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St. Louis Blues Sales Manager Insults Long-Time Customer, Loses Fan

stlnews by stlnews
October 19, 2022
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St. Louis Blues Sales Manager Insults Long-Time Customer, Loses Fan

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Nick Bradley, a longtime fan and supporter of the St. Louis Blues, has been a season ticket holder for 7 years, but after his poor customer support experience during the COVID-19 pandemic, this has unfortunately changed. 

Bradley had prepaid for the 2020-2021 season, but when the COVID 19 pandemic hit the season was put on hold.

After waiting over a year for the season to restart, as it had been fully canceled, Bradley decided to request a refund with the intent to continue payment when the season was confirmed again due to the uncertainty of the pandemic. 

His initial refund request, sent initially on March 22, 2021 via email to his designated support representative went unanswered for a total of 14 days. Within those 14 days, Bradley reached out to both [email protected] and [email protected], with no response from either channel.

John, I wanted to ask what the process for getting my deposit for this season refunded since there will be no games. I received the email and know that you guys said it would be rolled over to next season, but I'd like this returned until next seasons payments start. I assume everything will be back to normal for next season to be able to go to games, but you never know, so I'd rather play it safe and just have the cash in hand for now until next years payments begin. Thanks, Nick

On April 5th, 2021, Bradley received a response from his designated support representative but earlier that same day he had already reached out via phone and was told that his representative or a manager would reach out by the end of the day.

Two and a half days later he had yet to receive a call, so he reached out once more and was connected with sales manager Kyle Waymon, whose unprofessionalism and disrespect resulted in Bradley later deciding to cut ties with the organization.

According to Bradley, when he requested a refund of his unused $22,000, Waymon began to speak in a condescending tone, asking if Bradley was having “financial troubles”. The following day, Waymon called back and claimed that by requesting a refund for a season that did not happen – that Bradley had already paid for – , Bradley was forfeiting his seats – a claim that was later refuted by a different manager.

The call ended with Bradley being promised that his refund would be issued in a timely manner, however no refund was issued and no follow up call was received. 

Eventually, a different representative reached out to resolve the matter, but by this point the damage had been done. After explaining how he had been treated thus far, Bradley was connected with an additional representative who attempted to resolve the matter and issued a refund.

In total, it took a month of unanswered emails and unreturned phone calls before Nick Bradley received his refund and was contacted by a representative of the St. Louis Blues, only for him to receive an email three months later confirming that his card was still on file and was scheduled to be charged.

According to Bradley, this wasn’t the first time he experienced bad customer service from the St. Louis Blues:

“This is just one story, I’ve had nothing but horrible experiences anytime I have had any customer support needs in the past. To me, this was not that complex, I was asking for a refund for a season that did not happen and intended to pick back up next season when they have things figured out and payments begin.”

Timeline Of Events

March 22nd, 2021:

Nick Bradley sends his first refund request to his designated support representative:

John, I wanted to ask what the process for getting my deposit for this season refunded since there will be no games. I received the email and know that you guys said it would be rolled over to next season, but I'd like this returned until next seasons payments start. I assume everything will be back to normal for next season to be able to go to games, but you never know, so I'd rather play it safe and just have the cash in hand for now until next years payments begin. Thanks, Nick

March 26th, 2021:

After four days with no response, he sends a second email to [email protected]

Hello. I tried to email this to my Rep but I never heard back from him, so I will leave this here: So John, I wanted to ask what the process is for getting my deposit for this season refunded since there will be no games. I received the email and know that you guys said it would be rolled over to next season, but 'd like this returned until next seasons payments start. I assume everything will be back normal for next season to be able to go to games, but you never know, so I'd rather play it safe and just have the cash in hand for now until next years payments begin. Thanks, Nick

March 31st, 2021:

After an additional five days with no response, he sends a third email to [email protected]

Hello, I have now sent this email to my rep 9 days ago, general customer support (CustomerService@stiblues.com) 5 days ago and now am here sending this email for the third time here since have received 0 response from either of the two previous emails. Not sure what it takes to get an answer on this from you guys. This is the previous email sent to the above: I wanted to ask what the process is for getting my deposit for this season refunded since there will be no games. I received the email and know that you guys said it would be rolled over to next season, but 'd like this returned until next seasons payments start. I assume everything will be back to normal for next season to be able to go to games, but you never know, so I'd rather play it safe and just have the cash 1 hand for now until next years payments begin. Thanks, Nick Bradley

April 1st, 2021:

At this point, a total of ten days had passed with no response so Bradley reached out via phone on Thursday, April 1st:

“I spoke with someone and explained the situation of no one responding to me and me wanting a refund. I was placed on hold and then when he came back I was informed that my rep or a sales manager would get back to me by the end of the day. The day passed, no call. Friday, no call. Halfway through Monday, no call, so at this point I realize obviously no one is calling me back and I need to call in again.”

April 5th, 2021:

At this point, Bradley called back and was assured that he would receive a call from a manager by 2pm that day. 

He also received his first email response from his designated support representative.

