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Business Profile

Event Ticket Sales

Viagogo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Event Ticket Sales.

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

Find a Location

Viagogo has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Viagogo

      175 Greenwich St Fl 59 New York, NY 10007-2450

    • Viagogo

      348 W 57th St Ste 191 New York, NY 10019-3702

    • Viagogo

      1209 Orange Street Wilmington, DE 19801

    Customer Complaints Summary

    • 212 total complaints in the last 3 years.
    • 135 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/18/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Viagogo stole $900 for event tickets on 5-8-25, because I wasn't able to get a code on my cell phone to download my tickets. I tried for 15 minutes to download the code and then 45 minutes on the phone with customer support. The customer **** who was outside the ** provide no constructive assistance and refused to transfer me to a supervisor. In the end they blames ************, who they purchased the tickets from. There was a representative from ************ at the ticket counter and he refused to help me. I proceeded to purchase another set of tickets from ************ and again had the exact same problem - I couldn't get the code on my phone, but this time the ************ representative at the counter print my tickets of for me.

    • Initial Complaint

      Date:05/16/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Dear Better Business Bureau,I am writing to formally file a complaint against Viagogo concerning an unjust charge of $3,250 related to a ticket sale I made on their platform.I listed two tickets for the 2026 **** World Cup Semi-Final (Match 102, scheduled for July 15, 2026) on Viagogo. Shortly after the sale was completed, I received an email from Viagogo requesting proof of purchase. This request came after the buyer expressed concern that the official ticket sale process had not yet begun and was unsure whether they would actually receive the tickets.I responded promptly to Viagogo support, explaining that while **** has not yet opened general ticket sales, I obtained the "Right to Buy" (RTB) tickets through ***** official Collection Program (*************************). I also provided Viagogo with an image confirming my RTB status, demonstrating my ability and intent to deliver the tickets well before the deadline of July 12, 2026.Despite my clear communication and proof of eligibility to acquire and deliver the tickets, Viagogo unilaterally canceled the order and imposed a penalty of $3,250the full value of the saleagainst me. While I understand the need to protect buyers, this action was taken prematurely, as I had not missed any deadlines nor failed to provide the tickets.I am requesting that this charge be reversed. I acted in good faith and with full intention to fulfill the order by the agreed-upon deadline. Viagogos decision to cancel the transaction and penalize me despite this is both unfair and unfounded.I appreciate your assistance in investigating this matter and helping to resolve it.Sincerely,***** *****

      Customer Answer

      Date: 06/10/2025

      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

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Buyer Beware. Do not ever use this company. On April 23, *************************************** the amount of $468.82 USD for two tickets for an event on April 30th.I made this purchase through Viagogo/stub hub with the tickets dispensed through Ticketmaster, for two event tickets, as clearly indicated in the product description at the time of sale. However, I only received one ticket, which constituted a material misrepresentation and failure to deliver the product as described. This is fraud. This has caused me considerable stress, inconvenience, and financial harm, as I had to quickly purchase replacement tickets at the venue at cost to me in order to attend with my guest as planned, since the event was selling out.I am therefore requesting a full refund of $468.82 USD due to the following reason:The item I received is significantly different than what was described the listing advertised two event tickets, but only one was ************ addition, I was forced to quickly purchase replacement tickets at the venue in order to attend the event, which was very close to selling out. As a senior citizen, this situation caused me added stress, financial strain, and undue hardship.

      Customer Answer

      Date: 05/20/2025

      Better Business Bureau:

      The compliant was resolved ID ******** in another manner the  matter has been resolved.

      Sincerely,

      ***** ******



       

    • Initial Complaint

      Date:05/14/2025

      Type:Product Issues
      Status:
      Resolved
      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 three tickets on October 11, 2024 for a concert in ******, CO scheduled for June, 10 2025 through *******. Once the tickets were purchased and the money paid, the tickets and my money were transferred to Viagogo. Thinking that everything was set, I haven't worried about the tickets. When checking the Viagogo app on May 13, 2025, I learned the tickets were no longer available. When chatting with the company, it was stated that they supposedly sent me a link in November 2024 to accept alternative tickets but I cannot find that email. Now, when checking for alternative tickets, none are available. I paid $638.23 plus $65.71 in interest for three tickets but now, if I want to get a refund from Viagogo and buy new tickets, I would have to pay almost $1,500 to get similar tickets.Viagogo told me that once they confirm I can go, that is when they take payment but when I asked, "why do you have my money if you do not have tickets for me?", the agent with Viagogo stated that is just how their company operates. That Viagogo never actually has possession of the tickets in question and does not control when the tickets are released to the customer (me).My complaint is they should never have accepted my money, if they do not have the product to immediately transfer to my possession. This is unethical behavior because even though I've paid $703.94, counting the interest, I can no longer obtain what I originally paid for and to top it off, they are only reimbursing me the original cost, of $638.23.

