Stubhub.com

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a 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 [redacted] complaint, she contacted us on 6/21/** stating that she did not make the purchase and that her niece did and was not authorized to do so.  At that time, we did explain our Policy to [redacted] as this is friendly fraud we would not cancel this order or provide a refund per the terms of our User agreement. We did offer a 25% refund to [redacted] and also assisted in relisting the tickets back on site to recoup any funds lost on the purchase. [redacted] contacted us again on 6/22/20** to inquire what would happen if the tickets listed did not sell, at that time we did advise that the tickets would be hers to do what she would like with them but we also advised [redacted] to contact us if the tickets did not sell and we can review further.
At this time the tickets [redacted] purchased are listed back onto the site with an event date of 8/25/**, if the tickets do not sell [redacted] should at that time contact us back and we will review the purchase further however we cannot guarantee a full refund would be provided if the tickets do not sell.
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,
ErinStubHub Executive

Complaint: [redacted]I am rejecting this response because: please show me in the user agreement which page and section said your company won't accept consecutive seats? I went there and cannot find it at all!Sincerely,[redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment 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.
 
The tickets that [redacted] purchased were listed with a disclosure that stated “Student ticket (ID required)” and this disclosure would have been visible to [redacted] throughout the purchasing process. While StubHub is not affiliated with the University of Kentucky, any student of the University of Kentucky would be able to purchase a student ticket off of StubHub and use those tickets without issue.
 
Because we are a fan to fan marketplace, as explained above and in our User Agreement, all sales are final unless the seller does not fulfill as listed or the event is canceled. As these tickets were listed correctly and no site error occurred during the purchase, this order is valid. If [redacted] does not wish to keep these tickets, she can list them for sale on our website and sell them to another fan.
 
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 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. 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, she sold two tickets listed for [redacted] on [redacted]. These tickets were listed on StubHub on [redacted] at [redacted] PM and sold at [redacted] PM. [redacted] was sent a confirmation email letting her know her tickets had sold. The order was canceled as the tickets were for [redacted], and not [redacted] as listed. As per the terms of our User Agreement as noted above, when sellers cannot fulfill an order as listed, we are obligated to make it right for the buyer under the terms of the FanProtect Guarantee. This sale was canceled and [redacted] was held liable for the costs we incurred to make it right for the buyer.
 
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Our User Agreement states that 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 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the cost of replacements.
 
In this case, our total cost to make it right for this buyer was $[redacted]. Per our user agreement, [redacted] is responsible for this cost. In this case, this event is considered a high profile event and we have decided not to reverse charges for canceled sales. Given that consideration was already given in this case, this 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,
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. Jacoby’s complaint, Revdex.com Case[redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
 
After reviewing Mr. Jacoby’s response and the order itself, I would like to clarify what occurred here. StubHub does not own Flash Seats, Flash Seats is a delivery method chosen by certain venues and its own individual company and website. To resell tickets that are through the Flash Seats delivery method, a buyer like Mr. Jacoby would just have to log into his StubHub account and go to his recent orders. There they would see a button to sell the tickets they had purchased on StubHub and the listing process would kick off from there. If Mr. Jacoby had contacted our Customer Service phone line at[redacted] we would have been more than happy to assist him in reselling the tickets. We’re very sorry to hear that Flash Seats did not respond and sincerely wish Mr. Jacoby had contacted us for help at the time. As it stands however, Mr. Jacoby seems to have tried to relist these tickets and then make contact with the Flash Seats site. As this is not the StubHub site and no error made by StubHub occurred, we would not be in a position to compensate for this order.
 
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,
 
Chris [redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/07/30) */
Thank you for the opportunity to respond to Mr. [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.
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] contacted us explaining he was unable to fulfill his sale because the tickets were already sold on an early transaction. Mr. [redacted] explained that he deleted the original listing and listed the tickets again in a different format. However, after investigation the original listing was not deleted and the tickets sold on 7/9/15. Mr. [redacted] then listed the tickets again and sold them a few minutes later on 7/9/15. Since Mr. [redacted] was not able to deliver tickets 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 not paid for the order and he was held liable for a portion of the costs we incurred.
In this case, our total cost to make it right for the buyers was $100.76. Per our User Agreement, Mr. [redacted] would be responsible for these costs. However, as a one-time courtesy, we have refunded $50.38 in charges that had been submitted to Mr. [redacted]'s credit card on file for the order.
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 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 those 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,
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept solely based on a conversation last evening, July 30th, in which the case manager agreeed to refund the entire amout. I reserve the rite to re-open this complaint if StubHub does not live up to their committment. This remains entirely their responsibility.

