Stubhub.com

Complaint: ***I am rejecting this response because:
I find the processing fee unreasonable
Upon searching for seats on the website, it appeared that I was purchasing tickets at a cost of $US apiece, for a total of $It was not readily apparent that a $processing fee was added to this total, nor do I believe that this fee would have been noticed by any reasonably prudent individualInstead, it was undoubtedly buried in microscopic fine print and therefore still constitutes misrepresentation and advertising to meIf StubHub were so honest, why not simply advertise the seats at $apiece on the website, so that the consumer can have a fair idea of what it is he is purchasing.Sincerely,*** ***

Thank you for the opportunity to respond to MrLuttner’s Revdex.com complaint, Revdex.com 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 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 refund For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement
As noted above, by using our website, buyers and sellers agree to the terms of our User Agreement. Section 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: ***
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 situationDue 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 review showing that MrSurprise violated the terms of that agreement
Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know
Sincerely,
Chris ***
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 me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***
stub hub is a fraudThe intentionally Mus leead people into purchasesWe, according to their own website purchased "fast pass" ticketsYou are notified until the very fine print on the last email that you are not receiving what you intendedStub hub is a fraudDo not use at allGo directly to ***I have told everyone I know and will continue to purchase elsewhereThere $is not remotely close to the overchargeBut I wouldn't expect much from themPlease, anyone, before using stubhub, contact me directlyBusiness like this do not deserve any considerationThere are plenty of legitimate companies out there

Initial Business Response /* (1000, 5, 2015/10/02) */
Thank you for the opportunity to respond to Ms***' 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
In reference to the complaint, Ms*** purchased tickets for the Denver Broncos at Indianapolis Colts for November 8, The seller listed the tickets correctly with the disclosure noted as "Limited or obstructed view (printed on ticket)"This information was presented to Ms*** when she first reviewed the ticket listing on our site and would have been shown again for her review prior to finalizing her purchaseMs*** noted in her complaint that the picture shown as the view from seats was not accurate and did not show the obstructionHowever, the view shown is an approximate view and does not show the exactly view from the seats selected, rather the approximate view from the sectionIn most cases only a few select seats within the section might have an obstructed view and would not affect the whole sectionDue to this we require sellers to disclose on the listing if there is any obstruction or limited view printed on the ticket
Once the order was placed and the tickets were delivered to Ms***, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listingIn situations where a seller listed all information correctly and delivered tickets as listed 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
We understand in this case that Ms*** has noted that the view from the section and disclosure information was confusingDue to the terms of our User Agreement, we will not be able to exchange Ms***' tickets for another set as all sales are fileHowever, we have reviewed the information and as a one-time courtesy offered Ms*** a partial refund of her fees in the amount of $and Ms*** declined our offerAt this time if Ms*** no longer wants to keep her tickets she has the option to list them for sale on our siteOur customer service team is available by phone, email or chat to assist Ms*** with listing the tickets
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 /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
StubHub.com offered me a coupon for which would only be good for a StubHub.com productIn the information *** sent through Revdex.com she made it sound like a partial refund of my ticket priceAm I being mislead again? *** also admitted that the view of venue they offer on there site does not reflect the exact view which is considered advertisingIf it is not going to be accurate it should be eliminated from your siteYou are misleading and falsifying information to sell your productBeing "confused" is not the same as being misleadYour customer service leaves a lot to be desiredI would like a refund of $in ordered for me to consider this subject closed
Final Business Response /* (4000, 9, 2015/10/23) */
Thank you for the opportunity to respond to Ms***' rebuttal, 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
As previously explained, the tickets Ms*** selected had a disclosure which noted "Limited or obstructed view (printed on ticket)"This information was presented and confirmed through the checkout process when Ms*** purchased the ticketsSince the tickets were listed correctly we are unable to cancel or refund the purchaseAs a one-time courtesy we offered Ms*** a partial refund of $to keep the tickets which she declinedWe have also advised Ms*** that if she no longer wants the tickets she can list them for sale and we will waive the selling fee that is typically chargedOur offer still stands if Ms*** would like the partial refund or help relisting her ticketsHowever, at this point because the tickets were listed correctly we are not in a position to issue a full refund under the terms of our User Agreement
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
Final Consumer Response /* (4200, 11, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is clear that my last response went unreadReceived the same response as last time from stubhubIt would be nice if someone would actually take the time to resolve this matterStubhub, Revdex.com anyone!!!!!!

