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Adrian R.

Contributor Level

Total Points
85

1 Review by Adrian

  • FootballTicketNet

12/1/15

Copied below is this company´s justification and then my final email to them, which was not accepted - Judge by yourself - Once again, avoid this company. They LIE when they say 100% valid tickets. They ALSO LIE when they say "Football Ticket Net guarantee your satisfaction! - Beware!:

First their email to me:

Thanks for your message and for resuming the information (in fact I do have all this information on the order anyway, all emails and all interaction).

I want again to register that I understand your feelings but important to allocate your claims in two different groups, let me clarify:

When you are talking about getting tickets in a wrong location, this is our fault, you were entitled to get a compensation as ruled by our T&C and so you got it. From our point of view, this claim is settled. No one gave you wrong tickets on purpose, this was not intentional, much the opposite, we have ended up buying 2 sets of tickets to fulfil your order. Things like this may happens anywhere in any business. We are sorry that it happened to you but this is why a compensation was for, this is why T&C are created.

While talking about calls you made, the time you had to wait for the replacement, security zones you went through, any possible thing you have missed before the match started, your personal feelings, things that happened to other people, etcetera, they are related to your frustration. The alternative for this replacement and partial refund would have been a full refund and no tickets.

We are dealing on the secondary market, reselling tickets, giving all our support and guarantee to our customers, not for nothing you saw the match and got back the difference between wat you have paid and received. We are delivering thousands of tickets every week for dozens of different events all over Europe, we do pretend not to have problems but it is logic to assume that once in a while a problem will happens. This happened to your order and we are sorry for it, you got prompt replacement, you got paid back the difference between the tickets.

As to giving you a honest reply, we have been doing it from the very first moment. The problem is that the reply and the compensation were not the ones you were looking for. The compensation you got was the one you agreed while buying from us. If you understand it is not enough, please let me know what you pretend, thanks.

Next my email to them here:

Dear Clovis,

I understand that things like this may happen anywhere, as you say, but I still dont understand what does your slogan means and you did not explain it yet: Football Ticket Net - Guarantee your Satisfaction.

I am sure that my lawyer will be able to knock down the T&C clauses because the following initial promise was not fulfilled, and in his opinion, this is way previous to the clauses: 100% Valid & Authentic Tickets - Football Ticket Net gives you a 100% guarantee on your tickets: Our tickets we deliver are 100% valid and authentic we only work with authorized and reputable suppliers which we chose selectively during the past years.

It is his understanding that we are entitled to receive a full refund and also an additional compensation for the bad moment we had to go through and the expenses we incurred.

Of course, it would have been a very serious problem if we have not been given with replacement tickets to see the game. That would have caused important harm and damage.

But, as I said on a previous email, I only want to receive a fair compensation, as I understand part of your apologize.

The lowest compensation amount that I would accept is £ 121 per ticket (£ 242 in total). This amount is not a product of my imagination, it has been calculated as the difference between the price I would have paid at the time of the purchase for the final tickets you gave me (like 3 months before the game). Plus the £ 30 spent in cell phone international calls on the day of the game.

As I said before, my friend who bought the tickets at viagogo.com paid this much less for a seat like the one we received finally.

Clovis, between you and me, I cant believe that we are having all this discussion for this small amount of money. I cant believe that you are not able to fulfill your slogan about guaranteed satisfaction for this much. I am being very reasonable here. More than recommended by my lawyer, to tell you the truth.

I dont want any of us to waste more time with this situation, so this will be my last claiming email.

If you feel that this is not fair and/or if you are not able to pay this compensation, I will leave this on my lawyer´s hands and will see where this all ends.

I hope that we can end this dispute here and this is my best and last offer to do it.

Anycase, please let me know your final decision ASAP.

Sincerely,

And here, my initial problem:

Unfortunately I was cheated by Football Ticket Net.

They sold me 2 tickets for the Derby between Real Madrid and Barcelona.on Saturday 21/11 I bought them three months in advance. I paid over 500 euros each.

After getting the passes at a nearby hotel (this delivery method was communicated just 24 hours before the game), I went to the stadium and we could not enter because the passes were "invalid". Access was Denied!

After numerous phone calls and broken promises from their side, we had to go to a different part of the stadium to get new tickets printed on paper, whose seats were in the top of the stadium, on the corner. They had nothing to do with our original purchase. The game was almost beginning when we could finally enter.

When we complained for all the all the inconvenience and the location of the seats we received, we were offered a compensation of only 18 euros per ticket. Their explanation was that this was the original difference between the tickets we bought and what we received. UNACCEPTABLE! They are thieves!

They did not meet what they sold to us and they never accept their responsibility.

They have no address in Spain. I doubt they have a physical address in UK, but I'm going to find them some way or the other.

Now I've made the appropriate report in Spain and United Kingdom, as well as the Real Madrid authorities. We will see how this cause continues.

Recommendation: Avoid these people. You can be the next!

Service
Value
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Returns
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Clovis D. – FootballTicketNet Rep

Dear Adrian,
Thanks for taking your time to let us know about your problem with our company.
I have checked all information on your order and, even being able to fully understand your frustration, I must register that I disagree with you on almost everything.
Let me start from what I do agree: you had a problem with our tickets and ended up seating in a different category. For this we have already confirmed to you a refund for the difference between what you got and what you paid, exactly as ruled by our T&C.
Now what I don't agree:
You got prompt assistance and the biggest evidence is that for such a derby with tickets sold out long in advance we have managed to get you alternative tickets on time so to enjoy this unique match from the very first minute.
The way how to compensate you in such situation is clearly stated on our T&C; good to remind you that you agreed with them. Besides, if you consider our T&C valid to support your claim so they are also valid for the remedy offered for such situation.
The price difference between the categories was public, online, so no way to play with.
To consider us as "thieves" after getting tickets, enjoying the match and getting compensation for the wrong category is, at least, not fair.
Besides, to write that we don't accept the responsibility is, at least, not true, as you got tickets, you got prompt assistance, you got refund and you are still getting all your emails answered promptly after received.
Last but not least, we not only have an address in Spain but it is published on the site. We don't have to have an address in the UK and I don't know what is the importance of it for this claim.
It is your right to feel upset and frustrated, easy to understand your feelings too, but there is a limit between expressing it and faking situations.
We did gave you tickets that didn't work (and we are still investigating why), we promptly reacted to your claim by giving you alternative tickets and also refunded you with the difference.
Please let me know here or directly to my clovis@footballticketnet.com if any further queries, thanks.
Clovis Dalessandro
Customer Relationship Manager
www.footballticketnet.com

Adrian Has Earned 5 Votes

Adrian R.'s review of FootballTicketNet earned 5 Very Helpful votes

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