Stubhub.com

Revdex.com:All I wanted was fair, thank you.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/07/22) */
Thank you for the opportunity to respond to Mr. [redacted] complaint, Revdex.com Case XXXXXXXX. I understand Mr. [redacted] is dissatisfied with our policies on canceling an order. 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. 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 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 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.
In reference to Mr. [redacted]'s complaint, he purchased a ticket on 7/11/15 for Rangers at Astros Parking Pass [redacted] 7/19/15. The ticket Mr. [redacted] selected is located at [redacted]. - 0.7 mi from venue, it is not on the Minute Maid Park properties. A map of the parking lots is provided which shows the location of the lot in comparison to the venue's location. The seller listed the tickets correctly with the Section noted as "[redacted]. - 0.7 mi from venue". This information was presented to Mr. [redacted] when he first reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchase. Once the order was placed and the ticket was delivered to Mr. [redacted], the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listing. In situations where a seller listed all information correctly and delivered tickets as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site.
We understand in this case that Mr. [redacted] has noted that the information was confusing. Mr. [redacted] contacted us by chat on 7/11/15, we explained that we cannot exchange or refund the ticket as it was listed correctly. We provided him the option of listing the ticket for sale on StubHub and a partial coupon of $5.00. Mr. [redacted] disconnected the chat and has not contacted us since. However, as a one-courtesy, we have made an exception and issued a coupon to Mr. [redacted] for the full amount of his purchase. The coupon will be valid for one year and may be applied to future purchases on our site.
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response as it is what I asked for during my discussion with the customer service rep.

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
 
It might help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater,...

and other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller.
 
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.
 
In reviewing [redacted] account, she created a new account with a different email address in January [redacted] and used that new account to place 1 order in January.   The tickets were delivered to the new account in February [redacted] and were available for [redacted] to print at her convenience.
 
When [redacted] contacted us initially, she provided contact information for her older account.  Our agents were having difficulty locating the order information because the older account was not used to purchase the tickets mentioned in this case.  I apologize for the inconvenience that was caused in this case.
 
While we understand [redacted] is requesting a full refund for this 1 order, we are unable to accommodate this request at this time.  [redacted] has filed a dispute with her bank, which is currently in review.  [redacted] may wait for her bank to finish their investigation, or may contact the bank and ask them to drop the dispute. As soon as [redacted] bank has dropped the dispute, we'll then fully refund this purchase, including service and delivery fees.  
 
We also understand that [redacted] is requesting replacement tickets in addition to the refund.   Under the FanProtect Guarantee, we will provide a refund or FanCode for future purchase; or replacement tickets.  The event is now over, and we would not be able to offer replacement tickets.  We are happy to discuss compensation with [redacted].  As previously stated, we will discuss this with her after her bank has dropped the dispute.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Chandra
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for the opportunity to respond to Ms. [redacted]'s 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 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 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.
Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 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 cooperate. We 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.
In reviewing this transaction, Ms. [redacted] sold 2 tickets to Neighborhood Awards for August 9th, 2014. We received contact from the buyer on the night of the event advising that they were not allowed into the venue as the tickets were deemed invalid as they were already scanned.
We reviewed the tickets uploaded to the order and confirmed that they were scanned copies of the printed PDF tickets. We notified Ms. [redacted] of the reported issue on the day of the event and explained this is likely the reason the buyer was turned away at the event. Under the terms of our FanProtect Guarantee, we issued the buyer a full refund. Ms. [redacted] had already received payment of $212.50 for this sale. However since invalid tickets were provided we tried to recoup her payment from a credit card on file. The credit card was denied therefore a credit memo of $212.50 was applied to Ms. [redacted]'s account. A credit memo will deduct any future payments until the debt is resolved.
Ms. [redacted] sold another set of tickets on August 5th, 2015 for a total of $153.00. This payment was not issued to Ms. [redacted] as it was withheld to resolve part of the debt owed to StubHub from the invalid tickets sold on order XXXXXXXXX. We understand that Ms. [redacted] is upset about not receiving her payment of $153.00. However, per the terms of our User Agreement we are unable to pay Ms. [redacted] for this order.
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 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 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. 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.
 
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.
 
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We 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 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. 
 
In reviewing this transaction, [redacted] sold two tickets for [redacted], which occurred July 28-July 31. The buyer contacted us on August 4 stating the tickets were not valid and new tickets had to be purchased at the event for entry. Once we collected all information from the buyer as noted above, we notified [redacted] of the reported issue and requested that he respond to us within 48 hours and provide his 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.
 
