Stubhub.com

Thank you for the opportunity to respond to *** *** complaint, Revdex.com Case # ***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 sellerIn some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket sellerThis is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings)For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their ordersThis date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the ticketsThis information is also included in the order notification email sent to buyers when they place an order
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 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 *** *** order, the original expected delivery date provided was October 3rd, ***Sellers on our site are able to deliver tickets on or before the expected delivery dateIn this instance, the seller shipped out the tickets earlier than expected and the *** tracking number shows they were delivered to *** *** on July 21st, ***, on which day she received a delivery confirmation email from us advising to check the package to make sure all was right with the tickets and to contact us within days of delivery to report any issuesThe issue of receiving an empty package from the seller was not reported to StubHub until August 22nd, ***, approximately a month after the package was delivered
On the day the issue was reported, we had reached out to *** *** seller to see if the tickets could be reprinted and sent out againHer seller had responded to us stating that this particular venue would not be able to reprint the ticketsSince we do not own the tickets ourselves, we cannot always guarantee that ticket reprints will be availableDue to the time frame in which the issue was reported, we would not typically compensate as we consider the tickets lost or misplaced after the daysAs a courtesy, we had offered *** *** a coupon in the amount of 50% of her order total, in the amount of $*** to be used towards the purchase of new tickets on site; *** *** declined our offer of the coupon
*** *** had since contacted us back and the representatives she spoke with had also advised of our policies as well as offered the partial coupon againAs a one time courtesy, we can offer a coupon in the full amount *** *** paid, $***, to repurchase tickets on our site
Again, we do not normally compensate for what we consider to be lost tickets, however we are willing to assist *** *** to be able to attend the concert
Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance
Sincerely,
Andrea

Complaint: ***I am rejecting this response because:
The sale was once again cancelled Stubhub agreed to let me send the tickets electronically I had the tickets to send electronically and stub hub cancelled the sale causing a loss of a $** payout When Stubhub agreed to let me complete the sale by uploading tickets electronically they should have still paid me for the sale per their user agreement, once I provided tickets
Sincerely,*** ***

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 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 *** *** sale, she sold two tickets for *** *** on *** The buyer contacted us from the event and had been unable to enter the venue with the tickets providedOnce we collected information as noted above, we notified *** *** 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
Our Executive Claims team worked with *** *** and tried to assist in attaining the necessary proof of ticket validityAs *** *** was not able to provide any information showing that this ticket was not scanned or scanned successfully, and the buyer was unable to attend with the tickets provided, *** *** payment was recouped
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 GuaranteeIn this case, our total cost to make it right for the buyer was $***As the buyer was not able to use these tickets, *** *** will not be paid and this 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

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, *** ***

Initial Business Response /* (1000, 5, 2015/12/08) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies
It might help to explain that StubHub is a secondary
ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteListings on our site come from individual sellers who set their own prices for the tickets listed
By using our website, buyers and sellers agree to the terms of our User 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 refund." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement
Our marketplace is a live site and we do not have an "in the cart" featureSellers on our site have the ability to change their ticket prices at any time up until a sale is completedHowever, it should be noted that a seller cannot monitor when their tickets are being considered for purchase by a potential buyerWhen a buyer places an order, they are entering into a binding contract with the Seller to purchase those tickets or related passes *** our User AgreementTheir payment is remitted to StubHub and disbursed to the seller according to our payment policyBuyers cannot change or cancel any orders after the sale is complete as all sales are finalExcept for canceled events, buyers will not receive a refund for completed purchases
In reviewing this complaint, Ms*** purchased tickets for a Dallas Mavericks at Washington Wizards game on December 6, Ms*** contacted us after the purchase was made and advised she did not mean to place the order and requested a refundWe explained our policies and that the order cannot be canceled after it is purchasedAs a courtesy we offered to help Ms*** list her tickets for sale on StubHub to recoup her moneyHowever Ms*** chose not to list her tickets for sale
While we understand that Ms*** did not mean to place the order, under the terms of our User Agreement noted above we are not in a position to issue a refund for this purchase
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

