Stubhub.com

Thank you for the opportunity to respond to Mr. [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 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 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 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 [redacted]
 
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 after their tickets are sold, StubHub may charge a sellers payment method 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.
 
In reviewing Mr. [redacted] StubHub account, there were three canceled sales for Styx Tickets with a total of eight tickets.
On April 20 two tickets sold on order [redacted]. Mr. [redacted] received a sale confirmation email on April 20, a shipping reminder email on April 21, and a “Last chance” shipping reminder on April 25. In addition to these emails, we called Mr. [redacted] at the phone number we have on file and left two voicemails advising these tickets need to be shipped. On April 27, this order was canceled as the Expected Delivery Date was April 25 and the tickets were still not in transit with UPS. On April 28, the tickets scanned in with UPS and were shortly delivered to the buyer. Once Mr. [redacted] made us aware that the tickets were delivered to the buyer after the order was canceled, we tried to reach out to the buyer multiple times to have the tickets shipped back to Mr. [redacted]. As we were unable to reach the buyer, we requested Proof of Purchase from Mr. [redacted] and paid face value of $118 for the two tickets that were not returned. We later processed an additional $46 payment to match what Mr. [redacted] payment on this order would’ve been. As the tickets were not returned from the buyer, the $32 charge to Mr. [redacted] for this order cancellation was reversed.
On April 27 two tickets sold on order[redacted] Mr. [redacted] was sent a sale confirmation email on April 27, a shipping reminder email on April 28, and a “Last chance” shipping reminder on May 2. We also reached out via phone on May 1 and May 2 advising Mr. Hendrichs his order needed to be fulfilled or would be canceled. This sale was canceled on May 4 as the Expected Delivery Date was May 2. Mr. [redacted] was charged $32.00 for this cancellation.
Finally Mr. [redacted] remaining four tickets sold on order[redacted]on April 29. Mr. [redacted] received a sale confirmation email on April 29, a shipping reminder email on May 2, and a “Last chance” shipping reminder on May 3. Our replacements team emails Mr. [redacted] once more on May 5 and left a voicemail on May 6. As the tickets were not shipped at the time, this order was canceled on May 7. Mr. [redacted] was charged $64.00 for this dropped order.
Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, Mr. [redacted] was charged 20% on each of his orders, resulting in two charges for $32.00 and one charge of $64.00. Per our user agreement, Mr. [redacted] would be responsible for this cost. However, both $32.00 charges were reversed as a one-time courtesy.
We rely on sellers to help us keep StubHub a 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, Mr. [redacted] is responsible for listing his tickets correctly. We understand that mistakes may occur. Although Mr. [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 and have waived two of Mr. [redacted] charges. Given that consideration was already given, the remaining charges 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,
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. Carter’s 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 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 [redacted]
 
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 cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee.
 
In reference to Mr. Carter’s complaint, these tickets were listed on StubHub by Mr. Carter as UPS delivery. Since they are will call tickets StubHub has no ability to verify delivery or the tickets being picked up by the buyer, or that the buyer would even be able to pick them up. Since this order could not be delivered as promised, and since will call tickets are not allowed to be listed on StubHub per our User Agreement, this order was cancelled. As a result, StubHub had to locate and provides new tickets for the buyer per pour FanProtect Guarantee. As this is a high profile event the tickets can be costly, and StubHub charged a portion of the cost it took to make the situation right with the buyer to Mr. Carter. Since this is a valid charge given the situation, it 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,
 
Chris [redacted]
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] Phelan

Complaint: [redacted]
I am rejecting this response because:I have been unable to attend the concert I wanted to go to, due to my money being tied up in tickets for a concert half way across the country.  Please refund the 712.92 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/25) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand that Mr. [redacted] is concerned about a charge assessed to his credit card due to an issue with an order. I can understand his concern and will...

