Eventim Tickets Lost in post

curlydog1

In January I purchased two tickets for Peter Gabriel at Manchester Arena through Eventim. I cannot now attend but I thought perhaps another member of my family could go.
I do not have the tickets and Eventim says they dispatched them last January!
Eventim say that Manchester Arena will only re-issue tickets an hour before the performance and that I am the only one who can collect these in person. They would let my husband pick them up if he had a letter of authority, plus photo id and my credit card number...except they wont because we do not have the same surname! Neither of us lives anywhere near Manchester either.
They say they're preventing touts - but ironically they have given touts my tickets by printing "EVENTIM" on the outside of the envelope.
Since I haven't received the goods am I entitled to some kind of refund or should they fulfill their obligation and re-issue to my address?
Advice please?

jacques_chirac

How do you know they print Eventim on the envelope?

They are fulfilling their end of the deal, they are providing the buyer with tickets for the concert. The best you can hope for is a refund of postage.

curlydog1

The first lady I spoke to at customer services said that Eventim was on the outside of the envelope.

But surely they are not fulfilling their end because I have not actually received them - which is no fault of mine.

halibut2209

A ticket is merely proof of purchase and permission to attend. As long as they are still allowing you (the buyer) to attend then they are fulfilling their end

curlydog1

So I have to accept that it's my fault that I can't go then but what about the other ticket? I suppose it's my fault that I can't pick it up too?

Ironically the husband has paid for it and isn't allowed to pick it up!

Why can't they just re-issue?

Touts seem to be winning on this one.

halibut2209

Who bought them? First you said that you purchased them. Now you are saying that your husband did

curlydog1

I bought them in my name with our joint credit card - we have different names. He paid the bill.

Sorry for the confusion.

halibut2209

So legally you are the purchaser which entitles you and another person to go to the concert. A joint account makes no difference I'm afraid. And Envitem are making sure that due to lost tickets, you can still do this.

Obviously they can't re-issue as it cannot be proved that you do not have the tickets already.

By ensuring that you (the purchaser) turn up in person to gain admission, they are indeed preventing touting

curlydog1

They tell me that as soon as duplicate tickets are issued then the first ones become void.
This is what presumably stops touting.
What I don't understand is why they can't send them to my address which is the same as my billing address on the credit card. I would even offer to pay for recorded delivery - just so that someone in my family can use these tickets.


Deeply frustrating.

jacques_chirac

curlydog1 wrote: »

They tell me that as soon as duplicate tickets are issued then the first ones become void.
This is what presumably stops touting.
What I don't understand is why they can't send them to my address which is the same as my billing address on the credit card. I would even offer to pay for recorded delivery - just so that someone in my family can use these tickets.


Deeply frustrating.

The simple answer - they don't want a scene on the night. If two sets of people turn up (and that is a big if, the other tickets could have simply been lost) the venue staff have no way of ascertaining who has the valid ones.

xxJudexx

Did you pay for postage?