Stubhub.com

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 eventsAs a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party sellerSellers set the price for tickets they have listed on our siteIn most cases, the prices found on our site will differ from face valueSellers may set their ticket prices based on market value, popularity of the event, and seat locationHowever, pricing may also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of eventsUltimately, supply and demand dictate successful sale pricesIt is important to consider that 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 As we are an open marketplace for tickets, we do not restrict our sellers in regard to ticket pricingHowever, it is the seller's responsibility to abide by the StubHub User Agreement and list tickets in accordance with all applicable local, state, federal, and international laws, statutes, and regulationsA copy of our User Agreement is enclosed The way pricing is displayed on the site is defaulted to show prices that are set by sellers before feesWe provide a filter option in the top right corner of the ticket list which allows buyers to change to view the tickets with the fees included, by checking a box that says: Show prices with feesFees may vary, but buyers can always review the applicable fees for their order before buying their ticketsAll the information on pricing is available in the Customer Support section on our website or someone may contact our Customer Service team with any questions on pricing On the checkout screen, buyers are shown the full price including all feesWe provide the option to see a breakdown of these fees prior to completing the purchaseWhen ‘Pricing Details’ is selected, buyers are shown the ticket price as well as the total fees separately which also displays messaging at the bottom that reads: Includes all applicable service, delivery, and transactional fees At the time [redacted] placed the order for the [redacted] ***, she was also provided this same option to display the fees breakdown which could have been selected prior to placing the orderThe seller of the tickets [redacted] purchased in section Lower Endzone 122, row BB, seats 23,had listed these as [redacted] deliveryAll sellers are presented the option to list their tickets with different delivery methods, depending on the event and the types of tickets available however all sellers can only select one type on each listingTickets are displayed on site with the selected delivery method shown underneath so buyers are able to see this information prior to entering the checkout screenThese particular tickets displayed [redacted] delivery underneath the listing, and this information was also displayed on the checkout screen [redacted] had the option to go back and select alternate tickets prior to completing the purchase if delivery via [redacted] was not desired The purchase and fees are valid as this information was in fact available to [redacted] prior to completing the purchaseDue to this, we cannot waive the fees charged and are not in a position to issue a refundThank you for the opportunity to provide specific information about StubHubIf I can be of any further assistance, please let me know.Sincerely, Andrea StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: You are proving my point that the email explicitly stated the **% charge, with an arbitrary caveat of how stubhub MAY charge more according the the legal jargon you hide in your terms and conditions A **% charge, which would have been around $**and a replacement cost of $ [redacted] is SIGNIFICANT and MATERIALLY different and should have been disclosed BEFORE an action is done How is this ethical? I have never cancelled a sale before this, I have no past history of abuse, I have ordered tickets and sold numerous tickets with Stubhub with no issues until then It was an honest mistake Sincerely, [redacted] ***

Thank you for the opportunity to respond to MrRosenberg’s complaint, Revdex.com Case [redacted] 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementA copy of our User Agreement may be found at [redacted] 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 passesPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept 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 MrRosenberg’s account, he contacted us on 01/29/stating that he did not mean to make the purchase of tickets for the completed order on his accountMrRosenberg was informed that all ticket sales are final and that he had the option to resell the tickets he purchasedThis option to resell the tickets comes with the sell fee waived so MrRosenberg would be able to list his tickets for the price he purchased at and be able to make back all the money he spent once the tickets soldIt appears that instead MrRosenberg decided to file a charge back with his payment methodThis resulted in his StubHub account being locked, as this is a violation of the User Agreement of our site, which all buyers must agree to before shopping for ticketsAccording to our records the charge back has been closed in StubHub’s favor as the order was validWhich would allow his StubHub account to be reactivated and he could still list his tickets without the sell feeAs this is a valid purchase, StubHub would not be in the position to offer a refund, but the offer to relist the tickets without the sell fee stands now that the charge back has been cleared Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Chris [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] BBB complaint, case [redacted] . I understand the concerns noted and will address the 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. 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. By accessing or 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. When users are browsing our website for tickets, prices will be displayed as price per ticket without fees included. Buyers browse event pages seeing the price as listed by sellers. Our variable service and delivery or handling fee will be added to the total at checkout, and buyers are presented with their total price for all tickets and fees before completing their order. StubHub used to have a feature called All-In Pricing that displayed listings with the total price per ticket including all fees. This feature was changed in August 2015. While this feature was in place, as buyers always saw tickets with fees included, there was a feature for sellers to see the price of their ticket after fees. As this is no longer the default view for buyers, this feature was changed for sellers as well. 