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I 'bought' Bestival tickets from Viagogo a week before the festival last year.

By 4 days before the festival I was concerned that although the transaction appeared to be complete, the money had not gone from my account, and the tickets were not displaying as shipped. When I tried to contact them I received an automatic message saying that tickets may be dispatched very shortly before the event...with 3 days to go I was extremely concerned and was repeatedly phoning and emailing them. Again, automated messages saying that tickets could be dispatched very shortly before the event. Same result the next day. ONE DAY before the event I was still getting the same replies from my desperate emails and calls.

By this point, tickets had tripled in price on ebay, and were very, very difficult to get hold of, as the event had long sold out. I ended up missing the first two days of the festival and buying a very expensive replacement.

Viagogo did not respond to consequent emails asking for an apology or explanations and did nothing but send automated messages claiming that my complaint was being investigated - despite having plenty of time to fill my inbox with junkmail. They clearly did not give a crap that they had ruined my holiday., or that they could've saved me ALOT of hassle by just bothering to properly address my concerns and tell me they didn't have the ticket.

08 February 2013

Reply from Viagogo

Hi Ali,

We are really sorry to hear about the poor customer service you received last year.

This is unfortunately a very a rare instance where, following the sellers inability to deliver your tickets and despite our very best efforts, we were unable to find you replacement tickets.

However as you were covered by the viagogo guarantee we immediately refunded your order in full, which at that point was the very best we could offer.

We sincerely apologise for the inconvenience caused!

The viagogo team!

Ali Puddle´s profile

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Ali Puddle
United Kingdom