Viagogo
reviews and complaints

I never used viagogo before and accidentally clicked on their web site thinking they were a legit ticket seller. They were the first link to appear in a Google search but didn't notice they were an advertisement link. I live in Melbourne, Australia and wished to purchase 4 tickets to a showing of Kinky Boots as a Christmas present for my children and myself. They said excellent tickets in the stalls were still available at a cost of $223 per ticket but were selling fast. I was aware the better tickets to this show did cost around this amount so thought nothing of it. It was just before Christmas and was tired so wasn't my most vigilant self when buying online. I put in my debit mastercard details and confirmed my purchase only to find they added an additional $62 booking fee and suddenly I find myself paying $1149 total for my four tickets. This quickly shocked me into full awareness of what I had done and I started frantically looking for a way to contact viagogo and cancel my order. Alas, I could not find anyway to contact them through their web site. I could not find a phone number or email address anywhere on their web site through which I could contact them. I then discovered they are a buyer/seller marketplace and not a legitimate ticket seller, have a no cancellation/refund policy and take no responsibility for the tickets you receive as long as you receive "valid" tickets. I also found I won't receive my tickets up to three days before the event and I still have no idea what the ticket seating will be, just that my seats will be in the stalls.

I contacted my bank but found they couldn't do anything to protect me or to refund me the money that had been taken. I did finally find a way to send a message to them only to receive a very standard business response say they cannot refund me my money because they guarantee the seller will receive the money. I just received my tickets via email as an E-ticket download only to discover the tickets were cheap $AU65 tickets right at the back of the stalls. Certainly not tickets worth the $AU223 I originally paid viagogo.

The upshot is I received 4 x $AU65 poor quality tickets that I could have easily purchased myself at Ticketek (the official ticketing site here in Melbourne) for a total of $AU260. Instead I paid $1149, i. E. over 4 times the face value of the tickets. This by all definitions is a SCAM. DO NOT EVER USE THIS WEB SITE FOR PURCHASING TICKETS. I will try to pursue getting a refund through my bank but I'm not hopeful at this stage.

Viagogo is a company that you should avoid at all costs. They will take your money and leave you with nothing in return. It's not just that they overcharge you, but they also scam you out of your hard-earned cash.

The way they do it is by withholding your tickets and claiming that they will be sent out the week before the event. They will then tell you that the seller was unable to provide the tickets and force you into a terrible situation. You will have to choose between receiving a refund, receiving alternative tickets that are significantly worse, or receiving these crappy alternative tickets and an additional $90 refund.

Viagogo is a toxic company that will screw you over if you give them the chance. They are not to be trusted. Here is the most recent communication they sent me about my withheld tickets:

"Dear_____,
We are contacting you regarding your order *** for J. Cole on 9 December 2017.

As previously reported, the seller didn't fulfill.

By Viagogo Termos & Condicoes - 2.11 Ticket Fulfillment. If the Seller lists tickets for sale, confirms the sale and then is unable to deliver the exact tickets listed, viagogo reserves the right to cancel the Sellers sale, find replacement tickets for the Buyer and the Sellers may be subject to a replacement fee, other charges, and/or other consequences, as specified in Section 5.

According to the Viagogo Guarantee, when the seller no fulfill we can offer:

1. Replacement with Partial Refund of 90.00 AUD
2. Replacement with Voucher of 90.00 AUD
3. Full Refund of 456.88 AUD.

Please inform us of your decision until 02/12.

We have previously contacted you to offer replacement ticket(s). While the ticket(s) you have been offered are still available, we do not know how long they will remain available for so we advise you to respond to our offer at your earliest convenience.

We understand that it is a frustrating situation, but please rest assured that we are doing our best to ensure that you receive the tickets.

Viagogo is a marketplace that relies on sellers to provide the tickets listed. If we are let down by a seller, we do our best to reach a suitable resolution for all parties, and we appreciate your cooperation and understanding in this matter.

Kind regards,
Edson"

As you can see, they are trying to make it seem like they are doing everything they can to help you, but in reality, they are just trying to cover their own backs. They are not to be trusted, and you should avoid them at all costs.

