Stubhub.com

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Thank you for the opportunity to respond to Ms***'s Revdex.com complaint, case XXXXXXXXI 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 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 with valid tickets, the buyer experience and the reputation of all our sellers sufferFor all sellers, we require authorization of a valid credit card prior to listing ticketsIf, 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 buyerOverall, failure by sellers to fulfill their responsibilities could result in penalties In reference to Ms***'s complaint, she purchased tickets to a Tampa Bay Buccaneers at Atlanta Falcons game on November 1, which she was unable to use because the tickets were deemed invalid by the venueMs [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 # XXXXXXXXXAlso for the inconvenience we issued Ms [redacted] a coupon of $ We understand Ms***'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 FancodeUnfortunately, we do not offer both replacement tickets and a refund We truly apologize for the frustration poor experience this issue caused for Ms***For the inconvenience we have offered to issue Ms [redacted] a 50% refund on the purchase in the amount of $as a one-time courtesyWe are currently awaiting Ms***'s response to our offer 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, 2015/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) My experience warranted a full refundTwo years in a row, my tickets were deemed invalid which caused my family to the first part of the event both yearsThis was very frustrating and humiliatingThis 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 ticketsHe was with three children who were excited about going inBuying tickets from StubHub is no better than buying from a ticket scalper When I finally spoke to ***, 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 sellerUnbelievable! 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 placeIt was also insulting for StubHub to refuse my full credit, but give me a $StubHub credit to use at a future eventDo 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 ticketsBeing told no you can not be admitted, after you bought tickets, is humiliating, frustrating, and unacceptableStubHub Fan Protect Guarantee is inadequate and a bunch of fluff Final Business Response / [redacted] (4000, 9, 2015/12/24) */ Thank you for the opportunity to respond to Ms***'s Revdex.com rebuttal, case XXXXXXXXI 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 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 As previously explained, Ms [redacted] purchased tickets to a Tampa Bay Buccaneers at Atlanta Falcons game on November 1, which she was unable to use because the tickets were deemed invalid by the venueWe were able to locate her upgraded replacement tickets at no extra charge for her to attend the gameAlso for the inconvenience we issued Ms [redacted] a 50% refund of $as well as a coupon of $ We understand Ms***'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 refundUnfortunately, we do not offer both replacement tickets and a refundAs a one-time courtesy we have issued Ms [redacted] a 50% refund and a coupon of $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 StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care Final Consumer Response / [redacted] (4200, 13, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept StubHub's resolutionIt is unacceptable for my tickets to be deemed invalid two years in a row for the same eventThe 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

Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ Thank you for the opportunity to respond to Mr [redacted] 's complaint, Revdex.com Case XXXXXXXXI understand that Mr [redacted] is concerned about a charge assessed to his credit card due to an issue with an orderI 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 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 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 business day which in this case would be on June 4th, 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 saleOn 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 GuaranteeAs 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 errorAt that time he was provided with a charge dispute formSellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted aboveWe understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurredIn this case, our total cost to make it right for the buyer was $Per our user agreement, Mr [redacted] would be responsible for this costHowever as a one-time courtesy, we have agreed to waive the charge and have refunded the $in charges that had been submitted to Mr [redacted] 's credit card on fileAt this time the tickets have been returned to Mr [redacted] and were delivered on June 11th, 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, 2015/07/13) */ (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 WednesdayI had facial injuriesThe doctor wanted to see how fractured my face and nose wasSo 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 surgeryI 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 / [redacted] (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 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 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." 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 nonfulfillmentHowever as a one-time courtesy, we have agreed to waive the charge and have refunded the $in charges that had been submitted to Mr [redacted] 's credit card on fileUnfortunately we are unable to provide any further compensation for this orderAt this time we do not have any further information to provide Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know [redacted] Executive Customer Care Team

