Stubhub.com

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case *** 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 *** *** complaint, she sold two tickets on *** *** for the Impractical Jokers event that took place on *** ***The tickets were delivered to the buyer at the time of the purchase, and *** *** payment began processing the next morningUnfortunately, the *** email address that had been provided by *** *** during the listing process was, unbeknownst to StubHub, incorrectOn *** *** *** *** payment was completed and deposited into the *** account that *** *** had initially provided*** *** contacted us on *** *** to let us know that the *** email address that she had initially provided was incorrect, and provided us with the correct *** email addressOn *** *** our payments department voided the original payment and attempted to re-issue the payment to *** ***, however at that time a system error occurred which prevented the system from re-issuing the paymentThe technical team was notified of the error, and on*** *** the payment was able to be re-issuedUnfortunately, the payment was re-issued to the original *** email address in errorThe payment went unclaimed, *** *** then contacted StubHub to find out why she had not received her paymentAt that time, a StubHub supervisor told *** *** that her seller’s fee would be waived due to the inconvenienceOn *** *** it was discovered once more that *** *** payment had been issued to the incorrect email address, and the payment was re-issued to the correct *** email address
At this time, *** *** payment is processing*** payments are typically received by StubHub customers 3-business days after they begin processing, and unfortunately there is no way to expidite this process*** *** will receive her payment of $*** to the *** email address *** between *** *** and *** *** ***
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 *** *** complaint, Revdex.com Case ***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 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 www.stubhub.com/user_agreement.Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the Seller to purchase those tickets or related 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 *** *** account, she contacted us on *** stating that she did not make the purchase of the *** *** at *** *** *** tickets for the completed order on her accountOur Trust & Safety team reviewed the order and account information, the IP address associated with the purchase, and prior purchase history for *** ***Based on this review, our Trust & Safety team determined that this was a valid purchaseA credit card already on file on the account had been used to place the orderTo complete any orders using credit card as a payment option, the CVV or security code of the card must be entered prior to completing the purchaseA representative from the team sent an email for *** *** at the email address she provided advising the purchase was valid Since this was a valid purchase, we cannot provide a refund to *** *** per the terms of our User Agreement. If I can be of any further assistance, please let me know.Sincerely, AndreaStubHub Executive Customer Care

(The consumer indicated he/she DID NOT accept the response from the business.)I did not make this purchase and I don't care what Stubhub's policies are regarding declaring a purchase fraudulent versus validThis is simply a case of bank fraud and bad faith on the part of the bank AND StubhubStubhub's refusal to properly investigate this claim is an issue ALL Stubhub users need to be aware ofThey have their stolen money, why should they investigate? Because what has happened to me is WRONG! Until they return my money, I will not consider this claim or any claims forthcoming in court resolved

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***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 *** *** StubHub account, he attempted to reset his password multiple times which caused issues saving one password and allowing *** *** to loginLater this same day, a representative reset *** *** password for him and reached out with a temporary password*** *** confirmed he was able to login to StubHub.com and reset his passwordFor the inconvenience, we also provided a $** coupon
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 *** *** Revdex.com complaint, case ***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
In reviewing *** *** purchase, she ordered twelve tickets for *** *** at *** ***These tickets are in Section View Deck II 431, Row We are partnered with the *** *** and *** *** tickets were reissued to her once purchasedAdditionally, the map we have on site and images available for buyers come from the *** ***They provide us with images and information on their venue as part of our partnership
When *** *** contacted us on *** **, we explained that the venue does not consider the tickets purchased to be obstructed viewFor all obstructed view tickets, venues print the disclosure on the ticketsAs these tickets have no disclosures printed on them, they are not considered obstructed by the venue and thus would not be listed on our site with that disclosed
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 these tickets were listed correctly and no site error occurred during the purchase, this order is validIf *** *** does not wish to keep these tickets, she can list them for sale on our website and sell them to another fanAs a one-time courtesy, we have waived the 10% fee that sellers typically pay on our siteIf *** *** chooses to resell these tickets, she will be paid the full amount they are listed for
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

Complaint: ***I am rejecting this response because:
I clicked to order Hamilton tickets and after entering my CC information it had me on a loading screen for well over an hour before timing outI did not click on stomp tickets, I did not want stomp tickets, I did not order stomp tickets.
Sincerely,*** Garvin

