Greg Ferrier from Middleborough, Massachusetts, has been attending concerts for decades.
“Hundreds of shows. Not just big bands, but all types of bands, outdoor gigs,” Ferrier said. “I’ve never had a problem with tickets in my life. It was the first time.”
In 2019, Ferrier purchased $400 worth of tickets from online ticketing site viagogo to see The Doobie Brothers at Mohegan Sun. After a pandemic postponement, the band finally hit the stage last October, but their digital tickets never arrived.
“They kept emailing me and telling me they were coming anytime,” he said. “To go to my account and watch for them to come in. They never did.”
He says he called the company up to show time and they assured him the tickets would arrive. When they didn’t, Ferrier says he bought another set of tickets so they wouldn’t miss the show.
Afterwards, he tried to get a refund.
“I had called them four, five or six times. They said they would call me back right away,” he said. “They said they had their customer service on the case. I kept getting emails from them saying the same thing over and over and over again. We kind of lost hope. A Once you’ve been through it all, you think you’ve taken the loss.”
Ferrier reached out to NBC10 Boston Responds for help as a last resort.
“It’s frustrating because you really don’t have much recourse,” he said. “You feel like someone is taking advantage of you.”
NBC10 Boston Responds contacted viagogo on behalf of Ferrier.
“We provide a safe and secure platform for customers to buy or resell tickets with a viagogo guarantee. The viagogo guarantee ensures that buyers get their ticket on time and have access to the event, otherwise they receive a another ticket, or in the worst-case scenario, which is very rare, a full refund,” the company said in a statement. “In this case, the ticket delivery method was changed by the seller after the tickets were purchased, which unfortunately resulted in a rare customer service error. Our team has since been in contact with the customer and in accordance with our warranty, Gregory received a full refund plus additional compensation in the form of a voucher. We apologize for the inconvenience.”
Ferrier got his $400 back and a $50 voucher for a future purchase.
“I’m delighted to have this behind me,” he said. “I know this wouldn’t have happened without you, so I’m very grateful!”
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