Stubhub.com

Complaint: [redacted]I am rejecting this response because:
You are proving my point that the email explicitly stated the **% charge, with an arbitrary caveat of how stubhub MAY charge more according the the legal jargon you hide in your terms and conditions.  A **% charge, which would have been around  $**0 and a replacement cost of $[redacted] is SIGNIFICANT and MATERIALLY different and should have been disclosed BEFORE an action is done.  How is this ethical?  I have never cancelled a sale before this, I have no past history of abuse, I have ordered tickets and sold numerous tickets with Stubhub with no issues until then.  It was an honest mistake.
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/04) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 suffers. 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 FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
In reference to Mr. [redacted]'s complaint, Mr. [redacted] listed four tickets for the Aftershock Festival 2 Day Pass [redacted] and the tickets sold on July 26, 2015. Mr. [redacted]'s buyer contacted us on October 23, 2015 alerting us that they only received two of the 2 day passes [redacted] of the four they ordered. When we were able to speak with Mr. [redacted] he explained that he only had a quantity of two, 2 day passes [redacted] he believed he had listed them correctly. On October 24, 2015, since Mr. [redacted] hadn't delivered the correct ticket to his buyer as listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. [redacted] was charged to recoup his payment and a 20% fee for nonfulfillment.
Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $52.00. Mr. [redacted] was also charged $234.00 to recoup the payment he had already received for the tickets. Per our user agreement, Mr. [redacted] would not be paid for the sale and would be responsible for this cost. However, we determined to reverse the charges of $52.00 and $234.00 as a one-time courtesy due to the confusion. The refunds were processed on October 27,2015.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
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 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 events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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 ordered. If 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 refund. For 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. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 buyer. In 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 [redacted] canceled sale, he sold two tickets on [redacted] for [redacted] in [redacted]. These tickets were listed as section[redacted] contacted us and let us know the tickets were in Orchestra Sides, not Orchestra Center as listed.
 
In reviewing this listing, we can confirm the section was entered as “Orchestra Center.” When listing paper tickets on StubHub, sellers enter in their section and row. A drop down populates when sellers enter in their section so sellers may choose their section from the sections we have on our app. In this case, [redacted] selected Orchestra Center. Our site does not auto-fill this data, and the section was not listed as “Orchestra” and changed by the system.
 
As [redacted] wanted to offer the change to the buyer in the hopes to save the sale, we reached out to the buyer several times to offer the change. We offered the buyer a partial refund in an attempt to save the sale. On[redacted] buyer contacted back and declined the offer. The order was canceled per the terms of our Fan Protect Guarantee.[redacted] relisted these tickets accurately and sold them to a new buyer.
 
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 Guarantee. In this case, our total cost to make it right for the buyer was $[redacted]. As[redacted] was unable to fulfill this order with tickets as listed and his buyer declined the change in section, this cancellation charge is valid and no compensation can be provided.
 
Thank you for the opportunity to provide specific information for this case. 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 [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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. A 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, he was advised that his $[redacted] payment was used to fulfill a credit memo from a previous order. [redacted] requested a previous sale be canceled, and he was charged a cancellation fee. When we attempted this charge, it initially failed, and thus became a credit memo for $[redacted] on [redacted] StubHub account. $90.** of this charge was to recoup payment, as he was already paid for the canceled sale. An additional $**.** was charged as a cancellation fee for dropping the sale.
 
While [redacted] was only charged a $**.** cancellation fee, the credit memo for $[redacted] on his StubHub account was intended for this cancellation fee and recouping the payment that was already provided.
 
At this time, the remaining $**.** of this credit memo has been charged to [redacted] valid credit card on file to complete this issue.
 
Thank you for the opportunity to provide specific information for this case. 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 [redacted] Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
As we have already provided all information possible regarding this complaint, we have nothing further to add. There is no timeframe on updating the Best Value feature for this venue that we can provide.
 
Thank you for the opportunity to provide information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/09/08) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary...

ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 suffers. 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 FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
In reference to Mr. [redacted]'s complaint, he listed tickets for the 2015 Tennessee Titans Season Ticket Package. They were listed on August 20th 2015 with a quantity of 20 tickets. The tickets sold the same day shortly after they were listed. On August 26th we received notification from the buyer that they only received 2 season tickets rather than the 20 season tickets the seller listed. After reviewing the price set per season ticket we were able to determine the quantity was listed incorrectly. The buyer was offered to keep the 2 season tickets however they did not want to accept only 2 season tickets for that price. Under the terms of our FanProtectTM Guarantee the buyer was refunded and Mr. [redacted]'s was charged a 20% fee.
On August 26th Mr. [redacted]'s called wanting to dispute the charge as he claimed this issue was caused by our system changing the information on the listing after it was posted. However when the tickets were originally listed we sent a confirmation email which included the event details, ticket details (including quantity) and payout per ticket. This email confirmation shows that Mr. [redacted] listed a quantity of 20 season tickets. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, the total cost was $200.00. Per our user agreement, Mr. [redacted] would be responsible for this cost. However, as a onetime courtesy we have reversed the charge of $200.00 and the tickets were returned to Mr. [redacted] on August 27th.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 8, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OH MY GOSH THIS IS NOT WHAT HAPPENED. WE SENT THE BUYER ALL 20 TICKETS IN THE SEASON TICKET PACKAGE!!!!! WE WERE SELLING 2 SEATS, 10 TICKETS EACH FOR A TOTAL OF 20 TICKETS. THE BUYER RETURNED THE ENIRE BOOK OF 20 SEASON TICKETS AND CLAIMED THAT HE THOUGHT HE WAS BUYING ONE TICKET FOR 20 HOME GAMES, AND NOT TWO TICKETS FOR 10 HOME GAMES. AMY IS EITHER LYING, INCOMPETENT, OR UNINFORMED. I DON'T BELIEVE FOR A SECOND THAT SHE IS NOT FAMILIAR WITH THIS POSTING PROCESS AND HOW THE NOTES ARE REMOVED FROM SELLERS' ADS. THE POSTING NOTES WE TYPED INTO THE AD CLEARLY STATED THE NUMBER OF GAMES AND SEATS BUT THE NOTES WERE REMOVED!!! I HAVE SCREEN SHOTES I CAN SEND AS EXAMPLES OF HOW THE AD LOOKS AS YOU POST IT, AND THEN WHAT HAPPENS AFTER IT IS ACTUALLY UP.
Tamara, YOUR customer service representative, told me that any text entered into the row field is removed from the ad if it's not applicable to the row. This is what happened to us. The ad is displayed for your approval though supposedly as it will be posted with all of the notes, but those notes are removed after you approve the ad without the seller being aware. And we did not send 2 tickets to the buyer. We sent 20, 2 seats for 10 games!!!!!!!!!!!!!!!!!!!
StubHub is misleading sellers as they post their ads. The fraudulent and misleading posting process needs to be corrected. I've seen consumer reports complaints about this same issue.
Final Business Response /* (4000, 10, 2015/09/22) */
Thank you for the opportunity to respond to Mr. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX.
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 events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 suffers. 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 FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
As previously noted, Mr. [redacted] listed tickets for the 2015 Tennessee Titians Season Ticket Package with a quantity of 20. When listing a season ticket package on StubHub sellers are prompted with a notification that states, "You can list your Season Ticket Package for all regular season home games here. When pricing your tickets, please be sure to set your price per ticket for the entire season, not per ticket for each individual game. If you list for this event, you must be able to provide tickets for all regular season home games." Mr. [redacted] would have had to click "Yes, I've read it" before the notification would be closed and the listing process began. Mr. [redacted] continued and listed a quantity of 20 season tickets, instead of a quantity of 2 which caused the order to be canceled and resulted in a $200.00 fee. We understand that mistakes happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. As previously explained, we have reversed the $200.00 charge and Mr. [redacted] has received the tickets back.
Our policies regarding this issue have been noted. We do not have anything further to add.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance.
[redacted]
Executive Customer Care Team

Initial Business Response /* (1000, 5, 2016/01/27) */
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 secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com[redacted].
In reference to [redacted] complaint, he purchased 2 tickets to the 2016 TaxSlayer Gator Bowl on December 6, 2015 which he was unable to use because the tickets were deemed invalid by the venue. Mr. [redacted] contacted us while at the venue and under the terms of our FanProtect Guarantee we located him comparable replacement tickets under a new order # [redacted]. We found the best comparable replacement tickets that we had available at that time. Due to the price difference of the new tickets Mr. [redacted] was issued a partial refund of $61.04 and for the inconvenience we issued an additional coupon of $50.00.
We understand [redacted] frustration with the situation, however our Fan Protect Guarantee explains if the tickets are not valid for entry we will try locate you comparable replacement tickets at no extra cost, or a full refund or Fancode. Unfortunately, we do not offer both replacement tickets and a full refund.
We truly apologize for the frustration poor experience this issue caused for Mr. [redacted]. For the inconvenience we have offered to issue Mr. [redacted] an additional $50.00 refund on the purchase as a one-time courtesy. We are currently awaiting [redacted] response to our offer.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care

