Stubhub.com

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

Initial Business Response /* (1000, 5, 2015/06/15) */
Thank you for the opportunity to respond to Mr. [redacted] complaint, Revdex.com Case #XXXXXXXX. I will provide information as it pertains to StubHub policies.
It might 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. 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. 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 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.
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 Mr. [redacted] complaint, Mr. [redacted] wanted his tickets to be expedited earlier than his expected delivery of October 5, 2015. While we understand Mr. [redacted] is requesting his tickets to be shipped earlier, we are unable to accommodate this request. When placing these orders, Mr. [redacted] was provided the estimated delivery date and by placing the orders, Mr. [redacted] agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the order would be fulfilled. While sellers are not paid until the tickets are delivered to their buyer, in most cases sellers fulfill their orders well before the estimated delivery date which is why we are unable to ship the tickets at the Mr. [redacted]'s request. As soon as Mr. [redacted]'s orders have been fulfilled, we will send Mr. [redacted] a notification email so that he can track his tickets upon delivery. Ultimately, we were able to upgrade Mr. [redacted]'s shipping method from Standard 2 day shipping to Next Day Air.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response only conditionally upon the fulfilment of the ticket delivery and legitimacy of the tickets for use at the venue four months from now.
My initial surprise at having to wait four months to receive my tickets after I had paid for them ..scheduled for delivery only two days before the event.. was further exacerbated by StubbHubs' refusal to contact the seller and at least request an earlier delivery. However, Deano at StubHub contacted me two weeks later and offered to contact the seller. We'll see what happens. It is simply odd to offer tickets for sale and not deliver them for four months. It looks suspicious, as if you are selling tickets at a high price you don't have, expecting to bargain over tickets that will be sold from cancellations later at a discounted price, then deliver those tickets. If there is any problem with the delivery or legitimacy of these tickets I will submit another complaint. Thank goodness for the Revdex.com keeping public record of these concerns.

Thank you for the opportunity to respond to Ms. Powell’s 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 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. Listings on our site come from individual sellers who set their own prices for the tickets listed. 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.” A copy of our User Agreement may be found at: [redacted] In reviewing Ms. Powell’s transaction, she did contact StubHub customer service a few different times in order to straighten this issue out. She contacted us on March 9th, 2018 asking where her refund was for the cancelled event. She also contacted on StubHub customer service on March 14th, 2018 in regards to the refund. We advised Ms. Powell that there was a credit memo on the account of $108 that they would need to clear up before the refund is able to process because the refund is continually decline. The buyer stated that they were ok with us taking $108 and clearing up the credit memo and then sending the remaining amount to them for the refund. Ms. Powell’s husband then contacted us on March 19th, 2018 wondering where the refund is and requesting for a supervisor. A StubHub supervisor called the buyer back on March 20th, 2018 and was advised that the transaction was already reversed back to the buyer due to a claim on August 18, 2017. The supervisor gave the buyer the PayPal reference number and the buyer stated that they will contact PayPal to reference that number. At this time, the issue has been resolved and the matter is now closed on StubHub’s end. There is nothing more to add at this point. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, Garrett StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. Harold’s complaint, Revdex.com Case [redacted].  I understand that Mr. Harold is dissatisfied with our process in regard to invalid tickets claims.  I will address this concern 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 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 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.
Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states:
 
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required.
 
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 [redacted].
 
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim, advising that failure to do so would result in the charges being assessed to the order.  The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid. 
 
We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyer. We stand behind our FanProtect Guarantee for both buyers and sellers.  It is the seller’s responsibility to cooperate with an investigation and supply information.  As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase.  We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly.  The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike.  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. 
 
