Viagogo - Concert Tickets Purchase - Refund

k3lvc

Bogalot wrote: »

Same person?

Maybe but I suspect there are a whole load of people that in their haste to buy don't bother reading the T&C's then are happy to blame someone else

To be fair the sums involved for the Sheeran tickets seems to have brought out the worst in people

tashyco

I can't find their email anywhere. I have managed to find phone numbers ( not on their site) but they leave a recorded message and push you back onto their site right back to the very unhelpful 'Help centre'.
Viagogo should be shut down. I believe customer service is so important first and foremost. I feel violated, ashamed and robbed.

CardinalWolsey

Have a read of this article:

Note - as I can't post links, go to the Guardian website, and search for VIAGOGO - the first article entitled "Viagogo accused of sitting on refunds after overcharging for tickets" is the one you want.

It seems that you are not alone.

waamo

Have they billed your card for more than the grand total shown on the final screen or did you fail to read it properly?

ScottieMont

I may have picked this up incorrectly, but Viagogo are NOT ticket sellers - they are selling a service (connecting buyers and sellers, a bit like eBay) so should our consumer rights to cancel a contract of service not apply in these cases? It is also my understanding that, although the company is registered in Switzerland, the Swiss have incorporated very similar 14 day rights of cancellation into their Code of Obligations so we should be covered under both UK/EU and Swiss consumer legislation.

I too have been very badly burned by being charged significantly more than was stated throughout the transaction to purchase Ed Sheeran tickets (more than treble what was stated). It seems to be impossible to speak to a human at Viagogo, emails are ignored and there is no response other than an automated acknowledgement via their "contact us" form on their site. How does this company get away with such a shocking level of customer service in this day and age??

waamo

ScottieMont wrote: »

I may have picked this up incorrectly, but Viagogo are NOT ticket sellers - they are selling a service (connecting buyers and sellers, a bit like eBay) so should our consumer rights to cancel a contract of service not apply in these cases? It is also my understanding that, although the company is registered in Switzerland, the Swiss have incorporated very similar 14 day rights of cancellation into their Code of Obligations so we should be covered under both UK/EU and Swiss consumer legislation.

I too have been very badly burned by being charged significantly more than was stated throughout the transaction to purchase Ed Sheeran tickets (more than treble what was stated). It seems to be impossible to speak to a human at Viagogo, emails are ignored and there is no response other than an automated acknowledgement via their "contact us" form on their site. How does this company get away with such a shocking level of customer service in this day and age??

Strange. This was posted, deleted then reposted with no changes whatsoever.

wealdroam

ScottieMont wrote: »

I may have picked this up incorrectly, but Viagogo are NOT ticket sellers - they are selling a service (connecting buyers and sellers, a bit like eBay) so should our consumer rights to cancel a contract of service not apply in these cases? It is also my understanding that, although the company is registered in Switzerland, the Swiss have incorporated very similar 14 day rights of cancellation into their Code of Obligations so we should be covered under both UK/EU and Swiss consumer legislation.

You are probably right that Viagogo are just providing the marketplace for the buyer and seller to deal in.

You are also right that consumer rights apply in that situation.

However, the right to cancel comes from The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the right to cancel only applies when the seller is a trader.
I know nothing about Switzerland's legislation, but that probably is irrelevant if the seller is UK based.

So as well as the exemption mentioned in post#2 by Shaun from Africa, the buyer has no right to cancel the purchase if the seller is a private individual.

ScottieMont

Thank you for your considered reply. I am somewhat in the dark here as I have never before experienced anything like this, but is my contract not with Viagogo which is providing a service and in turn has a separate contract with the seller?

CoolHotCold

It appears they are supplying a service very much like eBay, or something such as amazon marketplace.

You are not purchasing the ticket directly from Viagogo, and not paying Viagogo directly for the tickets. More transferring the money to Viagogo for them to hold until after the concert date, at which point the seller is able to obtain the money providing they have sent you the tickets and the event happened as described with no issues.


You are entering a direct contract with the seller, the website doesn't actually own or even have title to the tickets that are listed.

ScottieMont

I didn't think it was legally possible to enter into a "blind" contract where you do not transact in any way with the seller nor do you have a name or any contact details for them?
My understanding is that, unlike eBay where you pay the seller directly, with Viagogo you are purchasing a service from them which is why they take the money from you directly (long before you receive any tickets).