If I could give less than 1 star I would. This has been the worst customer service experience I have ever had: 1. purchased premium tickets, and Viagogo accidentally reserved standard tickets 2. we were offered 2 options, either a refund or replacement premium tickets and promised to be called so we could confirm out decision. We weren't called. 3. we tried calling them and were in the queue for 50 minutes 4. when we called the next day we were told that there was no issue with the tickets and there was no record we were offered a refund 5. I go to collect me tickets from the allotted time and was told I had to return 3 hours later because the tickets had in fact been REISSUED so they were being delivered in the second batch (bear in mind I was at work so couldn't take 2 hours out to travel back and forth, and resolve it) 6. they told us that instead of refunding our tickets they would list them on their site at which point there was only 4 hours to go until the event 7. unsurprisingly the tickets didn't sell at such short a notice and it was too late to pick them up even if I could get out of work again 8. I contacted the customer services AGAIN and was told it couldn't be offered because we listed the tickets and it wasn't their fault my tickets didn't sell so they couldn't offer a refund, and they couldn't see how they had messed up at any point during the transaction. I made it very clear that they told us to list the tickets and we wanted the refund to begin with! Working for an Ad Agency for art and live performance, working alongside ticketing agencies such as this, I would NEVER affiliate myself with them! I am beyond livid, and am not going to accept losing out £250. NEVER USING THEM AGAIN and will make sure to let everyone know!