Stubhub.com

Thank you for the opportunity to respond to Mr. [redacted] complaint, Revdex.com Case #[redacted]4. 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 ent[redacted]g 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.
In reviewing Mr. [redacted]’s account, he placed an order on 04.02.16 for a Guns N Roses concert taking place in August. On 04.08.16, Mr. [redacted] contacted us as the row purchased AA does not exist in the section purchased. We did reach out to the seller who did confirm that an upgrade was provided by the venue and he could provide Row C which is closer then Row AA. As the seller did not list the tickets correctly, we did offer the Row C tickets to Mr. [redacted] or a full refund per the terms of our FanProtect Guarantee. Mr. [redacted] was provided with a full refund in the amount of $1,791.00 back to the credit card on file, the refund does take up to 5 business days to process and should appear in Mr. [redacted]’s credit card account at this time.
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 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 reviewing [redacted] transaction, she purchased two tickets on [redacted] for an event taking place on [redacted]. Shortly after the purchase was made, [redacted] contacted us to cancel her order. At that time, we advised [redacted] that we cannot cancel the sale as we do not own the inventory of the tickets purchased and the tickets were purchased from another fan much like herself. [redacted] was advised of our FanProtect Guarantee for buyers and sellers and as this seller has not done anything incorrectly the sale is final. This information is provided in our User Agreement as well.
 
Buying Tickets. You are responsible for reading the complete listing before making a commitment to buy tickets. When placing an order, you are ent[redacted]g into a binding contract with the Seller to purchase those tickets. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for cancelled events, you will not receive a refund for completed purchases. You cannot change or cancel any orders after the sale is complete.
 
As we cannot cancel this sale, we did advise [redacted] that she could relist the tickets back onto the site and we would waive the fees to recoup the funds lost in the purchase. At this time the tickets are listed on [redacted] StubHub account and as the event does not take place until [redacted] there is time to recoup the funds lost. If the tickets do not sell, [redacted] can contact us back at that time and we can review this issue further.
 
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] first purchase, she attempted to purchase three tickets for Reba, Brooks and Dunn on [redacted] 7. This order was attempted at 6:45 PM on [redacted] 29 and did not go through. [redacted] received an email on [redacted] 29 at 6:50 PM stating the order was canceled.
 
On [redacted] 1, [redacted] contacted our customer service about this issue. Our customer service team confirmed [redacted] did not have any completed orders and went to help her purchase new tickets. Unfortunately, the representative failed to review the section level with [redacted] and purchased tickets in a higher tier than [redacted] had been attempting to purchase.
 
We reached out to [redacted] and provided a 50% coupon for her purchase as the tickets were not in the section she had wanted. [redacted] accepted and a $[redacted] credit is in her StubHub account for future use.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted]’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 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]. Unfortunately, with the information provided by [redacted] we are unable to locate a purchase. The information above does outline our policies in regards to [redacted]’s complaint. We would be happy to review [redacted] purchase further however we will need more information such as the email that the tickets were purchased under or a valid order number. We have pulled up the name [redacted] yet the order number he provided is incomplete and the account found has no recent activity. To be of further assistance we will need the full order number of the sold order and/ or the order number for the purchase of the tickets. He can contact the Customer Service line and/ or chat to speak with a representative at any time. 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

Complaint: [redacted]I am rejecting this response because: This is the same response I received on [redacted]. There is no additional information provided here. This is unsatisfactory. As I stated on [redacted]:
Thank you for taking the time to respond to my complaint. While I understand your policies and the way the business operates, I do feel that this situation warrants an exception. The tickets were purchased in error and the event was not attended. StubHub is providing a service to its customers by being a third party between the buyer and seller and in doing so, I feel it is the right thing to do to protect its buyers as much as its sellers and honor a refund. While I understand the policies, I am extremely disappointed in the customer service and will not use StubHub again, and will warn others of using the service as well. There are plenty of other ticket outlets out there.Sincerely,[redacted]

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]

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.
Thank you very much for your efforts in contacting the business on my behalf.
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 noted, per the terms of our User Agreement the charges applied to [redacted] account are valid. When [redacted] sold the tickets he changed the in hand date of when the tickets would be shipped, a buyer at that time has the opportunity to cancel the order if they do not want to accept the change. [redacted] buyer did contact after the change and decided to have the order cancelled. Due to this we are not in a position to offer any refunds for the fees charged to [redacted] account.
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

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

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements.
 
