Viagogo
Reviews and Complaints

I placed a purchase order on 11 June 2017 for three GOT7 ticket (Asia World Expo in Hong Kong on 1 July 2017), my credit card was deducted for HKD 6, 998 and a "Order Confirmed" appears on my phone. I however have not received the confirmation email nor the tickets

I logged in with my two usual email address but the purchase order is missing from my accounts. I tried to follow up on three consecutive days but the service from Viagogo is so bad that you could only post a general enquiry with preset choice of parameters on their website. They don't even have a space for you to fill out and explain what the issue is.

Although Viagogo did reply by email, they contained contradictory information, one said I ordered with [protected]@live.hk, the other one said I ordered with [protected]@student.cis.edu.hk I wonder if they really spend any time checking on it. And of course nothing was found when I tried to login again with these email address.

They have a phone number for customer service in Hong Kong but when called, I was asked to input an order ID (which of couse I do not have because I have not received the confirmation email). When you did not input a correct order ID, the recording message just asked me to go back to the website.

It is so frustrated that I have the money deducted but never ever able to have an effective way to reach someone at Viagogo for a seemingly very easy problem to resolve it. It is a disgraceful service.

I hope they could see this message and get back to me with a proper email address of their own such that at least I could communicate with them for a follow up.

I have sold my tickets for a event on 1/06/2017. I'm still awaiting payment. I've constantly emailed . I either don't get a reply or they send me the same generic email. They refuse to allow me to talk to them on the phone. I've never received such disgusting service in my life. I simply want payment for my tickets. I will make sure everyone knows not to use this company

Bliss n eso -6 tickets, wed, 28 june 2017 19:00
The enmore theatre, sydney, nsw, australia
Section: dance floor
Order placed-14/04/2017
Order id-[protected] total price-a$710.09
I purchased these tickets for my sons to attend a concert in sydney which is 1000 km away as we thought we were going to visit their grandparents. Trip to sydney changed and I had other commitments and was going away and saw that I could resell the tickets. Listing id: [protected] listing created: 04/06/2017 and the next day I was notified that the tickets could sell and I sold them for about$550.00 (Can’t remember exact amount as I can’t access my sales anymore). I sold them at a loss but was happy to help someone else go to the concert, I noticed viagogo got some money there for a fee even though it was stated that no fee would occur. I live in a remote area in australia and we only get our mail 2 days a week. I thought it best to change to the delivery address to rodney magazinovic unit 9 fifteen francis street east sa n adelaide 5006 australia. This was the address of the buyer that you gave and in your questions and answers it stated that I could change delivery address. I received an email on 7th june asking to send tickets to the buyer within the next week. I emailed back and said I haven’t received tickets yet. I received an email on the 11th june reminding me to ship tickets within next 72hrs. I emailed back and stated that I have not received tickets. I received an email on 14th june why I haven’t ship tickets and failure ship the tickets may result in cancel of sale and replace the tickets for the buyer, which may occur a fee. The only answer I could give was that I hadn’t received tickets yet. Never once could I track order. I had changed the delivery address so that they would go to the buyer, so I assume he had them already. I kept trying to tell you with my numerous attempts to get customer support and I had no result. On the 14th june I received another email asking if I was travelling to concert and to be assured we are tracking the status of the order and that I receive the tickets in time for the event. So I assumed you cancelled my sale, but you didn’t notify me of this. I contacted viagogo 16th june, very distressed 5 times; they respond that they will get back to me soon, never did. I tried all questions to try to contact you. I pressed report problem, (This was a mistake), and straight away my sales information was gone I had no access and I was blocked from contact. So it looked to me that I still own the tickets and richard in adelaide has them, but where are they, I asked them to send to adelaide, did you send them to him and if so why am I been asked to send them there. On the 19th june $263.00 has been taken out of my bank account why. I emailed 21st june asking why I haven’t received tickets. I try to contact and only get a thank you and we will respond soon. I have had no response to my problem. I have a mental illness which has me thinking nothing but this problem, day and night, this problem has affected my work, sleep and stress levels, i'm crying now. You may notice by the manic way I have tried to contact to resolve the problem. I’m in debt and can’t afford this. Do I still own the tickets and if so, where are they and why do you not allow me to sell them to someone else who can go. I can’t do anything now.
I want the $550 promised when I resold them and I definitely want the $263.00 that has been taken out of my account without consent. I will contact my bank about this today. You cannot penalise me for your bad service. I never received any tickets and I changed delivery address to the buyer as you stated that I could, so it makes sense that I didn't receive them. Simple. Give me back my money and I promise you I will never deal with viagogo again.
Lynne hetherington