Thank you for the opportunity to respond to Mr*** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
In reviewing the listings specified in Mr*** complaint I was able to see exactly what the trouble
wasI immediately contacted our mapping team and the listings are now mapped correctly in the VIP Balcony section I’m so sorry for the inconvenience and frustration caused by thisI also apologize for the difficulty faced by Mr*** when dealing with our Customer Service TeamI’ve been sure to go through the list of representatives who handled this issue and disseminate coaching so they will be better to able to help others in similar situationsMr*** will be able to see his listings mapped correctly the next time he logs into his StubHub account
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 *** *** 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 orderedFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** order, he ordered on ticket for *** on *** *** performed at The *** by *** *** *** contacted us on *** ** stating his ticket was not valid for entry
Because we have a partnership with The *** by *** ***, we were able to reach out to the venue and request a scan reportThey confirmed that the barcode issued to *** *** was scanned on *** ** at *** PM without issueWith our partnership, we reissue barcodes for buyers, so *** *** was the only one with access to the one valid barcode for this ticket
As explained above, in 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 refundOur 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 complete
Because the venue confirmed that *** *** barcode was scanned in successfully, we know *** *** ticket was valid for entry and used the night of the concertAs we are only able to offer refunds in cases where tickets are not delivered as listed or are not valid for entry, we are not able to provide a refund on this valid order
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:The problem is, their website doesn't allow customers to remove it on their own, like everyone else's does
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 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_agreementEvent Cancellations, Postponement, and other Event Changes
Cancellation: If an event is cancelled or a contingent event (e.gplayoff game) does not occur, we will remove the relevant listings and email you about the cancellationThe Buyer will receive a full refund and the Seller will, if he received payment, be charged the amount he received for the original saleIf a Seller needs his tickets to obtain a refund of the original purchase, he must reply to StubHub's cancellation email within two weeks of the event cancellationIn reference to *** *** complaint, *** *** sold tickets on 09.24.*** for *** *** *** *** Only taking place on 09.25.***Due to severe weather, this event was cancelled by the PrimaryAs this event was cancelled, we did move forward and cancelled the sale and the buyer was issued a full refund and as *** *** payment had already started the payment process, we did need to recoup the payment on 09.26.*** *** contacted us on 09.26.*** after the email was sent to advise of the cancelled sale questioning the charge applied to his account, at that time we did advise *** *** that the charge was applied due to the payment already being processed to his *** account and advised that as a courtesy we can reverse the charge however we would re charge the account after the payment had completed the process
On 10.04.***, the charge in the amount of $*** for the payment was reversed back to *** *** credit card, however as the payment had already processed to his *** account *** *** was recharged for the payment later on in the day on 10.04.*** *** was charged twice and refunded once for this cancelled sale and the charge is valid as *** *** was paid for the sale and the event was cancelledWe are not in a position to offer *** *** any compensation for this cancelled saleThank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistanceSincerely, Erin StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2016/01/14) */
Thank you for the opportunity to respond to Ms*** complaint, Revdex.com Case ***I have reviewed this matter and understand that Ms*** is dissatisfied with the price paid for tickets to a concertI 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***user_agreement
All listings on our site come from individual sellers who set their own pricesIn most cases, the prices found on our website will be based on market value, popularity of the event, and seat locationHowever, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of eventsAs we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face valueIt is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' businessWhen setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulationsAdditionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy PolicyYou are buying tickets from a third party; StubHub is not the ticket sellerPrices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?"
We can understand Ms*** concerns stated in the complaintHowever the listed ticket price was 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 purchaseWe have already issued Ms*** with a coupon of $However, we are willing to offer Ms*** an additional coupon of $which is valued at 25% of her purchase price for future use on our siteWe have emailed this offer to Ms***
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

Complaint: ***I am rejecting this response
because: As
the representative for Stubhub stated in their most recent rebuttal,
"We do not own any of the ticketslisted on our site.
When buyers place an order for tickets, they are purchasing from a
third party."
How can a company trust 3rd party vendors prove that the ticket was not used? They are 3rd party vendors, and Stubhub is responsible for any damages or mishaps during the purchase processObviously, the 3rd party had sold the ticket elsewhere, because I had not been let into the eventThe customer representative destroyed their own claim by stating this excerptStubhub IS responsible for my situation and every situation that involves me (or any other person) purchasing ticketsAs I have stated prior, I will continue fighting this claim until we reach a resolution that fits both of usAt this moment this resolution is far from a resolution at allThe fault is on StubHub and the details and facts on what was given prove that.Sincerely,*** ***