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: Where to begin? First, you will notice that the aforementioned business is saying that 6/5/(Sunday) is a business dayThis is the manner that they handle businessAlso, as I mentioned in my original complaint, everything on their confirmation email was followed and the tickets were dropped off in a UPS (their chosen carrier since they sent me the label) drop boxSo, I don't think that not only any charges shouldn't have been on my credit card, but also the transaction should've been fulfilled I also was told by the representative (***) with StubHub that the tickets' buyer had hours to return the tickets (event would've been past anyway) and that if the seller wouldn't return them, he would get charged for them and the transaction would've been fulfilledAfter a week, the tickets still have not been sent and when I called this TERRIBLE business I was told that they DO NOT guarantee the return of tickets I was never paid forThey, in fact, now expect me to do research on whether my tickets were used by the buyer to proceed forwardI honestly do not understand how they expect me to do ANY more legwork when the screwup is clearly on THEIR carrier's choice and not mine I still expect a refund on the face value of the ticket I have lost due to doing business with these people Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: it should not be the customer's responsibility to search for the hidden fees, especially a first time user. The fees should be prominently displayed on the first screen so the customer can decide as quickly as possible. Full price disclosure by Stub Hub is necessary for the customer to make a quick decision. If you do not know (do not see that icon) to search on "show fees" you have to go thru all the payment questions to get to the total amount of the purchase. This practice of hiding fees is similar to hotels and should not be allowed. Stub Hub should show fees as soon as you click the seats, that is unless the purpose of hiding them is to bait customers and draw them into the payment section of the website. Sincerely, [redacted] ***

Thank you for the opportunity to respond to [redacted] rebuttal, Revdex.com case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies As previously noted, per the terms of our User Agreement all sales are final [redacted] listed and sold the tickets prior to the announcement of the retirement of [redacted] jersey on [redacted] and at this time the prices of tickets have gone up in priceIf [redacted] does choose to cancel this sale, he would be held liable for the cost of replacement tickets which is also stated in our User AgreementI do understand the frustration along with this sale, as there has been a change made to this event however, we are not responsible for any changesPlease refer to the seller section of the User agreement as well which also states that you cannot drop an order at one price to list at a different priceIn addition, as stated previously StubHub is a fan to fan marketplace and in some cases if a fan cannot attend they are allowed to relist the tickets back onto the site and the new seller can list the tickets for whatever they choose, this is usually comparable to what tickets are selling for on site Again I do apologize for the negative experience [redacted] has experienced when listing the tickets on site, however we cannot cancel this order or prevent a buyer from purchasing tickets and relisting them back onto the site at a higher dollar amount Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add Sincerely, ErinStubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2016/02/19) */ Thank you for the opportunity to respond to Ms [redacted] 's complaint, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Ms [redacted] is dissatisfied with the price paid for tickets to a AC/DCI 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf 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 refundFor 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 AgreementOur 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 passesExcept 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 finalAs 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 AgreementA 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 pricesIn most cases, the prices found on our website will be based on market value, popularity of the event, and seat locationHowever, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of eventsAs we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face valueIt 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' businessWhen 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 regulationsAdditionally, 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 PolicyYou are buying tickets from a third party; StubHub is not the ticket sellerPrices 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] concerns stated in the complaintHowever the listed ticket price was accepted when she completed the purchase on our websiteThe section Lower Row AA were also the correct tickets that she orderedNowhere on the listing did it state that these tickets are the first rowSince 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 purchaseAs a onetime courtesy, we are willing to offer Ms [redacted] a coupon valued at 50% of their purchase prices for future use on our siteMs [redacted] has accepted this offer and it has been applied to her accountThis coupon is valid until 18-Feb- Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I chose to accept business response as there was no other options provided and I wanted to get at least some money back from tickets, even if it was in the form of a creditOnce we use the credited amount for yet another show we will no longer use Stub Hub, ticket mark up prices are outrageous and I would caution anyone to contact venue directly for tickets when able, or be prepared to pay over for dollar seats