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***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 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 AgreementYou may also find a copy on our website at www.stubhub.com/user_agreement
In reviewing *** *** purchase, he purchased two tickets on *** for a *** *** ***s game on *** Shortly after the sale on *** 10, *** *** seller contacted us to let us know the tickets were listed in the incorrect section and he was unable to fulfill the orderWe sent this issue to our replacements team and we did not have comparable tickets to offer *** *** at that timeAs we were unable to provide him with comparable replacement tickets, we fulfilled our Fan Protect Guarantee by instead providing him a full refundOur User Agreement, as explained above, states that we will either find comparable replacement tickets or provide buyers a full refund in the instance a sale is unable to be completed as listed
At this time *** *** has been provided with a full refund on this orderHe can repurchase tickets if he chooses
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 MrSchramm’s complaint, Revdex.com Case***I will provide information as it pertains to StubHub policies
After looking into this purchase and the contacts made to Customer Service by MrSchramm associated with it, there were certainly some issues I would like to addressI would first like to apologize again in the delay in getting MrSchramm’s tickets to himThis is not an experience we would want for any of our customers and the processing of this purchase should not have taken as long as it didAlso, to StubHub’s knowledge at the time of the game Heinz Field should have been equipped to scan tickets off a mobile deviceBased on MrSchramm’s experience we see this may not be the case, and while StubHub is not in control of how venue’s choose to have the tickets displayed for scanning, we want to provide you with accurate information to make sure our buyers have a great experienceWhile this is a valid purchase and StubHub would not be in a position to refund MrSchramm in full, I would like to offer to refund the purchase fee of $This would be the portion that StubHub would make on this transaction that occurred through our marketplaceMrSchramm’s seller fulfilled this order correctly and shouldn’t be penalized for issues that occurred through interactions with StubHub and the venue staff who insisted MrSchramm print his ticketsThat being said, we understand the frustration this issue caused and would like to help make it rightPlease let us know through the next response if this solution would be satisfactory
Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance
Sincerely,
Chris ***
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** complaint, Revdex.com Case # ***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 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 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 our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related 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 policy
In regards to *** *** complaint, he purchased tickets on *** 1, *** to the *** *** *** *** Game: *** *** at *** *** to the game on *** 8, *** *** contacted us the day after the purchase to report that when he selected tickets in Upper Level Sideline 507, Row AA he had used a filter on the StubHub app to display the row in order from low to high, but after the purchase was made he had realized that the Row AA is behind Rows A-Z in this section.
We have reviewed the purchase and the map provided on our site for this event and the map has row indicators showing that the rows in the section he had purchased for display Rows A-Z with Rows behind themSince this information is noted on our map to indicate where the rows are located, this information was in fact provided to *** *** prior to completing the purchase
This information was also provided to *** *** in a confirmation email that was sent immediately after the purchase was madeWith this information we confirmed that there was no site error that occurredPer the terms of our User Agreement, all sales are final and buyers cannot change or cancel an order after the sale is completeThis was explained to *** *** and we offered him the option to relist his ticket on StubHub and waive the selling fee if he chose to do so, which *** *** has since done for the opportunity to resell the tickets to another buyer on StubHub
We understand in this case that *** *** feels the error was not on his behalf, however we do not have any evidence to show there was a site error that occurred when the purchase was madeAs previously explained, we are not in a position to issue a refund as all sales are final
Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance
Sincerely,
Andrea
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:Stubhub has predatory practices that invites people selling tickets to purposely make mistakes so they may collect from them for offering no service in returnI still have not been refunded the amount that I was told I would be refundedAlso I was told by numerous employees of Stubhub that my card would never be chargedLow and belohd days after I was told that I would not be chargedThey charged my cardi am infuriated with stub hub and plan to take my complaints as far as I canI have already contacted the attorney generalStub hub purposely puts a default on ticket listings that is wrong 100% of the time for this eventI am owed my money back from stub hub which they still have not refunded to me after being told that I would not be charged and $*** for the loss of my sale due to Stub hub putting a default auto seat fill that is wrong literally 100% of the time for the venue. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for the opportunity to respond to Mr*** complaint, Revdex.com 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 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***'s complaint, when the tickets in question were sold on August 24th, 2015, a confirmation email was sent immediately notifying Mr*** of the saleIn the email provided, we also provided Mr*** 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." Mr*** contacted us immediately notifying us that the tickets were given away and no longer availableWe needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, Mr*** was not paid for the order and he was charged the 20% fee for nonfulfillment
On August 25th, 2015, Mr*** called in wanting to dispute the charge as he claimed he deactivated the listing before it soldAt that time he was provided with a charge dispute form which our customer service representative helped him fill outWe reviewed the charge dispute form it was determined the charge would not be reversed as we found no evidence that the listing was ever deactivated or deleted before it soldSellers 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*** would be responsible for this cost
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Upon further research, Stubhub has had numerous complaints with the Revdex.com for the same reason why I am filing my claimTheir user agreement was just updated on June 1, going into effect on June 16,
When listing tickets, there is NO REFERENCE to this 20% charge that they suddenly spring on users who thought their tickets were no longer for sale
I downloaded the user agreement today, it is full pages on a PDF and is 17,words longThe 20% charge for not being able to fulfill an order is first mentioned on PAGE 22/31, in one small sentence that is not even highlighted, in bold, or made to stand outThe 20% charge is words out of nearly 18,characters in their user agreement
SUCH A DRASTIC PENALTY should be highlighted when making a listing, should be higher up and not hidden on the 22nd page, and more clear on their user agreementThey should email sellers ahead of time letting them know of possible charges, not assuming everyone reads pages or nearly 18,words of a document
I am a first time seller of the site, was not aware of their user agreement which was recently updated according to my researchI thought my tickets were removed from the site due to my illnessTheir selling process is not clear as evidenced by the very long user agreement (first mentioning the charge on page out of pages, and their business has had numerous complaints on the Revdex.com for such a hidden, outrageous, poorly executed charge
I would like the charge reversed and my account refunded the full amount
Thank you
Final Business Response /* (4000, 9, 2015/09/23) */
Thank you for the opportunity to respond to Mr*** rebuttal, Revdex.com Case XXXXXXXX
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
As previously noted, Mr*** sold Taylor Swift tickets on August 24th He notified us immediately that he would not be able to fulfill and the orderUnder the terms of our FanProtect Guarantee, we needed to make the issue right with his buyer and as a result of that he was charged 20%Sellers are responsible for all costs we incur to make it right with the buyersWe understand Mr***'s frustration on this matter however per our user agreement Mr*** would be responsible for this cost
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
***
Executive Customer Care Team

