Stubhub.com

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

sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
 
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
 
In reference to [redacted] complaint, when the tickets in question were sold on 04.**.**, a confirmation email was sent immediately notifying [redacted] of the sale and advised to ship his tickets no later than 05.13.**.  In the email provided, we also provided [redacted] a link to ‘Report an Issue’ along with the following note: “Reminder:If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost.” [redacted] stated that he did change the delivery date by reporting an issue and the new date was changed to 05.20.** with an expected delivery date of 05.25.**.  [redacted] contacted our Customer Service department on 05.24.** after a second email was sent to ship the tickets and advised that he had received the tickets from the primary and would ship on the morning of 05.25.**. Unfortunately, the tickets were not dropped off to the [redacted] location until 05.25.** and did not start tracking until 05.26.**, [redacted] was past the expected delivery date for the buyer to receive the tickets. Due to the buyer not receiving the tickets by the expected delivery date of 05.25.**, the buyer did have the right per the terms of our FanProtect Guarantee for us to locate replacement tickets or cancel the sale. As a result, [redacted] was paid for the order (he did not deliver the tickets) and he was charged the 20% fee for nonfulfillment.
 
We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $[redacted]. Per our user agreement, [redacted] would be responsible for this cost. However, as a one-time courtesy the fee has been waived and the refund should reflect within the next 5 business days.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Erin
StubHub Executive Customer Care

Initial Business Response /* (1000, 6, 2015/12/24) */
Thank you for the opportunity to respond to Mr. [redacted]'s Revdex.com complaint, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. 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 Mr. [redacted]'s complaint, Mr. [redacted] contacted us explaining he was unable to fulfill one of his sales. Since Mr. [redacted] was not able to deliver tickets to his buyer as listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. [redacted] was not paid for the order (he did not deliver the tickets) and he was held liable for a portion of the costs we incurred.
In this case, our total cost to make it right for the buyer was $120.00. Per our User Agreement, Mr. [redacted] would be responsible for these costs. However, as a one-time courtesy, we have refunded $120.00 in charges that had been submitted to Mr. [redacted]'s credit card on file.
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. [redacted] is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although Mr. [redacted] could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, as a courtesy we waived all fees for this order.
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, 8, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Stubhub promptly contacted me and offered me a refund.

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
 
 
In reviewing [redacted] account, we understand the situation and how the flight times getting switched was not in [redacted] control or her fault in anyway. However, as StubHub is not the owner of the tickets of the tickets in question, but just the marketplace on which the tickets are bought and sold, we would not be able to process a refund on this particular purchase. When [redacted] purchased these tickets for the specific date of the game the seller was notified, and in the correct time period promised uploaded valid tickets to the game and fulfilled his portion of the sale exactly as promised. [redacted] being unable to attend the game is not the seller’s fault any more than it is [redacted]. Therefore StubHub would not penalize the seller due to a change in the buyer’s plans. This is why we offer the ability to resell tickets on our marketplace and waived [redacted] selling fees for her to be able to do so. While it is unfortunate that [redacted] tickets did not sell, StubHub does not promise or guarantee any seller using our site that their tickets will sell. As thousands of people whose plans change or are simply unable to attend their events are able to resell their tickets on site every day we try and provide the easiest marketplace to be able to do so. As [redacted] is able to sell that room to someone else and the flight is cancelled and no longer occurring, both marketplaces would be able to refund. In this case, these tickets are now the property of [redacted] it is her responsibility to resell them, which would not be the same for the room or the flight. As a secondary ticket marketplace we are unable to process refunds unless an event is cancelled by the venue. 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] 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, he placed an order in March for a [redacted] concert. While we understand [redacted] is requesting a refund for this order, we are unable to accommodate this request.  When placing these orders, [redacted] was provided the estimated delivery date and by placing the orders, [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. We understand that the primary is providing refunds to buyers if they would like, however we are not doing this as the sellers who sold on this event are not being provided with the refunds from the primary at this time. In the event that this concert is cancelled then at that time full refunds will be provided. If [redacted] cannot attend the rescheduled date once announced, the tickets can be re listed back onto the site.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Erin
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: First off, I purchased the tickets 2 hours in advance...not 10 minutes.  Secondly, I finally received a refund.  They tried their hardest to not give me a refund and to fraud their customer.  When the tickets were not issued, they told me I would receive a refund within 3-5 business days.  After that time period I still did not receive it and I was told that it was not 'approved' and so they would reissue the refund (after about 45 minutes on the phone).  So then I waited another 3-5 business days and still nothing.  I called again, and they stated it still was 'not approved' and promised it would go through this time.  I waited another 5 business days and still did not receive them.  I called again and after 45 minutes on the phone and that 'it wasn't approved' again they promised in 3-5 more business days it would be solved.  This happened one last time before I received my refund.  If it wasn't for hours spent calling their inept customer service, they would never have issued the refund.  
They may try to fool the Revdex.com and customers by saying giving 'guarantees' but unless you have hours to waste they will fraud you out of your money.  Customer beware and the Revdex.com should warn others and remove their high rating.
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.
This is actually more than I was asking for and appreciate them taking the time to respond. 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.
 
