Stubhub.com

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted]. I have reviewed this matter and understand that to [redacted] is dissatisfied with the price paid for tickets to a [redacted] at [redacted] game on our website. I will provide information as it...

pertains to StubHub policies.
 
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states:  You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, 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 [redacted].
 
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. All prices are listed in US Dollars and are non-negotiable. All potential buyers will see ‘USD’ after prices on StubHub; this is visible from the Tickets Details page through checkout and denotes for the buyer that the prices shown are in United States Dollars. Once a buyer places an order on our website in US Dollars, the order converts to their respective currency when processed through their bank or financial institution. StubHub is not responsible for any financial charges or exchange fees for purchases made from credit or bank accounts from outside the United States.
 
In reviewing to [redacted] complaint, It appears He was unware his order was placed in US Dollars instead of Canadian funds, however StubHub takes multiples steps to ensure our customers are aware that tickets listed and sold on our website are in US Dollars before an order is placed. For instance, when on our StubHub.ca website, [redacted] would have received a pop up notification notice stating the following: “Thanks for stopping by StubHub.ca! All prices are in US dollars. If you’re unsure how much your tickets cost in Canadian dollars or how much to list your tickets for, you can use any exchange rate calculator to check.” In addition, on every page of the checkout process, as we previously stated, we disclose the currency being charged for the tickets is in USD or US Dollars, which to [redacted] accepted when He completed the purchase on our website. Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide to [redacted] with a refund for the difference in exchange rates. 
 
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, 2015/06/05) */
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. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. Our FanProtect Guarantee for buyers states "You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
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 this complaint, Mr. [redacted] contacted our Customer Service department on 5/16/2015 concerning the price of the tickets he purchased. Mr. [redacted] stated tickets he purchased were listed around $50.00 per ticket but had paid $2,343.50 per ticket due to an error on our website. The issue was forwarded to our technical team for review. While our technical team was investigating this issue, Mr. [redacted] contacted us again on 05/17/2015 stating there was a site error and requested a refund for the purchase. As a onetime courtesy, a member of our customer service team agreed to provide Mr. [redacted] a refund which was promptly processed. On 05/20/2015, we received the investigative results back from our technical teams. Their review showed that Mr. [redacted] was presented with the correct pricing information of $2,343.50 throughout his purchase process and before he finalized his purchase. There was no evidence to support a site error. Since Mr. [redacted] was provided a refund before the results were returned, we have agreed to let this refund stand however this was not an error with the StubHub site.
Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe this to be true. Stub Hub is absolutely at fault because when I was searching for tickets, I also checked to see what the lowest to highest range was for this game and the highest per ticket price was a little over $400. Based on that it would be impossible that tickets that expensive would have come up in my search. Furthermore, when I contacted Stub Hub initially, they said it was an IT error on their part and refunded us the purchase price.

So, either their website is faulty, because when I searched by a certain price, tickets in a completely different range came up, or their IT depart is wrong because they told me it was their error, when now supposedly, it was my error.

Would any reasonable person expect that you could find tickets that expensive for a regular season game with no meaning? The fact that you even have to be on guard for something like to happen is absurd. Somehow the price got switched between when I hit order and they sent the confirmation. I will never order from them again.
Final Business Response /* (4000, 9, 2015/06/23) */
Thank you again for giving us the opportunity to respond to Mr. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX.
As previously explained, StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. Our FanProtect Guarantee for buyers states "You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
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."
At this time we do not have any further information to provide, Mr. [redacted] has been advised that there was no site error and has also been provided with a refund as a one-time courtesy.
Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know.
[redacted]
Executive Customer Care Team

Thank you for the opportunity to respond to [redacted] 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 cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee.
 
In reference to [redacted] complaint, [redacted] buyer contacted us to advise the tickets received stated ‘Limited View’ on them and felt that [redacted] had mislisted the tickets since the disclosure ‘Possible Obstruction’ was originally selected which they felt was misleading as it implies there may or may not be an obstruction. We had contacted the venue who relayed that there is a pole directly in front of these seats which obstructs the view of the stage.
Since [redacted] had mislisted these tickets, 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 and he was held liable for a portion of the costs we incurred. We incurred high costs in resolving this issue for the buyer by refunding the full cost they had paid.
 
