Stubhub.com

Thank you for the opportunity to respond to Ms. Galberki’s complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
 
In reviewing this order, I can see it was placed on our international site. My team and I are based in the...

United States, and can only address or resolve issues taking place on the U.S. end of the website. As a result we do not have access to this order or the details therein and would be unable to assist. However, Ms. Galberki is more than welcome to reach out to our International Customer Service Team for help with this issue.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/06/04) */
Thank you for the opportunity to respond to Ms. [redacted]' Revdex.com complaint, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer.
In reviewing our records, the seller of Ms. [redacted]' order reported an issue with the expected delivery date of when they would receive their tickets from the primary ticket issuer. As a result of this information, the expected delivery date was changed and Ms. [redacted] was provided an email notification regarding the new expected delivery date. When Ms. [redacted] contacted our Customer Service Department concerning the shipment status of her order in April, she was advised of updated estimated delivery date based on the information her seller had provided us and was also advised her order was covered by our FanProtect Guarantee which states the tickets she ordered would arrive in time for the event and if this did not occur, we would find Ms. [redacted] comparable or better tickets to the event, or offer a refund. Since the seller of Ms. [redacted]'s order had not fulfilled by the new expected delivery date, Ms. [redacted] contacted StubHub again requesting an update on the delivery status. Unfortunately Ms. [redacted]' seller was nonresponsive and as a result, we took immediate action and located comparable replacement tickets for Ms. [redacted] per our FanProtect Guarantee. The seller of Ms. [redacted] order was also held responsible for the costs we incurred to make this issue right. Unfortunately Ms. [redacted] advised she not satisfied with replacement tickets that were provided. To satisfy this issue, a member of our customer service team offered to provide Ms. [redacted] with a full refund instead of the replacement tickets. While we apologize for any inconvenience Ms. [redacted] incurred on this order, ultimately Ms. [redacted] accepted the replacement tickets that were provided and the event has already passed. If, however, she had originally accepted our alternative refund offer, we would have accommodated that request.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
[redacted]
Executive Customer Care Team

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
 
In reviewing [redacted] sale, he sold two tickets for [redacted] at [redacted] on [redacted] 28. [redacted] contacted us after this sale to say the listing had been deleted prior to the sale. This claim went to our technical team for review, but that evening at the event [redacted] buyer was unable to enter the game with the tickets provided. We had to provide them replacement tickets and [redacted] sale was canceled.
 
After reviewing our internal system, we were able to confirm that a site error did occur on [redacted] listing that prevented it from being deleted successfully and ultimately resulted in a sale. Though this was a site error, we did not process [redacted] payment at that time as the buyer had not been able to use the tickets.
 
On January 4 we provided [redacted] with a credit to his StubHub account for the full amount he would have been paid including waiving the sell fee. At this time [redacted] has a coupon on his StubHub account for $[redacted].
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case[redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] sale, he sold tickets on July 15th and indicated he could upload those tickets in August. The tickets were uploaded and the sale was fulfilled on August 9th. When sellers list and sell tickets on StubHub, they are paid for all tickets they deliver in accordance with timelines and our User Agreement. Payment does not begin processing for sellers until the tickets are delivered to the buyer. Once the tickets were uploaded, [redacted] payment began processing and, as indicated by his initial confirmation email, processed to his PayPal account within 5 business days. [redacted] payment has now successfully processed to his PayPal account as this order has been fulfilled.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
Where to begin? First, you will notice that the aforementioned business is saying that 6/5/2016 (Sunday) is a business day. This is the manner that they handle business. Also, as I mentioned in my original complaint, everything on their confirmation email was followed and the tickets were dropped off in a UPS (their chosen carrier since they sent me the label) drop box. So, I don't think that not only any charges shouldn't have been on my credit card, but also the transaction should've been fulfilled.
I also was told by the representative ([redacted]) with StubHub that the tickets' buyer had 72 hours to return the tickets (event would've been past anyway) and that if the seller wouldn't return them, he would get charged for them and the transaction would've been fulfilled. After a week, the tickets still have not been sent and when I called this TERRIBLE business I was told that they DO NOT guarantee the return of tickets I was never paid for. They, in fact, now expect me to do research on whether my tickets were used by the buyer to proceed forward. I honestly do not understand how they expect me to do ANY more legwork when the screwup is clearly on THEIR carrier's choice and not mine.
I still expect a refund on the face value of the ticket I have lost due to doing business with these people.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/02/11) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement may be found at www.stubhub.com/user_agreement.
In reviewing Mr. [redacted]'s account, he contacted us on February 2, 2016 stating that he did not make the purchase of tickets for the completed order on his account. Our Trust & Safety team was notified did a thorough investigation of the account. Due to our privacy policies, we are not able to provide further details for this particular case other than a full review was made by our Trust & Safety team and action was taken based on the results of the review.
We apologize for the frustrating situation this has caused for Mr. [redacted]. However, Mr. [redacted] was notified by email of the action taken to resolve this issue. If he has any further questions he can reply to that email to speak with our Trust & Safety team.
If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After many phone calls with the company, the issue was resolved to my satisfaction.

