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Stubhub.com Reviews (899)

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 *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund
Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passesAll sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: www.stubhub.com/user_agreement
In reviewing *** *** purchase, he purchased four tickets for *** *** *** at *** *** on *** He contacted us when he arrived to the event and was told his tickets were not valid for entry
StubHub sellers have a proven record of reliabilityWhen orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers sufferFor all sellers, we require authorization of a valid credit card prior to listing ticketsIf, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges 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 buyer
As such, it is not in the interest of sellers to misrepresent the tickets they sell on StubHub
In order to maintain trust in our marketplace, we want to make sure our buyers receive valid ticketsHowever, we understand that mistakes may occurFor example, a seller might be tempted to increase their chances of selling their tickets by posting them for sale on multiple sitesThey could end up selling the same tickets to different sets of buyers, which may then prevent our buyers' entry into the eventSellers may also upload duplicate tickets in errorRegardless, the terms of our User Agreement note that sellers are responsible in these situations
In our effort to protect our buyers and sellers, we may screen ticket sales or listings for signs of fraud using algorithms or automated systems, which may result in automatic cancellation of listings or sales and temporary or permanent suspension of accountsIn addition, we uphold our FanProtect Guarantee for both buyers and sellersStubHub will investigate all invalid ticket claims under the Guarantee and determine resolutions on a case-by-case basisPer our User Agreement, we may report any abuse on our site to the appropriate legal authorities
We want to make sure our buyers have a great experience at an eventThrough messaging in the Customer Support section of our website and in the emails we send to buyers when tickets are delivered, we strongly encourage our buyers to take our phone number (866.788.2482) with them to the event, just in caseThough highly unlikely, we want our buyers to contact us immediately if they experience any problems with their tickets at the venueWe want to assist them in every way possible to make sure they are able to attend the event as planned, which may include attempting to provide replacement tickets if there is an issue with their tickets
In the case of *** *** order, a mistake on the sellers end did occur and result in the tickets being invalid at the eventWhen *** *** contacted us from the event, our customer service agent found him comparable replacement tickets to still get into the event
*** *** order was sent to our Marketplace Investigation team to investigate the invalid ticket reportWhile it was noted by the customer service representative that a callback at AM was requested, we are unable to guarantee a callback at a specific time and can only guarantee that this will be handled in Marketplace Investigation’s turnaround time, 24-hours
In the afternoon on *** 30, a Marketplace Investigation representative reached out to *** ***While we were able to provide replacement tickets on *** 29, they were on the other side of the stadium than *** *** had desiredAs it seemed this had not been clearly communicated on the 29th and as a courtesy, we provided a full refund to *** ***
At this time *** *** has been provided a 100% refund of $***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 policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements
In reviewing *** *** sales, he sold two tickets to *** performing in ***He original sold these tickets on an account with his gmail email address on *** *** ***He was paid via ***These tickets were also listed on a different StubHub account with another email addressThis listing was never deleted or deactivated and remained active until they soldOn *** ** these tickets sold a second timeAs *** *** had previously sold these tickets on his gmail associated StubHub account, this sale had to be canceled
Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect GuaranteeIn this case, our total cost to make it right for the buyer was $***As a one-time courtesy, we provided a full reversal of this chargeAt this time, *** *** has been refunded $***
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 *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** sale, she sold two tickets previously purchased from us on September When her tickets sold, *** *** was notified via email of the sale as well as advised she would have to upload her tickets to this sale before the Expected Delivery DateAs there was a PDF delivery delay on these tickets, meaning the primary did not release them until a short period before the event, this expected date was just before the event
Though *** *** listed tickets that were purchased from us, there was no indication that the tickets would be automatically delivered to the new buyer*** *** sale confirmation explains that action is needed to fulfill the order and the tickets will need to be uploaded once received
*** *** tickets were delivered to her purchase order on 10/She was notified via email that her tickets were deliveredAs she did not upload these tickets to her sale, it was canceled the afternoon of the event
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 20% 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 cost of replacements
We understand that mistakes may occurOur payments team reviewed *** *** cancellation charge and as a courtesy, as this was *** *** first canceled sale, reversed 25% of her chargeAs a one-time courtesy, we have refunded an additional 25% of this chargeAs this consideration has already been provided and this cancellation is valid, no further compensation can 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 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
In reviewing *** *** account, she purchase two tickets for *** *** in Row ZZ for an event taking place on *** *** was provided with the purchase details before finishing the check out and at that time, she was presented with Row ZZ and completed the purchaseThere is no evidence of a site error showing that Row Y was being purchased during the purchase process, Row ZZ was what was being presented
Our User Agreement explains all sales are final and refunds are only provided in the circumstance of a canceled event or tickets not delivered as listedAs these tickets were delivered and this is a valid purchase, we are not able to provide *** *** with a refund
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:Sincerely,*** ***
Complaint: ***I am rejecting this response because: I understand the tickets are not stubhub, as *** are not their rooms, as *** is not their flights eitherYou stated that *** *** can resell their rooms, so why couldn’t you refund me my money and whoever had the tickets previously resell their tickets? It’s the same situation! That you’re trying to defend, well here is my defense to your caseIf you’re going to say cause I bought the ticket and the person delivered it as the time they should, well I purchased the *** *** and the person’s house I was going to stay delivered their time of place they were going to meetAlso, had gotten the money delivered to them, like the person who I purchased the tickets from got their moneySo how is this any different? There isn’t any difference! I’m not quite understanding how the same type of situation can happen but you’re in the defensive of yours? You can’t state something for one third party and try to defend yours when their the same situationThat’s being a hypocrite!! It’s ok for *** *** to penalize whoever’s room it was but it’s not ok to penalize the person who sold the ticket? It wasn’t my change of plans that happen, it was the air flights reasoning to why I had to change my plans As you stated it wasn’t the sellers fault, well it’s not the person who’s room I got through *** *** fault either, so why did *** *** refund me no problem, but I’m having issues with you guys??? It doesn’t make any sense! At the end of the day, you guys are in the wrong and I know if this were you in my situation, you would be just as upset and unhappy about what you guys are doing! Everyone else gave me no problem so I want my refund back. Sincerely,*** ***

