Ladbrokes offering poor customer service ?

Morgans

Bluetonic wrote: »

Even though you worked in a shop 10 years ago I'm sure you can appreciate the sher amount of events which can now be gambled on which change daily? Thats without factoring in the scrawl the poor tellers have to put up with when taking bets. Then there is inconsiderate people who dilly dally around prior to a race before running up just at the off. There is a good percentage of gamblers who don't bother with the time of the race on the docket.

What your proposing is lovely but your not being a realist in my opinion.

Yes. I do understand that. It sure it could be solved by a system change (no bets 30 seconds before the off, maybe that warning is in place already, they wouldnt be my thing) but the best way would be for people to vote with their feet and go to bookies where they are a bit more reasonable, and more willing to work on a level playing field, rather one that is tipped in the bookies favour. Im not sure that many who are betting on the virtual racing care that much.

It doesnt really get to the real nub of the issue - whether ladbrokes or any other bookie writes off the void bets. Or whether ladbrokes are worse than other bookies at doing so. If so, its smells like sharp practice.

NavyandBlue

Morgans wrote: »

Yes. I do understand that. It sure it could be solved by a system change (no bets 30 seconds before the off, maybe that warning is in place already, they wouldnt be my thing) but the best way would be for people to vote with their feet and go to bookies where they are a bit more reasonable, and more willing to work on a level playing field, rather one that is tipped in the bookies favour. Im not sure that many who are betting on the virtual racing care that much.

It doesnt really get to the real nub of the issue - whether ladbrokes or any other bookie writes off the void bets. Or whether ladbrokes are worse than other bookies at doing so. If so, its smells like sharp practice.

In answer to an earlier question, uncollected winning bets will exist on the shop system for 3 months or so after the event is over, although uncollected winning antepost bets may hang around for a while longer.

I believe that all bookies will make losers out of any uncollected voided late bets the day after the bet was placed. As Ladbrokes have far more virtual racing than any other bookie, I presume they would be the worst at doing so.

Juwwi

If Im near a ladbrokes in the next day or 2 I will delibarately
put a bet on a few seconds after the off on a virtual bet.
just a 3 euros bet for the experiment
and hope the bet loses.

then I will wait 10 minutes and then politely ask the casier to check if I was late
or did the bet go trough ok.

Im pretty sure I will be told that it went through ok and its a loser.

Bluetonic

robbie1977 wrote: »

If Im near a ladbrokes in the next day or 2 I will delibarately
put a bet on a few seconds after the off on a virtual bet.
just a 3 euros bet for the experiment
and hope the bet loses.

then I will wait 10 minutes and then politely ask the casier to check if I was late
or did the bet go trough ok.

Im pretty sure I will be told that it went through ok and its a loser.

Back every horse in the race on the one docket for a euro stake a few seconds after the off and then present the docket and see what you get paid out on, the correct winnings, the correct void bet, or whichever is lowest

heavyballs

Howjoe1 wrote: »

I'm not one for backing on Virtual Racing as a rule, but given the bad weather and the lack of options, I backed on a view recently. On two occassions in Ladbrokes I had a bad experience.

1. I placed €5 ew on a runner that finished second. I got to the counter before the count down for the off to place bet. The cashier was a trainee. She processed the bet slowly and I sat down to watch the cartoon race and saw my horse finish 2nd. When I went to collect I was told it could not be paid out since it was 2 seconds late ! Any late timing was on the part of the trainee cahier processing it:mad:

2. Yesterday I placed €5 ew on one virtual race in another Ladbroke shop.
My docket fell to the ground at the counter and I quickly picked it up and asked the girl was I still ok to place the bet since off time was very close. She replied "yeah". She processed it and I again enquired that it was on ok, again I got "yeah". I asked because I was wary given previous experience.

The horse finished second and would return me a small profit of €4 on my €10 ew bet. But when I go to collect I am told that it was 7 seconds late and could not be paid out but voided and stake only returned:mad: I explained that I asked her twice was it ok for timing and she just responed, "i didn't hear you say that".

Now I know it was only €4 , but I did go out of my way to check that it was ok. What's most annoying is, had it come nowhere they had my €20 for a bet I was never going to get paid out on.

Surely their system should should stop them taking the bet in the first place if they have no intention of honouring it?

On a seperate note. I have twiced recently won in Ladbrokes. Winnings less than €1k and I've had to go back 2 or 3 times before they had the cash to payout, i.e. waiting over a day. Seems bad for such a big company.