      Customer Answer

      Date: 05/14/2025

      Better Business Bureau:

      In reference to complaint ID ********, I have received my refund. 


      Sincerely,

      ****** *******



       


    • Initial Complaint

      Date:05/11/2025

      Type:Product Issues
      Status:
      Resolved
      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 am requesting a full refund for my Viagogo order #********* for the **** ********: Heaven on Earth Tour at ********************* on May 11, 2025, for 2 tickets (Section SEC-S, Row E).Despite receiving my tickets through your platform, I was not allowed into the venue due to a ticketing mishap that was entirely outside of my control. I have since obtained an official letter from ********************* dated May 12, 2025, which confirms the venue experienced an unusually high volume of ticket-related discrepancies on the night of the show. These issues included scanning and verification failureswhich prevented me and others from entering, even with tickets in hand.The letter clearly states that the venue could not assist because the tickets were purchased via a third-party platform (Viagogo) and recommends only purchasing through verified sellers in the future. While I understand DAR cannot issue refunds, the proof they provided validates my experience and confirms I was denied entry through no fault of my own.I am requesting Viagogo issue a full refund of $390.10 since I did not receive the service I paid forentry to the event. I have attached the venues official letter, which clearly confirms the mishap and apologizes for the inconvenience.I trust Viagogo values its customers and will take appropriate steps to resolve this. Thank you for your attention.

      Customer Answer

      Date: 06/05/2025

      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

      Date:05/05/2025

      Type:Product Issues
      Status:
      Unanswered
      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 four tickets to the ******* ******* show in ********* on Friday, April 18th, for $737. However, I never received the tickets. I called immediately and was assured that I would receive a full refund. That same evening, I received an email stating that I would be reimbursed within 3 to 4 business days. As of today, May 5th, I still have not received any reimbursement from the company. I called again this morning and was informed that my case is escalated, but they still do not know when I can expect my refund. Where is my refund?

    • Initial Complaint

      Date:05/05/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Viagogo advertised a ticket price of $575 "all inclusive", but at the moment of purchase added a hidden fee of $210.28. I phone them to ask for a refund; they told me they "couldn't do anything." There seems to be clear evidence of intent to defraud: they expressly said the lower price was all inclusive. NB: I do not yet have a ticket from Viagogo; the performance is approaching fast, and I will not attend on their ticket.

    • Initial Complaint

      Date:04/30/2025

      Type:Product Issues
      Status:
      Unresolved
      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 on Viagogo. I immediately re-listed them through Viagogo. They sold! Won't get money for the sale until after the concert. No problem it's in 5 days. Concerts happens. The VERY next day was told I was going to be charged $2000 for selling fraudulent tickets as the buyer was denied entry into the concert. But, but those tickets I sold I bought them from Viagogo why am I being charged a sellers fine? Oh, we are so sorry we have to do research on this case. You will hear a resolution ***** days. What do you mean you have to do research, i did all of this in your system it's obvious where the fraudulent tickets weren't ones that I created but that they are ones I purchased from you and then re-listed all within minutes! Sorry it takes 45 days to research this matter. 1 day to charge me a sellers fine, 45 days to refund my money? This company is obviously making good cash simply by holding money - millions. Find some investment tool at some bank that will give them 5% after 30 days and that's $50,000 on ten million bucks. It's quite genius - BUT GIVE ME MY MONEY, NOW!

      Customer Answer

      Date: 05/26/2025

      At this time, I have been contacted directly by Viagogo regarding complaint ID ********, however my complaint has NOT been resolved because:

      I have filed a dispute explaining the obvious misunderstanding and have not received any response.   Further contact with customer support has indicated that they will take up to 40 days to respond.    I find this absurd.   It took them one day to charge me $1,079 as a fine for re-selling fraudulent tickets. Now it's taking them 40 days to figure out that those same fraudulent tickets were originally purchased on their platform thereby placing me under their terms and conditions guaranteeing me a full refund..   They immediately refunded the buyer I sold them to after participating in their re-listing feature (encouraged by the company) but will not refund me.    All the company needs to do is look on their system, determine the original posting of the fraudulent tickets and fine that person.   Everyone else gets a refund according to their terms.

