Complaints

This profile includes complaints for Viagogo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  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

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.

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 am writing to formally request a full refund for my ticket purchase under Order #*********, due to a clear breach of the agreed delivery terms.When I purchased the tickets, it was explicitly stated that they would be delivered by postal mail no later than April 19, 2024. I based my decision to buy the tickets on this condition. However, I have now been informed that the tickets will be delivered in person on the day of the event, April 24, in *********** a delivery method I never selected, agreed to, or was consulted about.This unilateral change in the method and timing of delivery is unacceptable and has made it impossible for me to receive the tickets as initially promised. Furthermore, at no point was I asked to provide an address in ***********, nor was I informed of any deadline to do so.Under applicable consumer protection laws, including the ** Consumer Rights Directive (if applicable) and relevant laws governing distance selling and fair trade, this situation constitutes a material breach of contract. As such, I am exercising my right to request a full refund for a service that cannot be rendered as agreed.Unless this issue is resolved within 7 business days, I will initiate a chargeback procedure through my payment provider and file formal complaints with relevant consumer protection authorities.Your internal policy does not remove your responsibility under consumer law.I did not agree to in-person ticket delivery, and changing the delivery method without my consent is a breach of contract. Since you cannot provide the service as originally promised, I am entitled to a full refund regardless of your cancellation policy.

  Business Response

  Date: 04/29/2025

  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 regret the situation reported by **************.
  
  We can confirm that the case has been reviewed, and ************** has been kept informed of all the steps regarding the tickets that the seller was attempting to deliver. We value a safe delivery for our buyers.
  
  ************** was informed in a timely manner about how the tickets would be delivered to him at the venue by the seller, and all instructions were sent correctly in time for ************** to attend the event with the tickets purchased on our platform.
  
  We regret the situation, but unfortunately it will not be possible to refund the order, as the case was handled correctly within our processes and in accordance with our policy.
  
  If ************** requires further assistance, we will be available to assist him. We thank ************** for his understanding.
  
  ******* *.
  viagogo Executive Customer Care 
  
  

  Customer Answer

  Date: 05/05/2025

  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:

  Thank you for your response.
  
  
  I must formally reiterate my strong objection to the outcome of this case. When I purchased the tickets via Viagogo, the delivery method was clearly indicated as postal delivery. However, without my prior knowledge or consent, this was changed at the last minute to a same-day handover at a ********* near the venue.
  
  
  This change was made unilaterally and communicated far too late to make proper arrangements. As a result, I was unable to attend the event and incurred a loss of nearly $4,000, including ticket costs and related travel expenses.
  
  
  This is a clear violation of the original agreement, and I hold Viagogo accountable for the change in delivery method which directly caused the failure of the ticket delivery.
  
  
  I am requesting a full refund on the basis that the service I paid for was not delivered under the agreed terms. If this matter is not resolved amicably, I will be forced to take further steps, including filing a chargeback with my card issuer and reporting the case to relevant consumer protection authorities.
  
  
  I trust that Viagogo values customer trust and fairness and will review this case again accordingly
  
  

  Sincerely,
  
  *** ******
  
  
  
  
   
  

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Issue Summary:- On April 9, 2025, I purchased two sets of tickets for the *************** at the ***********************************. - The first set was for August 10, 2025: 4 tickets, Center Court, Section 113, ************** delivery, I discovered the tickets were incorrectly issued for Grand Stand Court, Section G113, Row *a different court and section than what I purchased. Actions Taken: 1. April 9: I immediately contacted ViaGoGo to report the error. The agent documented the issue and notified the seller to reissue the correct tickets. I was advised to wait **3-5 business days** for resolution. 2. April 16: Having received no update, I called again. The agent reiterated the issue but informed me that ViaGoGos **Ticket Guarantee** would only be enacted on the day of the event (August 10), with comparable tickets or a refund offered at that time. Why This Is Unacceptable: - I am flying in for this event and need to book non-refundable hotels, airfare, and rental cars. Waiting until August 10 for resolution is **not feasible**, as I require confirmation of my tickets by the end of April to finalize travel plans. - Despite escalating to a supervisor, I was told the seller has an undisclosed deadline to correct the issue, with no commitment to resolve this proactively. Requested Resolution: - Immediate reissuance of the correct tickets (Center Court, Section 113, Row D) no later than April 30, 2025. - If this is not possible, I expect: - A full refund now (not contingent on the event date), or - Guaranteed access to comparable or better seats, confirmed in writing, so I can proceed with travel arrangements. This situation has caused significant inconvenience, and I trust ViaGoGo will prioritize a timely and fair resolution. Please respond within 48 hours with a concrete plan.

  Business Response

  Date: 04/18/2025

  Thank you for the opportunity to respond to ***** ********, 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 regret the situation reported by ***** ********.
  
  We can confirm that we have provided an update on the situation, and ***** ******** needs to check our communication via email yesterday.
  
  Should ***** ******** require further assistance, please do not hesitate to contact us and our team will be happy to assist.
  