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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement. In reviewing [redacted] purchase, he purchased two tickets for Asking [redacted] on [redacted] 19. These tickets were listed as Section General Admission, Row VIP Balcony. There were no additional comments or disclosures on this listing indicating that additional amenities would also be included with this ticket. These features are not always transferrable, so though they may have been purchased that way, we would not be able to guarantee tickets have these amenities unless it was disclosed by the seller. As a one-time courtesy for the negative experience, we offered a 50% refund to [redacted], $[redacted]. To accept this, [redacted] can contact our customer service team at 1-866-788-2482. Thank you for the opportunity to provide specific information for this case. If 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: when I spoke to a stub hub representative they only told me I needed to pay a $** fine which I did.  If I needed to pay the $[redacted] this should have been made aware to me at that time. Sincerely,[redacted]

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 me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
The business should refund me the full amount of the unauthorized charges they billed me for. The fact that the billed, reversed and re-billed proves they had no idea what they were doing and are failing to take responsibility hiding behind a clause that lets them do whatever they want, except the right thing,
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 events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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 ordered. If 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 refund. For 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. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You 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 buyer. In 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 [redacted] StubHub account, he sold four orders for Twenty One Pilots tickets on our site. One order was fulfilled by shipping hard stock tickets to his buyer, and the other three orders sold as electronic delivery. In [redacted], [redacted] fulfilled these sales with screenshots of mobile tickets. These are not valid electronic tickets as valid PDF tickets are distributed as PDF tickets from the primary. Creating PDF’s out of screenshots of tickets is not a valid method of fulfillment. On [redacted], our internal system flagged [redacted] sales as being fulfilled with invalid PDF’s and his orders were sent to our replacements team.
 
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 Guarantee. On orders [redacted], [redacted] was charged $[redacted] to recoup payment for this sale and a $[redacted] cancellation charge. On order[redacted], he was charged $[redacted] to recoup payment and $[redacted] for the cancellation charge/cost of replacements. Both of these charges failed to process to a credit card on file and remain as credit memos on[redacted] StubHub account.
 
Order 200482387 was not canceled, though [redacted] was advised that all three were. The buyer of this ticket was unable to enter the venue with the mobile ticket [redacted] had provided. We want to make sure our buyers get the tickets they ordered in time for the event. If 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 suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If 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 agreement. A full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement.
 
We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyer. We 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. 
 
As [redacted] never received an order cancellation email stating this sale was canceled and the buyer was rejected at the gate with the provided tickets, [redacted] was advised the subsequent charges on this sale were valid. However, we understand that [redacted] was advised on [redacted] that all the sales where mobile tickets were used to fulfill were canceled. Because of this, the cancellation charge for order 200482387 can be waived.
 
On this sale, [redacted] was charged $106.20 to recoup payment for the order, and $118.00 for the cancellation charge. Both of these charges failed to successfully process to a credit card on file and remain on [redacted] StubHub account as an owed credit memo. Due to this error, the credit memo for $118.00 has been removed. The second credit memo is valid as [redacted] will not be paid for a ticket the buyer was unable to use.
 
The charges and credit memos from the two canceled sales will remain valid as well as the credit memo to recoup payment for the third sale, however the penalty charge on the third sale has been removed due to the misinformation provided to Mr. Wahl.
 
Thank you for the opportunity to provide specific information for this case. If 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 events. We do not own any of the tickets listed on our site. When 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 Agreement. As 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 ordered. If 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 refund. For 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. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
After receiving [redacted] complaint, I logged into my own StubHub account to try to duplicate the issue. When I selected all of the home games for the [redacted] and hit continue, I received the same error message, “There was a problem, please try again.” However, I was able to list smaller groups of tickets; I listed 50 tickets successfully through the bulk listing process. I escalated this to our technical team to review why we were unable to list all home games in bulk listing. Our technical team also duplicated the issue and discovered it was not only affecting the [redacted], but all MLB teams. We are now investigating this issue with our engineering team to resolve the issue.
 
As there is no date we can provide as to when this will be resolved, in the meantime [redacted] can list his tickets in smaller groups. While he reported an issue listing in groups of 20 in his complaint, this is not something we were able to duplicate. I successfully created 50 listings at one time through the bulk listing flow. The error reported appears to be a general loading error.
 
