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 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 two tickets for *** *** featuring *** ***This event was originally scheduled for *** *, *** *** management announced that this tour would be postponed to a future, undetermined dateThey have stated that the tour will be rescheduled to new dates and original tickets will be honored at those rescheduled datesAt this time, they have not announced new dates for this tour, but have confirmed the event is postponed, not canceled, and awaiting a new dateOur events team is monitoring for any update and once a new date is announced, or if the show is canceled, *** *** will be notified via email
As noted in our User Agreement above, refunds can only be provided if a seller fails to deliver tickets as listed or the event is canceledAs this event has not been canceled and *** *** still intends to reschedule this show, a refund of this order cannot be processed
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: (1) the business hides these fees, and (2) the amount of the fee is unreasonable and predatory for the service provided I ask that the Revdex.com pursue additional remedies against this business.Sincerely,*** ***

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, it appears that the tickets to *** *** for *** *** *** were sold on September 27th *** *** has contacted StubHub customer service a few times wondering where the payment is for these ticketsOn November 12th, we advised *** *** that the payment was sent to the bank account on file and the account information on file was confirmedStubHub advised *** *** that once payment is delivered, it cannot be reissuedOn November 16th, StubHub’s Payment team sent an email to *** *** stating that the payment was sent to his checking account totaling $and that payments cannot be reissued or transferred to another account once the current payment was successfully deposited and that they would need to reach out to their financial institution for confirmation of the paymentIf *** *** had an issue inputting the payment method or routing number, he should have called our Customer Service line in order to get help with this*** *** claims there was a system error on the website, however, there were no site issues that happened to cause this problemDue to the payment being issued to the account that was on file with us, it would be *** *** responsibility to get the payment transferred to the correct bank account
I do apologize for the negative experience *** *** has experienced through this transaction; however, we do not have the means of being able to reissue the payment to a different bank account
Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add
Sincerely,
***
StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr***'s 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 secondary ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement.Seller responsibilities when listing and selling tickets on our site are addressed in Section of our User Agreement, which states:StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperateWe may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes)These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs)We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required.In reviewing this transaction, Mr*** sold tickets for a Black Sabbath in FebruaryWe received contact from the buyer on the night of the concert advising that they were not allowed into the venue as the tickets were deemed invalidWe notified Mr*** of the reported issue on the day of the event and requested that he respond to us within hours and provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section of our User AgreementMr*** responded on 2/26/with information obtained from the venue that there were many people going to the box office with his nameMr*** also noted that he had emailed the venue for the scan reportAs we did not have the required documentation with in the hours at that time we did advise Mr*** we did need to move forward with the charges to recoup his payout and the additional cost to rectify the situation with the buyerMr*** was also advised that we would reassess the charges once the proper documentation was providedWe understand that Mr*** is upset about the charge to recoup his payment of $and the charge of $to rectify the situation with the buyerHowever the tickets Mr*** provided his StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr*** for this order or reverse any charges incurredThank 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

Complaint: ***I am rejecting this response because I don’t think the replacement ticket Stubhub found for the buyer is comparable in price. Although it was great to put the buyer in the same section, and row as they desired, I looked back at past sales on Stubhub in my section and there was indeed a single sold for $*** on *** as the Stubhub indicated in their response.
A comparable cost should be a huge factor in replacing the ticket of a dropped sale, in addition to a seat with a similar sight line as I stated in my initial complaint. If someone listed a single in that same section and row for $10,000, would Stubhub have purchased that ticket? I think they would because Stubhub generates money from surcharges on ticket sales and purchases. This DOES NOT mean that ticket is comparably priced at $10,when my ticket posted was for $***. Stubhub should not go ahead and buy that overly priced ticket on my dime, however, they chose to do it without my consultation here The higher the sale price, the more fees Stubhub can generate in commission so it’s in Stubhub’s interest to find the highest pricest ticket to benefit them.
Seats one section over, or a few rows back were well within the pricing of my ticket of $***There are always anomalies listed in every section, and for every event in terms of pricing. In terms of finding a comparable replacement, I disagree with Stubhub’s replacement purchase. Because I dropped a sale, it should not allow Stubhub free reign to buy any ticket even though the seat and row numbers are similar. That should not justify a replacement purchase that’s more than times the cost of my original ticket.
I misplaced the ticket I posted for sale and did not realize it was lost until I was notified that ticket had be sold, an honest mistake. I feel this is a deceptive and dishonest business practice and I feel I have been taken advantage of it because I made a mistake. As discussed in my initial complaint, I’m willing to take the penalty of 40% (equivalent to $**, NOT $***) Stubhub did not take any care and disregarded my interests in finding any fairly priced ticket and basically used my dropped sale as blank check book to buy a ticket egregiously priced even though it was in the same section.
Again, the original sale as $*** and since I dropped the sale, the buyer’s original investment/purchase of $*** now becomes a ticket valued at $***? How is that fair? Stubhub should look at what’s fair for the buyer, seller, and the company’s interest to earn fees from a sale when making a replacement purchase.
Sincerely,*** ***