Contact With Kyle Waymon:

Over the course of a week, Nick Bradley spoke to sales manager Kyle Waymon regarding his refund request. These interactions – during which Waymon was aggressive and disrespectful –  resulted in Bradley later cutting ties with the organization.

The interactions are as follows:

After days of waiting to hear back regarding his refund request, Bradley received a call from Kyle Waymon, a sales manager, and expressed his reasoning for wanting a refund – he had pre-paid for a season that did not happen and wanted his deposit returned until a new season was confirmed or announced.

Waymon began to address Bradley in a condescending manner, asking him if he was experiencing “financial troubles” and claiming that if he were to request a refund that he would lose his seats. This claim was later refuted by the client retention manager.

After reiterating that he simply wanted a refund for a season that did not happen and that he had already pre-paid for, until the new season was confirmed or announced, Waymon said he would call back. 

The following day, Waymon called back and provided forms for Bradley to sign to receive his refund but that would also confirm him losing his seats.

After completing the requested forms, Bradley had yet to receive a refund or confirmation of one.

During the course of these interactions, Waymon took on a belittling, aggressive tone with Bradley, falsely threatening that a refund would result in Bradley’s seats being lost in an attempt to prevent him from requesting a refund in the first place – for a season that did not happen that Bradley had already pre-paid for – and making unprofessional, disrespectful comments regarding Bradley’s financial status.

When Bradley did not back down and stated his intentions to cut ties with the organization, a different customer support agent took over to do damage control and convince him to stay. 

Unfortunately, Waymon’s repeated actions and the initial neglect that Bradley received after multiple contact attempts and weeks of wait time made it clear that the management behind the St. Louis Blues does not value or respect even their most loyal customers.

April 6th, 2021:

A client retention manager then reached out to Bradley regarding his refund request asking for more details regarding his experience.

April 8th, 2021:

Bradley then responded to the agent, and sent the same response to the St. Louis Blues manager and executives:

That Is very kind of you, but I'm afraid this ship has already salled based on the way I've been treated. I don't want to take my frustration with the decisions being made by this organization out on you, since this is not your fault, but let me give you a summarized version of what happened in case you were not told the whale story. or I prepaid for the current season 1 year ago for a total of $22,181.64 before you stopped payments. As you know we were recently informed that the remainder of the regular season games would not have eligibility for using my seats. I did receive the email saying that the money would be rolled over to the following season but I have no Interest rolling my money over next season with so much uncertainty whether I will be able to them next year. I paid the money for this season, this season did not happen and I just wanted that money refunded until details were released on next season and payments started again and I would then proceed as I normally would. That leads me to the 2+ week process of trying to get at the very least a response and in my CASA 1 refund, just to be disrespected and forced to make the decision to end my season tickets and my support for a team that I thought I would back no matter what. My rep is. sont him the following email on March 22nd: "John, wanted to ask what the process is for getting my deposit for this season refunded since there will be no games. I received the email and know that you guys said it would be rolled aver to next season, but I'd like this returned until next seasons payments start. assume everything will be back to normal for next season to be able to go to games, but you never 0 know. so I'd rather play it safe and just have the cash in hand for now until next years payments begin. Thanks, Nick® This email went unanswered or days, so I thought maybe my rep still furloughed so I emailed: customersarvice@stiblues.com the exact same email. To my surprise, that also went unanswered after ! days. So on March 31st | send the same email yet again but this time to communityrelations@stiblues.com; still no response. At this point I had lost all faith in receiving any kind of response via email. So after 10 days and 3 emails sent with no response, I call in on Thursday April 1st. I spoke with someone and explained the situation of no one responding and me wanting a refund. I was placed on hold and then when he came back I was informed that my rep or a sales manager would get back to by the end of the day. Thursday passed, no call. Friday, no call. Halfway through Monday, no call, so at this point I realize obviously no one is calling me back and I need to call in again. So I call and explain the situation again to someone different. I'm placed on hold and then he comes back and says he's going to transfer me to a sales manager who would handle things. This is where you guys lost me after I'm transferred to Kyle Waymon. His inability to properly navigate defusing a situation that had already wasted : time and tested my patience is unbelievable. He had the audacity to ask me if I was having financial troubles and could not afford the seats anymore in a condescending way. I was blown away and very calmly explained to him that I have 0 financial issues and that I would rather hold my money until you guys figure out exactly what is happening next season and payments begin for that. also then said if there was some incentive for you guys holding $22k+ of my money for who knows how much longer then he could come to me with some offer for you keeping rather than me. My money can make money being invested, its been sitting with you guys for a year now and we stil have no guarantee I can even sit In my seats next season, it makes no sense for me to let it sit with you guys for who knows how much longer where I am gaining nothing. Its my money that I paid for something that did not happen and I am entitled to ask for that to be returned until you guys figure things out for the following season. There was much more to this conversation as well with him making no effort to ease my frustration with what had already been through and my concerns with why I'm not just being told I will receive a check with my refund and we will pick back up when the 2021-22 season details are figured out and payments begin. After 10 minute conversation f being belittled by someone who should be working for my business, not trying to force me away E from it. we concluded the cell with him telling me he will get back to me tomorrow with options. The following day I receive a call back from Kyle Waymon. Again, O interest in attempting to ease my frustration or concerns with whats going on here and he jumps right into telling me that I'm losing my seats If I want a refund for this season which I paid for but could not use my seats. At this point I had wasted 2 weeks of my time, been insulted and pushed away from the love l had for this team and I had enough, so I told him to cancel my eats and send me a check. Again, O attempt at defusing the situation and making any attempt at making things right. I was told I would receive a form from him to fill out that is me giving up my seats and once I filled hat out I would receive my refund. Fast forward to this morning, where I'm writing this email to you, which I was only waiting to respond to once | received said email from Kyle so I can get my refund but of course I've received nothing at all from him and only this email from you following all of this. At this point I have O interest in any dialog with you guys until I have received my refund in full. Even then, I really don't see how there Is any way we can come back from this. Also, its worth noting that am a Cardinals Season ticket holder as land not only did they : email asking and offering everyone a refund for their season whore seats were not able to be used, but it was a seamless and fast process receiving the refund. Meanwhile you guys are making me fight to get what is rightfully mine, all while losing my business forever. This is only 1 story too, I've had nothing but horrible experiences anytime I have had any customer support needs in the past. To me, this is not that complex, I am asking for a refund for a season that did not happen and will pick back up next season when you guys have things figured out and payments begin.