Complaint: ***I am rejecting this response because: I asked the representative what all I needed to pay to make this go away And I was told $**After I gave her my info I asked if that was it, and everything was squared away and she said yesSincerely,*** ***

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 AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement
At StubHub, we are always trying to improve our users experience and add new features when possibleOn August 12th, we released the feature in “My Hub,” customers StubHub accounts, to delete credit cardsWhen in settings, customers can add and delete any credit card information as they choose
As a courtesy we have removed all *** *** credit card information from his StubHub accountIn the future, he won’t have to contact us to have this happen, as he can now do it on our website
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 *** *** complaint, Revdex.com Case # ***I will provide information as it pertains to StubHub policies
We have reviewed the purchase again as well as any errors that may have occurred at the time the purchase was madeWhen sorting rows for all venues on the site, our system will sort the rows based on how they are set up for most eventsHowever, each venue is unique as some will have rows with double letters located in front of the rows with single letters and some sort rows the opposite of this way, therefore there is not a perfect system to account for the differences at all venuesTo account for this, we have added indicators onto the map on the site to show where the rows are located for each individual map which we have confirmed was correctly displayed on the site at the time the purchase was madeWe do see that *** *** had relisted the tickets for sale and had removed the listing the day before the event as the tickets had not soldSince the tickets were still valid for use at the game, *** *** was still the rightful owner of the tickets
Again, 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
Due to this policy, we cannot offer a full refund on the orderHowever, we can provide a partial coupon in the amount of $*** as a one-time courtesy to go towards a future purchase on site and will be valid for one year
Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance
Sincerely,
Andrea
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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement
We want to make sure our buyers get the tickets they ordered in time for the eventIf anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffersThat's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequencesPer our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are validIf a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreementA full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim, advising that failure to do so would result in the charges being assessed to the order. The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid.
We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellers. It is the seller’s responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets.
In reviewing *** *** sale, he sold one ticket for *** *** on September The buyer contacted us that night and had been unable to enter the venue with the ticket providedOnce we collected all information from the buyer as noted above, we notified *** *** of the reported issue and requested that he respond to us within hours and provide the original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in our User Agreement
*** *** successfully obtained a scan report from the venue that supported the buyer’s claim that they were unable to enter the venue when they attempted to scan the ticket provided, as it showed the ticket was presented at the gate twice
Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect GuaranteeIn this case, our total cost to make it right for the buyer was $***As the buyer was not able to use this ticket, *** *** will not be paid and this charge will stand
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** sale, he sold two tickets on *** Payment originally processed to an incorrect *** account that may have been entered by someone other than *** *** *** StubHub account was locked as we believed his account was utilized by someone without his permissionWe reissued payment on *** 29, but it was not processed correctly and did not reissue the paymentWe reissued the payment a second time on *** to the correct *** accountWhen *** *** contacted us on *** and had not received the payment, though reissued successfully, the sale was sent back to our payments team to reissue the payment as a check and ensure that *** *** would be paidThis payment was reissued as a check on *** and will be received at *** *** address within business days
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
Kaila
StubHub Executive Customer Care

