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:03/29/2025

  Type:Product Issues
  Status:

  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 through Viagogo on March 28, 2025, for the ****** The Creator concert at ****************, paying $348.22. The listing made no mention of an obstructed view, nor did the tickets themselves. However, upon arrival, I discovered that the main stage was completely obstructed from my seats, making it impossible to view most of the performance. This was a total misrepresentation of the listing.After the event, I attempted to contact Viagogo through their automated system, which directed me to fill out a customer support formbut the website was down and wouldnt allow me to submit it. I then used the live chat function. One representative told me I had no valid claim, while another told me I did have a valid claim and to contact supportagain, redirecting me to the same non-functioning support page.Additionally, a Viagogo representative stated the following: Since the event has already passed (March 28, 2025), and you have evidence that the seats had an obstructed view that wasnt disclosed in the listing, youre covered by our FanProtect Guarantee. Despite this assurance, I have not been able to reach a functioning support system or receive any resolution. I have photo evidence of the obstruction, time- and date-stamped, and yet I have been met with automated messages, conflicting information, and no way to submit a claim.

  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 be in contact with *** ****** ******* to provide assistance and should *** ****** ******* require further assistance, we will be available to assist her.
  
  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  Purchased tickets for The Eagles at the Sphere in ************ on 3/14 @$983 for 4. Tickets came via email ready to download into my Ticketmaster account. Upon doing so, the tickets had already been accepted by another email. I went through every troubleshoot before contacting Vivago 48 hrs before the Concert (received email for tickets 4 hours prior to contacting) and I provided all the information and screenshots to escalated the situation. I was assured by the customer service *** and via email they would have it resolved before the concert. I was never contacted again. I emailed several times. Still escalating and they were doing it. I finally called again 4 hours prior to the concert and was on the phone with them all the way until 10 minutes before the concert began (not doors opening, the start) and was told they would refund my tickets at a later date (unknown). No ***lacement opportunity, just you're dumb for using us basically. Worst ticket experience in my 47 years on earth and 500+ shows. Unrealiable service and customer service (*****). Buyer beware. I flew to ********* to see this and my flight and hotel were $1000. My entire trip ruined. Also my 3 other friends spent the same amount traveling for this event, another $3000.

  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 full refund for the order was made on March 18th and on that same date we sent an email to *** ******* ****** containing the refund information.
  
  Once again, we regret the situation reported and thank *** ******* ****** for his patience and understanding.
  
  ******* *.
  viagogo Executive Customer Care 
  
  

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  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.

  Dear BBB Team, I hope this message finds you well. I am writing to urgently file a formal complaint against Viagogo, an online platform that has caused me significant distress due to its deceptive practices. I firmly believe their actions are not only fraudulent but also intentionally designed to mislead consumers. I seek your assistance in resolving this critical issue. Below are the details: Order Details: - Order Number: ********* - Date of Purchase: March 18, 2024 - Amount Charged: US$4900.60 - Website Link: ************************************************ Summary: Fraudulent website practices and refusal to issue a full refund. Detailed Account: 1. Misleading Practices: Viagogos website misled me into purchasing under false pretenses. Critical refund policy details were either hidden or absent, a deliberate tactic to deceive consumers. 2. Lack of Refund Policy: The website does not clearly display or provide access to its refund policy, denying consumers their basic rights. 3. Unresponsive Customer Service: Despite repeated attempts to contact Viagogo via email ************************************************** I have received no response. There is also no clear mechanism to request a refund. 4. Excessive Fees: The service fees were exorbitant and undisclosed prior to purchase, reflecting unethical practices. 5. Damaging Reputation: Numerous negative reviews highlight similar experiences, with many users reporting deception and neglect by Viagogo. Action Requested: I request your immediate intervention to secure a full refund of US$4900.60. Viagogos practices are unethical and potentially illegal. I expect prompt corrective action and guidance on resolving this matter. Thank you for your attention. I look forward to your prompt response.

  Customer Answer

  Date: 04/13/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Viagogo regarding complaint ID ********.
  