Thank you for the opportunity to respond to *** *** rebuttal, Revdex.com case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
As previously noted, per the terms of our User Agreement the charges applied to *** *** account are validWhen listing the tickets on StubHub we guarantee that seats will be consecutive*** *** agreed to our User Agreement when listing the tickets, which under “Some of the things you’re not allowed to list” advises sellers they cannot list non-consecutive seats on site
Unfortunately, we are not in a position to waive any additional charges applied to *** *** account, as the tickets listed were non-consecutiveAt this time, we have nothing further to add
Sincerely,
***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 might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater,
and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual sellerIn some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket sellerThis is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings)For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their ordersThis date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the ticketsThis information is also included in the order notification email sent to buyers when they place an order
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 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 *** *** account, she placed an order for *** *** on *** for the show taking place on ***, which has now been postponedWhen placing this order, *** *** was provided the estimated delivery date and by placing the order, *** *** agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be fulfilledWhile sellers are not paid until the tickets are delivered to their buyer, in most cases sellers fulfill their orders well before the estimated delivery date which is why we are unable to provide refundsWe do understand that *** *** has postponed and no date was provided for the new show however at this time the *** *** has provided a new date of *** and will honor the tickets with the original date/time printed on themWhile we do understand the frustration this event has caused due to the postponement and not cancellation, as a one-time courtesy I have issued a full refund back to *** *** credit card in the amount of $***, please allow up to business days for the refund to reflect, this refund will also invalidate the tickets provided to *** *** and they will no longer be valid for the rescheduled date
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
ErinStubHub Executive Customer Care

For the third time, StubHub is referencing the WRONG matterEach and every time I have said thisThe filed complaint has NOTHING to do with *** *** *** purchased for *** *** How can I articulate this any clearer? Again, no one has gotten in touch with me to review the actual matter for which this is filed