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] complaint, she purchased two tickets on [redacted] for the [redacted] at [redacted] Basketball game that is scheduled to be played on [redacted]. The tickets that [redacted] purchased were listed with a disclosure that stated “Student ticket (ID required)” and this disclosure would have been visible to [redacted] throughout the purchasing process. When [redacted] contacted our customer service team, she was advised that due to our marketplace and as explained above, we are unable to cancel or refund the order. [redacted] was told by StubHub’s Customer Service team that if she did not want to keep the tickets that she had purchased she could list them back up for sale for another fan to potentially purchase, and that the fee that is usually charged when tickets are sold would be waived for her.
Because we are a fan to fan marketplace, as explained above and in our User Agreement, all sales are final unless the seller does not fulfill as listed or the event is canceled. As these tickets were listed correctly and no site error occurred during the purchase, this order is valid. If [redacted] does not wish to keep these tickets, she can list them for sale on our website and sell them to another fan.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
[redacted]
StubHub Executive Customer Care

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

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. 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.
 
When purchasing tickets on StubHub, the default pricing shown when browsing is the price per ticket before fees. While browsing for tickets, there is a ‘Filter’ option, within this option there is a checkbox that can be applied which will allow a user to ‘Show prices with approximate fees’. This will display the approximate total price per ticket which considers the processing fees, delivery fees, etc. On the checkout screen, the Order Total shown indicates that it includes all fees within the wording just below the price. There is also a ‘Pricing Details’ link which will show a breakdown of the cost per ticket plus the applicable fees. Since this information was presented to [redacted] at the time of the purchase we are not able to offer a refund for this order. The tickets were delivered into [redacted] account upon purchasing the tickets on [redacted] and were valid for the game on the same day.
Because we are a fan to fan marketplace, as explained above and in our User Agreement, all sales are final unless the seller does not fulfill as listed or the event is canceled. As these tickets were listed correctly and no site error occurred during the purchase, this order is valid.
 
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, 2015/12/15) */
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 with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges 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. Overall, failure by sellers to fulfill their responsibilities could result in penalties.
In reference to Ms. [redacted]'s complaint, she purchased 2 tickets to The Weeknd on December 8, 2015 which she was unable to use because the tickets were deemed invalid by the venue. Ms. [redacted] contacted us while at the venue and under the terms of our FanProtect Guarantee we attempted to locate her comparable replacement tickets. Unfortunately, there were no tickets available and we had to issue Ms. [redacted] a full refund of $248.24. Also for the inconvenience we issued Ms. [redacted] a coupon of $100.00.
We understand Ms. [redacted]'s frustration with the situation, however our Fan Protect Guarantee explains that if the tickets are not valid for entry we will try locate you comparable replacement tickets at no extra cost, or a full refund or Fancode. Unfortunately, we would not cover the cost of new tickets as we already issued Ms. [redacted] a full refund and an additional coupon of $100.00. At this time we are unable to provide any further compensation.
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, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not issued any type of coupon for a next purchase. 11:33 am on 12/16/2015 nothing issued.
Final Business Response /* (4000, 9, 2015/12/23) */
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.
In reference to Ms. [redacted]'s complaint, she purchased 2 tickets to The Weeknd on December 8, 2015 which she was unable to use because the tickets were deemed invalid by the venue. Under the terms of our FanProtect Guarantee we attempted to locate her comparable replacement tickets. Unfortunately, there were no tickets available and we had to issue Ms. [redacted] a full refund of $248.24. Also for the inconvenience we issued Ms. [redacted] a coupon of $100.00. The coupon was issued to Ms. [redacted]'s account on December 15, 2015. It was then used by Ms. [redacted] on December 18, 2015.
We apologize for any confusion Ms. [redacted] had with locating or using the coupon that was issued to the account. Our Customer Service is available by phone, email or chat to help with any questions Ms. [redacted] has.
Our policies regarding this issue have been noted and 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
Complaint Response Date bumped because: Holiday