Later that day, both the client retention manager and Senior Director of Ticketing & Premium Service reached out to handle the refund request and communicate regarding Bradley’s desire to cancel his seats.

April 10th, 2021:

Confirmation emails were received regarding the refund method.

April 12th, 2021:

A refund was issued by check, and Bradley was sent tracking information.

July 1st, 2021:

Several months later, Bradley received a confirmation email stating that his payment plan would continue and that the card on file would be charged $29575.52 for the renewal of the 2021-22 season:

We are excited to turn the page to the 2021-22 season and to have all of our Season Ticket Holders back Enterprise Center. Your payment plan for the 2021-22 season will up on Thursday, July 15. Your payment of $29575.52 will be charged to your credit card on file. Remaining Payments Dates: July 15, Aug. Sep. 15, Oct 15, Nov. 15 If you need to change your credit card please contact your Account Representative by July 14. Click here to review your account and check your invoice.

Bradley then reminded them of his desire to cancel his seats:

Hello, As discussed several times before with your organization I will not be renewing with you after the way I was treated when asking for a refund for the covid season that did not happen. Kyle Waymon was incredibly rude and ruined my previous love I had for this team. Please remove my card from file and cancel my season tickets. Nick

July 7th, 2021:

The client retention manager reached out to confirm his desire to cancel his seats.

July 16th, 2021:

A final confirmation was received that his seats had been canceled and that his card was removed from their file.


Over the course of 7 years Nick Bradley had been a loyal supporter of the St. Louis Blues and was expecting to continue his support for the foreseeable future. 

Unfortunately, the disrespect and aggression that he received from Kyle Waymon, the sales manager of the organization he was loyal to, changed all of that.

This isn’t the first or only time the Blues customer support has flopped:

On opening night, I was bringing a bus of 33 Predators fans to the arena. Our tickets were $50 a pop. I had paid the Blues a total of $200 already and the remainder of my balance was $1,460. On September 8, I paid the $1,460, but was charged $1,760 by the Blues. I was told that my refund would take 5-8 business days (which first of all, is ridiculous). 5-8 business days passed, no refund. So I contacted my ticket rep, Mark. He told would processed immediately. Another week or so passed… no refund. This time, I started moving up the chain, to the managers, directors and eventually VPs. I never received a response to e-mail or a phone call from any of them. Nor did I receive my $300. After the game occurred (because I was afraid they would void my tickets if I tried this beforehand), I requested a chargeback with my bank. However, I needed an invoice to prove that I had been overcharged. The Blues refused to respond to my requests for an invoice and the chargeback was denied. So here we are...a month and a half later. No returned calls, no returned e-mails, and the Blues have $300 of my money. Let's also point out that in the past l months, I've given the organization almost $5,000 by bringing fans in to put in the seats. Yeah, they don't need my business, but I don't need theirs either. Easily one of the worst customer service experiences I've ever had. If you are considering bringing a group of fans in for a night of hockey... save yourself the trouble and don't.

Not only has their customer service fallen short in the past, but they’re currently the focus of a lawsuit filed by longtime superfan Aaron Stock for selling him over $30,000 of alleged mislabeled and fraudulent merchandise. The lawsuit follows yet another disappointing customer support experience during which Stock was repeatedly ignored and dismissed:

“The Blues told him they’d investigate, and Stock hoped they’d fix the problem. But more than two years later, he said he’s still waiting.”

“…no one from the Blues offered to reimburse Stock or follow through on a suggestion to get player autographs on the items, the [law]suit says.”

Have you had a similar experience with the customer support team or sales management of the St. Louis Blues? We’d love to hear from you – click here to contact us.

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St. Louis Blues Sales Manager Insults Long-Time Customer, Loses Fan

by stlnews
October 19, 2022
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Nick Bradley, a longtime fan and supporter of the St. Louis Blues, has been a season ticket...

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