An open letter to Middlesbrough Football Club Official Direct Store

After visiting the Middlesbrough Football Club site and MFC Official Direct shop (http://www.mfcofficialdirect.co.uk) today, I was left embarrassed as a Boro fan at the state of both web sites. Below are open letters which I hope representatives of both will see and respond to.

Dear MFC Official Direct

When seeing an advert for the 30% off sale and Boro replica kits for only £15 I was very happy and ran straight over to the store to get myself a replica home kit.

However the experience I had left me shocked, disappointed and embarrassed. Now let me say that I am a Boro fan and a front end developer (so I can understand when things aren’t perfect), but still feel the need to expose the pitfalls of this site in public.

My first issue was when I tried to update my delivery address, having moved jobs and so I couldn’t have the parcel delivered to my old place of work. However it appears I am not allowed to move companies, the company name could not be edited. ANYWHERE. Not on that form, not on my account page, not on mange addresses through my account page, nowhere. The company isn’t even called Gyro International anymore!

Following that annoyance, I thought “Fine, I’ll just add a new address. But then I couldn’t add a company name to go with that, and being in a shared building with many other companies and nowhere to add a company name and few form fields for address I thought I would have it delivered home.

Delivery details on MFC Official Direct Store

I thought that would be fine, but alas no. Following selection of delivery type in step 2 I was thrown to the confirm order page. Step 4. Hold on. That’s missed step 3, and I haven’t entered my payment details yet? But I’m on the last step? Oh well. I guess this really is a good shop! That was confirmed by a nice page telling my my order has been successfully placed! Excellent, I don’t have to pay it seems. Maybe now Mido is back he is funding a shirt giveaway to try and make someone love him!

Alas no, after a second or two I was delivered and Sage Pay (formerly Protx) payment page. Now this possibly isn’t MFC Official Direct’s fault, however it is still part of a flawed process. And anyone that spends £12.7m on Alfonso Alves must have some cash somewhere to invest in a seamless checkout process. Or at least one that allows the checkout page to be on brand, not hideous and at least not be included as step 5 of 4.

The hideous Sage Pay checkout screen.

So after all that and finally getting my payment details in, I notice that Sage Pay have thankfully printed my delivery address so I know its right:

Flat E
London

(They printed my postcode too, but that’s private!)

Now I know the postcode will probably mean that as a delivery address might just make it, and maybe the full address has been stored, but why print only part of the address. Thinking about it, there are quite a few flats in my area so Flat E, Putney might not make it. My address is a required 2 lines before the town and postcode so why not just show me the details so I don’t think you’ve lost half my address along the way. Same goes for invoice address. Just show it all or people (including myself) might not be confident you have managed to pass the correct delivery information and that we may never see our goods, many of which are quite expensive on the MFC Official Direct store.

Anyway, after this traumatic experience it’ll be a while before I use the MFC Official Direct store again, however I also have some gripes with the Middlesbrough Football Club website itself, so this probably isn’t the last you’ll hear from me. Thankfully however, at least the agency that built the site are linked to in the footer, so it can act as a reminder to never, ever recommend Black Magic Digital of Glasgow as a digital agency. They apparently missed out on the user experience chapter of every book they ever picked up.

Yours,

Matt Bee

Boro Fan and Front End Developer

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