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,
Thanks for the help.[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 for the quick response. Sincerely, [redacted]

Thank you for the opportunity to respond to Ms. Armstrong’s Revdex.com complaint, case 12767518. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
While StubHub does not hold it sellers responsible for the mail or mistakes that may occur therein, StubHub does hold sellers responsible for fulfilling their sales with delivery method promised on the order. When Ms. Armstrong listed her tickets as being shipped via UPS she entered into a binding contract with StubHub and her buyer to deliver the tickets on time and through that method. We understand that dropping the package in a USPS was most likely a mistake, but when this is done we cannot guarantee that the package will ever get to the buyer. When Ms. Armstrong agreed to the Terms and Conditions for the use of StubHub, these policies would have been clearly stated. Since the buyer would not have gotten these tickets in the promised timeline, StubHub had to cancel this sale. As this incurs costs for StubHub in finding replacement tickets or making the situation right with the buyer, a portion of this cost is charged to the seller. As this was a valid order, and Ms. Armstrong did not complete her contractual obligation to deliver tickets by the method promised or within the timeline, the charges resulting are valid and 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,
 
Chris Joseffy
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case #[redacted].
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.
At this time we do not have any further information to provide. As we acknowledged that [redacted] was not responsible for any faults due to his experience, we have already refunded [redacted] order which processed on May 12th.
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,
Natalia
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 valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the cost of replacements.
 
In reviewing [redacted] sale, he listed two tickets on September 6. He was advised in the listing process and in the listing confirmation email that the tickets would have to be uploaded within 48 hours of his a sale. Our listing process also states that sellers will be notified of a sale via email. [redacted] two tickets for [redacted] sold on September 10, and the expected delivery date was September 12. [redacted] was sent an email on September 10 advising the tickets had been sold, and a second email on September 11 advising the deadline to upload these tickets was approaching.
 
On September 14, as the tickets had not been uploaded to complete this sale, [redacted] order was canceled and he was charged for the cancellation. 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.
 
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. We understand that things happen and mistakes may occur. In this case, our total cost to make it right for the buyer was $[redacted].**. Per our User Agreement, [redacted] would be responsible for this cost. However, as a one-time courtesy, we provided a partial reversal and refunded $**.** of this charge. Given that consideration has already been provided in this case, the remaining charge will stand.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because:It was my first time using the site. I did not realize Stubhub is above the law when it comes to selling "scalped", price gouged tickets or the 72 hour cancel a contract law. It was also my first time buying concert tickets, so I did not know they were actually selling for a third of what I paid.  Funny how when these tickets were sold out in under two minutes at [redacted] that I am supposed to read some link the rules that I never even noticed on our site. I'm sure we all read every word of every contract right?  I thought they were regular price.  It's caused an argument in my home and I will make sure that I do not use StubHub a second time if I will be suckered in to paying triple and of being scammed.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/12) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.
When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.
In reference to Ms. [redacted]'s complaint, the tickets in question were listed on December 17, 2015 and sold the same day. A confirmation email of the listing was sent to Ms. [redacted] and a second email of the sale was sent immediately notifying her of the sale. In both emails sent to Ms. [redacted] we provided the following note: "As a seller, you're responsible for delivering tickets on time and as promised. If for some reason you don't, your sale may be cancelled. If that happens, you may be charged an amount generally equal to 20% of your ticket cost and be subject to other consequences, including additional fees and suspension." Ms. [redacted] notified us of the double sale which resulted in the cancelation of the sale. Since the buyer would not receive the tickets they ordered we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Ms. [redacted] was not paid for the order and she was charged the 20% fee for nonfulfillment.
On December 19, 2015 Ms. [redacted] called in wanting to dispute the charge as she claimed this issue was caused by our site not showing the tickets as an active listing which prompted her to list the tickets again. At that time she was provided with a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $333.00. Per our user agreement, Ms. [redacted] would be responsible for this cost. However as a one-time courtesy, we have made an exception and issued a full refund of $333.00 to Ms. [redacted]'s credit card.
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, 2016/01/12) */
Stubhub was kind enough to refund me! Thank you!!!