Initial Business Response /* (1000, 5, 2015/12/15) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
In reference to Mr. [redacted]'s complaint, he sold 2 tickets to The Avett Brothers on November 28, 2015 and successfully delivered the tickets to his buyer on December 1, 2015 at 7:13PM. His payment of $628.20 started processing the following business day, December 2, 2015. Typically payments issued to PayPal take 5 business days to complete, however due to an issue with our system Mr. [redacted]'s payment has been delayed. Our payments team is working to resolve all delayed payments as quickly as possible. Due to the delay and inconvenience this has caused, we have waived the 10% sell fee on Mr. [redacted]'s order and he will be receiving an additional payment of $69.80 which was originally deducted from his payout.
We sincerely apologize for the delays Mr. [redacted] has experienced, however he will be receiving a full payout of $698.00 for the sale. At this time we will not be able to provide any further compensation for the issue.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, this order was placed May 4th and the tickets were shipped the next day, May 5th. [redacted] received a confirmation email for her order and an email stating the tickets were shipped, which includes a [redacted] tracking number. The tickets were successfully delivered to the address [redacted] provided on May 6th. [redacted] was sent another email reminding to check the tickets as they have been delivered. When [redacted] contacted us on June 13th stating the tickets had not been delivered, we reached out to the seller to receive reprints. As StubHub is a ticket marketplace, we do not own the tickets and cannot reissue tickets ourselves. Instead, the seller of these tickets had to check with the primary to request and receive reprints.
 
On June 24th [redacted] seller confirmed they were successful in obtaining reprints for these tickets and shipped them out with a new [redacted] label. We emailed [redacted] the tracking. After attempted delivery being unsuccessful on June 28th, [redacted] returned the package to us on July 25th. At this time, [redacted] had submitted a chargeback for this order with her bank. When a user submits a chargeback for a valid charge, we reach out to the user and let them know their account will be deactivated if they do not resolve or close their chargeback. We reached out to [redacted] on July 26th and advised the chargeback needed to be closed so we could deliver her tickets.
 
When [redacted] contacted us on August 15th, we offered a 25% refund of $[redacted]. We are unable to provide a full refund as per the terms of our User Agreement, [redacted] seller sold, shipped, and delivered these tickets to the provided shipping address and [redacted] entered into a contractual agreement with the seller. [redacted] seller was paid once the [redacted] tracking showed the tickets were successfully delivered. As consideration has already been provided in this case we are not able to offer higher compensation on this order.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
Kaila
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:What difference does it make after the tickets have been cancelled?  That's a red herring and besides the point.  The fact of the matter is that there was no explicit warning of a [redacted] charge before an action was taken.  What kind of business does not disclose a $[redacted] penalty before an action is taken?  There was an explicit notification of the **%, which I agreed to at the time.  I believe that a $[redacted] penalty is material information that should be disclosed before any action is taken and hiding that in the terms and conditions as well as not setting actual guidelines and conditions on when it is going to be used is unethical business practice.
Sincerely,[redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the cost of replacements.
 
