Stubhub.com

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case # [redacted] I will provide information as it pertains to StubHub policies In reviewing [redacted] account, we understand the situation and how the flight times getting switched was not in [redacted] control or her fault in anywayHowever, as StubHub is not the owner of the tickets of the tickets in question, but just the marketplace on which the tickets are bought and sold, we would not be able to process a refund on this particular purchaseWhen [redacted] purchased these tickets for the specific date of the game the seller was notified, and in the correct time period promised uploaded valid tickets to the game and fulfilled his portion of the sale exactly as promised [redacted] being unable to attend the game is not the seller’s fault any more than it is [redacted] Therefore StubHub would not penalize the seller due to a change in the buyer’s plansThis is why we offer the ability to resell tickets on our marketplace and waived [redacted] selling fees for her to be able to do soWhile it is unfortunate that [redacted] tickets did not sell, StubHub does not promise or guarantee any seller using our site that their tickets will sellAs thousands of people whose plans change or are simply unable to attend their events are able to resell their tickets on site every day we try and provide the easiest marketplace to be able to do soAs [redacted] is able to sell that room to someone else and the flight is cancelled and no longer occurring, both marketplaces would be able to refundIn this case, these tickets are now the property of [redacted] it is her responsibility to resell them, which would not be the same for the room or the flightAs a secondary ticket marketplace we are unable to process refunds unless an event is cancelled by the venueThank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ Thank you for the opportunity to respond to Mr [redacted] 's complaint, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Mr [redacted] is dissatisfied with the price paid for tickets to a Canadian event on our websiteI will provide information as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementOur User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesExcept for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are finalAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement All listings on our site come from individual sellers who set their own pricesIn most cases, the prices found on our website will be based on market value, popularity of the event, and seat locationHowever, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of eventsAll prices are listed in US Dollars and are non-negotiableAll potential buyers will see 'USD' after prices on StubHub; this is visible from the Tickets Details page through checkout and denotes for the buyer that the prices shown are in United States DollarsOnce a buyer places an order on our website in US Dollars, the order converts to their respective currency when processed through their bank or financial institutionStubHub is not responsible for any financial charges or exchange fees for purchases made from credit or bank accounts from outside the United States In reviewing Mr [redacted] 's complaint, he stated he was unware his order was placed in US Dollars instead of Canadian funds, however StubHub takes multiples steps to ensure our customers are aware that tickets listed and sold on our website are in US Dollars before an order is placedFor instance, when on our StubHub.ca website, Mr [redacted] would have received a pop up notification notice stating the following: "Thanks for stopping by StubHub.ca! All prices are in US dollarsIf you're unsure how much your tickets cost in Canadian dollars or how much to list your tickets for, you can use any exchange rate calculator to check." In addition, on every page of the checkout process, as we previously stated, we disclose the currency being charged for the tickets is in USD or US Dollars, which Mr [redacted] accepted when he 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 Mr [redacted] with a refund for the difference in exchange rates Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because there was/is no pop up advising that the purchase for a Canadian event purchased in Canada was being sold in USDStubhub can hide behind pages of details all they wantThat is slight-of-hand sellingA business practise known better on the streets I advise everyone I know and more not to use Stubhub in Canada Regards Final Business Response / [redacted] (4000, 9, 2015/09/17) */ Thank you again for giving us the opportunity to respond to Mr [redacted] 's rebuttal, Revdex.com Case XXXXXXXX As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the eventYour tickets will be valid for entryYour tickets will be the same as those you orderedIf any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement As previously explained, StubHub takes multiples steps to ensure our customers are aware that tickets listed and sold on our website are in US Dollars before an order is placedFor instance, when on our StubHub.ca website, Mr [redacted] would have received a pop up notification notice stating the following: "Thanks for stopping by StubHub.ca! All prices are in US dollarsIf you're unsure how much your tickets cost in Canadian dollars or how much to list your tickets for, you can use any exchange rate calculator to check." Also during the checkout process it is disclosed the amount being charged is in USD or US DollarsWe understand that this is frustrating for Mr [redacted] however per the terms of our User Agreement, we are not in a position to provide Mr [redacted] with a refund for the difference in exchange ratesOur policies regarding the issues have been noted and 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 any further assistance [redacted] Executive Customer Care Team Final Consumer Response / [redacted] (4200, 11, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I give upNever use stub hub againAnd I tell all my Canadian friends Regards

Complaint: [redacted] I am rejecting this response because: whether it was Stub Hub's "sell" feature or Flash Seats' "sell" feature, it did not work and the "help" e-mail address provided did not respond to my request for helpIf the "sell" feature was Stub Hub's then they are accountableIf clicking "sell" forced me into Flash Seats' "sell" feature, then Stub Hub is still responsible because it was the only method for selling the ticket that they provided, and it did not workThe correct thing for Stub Hub to do is to compensate me for the ticket I was unable to sell using their platform, rather than make excuses Sincerely,Jesse [redacted]

