Stubhub.com

Initial Business Response /* (1000, 5, 2015/11/24) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address 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 Ms. [redacted]'s complaint, the tickets in question were sold on September 11, 2015. Ms. [redacted] contacted us on September 14, 2015 explaining that she had sold the tickets outside of StubHub and needed to cancel this order. Since Ms. [redacted] was unable to fulfill the order we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Ms. [redacted] was not paid for the order and she was charged the 20% fee for nonfulfillment.
When originally listing her tickets, Ms. [redacted] would have had to add or select a credit card to secure her listing. When the charge was issued on September 16, 2015 in the amount of $104.44, it was charged to the default credit card on file which she had selected when listing her tickets. That credit card was still on file through her account at the time the charge was issued, as we are unable to submit charges on a credit card that has been removed from an account.
At this time Ms. [redacted] has the option to get a refund of the charges to the card that was originally used and we can submit the charges on another card. We have contacted Ms. [redacted] and explained this option and what steps need to be taken to resolve this matter. She can contact our Customer Support team at any time to initiate the change.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/06/17) */
Thank you for the opportunity to respond to Mr. [redacted] Revdex.com complaint, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
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 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.
In reviewing Mr. [redacted] complaint, the buyer of Mr. [redacted]'s order notified us of an issue explaining they did not receive valid tickets as the tickets Mr. [redacted] provided were scanned image of tickets. As a result of this information, we needed to make this issue right with his buyers under the terms of our FanProtectTM Guarantee and therefore Mr. [redacted] was charged to recoup the payment he previously received and was also held liable for a portion of the costs we incurred to satisfy his buyer per the terms our User Agreement. While we understand Mr. [redacted] is disputing the charge he incurred as he stated StubHub didn't provide enough instructions on our website. During the listing process Mr. [redacted] would have been able to find the following information in the Need Help FAQ's:
"You can deliver tickets electronically only if your tickets are PDF files - and the originated as PDFs. Avoid Fees - You cannot create your own PDF files from scans, photos, or copies of paper tickets. If you do, you will lose your sale and incur fees for delivering invalid tickets."
In addition to the above information available during the listing process, the following information can be found within the Seller Policies section of our legally binding User Agreement:
"Important: Be careful about selecting electronic delivery - which requires you to upload your tickets as PDF files. Traditional 'hard' tickets cannot be delivered electronically. And you cannot scan, copy, or photograph them to convert them into PDF files. If you have 'hard' tickets, you must select the shipping option (such as UPS) or use Last Minute Services (LMS)."
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. 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 by reversing the additional charge he received. We understand that Mr. [redacted] is upset about the charge to recoup his payment of $225.00, however the tickets Mr. [redacted] provided his StubHub buyer were not valid and per the terms of our User Agreement, we are unable to pay Mr. [redacted] for this order.
Please let me know if I can be of further assistance in this matter.
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 12, 2015/07/21) */
Hello - this case is not resolved. Your email to me went to my Spam folder, so did not receive it. StubHub is hiding behind fine print buried in their website. Also,the fine print they quote is DIFFERENT from the time of the incident! None of what they say is true, however. The tickets WERE valid & usable. The consumer failed in their due diligence and StubHub failed to protect my side of the transaction. False promises on their part and poor business practices makes them liable. I demand the return of the $225 that they have taken from me.
Final Business Response /* (4000, 14, 2015/07/30) */
Thank you again for giving us the opportunity to respond to Mr. [redacted] rebuttal, Revdex.com Case XXXXXXXX.
As previously noted, by using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our 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 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.
During the listing process Mr. [redacted] would have been able to find the following information in the Need Help FAQ's:
"You can deliver tickets electronically only if your tickets are PDF files - and the originated as PDFs. Avoid Fees - You cannot create your own PDF files from scans, photos, or copies of paper tickets. If you do, you will lose your sale and incur fees for delivering invalid tickets."
As previously stated, 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 by reversing the additional charge he received. We understand that Mr. [redacted] is upset about the charge to recoup his payment of $225.00, however the tickets Mr. [redacted] provided his StubHub buyer were not valid and per the terms of our User Agreement, we are unable to pay Mr. [redacted] for this order. At this time we do not have any further information to provide.
Please let me know if I can be of further assistance in this matter.
[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 may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement.
All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value.
Fees may vary, but buyer 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.
Prior to September 1st, 2015 StubHub had all-in pricing. The price per ticket on the listing page was the price buyers paid per ticket at checkout. All Fees were built into each listing so there are no surprises at checkout. However on September 1st, 2015 StubHub changed the layout of the site and removed the all-in-pricing, and the advertisements which disclosed all-in-pricing. The price the buyers now see is the ticket price the seller has set and fees are added during checkout.
In regards to Ms. [redacted]'s complaint, when purchasing her tickets Ms. [redacted] would have seen the price per ticket listed as $61.20. After clicking "Checkout" she was presented with the final price of $295.42 which included the original $61.20 per ticket plus fees. This price was confirmed and accepted when she clicked "Buy Now". Per the terms of our User Agreement, we would not issue a refund of the fees as all sales are final. However, as a one-time courtesy we have issued a refund of $41.62 for the buy fees. We also called Ms. [redacted] and explained the new pricing set up to avoid further confusion.
If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. Please have them refrain from calling me twice in a row each day without leaving messages . Sincerely, [redacted]