In reviewing [redacted] sale, he sold two tickets for [redacted] listed as section Right Field Box 89 and had to offer tickets in a different section as a replacement offer as he could not fulfill the sale as listed. As per the terms of our User Agreement as noted above, when sellers cannot fulfill an order as listed, we are obligated to make it right for the buyer under the terms of the FanProtect Guarantee. In this case, [redacted] buyer did not accept the replacement tickets offered and opted to have our replacements team find comparable tickets from our site. Once comparable tickets were located, the order was canceled and [redacted] was held liable for the costs we incurred on this order.
 
Our seller policies explain that if a sale is canceled, sellers are liable for all charges we incur to make it right for the buyer to meet our obligations under the FanProtect Guarantee. In this case, our total cost to make it right for the buyer was $[redacted].00. Per our User Agreement, [redacted] would be responsible for this cost. However, as a one-time courtesy, we have reversed $[redacted].
 
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that things happen. Although [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of that cost. Given that consideration was already given in this case, the remaining charge will stand.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states:  You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.
 
Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, he purchased three tickets for a [redacted] concert in [redacted]. This event can be found on [redacted] official page with all tour dates and locations. As [redacted] has this event as a confirmed tour date on [redacted], this event is valid. In the event that the venue changes or the concert is canceled, [redacted] will be notified or refunded accordingly. At this time as this is a confirmed tour date, we would not be able to provide [redacted] a refund as our User Agreement explains are sales are final unless tickets are not delivered as listed or the event is canceled.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
[redacted]
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: the statement provided is simply not true and shows a lack of understanding of the functionality of their phone app. My concern was with the phone app and the filter/sort functionality. When using the phone I sorted the rows low to high and when you do so the seats listed are first AA-LL, then A-Z which is simply misleading. Whether the map or website has the rows stated simply is not applicable. As a user, I am depending on the functionality of the app and its features as this is the service I am paying for. I was relying on StubHub to provide accurate information and their tool (the filter/sort feature) simply DID NOT WORK as it listed higher rows before lower ones when it SHOULD have shown the rows low to high. It is pretty straight forward what the expectation of the filter would show when sorted LOW to HIGH. I do not think it is honest to show one thing on the map and then a completely other thing in the filter. I have screen shots and attached them showing the app showing me AA-LL BEFORE A-Z when sorted low to high which is again the functionality of the app simply not working and being misleading.  
I have been trying to resell the tickets, but as mentioned previously I simply can not because they were bought at a premium price due to the misleading information/error that occurring within Stub Hub's app. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I understand that stubhub is a 3rd party, as [redacted] is a third party and yet they still refunded me my money, so why can’t you? This is bad business for stubhub as it’s NOT MY FAULT I didn’t attend the game. Maybe Stubhub needs to find a better ‘term and condition’ and I bet I am not the only person who has this issue. I can probably find more clients/people who have had this issue and it’s not right. Why can other ‘third’ parties can refund our money but StubHub cannot? I even got my Air fare from a ‘third party’ called ‘[redacted]’ and got my money back, so what is this excuse?? Sincerely,[redacted]

Thank you for the opportunity to respond to[redacted] complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It might help to explain that StubHub is a ticket marketplace website which enables fans to buy and sell tickets to...

sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states “You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.”
In reviewing this complaint, [redacted] purchased 1 VIP 2 Day ticket to Escape: [redacted] on 10/18/[redacted] for the event taking place on 10/28/** – 10/29/[redacted]. Shortly after the purchase was made, the seller contacted and stated that they no longer had the tickets to provide to [redacted] and per the terms of our FanProtect Guarantee, we replaced the order at no additional cost to [redacted]. On 10/20/[redacted], [redacted] contacted us as the VIP tickets purchased are for 21+ and at the time of the event her son would not be 21 to gain entry into this section. Again, per the terms of our FanProtect Guarantee we did replace the order with regular General Admission tickets. On the day of the event, the seller contacted us as the venue had reached out to advise that the tickets sent to [redacted] were no longer valid for entry as the primary changed the tickets to Will Call only pick up. As StubHub is not affiliated with the venue and per the terms of our Privacy Policy, we do not allow sellers to sell tickets which are for Will Call pick up nor can buyer’s pick the tickets up. Due to the change, we did have to cancel the order as there were no longer tickets on site. [redacted] was provided with a full refund of the purchase and was also provided with an additional $[redacted] coupon for the negative experience. Shortly after the sale was cancelled, [redacted] contacted us as her son was already at the event which was 2 hours away. We did provide an additional coupon to [redacted] in the amount of $[redacted] so her son could purchase a pass to gain entry to the event on Saturday.
While we do understand that this was a very negative experience for [redacted] and her son, we did attempt to locate replacement tickets and unfortunately as they could not be provided we did have to cancel the sale. [redacted] was provided with a full refund as well as additional compensation for this experience.
If I can be of any further assistance, please let me know.
 
