Written on: 23/09/2012
I purchased tickets from Viagogo for the Lady Gaga concert. I got an email confirmation at 1.09pm on the same day of the concert which started at 6pm to say that the delivery method would be sent to me. By 3pm I had not received this, so I called Viagogo 3 times and could not reach a customer representative despite holding for 40 minutes. I then got a 2nd email from you at 5.02pm just 58 mins before the doors were due to open to the concert to say I would be contacted by the seller. Not knowing what to do I became very concerned as the show was now starting very soon. This is ridiculous to be sent this so close to the concert with no phone number to call.
I then received an email direct from the seller who now was Viagogo!!!! at 6.36pm which was in French (I ordered in English) and who says they were part of the Viagogo team. This was sent 36 minutes after the doors had already opened and after the concert had already started. This is unacceptable and meant I could not possibly pick up the tickets in time. Not only was the meeting place not at the venue, they expected me to come to their hotel and miss the first half of the concert. I told them this was unacceptable and to cancel the tickets. I feel very let down by Viagogo who have ruined my weekend. They then sent a message to says they had technical problems so have already admitted liability, and have failed to deliver the tickets on time. The tickets were to celebrate my mothers birthday and we spent a lot of money traveling to the venue on Eurostar from the UK as well as taxis.
Under the Supply of goods and service s Act 1982, anyone providing a service has to use reasonable care and skill. With tickets, this means that they should be delivered within sufficient time to go to the event. As the tickets didn't arrive on time I am entitled to a full refund, yet not according to viagogo!.
The representative agreed to meet us at the Mcdonalds by the venue. I spent 60 Euros going there in a taxi and the representative did not show up. I called 19 times on both their mobiles and it was not until I threatened to contact the police that the lady called back and told me "to stop calling" as she finished work 20 mins ago. She says her "friend" who was going to deliver the tickets and meet me at the Mcdonalds must be late. I told her the concert had already started and she said she could do nothing.
Eventually her colleague called me and told me to meet him at Mcdonalds. Not believing anything they were saying anymore and as we had now missed the two supporting acts and the first part of Lady Gaga we left.
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