I ordered 4 Phantom of the Opera (Melbourne) tickets on  26 June 2022. The event date is 27 Dec 2022. I ordered early to ensure seats, as this is for my 2 daughters' birthday celebration, and we're travelling interstate to see it. When I searched for tickets, the first results that came up were from Viagogo. I was pressured into buying right away as there was a red & bold phrase that says "there are very few tickets left". (In hindsight, I now realized they're referring to just tickets listed on their website. I didn't know this then because I thought they were like Ticketek or TicketMaster). So I ended up paying $584.73 (Section D Reserve). After purchasing, I received my confirmation email for Order no.501589297. On August 7th, I received an update from Viagogo after I followed up on my tickets. They confirmed by email that I will receive them no later than Dec 6th. Their app also showed this info. On Dec 7th, I checked the app again and the eTickets are still not loaded. I emailed and called customer service as I was getting anxious. I wanted to print the tickets before we travel from Sydney to Melbourne, as we might not have access to a printer there. I then went to read reviews about Viagogo and only then did I realize that they are a 3rd party marketplace/reseller website. Their website did not look like one and I was under the impression I was buying from a legit ticket seller. You can easily be fooled. After a lot of emails, a phone agent named Cesar called me. I was informed that the individual seller of my ticket will load the eTickets and I will receive them on Dec 16th. I was getting anxious because I read reviews from people who paid for overpriced tickets and ended up not receiving them. I didn't want to risk it, so on 09 Dec, I went to the official website of Arts Centre Melbourne (event organizer) and bought my tickets from there. I only had to pay $446.00 for 4 tickets and the seats are better (Section A Reserve). It's $140 cheaper. I also received confirmation that the eTickets will be emailed 3 days prior to the event. That's on 24 Dec. So in this case, why is Viagogo giving me an empty promise that my tickets will be sent on Dec 16th, when the organizer themselves can only send the tickets on 24 Dec? They tell lies just to appease their stressed out customers and to keep them hanging on. So I called Viagogo on Dec 9th to request to cancel my order and have my money returned. I spoke to 3 agents (Daisy, Theresa, and Mitch). They said they will not be able to cancel the tickets. Their only solution was for me to resell or relist the tickets (which I still don't have, by the way). They sent me a link by email, and here I have the option to resell the tickets and even mark up the prices! Since I was left with no other choice, I relisted my 'non-existent' tickets under relisting no. 5740024685. I did not mark it up. I just wanted to get back what I paid for. They said that once I have a buyer, they will notify me and pay me a few days after the event. If there will be no buyers, then they said they will not be able to assist - so I would end up having 4 tickets that I won't be able to use. But I think the more likely scenario would be that I will not receive the tickets and also won't get a refund. By the way, I also got an email that said my re-listing could not be posted to Viagogo, because I haven't uploaded a proof of face value or screenshot of the original purchase of my ticket. How can I do this when I am not the original seller and I have not received any tickets!? It also said "Listings are rejected after 15 days from their creation date. If we don't receive the required proof within that timeframe, we will unfortunately not be able to activate your listing for sale in Australia." Is this a joke? The phone agent told me to disregard that email, but at this point, I don't trust anyone from Viagogo. That is why I am writing everything now to get ready for lodging a complaint with NSW Fair Trading. I also kept all email correspondence just in case. This scam company needs to be closed down for good.