ComplaintsforViagogo
Event Ticket Sales
Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hi,I have been in an over a month chat with viagogo and they are refusing yo provide me a refund. The team they provided refunds has no communication and I have dealt with the customer service **** who have told me they also cannot call the depart of refunds. I asked to have a conversation over the refund policy and have been denied the opportunity to hold a conversation with the refund department. I purchased tickets with a company policy they advertise on their website - 100% order guarantee Guarantee Viagogo's guarantee protects buyers from issues with their tickets, such as being given the wrong ticket, not being able to get in, or not receiving the ticket on time. To make a claim, buyers must report issues within 14 days if they notice them before the event, or within 10 working days if they have problems on the day of the event. In some cases, buyers may need to fill out a Dispute Claim Form and provide additional information I reached out to them 2 days before event because I was not going to receive my tickets in time and they told me they'd help. I reached out after event came and went and I had not received my tickets by event And it's been h*** and very scam vibes they refuse to honor their policy on a refund and now I need help in addressing this issue because they are stonewalling me.Customer response
09/30/2024
Better Business Bureau:
At this time, I have not been contacted by Viagogo regarding complaint ID ********.
Sincerely,
******** *******Initial Complaint
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On August 30, 2024 I purchased 2 tickets for *** at ************* in *********************. The event is on September 18, 2024. I didn't receive the tickets online like I was supposed to. I called Viagogo. I received no help. I don't have the tickets. I want a full refund. Thank you!Initial Complaint
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Transaction Date: June 19, 2024 Amount Owed: ******** Details: I sold two **** European Championship tickets through Viagogo. I transferred the digital tickets to the buyer via the official **** app on the same day and provided Viagogo with proof of the transfer.Issue: The day after the transfer, Viagogo closed my account without explanation and attempted to charge my credit card over $500, citing fraudulent activities. Despite more than 20 attempts to contact them over six weeks, Viagogo informed me on August 18 that my account was permanently closed and that I would not receive payment, offering no further explanation.Proof Provided: My assumption is that Viagogo does not like the usage of artistic names for their accounts, what I did for data protection reasons. However they have my credit card (under my real name on file), which they tried to debit and I submitted my credit card statement (including the purchase of the tickets), the **** invoice, transfer confirmation of the ticket, and communication with the buyer (he asked for more tickets, after the event) to Viagogo. Despite this, they continue to withhold my payment.Resolution Sought: I am seeking immediate release of the ******** owed to me.Initial Complaint
08/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 8/13/24 I purchased parking from virago.com for an event held on 8/18 at ***********************, ***************. Parking offer was for Section Parkingat ******************************** Lots. Viagogo did not disclose that the actual parking facility is more than 3 miles from the ************************ and not anywhere near the ************************ parking lots. I would like to cancel and refund because I have as duped by viagogo.Initial Complaint
08/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been trying to resolve this for over two weeks. On July 11th, I purchased two tickets to *********************** under order *********. One July 19th, at 7:20 A local time, I connect with **** at Viagogo who confirmed that my order had been cancelled and unable to be fulfilled. I have attached a screenshot of our chat. I asked him multiple times if my ticket has been cancelled and refunded and he confirmed. I have also requested the chat from Viagogo three times and have not received the entire transcription.Since **** told me to purchase new tickets and the others would be refunded, I purchased new tickets at 7:40 A local time under order #*********. At 10:19 A local time, I received the tickets in my account from the original order #*********. I was lied to about my original order being cancelled and defrauded to pay double the price for new tickets. I called Viagogo that day, July 19th, and spoke to multiple managers. After the manager reviewed my case and reviewed my chat with ****, they told me and my husband that I would be refunded in 7-10 business days and that they were sorry about the issue that **** caused. I have this call recorded and can send to the resolution team for evidence.I followed up with Viagogo today, August 7, because it has been over 10 business days since I was told I would receive a refund. I spoke to a representative on chat and another manager on the phone. They are now refusing to refund me even with prior recorded confirmation.Overall, I have spent over 8 hours between phone and chat with Viagogo to no resolution. They charge exurbanite service fees on their resell tickets and provide no customer service. ******************** needs to follow through with the refund they promised me.Customer response
09/03/2024
Better Business Bureau:
At this time, I have not been contacted by Viagogo regarding complaint ID ********.They have refused to help me after confirming that my refund would be processed.
