Mr P Kenyon
General Manager
Chelsea Football Club
Stamford Bridge
Fulham
London
Dear Sir
I write to complain bitterly about the way in which this club treats its genuine ordinary fans. This is not a one off complaint but the result of a seasons worth of disappointments. Not with the team, not with the performances, not even with the prices but with the ticketing, some of the awful seats we have been sold at full value and the way in which the website is run and operated. More to the point the way it treats us as fans generally. We are nothing special just ordinary fans from an ordinary family who want to go to the football on a Saturday.
Today I have tried for over two hours to buy tickets for the forthcoming Liverpool game at home. Initially (from 7 am until 9.30) the website indicated that tickets were available to non-members and did not appear in the members ticket sales area until 9.30. Before 9.30 it was impossible to get logged into the site and a repeater screen saying try again later kept appearing every time I attempted to go in to the buy online site. No doubt caused by the 1000s of scousers trying to buy tickets as non-members.
Having got through to the actual purchase screen four or five times the website then failed and dropped my connection in a variety of places (seat selection, payment, seat selection and rejection when, because I try to buy for me and my two children, there are no child tickets left anywhere in the ground).
So now I accept that it will cost me over £150 for us to go to this game at full adult price each. Something I am willing to do as long as I do not end up with the tickets in certain sections of the Mathew Harding Lower where you can only see 70% of the actual pitch- our first visit to Chelsea this year against Sunderland was rather spoiled when at £48 per seat we couldnÂt see most of the far end of the pitch. Watching only half of a game of football, for £150 seemed a bit of a rip but we can live with that.
Only we have again lost the link to the website and can no longer get in to get any tickets again. After two hours of trying to get tickets for Chelsea Liverpool, and having got so pissed off with this website we try phoning the box office- pointless really but it was worth a short try.
Whilst we are prepared to suffer a little for our team we cannot go through this all season every time there is an important game. We have been to every home game we can get to whether it be Liverpool or Sunderland or Charlton in the league cup. The crap service we have received has now become something of an issue and I am no longer prepared to just take it. Thus the letter.
No doubt we will not get any sort of response or maybe just a "we were very busy that day and apologise". I can tell you now that this will be insufficient to placate me. Perhaps I should spend my merchandising and ticket money (over £1000 already this year) on someone more deserving.
Perhaps you could put in your letter of response an explanation to Harvey and Joe (10 and 8 respectively) why they easilly get tickets for the rubbish games all season but they can't go to the Liverpool game.
While I am writing what happened to season ticket sales this year? We tried to get them as well but right up until the start of the season there was no information and then as soon as the season started there were no tickets for sale at-all. Nice touch. The club doesn't even have a waiting list so no one can even put themselves forward to get them for the next year. How, if there are to be any season ticket sales next year will the club decide to allocate them? Sorry, I get it, the club makes more money out of individual seat sales than season tickets so there won't be any Season Ticket sales for a couple of years right?
So the best football team in the premiership treats its fans with contempt and assumes that they will just keep on coming and keep on paying. Thanks once more.
Oh and one more thing- why does a bottle of Coke cost £1.80? Beats me everytime, must be the cost of taking the top off.
The whole thing is a mess, the website cannot cope with the pressure, the child seats are almost non-existent and there is apparently no prospect of getting season tickets to avoid this rubbish next year. If this is the Chelsea experience then there is another club in Fulham...