After investigating further into this case myself, I worked with our Marketplace Investigations Team and they have agreed to take a look at whatever information Mr. Harold is able to provide. I cannot make any guarantees if Mr. Harold’s documentation will change the outcome of the case, but a representative from that team should have already reached out to him via email and we are very grateful for whatever he is able to provide. I understand that Mr. Harold has the receipt for the replacement tickets his clients purchased at the venue. This and any other documentation from TD Garden verifying that an issue occurred would be extremely helpful.
We hope this addresses Mr. Harold’s concern.    If I can be of any further assistance, please let me know.
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 8, 2015/12/01) */
Thank you for the opportunity to respond to Ms. [redacted]'s 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, 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.
When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges 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. Overall, failure by sellers to fulfill their responsibilities could result in penalties.
In reference to Ms. [redacted]'s complaint, she purchased tickets to a Detroit Red Wings at St. Louis Blues game on November 21, 2015 which she was unable to use because the tickets were deemed invalid by the venue. After receiving the report of the invalid tickets we attempted to locate Ms. [redacted] replacement tickets under the terms of our FanProtect Guarantee. Unfortunately, at that time there were no replacement tickets available and we issued Ms. [redacted] a full refund of $535.80 to her credit card and an additional coupon of $107.16 for the inconvenience.
We truly apologize for the frustration and poor experience this caused for Ms. [redacted]. We understand her concern and we do have security measures set up to screen our sellers prior to listing or selling tickets. Sellers are also held 100% liable for anything that happens with their tickets. We take these situations very seriously, an investigation has been opened to review the seller and we will take the appropriate action against the seller.
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
Initial Consumer Rebuttal /* (2000, 10, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, 2015/11/04) */
Thank you for the opportunity to respond to Ms. [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 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 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.
Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required.
In reviewing this transaction, Ms. [redacted] sold 2 tickets to a concert on September 27, 2015. We received contact from the buyer on the night of the concert advising that they were not allowed into the venue as the tickets were deemed invalid as they were refunded.
We notified Ms. [redacted] of the reported issue on October 3, 2015 and requested that she respond to us within 48 hours and provide her original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement.
Ms. [redacted] responded within 24 hours and provided us with documentation showing she had purchased the tickets from Ticketmaster. She also explained that she had problem uploading the tickets to our website. However after reviewing the order it appears Ms. [redacted] had successfully uploaded the tickets to the order on September 28, 2015 and that should not have affected the validity of the tickets. We responded explaining that we would need more documentation showing scan reports and advised to check with the venue or Ticketmaster as they originally purchased the tickets from them. Since we did not receive the needed documentation within the 48 hours we provided, Ms. [redacted] was charged $333.00 to recoup the payment of the sale and $90.00 for the 20% penalty fee.
We understand that Ms. [redacted] is upset about the charges however the tickets Ms. [redacted] provided her StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Ms. [redacted] for this order and she would be liable for any cost to make the situation right with her buyer.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was advised by StubHub to try various ways to obtain the information necessary to assist with the claim. This included contacting the venue where the concert was held as well as contacting the party from which I purchased the tickets.
I emailed [redacted] in the StubHub Executive Claims Department on Oct 6th to inform him that I would not be able to provide the information to him within the time frame given but I never received a response back. It should be noted that when attempting to obtain the information StubHub needs to complete their claim, the seller may be at the mercy of the time frames of the other parties involved, so holding me to a 2 day time frame is unreasonable and if StubHub had the interest of all parties involved, rather than just the purchaser, they would have had the courtesy to not only respond to my email but to grant me the extra time needed in order to properly assist them with resolving the issue.
I emailed [redacted] again on Oct 10th to keep him updated on my progress and still no response back.
I emailed him again on Oct 15th, providing him information I received from one of the parties, and did not receive a response back until Oct 17th, by a representative by the name of [redacted]. At that time, I was informed that I did not provide the information they needed within the 2 day time frame, therefore they would be charging my card. When I disputed this, I did not receive a response until October 21st stating that the 2-day time frame was in fact, NOT the reason why I was charged but because I supposedly uploaded the tickets from the incorrect order number, therefore, invalidating the tickets.
I requested for StubHub to provide me a copy of the e-chat I had with the young woman at StubHub who informed me that my tickets were properly uploaded, however, they would not provide that information unless I gave them the name and date/time I spoke with the rep, which I did not remember. I find this to be a lazy excuse not to assist me with my findings, especially considering all the effort I had taken thus far to help them with the claim. In addition, I was told that if I wanted a copy of a recorded conversation then I would have to obtain that through arbitration. I feel that this is poor practice on behalf of the party that I trusted to sell my tickets and it appears that this is a deliberate attempt to divert the seller from pursuing further action. How am I to know if this is a common occurrence with their website, or even Ticketmaster for that matter? Certainly, I am not the first person this has happened to so StubHub should be responsible for taking the necessary steps to ensure that my tickets are valid BEFORE providing them to the purchaser. I do not know how to invalidate my own tickets and there is also proof that the tickets were not even used so it is clear that this mistake was not to my benefit.
I am still demanding a credit for the amount requested in the initial claim.
Final Business Response /* (4000, 9, 2015/11/24) */
Thank you for the opportunity to respond to Ms. [redacted]'s rebuttal, 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 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 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.
As previously explained, Ms. [redacted] sold 2 tickets to a concert on September 27, 2015. We received contact from the buyer on the night of the concert advising that they were not allowed into the venue as the tickets were deemed invalid. This resulted in Ms. [redacted] being charged $333.00 to recoup the payment of the sale and $90.00 for the 20% penalty fee. Our User Agreement states, "It's up to you to make sure the tickets you list for sale on StubHub are valid. If you deliver incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale you will be subject to a replacement fee, other charges, and/or other consequences."
We understand that Ms. [redacted] provided the documentation she was able to obtain, however that documentation confirmed that the buyer was unable to attend the event due to the tickets being invalid. Since the tickets Ms. [redacted] provided her StubHub buyer were not valid for entry, per the terms of our User Agreement we are unable to pay Ms. [redacted] for this order and she would be liable for any cost to make the situation right with her buyer.
Our policies regarding this issue have been noted. We do not have anything further to add.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance.
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, 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. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, he sold two tickets for the [redacted]. When he contacted us and asked how to fulfill the sale with Flash Seats, we explained he was not able to fulfill with Flash Seats. When sellers list tickets, they must select that they will deliver tickets via PDF upload or ship via [redacted]. These are the only fulfillment options for all sellers on our site. [redacted] selected that he would upload a PDF ticket, which would be a valid PDF e-ticket he could download to his computer and upload to a sale. As Flash Seats require buyer information, a ticket transfer, and are not printable e-tickets, Flash Seats would not be PDF tickets.
 
