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 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, 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 credit for use on a future purchase.In reviewing this transaction, [redacted] purchased two tickets for a concert on October 27. We received contact from [redacted] on the night of the concert advising that they were not allowed into the venue as the tickets were deemed invalid.Because the seller of this order did not uphold their commitments per our StubHub FanProtect Guarantee for this order, we were happy to process a full refund for [redacted] order. We originally offered [redacted] a 20% coupon in addition to that refund but felt that the 20% coupon was not enough for the experience and we bumped it to a 100%.[redacted] poor experience is not a typical experience our customers have when using our website and we take these issues very seriously when they do occur. We wanted to make this situation right for [redacted] and let him see firsthand that his experience was far from typical as he should expect a seamless, hassle-free experience under the protection of our StubHub FanProtect Guarantee moving forward. If I can be of any further assistance, please let me know.Sincerely, [redacted]StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/09/24) */
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 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. We do not own any of the tickets listed on our site. Listings on our site come from individual sellers who set their own prices for the tickets listed.
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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
In regards to Ms. [redacted]'s complaint, Ms. [redacted] purchased tickets to Garth Brooks with [redacted] Yearwood on September 19th at 7:36PM. The event was scheduled to start at 7:00PM, however on StubHub some events will have tickets available for sale up to 1 hour after the event start time. If tickets are listed for sale after the event has started, our system adjusts the start time to allow tickets to be sold. When the start time is adjusted anyone looking to purchase tickets would be provided with a pop up message notifying them that the event has already started. Ms. [redacted] would have been presented with this message and had to acknowledge the notification and accept the terms before placing an order. Our User Agreement also states "StubHub is not responsible for partial performances, or venue, line-up, date, or time changes. No refunds will be issued in these instances."
Ms. [redacted] contacted us and spoke with a customer service representative and she was informed of our policies regarding this issue. Per the terms of our User Agreement we would not be in a position to issue Ms. [redacted] a full refund. However, as a one-time courtesy, Ms. [redacted] was provided with a $75.00 credit to her StubHub account for the inconvenience.
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, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your website did NOT state that the event started at 7:00pm, your website stated that the event started at 8:00pm.
Your website LIED about the start time of the event and gave no indication. I was at the event at 8pm, when your website stated it started and was shocked to find out that the event was half over. I am not sure how to submit screen shots here, but I have a screen shot of your website, that plainly states the event is at 8:00pm.
Final Business Response /* (4000, 10, 2015/10/08) */
Thank you for the opportunity to respond to Ms. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It might help to explain that StubHub is a secondary ticket marketplace 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. Listings on our site come from individual sellers who set their own prices for the tickets listed.
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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
As previously explained, some events on StubHub will have tickets available for sale up to one hour after the event has started. If tickets are listed for sale after the event has started, our system adjusts the start time to allow tickets to be sold. This is why Ms. [redacted] was presented with a start time of 8:00PM. However when the start time is adjusted we provide buyers with a pop up message notifying them that the event has already started and provide the actual start time to avoid confusion. Ms. [redacted] would have been presented with this message and had to acknowledge the notification and accept the terms before placing an order. Due to the terms of our User Agreement we would not be in a position to issue Ms. [redacted] a refund. As explained, we have issued Ms. [redacted] a credit of $75.00 to her StubHub account as a one-time courtesy.
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
Final Consumer Response /* (4200, 14, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, they are avoiding the issue. They didn't pop up a screen to accept, when I searched for tickets it told me that the event started at 8pm. It did not, I arrived at the venue at 8pm (the start time) and it was half way over.
Garth Brooks (the show I purchased) had 5 other shows in Dallas, I could have easily bought tickets to one of those other shows (and I would have, so I could have seen the whole thing).
From their own terms and conditions that the sent over:
" "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."
My tickets WERE NOT what I ordered. I ordered tickets for a show that started at 8 on their website but actually started at 7pm, so I missed half of the show. It also says that in the event of an issue they would find comparable tickets or better tickets, that is too late now, so it says they will offer a refund or fancode for future purchases.
I would like the refund or the credit. I have spent 1000's of dollars on Stub Hub and never had issues with tickets. This is the first time and now they are giving me the run around.
Their website said the event started at 8, it actually started at 7 so I missed half of the show. That is the bottom line. I was ripped off and never would have purchased the tickets if it would have said that the show started at 7.
Again, I want a refund or a credit for the full amount. I was deceived by StubHub, its really pretty black and white (I even provided the screen shots of their website with the wrong time).