[redacted] provided information regarding how he obtained the tickets however was unable to provide any additional information to support the claim that the tickets were valid. We recommended [redacted] contact where he received the wristbands as they were not valid for use. As our buyer was not able to use the wristbands, [redacted] was not paid for the tickets delivered and was held liable for the costs we incurred to make this issue right with his buyer under the terms of our User Agreement and Fan Protect Guarantee. We incurred high costs in resolving this issue for the buyer as replacement wristbands for this event were significant.
 
In this case, our total cost to make it right for the buyers was $[redacted]. Per our User Agreement, [redacted] would be responsible for these costs. However, as a one-time courtesy, we can waive 50% of the additional charge processed, $[redacted]. As [redacted] has opened a chargeback with his bank, this reversal cannot be processed until this chargeback is resolved.
 
When users submit a chargeback, we reach out to the user and let them know their account will be deactivated if they do not resolve or close their chargeback. We provide instructions on how to resolve the chargeback, and why this charge is valid. If the chargeback is not closed or resolved, the StubHub account is locked and the user is no longer able to access our website. The StubHub account remains locked until the chargeback is resolved. In order for this StubHub account to be unlocked and the offered refund processed, [redacted] submitted chargeback would need to be closed.
 
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we can make an exception in this case and charge him only a portion of the costs.
 
Once this chargeback is resolved, [redacted] can reach out to our customer service team at 1-866-788-2482 to receive the offered refund.
 
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 this issue as it pertains to StubHub policies.
This order was placed through our international marketplace, [redacted] is a StubHub company and they are in the process of transitioning to the StubHub platform. Until the transaction is complete, we are not able to access this customer’s order information. For [redacted] orders, customers need to contact[redacted] directly for customer service related issues. In this case, we have notified our [redacted] team of the issue. They should be reaching out to [redacted] directly.
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 Business Response /* (1000, 5, 2015/07/15) */
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. 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. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you 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. However, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee.
In reviewing Mr. [redacted] complaint, the buyer of Mr. [redacted] order contacted StubHub reporting that their seat numbers were not correct. Due to Mr. [redacted] listing tickets incorrectly, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee as stated above. We were able to find replacement tickets for the buyer and Mr. [redacted] payment was withheld and he was charged the 20% fee for misrepresented tickets.
Mr. [redacted] contacted StubHub inquiring about why his order was canceled explaining that the system allowed him to list tickets with the incorrect seat numbers. When selling tickets on StubHub during the sell flow, sellers are presented with a prompt that reminds sellers to "Autofill Consecutive" seats in addition to visible wording that shows seats are "Guaranteed Together". We explained this to Mr. [redacted] and as a result Mr. [redacted] opted to dispute the charge which was reviewed by our Payments team.
After further review, as a one-time courtesy we processed a partial refund for Mr. [redacted] in the amount of $27.50. As a seller on StubHub, Mr. [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although Mr. [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of the costs on his order. Given that consideration was already given in this case, the remaining charges will stand.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response is for two reasons. First, I clearly listed the seat numbers of the tickets. I made no mistake and made no attempt to disguise the fact that the seats were not together - I was totally up front about it. If the seats had to be together, why did StubHub let me post them since they clearly were not together? The second reason is that, by the time I got the tickets back, it left me no time to try to sell the tickets as single seats, so I had to eat the tickets. The usurious penalty charged by StubHub is simply adding insult to injury and I find it absolutely disgusting that StubHub, who charges large fees to both the seller and the buyer so they can get it both ways, would choose to levy an additional exorbitant penalty fee.
Final Business Response /* (4000, 9, 2015/07/23) */
Thank you again for giving us the opportunity to respond to Mr. [redacted] rebuttal, Revdex.com Case XXXXXXXX.
As previously noted, 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 includes:. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee includes:. You will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement.
Per our User Agreement and Sellers Policies, sellers must provide accurate section, row, and seat information for their tickets which includes all seats in listing must be together (consecutive). Tickets they deliver to the buyer must be exactly as listed. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer - including any ticket features, comments, or disclosures - a seller may not get paid for the order and may be responsible for any fees we incur to satisfy the buyer under the terms of our FanProtect Guarantee. These fees may include but are not limited to the cost of replacement tickets, refunds, coupons and penalty fees, as outlined in our User Agreement.
We understand that Mr. [redacted] has noted that he disagrees with our site allowing him to list the seats non-consecutive, however in reviewing this step, the option is clearly noted above the seating information that reminds sellers to "Autofill Consecutive" seats in addition to visible wording that shows seats are "Guaranteed Together".
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. [redacted] is responsible for listing his tickets correctly.
At this time we do not have any further information to provide. Ms. [redacted] has been charged only a portion of the costs on his order. Given that consideration was already given in this case, the remaining charges will stand.
Thank you for the opportunity to provide additional information about StubHub. If I can be of any further assistance, please let me know.
[redacted]
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:
StubHub asserts the order was “valid”, yet StubHub was unable to fulfill the order as it was represented on their website.  Even though they represent third-party sellers, StubHub makes money even when the seller does not fulfill their side of transaction by charging the seller penalties.  StubHub is therefore not out any money, and in fact makes money - leaving the Buyer with no tickets, potential expenses related to the event (travel, etc.), and other inconveniences.  StubHub should not be the entity making money off of tickets their sellers cannot fulfill, but should provide the Buyer with the money they receive from penalizing the sellers for placing tickets on the StubHub website they are in actuality unable to provide.  The overwhelming number of complaints filed against StubHub is relevant - I was shocked when I viewed the Revdex.com website and StubHub’s rating and listing.  This is the second time StubHub has not fulfilled orders, so moving forward my level of confidence in their business has been destroyed, and I will use alternative more reputable sites that in fact have control over their ticket inventories and do not rely on third-party sellers who may not actually have tickets to sell, but who are trying to do a “bait and switch” type deal such as they tried to do with me.
Sincerely,[redacted] Cooper

