Dear Paul,
Thank you for taking the time to leave this review.
You contacted us after the match was over, so we could not assist you at the time of the match when this occurred. This left us with the option to identify the problem with the tickets after the fact and to compensate you accordingly if the problem could be confirmed.
We got these tickets directly from the club and contacted them directly to determine what the problem with them was, but we could not find any fault with the tickets.
This left us to turn to you for evidence of the problem. You have written here that one can't expect the guards at the turnstiles to have the time to stop and write out in a foreign language what the problem with one pair of tickets is. We’d agree that that would be a fair point if you hadn't told us that you went to the box office to seek assistance there. Even with this, however, no evidence of a problem could be found.
We spent nearly a month investigating your claim, which is not the behavior of a company that does not care about its customers or its product.
In the end, even though we could find no evidence of a problem with the tickets, we offered a discount option. We have provided tickets for you in the past with no problem and we have no reason not to trust that something happened and that you came all the way to Madrid for a match only to be turned away gate, so, even though we could not compensate you for tickets that were confirmed as valid, we did offer at least some kind of compensation.
We are very sorry for this situation, but we cannot see any other solution.
Best Regards,
Lena
Customer Service
Football Ticket Net
