Report: #1139683

Complaint Review: Vivid Seats

  • Submitted: Thu, April 17, 2014
  • Updated: Thu, April 17, 2014
  • Reported By: Aloha State — Honolulu Hawaii
  • Vivid Seats


Vivid Seats Tickets sent were not in the same section, nor comparable, nor better than what I ordered but they insisted I was upgraded. Not! Internet

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I received tickets for the Bruno Mars concert that were different from what I ordered and the Live Chat agent (Catherin Gilbin) immediately assumed I was upgraded just because they were closer to the stage, without looking at the seating chart. I told her that the reason I specifically chose those tickets over something that was even closer than what they gave me was that I was short and there was a kid in my group, and the aisle in front of my ordered seats would have helped us see and enjoy the artist better. She then started quoting the terms and conditions, etc. etc that was meant to protect only the company and not the customer. I then asked to speak to a supervisor.

The supervisor who called me, Sheanika, wasn't very sympathetic either so I asked to speak to a manager. She did offer to refund some of the charges.

The manager who called, Jessica Kaminki, was even more unsympathetic. [continued below]....

..... Basically, she said they were within their rights to upgrade me. And they define upgrade, not the customer. She said they can send me "upgraded" tickets at their discretion and there's nothing I can do about it. If I didn't like my "upgraded" seats, then too bad because I gave them the right when I agreed to the terms and conditions. She offered to send me a $50 coupon to use for future orders. She must be kidding right? To think that I would buy again after this. I mentioned that Sheanika offered to refund me $85 of the service fee and I told her to go ahead and do that.

During this conversation I asked her several times who she reports to and she refused to give me any name. She kept saying that there's nobody else that I can speak with, immediately assuming that I want somebody else on the phone. What I wanted to do was call at a later time to speak or even write a letter to a higher level manager or even the owner but Jessica Kaminski repeatedly said there's nobody else in the building who can or will change their policy. Really? At this day and age of facebook and twitter?

What she didn't do, which is also in their terms and conditions, is carefully investigate my complaint. She insisted there's no difference between Row 15 and Row 17 in the Neal Blaisdell Center arena. Well, unfortunately she hasn't been at the venue and she cannot understand just by looking at the chart.

This is my first experience with Vivid Seats and based on the above, I definitely would not buy again or recommend them to anybody else. They need to change their policy and stop making the blanket assumption that closer means better, just as bigger doesn't mean better! The venue configurations and the seating charts help determine what's better, not Vivid Seats.

The least they should do is add another step to the ordering process, to ask the buyer if the replacement tickets are acceptable, since "better" or "upgrade" is a relative term and the buyer should have a say, instead of getting surprised, like I was. In my case, it wasn't a pleasant surprise.

Lastly, they should train their managers to be more accommodating and open-minded, instead of just saying there's nothing I can do or will do at this point. Giving me $85 back doesn't offset the inconvenience. I paid premium price for the seats that I ordered because it was the front row of that section. The replacement seats that they sent me was priced lower in their site and all other sites.

Speaking of other sites, the other secondary ticket sellers out there will be glad to get my business if Vivid Seats doesn't care.

I wish I checked out before I bought from this site.

Thank you!


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This report was posted on Ripoff Report on 04/17/2014 01:01 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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