To resolve this and bulk-list a group of games at a time, I recommend using [redacted], as that is the browser that loads our site best. [redacted] also works well, but [redacted] and [redacted] frequently have issues loading certain pages of our site. Additionally, I recommend clearing cache and cookies on the browser. Cookies are files created by websites visited, and cache is a temporary folder, designed to speed up the computer by prioritizing its contents for quick access, making it easier to browse the web. When history is bogged down with lots of cookies and cache, it can makes websites like ours load slower and encounter more errors. Clearing cookies and cache can resolve many loading issues and error messages. Be sure to clear All history; oftentimes browsers default to clearing “the past two hours” of history and cache. Finally, close the browser before re-opening and trying again.
 
We understand the inconvenience of listing tickets separately and that is the purpose of the bulk listing tool; we apologize this is not functioning correctly. Now that we are aware of the issue our technical team is working to resolve. In the meantime, [redacted] can list his tickets in smaller groups with the troubleshooting steps above if he chooses.
 
Thank you for the opportunity to provide specific information for this case. If 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] rebuttal, Revdex.com case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
As previously noted, per the terms of our User Agreement all sales are final. [redacted] listed and sold the tickets prior to the announcement of the retirement of [redacted] jersey on [redacted] and at this time the prices of tickets have gone up in price. If [redacted] does choose to cancel this sale, he would be held liable for the cost of replacement tickets which is also stated in our User Agreement. I do understand the frustration along with this sale, as there has been a change made to this event however, we are not responsible for any changes. Please refer to the seller section of the User agreement as well which also states that you cannot drop an order at one price to list at a different price. In addition, as stated previously StubHub is a fan to fan marketplace and in some cases if a fan cannot attend they are allowed to relist the tickets back onto the site and the new seller can list the tickets for whatever they choose, this is usually comparable to what tickets are selling for on site.
Again I do apologize for the negative experience [redacted] has experienced when listing the tickets on site, however we cannot cancel this order or prevent a buyer from purchasing tickets and relisting them back onto the site at a higher dollar amount.
Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add.
Sincerely,
ErinStubHub Executive Customer Care

I am responding on behalf of the Executive Customer Care Department at StubHub regarding complaint number [redacted] filed by [redacted].
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 site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers will not be able to deliver tickets immediately once an order is placed because they haven't received them yet. This is often the case for [redacted] ticket holders whose tickets may not be distributed until a few weeks before the start of the season. For these instances, sellers will set their own In-Hand Date for when they will have the tickets in their hands and will be able to fulfill their orders. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy once the order has been fulfilled.
[redacted] stated he is being charged for tickets he recently sold. Unfortunately the information that he provided to us inside of his complaint is not accurate. We have pulled up the name [redacted] yet the order number he provided is incomplete and the account found has no recent activity. To be of further assistance we will need the full order number of the sold order and/ or the order number for the purchase of the tickets. We are more than willing to assist and address the concerns [redacted] has. He can contact the Customer Service line and/ or chat to speak with a representative at any time.
 
Thank you for allowing me to respond to this complaint.
Sincerely,
[redacted]
Executive Response Team

Initial Business Response /* (1000, 5, 2016/02/19) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I have reviewed this matter and understand that Ms. [redacted] is dissatisfied with the price paid for tickets to a AC/DC. I 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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As 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 ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact 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 Agreement. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As 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 Agreement. A 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 prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It 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' business. When 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 regulations. Additionally, 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 Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?"
We can understand Ms. [redacted] concerns stated in the complaint. However the listed ticket price was accepted when she completed the purchase on our website. The section Lower 21 Row AA were also the correct tickets that she ordered. Nowhere on the listing did it state that these tickets are the first row. Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide Ms. [redacted] with a refund for the purchase. As a onetime courtesy, we are willing to offer Ms. [redacted] a coupon valued at 50% of their purchase prices for future use on our site. Ms. [redacted] has accepted this offer and it has been applied to her account. This coupon is valid until 18-Feb-2016.
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I chose to accept business response as there was no other options provided and I wanted to get at least some money back from tickets, even if it was in the form of a credit. Once we use the credited amount for yet another show we will no longer use Stub Hub, ticket mark up prices are outrageous and I would caution anyone to contact venue directly for tickets when able, or be prepared to pay over 700 for 100 dollar seats.