Complaint: [redacted] I am rejecting this response because: During the initial contact, Stubhub stated they would reimburse $ [redacted] of the fee We have this on VM Since that contact, this has not been done.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Thank you for the opportunity to respond to Mr [redacted] '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, Mr [redacted] purchased a ticket to PAX Prime Seattle for Sunday 8/30/on August 18th, The seller shipped it the following day on August 19thThe UPS tracking information on the package showed that there was no movement on the package after August 20thMr [redacted] contacted us on August 28th reporting that he had not received the ticket yet and inquiring when he would receive the ticketWe opened an investigation with UPS to find the lost package and immediately attempted to locate Mr [redacted] comparable replacement tickets at no additional cost to him 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 his credit card per our FanProtect GuaranteeThe refund of $was issued on August 28th If I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to MrPhelan’s complaint, Revdex.com Case [redacted] 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 AgreementA copy of our User Agreement may be found at [redacted] Per our User Agreement, it I noted that when a buyer places an order, the buyer is entering into a binding contract with the Seller to purchase those tickets or related passesPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete In reviewing MrPhelan’s account, he contacted us on 04/09/stating that he did not make the purchase of tickets for the completed order on his accountOur Trust & Safety team is reviewing all the information on this order and will be reaching out shortly to assist MrPhelan as best they canThey will be able to provide some pertinent details regarding this order and suggestions to further protect yourself when purchasing online If I can be of any further assistance, please let me know Sincerely, Chris [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr [redacted] complaint, Revdex.com Case [redacted] 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 [redacted] When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee In reference to Mr [redacted] complaint, the tickets in question were sold on 6.4.16, a confirmation email was sent immediately notifying Mr [redacted] of the sale and advised to ship his tickets within business days which in this case would be on On the morning of 6.7.16, the tickets still had not scanned into transit with UPS and at that time per the terms of our User Agreement and FanProtect Guarantee, we located replacement tickets for the buyer which resulted in a charge of $for the cancelled sale and Mr [redacted] will not receive paymentMr [redacted] contacted us on after the order had been cancelled to state that he had dropped of the tickets at a UPS drop box on Unfortunately, as the tickets were not dropped off and tracking on to be delivered by the expected delivery date of the order was cancelled and replaced per the terms of our User Agreement and FanProtect GuaranteeDuring the phone call with Mr [redacted] on 6.7.16, we advised that as a one-time courtesy we would waive the $charge however we would not be issuing payment on this order as the tickets were not delivered to the buyer by the expected delivery date Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance Sincerely, [redacted] StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Thank you for the opportunity to respond to Mr [redacted] '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 websiteAll of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their ticketsOur 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 It is stated in our User Agreement under Buying Tickets: "When placing an order, you are entering into a binding contract with the Seller to purchase those tickets or related passesPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept for canceled events, you will not receive a refund for completed purchasesYou cannot change or cancel any orders after the sale is complete." In reviewing this complaint, Mr [redacted] contacted our Customer Service department on 5/16/concerning the price of the tickets he purchasedMr [redacted] stated tickets he purchased were listed around $per ticket but had paid $2,per ticket due to an error on our websiteThe issue was forwarded to our technical team for reviewWhile our technical team was investigating this issue, Mr [redacted] contacted us again on 05/17/stating there was a site error and requested a refund for the purchaseAs a onetime courtesy, a member of our customer service team agreed to provide Mr [redacted] a refund which was promptly processedOn 05/20/2015, we received the investigative results back from our technical teamsTheir review showed that Mr [redacted] was presented with the correct pricing information of $2,throughout his purchase process and before he finalized his purchaseThere was no evidence to support a site errorSince Mr [redacted] was provided a refund before the results were returned, we have agreed to let this refund stand however this was not an error with the StubHub site Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe this to be trueStub Hub is absolutely at fault because when I was searching for tickets, I also checked to see what the lowest to highest range was for this game and the highest per ticket price was a little over $Based on that it would be impossible that tickets that expensive would have come up in my searchFurthermore, when I contacted Stub Hub initially, they said it was an IT error on their part and refunded us the purchase price So, either their website is faulty, because when I searched by a certain price, tickets in a completely different range came up, or their IT depart is wrong because they told me it was their error, when now supposedly, it was my error Would any reasonable person expect that you could find tickets that expensive for a regular season game with no meaning? The fact that you even have to be on guard for something like to happen is absurdSomehow the price