Initial Business Response /* (1000, 5, 2015/06/12) */
Thank you for the opportunity to respond to Ms. [redacted]'s Revdex.com complaint, 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.
Customers making a purchase on StubHub may pay for their tickets using their PayPal account, Visa or MasterCard debit card, or Visa, MasterCard, Discover, or American Express credit card. Buyers choosing to use PayPal may create a PayPal account or sign into an existing PayPal account while ordering tickets on our site. We'll save their PayPal preferences so that they won't have to sign into PayPal the next time they order tickets. Buyers can save one PayPal account in their StubHub account at a time.
For a PayPal account, which is separate from the buyer's StubHub account, customers have the option to select a default payment method for funding charges to their PayPal account. If no default method is selected, PayPal will process the payments in the following order: using any PayPal balance, charging linked bank account, or charging linked credit/debit card. Purchases on StubHub where buyers select PayPal as the payment method are processed by PayPal using the default payment method. If no default method is selected, PayPal will process the payment using the options noted previously.
We apologize for any inconvenience if Mr. [redacted]'s payment via PayPal was not processing using the PayPal payment method he noted in his complaint, PayPal Credit (formerly known as Bill Me Later). After he contacted us regarding this issue, we had cancelled the order and issued Mr. [redacted] a full refund on 6/2/2015 as a courtesy. This full refund should have already appeared on Mr. [redacted]'s PayPal account.
Please let me know if I can be of further assistance in this matter.
[redacted]
Executive Customer Care

Initial Business Response /* (1000, 5, 2015/12/16) */
Thank you for the opportunity to respond to Ms. [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.
In reference to Ms. [redacted]'s complaint, she sold 2 tickets to Ballet Boston presents The Nutcracker Boston on November 30, 2015 and successfully delivered the tickets to her buyer on December 1, 2015 at 7:09PM. Her payment of $117.00 started processing the following business day December 2, 2015. Typically payments issued to PayPal take 5 business days to complete, however due to an issue with our system Ms. [redacted]'s payment had been delayed. Our payments team is working to resolve all delayed payments as quickly as possible. Due to the delay and inconvenience this has caused, we have waived the 10% sell fee on Ms. [redacted]'s order and she will be receiving an additional payment of $13.00 which was originally deducted from her payout.
We sincerely apologize for the delays Ms. [redacted] has experienced, however our records indicate that on December 13, 2015 Ms. [redacted] received both payments of $117.00 and $13.00 to her PayPal account. We contacted Ms. [redacted] by email and provided her the reference numbers to the payments.
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 /* (2000, 7, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They still took twice as long as their guarantee, which is unacceptable and I strongly recommend everyone stay away from this company. They scam people and hang onto your money so they can make more profit, which is unethical and downright tacky. Terrible customer service, terrible business as a whole, and a complete nightmare of an experience.

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 and listing, he listed four tickets for [redacted] on [redacted] 25. Two tickets sold on [redacted] 7 and two tickets sold on [redacted] 14 and shortly after each sale, [redacted] uploaded his tickets to his sale. Unfortunately, the same tickets were uploaded to both orders. On [redacted] 25th, one of [redacted] buyers contacted us as they had been rejected at the gate.
 
