Event Ticket Sales
ViagogoThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Viagogo's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 214 total complaints in the last 3 years.
- 137 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:04/18/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I issued concert tickets April 2022 for a concert on October 8, 2022. I received an email from Ticketmaster on October 4, 2022 stating the concert was postponed until further notice. I then received an email from Ticketmaster on March 24, 2023 stating the concert has been cancelled. I called Viagogo (third party seller unbeknownst to me at the time of purchasing the tickets) to inform them of this and they stated it still shows as being postponed. I then received an email on April 6, 2023 stating that the concert was in fact cancelled and that I would receive a full refund. They sent me another email giving me instructions on how to proceed with the refund. I followed their directions only to find out that they will not credit my card but they want to transfer the money into my bank account which would require me giving them my banking information which I do not want to do. Another option would be by PayPal or Payoneering. ***** (my credit card **** has place a provisional credit to my account thus far. All I want to do is have Viagogo credit my card and for you to send them a report of bad service. Thank you.Customer Answer
Date: 05/15/2023
Better Business Bureau:
At this time, I have not been contacted by Viagogo regarding complaint ID ********.
**************************************************Initial Complaint
Date:03/14/2023
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased tickets for a concert that would take place on November 23,2023 using Viagogo. The event was cancelled. I promptly requested a refund within a week of the cancelled event. Multiple Viagogo staff informed me that they had "escalated the case to the relevant department." I used the website's messaging service as well as phone number to contact them multiple times and eventually in early December, I was told that the event was confirmed to be cancelled and that I would receive a refund in a couple of weeks. A month passed and no refund was processed so I reached out to them again. After multiple back and forths for over another month, I received an e-mail saying that the event was postponed. The venue's website lists the event as cancelled and there is no indication that the concert will take place on an alternative date. I've yet to receive a refund for my tickets.Customer Answer
Date: 04/07/2023
Better Business Bureau:
At this time, I have not been contacted by Viagogo regarding complaint ID ********.
Sincerely,
******************************Initial Complaint
Date:10/05/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 18, 2022 I purchased tickets from Viagogo, a multinational ticket exchange to a Premier League soccer game to be held on ***************************************************************. The total cost for 3 tickets was $363. Tickets were purchased under the terms of a ticket delivery guarantee which states that customers are guaranteed to receive valid tickets in time for the event. If a problem arises, Viagogo will step in to provide comparable replacement tickets or a refund.The tickets were not delivered as promised prior to the event and after 5 contacts with the ********** call center I have not been issued a refund.Initial Complaint
Date:10/05/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two concert tickets from Viagogo on June 18, 2022 (Order ID ********** for $260.93. Originally, the concert was scheduled for June 22nd at 7:30 pm. One of the performers was sick, so the concert was rescheduled for September 28th at 7:30 pm. Per the Viagogo site, because it was a rescheduling and not a cancellation, refunds were not available. I was unable to attend that date due to a new job and listed my tickets on the Viagogo site to resell. On September 26th, all access to my tickets disappeared. The listing was removed, I could not download the tickets for my own use or to even gift them to someone else to use. I contacted Viagogo via email and had eighteen email communications with that company with no resolution. I called the provided phone number on their website *************) with no one answering even though the Phone line opening times are listed as 24/7. (Literally, that is what is says.). I contacted Ticketmaster, who is where I thought I was originally buying my tickets from, and they said they have no record of my purchase. This entire company is a scam and I am now out $260.93, in addition to all the time and energy I spent on this issue. I have reported the transaction to my credit card company (Amazon ************ but because the tickets were rescheduled from the first concert, it is outside the window for appeal. I am angry and frustrated and want to make sure no one else gets scammed from this company like I did.Initial Complaint
Date:09/01/2022
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased concert tickets through Viagogo. They emailed a few times, but never sent my tickets. Their emails said tickets may be delivered within 24 hours of the event so I wasn't too worried. On the day of the event I didn't have tickets. I called several times and their customer support was awful. They told me I needed to download the ticketmaster app to get my tickets-- which was nowhere in their emails. I downloaded the app, the tickets weren't there. They said they needed to get the seller to release the tickets. In each call they said they'd call me back within ***** minutes. They never called back, I had to keep calling. They asked for very specific screenshots to prove I didn't receive the tickets. I sent all of the specific screenshots. The tickets did not come. I had to buy tickets at the venue. I called after the concert to ask for a refund. Their customer service continues to give me the runaround. I want a full refund because they did not deliver the tickets I purchased. There is no clear way to request a refund. I've called and asked for one and they've sent a generic email back saying they'll look into it. They have give me no time frame for when they'll look into it. They are an absolute scam.Initial Complaint
Date:08/15/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased tickets for an Earth, Wind and fire concert in 2020 to be held at Artpark in Lewiston New York
Due to Covid the event was postponed until July 31, 2022. Prior to the event I contacted the venue as to where we would be sitting.
After giving them my ticket numbers I was informed that the tickets were counterfeit.
I have contacted viagogo on numerous occasions and provided them with documentation of my claim and have gotten no satisfaction
I would appreciate any help you could provideCustomer Answer
Date: 09/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.THIS MATTER HAS BEEN RESOLVED - THANK YOU FOR YOUR COOPERATON
Sincerely,
***********************
Initial Complaint
Date:08/09/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sold a VIP ticket to a ******** concert that took place on July 12, 2022, through Viagogo. I confirmed with the buyer that he attended the concert with my ticket, however, Viagogo has not yet paid me for the sale. I have emailed, messaged and contacted them via social media and they completely ignore my requests for payment. They do not respond at all. I'm owed $541.33 CAN for this sale and I have proof from the buyer that the ticket was recieved and used. I'm hoping the BBB can help me get paid.Customer Answer
Date: 09/02/2022
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,
*******************************
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