Ticketek customers have demanded refunds after being left in limbo for weeks because the company failed to ensure pre-ordered tickets arrived in time for a major soccer match.
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Customers on Friday flooded the ticketing giant's Facebook page with angry comments over concerns they had still not received hard-copy tickets for Tuesday's game between Premier League champions Chelsea FC and Sydney FC at ANZ Stadium.
Some customers said they had bought tickets to the match up to four weeks ago, including Melbourne fans flying to Sydney this weekend who were yet to receive their tickets in the mail.
Customers also complained about lengthy call waits and rude customer service staff this week when they tried to contact Ticketek to resolve the ticketing problems.
Ticketek said on its Facebook page that it was aware some customers who bought tickets to the game had not yet received them and that fans who provided their transaction number and date of purchase would be sent "Ezytickets" via email.
We understand some fans who have purchased tickets for Chelsea FC V Sydney FC on Tuesday 2nd June have not yet received...Posted by Ticketek Australia on Thursday, 28 May 2015
But the post sparked dozens of comments from customers venting their frustration at the delays, with many calling for full refunds or reimbursements for the additional processing and postage fees paid for hard-copy tickets.
David Cole, who bought tickets on May 2, said: "Finally got e-tickets emailed out after seven posts and several emails. Does this mean I get a refund for the $8.35 service and delivery charge? As there was really no service and no delivery?"
Customer Jordan Sharp said had he not been told by a friend to check Ticketek's Facebook page he wouldn't have known he could have requested an e-ticket. "Where is the duty of care to a customer to inform them that there is an issue? Today is Friday, which would still only leave one day for tickets to arrive by mail. Your customer assistance line is pathetic, no answer, straight to the call busy tone and I've tried ringing it every day for the whole week."
Ceri Lloyd bought tickets on May 1 and said: "Tickets for Chelsea game have still not arrived. Our son is so upset!"
"I want a complete refund. This has been an absolute joke," wrote Allison Tasker.
Kameel Andraos said: "Would like a refund for both of my delivery fees/service via regular mail."
Marcelo Correa said Ticketek customer service was "terrible": "Spent $600 on tickets and wanted them posted so my son could keep them as a souvenir. Phone line engaged all week and I finally got through yesterday after waiting on hold for 45 minutes. The person was so rude and said they would arrive today. Still no tickets."
Glenda Fryer said: "I finally got our tickets emailed to me [but] they were supposed to be posted! I have emailed and called so many damn times to sort out tickets it's beyond a joke!''
Amanda Cash, who bought tickets a month ago, said: "I'm with everyone else. Paid for delivery as I wanted proper tickets to keep for my children. Have been calling for four hours to a busy signal. Not impressed at all. Refund for delivery option I think is in order as these have clearly not been delivered as per payment."
Ticketek has not responded to a request for comment.