       

       

       

       

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

      Sincerely,

      ******* *****

    • Initial Complaint

      Date:04/24/2025

      Type:Product Issues
      Status:
      Answered
      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 from ******** on December 4th of 2024 for an upcoming concert on April 26th. LEss than two weeks ago they reached out and notified me that the tickets are no longer available and offered me replacement tickets that were materially worse than the tickets I had the tickets i'd purchased for $342 apiece were now selling for over $700 apiece And those tickets were on the floor they offered me tickets that were on the second deck and were in no way comparable I got a refund but I already booked travel and going to see the show So I had to go buy tickets for a lot more money if at any time buy a go go ahead indicated that they didn't have the tickets so that the seller potentially could back out of a sale then I would never have proceeded and simply refunding my money is not sufficient

      Business Response

      Date: 05/07/2025

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

      It may help to explain that viagogo 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 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 can be found on our website at *******************************************************

      We apologize for the situation reported by *** ******* ********.

      We can confirm that we have reviewed the situation, and *** ******* ******** has been correctly refunded within our terms and conditions and in accordance with our processes.

      We apologize for the situation, but we have no control over the price at which tickets are being offered, since our platform is a Marketplace platform and prices are set by sellers, and may be above or below the face value of the tickets.

      We apologize, and we thank *** ******* ******** for his patience and understanding.

      ******* *.
      viagogo Executive Customer Care 

      Customer Answer

      Date: 05/07/2025

      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

       

      Viagogs resolution was not sufficient by simply refunding my money.  They should have offered comparable seats, then I would have been made whole.  viaGogo's proposed replacement tickets were for the upper deck, despite me having purchased floor seats six months prior for the same p, which were over $400 per ticket at the time. These upper deck tickets they offered me were readily available at that time for what I originally paid. My initial floor seats, bought as a Christmas gift for my son, were now valued at four times the original price.  I was not adequately compensated by a simple refund. A satisfactory resolution would have been an offer of comparable floor seats to make things right.


      Sincerely,

      ******* ********




       

    • Initial Complaint

      Date:04/19/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      Charged of USD2440 by Viagogo for not my problem, over my sales number ********* on 7 Oct 2024, I bought concert tickets through Viagogo, at HKD 7030 on 8 Oct 2024, I had to sell it due to personal reason, at HKD 9440.on 20 Oct 2024. money was transferred to my debit card.and I thought the transaction is closed. however, this happened: 1. On 6 April 2025, I found out there is no receiver's address. Buyer did not provide the address to receive paper tickets. (Concert date was 12 April 2025)2. I have raised up this issue to the customer support. They told me they will contact to buyer. 3. next day I followed up again and urged them to contact to buyer - or share the contact to me. But they told me the link is sent to buyer and they are not eligible to open the buyer's contact. They confirm I should wait and leave Viagogo do the work. 4. No updates. Hence I contacted to customer support and got the confirmation that I will not be in responsible position to pay penalty. 5. On 15 April 2025, I received mail that 'Order is not fulfilled' so that I will be charged HKD18800 (around USD2400), which is double amount. Problem here: 1. This was not my fault. and should not be my problem. 2. Customer support confirmed it will not be charged to my bank account. and yet it happend.3. they penalized it with the doubled ticket price - this is fraud business if they are using it for additional income source. 4. The same problem is happening often, looking at Reddit. Sign of no improvement or changes. 5. This has caused too much stress to me. I am in *********, and I had to stay up to make a phone call to Viagogo Hotline in ***.

      Business Response

      Date: 04/30/2025

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

      It may help to explain that viagogo 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 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 can be found on our website at *******************************************************

      We rely on sellers to help us keep viagogo a safe, secure, and reliable marketplace for fans to buy tickets.When sellers fail to deliver tickets as listed, it creates a poor experience for our buyers.

      As a seller on viagogo, *** ***** *** is responsible for listing her tickets correctly and delivering them as promised. However, we note that *** *** only contacted viagogo after the event date. We understand that mistakes can happen, but we are obligated to resolve the issue for the buyer in accordance with our User Agreement.

      Upon reviewing the order related to this complaint, we can confirm that *** ***** *** contacted our support team directly through our website. The matter has been promptly escalated to the appropriate team for further review of the order and account details. Our team will reach out to you as soon as an update is available. Please note that this process can take up to 45 days, and we appreciate your patience and understanding.

      You can contact our team at any time through our *********** by logging into your viagogo account.

      Please let us know if you need any further information.

      Sincerely, 
      ******* *.
      viagogo Executive Customer Care


      Customer Answer

      Date: 05/08/2025

      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]

       Please note that the response from Viagogo is wrong - I have been actively update to chase and followed  them there is missing recipient's address and urged them to take card of it. 

      And there were a note from CS support mentioning that I will be no responsibility to take care of this matter and more importantly ' no charge '  mentioning on it. 

      Given the non-factual argument on this, this case can be escalated to criminal action and happy to take on leading to those result. Appreciated. 

      ***** 

       

       

       

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


      Sincerely,

      ***** ***




       

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