Due to the number of transactions that occur daily on our website, we are not able to individually review all tickets. Our PDF Parser does not allow scans or copies of tickets, but may not be able to verify the section, row, and seat numbers. This is additionally difficult as General Admission listings may have different seat numbers listed than printed on the tickets. That’s why our seller policies explain that sellers are responsible for ensuring the tickets they provide are the correct tickets for that sale. We do not guarantee that our system would notify you that the tickets you uploaded are incorrect; sellers are accountable for confirming their ticket details.
 
Our User Agreement explains that sellers are liable for all costs StubHub incurs when an order is canceled. In this case, our total cost to make it right for the buyer was $[redacted]. As a courtesy, we reversed $[redacted] of this charge. As one buyer was not able to attend, [redacted] will not be paid and the remaining charge will stand.
 
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 Mr. Cooper’s complaint, Revdex.com Case[redacted].  I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
We deeply apologize that the seller for Mr. Cooper’s order was unable to fulfill the sale with the tickets promised. StubHub did offer replacement tickets for this situation, and they were the closest seats we had available on site to the original seats. Since Mr. Cooper did not care for these seats, we provided a full refund. While StubHub does penalize sellers for this type of situation, we would not be able to disclose information about specific charges due to privacy concerns. StubHub charges sellers so as to cover the cost of issues like this, the multiple customer contacts to our customer service team created by the situation, and the cost of replacement tickets if applicable. StubHub is only capable of refunding the amount paid to buyers, but would have gladly assisted Mr. Cooper in getting tickets in another section for the show he was planning to attend or for another performance if he so chose. Again, StubHub apologizes for the inconvenience this must have caused and we hope Mr. Cooper is still able to attend the show, and that we get another chance to earn back his confidence in the future.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case[redacted].  I understand that [redacted] 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 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 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.
Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 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 cooperate. We 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 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 [redacted].
 
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We 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 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. 
 
After reviewing the order’s in question both the purchase (Order # [redacted]) and the sale (on Order # [redacted]) I was able to see that while [redacted] bought these tickets on StubHub he claims that he is not the one who resold them on site. [redacted] has provided no proof or documentation to support this claim. When our Security Team looked into the matter they determined that the tickets had been uploaded for sale from the same location where they were purchased from. We are also able to see that [redacted] viewed the email confirming he had listed these tickets for sale on two occasions and that he also viewed the email confirming he had sold his tickets three times prior to the event. This information would lead StubHub to view this as a valid resale as there are no signs of fraud or unauthorized activity. As we have received no documentation or information to support [redacted] claim, the charges will stand. [redacted] is welcome to provide any information or documentation to our Marketplace Investigations Team at [redacted].
We hope this addresses [redacted] concern.    If I can be of any further assistance, please let me know.
Sincerely,
 
[redacted]

The tickets were shipped timely, and would have been received timely by the buyer as promised. If I had not called the tickets would have arrive to the buyer. After I spoke to Stub Hub regarding the matter a Stub Hub employee called [redacted] and rerouted the tickets back to me. They sent to tickets back to the wrong address so they arrived to late to even try to resell them. They then charged a $[redacted] fee for some type of cancellation fee that I have never heard of to a credit card that was not even mine. So they need to refund the full $[redacted] for all of the problem they called by their arrogance, I have never been treated in such a manner. There is no reason to charge $[redacted] when no one suffered any loss except me $[redacted] plus the $[redacted] for the tickets. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint:[redacted]I am rejecting this response because:Even if StubHub can't fully refund me, I think some of the charges should be refunded. I'm aware of their policies and I tried eveything possible to get a scan report including the help of the StubHub employee arranging a conference call. [redacted] wouldn't supply it to me even though I had all the necessary documentation. There is nothing more I could do in this situation even though I followed all the actions that StubHub told me to do. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I did not accept the tickets. I said I wanted my original tickets or the same row. The rep said no, row 37 was the only option. I was not offered a refund. Listen to the recording; I was reminded several times that it was a recorded line.  If no refund is issued, I will file a 93A complaint for unfair and deceptive practices.
Sincerely,[redacted]