In this case, our total cost to make it right for the buyer was $[redacted]. Per our User Agreement, [redacted] would be responsible for a portion of these costs, 20% of the total cost, or $[redacted]. However, as a one-time courtesy, we had refunded a portion of the charge in the amount of $[redacted] that had been submitted to [redacted] credit card on file.
 
[redacted] has since contacted back in and has received a remainder of a refund of the original $[redacted] charge in the amount of $[redacted] as an additional courtesy. [redacted] now has the full $[redacted] fee refunded to him.
 
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of those costs on one of his orders. Given that consideration was already given in this case, the remaining charges will stand.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Andrea
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 can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
In reviewing [redacted] sale, he sold two tickets on [redacted] for [redacted]. He contacted us and let us know that this listing should’ve been deleted. Our technical team fully reviewed this listing and were able to see that it was successfully listed on [redacted], but after reviewing [redacted] site logs and the listing history, they were unable to find any attempt at deleting the listing, deactivating the listing, or that the listing was removed and reactivated. We were unable to find any site error that the listing was ever successfully removed by [redacted] and it was active until it sold.
 
When orders are not fulfilled by sellers with tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to **% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the cost of replacements.
 
As [redacted] did not want to fulfill his sale, it was canceled and [redacted] was held liable for the costs incurred in making this right with his buyer. In this case, our total cost to make it right for the buyer was $[redacted]. Per the terms of our User Agreement, [redacted] is liable for this cost.
 
We understand that things happen and mistakes may occur. Our payments team reviewed [redacted] cancellation charge and as a courtesy, as this was [redacted] first canceled sale, reversed 25% of his charge. As a one-time courtesy, we have refunded the remaining charge of $[redacted]. [redacted] cancellation fee on this order has been waived.
 
Payment for this remitted to [redacted] account provided at [redacted] on [redacted]. At this time the payment is in a Payment Unclaimed status, meaning the payment has been sent to [redacted] but has not been claimed by the recipient. If [redacted] is unable to claim this payment, our payments team will be reissuing it. This order is currently with that department to reissue payment.
 
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, 7, 2015/06/17) */
Thank you for the opportunity to respond to Mr. [redacted]'s Revdex.com complaint, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
As stated in our User Agreement and in various Customer Support topics on our website, Customers are able to pay for purchases using PayPal, credit or debit cards. As explained in our Customer Support FAQ "Using PayPal to pay for tickets, buyers choosing to use PayPal may create a PayPal account or sign into an existing PayPal account while ordering tickets on our site. We'll save their PayPal preferences so that they won't have to sign into PayPal the next time they order tickets. Buyers can save one PayPal account in their StubHub account at a time.
StubHub includes a link to the PayPal site during checkout for users to obtain information about their PayPal account or to manage their account preferences. The PayPal site provides Frequently Asked Questions ("FAQ") regarding PayPal Credit, including an explanation that PayPal Credit may be available for purchases with certain merchants. It also notes specific exemptions, including, for example, exclusions for eBay purchases. ("PayPal Credit can be used for most purchases on eBay, except in the following categories: adult, digital goods, weapons, alcohol, and vehicles"). According to Mr. [redacted]'s complaint, he set his default payment settings on PayPal to PayPal Credit. StubHub does not currently accept PayPal credit, so PayPal used a different payment method to complete the purchase. According to the complaint, this was confirmed by PayPal during a call.
We apologize for any inconvenience to Mr. [redacted]. After he contacted us regarding this issue, we offered him the option to switch his payment method or to relist the tickets. In addition, we issued him a gift card toward a future purchase as a courtesy.
Please let me know if I can be of further assistance in this matter.
[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 can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
In reviewing [redacted] sale, he sold two [redacted] tickets for [redacted] 25. Due to the high profile of this and several other theater events, we are currently delaying payments for these high profile events until after the event passes. We are working on relaying this information correctly in our Seller Policies and User Agreement. As [redacted] was not given notification prior to selling his tickets of this delay, as a courtesy we have processed his payment early. Please allow 2-5 business days from 1/17 for this payment to be received.
 