Initial Business Response /* (1000, 5, 2015/12/18) */
Thank you for the opportunity to respond to Mr. [redacted]' complaint, Revdex.com Case #XXXXXXXX. 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.
The Seller Policies section of our User Agreement notes rules for listing tickets. This includes a requirement for sellers to provide accurate section, row, and seat information about their tickets. In addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was made. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement.
For the tickets purchased on our website by Mr. [redacted] for the Wicked Dallas Tickets, the seller listed the tickets correctly. Once the order was placed, all sales are final, 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 tickets purchased were for the wrong date. We have reviewed the information provided for this ticket listing and have found that the section accurately reflects the type of tickets purchased. Also, our customer service team would have been available by phone, email or chat to assist Mr. [redacted] with any questions he had regarding the specific listing. However, as a courtesy, we have made an exception and issued a coupon to Mr. [redacted] for the full amount of his purchase. He has since purchased tickets for the correct date.
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
Sincerely,
[redacted]
Executive Customer Care

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to...

sports, concert, theater, and other live entertainment 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.
On [redacted] order [redacted] and listing [redacted] our technical team reviewed and there was no sign of site error. This listing was reactivated through [redacted] StubHub account and was edited multiple times, though the seat numbers remained seats 5 and 6.  Because [redacted] was unable to provide the seats exactly as they were listed, this order could be canceled per our Fan Protect Guarantee.
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 made an exception in this case and reversed the additional charges on this order of $[redacted]. Given that [redacted] was unable to provide the tickets as listed and this order was canceled, we would not be able to pay [redacted] the additional $[redacted].
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

Thank you for the opportunity to respond to Mr. Riley’s complaint, Revdex.com Case[redacted]. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
From the information Mr. Riley provided we were able to determine that this purchase took place on TicketBis, which is a European partner of StubHub. I have already provided the TicketBis team with the information Mr. Riley sent in to us, so they can reach out directly and help as best they can to resolve the issue.
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

Complaint: [redacted]I am rejecting this response because:
Thank you for taking the time to respond to my complaint. While I understand your policies and the way the business operates, I do feel that this situation warrants an exception. The tickets were purchased in error and the event was not attended. StubHub is providing a service to its customers by being a third party between the buyer and seller and in doing so, I feel it is the right thing to do to protect its buyers as much as its sellers and honor a refund. While I understand the policies, I am extremely disappointed in the customer service and will not use StubHub again, and will warn others of using the service as well. There are plenty of other ticket outlets out there.Sincerely,[redacted]

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

theater, and other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled 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: [redacted].
 
In reviewing Ms. Mildenberger’s account, I can see that the original tickets were for Box 39 Row J. The tickets that were given to Ms. Mildenberger as replacements were for Section 9 Row D, which according to a map of the venue would have been a great deal closer to the stage. We offered the tickets to Ms. Mildenberger hoping she would be able to enjoy the show with them, as this is part of our FanProtect Guarantee. Ms. Mildenberger would have been given the offer to accept these replacements or a full refund. As Ms. Mildenberger accepted these replacement tickets and attended the show, StubHub would not be in a position to provide a refund. However, when Ms. Mildenberger contacted our Customer Service Team, they understood her feelings on the seats and refunded her buy fees for this order. That amount will remain refunded.
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

(The consumer indicated he/she DID NOT accept the response from the business.)This was not a valud purchase. The only way to resolve the issue is to return the money stolen from me.

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 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. As a marketplace, 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 seller. Sellers set the price for tickets they have listed on our site. In most cases, the prices found on our site will differ from face value. Sellers may set their ticket prices based on market value, popularity of the event, and seat location. However, pricing may also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. Ultimately, supply and demand dictate successful sale prices. It is important to consider that 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.  As we are an open marketplace for tickets, we do not restrict our sellers in regard to ticket pricing. However, it is the seller's responsibility to abide by the StubHub User Agreement and list tickets in accordance with all applicable local, state, federal, and international laws, statutes, and regulations. A copy of our User Agreement is enclosed.
 