  Sincerely,
  
  ****** ****
  

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  Status:

  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 tickets via viagogo on Feb.10 with amount of $377.85. I was totally scammed by this company. During all my steps purchasing the tickets, from seats selecting to purchase confirmation, all seat details indicated as Orchestra *************** after I finished my purchase and got confirm email, I found out my seats were transferred to Orchestra Tier **************** seat sections are shown clearly on the website and have separate entries, so it is misleading and fraud on purpose. I tried to contact the company but their attitude was awful, and apparently, they know what they are playing and so dare to disregard the law and people rights, as the customer service stated, "this is how we work." I found lots of people have scammed by the web before on internet, and they were so worried and disappointed that such illegal companies could exist under US government. As a platform offering resale tickets, they don't verify and ask for proof from sellers before listing, while blame all the responsibilities on buyers who are innocently blinded from real info, taking great advantages as 'service fee' from them. The company is completely the hotbed for the scammers or more fair to say, they are the actual manipulator partner of the crime on the dark side.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  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 placed an order with Viagogo for a soccer game in ********* Spain between ************ and ********** in march 8th, 2025. The game was suspended due to the teams doctor passing away and has been postponed. I contacted Barcelonas ticket office and they said they will not have a new date for the game for months. Viagogo will not give me a refund for the tickets and is telling me I will have to resell them. The problem is that I cannot resell the tickets because there is no new date for the event. They have left me stuck with tickets I can do nothing with and I live 6000 miles away so it is impossible for me to go to the game on a new date.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  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 to go to the ******** va Bucks game on January 21st. The game was on Wednesday January 22nd. The game got canceled and reschedule to April 6th. My tickets were showing up perfectly fine until about a week after the game was rescheduled. Viagogo allow the customer to go in and change the tickets to a completely different game then the tickets I purchased. This is extremely terrible because I purchased a flight to go to *********** since I dont live in that state to see this game. I have contacted Viagogo several times about fixing this issue and they have yet to even try to resolve my issue. The fact a customer can purchased tickets and the seller go back after the purchase and change them to a completely different game and different dates literally a month apart and have no repercussions for the seller is just a slap in face. This needs to be resolved **** and this company needs to get shutdown. This is terrible way to treat customers and half the customer service staff barely speaks English. You have a supervisor name ******* who is extremely rude. I will never use this company, recommend this company, or do any type of business with them because they are fraudulent and dont honor what they state on their website. I called about this issue over a month ago its almost going on 2 months and every time you call. They say they understand my frustration. This is by far the worst customer service Ive received in a while. And I want everyone to know plans on going to a sporting event that this company needs to be shutdown and dealt with. Please help me with my problems because at this point. Im ready to sue this company. I also purchased parking passes because I would need to park at the game. So much of money is lost because of this terrible company. Please hold them accountable.

• Initial Complaint

  Date:03/09/2025

  Type:Order Issues
  Status:

  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 seats for a function at the *********** in ************ on a balcony floor for $340 and received standing room tickets on the main floor worth $13. I purchased from my home in the ** for a date that I will be in ************. The map of seats was very clear about what I was buying, on one of the balcony levels . I know this theater. Viagogo keeps gaslighting me, telling me that the tickets are on the balcony and are what I paid for. There is no standing room on the balconies of this theater. The theater for its part has stated that Viagogo is not authorized to sell tickets for them and that the sale was clearly fraudulent. I have screenshots of what I paid for, the receipt clearly showing that I paid for balcony seats, and the actual standing room on the main floor tickets I received. The only solution they offer is that I can use their site to resell the tickets. They absolutely refuse to take any action with regard to an obvious fraud on their site and have gone so far as to tell me that I dont speak Spanish and thats why I dont understand that the tickets are what I paid for. (Spanish is my native language.). This is such in-your-face fraud. I dont understand how they can legally operate when they behave like this.When discussing this transaction, do not allow them to lie by saying that the balcony seats are the standing room. The theaters website shows clearly what each section is. ***** is seated areas with doors above the main floor. ************* (standing paradise) is standing room at the back of the main floor. There is no standing room on any of the balcony floors.

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Viagogo regarding complaint ID ********.
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  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.

  Someone created a fake account and purchased tickets for a game in ********. I live in ********! I called my bank immediately to advise of the fraudulent charge and they were able to help me reverse the charge. I called viagogo customer service and they are not removing or blocking the account. They are literally doing nothing to help and I feel like they are protecting the fraudster over me, the victim! Terrible company! You've been warned - DO NOT BUY TICKETS FROM THIS COMPANY! They are probably the ones who are frauding their customers since they won't help!

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Viagogo regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  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 bought tickets on Viagogo on January 20th for a March 7th event.This was something we travelled for and spend money to go to, and less than an hour to the event, their support said the tickets are not available and they can only refund ***** this was a lot more money than just the tickets, I want to take legal action.

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Viagogo regarding complaint ID ********.
  
  Sincerely,
  
  ******** *********
  

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  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 baseball tickets from this company for a game in *****. Upon completion of the purchase it was learned that the tickets were not able to be delivered physically or electronically to me in a timely manner. I asked for a refund of the tickets within *********************************************************************************** time. I was told no refunds were available even though the tickets have not been shipped or even processed for shipping.