I am writing to express my frustration and dissatisfaction at the Customer Service I ex...
GetHuman-rhirschl's customer service issue with New York Giants from December 2018
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The issue in GetHuman-rhirschl's own words
I am writing to express my frustration and dissatisfaction at the Customer Service I experienced at MetLife Stadium this past Sunday, December * at the NY Giants*Chicago Bears Game.**At the beginning of the second period, three from our group went to purchase beverages from one of the vendors on the concourse. We purchased four beers and a hot chocolate. When prompted by the vendor, I attempted to enter my credit card into the machine. The transaction was declined, so I was asked to re-enter my card into the machine. This happened a third time and I was asked to use a different card, which I did, and on the fifth try, the transaction was approved.**During this time, I checked the credit card app on my smart phone and saw that the initial transactions were not declined but pending, which meant that I had been charged * times for one transaction. When I brought this up to the vendor, I was met with irritation from them. Finally, after ** minutes of trying to remedy this situation with the vendor, I was brought to a guest relations desk. This is where the customer service experience truly failed. After waiting for * minutes to speak with someone (even though there were other staff there not engaging with other customers), I was finally allowed to explain the situation. Once the explanation was complete I realized that I was being met with anger and annoyance on their end. After another ** minutes of the staff talking amongst themselves and not to me or my party, I asked if there was a remedy to the situation. I stated that we would like to go back into the game as we were missing most of the second quarter. I was told that they did not know how to fix the situation. I once again asked how we can fix this. With a brand new modern facility such as Metlife Stadium, I was sure this was not the first time this had happened. When I expressed my frustration and desire to return to the game I was threatened that if I did not stop I would be asked to leave the stadium.**Another ** minutes passed and I was referred to vendor services. I had to share the story again and again, I was told that there is nothing that can be done. It was my problem and not theirs. I again explained that with a new stadium and the NY Giants management behind them, there was surely a fix to the situation. Once again I was told that there is nothing that could be done to help me. I finally had to take the time to call each of my credit cards to dispute the charges. By the time I was done with that, me and my party had missed the entire second period.**As a family member of a season ticket holder I have been to many games and am a life long NY Giants fan, but never have I been treated so poorly in my life. Between the poor customer service, being told that although the vendor system malfunctioned I, as the customer, could not be helped, and being threatened to be escorted out of the stadium is all extremely disappointing. Add to this the fact that members of our party traveled long distances and incurred significant travel expenses (one from Los Angeles and the other from Quebec, Canada) and had spent $****ticket I should have been treated better.**I am hopeful that you or someone from your team will respond top me and help remedy this situation and restore some of the bad taste I now have for this franchise.**Sincerely,*Russell Hirschler**** River Road*Lyme, NH *****
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