No refunds as dad tries to buy ticket for kid - RedPassion.co.uk

Rob · 10th June 2022, 15.05:28

Twitter thread about adult trying to buy an adult + u11 ticket, couldnt add u11 so did 2x adults... then no refund.

https://twitter.com/COS_Muzza/status...73543553916928

" I tried to purchase 2 season tickets for me and my 8 year old. There was no information on how to create and assign my daughter to my account and I wasn’t aware I had to. Instead I have paid 2 x adult prices

For myself and 8 year old daughter and the reply I got was tough it’s in the terms and conditions it was a mistake, and the systems were awful. To be told I can’t be refunded the difference after sending in proof of age etc is shocking for a family club"

"This is a reply from our head of ticketing again not accounting for anything other that’s the terms and conditions get over it. I have never felt so angry as I do now no compassion no respect no empathy
@Wrexham_AFC
are we just a number to you shocking 😡
"

He has made this reply from the club public:

138+NotOut · 10th June 2022, 15.13:11

Quote:

Originally Posted by Rob

Twitter thread about adult trying to buy an adult + u11 ticket, couldnt add u11 so did 2x adults... then no refund.

https://twitter.com/COS_Muzza/status...73543553916928

" I tried to purchase 2 season tickets for me and my 8 year old. There was no information on how to create and assign my daughter to my account and I wasn’t aware I had to. Instead I have paid 2 x adult prices

For myself and 8 year old daughter and the reply I got was tough it’s in the terms and conditions it was a mistake, and the systems were awful. To be told I can’t be refunded the difference after sending in proof of age etc is shocking for a family club"

"This is a reply from our head of ticketing again not accounting for anything other that’s the terms and conditions get over it. I have never felt so angry as I do now no compassion no respect no empathy
@Wrexham_AFC
are we just a number to you shocking 😡
"

He has made this reply from the club public:

User error. I can see why club are saying no.

dagg · 10th June 2022, 15.15:23

Are the club saying no or is it TicketMaster.

JonoWafc · 10th June 2022, 15.15:43

I have seen this on Facebook and Twitter.

Personally I think it’s a disgrace from the club, and the reason I say that is there was absolutely no guidance, FAQ or instructions on the following:

- Setting up accounts
- the mandate of accounts for restricted tickets
- Managing accounts
- Managing networks

Etc.

Club should have released some form of user guide to explain this before the season tickets went on sale. I had the same issue as that guy, why on earth does an under 11 need an account for instance when they won’t go to the game on their own? They should be able to be linked to an adult account.

There was simply not enough help and guidance for people and this has caused a hell of a lot of problems and for me the communication is shocking.

I can completely understand why he purchased an adult, the tickets were going like hot cakes and he didn’t want to miss out on a system technicality, I would have probably done the same rather than miss out.

The club need to reimburse him and then going forward prover much more technical support for things like this

Just my 2 pence.

NewportRoadEnd · 10th June 2022, 15.16:31

It is absolutely user error - but also a ‘what would a reasonable person do’ time for a customer service team.

The reasonable person would compensate the difference and this wouldn’t become a story.

ML1986 · 10th June 2022, 15.19:12

Working in a similar industry, they should just refund and enjoy the appreciation that would come from that. The money is a drop in the ocean and ticket issues have been a problem for over a year.

The response shows a complete lack of empathy and understanding, especially given how quickly the tickets were selling. The customer has produced proof of age for his daughter and is clearly not trying to pull a fast one.

JonoWafc · 10th June 2022, 15.26:43

Quote:

Originally Posted by ML1986

Working in a similar industry, they should just refund and enjoy the appreciation that would come from that. The money is a drop in the ocean and ticket issues have been a problem for over a year.

The response shows a complete lack of empathy and understanding, especially given how quickly the tickets were selling. The customer has produced proof of age for his daughter and is clearly not trying to pull a fast one.

All they need to do is set up the child account, change his ticket to a child and reimburse him.

He can’t pull a fast one as he’ll have a child ticket and won’t be able to get in the ground with it as an adult!

It’s not like they’d just reimburse him and he keeps his adult ticket

So baffling

Poethlyn · 10th June 2022, 15.28:55

This policy of no refunds does seem to be the stance the club are taking, due to user error between the computer and the chair we double booked on the bus to Wembley, when we realised the error we enquired about a refund from the club and the answer was a clear no refund available. Not the best customer service but those do appear to be the rules we now have to live with.