Complaint: ***I am rejecting this response because:
- My core issue was StubHub's website failing to show me my listingAgain, this is a reproducible bug that affects the mobile and desktop website that doesn't allow sellers to view some of their listingsMy listing was not on StubHub's website or mobile app under "My Listings" due to an issue with their website long before my tickets soldI went to the "My Listings" section the day my tickets were sold and could not edit my listingI actually agree with StubHub's stance on protecting buyers and sellers as I've been a customer for a very long timeHowever, this issue is very real and I cannot accept responsibility for a website and mobile app software bug
- When I canceled my sale, the StubHub website stated I would be charged 20% and showed me how much I would be chargedIncreasing the fee from 20% of $*** to $*** is a devastating financial burden that is unreasonable.
- StubHub waited months to replace the tickets, allowing the value of the tickets to increase drastically over timeThe value of the tickets were less than half of that value shortly after the sale was canceledIt is unfair to increase your fee by waiting months to replace the tickets and allowing the value to spike to these levels, which at the time of the sale was not something that could be predictedBy waiting, you maximized your cost and by extension, maximized what you charged me by 500%
I may need to pay for this fee to stop it from destroying my creditHowever, I will not be giving up by any means to wrong this rightI've been a long time customer of StubHub that has paid them several thousands as a buyer and sold thousands more as a sellerI am a season ticket holder and am dependent on StubHubI ask that StubHub realize that keeping me as a customer and seller benefits both parties the most in the long runWithout StubHub resolving this issue, I will boycott StubHub for the rest of my life
Sincerely,*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***
With todays cyber hacking industry where peoples identity is getting hacked every seconds including my fathers quite frequently I dont know why peoples ip address doesnt help find the criminals or come into question that oftenIP addresses although rare can be hacked just as mine must have been in this caseI did purchase st johns tickets as I stated in my complaint but not for *** **th

Thank you for the opportunity to respond to *** *** Revdex.com complaint, case ***I understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to
sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third party
By using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
In reviewing *** *** sale, she sold one ticket for The *** *** event on *** **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 KThe buyer contacted us after the event stating there was not a section K and the ticket was mislistedAs the section was incorrect, this order was canceledHowever, when *** *** contacted us back, we determined while the section was mislisted, the buyer utilized the ticket to attend the event and had a valid ticket and seat, *** *** should remain paid on this sale
*** *** has been paid $*** for this sale via direct deposit and the $*** cancellation charge has been 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,
***
StubHub Executive Customer Care

