Viagogo - Do I have a claim?

djc1982

Hi everyone,

I am new to this forum - I have read the guidelines and think this is ok but I apologise if I have posted this in the wrong place. I found this forum via a Google search for others asking about potential Viagogo claims.

I listed a sale on Viagogo at 8am on Tuesday, for an event that is today (Thursday). Viagogo accepted the listing, but stated they wouldn't arrange courier (as it was too close to the event), and gave me details on how to arrange delivery myself.

There wasn't a lot to the instructions, simply to insert their package note and arrange delivery "as soon as possible" to the address given, though with a note saying they do not accept delivery at weekends. I believe I followed these instructions entirely; I sent them via Royal Mail Special Delivery.

I then received an e-mail yesterday (Wednesday) at 4pm saying the tickets had been sold, I was due roughly £130 (below face value - it doesn't affect this issue but just to be clear I'm not in this for profit!). The e-mail also said I need to send the tickets as soon as possible... which obviously confused me as they should have already been received.

Tracking the parcel online, I then see that Royal Mail attempted delivery at 8.48 am, which Viagogo did not accept.

Speaking to Viagogo on the phone, they told me they only accept deliveries between 9am and 1pm, and as I had arranged delivery outside this time frame it is my fault they were not accepted. Furthermore it is their policy not to do anything with the Royal Mail cards that are left.

Ultimately my tickets were sold on the site as the listing did go live. However due to Viagogo not having the tickets, not only will I not receive the money, but I apparently may be liable for any costs Viagogo incur in finding replacement tickets for the person who ultimately bought those I sold.

I believe I can't be held responsible for this - I followed everything they gave me in terms of delivery instructions, which didn't mention the restrictive 9-1 'acceptance' hours. I also can't be held responsible for Viagogo's refusal to use the Royal Mail card - though I think this is secondary. Therefore I don't think I'm liable to cover any costs and, as I followed their delivery instructions, I think I'm still due the money agreed on the sale.

I'd be very grateful for any thoughts though.

Thank you in advance

Dan

pinkshoes

I have just looked through the T&Cs on their website, and nowhere does it mention between 9am - 1pm.

It just says something about arranging delivery with the buyer.

Did you speak to the buyer and let them know how and when the tickets were arriving? (Or via email?)

Are you saying that an attempted delivery has been made this morning, but the buyer did not answer the door?

What time does the event start, and is there time for the buyer to collect the tickets? Do you have a phone number to contact them on?

djc1982

Hi pinkshoes,

Thank you for your reply and for taking the time to look through the T&Cs.

There was no contact between me and the buyer, Viagogo didn't even give me a name and all the correspondence was between Viagogo & I.

The delivery address itself was also Viagogo's; it was them that did not answer the door to accept delivery. As I understand it from what I was given on the website, they take delivery and then separately arrange for the buyer to pickup from them.

The event starts this afternoon at 4pm, but Viagogo have told me that they have since arranged for alternative tickets for the buyer and so have in effect completely walked away from the tickets I was selling, which are still sat at the Royal Mail collection centre.

pinkshoes

ahh, I see.

I would argue that as no where in their T&Cs state delivery must be between 9am and 1pm (do check this carefully...) then you have a good case to be paid.

I would phone them immediately and ask them where their T&Cs state this.

Save their T&Cs in case they change!

[Deleted User]

It's an odd one this. How on earth could the OP ensure that Royal Mail delivered between the hours of 9am and 1pm?

djc1982

Thanks again pinkshoes - as you suggest I have saved a copy of the T&Cs and I agree there is no mention of the times.

Moneyineptitude - Indeed. Had they told me about the hours though I could have looked into alternatives; there must be some courier services that will agree to deliver in a four hour window. If they don't tell me though, I've got even less chance...

theonlywayisup

Good luck, do come back and update on how you get on.

JReacher1

The important thing here is that the OP was advised by Viagogo that their normal terms and conditions don't apply as the time frame was too short for the normal courier procedures to take place.

Without seeing everything in the email that Viagogo sent to the OP it is impossible to know whether the OP has a claim.

djc1982

Hi JReacher1, I agree that is actually a good point.

Nothing at all was sent by e-mail - on placing the listing I was directed to a page on the website with the details.

I have uploaded a screenshot of the details in their entirety to imgur, hoping to attach to this post. As a new user however I am not permitted to link on this site.

The text of the instructions reads:

1. Prepare Your Tickets
Print out the cover sheet and place your tickets inside. Put everything into an envolope [sic] and seal it. Copy the details below onto the front of the envelope.
Listing ID: [REDACTED]
VGL LMS Glasgow c/o MBE
98 Woodlands Road
Charing Cross
Glasgow
G3 6HB
United Kingdom

2. Deliver Tickets
Please arrange for delivery of your tickets as soon as possible by organising a courier or dropping the tickets off directly yourself. Tickets must be received 24 hours before the event to guarantee they will be made available for purchase. We cannot accept deliveries on the weekend.

That is the entirety of the delivery instructions.

I won't send to your inbox uninvited but if there is a way of making these screenshots viewable I am more than happy to do so to verify that there was nothing more!

Thanks

theonlywayisup

Write your link something like this:

w ww.thelinktomyphotos co.uk

custardy

The reason they can't 'receive' items before 9am is they are using a Mailbox retail unit.

We are open:
Monday to Friday 09.00-17.30
Saturday 12:00-17.00

OP. Did you sent the item via normal SD 1pm or 9am SD.
Stange for RM to attempt delivery so early for such an address.