Complaint: ***I am rejecting this response because: I actually never received a coupon from stubhub, so I'm the one who actually got hosed in the whole deal Not the person who purchased from me or the person I purchased them from Because I'm sure the original seller resold them for more than I purchased them for If I was offered a coupon for the amount that was debited from my credit card, then I would accept the resolution But I never received a coupon.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/11/18) */
Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case XXXXXXXX I understand the concerns noted and will address this issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket
marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User Agreement
Our User Agreement States, "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 accountsIf your transaction is cancelled in error, or your account suspended in error, please contact us and we may reinstate your account or listing, in our sole discretion."
Our Trust & Safety team reviews all issues which can arise with buyer or sellers accountsDue to our privacy policies, we are not able to provide further details for this particular case other than a full review was made by our Trust & Safety team and action was taken based on the results of the reviewOur Trust & Safety team has since contacted Mr*** and explained what happened and resolved the issue
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

Complaint: ***I am rejecting this response because: Unfortunately, I missed half of the game because of misinformation that Stub Hub had given to me. I'm positive if you listen to your recorded calls that you would change your mind. This had nothing to do with the venue scanning tickets. Your agent failed to inform me that I had to print my tickets while on the phone which would have most likely made this transaction much smoother. Also, if you review during the initial purchase, no where on your site does it dictate that I MUST print out the tickets in order to gain entry to the venue yet when I finally got the tickets hours later, it was clear as day on the ticket. I purchased the tickets early enough that I thought I had enough time to get the bugs worked out but apparently I was wrong. I don't think you should penalize the seller either because it was at the fault of StubHub that these issues arose and you should hold yourself responsible. Your site did not properly disclose all information and then it took hours to receive the tickets. I'm beginning to believe that if I wouldn't have called and waited an hour on the phone, I would not have received my tickets at all. Which, at this point, might have been the better option since I only got to see the 2nd half of the game anyways. Sincerely,*** Schramm

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 *** *** account, he listed and sold *** ** *** *** *** *** for June *** *** later contacted us that he would not be able to fulfill his sales for this eventEach sale had to be canceled and replacement tickets located for each buyerWe protect our buyers with the Fan Protect Guarantee and when sellers cannot fulfill as listed, we find our buyers comparable replacement ticketsAs stated above, our seller policies explain that sellers are liable for the cost of substitute tickets
We understand that things happen and mistakes may occurAs a courtesy, we have processed partial charge reversals on each of *** *** canceled sales for this eventThe total charges to *** *** for all of these canceled sales was $***We have already processed several partial reversals due to *** *** not having any previously dropped salesDue to *** *** negative experience and high total cost of replacement tickets, we processed additional partial reversalsEach of these canceled sales was provided a 25% - 50% charge reversalThe remaining charges total at $***As we had to replace these orders and partial reversals have been provided, this is the most we are able to offer
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, 2016/01/15) */
Thank you for the opportunity to respond to Ms***'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 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 Ms***'s complaint, she sold tickets to the Coachella Music Festival Pass *** on January 7, When the tickets sold a confirmation email was sent immediately notifying Ms*** of the saleIn the email we also provided Ms*** a link to 'Report an Issue' along with the following note: "Reminder: If you're unable to deliver the tickets as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost." On January 7, Ms*** reported an issue through her account notifying us that she no longer had the tickets to fulfill the orderSince Ms*** was unable to fulfill the order with tickets she listed, we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, Ms*** was not paid for the order (she did not deliver the tickets) and she was charged the 20% fee for nonfulfillment
Sellers 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, Ms*** 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, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The tickets were removed from my possession because of fraudI'm not going to pay a fee on top of having my bank account violated and losing that potential sale
Final Business Response /* (4000, 9, 2016/01/22) */
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
As previously explained, in cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM GuaranteeOn January 7, Ms*** sold tickets to the Coachella Music Festival Pass *** and was unable to fulfill the orderWe needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, Ms*** was not paid for the order (she did not deliver the tickets) and she was charged the 20% fee for nonfulfillment
Sellers are responsible for all cost we incur to make it right with their buyers, per the User AgreementWe understand that situations out of their control can happenAlthough Ms*** would be responsible for the cost, as a one-time courtesy we have reversed the charge of $
Our policies regarding this issue have been noted, we do not have anything further to add
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
***
StubHub Executive Customer Care
Final Consumer Response /* (2000, 11, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate that, thank you

Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket
marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement
In section of the StubHub User Agreement it states; by listing a ticket for sale, you are making a binding offer to sell that ticket to a Buyer who purchases the ticket for the price you have specifiedWhen a Buyer accepts your offer by purchasing your ticket through our Site or Services, you are contractually bound to deliver that exact ticket for the specified price and within the required delivery timeframeYou are obligated to monitor your inventory and ensure all listings are accurateUnder no circumstances may Sellers cancel orders at one price and repost the same tickets for a higher price
In reviewing this complaint, Mr*** listed tickets for a Chicago Cubs game on 8/19/Any listings created for the Chicago Cubs expire hours prior to event time because that is the agreement we have in our partnership with the Chicago CubsWhen Mr*** created this listing he was advised it would expire hours prior to event timeOn 8/11/Mr*** was emailed advising his Chicago Cubs listings would expire in daysOn 8/14/15, Mr***'s tickets sold and he was emailed immediately to notify him of the saleWe have issued the payment of $to Mr*** for the sale
Sellers can change the price of their listing at any time before the tickets sell and it is a sellers responsibility to monitor their own inventoryWe are not in the position to provide Mr*** tickets for another game as he is requestingAs previously explained, the expiration date was displayed to Mr*** prior to listing the tickets, and he has been issued payment for the tickets
If I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ticket prices went back down and I was able to get tickets myselfComplaint can be closed

Complaint: ***I am rejecting this response because:
Although I still maintain the tickets were listed correctly, it's clearly a case of he said/she said which I will clearly lose in this caseAnd even if I did not list them correctly, shouldn't the system StubHub uses automatically upload all of the information? What do we pay these fees for if StubHub cherry picks what information gets uploadedAnd also, the tickets are clearly behind the stageThe buyer would have know that if they used the map provided by StubHub.
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/10) */
Thank you for the opportunity to respond to Mr***'s complaint, Revdex.com Case XXXXXXXXI 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 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
The Seller Policies section of our User Agreement notes rules for listing ticketsThis includes a requirement for sellers to provide accurate section, row, and seat information about their ticketsIn addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was madeIf any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement
For the tickets purchased on our website by Mr*** for the Tool and Primus concert, the seller listed the tickets correctly with a disclosure noted as "ADA/Wheelchair Accessible"This information was presented to Mr*** when he first reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchaseMr*** noted in his complaint that the disclosure information was also visible in his confirmation email after the purchase was madeOnce the order was placed per the terms of our User Agreement, a buyer cannot cancel or receive a refund because they entered into a binding contact with the seller to purchase those ticketsIn situations where a seller listed all information correctly but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site
Mr*** has since listed and sold the tickets in questionWe have agreed to waive the selling fees on his sales to ensure he receives the full payout once the tickets are deliveredAs a courtesy we have also provided Mr*** with a partial refund of $to cover the amount he will not be making back with his sales to ensure he receives all of his money back
We understand in this case that Mr*** has noted that the ticket disclosure information was overlooked when the purchase was madeWe have reviewed the information provided for this ticket listing and have found that the disclosure "ADA/Wheelchair Accessible" accurately reflects the type of tickets purchasedAt this time we will not be providing Mr*** any additional refund or compensation for the matter
Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The print out receipt says nothing about ADA so the only way I found the mistake was email conformation.StubHub wanted me to use ADA tickets.They need to change there policy when ADA tickets are purchased, Mistakes happen
MrCustomer

