Lies and Deceit! DO NOT TRUST!
I was planning a once-in-a-lifetime trip to Spain with my husband and two sons, and the thing they most wanted to do was to see a live Real Madrid game. I wanted to have tickets secured ahead of time, and the only way I could find to do that was through re-sellers like Football Ticket Net, but they all say that they only guarantee tickets in pairs, and I was very concerned about being separated from my non-Spanish-speaking family during the game. I emailed Football Ticket Net about the possibility of getting all 4 seats together, and they assured me that all I had to do to get the seats together was to put in the comments that I was travelling with children.
I did precisely as instructed. However, when we received the tickets (Friday evening before a Saturday game), they were NOT together. They weren't even close-- they were 5 sections apart and couldn't even be walked between! When I called to try to have it fixed, I got only voice mail... their offices only open 9-5 Mon-Fri despite serving weekend games and not delivering tickets ahead of time. I emailed and left a voice message, but got no reply. They didn't even have the decency to contact me the next business day to apologize or offer recompense. Nope, they had my money and that's all they cared about.
It wasn't just me, either-- while trying to find people to change seats with me so I could unite my family, I came across a Danish family in the exact same boat. They too had been promised seats together and had then been abandoned with separate seats. Broken promises, priceless moments ruined, and no follow-through whatsoever. Shame on you, Football Ticket Net!
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This part of my review is added in respond to Football Ticket Net's response, posted 1/24/16. My original review above WAS posted before I had had any response back from Football Ticket Net. It had been three full business days since the disastrous game, and they had given me no acknowledgment whatsoever. In fact, it was right after this review was posted that they finally got in touch with me, leading me to wonder if they ever would have bothered had I not started complaining in public.
Their initial response was to demand copies of my tickets, to prove my claims, Because apparently they have no record of the tickets that they gave me??? More likely because two of the tickets that they gave me were season ticket cards, which probably weren't legal to begin with, and which had to be returned that evening after the game. These cards came with instructions to tell any inquirers that they were a gift from a friend, and to never admit that we had paid for them. They also came with dire threats of the fees we would be assessed were they not returned. So, Football Ticket Net had to know full well that I would not have "copies" of these tickets, and were doubtless hoping to use this as an excuse to ignore us. However, we had taken pictures of all the tickets with our phones, because as we were frantically trying to find people to trade seats with us we needed to know where the other half of our separated family was.
After sending them copies of these photos, and after a great deal of back-and-forth, with slow responses on their part all around, they DID finally give a 10% refund on 2 of my 4 tickets. Because somewhere in their twisted cheapskate minds, only 2 of my 4 tickets were not in the promised group of 4. I still boggle at the fact that they cannot seem to see the ridiculousness of this stance! My original conclusions stands... you can not trust these people!
Reply from Football Ticket Net
Dear Eloiwyn,
Thank you for taking the time to share the experience you had with our company. I have taken a thorough look at the order and records attached which demonstrate good reason for your frustration and anger. Though I understand why you were disappointed and enraged, we were extremely forthright in apologizing and acknowledging the seating error, as soon as it was brought to our attention. Unfortunately, because we have to conduct an investigation to examine the entire situation, it is impossible to provide an immediate resolution until all the proper steps are taken.
Part of our investigation was to request copies of the tickets, which you sent and then only allowed 5 working days for us to take action, before leaving reviews, like this one, that are neither complete, or correct. It is unfortunate that the refund you were offered, according to the terms & conditions, and, that you confirmed at the time of purchase, were never mentioned in your review. Nor were the numerous exchanges where you forgot to mention our apology and the fact that we provided 2 pair of tickets and we admitted our error was not to seat the two pair together, thus we offered a partial refund for one pair, as only one pair was not seated together with the other. It is of no consequence which pair that was.
We accepted our part in the error that caused your 4 tickets not to be seated together and provided a partial refund according to our terms & conditions, which you accepted. The offer of that refund is, most definitely, an act of reparation on our part, and one that you willingly accepted. We are never happy to know that someone had an experience that was “less than perfect”, however, we are realistic to know that those event occurs once in a great while and we are proud to take responsibility and offer reparations when the need arises.
I invite you to contact me if you have further queries regarding this, or any other issue, here or at Clovis@footballticketnet.com.
Best regards,
Clovis Dalessandro
Customer Relationship Manager
www.footballticketnet.com