We advise sellers both before they create listings and again in the confirmation email for listings that they agree to our Seller Policies when they list. If users are unfamiliar, they can click on the words “Seller Policies” in either the sell flow or from their confirmation email as the words are a link. Our Seller Policies outline that sellers are not permitted to list paperless tickets or flash seats. Any users who are permitted to list these types of tickets are pre-approved large sellers and are aware they are being provided with an exception to the User Agreement. All other sellers need to follow our Seller Policies as outlined.
 
[redacted] agreed to our User Agreement and Seller Policies when he listed. Because he did not follow our outlined Seller Policies, this cancellation is valid. As a one-time courtesy, we provided a partial refund of $[redacted]. As this cancellation charge is valid, no further compensation will be provided.
 
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: they did not solve my issue. I put a stop payment on my bank account (which I had to pay for) and purchased another ticket since they declined to help me AT ALL.

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. 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, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may also find a copy on our website at www.stubhub.com/user_agreement.
 
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] purchase, he ordered two tickets on [redacted] 31 for [redacted] Squash Second Round. To complete this purchase, [redacted] used a [redacted] credit card. The [redacted] Checkout promotion that ran from [redacted] to [redacted] was an opportunity for users to use [redacted] Checkout to purchase tickets on StubHub and receive a discount for using this new payment method. In order for this discount to be used, the buyer must complete two steps. Buyers needed to enter a coupon code, “[redacted]checkout”, as well as use [redacted] Checkout as their payment method.
 
The specific wording in the promotional emails advertising this discount stated, “Get $** off $[redacted]+ when you pay with [redacted] Checkout.” The email also provided the promotion code as well as further instructions, advising buyers, “When you’re ready to pay, make sure to select the [redacted] Checkout button. Easily checkout with a single sign-in.” Our website had a similar advertisement that also instructed that buyers could get $** off when spending $[redacted] or more if they pay with [redacted] Checkout.
 
As [redacted] did not sign in with and utilize [redacted] Checkout at the time of his purchase, no discount was provided. As the emails sent to [redacted] and all other buyers did instruct to utilize [redacted] Checkout as payment method at checkout, this discount cannot be retroactively provided.
 
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:
I am rejecting this response, because this section "Baseline 107" did not exist last last year. That is perfectly fine if you add a new section, however you need to remap this historical comparable tickets to account for this new section. If you remap the comparables, your best value algorithm will work correctly and not devalue these tickets.
I have included a screenshot of my YoY sales, since I was in the same section last year. You can clearly see that stubhub updated the name of this section. Therefore there is not any prior year comparables to bounce the value of these tickets up against. 
 
Stubhub is losing money, their customers in these sections selling tickets are losing money, and the product is being devalued simply because a string of text before the section number was changed this year. This is not fair to your customers.
 
