'I spent over £1,000 at Co-op Live gig and was left in tears'

Jane Bryant and her daughter Arwen at the Melanie Martinez concert at Co-op Live
-Credit: (Image: Supplied)


It was meant to be the gig of a lifetime for Jade Bryant and her 16-year-old-daughter Arwen, but on Saturday the mum was left ‘in tears’ as she wasn't able to access the VIP lounge and merchandise she shelled out thousands of pounds for.

On Saturday night (September 21), American artist Melanie Martinez took to the stage at Co-op Live, but for the family from Bromley in Greater London, the show was one hiccup after another.

Jade, her daughter and partner Aidan had travelled over 240 miles to see the singer-songwriter known for immersive storytelling and smash-hit debut album ‘Cry Baby’. They forked out £375 each on Trilogy Lounge tickets and £40 each on the ‘Backstage Club’ - plus costs for travel and accommodation.

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But after arriving at the venue on Saturday morning, Jade claims there was confusion over which queue they needed to join. Leaving their Airbnb on Saturday morning, Jade and Arwen were dropped off at Co-op Live around 9.40pm where a queue of people had already begun forming around Gate C, with doors set to open later that day.

In total, Jade and her family spent £111 on an Airbnb for two nights, around £100 on petrol, £16 on food and drink at the venue, and £854.50 on the ticket package. The lounge passes came to £777.50 while the backstage passes were £79
In total, Jade and her family spent £111 on an Airbnb for two nights, around £100 on petrol, £16 on food and drink at the venue, and £854.50 on the ticket package. The lounge passes came to £777.50 while the backstage passes were £79 -Credit:Supplied

“We joined the queue for Gate C because my Ticketmaster app said Gate C VIP Lounge experience, however my email confirmation from Warner Music Group said G, so I was a bit confused about which one we should join," she claims.

“I asked a woman working there and she told us to stay there. Later on a different supervisor in orange came to check tickets to make sure we were in the right line so I explained that on top of the lounge tickets we purchased the backstage one but we didn’t want to get mixed up in general admission.

“He said we had to go to a different gate but I said I didn’t want to get mixed up with general admission - it was very confusing. He then said he didn’t understand the different packages so I asked where I needed to be to get access to the floor first and he said stay put.

“The same man came up to the line at multiple points throughout the day with water for us and said we would be through at 2:30pm but people were getting confused as their emails said 4pm. Then the woman reappeared and said we were in the wrong queue but that we couldn’t leave that queue and couldn't join the G queue as they had already gone in.

Jade Bryant in the queue for Melanie Martinez at Co-op Live
Jade Bryant in the queue for Melanie Martinez at Co-op Live -Credit:Supplied

“We didn’t know whether to just risk it and try and get to Gate G to get to the lounge. But we were so far in the Gate C queue that we stayed there and went through security that way.”

Jade claims they did not get into the venue until 6pm, by which point they couldn’t get to the lounge and pick up their VIP merchandise. Before heading in, Jade then spent hundreds of pounds getting merchandise for her daughter to replace the items they couldn’t get.

Once finally in the bowl, Jade says they stood by the barrier, but due to the stage set-up it meant that their view was obstructed for about half of the songs meaning they didn’t get to see the artist fully.

“We couldn’t really see her for some of the songs - I’d say about half - and we were off to the side of the stage where the drummer was, I could see all the setup equipment but not her as much. What she does with her albums, they’re all linked like a story and there’s one bit where she gets shot by cupid and she’s laying on the stage floor and we couldn’t see that.

Jade's daughter Arwen has been a huge fan of Melanie Martinez for several years
Jade's daughter Arwen has been a huge fan of Melanie Martinez for several years -Credit:Supplied

In total, Jade and her family spent £111 on an Airbnb for two nights, around £100 on petrol, £16 on food and drink at the venue, and £854.50 on the ticket package. The lounge passes came to £777.50 while the backstage passes were £79.

“Some people had made friends online before the show so they had their numbers and could update each other on where they were, but we didn’t know anyone and the staff weren’t sure where to send us.

“I think because of the stress of it I just started crying constantly. It’s the last time she’s going to be performing these songs and I really wanted my daughter to see it.

“This artist means so much to her and she had been so excited to see her. It broke my heart, they just don’t care.

“I explained my concern to staff and I obviously just wanted to be in the correct queue. We chose Manchester because for last year’s Portals tour we went to Wembley and had a really bad experience.

Jade's daughter Arwen has been a huge fan of Melanie Martinez for several years
Jade's daughter Arwen has been a huge fan of Melanie Martinez for several years -Credit:Supplied

“There were several tiers and we got on before people who should have been ahead of us. We went with Manchester in the hope that it would be better, but now I wish I’d bought tickets for Birmingham where we saw Kings of Leon and there were no issues.

"It made me stick to my stomach what happened. We were really excited so for this to happen is just really sad, after paying all that money. There were a lot of tears, I feel silly but for that price you do expect more.

“My partner has asked for a full refund but I don’t want to take the mick, I just feel like the money I paid did not reflect the experience so I would like the difference refunded maybe from general admission and the lounge experience.”

Jade and her partner Aidan have contacted the venue and ticketing agents. They received an initial response from all but are waiting for further information.

Co-op Live, Ticketmaster and Warner Music Group have all been contacted for comment.

Ticketmaster has reviewed the order and said the entrance listed on the Backstage Club Access is G and not C. We have approached them for further comment on the Trilogy Lounge tickets and corresponding gate.

Warner Music Group, who Jade received the email VIP Lounge Ticket order confirmation through, also responded to her to say investigations were 'still ongoing', but that merchandise will be shipped out when the UK leg of the tour concludes.