provide information as it pertains to StubHub processes and 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 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 cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
In reference to Mr. [redacted]'s complaint, when the tickets in question were sold on June 3rd, 2015, a confirmation email was sent immediately notifying Mr. [redacted] of the sale and advised to ship his tickets within 1 business day which in this case would be on June 4th, 2015. In the email provided, we also provided Mr. [redacted] a link to 'Report an Issue' along with the following note: "Reminder: If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost." Since the tickets were not shipped on June 4th, a final reminder email was sent to Mr. [redacted] on June 4th advising to ship his tickets that day as failure to do so would result in the cancelation of the sale. On June 9th, 2015, since Mr. [redacted] hadn't delivered to the ticket to his buyer as listed, as they were not shipped yet, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. [redacted] was not paid for the order (he did not deliver the tickets) and he was charged the 20% fee for nonfulfillment.
On June 9th, Mr. [redacted] called in wanting to dispute the charge as he claimed this issue was caused by delayed shipping error. At that time he was provided with a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $67.47. Per our user agreement, Mr. [redacted] would be responsible for this cost. However as a one-time courtesy, we have agreed to waive the charge and have refunded the $67.45 in charges that had been submitted to Mr. [redacted]'s credit card on file. At this time the tickets have been returned to Mr. [redacted] and were delivered on June 11th, 2015.
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, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just want to let you know that I was injuried the day of the sale it was a Wednesday. I had facial injuries. The doctor wanted to see how fractured my face and nose was. So I had to wait a day at the hospital on the fourth of June which is a Thursday.
On the fourth of June I was scheduled for surgery and was informed I would have to stay at the hospital for that surgery. I had to wear a bandage mask around my face and nose (see attached photographs I send to the Revdex.com with this complaint.).
Final Business Response /* (4000, 14, 2015/07/22) */
Thank you again for giving us the opportunity to respond to Mr. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX.
As previously explained, StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. 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: www.stubhub.com/user_agreement.
After reviewing the contents Mr. [redacted] provided, as previously stated, while we understand that situations happen and Mr. [redacted] had external issues when trying to ship the tickets for the buyer, since Mr. [redacted] hadn't delivered the ticket to his buyer as listed, as they were not shipped yet, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee.
As a result, Mr. [redacted] was not paid for the order and he was charged the 20% fee for nonfulfillment. However as a one-time courtesy, we have agreed to waive the charge and have refunded the $67.45 in charges that had been submitted to Mr. [redacted]'s credit card on file. Unfortunately we are unable to provide any further compensation for this order. At this time we do not have any further information to provide.
Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know.
[redacted]
Executive Customer Care Team

Complaint: [redacted]I am rejecting this response because:
 
I’m replying to a message that Stubhub sent to the Revdex.com. I had very minimal internet access but I bought the tickets initially on my phone which was deactivated at the time of the theft in november. I called Stubhub numerous to give them as much info as I had regarding the theft that took place. The customer service representives gave the same speech that I would be completely refunded for what I paid. When I sent emails to claim service I kept getting blank replies.  Yes I viewed the email stating the tickets were listed because I wanted to be going on. (It is rather aggravating that they would mention this to the Revdex.com to defend themselves). It is also absurd to think I could provide documentation of the theft because it was clearly a theft. Stubhub could consider that the tickets had been had multiple attempted uses upon checking into the venue at [redacted] (Stubhub has been told this). 
Stubhub is now trying to pay me a significantly less amount of 329.00 instead of the full refund of $599.00. Which should cover their 100 percent garuntee.
I emailed them yesterday and a few other times before. They are not responding to me. Sincerely,[redacted]

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] account, he initiated a chargeback on [redacted] for a charge for two [redacted] tickets, purchased [redacted]. Our Trust & Safety team reviewed the order and were able to confirm with the IP address associated with the purchase that this was a valid transaction.
 
These [redacted] tickets were uploaded into his account shortly after the purchase was completed on [redacted]. There are no notes showing that we advised [redacted] that the tickets were not delivered or were scanned in. We do not have any way to view or know if tickets were scanned in at a venue as we are not partnered with this venue and are not the primary distributor of tickets.
Our User Agreement explains all sales are final and refunds are only provided in the circumstance of a canceled event or tickets not delivered as listed. As these tickets were delivered and this is a valid purchase, we are not able to provide [redacted] with a refund.
 
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

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 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 cases where a seller does not fulfill an order correctly after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee.
 
