Phil J.

I travelled with my family to Barcelona for el Clasico and did not receive our tickets.
We got some baloney email about the club confiscating some tickets due to the Brussels attacks at about 10; 45am, the email said the company was working to provide tickets by 4pm. Not heard a thing since.
I think we should be refunded not only our ticket money (inc their 150% refund guarantee) but also our hotel and flight costs because it was all only booked once we had had their confirmation they were able to supply the tickets.
The most appalling part is the lack of communication, no emails, won't answer the phone, reply to tweets, no apology, no offer of refund, nothing
The time you need good customer service is when things go wrong, well this time it went very wrong and this company left everyone abandoned with no communication. Avoid them like the plague!

UPDATE
Since returning to the UK we have been able to contact the company and they have apologised and explained that they were let down by a supplier and refunded the price paid for our tickets.
However, at the time we ordered tickets the website clearly stated that a refund of 150% of the price paid would be given if they were to not deliver.
This has not been refunded or even offered (they did mention the possibility of compensation in one email but have not offered us any).
In fact, their website has since been altered to only refer to 100% refunds (which would surely always be the case if a company didn't provide what you paid for?). Not honouring their 150% guarantee and changing the website surely constitutes fraud?
Interestingly, they haven't bothered updating the FAQ on their website which still states that to date they have never experienced a delivery failure

The communication from the company is still appalling with them still not replying to our emails so I would reiterate what I said in my original review.
The only time you really rely on good customer service is when things go wrong. I totally understand that the supplier let them down but our agreement was with guaranteetickets and they should be answering our emails and should be honouring the 150% refund without us having to chase them.
They should have contacted everyone that was let down and clearly set out what will be happening regarding refunds and compensation.