Thank you for the opportunity to respond to Mr. Jocoby’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 Mr. Jocoby’s account, we can see that he purchased these tickets on August 11th of last year. We see also that Mr. Jacoby states he tried to relist these tickets for sale the day before the event. However, our records of user activity do not show that Mr. Jacoby ever logged into his account the day before the event (January 31st). We only show that he changed his password for the account on the day of the show. If Mr. Jacoby was experiencing any issues with the StubHub site, he would’ve been more than welcome to contact our Customer Service Team by either phone or chat, but our records do not show any contact from Mr. Jacoby to Customer Service regarding this order. As a result, this purchase has been ruled as valid and we would not be able to offer a refund.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
Chris [redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. Phelan’s 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 using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement may be found at [redacted].
 
Per our User Agreement, it I noted that when a buyer places an order, the buyer is entering into a binding contract with the Seller to purchase those tickets or related passes. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete.
 
In reviewing Mr. Phelan’s account, he contacted us on 04/09/2018 stating that he did not make the purchase of tickets for the completed order on his account. Our Trust & Safety team is reviewing all the information on this order and will be reaching out shortly to assist Mr. Phelan as best they can. They will be able to provide some pertinent details regarding this order and suggestions to further protect yourself when purchasing online.
 
If I can be of any further assistance, please let me know.
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/09/10) */
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 might help to explain that StubHub is a secondary ticket...

