Absolutely abysmal. I couldn't go to a gig because I was chronically ill. I was going to sell the tickets on until I saw an email from Viagogo to say these could be sent back through the email. I had a look, it seemed kosher, I put the tickets back through and was told to 'just relax' and wait for my partial refund. At no point did it say that if they did not sell the tickets that I would receive nothing, and this 'guarantee', in my opinion, should not have been issued. I am now £350 down, still chronically ill, but with a bee in my bonnet because all I've heard back from these people is that I should have known. Poor business practice at best; fraud at worst. I've checked Viagogo reviews since, and there really isn't a lot of love for them at all. Will definitely check company reviews before buying next time!