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***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 seller
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: 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. For 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 AgreementA copy of our User Agreement, including Seller Policies and the FanProtect Guarantee, is attachedA copy may also be found on our website at www.stubhub.com/user_agreement
StubHub sellers have a proven record of reliabilityWhen 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 FanProtect 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 including Additional fees and expenses, Order cancellation, Withholding of payment, and/or Account suspension or deactivation
As such, it is not in the interest of sellers to misrepresent the tickets they sell on StubHubIn order to maintain trust in our marketplace, we want to make sure our buyers receive valid ticketsHowever, we understand that mistakes may occurFor example, a seller might be tempted to increase their chances of selling their tickets by posting them for sale on multiple sitesThey could end up selling the same tickets to different sets of buyers, which may then prevent our buyers' entry into the eventSellers may also upload duplicate tickets in errorRegardless, the terms of our User Agreement note that sellers are responsible in these situations
In our effort to protect our buyers and sellers, we may screen ticket sales or listings for signs of fraud using algorithms or automated systems, which may result in automatic cancellation of listings or sales and temporary or permanent suspension of accountsIn addition, we uphold our FanProtect Guarantee for both buyers and sellersStubHub will investigate all invalid ticket claims under the Guarantee and determine resolutions on a case-by-case basisPer our User Agreement, we may report any abuse on our site to the appropriate legal authorities
We want to make sure our buyers have a great experience at an eventThrough messaging in the Customer Support section of our website and in the emails we send to buyers when tickets are delivered, we strongly encourage our buyers to take our phone number (866.788.2482) with them to the event, just in caseThough highly unlikely, we want our buyers to contact us immediately if they experience any problems with their tickets at the venueWe want to assist them in every way possible to make sure they are able to attend the event as planned, which may include attempting to provide replacement tickets if there is an issue with their tickets
In reviewing *** *** order, she contacted us to report that the venue representatives advised her tickets were not validAt the time of the call, our customer service representative immediately took the proper steps to ensure that we honor our FanProtect Guarantee and provided *** *** with a full refundDue to *** *** negative experience, we provided a $*** coupon as a one-time courtesy as well as her full refundAs we are not able to provide more than a ***% refund on any order, there is no further compensation we can offer on this order
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 *** *** Revdex.com rebuttal, case ***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 *** *** purchase for *** season tickets, he purchased tickets on *** 26, ***His seller contacted us on *** and advised they would not be able to fulfill the order as it had been mislistedPer the terms of our Fan Protect Guarantee, when this happens we either offer buyers comparable replacement tickets or provide a full refundIn instances where comparable tickets are not available, buyers are provided with a full refund instead
*** *** contacted us regarding the cancellation and as a one-time courtesy, as we were not able to provide replacements, *** *** was provided with a $StubHub coupon
Regarding *** *** double sold *** by *** tickets, the chat in question was fully reviewed*** *** contacted our customer service team via live chat on *** regarding uploading his tickets to his sale, order***While on chat, at 11:PM, *** *** stated he contacted his brother and the tickets had been uploaded to the saleThe customer service agent confirmed the sale was fulfilled
*** *** then inquired about another listing for the same eventHe was advised this listing had expired and could be relisted with the tickets uploadedThe chat disconnected at 11:PMAt 11:PM, *** *** second listing was re-listedUnfortunately, the tickets uploaded did not match the ticket details listedThese tickets sold on order *** and the buyer was rejected as the tickets were uploaded to two sales
As *** *** was paid for sale *** a $*** charge was processed as a credit memo to recoup this paymentThis charge is valid as the buyer was provided incorrect tickets and unable to enter the eventAs a one-time courtesy, we reduced *** *** additional charge from $*** to $***
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is more satisfactory to me than beforeAlthough I was not able to receive ALL of my money back, I understand that It is a lesson to be learned on my part and it is surely not happen againThank you for your help.Kindest Regards, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
May I add that only after I advised Stubhub that I filed a complaint with your agency and the Attorney Generals Office was that they agreed to credit my accountOtherwise I still would have never received my credit even after they admitted fault I have thoroughly researched the hundreds of complaints against stubhub and have seen many similar problems to which they kept the sellers funds.
Thank you for your assistance with this matter