Thank you for the opportunity to respond to *** *** Revdex.com rebuttal, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It might help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual seller
By accessing or using our website, buyers and sellers 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 completeA copy of our User Agreement may be found at: www.stubhub.com/user_agreement
In reviewing *** *** sale, these seat numbers were mislistedAs stated in our User Agreement, sellers are required to list their tickets accurately and ensure their listings are correct
Sellers are responsible for all costs we incur to make it right with the buyersIn this case, our total cost to make it right for the buyer was $***Per our User Agreement, *** *** would be responsible for this costHowever, as a one-time courtesy we reversed this chargeGiven that the charge reversal has already been provided in this case, no further compensation will be offered on this order
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policiesIt 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 refundOur 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_agreementIn reviewing *** *** complaint, she purchased two tickets on the morning of *** 26th to the *** *** at *** *** game that was played on *** 27thAfter *** *** purchased those tickets, she went on to purchase a parking pass for the same gameThat order was then flagged by our automated security system for further reviewThe parking pass order was then cancelled and *** *** account was lockedA member of the StubHub Trust and Safety team was able to review the purchase later that evening, and *** *** account was then unlockedA phone call was made to *** *** regarding this issue however the phone number on file goes straight to voicemail when called, and a recording states that her voicemail box is full*** *** account was unlocked and she would have had access to her tickets the night before the gameBased on this information, *** *** would have been able to use the tickets that she purchased, and so a refund would not be issued in this caseThank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me knowSincerely, Britney StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr***'s 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 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.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.***In reviewing Mr***'s order ***, when the buyer of these tickets got to their event on 10/18/2015, the venue told them these tickets had already been scanned and were not valid for entryIn cases like this, we do not reach out to the seller that night as our top priority becomes making sure the buyer is able to get into the eventOur Executive Claims department reviewed this order on 10/25/and found the seller had uploaded seat * *** * to both orders for this eventThey processed a charge of $to recoup Mr***'s payment, as it had already been processed, and an additional charge of $for providing an invalid ticketI understand that Mr*** had their tickets on one PDF file and intended to upload all four tickets for this eventIn our system, we are able to see the four tickets that were uploaded and labeled as seats ** ** ** *** *All four pages uploaded were the same two seatsWhen sellers upload tickets to an order on StubHub, they are prompted to upload a PDF file and indicate which pages of their file is meant to be uploaded for this orderAs both of these sales were already completed when Mr*** was ready to upload his tickets, he had to upload tickets to each sale individuallyIn doing so, Mr*** may have incorrectly selected the first two pages of his PDF file in an attempt to make the upload process faster and assuming our system would choose the correct filesSellers are responsible for making sure they select the correct PDF files to upload to their order.We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy ticketsFailure by sellers to deliver tickets as listed creates a bad experience for our buyersAs a seller on StubHub, Mr***'s is responsible for listing his tickets correctly and fulfilling his orders as listedWe understand that mistakes may occurBecause of this, we would be able to waive 50% of Mr***'s additional charge of $on this order, resulting in a refund of $50% of the charge can be reversed as this was his first drop and this is all we would be in the position to reverseGoing forward, we will not be in the position to extend the same courtesy.In reviewing Mr***'s other order *** referenced in his complaint, this sale was unable to be fulfilled normally by Mr*** as his account was locked due to a chargebackWhen an outstanding chargeback is open with a customer's bank, their StubHub account is locked until that chargeback is resolvedBecause Mr*** contacted us regarding this issue on 12/18/and on 12/21/2015, we would be able to reverse the charge on this order as a one-time courtesyWe understand that this was a unique situation that stopped Mr*** from fulfilling this order and delivering tickets successfullyMr***'s account currently remains locked as a second chargeback was opened and has not yet been resolvedIf Mr*** would like to accept either offer for 50% of the charge for order *** and/or 100% of the charge for order ***, the chargeback currently open with Mr***'s bank would have to be closed in our favorAt that point we would reactivate Mr***'s StubHub account and process one charge reversal for $and one for $However, we would not be able to process payment for either of these orders because the tickets were not delivered properly or used by the buyerMr*** was paid $for order *** that was delivered incorrectly, and the $charge for this payment will stand.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 *** *** Revdex.com rebuttal, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellersIt is the seller’s responsibility to cooperate with an investigation and supply informationAs 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 purchaseWe use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordinglyThe investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alikeWe 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
After reviewing the orders in question, both the purchase (Order #***) and the sale (on Order # ***) I was able to see that while *** *** bought these tickets on StubHub he claims that he is not the one who resold them on site*** *** has provided no proof or documentation to support this claimWhen our Trust and Safety team looked into the matter, they determined that the tickets had been uploaded for sale from the same location where they were purchasedThis information would lead StubHub to view this as a valid resale as there are no signs of fraud or unauthorized activity
To address the idea of us refunding *** ***, we would not be able to refund him due to the reselling of the tickets*** *** was able to set the price of the tickets that he was reselling in order to make up the cost of what he paidAs previously noted, due to our Trust and Safety team determining that they were relisted from the same location that they were purchased from, we would not be able to refund him the difference
*** *** is welcome to provide any information or documentation to our Marketplace Investigations Team at ***However, as we have received no documentation or information to support *** *** claim, the charges will stand
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

