Viagogo is an online ticket-selling company that has no morals, no ethical practices, no accountable company owners, and of course no customer service. Viagogo promotes touts and constantly robs people by allowing the sale of over-priced, and fake tickets. They also sell tickets from genuine sellers who cannot make an event, and pocket the money, making the seller believe that their tickets were not sold. This is a letter I wrote to the company, and 5 months later have not had a response to. Stay away from Viagogo!
26th April 2017
Managing Director of Viagogo
C/O Viagogo Customer Services
10 Pier Walk
Re: Official Complaint Listing ID71635290
As I have been unable to find your head office address let alone a working telephone number, I have sent this email to the one address that I know to reach you on. I trust that they will forward this letter to you.
I want you to know how very disgusted, annoyed and very disappointed I am with your service!
I registered 2 Bruno Mars tickets on your website recently for a concert which took place in Birmingham on 24th April. It was easy enough to put my tickets online, and there was information informing me that if I changed my mind and wanted to use the tickets for myself or give them to family or friends, that I could do that by ‘unpublishing’ my listing.
I unpublished my listing on Friday 21st April as I arranged for my family to use these tickets. My family arrived at the above-mentioned address in Birmingham to pick the tickets up on April 24th – the evening of the concert – and were told that one of the tickets had been sold! One of the ‘unpublished’ tickets had been sold!!
• Firstly, Viagogo informed me that if I unpublished these tickets they would no longer be for sale and I/ my friends could pick them up.
• How was this ticket sold when it was unpublished? (At the time of me unpublishing, no tickets had been sold!)
• Why did I at no point receive an email that my ticket had sold? Do your staff sell tickets ‘ off-the-record’ assuming that no-one will use them?
My family spent nearly 2 hours at your Birmingham site trying to sort out the issue! They should have simply arrived, collected tickets and gone off to enjoy their time at the concert. Instead they had all the stress of sorting out tickets, not to mention the stress that it caused me having to try to resolve this whilst being out of the country!!
Angelo, one of your managers (who I spoke to on 07921383XXX), investigated the issue and did not know how this happened. He ended up authorising the issue of two tickets for my family. Instead of the standing tickets I had purchased, my family were given tickets up in ‘the gods’ where they could not even see the performer! Tickets that were also of less value. This is a total rip-off and I am most disgusted!!
I will also mention that your customer service is just appalling! I could not find your address on your website nor on a google search, I could not find a contact number on your website and the ones I found on google did not work. When you are logged onto the Viagogo site, you can click on ‘Customer Support’ via ‘Help Centre’ but all this gives you is a list of FAQs and possible solutions. This is 2017 – have an online chat facility if you can’t have human beings answering questions on a telephone.
This letter is an official complaint and I expect a response on all my comments. I also expect to be fully compensated for this shambles of a night!!!
I cannot reiterate enough how disgusted and annoyed I am with your appalling ‘service’!
I look forward to your very prompt response.
And you won't miss a thing! Receive email updates and resources to help you keep fit and healthy.