Complaint: ***I am rejecting this response because:
The agent offered to refund the $**, not provide a credit Had he made a credit offer or explained the system and policy, it would have been disappointing, but I would not have spent so much time on the issue The fact that he made the offer to refund the $** caused me to spend hours following up with the StubHub
A consumer needs to be able to trust the agent representing StubHub especially when there is an in-person communication Otherwise, the agent is empowered to lie just to expedite an end to the in-person customer inquiry In addition to the parking offer, this agent took my email address, offering to send my refund via *** so I would not have to wait That did not occur either One could easily conclude that with the volume of tickets processed through the ***/*** location, the agent knew exactly what he was doing---saying what the customer wanted to hear with no intention to follow through
Since there seems to be an issue with sending more than 100% of the ticket price via credit card, I will accept a check for the $**.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
This is completely invalidOne of the multiple representatives that I spoke with Clearly stated that I had correctly deactivated the correct tickets on April 18th seat and before I sold the tickets to someone through craigslistI did not agree to *** customer until their tickets were deactivated on the StubHub site. Then I left the and available on the site as the representative confirmedAnother agent had told me that they didn't see a problem taking the correct seats and they just had to confirm with their sonI then called numerous times to check on statusI did not care if they didn't want the tickets but, I needed to sell them to a different customerStub hub left me in the dark that they reassigned the buyer until I called themI then had no time or access to list the tickets again as I was personally heading to the eventThe representative then released their location of Loge row seats 10-to me as they knew I was going to the eventThis put me at risk and the buyer at risk as if I had anger management issuesI was very curious to know why they wouldn't move over seats but, I didn't approach them at the eventI have since began the discovery for a class action lawsuit against stubhub and have found buyers that were very uncomfortable with stub hubs approach as they encourage the buyers to not accept the correct seat numbers and get better seats at the sellers expenseSome buyers have even experienced bad karma since agreeing to stub hubs aggressive approach to steal from sellers and wish they never agreed to stub hubs aggressive approach to punish buyers for errorsThis is standard practice for stub clearly through stubhub and they need to sued through a class action lawsuit to understand that this is bad business etiquette and is not fair consumer protectionThey are supposed to be an intermediary and show no favoritism toward the buyer or sellerThey have over time developed a more buyer representation rather than their representation of being a intermediary for a buyer and seller to come togetherThis representation of their company needs to be addressed and fixed before the costs of a class action lawsuit buries the company permanently. In further review their best competitor *** has a much more favorable reputation and will become the #secondary ticket market quickly if stubhub doesn't review their business practicesI expect my $*** or I will lead a very costly and effective class action lawsuits as buyers and sellers are very unhappy with their business practicesEven if you do not follow through with this obligation I hope you look at your current business practices
Sincerely,Joseph Morrow

