Ruben G.

Last 19 we started a process of buying some tickets for Chelsea - Everton on the Football Ticket Net web, trusting in their promises that appear on the web and (as sure they will answer...) with their more than 20 years in the sector blah blah blah... It should be said that we were traveling from Spain exclusively for that.
Everything was correct until we introduced the card and the payment information and when confirming it did not redirect us to the secure payment page but immediately told us that the purchase was made. We did not receive any notification from the bank to sign the payment order through online banking, as if it happened the day before.
After a few minutes we get an email from Footballticket with the payment confirmation. We proceed to look at the account of the card and verify that no charge has been charged. We waited 24h before we started to complain to Footballticket that we have not been charged and we are told repeatedly that it appears to them that the tickets are already paid. The days pass and on October 23 we pass the charge of the tickets (we still do not authorize any payment through online banking).
While the problem with the payment happens, they ask us for an address to send the tickets. They emphasize that it has to be an address where the party is held, that is, London. We do not know anyone in London, so we are forced to give the address of the Hotel where we will stay. We speak with the hotel, and we inform them that we will receive a package in my name and they reply that they do not usually accept guest packages, but that this time they will accept it since we do not have a permanent shipping address in London. We communicate to Footballticket, and they send us emails with the confirmation that the shipping address is correct.

We remind you that we arrived on November 10 in the morning and we indicated all our movements in London (since we were just in time) and the game was on Sunday 11. We are assured that shipments are made on time and by companies of famous delivery as DHL, Fedex, TNT, UPS... So we trust that we will arrive on time and well for the guarantee that appears in BIG BIG letters on your website (what delusions do not?)
On Thursday, November 8, I receive an email from Footballticket informing me that my tickets have been sent by ROYA MAIL (first news of the existence of this company...) and they indicate me a tracking number. In this email, he says that from now on it is MY responsibility to follow the shipment. So I guess they will have my data and my phone well in case there is any problem (I make a note... I buy a lot on the internet and because of my work I am used to send and receive packages...)
To our surprise, on Friday, November 9th, an EMAIL arrives at 12pm informing me that my package could not be delivered, and that please contact ROYAL MAIL. I try repeatedly to contact them and nothing... with the Hotel, and nothing... so I enter the Royal Mail website to see where my package is and I see that it is in an office (near my hotel) but that it is being returned to footballticket This is when I start to panic and start calling desperately for a royal mail, the hotel and a football ticket. In the end they are the ones who call me and they take care of me that I suppose would be my "manager" of the web, a certain Julia, with whom I had already talked about the issue of ghost payment. Well, the Calvary begins:
I explained that I have seen on the web that my package is being returned that I do not get the phone at Royal Mail or at my hotel that we have to do something, I practically beg him... Since I could not do more since I was not even in the same country where my tickets were. Miss Julia just told me to talk to the hotel to tell me why they had not collected my tickets. Which I thought was stupid when the most important thing was to stop that re-sending. I was more than 4h trying to talk to Royal Mail, and there was no way to keep my shipment. All this stress managing in a language that I do not master. I asked and I begged Miss Julia, who in theory had to watch over my tickets and give service to her client, who contacted Royal Mail and who kept the tickets in the office (as they do here in Spain) so that To arrive in London the next day we would pick them up, since I had to go to work at that moment and I could not do anything else. She promised me that she would do everything possible to make it so and we agreed that on Saturday she would stop by the office to pick them up. In no time from 4pm on Friday until 7:20 pm on Saturday I got news from Julia. He did not mention that I could not talk to Royal Mail, or to my hotel, or anything... So Saturday arrives and we head towards London. Once we land, I turn on my cell phone and start to see calls and emails. I panic again when I go to follow my package and I see that it is in another office (VICTORIA DO), I do not speak English very much but at first I understood that the DO meant DELIVERY OFFICE, and effectively putting that office on google maps He sends me out of London (specifically 1h), next to the river.

Very angry, we call Julia who tells me that the previous day she could not contact Royal Mail (lie and first news) and what I had to do was go to the Hotel to see why they had not picked up my package. I needed that explanation to find an alternative. Another lie since he never looked for an alternative as he will see. And here begins the move that seems more cruel to us in our lives. In a foreign country, where you barely get by with the language, they start to boss us, adding difficulty if you know the extension of the city of London:
1) HOTEL: We go to our Hotel, there the girl at the reception tells us ACABA (that is, she never talked to anyone on Friday) to talk to Julia. He tells us that the hotel closes in December and that Royal Mail (which is basically the ordinary mail of England, we make this point for that of companies of maximum confidence and that) sends all correspondence to the Central.
2) POST OFFICE VICTORIA: I call Julia who tells me that she has located my package in Victoria's office, to which I reply that she is in Victoria DO that is on the outskirts of London. And she replies that she is not in Victoria's downtown office. But go fast as they close at noon. Stressed we paid to do the anticipated chekin and be able to go to the indicated office. We crossed all of London and we met there. We line up and they take care of us. They look for our package and there is nothing there, and what do they tell me? That my package is in the forwarding office (DO) in the outskirts near the river, as I had said from the beginning. Total I call Julia and I put her on the phone with the post office staff (paying for my calls). She explains what happened and they explain their version. Total that a man that arrives from the office of the river takes us the data and the telephone and goes away for the river to see if it finds them. It should be noted that they asked us what was in the package and we said that they were tickets for the game, so the messengers knew the importance of the tickets. They told us that there was no problem that they only had to give us the NUMBER OF ENTRY and we would go to the state and Chelsea would print us some new tickets. We returned after an hour to ask (we had been in London for 4h and we had only seen the subway and the post office). Nobody had called us, so the man who answered us earlier called the river office. They told him that there were no tickets and he told me as is:
Sorry but your tickets are lost, we had to scan the code wrong but they are not there.
So I call Julia and I tell her what they have told me and she promises to find me an alternative because Royal Mail had lost the tickets, as you will see that she mentions me in an email herself. From there I sent him emails without getting an answer. But we already had a whole day lost and a great discouragement although we harbored hope because they promised us a solution.
3) SUNDAY: first thing in the morning I receive a call from Miss Julia, who tells me that they have not found any alternative that is not her fault that the hotel did not take my tickets and that she is very sorry. Obviously I told him to return the money at least, since the displeasure could not compensate. And their response was that they were not going to return the money that they had done everything right... Then he sent me an email blaming the hotel for not having picked up my package, and they ended the email suggesting that if I wanted, I would go back to Victoria's office in the center of London, to see if they had sent my tickets there. I answered them by requesting the ticket number to be able to go to the stadium and have them reprinted... I never got an answer.
4) VICTORIA OFFICE: We decided to do some sightseeing but then we went back to the postoffice. It was almost time for the game but we wanted to try it one last time. Upon arrival we were met by a man who very kindly told us that, according to the follow-up, the tickets were in the river office, pending to be sent to his sender. He told us he could not do anything since the office was closed. We asked for some proof to claim our money, and printed a sheet where it appears that the courier who made the delivery did not have any type of data on recipient or sender, so he could never call to notify that the package had not been able to deliver.
Thanks for giving us the worst trip of our life!