Please reach out to me to fully understand the issue. I just want it resolved at this point.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
After Stubhub cancelled my tickets and refunded them to me a week before the event, leaving me in a terrible position with non refundable hotel etc, I ended up reaching out to a ticket broker called [redacted] seats.
I had this broker overnight this ticket purchase to me (at additional expense due to the short notice I was left in) and when it arrived, to my surprise, the letterhead with direction on how to use an enclosed card read Stubhub!
It was some type of new ticket technology that was loaded onto an [redacted] card into the magnetic strip.
Once scanned at the arena, the tickets are then printed and you are allowed access to the venue where I did get to attend the event.
The tickets I was forced to buy due to the very late notice of my cancellation from Stubhub cost me almost [redacted] more than the original ticket purchase.
If this "new ticket technology" was available, why didn't Stubhub send me tickets that I could use in that manner?
Why did it take Stubhub 2 months to cancel my tickets shouldn't they have known the venues policies upfront?
It appears to me that Stubhub should know what venues they are dealing with as a ticket business and react accordingly instead of leaving people high and dry when trips are planned around events out of town.
It also appears to me that I was simply put in a position to where I just had to spend much more money to get the actual tickets for the event.
Stubhub should do everything they can to make this right, pay the difference between my ticket purchase price and try and keep a customer going forward, which from the response, they could care less about.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:stubhub is still not being fair. They sent me an email already with a bill of $258. I will make a deal with them. I will pay half of that amount to end this! I don’t appreciate how this business is calling me as the customer a liar. I know exactly what I did and that was deleting the tickets for sale! Sincerely,[redacted] Carrano

Complaint:[redacted]I am rejecting this response because:
While I certainly understand that Stubhub has user policies in place, those policies do not justify the inability of Stubhub to honor commitments & expectations set by its own representatives. Namely, Stubhub failed to promptly follow-up with the buyer of this transaction as originally promised via phone [and noted in my original complaint], nor did Stubhub return a single phone call as promised to me within 2 weeks [counter to multiple callback expectations set by multiple Stubhub representatives]. I was misled by the financial penalty suggested by Stubhub's original customer service agent & further misled by their promises of being provided prompt customer service. Stubhub's offer of a $** refund is consequently inadequate, especially when considering that the value of my replacement tickets [offered immediately by me to Stubhub but not relayed to the buyer for several days] was equal to the original tickets, as those replacements sold for the original price on Stubhub once Stubhub cancelled & invoiced me for the entire amount of the initial transaction.
 
Sincerely,[redacted]

Thank you for the opportunity to respond to [redacted]’s Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
To address the concerns directly, it is the responsibility of StubHub seller’s to list their tickets accurately. While [redacted]’s tickets mapped to the correct section, StubHub does not have a partnership with [redacted] that would allow us to know the ticket details for every specific seat for every given show.  Which is why we rely on the seller to list their tickets accurately. The buyer in this case could not have known the seats were limited view as [redacted] did not list them that way. There are many shows at [redacted] that have variety of stage setups, many of which vary or eliminate limited view sections. Based on the information [redacted] provided the buyer was not notified of this viewing setup until after the purchase was complete. Had [redacted] listed “limited or obstructed view” from the drop down menu presented at the time of listing, this sale would have been valid and [redacted] would not have been charged. Per the terms of our User Agreement, the charges will stand.
 
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 Mr. [redacted] rebuttal, Revdex.com case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
As noted previously, Mr. [redacted] agreed to the terms of our User Agreement when placing the order which did advise that the tickets being purchased could be above face value. As a one-time courtesy we have waived the fees for this order in the amount of $75.00. Mr. [redacted] purchased two General Admission tickets to the Denver Comic Con for 6/17/16 – 6/19/16, the seller did not disclose that the tickets were for VIP access and did list and fulfill on the order as promised. We are not in a position to offer Mr. [redacted] any further compensation.
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

The people making these decisions at Stubhub are demonstrating to be a greedy business who have lost the human side of business and are only interested in making a profit even at the expense of people's mistakes. Their policy is smeared with false terms "protecting" the seller and/or buyer when they as the marketplace (business) facilitating these sales hide just to make a profit. 
For this specific event; the price is 3 times that of available tickets online so their claim of market value is diminished. Popularity of event? a spanish rock singer from 3 decades ago is not very popular. Seat location? It's general admission. Popularity, standings, ratings, and location are not indicative for such high priced tickets. Yes you say you are just a marketplace? Let irresponsibility run wild when pricing while opportunistically waiting for someone to take the bite. 
Does Stubhub offer a compromise? a refund to me of their piece of the cake? No. I received an email saying if I am not satisfied with my purchase I can resell free of their fees. I followed the instructions and the fees still appeared? As it stands I would have to sell these $50 tickets for $175 each to make my money back. Given the time I have spent on this complaint, do you think Stubhub would reach out to me as an individual or assign one person to handle this complaint? Instead of sending generic emails to have me create more foot traffic on their website yes sure you waive the fees again creating false sense of doing what is right.  
Obviously this is far from the first complaint, as I was advised by my credit card company to file a complaint with the Revdex.com because they see this injustice happen so many times and they are tied up with regulations based on Stubhub's binding policy. Life is not just about money Stubhub and if you cared about your customers you would evaluate each individual case and have a program where you would buy, in my case, these tickets and put them up in your marketplace given all the time and resources that you have at your disposals to make sure these tickets sell. 
Bad business overall. I guess the people who work at Stubhub have never made mistakes with the opportunity to be made right if the business structure had any integrity at all.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] Marco

