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Business Profile

Event Ticket Sales

Viagogo

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Event Ticket Sales.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

Find a Location

Viagogo has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Viagogo

      175 Greenwich St Fl 59 New York, NY 10007-2450

    • Viagogo

      1209 Orange Street Wilmington, DE 19801

    • Viagogo

      348 W 57th St Ste 191 New York, NY 10019-3702

    Customer Complaints Summary

    • 215 total complaints in the last 3 years.
    • 139 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/12/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 to a concert on 1/31/2025 on viagogo website. Once confirmed and tickets received in Ticketmaster account within a day, seat location was determined to be far away from location as shown in listing. I contacted viagogo via chat twice on 2/1/2025 (no help) and again on 2/5/2025 (reassurance) and they instructed me to transfer tickets to them, which I did, following instructions they emailed me. Their guarantee offered different tickets, all of which were inferior to location as shown in listing, and worse than even the actual locations of the tickets delivered to me. I therefore requested a refund, which they said they would contact me about within 72 hours, per their email. However, after several days going by without any response or refund, and no way to get any resolution, I retook possession of the tickets via Ticketmaster. Viagogo customer service never responded and so I spent way more on these tickets than for other, better locations on their own website. I think the drawn out customer service time delay is by design. While waiting for a refund, I also had to forgo other tickets on their website as a substantial amount of dollars were tied up in this transaction. I would have hoped for a quicker refund, or at least a partial refund to match pricing of other tickets in the same section that I received, that they subsequently sold for the same concert, for less.

      Customer Answer

      Date: 08/06/2025

      Better Business Bureau:

      At this time, I have not been contacted by Viagogo regarding complaint ID ********.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:07/08/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Order number: ********* I contacted them 2 hours before the event saying I never received my tickets and to help me get it figured out before the event. after 2 long hours of talk over the phone and the support chat on the website they finally had enough proof to send me replacement tickets (website has a guarantee) **************************************************************************************************************** They sent me a link to get replacement tickets about 20 mins into the event that had started already. I paid over 9k USD for the my original seats and when I got the option to pick new seat they were in the nose bleeds. I contacted and asked for better seats but that's all they had and then said I can pick a refund option if I don't like the seats. so I go ahead the pick the refund option and they told me to wait 72 hours. after the 72 hours they send me email saying we confirmed your tickets were valid for the event so we can't give you a refund, I contacted many times after that saying I never got my tickets how can they be valid for the event and they just never listened to me and now I am out of my money.

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 from this company. Tickets were sold as July 4 2025 tickets received were for July 5 th 2025. Called customer service and they said they would work to rectify the issue. Have not had resolution as of yet. This company is known for fraud. They are well known to scammers as well. ******** use the site to sell fraudulent tickets.

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 about 4 hours before the show. I then had to pay for someone to watch my very sick with stage 4 cancer father in law while I proceeded to drive 2 hours from ******** to ****** to see the show. When I got there my tickets were not even transfered. Despite talking to customer service which took me forever to figure out how, I was at this point missing most of the opening act which was a big reason I wanted to go. I eventually was told I would get a refund, but that did not help. I was already there and spent money on gas, a sitter, food, and then I had to sit outside just to hear the concert. It was absolutely horrible. They ruined it for me and cost me a lot of money not just in the to let's but everything else just to get there. I think it's fair they pay my expenses, and although it won't fix this absolutely horrible mistake it would make it a bit better.

      Customer Answer

      Date: 07/25/2025

      Better Business Bureau:

      At this time, I have not been contacted by Viagogo regarding complaint ID ********.

      Sincerely,

      ******* *****

    • Initial Complaint

      Date:06/26/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Ordered tickets last November for a February show. Show was postponed 2 days prior to date. Crickets. Finally found rescheduled date via searching online. All other 3rd party providers (VividSeats, ********, etc.) had updated their information with the new date of September 19th. However, we're seeing another artist on September 19th with tickets, more expensive ones at that, from Viagogo already. I contacted Viagogo June 14th and was told I need to sell them but they don't give me that option online, just an error. I've called pretty much daily and they've told me they have to reach out to *********************** (the venue) to see if the date has changed. I've sent them screenshots of other seller sites and the email I received directly from *********************** itself. I cannot sell tickets I never received. Every time I call, I'm told it's being escalated and when I say I could always dispute the charge, they threaten retaliation with the other tickets I have (locking my account so I can't use them). At this point, I want a refund under their "rare instance" clause. It is rare because I already have tickets on that exact day through them which they see and I've been trying to unload them for 12 days now with no resolution. I've tried to go about and sell them but I can't even do that. It's ridiculous.

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 on viagogo by order number ********* I was issued not working tickets in form of screenshot which denied my entry. I contacted viagogo multiple times despite their guarantee to resolve it to replace or issue refund I got nothing they stole money from me and now they are claiming I have chargeback open against them when I closed ****** case a long time ago to obtain refund which they asked me to do. I've been lied to multiple times and continue to be lied about some open chargeback and still have no money back for tickets that never worked.