I gotta say, I'm pretty upset with Viagogo and Desert Trip. I ordered four of the best tickets for the Desert Trip Festival in Indio, United States, which was supposed to happen on October 7th-9th, 2016. But guess what? The tickets never arrived. And to make matters worse, I was strung along by the Viagogo team for five whole months, being told that my tickets were on their way. But less than a week before the festival, they finally admitted that they weren't coming. So I had to resell the tickets, but that deal fell through too because of Viagogo's deception.

I can't even begin to describe how terrible their customer service was. They lied to me over and over again, and I was completely neglected. All in all, I lost over $5,000 on buying the tickets, plus another $2,000 for cancelling the resale order that I never even wanted to cancel. And on top of all that, I spent hundreds of dollars on international phone calls to Viagogo, talking to at least 10 different representatives for hours and hours every day.

The last straw was when Viagogo forced me to try to resell my tickets through their own platform, even though they were the ones who screwed me over in the first place. It's just not right.

I'm a recent university graduate, and I can't afford to lose that kind of money. I've tried everything to work with Viagogo and get this sorted out, but they just don't seem to care. So I'm going to pursue legal action against them for failing to provide me with my purchase and causing me to lose out on a huge opportunity. And I'm going to tell everyone I can about my experience, so that no one else has to go through what I did.

If you want to know more about what happened, or if you can help me in any way, please get in touch. Thanks for listening.

I had a terrible experience with Viagogo and I want to warn others about this company. I bought a ticket for an event through their website, but I did not receive it in time for the show. Viagogo's terms state that they guarantee that you will receive your tickets in time for the event, but this was not the case for me. They did not provide any information about ticket pick up until after I had already purchased the ticket. If the tickets are not e-tickets, they will not tell you the pick up time and location until after you have paid.

I was traveling on the day of the event and my flight was delayed. I called Viagogo's customer service number, but they were not helpful at all. They told me that they would be in touch later with options to help me receive my ticket, but the only solution they offered was to have someone else in Nottingham pick up the ticket for me. This was not a feasible option for me, so I asked for a refund. However, they refused to give me a refund without any explanation as to why I could not get my ticket at a later time or why I could not get a refund.

I traveled to another country to see this show and paid well over face value for the ticket, but it was a complete waste of money. If Viagogo would make the pick up time and location clear prior to purchase, customers would be aware of the risk they would be taking in making the purchase. However, they wait until after you purchase the ticket and then refuse to issue refunds if you cannot get the ticket. On top of that, they will not even try to help you get the ticket outside of the 1.5 hour pick up window.

In my experience, Viagogo is incapable of accommodating its customers and lacks foresight in considering customers' potential travel plans or complications with the ticket pick up time and location. Their customer service representatives are extremely uncooperative and incompetent. Viagogo's terms state that they will offer replacement tickets at no additional cost or issue a refund if the original ticket seller does not provide the tickets listed for sale. However, they do not hold themselves to the same standard if they fail to provide a ticket.

I emailed Viagogo on the day I returned home and got no response. I emailed them again the next day and still received no response. This is completely unacceptable and unprofessional. I hope that by sharing my experience, I can discourage others from using this terrible company. Do not use Viagogo.

Don't even think about buying tickets from Viagogo, folks! I've never been one to complain on social media, but I just had to warn everyone about how unreliable this site is. Last November, I bought two tickets for the Premier League Darts in Dublin as a Christmas present for my hubby. I got a confirmation email saying my order was confirmed and that I'd be able to download my e-tickets no later than three days before the event.

I didn't worry about the tickets until a few days before the event when I still hadn't heard anything from Viagogo. I emailed them to ask when I could expect my tickets, and they replied saying their "specialist customer support team" was monitoring my purchase and that I'd get my tickets soon. But days went by and I still heard nothing, so I emailed them again. And again.

The day before the event, I got a voicemail from Viagogo saying they couldn't provide the tickets and would refund me. What a joke! I called them and they said they couldn't give me tickets and would refund me. They were no help at all and didn't even apologize. I saw tickets available on their site, but they were more expensive than what I paid.