In reference to [redacted] complaint, she sold 2 tickets to [redacted] on [redacted] 4th. When [redacted] originally listed her tickets she was prompted to enter the ticket details such as section, row and seat numbers. [redacted] listed her tickets in section Balcony Center, Row W, Seats 9, 21. Our User Agreement states, “All of the seats in your listing must be together (consecutive), unless they are piggyback seats. If you're listing 'piggyback' seats, you must select the 'Piggyback' check box when listing your tickets for sale.”
After the tickets were purchased [redacted] fulfilled the order with the 2 tickets in Balcony Center, row W, seats 9, 21. [redacted] had contacted us on [redacted] 5, [redacted] after receiving errors when trying to upload the PDF tickets to the order. In our email response, we had advised [redacted] that the seats were not consecutive and had attempted to reach out via phone and email to advise of this and to see if consecutive seats could be provided to the buyer. She had contacted us back that same day and was advised of the seller polices as explained above and was advised of the possible charges associated with the cancelled sale.
 At this time we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. However, the event which was scheduled for [redacted] 7th had been cancelled by the venue so we did not end up having to replace the order for the buyer and [redacted] was in fact not charged due to the cancelled event. There are currently no charges showing being placed to [redacted] and she was not paid for this sale due to the event cancellation.
 
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 her tickets correctly and fulfilling her orders as listed. We understand that mistakes may occur. [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 if the event had not been cancelled and if we had to replace the order for 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,
 
Andrea
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com 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 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 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 cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to **% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to [redacted] complaint, [redacted] stated on [redacted] that he no longer had the tickets to fulfill on this sale.  In the email provided to [redacted], a link to ‘Report an Issue’ along with the following note: “Reminder: If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to **% of your ticket cost.” We do reserve the right per the terms of our User Agreement to charge greater than the **% if a seller is no longer able to fulfill on a sale. As [redacted] was unable to fulfill per the terms of our FanProtect Guarantee, we did need to locate comparable replacement tickets for the buyer which was in the cost of [redacted] which per the terms of our User Agreement [redacted] is responsible for these costs. When locating replacement tickets after [redacted] reported he no longer had the tickets to fulfill on the sale, we found that he relisted the tickets back onto the site at a higher price, as [redacted] was unable to fulfill this sale with the tickets he relisted the listing was removed per the terms of our User Agreement: StubHub monitors the frequency and rate at which you drop sales as compared to your total sales (your 'dropped order rate') and we reserve the right, upon notice to you, to suspend your account if we determine that your dropped order rate has exceeded an acceptable level. Similarly, if you abuse the StubHub marketplace as determined by StubHub in its sole discretion including, without limitation, (i) dropping orders at one price and relisting the same tickets for higher prices; (ii) engaging in speculative listings or (iii) other similar abuses of your obligations as a seller, you may be subject to an investigation and any applicable consequences.We rely on seller to help 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 fulfill on his orders as listed. In this case, 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

Initial Business Response /* (1000, 5, 2015/08/11) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com 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 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 cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
In reference to Ms. [redacted]'s complaint, when the tickets in question were sold on 7/28/15, a confirmation email was sent immediately notifying Ms. [redacted] of the sale and advised to ship her tickets within 1 business day which in this case would be on 7/29/15. In the email provided, we also provided Ms. [redacted] a link to 'Report an Issue' along with the following note: "Reminder: If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost." Ms. [redacted] called us to let us know she was out of town and may not be able to fulfill the order within 1 business day.
We contacted her buyer and left a message to see if they would be willing to accept the new delivery date of 8/5/15. The buyer contacted us back and declined the new delivery date which resulted in the order being canceled. As the buyer did not accept the new delivery date we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Ms. [redacted] was not paid for the order and she was charged the 20% fee in the amount of $166.67.
However, Ms. [redacted]'s sale was canceled the same day the order was placed. This prevented her from being able to fulfill the order within the original time frame, which she would have been able to do. As a courtesy, we have reversed the charge and issued a refund in the amount of $166.67 to her credit card.
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, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They refundrd the money back to card

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] purchase, he ordered one ticket on [redacted] 23 for the [redacted] at [redacted] Tickets. The [redacted] Checkout promotion was an opportunity for users to use [redacted] Checkout to purchase tickets on StubHub and receive a discount. In order for this discount to be applied, the buyer must complete two steps. Buyers needed to enter coupon code, “visacheckout”, as well as use [redacted] Checkout as their payment method.
 
The specific wording in all promotional emails sent to StubHub users advertising this discount stated, “Get $** off $[redacted]+ when you pay with [redacted] Checkout.” The email provided information regarding both steps to take to receive this discount.
 