marketplace website 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 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."
In reviewing this complaint, Mr. [redacted] purchased a ticket to PAX Prime Seattle for Sunday 8/30/2015 on August 18th, 2015. The seller shipped it the following day on August 19th. The UPS tracking information on the package showed that there was no movement on the package after August 20th. Mr. [redacted] contacted us on August 28th reporting that he had not received the ticket yet and inquiring when he would receive the ticket. We opened an investigation with UPS to find the lost package and immediately attempted to locate Mr. [redacted] comparable replacement tickets at no additional cost to him per our FanProtect Guarantee as stated above, but unfortunately, there were no tickets available. At that point we did have to process a full refund back onto his credit card per our FanProtect Guarantee. The refund of $84.00 was issued on August 28th.
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 Ms. Carrano’s complaint, Revdex.com 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 [redacted]
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 40% 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 Ms. Carrano’s complaint, we have had our technical team review the listing in question and have found there was no attempt to make changes or delete the listing prior to the tickets selling. As a result, this is a valid sale and we would normally expect Ms. Carrano to fulfill the order. As her plans for that night have changed we understand that she is unable to do so. Per our User Agreement, we would have to hold Ms. Carrano responsible for a portion of the cost it takes to make the situation right with the buyer of the order. As Ms. Carrano has elected to keep her tickets and not fulfill the sale, the buyer will need to be provided with replacement tickets and Ms. Carrano will be charged for a portion of that cost to offset what is spent by StubHub.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
Chris [redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Ms. Clanin’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.
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 the order, I’m able to see that Ms. Clanin states she did in fact attempt to attend the event and that the line to scan tickets and enter was especially long. While we apologize for this, StubHub would not be responsible for a long line. The tickets for this order were valid, and while we had many sales on our site for this event, no other buyers have reported difficulty entering. If Ms. Clanin had waited in the line and scanned her tickets she would have been able to see the show. As StubHub did nothing to prevent Ms. Clanin from seeing the event, but instead delivered valid tickets, that were exactly as they appeared on the listing they were purchased from, and in time for the event as per our FanProtect Guarantee, this order is valid. As a result, StubHub would be unable to provide a refund for the purchase.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
Chris [redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to Ms. Wuerz’s Revdex.com case[redacted]. I understand the concerns noted and will address the 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. 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. Wuerz’s order, she purchased two tickets to the Toronto Blue Jays at New York Yankees on August 18, 2018 at 1:05pm. Ms. Wuerz was provided with the purchase details before finishing the check out and at that time, she was presented with the total cost of $236.24 which included buying fees of $43.24 and continued to complete the purchase process. As all the information was provided to Ms. Wuerz prior to check out and the purchase was completed, we are not in a position to offer any compensation per the terms of our User Agreement. If Ms. Wuerz is unable to use the tickets at the time of the event, she can list the tickets back onto the site to recoup any funds lost.
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,
Garrett
StubHub 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 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 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 [redacted] complaint, when the tickets in question were sold on August 5, [redacted], a confirmation email was sent immediately notifying [redacted] of the sale and advised to upload his tickets within 48 hours which in this case would be on August 7, [redacted]. The tickets had already been sold by [redacted] on a separate order on July 25, [redacted] which had already been fulfilled with the same tickets sold on August 5, [redacted]. In the email provided, we also provided [redacted] a link to ‘Report an Issue’ along with the following note: “Reminder:If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost.” On August 6, [redacted], since [redacted] had delivered the same sets of tickets to both of his buyers, as they were double listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, [redacted] was not paid for the order (he delivered duplicate tickets) and he was charged the 20% fee for the double sale.
 
On August 7th [redacted] called in wanting to dispute the charge as he claimed this issue was caused by a site error. At that time he was provided with a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $[redacted]. Per our user agreement, [redacted] would be responsible for this cost. However the form was reviewed and it was determined the charge would not be reversed as there was no evidence of a site error. The listing confirmation emails were sent successfully to advise of both listings at the time each set of tickets were listed.    
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Andrea
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/08/05) */
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 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: www.stubhub.com/user_agreement.
It is stated in our User Agreement under Buying Tickets:
"When placing an order, you are 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, you will not receive a refund for completed purchases. You cannot change or cancel any orders after the sale is complete."
In reviewing Mr. [redacted] complaint, Mr. [redacted] purchased tickets on July 22, 2015 in which he received an email that confirmed the purchase. Mr. [redacted] was charged for the full cost of his ticket in the amount of $92.01. Mr. [redacted] contacted StubHub inquiring if he can cancel the order, as he did not see any charges on his statement. As stated above, we advised Mr. [redacted] that his sale was final upon checkout and advised that the charges to his credit card were captured at the point of sale.
Mr. [redacted] then requested to have seller reduce the price of the tickets as he was not satisfied with the price he paid. We explained to Mr. [redacted] that we are unable to accommodate that request, per our User Agreement. While we understand Mr. [redacted] does not agree with our seller policies, as a marketplace, StubHub does not own the tickets on the site nor does it set prices for tickets. Because sellers set ticket prices, they may be higher than face value.
As Mr. [redacted] is now the owner of these tickets, we are more than happy to work with Mr. [redacted] relist the tickets if he would like to try and make his money back.
Please let me know if I can be of further assistance in this matter.
[redacted]
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:  I disagree with the response from Stub Hub, as they stated that, I made a charge back with my Credit Card company this is correct I did because I never made the purchase. Stub hub is stating that the charge came from my IP address and my social media accounts?? How is this possible when in fact I don't have any social media accounts at all and haven't since [redacted], also we use WIFI at home, with that being said, I find it very interesting that Stub Hub would go out of their way and flat out lie on several occasions now. I ask them to pull the recording from the last time I called them regarding this charge. On the phone call the customer rep, admits that the tickets were never scanned in nor ever mailed to me. Also no rep ever sent an email me to me either. Also my credit card company told me it was STUB HUB that also told  them that the tickets were in fact used and scanned during the event. Stub hub has continued to lie on several occasions and I demand a refund before I seek legal help in this matter. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Because of StubHub's actions I was unable to sell my ticket. I feel that they should compensate me for this.Sincerely,[redacted]

