account had not been compromised. In the interest of customer service, we did offer Mr. *** a partial courtesy refund at the time which Mr. *** declined. 

Given that we have provided a valid ticket to the event, which, it should be noted, Mr. *** has downloaded, we have acted consistent with our agreed-to sales terms and policies in regards to Mr. ***** transaction. While our management team is available to handle any additional concerns that Mr. *** may have, we consider this matter closed.

 

Regards,

Vivid Seats

3/15/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service
3/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased tics for 1/23 Janet Jackson concert in Houston. The Concert was rescheduled to 7/16. When I purchased I thought I was purchasing directly from the Seller of the concert tics. Vividseats website did not indicate that it was a reseller. My friends that purchased from the seller have received hassle free refunds. While I, who will be out of the county on 7/16 and can't go to the country, have been denied a refund by Vivid, because it is a broker. Also, I feel its buyer's guarantee is misleading. It does not guaranty the buyer's purchase for the event (artist, venue, & date & time.). False and deceptive practices and I'm out $600.

Desired Settlement: I want a full refund.----otherwise no need to contact me.

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

On 10/10/15,  Mrs. ******* purchased tickets to see Janet Jackson on 1/23/16. This event was later rescheduled by the artist and/or venue for 7/13/16. On 12/28/15, we contacted Mrs. ******* to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Mrs. ******* cannot receive a refund for rescheduled events per the agreed-to policies at checkout. (http://www.vividseats.com/terms.htmlOnly if the event was cancelled would our 100% Buyer Guarantee of a full refund be provided. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. 

We have been in contact with Mrs. ******* regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mrs. ******* may have, we consider this matter closed.


Regards,
Vivid Seats

3/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I attempted to purchase two tickets to a show. This website didn't tell me how many tickets it was charging me for, didn't give me a total or subtotal and then tried to charge me nearly a thousand dollars. I called within seconds, they refused to reverse the charge. I reported it to the credit card company who took off the charge and then later reinstated it based on what I do not know. I sent the tickets back and expended money to do this. I did not have the tickets on the day of the show.

Business Response: 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, including number of tickets. 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. 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.”

We have been in contact with Mrs. Raheb regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mrs. Raheb may have, we consider this matter closed.


Regards,
Vivid Seats

3/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, My husband and I attempted to order tickets to a comedy show this afternoon. We were having issues with our order and called the customer service line to resolve our issue. Ultimately, we were transferred to a representative named Janelle in the verification department. As a human resources professional, I am still in utter shock regarding my experience with Janelle this evening. She had an elevated tone the entirety of our conversation and consistently interrupted me while I was speaking. After I shared with her how hostile she was coming across from a customer's perspective, she informed me that she was not concerned about how she was coming across. Ultimately, she informed me verbatim "I don't care how I am coming across to you, if you are displeased you can terminate the call." I asked to speak with her manager/supervisor, and she also expressed that she was the highest authority in her verification department and would not transfer my call to another representative. Her actions and demeanor were every company's worst nightmare, insofar as my husband and I will no longer be patrons of vivid seats.

Desired Settlement: Ultimately, I would like for a manager in the verification department to review this complaint to ensure that another customer doesn't have this same negative experience.

Business Response: 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 takes authorizing customer purchases very seriously. Per Mrs. ************** request, management has reviewed the situation.  If Mrs. ************ has any further questions or concerns regarding this or any purchases, we welcome them to contact a member of our customer service team.

Regards, 
Vivid Seats

3/7/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When looking for seats for the ***** ******** show at the ******* Center in Pittsburgh, I went through Vivid seats as it appeared they were the official site. Regardless, they showed me tickets face valued at $163 each. When i elected to buy two tickets, they then tacked on $40 of additional fees that seemed official. later, on checking, I realized, these fees were spurious. Finally, when they sent the tickets, they sent tickets priced at $82.50! So, they tacked on $120 per ticket on the face value. No where did they tell me the actual face value of the tickets they were going to send me or that they were charging $120 on top! I only figured this out once I saw the actual tickets! This is a complete FRAUD!

Desired Settlement: They can charge me for the face value of the tickets and refund the rest of the money! OR, if they wish, they can cancel my tickets and refund the whole bit! So, resolution is refunding $240!

Business Response:

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 purchase, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red.

In regards to Mr* ********** claim regarding the "face value" of the tickets that they purchased, it should be noted that Vivid Seats is a secondary marketplace that serves as an intermediary between sellers and customers—this means all ticket prices are set by the sellers, not Vivid Seats. This fact is explained clearly throughout the purchase process, from a notice on every ticket page to the sales terms summary displayed at checkout, which states: “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." This information is readily available on our FAQ page (support.vividseats.com/support/home).

We have been in contact with Mr. ******** regarding this issue, but have been unable to reach an amicable resolution. 
It should be noted that in addition to this current claim, Mr. ******** 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

Consumer Response:
Complaint: ********

I am rejecting this response because:The process was anything but clear or transparent in clarifying that the ticket price displayed was not the face value. It was implied every step of the way. Small print disclaimers are not adequate other than to hide behind. Every site that you would go to purchase tickets, primary or secondary show you clearly what the face value is and what you;re paying for it. Even SCALPERS on the street disclose this the face value to you. How can you ever know what premium you're paying if the face value is never disclosed! The form letter type of response text from them clearly gives away their deceptive business practices. They're used to doing this every time, I'm confident of that. What a strange business model Each customer would buy once, so they have to keep finding new customers! Disgraceful!

Sincerely,

****** ********

3/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Feb 27, 2016: I went to the VIVID Seats website to purchase tickets to the ******* ******* Concert. Searching by location, all the concerts in the Charlotte area appeared. I clicked on appropriate link for ******* ******* and preceded to PayPal to purchase them, Order # *******. Immediately, I saw the confirmation had the WRONG concert event for ***** *****, Not ******* ******** I called the customer service phone# on the email. A recording for those on hold recommended sending an email for all issues except events that evening. That's what I did, I sent an email to resolve & see about reissuing the correct tickets. (the event was not until July!) Here's the reply from VIVID SEATS: I am sincerely sorry to hear you have purchased the incorrect date. Unfortunately we cannot cancel, refund, modify or exchange your order. Once an order is placed, Vivid Seats enters into a legally binding contract to purchase those tickets from the seller on your behalf. If you are unable to attend the event, selling your tickets is often the best option. I looked again at the site. Its my assumption, the issue occurred as the site was downloading all the events, ***** ***** proceeded the ****** event. I clicked on ******* but the site changed & it selected to wrong concert. The tickets will not be mailed until days before the event. I'm not certain how this will be rectified. However, I feel the downloading issue could easily happened to other consumers. It's a lesson learned for me, and wanted other consumers to be aware.

Desired Settlement: Since VIVIDSEATS was not willing to reissue for the correct seats, I purchasing them on another site. Should they reconsider issuing a refund, I would be satisfied as a consumer. Otherwise, I will begin to explain my story on multimedia and warn other consumers. I appreciate your help. It's helpful to know this will be documented, regardless.

3/5/2016 Problems with Product/Service
3/4/2016 Advertising/Sales Issues
3/3/2016 Problems with Product/Service
2/27/2016 Billing/Collection Issues
2/26/2016 Problems with Product/Service
2/26/2016 Billing/Collection Issues
2/26/2016 Advertising/Sales Issues
2/25/2016 Problems with Product/Service
2/25/2016 Problems with Product/Service
2/25/2016 Billing/Collection Issues
2/25/2016 Problems with Product/Service
2/24/2016 Delivery Issues
2/23/2016 Billing/Collection Issues
2/23/2016 Billing/Collection Issues
2/22/2016 Billing/Collection Issues
2/22/2016 Problems with Product/Service
2/22/2016 Billing/Collection Issues
2/20/2016 Advertising/Sales Issues
2/19/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service | Complaint Details Unavailable
2/16/2016 Problems with Product/Service
2/16/2016 Advertising/Sales Issues
2/13/2016 Billing/Collection Issues
2/12/2016 Advertising/Sales Issues
2/12/2016 Billing/Collection Issues
2/11/2016 Problems with Product/Service
2/9/2016 Delivery Issues
2/8/2016 Guarantee/Warranty Issues
2/7/2016 Problems with Product/Service
2/3/2016 Billing/Collection Issues
2/3/2016 Problems with Product/Service | Complaint Details Unavailable
2/1/2016 Advertising/Sales Issues | Complaint Details Unavailable
2/1/2016 Problems with Product/Service | Complaint Details Unavailable
1/30/2016 Delivery Issues
1/28/2016 Billing/Collection Issues
1/26/2016 Advertising/Sales Issues
1/26/2016 Problems with Product/Service
1/25/2016 Problems with Product/Service
1/23/2016 Billing/Collection Issues
1/14/2016 Problems with Product/Service
1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not order tickets, company insists I did. Returned home on 12/24/15 and had an email confirming tickets. Attempted to call and dispute from12/24/15 until 12/30/15. Automated system which did not recognize my alleged purchase number or phone number and promptly disconnected me. Several emails I sent stated all purchases are final and there is no refund. When I finally reached a manager she stated there would be a service charge paid to Vivid Seats. Unacceptable to me as I didn't finalize the order to begin with and being told all sales are final and then being told I would have to pay a service charge.

Desired Settlement: $545.85 credited back to my credit card

Business Response:

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 purchase, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. 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 of ticket, prices of their tickets, delivery and service fees, and the total charge highlighted in red.

Our “all sales final” policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout. For an order to be authorized, a check box must be selected agreeing to our sales terms and displays the following message directly above “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.” Once this is selected a customer must than select the place order button to complete the transaction.

We have been in contact with Mr. ****** regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mr. ****** may have, we consider this matter closed.


Regards,
Vivid Seat

Consumer Response:


Complaint: 11019504

I am rejecting this response because: I did finalize the sale as described and if what they described and is a "firm" policy then the business would not have told me i would only be required to pay a service fee. They were not in contact with me and left several voicemails which I returned only to be disconnected as their system didn't recognize the transaction i allegedly made. Regardless of the price of the ticket, I was about purchase these ticketes, accepted the terms but closed out of the website. On a sidebar, it's a shame how we allow ticket scalping and call it handling. 


Sincerely,

Chris ******

1/13/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I Didn't realize I got switched/ tricked to this sight, thinking I was logging onto PopeJoy here in Albuquerque. More than I can pay for tickets, with hidden service fee's, etc. I pressed a button and realized they had charged my card! Very tricky! The instructions indicated they were going to email tickets they next day. I logged on the following day and the instructions said that, we won't get tickets until a couple of days BEFORE the event, which is about a year away (Popejoy..Lion King).. I emailed them and said I made a mistake and needed a refund! They said sorry, that I "agreed" to this! .I logged on to "Popejoy and discovered you can pick your seats and the price is MUCH less., and you get your confirmed tickets right away!...Very DECEPTIVE! I need to get back the full refund. of $1,635. (for 5 people) This isn't New York! Even if it was, I can't afford this kind of money for a play! (Or, much less else!)

Desired Settlement: Full Refund

Business Response:

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. ***** to utilize this resource for any additional concerns, but as it currently stands, we consider this matter closed. 

Regards,
Vivid Seats

Consumer Response:


Complaint: 11013548

I am rejecting this response because:

I am asking to get a full REFUND!


Sincerely,

Suzy *****

Business Response: Thank you for getting back to us regarding this issue. While Ms. ***** 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 that Ms. ***** consented to during checkout. If Ms. ***** has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.

