Eros F.’s Reviews of FootballTicketNet & more

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Sports Tickets

5/30/16

On May 4th 2016 we had tickets from Footballticketnet for the Champions League Semifinal game in Madrid for over 800 Euros (order *******).

Everything went perfect (we ordered tickets well in advance on April 15th) and when we arrived the day of the game we found our tickets delivered at the hotel as agreed - so far so good.

When we arrived at the stadium two hours in advance (game was sold out) at the expected entrance gate unfortunately the tickets did not work and were refused by the computer. The officer directed us to the ticket desk and we were informed that the tickets were fake and confiscated them. They encouraged us to get in touch with the police. Unfortunately, we did not get a confirmation for the confiscation in fact, we were not the only party with fake tickets on that game.

At this point in time I tried to get in touch via phone with customer support, but nobody answered.

We had to buy new tickets for an outrages price, since I came explicitly with my young son for the game from Zurich to Madrid and I did not want to disappoint him.

On the next day I tried to contact again customer service but no answer. I wrote a mail to the various email addresses mentioned on the internet site, but I did not get any answers. After my return home I got in touch with customer service, which opened a case only some pressure from my side and after I provided some proof of evidence (copies of new tickets, picture of confiscated void tickets, original envelope containing the tickets with hand written instructions for the game). All that was strange, no logo on the envelope from Footballticketnet, instructions inside the letter in a very poor English, etc.

Anyway, after 4 weeks of investigations from the customer service I was told that they could not compensate for the loss, since I was not able to provide evidence for the confiscation of the tickets. By the way, I tried to get such a confirmation, but Real Madrid official ticket service center declined to support, since Footballticketnet was secondary market and not an officially recognized partner of the club.

This is very disappointing The policy of Footballticketnet in these situations is not very customer oriented and shows low customer empathy I think it takes no genius to understand that a 52 year old man with his 15 year old boy traveling from Zurich to Madrid to watch a game on a weekday with tickets of more than 800 Euros, after he had to buy new tickets for a lot of money (with evidence), probably did not have the objective to cheat the company.

I have been CEO of large listed companies - there is practice and practice. I am not aware of what I have done wrong, but clearly this experience will be a good guide for me in the future. I do not expect anything at this point in time from Footballticketnet, but I strongly encourage anybody interested in tickets for such important events to be very careful with secondary market. I hope that my experience can be of help for other people.

Finally it was a great game and I enjoyed the evening with my son. That is what counts, clearly, I will not use Footballticketnet again in the future.

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Thank you

Clovis D. – FootballTicketNet Rep Over a year old

Dear Eros,
Thank you for taking the time to share your experience. We are sorry for your unfortunate events, however, the club clearly provides paperwork and/or a letter when they decide that tickets are problematic, regardless of where they are purchased. The official club never takes a ticket without giving some documentation to state any issue they encounter. In our experience, both as a secondary market vendor, and as attendees of many matches, when a ticket does not function as it should, the officials in every country, provide a document supporting their claim for the person in possession of the ticket.
Our records show that we received correspondence from you the day after the match regarding this event and promptly replied to your email that day. We have no records of phone calls on the day after the match and only two phone calls to our calling center well after 20:00 in the evening. There is no record of you contacting our chat department that is available 24/7, and no email to the emergency department until the following day. If you did not receive our email reply on the 5th of May, it was most likely caused by a problem with your server, as we have the record of the emails and phone calls in the days following the event itself, in which we asked you for documents that the club is required to provide in cases such as yours. Until today, you have been unable to provide us with any such documents, but rather a ticket that could have very well been used to enjoy the match, and then written on to claim it was void. It is also clear that the club did not take your ticket, as you were able to provide us with a copy of it the following day.
It is very common that any company providing a product that is said to malfunction, requires proof of the malfunction, either by documentation, or by the product itself. There are no refunds given strictly on word of mouth for any service or product. As a company, we need evidence to prove that is not the case for all claims.
Until today, you are unable to provide proof or documentation to support any of your claims. This is the sole reason why we are unable to provide any solution. We would be happy to work with you to find a solution, should that situation change and allow us to proceed. We, as a company, are not afraid to provide a solution to a client with a valid claim.
Best regards
Clovis Dalessandro
Customer Relationship Manager
www.footballticketnet.com