I told them I was unhappy and that I could see tickets available on their site. After going back and forth for a couple of hours, they said they could offer me two alternative tickets but couldn't tell me where I'd be sitting. When I pay a lot of money for tickets, I want to know where I'll be sitting! They said the alternative tickets weren't e-tickets, so they'd have to post them to me. But I live in Galway and the event was in Dublin, and they were telling me this 24 hours before the event. There was no way I'd get the tickets in time by post. They offered to post them to my hotel, but there was still no guarantee I'd get them on time.

They left me high and dry with no alternative but to try to find tickets elsewhere. It wasn't easy 24 hours before a sold-out event! I'm still waiting for my money back, but I'll never use Viagogo again and I wouldn't recommend them to anyone. Don't get ripped off like I did!

I purchased 2 Coldplay concert tickets and then realized later that they're actually second hand, over-priced (face value of 100 eur each) and with extra fees charged (all three conditions not clearly indicated before the completion of the purchase transaction); hence tried to get the order cancelled, but the merchant only offered the option to re-sell them on their website (which I did as had no other option)

After a really short time after putting them on re-sale the tickets were bought and delivered, but now the payment is on hold until 5-8 days after the event (also net of additional hidden fees). So in theory only could recover a partial amount of the initial payment, which also is not certain will be paid back (based on several warnings from dissatisfied customers and critical reviews, an also specific actions taken by consumer associations in the UK and other countries to stop this fraudulent merchant)

As there is no certainty that merchant will pay (the amount due after the re-sale), and did not offer a return on the original amount paid to them, the only option as a dissatisfied consumer was to file a claim and request the bank (Wise) to cancel the transaction and refund the initial amount paid to the merchant

In this way, the re-sale amount due would not have to be paid by the merchant, the buyer of the re-sold tickets still would have them (as confirmed by the merchant they were delivered), and I will recover the amount paid to the scammer merchant. This should be the first solution to stop this scammer and prevent these ellaborated fraudulent schemes to happen again.

Also would like to understand which laws and regulations are available to protect consumers from being victimized, as after re-selling the tickets the bank also replies cannot help with the refund. Thanks

Regards

Nelson Rodriguez C

[protected]@alumni.hult.edu

+31-6-[protected]

Hi,

I flew over from the UK to attend the Andrea Bocelli concert last week and was so disappointed as I couldn't see the main screen clearly as the big speakers were in the way - see photo attached. There was nothing when booking the tickets to state that their was an obstructed view and it really interfered with the enjoyment of the concert.

I am so very disappointed that I spent all that money coming over for what should have been a wonderful experience and I couldn't even see the performance properly!

Charlotte

Viagogo did not disclose Standing Restrictions applicable for this purchase (prior or during the transaction process).

The listing at the time of sale contained no warning, notification, or indication of a standing restriction. Furthermore Viagogo have confirmed in writing that my purchase was for seated tickets (your message to me). The screenshot of the ticket sale clearly states seating and you will be seated together.

Restrictions such as standing should as you know be disclosed at the time of purchase, this was not the case in this particular case.

As you will note from the Viagogo message... "Dear Rodney,

Thank you for contacting us regarding your order [protected] for Roger Waters on 27 March 2023.

I have attempted to call you to answer your questions and resolve any issues.

We can confirm that the tickets you have purchased with ID [protected] are seated in section Parterre. Please refer to the venue map on the event page on our website for the approximate location of your seats."

[protected] ORDER NUMBER

I wanted to buy GDC tickets which are currently £30 approx each in Bristol 03.03.23. I got redirected to viagogo, and was quoted £90 per ticket which I would have been prepared to pay but because I bought 3 tickets and not single they upped the price to £437 for 3 tickets which is absolutely disgusting, and it didn't tell me when I booked. I informed them I have dyslexia and when there were different tabs open, it is difficult for me to keep track and sometimes what I see on screen isn't what it actually is.

I rang them minutes after I had made the purchase as the final amount came up on the last screen, and it was obvious I had made a mistake, after speaking to 10+ customner service advisors none of them could help me and stated I had to relist the tickets, but as if anyone is going to buy them for that amount.

DO NOT DO BUSINESS WITH THESE PEOPLE THEY ARE SCAMMERS

Two tickets for Bruce Springsteen tickets were bought. The tickets were not sent and now we are unable to go. I am unwell as I have had a kidney and liver transplant, and my friend is in intensive care with covid.