Thank you for the opportunity to respond to Mr. [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 the charges applied to Mr. [redacted] account are valid, however as a one-time courtesy we have waived the charge in the amount of $33.00 for the cancelled sale and we have issued payment to Mr. [redacted] as the tickets were not returned once the sale was cancelled.
Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add.
Sincerely,
[redacted]StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:
StubHub has again asserted that I claimed to have paper tickets.  Below is a link to a video screen grab of the listing process on StubHub.  It clearly proves that no question is asked concerning the format of the tickets (paper/electronic).  I never claimed to have paper tickets, StubHub's claim is completely false.
StubHub further claims that even if I did not claim that I was selling paper tickets (I did not) that all sales are assumed to be paper tickets because their User Agreement states that no electronic ticket/flashseat ticket sales are allowed on StubHub.  The video screen grab above proves that in fact, the majority of their ticket sales for my event are FlashSeat sales.  StubHub further claims that they are running a "pilot program" selling FlashSeats which excuses them from following their own stated User Agreement and Seller Policies.  A simple investigation on their site shows that StubHub has in fact been selling FlashSeats since at least [redacted].  Even if electronic ticket sales were not the majority of their business, even if electronic ticket sales were a brand new policy, StubHub would still be obligated to operate within their own stated User Agreement and Seller Policies.  To show one policy and operate under a different policy is grossly misleading and deceptive.  Charging fees to me for not following the policy while simultaneously breaking that same policy is grossly misleading and deceptive.
[redacted]
I am not satisfied with StubHub's response and I will continue to work to recover the $[redacted] penalty.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] complaint, she sold six tickets to the [redacted] show that took place on [redacted] 1st in [redacted]. [redacted] listed and uploaded these tickets on [redacted] 30th, [redacted], and the tickets then sold on [redacted] 26th, [redacted]. On [redacted] 1st, the PDF file that was uploaded was chosen for a random review by StubHub, and it was found that the barcode was blurry when the file was enlarged. Normally, if a PDF file is original, the barcodes will be crisp and clear when the file is enlarged. Since the barcodes were not clear, it was determined that the tickets would not be valid for the buyer to use, and the order was sent to be replaced. Per the StubHub User Agreement and Seller Policies, [redacted] was then charged a cancellation penalty fee of $[redacted], which is 40% of the total cost of the tickets that she had sold. [redacted] was also charged $[redacted] to recoup her payment, however that charge failed, and was then applied to her StubHub account as a balance owed.
Unfortunately, the tickets were reviewed 34 minutes after the event had begun, and since the buyer had not contacted StubHub to report an issue, it should have been assumed that the buyer was able to attend the event. After receiving this complaint, I was able to print the tickets myself and determine that the barcode was able to be read by a ticket scanner. Since the barcodes were able to be ready by a ticket scanner, the tickets were clearly valid, and the order should not have been cancelled.
Since this order was cancelled in error, StubHub has reversed the $[redacted] cancellation fee, and the balance on [redacted] StubHub account in the amount of $[redacted] has been removed.
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,
 
Britney
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/10/23) */
Thank you for the opportunity to respond to Ms [redacted]' Revdex.com complaint, 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.
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 with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, 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 FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties.
In reference to Ms. [redacted]' complaint, she purchased tickets to a Pittsburgh Steelers at San Diego Chargers game on October 12, 2015 which she was unable to use because they were reported lost or stolen. When Ms. [redacted] reported the issue to us we first tried to locate comparable replacement tickets under the terms of our FanProtect Guarantee. However Ms. [redacted] decided to cancel the order as she was already at the game and had no way of printing the new replacement tickets. We issued a full refund and a $50.00 coupon to Ms. [redacted]' account for the inconvenience.
We understand Ms. [redacted]' concern and frustration with the situation, however because we are a secondary ticket marketplace we do not own any tickets listed on our site. Due to this we provide protection against situations that may arise through our FanProtect Guarantee. In addition, to our FanProtect Guarantee, StubHub investigates all invalid ticket claims to determine the course of action taken against the seller.
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, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as you can see in the case description here, a $50 credit for the amount of anguish this cost is unacceptable, nor did I expect to utilize the services again and stated a credit would not help the situation. a call was made, which I returned and left 2 messages for, and never heard back. I was also emailed by two other people, which I responded to one, and no response. their retention efforts are about as thorough as their QC department and request to make things right to the grieving spouse and mother of the deceased was not attempted, but thanks for the $50 credit, which doesn't even cover their "fees" for a single event.
Final Business Response /* (4000, 9, 2015/10/29) */
Thank you for the opportunity to respond to Ms [redacted]' Revdex.com rebuttal, 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 with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, 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 FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties.
As previously explained, Ms. [redacted] purchased tickets to a Pittsburgh Steelers at San Diego Chargers game on October 12, 2015 which she was unable to use because they were reported lost or stolen. When we were alerted of the issue we attempted to find Ms. [redacted] comparable replacement tickets under the terms of our FanProtect Guarantee, however Ms. [redacted] opted to get a full refund instead. We issued her a full refund of $500.58 on October 13, 2015. Originally we issued Ms. [redacted] a $50.00 coupon with the full refund however after she contacted us by email we issued an additional coupon of $500.00 as a one-time courtesy. We understand the frustration this situation caused for Ms. [redacted] however at this time we are not in a position to issue any further compensation.
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