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:
Interesting.  StubHub keeps dodging the real issue.  I relied completely on the misleading picture StubHub posted on its website stating that the picture was a "representative view."  
The fact that StubHub continues to just throw boilerplate language at me about refund policies is ridiculous.  My complaint has to do with FALSE ADVERTISING and BAIT AND SWITCH.  None of which have been addressed.  TERRIBLE CUSTOMER SERVICE. 
As a matter of fact, I think the first two paragraphs of StubHub's last reply were just copies of its first response.  The owners of StubHub should stop for a second, listen to people, and respond to the problem, not just stick their heads in the sand and ignore legitimate issues.  
I am not satisfied with this answer, but propose that StubHub just accept the negative review on its Revdex.com record.  I am not changing my mind, and StubHub is obviously not willing to make it right.  I'd rather not get any more responses unless they actually address my concerns.  
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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement.
 
We want to make sure our buyers get the tickets they ordered in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreement. A full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement.
 
If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer’s claim, advising that failure to do so would result in the charges being assessed to the order.  The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid. 
 
We take any report of invalid tickets sold through our site very seriously as it creates an extremely negative experience for the buyer. We stand behind our FanProtect Guarantee for both buyers and sellers.  It is the seller’s responsibility to cooperate with an investigation and supply information.  As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase.  We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly.  The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike.  We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets. 
 
In reviewing [redacted]’ sale, she sold two tickets to an [redacted] game on [redacted]. The buyer contacted us after the game and stated they were unable to enter with the provided tickets. After receiving all the information as noted above, we reached out to [redacted]’ regarding the claim. On [redacted], we advised [redacted]’ the proof of purchase she provided was not information proving tickets were valid at the door. When [redacted]’ contacted back and this screenshot was reviewed again on [redacted], as [redacted]’ account with the primary showed the tickets were transferred, so they would not have been valid for the buyer.
 
On [redacted] we had a conference call with our representative, [redacted]’, and the team [redacted]. The venue confirmed the tickets were invalid due to the ticket transfer from [redacted]’ to her husband.
 
Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect Guarantee. In this case, our total cost to make it right for the buyer was $[redacted]. As a one-time courtesy, as this took longer than our usual time frame to resolve, this additional charge was removed from [redacted]’ StubHub account. As these tickets were confirmed to be invalid for the buyer, [redacted]’ will not be paid for the tickets.
 
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, 2015/09/23) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement may be found at www.stubhub.com/user_agreement.
In regards to Mr. [redacted]'s complaint, we send an email whenever changes to an account are made to help prevent against fraud. Mr. [redacted] received a confirmation email that changes were made to his account and he contacted us immediately to report that the changes were not made by him. Our Trust & Safety team reviews all issues that may occur on our buyers or sellers account, as they did in this situation. Due to our privacy policies, we are not able to provide further details for this particular case other than a full review was made by our Trust & Safety team and action was taken based on the results. Our Trust & Safety team has contacted Mr. [redacted] with the results.
If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called they had no way of finding my account since someone hack into my account and change the information. Trust and safety didn't contact me, and Stubhub didnt offer and saftey measures moving forward.
Final Business Response /* (4000, 9, 2015/10/02) */
Thank you for the opportunity to respond to Mr. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement may be found at www.stubhub.com/user_agreement.
As previously explained, Mr. [redacted]'s account was reviewed by our Trust & Safety team and they took the appropriate action on the account. We emailed Mr. [redacted] on September 16, 2015 notifying him of our review and explained what steps he can take to ensure his accounts are protected. Due to our privacy policies, we are not able to provide further details for this particular case.
Our policies regarding this issue have been noted. We do not have anything further to add.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance.
[redacted]
Executive Customer Care Team