I'm I unique in finding Ladbrokes poor when it comes to customer service in Ireland ?

ladbrokes are defo one of the worst but for this to happen to you twice i'd say you're a bit slow getting to the till,once is forgivable but with the lack of real racing i think you're partly at fault

Howjoe1

heavyballs wrote: »

ladbrokes are defo one of the worst but for this to happen to you twice i'd say you're a bit slow getting to the till,once is forgivable but with the lack of real racing i think you're partly at fault

NO mate. The first time I was on time for defo. the cashier was a trainee..not my problem if she took about a minute to process it

Second time (months later) I knew I was close to off and asked the cahier twice to specifically confirm that it was on in time given previous experience and was verbally told it was on time.

You haven't read the post correctly.

Howjoe1

robbie1977 wrote: »

If Im near a ladbrokes in the next day or 2 I will delibarately
put a bet on a few seconds after the off on a virtual bet.
just a 3 euros bet for the experiment
and hope the bet loses.

then I will wait 10 minutes and then politely ask the casier to check if I was late
or did the bet go trough ok.

Im pretty sure I will be told that it went through ok and its a loser.

Robbie,

look forward to reading how you get on.

Howjoe1

Healio wrote: »

I take it you have neither worked in a betting shop, nor understood my post.

When the staff go to put it into their system, that is when it tells them it is late. It will NOT tell the staff when you are at the counter. The onus is on you to not be in a position where your bet might be placed late.

Yes in fact. Where say 49s and Virtual racing is concerned our system would signal the bet late when translated. Good cahiers take care to process such bets instantly and make customers aware if they are late immediately instead of sitting there letting the customer believe the bet is valid.

Also..most shops will allow a 20 second leeway on real racing

Princess Zelda

Depends on the race tbh. A 7 furlong would not really get any leeway as opposed to a 2 mile race. The problem is the discretion that the manager / deputy manager in each parcticular shop gives, as stated by a previous poster. Obviously the more established manager would show discretion rather than the newly appointed one

Healio

Howjoe1 wrote: »

Yes in fact. Where say 49s and Virtual racing is concerned our system

So you do infact/have worked in a betting shop? Then you should know better. And shouldnt have left without being paid.

Howjoe1 wrote:

would signal the bet late when translated.

Point I have been making throughout the thread.

Howjoe1 wrote:

Good cahiers take care to process such bets instantly and make customers aware if they are late immediately instead of sitting there letting the customer believe the bet is valid.

Some shops are just not quiet enough for this to happen, its a reality I have first hand experience of.

Howjoe1

Healio wrote: »

So you do infact/have worked in a betting shop? Then you should know better. And shouldnt have left without being paid.



Point I have been making throughout the thread.



Some shops are just not quiet enough for this to happen, its a reality I have first hand experience of.

Healio,

All Ladbroke instances I refer to were when the shops were more or less empty and the cashiers NOT under any pressure.

So excuses not acceptable.

How I have dealt with this is to take my personal betting elsewhere. So it will cost them more in the long run.

Note, I am a punter who goes out of his way to time and write his dockets clearly and correctly on time. If I see a price shorten before I get to the counter, I will amend my docket. If I see a race clearly go off before I reach the counter I won't proceed to try and place the bet ( the 4 mile race I mentioned was en exception given the circumstances, i.e the uncertainity of the start time due to delay for ambulance)

Maybe you work for Ladbrokes?

However, from reading I think it is generally agreed that Ladbrokes offer shocking customer service in Ireland.

Healio

Howjoe1 wrote: »

All Ladbroke instances I refer to were when the shops were more or less empty and the cashiers NOT under any pressure.

So excuses not acceptable.

I wasn't there so I cant comment on this, so will concede this point.

Howjoe1 wrote:

How I have dealt with this is to take my personal betting elsewhere. So it will cost them more in the long run.

It is our choice as consumers to go where we please! I will though say Fair play to you for taking this step, as the majority of people in this country will will "F" and blind all and sundry, and still go back in the next day.

Howjoe1 wrote:

Note, I am a punter who goes out of his way to time and write his dockets clearly and correctly on time.

Again I cant dispute this with you.

Howjoe1 wrote:

If I see a price shorten before I get to the counter, I will amend my docket.

If you really do, then fair play; but we all chance our arm in this circumstance :P !!

Howjoe1 wrote:

If I see a race clearly go off before I reach the counter I won't proceed to try and place the bet ( the 4 mile race I mentioned was en exception given the circumstances, i.e the uncertainity of the start time due to delay for ambulance)

And also except for the 2 virtuals!!

Howjoe1 wrote:

Maybe you work for Ladbrokes?

I have industry experience, although not for that shower. Mind you it is irrelevant to this conversation, as the scenario is as likely to happen in Powers/Boyles/Celtic/Bambury/Mulhollands.