Thank you for the opportunity to respond to MrHarold’s complaint, Revdex.com Case***. I understand that MrHarold is dissatisfied with our process in regard to invalid tickets claims. I will address this concern as it pertains to StubHub policies.It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement
Seller responsibilities when listing and selling tickets on our site are addressed in Section of our User Agreement, which states:
StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperateWe may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes)These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs)We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required
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 ***
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim formWe notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim, advising that failure to do so would result in the charges being assessed to the order. The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid.
We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyerWe stand behind our FanProtect Guarantee for both buyers and sellers. It is the seller’s responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets.
After investigating further into this case myself, I worked with our Marketplace Investigations Team and they have agreed to take a look at whatever information MrHarold is able to provideI cannot make any guarantees if MrHarold’s documentation will change the outcome of the case, but a representative from that team should have already reached out to him via email and we are very grateful for whatever he is able to provideI understand that MrHarold has the receipt for the replacement tickets his clients purchased at the venueThis and any other documentation from TD Garden verifying that an issue occurred would be extremely helpful
In regards to MrHarold's response we cannot take further action until we receive the appropriate documentation such as the scan report from TD Garden to validate the claimMrHarold has the contact his MPI case agent and also to the customer representative line to turn that documentation in.If I can be of any further assistance, please let me know
Sincerely,
Allie A
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/09/06) */
Thank you for the opportunity to respond to Ms*** complaint, Revdex.com Case XXXXXXXXI understand the concerns noted and will address the issue as it pertains to StubHub policies
It may help to explain that StubHub is a secondary ticket
marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementA copy of our User Agreement may be found at www.stubhub.com/user_agreement
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 this complaint, Ms*** contacted StubHub explaining that she did not purchase tickets as there was a site error that caused the purchase to initiateAs per Ms*** request, we forwarded this issue to our technical team to investigateAs a courtesy for the inconvenience, we offered Ms*** to relist waiving her sell fees and waived her buy fee in the amount of $issued as a coupon to use on a future purchase, to which she acceptedOur technical team presented the results and after further investigation, it was determined there was no site error
In reviewing the session, Ms*** viewed the event information, examined the ticket details, and pricing information on the event page for the ticketsOn the Review and Submit page of the buy flow, after Ms*** selects her ticket of choice from the event page, Ms*** was asked to confirm all purchase details before completing her transactionMs*** then clicked Buy Now and viewed the Order Complete page with the Order number providedAs Per our User Agreement, Ms*** is now the owner of these tickets as we are unable to cancel this order and has since relisted the tickets for saleWe have no further compensation to provide for this order
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 orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement
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 FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to **% 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 cost of replacements
In reference to *** *** complaint, the tickets in question were sold on *** **, ***, a confirmation email was sent immediately notifying *** *** of the sale and advised to ship his tickets within business day which in this case would be on *** **, ***. In the email provided, we also provided *** *** a link to ‘Report an Issue’ along with the following note: “Reminder:If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to **% of your ticket cost.” Since the tickets were not shipped on *** **th, a final reminder email was sent to *** *** on *** **th advising to ship his tickets that day as failure to do so would result in the cancelation of the sale, and a voicemail was left advising the sameOn *** **, ***, since *** *** hadn’t delivered to the ticket to his buyer as listed, as they were not shipped yet, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtect GuaranteeAs a result, *** *** received a cancellation email and was not paid for the order (he did not deliver the tickets) and he was charged the **% fee for nonfulfillment
On *** *** *** *** contacted us inquiring if his tickets were still listed for saleWe advised that the tickets were no longer listed for sale in his account and were not sold; his sale had already been canceled
On July *** *** *** called in wanting to dispute the chargeAt that time he was provided with a charge dispute formSellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted aboveWe understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurredOur total cost to make it right for this buyer was $***Per our user agreement, *** *** is responsible for this costIn this case, this event is considered a high profile event and we have decided not to reverse charges for canceled salesGiven that consideration was already given in this case, this charge will stand
Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know
Sincerely,
***
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 meI would like the business to tell me what number I should call and who I should speak with in regards to setting up payment for what I owe
Thank you stubhub for your timely response on thisIt is appreciated.
Sincerely, *** ***

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

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 ***.When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffersPer the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In reviewing our records, the seller of *** *** order listed the tickets on and listed an in hand date (date which they will have the tickets to ship) for with an expected delivery date of *** *** was provided with the delivery date prior to making the purchase and agreed to this date during the purchase sessionWhen *** *** contacted our Customer Service Department concerning the shipment status of her order, she was advised of the estimated delivery date based on the information her seller had provided us and was also advised her order was covered by our FanProtect Guarantee which states the tickets she ordered would arrive in time for the event and if this did not occur, we would find *** *** comparable or better tickets to the event, or offer a refundAs a one-time courtesy we also issue a coupon to *** *** account in the amount of $as she was expecting the tickets to be delivered prior to the date the seller had providedWe do apologize that the seller has not shipped out the tickets, however at this time the seller is not to the date they selected which they will have the tickets to deliverIn most cases, the sellers who sell on our site will ship the tickets earlier if they can as sellers are not paid until the delivery of tickets. 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

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