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
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 *** *** sale, she listed *** *** *** *** on our website on *** A confirmation email was sent to *** *** provided email address notifying her that her listing was active on siteThis listing stayed active from this date until the time it sold on *** A confirmation was sent out for the sale notifying *** *** that her tickets had sold, similar to the listing confirmation email
On *** 23, *** *** husband listed the same tickets on his StubHub accountThe tickets sold the next dayAs both listings were created normally through the sell flow and they were created almost three months apart, there was no site error that occurred on these listingsOur Trust and Safety team also reviewed *** *** StubHub account and this listingThey were able to confirm her listing was created on a valid IP address where she has accessed our site from previouslyWe were able to determine both listings were valid and not fraud
As both of these listings were created at different times on *** and *** *** accounts, the sales are validHowever, as *** *** created her listing with her section, row, and seat numbers on 9/and *** *** created an identical listing on 11/23, there was a site error that allowed both of these listings to be active
Because these listings had identical section, row, and seat numbers, *** *** should’ve received an error message in the listing process that the ticket details he was providing were already listed on StubHub, and prevented him from listingAt that time, *** *** could’ve contacted our customer service team or spoken to his wife and they would have been able to determine the tickets were listed on *** *** account and *** *** did not need to relist them
As this pwas not shown to *** *** and allowed a duplicate listing to be on site, this can be deemed a site errorThese listings were on site at the same time and this should not be able to happenBecause of this, we have provided a full refund of the charge to *** *** on her canceled orderPlease allow 2-business days from*** for the refund of $*** to be received
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/07/22) */
Thank you for the opportunity to respond to Mr***'s 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 partyBy using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee 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 StubHub User Agreement
As noted above, by using our website, buyers and sellers agree to the terms of our User AgreementSection in our User Agreement states the following:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperateWe may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policiesThese actions may include, but are limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, canceling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe or costs we incur due to your misconductWe reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or otherwise legally required
A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement
Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User Agreement, as they did in this situationWhen we reviewed Mr***'s account we were able to determine that he did not meet the terms of our User Agreement by using a credit/debit card which was not validThis caused his account to be temporarily deactivated and his listings to be removedWe have since reactivated Mr***'s account and contacted him advising him that he will need to add a valid credit/debit card before reactivating his listings
We understand Mr***'s concern with the potential financial loss due to our actions on his accountHowever our User Agreement states "StubHub does not guarantee that your tickets or related passes *** sell or that your listing will appear on the site within a certain time after it is postedStubHub will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delays." As previously explained to Mr***, we will not be providing the credit he is requesting due to the terms of our User Agreement
Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Thank you for your responseI certainly understand why the card that was used caused a problem, and I understand the application of the User Agreement in taking down the listings
My issue is with the lack of communication and the failure of StubHub to give me an opportunity to fix the problemHad I not contacted StubHub, the games would have passed *** the tickets would have gone unsoldSince StubHub "locks" the barcodes on the tickets when they are listed, the tickets were not available for sale elsewhere or even use at the games
I am not asking for compensation for the ticketsI am simply asking for a refund of the StubHub commission on each listing as a courtesy(I will speculate that this would not lead to any sort of financial loss on StubHub's part, as they are still profiting from the fees charged to the buyer for each sale.)
As a longtime seller, I would appreciate your working with me for a fair solution
Thank you,
*** ***
Final Business Response /* (4000, 9, 2015/08/06) */
Thank you again for giving us the opportunity to respond to Mr***'s rebuttal, Revdex.com Case XXXXXXXX
As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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 eventYour tickets will be valid for entryYour tickets will be the same as those you orderedIf any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a 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
Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User AgreementAs explained, we reviewed Mr***'s account we were able to determine that he did not meet the terms of our User Agreement by using a credit/debit card which was not validOur User Agreement states "StubHub does not guarantee that your tickets or related passes *** sell or that your listing will appear on the site within a certain time after it is postedStubHub will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delays."
As previously noted, the issue on Mr***'s account was caused by a violation of the User Agreement which have since been resolvedWe will not be providing any compensation for the issueOur 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
Final Consumer Response /* (4200, 11, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response, but it appears StubHub will not budge from their positionAs such, I will allow this case to close without a solution and move forward to looking at my legal options