Initial Business Response /* (1000, 5, 2016/01/15) */
Thank you for the opportunity to respond to Ms. [redacted]'s Revdex.com complaint, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
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 does not fulfill an order correctly after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee.
In reference to Ms. [redacted]'s complaint, she sold 6 tickets to Kick The Dust Up Tour on March 29, 2015. When Ms. [redacted] originally listed her tickets she was prompted to enter the ticket details such as section, row and seat numbers. Ms. [redacted] listed her tickets in section 212, row 26 without any seat numbers. Our User Agreement states, "All of the seats in your listing must be together (consecutive), unless they are piggyback seats. If you're listing 'piggyback' seats, you must select the 'Piggyback' check box when listing your tickets for sale."
After the tickets were purchased Ms. [redacted] fulfilled the order with 4 tickets in section 213, and 2 tickets in section 212. Ms. [redacted]'s buyer contacted us on March 29, 2015 after they received their tickets to alert us that they did not receive consecutive seats. At this time 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 held liable for a portion of the cost we incurred. In this case, our total cost to make it right for the buyer was $156.60. Per our User Agreement, Ms. [redacted] would be responsible for these costs.
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, Ms. [redacted] is responsible for listing her tickets correctly and fulfilling her orders as listed. We understand that mistakes may occur. Although Ms. [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 have made an exception in this case and issued her a 50% refund in the amount of $78.30. Given that consideration was already given in this case, the remaining charges will stand.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hmm so stub hub assumes no responsibility and takes all the profits from resale fees how interesting and convenient for the business. you need to fix the website in accordance with your policy and stop blaming sellers. Again I did not post the sections I just scanned in the tickets for sale. It was not my decision to cancel the sale or the customers so I will not pay cancellation fees. on top of that the tickets bar codes were sent out to the buyer so you disregarded the safety of my tickets .
Final Business Response /* (4000, 9, 2016/01/22) */
Thank you for the opportunity to respond to Ms. [redacted]'s Revdex.com rebuttal, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
As previously explained, in cases where a seller does not fulfill an order correctly 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, she listed 6 tickets together, however she fulfilled the order with non-consecutive seats. Our User Agreement states, "All of the seats in your listing must be together (consecutive), unless they are piggyback seats. If you're listing 'piggyback' seats, you must select the 'Piggyback' check box when listing your tickets for sale." We had to make this right with her buyer under the terms of our User Agreement which resulted in the order being canceled and Ms. [redacted] being charged $156.60.
We rely on sellers to educate themselves with the selling practices and User Agreement on our website before listing tickets. We understand that mistakes can occur and we try to educate our sellers to prevent further mistakes in the future. Although Ms. [redacted] could have been liable for all the costs we incurred to make the issue right with the buyer, we have already made an exception in this case and reduced the fee to $78.30. At this time we are not in a position provide any further compensation for the issue.
Our policies regarding this issue have been noted, we do not have anything further to add.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Final Consumer Response /* (4200, 13, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are in full position to waive this fee. As stated I will not pay it since your website is not in compliance with your policies and my sale was cancelled. I gained nothing off this transaction and stub hub turned around and got resale fees from the buyer. My tickets were not protected and the barcodes were emailed to the buyer prior to cancelling the sale. I am not in agreement that stub hub can piggyback off sellers and take no risk but is more than happy to take resale fees. Waive the fee and fix your website it's the right thing to do.

Thank you for the opportunity to respond to Mr. D[redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
In reviewing Mr. D[redacted] response, I will be sure to forward this contact information onto our Trust and Safety Team. That way they can get in contact Mr. D[redacted] directly and hopefully assist him with this issue. As Mr. D[redacted] is the one who posted pictures of his tickets to a public website, there would very little StubHub would be able to do besides provide information.
 