Complaint: [redacted] I am rejecting this response because: Thank you for taking the time to respond to my complaintWhile I understand your policies and the way the business operates, I do feel that this situation warrants an exceptionThe tickets were purchased in error and the event was not attendedStubHub is providing a service to its customers by being a third party between the buyer and seller and in doing so, I feel it is the right thing to do to protect its buyers as much as its sellers and honor a refundWhile I understand the policies, I am extremely disappointed in the customer service and will not use StubHub again, and will warn others of using the service as wellThere are plenty of other ticket outlets out there.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Thank you for the opportunity to respond to Ms [redacted] 's complaint, Revdex.com Case XXXXXXXXI 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou 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 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 cooperateWe 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 tickets to a concert on September 27, 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, and requested that she respond to us within 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 of our User Agreement Ms [redacted] responded within hours and provided us with documentation showing she had purchased the tickets from TicketmasterShe also explained that she had problem uploading the tickets to our websiteHowever after reviewing the order it appears Ms [redacted] had successfully uploaded the tickets to the order on September 28, and that should not have affected the validity of the ticketsWe 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 themSince we did not receive the needed documentation within the hours we provided, Ms [redacted] was charged $to recoup the payment of the sale and $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 StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (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 claimThis 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 backIt 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 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 ***At that time, I was informed that I did not provide the information they needed within the day time frame, therefore they would be charging my cardWhen 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 rememberI 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 claimIn addition, I was told that if I wanted a copy of a recorded conversation then I would have to obtain that through arbitrationI 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 actionHow 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 purchaserI 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 / [redacted] (4000, 9, 2015/11/24) */ Thank you for the opportunity to respond to Ms [redacted] 's rebuttal, Revdex.com Case XXXXXXXXI 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement As previously explained, Ms [redacted] sold tickets to a concert on September 27, 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 invalidThis resulted in Ms [redacted] being charged $to recoup the payment of the sale and $for the 20% penalty feeOur User Agreement states, "It's up to you to make sure the tickets you list for sale on StubHub are validIf 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 invalidSince 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 notedWe do not have anything further to add Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of any further assistance [redacted] 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 yearThat is perfectly fine if you add a new section, however you need to remap this historical comparable tickets to account for this new sectionIf 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 yearYou can clearly see that stubhub updated the name of this sectionTherefore 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 yearThis is not fair to your customers Please reach out to me to fully understand the issueI just want it resolved at this point Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: STUBHUB states that I violated the terms of their agreement when in fact I did not, it was an error and at this point STUBHUB is using the term violation as a way to justify error in the situation. They state that their Trust and Safety team reviewed the information but it doesn't make any sense as to how they came up with their final decision. They asked me to send them copy of the tickets I was selling, which I did showing PIT tickets, then they asked me to send them copies of the refund receipt for those tickets from the third party vendor of which I originally gotten them from, given the error in ticket seating, and again I did. So I am pretty confused as to how if they have that information and correctly looked at it, how they cannot see an error in the situation and that it had nothing to do with me as I paid for PIT tickets and got what I thought were PIT tickets and in-turn have the right to charge me the ridiculously amount of fees. At this point they are just using violation and just a bunch of nonsense to justify scamming me out of $528. Plus in their comment section, they mention certain details cannot be mentioned due to privacy issues. At this point what is there to hide? Clearly a scam is going on here and they are using privacy issues and violation as a way to justify keeping the $528 they took from me. Plus, when trying to speak to their different departments that was handling this situation, I was told several times from the customer service rep that it was all internal and I couldn't speak to anyone. Now one would think if they were performing a true investigation, speaking to me would be part of that investigation to get the exact details as a true investigation cannot be performed correctly without speaking to the person about the problem instead of reading notes from a third party customer service rep and going off of other details. Clearly this company is trying to pull over a fast one and refused to even speak to me during the investigation process. This company needs to be investigated for its practices as they aren't following proper protocol in the way an investigation is performed. Plus there is no process as to speak to anyone beyond a customer service rep for certain issues that arise beyond a customer service representatives scope. Enclosed are the confirmation of tickets ordered, the actual tickets themselves showing PIT seats and the refund for the tickets, as requested by STUBHUB. Clearly the tickets were for PIT and were purchased and even received as PIT tickets and yet STUBHUB acts as if I was in violation. My tickets were for PIT and were listed as PIT. Their system was the ones detecting otherwise and now they are blaming me for not being complaint when the documents themselves show compliancy. Sincerely, [redacted] Braddix