Hello,
My order ID is [protected] and I placed it on 7.6.2017 . I bought it for Cirque du Soleil-Kooza which was supposed be started on Sunday, 11 June 2017 at 17.00, Under the Grand Chapiteau, Perth, Australia. But, the organizer cancelled the circus show on that day without any prior notice. They informed me that I shall get refund directly into my bank account from you. Still I didn't get any refund from you, even a single email regarding this.
Can you kindly take necessary steps to give my money back? My email ID is [protected]@OUTLOOK.COM. I have an image for your kind convenience.
Thanks in advance.
Regards,

Abid

Viagogo had not provided me of payment for tickets I sent through their corridor service.
They have not kept me informed as to why.
They fail to respond to my emails 95% of the time.
I registered 2 to UB40 tickets to viagogo for them to sell. The delivery man picked the tickets up to deliver along with 4 other tickets for a different destination (which were delivered).
Viagogo will not pay me for the 2 tickets I gave to them.
They are purposely withholding my money because the website is a scam site.
I am taking legal action along with 7 other people in the same scenario.

Regards
Kal Karrara

Dear Sirs

Re: Order Number: [protected]
Stereophonics concert on 25th July 2017 at Plymouth Pavilions
Missold tickets – refund due in the sum of £431.41

I regret to inform you that Viagogo has missold four tickets to me today at a total price of £431.41 regarding the Stereophonics concert that is due to take place on 25th July 2017 in Plymouth. The relevant order number is [protected]. I am therefore writing to notify you of my order cancellation and request that you make the full refund due as a result.

When commencing the booking procedure this morning (i.e. 20 June 2017), your website advertised the tickets to have a “face value” of £38.50. However, when I came to “Step 4 Review” section of your website to ascertain the final overall cost and check whether details entered were correct, and generally decide whether to finalise the booking, that was the first time that I was informed that the true value of the tickets at £107.85 each, an extortionate additional sum of £69.35 per ticket, totalling £431.41 which was apparently in relation to the “delivery fee, VAT, and booking fee.” That was also the first time that I was informed that the order had already been made, and could not be cancelled. However, at that section of the website, the ten minute clock was still counting down as if the purchase were yet to be made. If I had been informed the true total cost of the tickets before purchase, I would certainly not have proceeded with the purchase. The total cost is obviously key information when considering any purchase or sale.

In addition to the above, your website purchase method is unnecessarily aggressive as well as misleading. There were repeated reminders flashing up that tickets were selling very fast, with apparently only a handful remaining available, and that my place in the queue would be lost if the purchase was not completed in the slim window of ten minutes.

Since the above I have noted that Viagogo’s website states, in a very remote location, that “all orders are final.” That is entirely unreasonable, especially given the missale that has taken place as outlined above. In addition, whilst you allege a customer can re-sell their tickets on your website, it is not possible to obtain a full refund via that method, not only because the tickets are already vastly overpriced, but also due to the additional “seller’s fee” and additional “VAT” that will apparently be charged by Viagogo.

I also was not aware that Viagogo was a secondary ticket website until after the above took place. It has therefore come to light that Viagogo has also failed to:- (1) inform me of the fact that Viagogo may not be the actual seller and, if that transpires to be the case here, (2) provide me with the true seller’s identity and geographic address prior to the above mentioned purchase being completed.

It therefore appears that Viagogo have breached the Consumer Rights Act 2015, Consumer Protection from Unfair Trading Regulations 2008, and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The Competition and Markets Authority and the law generally clearly state that companies such as Viagogo should provide correct, complete and transparent information before a purchase is made. Businesses not providing that information could be in breach of consumer protection law.

I have been informed that back in or around February 2017 similar issues arose with an Ed Sheeran concert, which your spokesperson claimed to be due to a website “hiccup” or “glitch.” It appears that your website “hiccup” remains unresolved in light of today’s events. Your spokesman also stated that anyone affected in similar circumstances will be refunded in full.

Given the timescales involved and the above mentioned circumstances, you will no doubt be aware that I am entitled to now cancel my order with Viagogo. Please therefore accept this email as my notice of cancellation.

In addition, it is only reasonable in the circumstances for a full refund in the sum of £431.41 to also be made to me within the next 14 days. That is in accordance not only with the full refunds you have provided to previous customers, but is also the refund to which I am entitled by law as referred to above.

I would be grateful if you would by 27 June 2017 acknowledge in writing that my contract is cancelled and also provide written confirmation that a full refund of £431.41 and any other sums charged will be provided to me by 4 July 2017, without any cancellation charge being raised.

