I recently purchased two women's programmes from the official website. Each programme cost £1 and there was a £1.50 admin fee. Total £3.50.
Received an email saying they were on there by mistake as the club does not have copies of them and that I would be refunded. Refund appears and is only £2. When I queried this I was told the £1.50 was an booking fee and would not be refunded.
I am awaiting a reply to my further email suggesting it was wrong to charge me for their mistake and me not receiving anything.
The two programmes are still available to buy on the website.
3
Comments
Subject: Formal Complaint: Unjust Retention of Booking Fee for Undelivered Programmes
To: Isabelle Rogerson, Supporter Liaison Officer
Email: isabelle.rogerson@cafc.co.uk
Dear Ms. Rogerson,
I am writing to express my deep dissatisfaction regarding a recent transaction with Charlton Athletic Football Club, which I believe constitutes a breach of consumer rights.
On [insert date], I purchased two women's programmes from your official website, each priced at £1, with an additional £1.50 booking fee, totaling £3.50. Subsequently, I received an email stating that these items were listed in error and are unavailable, and I would be refunded. However, only £2 was refunded, with the £1.50 booking fee retained.
Charging a booking fee for items that cannot be delivered due to the club's error is unacceptable. No goods or services were provided, yet a portion of my payment was withheld. This practice not only lacks fairness but may also contravene consumer protection laws.
Furthermore, it's concerning that these programmes remain available for purchase on your website, potentially misleading other customers.
I request the immediate refund of the outstanding £1.50. Should this matter not be resolved within 7 days, I will escalate the issue by:
Filing a complaint with the Citizens Advice Consumer Service, which liaises with Trading Standards: https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/
Reporting the matter to the Advertising Standards Authority for misleading advertising: https://www.asa.org.uk/make-a-complaint.html
Initiating a chargeback through my payment provider.
I hope for a prompt and fair resolution to this matter.
Sincerely,
[Your Full Name]
Who buys programmes for Women’s football?
I had to make 2 separate purchases as our S/T seats were unavailable @11.30am, so had to wait until they were (like loads of others).