10th April 2025 – (Hong Kong) A consumer has detailed their experience involving Viagogo and a purchase of Coldplay concert tickets.
On 5th April 2025, the individual purchased two tickets for the highly anticipated Coldplay concert at Kai Tak Stadium, scheduled for 12th April 2025, at a total cost of HK$4,298. Following the transaction, he received a confirmation email containing the order number, and subsequently, Viagogo notified them that the tickets had been shipped, providing a tracking number.
Upon tracking the shipment through the Hong Kong Post Office’s “Track and Trace” system, the consumer discovered that the tickets had been marked as delivered. However, the tickets never arrived at their home. Concerned, they reached out to the post office for clarification, only to learn that the package had been delivered to a Mr. Chan at a completely different address, not associated with the buyer.
Realising that something was amiss, the consumer contacted Viagogo to report the issue. A representative named Eran informed them that attempts to reach the seller had been unsuccessful. Viagogo insisted that the shipping label was accurate and requested proof that the parcel had been addressed incorrectly, placing the burden of verification on the buyer.
The consumer expressed frustration at Viagogo’s failure to ensure proper delivery of the tickets, noting that the company did not take necessary steps to confirm that the seller had sent the tickets to the correct address. Viagogo did not request a copy of the shipping information provided by the seller, including the name and address used for delivery, nor did they seek evidence that the label generated by the seller contained the buyer’s name and correct address. Additionally, there was no documentation proving that the seller fulfilled their obligation to ship the tickets to the intended recipient.
Compounding the issue is Viagogo’s lack of accessible customer support, with no phone number or physical address available for direct communication, making it exceedingly difficult to resolve the matter. Despite having paid a substantial sum of HK$4,298, the consumer has yet to receive the tickets, and tracking information confirms delivery to an unrelated individual.
In light of the circumstances, the consumer has filed a formal complaint with the Consumer Council and local police, seeking assistance in addressing the potential fraud encountered during this ticket purchase.