As [redacted] did not sign in with [redacted] Checkout at the time of his purchase and emails sent to [redacted] and all buyers had instructions to utilize [redacted] Checkout as payment method, this discount will not be retroactively applied.
 
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] complaint, Revdex.com Case #[redacted]. 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 [redacted] for the [redacted] and [redacted] concert noted in his complaint, the seller listed the tickets correctly with the Section noted as “Wheelchair Accessible, ADA Wheelchair accessible, Wheelchair only - non wheelchair users may be refused entry”. This information was presented to [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. [redacted] noted in his complaint that the section and disclosure information was not visible when he made the purchase however the confirmation email after making the purchase did show this disclosure. We did review [redacted] purchase and there is no evidence of site error and the disclosures were always present for [redacted] to view. Once the order was placed and the tickets were delivered to [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.
 
We understand in this case that [redacted] did not realize that he was making a purchase for accessible seating, however the information was provided during the purchase process and prior to completing this purchase.  At this time [redacted] can re list the tickets back onto the site and as a one-time courtesy we can waive the sell fees in hopes that he can recoup the money spent in this purchase. Unfortunately, per the terms of our User Agreement, we are not in a position to offer any compensation on this order.
 
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
 
Sincerely,
 
Erin
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I have reviewed this matter and understand that Mr. [redacted] is dissatisfied with the price paid for tickets to a Canadian event on our website. 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. All prices are listed in US Dollars and are non-negotiable. All potential buyers will see 'USD' after prices on StubHub; this is visible from the Tickets Details page through checkout and denotes for the buyer that the prices shown are in United States Dollars. Once a buyer places an order on our website in US Dollars, the order converts to their respective currency when processed through their bank or financial institution. StubHub is not responsible for any financial charges or exchange fees for purchases made from credit or bank accounts from outside the United States.
In reviewing Mr. [redacted]'s complaint, he stated he was unware his order was placed in US Dollars instead of Canadian funds, however StubHub takes multiples steps to ensure our customers are aware that tickets listed and sold on our website are in US Dollars before an order is placed. For instance, when on our StubHub.ca website, Mr. [redacted] would have received a pop up notification notice stating the following: "Thanks for stopping by StubHub.ca! All prices are in US dollars. If you're unsure how much your tickets cost in Canadian dollars or how much to list your tickets for, you can use any exchange rate calculator to check." In addition, on every page of the checkout process, as we previously stated, we disclose the currency being charged for the tickets is in USD or US Dollars, which Mr. [redacted] accepted when he 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 Mr. [redacted] with a refund for the difference in exchange rates.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because there was/is no pop up advising that the purchase for a Canadian event purchased in Canada was being sold in USD. Stubhub can hide behind pages of details all they want. That is slight-of-hand selling. A business practise known better on the streets.
I advise everyone I know and more not to use Stubhub in Canada.
Regards
Final Business Response /* (4000, 9, 2015/09/17) */
Thank you again for giving us the opportunity to respond to Mr. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX.
As previously explained, 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.
As previously explained, StubHub takes multiples steps to ensure our customers are aware that tickets listed and sold on our website are in US Dollars before an order is placed. For instance, when on our StubHub.ca website, Mr. [redacted] would have received a pop up notification notice stating the following: "Thanks for stopping by StubHub.ca! All prices are in US dollars. If you're unsure how much your tickets cost in Canadian dollars or how much to list your tickets for, you can use any exchange rate calculator to check." Also during the checkout process it is disclosed the amount being charged is in USD or US Dollars. We understand that this is frustrating for Mr. [redacted] however per the terms of our User Agreement, we are not in a position to provide Mr. [redacted] with a refund for the difference in exchange rates. Our policies regarding the issues have been noted and 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]
Executive Customer Care Team
Final Consumer Response /* (4200, 11, 2015/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I give up. Never use stub hub again. And I tell all my Canadian friends.
Regards

Complaint:[redacted]I am rejecting this response because:I would like to know the length of time the "period of inactivity" represents. I appreciate the response and will accept the deactivation, but I would like to ensure the period of inactivity referenced isn't unreasonable.
Sincerely,[redacted] Graham

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 four tickets for [redacted] By [redacted] on [redacted] 18. Two tickets were listed on [redacted] 16 and sold the same day. The other two tickets were originally listed on [redacted] 16, but expired as the tickets had not been uploaded yet.
 