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

Initial Business Response /* (1000, 5, 2015/07/22) */
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. 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.
In reviewing Ms. [redacted]'s complaint, Ms. [redacted] contacted StubHub regarding the seat placement of her order. After further investigation, we acknowledged that Ms. [redacted] was given incorrect information erroneously and we processed a full refund. Ms. [redacted] expressed that she'd rather keep the tickets than receive a full refund and requested to speak with a supervisor. As a result, instead of charging Ms. [redacted] the full amount for the tickets she originally purchased, we offered to reinstate her tickets with a partial refund for her fees and a reduced price - to which Ms. [redacted] accepted.
After Ms. [redacted] decided to keep the tickets, she then contacted us requesting to cancel the full order and process a refund for herself and her entire party who purchased tickets in the similar section. While we understand Ms. [redacted]'s concerns, we were unable to accommodate this request, due to Ms. [redacted] accepting the original offer to keep her tickets rather than the refund. In addition, we explained to Ms. [redacted] that each situation is handled on a case by case basis and we would have to be formally communicated by all affected parties. Ultimately, we advised Ms. [redacted] that she would have to relist and offered to waive our sell fee if the tickets sold.
Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know.
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a refund ONLY for the ticket fee I did not receive any other discount on the tickets?? In their response it sounds to me as if they are saying they waived the fees and also discounted the tickets. I also had to call because when they recharged me for the tickets the did NOT deduct the ticket fee they then stated I would receive a refund of $70 and of course that did not happen! I received $60! In a response to one of my emails their employee stated I received a $70 refund and basically said I should be happy with that. I responded and let them know they were once again wrong my refund was only $60. A couple days later I did receive the additional $10. The whole company has just been unprofessional with this whole experience. I was given wrong information, the supervisor took it upon himself to cancel my tickets WITHOUT talking to me luckily I called and was able to get them back and then they say they will refund $70 and don't even do that until I brought it to their attention and then had to contact them again because they refunded the wrong amount.
Final Business Response /* (4000, 9, 2015/08/06) */
Thank you again for giving us the opportunity to respond to Ms. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX.
As previously explained, StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
In reviewing Ms. [redacted]'s rebuttal, as previously explained, we acknowledged that Ms. [redacted] was given incorrect information erroneously and we processed a full refund. Due to Ms. [redacted] advising that she would like to keep her tickets instead, as a result, we offered to reinstate her tickets with a partial refund for her fees at a reduced price to which Ms. [redacted] accepted. As we attempted to process her refund, an error occurred that caused Ms. [redacted] to receive the incorrect amount which has since been fixed promptly before this complaint was filed.
At this time we do not have any further information to provide. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know.
[redacted]
Executive Customer Care Team

Thank you for the opportunity to respond to [redacted] rebuttal, Revdex.com case [redacted]. I understand the concerns noted and will address the issues as it pertains to StubHub policies.
As noted previously, this order was replaced in error and due to this we have waive the charged of $[redacted] and in addition paid Mr. Bever for the sale with the sell fees waived as a courtesy due to the negative experience. At this time, we do not have anything further to add.
Sincerely,
ErinStubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: it should not be the customer's responsibility to search for the hidden fees, especially a first time user.  The fees should be prominently displayed on the first screen so the customer can decide as quickly as possible.  Full price disclosure by Stub Hub is necessary for the customer to make a quick decision. If you do not know (do not see that icon) to search on "show fees" you have to go thru all the payment questions to get to the total amount of the purchase. This practice of hiding fees is similar to hotels and should not be allowed.  Stub Hub should show fees as soon as you click the seats, that is unless the purpose of hiding them is to bait customers and draw them into the payment section of the website.  Sincerely,[redacted]

Thank you for the opportunity to respond to [redacted] rebuttal, Revdex.com Case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
As previously explained, 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.
 
Postponement: If an event is postponed and rescheduled, StubHub will work with Buyers on a case-by-case basis attempting to resolve any ticket issues. Sellers cannot resell, invalidate or change the tickets for the rescheduled event. If a venue requires new tickets for rescheduled events, sellers are expected to deliver the new tickets. StubHub reserves the right to cancel orders if new tickets are required. Refunds will not be issued for postponed events (unless they are ultimately cancelled).
 
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.
 
