Here is the transcript of my complaint to them, which a week on they have not responded to, despite emailing, calling, posting on social media, totally useless, I will be taking legal action.

Order no: *******

Further to my contact request sent via your website to customer services yesterday.

I wish to make a serious formal complaint with regard to this order, placed and paid for on 5th May for the Benfica v Nacional game on 15th May. Upon placing the order I received an email stating that the tickets would be delivered to me 3-5 days prior to the event. Our group was leaving to fly to Lisbon (where accommodation had been booked and paid for) at 930am on Friday 13th so I called your sales office and emailed the 'delivery department' on Wednesday 11th just to ensure there would be no problem with the four tickets purchased. I was advised verbally twice by your sales office that this was normal and a voucher would be emailed to me on Friday 13th which I could print and take to the Benfica box office to pick our tickets on matchday, I even received this message from the delivery team:

Dera client

Do not worry, your tickets will be sent by email until Friday 13/05

Regards
Delivery dept

I then asked when on Friday the email would be sent, mindful of our flight times, and received this:

Dera client

We can not see the time when will be sent but you can also print them out from your hotel reception.

Regards
Delivery dept

I felt relaxed that we would receive the tickets and our weekend would go ahead as planned. Upon arrival at our hotel at 1615 local time and UK time (1715 Barcelona time) I received this email from the same team:

Dear Dean Mason,
Unfortunately due to the fact that our supplier let us down we cannot provide you the tickets that you requested and ordered, therefore according to the Terms & Conditions we will have to cancel your order and give you a full refund. The refund will be made today and will reach your account within the next few days (depending on your bank\'s working days).
Again we apologize for the inconvenience and we appreciate your understanding.
Regards
Delivery dept

We were all shocked, angry and disgusted, almost in disbelief I emailed back and asked somebody to call me, which until now they have not. Clearly the whole purpose of the weekend was to climax with the game, we paid around £400 each on flights and accommodation and took two days of work to see your company destroy our weekend before it began. You cleared sold and accepted money for a product you did not have to sell, that breaks several UK and EU trading standards laws and regardless of any small print in your terms and conditions this in unacceptable and illegal. Yes are refunding the ticket cost (which I have yet to receive) but you should be refunding four of us (five travelled but one was never attending the game) all costs associated with the weekend, I have receipts that can be supplied upon demand. I'm sure you can afford this based on the extra money you clearly sold the tickets on for, since the game was sold out by the time we reached Portugal and tickets were changing hands for 1000s of Euros in Lisbon.

I expect a response on this by 9am on Monday 23rd May with your offer. If I do not receive a satisfactory offer by then I will take the matter further via UK & EU trading standards, social media and UK media (where I have good contacts).

Thank You

Dean Mason

I was so sad to see that the bad reviews of hot football tickets on various sites are deserved I had given them benefit of the doubt as there were some good reviews and I know mistakes can be made.

I ordered two cat 1 tickets for Barca v Arsenal for my husbands 40th birthday present and he took his son. We were told they would be 01/011 or 101/111 they were not, they were 301. I could have got those a lot cheaper at time of booking.

The face value on the received tickets is a total of 348 I paid 532 because I wanted good seats. I do not mind some mark up but that is disgusting especially when I did not get the tickets I ordered.

I was told the tickets would be delivered to the hotel. I got an email three days before saying they would be delivered by email Monday. I responded saying the tickets were for my husband and son and I was away working in Indonesia seven hours ahead, poor internet and he will not have access to email as travelling to Barcelona. The response was send them to the hotel ok fair enough but I then had to call the hotel and arrange etc. I got an email Tuesday saying they would be delivered by 15.00 Wednesday the day of the match.

At 15.00 which is 21.00 my time they had not come. I called and had a woman, who did not know what customer service meant, said "well we finished sending them two hours ago so you must have had them I said obviously not. She took my details and said they were sent yesterday so you must have them errrr no! And why did they send an email Tuesday saying they would be sent Wednesday if they were sent Tuesday (of course obviously a lot harder to complain about getting poor tickets if sent just before the game) She then emailed them I work in a country were internet was slow and it took two hours for me to get them to the hotel.

To top it all they got to the ground and someone had what appeared to be perfectly legitimate tickets for the same seats luckily there were two empty ones but not the point. When I advise the site of this they said very abruptly "impossible, can't happen". It did happen they were not there and my husband is not stupid.

I sent a complaint and received a number of holding responses and after four weeks have now had a response basically saying I am getting nothing.

I was basically conned have as I did not get what I paid for. Not to mention the 40th birthday surprise for my husband and son in Barcelona was ruined because of wait round all day worrying if the tickets would come and then going to a game with seats not as expected.

The worst thing though is not the money but the appalling attitude of the people spoken to.

Ordered west ham tickets for part of a birthday trip - prior to buying tickets I seen the average reviews here and thought 4/5 from 112 reviews must be decent but having bought from site the service is clearly just a scam. Having then actually read the "5 star" reviews they're clearly not genuine. The service is terrible from start to finish:

- After initially registering my interest I was bombarded with phone call after phone call and emails but as soon as they have your money the contact stops. You are phoned on a number that you cannot phone back and there is little point emailing as you get either:

1)no response or
2)given another mail address to contact (which you barely get a reply from either)

- Bought tickets and price went from 216 pounds initially then 28 fees on top so total of 244

- then you click pay and you are taken to different website where total is now in euros and not knowing the currency rates and assuming the website is genuine and the total is the same 244 you click pay only for 278 to be taken from your bank

- I asked about this repeatedly and was given excuse after excuse but none of them actually explained why I had been charged 34 extra

-I was then asked to provide a copy of my passport and bank card for "security" reasons and despite repeated attempts these reasons were never actually explained to me

- my bank contacted me to flag up the payment as suspicious and possibly fraudulent and informed me that I shouldn't send the copy of passport and bank card and that they themselves would never ask for them for security reason and had never heard of this procedure.

- despite repeated emails I have had no information about tickets jus repeated demands for passport and bank card copies.

-I received a phonecall again asking for these items which I again refused to send - I then asked the operator on the phone for my money back and was told it would be sent within 3 working days only to receive an email later that day stating the operator "hadn't understood my request" which to me highlights the overall poor service - how can a simple request such as this be misunderstood?

-They continued to ask for copies of passport/bank card for about 2 weeks then I get an email saying that my transaction is complete

-I've heard nothing since despite repeated emails and attempts to use the chat service on website (operator left twice as soon I asked any question specifically about my tickets or getting my money back) and then the chat service is unavailable so I don't know if I have been blocked.

UPDATE: Tickets did arrive but the above points still stand. Overall service is not good enough for the price you pay for the tickets. Still have no explanation as to why the charge goes from 244 pounds to 375 euros (difference of 34 pounds) but I've accepted that is just what you as a company do as it is mentioned in other reviews. Overall the communication is poor (repeated emails ignored but as soon as I write a bad review I'm contacted the next day) and your site is misleading regarding payments. As I said though I did receive tickets but I wont be using your service again.

Ryan

Tickets never came

Took the money and ran