Stubhub.com

Thank you for the opportunity to respond to *** *** complaint, Revdex.com Case #***I will provide information as it pertains to StubHub policies
It might help to explain that StubHub is a 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

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, 2015/10/27) */
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

Complaint: ***I am rejecting this response because:
According to STUBHUB Fan Protect Guarantee, the following applies:
FanProtectTM for Buyers
Summary of StubHub guarantee to Buyers:
You will get your tickets in time for the event
Your tickets will be valid for entry
Your tickets will be the same as those you ordered
If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase
and
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I understand now that reselling the tickets is the only way we will be able to recover the money we lostSince this is the case, then waiving the selling fee is a step in the right directionHowever, we would still have to price the tickets much higher than the other comparable tickets are being sold forThis fact is supported by StubHub’s own recommendation to list the tickets for $each! To increase the odds of selling these tickets for a competitive price StubHub should also refund the buying fee that was charged for the unwanted purchase. Sincerely,*** Rosenberg

Initial Business Response /* (1000, 5, 2015/10/16) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Ms*** is dissatisfied with the price paid for tickets to a theatre eventI will provide information as it
pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementOur User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesExcept for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are finalAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
All listings on our site come from individual sellers who set their own pricesIn most cases, the prices found on our website will be based on market value, popularity of the event, and seat locationHowever, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of 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***'s 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 purchaseAs a onetime courtesy, we are willing to offer Ms*** a coupon valued at 25% of their purchase prices for future use on our siteOr if Ms*** no longer wants to keep the tickets she can list them for sale on StubHub and if they sell we will waive the sell feeWe have emailed this offer to Ms*** and waiting her response
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from the business because I am not satisfied with a company that allows their sellers to be dishonest about the original price of the ticketI don't think that this company operates with integrityI only want to be refunded the difference for the tickets that were originally $a piece and I was charged times thisOutrageous! Stub Hub is to busy giving protecting their sellers that the buyers are victimsNo one reads the fine print on every website!
Final Business Response /* (4000, 9, 2015/11/04) */
Thank you for the opportunity to respond to Ms***'s rebuttal, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Ms*** is dissatisfied with the price paid for tickets to a theatre eventI will provide information as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementOur User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesExcept for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are finalAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
As previously explained Ms*** was presented with the listed ticket price and accepted this price when she completed the purchase on our websiteUnder the terms of our User Agreement, we are not in a position to provide Ms*** with a refund for the purchaseAs a onetime courtesy, we are still honoring our initial offer which we presented to Ms***We offered a coupon valued at 25% of her purchase price for future use on our siteMs*** also has the option to list her tickets for sale on StubHub if she no longer wants to keep the ticketsMs*** can contact our Customer Service team to accept the coupon; however we will not be providing any further compensation for this matter
Our policies regarding this issue have been notedWe do not have anything further to add
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of any further assistance
***
Executive Customer Care Team

Thank you for the opportunity to respond to MsArmstrong’s 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 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 ***
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 40% 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 MsArmstrong’s complaint, when the tickets in question were listed for sale on StubHub, the delivery method was set as UPS by MsArmstrongOn MsArmstrong’s last contact with StubHub, she mentioned she was not sure what shipping method she used, but was fairly certain it was the United States Postal ServiceAs this package would have had a UPS shipping label on it, it would be very unlikely that USPS would have carried out the shippingAs a result, MsArmstrong’s buyer for this order did not receive the ticketsPer our User Agreement, StubHub had to hold MsArmstrong liable for a portion of the cost incurred making this unfortunate situation right with the buyerAs these a valid charges that were made due to tickets not being delivered to MsArmstrong’s buyer, the charges will stand
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
Chris ***
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:
Stubhub's response was not responsve Stubhub charged a hidden and deceptively large broker fee for me to purchase the two tickets in relation to the price of the tickets Subhub intentionally hides the ticket buyer's (and the ticket seller's) commsssions and buries them in the respective final invoices Notice that stubhub's response still does not even detail the obsessive commissions they made on the sale Their commission rates are highly variable and unpredictable I want a total refund of my money They are engaging in deceptive business practices I can never resell the two tickets for the price they charged me
Sincerely,*** *** two tickets

Revdex.com:Although I do not believe the business practices are ethical, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me It was definitely a mistake to trust StubHub I believe it is wrong for a business to take money for a product or service that they do not provideI appreciate the Revdex.com's help in securing the refund.Sincerely, *** ***

Complaint: ***I am rejecting this response because: I followed the Stubhub company's guideline to post my tickets, I posted my tickets and listed all the ticket numbers explicitly, its their system's error to post it as connected seatsI never click any option to select its connected seatsAnd that's the main reason they shall be responsible for their system's error and return me the overcharged fees for the buyer's return itemsThank you!!
Sincerely,*** ***

