ComplaintsforViagogo

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased 2 sets of 2 tickets to *********************** | The Eras Tour in ****** for 6/21/24. I got the first 2 tickets under order #********* at 22:56 GMT for ******** pounds plus a 3% international fee on my card ($2039.04) in Section 125, Row 1, Seats *****. I saw that there were more tickets available next to them after, so I got ***** for the same price under #********* at 23:01 GMT.I received WhatsApp messages after which turned out to be a scammer (see file below for screenshots). I called Viagogo, and they said it must be a scammer and that they would ban them & remove the tickets. However, 5/14 and 5/15, more tickets in S125 were listed, showing that Viagogo isn't preventing or punishing these scammers. When I spoke with 2 reps on 5/13 11:39pm - 12:08am GMT and 5/14 3:57pm-4:44pm, I was told I'd get new comparable ticket options in S125 or nearby and would not have to pay more money if there was a price difference.However, last night, I received a text with a link to choose new tickets (only for #********* and it only gave me options for 500-level behind stage). I called today at 4pm CST today and spoke with a manager, ****, who said that I can't get S125 or nearby unless they are the same price. This goes against the 100% fan committed policy to give comparable tickets (500 level nosebleeds behind the stage does not fit this policy in comparison to 100 level perfect stage view).We would like to be given 4 new tickets together in section 125, and can also do other sections from 125 - 142 around the front side of the stage. The difference in price should be covered by the seller who scammed (Viagogo collects credit card info from sellers to charge them when these incidents happen) or by Viagogo otherwise since they have continuously allowed scammers on their site. I have spent over 4 hours trying to get new seats and have spent countless unnecessary energy on this issue. The customer service provided has not been acceptable.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was scammed by *******, supposably - it's difficult to pin-down the culprit, though the big kicker was the show was labeled as a coffee shop event and turned out to be an electric-acoustic stage event. Do I dare add the 'd' to "stage?" Wish it wasn't so wrong and even the singer was a stand-in double actor - **** relative or something! WEIRD! Really, maybe she was some dumb over-worked musician performing ***'s music. Because seriously, *** has a touching personality. She wasn't the weird human-element I saw. Seriously, sad.

  Business response

  03/12/2024

  Thank you for the opportunity to respond to *************************************** complaint, BBB case # ********. I sincerely apologize for his experience.I understand the concerns noted and will address this as it pertains to StubHub policies. 
  
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller. 
  
  The contact information provided by ****************** in this complaint does not link to an affiliated account/order. In order for this issue to be resolved or further investigated ****************** will need to provide an order number, or the email address affiliated with the account associated with the issue referenced in this complaint. Once this information has been provided, we will be able to investigate this issue further. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. 
  
  
  Sincerely, 
  
  ******
  StubHub Executive Customer Care 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went to the website *************************************** and purchased 3 tickets for a soccer game in ****, *****. The receipt is attached.The date was for Saturday, February 17, 2024, at 3 pm. I received an email a week later informing me that the game was changed to Sunday, February 18th at noon. I am a tourist visiting ***** and will not be there. So, I tried to sell the tickets on Viagogo's resale platform - it says on the website that you can try to resell them if there is a problem. But then I receive an e-mail saying that you CANNOT get a refund and CANNOT list them for resale. THEY changed the date - not me. I should be able to get a refund or at least try to sell them legally. I paid for a service I did not receive. The bottom of the confirmation email says: "Remember if you have any spare tickets, you can sell them on viagogo."

  Customer response

  03/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Viagogo regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **************************************************************************************************************** I PURCHASED 2 TIX $315 TO SEE ******************************* JAN 24 AT ******* ****** IN ***********. THE *** SIGHT PROMO ****** AN ENCHANTED EVENING W/ ******************************* (SEE LINK ABOVE) NEXT TO THE CELEBRITIES REAL PICTURE. IT LEADS BUYER TO BELIEVE THAT IS THE ACTUAL ****** AND NOT A FAKE. THE NEXT OPTION IS TO SEARCH FOR AVAILABILITY AND NEVER IN THE PROCESS DOES IT ANNOUNCE THAT THIS NOT THE REAL SINGER BUT A FAKE. SOMEONE THAT IS SINGING HER SONGS. I DID NOT REALIZE THIS UNTIL A SUBSEQUENT AN EMAIL SENT TO ME BY SELLER. I CALLED TO CANCEL AND I CAN ONLY RESELL. THEY THEN GET TO MAKE MONEY TWICE FROM MY MISFORTUNE.THIS IS A VERY MISLEADING, ON SALES SIGHT. ***** LED TO BELIEVE IT IS ACTUAL SINGER. I ALSO SEE ON SOCIAL MEDIA MANY COMPLAINING OF ALSO BEING MISLED. ID LIKE A REFUND. THEY ARE ENRICHING THEMSELVES AND MISLEADING PUBLIC BY USING *********** PICTURE. I AM CERTAIN SHE WOULD NOT APPROVE OF HER IMAGE BEING USED AS A SALES TOOL TO SELL A FAUX STREISAND.