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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 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 We want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim, advising that failure to do so would result in the charges being assessed to the order The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellers It is the seller’s responsibility to cooperate with an investigation and supply information As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets In reviewing this transaction, [redacted] sold two tickets for [redacted] on [redacted] **The buyer contacted us on [redacted] stating that one of the tickets was not valid and a new ticket had to be purchased at the event for entryOnce we collected all information from the buyer as noted above, we notified [redacted] of the reported issue and requested that she respond to us within hours and provide the 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 our User Agreement [redacted] provided information regarding her original purchase of the tickets, and was able to speak with a representative at the venue, [redacted] The representative confirmed that one seat was scanned earlier in the evening, and both tickets were scanned again when our buyer went to the gateAt that time one ticket was rejected as it had already been scanned We recommended [redacted] contact where she purchased the tickets as one was not valid for entry As our buyer was not able to use one ticket for this event, [redacted] was not paid for the ticket 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

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 might help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events As a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual seller 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 In reviewing [redacted] account, she created a new account with a different email address in January [redacted] and used that new account to place order in January The tickets were delivered to the new account in February [redacted] and were available for [redacted] to print at her convenience When [redacted] contacted us initially, she provided contact information for her older account Our agents were having difficulty locating the order information because the older account was not used to purchase the tickets mentioned in this case I apologize for the inconvenience that was caused in this case While we understand [redacted] is requesting a full refund for this order, we are unable to accommodate this request at this time [redacted] has filed a dispute with her bank, which is currently in review [redacted] may wait for her bank to finish their investigation, or may contact the bank and ask them to drop the disputeAs soon as [redacted] bank has dropped the dispute, we'll then fully refund this purchase, including service and delivery fees We also understand that [redacted] is requesting replacement tickets in addition to the refund Under the FanProtect Guarantee, we will provide a refund or FanCode for future purchase; or replacement tickets The event is now over, and we would not be able to offer replacement tickets We are happy to discuss compensation with [redacted] As previously stated, we will discuss this with her after her bank has dropped the dispute Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Chandra 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 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 tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll 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 completeAs 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 AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: www.stubhub.com/user_agreement After reviewing [redacted] complaint, he purchased three tickets to the [redacted] at [redacted] game that was scheduled to take place on [redacted] ***The venue rescheduled the game due to inclement weather, and the game was instead played on [redacted] ***Per section of the StubHub User Agreement, refunds will not be issued for postponed events unless they are ultimately cancelledThe FAQ section of the StubHub website also has this same informationIn this case, the game was played on [redacted] and was not cancelled Because we are a fan to fan marketplace, as explained above and in our User Agreement, all sales are final unless the seller does not fulfill as listed or the event is canceledAs this event was rescheduled, and the tickets were valid for the new date, a refund will not be provided 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

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted] I have reviewed this matter and understand that to [redacted] is dissatisfied with the price paid for tickets to a [redacted] at [redacted] game on our websiteI 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 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 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 [redacted] 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 eventsAll prices are listed in US Dollars and are non-negotiableAll 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 DollarsOnce 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 institutionStubHub 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 to [redacted] complaint, It appears 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 placedFor instance, when on our StubHub.ca website, [redacted] would have received a pop up notification notice stating the following: “Thanks for stopping by StubHub.ca! All prices are in US dollarsIf 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 to [redacted] accepted when He completed the purchase on our websiteSince 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 to [redacted] with a refund for the difference in exchange rates 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

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 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 AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement In reviewing [redacted] sale and listing, he listed four tickets for [redacted] on [redacted] Two tickets sold on [redacted] and two tickets sold on [redacted] and shortly after each sale, [redacted] uploaded his tickets to his saleUnfortunately, the same tickets were uploaded to both ordersOn [redacted] 25th, one of [redacted] buyers contacted us as they had been rejected at the gate Due to the number of transactions that occur daily on our website, we are not able to individually review all ticketsOur PDF Parser does not allow scans or copies of tickets, but may not be able to verify the section, row, and seat numbersThis is additionally difficult as General Admission listings may have different seat numbers listed than printed on the ticketsThat’s why our seller policies explain that sellers are responsible for ensuring the tickets they provide are the correct tickets for that saleWe do not guarantee that our system would notify you that the tickets you uploaded are incorrect; sellers are accountable for confirming their ticket details Our User Agreement explains that sellers are liable for all costs StubHub incurs when an order is canceledIn this case, our total cost to make it right for the buyer was $ [redacted] As a courtesy, we reversed $ [redacted] of this chargeAs one buyer was not able to attend, [redacted] will not be paid and the remaining charge will stand 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] 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 for [redacted] - [redacted] vs [redacted] on [redacted] This order sold on [redacted] and [redacted] contacted us on [redacted] and stated the tickets had been canceled and would not be validAs explained above, we had obligations to meet for the buyer under our Fan Protect GuaranteeAs a seller, [redacted] is responsible for these costsIn this case, our total cost to make this right for the buyer was $ [redacted] As a one-time courtesy, this charge has been fully reversed 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] 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 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 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 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 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 In reviewing [redacted] provided order numbers, these orders were both canceled due to security reasonsOrder***-***-***was for seats and 312, and order***-***-***was for seat Our automated security features canceled both of these orders, so [redacted] was provided a full refund for both of these purchasesOn a second account, [redacted] completed order***-***-***where he repurchased seat This is the only valid order [redacted] has, and the ticket for this order, seat in row MM, has been reissued to [redacted] name and is valid for entry As [redacted] has already been provided a full refund for both order numbers provided, and has one valid purchase for one ticket as desired, there is no further refund to be provided at this time 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