Upon review of [redacted] rebuttal, he did state that the [redacted] is considering this event as cancelled. With the information provided upon the review of the [redacted] website as well as TicketMaster’s website they are at this time considering this a postponed event. Unfortunately, as the primary is still considering this to be postponed we at this time will not be offering any refunds for this purchase, our Events team is monitoring this event and if the status does change to cancelled then at that time we will be providing a refund to [redacted]. If [redacted] is unable to attend the rescheduled date once announced, the tickets at that time can be relisted back onto the site to recoup any funds lost.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
ErinStubHub 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 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 [redacted] complaint, [redacted] listed 2 tickets to Beyonce on 04.25.** which sold on 05.06.**. Shortly after the sale took place, [redacted] contacted our Customer Service department stating that someone hacked into her account and changed the price on the tickets as well as the email address for her [redacted] account. We do take these matters very seriously and sent this information over to our Trust and Safety team. Once they reviewed [redacted] account they did determine there was fraudulent activity on the account and closed the account. [redacted] did contact us regarding the payment for this order as she had listed the tickets for $[redacted].00 each and they sold for $**.00 each, [redacted] was promised a payout in the amount of $[redacted].00 if we were to find any fraudulent activity on the account. Due to the situation which occurred, the payment that should have a timeline of 5 business days took a little longer. At this time, [redacted] payment has been processed to her [redacted] account.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
 
Sincerely,
 
Erin
StubHub Executive Customer Care

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

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You 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] purchase, he purchased two tickets for Asking Alexandria on [redacted] 19. These tickets were listed as Section General Admission, Row VIP Balcony. There were no additional amenities included in this listing indicating that additional VIP features would be included.
 
For the negative experience, as a one-time courtesy we offered a 50% refund to [redacted], $[redacted]. To accept this, [redacted] can contact our customer service team at 1-866-788-2482.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

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]

Initial Business Response /* (1000, 6, 2015/12/02) */
Thank you for the opportunity to respond to Mr. [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 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.
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 reviewing Mr. [redacted]'s complaint, he sold 2 tickets to an El Vy concert on November 21, 2015. We started processing his payment in the amount of $42.30 the following day on November 22, 2015 to the PayPal account he selected when listing his tickets. We received notice from PayPal that the payment failed and was returned to StubHub. When Mr. [redacted] contacted us we explained this and reissued his payment again, however it continues to fail and PayPal returns the payment. As of December 1, 2015, Mr. [redacted] provided us with a different PayPal email address to send the payment to. We have reissued the payment to the new PayPal account and it is currently processing. This process can take 3-5 business days to complete. Once the payment has been successfully deposited into the PayPal account we will notify Mr. [redacted] by email. If the payment fails again, we suggest that Mr. [redacted] contact PayPal directly to determine why they are returning the payments or we can reissue the payment via check.
We apologize for the inconvenience this has caused Mr. [redacted]. We will continue to monitor the situation to be sure Mr. [redacted] receives payment for his sale.
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, 8, 2015/12/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

sports, concert, theater, and other live entertainment 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.
 
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 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 reviewing this order, [redacted] reported an issue twice with the expected delivery date of when she would receive her tickets from the primary issuer. When this happens, buyers are sent a notification of the new expected delivery date and sellers are advised that if the buyer does not accept the change within 24 hours, the order is subject to cancellation. Per the terms of our FanProtect Guarantee as noted above, if a seller does not deliver the tickets on time as listed, the buyer may receive comparable tickets or a full refund. The second time [redacted] reported an issue with their In Hand date, their buyer chose to cancel the order under the FanProtect Guarantee.
 
Our seller policies explain that if a sale is canceled, sellers are liable for all charges we incur to make it right for the buyer to meet our obligations under the FanProtect Guarantee. In this case, our total cost to make it right for the buyer was $[redacted]. Per our User Agreement, [redacted] would be responsible for this cost. However, as a one-time courtesy, we have reversed $[redacted].
 
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 her orders as listed. We understand that things happen. 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 her only a portion of that cost. Given that consideration was already given in this case, 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

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

tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states:  You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.In reviewing [redacted] account, he had initiated a chargeback with his financial institution on [redacted] stating that he did not make the purchase of tickets for the completed order on his account. Our Trust & Safety team reviewed the order and account information, the IP address associated with the purchase, and social media accounts for [redacted] Based on this review, our Trust & Safety team determined that this was a valid purchase. A representative from the team sent an email to [redacted] at the email address he provided advising the purchase was valid.  The financial institution had ruled that the chargeback was closed in StubHub’s favor, therefore this charge still stands with [redacted]The order of the [redacted] tickets are showing as delivered to [redacted] via PDF delivery and were uploaded into his account on [redacted]. There are no notes showing that a representative had advised [redacted] that the tickets were not delivered or were scanned in. Our representatives do not have a way to view if tickets were scanned in at a venue. The only way to obtain this information is to reach out to the seller of the tickets to request a scan report from the venue itself, which was not noted or done in this case. Since this was a valid purchase and the event has passed, we cannot provide a refund to [redacted] per the terms of our User Agreement. 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