Please note that, if I do not receive the written confirmation and/or the refund requested then I will commence legal proceedings, as well as report Viagogo’s conduct to the Competition and Markets Authority and also the media without further notice to you.

Documentary evidence in support of the above can be provided upon request.

I look forward to hearing from you shortly.

Yours faithfully

Mrs S D Hayward
[protected]@gmail.com

I have tried to contact Viagogo to cancel listing [protected] for Motown the musical on july 15th. I have tried to contact Viagogo by phone and email but never get a reply. Have tried to request a password reset but have never received any email confirming pass word reset. I now want to cancel my account but unable to contact Viagogo to do so ? Does any one have a way of contacting Viagogo ?

Purchased two tickets to the Aegon Tennis this coming Sunday 25th. Apparently tickets were sent with UPS. UPS claimed that they never had the tickets and I should contact Viagogo. Viagogo then haven't got back to me... I can't get through by telephone, they don't respond to emails and if I want to re-sell the tickets through them for the same price I purchased them for, they want to charge me £70. I am appalled by their zero customer service and I am £700 down on tickets I don't have and can't re-sell.

Viagogo lead me to believe that this was the official ticket seller for fleet foxes tickets as they came out at 10am yesterday morning. They were selling 3 lots of tickets all showing where you could be seated in the O2. With pop up messages reading 'you are in a queue there are 11 in front of you' and 'hurry only 1% of tickets left' along with a 7 minute timer urging me to book the tickets quickly, I was convinced that this was the official website. All tickets were being sold for £80 with a £30 fee on top of each. I bought 4 and spent £440 whilst tickets are still on sale for £40 each. I was mislead by viagogo and have been completely conned out of this money. I immediately emailed them to say I wanted a refund when I realised how much the official tickets were still being sold for. They told me the only thing they could do is get me to resell them through their website at a loss of £140 for me. (More than triple the price of 3 tickets). I can't believe they are allowed to do this and that there is no method of recourse especially when I told them within the hour I didn't want the tickets.

We were due to see Ricky Gervais at the Mayflower in Southampton today, Monday 19.6.17 at 7.30pm. During the weekend I received an email declaring you do not have tickets and will be cancelling our event and refunding the money.

I have contacted Customer Support as your website states 100% guaranteed tickets! This is misrepresentation. Cancelling it so close to the event is not acceptable, as explained we are both self-employed and have taken the day off for this event. It was too late by the time we received your email to book things in. I want some kind of compensation and the fact you have had my money for months is totally unacceptable.

This is a terrible service and will be going to the ombudsman if I do not get a satisfactory result of compensation.

I will never use this service again, and you need to remove the 100% guaranteed tickets as this is not correct.

I have not yet received a refund for the above tickets. Viagogo were not able to supply them at the last minute and offered a refund. Not only was my son very disappointed but I have not received the refund and cannot get through to you on any of the phone numbers.
On the web site it claims I have been refunded so I cannot send an enquiry.
Please help!
Wendy Martin

I have tried to sell a concert ticket with them. After confirming I was happy to sell they sent an email saying that o needed to post them today (which is not possible as I am away). Since the email said I had 48 hours to confirm the order I did not think I would need to post them today. When I clicked to 'report a problem' thinking o could explain the situation, I just got a messaging saying the order had been cancelled followed by an email saying my card would be charged £20 (from card details I was told were only required for ID and would not be charged)

My Adelle tix were sold - you asked me to post them - I did but the tracking number couldn't be entered and I couldn't contact anyone to help - tried calling u back and it didn't go through... These tickets to Adele were sent - details below - now the other party have them - they have paid u and I am getting an additional charge - THIS IS SOOO UNFAIR AND REDICULOUS... PLEASE CALL ME - DETAILS OF CANCELATION BELOW - I HAVE NOW LOST AROUND $1000 BECAUSE OF U GUYS NOT CALLING - I NEED YOU TO HELP AND PAY ME WHAT I AM OWED!