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] canceled sale, she sold two tickets on [redacted] to [redacted]. The tickets were listed and purchased as [redacted], Row G. Upon viewing their tickets, [redacted] buyer contacted us and stated they had received mislisted tickets. The actual section of the tickets provided were [redacted] Left. Per our Fan Protect Guarantee, we provided the buyer with comparable replacement tickets and [redacted] was held liable for the differential cost.
 
When listing tickets on StubHub, sellers have to enter in their section, row, and seat numbers. In this case, [redacted] listed her tickets as section “[redacted],” row G, seats G21 and G23. Had these tickets been listed correctly, [redacted] section name would have been “[redacted] Sides” to accurately reflect the location of [redacted] Left tickets. As [redacted] listed in [redacted] and [redacted] Sides was an available section name and location on our map, there was no site error that prevented these tickets from being listed accurately.
 
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 and as this was [redacted] first canceled sale, we provided a partial refund of $[redacted]. As this cancellation charge is valid, no further compensation can 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

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, pending that the refund will be processed to my credit card in the time indicated by StubHub. Sincerely, [redacted]

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

sell tickets to sports, concert, theater and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.  By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states “You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.”
In reviewing this complaint, I am able to see that unfortunately the seller for this order was unable to deliver the tickets as promised. The seller then offered Row C tickets, which were understandably not acceptable replacements to Mr. Cooper as he had ordered tickets in Row A. Our Ticket Replacement Team then looked on site for acceptable replacement tickets, but sadly there were no Row A tickets available for that performance of Kinky Boots on our site. Per the FanProtect Guarantee, Mr. Cooper is entitled to a refund of cost he paid as we were unable to find him replacement tickets that were comparable. Cancelling the order has triggered that refund, but I understand there was some delay in the refund being processed. I apologize for this difficulty and the frustration it caused. I personally followed up on the refund and made sure it was processed properly. As this order was valid and Mr. Cooper has been issued the full refund since his order could not be fulfilled, StubHub would not be in the position to offer any additional compensation beyond the refund.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/12/17) */
Thank you for the opportunity to respond to Mr. [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 Mr. [redacted]'s complaint, he sold 2 tickets to The Big Ticket with Twenty One Pilots concert on November 30, 2015 and successfully delivered the tickets to his buyer on December 2, 2015 at 5:28 PM. His payment of $99.00 started processing the following business day, December 3, 2015. Typically payments issued to PayPal take 5 business days to complete, however due to an issue with our system Mr. [redacted]'s payment had been delayed. Our payments team has been working to resolve all delayed payments as quickly as possible. Due to the delay and inconvenience this has caused, we have waived the 10% sell fee on Mr. [redacted]'s order and he will be receiving an additional payment of $11.00 which was originally deducted from his payout.
We sincerely apologize for the delays Mr. [redacted] has experienced, however our records indicate that he received his payment of $99.00 to his PayPal account on December 16, 2015. The additional payment of $11.00 is currently processing and will be delivered into Mr. [redacted]'s PayPal account in 5 business days.
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, 2015/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Im ok with this.Getting the fee back helps.