An anonymous St Louis Blues fan has recently spoken out about the shocking mistreatment he received from the team’s customer support and sales management.
After the 2020-2021 season had been put on hold due to the COVID-19 pandemic, the fan decided to reach out and request a simple refund for the season that never happened. He states that he made his intentions clear – that he would resume payments once the new season was confirmed.
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On March 22, 2021, the fan reached out via email to his designated customer support representative but after several weeks with no response he contacted two separate customer service emails assigned to the St Louis Blues customer service system – neither responded.
He then decided to reach out again by phone to receive a more timely response:
“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.”
Unfortunately, this is where things went even more badly for the fan. He was connected with St Louis Blues sales manager Kyle Waymon and explained his request and the reasoning behind it.
At this point Waymon, according to the fan, began to speak in a condescending manner and allude to “financial troubles”. He also made false statements, threatening that the fan’s reserved seats would be forfeited if he were to go through with his refund request.
This statement was later refuted by the team’s client retention manager, who got in touch with the fan a few days later.
Shocked by the aggression and overall unprofessional behavior displayed by Waymon, the fan then reached out directly to the team’s upper management with a detailed summary of the events, along with a timeline of his initial attempts at contact and the weeks he spent waiting to hear back from anyone.
Eventually, a client retention manager reached out and apologized for the situation at hand, and worked to resolve the issue. Unfortunately, the damage had already been done and the fan stated his intention to cut ties with the team and rescind his future support.
A refund was finally issued, but three months later he received a confirmation email stating that his card would be charge for the new season. After reaching out yet again to remove his card from file and cancel his seats, the matter was finally resolved.
It took this fan weeks to receive his first response to what should’ve been a simple, straightforward refund request. When he was finally able to interact with a support agent, things took a turn for the worse.
This isn’t the first time St Louis Blues customer support has fallen short of even the bare minimum expected of a multi-million dollar franchise. While researching this article we discovered other disgruntled fans complaining about the unprofessional behavior of the Blues customer support team.
Ignored emails and unreturned phone calls are just the beginning – long time super fan Aaron Stock recently filed a lawsuit against the team for selling him over $30,000 worth of alleged fraudulent and mislabeled merchandise and memorabilia.
The lawsuit was filed after Stock’s attempts to reach out and rectify the situation were ignored over the course of several years.
In the midst of the COVID-19 pandemic, so many companies have taken their customer support experience to higher levels in order to maintain their customer base and ensure the loyalty of their fans and users. Unfortunately, the St Louis Blues seem to have missed the memo.
The St Louis Blues are a team with loyal, dedicated fans – but we can only wonder at how long many of these fans will stick around after seeing so many long-time supporters being ignored, insulted, and otherwise mistreated by the team they spend so much time, energy, and money supporting. With so much at stake, it’s only a matter of time before more stories like this fan’s come to light.