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

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

Initial Business Response /* (1000, 5, 2015/07/13) */
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. 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.
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.
In reviewing Mr. [redacted]' complaint, when purchasing tickets on StubHub, Mr. [redacted] is presented with the date their tickets are estimated to be delivered at checkout, prior to purchasing the tickets, which was stated for 7/15/15. Afterwards, Mr. [redacted] was sent an email confirmation which also confirmed his expected delivery date of 7/15/15. The seller of Mr. [redacted]' order has listed these tickets as being able to ship no later than 7/10/15. Oftentimes, venues do not issue tickets to the original buyers until two weeks or so prior to the event.
Mr. [redacted] contacted StubHub and spoke with an agent requesting that his tickets be sent to him before his estimated delivery date. We explained to Mr. [redacted], as an agreement, the seller is expected to fulfill their order by the estimated delivery date provided. In addition, 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. 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.
While we do understand that Mr. [redacted] would like his tickets to arrive earlier, we must also allow the seller to fulfill the tickets as they have agreed to. We are more than happy to assist Mr. [redacted] in changing his delivery address to the residence of his choice to ensure he receives his delivery on time for the event. We attempted to reach out to Mr. [redacted] to discuss additional delivery options but we have not received any response.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
[redacted]

Thank you for the opportunity to respond to [redacted] rebuttal Revdex.com Case[redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
As previously noted, per the terms of our User Agreement the charges applied to [redacted] account are valid. We can see that [redacted] stated he no longer had the tickets to fulfill on the order. The terms in our User Agreement state the following “If your tickets have sold but you cannot fulfill the order (also referred to as 'dropping a sale' or a 'dropped sale'), StubHub may charge your 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 some cases involving dropped sales that result in unusually large losses to StubHub (for example, dropped sales involving large numbers of tickets or tickets with significant price appreciation), however, StubHub reserves the right in its sole discretion to charge your payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee (including costs in excess of 20% of the ticket price).” As [redacted] agreed the terms of our User Agreement which does advise that the price for the cancelled sale can be in excess of the 20%, the charges will stand.
Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add.
Sincerely,
ErinStubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/05/27) */
Thank you for the opportunity to respond to Mr. [redacted]' complaint, Revdex.com Case XXXXXXXX. I understand that Mr. [redacted] is upset due to a charge on credit card for tickets he did not receive. I can understand his concerns and will provide information...

as it pertains to StubHub processes and policies.
It might help to explain that StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. Our FanProtect Guarantee for buyers states "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."
In reviewing this complaint, Mr. [redacted] stated that he selected to purchase two tickets on our site for $179.00 and during the purchase process he received a message the tickets were no longer available, however he was still charged. As StubHub is a live site, there are times when you will attempt to make a purchase and someone else may be trying to purchase the same tickets and this will cause an error which advises that the tickets are no longer available. Any charges during this process would be an authorization and not an actual charge, this authorization should fall off the credit card within 2 - 3 business days. We have reviewed Mr. [redacted]' account with our payments department for the charge of $179.00, however we do not see a charge on his account for this amount. If the authorization was not released, Mr. [redacted] will need to provide us with further documentation to review such as a picture of the bank statement which shows that he was charged $179.00 and that charge was never released or any other documentation which shows the charge is still on the account.
Thank you for the opportunity to provide information about StubHub. 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 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. 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. Upon reviewing [redacted] account, it appears that she uploaded her receipt from the primary instead of the tickets to the event. Since the tickets uploaded by [redacted] were invalid, we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. [redacted] was held liable for a portion of the costs that StubHub incurred in resolving this issue for the buyer. In this case, our total cost to make it right for the buyer was $445.50 for the order. Per our User Agreement, [redacted] would be responsible for these costs. However, as a one-time courtesy, we have already waived half of the $148.50 that was mentioned in [redacted] complaint for a total of $74.25. 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 her tickets correctly and fulfilling her 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 charged her only a portion of those costs. 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

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 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] purchase, she purchased tickets listed as section Floor 114 for [redacted] on Ice on [redacted] 25. Due to a mapping error, the tickets were actually in section Lower 114. We provided [redacted] a new set of tickets listed as section Floor 104. Unfortunately, this listing was also affected by the same error and the tickets delivered were not for a floor section.
 
On [redacted] 29 [redacted] spoke with a supervisor who found new tickets to offer as replacements again. Before providing the replacements, this representative confirmed with the seller that the tickets were actual floor tickets. [redacted] was provided the tickets from that listing and the actual floor tickets were delivered on 11/30.
 
At this time [redacted] has floor tickets as desired. 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