Howjoe1 wrote:

However, from reading I think it is generally agreed that Ladbrokes offer shocking customer service in Ireland.

Haven't had any dealings with there customer service, but i'll agree that more often than not they dont come out looking good.

Howjoe1

Healio,

so we more or less or agree.

Just one point to clarify, both virtual bets were in the hands of the cashier before the off.

torres23

Howjoe1 wrote: »

I'm not one for backing on Virtual Racing as a rule, but given the bad weather and the lack of options, I backed on a view recently. On two occassions in Ladbrokes I had a bad experience.

1. I placed €5 ew on a runner that finished second. I got to the counter before the count down for the off to place bet. The cashier was a trainee. She processed the bet slowly and I sat down to watch the cartoon race and saw my horse finish 2nd. When I went to collect I was told it could not be paid out since it was 2 seconds late ! Any late timing was on the part of the trainee cahier processing it:mad:

2. Yesterday I placed €5 ew on one virtual race in another Ladbroke shop.
My docket fell to the ground at the counter and I quickly picked it up and asked the girl was I still ok to place the bet since off time was very close. She replied "yeah". She processed it and I again enquired that it was on ok, again I got "yeah". I asked because I was wary given previous experience.

The horse finished second and would return me a small profit of €4 on my €10 ew bet. But when I go to collect I am told that it was 7 seconds late and could not be paid out but voided and stake only returned:mad: I explained that I asked her twice was it ok for timing and she just responed, "i didn't hear you say that".

Now I know it was only €4 , but I did go out of my way to check that it was ok. What's most annoying is, had it come nowhere they had my €20 for a bet I was never going to get paid out on.

Surely their system should should stop them taking the bet in the first place if they have no intention of honouring it?

On a seperate note. I have twiced recently won in Ladbrokes. Winnings less than €1k and I've had to go back 2 or 3 times before they had the cash to payout, i.e. waiting over a day. Seems bad for such a big company.

I'm I unique in finding Ladbrokes poor when it comes to customer service in Ireland ?

i put a €2 ew on a 25/1 horse in the virtual races and it won. wen i went up to collect they said i placed the bet too late. by 8 seconds are they serious. like if d race had started for 8 seconds it be nearly over.
it is a bloody joke. and their customer care team are a bunch of tools.

In_tuition

torres23 wrote: »

i put a €2 ew on a 25/1 horse in the virtual races and it won. wen i went up to collect they said i placed the bet too late. by 8 seconds are they serious. like if d race had started for 8 seconds it be nearly over.
it is a bloody joke. and their customer care team are a bunch of tools.

What's the time on your docket?

Call up Ladbrokes and ask them what time the race went off at and you will know.

Virtual bets cannot be accepted after the off.

sting60

I recently had 50e at 5/1 on a 3 mile chase they had trotted 20yds.The horse won i was returned my 50e stake and was told i was 8 seconds late and so had a no bet.The people behind me in the que who backed a loser in the race asked for their stake to be returned as they also had a no bet EVERYBODY was refused.Ladbrokes are totally breaking the law by consealment as people are not aware of this underhand rule and they refuse to advertise this in their shops.This is a lose lose situation for punters when a shop is busy.EVERYBODY SHOULD NOT BET WITH THIS SCUM.

Get the bet on before the off, it's not that hard a thing to do.

Morgans

of course, but I'm struggling to see how voiding winning bets after the off time, (or whatever cut off is in place) and not voiding losing bets isn't fraud. Can someone educate me?

Princess Zelda

There is no legislation that regulates how the bookmakers operate as such. It is what is known as 'a gentleman's agreement' and all bookmakers ought to have have a list of regulations/rules in place for that particular shop (or chain shop as the case may be). The computer voids the bets automatically on the off on the virtual racing and in my opinion all bets taken after this should be voided and given back to the customer (win or lose). Of course this opinion might vary depending on the store manager/deputy manager and local policies in place.

Also, if people are having issues with a particular shop, it may be advised to check the local papers to see when a license is up for review and put forward objections.

Zuko123

Every bookies should have a list of rules up on the wall,all late bets are voided win or lose.What happens is that when someone loses they obviously throw away the docket,when they win they come to collect are are then told the late/void rule.
Basically just make sure you get the bet on well in time to be sure,but if you are cutting it close and you lose go up and ask to check the off times,if you are late they HAVE to refund your stake even if it is a loser.
The problem is that different bookies have different rules,ie you can bet up to 30secs in to a 3 miler in some but only up to 20 secs in others.