Regards,
Vivid Seats

1/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets for Janet Jackson's St. Louis, Missouri concert, which was originally scheduled for October 29, 2015. She postponed the concert until February 14, 2016. She has now stated that she is postponing the concert again, indefinitely, and I would like my money back, however, vivid seats claims that unless the concert is canceled completely, I am not allowed a full refund of my money, and I have to attend the concert on the new date. They state that if the new date is not acceptable that I should attempt to resell the tickets on their site. But there is new date, and it is unclear if/when a new date will be announced. When I have attempted to discuss this with a live person at vivid seats, I am directed to an automated line which at the end cuts me off and hangs up. The website suggests a live chat option, however I was waiting for at least an hour to begin chatting with someone before finally giving up and disconnecting. All communication has been via email, and I am never able to communicate with the same person twice. I have asked to speak to a supervisor repeatedly with no further contact information from the representatives I have been in communication with. It seems that the company has now begun ignoring my emails completely as I have not heard anything back from them in several days despite several attempts to reach someone. I would appreciate any help that you can lend with the situation.

Desired Settlement: 100% refund

Business Response:

Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.
On 06/20/2015, Ms. *** purchased tickets to see Janet Jackson on 2/14/16. This event was later postponed by the artist and/or venue for a date to be determined. On 12/28/15, we contacted Ms. Lee to inform them of this date change. They have since indicated that they would no longer be able to attend, to which it should be noted that Ms. Lee cannot receive a refund for rescheduled/postponed events per the agreed-to policies at checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. 
This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) as such " All sales are final.No refunds will be given for any reason other than cancellation of the event or failure to timely deliver valid tickets... A buyer may always sell their tickets on the Vivid Seats Marketplace if, after purchase, the buyer decides not to attend the event.
We have attempted to contact Ms. *** multiple times but have be unable to reach an amicable resolution. Our management team is available to handle any additional concerns that Ms. *** may have, however, as this event has not been cancelled, we cannot offer the desired resolution and consider this matter closed. 

Regards,
Vivid Seats

Consumer Response:


Complaint: 11017514

I am rejecting this response because:

I am not being issued a full refund. Please note that the telephone number that they leave in voice messages is the generic customer service line which when you call it puts you through an endless amount of options at the end of which you listen to music. They do not give you a direct line to a live person. It should also be noted that they attempt to call when I am at work, and I do not have time to hold for 10, 15, 20, or 30 minutes. If vivid seats is able to give me my money back for a cancellation they should be able to get me my money back for an indefinite postponement. Thank you again for all of your help in this matter.

Sincerely, 

Bobbie ******** ***


Business Response: Thank you for getting back to us regarding this issue.  As the event that Mr. ******** purchased tickets to has been rescheduled, the tickets they have are still completely valid for the new date, regardless of whether or not Mr. ******** will be able to attend. Per our refund policy stated on our website and agreed to by Mr. ******** at checkout, “A full refund of the purchase price, including delivery charges, will be given for cancelled events... rescheduled events will not be refunded.” This policy is in place because Vivid Seats operates differently from primary market venues due to the secondary market's unique logistical requirements, which include maintaining policies that are fair to both Buyer’s and sellers.

Our checkout process presented Mr. ******** with a Sales Terms summary explaining “all sales are final,” as well as a checkbox followed by the statement: “I agree to Vivid Seats terms and conditions.” By checking this box and placing their order, Mr. ******** agreed to these terms. For these reasons, our “all sales are final” policy stands. We have been in contact with Mr. ******** regarding this issue, but have been unable to reach an amicable resolution. If Mr. ******** has any additional concerns they would like to discuss, they are welcome to reach out to our customer service department. As it stands, we consider this matter closed.

Regards,
Vivid Seats

1/12/2016 Problems with Product/Service
1/11/2016 Billing/Collection Issues
1/11/2016 Problems with Product/Service
1/11/2016 Advertising/Sales Issues
1/11/2016 Advertising/Sales Issues
1/10/2016 Problems with Product/Service
1/10/2016 Advertising/Sales Issues
1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 16 packages from Vivid Seats for the December 31, 2015 Orange Bowl. These packages included four (2 day) hotel accommodations, 4 tickets to the game, 4 game day transportation (to and from game) and 4 merchandise gift bags. Information sent to me by Vivid as to transportation reads: "A bus taking all Vivid Seats customers will pick you up outside the Shula's Hotel and Golf Club lobby. Look for the Vivid Seats sign in the window. Report to the bus at 1:15 PM. check in with the representation on bus to confirm your cell phone number on file is correct for any day needs. the bus will leave promptly at 1:25. Bus arrives at Sun Life Stadium. Bus will park in designated parking lot at the stadium and guests will walk from there to enter game. This parking spot will be the same place you return to for your return ride to Sula............. The Vivid Seats vehicle departs Sun Life Stadium...within 45 minutes after the game ends...... No bus arrived to pick us up and after multiple calls to Vivid we were told the bus was not coming. We took a cab and arrived 15 minutes before kick-off, missing the pre game show and tiger Walk. After the game, we walked, looked and begged for a ride back to our Hotel for almost two hours when I stepped in front of an Uber driver and begged for a ride. He took us to our Hotel and charged us $70.00. It was New Years Eve and no taxis. I was told a message was sent by Vivid, during the game as to return transportation, to SOME people staying at Don Shula, unfortunately, I along with several others, did not get a text even though I had confirmed my information. I have tried on several occasions to speak to a representative from Vivid but I am either promised a call back or simply disconnected. I paid them the money they charged in good faith, expecting them to follow through with what they promised but unfortunately their advised "100% Satisfaction guaranteed" is a lie.

Desired Settlement: I think a billing adjustment of $300.00 per package would be fair, and this, of course would cover the extra expense we paid out of pocket for our rides.

1/4/2016 Problems with Product/Service | Complaint Details Unavailable
1/4/2016 Problems with Product/Service
1/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/23/15 i went online to order concert seats thru vivid seats LTD. I clicked on 4 seats row 210 section 1. For the advertised $135 for each ticket. When my order was processed I purchased row 210 section 19 and the final purchase price was very different it was $690.00 as opposed to $540.00. I went immediately to a live chat and spoke to a representative about this problem. They said they could neither change my seats nor refund my money. They suggested I try and sell the tickets on line.

Desired Settlement: A refund please.

Business Response:

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. ******** regarding this issue, but have been unable to reach an amicable resolution. Prior to Mr. ******** filing this complaint, we successfully disputed his claim with his bank.While our management team is available to handle any additional concerns that Mr. ******** may have, we consider this matter closed.

Regards,
Vivid Seats

1/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 4 tickets to the Steelers vs. Colts game on 12/6/15. The tickets were sold by the same person, but I was forced to purchase the tickets in 2 separate transactions of 2 tickets each. When I arrived at the game, all 4 of my tickets were rejected as the venue advised me that these were duplicate tickets and that they had already been used. I called Vivid Seats immediately to let them know what happened, and I was told that there was a 100% money back guarantee for situations like this. I spoke with Kelly and she offered to find me replacement tickets, which was fine, however, she put me on hold for 15 minutes, and when she came back on the line, she had no tickets. Instead, she advised that she had the seller of the tickets on the other line, and explained to me what he said happened on his end. Rather than solving my problem, she called the person/scam artist who double sold tickets to get his side of the story. I advised her I wanted my money back because I had already missed the first quarter of the game, and she told me that I would receive a call from a manager the next day. The next day, I had not received a call, so I called and spoke to a manager, Justin, who told me that he could not guarantee that I would get my money back as this situation does not occur frequently and they would need to complete an investigation. He said I would get a call within 3-5 days. Seeing as Justin made it seem unlikely that I would be refunded, I called my credit card company and handled it with them. I never received a call back, so I was forced to call and spoke with manager Daryl. He never apologized for what happened nor did he have a reason as to why I had not been contacted even though the investigation had been completed. He advised that they could refund my money, but that my credit card company had charged them and advised they would pay my credit card company. TBD as to if they actually will pay. Although I got my money back, this was a nightmare.

Desired Settlement: I'd like this to be posted as a negative review on the BBB's website so that others can see what a horrible company this is to do business with. I do not need a settlement (yet) as I've already received a refund from my credit card company, however, it's still TBD as to if VividSeats will pay my credit card company. If they do not, I will be re-charged by my credit card company and will be seeking a settlement as this company has been a nightmare to deal with.

Business Response:

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.
As a secondary marketplace, Vivid Seats is not directly 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 their listings are legitimate and distributed properly.
However, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare cases. After investigating this matter, we have determined that Ms. *********** orders were such. Due to a processing error, the tickets Ms. Truscello’s received were deemed invalid by the venue. 
Vivid Seats has been in contact with Ms. ********* and a full refund as promised by our 100% Buyer Guarantee. If Ms. ********* has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. 
Regards,
Vivid Seats

1/2/2016 Problems with Product/Service
1/2/2016 Problems with Product/Service
1/2/2016 Problems with Product/Service
1/1/2016 Problems with Product/Service | Complaint Details Unavailable
12/30/2015 Problems with Product/Service
12/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: "Vivid Seats" clearly used deceptive business practices on their website by not identifying the total price of a purchase before processing the transaction. The order was for concert tickets; Vivid Seats advertised the sale as a TOTAL price of $68 and not until AFTER completing the transaction did they annotate in any clear way that the total price charged to my credit card would be $352.40. I immediately contacted the company and spoke to 3 individuals, including a person identifying himself as a senior manager, ***** ******. Mr ****** said that he was unwilling to refund the purchase and that the price charged should've been listed before the transaction was completed. I adamantly disputed having ever seen any price listed anywhere besides the $68. Mr ****** told me he reserved the right to grant any refunds and that he was not going to refund the purchase. I informed him that I'd be reporting this incident and he then said he would refund me a partial amount if I agreed to not report the incident; I declined the offer.

Desired Settlement: I want the transaction cancelled and the money refunded, since Vivid Seats says they will not honor the listed price of the tickets.

Business Response:

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 facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fee's and price per ticket, so we are confident in the transparency of our checkout process. 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. 
Vivid Seats has been in contact with Mr. **** and both parties have found an amicable resolution. As such, we consider this matter resolved.If Mr. **** has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team. 
Regards,
Vivid Seats

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ****

12/29/2015 Billing/Collection Issues
12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought tickets for a Pro football game through this company for around $600. At the game, the ticket person said my tickets were reprinted and to go to Will Call. Will Call informed us that someone was already in the arena with those tickets. When we called the company they only offered me $300 refund and a $300 credit. When I told them that I would not accept that and that they needed to investigate further they said they would try to get in touch with the seller and see if they could contact ******* ***** Stadium. Neither of these things were done as I had to call 2 weeks after when no one reached back. I asked to speak to a higher up and was told they do not speak to customers. I spoke to Justin who refused to give me a last name or employee id and would not let me speak to his superior. They have agreed to refund half of my money and give me the other half as store credit, however this is unacceptable as they advertise a hundred percent guarantee on their website.

Desired Settlement: I would like to get a refund for the remaining balance on the purchase.

Business Response: 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.


As a secondary marketplace, Vivid Seats is not directly 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 (www.vividseats.com/guarantee.html) 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 their listings are legitimate and distributed properly.


If issues do occur we investigate the claim with the customer and the seller. In this instance, the seller was able to provide solid proof from the venue that there were no issues for the customer to gain access to this even. Given these facts, we reached out to Ms. ********* to find a resolution that was amicable to both parties. At that time, which was prior to the submission of this complaint, Ms. ********* accepted this courtesy resolution. Since we reached a mutual resolution, we consider this matter closed and cannot honor the full refund Ms. ********* is requesting. If she has any additional questions, we encourage her to reach out to us directly. 

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went on the website of this ticket reseller and found 4 tickets to the ***** concert at ***** Center Denver on Saturday, Jul 16, 2016 7:00 PM advertised for sale. I used my Amex card to pay for the tickets, plus their required transaction fees. I received a "receipt" for the transaction and the charge appeared on my card. Shortly thereafter I received a call from the company stating that the tickets I ordered were "no longer available" and basically was stonewalled as to why they wouldn't fulfill my order etc. I was repeatedly asked to speak with a manager but my requests were refused. I was repeatedly told the only resolution was to cancel my order and refund my money. I told them this was not an acceptable solution and was eventually hung up upon. They did nothing to rectify the situation or even attempt to give me any satisfaction other than to buy other tickets at significantly higher price.

