Ticketmaster refund

HattieSpattie

Hope some can advise.
My daughter bought 3 leeds festival tickets but unfortunately for the wrong date. On Monday she chatted on line with them and has some evidence. They said to buy new tickets for correct date and then come back on chat for a refund. Surprise surprise they are refusing to refund wrong tickets. 
They say there was no error on website on the day she purchased so no refund due. But we have emailed to explain about the chat and they are still refusing and saying case closed.
Any help out there would be appreciated. She is obviously very much out of pocket even though it was her mistake but followed their instructions.
Many thanks

DullGreyGuy

HattieSpattie said:

Hope some can advise.
My daughter bought 3 leeds festival tickets but unfortunately for the wrong date. On Monday she chatted on line with them and has some evidence. They said to buy new tickets for correct date and then come back on chat for a refund. Surprise surprise they are refusing to refund wrong tickets. 
They say there was no error on website on the day she purchased so no refund due. But we have emailed to explain about the chat and they are still refusing and saying case closed.
Any help out there would be appreciated. She is obviously very much out of pocket even though it was her mistake but followed their instructions.
Many thanks

So she accepts it was her own fault?

Do you have the transcript of the first chat? Is it clear from that that she was saying it was her fault rather than, for example, alleging that she selected the 1st and they've issued tickets for the 3rd? 

HattieSpattie

Yes she owned up to booking wrong date. We have the chat telling us to buy new tickets and then contact them again for refund. That's the only chat she screen shot. We have gone back but they cleared the chats as she went on 3 times to ask if this was correct.

Okell

HattieSpattie said:

... They said to buy new tickets for correct date and then come back on chat for a refund...

HattieSpattie said:

Yes she owned up to booking wrong date. We have the chat telling us to buy new tickets and then contact them again for refund...

I hate to ask this but... did they actually confirm they would pay a refund or did they just say something like "Buy new tickets and we'll look at a refund"

born_again

Can she not sell them back for resale?
Wonder if that is what they meant.

HattieSpattie

Yes I have the chat

Alderbank

What exactly were the instructions (ie, the remainder of the text after 'To request an exchange, follow these steps;)?

ThumbRemote

As far as I can see, she's been given instructions to follow. She's clearly followed the first part (rebook) and assuming she's followed the other steps, she's entitled to a refund. 

However, Ticketmaster are a horrible company. It'll almost certainly need to go to small claims court to get the refund, so don't bother messing around. Send them a letter before action, explaining what she was told and including the screenshot, giving them 14 days to refund you, then look at filing the small claims case.

HattieSpattie

Alderbank said:

What exactly were the instructions (ie, the remainder of the text after 'To request an exchange, follow these steps;)?

Wont let me. Send res

Hoenir

Still more to come. What are the 

"Exchange egibility requirements are as follows and must be met".............

Were they?