The way pricing is displayed on the site is defaulted to show prices that are set by sellers before fees. We provide a filter option in the top right corner of the ticket list which allows buyers to change to view the tickets with the fees included, by checking a box that says: Show prices with fees. Fees may vary, but buyers can always review the applicable fees for their order before buying their tickets. All the information on pricing is available in the Customer Support section on our website or someone may contact our Customer Service team with any questions on pricing.
On the checkout screen, buyers are shown the full price including all fees. We provide the option to see a breakdown of these fees prior to completing the purchase. When ‘Pricing Details’ is selected, buyers are shown the ticket price as well as the total fees separately which also displays messaging at the bottom that reads: Includes all applicable service, delivery, and transactional fees.
At the time [redacted] placed the order for the [redacted], she was also provided this same option to display the fees breakdown which could have been selected prior to placing the order. The seller of the tickets [redacted] purchased in section Lower Endzone 122, row BB, seats 23,24 had listed these as [redacted] delivery. All sellers are presented the option to list their tickets with different delivery methods, depending on the event and the types of tickets available however all sellers can only select one type on each listing. Tickets are displayed on site with the selected delivery method shown underneath so buyers are able to see this information prior to entering the checkout screen. These particular tickets displayed [redacted] delivery underneath the listing, and this information was also displayed on the checkout screen. [redacted] had the option to go back and select alternate tickets prior to completing the purchase if delivery via [redacted] was not desired.
The purchase and fees are valid as this information was in fact available to [redacted] prior to completing the purchase. Due to this, we cannot waive the fees charged and are not in a position to issue a refund. Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know.Sincerely,
 
Andrea
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: STUBHUB states that I violated the terms of their agreement when in fact I did not, it was an error and at this point STUBHUB is using the term violation as a way to justify error in the situation. They state that their Trust and Safety team reviewed the information but it doesn't make any sense as to how they came up with their final decision. They asked me to send them copy of the tickets I was selling, which I did showing PIT tickets, then they asked me to send them copies of the refund receipt for those tickets from the third party vendor of which I originally gotten them from, given the error in ticket seating, and again I did. So I am pretty confused as to how if they have that information and correctly looked at it, how they cannot see an error in the situation and that it had nothing to do with me as I paid for PIT tickets and got what I thought were PIT tickets and in-turn have the right to charge me the ridiculously amount of fees. At this point they are just using violation and just a bunch of nonsense to justify scamming me out of $528. Plus in their comment section, they mention certain details cannot be mentioned due to privacy issues. At this point what is there to hide?  Clearly a scam is going on here and they are using privacy issues and violation as a way to justify keeping the $528 they took from me. Plus, when trying to speak to their different departments that was handling this situation, I was told several times from the customer service rep that it was all internal and I couldn't speak to anyone. Now one would think if they were performing a true investigation, speaking to me would be part of that investigation to get the exact details as a true investigation cannot be performed correctly without speaking to the person about the problem instead of reading notes from a third party customer service rep and going off of other details. Clearly this company is trying to pull over a fast one and refused to even speak to me during the investigation process. This company needs to be investigated for its practices as they aren't following proper protocol in the way an investigation is performed. Plus there is no process as to speak to anyone beyond a customer service rep for certain issues that arise beyond a customer service representatives scope. Enclosed are the confirmation of tickets ordered, the actual tickets themselves showing PIT seats and the refund for the tickets, as requested by STUBHUB. Clearly the tickets were for PIT and were purchased and even received as PIT tickets and yet STUBHUB acts as if I was in violation. My tickets were for PIT and were listed as PIT. Their system was the ones detecting otherwise and now they are blaming me for not being complaint when the documents themselves show compliancy.  Sincerely,[redacted] Braddix

I understand what your terms and service are. Thats not the point. The point is StubHubs terms and service do not protect me the seller or buyer. The only thing it does is furhter increase Stubhubs prtofit margins. Just becasue it is Stubhub policy to make all postings a final transaction does not mean it is good business, unless your Stubhub. Regardless, this is what I expected, Stubhub does nothing to help their customers. Therefore, I will use other companies going forward. However, I understand losing me as a customer does little to nothing for StubHubs bottom line, but they have bad business model, which hopefully another company will soon do betterjob at  for cheaper and compete away their market. 
 
