Luton Outlaws - Independent Message Board for Luton Town FC

I'd hazard a guess that your business involves relatively few clients that make up individually large portions of your revenue and would walk away if they are given consistently poor customer service.

A football club is entirely different. The customers are fans and are not likely to take away their business in any but the most extreme circumstances. The revenue earned from LTFC+ is also inconsequential.

Not saying that the club won't want good customer service, just that it's not as important as for most other businesses. And there's plenty of big businesses with shit customer service.

There's probably a simple explanation anyway - unmonitored email, overwhelmed by LTFC+ issues, marked the email as read but forgot to deal with it. Who knows? All could be done better, but so could lots of things in all sorts of businesses.