Complaint:[redacted]I am rejecting this response because:  The representative that is responding to this email is incorrect.  He is stating only what he saw in email and not what happened via phone.  I'd ask he review conversations and then discuss this issue via phone.  Also, when I purchased these tickets there was NO explanation on the site that stated I MUST print out the tickets.  It informed me that I would be able to gain entry into the stadium by scanning them via electronic device.  If I would have known I needed to print them, I would not have purchased them. 
Missing half of the game because someone on the phone, at Stub Hub, gave me incorrect information is not my issue.  Also, the length of time of time it took to actually get the tickets was ridiculous.  I was on the phone for over an hour and had to call back twice. 
Question of Stub Hub:  How is Stub Hub able to access and see if I have read my personal email?  That is a bigger concern.  Sincerely,Ronald [redacted]

Complaint: [redacted]I am rejecting this response because:
 
Once again StubHub has failed to realize that there can be more than one victim of a Situation. The "marketplace suffers" when sellers comply TO THE LETTER with policies and procedures and are not recompensated for their issue. I sold bona fide paper tickets to an event to a buyer. After that, I have no way of knowing what happens. And neither does StubHub. The buyer has a "signed affidavit" regarding the situation. At no time was I asked for the same, and at no time sting this debacle has StubHub ever stopped to consider that I did nothing wrong and am being punished unfairly. Each time I spoke with Stubhub I was treated like a criminal, counterfeiter, scalper. 
At no time did anyone at Stubhub empathize with me, nor look for a real solution to my problem.  I was told to contact the original place of sale because "maybe my tickets didn't work."  I have been to over 200 events in my life and have NEVER had a problem with an actual paper ticket.  Not to mention, even if that were a legitimate solution, it does not provide me with an adequate solution for the resale value of the ticket.
Even if anyone at Stubhub understood or cared about my situation, a real solution to help THE SELLER in addition to the buyer was never proposed.  Customer service gave me the runaround even after I did everything they asked of me, and again, treated me like a criminal.  To respond to this claim and again restate the policy which unfortunately at this point I am very familiar wth is another waste of my time and more proof that StubHub doesn't care about customers with issues.
There has been no solution offered--simply another explanation of policy.  How could this adequately resolve my issue ?  Very disappointing.  
Sincerely,Andrea Moore

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. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may also find a copy on our website at www.stubhub.com/user_agreement.
 
Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. 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] purchase, he ordered two tickets on [redacted] 20 for [redacted] performing in[redacted]. When [redacted] contacted our customer service team, he was advised that due to our marketplace and as explained above, we are unable to cancel orders after they have been placed. The only time orders can be canceled is if sellers do not deliver tickets on time and as listed.
 