On [redacted] 17, [redacted] contacted us regarding uploading his PDF’s to his sale. Our customer service team was assisting him via chat. [redacted] was able to contact his brother and get the tickets uploaded for his sale. Our chat team confirmed that the tickets were uploaded and the sale completed.
 
[redacted] also inquired about an expired listing for the same event. Our customer service team provided instructions on how to view the expired listing, and to delete and relist with the tickets uploaded. The chat was then disconnected. A half hour later on [redacted] 17, [redacted] or his brother relisted these tickets as Instant Download. Unfortunately, the files uploaded did not match the listing. The files uploaded were the same files uploaded to [redacted] completed sale for section Tables B 15 and this listing was for Section Tables B 17.
 
[redacted] buyer contacted us the day after the event stating they had been rejected with the tickets provided as they had already been scanned. We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyer. If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form and sellers are notified.
 
Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect Guarantee. In this case, our total cost to make it right for the buyer was $[redacted]. As [redacted] was already paid for this sale, a $[redacted] charge was processed as a credit memo to recoup this payment. This charge will stand as the buyer was provided incorrect tickets and unable to enter the event. As a one-time courtesy as this is [redacted] first time selling, we have reduced [redacted] additional charge from $[redacted] to $[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

Complaint:[redacted]I am rejecting this response because:The response states 'our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: (...) 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.'I was sold tickets advertised as 'VIP General Admission', including the amenities listed in the description for that section, and assured by customer service twice, once prior and once after purchasing the tickets that these amenities would be included in my purchase.  These extra amenities listed in the sale and the assurance by stubhub customer service that they were included in the purchase of these tiskets was the sole reason I purchased these tickets from stubhub.Included are screenshots of both the listing page I purchased the tickets from with the description of the included amenities I did not receive, as well as of a conversation with a customer service member of stubhub, and a transcript document of the conversation. Sincerely,[redacted]

From: [redacted] [mailto:[redacted]] Sent: Friday, September 16,[redacted] 8:41 PM To: info <[email protected]> Subject: [redacted]'s complaint regarding Stubhub Please disregard the complaint I filled with Stubhub in San Francisco. They finally resolved the matter completely and...

I have no further issues. Thank you for your time [redacted]

Initial Business Response /* (1000, 5, 2015/12/08) */
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 4 tickets to a Tampa Bay Buccaneers at Atlanta Falcons game on November 1, 2015 which she was unable to use because the tickets were deemed invalid by the venue. Ms. [redacted] contacted us while at the venue and under the terms of our FanProtect Guarantee we located her comparable replacement tickets under a new order # XXXXXXXXX. Also for the inconvenience we issued Ms. [redacted] a coupon of $65.95.
We understand Ms. [redacted]'s frustration with the situation, however our Fan Protect Guarantee explains if the tickets are not valid for entry we will try locate you comparable replacement tickets at no extra cost, or a full refund or Fancode. Unfortunately, we do not offer both replacement tickets and a refund.
We truly apologize for the frustration poor experience this issue caused for Ms. [redacted]. For the inconvenience we have offered to issue Ms. [redacted] a 50% refund on the purchase in the amount of $132.51 as a one-time courtesy. We are currently awaiting Ms. [redacted]'s response to our offer.
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, 2015/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My experience warranted a full refund. Two years in a row, my tickets were deemed invalid which caused my family to the first part of the event both years. This was very frustrating and humiliating. This year my husband was standing outside of the Falcon's stadium on the phone for over an hour trying to resolve the issue and get replacement tickets. He was with three children who were excited about going in. Buying tickets from StubHub is no better than buying from a ticket scalper.
When I finally spoke to [redacted], he referenced the StubHub Fan Protect Guarantee, told me that they fulfilled their commitment to find us replacement tickets and that it's not right for StubHub to give me free tickets, because they still have to pay the seller. Unbelievable! Pay the seller? Forget what the buyer had to go through, not to mention, I still do not know why the tickets were deemed invalid in the first place. It was also insulting for StubHub to refuse my full credit, but give me a $144 StubHub credit to use at a future event. Do they really think I would subject myself to the same debacle a third time?
In closing, StubHub did not sastisfy my complaint,and my advice to anyone reading this post is to choose a different company to buy event tickets. Being told no you can not be admitted, after you bought tickets, is humiliating, frustrating, and unacceptable. StubHub Fan Protect Guarantee is inadequate and a bunch of fluff.
Final Business Response /* (4000, 9, 2015/12/24) */
Thank you for the opportunity to respond to Ms. [redacted]'s Revdex.com rebuttal, 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.
As previously explained, Ms. [redacted] purchased 4 tickets to a Tampa Bay Buccaneers at Atlanta Falcons game on November 1, 2015 which she was unable to use because the tickets were deemed invalid by the venue. We were able to locate her upgraded replacement tickets at no extra charge for her to attend the game. Also for the inconvenience we issued Ms. [redacted] a 50% refund of $135.51 as well as a coupon of $65.95.
We understand Ms. [redacted]'s frustration with this situation, however our Fan Protect Guarantee states, if your tickets are not valid for entry we will find you comparable or better ticket to the event or offer you a full refund. Unfortunately, we do not offer both replacement tickets and a refund. As a one-time courtesy we have issued Ms. [redacted] a 50% refund and a coupon of $65.95. At this time we will not be providing any further compensation.
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 further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Final Consumer Response /* (4200, 13, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept StubHub's resolution. It is unacceptable for my tickets to be deemed invalid two years in a row for the same event. The first year I was not even offered a refund, but rather a credit that was used to purchase tickets the second year, but because those tickets were fake as well, I ended up getting swindled by StubHub both times.
My whole purpose of submitting this complaint is to allow other potential purchasers an opportunity to read my experience, and I appreciate The Revdex.com for allowing me to do just that.
In the end, the message I want to relay is this: buyers beware when purchasing your tickets through StubHub, because there is a chance that they will not work, ruining your special moment and costing you more money than you wish.