Initial Business Response /* (1000, 5, 2015/12/01) */
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 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
In reviewing this complaint, Mr*** purchased tickets to a Detroit Pistons at Brooklyn Nets game on November 29, Mr*** contacted us to advise that he was just looking at the tickets and the purchase went through in errorWe reviewed the purchase and we were able to confirm that the ticket details were reviewed and confirmed in the checkout process as and no site error occurredWe informed Mr*** that we are unable to cancel an order once it is placedUnder the terms or our User Agreement it states, "You are responsible for reading the complete listing before making a commitment to buy ticketsWhen placing an order, you are entering into a binding contract with the Seller to purchase those ticketsPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept for cancelled events, you will not receive a refund for completed purchasesYou cannot change or cancel any orders after the sale is complete."
We offered to help Mr*** list his tickets for sale on StubHub and waived his selling feesHe was able to list the tickets but unfortunately they did not sell before the event started and the listing expiredWhile we understand Mr***'s frustration with this situation we are unable to issue a refund due to the terms of our User Agreement stated aboveHowever, as a one-time courtesy we can offer him a coupon for what he paid in the amount of $This offer was emailed to Mr*** and we are still awaiting his response
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 MrBolding’s complaint, Revdex.com Case ***I understand the concerns noted and will address this issue as it pertains to StubHub policies
After reviewing MrBolding’s original purchase, our technical team was not able to find any issue with the date display at the time the transaction took placeWhile we can see MrBolding was looking at both dates while browsing our site, there are no signs of a technical error on our endWe are sincerely sorry MrBolding purchased for a date he was not able to attend but it appears the StubHub resell system worked as intended in this caseMrBolding relisted his tickets with help from our Customer Service Team and they sold on order ***Since we waived MrBolding’s selling fee his payout would total $99.96, and this would appear to resolve MrBolding’s issue of buying tickets for a date he could not attendAs to the previous response from StubHub, we apologize for any frustration caused by the confusion with MrBolding’s nameWe are sincerely sorry for this clerical error and any difficulty that may have arose from itThankfully, these tickets have sold and the event has passed and another PortugalThe Man Fan was able to attend the show thanks to MrBolding
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

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 *** *** order, she purchased two tickets for *** *** *** performing on *** On *** 21, *** *** seller notified us that their original purchase had been canceled and they would no longer be able to fulfill this saleWe sent the order to our replacements team to cover *** *** under our Fan Protect Guarantee, which states we will find you comparable replacement tickets or provide a full refund if your purchase is not able to be fulfilled as listed
As we are a live marketplace, the tickets we have available can change at any timeWhen *** *** order was replaced, we replaced them with the most comparable tickets on site at that timeWhile we always try and upgrade our buyers with better replacement tickets if possible, as we cannot guarantee the tickets that will be available on our site, our User Agreement explains we will provide comparable replacement tickets if needed
*** *** contacted us on *** 22nd and stated she did not want the replacement tickets we were able to provide, we instead provided a full refund as the original tickets *** *** purchased were not available
While we understand that this was an inconvenience for *** ***, we covered her under our Fan Protect Guarantee when the tickets she purchased were not availableWe attempted to provide comparable replacement tickets, and instead provided a full refund as requested
As *** *** has received a full refund for her purchase, no further compensation can be provided
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/10/27) */
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
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
In reference to Mr***'s complaint, he purchased a ticket to the Tidal X concert on October 20, When the purchase was made Prince was listed as one of the many performers at the eventDue to an unknown reason Prince did now performWe understand this can be frustrating however our User Agreement states, "StubHub is not responsible for partial performances, or venue, line-up, date, or time changesNo refunds will be issued in these instances." Since the event still took place and we paid the seller based on the listed price for the ticket, per the terms of our User Agreement, we are not in a position to provide Mr*** with a refund for the purchaseAs a onetime courtesy, we have already issued Mr*** a coupon of $for future use on our site
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

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, he placed an order in July for a *** *** concertWhile we understand *** *** is requesting a refund for this order, we are unable to accommodate this request. When placing these orders, *** *** was provided the estimated delivery date and by placing the orders, *** *** 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. On 5/12/***, *** *** was provided with a full refund in the amount of $***
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
Erin
StubHub Executive Customer Care