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***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 accessing or using our website, buyers agree to the terms of our User AgreementIt is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception cancelled events or when a seller does not fulfill an order as listedBuyers 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 AgreementA copy of our User Agreement may be found at: www.stubhub.com/user_agreement
In reviewing *** *** StubHub account, I can see that they attempted to purchase tickets to *** *** and were unable to purchase those listingsThis was because the tickets were no longer available; we are a live site, and buyers can sometimes try to buy tickets at the same timeWhen this happens, one buyer will receive an error message and be redirected back to the browsing pageOccasionally, certain listings can be delayed by these errors, and appear on site for a period after they are not availableWhen this happens, we report it to our technical team so it happens less in the future, however there is no way to provide those tickets as they have sold.
I understand that *** *** requested to speak with a manager when they encountered these errors on August When we have a high call volume, this may not be possible at the moment or immediately after the phone call, but a call back will be provided at the earliest opportunity for our supervisor staff
minutes after speaking with the first representative, *** *** called us back and spoke with another representativeAt that time he was provided a $*** coupon and purchased two tickets for *** ***Their total was less than the original listing attempted*** *** was able to purchase the tickets they desired at a discounted price
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

Complaint: ***I am rejecting this response because:
At this point, this complaint is no longer about the charges, STUBHUB can keep the charges they so badly want to prove are validClearly they have went all out backing their policy to these fees and the fact that they don't see the error in this situation and again, only want to use their policy to explain this situation just goes to show the level they are taking to support their scam of a policy This complaint started with the intention of receiving a credit for the bogus charges, or even at least an understanding of the situation and perhaps some sort of meet in the middle resolution, but instead STUBHUB is only wanting to resolve this in the form of taking the money and being done thereafterClearly no support or effort to resolve this specific situation, other than to back it up by their policy and policy alone, has been shown on their partI don't even want the credit back, I want STUBHUB to be investigated by the Revdex.com for the way they conduct their policies and resolutions to issues that occur within their businessTheir a third party ticketing site for a reason, to solely benefit themselves and their loyalty is not to the buyer, as stated on their website, or the seller but rather to themselves only. As I said before, this is no longer about the money, it's about how they conduct business period and I believe their practices across the spectrum should be reviewed by the Revdex.com and forewarned to the public, both sellers and buyers on how they conduct business and handle problems that arise
Sincerely,*** Braddix

Initial Business Response /* (1000, 5, 2015/08/26) */
Thank you for the opportunity to respond to Mr***'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 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 buyer
In reviewing this complaint, Mr*** emailed StubHub advising that he has received the incorrect ticketsMr*** purchased tickets from our site in section "Upper 306" but received tickets in section "Lower 101"As stated above, per our FanProtect Guarantee, we guarantee the buyer will get their tickets in time for the event, tickets will be valid for entry, and tickets will be the same as those orderedAs a result of this information, we advised Mr*** that he may keep the tickets or receive new tickets that are better or comparable to the tickets he purchased
The seller of Mr***'s order was notified of this error and requested to have Mr*** tickets shipped to another buyer, to which these tickets were sent in error to bothUltimately, we erroneously charged Mr*** in the amount of $92.01, for refusing to ship their tickets as he was originally advised the option to keep the ticketsWe understand that Mr*** was charged incorrectly, and as a result of this error, we have since refunded Mr*** in the full amount of $
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
***
StubHub Executive Customer Care