Thank you for the opportunity to respond to MsMarco’s complaint, Revdex.com Case ***I have reviewed this matter and understand that MsMarco is dissatisfied with the price paid for tickets to an Enrique Bunbury concert and that she made her purchase accidentallyI will provide information as it
pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementOur User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are finalAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at ***
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 MsMarco’s concerns stated in the complaintHowever the listed ticket price was accepted when she completed the purchase on our website. Since 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 MsMarco with a refund for the purchaseWe understand that MsMarco made this purchase by accident while in a rush, but as StubHub does not own these tickets we cannot relist themMsMarco is now the owner of these tickets and she is welcome to resell themTo help in this process StubHub would gladly waive the Sell fee normally charged for selling tickets on our siteThis would enable MsMarco to price her tickets for the price she purchased them at, and make her money back if the tickets sell
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Chris ***
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/06/03) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies
Unfortunately we are unable to find a record of any sales on
Ms***'s StubHub accountWe would like to assist Ms*** with the issue she is havingI have called Ms*** at the number listed, unfortunately I was not able to reach herIf Ms*** contacts us back at XXX-XXX-XXXX our Customer Service team will be happy to assist her in attempting to locate the account under which the sale was madeIf Ms*** has an email from us noting an order number, which will greatly assist in locating the correct information in order to assist with the issues
If I can be of any further assistance, please let me know
Sincerely,
***
StubHub Executive Customer Care

Final Consumer Response /* (2000, 6, 2016/01/07) */
Case resolved, they refunded in full
Thank you so much for your help and thank you stubhub for doing the right thing
Take care,
***

Complaint: ***I am rejecting this response because:
I do not agree with the fee as it was noted, I contacted you about the issue immediatelyI removed the tickets days prior, do not understand why they were is showing on your site. Seems to me to be a computer malfunctionI most definitely agree not get paid for the seats, but the fee is absurdthat is a 50%+ penalty, which should be against the lawI do not understand how this could be legalI will not do business any more on your site and will tell my collogues to avoid this site as well
Sincerely,*** ***

Complaint: ***I am rejecting this response because:I believe you are aware that a scammer is working on your website. The reference number from my tickets is *** List price for ticket $216.24 Date and location - *** *** *** **. I cannot post my email address because I do not wish my email to be public.
If you do not remove this seller from your website, then I have not recourse but to accuse you of knowingly helping to sell scammed tickets. Not a good thing for a "reputable" website to be doing.Sincerely,*** ***

Thank you for the opportunity to respond to Mr*** 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 *** While understand Mr*** complaint, the events that appear when searching for an event include the surrounding areas as well. The event that was selected by Mr*** was for Busch Stadium in Saint Louis, Missouri. The Checkout Page also included this information and Mr*** confirmed the purchase by selecting Buy Now. This completed the purchase. The website was working properly and our Help page was fully functioning on August 27th, 2017. Mr*** had access to both the Help page and our User Agreement, which explains that once a valid purchase is completed, it cannot be cancelled. Because we are a fan to fan marketplace, as explained above and in our User Agreement, all sales are final unless the seller does not fulfill as listed or the event is canceledAs these tickets were listed correctly and no site error occurred during the purchase, this order is valid. We are unable to provide compensation for this orderThank 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 I have yet to receive the payment or the credit, and this has been a real nightmare due to their mix.ups.Sincerely,*** * *** *** ***

Initial Business Response /* (1000, 5, 2016/01/13) */
Thank you for the opportunity to respond to Ms***'s complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address this issue as it pertains to StubHub policies
It might help to explain that StubHub is a secondary ticket
marketplace website 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 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."
In reviewing this complaint, Ms*** purchased tickets for Tool and Primus on January 9, The seller was contacted us on January 7, confirming that they would be uploading the tickets to fulfill the orderOn January 9, the seller still had not fulfilled the orderWe immediately attempted to locate Ms*** comparable replacement tickets at no additional cost to her per our FanProtect Guarantee as stated above, but unfortunately, there were no tickets availableAt that point we did have to process a full refund back onto her credit card per our FanProtect GuaranteeThe refund began processing on January 11, and can take 3-business days to be completed
We understand that this was a very poor experience for Ms***As a courtesy, we also issued a coupon in the amount of $to use on our site for a future purchase
If 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 ent***g into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception cancelled events or when a seller does not fulfill an order as listedBuyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: www.stubhub.com/user_agreement
In reviewing *** *** account, she placed an order for *** *** on *** for the show taking place on ***, which has now been postponedWhen placing this order, *** *** was provided the estimated delivery date and by placing the order, *** *** agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be fulfilledWhile sellers are not paid until the tickets are delivered to their buyer, in most cases sellers fulfill their orders well before the estimated delivery date, which is why we are unable to provide refundsWe do understand that *** *** has postponed and no date was provided for the new show however, *** *** will honor the tickets with the original date/time printed on themWhile we do understand the frustration this event has caused due to the postponement and not cancellation, as a one-time courtesy I have issued a full refund back to *** *** credit card in the amount of $***, please allow up to business days for the refund to reflect, this refund will also invalidate the tickets provided to *** *** and they will no longer be valid for the rescheduled date
Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,
Sincerely,
***
StubHub Executive Customer Care

Thank you for the opportunity to respond to MrRiley’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 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 ***
We would like to assist MrRiley but we are not able to find an order or account under the email address, account ID, and phone number he included in his complaintOnce we get an order ID or the email address that he used to purchase the tickets with, we would be more than happy to assist MrRiley furtherUntil then, we do hope this gives MrRiley a better understanding of our marketplaceIf I can be of any further assistance, please let me know
Sincerely, Garrett StubHub Executive Customer Care