In reviewing [redacted] sale, he sold two tickets for [redacted] - [redacted] vs [redacted] on [redacted] 12. This order sold on [redacted] 7 and [redacted] contacted us on [redacted] 12 and stated the tickets had been canceled and would not be valid. As explained above, we had obligations to meet for the buyer under our Fan Protect Guarantee. As a seller, [redacted] is responsible for these costs. In this case, our total cost to make this right for the buyer was $[redacted]. As a one-time courtesy, this charge has been fully reversed.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

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

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By 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. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, these tickets were listed with the correct disclosure. It is a sellers responsibility to list tickets correctly and with any necessary disclosures. Disclosures and comments are presented to buyers on the checkout preview and checkout page. Disclosures can also be seen when browsing tickets, as there is a blue exclamation beneath the ticket price to indicate there is additional information. At the time [redacted] tickets were purchased, this disclosure was listed and presented correctly.
 
As [redacted] has already been offered a refund of $[redacted] on this order, no further compensation can be offered. To have this refund processed, [redacted] can contact our customer service department 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]

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
It might help to explain that StubHub is a 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.
In reviewing [redacted] account, she placed an order for[redacted] on [redacted] for the show taking place on [redacted], which has now been postponed. When placing this order, [redacted] was provided the estimated delivery date and by placing the order,[redacted] agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be fulfilled. While sellers are not paid until the tickets are delivered to their buyer, in most cases sellers fulfill their orders well before the estimated delivery date, which is why we are unable to provide refunds. We do understand that [redacted] has postponed and no date was provided for the new show however, [redacted] will honor the tickets with the original date/time printed on them. While we do understand the frustration this event has caused due to the postponement and not cancellation, as a one-time courtesy I have issued a full refund back to [redacted] credit card in the amount of $[redacted], please allow up to 5 business days for the refund to reflect, this refund will also invalidate the tickets provided to Ms. Johnson and they will no longer be valid for the rescheduled date.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
StubHub still failed to provide a detailed breakdown of the $[redacted] fee they charged for cancellation of the Sale. How did StubHub determine this cost?? This company once again stated their policy which they also published on their website and also to the email they provided to me: "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." 
So how did 20% of $[redacted] (ticket price) become $[redacted]??? What kind of Math was StubHub using?? Please provide a detailed breakdown of this fee!! 20% of $[redacted] should be $[redacted] instead!
Obviously StubHub did not follow their own policy and overcharged me illegally! Please assist in resolving this issue. 
Additionally, StubHub mentioned that I did not have the ticket available, when I clearly provided a copy of the [redacted] printed copy that proves that I had the ticket available, but it was 'Credit Card Entry' ticket. After speaking with StubHub's representative, they did not accept the ticket and forced me to cancel the sale! So StubHub should have been responsible of the cancellation of the sale too! 
Greatly appreciate your assistance. I've also filed a complaint with CFPB and prepare to go to media for this illegal charge by this company StubHub.
Sincerely,
[redacted]

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement.
 
Our User Agreement explains that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets. 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. A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] purchase, she purchased two tickets on [redacted] for [redacted]. When [redacted] contacted us on [redacted] and requested to cancel her order, our customer service team explained our user agreement and marketplace. Sellers are paid for tickets they list and deliver in accordance with our User Agreement, and as noted above, sales cannot be canceled once completed unless a seller fails to deliver tickets as listed.
 
Due to our marketplace, as we do not own any of the tickets listed, we are not able to provide refunds for completed orders unless orders are not fulfilled as listed.
 
As a one-time courtesy, we provided [redacted] a partial refund of $[redacted] This partial refund was provided as a courtesy due to [redacted] purchase error and negative experience, however as this is a valid order and that consideration has been provided, no remaining compensation can be offered 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,
 
[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] rebuttal, Revdex.com case 11822372. 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. [redacted] ticket were double sold which caused the buyer to be rejected from the event. In review, we found no evidence of site error and the charges applied to [redacted] account 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

Complaint: [redacted]I am rejecting this response because: I was not able to attend the event due to the ticket not being scanned. It is in my memory and it is something I cannot forget. So how can you assume that because your computer system, which must be off, can prove I was not at the event which I was. I was not let into the event. How can you treat a customer with such lack of customer service and respect along with dishonesty just because some unethical ticket scalper said that they didn't distribute it more than once. It seems that it was the case, and because of this I will continue to fight this untrue claim in order to meet an agreement that meets what I saw, because it was in my memory and I was there. I think I would know best if I got into the event or not, not some computer system which is ran by a robot. Obviously someone else had to have entered the event that was not me, because I was not there. Sincerely,[redacted]