Sincerely,
ErinStubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: You did not charge a portion you charged me 98% of the entire amount.  The tickets sold for $198 a piece per your sites "recommendation" although the value on the tickets were clearly marked by TicketsWest at $95 each.  You are charging me $393 on a $396 value transaction.  That is a lot more than a "portion."  The tickets sold in 10 minutes aprox, so your company was not out much in time either. My question is....had your site recommended %500 a peice would I now be out over $1000 dollars?  I called 3 times and talked to agents who could have recommended for me to cancel to avoid this massive charge.  I am also sure the buyers found new tickets in minutes as there were plenty listed on your site for that exact day.  I am a single mom who does not have $393 to simply throw away.  And again have no way of controlling slug mail. I've sold many items through Ebay, Craigslist and do most of my shopping online.  I have never seen such an enormous charge - 98% - for  a shipping error.  This is a corrupt business practice and needs to change!Sincerely,Lisa [redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
We want to make sure our buyers get the tickets they ordered in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreement. A full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement.
 
We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyer. We stand behind our FanProtect Guarantee for both buyers and sellers.  We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets. 
 
In reviewing [redacted] complaint, he listed two tickets on [redacted] at 3:27 PM EST for the [redacted] event that occurred on [redacted]. The seller then listed the same tickets for sale again on [redacted] at 3:39 PM EST, despite the fact that the tickets had already sold under order[redacted] at 3:35 PM EST. When the tickets were listed the PDF file containing the tickets was uploaded to the listing, and as a result the listing was available for instant download delivery upon purchase. When a buyer purchases a set of tickets that are listed as being available for instant download delivery, the tickets that are attached to the listing will automatically transfer over to the buyer, and the order is marked as completed. Once an order is marked as completed it no longer shows up in the sellers account under the ‘Open Sales’ tab, and will instead be displayed in the seller’s account under the ‘Completed Sales’ tab.
 
Since the seller listed the tickets for sale a second time after the tickets initially sold, a duplicate sale occurred which means that there were two buyers with the same set of tickets. When the first buyer arrived at the venue they were able to use the tickets to enter the event without issue, however when the second buyer arrived they were denied entry to the event because the tickets had already been used by the first buyer. Per the StubHub FanProtect Guarantee, the buyer who was denied entry to the event was given a full refund, and per the StubHub User Agreement, the seller was charged a penalty fee.
 
Based on the fact that the sale was displayed in the sellers account under the ‘Completed Sales’ tab at the time the duplicate listing was posted this would not be considered a site error, therefore the charge of $[redacted] is valid and will not be reversed.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Britney
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:
Thank you for your reply.  I withdraw my conjecture that your employee acted with intent to deceive.  Your evidence is compelling that he attempted to follow through with his verbal promise, as did the next agent who also attempted to process the $**.  In fact, it took many levels of customer service to get to the correct supervisor who could accurately communicate StubHub's policy.  He did so in a calm, firm manner, referencing the contractual terms I had agreed to by establishing an account.  Had this been done by the first agent, I would have been disappointed, but not continued to persue a resolution to the $** that I was promised.
The fact that so many levels of customer support attempted to make good on the $** shows that the first agent was not alone in being unprepared to represent StubHub.  That perpetuated my attempts to find an acceptable resolution.  That took a lot of time.
For that reason, I ask for a cash equivalent payment of $**.
Thank you and thanks to the Revdex.com for facilitating this exchange.
 
 
Sincerely,[redacted]