No tickets & wrong communication

Ticketmaster www.ticketmaster.co.uk
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Schen's review of Ticketmaster www.ticketmaster.co.uk

“No tickets and wrong communication”

★☆☆☆☆

written by Schen on 26/06/2013

After purchasing Robbie Williams concert tickets 7 months ago, spending £335.50 for 4 tickets, I still haven't received my tickets from Ticketmaster 4 days before the event. There is no customer service phone number to be found on Ticketmaster's website and you can only contact them through an online form ('Ask a question'-section). After contacting them this way all I got was an automatic email which included no specific information on where my tickets were. On their website Ticketmaster advices to wait until 5 days before the event before asking for the whereabout of the tickets.
When I finally found Ticketmaster's phone number via Google, I was on hold for the first 20 minutes. Then when the lady checked my order she confirmed the tickets had missed delivery and Royal Mail had sent them back to Ticketmaster. I never received any communication about this from Ticketmaster, even though they have my email address and phone number. They blamed it on Royal Mail not leaving a receipt. I was told I should have contacted them earlier so that they would have been able to re sent it, but on their own website and on their phone menu it clearly states you can't contact them if the concert is more than 5 days away!
I now have to pick up the tickets on the day of the concert (probably queuing), and I'm unable to give my friends their tickets in advance. We are all travelling to the concert from different locations and at different times, so it is very inconvenient for us! I can't believe how Ticketmaster has taken my money many months ago and not delivering their product: tickets. I'm very disappointed by this very poor customer service.

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