Written on: 18/09/2012
Mistakes can happen and I always say judge a company not for making a mistake, but how they go about putting things right. Viagogo failed miserably.
My tickets were booked way in advance, and in the end I was unable to go so I needed to change the delivery address my tickets were to be sent to.
The Viagogo website wouldn't allow me to do this so I emailed them. What followed was a series of ignored emails, tickets sent to the wrong address, and Viagogo attempting to wash their hands of any responsibility.
Contacting Viagogo is a tricky business. The only telephone number I could find puts you through to an automated voice which was unclear and difficult to understand. The automatic system hung up on me each time I selected the option to check the delivery address.
Emailing Viagogo is also hit-and-miss. The email address provided on the website is the same one automated emails are sent from, and they tell you NOT to reply to that address!
In the finish up the tickets were sent to the wrong address, no-one was in to receive the delivery, and Viagogo then sent another email claiming that they bear no responsibility in the event of non-delivery. (Bearing in mind that I had contacted them to change the address BEFORE they were sent.)
Viagogo are extremely selective in replying to emails from their customers. For the most part my problem was ignored and shunted onto me. Once I sorted out their error I complained but these emails were also ignored.
Because the tickets are sent out just before the concert date, there isn't much time to correct a cock-up. I foolishly expected a swift response to sort this out; instead, there was no response at all.
If you have a problem, my experience is that this company will do NOTHING to help.
Even if THEY mess things up, don't expect any help.
I consider the attitude of Viagogo customer services RUDE and IGNORANT.
Funnily enough, I DO NOT RECOMMEND VIAGOGO.
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