got switched between when I hit order and they sent the confirmationI will never order from them again Final Business Response / [redacted] (4000, 9, 2015/06/23) */ Thank you again for giving us the opportunity to respond to Mr [redacted] 's rebuttal, Revdex.com Case XXXXXXXX As previously explained, StubHub is a secondary ticket marketplace websiteAll of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their ticketsOur 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 It is stated in our User Agreement under Buying Tickets: "When placing an order, you are entering into a binding contract with the Seller to purchase those tickets or related passesPayment is remitted to StubHub and disbursed to the seller according to our payment policyAll Sales are FinalExcept for canceled events, you will not receive a refund for completed purchasesYou cannot change or cancel any orders after the sale is complete." At this time we do not have any further information to provide, Mr [redacted] has been advised that there was no site error and has also been provided with a refund as a one-time courtesy Thank you for the opportunity to provide information about StubHubIf I can be of any further assistance, please let me know [redacted] Executive Customer Care Team

Complaint: [redacted] I am rejecting this response because: when I spoke to a stub hub representative they only told me I needed to pay a $ [redacted] fine which I did If I needed to pay the $ [redacted] this should have been made aware to me at that timeSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: All the government entities I research regarding contract law and consumer protection law seem to say StubHub does not follow the laws that are in place to protect consumers.Sincerely, [redacted] ***

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement In reviewing [redacted] sale, she sold one ticket for The [redacted] event on [redacted] **This ticket was listed as Section K, Row In reviewing the ticket, this ticket was listed incorrectlyThe Section on this ticket is Tier 3, and the row is KAs the section was incorrect, this order was canceledHowever, the buyer utilized the ticket to attend the event and had a valid ticket and seat, we determined [redacted] should remain paid on this sale On [redacted] the $ [redacted] charge that was processed to [redacted] credit card ending in [redacted] was refunded [redacted] payment was also processed at that time$ [redacted] was deposited into [redacted] direct deposit account on [redacted] *At this time [redacted] has been paid for these tickets and the additional charge reversed Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It [redacted] 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 [redacted] 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 [redacted] not be paid and [redacted] 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 [redacted] 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 [redacted] canceled sales, he listed multiple tickets with us on [redacted] and for [redacted] in [redacted] ***When listing on StubHub, all tickets listed must be consecutiveWhen purchasing tickets, there is a notification that “All tickets are guaranteed to be together” on each listingWhen in the listing process, before creating any listing, our site states “By listing tickets on our site, you’re agreeing to our Seller Policies.” If users are unfamiliar, they can click on the words “Seller Policies” to read moreThe third outlined policy states, under tickets you are not allowed to list, “tickets for non-consecutive seats”Tickets listed on our website must always be consecutive so if a buyer purchased all tickets in the listing, their seats would be together As [redacted] listed non-consecutive seats, these cancellations are validIt is every sellers responsibility to make sure their listings are accurate and follow our seller policiesOur site is unable to confirm whether or not tickets are listed correctly as every venue is different, so sellers are responsible for their listing details Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect GuaranteeAs explained above, this includes a 40% charge when a sale is canceled or the full cost of replacement tickets for the buyerIn this case, [redacted] incurred this cost on each of his ordersOn his first canceled sale, the cost to make it right for the buyer was $***The second and third sale’s charges failed to process to [redacted] credit cards on file and processed as credit memos on [redacted] account totaling in $ [redacted] As a one-time courtesy as this was [redacted] first canceled sale, we have reduced the charge of $***to closer to a 40% cancellation charge to $As [redacted] listed tickets against our user agreement and seller policies, this cancellation charge is valid In reviewing the expectations that were set for [redacted] regarding his other two orders, we understand that the proper education and expectation regarding cancellation was not providedAs a one-time courtesy, both charges for these canceled sales have been removed from [redacted] account and these balances are no longer owed 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: [redacted] I am rejecting this response because: In the past Stubhub Costumer Service has stated I can print pdf tickets and mail them which was my planThen [redacted] only allowed me to have Mobile tickets after I originally purchased PDF ticketsIve been using stubhub for years and this is not my faulti had no other option but to cancel due to the policy changeI Think a one time courtesy would be a reasonable request due to the circumstancesi lost on the tickets and now get charged a feeThere were many tickets listed and my cancellation had no cost to stubhubIt was a valid reason for cancellationId like a refund pleaseSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/12) */ Thank you for the opportunity to respond to Mr [redacted] 's complaint, Revdex.com Case XXXXXXXXI 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 eventsAs 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 Mr [redacted] 's account, he placed an order for Mid New Years Eve tickets on December 31, Mr [redacted] contacted us on January 1, 2016, after the event took place and explained that he was unable to download the tickets which caused him to not attend the eventWe explained our business model to Mr [redacted] and sent the information to our technical team to reviewAt this time we were unable to duplicate the issue Mr [redacted] experiencedWe believe the problem may have been caused by the computer or device he was using to download the tickets Under the terms of our User Agreement we would not be in a position to issue Mr [redacted] a refund because the correct, valid tickets were successfully delivered to himHowever, we understand Mr [redacted] frustration because he was unable to attend the eventAs a one-time courtesy we have issued Mr [redacted] a full refund of $ Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/10/28) */ Thank you for the opportunity to respond to Mr [redacted] 's complaint, Revdex.com Case XXXXXXXXI have reviewed this matter and understand that Mr [redacted] 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.