From: Nick Bone
Sent: 06 August 2013 09:56
To: Customer Care
Subject: Legend's Stadium Tour (Buyagift ref: 11821630-BUY2506792)
Dear Sir/Madam
My Step-Mum bought my Dad a legend’s tour of WHL for 2 people for his birthday. He asked me to book it so I phoned up and after being given the incorrect phone number on 2 occasions eventually got through to book the tour.
I said I had rung up to book a WHL tour and was asked to provide the reference number above. The girl who I spoke to took the booking reference and asked when we would like to go – I said Saturday 3rd August and she asked what time – I said 12:00 and she said that 12:00 was fine and it was all booked, and that we just needed to be at the club shop at 12:00. Brilliant.
We turned up Saturday at 12:00 and when showed our slip with the booking reference on it, were met with ‘You do know that you have a legends tour here?’ ‘Yes’ we replied…. ‘I am afraid there are no legends here today’ was the response.
When I phoned up to book the tour, I was never asked what kind of tour it was I wanted to book. I was simply asked for the reference number and when we wanted to go. I was not aware there were different types of tours.
We were asked if we wanted to take the tour with the standard tour guides or come back another day. As we had come down from Cambridge just for the tour we obviously took the first option, as we had spent money on train tickets and would have wasted most of the day.
Although the tour guides were very good, needless to say we were very disappointed and upset as we were really looking forward to being walked around WHL by a legend and hear some great stories.
My Step-mum was also gutted when we came back and told her, as she had booked (and paid extra for let’s not forget) a legend tour especially, as she knew Dad and I would love it.
I am hoping something can be done as compensation for the disappointment and money lost.
Kind regards
Nick
Nick Bone
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From: Customer Care
Sent: 06 August 2013 10:48
To: Gary Belsham
Subject: FW: Legend's Stadium Tour (Buyagift ref: 11821630-BUY2506792)
FYI
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From: Gary Belsham [mailto:[email protected]]
Sent: 07 August 2013 11:08
To: Nick Bone
Subject: FW: Legend's Stadium Tour (Buyagift ref: 11821630-BUY2506792)
Hi Nick
Many thanks for your email.
Firstly, please let me apologise for the confusion, and that you were booked on to the wrong tour. I have emphasised to the people who answer the phones to check exactly which vouchers supporters have when booking a tour.
Although I will not be able to offer a refund on the vouchers, I am more than happy to accept you both onto our next legends tour on Friday 6th September, with Martin Chivers, free of charge. Although you will have seen the areas of the stadium, the Legends tour is very different as Martin will tell lots of stories from his time at the club.
If you do wish to accept this offer, please let me know, and I will send some complimentary tickets out to you.
Kind Regards
Gary Belsham
Stadium Tours & Away Travel Administrator
T: +44 (0)20 8365 5191
M: +44 (0)7747 606 720
E: [email protected]
Tottenham Hotspur Football & Athletic Co Ltd
Bill Nicholson Way, 748 High Road, London, N17 0AP
Twitter / @SpursOfficial
Facebook / Tottenham Hotspur
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From: Nick Bone
Sent: 07 August 2013 11:25
To: Gary Belsham
Subject: RE: Legend's Stadium Tour (Buyagift ref: 11821630-BUY2506792)
Hi Gary
While we appreciate your offer, we do not really feel like this is adequate compensation. I am sure Martin’s stories would be great but to travel down from Cambridge again just to hear some stories is just not worth it. Had we had Martin originally and been taken around WHL for the first time at the same time (like we paid for) that would be a different story.
I am sure Tottenham can do a little better than that. We are bronze members and spent a lot of money supporting the club last year and would like to think we are valued supporters.
We would gladly accept a couple of match tickets or even a replica kit each to make amends.
Kind regards
Nick Bone
--------------------------------------------------------------------------------------------------------------------------------------
Hi Nick
Many thanks for your email.
Again, I can only apologise.
As I said previously, the offer of joining the Martin Chivers tour is on the table, but no match tickets or replica kit will be offered to you.
