Not sure what anyone elses opinions are of the ticket office but I have just sent them an email as per below outlining some issues I have had with purchasing tickets for the Stoke game in the week: ---------------------------------------------------- Customer Number: 25262 To whomever it may concern, I find myself once again at a loss for words with the lack of service from the club regarding itâs ticket sales. Last season, I spent an hour on a mobile phone to an 0871 number and paid £15 on a phone call to be put through to the wrong department and get nothing in return. And the clubs response was disgusting and completely misunderstood my complaint. This week, I attended on Monday at approximately 4:30 to purchase tickets (3 adult and 2 junior) for the Stoke City cup game. I inserted my credit card into the reader and entered my pin. The machine stated âTransaction complete, please remove cardâ at which point the girl behind the counter stated âThat hasnât gone through, can you do it again pleaseâ. Needless to say, when a machine accepts a pin number and the computer I was looking at states âTransaction Completeâ (For the amount of £55), I assumed that the payment has gone through. I asked for written evidence that the payment was not taken, to which I got a handwritten compliment slip stating that the money would be refunded if taken twice. I attempted to make the payment again and this was declined â the reason it was declined was due to a lack of available credit. I know for certain that, before the initial £55 was taken, I had around £60 available. The girl behind the counter wanted me to pay again for tickets which I had already paid for and, after a little arguing from myself (without losing my head), she managed to give me the tickets by putting them through as a zero price discount. After leaving the ticket office, I contacted the credit card company (Lloyds) and asked why the second transaction was declined. They advised that the balance was insufficient after the first £55 payment was taken. I assumed this would be the last I heard of it as it was simply a computer error from SAFC and nothing else. However, today I received a phone call from the club stating that they had tried a number of times to take the payment of £55 since Monday and it had not gone through. The reason for this is perfectly clear to me, I have insufficient funds after the initial £55 payment has been taken from my balance (but not by the club). I have had to spend in excess of an hour contacting and being contacted by the club during my working day to try to get this sorted out. When I explained the situation to the girl on the other end of the phone (Kellie Priestley), I felt almost as if the club did not believe I had paid for the tickets and werenât willing to look into this. Until I explained and sent my credit card statement which shows a balance difference of exactly £55 (although the payment is still waiting to be claimed by the recipient â SAFC) Kellie advised she would look into this. I have since provided an authorisation code for the payment to Kellie and she is in the process of doing whatever is necessary but the feeling that the club is accusing me of theft and feeling as if it may impact on my season ticket renewals and activation is something I never thought would happen from a club that used to be the caring club. It appears that there is no customer service and, since the cup final ticket debacle which I got no response to when asking the customer service representative for some empathy and now this, you can imagine my dismay with the club I have loved and watched since I was 6 years old.
You know what it is though there are people who would just trust the club and the staff representing them and end up paying twice very poor from the club
Sorry to hear about the hassle you've had Marcus. TBH, my own experience with the Ticket Office has always been the opposite, they've bent over backwards to offer excellent customer service, and a couple of times I've written mails to thank them. The person who I've always corresponded with is called Lorna Gillan. If you don't get things sorted with your mail, it might be woirth contacting Lorna. Good luck!
Ive heard some bad stories but the only time ive really needed them they were spot on. Having moved seats three times in as many seasons for whatever reason they couldn't complete my cup final application (odd as my brother n mate have as well but had no such issue) I spoke to the club and they said they'd sort it and issue me a new season card to correct the issue. New card came within 2 days amd and cup final ticket followed soon after.
Bad crack like, I've sent multiple queries by email regarding my next installment payment, I don't have money until the day after so was trying to request a 24 hour delay. They haven't even ****ing replied. Can't even get credit on my phone to ring them about it as I'm on my arse having to hold money back for the installment. After paying my last installment early I was assured I would be granted a few days delay without the charge if I was in the position where my payment would be a few days late. Well that was clearly a lie. I can only assume the reason they won't respond because they're rubbing their hands at the penalty charge they intend to give me. They'll be disappointed as the money will be there! With it being so close till the next installment I given up. What's another 6 days on my arse anyway? By the way, Iceland food is ****ing ****e.
Actually, Pizza is an area they do ok on, some of the stonebaked are quite nice. After I've chipped the topping off, rearranged it and added some fresh herbs.
