Stubhub.com

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case #[redacted]. I will provide information as it pertains to StubHub policies.
 
It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert,...

theater, and other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] account, she placed an order in April for Tears For Fears. On 05.20.**, the band stated that they would have to postpone their summer tour and did not disclose a date in which it would be rescheduled. [redacted] contacted our Customer Service department and stated that the event had been cancelled and she wanted a full refund for the purchase, at that time we did explain out policy for postponed events and that if she was unable to attend the rescheduled, the tickets could be relisted back onto the site to recoup the funds, as a courtesy we did waive the fees on the order in the amount of $[redacted]. On 06.01.**, we did cancel the event on site and [redacted] was provided with a full refund for the purchase.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Erin
StubHub Executive Customer Care

Thank you for the opportunity to respond to Mr. Rosenberg’s complaint, Revdex.com Case [redacted] I will provide information as it pertains to StubHub policies.
 
In reviewing this order and the event that it’s for, I can see that the lowest ticket price in Mr. Rosenberg’s section (Lower lever Sideline 112) is at about $240.00 per ticket. I still understand that even with the fees waived at this price or slightly higher, that still leaves Mr. Rosenberg far from the amount he purchased the order for. As I feel Mr. Rosenberg has had a difficult time of this whole experience, I would like to offer the one time courtesy of refunding his purchase fees, which would be $223.46. This would be in addition to waiving the sell fee if the tickets are purchased by another buyer. I sincerely believe this purchase was a mistake, and I hope this helps Mr. Rosenberg resolve this situation.
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

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]

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!!!

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] Rosenberg

complain #[redacted] seemed to be resolved, in that Stub Hub said they would stop sending me emails, however, I am still receiving emails 10 days after they said they would stop. Now, I think they're lying about the "computer problem" that they said was the reason I could not unsubscribe. Now I think they are still sending me emails on purpose. They need to stop, now.

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.
 
In reviewing [redacted] StubHub account, she is correctly unsubscribed from promotional emails. This...

issue was escalated to our technical team who confirmed there is a site error that is preventing some users from being successfully unsubscribed. We are working to resolve this as we do understand that unsubscribed users do not wish to receive these email communications. There is not currently a date that can be provided for this fix but we are working on the error in our backend system.
 
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 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] order for [redacted] at [redacted] Tickets, these tickets are inaccessible due to this StubHub account being locked. [redacted] has opened two chargebacks with their bank regarding valid StubHub charges. When this happens, we reach out to the user and let them know their account will be deactivated if they do not resolve or close their chargeback(s). In order for this StubHub account to be unlocked, both of [redacted] submitted chargebacks would need to be resolved. One chargeback for $[redacted] needs to be closed with their bank. The second chargeback for $[redacted] needs to be recharged to a valid credit or debit card. Once both of these are resolved, we will be able to unlock [redacted] account and they will have use of their StubHub account and access to their 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,
Kaila
StubHub Executive Customer Care

Complaint: [redacted]I am rejecting this response because: Stubhub is dishonest. It should not be necessary to change a setting to show fees.  
I expect and ask for  no further action by Revdex.com or anyone else.  I will simply make sure everyone I come in contact with is made aware
of this reprehensible company. 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]

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

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] sale, he was advised that his $[redacted] payment was used to fulfill a credit memo from a previous order. [redacted] requested a previous sale be canceled, and he was charged a cancellation fee. When we attempted this charge, it initially failed, and thus became a credit memo for $[redacted] on [redacted] StubHub account. As this has not yet been successfully charged, [redacted] payment of $[redacted] for this order went towards fulfilling this credit memo.
 
As a valid credit card has not been added to [redacted] StubHub account, we will be able to charge the remaining amount to that card and remove this credit memo from [redacted] account. This has been sent to our payments department to complete.
 
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 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.
 
“Event Cancellations, Postponement, and other Event Changes.
Cancellation: If an event is cancelled or a contingent event (e.g. playoff game) does not occur, we will remove the relevant listings and email you about the cancellation. The Buyer will receive a full refund and the Seller will, if he received payment, be charged the amount he received for the original sale. If a Seller needs his tickets to obtain a refund of the original purchase, he must reply to StubHub's cancellation email within two weeks of the event cancellation.
 
Postponement: If an event is postponed and rescheduled, StubHub will work with Buyers on a case-by-case basis attempting to resolve any ticket issues. Sellers cannot resell, invalidate or change the tickets for the rescheduled event. If a venue requires new tickets for rescheduled events, sellers are expected to deliver the new tickets. StubHub reserves the right to cancel orders if new tickets are required. Refunds will not be issued for postponed events (unless they are ultimately cancelled).
 
Other changes: StubHub is not responsible for partial performances, or venue, line-up, date, or time changes. No refunds will be issued in these instances.”
 