Regards
Gary
Sent: 06 August 2013 09:56
To: Customer Care
Subject: Legend's Stadium Tour (Buyagift ref: 11821630-BUY2506792)
Dear Sir/Madam
My Step-Mum bought my Dad a legend’s tour of WHL for 2 people for his birthday. He asked me to book it so I phoned up and after being given the incorrect phone number on 2 occasions eventually got through to book the tour.
I said I had rung up to book a WHL tour and was asked to provide the reference number above. The girl who I spoke to took the booking reference and asked when we would like to go – I said Saturday 3rd August and she asked what time – I said 12:00 and she said that 12:00 was fine and it was all booked, and that we just needed to be at the club shop at 12:00. Brilliant.
We turned up Saturday at 12:00 and when showed our slip with the booking reference on it, were met with ‘You do know that you have a legends tour here?’ ‘Yes’ we replied…. ‘I am afraid there are no legends here today’ was the response.
When I phoned up to book the tour, I was never asked what kind of tour it was I wanted to book. I was simply asked for the reference number and when we wanted to go. I was not aware there were different types of tours.
We were asked if we wanted to take the tour with the standard tour guides or come back another day. As we had come down from Cambridge just for the tour we obviously took the first option, as we had spent money on train tickets and would have wasted most of the day.
Although the tour guides were very good, needless to say we were very disappointed and upset as we were really looking forward to being walked around WHL by a legend and hear some great stories.
My Step-mum was also gutted when we came back and told her, as she had booked (and paid extra for let’s not forget) a legend tour especially, as she knew Dad and I would love it.
I am hoping something can be done as compensation for the disappointment and money lost.
Kind regards
Nick
Nick Bone
--------------------------------------------------------------------------------------------------------------------------------------
From: Customer Care
Sent: 06 August 2013 10:48
To: Gary Belsham
Subject: FW: Legend's Stadium Tour (Buyagift ref: 11821630-BUY2506792)
FYI
--------------------------------------------------------------------------------------------------------------------------------------
From: Gary Belsham [mailto:[email protected]]
Sent: 07 August 2013 11:08
To: Nick Bone
Subject: FW: Legend's Stadium Tour (Buyagift ref: 11821630-BUY2506792)
Hi Nick
Many thanks for your email.
Firstly, please let me apologise for the confusion, and that you were booked on to the wrong tour. I have emphasised to the people who answer the phones to check exactly which vouchers supporters have when booking a tour.
Although I will not be able to offer a refund on the vouchers, I am more than happy to accept you both onto our next legends tour on Friday 6th September, with Martin Chivers, free of charge. Although you will have seen the areas of the stadium, the Legends tour is very different as Martin will tell lots of stories from his time at the club.
If you do wish to accept this offer, please let me know, and I will send some complimentary tickets out to you.
Kind Regards
Gary Belsham
Stadium Tours & Away Travel Administrator
T: +44 (0)20 8365 5191
M: +44 (0)7747 606 720
E: [email protected]
Tottenham Hotspur Football & Athletic Co Ltd
Bill Nicholson Way, 748 High Road, London, N17 0AP
Twitter / @SpursOfficial
Facebook / Tottenham Hotspur
--------------------------------------------------------------------------------------------------------------------------------------
From: Nick Bone
Sent: 07 August 2013 11:25
To: Gary Belsham
Subject: RE: Legend's Stadium Tour (Buyagift ref: 11821630-BUY2506792)
Hi Gary
While we appreciate your offer, we do not really feel like this is adequate compensation. I am sure Martin’s stories would be great but to travel down from Cambridge again just to hear some stories is just not worth it. Had we had Martin originally and been taken around WHL for the first time at the same time (like we paid for) that would be a different story.
I am sure Tottenham can do a little better than that. We are bronze members and spent a lot of money supporting the club last year and would like to think we are valued supporters.
We would gladly accept a couple of match tickets or even a replica kit each to make amends.
Kind regards
Nick Bone
--------------------------------------------------------------------------------------------------------------------------------------
Hi Nick
Many thanks for your email.
Again, I can only apologise.
As I said previously, the offer of joining the Martin Chivers tour is on the table, but no match tickets or replica kit will be offered to you.
Regards
Gary