As this is a valid sale, no refund can be provided on 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,
 
Kaila
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: Stub hub is failing to tell ALL their customers that the Flash Seat exception is ONLY being offered for the top sellers, I found out after I already made the sale. How could I ever know that this wasnt allowed for everyone? Regardless of the rules about [redacted] or PDF...MANY people do not know that flash seats are not pdf and when we see others using flash seats to make the sale, people will think we can all use it.
"we do provide some of our top sellers privileges for the amount of business they do. These sellers are pre-approved and do a high amount of transactions on our site. These users are aware that they are being provided an exception to our User Agreement during this pilot and are allowed to fulfill with Flash Seats. Sellers should always be following the rules of our seller policies unless advised otherwise."
If a customer doesn't know that Flash Seats are not PDF, then how do they know if they are breaking the rules??? A customer would go onto the site and see MANY other sellers using flash seats as means to complete their sale. How do the customers know that this service is only offered to their top sellers? This is where the problem lies. Stub hub has ZERO INCENTIVE to tell everybody that only certain sellers are allowed the exemption...this way many sellers like myself get themselves into this situation unknowingly and am forced to pay your fees. I believe stubhub does not want to alert their sellers of this rule, otherwise they can remind their sellers by putting a banner at the top of the screen or a pop up info box (like they do with MANY other events)  to let EVERYONE know that Flash seat sales are only allowed for certain people. This would avoid a lot of these situations. Tell me a good reason why you would not want to alert the customers and help them avoid charges and problems in the future. I'm not asking if you HAVE to tell them legally...we've established you don't have to, but if you want to help your customers and build trust with sellers, I don't see ONE reason not to alert us of your rules regarding only SOME can use flash seats. No wonder Stub hub is a multi billion dollar company, must be easy when you instigate sale failures which result in millions for your business...
 
[redacted]

Complaint: [redacted]I am rejecting this response because:
The original tickets sent to the phone have a QR code and Bar code. The purpose of this code is to defend against thieves and scalpers scamming tickets. The Barcode never changes and thats how this is detected. This was confirmed by TDGarden, Stubhub, and Ticketmaster. I have filed a dispute with VISA and have received full refund.
We were never granted access to the venue. The reason being two of 3 tickets were invalid. 
Stubhub's Gaurentee:
FanProtectTM for buyers
Summary of StubHub guarantee to Buyers: 
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 purchaseand
If the event is cancelled and not rescheduled, you will get a refund
Getting tickets on time
 
If you don't receive the tickets you ordered by the date communicated to you when you placed your order or in subsequent communications, notify StubHub. StubHub will, in its sole discretion, attempt to locate and facilitate delivery of your tickets, provide you with comparable or better replacement tickets at no additional cost, issue you a full refund (including any fees and shipping/handling charges), or issue you a credit for use on a future purchase. 
 
Getting valid tickets
 
If the tickets you ordered are invalid and not honored by the venue, StubHub may, in its sole discretion, attempt to locate replacement tickets for you or provide you with a full refund (including any fees and shipping/handling charges). StubHub may require information from you or the venue to confirm that the tickets were invalid. You are encouraged to call our Customer Service from the venue if you experience problems with your tickets. You must notify StubHub and complete any required forms no later than seven days (or such other time as communicated by StubHub to you) after the event.
Sincerely,[redacted]

Thank you for the opportunity to respond to Mr. Graham’s complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
 
While were sorry that Mr. Graham would no longer like to use StubHub, we understand his concern in the digital age. StubHub is proud of the...

safety and security we provide for both buyers and sellers, but we understand the decision Mr. Graham’s alone. I apologize that Mr. Graham was told that he would still be able to access his account after it was deactivated. Deactivated accounts cannot be accessed by customers, and I will make sure the representative Mr. Graham chatted with receives additional training. Mr. Graham’s account has been deactivated, and no one is able to access it. All personal information has been scrubbed from the account and the account itself will be removed from the system after a certain time of inactivity. If Mr. Graham chooses to come back to StubHub to purchase or sell again, we would gladly assist him in creating a new account.
 
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care