HERE IS THE MESSAGE U SENT - AND IT ISN'T RIGHT THE PARTY RECEIVED THE TICKETS AND WENT - I HAVE THE RACKING NUMBER AND PROOF THEY RECEIVED THEM - NOW PAY ME MY $900+

Dear Justin, Unfortunately we have had to cancel your sale 9181945 of your Adele tickets. You no longer need to deliver or drop off the tickets and you can disregard any previous communication received regarding this sale. As part of our listing guarantee, should the sale not be fulfilled, viagogo reserves the right to charge the cost incurred as a result of the order not being fulfilled. In this instance we will hold the sum of AUD133.20 from your future sales payments. Event Information Order ID: 9181945 Ticket(s): Section 145 1, Row 16, (2 Ticket(s)) Event: Adele Venue: ANZ Stadium (Stadium Australia) Date: 11 March 2017, 19:30 Please do not reply to this message, as this email address does not accept incoming email. If you have any further enquiries please visit our help centre. Thank you for using viagogo! Copyright © 2017 viagogo. All rights reserved Privacy Policy | My Account This email was sent by viagogo AG and may contain confidential or privileged information. If you are not the intended recipient, please delete the message, attachments, and notify the sender. viagogo AG is registered in Switzerland under number CH-270.3.014.628-0. Address: viagogo, Rue de Lyon 109, 1203 Genève, Switzerland. Note: this address is not the Customer Service address. Any postal mail sent to this address will take a minimum of 14 days to reply, so please use the contact us link for a quicker response. For Customer Service enquiries, please visit our help centre.

The ticket was sold as 150 capacity,
In Eastnor castle, not specified as outdoor. My parents went as a birthday present to find it outdoor in a field not in the castle with a crowd of 2000. This was a missold ticket, not at all factual to the concert. I demand my money back as they never made the concert due to it being outside on the heat. This was a completely missold ticket at a great expense. We use you're site often and I am very disappointed with the lie you sold. Look forward to your response .
Jason Ridout

Listing number [protected]

Hello

I sent my two platinum tickets for the ICC champions final to viagogo on Thursday after speaking to one of your customer services by courier. Try arrived at 12.37 pm through proof of postage.

I was then told by six people, spanning Friday to Saturday (currently 18:53) that they were about to 'go live' and be able to be sold any minute. They STILL are not active.

I am appalled by the lack of honesty, knowledge and training your staff showed. I am now in a position that I am still waiting to sell my tickets (for a minimum of £1000) and I still can't. I also don't have my tickets either! As I was told to send them to u asap so they'd have 'maximum selling time'

It is disgusting how I have been treated and I would like you to review your logs to see how it has been recorded; with broken promises.

I'm sure a massive company like yourself doesn't care about the odd thousand pound here or there, but to normal families this is our livelihood

I bought 2 x Guns and Roses tickets for Sat 17 Jun. Just before I paid for them a huge amount was added for VAT and 'costs'. I wrote to your office requesting refund under 14 days and was ignored. I have repeatedly been ignored. Consequently I now have the tickets to find I paid £349 for 2x tickets with a face value of £75 each. Fees at 133% of the ticket itself. This is not only immoral but must be illegal under consumer legislation. I would like to have a break down of why this should cost so much and a POC for redress.

Order Number [protected] I was directed to Viagogo site NOT an official site and find I have now paid $747-85 for tickets valued at $329. I want my money back how do I go about this? There are still plenty of tickets available on the official site. This is unacceptable practice and I will pursue this constantly until resolved.
I only became aware of Viagogo bad practice when it was broadcast on New Zealand television. As I do not buy concert tickets that often I had no idea this was a scam

payed for tickets was told would receive no later than 3 days before event had to send 4 emails only got a reply from 1, finally found your phone number on the day before concert and called then to be told don't worry? we are looking into it, had to call back again to be told still looking into it ! eventually got a call back at about 5 oclock to be told had to pick tickets up from a hotel and when we got there joined the queue.I am very upset at my treatment over this especially as we had to pay quite a premium on tickets and got a terrible service not knowing if we was going less than 24 hours from start.
I would like a reply to this email I know I have a 1 in 4 chance of receiving one.

David Birdsall

Hi i am very annoyed and feel very let down by your team. I bought tickets for my sister and I to going and see Giggs at the Southbank centre last Monday. When I first saw the tickets on your site the price given for these were£30 so £60 for two. After check out the price all the sudden had gone upto£100. I was very annoyed by this as there was no warning and to make the situation worse when we went to the concert on Monday the ticket office said they would refuse our tickets because you had sold them for an unacceptable amount and they should have been £30 which is what they were selling then for on the door. I therefore would like £40 refunded to my account please.

I ordered tickets for 18/6/17 for the above concert. Tickets came for 25/6/17. Despite numerous unhelpful telephone calls one suggested we went to the 25/6/17 date. The event was cancelled for 25/6 due to s terror attack at the Manchester arena. I have received no contact re the rearranged date of the June event.
None of my emails have been responded to.

The tickets through Viagogo cost me over £300 sterling. I want to go to the rearranged concert or receive a full refund as the error was Viagogo's