Desired Settlement: I want them to stand by the advertised price and deliver the tickets to me. Simple case of fulfilling the order they offered and accepted.

Business Response:

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 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. Our network includes hundreds of professional ticket resellers who list their inventory on multiple websites and set their own prices according to their assessments of the market climate, which means the availability and prices of any tickets are subject to change at all times. Because of this, all orders are considered requests until confirmed by the seller.
This process is explained in our Sales Terms (http://www.vividseats.com/terms.html): "If a buyer finds desirable tickets, buyer places an offer to purchase the tickets by placing an order. ... However, placing an order does not complete the sale. Rather, the order will be subject to acceptance ... by the respective seller. At that point, your credit or debit card ... will be charged and Vivid Seats' consumer protection measures take effect."  Once the seller confirms the order, the purchase is considered complete and protected by our 100% Buyer Guarantee.

Mr. ******' order was never confirmed by the seller. This happened because the requested tickets were no longer available and Mr. ******' credit card was never charged. Vivid Seats is often able to help the buyer find comparable tickets to the same event and in the same price range, however, our agents were unable to find suitable tickets to fulfill his order. We informed Mr. ****** of these circumstances and offered to assist him in finding alternate tickets, which he declined. As a result, Mr. ******' order was cancelled and we consider this matter closed. We encourage Mr. ****** to contact us for his ticket buying needs in the future. 

Consumer Response:


Complaint: ********

I am rejecting this response because I have not received a satisfactory answer, was lied to and treated in a rude manor by Vivid Seats.  The professional sellers that sell on their site make it difficult to impossible for the general public to get tickets from the box office.  Then the sellers flip the tickets on their site and they take an exorbitant fee.  If a seller, who has no interest in attending the event but only profiting off the scarcity of tickets makes a bad pricing decision they should be held accountable for delivering at the price advertised, or failing that, the company that advertised the price should be held accountable.  In the end the only one harmed was me.  Vivid Seats has done nothing nearly satisfactory in this instance.

Sincerely,

***** ******

12/28/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased UFC tickets via vividseats.com after ticketmaster.com selling out and an advertisement on their site popping up, directing me to vividseats.com. I then purchased 3 tickets at $204 per ticket plus a $16.70 service charge, totaling $628.70. This was the amount presented when I input the credit card info and also after I hit "confirm". Come to find out (via my credit card statement) vividseats.com ended up charging my card $2,392!!! So I email them (after the number for them that I call states that they only accept emails) and they tell me there is a $475 service fee PER TICKET. Why was I not informed of this fee at the time that they request my credit card info? The only way I knew about it was after viewing my credit card statement. I then went online to research Vivid Seats reviews and find HUNDREDS of others who had this incident happen to them. PLEASE shut this company down, I honestly have no idea how this is legal. Thank you for your time.

Desired Settlement: I would like a full refund of $2392 and would love to see this company shut down so no other hardworking people have to go through this. Thank you

Business Response: 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 *** ******* 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 *** ******* to utilize these resources for any additional concerns, but as it currently stands, we consider this matter closed

12/27/2015 Problems with Product/Service | Complaint Details Unavailable
12/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought tickets to the BYU MU game in KC at Arrowhead. Arrived at game with printed tickets and gate said they were invalid, someone already had used those tickets. Called customer service and said it probably a printing error on my side and blamed me for the mistake then hung up. I had to buy additional tickets at the gate to enter.

Desired Settlement: Refund me the cost of buying the fraudulent tickets. I bought them in Feb 2015.

Business Response: Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address customer concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.



As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue; 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 their listings are legitimate and distributed properly.



An initial contact with our customer service department was made by Ms. ************* sister in law, wherein there appeared to be some confusion over Ms. ************* tickets to the Missouri Tigers vs. BYU Cougars game. As is the nature of our marketplace, a new set of barcodes had to be issued for said tickets and we reached out numerous times to address this issue, via both phone calls and emails, to ensure the updated codes were received by Ms. ***********. While we addressed the concern our end and Ms. *********** had in her email inbox the correct tickets for the day of the event, any issues pertaining to that fall on her end, as the contact she made with our customer service department both prior to the even and the day of made it clear that we had issued the correct tickets to her on time. During that initial contact our customer service agent offered to resend the tickets to Ms. *********** and offered to find a place to print. The customer did not want to do this and an amicable resolution was not reached. 



Throughout this process, the correct tickets had been emailed to Ms. *********** and we are therefore unable to honor her cancellation request and provide a refund. She is welcome to contact our customer service department to discuss any further questions about this matter, but at it stands, we consider this resolved.



Regards,
Vivid Seats

Consumer Response:


Complaint: 10953734

I am rejecting this response because:

1) Vivid sent me endless emails trying to sell me additional items and I had no way to know those emails indicated that the tickets the originally sent me were invalid and fraudulent

2) At the event there was no place to print additional tickets and no time to leave

3) The customer service agent was rude and hung up on my sister in law who was trying to use the phony tickets. 

4) If you truly have a 100% buyer guarantee then refunding the tickets that were invalid should not be an issue. I expect to receive a full refund without further delay. 

5) I never was contacted about reprinting the tickets and I am the customer so I am the only one who should have the right to accept or reject such offer as refund which I clearly expect. 

6) New tickets had to be bought at the gate which were better seats and somehow still cheaper then your overpriced fraudulent tickets. 


Sincerely,

Amy *********** (short)

Business Response: As stated in our previous response, Vivid Seats provided valid, accurate tickets to Ms. *********** in time for the event per our 100% Buyer Guarantee. Ms. *********** was aware of the reissued tickets and did not take the correct tickets to the venue. Once we were made aware that she had not brought the correct tickets with her, we offered to try to help her as best of our abilities. Vivid Seats is not directly affiliated with any venue or box office, as we are located on the secondary market. Thus we do not create, and cannot be held accountable for, changes to the tickets done by the venue. We consider this matter closed. If Ms. *********** wishes to discuss the matter further, we welcome her to contact a member of our management team.

12/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased tickets through Vivid Seats to a Browns Game, December 6, 2015, section 506, row 1. Received email confirmation of Browns Tickets, same game, but section 506, row 11. Called to try to rectify the situation, but to no avail. They claimed it was my mistake and nothing can be done. Fought them and lost. So I asked if I could resell the tickets. They said yes. Went through the online process to sell, had a question, called to ask for some assistance, after 15 minutes of being on hold finally spoke to *******. ******* answered my question and I asked her if she would stay on the line while I finished in case I had more questions. She did but she got more and more sarcastic and derogatory as we went along. Finally when I had to put my credit card information on I received an error message that said "credit card address did not verify". I tried my old address and my new address several times. ******* repeatedly said it was a problem on my end (like I didn't know my address...I even logged on to ******* *** to make sure I had the right address, and ******* continued to argue with me that I was doing something song but she couldn't help because she "couldn't see my computer from where she was." It was clear didn't know what to do and would rather not talk so I asked if I could talk to someone higher up than her. The time was 20 minutes before 12 (CST), and she said I couldn't speak to a manager since it was "after hours". She refused to give me his name so I could include bother their names in my complaint. She is *******, ext. ****. She tole me to call back in the morning to ask someone to help me. This wasted a day of my having these tickets I didn't originally order up for resale. I will never do business with vivid seats and will do anything and everything in my power to discourage anyone else from doing business with this company. They are deceptive, dishonest, incompetent, and unprofessional.

Desired Settlement: Either refund me the purchase price for the tickets I was charged for, received but did not order, or allow me to sell them again through your website. I would like also to see accountability from Vivid Seats take place in this dispute.

Business Response:

We appreciate the time to address Mr. ********** concerns regarding the tickets he purchased.  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. 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 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 ticket details (section, row), the number and prices of tickets, delivery and service fees, and the total charge highlighted in red.

The two tickets Mr. ******** selected were clearly marked for section 506 in row 11. These details were clearly presented on the checkout screen along with a Sales Terms summary that explains tickets may be listed above face value, and that all sales are final.

Mr. ******** contacted us multiple times and our customer service team reiterated our check out process as well as our “All Sales are Final” policy, which he agreed to prior to completing his purchase. As a one-time courtesy, we offered the customer a partial refund which was accepted. Also, we did suggest to Mr. ******** that he could resell the tickets on our website through our fan-selling services. In a separate phone conversation, Mr. ******** spoke with a customer service associate attempted to assist him with the process of re-selling on our website but Mr. ******** abruptly disconnected the phone call. After this, Mr. ******** called and spoke to a manager readdressed that the ticket details were clearly provided before purchase and that we could not refund the order in full. The manager restated that he had accepted our courtesy resolution and that we could not provide a full refund. 

Vivid Seats contends that Mr. ******** was not misled regarding the nature of his tickets, and the tickets were consistent with his order and will be valid for entry. Again, we are unable to cancel or refund the order. However, like we mentioned, we did offer a partial refund as a one-time courtesy, which has been issued to Mr. ********. If Mr. ******** has any further questions, we welcome him to contact a member of our management team for assistance.

 


Business Response: As stated in our previous response, we reached out to Mr. ******** to discuss his issue and agreed to a mutual resolution. This partial refund was offered as a courtesy to Mr. ********. We have addressed his complaints and consider this matter resolved. If Mr. ******** has any further questions we welcome him to reach out to us and speak to a member of our customer service team.

Consumer Response:
Complaint: ********

I am rejecting this response because:  I stand by my previous statements.

Sincerely,

***** ********

12/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets on 12/18/15 based on a venue map and what tickets were still available closest to the stage. Within 10-15 minutes of purchasing, I went back to the site to show my friend where the tickets are located and the venue map not only changed, the section I purchased in DDD is not shown; and also with the venue map change many tickets were now available closer to the stage and may I add at almost half the price I paid were suddenly available. I attempted to contact Vivid Seats via the telephone listed on the website and it was no longer in service, so I was able to reach customer service via 'live chat'. Customer service was of no help to my questions: 1). Are the tickets I purchased valid?; 2). Can I get a full refund and purchase tickets that are available closer to the stage and for a lot less since the venue map and correct availability of tickets was not showing? Customer service informed me that a customer service representative would call me ASAP. It has been 24 hours and still no one has attempted to contact me. I do have a copy of the live chat transcript, along with a copy of my receipt showing tickets purchased in section DDD, I have a copy of the new venue map, unfortunately I do not have a copy of the venue map at the time of purchase, but I would not have been able to see them and purchase them had that not existed at one point and time.

Desired Settlement: Full Refund. I feel the product was completely not as described, since there is no such section available. Not only because of misrepresentation, but I could have purchased tickets much closer for much less had they had the correct venue map available at the time these other seats would have been available to me as well.

Business Response: Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. *****, and both parties have found an amicable resolution. As such, we consider this matter resolved, and hope that Ms. ***** will consider Vivid Seats for their future event ticket needs. If ***** has any further questions or concerns regarding this or any other order, Welcome them to contact a member of our customer service team.

Regards,
Vivid Seats

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

12/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I used Vivid Seats to purchase two tickets to a hockey game as a Christmas gift. The seats were listed as $43 each. When the first checkout screen displayed it had the seats listed at $43 each. There was no itemization visible. When the confirmation screen came up, the charge was listed at $223. I called Vivid Seats immediately while the order was still pending, but they said there was nothing they could do. They told me they could not give me the contact information of the seller and could not ask the seller to contact me. (One representative suggested that each ticket may have carried a $45 service charge. She said it didn't show on their records though. Please help; I am out of work and cannot afford to be taken advantage of this way.

Desired Settlement: Personally, would like to cancel this order. For everyone else, I would like to see Vivid Seats and/or their sellers (a) itemize their checkout web page (2) provide contact information for the end seller (the way ********** does).

Business Response: Thank you for the opportunity to address Ms. ******** 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 section and row, 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. 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. And, because customers are purchasing tickets owned and listed by individual resellers, we must enforce an “all sales are final” policy—a standard throughout the industry.