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case #[redacted]. I will provide information 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 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 ent[redacted]g 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.
 
In regards to [redacted] complaint, she purchased tickets on [redacted] to [redacted] for [redacted]. [redacted] contacted us the same day of the purchase to report that she selected different tickets then what she received. Upon review, we can see that [redacted] entered the purchase process and completed the process for the tickets that were received. With this information, we have confirmed that there was no site error that occurred. Per the terms of our User Agreement, all sales are final and buyers cannot change or cancel an order after the sale is complete. [redacted] was advised when contacting that the tickets could be resold back onto the site to recoup any funds lost and the sell fee could be waived if she does choose to do so.
We understand in this case that [redacted] feels the error was not on her behalf, however we do not have any evidence to show there was a site error that occurred when the purchase was made. As explained, we are not in a position to issue a refund as all sales are final.
 
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

Complaint: [redacted]I am rejecting this response because:
I bought four tickets for this event.  ONE of the tickets was not obstructed and the other three were.  It is my belief that they showed me information for the ONE unobstructed view and not the other three.  I did NOT see any indication at all that these seats were obstructed until I opened the package to get my tickets on the day of the show.  I tried to recreate the purchasing experience to see if I just missed it, but can not do so on their website (where I know I'm getting one unobstructed and 3 obstructed view tickets).  
Regardless, shame on StubHub.  I made a decision on these tickets in large part due to the huge picture on their website showing a "representative view" of the seats.  This was NOT a representative view as there was NO obstruction in the picture. They absolutely did have a picture from that balcony, and why, we might ask, didn't they use a photo with an obstruction in it?  Because people would not be as likely to buy the tickets, that's why.  It is deceiving.  
As to the coupon I was offered, for 20% off of more tickets, I'd like to analogize that to going to a restaurant where they serve horrible food.  You complain about the food, and in response, they would like to you to buy more horrible food, at a slightly lesser cost.  No thanks.  
I am not satisfied with the boilerplate language they threw at me to get me off their backs.  In my profession, as an attorney, I am used to reading fine print - that is my job.  If I didn't catch it, there's a good chance most other people aren't either and are just not willing to go to the trouble to complain about it. I am tempted to file suit, but the hassle is just too much for the cost we're discussing.  How sad is that to say? I work for myself, for free, and it is still too much of a hassle to pursue.  Who in their right mind, then, would hire an attorney to deal with this kind of deception?  No one.  And that's what StubHub is counting on.  Shame on you, StubHub, for taking advantage of people and deceiving people like that, knowing that nobody is ever going to take the trouble, hassle, and expense to bust you on it.  
[redacted]