Initial Business Response /* (1000, 5, 2015/08/21) */
Thank you for the opportunity to respond to Mr. [redacted] complaint, Revdex.com Case # XXXXXXXX. I will provide information 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 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 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.
Per our User Agreement, it is noted 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.
The Seller Policies section of our User Agreement notes rules for listing tickets. This includes a requirement for sellers to provide accurate section, row, and seat information about their tickets. In addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was made. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement.
For the tickets purchased on our website by Mr. [redacted] for the Miami Dolphins at Washington Redskins game noted in his complaint, the seller listed the tickets correctly with the Section noted as "Lower Level Sideline 222" and with the required ticket disclosure of "Limited or obstructed view (printed on ticket)". This information was presented to Mr. [redacted] when he first
reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchase. Mr. [redacted] noted in his complaint that the section and disclosure information was visible when he made the purchase. Once the order was placed and the tickets were delivered to Mr. [redacted], the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listing. In situations where a seller listed all information correctly and delivered tickets as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site.
While we understand in this case that Mr. [redacted] has noted that the section view display was confusing, we explained to Mr. [redacted] that the view from the section picture is a generic venue display and not a full representation from his seat, however the disclosure was visible upon purchase. As a courtesy, we offered Mr. [redacted] a partial coupon or partial refund in addition to waiving sell fees to relist tickets. Mr. [redacted] rejected offer and noted that he would like a full refund or he will initiate a chargeback. We explained to Mr. [redacted] by initiating a chargeback, we will have to deactivate his account.
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
Sincerely,
[redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2016/03/16) */ Thank you for the opportunity to respond to Ms. [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. Per our User Agreement, it I noted 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. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete. In reviewing Ms. [redacted]'s account, she contacted us on February 12, 2016 stating that she did not make the purchase of tickets for the completed order on her account. Our Trust & Safety team reviewed the order and account information, the IP address associated with the purchase, and social media accounts for Ms. [redacted]. Based on this review, our Trust & Safety team determined that this was a valid purchase. A representative from the Trust & Safety team emailed Ms. [redacted] advising the purchase was valid. StubHub is not responsible for unauthorized use of credit cards by family members, co-workers or acquaintances. If Ms. [redacted] would like to submit a police report or court decision showing this was a theft and not an unauthorized purchase we would be happy to review the charges again. Without these documents StubHub will be unable to issue a refund per the terms of our User Agreement. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2016/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The legal definition of fraud is "A false representation of a matter of factwhether by words or by conduct, by false or misleading allegations, or by concealment of what should have been disclosedthat deceives and is intended to deceive another so that the individual will act upon it to her or his legal injury." It does not matter if it is a family member, a friend, a coworker or a complete stranger. Fraud is fraud. Not only is this bank fraud, but it is also bad faith on the part of StubHub. A police report has been filed and a detective is actively investigating, which is something the bank AND StubHub failed to do properly. This is bank fraud and bad faith, plain and simple. Final Business Response /* (4000, 21, 2016/03/31) */ Thank you for the opportunity to respond to Ms. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address the issues as it pertains to StubHub policies. As noted previously, this issue has been reviewed by our Trust & Safety team who have determined Ms. [redacted]'s order was a valid purchase. We do not have anything further to add. Sincerely, [redacted] StubHub Executive Customer Care Final Consumer Response /* (4200, 25, 2016/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was not a valud purchase. The only way to resolve the issue is to return the money stolen from me.

Initial Business Response /* (1000, 5, 2015/09/22) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I have reviewed this matter and understand that Ms. [redacted] is dissatisfied with the price paid for tickets to a concert. I will provide information 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 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 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, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. 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. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. 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 the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' business. When setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?"
We can understand Ms. [redacted]'s concerns stated in the complaint. However the listed ticket price was accepted when she completed the purchase on our website. Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide Ms. [redacted] with a refund for the purchase. As a onetime courtesy, we are willing to offer Ms. [redacted] a coupon valued at 25% of their purchase price for future use on our site. We have emailed this offer to Ms. [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,
[redacted]
StubHub Executive Customer Care