When I tried to organise a refund, the refund was not the full amount.

Viagogo thought it acceptable to keep a fee, knowing they would sell the tickets again, and charge another fee. I spoke to lawyer friend and she said that a full refund should be paid. The ticket were not sent although fully paid for. That is not acceptable. Obviously, the reason is to charge a second fee.

I will make an application to the small claims court, if necessary. This is very unreasonable behaviour. Viagogo will receive their fee when they sell the tickets again. To take another fee from people who are ill, is despicable.

I would like to speak to the CEO. Mr Baker regarding this matter.

Frances Moore

Edinburgh

[protected]

I rated them a one star because a negative star is not available. I purchased Justin Bieber tickets a couple years ago (Covid, postpone, etc.). I have been in contact with them the whole time. I received my refund from Ticketmaster in December. I called Viagogo just now. I was asked to send a screenshot of the cancellation and refund I received from Ticketmaster. WHAT?!? I informed the customer service agent that I had no intention of sending them a screenshot of any communication I had with another ticker broker. I firmly stated that if they were (and I am starting to question this) a reputable ticket broker, they would have all the information about the cancellation. I was told I would have someone call me back...again! I just want my purchase price paid back!

Hi, I brought 2 tickets for pinks tour in Hyde Park in June of this year. Unfortunately my daughter had also brought tickets, so mine were surplus to requirements. I was informed that I could put them up for sale, which I did and was pleasantly surprised when they sold the same day. I thought I would get my money back there and then, but no, I had to wait till the tickets had been used to have my money refunded.

This morning I got an email from you to say that my tickets can't be sold now and you were charging me £40 for this, which you've already taken out of my account. But where is the money I paid for them. I think it was 284 pounds. I'm a widow and cant afford to lose this money.

My ticket sales number is [protected].

If I haven't had a settlement and explanation of this shady business, I will go to Martin Lewis, the money man. I should have listened to friends when they said Viagogo was shady.

The date of match is never 28th of December. The date of match is always 27th of December

In addition, I asked the football team offical desk, they said to me that they did not sell the tickets of march.

In other words, you are selling tickets that the sports club does not start to sell them officially.

It is illegal.

I request to me payback my money today.

I have a plan to claim Viagogo to Customer Right court if you do not payback my money.

I already claim to bank about to consider Viagogo’s money transaction as fraud.

Kind regards

Burak Varolan

Bought and paid for tickets in full back in June 2022 for “Pete Tong Ibiza classical” in Manchester on Sat 26th November 2022.

It is now Thursday 1st December and the tickets still haven’t arrived.

The whole experience has been very frustrating as the concert was to celebrate a big birthday. Hotels were booked, dog sitter organised, children organised to be looked after and trains booked.

Viagogo were still saying 2 hours before the concert was due to start that they were trying to sort the tickets out which impacted the rest of our already disappointing evening. Their customer service were unhelpful and even lied about trying to call us when we had our phone in our hands constantly waiting to hear back from them. Do not use this company, they are useless and unable to honour your purchase. A weekend that should have been amazing and which took a lot of organising was ruined by them.

I bought three tickets for myself and my two sons to watch the Portugal vs Uruguay World Cup match in Qatar, scheduled on Monday, 28th November 2022. I booked the three tickets back in May 2022 using Viagogo website and paid the full amount.

I’m suppose to fly to Qatar in less than 10 hours from now and I have NOT received the three tickets yet. Instead, I received one wrong ticket for the Ecuador vs Senegal match! Needless to say, I returned the wrong ticket as it belongs to someone else.

Furthermore, to enter Qatar during the World Cup, it is mandatory to register for Hayya Card. I managed to register for myself and my elder son son using the Ticket Application Number that I received from Viagogo. When I attempted to register for my younger son, it failed as the Ticket Application Number was assigned to two ticket holders instead of three as per the feedback I received from Hayya Call Center agent who requested me to contact the entity that I bought the three tickets (Viagogo) to fix the issue.

