Written on: 06/12/2012 by JoMK (1 review written)
Sadly it was far too easy to book tickets on the Viagogo website, actually receiving the tickets is another matter. Despite a 100% guarantee for which I was prepared to pay a premium they will not chase up sellers or engage in discussion with you until 3 days before an event - this is obviously far too late to come to a satisfactory conclusion if the seller has not despatched the tickets.
We ordered Gary Barlow tickets in October for 7/12, when they hadn't been despatched 3 days before I contacted Viagogo, their customer service is non-existent and their 'solutions' were abysmal! Despite still advertising tickets for the same date and venue they would not offer an alternative until 2 days before the event and only after numerous phone calls by me. When they eventually offered an alternative they were significantly worse seating than my original order but they could not confirm the discount they would offer.
30 minutes later I got a phone call, not to confirm the discount but to say those tickets weren't available but to offer a different alternative. By now I had no confidence in delivery of any type of ticket ever appearing and demanded a refund. In the one tiny instance of acceptable customer service I received an email within 10 minutes confirming the refund but no apology.
Their staff are next to useless, trying to obtain the name of a manager or speak to anyone with a hint of authority is a sheer impossibility. Having paid £400 for 4 tickets, paid and booked for train and hotel and discovering 2 days before the event that the company responsible is an incompetent bunch of cowboys who seem incapable of understanding their own guarantee I did not appreciate being told to 'calm down'!!
Despite the evidence to the contrary I don't believe they have a good choice of tickets because there is no guarantee that any tickets advertise will ever be delivered or even exist.
I appreciate that the company is just the middle man but if you are going to perform that function recognise the need to deal with sellers who renege on their side of the deal in time to provide a satisfactory solution to buyers who have trusted and relied on the completely worthless 100% guarantee. The only thing 100% guaranteed is dissatisfaction.
Viagogo should be changing their name to ViaNoNo.
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