  Business response

  01/21/2024

  Thank you for the opportunity to respond to *** ********************** complaint, BBB case # ********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.  
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports,concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ******************************** 
  In reviewing the order affiliated with this complaint, I was able to see that a full refund was processed to **************** on January 8th in accordance with the FanProtect Guarantee and the policies which she agreed to at the time of her purchase. An email was sent confirming this refund transaction. We apologize for *** ******* experience and for the delay in resolving this issue. 
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,  
  
  Sincerely, 
  **** **
  StubHub ***********************

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have buy tickets for a concert and they haven't responded and reimburse my money. And tickets are for Peso Pluma and they had cancelled the concert.

  Business response

  01/10/2024

  Thank you for the opportunity to respond to ***************************************** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies.   
    
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at ********************************  
   
  In reviewing the order affiliated with this complaint, I confirmed that the order was canceled since the event had been canceled, and that we had issued the refund in the form of a voucher to their account. Emails were being sent out to ************************ informing him of the cancellation, however, the emails were bouncing and not received by the email address we have on file. I have since resent the email to the email address we have on file to see if it is received.
    
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,   
    
  Sincerely,   
    
  ****************
  StubHub Executive Customer Care 
  
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a ticket to a concert through Viagogo. The ******* tried to deliver the ticket a day later than the commitment, and practically 2 hours before the show. I tried to communicate with Viagogo several times, but it is almost impossible to get a reply which is not automated (and not relevant). When I did get them, they said it is the ********* fault. I argued that the ******* is part of what they are charging for, and not my problem, ************ took my money and didn't provide the service, and not taking responsibility on their failures.

  Customer response

  01/13/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Viagogo regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Sept 14th I sold a multi-day festival ticket (order #*********) on Viagogo for $378 USD. The festival was in ****** on October *****. One day of the festival was canceled due to weather. After the festival the promoter offered a refund of 263 Brazilian Real which is equal to $53 USD for that day. When Viagogo paid me out for the ticket they never converted the refund from the promoter from 263 Brazilian Real to $53 USD. They instead subtracted $263 USD from the $378 USD owed to me and only paid me $115 instead of the $325 USD I was owed. This was on November 9th, two and a half weeks after I should have been paid, according to their policy that says when sellers will be paid after the event. Since November 9th I have contacted Viagogo numerous times and each time they claim they are escalating my issue. Today is November 28th and no one at Viagogo has helped me. I have asked for a supervisor twice and each time they say the supervisor will call me, they have not called me either time. I would like Viagogo to pay me the $210 USD that is still owed to me.

  Customer response

  12/24/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Viagogo has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,My name is *************************************. I would like to lodge a complaint regarding getting cheated by VIAGOGO on Order ID: ********* I put up for sale on the Viagogo website two concert event tickets for ******** scheduled to take place on January 30th ****. I received an email on August 9th 2023 from Viagogo that the tickets were sold and I will be receiving USD 378 from the sale and therefore upload the tickets to them. (email copy attached) I therefore uploaded the **tickets via the Viagogo link and expected to receive my money. However on Sept 13th 2023, I received another email (attached) from Viagogo stating a charge has been incurred and that my USD 378 will be all be taken by them. When I called Viagogo numerous times to resolve this matter, the calls do not go through or get hung up. This amount is a large sum for me and Viagogo is cheating me by first asking me to upload the tickets and then once I did, taking all money as a penalty. Now I have lost the two tickets and the Money from the Sales proceeds. I cannot use these tickets as these migh have been delivered to the new buyer as I uploaded them and they too will use the tickets and I wont be able to use them. They have taken my money and i have no faith in them. This is a fraud and unfair practices. Could you please inform Viagogo to issue me my payment of USD ************************************************ them. Best regards *************************************

  Business response

  11/01/2023

  Thank you for the opportunity to respond to *********************************** complaint, BBB case # ********.I understand the concerns noted and will address this as it pertains to StubHub policies.
  
  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,theaters, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
  
   By using our website,buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. You may find a copy of our User Agreement on our website at ********************************
  Reviewing the Sellers complaint,I can confirm the following: The Seller listed their tickets on July 9th,2023 and they sold on August 9th. As is normal with this type of account, we request sellers confirm each sale they receive so that theyve verified their intent to fulfill it. This process in and of itself is not the fulfillment of a sale, which in the complainants case, would require them uploading an E-Ticket to the transaction for their buyer to download. Prior to the sale being cancelled, an E-Ticket was not uploaded for this transaction,and as such, neither StubHub or the Buyer would have ownership of the ticket. As the Seller was able to sell tickets in the same location for a higher price,and subsequently upload the tickets on the latter sale, the Seller is aware of how to complete the fulfillment process.
  