Complaint: ***I am rejecting this response because: I was not given the option of a refund by Stub HubI was told by the phone representative that my only option was the alternative, row tickets Further, I was notified that the tickets were unavailable within minutes of the event start time, and had already traveled and paid parking and travel fees to attend the eventStub Hub would not reimburse me for these expenses, even though they failed to notify me in a timely manner that my purchased tickets were invalid. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/10) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Ms*** is dissatisfied with the price paid for tickets to a Canadian event 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 passesExcept for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are finalAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
All listings on our site come from individual sellers who set their own pricesIn most cases, the prices found on our website will be based on market value, popularity of the event, and seat locationHowever, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of 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 Ms***'s complaint, she stated she was charged more than the agreed amount that was shown during checkoutThis is because Ms*** was seeing the total in US DollarsWhen the charge was taken from her credit card it was converted in to Canadian Dollars and included the current exchange rate for that dayStubHub 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, Ms*** 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 Ms*** accepted when she 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 Ms*** 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,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What I would like is honesty and the fact of the matter is I have two e-mails that confirm what I agreed to payIf you take in to account the US dollar conversion it still does not add up? Therefore I want it laid out for every single every person that utilizes the serviceThe tickets are worth this much, you will be charge this much for conversion rate, you will also be charged this much for a buyer fee and a download electronic feeThis for me would be a middle ground as it is law at the end of the day what I agreed to when I hit the "button" is all I am agreeing toIf Stubhub wants to hide the true costs the law does not allow for it
Final Business Response /* (4000, 9, 2015/12/16) */
Thank you for the opportunity to respond to Ms***'s rebuttal, Revdex.com Case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies
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 Agreement
As previously explained, all prices on StubHub 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 regards to MsMonlina's complaint, the price she was shown during checkout did include the buyer and delivery fee and was the final totalThe price she agreed to pay was $USDThe difference in price that she is seeing is due to the currency conversion rate for that day or exchange fees that may have been charged by her credit or bank accountsStubHub does not disclose the final total with the currency conversion rate because the rates are continually changingThis is why all prices are set in United States Dollar and noted clearly before checkout
We apologize for the frustrating experience this caused for Ms***, however 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
***
StubHub Executive Customer Care
Final Consumer Response /* (4200, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Canadian/US trade agreement laws are clear and when operating an international website the Directors are responsible for working within those laws and regulations
Having said that, I am again stating the following:
1) I purchased tickets on December 7, which the Canadian dollar was at $which would make the US dollar worth $As a result the $US price that I agreed to pay would cost me in Canadian dollars $However my credit card was charged $which means I was overcharged $
2) Again, I purchased another tickets on December 7, which the Canadian dollar was at $which would make the US dollar worth $As a result the ticket price in US was $US which would cost me in Canadian dollars $However my credit card was charged $which means I was overcharged $
3) According to Stubhub's statement the credit card overcharged me? Which is impossible as Stubhub is the merchant requesting the funds and receiving the fundsCredit card companies charge the interest for the transaction only which is clearly shown on statement
Stubhub is required by law to show final cost to the buyer which in my case it has not in compliance

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 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 review of *** *** account, she made a purchase on *** for an event taking place on ***While making the purchase *** *** was provided with an expected delivery date of *** and completed the purchase, once the purchase was made an email was sent which again provided the expected delivery date
On ***, *** *** contacted concerned about the delivery date as the ticket is a giftWe offered *** *** a gift announcement until the seller fulfilled on the order, which was declined*** *** spoke with a manager and was advised that when making the purchase the delivery date of *** was provided prior to completing the purchase and due to this we are not in a position to cancel the saleAt this time, *** *** order has been fulfilled and the ticket is available in her StubHub account
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
ErinStubHub 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 satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because: I am not sure what *terms and conditions they are speaking of? First off I have never bought or sold crap from ur guys I know I was signed up fraudulently to begin with! *Terrible IT dept! So by naming the terms do u believe that I some how "agreed" to be harassed by this bullcrap? I have unsubscribed 3-times myself posted messages to ur *** people to fix it and Twitter as well! I better not get another Fn marketing email from u is or I am going to attorney general!Sincerely,*** ***

Complaint: ***I am rejecting this response because: stub hub on more then one occasion has lied on their reportFirst by saying that they saw proof of an IP address and my social media accounts? They haven't acknlowedge the obvious in which I never made this purchaseThey also have not looked into their phone call recording giving proof of what I was told that in fact their own rep from stub hub told me that the tickets were never scanned nor sent to meI demand a refund from stub hub on the several fronts that Stub Hub itself failed to follow through their own set of guide lines and have lied more then once in this occasion. Sincerely,*** ***

Complaint: ***I am rejecting this response because: The company Stub Hub said they would need the email address and hopefully rectify the problemThe email address is ***Sincerely,Jason ***