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a Deceived customers.When I just purchased the Hong Kong BLACK PINK concert this morning on cityline,suddenly popped up a link that took me to the viagogo website. But I didn't know that I had already redirected to this website and paid within ten minutes.After pay for I don't know, this is my previous website,I'm just curious Why is there no place to pick up tickets by one self. And there is a handling feeI thought it was a shipping feeI didn't realize it wasn't on my original ticket purchasing interface.I contacted my credit card company and they have already closed my credit card payment .But there is still no way or place to cancel this order.The approach is unreasonable and illegal.I now request a full refund and immediate return of all cash And .we do not accept any form of coupon ? I will continue to strongly appeal to the end.The Order ID: ********* Event: BLACKPINK Ticket(s): Section Tier 8, Row , (1 Ticket(s))Listing Note(s): Venue: *************** Date: Sunday, January 25, 2026 | 18:30 Order Information Customer Name: huabing Payment Method: Mastercard: ************3513 Number of Tickets: 1 Total Charge: HK$3,927 is not through deception or sudden advertising redirection. I do not accept any form of coupons,Just like I do not accept incorrect purchases and deceptive behavior.I hope to receive a reasonable and satisfactory handling, both those who want to buy and those who don't should have equal rights. For example, orders should have a cancel button added, which is also the fair service we enjoy on all platforms.Especially, I don't know what's going on, but the website is automatically selling my tickets for me. From buying to selling, I don't even know what's going on, and I'm just being manipulated by this website in a confused way Yours sincere ******

    • Initial Complaint

      Date:06/13/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Your tickets Expand Enjoy the event!*Happy dance* Remember, your tickets are from the original ticket vendor.Nurse **** Sat, Jul 12 10:00 pm Music Box at the *********************, **********, *** 6 Section: 100UPR, Row: Q Order Number ********* Section 100UPR *********** 108 - 113 *************** Tickets Quantity $42.48 x 6 Fees $119.95 Total Price $374.83 They refuse to transfer me the tickets. I have been waiting since April. I have 5 peoples plane tickets and myself who BOUGHT PLANE TICKETS FOR THIS EVENT. Their money back guarantee for the tickets is not going to cover this expense. Their transfer via Ticketmaster does not work as Ticketmaster says they are not responsible. I tried different browsers different emails. They keep telling me they are escalating and will contact me and they have NEVER contacted me. I DEMAND PAPER COPIES OF THESE TICKETS IMMEDIATELY. THANKNYOU

      Customer Answer

      Date: 07/07/2025

      Better Business Bureau:

      I have been co tasting rhemnaost Daily  sending statements from ****** emails from

      Ticketmaster informing them the venue has RELEASED tickets  they still have  not released my tickets and I am set to travel on Wednesday and 5 other people on Friday for try Saturday show    I have seen many complaints about this company regarding not supplying tickets on day of event unless you purchase expensive tickets this particular show is sold out  this is a foreign company and I reported them to the ***  Still no tickets in over 5 months causing me perpetual stress since I am responsible   There is another headquarters in ********** but there is no way to contact anyone   Thank you


      At this time, I have not been contacted by Viagogo regarding complaint ID ********.

      Sincerely,

      ***** ***********


    • Initial Complaint

      Date:06/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 and paid for tickets to a concert from a company called viagogo on 06/04/2025. I expected my tickets immediately after my purchase which did not happen. It has been over a week and still haven't received my tickets which cost ****** for three tickets. I called the company to get a refund and they said there was no way they could do that. They went on to tell me I could sell my tickets, tickets I don't have. I just need help to get my money back. Thank you for your time.

      Customer Answer

      Date: 07/07/2025

      At this time, I have been contacted directly by Viagogo regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       

       They contacted me because I disputed the charges with my bank, I'm not sure it had anything to do with my complaint through the BBB. They claim they started an investigating. My bank gave me a temporary credit, but Viagogo still has not refunded my money. 

       

       

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

      Sincerely,

      **** ******

      Customer Answer

      Date: 07/30/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Viagogo has been resolved.

      (By clicking "OK", your complaint will be closed as ********************** never resolved the issue. I had to sell my tickets at a loss 


      Sincerely,

      **** ******

    • Initial Complaint

      Date:06/10/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      On March 27 I got two charges for orders ********* and ********* which were charged without reason. Company argues that I didnt deliver electronically concert tickets but these tickets were in the form of a bracelet. Also, their employee contacted me and I explained the situation and offered to hand deliver the tickets but the buyer declined. Agent said he would cancel the tickets and didnt explain there were some charges. Hours before this I tried to modify/Cancel the sale price but the website didnt allow me to. After 45 days of waiting for an answer they just replied no without any proper justification.

      Customer Answer

      Date: 07/07/2025

      Better Business Bureau:

      At this time, I have not been contacted by Viagogo regarding complaint ID ********.

      Sincerely,

      ****** *******

    Viagogo is NOT a BBB Accredited Business.

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