  We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. We are not able to compensate the Seller for the cancelled order: However, I do not see currently that a penalty is being assessed.
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
  
  
  Sincerely,
  
  ******************
  StubHub ***********************

  Customer response

  11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Dear BBB, 

  The response from Stubhub is not satisfactory. They have mentioned that a penalty has not been charged when clearly in the email they sent me on September 13th (screenshot attached) you can see they have mentioned a penalty has been charged of USD 378 which is the exact amount that I should receive for the sale of the two tickets. 

  As requested by Stubhub/Viagogo I uploaded the e-tickets to the server and now those have been given to the Buyer and therefore I cannot use them and I am charged the exact sale amount as a panelty. 

  THis is a day light robbery and a fraud from Stubhub/Viagogo. 

  I demand that the sale proceed of USD 378 to be credited to me immediately as I have lose faith in this company. 

  IF not I will fight this as this is a total fraud where my tickets where I haveose both tickets and my money. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/20/2023

  Thank you for the opportunity to respond to *********************************** complaint, BBB case # ********. I sincerely apologize for his experience. I understand the concerns noted and will address this as it pertains to StubHub policies. 

  It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third-party seller who sets their own prices for the tickets listed. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for sellers notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with our User Agreement and all policies. A copy of our User Agreement can be found on our website at ********************************    
  We understand that *** ************* would like to be paid immediately for the tickets he sold, however our seller policies state, Sellers will usually be sent payments within five (5) business days (sometimes longer) following the event. **************************** will be paid in accordance with the policy in place, and to which he agreed, at the time he listed his tickets for sale. **************************** will receive the payment which they are owed after the event has taken place in accordance with the policies which they agreed to when listing their tickets for sale on the StubHub platform. In regards the charge I am showing the charge reversal has been complete. 
  
  Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. 
   
  Sincerely,  
   
  ***** 
  StubHub Executive Customer Care 
  

  
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a ticket to see the ***** concert in *********. I live in ***** and booked a non-refundable 2 night stay in a hotel, and bought a plane ticket. All of my friends who had bought tickets via Ticketmaster were admitted into the event. My ticket from Viagogo was immediately recoginized by the venue as conterfeit. I paid $1,995 for it, and was not allowed into this sold out concert. Upon reviewing my ticket versus normal venue entry tickets with the General Manager of ******************* the manager showed me that my ticket did not have a "live barcode" nor did the seat number that was printed on my ticket even exist on the seat map.When I called Viagogo at the time of the concert, no one picked up the phone or responded to me on live chat. They guarantee 24/7 customer service. When I called later and then followed-up 2 days later, all they are willing to do is refund my ticket and give me a voucher for 25% of the ticket cost to buy another ticket on their website.They should have reviewed this ticket prior to depositing it into my account. I flew to another state, spent another ***** dollars on a plane ticket and hotel to see this, and they should compensate for for the rest of my trip on this basis. I stood outside a concert venue whilst all of my other friends were allowed in.Their systems have to be more robust - they are transferring FAKE tickets to unsuspecting customers, and this is fraud. They claim this "never happens" and they were very sorry, but if someone at their company had reviewed the ticket before depositing it to me, they would have known the seat number was fake and that it was missing the correct live barcode. I would like my flight and hotel refunded to me - and not in a voucher to their website!!!

  Customer response

  11/18/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Viagogo regarding complaint ID ********.
  
  Sincerely,
  
  ************
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought 7 tickets to a concert on oct 4th in july 23 for the price of ******** paid with an **************** card. Tickets never arrived. The company said we would get a refund starting to process on oct 4th its oct 19th and no refund has been received back to the amex on file nor has the company reached out to further assist after confirming they would return the money.

  Business response

  11/08/2023

  
  Thank you for the opportunity to respond to ************************************* complaint, BBB case # #********. I sincerely apologize for her experience. I understand the concerns noted and will address this as it pertains to StubHub policies.   
  
  It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement.
  
  As part of our User Agreement, our FanProtect Guarantee for buyers notes, You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as or comparable to those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund of what you paid for your purchase or credit of the same amount for use on a future purchase. If the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in our sole discretion. A copy of our User Agreement may be found at *********************************
  In reviewing the order affiliated with this complaint, I was able to confirm a full refund in accordance with the FanProtect Guarantee was already processed under the policies which ********************** agreed to at the time of her purchase. An email was sent confirming this refund transaction was sent on 28-Oct-2023. ********************** will receive this refund within **** business days from the above mentioned date. I apologize for ********************** experience and for the delay in resolving this issue.  
  
  Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
  
  Sincerely,   
  
  ******
  StubHub Executive Customer Care 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