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

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states:  You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. 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, she purchased two tickets on [redacted] for [redacted]. When [redacted] contacted us on [redacted] and requested to cancel her order, our customer service team explained that due to our marketplace, we aren’t able to provide refunds or cancel orders. Sellers are paid for tickets they list and deliver in accordance with our User Agreement, and as noted above, sales cannot be canceled once completed unless a seller fails to deliver tickets as listed.
 
As a one-time courtesy, we provided [redacted] a partial refund of $[redacted] As this is a valid order and that consideration has already been provided, no remaining compensation can be offered 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,
 
[redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary...

ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
In reference to Ms. [redacted]s' complaint, Ms. [redacted] listed 4 tickets for Book of Mormon Denver on August 19th 2015 for $150.00 per ticket. The price was changed on the listing several times until the final price of $65.00 per ticket was updated on September 1st. All 4 tickets sold for the price of $65.00 per ticket the same day. Ms. [redacted] contacted us on September 2nd reporting that she felt there was an issue on our end which caused the tickets to be listed below $100.00 per ticket. We had our technical team review the listing changes and they were able to confirm that all price changes were made from within her account and through a normal process, confirming that no site error occurred.
In this case, Ms. [redacted] had changed the price several times on the listing and there was no site error caused the issue. We have issued Ms. [redacted]'s payment for the sale on September 14th to her PayPal account. We are unable to pay Ms. [redacted] the difference as our User Agreement states the seller can adjust the price any time before the tickets sell.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did initially listed the tickets at $150 each. Several days later I dropped them to $130 each. Once I had one week left to sell them I changed it to $100 each.
The IT department is showing a minute after I changed it to $100 each I switched it to $65 each, which is not the case, and does not make sense based on the prices I was using. Why would I change it a minute after?
I was hoping for some sort of middle ground and customer service from Stub Hub. I do not feel heard or cared about in any way.

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. StubHub has access to a rich transactional dataset which we are able to use to determine how our customers perceive seat quality. With this data, we have built algorithms that will make ticket buying a more informed and efficient process on StubHub. Currently, price, location and proprietary historical data are a few of the factors that fuel our algorithm. A combination of seat quality and ticket scoring determines ticket ranking and how ticket recommendations are displayed on StubHub. In reviewing the map for the [redacted], our map is up to date and matches the primaries. We understand that the section name update may have affected the historical data of that section. This has been escalated for review and will be resolved by the appropriate team when possible, but unfortunately this is not an issue we can provide a time for resolution on. 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: This company is siting parts of this agreement and that said agreement this company failed to follow. They are told we are secure as they will not release the seller the buyers info and they will not provide the seller the buyers info. I made the stub hub representative that I was going to the game and yet they provided me the buyers location in Loge 22 Row 4 seats 9-10. They also had a different representative at Stub Hub confirm that I did deactivate Loge 2 row 18 seats 5-6 on April 18th 2016 and left Loge 2 row 18 seats 13-14 available on their site. This company is failing to honor their agreement in multiple ways: Buyer's and Seller's privacy and security and site failure as it sold tickets that I had deactivated rather than the tickets I had active. This is my final attempt to resolve this through arbitration. The next step is to dispute the charge on my credit card and pursue them legally, report them to the attorney general, and report them to every news station, newspaper, and sports magazine that will listen and run the story. Future ticket buyers and sellers need to be protected by this sorry excuse for a company. I have never had one negative experience with [redacted] with over 100 transactions. I make over $130,000 a year and have spent more than $1,000 worth of time on this. If I had even a 5% chance that I was wrong I wouldn't keep pursuing this but, I am 100% sure that this company is a liability to the future of our great country. The fact that they are so obsessed with stealing my $[redacted] is a true sign of how unorganized this company is. Any other company would quickly try to resolve a situation where they disclosed the location of a buyer that helped Stub Hub steal $[redacted] from an innocent person. The arrogance that that this company is displaying in this dispute is a true sign that this company is heading down a slippery slope. [redacted] needs to take a more hands on approach with this subsidiary before a great company gets brought down by a poorly ran subsidiary.Sincerely,[redacted]