  We thank ***** ******** for the patience and understanding.
  
  ******* *.
  viagogo Executive Customer Care 
  
  

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 from Viagogo on 01/31/2025 for an event on 04/24/2025. Today I received and email for a refund and my tickets had been cancelled. I did not cancel the event and this was a special and important event. Viagogo refused to help me because, unsurprisingly the ticket costs have went up since I made my original purchase. Viagogo's terms and website claim that in these rare instances that they will go above and beyond to make it right. They also guarantee that the seller will have valid and real tickets only. I immediately called support, was escalated to a supervisor who also did nothing to help me. This was my not my fault as the Buyer and Viagogo let me repurchase tickets from a Seller that obviously did not have valid tickets. If this cancellation had been done when originally purchased, perhaps they would have been able to help buy getting me tickets at a comparable price that I originally paid ($440). Since the seller cancelled only a week before the event, the tickets are all more expensive now. I purchased new tickets ($670) and wanted Viagogo to at least refund me the difference of $230 between the two tickets. The supervisor said they could not do that. I asked if they could at least refund me the $180 of fees, and they refused. Viagogo dropped the ball by allowing a Seller to list tickets that they could not fulfill. As the Buyer, who was wronged by the seller and Viagogo - I should not be the one suffering from this error. Viagogo did not go above and beyond as they claim or help me get comparable or better tickets. I would like a partial to full refund for my new tickets. I do not think that is unreasonable. Additionally, ticket resellers are legally required to list the cost of the tickets with fees which was not the case when repurchasing either. The attachments show ticket purchases (new and old) and Viagogo's terms.

  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 are sorry to hear about the situation reported by *** ******** *****.
  
  We can confirm that we have reviewed the situation, and *** ******** ***** has been correctly reimbursed within our terms and conditions and in accordance with our processes.
  
  We regret that we will not be able to provide additional compensation as all of our processes were followed correctly.
  
  We apologize, and we thank *** ******** ***** for her patience and understanding.
  
  ******* *.
  viagogo Executive Customer Care 
  
  

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Bought tickets for a soccer match onlione through VIAGOGO and was denied entry into the event. I want a full refund.

  Business Response

  Date: 04/24/2025

  Thank you for the opportunity to respond to *** ***** *******, 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 *******************************************************
  
  A Chargeback was opened by *** ***** *******, and at this time we are unable to assist, as the dispute was passed directly to the bank.
  
  We recommend that *** ***** ******* contact the bank to verify further information.
  
  When we hear back with an update from the bank, we will be able to provide further information.
  
  We thank *** ***** ******* for the patience while we tried to resolve the issue.
  
  ******* *.
  viagogo Executive Customer Care 
  
  

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 went on several sites to get tickets to this show in ******** and understand that there is a delivery and/or service fee however this site did not describe the breakdown in prices for me as a consumer to click purchase or not. I only saw the total price however the service fee and delivery fee were almost the same price as each ticket which is horrible and I did not know that because it was not advertised until after I purchased the tickets. I would like a partial refund

  Business Response

  Date: 04/18/2025

  Thank you for the opportunity to respond to *** **** ********, 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 understand the issue raised by *** **** ********.
  
  We can confirm that our website provides transparency to our buyers and the full price breakdown is available to our buyers before the purchase is made.
  
  It is not possible for our buyers to make a purchase before they have access to the full price they are paying.
  
  We regret that we will not be able to provide a partial refund as requested by *** **** ********.
  
  We thank *** **** ******** for her understanding.
  
  ******* *.
  viagogo ***********************

  Customer Answer

  Date: 04/21/2025

  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: I do not accept this response from the business because as you can see the orchestra seats at 111 that is what we chose and we went all the way through and then when I got my ******* confirming everything it said 408 there was no breakdown 

   

   

   

   

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

  
  Sincerely,
  
  **** ********
  
  
  
  
   
  

• Initial Complaint

  Date:04/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 a parking pass to go along with tickets to an event on April 4th. I paid $25 for the parking pass. When I got to the parking garage, there was no way for me to use the parking pass. I needed an attendant and the parking garage was fully automated. So I had to pay for parking again. The parking garage was only $9 to park there. So not only did I have to pay two times, they are charging more than double what it actually costs to park there. The pass they sold me was useless and when I reached out to customer support, they said the event had already happened, so they would not refund my money.

  Business Response

  Date: 04/18/2025

  Thank you for the opportunity to respond to *** ****** *****, 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 regret the situation reported by *** ****** *****.
  
  We can confirm that we will investigate the situation immediately and provide assistance to *** ****** *****.
  
  At this time, we will contact *** ****** ***** directly and ask that she please review our communication.
  
  We thank *** ****** ***** for her patience and understanding.
  