Sincerely,
*********************************Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased tickets a year ago for a ******** concert in ****. I decided to sell the tickets through their website. Before selling the tickets I spoke with a Viagogo agent who told me that I do not have to personalize the tickets with the name of the new buyer because I was not the original seller. I sold the tickets through their website and less than 24 hours before the show, they emailed me to tell me that the names on the tickets need to be personalized. However, I had no way of doing this because I was not the original seller and they would not give me the details of the original seller. The tickets did not sell and less than 24 hours later they charged me an additional 500 euros.Customer response
09/02/2024
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
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have made a sale for tickets on Viagogo on Sunday August 13th 2023 on their website for the amount of 1612.74$. The tickets are for a concert on June 7th 2024. According to them I should be paid after 5 days of the event. It is almost 1.5 months later and I have not been paid despite multiple attempts at reaching out. They state that initially it has been a "payment failure" where they could not transfer money to my Paypal account. I have switched modes of payment to my ************* and they have confirmed that it is valid however they still are not paying me the money. This is fraud.Customer response
08/08/2024
Better Business Bureau:
At this time, I have not been contacted by Viagogo regarding complaint ID ********. It is almost 2 months since I was supposed to be paid. They have a seller guarantee which states that I should be paid in 5-8 business days after the event. They continue to fail to do so and this is blatant fraud. They are not a small business but a large corporation this should not be an issue.
Sincerely,
*********************Initial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 4 tickets to a *********************** concert in ********* for **** 8,2024 and was not able to go so had to put them up for sale.I had no issue selling them but found out the original tickets I bought were not valid.I only found this out by chatting with Viagogo.They offered replacement tickets and was told they would be offered to my buyers (the representative I chatted with sent an email out to them).One sale order the buyer did not accept.The other buyer also declined but wanted replacement tickets and not a refund.As such,Viagogo refused to give me a refund.They stated I accepted the replacement tickets instead of asking for a refund but was talked in to that by the agent.The agent said I should have no issue with the buyers accepting because they were better seats and even if they declined,it would just go into an investigation process and I would get my money back and a full refund.I have screenshots of all of this.They were less than helpful, very unprofessional,and it was a straight scam that I lost around ******** as I paid in pounds.Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought tix online for a concert. Thinking that Viagogo was an authorize seller I bought the 3 tix for $347. Later that day I found out that Viagogo was not the official seller, I immediately tried to cancel the transaction on line to no avail. The next day I called the company and the customer rep was unhelpful. At that time i had already purchased new tickets to half the price, Thinking that ***** would refund my money. I had to contact chase 4 times, every time because Viagogo has withdrawn $347 for tix I never received or used.Business response
06/04/2024
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 viagogo policies.
It might help to explain that viagogo is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concerts, 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 Terms and Conditions. As part of our Terms and Conditions, our viagogo 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. 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. Our Terms and Conditions may be found at *********************************************************************
In reviewing ***************************** purchase, I was to determine that this purchase is valid. Per our Terms and Conditions all sales are final, which ************************* agreed to at the time of his purchase. *** ************************* seller did provide the tickets on time and did fulfill the sale. For these reasons, were unable to provide a refund to *************************. If he no longer wished to use these tickets, they were welcome to re-list the tickets on our site. That way they could provide another fan with the opportunity to attend! Their tickets were still available for download through their viagogo account, and some email notifications were sent before the event informing the tickets were available for download.
Thank you for the opportunity to provide specific information about viagogo. Please let me know if I can be of further assistance,
Sincerely,
**********
viagogo Executive Customer CareCustomer response
06/06/2024
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]
I called the **************** number they provided to cancel the order as I had found tickets at a better price through the venue itself. I also never received the tickets, neither by mail to my Cape ***** address, as the concert was in *******, ********, or by email.
Attached you will find multiple complaints from unsatisfied customer who have also bought and never received neither tickets or refunds.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****************************
Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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.
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Customer Complaints Summary
198 total complaints in the last 3 years.
39 complaints closed in the last 12 months.