(The consumer indicated he/she DID NOT accept the response from the business.)The legal definition of fraud is "A representation of a matter of fact--whether by words or by conduct, by or misleading allegations, or by concealment of what should have been disclosed--that deceives and is intended to deceive another so that the individual will act upon it to her or his legal injury." It does not matter if it is a family member, a friend, a coworker or a complete strangerFraud is fraudNot only is this bank fraud, but it is also bad faith on the part of StubHubA police report has been filed and a detective is actively investigating, which is something the bank AND StubHub failed to do properlyThis is bank fraud and bad faith, plain and simple

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 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 AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement The tickets that [redacted] originally listed for the [redacted] event had already sold when he listed them up for sale again, and this resulted in a duplicate saleWhen [redacted] listed the tickets the second time, the first sale was completed and would have shown up for [redacted] to see under the ‘Completed Sales’ tabThere were no errors found to have occurred at the time of this sale that would have prevented [redacted] from seeing his completed sale in his StubHub account Per the StubHub User Agreement and Seller Policies, [redacted] was charged a penalty fee due to the fact that his tickets had double sold, and because this had caused the second buyer to be unable to access the eventUnfortunately, since there is no evidence of any site errors occurring, this fee will not be reversed Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Britney 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 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] canceled sale, he listed tickets with us on [redacted] for [redacted] on [redacted] **These tickets were listed as section 2nd [redacted] 2, Row J, Seats and When listing on StubHub, all tickets listed must be consecutiveWhile in the listing process, before creating any listing, our site states “By listing tickets on our site, you’re agreeing to our Seller Policies.” If users are unfamiliar, they can click on the words “Seller Policies” to read moreThe third outlined policy states, under tickets you are not allowed to list, “tickets for non-consecutive seats”Tickets listed on our website must always be consecutive so if a buyer purchased all tickets in the listing, their seats would be together As [redacted] listed non-consecutive seats, this cancellation is validIt is every sellers responsibility to make sure their listings are accurate and follow our seller policies 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 GuaranteeAs explained above, this includes a 40% charge when a sale is canceled or the cost of replacement tickets for the buyerIn this case, our total cost to make it right with the buyer was $ [redacted] As a one-time courtesy, we reversed this charge by 25% and provided [redacted] a $ [redacted] refundAs this consideration has already been provided and this cancellation is valid, no further compensation will be provided 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

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

Complaint: [redacted] I am rejecting this response because: I disagree with the response from Stub Hub, as they stated that, I made a charge back with my Credit Card company this is correct I did because I never made the purchaseStub hub is stating that the charge came from my IP address and my social media accounts?? How is this possible when in fact I don't have any social media accounts at all and haven't since ***, also we use WIFI at home, with that being said, I find it very interesting that Stub Hub would go out of their way and flat out lie on several occasions nowI ask them to pull the recording from the last time I called them regarding this chargeOn the phone call the customer rep, admits that the tickets were never scanned in nor ever mailed to meAlso no rep ever sent an email me to me eitherAlso my credit card company told me it was STUB HUB that also told them that the tickets were in fact used and scanned during the eventStub hub has continued to lie on several occasions and I demand a refund before I seek legal help in this matterSincerely, [redacted]