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, 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: 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 canceled and not rescheduled, you will get a refund
As previously stated, we offered *** *** with replacement tickets in which she accepted*** *** had the opportunity to decline the replacement tickets, in which we would have then offered her a refund as the resolutionDue to *** *** going into the event with the tickets that she accepted, we would not be able to offer her any further compensation
Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add
Sincerely,
*** 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 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
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 *** *** order, he purchased four tickets listed as Section D, Row 3, and seats are guaranteed to be togetherAs sellers may not always have their tickets in their possession when they list on StubHub, sellers are not required disclose their seat numbers in their listing. However, as they are obligated to list consecutive seats, we always guarantee your seats will be together
When *** *** contacted us and requested to cancel his order, we explained that due to our marketplace and user agreement as noted above, we are unable to cancel any orders after they have been placedOnce an order is placed, sellers receive a notification that their tickets have sold and are provided a time frame to deliver their ticketsAs sellers are paid for tickets they list and deliver in accordance with our User Agreement, we are not able to cancel ordersInstead, we offered *** *** to relist these tickets if he does not wish to keep themAs a one-time courtesy, we also offered to waive *** *** sell fee if he chose to relist his tickets
At this time, these tickets have been delivered to *** *** and the seat numbers will be printed on themIf *** *** has any further questions regarding the tickets provided, or if he is interested in relisting his tickets, he can call our customer service department at 1-866-788-
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:
Stubhub did not send me a coupon, that was the remainder of a gift card I used for the order Sincerely,*** ***

Complaint: ***I am rejecting this response because: I cannot control lost mail. The postmaster told me "Even if you accidentally put a UPS label in a USPS box, we have a pickup area for them and they stop by once or twice daily." I also reject the fact you charged me $dollars for this. I also received this email on 4-2-
Your tickets were delivered
Your tickets were delivered
Hi Lisa ,
Thank you for delivering the tickets for order ***
When will you get paid?
Check your PayPal account (*** for your payment
It could takeup to business daysto appear
PayPal will send an email when your payment is ready
View payment status
Payment info
Price per ticket
$
Quantity
x
Total ticket price
$
Service fee:
- $
Your payment
$
Payment option:Pay me by PayPal
Paid to:Lisa *** ***
Sale info
Order ***Order date:03/25/
Hamilton Portland TicketsatKeller Auditorium, Portland, ORSun, 04/01/2018, 1:PM US/Pacific
Orchestra A|2tickets
RowQ |Seats4,
Thanks for using StubHub!
If you have any questions, comments, or concerns, please contact usWe're here 24/
I had the tickets cancelled, so when they did arrive the show was not only passed the tickets were voided. Tickets West where I originally purchased them, reissued new ones. I agree to a service fee, not to this amount. It is more than the original value of the tickets. It is unfair to hold me responsible for mail which I had no control of
Sincerely,Lisa ***

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, 2015/09/03) */
Thank you for the opportunity to respond to Mr*** complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies
Apricing is the price buyers see when looking at ticket
listings on our siteIt is the price they will pay per ticketAll Fees are built into each listing so there are no surprises at checkout
The purchase price for each ticket, or group of tickets, includes:
The price of each ticket
A variable service fee
Any delivery or handling fees (delivery fees range from $to $per ticket, depending on the delivery method)
Fees may vary, but buyer can always review the applicable fees for their order before buying their ticketsAll the information on pricing is available in the Customer Support section on our website or someone may contact our Customer Service team with any questions on pricing
In reviewing this complaint, Mr*** purchased orders for the Cincinnati Reds at Milwaukee Brewers eventThe prices were displayed in our new Advance Setting ExperienceThe new Advance Setting Experience allows buyers to reveal all prices on site without fees and allows them to toggle the option if they would like to see feesMr*** contacted StubHub and explained that he was not satisfied with the new view as he was not notified of change and requested to waive buy feesWhile we understand Mr*** does not agree with our policy, per our User Agreement:
"StubHub reserves the right at any time to modify or discontinue, temporarily or permanently, the Site, the Services, or any part of the Site or Services with or without notice for any reasonStubHub performs regularly scheduled maintenanceWhile we do our best to avoid customer impact, the Site or our Services may be temporarily unavailable during maintenance periods
We may charge service, shipping, delivery, fulfillment or other fees for using our Services (collectively referred to as 'Fees')StubHub reserves the right in its sole discretion to change Fees at any time as it deems appropriate, including after you list your tickets."
Ultimately, we were able to resolve this case with Mr*** waiving his buy fees on both orders and processed an additional 20% coupon to which Mr*** accepted
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because: the amount of he fee is unreasonably high and was not made clear upon purchaseThis is a predatory business practice to charge such a ridiculous fee without making it clear to customers. Sincerely,*** ***