I am a long-time supporter of Manchester United and currently a Silver Season Ticket Holder for 25/26, as well as a Full Member. Previously, I have also been a Premium Member.While I appreciate that the club has been working on budgets and cost efficiencies, I hope leadership will view this review as an opportunity to improve the customer experience. Unfortunately, my recent interaction with the customer service team regarding a membership discount was extremely disappointing.On August 12, 2025, I received an email announcing the new 25/26 third kit. The email stated that Season Ticket Holders would automatically receive a 10% discount online at the United Store. On August 13, I logged in to the store using my registered membership email (the same email I use for both membership and season ticket records) and purchased a customised authentic third kit (long-sleeved) and a hoodie, totaling £200. At checkout, however, the discount was not applied.I immediately submitted an online form reporting the issue. On August 14, I received a reply stating that I needed to log in with my membership email (which I had done) and that if I had only recently purchased my membership, I might need to wait 24 hours before the discount applied. Since my membership was renewed in March 2025, this clearly did not apply. I responded the same day with detailed explanations and screenshots confirming my membership details. From that point on, I received no further response.On August 19, I called the Membership and Ticketing hotline. After a long wait, I was advised to contact the United Megastore directly, though I was told they might not be able to help either. I also submitted a second online form, but the reply I received seemed generic and simply directed me back to the ticketing and membership services team. In short, responsibility was passed between teams without resolution.To be clear, this is not about the £20 discount. As a supporter, I happily spend far more than that following the club to matches and finals across Europe. (As a matter of fact, I attend all home games and club finals whenever I could in recent years and I spent over 100 times of £20 for a single trip to Bilbao for the last Europa final). What matters to me is how members and loyal fans are treated. Being ignored after providing clear information, and being passed between teams without accountability, was a frustrating experience that (I hope) does not reflect the values of a club like Manchester United.I sincerely hope this feedback is taken constructively. Supporters want to feel valued, and I believe improvements in customer service would go a long way toward strengthening the bond between the club and its fans.This is my honest feedback as a dedicated supporter who only wishes the best for Manchester United.
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The United Store is the official online shop for Manchester United Football Club. It offers a wide range of club merchandise, including kits, apparel, accessories, and gifts for fans of all ages.
