Review Time
ROBERTDon't expect to be refunded postage costs for returned faulty goods. Online purchase made November 28th, Shirt returned as faulty. Direct replacement is not company policy so second shirt ordered then returned with exactly the same fault ( conceivably the exact same shirt). After phone calls and emails with photographic evidence etc., refunds for the cost of each shirt has been received. Reimbursement for postage costs remain outstanding however. It is now 11th. February and my last promise of a return phone call regarding postage costs from the 'Finance Department' was made over a week ago,(I will not hold my breath).My experience dealing with the 'Customer Service Department' is one of frustration after jumping through all of their hoops, at being fobbed off with false promises with the feeling of being ignored and cheated. The amount of money involved here is less than £15 however this non refund experience has disturbingly been repeated with many online customers, just read through the reviews. Of course all the above dealings were through 'Fanatics'/'Kitbag' who presumably are contracted by Manchester City Football Club to run their Online Shop.On 22nd January I wrote to Manchester City Football Club direct about the above concerns. Unfortunately to date not even an acknowledgement to my letter has been received.
Kept getting error messages when I tried to book for tickets online. Gave up in the end but found that they debited by bank account numerous times and they wont give me my money back. They should not be debiting my account if they are not able to issue me with tickets.
I am not a fan but my son is a mad Man City fan. On his Santa letter this year he said he wanted a personalized shirt. I decided to take advantage of thr black Friday deals and ordered him a personalized shirt, socks, shorts and hoodie. This was on the 29th Nov. I was careful to check that everything was in stock as I did not want to risk the delivery being delay due to one item being out of stock. Roll on over 3 weeks later and no sign of the order and no email contact. Phoned customer service....DIASTER. I have never dealt with a "service" that is so non engaged with zero level of common sense and does not give a damn. I was told that they delayed the order as the shorts went out of stock. I asked them to send the other items. Roll on the 6th of Jan...still no order. Phoned again to be told that they cancelled my order on the 23rd of Dec as all the other items went out of stock! I had just been told the previous day that everything else was ready to be shipped!!! Again no email or contact from them to inform me of this. Advice: please try not to order from this store....unless you really don't care if it arrives or not.
Ordered 7-8 Y kit beginning of December. Received today 17:30. Wrong item received (11-12 Y). Called customer services who advised they will not do anything to help until I return the item. I advised there would not be time to return and have it redelivered before Xmas (it's an Xmas present) but I would accept having correct size delivered and requested them to organise a collection of the incorrect item. This was refused and I was told to go to club shop (4.5 hours away) to exchange. Requested they speak to the club shop tomorrow to find a solution. Refused. Requested a refund. Refused. Although they did refund me the £5 delivery fee I paid but then refused to pay the cost of posting the item to return it.The City website has said out of stock all week for 7-8Y so have rang three times prior to today to be told each time that the website just hasn't been updated and not to worry about the order.It seems you decided to send the 11-12Y item, because there isn't any 7-8Y in stock, and just hoped we didn't realise.
Ordered the 125th Anniversary special edition shirt from the website and received an email confirming my order, days passed and after emailing the customer services team twice without reply i decided to ring them. The representative stated that i will not be getting my order as it is out of stock but still took my money! poor service on the website and poor customer service all round, really disappointed as i will probably not be able to get the normal edition with them not informing me my order will not be processed as that is now sold out online. For a club with lots of loyal supporters I would expect better.
Big fan and supporter of the club, who spends alot of money every year at MCFC... However, the customer service department team who deal with online club shop queries etc, all require the sack and people who know what they are doing and have experience of what customer service actually means need appointing. A complete and utter farce and their automated email reply system - which states a response in 24 hrs - is a joke!!! SIX DAYS is more like it. I cannot tell you how disappointed I am with my own club.
I purchased (as a guest) a jersey from the Manchester City on-line store. After a while of not receiving confirmation of my order, I sent an email to their customer service. I received an automated response that my query would be answered within 24 hours. No reply and still no acknowledgement of my order 24 hours later. Again, I submitted an email, same reply. Suspicious of fraud, I contacted my bank. I was surprised to see that a company called Kitbag had charged my account. After a Google search I found numerous complaints regarding Kitbag and that prompted me to reverse the charges, which was successfully done. However, later on the same day, Manchester City have charged my account! And a day later, I received an email that my order has been shipped. I have sent emails to cancel however I receive the same automated response. For an international company I find this level of service extremely poor. Be warned! You will be charged twice! I am still battling to get my money refunded, any advise will be welcomed.
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