I explained the above two problems to Viagogo through endless emails and many many calls to their call Center. Each time I reach their call Center agent, I have to explain the problem right from the start. First, Viagogo promised to fix the problem and deliver the tickets by 22nd November. Then, by 23rd November. Then, by 26th November. Finally, they delivered a wrong ticket and failed to deliver the three tickets for the Portugal vs Uruguay match.

I requested to speak to a Viagogo supervisor or manager since all the front-liner call Center agents could not help. No one called so far from Viagogo Management/Supervisor.

Most of the emails that I received from Viagogo were either useless automatic emails or a desperate attempt to close the case to meet their internal KPIs. There were no serious attempts whatsoever to resolve my two problems.

This is the worst customer experience that I have ever had. I will never buy any service/product from Viagogo again and I won’t recommend them to anyone else!

I paid premium prices for premium seats to the Bad Bunny concert. All details said “confirmed” and that tickets were on the way. As time went on, I made several inquiries and each time I received the same regurgitated paragraph stating that it was all perfectly normal for the tickets to delay. This continued until the day of the concert when they said they were now looking for replacement tickets. I ask them to provide specifics as to what they were doing, what actions were being taken to replace my tickets. Time went on. The concert just began. I am sitting at home like a chump because this [censored] company.

I purchased tickets for a concert order [protected] for Luke Combs on 16 August 2023. I have not received the tickets. we have asked several time for a refund as they are not a licensed seller for tickets to this event.

the concert is over 2000km from where we live and we are not booking flights for the family to go when we don't have any tickets.

I have reported this to Queensland police report# CIRS-[protected]-275

the ticket cost was $4,541.95 this amout was taken from my account on the 14/09/2022.

All I want is my money back please help.

thanks Terry Mcgovern

PH:[protected]

[protected]@gmail.com

I completed a purchase on 6/11/2022 - my tickets do not contain information about the seats and the pricing was unclear. Viagogo is now refusing to refund me, despite the sale being in breach of the Customer Rights Act. They are suggesting that I relist those potentially fraudulent tickets, which does not guarantee that I would ever receive a refund. I would like to get my money back and Viagogo will still have a chance to sell those tickets, as the event is in 8 months.

order no: [protected]

the concert had been announced cancelled for the last 5 weeks and everyone who purchased their tickets via other we3bsite received their refund.

i have contacted you several times via email and phone call but never received any reasonable answer. i had been told you had passed my concern to the relevant department and you dont give any time scale or anything else.

I want my money back asap and i need to know who is dealing with this matter.

your customer service is not helping at all.

I will escalate this matter to the Ombudsman if i dont hear from you soon.

In good faith, I have purchased 2 tickets for a NFL game in London, spent over GBP600 per ticket, several months PRIOR to the match.

Paid over GBP1200, in full, several months before the event.

I was told my purchase was guaranteed, and that viagogo would 'find us tickets' should the seller did not fulfill the sale.

Unfortunately, a few days later, due to health issues it was clear I would not be able to use the tickets.Viagogo told me to 're-list' the tickets and sell them. I did. For the exact same price I paid.

Tickets were sold (I found out later Viagogo charged the buyer of my tickets over GBP550 more than I had listed for).

All seemed ok, I never meant to make any money with this, only get my money back for the tickets I didn't use.

The nightmare begins:

On the day I was suppose to receive the tickets, nothing came.

The 'seller' never fullfilled the sale. It was a fraud all along.

I contacted viagogo and the buyer of my tickets to say my purchase was not honoured, so I could not send the tickets along to honour my resale.

Useless.

After over 50 calls, emails and requests made to viagogo, not only I never got my tickets, but ZERO help was offered to find new ones. Worse of all: I DID NOT GET MY GBP1200 back, AND WAS CHARGED ANOTHER GBP600 for not 'fullfilling my order'.

WTF. What about MY order not being fulfilled in the first place?

no refund was offered, my payment details used against my consent, i was CHARGED illegally by viagogo and ZERO explanation given. Over 50 emails later, still no resolution, no refund, no tickets, just absurd excuses. And of course, I was NOT helped to get any tickets as fraudulently advertised. I mean, stuff of nightmares.

STAY AWAY FROM THOSE SCAMMERS.

I still can't believe this company is allowed to operate in the UK