This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." These messages would have been clearly visible to Ms. ****** during the purchase process. We do consider this matter closed but encourage Ms. ****** to reach out to our customer service team with any additional concerns. 

Consumer Response:
Complaint: ********

I am rejecting this response because: the checkout process was not as described. No where did it say I would be charged over double the advertised price. 

Sincerely,

********* ******

12/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a ticket to the hockey game on 12/2/2015 at the ******* ****** between the NY Islanders and NY Rangers. When I got to the door I was told that the ticket was already used and I was denied access.

Desired Settlement: Refund plus compensation for travel time and travel cost.

Business Response: Vivid Seats apologizes for the issues Mr. **** experienced with his order. We take every measure to authenticate the tickets listed on our marketplace, and carefully screen sellers to ensure their listings are legitimate and distributed properly. This is why our 100% Buyer Guarantee promises that if a customer’s tickets are deemed invalid by a venue, that customer will receive a full refund. However, because the hundreds of sellers on our network process thousands of orders each day, sellers do—in rare cases—make mistakes. Mr. ****’s order was one such case.


As compensation for this circumstance, we have issued a full refund of Mr. ****’s order in accordance with our 100% Buyer Guarantee. And, because customer satisfaction is our top priority, we’ve also provided Mr. **** with a credit to use toward a future order.  We trust that this will be a satisfactory resolution, and we consider this matter resolved. If Mr. **** has any further questions or concerns, we welcome him to contact a member of our customer service team.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Although my credit card company did refund the full purchase price the potential damage this error could have caused can not be measured in monetary terms. I could have been held responsible for the fraudulent ticket and even prosecuted which could have potentially destroyed my career as well as my life.


Sincerely,

***** ****

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Timeline of events: July 2015: I sign-up for Vivid Seats and begin using as a location for selling my ******* **** season tickets July 10/July 26/Aug 8/Aug 9/Aug 11/Aug 12/Aug 13/Aug 20/Aug 22/Aug 23 - I create a listing for events on each of these dates and I upload the tickets while creating the listing. I get an email notification on each of these dates - 10 sales - notifying me that my tickets sold. No further action is taken by me. Payment is received 7 days later. August 31 - I get an email notification that my tickets sold (Order ******* - $26). Unlike the prior 10 sales, the email asks me to click a link to confirm my tickets. Shortly after, I receive a call from customer service asking to confirm sale; however, I miss the call. 15 minutes later, I notice the call - listen to the voicemail - go to the email - click the link in the email; however, I reach an error message. August 31 - I call customer service to ensure my sale was completed. The Customer Service agent has difficulty locating my sale; however, after a few minutes says she has found it and notifies me that my sale is completed, that I did the proper steps, and no further action is required by me. Sept 1 (Order ******* - $20)/Sept 2 (Order ******* - $10)/Sept 20 (Order ******* - $89)/Sept 21 (Order ******* * $24): 4 sales, identical process as Aug 31: email is received each time with a link, Customer Service call is received but missed as I am at work, I click the confirm link within 15 minutes of the voicemail call, the link leads to a site with an error message. I do nothing further as this is identical to August 31st which was confirmed by Vivid on Aug 31 to be the appropriate steps. Sept 22 - I perform my monthly reconciliation of sales per my records to payments received. I notice that Vivid Seats has not paid me for Aug 31, Sep 1, or Sep 2 sales. Note Sep 20 and Sep 21 would not have been paid yet as these occurred in last 7 days. Sept 22 - I immediately contact Vivid Seats via Online Chat. I note the issue. Vivid informs me that all 5 sales had been cancelled since I did not confirm my tickets and Vivid informs me of a policy change in August which requires sellers to confirm their sales. This is the first that I am informed of this policy change. Also, this is the first communication that my sales had been cancelled as no emails had been sent after any of the sales to notify me of such. I inform the agent of my Aug 31 conversation which confirmed my Aug 31 sale. The agent notes there is no record of this conversation and that sale was cancelled. I notify the agent that I have followed the same process for each sale since Aug 31 because Vivid Seats confirmed that sale and confirmed on the phone on 8/31 that I did everything right. The agent says Seller Services will contact me within 48 hours to resolve. Sept 23-Oct 6 - no call is received from seller services Oct 7 - I call Vivid Seats. The agent (*********) says he will look into the details. Oct 7 - ********* calls back and apologizes as I received false confirmation on August 31st. He promises a refund for Aug 31 sale; however, they will not refund the other sales as I did not complete the process. I ask for Vivid to refund the other 4 sales as I performed the same procedures for those sales as I did for the August 31st sale, which the Agent had confirmed for me on August 31st. ********* refuses to refund and tells me I did not confirm my sales. I tell him I did confirm each one - just received an error message - which was identical to August 31st. He still refuses. I am asking for full refund for all 5 sales plus compensation for my time. Vivid Seats never once informed me that my sale was cancelled. Also, Vivid Seats never informed sellers of the policy change requiring sellers to confirm tickets. Last, Vivid Seats confirmed that I performed the appropriate steps on Aug 31 which I then relied on for each sale thereafter.

Desired Settlement: I would like to be compensated for my time and lost sales amounts as a result of Vivid Seats inaccurate sales practices. My lost sales amount to $152.10. This is $169 of sales less the 10% commission collected by Vivid Seats for a total of $152.10.

Business Response: Thank you for providing us with the opportunity to address Mr. ******** concerns. Mr. ****** contends he should be compensated for five sales through our company. We are unable to honor this resolution because Mr. ****** did not abide by the seller terms and conditions he agreed to by listing his tickets. In our seller terms and conditions, that Mr. ****** agreed to prior to listing the tickets, "If a buyer selects your ticket listing to order, you will receive notification of an order request via email to your registered email address. Upon receipt of an order, you must confirm or reject the order immediately, and in the case of instant download tickets upload the tickets upon confirmation, and may not modify or cancel the ticket listing, or otherwise attempt to stop the sale. Vivid Seats may cancel an order at any time prior to receipt of a Seller's confirmation." Mr. ****** did not confirm these sales immediately, so Vivid Seats cancelled the sales. Please see a link for our seller terms and conditions here: http://www.vividseats.com/sellerterms.html

As stated by Mr. ******* Vivid Seats recognizes the error made and Mr. ****** will be compensated for his sale on August 31st. Vivid Seats is not at fault for the other orders as Mr. ****** did not take the necessary steps to confirm these orders to provide them to the customer. If Mr. ****** has any further questions we welcome him to contact us at *************

Business Response: Mr* ****** did not confirm these sales immediately, so Vivid Seats cancelled the sales. Please see a link for our seller terms and conditions here: http://www.vividseats.com/sellerterms.html. We are not able to fulfill Mr* ******'s desired resolution. We consider this matter resolved.

Consumer Response:


Complaint: ********

I am rejecting this response because:

As I have noted in my prior replies, I confirmed each sale that required confirmation and I performed this confirmation in a matter that was confirmed by Vivid Seats to be appropriate.  As such, I did indeed comply with the Seller Terms and Conditions that Vivid Seats refers to in their replies.

Vivid Seats acknowledged in a prior reply that they DID confirm to me via telephone that I properly confirmed my August 31st sale.  Vivid Seats also agreed to pay for this sale; however, they have no reimbursed me as of this reply date.

Vivid Seats, however, has failed to reply to the fact that I confirmed each of my sales in an IDENTICAL process which is a process which they confirmed via telephone after the August 31st sale.  Vivid Seats has only acknowledged that this confirmation was in error.  They have not acknowledged or rebutted how I, as a seller, was to know that I was not confirming my sales properly given their representatives confirmation to me.

Vivid Seats also has failed to reply to my questioning of their definition of "immediately".  As noted in prior replies of mine, Vivid Seats' email confirmation after a sale is made requests confirmation within 24 hours.  The term "immediately" is not explicitly defined anywhere within the Terms and Conditions or within any communications.  As such, it is implied that "immediately" is within 24 hours per Vivid Seats' own email confirmations.  Each sale was confirmed within 1 hour which one can reasonably derive meets the term "immediately" per the Terms and Conditions.

In the instance that Vivid Seats claims 1 hour does not satisfy the term "immediate", Vivid Seats has failed to reply to how the term "immediately" - and it's vague meaning - does not result in an "impossibility of performance".  If a seller is to confirm a sale in a time period shorter than 1 hour, how is the term "immediate" reasonably possible to perform?

To conclude, I have noted many facts and circumstances in this reply - and in prior replies - to support my representation that I did indeed meet the Sellers' Terms and Conditions; however, Vivid Seats continues to reply without any substantiation to refute my representation.  Instead, Vivid Seats vaguely notes that I failed to meet the Sellers Terms and Conditions without providing reason as to how I failed to do so given the FACT that I did confirm each and every sale within 1 hour.

Sincerely,

**** ******

12/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I submitted a cancellation request to a purchase that was not yet confirmed and pending status. After requesting for the purchase to be cancelled since it was not yet confirmed, VIVID SEATS still ran the pmt on my credit card. VIVID SEATS states that their cancellation policy does not allow cancellation after the tickets have been purchase, which is fully understood; however, I cancelled my request two hours before the tickets were purchased and confirmed. I called and spoke to the supervisor and to no avail, she refused to offer any assistance. I am in the process of disputing this request with my credit card company.

Desired Settlement: I want a refund. I cancelled my purchased before it was confirmed.

Business Response: Thank you for reaching out to us. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry and we appreciate the opportunity to address Ms. ******** concerns. 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 how the standard purchase operation works, 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. Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way.




As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, 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." These messages would have been clearly visible to Ms. ****** during the purchase process.



Though Ms. ****** requested to cancel within a day of placing her order, we had already committed to obtaining the tickets from the seller on Ms. ******** behalf, and a confirmation regarding the status of these tickets had already been emailed to Ms. ******. We are therefore unable to honor her cancellation request and provide a refund. However, we have offered to assist Ms. ****** with reselling her tickets through our site at no additional cost. If Ms. ****** wishes to pursue this option, we encourage her to contact a member of our customer service team. As it stands, we consider this matter closed.



Regards,
Vivid Seats

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went online to look for tickets for a concert in Hollywood, FL. I found some on Vivid Seats. I went through the process up until the confirmation portion. When I saw the ridiculous amount they were charging as a handling fee, I X'd out of the site. I NEVER confirmed the purchase. I then received an email verifying my purchase! I checked with my bank and the money was gone. $479.07!!!! I tried calling, all automated. Sent email, have not heard as of this moment. Did a "Live Chat", finally got a live person after about 10 minutes of automated stuff. ********** said I HAD made the purchase...that the computer could not be wrong! This is nonsense. I never confirmed payment.

Desired Settlement: Full refund

Business Response: Vivid Seats appreciates the opportunity to address Ms. ******** 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. We have reached out to Ms, ****** and have reached a mutual resolution, even though we are not at fault, which we will explain below. 


Ms. ****** states that the order was placed without her confirming the purchase. This is not correct. 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 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. Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way.


As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders.  The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, 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."  These messages would have been clearly visible to Ms. ****** during the purchase process.


As stated in our first paragraph, Vivid Seats has reached out to Ms. ******, and both parties have found an amicable resolution. We consider this matter resolved—and we hope that Ms. ****** will consider Vivid Seats for her future event ticket needs. If Ms. ****** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.

Consumer Response:
Complaint: ********

I am rejecting this response because:  no matter what they claim I am sure I never completed the purchase. I accepted $101.07 back only because they said that that was absolutely all they would do.  I had tocut my losses.

Sincerely,

********* ******

12/17/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I sold two tickets to a sporting event for November 14th 2015 through Vividseats.com website. I selected the Eticket (electronic ticket) option for delivery. The tickets sold in a few minutes. I received a phone call from Vividseats advising me I need to verify and upload the tickets as a PDF (portable document format) file. I told the representative on the phone that I had scanned the tickets and converted them to a PDF. He didn't indicate that was a problem. I received an email confirmation that the tickets sold. Days after the sale I have not received the money ($400.00 for two tickets) and the transaction doesn't show up on my Vividseats account. After a phone conversation with a representative, they refuse to honor the sale. They are claiming that a scanned ticket with the bar code and converted into a pdf, is not an acceptable ticket. There is nothing on their website or in the sellers agreement that prohibits scan pdf tickets. There is nothing on their website that fully explains what the specification are for an Eticket. The University that the tickets were for not only accepts scanned tickets, they will email you scanned tickets if purchased online. Now that the event is over, I am out of the $400 promised by Vividseats.

