December 23rd, 2018
• Updated review
To customers viewing this post:
What FanPass claimed was vastly false, but I am not surprised given that they kept doing this as I exchanged emails with them.
First and foremost, when I presented FanPass purchase confirmation to Chelsea FC ticket office, the staff there told me it was fraud and urged me to report it to the police. I am ready to show the "Report fraud to police" note that the ticket office printed out as long as this website allows me to post pictures. How can FanPass be a legitimate partner of Chelsea as FanPass claimed? Can anyone find this fraudulent company on Chelsea website?
Second, crystal clear, UPS lost the parcel during shipping, so I have never seen the parcel myself. I had to call UPS myself multiple times and was told that after the shipper, i.e. FanPass, initiated an investigation request, UPS would take a serious look and compensate for the loss of the parcel. I informed FanPass about this, but they have remained silent. I spent £640 for nothing, yet they did not even try to help recover a penny. Of course, it is possible that they did ask for compensation from UPS, but kept the money themselves.
Third, when they know they are in trouble, they won't hesitate about repeating false statements to prove "not our fault". For instance, they insisted that I could "track" my parcel on FanPass website. The first time I told them that I could not, they simply replied "Yes you can". After receiving the same reply multiple times, I sent them a screenshot of my homepage on FanPass from my phone, and then they said "Oh things look different on your phone". Next I sent them a screenshot from my desktop, which they ignored. In all subsequent correspondence, they insisted that it was my fault not to track the parcel online, even though I re-sent the screenshots a few times. I realized that they were simply trying to get out of trouble and ignoring my messages.
I seldom make comments on firms online, but my experience with FanPass was so horrible that I sincerely hope no more customers will suffer from the same fraud and mistreatment as I did. I am spreading the message and have taken legal actions. It defends social justice to help eliminate companies like FanPass.
“Verified Ticket Fraud”
November 21st, 2018
• Previous review
(If you are in a hurry)
Verified ticket fraud! Stay away from FanPass!
(If you have a few minutes, details below)
In mid-Sep. of 2018, a friend and I decided to see a football/soccer game together in London. Since I came to the U.K. for the very first time at the beginning of Sep. 2018, I did not know much about how to purchase such tickets in the U.K. Hence, I Googled the tickets, entered the first-ranked website, FanPass, and purchased 2 tickets there on Sep. 25 Tue. The game was between Chelsea and Manchester United in the Premier League, scheduled at noon on Oct. 20 Sat.
On Oct. 8, FanPass emailed me saying that they shipped the tickets to my home address in London. Yet after a week, I still did not receive it.
After extremely lengthy and frustrating email correspondence (there was not a phone number to call on their website, and they always refused to give a phone number), I myself finally found out that the parcel with the tickets got lost during shipping. Indeed, UPS, which FanPass hired to ship the parcel, lost the parcel when trying to deliver it. I called UPS, who said that the shipper, i.e. FanPass, had to request UPS to initiate an investigation process. That was in the evening of Oct. 18 Thu., when the game was to begin in less than 2 days. Therefore, I had never seen what FanPass shipped to my address.
I reported this to FanPass and asked if there was any other way for us to still go to the game, for example, they may issue me a formal document explaining the situation. They ignored my suggestions, simply insisted that it was my fault not to get the parcel, and did not even try to help us get in or mention any refund.
I printed out the purchase confirmation emails and went to the Chelsea Stadium before the game on Oct. 20 Sat. The ticket office there confirmed two things:
(1) FanPass is NOT an authorized agent of Chelsea Football Club.
(2) The tickets that I bought are dramatically overpriced. The average ticket costs £50-70 British pound , while I paid £637.71 in total for 2 tickets, including more than £120 "handling fee".
The staff there strongly recommended that I report this fraud. I am happy to post a scanned version of the "Report fraud to police" letter from them if this website allows me to do so.
I returned home and emailed FanPass about the response from Chelsea. Again, they insisted that they had done nothing wrong.
To date (Dec. 23 Sun.), I have not heard from FanPass again, nor have I received any refund from them.