Our experience began in November 2012 when we bought very expensive tickets for Maroon 5. Smooth transaction with email confirmation etc, however we were notified in Feb 2013 that the tour had been postponed and the new date was 8 Jan 2014. We decided we would still attend and so would wait for the tickets.
We moved house in June 2013 and so changed the delivery address with Double8 as we know that Special delivery won't be re-directed by Royal Mail like our other mail is. We were told this had been done and that we would be called/emailed when the tickets had been dispatched.
December 30th arrives and still no tickets, emails or phone calls. We call Double8 only to be told they were signed for on Dec 19 at our new address and there is nothing they can do, we need to check with neighbours etc, all they would do is put a claim in with Royal Mail if it transpired it was delivered to an incorrect address! After speaking to a very helpful Royal Mail we were told they were delivered to our old address and they had taken a photo of the door, which when described to us matched our old front door exactly! Double8 may have taken our new address but obviously failed to update any systems.
We managed to retrieve the tickets after 3 hours of emails, phone calls and visits, all in all a very stressful afternoon.
Left to Double8 we would still be blaming Royal Mail, when the fault was clearly not theirs.
The staff were courteous and helpful but to be honest I never thought a change of address could be so complicated or stressful. We were offered £10 back as a goodwill gesture but were told if we could not retrieve the tickets we were basically stuffed as they could not provide replacement ones.
Can't say we would recommend Double8, but maybe without any complications they would give a better service, there was no malicious intent but they really should make sure they check information and email/call when they say they will.
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