TheRealWelshWayne · 10th June 2022, 15.36:53

Bit of an own goal.

Times are hard for families. What's the difference in prices, can rp have a whip-round?

10th June 2022, 15.05:28	#1-0 (permalink)
Rob Due a Testimonial (info 1 & 2) (info) Joined: Oct 2004 Racecourse Spot: Yale Stand Real Name: Rob Twitter: @	No refunds as dad tries to buy ticket for kid Twitter thread about adult trying to buy an adult + u11 ticket, couldnt add u11 so did 2x adults... then no refund. https://twitter.com/COS_Muzza/status...73543553916928 " I tried to purchase 2 season tickets for me and my 8 year old. There was no information on how to create and assign my daughter to my account and I wasn’t aware I had to. Instead I have paid 2 x adult prices For myself and 8 year old daughter and the reply I got was tough it’s in the terms and conditions it was a mistake, and the systems were awful. To be told I can’t be refunded the difference after sending in proof of age etc is shocking for a family club" "This is a reply from our head of ticketing again not accounting for anything other that’s the terms and conditions get over it. I have never felt so angry as I do now no compassion no respect no empathy @Wrexham_AFC are we just a number to you shocking 😡 " He has made this reply from the club public:

10th June 2022, 15.15:23	#3-0 (permalink)
dagg Taking coaching badges (info) Joined: Dec 2006 Racecourse Spot: Cold Road Stand Real Name: G Twitter: @	Re: No refunds as dad tries to buy ticket for kid Are the club saying no or is it TicketMaster. __________________ Always remember that you are absolutely unique. Just like everyone else.

10th June 2022, 15.15:43	#4-0 (permalink)
JonoWafc Cult Hero Joined: May 2005 Racecourse Spot: Real Name: Twitter: @	Re: No refunds as dad tries to buy ticket for kid I have seen this on Facebook and Twitter. Personally I think it’s a disgrace from the club, and the reason I say that is there was absolutely no guidance, FAQ or instructions on the following: - Setting up accounts - the mandate of accounts for restricted tickets - Managing accounts - Managing networks Etc. Club should have released some form of user guide to explain this before the season tickets went on sale. I had the same issue as that guy, why on earth does an under 11 need an account for instance when they won’t go to the game on their own? They should be able to be linked to an adult account. There was simply not enough help and guidance for people and this has caused a hell of a lot of problems and for me the communication is shocking. I can completely understand why he purchased an adult, the tickets were going like hot cakes and he didn’t want to miss out on a system technicality, I would have probably done the same rather than miss out. The club need to reimburse him and then going forward prover much more technical support for things like this Just my 2 pence. __________________ Wrexham FC.

10th June 2022, 15.16:31	#5-0 (permalink)
NewportRoadEnd Legend Joined: Jan 2019 Racecourse Spot: none given Real Name: none given Twitter: @	Re: No refunds as dad tries to buy ticket for kid It is absolutely user error - but also a ‘what would a reasonable person do’ time for a customer service team. The reasonable person would compensate the difference and this wouldn’t become a story.

10th June 2022, 15.19:12	#6-0 (permalink)
ML1986 First Teamer Joined: Apr 2015 Racecourse Spot: none given Real Name: none given Twitter: @	Re: No refunds as dad tries to buy ticket for kid Working in a similar industry, they should just refund and enjoy the appreciation that would come from that. The money is a drop in the ocean and ticket issues have been a problem for over a year. The response shows a complete lack of empathy and understanding, especially given how quickly the tickets were selling. The customer has produced proof of age for his daughter and is clearly not trying to pull a fast one. Last edited by ML1986; 10th June 2022 at 15.20:57..

10th June 2022, 15.28:55	#8-0 (permalink)
Poethlyn First Teamer Joined: Jul 2012 Racecourse Spot: Mold Road Real Name: Olive Roberts Twitter: @	Re: No refunds as dad tries to buy ticket for kid This policy of no refunds does seem to be the stance the club are taking, due to user error between the computer and the chair we double booked on the bus to Wembley, when we realised the error we enquired about a refund from the club and the answer was a clear no refund available. Not the best customer service but those do appear to be the rules we now have to live with.

10th June 2022, 15.36:53	#9-0 (permalink)
TheRealWelshWayne Taking coaching badges Joined: Oct 2020 Racecourse Spot: Yale Real Name: Twitter: @	Re: No refunds as dad tries to buy ticket for kid Bit of an own goal. Times are hard for families. What's the difference in prices, can rp have a whip-round?