Complaint: [redacted]I am rejecting this response because:
There is clearly a substantial gap between StubHub's written policy and StubHub's business practices.  The WRITTEN policy stated under the heading "Things Every StubHub Seller Needs to Know" starts with "Some of the things you are not allowed to list: paperless tickets, flashseats" etc.  The policy clearly states it is for EVERY seller.  However, in StubHub's response to my complaint, StubHub states that their business PRACTICE is "Any users who are permitted to list these types of tickets (electronic tickets) are pre-approved large sellers and are aware they are being provided an exception to the User Agreement".  This gap between what is written policy shown to all users vs. what is actual business practice causes an unnavigable situation for sellers.  The StubHub site clearly says no electronic tickets are sold, while simultaneously clearly selling electronic tickets. The StubHub written policy clearly states no electronic sales but StubHub themselves refer to their own unwritten practice of allowing electronic sales for some users in opposition to the written policy. Additionally, despite clear evidence that the majority of StubHub's ticket sales are electronic tickets StubHub does not ask sellers if they are selling paper or electronic tickets.  This is a significant oversight for StubHub and it exasperates the problem.  StubHub claims that when the seller is asked "Are you ready to deliver these tickets?" this is sufficient language to understand that the sale is specifying paper tickets with [redacted] delivery rather than the flash seats that represent the majority of sales on StubHub.  This is an unreasonable assumption and it is deceptive.
Further, StubHub's responses have claimed that the sellers must select an option of paper tickets or electronic tickets when creating a listing for sale on the StubHub website.  StubHub has also claimed that the delivery option of [redacted] must be selected when creating a listing.    These claims are NOT true.  The link below shows a video screen grab creating a listing on STUBHUB.com.  None of those options are listed.  No format is requested or shown (electronic vs. paper).  The format is never specified.  StubHub has also claimed that the question of "Are you ready to ship the tickets?" is asked before creating the listing.  The question asked is "Are you ready to deliver these tickets?"  I answered this question as "Yes" because I am fully capable of delivering my electronic tickets in exactly the same way that all of StubHub's other electronic sales are delivered.   StubHub's blatantly false responses and contradictory practices are a very negligent oversight at best and fraud at worst.  StubHub's contradictory policies and practices have created this situation and I have been charged $[redacted] because of it.  I will not accept this fraudulant money grab.  I want my money refunded within 30 days.  After that I will be pursuing this claim professionally through all available channels, both for my own claim and in defense of StubHub's other customers who have been damaged by this policy.  StubHub has liability for the difference between written policy and actual business practice.
[redacted]
 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/11) */
Thank you for the opportunity to respond to Mr. [redacted]' complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When 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 Agreement. A 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 passes. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except 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 Mr. [redacted]' account, he contacted us on November 11, 2015 stating that he did not make the purchase of tickets for the completed order on his account. Our Trust & Safety team reviewed the order and account information, the credit card used was added to the account the same day the purchase was made and links to Mr. [redacted]'. In order for a purchase to be successfully completed the credit cards security code must be entered. Based on this review, our Trust & Safety team determined that this was a valid purchase. A representative from the team left a voice message for Mr. Flroes at the number he provided advising the purchase was valid. Since this was a valid purchase and the event has passed, we cannot provide a refund to Mr. [redacted] per the terms of our User Agreement.
If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my personal information was compromised. I was never in sandiego
Final Business Response /* (4000, 9, 2015/12/22) */
Thank you for the opportunity to respond to Mr. [redacted]' rebuttal, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
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 passes. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except 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.
As previously explained, Mr. [redacted] contacted us on November 11, 2015 stating that he did not place the order for the related tickets. Our Trust & Safety team reviewed the order and account information and they determined that the device ID associated with the purchase is the same device used to make purchases on Mr. [redacted]' account in the past which are not being disputed. Based on this review, our Trust & Safety team determined that this was a valid purchase. Since this was a valid purchase and the event has passed, we cannot provide a refund to Mr. [redacted] per the terms of our User Agreement.
Our policies regarding this issue have been noted, we do not have anything further to add.
If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Complaint Response Date bumped because: Holiday

Complaint: [redacted]I am rejecting this response because: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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As 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 ordered. If 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 passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As 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 Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, she purchased two tickets for [redacted]. These tickets were a total of $[redacted]. When buying tickets on our site, listings by default do not show the price including fees. There is a “show fees” filter where listings would then show price per ticket including fees. While it is an option to view tickets with fees while browsing, fees are still presented to all buyers once buyers progress to the checkout page. Prior to purchasing, buyers are presented with their total price, which is the price for each ticket as well as a variable service fee. This service fee can change depending on demand of the event. There is a fee on every transaction on StubHub.
 
The order receipt offered in buyers accounts to view their purchase breaks down these fees and the ticket price, but this price is shown on the checkout page as well. [redacted] was provided with a total price of $[redacted] including fees at checkout, agreed, and completed her purchase. Our User Agreement, as noted above, explains that all sales are final. As [redacted] was presented with this total price prior to order completion and this sale is valid, no compensation can be provided.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care