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

Initial Business Response /* (1000, 5, 2015/10/21) */
Thank you for the opportunity to respond to Mr. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers 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.
When Mr. [redacted] contacted us we explained that our site is live and it is possible that there is a slight delay for it to update if the lowest priced tickets had sold or if the sellers had adjusted their price. We also searched for tickets to this event and we were unable to recreate the issue and the correct amounts were reflected on the site. This means the problem could have been caused by the individual browser Mr. [redacted] was using. Under the terms of the User Agreement it states, "StubHub does not guarantee that your tickets or related passes [redacted] sell or that your listing will appear on the site within a certain time after it is posted. StubHub will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delays."
As previously explained, we were unable to recreate the issue that Mr. [redacted] was experiencing. Due to that and the terms of our User Agreement we are not in a position to issue Mr. [redacted] any additional payment for his Kaskade tickets.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The two times I reached out to Stubhub regarding the issue, the customer service individuals were able to recreate the issue and acknowledged the error. Please look in the conversation history. Obviously in the 1.5 weeks since this issue was brought up they fixed the issue, but that doesn't free them from offering 1 price of ticket and only selling others. The issue at hand has NOTHING to do with timing, it was due to issues on their end and instead of shutting down the tickets for this event until they were able to fix it, they falsely advertised tickets for 1 price and only allowed users to buy at a much inflated price. Typical large corporation trying to deny, deny, deny. I don't care about the difference in ticket prices. I care that the site was fraudulent and they didn't do anything to better serve their customers, both buyers and sellers.
Final Business Response /* (4000, 15, 2015/11/05) */
Thank you for the opportunity to respond to Mr. [redacted]'s rebuttal, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
We are sorry to hear that Mr. [redacted] does not agree with our response. To review, we were not able to duplicate the issue Mr. [redacted] reported. As a live site, and especially for popular events, lower priced tickets may sell quickly and at any time, including when a buyer is viewing other tickets for that event. Individual ticket prices shown after a specific event is selected are based on the number of tickets a buyer has selected. For example, if a seller is only allowing their tickets to be sold in groups of 2, those tickets and the related price will not be shown if a buyer has selected a ticket quantity of 1 or 3. In addition, there were no other reports of pricing issues with the Kaskade event Mr. [redacted] referenced or any other events during that time period. Also, as noted previously, we are not able to provide compensation for tickets which are listed on our site but do not sell.
Our policies regarding this issue have been noted. We do not have anything further to add.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance.
[redacted]
Executive Customer Care Team
Final Consumer Response /* (4200, 17, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been using Stubhub for years, I know the difference between prices based on quantity of tickets differences, give me a break. That WASN'T the issue as I laid out in my previous descriptions. Once again, go to my Live Chat history and you can see that the customer service representatives were able to recreate the issue because the issue was there for multiple days until it was fixed. This is typical corporate denial in hopes that I'll give up.
I don't want ANY compensation. This is about the ethical display of their website and the lack of action taken by their team when this issue was identified.

Complaint: [redacted]I am rejecting this response because:
The customer service agent gave me specific directions that I could send the tickets through the primary ticket holder and that all I needed to do was provide StubHub with the tracking number. I did exactly as instructed by StubHub and was not paid (and unable to sell the ticket) because the ticket was undeliverable to that was provided by StubHub address provided. When I talked to the customer service agent and they asked me to contact the primary ticket holder and ask them to re-send the tickets to me, I expressed concerns that they would not be able to get the tickets to me in time for me to re-ship them to the buyer. The customer service agent said not to worry, that my sale was protected under the guarantee. 
So, two different customer service representatives told me that I would receive payment for the sale, one of which was even after the ticket was undeliverable to the buyer. This is unacceptable for them to tell me now that my sale was not covered, especially because by following their instructions, the ticket was sent to will call where I was unable to sell it. 
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] Walker

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By accessing or using our website, buyers 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. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the cost of replacements.
 
In reviewing [redacted] sale, he sold two tickets for [redacted] listed as section Right Field Box 89 and had to offer tickets in a different section as a replacement offer as he could not fulfill the sale as listed. [redacted] buyer did not accept the replacement tickets offered and opted to have our replacements team find comparable tickets from our site. Once comparable tickets were located, the order was canceled and [redacted] was held liable for the costs we incurred on this order.
 
