Legoland - AIBU

[alwayslosing]

So I have just purchased tickets to go to Legoland next week.

By mistake I've inserted an email address that I no longer use ( it was saved on the computer and it looks similar to my actual email address). I ticked it by mistake.
Due to this error I have not received an email confirmation with the tickets.

I called them the answering machine message said that they cannot take any phone calls due to coronavirus. I've then emailed (filled out the online form) and received an automated response that they are dealing with a 2week email backlog and that my email will be answered in 2 weeks. WTAF!

How can they run a business but not offer any customer support whatsoever??

I understand it is my fault but what are the customers supposed to do if something like this happens?

Luckily I managed to save the tickets as PDFs from the link provided once purchase was complete.

The excuses due to COVID 19 are starting to become absolutely pathetic.

Why the hell they are allowed to operate like this? If you decide to open your business you should be able to provide support to your customers otherwise stop operating until you can provide this support. Didn't expect this from a large chain like Merlín.

Maybe one of the hundreds of people working for Legoland (Merlin) could have helped if they’d not all lost their jobs.

YABU.

Why the hell they are allowed to operate like this? If you decide to open your business you should be able to provide support to your customers otherwise stop operating until you can provide this support

It's Legoland, not a hospital - a private company is "allowed" to operate however they like; people are free to spend money elsewhere if they don't like the service.

You say you need the receipt - they have only said there's a backlog so I'm sure they'll give you your receipt eventually.

If getting the receipt is that urgent, speak to customer services when you're at the park. If it's not that urgent, enjoy the day!

We went this week and no one checked our tickets for entrance or car park. Not sure if that was an error. They certainly didn’t seem understaffed.

Definitely keep your pdfs and you should be fine.

I disagree with everyone.
Why is such poor customer service ok?

Why is such poor customer service ok?

What do you actually mean by "OK", though?

If it's "not acceptable", what are you suggesting should be done about it, other than for people who aren't prepared to accept that response time avoiding the company?

It's not like the company has taken the OP's money and is refusing her entry - they've managed her expectations as to when they will reply to her message, and so if it were more urgent, she would know not to wait for a reply as it's not coming for up to 2 weeks, and would obviously keep looking for a way to get through to someone.

OP, try this:

support.legoland.co.uk/hc/en-us/articles/360000906491-I-have-not-received-my-email-confirmation-what-should-I-do-

You made an error by not checking the e-mail address properly before submitting it. You already have the paperwork that you need. YABU to complain about Merlin.

Customer service has gong to shit in this country since COVID. Shopping is no longer pleasurable, long queues, low stock levels/ availability, kids on crap money running shops, I am really tired of it all. The woman is no the bank looked at like I had two heads the other day because I wanted to open a bank account for my daughter. And god forbid you have to use cash to pay for something... it's money not bloody Anthrax...

They've always taken an age to respond to any correspondence, that's if you get a response at all. YANBU, their customer service is shocking and Covid is their latest excuse.

I think one of their biggest challenges is great most of their staff are seasonal so they are constantly learning and never fully up to speed. Management never seem to be present to supervise or assist.

It was your error and you have your tickets, stop making it into a huge drama.

I agree OP. DH has been having issues with one of our service providers, but their phone options state that ‘due to coronavirus, if you are not a key worker, please hang up and e-mail us instead’. The problem being that ‘due to coronavirus’ they are also not replying to e-mails! I think it’s really poor when you are providing a service that after all this time they haven’t managed to implement a system whereby you can actually speak to someone. We’re not in the first few weeks of the pandemic anymore.

@alwayslosing

I will drop it but what if I hadn't managed to save the pdfs? It came as a link and not with the option to save them as pdfs.

I understand these challenging times however they also must provide some support to their customers. Even if we need to wait longer for someone to answer the phone, they should help out in case something like this happens.

I understand it's my fault this was a genuine mistake.

Well then you'd worry about it Absolute non issue . You're getting yourself worked up over fresh air

If you decide to open your business you should be able to provide support to your customers otherwise stop operating until you can provide this support

I agree. You're going to get a lot of "oh ffs op stop complaining don't you know there's a war on pandemic" replies, but I am also sick to death of trying to contact companies and being totally unable to. If they are still happy to take my money, then they need to ensure I can get in touch if I need to.

If they are still happy to take my money, then they need to ensure I can get in touch if I need to

If you're still happy for them to take your money, what's their incentive?