Desired Settlement: I would like to receive the amount originally owed to me by Vividseats.com.

Business Response: The complainant had hard stock tickets - this means that they are the original tickets without electronic bar codes. When we help a fan seller connect with a buyer for hard stock tickets, we provide a way for the seller to ship those tickets, via FedEx to the customer. We provide a label and shipping instructions. This is the only way to transfer hard stock tickets. In this case, the complainant scanned the hard stock tickets in an effort to convert them to a PDF and serve as electronic tickets. These tickets did not come in electronic form and, therefore, this does not work. In discussing this with our customer service agent, the fan seller expressed that these were PDF tickets, not hard stock that were scanned. Accordingly, our customer service agent did not have information sufficient to point out why this method of transfer is not effective.

Consumer Response:


Complaint: 10960755

I am rejecting this response because:

Their website has no requirements for etickets listed. Their representative on the phone did not indicate at anytime that a pdf scan was not an acceptable eticket (the bar code was shown on the face of the ticket and would have scanned). I searched their website and found no definition of an eticket. There was definitely nothing stating that a scanned ticket would not work. I have lost my ability to sell my tickets due to the fact that I thought they were already sold and the event has past. They offer a guarantee on ticket sales and refuse to honor it. I have also filled complaints against them with the athletic department of the university the tickets originated from. They are in the process of doing an investigation into this matter. If they will not honor the price the tickets sold for $200 each, I will accept the face value amount of $75 each.

Sincerely,

Daniel *******

Business Response: Thank you for reaching back to us regarding this issue. Per the previous response clarifying the exact nature of the tickets scanned, it should be noted that Mr. ******* was contacted by our customer service department multiple times regarding this incident, seeking to rectify the situation for our paying customer. A resolution was not reached, and we had to assist the paying customer via other means, as the tickets that the complainant provided to our buyer would not be accepted by the venue, which would cause the paying customer to be denied entry to the event. Due to this, we are not obligated to provide payment to Mr. *******, and as such, we consider this matter closed. 

12/17/2015 Problems with Product/Service | Complaint Details Unavailable
12/17/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The purpose of this communication is vehemently disagree with your findings communicated to me on November 8th regarding the requested refund in the amount of $876.00 (Eight hundred seventy-six dollars and 00/100 cents). This amount reflects the fraudulent charge of $976 to Vivid Seats LTD (8668488499) debited to my account on June 7th less the $100 credit provided by Vivid Seats LTD on June 9th. These charges are fraudulent as I had no intention to purchase 4 seats to an event that I could not attend. The service representative mislead the customer into providing the credit card number. There is no way to contact Vivid Seats directly as they will not answer calls.

Desired Settlement: refund in the amount of $876.00 (Eight hundred seventy-six dollars and 00/100 cents).

Business Response: Thank you for reaching out to us. We appreciate the opportunity to address her concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

Ms. ********* was not misled by a representative to give her credit card number, as Ms. ********* made this purchase online. We recognize that she may have issues with purchasing a different quantity than initially intended for the Bill ********/Dennis ****** event on 10/23/15. However, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of both the quantity of tickets purchased and the amount of which they are charged, 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. (A screenshot of a sample checkout page has been attached for reference.) Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way. 

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, 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."  (This policy is also visible in the sample screenshot mentioned above). These messages would have been clearly visible to Ms. ********* during the purchase process.


Not only has Ms. ********* reached out to our customer service department multiple times regarding their complaint, we have actively worked towards resolving this issue on multiple fronts, including reaching an mutually amicable resolution on June 8th, 2015. The tickets were sent to Ms. *********'s email address on June 7th, 2015 and were available for download and use for the event. Whether or not Ms. ********* chose to not download and use the tickets is outside of our control. Since Ms. ********* must acknowledge that she is aware of and understands our policies before the order is placed by agreeing to our Terms and Conditions, we find it very difficult to understand how she believes she was misled. If Ms. ********* has any further questions about her orders, we welcome her to reach out to a member of our customer service department. At present, we consider this matter closed. 

Consumer Response:


Complaint: 10941378

I am rejecting this response because:
As previously mentioned, Mrs ********* was being coerced to accept 4 tickets in lieu of the original 2 tickets requested. ThisCtion to increase the quantity is in direct conflict with the federal laws to force incremental quantities of a product or service on unsuspecting customers. Additionally, Vivid Seats is subject to violations for Federal Laws applicable for bait and switch. Clearly, Mrs ********* attempted to negate this transaction on multiple occurrences through email and phone and was rejected.Mrs.  ********* never accepted nor used the tickets in question and, therefore requests a full refund for her $900 plus purchase. Thank you in advance for your support in this matter. 

Sincerely,

Debra *********

Business Response: As stated in our previous response, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of both the quantity of tickets purchased and the amount of which they are charged, so we are confident in the transparency of our checkout process. 

Ms. ********* was aware of the quantity of tickets purchased before she completed her order. Our checkout 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. It cannot alter the customer's order in any way. 

As also stated in our previous response, the tickets were sent to Ms. *********'s email address on June 7th, 2015 and were available for download and use for the event, which was outlined in the detailed email providing instructions for use.

We have again spoken to Ms. ********* to attempt to resolve her issue, in addition to our multiple attempts in June of 2015, even though we are of no fault. We offered a resolution on November 30th 2015 and Ms. ********* again declined this option. We consider this matter closed.

12/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the tickets under the assumption I would receive concert tickets immediately. After I placed an order I received an email telling me that when tickets become available the tickets will be bought for me. What this tells me is a did not buy a product but a service, which I did not want to. After requesting that my money be refunded they tell me all ticket sales are final. I have not received tickets and all I want is to be refunded.

Business Response: We appreciate the opportunity to address Mr. ****'s concern. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.


As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders.  The 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. And, 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.  


Before Mr. **** completed his order, he was informed that the estimated “in-hand” date, or delivery date, of his tickets was 05/23/2016. While many tickets are available to ship as soon as the seller confirms the order, tickets to certain events, may not be released by the team or box office until close to the event date. Before placing his order, Mr. **** was informed that the requested tickets might not be delivered until just a few days prior to the event—and in this case, the venue has not yet released the requested tickets to the original purchaser.


Mr. **** is guaranteed to receive his tickets before the event in accordance to our 100% Buyer Guarantee. We have updated the shipping on his order to a FedEx Priority Overnight Delivery, which means when the tickets do ship he will receive them the next business day. We ask Mr. **** to remain patient and if he has any further questions to reach out to our management team.

12/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went online to purchase 2 Cotton Bowl tickets for my son, who is away at Military college (****)…these tickets were the ONLY thing he wanted for Christmas. I picked out two tickets at the price of $212.00 in a certain section and row. Shipping was disclosed soley as "***** Standard", NOTHING was available about any service fee that would be charged in addition to the those two costs or how much it would be. I gave my CC info, delivery info and hit purchase…it confirmed my purchase for $569.18…well over the cost of the two tickets. I immediately emailed the company asking why I was charged so much and was sent a series of emails detailing the cost breakdown…which is not even disclosed on the receipt from Vivid Seats. I asked for a refund immediately and they declined that twice. I replied that I would be contacting my CC company, the BBB as well as the Attorney General in Illinois. Later in the evening I used the site again to "look" at different tickets w/o purchasing or logging into their system. At no point, did I see anything that was in "BOLD" letters as they claim discussing high service fee's. The last email I received was a bit later and they said they would have a supervisor call me in 48 hours, obviously it's a not a situation they care too much about.

Desired Settlement: I expect a full refund of my money.

12/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: It's common practice for ticket companies to advertise lower prices than they actually sell for, hiding the true price of a ticket by splitting it into listed price and extra charges. TicketsNow, however, goes beyond this and actually gives customers a false order summary that STILL has the fake price listed. Other sites: 1) See a ticket advertised for a low price. 2) Click buy 3) Sign-up 4) See a summary of what you'll pay that now reveals the true price TicketsNow: 1) See a ticket advertised for a low price. 2) Click buy 3) See a summary of your order as if it's what you're actually paying, still hiding the true price 4) Sign-up 5) See a summary of your order that now reveals the true price I understand that unfortunately, the 1st method is industry standard and will never change despite its dubious nature. But TicketsNow could at least go back to being only as borderline as everyone else, rather than adding an extra step of misinformation to lure people in. Because at this point, TN is not just adding hidden fees, they are lying, because their lower-listed price isn't just in a list of tickets, it's in a tally screen that lists a TOTAL.

Desired Settlement: A change in TicketsNow policy that is nothing short of flat-out lying to potential customers.

Business Response: Mr. *********** did not place his order with Vivid Seats. We are not affiliated with TicketsNow. We recommend that Mr. *********** contact the company he purchased from.

12/11/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
12/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/3/15, I purchased concert tickets from Vivid seats for concert on 9/25/15. Was informed these were 'special delivery tickets' and that I'd be met by an agent named 'Matt' to escort me into the event. My credit card was charged. I was called 9/21/15 by 'Matt' w/ the following instructions;1)"I will send you a Fed Ex on 9/23,the package will contain a credit card (cc) 2)go to concert, get in the ticket line, hand the agent the cc. he will hand you 2 small white stubs,enter the concert, do not leave the concert. don't worry he won't ask you for an id". I asked "and if he does". Matt said "give him your id however don't give him a chance to ask, speak quickly and state 'I have 2 tickets and both parties are here'. If the agent insists on an id, give him your id and tell him the cc is your brother/sister/aunt/cousin but they couldn't make it tonight but wanted you to be able to, so they sent you their credit card to be sure you could get in. I asked Matt, 'so you want me to use someone else's credit card'. Matt said 'yes,' I said 'who's name is on the cc...you?' Matt said 'no its not me but I don't know who it will be, but trust me I do this every day...the agent won't even look at the cc and you will walk in and laugh at how easy this was'. I asked, 'How do I know this isn't a stolen credit card, he said, 'it is not stolen.' I asked, 'so what if the agent sees that my id and the name on the cc don't match and calls the police?' Matt said, 'you call me on my cell phone and i'll take care of it'. Matt then instructs me that in the Fed Ex envelope with be a postage paid envelope that I am to drop the cc in and mail back to him. 9/23/15: I get the fed ex package and inside is a credit card with the name: Owen *****, cc expired on 7/2015. Self addressed envelope was to Matt ******, 1362 Adam Pl., E. Meadow, NY 11554. his cell phone number is ************. 9/24/15: After discussing with my husband and at the risk of cc fraud, as I do not know Owen *****, I chose NOT to attempt to use the cc I was mailed and not go to the concert. I contacted my MY credit card company and put a hold on the charge. My credit card company, USAA, attempted to dispute the charge however is not able to as the Vivid Seats company is declaring a no refund policy. I believe I should be refunded the entire amount as I cannot and will not be strong armed into participating in cc fraud even if the company posts a 'no refund' policy.

Desired Settlement: Full refund of $412.69 which is the cost of the tickets and the vivid seats processing fee.

Business Response: Vivid Seats appreciates the opportunity to address Ms. ********** 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. We have spoke to Ms. ******** and have reached a mutual resolution, through no fault of our own, which we will explain below.

We confirm that Ms. ******** received paperless tickets as that is what her listing notes indicated. These were the type of tickets that had been issued by the venue. The term "paperless tickets" means that no physical tickets are issued; instead, the purchaser must present the credit card that was originally used to purchase the tickets. The seller of the tickets explained he would ship the prepaid credit card used in the original purchase to Ms. ********, and she would need to present that credit card on the night of the event.