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 Mr [redacted] 's concerns stated in the complaintHowever the listed ticket price was accepted when he 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 Mr [redacted] with a refund for the purchaseAs a onetime courtesy, we are willing to offer Mr [redacted] a partial refund of the fees in the amount of $We have emailed this offer to Mr [redacted] Also Mr [redacted] has the option to list the tickets for sale on StubHub if he no longer wants to keep the ticketsIf he decides to list the tickets we will waive the selling fee when they 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, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the 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 GuaranteeHowever, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee In reference to [redacted] complaint, [redacted] buyer contacted us to advise the tickets received stated ‘Limited View’ on them and felt that [redacted] had mislisted the tickets since the disclosure ‘Possible Obstruction’ was originally selected which they felt was misleading as it implies there may or may not be an obstructionWe had contacted the venue who relayed that there is a pole directly in front of these seats which obstructs the view of the stage Since [redacted] had mislisted these tickets, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM GuaranteeAs a result, [redacted] was not paid for the order and he was held liable for a portion of the costs we incurredWe incurred high costs in resolving this issue for the buyer by refunding the full cost they had paid In this case, our total cost to make it right for the buyer was $ [redacted] Per our User Agreement, [redacted] would be responsible for a portion of these costs, 20% of the total cost, or $ [redacted] However, as a one-time courtesy, we had refunded a portion of the charge in the amount of $ [redacted] that had been submitted to [redacted] credit card on file [redacted] has since contacted back in and has received a remainder of a refund of the original $ [redacted] charge in the amount of $ [redacted] as an additional courtesy [redacted] now has the full $ [redacted] fee refunded to him 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, [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listedWe understand that mistakes may occurAlthough [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of those costs on one of his ordersGiven that consideration was already given in this case, the remaining 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, Andrea StubHub Executive Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and there is no point in continuing this I and what is likely to be 200-other ticket holders would not find this satisfactoryIt is a shame that such a large company that has been great work with over the past years has a degradation in their customer service levels and fails to put the customer firstAt the very least you have admitted that it is an issue with stubhub [redacted] DOES NOT HAVE THIS SAME ISSUE I rest my case, and sincerely hope that you make efforts to improve customer service with in your companySince day one of this process I was pointing out a flaw in the system that when resolved would generate more money for stubhub as well as the ticket sellersI was interested in a partnership, not simply there to bash your company/practices/or technology systems Sincerely, [redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party By accessing or using our website, buyers agree to the terms of our User AgreementIt is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception cancelled events or when a seller does not fulfill an order as listedAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementA copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing [redacted] sale, he sold tickets on July 15th and indicated he could upload those tickets in AugustThe tickets were uploaded and the sale was fulfilled on August 9thWhen sellers list and sell tickets on StubHub, they are paid for all tickets they deliver in accordance with timelines and our User AgreementPayment does not begin processing for sellers until the tickets are delivered to the buyerOnce the tickets were uploaded, [redacted] payment began processing and, as indicated by his initial confirmation email, processed to his PayPal account within business days [redacted] payment has now successfully processed to his PayPal account as this order has been fulfilled 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 [redacted] Revdex.com complaint, case [redacted] 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 When purchasing tickets on StubHub, the default pricing shown when browsing is the price per ticket before feesWhile browsing for tickets, there is a ‘Filter’ option, within this option there is a checkbox that can be applied which will allow a user to ‘Show prices with approximate fees’This will display the approximate total price per ticket which considers the processing fees, delivery fees, etcOn the checkout screen, the Order Total shown indicates that it includes all fees within the wording just below the priceThere is also a ‘Pricing Details’ link which will show a breakdown of the cost per ticket plus the applicable feesSince this information was presented to [redacted] at the time of the purchase we are not able to offer a refund for this orderThe tickets were delivered into [redacted] account upon purchasing the tickets on [redacted] and were valid for the game on the same day 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 Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] Fischer