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 eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou 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 buyerIn cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements In reviewing [redacted] sale, he sold two tickets on November 1stOn November 2nd he reported that he would not be able to fulfill the order and it was canceledOur 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 GuaranteeIn this case, our total cost to make it right for the buyer was $ [redacted] We understand that things happen and mistakes may occurPer our User Agreement, MrHentsch would be responsible for this costHowever, in reviewing [redacted] StubHub account, we can see this is his first canceled sale and have fully reversed this cancellation charge Thank you for the opportunity to provide specific information for this caseIf 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 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 eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou 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 suffersPer 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 buyerIn 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 reviewing [redacted] complaint, [redacted] double sold tickets for the event on [redacted] *** [redacted] listed listing [redacted] on [redacted] and listing [redacted] on [redacted] **, in which he received both confirmation emails after the listings were complete We received contact from the buyer of [redacted] listing [redacted] advising that they were not allowed into the venue as the tickets were deemed invalid as they were already scannedSince [redacted] provided invalid tickets, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, [redacted] was held liable for a portion of the costs we incurred to make it rightAs a seller on StubHub, [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listedWe understand that mistakes may occurAlthough [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of those costs on this order Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case # [redacted] 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 eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf 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 At this time we do not have any further information to provideAs we acknowledged that [redacted] was not responsible for any faults due to his experience, we have already refunded [redacted] order which processed on May 12th Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Natalia StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because:For the same reasons in my last responsethe web page listing showed the tickets were sold as 'General Admission' and 'VIP'I was assured by customer service chat that the amenities listed in the VIP description were included, otherwise I would not have purchased the tickets at allSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The [redacted] is calling this event cancelledIt has not been rescheduled and there is no indication it will be Therefore, StubHub should follow their policy about cancellations, not about postponements as a postponement assumes a rescheduled event, which is not the case with this [redacted] concert Both the promoter ( [redacted] ) and [redacted] herself (on her website) have said fans can receive a refund for these cancelled events Sincerely,Joseph Wallace

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 eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement In reviewing [redacted] purchase, she purchased tickets listed as section Floor for [redacted] on Ice on [redacted] Due to a mapping error, the tickets were actually in section Lower We provided [redacted] a new set of tickets listed as section Floor Unfortunately, this listing was also affected by the same error and the tickets delivered were not for a floor section On [redacted] [redacted] spoke with a supervisor who found new tickets to offer as replacements againBefore providing the replacements, this representative confirmed with the seller that the tickets were actual floor tickets [redacted] was provided the tickets from that listing and the actual floor tickets were delivered on 11/ At this time [redacted] has floor tickets as desiredThank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement In reviewing [redacted] sale, he sold two [redacted] tickets for [redacted] Due to the high profile of this and several other theater events, we are currently delaying payments for these high profile events until after the event passesWe are working on relaying this information correctly in our Seller Policies and User AgreementAs [redacted] was not given notification prior to selling his tickets of this delay, as a courtesy we have processed his payment earlyPlease allow 2-business days from 1/for this payment to be received Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ Thank you for the opportunity to respond to Mr [redacted] ' complaint, Revdex.com Case XXXXXXXXI understand that Mr [redacted] is upset due to a charge on credit card for tickets he did not receiveI can understand his concerns and will provide information as it pertains to StubHub processes and policies It might help to explain that StubHub is a secondary ticket marketplace websiteAll 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 ticketsOur FanProtect Guarantee for buyers states "You will get your tickets in time for the eventYour tickets will be valid for entryYour tickets will be the same as those you orderedIf any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund." In reviewing this complaint, Mr [redacted] stated that he selected to purchase two tickets on our site for $and during the purchase process he received a message the tickets were no longer available, however he was still chargedAs StubHub is a live site, there are times when you will attempt to make a purchase and someone else may be trying to purchase the same tickets and this will cause an error which advises that the tickets are no longer availableAny charges during this process would be an authorization and not an actual charge, this authorization should fall off the credit card within - business daysWe have reviewed Mr [redacted] ' account with our payments department for the charge of $179.00, however we do not see a charge on his account for this amountIf the authorization was not released, Mr [redacted] will need to provide us with further documentation to review such as a picture of the bank statement which shows that he was charged $and that charge was never released or any other documentation which shows the charge is still on the account Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care