Our seller policies explain that if a sale is canceled, sellers are liable for all charges we incur to make it right for the buyer to meet our obligations under the FanProtect Guarantee. In this case, our total cost to make it right for the buyer was $[redacted].00. Per our User Agreement, [redacted] would be responsible for this cost. However, as a one-time courtesy, we have reversed $[redacted].
 
Due to the false expectations set to [redacted] before the cancellation of this sale, an additional $[redacted] of this charge can be reversed. We understand that [redacted] was provided with an expectation of the cancellation charge on this order. Our policies state that sellers may be liable for the full cost of replacement tickets, however we can reverse an additional $[redacted] as a courtesy due to the incorrect expectation provided.
 
This charge reversal cannot be processed until [redacted] open chargeback is closed. Once resolved, [redacted] can contact our customer service team at 1-866-788-2482 and have the additional $[redacted] refunded to him.
 
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:  I bought front row seats.  FRONT ROW - not 3 rows back, not seats in another section - FRONT ROW.  There was no "substitute" for these.  Now StubHub asserts that they are the ones inconvenienced - that their customer service personnel are having to address complaints, so they are the ones recovering their costs, but nothing is offered to the Buyer due to the Seller being able to post tickets on StubHub's site the Seller was unable to deliver for whatever reason.  StubHub should not only protect their interests, but the Buyer as well by having more consequential impact to Seller's who are not able or willing to fultill their end of the contract.   StubHub AND the Buyer should be compensated for this type of unethical, fraudulent activity by StubHub sellers who are allowed to use StubHub's systems.  Of course they are obligated to provide a refund, but even this took an Act of Congress to make happen - it was not automatic.  I maintain that StubHub is a flawed operation and one only has to look at the number of complaints registered with the Revdex.com to see I am not the only customer that has had issues.  The best way I can handle this is to never use StubHub again - which I won't under any circumstances.Sincerely,[redacted] Cooper

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

concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states:  You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.
Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
After reviewing [redacted] complaint, he purchased three tickets to the [redacted] at [redacted] game that was scheduled to take place on[redacted]. The venue rescheduled the game due to inclement weather, and the game was instead played on [redacted]. Per section 1 of the StubHub User Agreement, refunds will not be issued for postponed events unless they are ultimately cancelled. The FAQ section of the StubHub website also has this same information. In this case, the game was played on[redacted] and was not cancelled.
Because we are a fan to fan marketplace, as explained above and in our User Agreement, all sales are final unless the seller does not fulfill as listed or the event is canceled. As this event was rescheduled, and the tickets were valid for the new date, a refund will not be provided.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
[redacted]
StubHub Executive Customer Care

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

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By 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 this order, one ticket was purchased on [redacted] 5 for [redacted] contacted us stating that he was charged and did not complete the purchase. Our Trust and Safety team was able to link [redacted] and the purchaser and determine the order was valid. As a one-time courtesy, a full refund was processed on [redacted]. At this time [redacted] has received a credit of $[redacted] for the 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

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

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable tickets to the event or provide a full refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
When orders are not fulfilled by sellers with tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the cost of replacements.
 
In reviewing [redacted] sale, she sold two tickets on September 12. When she provided her tickets to us to fulfill her sale, they were mobile tickets. We are unable to use mobile only tickets to fulfill sales on our site and all electronic tickets have to be valid PDF tickets.
 
As [redacted] was unable to fulfill her sale with non-mobile tickets, this sale was canceled and [redacted] was held liable for the costs incurred in making this right with her buyer. In this case, our total cost to make it right for her buyer was $[redacted]. Per the terms of our User Agreement, [redacted] is liable for this cost. We understand that things happen and mistakes may occur. As a one-time courtesy, we reversed [redacted] full charge on September 23.
 
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:
It's ludicrous. So because you say I didn't check a box, which YOUR automated system should have done even if I didn't (which I did), I'm out $128?? Wow, and not even a courtesy for a regular customer. Well, I've certainly learned my lesson. Shame on your company for your shady tactics. You got me, you should be proud of yourselves. I won't respond to anymore interactions. I won't accept your response and I most certainly will never use this deceptive service ever again. Plenty of other fish in the sea. [redacted]