  ******* *.
  viagogo Executive Customer Care 
  
  

  Customer Answer

  Date: 04/24/2025

  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:

  I did agree to the user terms and agreements. They stated that you get your tickets in time for the event. Your tickets will be valid for entry. While I did receive my parking pass in time for my event, it was NOT valid. I had to pay for parking again in order to park in that parking garage because the parking pass was NOT accepted. They violated their own terms. I also have not heard from anybody, even though they stated they would reach out.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 bought tickets for an event since October 2024 and have been trying to get them until today without success, I contacted by email and today by chat but they just told me that the seller could not fulfill the order, I asked for a refund and they denied it, I need to have the tickets as I have to travel for the event and I don't want to expend money not being sure the tickets are real, they did not solved the case and cut the chat without a solution, they are not serious, if they don't deliver why not to refund, now they say that will look for another seller, so I have to wait longer, it's not acceptable

  Business Response

  Date: 04/18/2025

  Thank you for the opportunity to respond to *** ****** *********, 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 regret the situation reported by *** ****** *********.
  
  We can confirm that we are working as quickly as possible to resolve the situation and will be in touch with *** ****** ********* to provide an update.
  
  At this time, we kindly ask that *** ****** ********* wait for a response, and we will do our best to resolve the issue as soon as possible.
  
  We thank *** ****** ********* for his patience and understanding.
  
  ******* *.
  viagogo Executive Customer Care 
  
  

  Customer Answer

  Date: 04/25/2025

  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:

  I agree that Viagogo is just a trade place and they don't sell tickets, but if I buy tickets in this site and they receive 100% of my money in the moment I did the purchase, and after 6 months waiting for the tickets they did not fill the order, they should refund my money, that is simple, they received almost $2,000 and keep them for more than 6 months, while I was asking for the tickets to plan my trip on time, that's why I bought the tickets 10 months before the concert, but they didn't gave me tickets or money on 180 days, so, they are acting wrong, it's logic that the seller never received the money as he did not have the tickets, so my money and my time was kidnaped by viagogo. My opportunity to get air tickets and hotels in a decent price will never be back, that is the part that viagogo never understood and never recognized the damage.

   

   

   

   

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

  
  Sincerely,
  
  ****** *********
  
  
  
  
   
  

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Date of transaction 25 May 2025, 11:36 am HK time The amount of money is HK$6836 Viagogo on the website states the lowest price guaranteed, on Selling the Baby Monster Concert HK Stop Event on 24 May 2025. I purchased 3 tickets, with horrible prices on the sale day 1, and there has no ticket information confirmed the confirmation email, has No seating information or delivery information available at all. I am very scared of the being scammed and cheated as I promised the ticket to my daughter as birthday present to her. I did contact the service agent, and they declined to resolve the problem for me and rejected to refund. Details can refer to the attached letter. My requst to refund as I don't trust to this business, they are doing some acution business, which they are authroized and reliabled service vendor, through this experience, they are not, they are scamming tactically.

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond to *** ***** **, 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 *******************************************************
  
  A Chargeback was opened by *** ***** **, and at this time we are unable to assist, as the dispute was passed directly to the bank.
  
  We recommend that *** ***** ** contact the bank to verify further information.
  
  When we hear back with an update from the bank, we will be able to provide further information.
  
  We thank *** ***** ** for the patience while we tried to resolve the issue.
  
  ******* *.
  viagogo Executive Customer Care 
  
  

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 in November and I thought I was purchasing them from ticketmaster. 2 days later Ticketmaster sends email stating the tickets were stolen and had been sent back to original owner . I was advised I had to contact Viagogo for a refund. 5 months later they still wont refund me my money. I missed the concert. It was a gift for my niece and out ****** I dont understand how people can steal from you. I just want my money back from the tickets I did not receive.

  Business Response

  Date: 04/18/2025

  Thank you for the opportunity to respond to *** ******* *******, 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 *******************************************************
  
  A Chargeback was opened by *** ******* *******, and at this time we are unable to assist, as the dispute was passed directly to the bank.
  
  We recommend that *** ******* ******* contact the bank to verify further information.
  
  When we hear back with an update from the bank, we will be able to provide further information.
  
  We thank *** ******* ******* for the patience while we tried to resolve the issue.
  
  ******* *.
  viagogo Executive Customer Care 
  
  

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 the *** **** concert for the 29th of March and was denied entry with the tickets purchased. Were told directly by the gate workers that ************************** was a scam and a lot of people were turned away last night at the event. I called Viagogo and they sent me an email that a refund will be issued but I have not received the refund yet. I am asking for the refund to be expedited back into my account. ************************ sent me bad tickets and I was denied entry into the concert last night. The public needs to know that ************************ was scamming people and selling bad tickets to events.

  Business Response

  Date: 04/18/2025

  Thank you for the opportunity to respond to *** ****** ********, 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 regret the situation reported by *** ****** ********.
  
  We can confirm that the refund was already processed on April 2nd, and on that same date an email was sent with information and timeframe for the refund.
  
  If *** ****** ******** needs help locating the funds, he can contact the bank directly and request assistance.
  
  We thank *** ****** ******** for his patience and understanding.
  
  ******* *.
  viagogo ***********************