Ms. ******** expresses concern that her tickets' credit card displays a different name than the one provided for the return of the card. However, this is a common occurrence, and is not cause for alarm. Because listings on our site are owned by trusted sellers, the tickets often ship from these sellers directly to customers, and so may display the name of the original purchaser. All tickets are guaranteed to be transferable and valid for entry to their respective events, and customers are never required to present identification that matches the name printed on their tickets. This explanation is also on our FAQ page (http://www.vividseats.com/faq.html) titled "What are Paperless tickets?".

The ticketing method and admission process were provided to Ms. ******** before her purchase was completed. Additionally, Ms. ******** was provided a detailed email outlining this admission process. Ms. ******** never indicated any confusion or concern about these instructions to VividSeats, and as her tickets were successfully delivered before the event, we are unable to issue a full refund. However, as stated above we have reached an amicable resolution with Ms. ********. We consider this matter resolved--and we hope that Ms. ******** will consider Vivid Seats for her future event ticket needs. If Ms. ******** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
To Whom it May Concern-
No, I do not accept the response from the business and in fact the above description that was submitted gives an inaccurate description of events, attempting to underplay the multiple attempts I made to contact a customer service rep with Vivid Seats with my concerns. As I was unable to reach an actual person through there automated phone tree and prolonged wait times, I left messages, but received no response from anyone other than 'Matt' who claimed to work with Vivid Seats, presumably the third party vendor. I absolutely did express concern and confusion regarding getting a credit card in the mail with someone else's name on it and told to take it to the venue. I was explicitly told to LIE to the agent when I handed him the credit card saying that my 'brother/cousin/friend' had bought the ticket for me but wasn't able to make it. I was instructed to say that the 'brother/cousin/friend' didn't want me to miss the concert and therefore mailed me the credit card that was used to buy the tickets. I was specifically and repeatedly told not to tell the agent that I had bought the ticket through a Third Party vendor. Matt went on to explain that 'if I talk fast and tell the agent that 'I am a party of 2, and both parties are present' that they won't ask me for an ID even though they are supposed to.' Matt went on to say that after I handed the agent the credit card and walked through the gate I would be laughing at how easy it was. I told Matt I was not comfortable with this and asked him if the credit card was stolen. He told me it was not. I told him that it is not legal to use a credit card with someone else's name on it. He said, 'don't worry about it, I do this every day'. I asked...'what if they call the police because I have a presumed stolen credit card...' he said ' you call me on my cell phone'.
The word 'gift card' was never used. The word 'prepaid credit card' was never used. I have cut and pasted the actual emails I received from vivid seats after my credit card was charged, sent both on September 3, 2015:
Teresa,
Thank you for confirming you have received your Paperless Ticket pickup instructions. For your reference, these instructions are included below.
Paperless Tickets specify that admission to the event will be granted upon presenting the credit card that was used to originally purchase the tickets on the primary market before they were resold to you.
You and your party will need to enter with the original purchaser of the tickets to gain entry into the event. Since the representative will also be escorting other customers into the venue, it is important for your entire party to arrive together, before the start of your event.
Your Pickup Name: Teresa ******
* If someone other than the name above will be using the tickets, please immediately reply to this email to request a change to the pickup name.
* Please be sure to have a valid government-issued ID when meeting the agent.
* You may be asked to sign a special delivery verification form by the agent to confirm you were escorted into the event.
You will be meeting the following agent that will escort you into the event:
Name: Matt
Contact Phone: ************
Pickup Description: TBD
(Please note that this phone number may not be monitored prior to the day of your event. If you have questions in advance of your event, please contact our support team via email or live chat.)
If you can not reach the emergency contact on the day of your event, you must contact Vivid Seats immediately at 888.614.5416 so that we can ensure your successful entry to the event.
Enjoy your event, and thank you for choosing Vivid Seats!
The Vivid Seats Customer Service Team
Your Order Details:
Order #5056505: Garth ****** with Trisha ********
BMO Harris Bradley Center
Fri. Sep 25, 2015 7:00 PM
2 Tickets
------------A second email, also on Sept 3, states The ticket you will be using requires a walk-in process. You will be escorted into the venue by an agent of our ticket supplier. To gain admission, this agent must present the credit card that was used to purchase the tickets on the primary market.
Granted that this was the written description of paperless tickets from Vivid Seats and that the agent would be escorting us in the venue, I did not question it at this point. My only concern was that my maiden name was on the ticket purchase (Teresa ******) instead of my married name (Teresa ********) and I wanted to be sure that when I presented my i.d. to the agent that would be escorting us in, that this was understood and that I could bring another form of id/documentation to prove it was my maiden name. It wasn't until 'Matt' representing Vivid Seats, called me days before the concert, initially I thought to clarify the maiden vs married name concern. He proceeded with the above shady instruction to attempt to use a credit card with someone else's name on it, clearly and explicitly LIE to the agent about a brother/cousin/friend who supposedly gave me the credit card, not show ID unless forced to and to call him (Matt) if the police are called. I am not willing to lie at the expense of a random third party agent and put myself in harms way for fraud. With that, I called my bank and put a hold on the credit card I used as I felt I was being caught in fraudulent activity. I again called Vivid Seats customer service and left a message to attempt to clarify the situation with no callback. I now find that I am being strong armed into a NO REFUND policy.
A very condescending Vivid Seats agent did contact me and attempt to scold me stating that I 'clearly didn't understand how the Third Party market worked or else I would have known that using a credit card with someone else's name on it..was the paperless ticket'. She stated that she would be willing to give $90 some dollars in refund but that she could not refund my entire charge. I am absolutely not satisfied with this and despite what the representative claims, we are not at an amicable resolution. I want a full refund and will not be strong armed into participating in or attempting fraudulent behavior.

Teresa ********

Business Response: As stated in our previous response, we were able to discuss this matter with Ms. ******** and reached a resolution that both parties agreed to. As a result, we consider this matter closed but encourage Ms. ******** to contact us with any further questions or concerns regarding this or any other order. 

12/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was attempting to purchase tickets on line to take my 6 year old son to see Marvel's Live at the PPL center in Allentown Pennsylvania. Upon selecting "PPL" center on google, I ended up on a third party ticket sales website. Not knowing I proceeded to purchase tickets, after agreeing to to ticket amount/ I noticed my credit card was charged a different amount that came to approximately $25.00 additional to the original cost of the ticket. I attempted to call the 800 number to cancel the transaction and speaking to a Live attendant is not an option. The show we were planning to go see was scheduled within two days following this incident. There is an option to speak to someone if the tickets are within the following few days and I was still unable to speak to a customer service rep. I then called my credit card company (******* ****, and they too were not able to speak to anyone at this number. I then received an email from this company who emailed me 4 tickets in someone else's name and a different ticket price. My family and I never received an email, nor did we ever receive any type of further communication from the company. There is no notification stating cancellation policy. I am furious that an online company can take advantage of people.

Desired Settlement: I would like to be refunded for the amount charged, due to receiving another customer's tickets and never receiving what I paid for.

Business Response: Thank you for reaching out to us. Vivid Seats has reached out to *** ****** and both parties have found an amicable resolution. We consider this matter resolved—and we hope that *** ***** will consider Vivid Seats for her future event ticket needs. If *** ***** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.

Regards,
Vivid Seats

12/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased concert tickets on 11/11/15 order ********. I paid $563.00 for 2 tickets in the balcony section. I ordered these tickets from Vivid Seats because they were not available from ************* Before completing the purchase I was warned that the tickets could not be printed at home and wouldn't be available for shipping until 1/11/2016. Since the concert is on 1/15/2016, I had to pay for overnight shipping to guarantee receipt by the event date. I was also given a warning that the exact seats I purchased might not be available but I would receive comparable seats of equal value. I was not told until after the transaction was completed that all sales were final. On 11/16/2015 I received 2 tickets ,in the orchestra section, printed from the ************ website. The value of the tickets that I received was $150.00. The seats are not comparable or of equal value.

Desired Settlement: I would like a refund of no less than $413.00 to make up the difference between what I was charged and the value of the tickets that I received.

Business Response:

Thank you for reaching out to us and giving us the opportunity to address a reported concern from one of our customers. 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.

*** ********* states that she is upset that the tickets she purchased for ********* *********** were automatically upgraded by the seller before delivery, but we are confident that resulting seats were, in fact, upgrades from the original section and row. The order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.*************************** These terms, which are clearly visible on our website, state: "Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.

Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellers. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of time. The change that was ultimately applied to *** *********** order moved her from the Balcony to the Orchestra, which moved her closer to the action and was therefore considered to be an upgrade.

Furthermore, *** ********* reached out to our customer service department where we looked into the issue and explained the upgrade to her tickets and the policies she agreed to when she checked out. We attempted further clarification in phone calls after her initial contact but *** ********* was unavailable during those times, although she still could have responded either via phone or email should she had any outstanding questions.



Again, these tickets had already been obtained by *** ********* when she reached out to us, and per the stated policies, we are unable to honor her cancellation request and provide a refund. However, we will continue to assist with any further questions or even helping *** ********* resell her tickets through our site at no additional cost. If *** ********* wishes to pursue this option, we encourage her to contact a member of our customer service department. As it stands, we consider this matter closed.



Thank you,
Vivid Seats

12/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Exorbitant Service fees not realized until after charge was made. Two $69.00 ended up wit a $475.00 charge to my ****. The price I paid for each ticket was $188.00 which I accepted (and rationalize) because it was a gift for my daughter. But when I saw face value was $69.00 AND the insane service fee I had to complain.

Desired Settlement: Really not expecting any type of outcome. It is what it is. But I will never purchase from them again and will inform my friends to never buy from them

Business Response: Thank you for reaching out and giving us the opportunity to address her concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

*** *********** has indicated that certain details of her order, including the service charge and the fact that she was asked to pay a price above that originally displayed on the tickets, known as the face value, were not disclosed in advance, entitling her to a partial refund. However, this is inaccurate: our checkout process provides multiple opportunities to review the details of an order, and displays multiple disclaimers that tickets may be above face value. When a customer selects tickets, they are led to a Login page that displays a detailed summary of the order on its left 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 breakdown that displays the individual ticket costs, individual 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. 

Because tickets listed for sale on our site are owned by individual sellers, sellers are notified as soon as an order is placed. This means we must ensure all of our policies are fair to both customers and ticket sellers, and enforce an “all sales are final” policy—a standard policy throughout the industry. These facts are described in detail in our FAQ and Sales Terms (www.vividseats.com/terms.html), as well as during checkout, where the following message is displayed above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." These messages would have been clearly visible to *** *********** before she submitted her information and finalized the order.



Though *** *********** requested to cancel within a day of placing her order, we had already committed to obtaining the tickets from the seller on *** ***********’s behalf, and these tickets had already been emailed to *** *********** and downloaded via an IP address closely associated with the billing address she provided at checkout. For this reason, we are unable to honor her cancellation request and provide a refund. However, we have offered to assist *** *********** with reselling her tickets through our site at no additional cost. If *** *********** wishes to pursue this option, we encourage her to contact a member of our customer service team. As it stands, we consider this matter closed.



Regards,
Vivid Seats

12/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ORDERED 2 TICKETS AND WAS CHARGED FOR 6!!!!!!

Desired Settlement: TO BE CHARGED FOR MY 2 TICKETS ONLY

Business Response:

Thank you for reaching out to us.

As always, we at Vivid Seats appreciate the opportunity to address any 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.

While there may have been some initial confusion with the number of tickets of *** ************ order, Vivid Seats has reached out to *** **********, and both parties have found an amicable resolution. We consider this matter resolved—and we hope that not only will *** ********** enjoy her event but also consider Vivid Seats for her future event ticket needs. If *** ********** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team. As it stands, we consider this matter resolved and hope that *** ********** enjoys the show!