Anyway it is better to get a bet on as early as possible and just hope the price drifts,that is how you take advantage of the better price rule,i could never understand why some punters wait till the last second to run up to the counter.

I personally hate betting in ladbrokes as there are so many bloody lucksin downs and trapton park races on at least every 2 minutes that the counter is always clogged up.

so definetly the next time you have a loser and think it is late then demand your stake back,if they dont give it then ring cs,if that fails contact IBAS

Healio

Morgans wrote: »

of course, but I'm struggling to see how voiding winning bets after the off time, (or whatever cut off is in place) and not voiding losing bets isn't fraud. Can someone educate me?

Its not as black and white as that, but i will agree that to an extent it is fraud.

It might be this thread, i stated before, it all comes down to staff training. What happens is the staff get little or no training in customer management, before going behind the counter, They can tell you how many lines in an ew super-heinz fine though. Effectively you learn on the job.

The odd late bet will slip through now and again; new staff will be targeted by Johnny Chancer. Cant blame new/junior staff here, they will know better in time, its the more experienced staff that usually either dont know any better or couldnt give a ****. Then what happens is their superiors will get in touch and ask why late bets are being placed. At this point logic goes out the window, and 5 seconds in 7f is the same as 5 seconds in a 3m hunters chase. Proper shop managers will spot (99%) of the time situations where late bets are possible, and will either let u know without taking them or, take them and tell superiors they made a managerial decision at the time. Unfortunately both now a rare occurrence.

jkmanc1974

Slightly different issue, was on to them over a week ago looking for a price for the Irish Dog Derby(which they are sponsoring), 3 mails/4 calls and still no price quoted, madness.....even PP/Boyles responded within 24 hours

Brgds
Johnny

UnitedIrishman

torres23 wrote: »

i put a €2 ew on a 25/1 horse in the virtual races and it won. wen i went up to collect they said i placed the bet too late. by 8 seconds are they serious. like if d race had started for 8 seconds it be nearly over.
it is a bloody joke. and their customer care team are a bunch of tools.

You do realise its not the staffs fault for having to return the stake. The system is designed so as to not take any bets after the off no matter if it's 1 second or 30 seconds. By right it should be the same for real racing but instead there's generally a 20 seconds allowance depending on the length of race and why can't you get up to the counter in time? It' not that hard. You have a minute and a half at least to pick at Lucksin Downs so you should be well able to do so.

wingsof daun

Power's bookmakers let you bet away for a few furlongs into a chase race, until some "no more bets" sign appears. Much better system. Tried to have a an e.w. bet with Ladbrokes and was offered a miserly 20e.w. on the horse. But they will let you on for 200e.w. at a bigger price if they think the horse is unlikely to be placed...

Howjoe1

I see Powers & Boyles have come up trumps again by refunding all bets on all markets in relation to Tiger Woods and his sulky withdrawal after 9 holes with an "injury".

No doubt Ladbrokes have not followed suit, but I don't know for sure because I stopped using them.

UrbanSea

What happened Woods? Was he playing brutal?

okidoki987

Anybody who bets with Ladbrokes apart from the following reasons
(1) they can't get a bet on anywhere else or it isn't convenient to go elsewhere
or
they've quoted a wrong price, wants their heads tested.
There is no chance of them ever giving a refund like the other 2 did.
If they could, they would go back to the UK and not bother with the Irish Retail market, it's costing them a fortune where they have to compete with Boyles and PP.
In the UK none of the "Big 3" have any special Retail offers, they don't have to.
Doesn't say a lot for the UK punter though.

ceadaoin.

okidoki987 wrote: »

There is no chance of them ever giving a refund like the other 2 did.
If they could, they would go back to the UK and not bother with the Irish Retail market, it's costing them a fortune where they have to compete with Boyles and PP

They increased their profits in Irish retail last year by 24% to £10.9 million. It's only a small percentage of their overall profit but it's still decent. They don't compete with Boyles or PP with regards money back specials etc because they don't need to.

Cartel Mike

Have to agree with everything said here.
I only go to them if the others are closed or i'm stuck for time.
They insist on writing the odds (non horse) on the actual slips but they often cant find them and blame the computer.
Majority of staff in my experience are female and know nothing about sport. One staff actually asked me once was Nadal a golfer.

Non competitive footie odds that end up shorter than the listed price on coupons too many times. Awful markets.

Least likely to take large stakes as well.
Paranoid firm, they suck .

Derek!

One day I went into Ladbrokes to do a First goalscorer bet and was told the player in question wasnt on the computer so "must not be in the squad".
I went to Paddy Power after that and the player who "must not be in the squad" started the match and scored first, what a joke!