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

This copy and paste ridiculous messageThey call me MrShepherdThis is ridiculousI selected the 27th and received the 26thIt isn't a matter of how I understood itIt's a matter of the date that was reflected in pixel form on my monitorThe tickets I purchased said the 27th.Complaint: [redacted] I am rejecting this response because:Sincerely,Wesley [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case XXXXXXXX I understand the concerns noted and will address this issue as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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 We allow our sellers to set their own price for their ticketsHowever, we hold them responsible for complying with all applicable local, state and federal laws for ticket resaleOur User Agreement also states, "As a marketplace, StubHub does not own the tickets on the Site nor does it set prices for ticketsBecause sellers set ticket prices, they may be higher than face value." We would like to assist Mr [redacted] further but we are not able to find an account under the email address or phone number he included in his complaintWe do though hope this gives Mr [redacted] a better understanding of our marketplace If I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: StubHub has again asserted that I claimed to have paper tickets Below is a link to a video screen grab of the listing process on StubHub It clearly proves that no question is asked concerning the format of the tickets (paper/electronic) I never claimed to have paper tickets, StubHub's claim is completely false StubHub further claims that even if I did not claim that I was selling paper tickets (I did not) that all sales are assumed to be paper tickets because their User Agreement states that no electronic ticket/flashseat ticket sales are allowed on StubHub The video screen grab above proves that in fact, the majority of their ticket sales for my event are FlashSeat sales StubHub further claims that they are running a "pilot program" selling FlashSeats which excuses them from following their own stated User Agreement and Seller Policies A simple investigation on their site shows that StubHub has in fact been selling FlashSeats since at least *** Even if electronic ticket sales were not the majority of their business, even if electronic ticket sales were a brand new policy, StubHub would still be obligated to operate within their own stated User Agreement and Seller Policies To show one policy and operate under a different policy is grossly misleading and deceptive Charging fees to me for not following the policy while simultaneously breaking that same policy is grossly misleading and deceptive [redacted] I am not satisfied with StubHub's response and I will continue to work to recover the $ [redacted] penalty.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/12/01) */ Thank you for the opportunity to respond to Ms [redacted] 's Revdex.com complaint, case XXXXXXXXI 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 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 with valid tickets, the buyer experience and the reputation of all our sellers sufferFor all sellers, we require authorization of a valid credit card prior to listing ticketsIf, 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 buyerOverall, failure by sellers to fulfill their responsibilities could result in penalties In reference to Ms [redacted] 's complaint, she purchased tickets to a Detroit Red Wings at StLouis Blues game on November 21, which she was unable to use because the tickets were deemed invalid by the venueAfter receiving the report of the invalid tickets we attempted to locate Ms [redacted] replacement tickets under the terms of our FanProtect GuaranteeUnfortunately, at that time there were no replacement tickets available and we issued Ms [redacted] a full refund of $to her credit card and an additional coupon of $for the inconvenience We truly apologize for the frustration and poor experience this caused for Ms [redacted] We understand her concern and we do have security measures set up to screen our sellers prior to listing or selling ticketsSellers are also held 100% liable for anything that happens with their ticketsWe take these situations very seriously, an investigation has been opened to review the seller and we will take the appropriate action against the seller Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for the opportunity to respond to [redacted] complaint, BBB 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 ticket marketplace which enables fans to buy and sell tickets to... sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement may be found at www.stubhub.com/user_agreement. 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. In reviewing [redacted] complaint, he purchased tickets for a [redacted] concert on 9/10/**. He contacted us on 6/30/20 [redacted] stating that he saw the same tickets that he purchased were available for sale on [redacted] . When situations like this arise, our Trust & Safety team will review the order to verify ticket validity. We reached out to [redacted] on 7/5/ [redacted] after our Trust & Safety team had reviewed the order and offered [redacted] replacements under our FanProtect Guarantee. [redacted] opted to receive a refund instead. We then cancelled the order and issued a full refund of $ [redacted] to [redacted] credit card on 7/5/**. Refunds typically take 3 to 5 business days to post on credit card statements. We apologize for the experience that [redacted] had while purchasing tickets on StubHub. Our Trust and Safety team proactively reviews listings to prevent our buyers from experiencing issues. If I can be of any further assistance, please let me know. Sincerely, Chandra StubHub Executive Customer Care