12/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought extremely expensive tickets from their website, labeled "orchestra" and NOT labeled as "obstructed view" in any clear or visible way. When I complained, they showed me that I could have clicked on a yellow bar or a tiny empty box to obtain this information, but how would I know to do this? They tell me that the information was contained somewhere in the final review before purchase, but I can not longer see this to verify. If it was there, it must have been quite obscure; I did not see it, and I did carefully review the order. Moreover, the designation "orchestra" doesn't normally include "orchestra sides" seating, so I didn't realize this was even a possibility. I thought we were in orchestra center, which the price of the tickets would certainly suggest! I tried to contact them immediately after placing the order, when I saw the E tickets and realized that the seats were on orchestra side and obstructed. But they were not reachable by phone or by chat, so all I could do was email. They responded, but have offered only a $100 refund on what was a $2500 order that I would never have placed had accurate information about the seats been offered in anything but hidden or otherwise obscure places.

Desired Settlement: I would be happy with either of these outcomes: 1) Full refund; 2) Seats that are actually what I thought I was getting - in the center orchestra up close - on that date or another when I could possibly attend, which would have to be negotiated. This is complicated by the fact that I also bought a third seat by separate order for the same performance, which I of course would never have purchased had I not been misled in purchasing the first two tickets. At the very least, I want to warn other people not to buy from this company.

Business Response: Thank you for reaching out to us. We regret to hear of Ms. ******’s dissatisfaction, but we appreciate the opportunity to address her concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.



Ms. ****** claims that she did not receive the correct tickets/tickets for seats in the section that she requested. However, this is inaccurate; when Ms. ****** selected tickets to her event, she chose tickets marked in the Orchestra section with a partial view. Because the sellers who list on our site do so independently with a limited stock of tickets, and neither Vivid Seats nor the sellers can predict the order in which those tickets will sell, we can guarantee seats only by Section. As the above description shows, the listing Ms. ****** selected specified that her seats would be located in the Orchestra/partial view section but with no specific guarantee of area. As she has admitted in previous statements, the tickets Ms. ****** received were for seats in Orchestra/partial view —well within the section she requested when placing her order.



Because our customers purchase tickets listed by individual sellers, 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 policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). Meanwhile, our checkout page displays the following message 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 U.S. Dollars. All sales are final." This notice is then followed by the order total, listed in bolded text. These messages would have been clearly visible to Ms. ****** before she submitted her information and finalized the order.



Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process—from a notice on every ticket page to a sales terms statement displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Additionally, all sellers on our site are notified as soon as an order for their tickets is placed, which means we are unable to cancel orders or offer refunds. Ms. ****** was made aware of this fact, and made an educated, conscious decision to purchase tickets from our site. If Ms. ****** has any further questions or concerns, we welcome her to reach out to our customer service department, but as it stands, we consider this matter closed.



Regards,
Vivid Seats

Consumer Response:


Complaint: ********

I am rejecting this response because:

Vivid continues to incorrectly state that my complaint is in regard to not getting the correct tickets for seats in the section that I requested.  They continue to repeat that the tickets were clearly marked as having a partial view, that I was given what I agreed to purchase based on the clear information that they insist I was provided.  However, my complaint is precisely that I was NOT provided with this information in any clear manner at all.  NOTHING I SAW WHEN I AGREED TO PURCHASE THESE TICKETS INDICATED THAT THERE WOULD BE A PARTIAL VIEW.  When I talked to a service representative about this matter, she kept insisting that I had "chosen" not to look at the information that the seats had a partial view.  I did NOT make any such choice.  She showed me where the information would have been available, had I known - namely, had I intuited that clicking on the yellow line would take me to a place that offered this information; or that clicking on a small, faint empty box would have taken me to a place where this information was available.  But I had no idea that I was supposed to click on these graphic elements, and nothing told me in words that I should.  I most certainly would have looked, had I known that there was more information available.  I would never have purchased such expensive seats for a partial view, had I seen this information.  I am not holding the seller responsible for this matter.  They apparently provided this information to Vivid when they listed the seats.  Vivid chose to make the information available to buyers in a way that was so hidden, buyers like me will not be able to see it until after they've made the purchase and it's too late.  I tried to call Vivid immediately after making the purchase and receiving the E-tickets, when I saw on the tickets that they were for a partial view.  But I was not able to get ahold of anyone for many, many hours after the purchase.  And since then, they have continued to insist that I bought these tickets with clear knowledge of the fact that they offered only a partial view, and therefore have no basis for complaining after the fact.  THIS IS NOT TRUE. 
Sincerely,

Sandra ******

12/4/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/1/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Nov 1 2015 I bought 3 tickets for the Radio City Christmas Spectacular for Nov 28 for the 1130 show. It was not until the tickets printed out that I noticed the date on the ticket was for Nov 29 also the issue date stated Jul 1, 2015.That seemed odd because i had just purchased the tickets. (No where at the beginning of the process was there any indication that this was a site where consumers can sell their own tickets ) I immediately called the # for vivid seats which is automated. It instructs you to go to the support at vivid seats.com which I did. I explained that the tickets I had chosen were incorrect they were for the wrong date . When the tickets printed out is when I saw the wrong date . They responded in an email shortly after and was told there was nothing they could do. So I called the # again and this time was able to speak to someone and was told I could put the tickets back on their site for a service fee of 10%! I think this is outrageous When I ordered the tickets at the beginning they were for the 28th. They wouldnt even exchange them for the correct date. stating all sales are final. I wouldnt have a problem if they gave me tickets I purchased. I have reviewed some complaints of vivd seats and there are quite a few where this happens.

Desired Settlement: I will be in New York City for only one day so the tickets for the Sunday show are of no value to me. If they would exchange the tickets for the date I requested or refund my money so I can purchase ticket through a reputable vendor.

Business Response:

We appreciate the opportunity to address Ms. ********** 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. ******** claims that she did not receive the correct tickets that she requested. However, this is inaccurate; when Ms. ******** selected tickets to her event; she chose tickets marked for November 29, 2015. Our system is unable to switch the dates while you are looking at tickets within a specific event and is manually selected by the customer before checking out. If you were looking at tickets for November 28th there would have been no way for our system to then switch to November 29th.

Our customers purchase tickets listed by individual sellers, so we are unable to offer refunds and must enforce an “all sales are final” policy—a standard policy described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html). Meanwhile, our checkout page displays the following message 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 U.S. Dollars. All sales are final."" This notice is then followed by the order total, listed in bolded text. These messages would have been clearly visible to Ms. ******** before she submitted her information and finalized the order.

We show that Ms. ******** had successfully listed these tickets for resale on our marketplace but it has since removed. We hope that Ms. ******** was able to rectify her situation. If Ms. ******** would like to speak about this order further we welcome her to contact a member of our customer service team. As it stands, we consider this matter closed.

12/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vivid Tickets has a very unethical and misleading sales platform where they take the Credit Card information and immediately charge tickets without a final confirmation screen. There are many complaints about the issue, as seen on BBB and online, dictating the same issue. I was under the impression that I was being charged a certain amount (around $200), and that I would see a final total price, but I was immediately charged nearly double what I thought I was paying. Screen 1, you select tickets and it appears as if you are getting 2 tickets for 1 price. Screen 2 you put in login info. Screen 3 you select credit card and then input the information and it apparently skips to screen 4 and fully confirms your order without a chance to check the final amount. I was concerned when I saw the amount and immediately called their customer service line immediately and got no answer. I called again, no answer. I emailed customer support as the phone line suggested and explained that I was overcharged by the online ordering system and that I could not afford to pay the price that I was charged, and needed to remedy the situation. I got a call a few hours later. I dealt with them over customer service calls and a supervisor explained that there is nothing wrong with their screen, but I did not understand it. I explained to her that I was the process is misleading and unethical, and that I feel as if I was charged a fraudulent amount (double what I thought I was paying) and she informed me that she could not cancel the order or refund the ticket values, despite the concert being in 5 months. The tickets are also not being shipped until April. At the end of the day, I just want to cancel the order. I have never dealt with a business that tricks their customers into purchasing and not wanting to refund or do the right thing when it is their system that is misleading people into higher charges. Please help.

Desired Settlement: I would like for Vivid Seats to refund the full amount, cancel the credit card charge, or just cancel the order in general. The seller isn't even shipping the tickets until April 2016... They have offered me $85 back (in 3-5 business days). They explained that this is ALL of their profit and that is the all they can offer me, but it is still double what I thought a ticket costs! I really just want to cancel my order and get a full refund.

Business Response: Thank you for allowing us to address Mr. ********* concerns. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchase 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. Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, 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."" These messages would have been clearly visible to Mr. ******* during the purchase process.

Mr. ******* has also expressed disappointment that his tickets have not yet arrived, but that we continue to ensure their delivery prior to the event. Our records indicate that the seller provided an estimated ship date of April 8th, 2016 for this order. While many tickets are available to ship as soon as the seller confirms the order, tickets to certain events, such as concerts, may not be released by the box office until closer to the event date. Before placing his order, Mr. ******* was informed that the requested tickets might not be delivered until just a few days prior to the event. In Mr. *******’s case, the venue has not yet released the requested tickets to the original purchaser.


Vivid Seats maintains that Mr. ******* was not misled about the nature of his tickets, and we are unable to provide a full refund. However, we have offered to refund a significant portion of the service fees associated with his order as a one-time courtesy. As this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensation. We encourage Mr. ******* to reach out to our management team with any further questions or concerns.

12/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When utilizing the company's website to purchase concert tickets, somehow 4 tickets where selected. I must of hit proceed which was completely accidental/non-intentional. I immediately contacted customer support and advised them of the issue. They told me that there was nothing that they would do even though this was based in confusion/accident. This is a predatory business practice.

Desired Settlement: Refund of charges. This is an outrageous charge with little to no help from customer service

Business Response: Thank you for allowing us to address Mr. ******* concerns. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchases, 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. Because this process requires multiple checks and the entry of private, personal information, it cannot alter the customer's order in any way.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. And, 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."". These messages would have been clearly visible to Mr. ***** during the purchase process.

Vivid Seats has reached out to Mr. *****, and both parties have found an amicable resolution. We consider this matter resolved—and we hope that Mr. ***** will consider Vivid Seats for his future event ticket needs. If Mr. ***** has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.

11/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased two tickets from vivid seats for the price of $362.89. These tickets were supposedly ******'ed to me and I never received them. After reporting this issue, I was contacted by Vivid and ******. After being interrogated by ****** for 30 minutes ,and being asked if I checked the other 800 units in my apartment complex.... I assumed the situation was handled. Now, I receive a call from Vivid today exclaiming I will not be refunded my tickets and they will now not be sending me replacement tickets. After countless times of trying to communicate with Vivid through there online chat system. It appears that they are going to steal from me. Buyer Beware

Desired Settlement: I want my TICKETS!!

Business Response: Vivid Seats has reached out to *** ***** and both parties have found an amicable resolution. We consider this matter resolved—and we hope that *** **** will consider Vivid Seats for his future event ticket needs. *** **** has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.

