SmallBizGenius Analysis
Viagogo is an online ticket marketplace where users can buy and sell tickets to events. While Viagogo has a decent Trustpilot score, customer reviews reveal a mixed experience, with some praising the platform's ease of use and others reporting issues with ticket delivery, pricing transparency, and customer service.
Category Breakdown
Scores based on analysis of 284 recent reviews
Ease of Use
8.5/10Many reviewers appreciate Viagogo's user-friendly website and straightforward purchasing process. Customers found the platform easy to navigate and the ticket buying experience quick and efficient.
25 reviews mention thisTicket Delivery Issues
3.5/10A significant number of reviewers report problems with ticket delivery, including delays, last-minute cancellations, and tickets not arriving at all. Some customers express anxiety about receiving tickets close to the event date.
20 reviews mention thisPricing and Fees
4.0/10Several reviewers complain about high prices and unexpected fees added during the checkout process. Customers feel that the surcharges imposed by Viagogo are excessive and lack transparency.
18 reviews mention thisCustomer Service
5.0/10Some reviewers express dissatisfaction with Viagogo's customer service, citing unhelpful agents, slow response times, and difficulty resolving issues. Customers report feeling ignored or dismissed when seeking assistance.
15 reviews mention thisTicket Authenticity
6.0/10While some reviewers confirm the validity of their tickets, others report receiving fake or unusable tickets, leading to denied entry at the event. This creates a sense of risk and uncertainty for potential buyers.
12 reviews mention thisSeat Discrepancies
4.5/10A few reviewers report receiving seats that were different from what they originally purchased, often in less desirable locations. Customers feel misled and disappointed when the actual seats do not match their expectations.
8 reviews mention thisPros & Cons
What Customers Love
"The buying process is very smooth and quick."
"Thanks for providing a save platform to purchase tickets, and helping me to grasp the change to enjoy the show."
"We were kept well informed about our tickets and what to do, how to download. Excellent communication and our seats were amazing."
"As a first time user, it was very easy to use the platform and I was able to get the tickets I wanted without any issues and was really impressed with the overall platform and how secure it was."
"GOT THE TICKETS MONTH BEFORE it was really good because with the bad bunny concert I got them 25 hours before so I lost the money since you guys told me that you where probably going to give get the t..."
Common Complaints
"Price plus extras was a bit steep."
"Tickets arrived quite late and they were substituted by a seat which was not where I had originally requested."
"I bought my tickets for Edinburgh tattoo they changed the seat to the back of the performance. I wasn't given a row number and learned they were scammers. I complained and the didn't listen, they said..."
"I bought 150+ euro tickets for a football match, with good seats and a great view of the field. Ended up getting the worst seats in a totally different part of the stadium, priced at just 10 euros, be..."
"being honest i was a bit worried throughtout the waiting period as i was told that the tickets will arrive on the day of the event or a little earlier, and the thought of going there without the ticke..."
Common Questions About Viagogo
Answers derived from customer review patterns
Is Viagogo legit and trustworthy?
Viagogo's legitimacy is a recurring concern among reviewers. While some customers report positive experiences with valid tickets and smooth transactions, a significant number describe issues with fake tickets, last-minute cancellations, and seat discrepancies. The platform operates as a marketplace, so reliability can vary depending on the seller. Small business owners should exercise caution and thoroughly research sellers before making a purchase to mitigate the risk of encountering problems.
Based on 45 reviewsDoes Viagogo have good customer service?
Customer service experiences with Viagogo appear to be inconsistent. Some reviewers praise the quick and helpful responses from the support team, especially when addressing concerns about ticket delivery. However, a larger portion of reviewers express frustration with slow response times, unhelpful agents, and difficulty resolving issues related to invalid tickets or incorrect seating. Businesses should be prepared for potential challenges in contacting and receiving satisfactory support from Viagogo's customer service department.
Based on 30 reviewsIs Viagogo worth it for small business?
Viagogo's value for small businesses depends on their risk tolerance and specific needs. The platform can provide access to tickets for sold-out events, which could be useful for client entertainment or employee rewards. However, the potential for negative experiences, such as receiving fake tickets or encountering high fees, makes it a risky investment. Businesses should carefully weigh the potential benefits against the risks before using Viagogo.
Based on 25 reviewsWhat is Viagogo's return policy like?
Viagogo's return policy is not explicitly detailed in the provided reviews, but the general consensus is that refunds are only issued in specific circumstances, such as event cancellations or invalid tickets. Some reviewers report difficulty obtaining refunds even when tickets were not delivered or were unusable. Businesses should carefully review Viagogo's terms and conditions regarding refunds before making a purchase, as the process can be complex and outcomes uncertain.
Based on 15 reviewsWhy are Viagogo's fees so high?
Reviewers frequently mention high prices and unexpected fees as a major drawback of using Viagogo. These fees often include service charges, handling fees, and taxes, which can significantly increase the final cost of the tickets. The platform operates as a marketplace, where sellers set their own prices, and Viagogo adds its fees on top. While the exact breakdown of these fees is not always transparent, customers perceive them as excessive and a deterrent to using the platform.
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