double booked edinburgh fringe tickets - no refund or exchange

tir21

hi went on the edfringe.com website to purchase 2 tickets. I had bought 2 tickets numerous times in the previous 4 days without any problems.

however on this particular occasion after entering all the card details - when i clicked on the final payment button - rather than getting a successful payment confirmation screen with the transaction number - i instead got the message "basket is empty"

on all the previous occasions i bought tickets - i was presented with a payment confirmation message and transaction number. Since on this occasion i didnt get that message - i went through the whole purchasing process again.

again i got basket is empty message. at this stage i gave up.
however the next morning while checking my emails i noticed two messages saying 2 tickets had been successfully purchased. So i now had 4 tickets

i immediately phoned the box office and they said to send an email to customer services explaining what had happened.

when i went to collect the tickets from one of the venues later that morning - i explained what had happened and asked whether i should collect all 4 tickets if i was going to dispute the payment for the two i didnt want. They told me not to collect the two tickets i didnt want if i was going to dispute it.

after trying to get my money back edinburgh fringe are refusing to reimburse me.

they started off saying it was my word against the guys in the ticket office and so cannot be sure incorrect advice was given. however they are now saying the location i collected the tickets up from was a separate organisation so they are not liable anyway

they say they have a strict no refund or exchange policy - but that i should not feel too bad because the money has gone to the performers

in fact they insinuate that to get my money back it would have to be recovered from the performers we paid twice to see

i have two grievences with edfringe.

1) the website was faulty and did not inform me i had purchased tickets when i had. is the fact they sent an email sufficient?

2) i was given incorrect advice at collection point. If i had been told about strict no refund policy i would have collected them and sold them on.

they say the terms and conditions on the website explain the no refund policy. Would i be able to challenge them in the small claims court?

i feel i have lost out without really doing anything wrong

tir21

bump bump.

Caz3121

A friend also had a problem with the website and ended up with duplicate tickets and went into the main box office in the Royal Mile with the printouts and they immediately refunded the duplicate purchase. (not much help to you now!)

With the fringe over for a month now, I am not even sure what staff they would have available to deal with queries like this now

tir21

Caz3121 wrote: »

A friend also had a problem with the website and ended up with duplicate tickets and went into the main box office in the Royal Mile with the printouts and they immediately refunded the duplicate purchase. (not much help to you now!)

With the fringe over for a month now, I am not even sure what staff they would have available to deal with queries like this now

my credit card company is saying that its up to me to check that the transaction did not go through.

but there was no message saying anything had been sent to my email address, and i was on my mobile and could not access by credit card account

would anything have immediately have shown on my credit card account anyway? doesnt it take a few hours to be updated?

tir21

caz3121

if i take this through the small claims court - could you put me into contact with those people who suffered the same problem on the website

it would demonstrate that i was not making up there being a problem with the website

thanks

TadleyBaggie

Double posted : https://forums.moneysavingexpert.com/discussion/4776524

wealdroam

And here's thread number three:

https://forums.moneysavingexpert.com/discussion/4776467

tir21

i assumed different threads may have different viewers

TadleyBaggie

Multiple threads on the same subject is against forum rules.

tir21

TadleyBaggie wrote: »

Multiple threads on the same subject is against forum rules.

you live and learn

tir21

have decided to take the edinburgh fringe to the small claims court. let you know how i get on