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

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

I am writing from StubHub’s Executive Customer Care department in response to the complaint number [redacted] filed by [redacted].
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 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. A copy of our User Agreement is enclosed. You may also find a copy 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.
When [redacted] listed his tickets on StubHub, he selected that his tickets were located in the ‘Stadium Club 10’ Section of the [redacted] Football stadium, when the tickets are instead located in the ‘Lower Sideline 10’ Section which is a separate section. Throughout the listing process, [redacted] would have been able to clearly see the section he had entered. During the final stage of the listing process and before submitting his listing, [redacted] was given the opportunity to review and verify all information including the event name, date and ticket details. If any information [redacted] entered was incorrect, he would have the ability to make the necessary adjustment to his listing to ensure he was providing accurate information to potential buyers. In addition, we sent an email to [redacted] when his tickets were listed noting the specific event, section, row, and ticket details for which he listed his tickets. This email noted that his tickets were listed in the ‘Stadium Club 10’ section.  Also, [redacted] had the option to review and manage his listing at any point after listing his tickets by signing in to his StubHub account.
[redacted]’s tickets sold on 8/15/[redacted]. His buyer had contacted us on that date to report that he had listed his tickets for the wrong section. Therefore, he was unable to fulfill the order as listed, and he only had tickets for the ‘Lower Sideline 10’ section. Since [redacted] was not able to deliver tickets to the buyer exactly as listed, we needed to make this issue right with the buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, [redacted] was not paid for the order (he did not deliver the tickets) and he was held liable for a portion of the costs we incurred. We incurred high costs in resolving this issue for the buyer since we had to provide them with a full refund. As a one-time courtesy, we did not charge [redacted] for the full cost we incurred.    
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. 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 made an exception in this case and charged him only a portion of those costs. As an additional courtesy since this is [redacted]’s first cancelled sale with us we have determined that we will be waiving the $[redacted].00 previously charged to him and refunding this charge in full.
Please contact us if you need further information regarding this issue.

Thank you for the opportunity to respond to Mr. [redacted]’ complaint, Revdex.com Case #[redacted]. I will provide information 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 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 [redacted].   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 regards to Mr. [redacted] complaint, he purchased tickets on August 27th, 2017 Billy Joel for September 21st, 2017. Mr. [redacted] contacted us the same day of the purchase to report that he selected tickets in Pennsylvania but after the purchase was made he received tickets in Missouri.  On August 27th, 2017 Mr. [redacted] contacted us again later in the day and advised further that the incorrect city was purchased as he wanted to purchase tickets for Pennsylvania.  Mr. [redacted] advised that he was using the StubHub app at the time of the purchase and felt there was an error with the app which caused the problem.   We had our technical team review the purchase and they were able to confirm that the tickets selected and reviewed during checkout process matched what is on the order details.  This information was also provided to Mr. [redacted] in a confirmation email that was sent immediately after the purchase was made. With this information we confirmed that there was no site error that occurred. Per the terms of our User Agreement, all sales are final and buyers cannot change or cancel an order after the sale is complete. This was explained to Mr. [redacted] and we offered him the option to relist his tickets on StubHub and waive the selling fee if he chose to do so, however Mr. [redacted] never listed the tickets for sale.   We understand in this case that Mr. [redacted] feels the error was not on his behalf, however we do not have any evidence to show there was a site error that occurred when the purchase was made. As previously explained, we are not in a position to issue a refund as all sales are final.   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

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, she sold one ticket for The [redacted] event on [redacted]. This ticket was listed as Section K, Row 101. In reviewing the ticket, this ticket was listed incorrectly. The Section on this ticket is Tier 3, and the row is K. As the section was incorrect, this order was canceled. However, the buyer utilized the ticket to attend the event and had a valid ticket and seat, we determined [redacted] should remain paid on this sale.
 
On[redacted] the $[redacted] charge that was processed to [redacted] credit card ending in [redacted] was refunded. [redacted] payment was also processed at that time. $[redacted] was deposited into [redacted] direct deposit account on [redacted]. At this time [redacted] has been paid for these tickets and the additional charge reversed.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
[redacted]
StubHub Executive Customer Care

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