Thank you for the opportunity to respond to MrForney’s complaint, Revdex.com Case ***I will provide information as it pertains to StubHub policies
In reviewing the order, MrForney would have been able to see the delivery method and estimated date of delivery before he purchasedThis would have been shown on the page before checkout and on the checkout page itselfThis delivery date is most likely due to the concert being months away and that the seller will not be receiving the tickets himself until closer to the date of the showSellers on StubHub are not paid when their tickets sell, but rather upon fulfilling their sales, making sellers far more inclined to get tickets out to their buyers as soon as possible, and possibly even before the date specified on the order MrForney was made aware and could view what he was ordering before he purchased, and as the tickets are guaranteed to be delivered by the date promisedThis would be considered a valid order and StubHub would not be in a position to provide a refund However, MrForney still retains the option of relisting his tickets for sale on StubHubAs a courtesy, we could waive the fee for selling tickets on StubHub so MrForney could list his tickets at the price he purchased them for and thus make his money back
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
Chris***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because: Since StubHub was aware of an issue from previous cases of sellers having to transfer tickets from *** and having the bar codes change, they should put alternate instructions for how to better upload a pdf file to their siteWe knew of no other way to make the tickets a pdf form so they could be uploadedStubHub should have clear warnings and suggested ways to upload the tickets so the bar codes do not get alteredAlso, have they addressed this concern with ***? Why do the bar codes change and why isn't there any indication to the user that they have changed? Also, although both responses from StubHub indicate it was their error for not getting back to me and the length of time to resolve this, I have never once received an apologyAlong with this, my calls and e-mails were blatantly ignoredWhen I had to pursue contact aggressively, I was promised a call back that day only to get an e-mail very late in the dayMy only phone call came after I contacted Revdex.comIf someone, at any time, simply would have responded to my e-mails with a "We received your e-mail and we are still working on it." I would have been more satisfiedInstead I was consistently ignoredI regret e-mailing again in January to follow up to close the claim on my end because if I hadn't, they would never have realized it wasn't resolved and I wouldn't have been chargedI'm assuming the buyer never followed up with them during this time as they seem to have forgot about this claim completely until I asked for resolutionThe time alone I spent to contact them repeatedly for just ANY acknowledgement deserves some sort of compensationThey have admitted to the fact that this happened without my knowing and admitted that they dropped the ball on this and took too long to resolve and never followed up with meYet, I received no apology or compensation for my time bringing this to their attentionInstead, I am penalized with the expensive cost of the tickets I paid out of pocket forIf they want to continue to welcome sellers to use their site, they should show more customer service for the sellers too. Sincerely,*** ***

Thank you for the opportunity to respond to MsLoehrke’s complaint, Revdex.com Case ***I will provide information as it pertains to StubHub policies
It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,
theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual sellerIn some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket sellerThis is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings)For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their ordersThis date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the ticketsThis information is also included in the order notification email sent to buyers when they place an order
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 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: ***
In reviewing MsLoehrke’s account, I am able to see that MsLoehrke contacted our Customer Service Team regarding her order for the Chicago Blackhawks at San Jose Sharks on March 1st, on February 28thAt that time she stated that she was unable to view her tickets, and while our Customer Service Team tried to assist MsLoehrke was still unable to see the tickets on her mobile deviceThe Mobile Transfer application that was used as the delivery method for this transaction is not owned or operated by StubHub, but by the individual teams and venuesAs a result sometimes technical issues can occur that neither the customer nor the StubHub representative trying to assist them can see or troubleshootIn this case, the seller for this order sent us the receipt of transfer for the ticketsHowever, based on the conversation and content of the calls to StubHub, we can clearly tell that MsLoehrke was having an issue and it was very unlikely she had caused the issue herselfWhile in this situation MsLoehrke could have gone to the venue for assistance, as the tickets were transferred into her name, we understand that MsLoehrke would not want to show up at the event without tickets in her handAs this system of mobile transfer is a new development by the individual teams, StubHub is working diligently to get all the information we can to help buyers on our site who purchase mobile ticketsAs a result, and as a one-time courtesy for such a difficult and frustrating situation I would like to offer MsLoehrke a full value coupon for the purchase price of her orderThis would be placed on MsLoehrke’s StubHub account and would be valid for a calendar yearIt can also be used on any event MsLoehrke would like to see, and can be used on the purchase page by clicking the box in the upper right hand corner of the screen
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
Chris***
StubHub Executive Customer Care