11/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On November 9, 2015, I used Vivid Seats' ***** ***** Marketplace to purchase tickets to Dead and Company at the Broomfield Events Center on November 24th via the ***** ***** application for the iPhone. Upon locating the event I was looking for in the 'Buy Tickets' section of the application, I was presented with a list of available tickets and their prices. I made my selection for 'Floor GA' seats, listed at $125 each for two tickets. The confirmation page showed the exact same details and I confirmed the purchase. Several minutes after making my purchase, I received a confirmation email with a link to my order invoice. Upon reviewing the invoice, the seats I was actually given were not the ones I had purchased. Instead of receiving GA floor seats, I was given two actual seats in the far corner of the venue that no person in their right mind would purchase for $125 ($150 after the ridiculous 23% fee which is not specifically part of this complaint) when better seats were available for far less money all over the arena via ***** *****. I called ***** ***** to have the issue taken care of immediately upon receiving the confirmation email, figuring that the problem would be obvious given the prices of comparable available seats and the fact that the order had been placed no more than twenty minutes prior. I spoke to a person named Russell, who claimed to be the call center lead, who told me simply "that's not how the application works" and refused to disclose the name of his superior or any further action I could take prior to hanging up. On a subsequent attempt to discuss the matter with ***** *****, a gentleman named ***** was contacted, who claimed to be the actual Call Center Manager. ***** claimed that he could pull records showing the confirmation screen I was presented with but would not send me a screen shot, instead telling me that it would have to be demanded by subpoena by an attorney. He offered to let me relist the tickets and waive the seller fee, but this was not an acceptable answer given the fact that the issue was caused solely by an error in the ***** ***** iPhone application or the server on the other end. I should not be responsible for taking such a risk where I may not recover any money, while the money I originally had earmarked for tickets to this performance is tied up, preventing me from purchasing new tickets, due solely to the actions of Vivid Seats. Further, my hands are tied as far as submitting a fraudulent charge dispute with my credit card company, because if for any reason they adjudicated the matter in favor of Vivid Seats, the event would have already taken place and I would be out both the money and the tickets. I feel that Vivid Seats is well aware of this fact, and thus feels no obligation to assist a customer who they have done wrong by simply due to his/her lack of recourse in the matter. As of now, I have no option but to relist the tickets for sale on ***** ***** and have done so, but they will likely not sell for the purchase amount due to the large margin between what these tickets 'cost' and others that are available in the same market.

Desired Settlement: I would like for Vivid Seats to simply give me the tickets that I actually purchased or issue a timely refund of the entire purchase amount (timely enough for me to purchase the tickets I actually want before the show).

Business Response: Looking into *** ******* claims, we have concluded that *** ***** has not placed an order with Vivid Seats. Our company has no record of an order or phone call with *** ******. Also, the person *** ****** mentioned he spoke to on the phone is not an employee of Vivid Seats. This person told *** ****** that they would be willing to relist his tickets without the seller fee. However, our reselling service does not require a fee to list tickets for sale. We recommend that *** ****** reaches out to the company where he purchased the tickets for any further concerns.

11/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sold tickets on 10/29/2015. They received payment for the tickets on 11/2/2015. I was told I would receive my money no later than 11/12/2015. I called today, 11/17/2015 inquiring where my money was. An employee was not sure and said she would check. She came back and indicated they would not send my money no sooner than 90 days prior to the event. I looked on the website and the website states 7-10 business days or approx 4 months prior to the event. This event is being held 3/12/2016. They stated they have a new policy that it is 90 days prior. I said I can't find that in writing and I was told on the phone it would be 7-10 business day from date of sale. They said they changed there policy. I asked when and why is it not in writing. They said they can change there terms any time. I indicated had I known, I could have had the opportunity to sell these differently and nowhere does it state the 90 days prior.

Desired Settlement: I want my money they have for what I sold based on I was not aware of the terms they are claiming is "new". At time of transaction, I was told 7-10 business days. On the website as of right now, it states Typically, you can expect to receive payment 7-10 business days after our system has recognized that the tickets have been delivered to the buyer. Please note, *** Sellers with sales for events many months away will not receive payment until approximately 4 months prior to the event, providing that the tickets have already been delivered. Or I would like refund for what they sold me. I had to cancel the tickets and turn around and resell them. And it has been a nightmare. I found out 2 days later I had to cancel, whereas, my daughter is in a competition.

Business Response: Vivid Seats has reached out to *** *******, and both parties have found an amicable resolution. We consider this matter resolved. If *** ******* has any further questions or concerns, we welcome her to contact a member of our customer service team.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

11/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Immediately contacted Vividseats to get this canceled and they refused

Desired Settlement: Full refund

Business Response: Vivid Seats appreciates the opportunity to address ********* concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.

As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders.  The 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. And, 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.  

*** ****** agreed to the purchase and our sales policies. We are not able to cancel the order. We spoke to *** ****** before the complaint was made and offered a resolution that *** ****** declined. If *** ****** has any further questions or concerns regarding this or any other order, we welcome her to contact us.

11/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets through Vivid for two tickets to the ****** ***** concert at the GA Dome in Atlanta on 10/24/2015. When my wife and daughter presented the tickets at the gate and the tickets were scanned the gate person said they had already been used by someone else and were worthless. This happened at two different gates.

Desired Settlement: I want a full refund to my credit card.

Business Response: Vivid Seats has reached out to *** ***** and both parties have found an amicable resolution. We consider this matter resolved—and we hope that *** **** will consider Vivid Seats for his future event ticket needs. If *** **** has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.

11/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased tickets from this vendor via Vivid Seats App from my Iphone. We were intending/under the impression we were purchasing Jan 16 tickets to the ***** ****** concert here at the BBT Center in Sunrise, FL 33323 . WE LIVE IN SOUTH FLORIDA (NORTH LAUDERDALE). Vivid Seats sent me tickets to SAN JOSE, CALIFORNIA! I DO NOT LIVE, NOR WISH TO GO TO A CONCERT IN CALIFORNIA. I have been on hold now for 1 hour and 39 minutes waiting to speak with a manager

Desired Settlement: The business should accept the fact that we did not get the correct tickets. we wish to get a refund or get the CORRECT venue tickets for South Florida concert. ***** ****** concert Jan 16 at the BBT Center in Sunrise, FL 33323.

Business Response: Vivid Seats has reached out to *** *** *****, and both parties have found an amicable resolution. We consider this matter resolved—and we hope that *** *** ***** will consider Vivid Seats for his future event ticket needs. If *** *** ***** has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.

11/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is in reference to order #******* with Vivid Seats. Several weeks ago I ordered 2 tickets to the Auburn/Ole Miss football game to be held on Oct.31, 2015 through Vivid Seats via their internet site. Numerous seats were offered in a variety of locations and prices. I wrote down several options to discuss with my Mom. She is 85 and an avid Auburn fan but has not been able to attend games for several years. We decided that if we were going to go to the physical effort to attend a game, we would pay for good seats. We selected and ordered the offered seats in Section 32, Row 38. We are very familiar with Jordan Hare Stadium and the ability to see the football plays from various locations in the stadium. We chose these seats because they were higher up than most of the other seats and would offer a better view of the whole field as the football plays developed. I paid Vivid Seats $575.43 for these two seats. (this amount included all their add ons) On Tuesday, October 20, I received some football tickets from Vivid Seats, but they were not the seats I ordered. The seats they sent were much lower, down on Row 16 of Section 32. Row16 does not afford the superior sight lines of the whole field as Row 38 does. We paid more for seats higher up and did not get them. I did not write down the base price of the seats I purchased (Vivid Seats will have that information), but I did make a list of other seats base prices in Section 32 in order that I might discuss with Mother which ones we wanted to buy. Seats one row up (Sec 32, Row17) from the ones we ordered were selling for $225 on the day of purchase, while seats one row up (Sec.32, Row 17) from the seats they sent were selling for $186. All I want is to be able to take my mother to the Auburn ballgame and sit in decent seats. I thought I had arranged that when I placed my order with Vivid Seats. The seats they sent were worth less and are inferior to the seats I ordered and are not acceptable. I heard back from my email inquiry regarding this issue on Wednesday night. Customer service basically said that they had provided equal seats per their 100% Customer Satisfaction agreement and if I did not like the seats I got, I could sell them. This is in no way satisfactory. I will be happy to forward all correspondence with Vivid Seats to you if you will provide me with an email address. I don't think I am in any way being unreasonable in this matter and I sincerely hope you can help me resolve the issue. All I want is the tickets I purchased, equal seats to the ones I purchased (these must be row 29 or higher in a comparable section) or a full refund of my $575.43. By the way, I have attempted several times to contact them by phone. Email was the only option.

Desired Settlement: Replacement tickets of equal or greater value located in a Section comparable to Section 32 and on Row 29 or higher or a refund of the full purchase price ( $575.43). In the case of a refund, I will be happy to return the unwanted tickets. In the question above my desired settlement category is satisfactory replacement or refund.

Business Response: Ms. ***** purchased tickets that were automatically upgraded by the seller before delivery, but we are confident that resulting seats were, in fact, upgrades from the original section and row. The order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html). These terms, which are clearly visible on our website, state: "Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets described. Vivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer available. Definitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats." This upgrade policy is reiterated in our 100% Buyer Guarantee and FAQ page.
Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellers. This means that tickets purchased on our site are subject to change and not guaranteed to be part of a specific section, and Vivid Seats is not made aware of such arrangements ahead of time. The change that was ultimately applied to Ms. Rimel’s order moved her from row 38 to row 16, which moved her closer to the action and was therefore considered to be an upgrade.


In the scope of customer satisfaction, Vivid Seats has reached out to Ms. Rimel, and both parties have found an amicable resolution. We consider this matter resolved—and we hope that Ms. ***** will consider Vivid Seats for her future event ticket needs. If Ms. ***** has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.

11/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vivid Seating failed 3 major things that affected the billing I received. 1. Prices fluctuate based on how many people are viewing tickets. There is no mention of this anywhere on Vivid Seat's website. This is never mentioned at any time to the customer. Current prices are half of what I paid for tickets less than 24 hours ago. This is my main issue. I understand that as quantity decreases prices increase. Vivid seats advertise that they have the best prices. This is simply not true and false advertising. 2. When purchasing tickets from ticket master or other competitors you are bale to purchase the desired seats that you want. Vivid only provides sections to choose from. Row 17 (which I got) is not worth the same as row 1. Pricing works in Vivids favour. 3. Failure to clearly state that prices are in US. When purchasing tickets to a concert in Canada it makes that the prices would be in Canadian. This charged me an extra 30% based on conversion.

Desired Settlement: I want the prices that are posted today. Not the inflated price that I paid yesterday. I have been monitoring prices the last couple of hours and they haven't changed. I have a screenshot saved for the price of $227. This is what I want to be my price. I am willing to pay the email delivery fee, the service charges and delete my negative reviews that I have written on public forums and social media. To summarize, I want my bill decreased from the 1829.91US to (227*4) + (55.93*4) + (3.95*4) = 1147.5m

Business Response:

Vivid Seats appreciates the opportunity to address Mr. ********* 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. We have reached out to Mr. ******* and have come to an amicable resolution, through no fault of our own, which we will explain below.

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.

Mr. ******* also stated that certain details of his order, including the prices being in U.S. Dollars were not disclosed in advance. This is inaccurate: our checkout process provides 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 summary of the order on its left 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 breakdown that displays the individual ticket costs, individual delivery and service fees, and the total charge highlighted in red. There is also a message displayed above a box that customers must check to authorize the purchase that states: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final." These messages would have been clearly visible to Mr. ******* before he submitted his information and finalized the order.

As stated above Vivid Seats has reached out to Mr. *******, and both parties have found an amicable resolution. We consider this matter resolved—and we hope that Mr. ******* will consider Vivid Seats for his future event ticket needs. If Mr. ******* has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team.

Consumer Response:


Complaint: ********

I am rejecting this response because:

A Customer service agent and myself came to a mutual agreement. 
Please disregard this complaint as I will delete it. 

Sincerely,

****** *******

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Vivid charged my credit card never got me the tickets. Lost in small claims court over 2 months ago and still has not refunded the amount.

Desired Settlement: send check for 2470.29

Business Response: We have provided a full refund. 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

Vivid rejected my request for a full refund.  Instead forcing four trips to the court house that resulted in a judgement of a full refund plus court costs.  The time to offer a refund and call it square has passed.

Sincerely,

******** ****

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the vendor and notified them I did not authorize the purchase of tickets. They called me numerous times with direct call back number. One manager did get ahold of me by phone and basically stated their system is fool proof and there's no way the tickets were purchased by mistake. She said she would refund me a service fee. I told her I did not make the purchase, I do not want the tickets, and she refused. I told her I would seek legal advise then as they are unwilling to work with me over a fraudulent purchase.

Desired Settlement: A full refund that was deducted from my account of $107.08.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to see the chargeback to my ****** account. I keep getting told my bank needs to initiate the chargeback. I am not being helped at all by this company. I was recently informed that my personal information was compromised through my wireless phone company. So I need this money refunded ASAP so I can correct the damag