 
In reference to [redacted] complaint, [redacted] sold two tickets for AC/DC taking place on 04.01.** this event was postponed however this was treated as a cancelled event on site. Due to the event being cancelled on site per the terms of our User Agreement the buyer was provided with a full refund and as [redacted] was paid a charge was placed on her account to recoup payment. [redacted] has the opportunity to list the tickets back onto the site for the postponed event once the funds owed are paid back, however we will not be issuing any payment or reversing any charges for this cancelled event.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.
Sincerely,
ErinStubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/07/15) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies.
It might help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. 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 this complaint, Ms. [redacted] purchased two tickets for Disney on Ice on 2/14/2015 for the show taking place on 5/16/2015. Ms. [redacted] stated in the complaint that a friend made this purchase for the incorrect date and later contacted us to have the sale cancelled. Upon review of Ms. [redacted]'s account there is not any indication that anyone reached out to have this order cancelled. Per the terms of our User Agreement "All Sales are Final. Except for cancelled events, you will not receive a refund for a completed purchase. You cannot change or cancel any orders after the sale in complete", as the tickets were listed and fulfilled correctly by the seller we are not in a position to offer a refund to Ms. [redacted] and the 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

Complaint:[redacted]I am rejecting this response because:For the same reasons in my last response. the web page listing showed the tickets were sold as  'General Admission' and 'VIP'. I was assured by customer service chat that the amenities listed in the VIP description were included, otherwise I would not have purchased the tickets at all. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/13) */
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.
We allow our sellers to set their own price for their tickets. However, we hold them responsible for complying with all applicable local, state and federal laws for ticket resale. Our User Agreement also states, "As a marketplace, StubHub does not own the tickets on the Site nor does it set prices for tickets. Because sellers set ticket prices, they may be higher than face value."
We would like to assist Mr. [redacted] further but we are not able to find an account under the email address or phone number he included in his complaint. We do though hope this gives Mr. [redacted] a better understanding of our marketplace.

If I can be of any further assistance, please let me know.
Sincerely,
[redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/10/08) */
Thank you for the opportunity to respond to Mr. [redacted]' complaint, Revdex.com Case #XXXXXXXX. I will provide information as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket marketplace which enables fans to...

buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, 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.

Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. 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.
In regards to Mr. [redacted] complaint, he purchased tickets on July 16, 2015 to Hamilton New York for July 18, 2015. Mr. [redacted] contacted us the same day of the purchase to report that he selected tickets in Front Mezzanine but after the purchase was made he received Mezzanine Rear. On July 18, 2015 Mr. [redacted] contacted us again and advised further that the incorrect date was purchased as he wanted to purchase tickets for July 25, 2015. Mr. [redacted] advised that he was using the StubHub mobile app at the time of the purchase and felt there was an error with the mobile app which caused the problem.
We had our technical team review the purchase and they were able to confirm that the tickets selected and reviewed during checkout process matched what is on the order details. This information was also provided to Mr. [redacted] in a confirmation email that was sent immediately after the purchase was made. With this information we confirmed that there was no site error that occurred. Per the terms of our User Agreement, all sales are final and buyers cannot change or cancel an order after the sale is complete. This was explained to Mr. [redacted] and we offered him the option to relist his ticket on StubHub and waive the selling fee if he chose to do so, however Mr. [redacted] never listed the ticket for sale.
We understand in this case that Mr. [redacted] feels the error was not on his behalf, however we do not have any evidence to show there was a site error that occurred when the purchase was made. As previously explained, we are not in a position to issue a refund as all sales are final.
Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance.
Sincerely,
[redacted]
StubHub Executive Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Stub Hub has proven through their response that they take no responsibility for their app's performance. If you check the app, you will notice no confirmation process.
When I chose the tickets on the proper date and time, the pay process required three attempts to complete the purchase.
In that process, my tickets changed to a more current date. I wasn't even scheduled to be in New York on those dates. I didn't know the selected tickets changed until after the purchase. I called them immediately because the seat location wouldn't work for my husbands health issue. I actually called the theater in advance to find out the proper locations that would work and I initially noticed the section. Then, of course, the date was inaccurate.
I have decided to drop this complaint because I recognize this company and their staff I interacted with have no integrity. I was a volunteer in East Central Africa with refugee camps and a hospice grief counselor. I seek to support others with love and compassion. After six long emails to them, they refuse to address the app and the problem it created for me and my family. I've no doubt they didn't intend for this to happen but the app still made a mistake. Do they really think a person who called the theater in advance to find the right section would seriously buy the wrong seats and the wrong date?
Does that even make logical sense?
It isn't wise to waste one's time on trying to advocate for yourself when you know the other party is willing to be dishonest and repeat their policy.
It was their app that failed. They are responsible. They didn't even offer to forgive their fee.
I release this for peace. Karma will take care of this. Stealing money from people will eventually catch up to a persons conscience. I'm grateful I wouldn't do that.
I simply couldn't live with myself.

Initial Business Response /* (1000, 5, 2015/12/29) */
Thank you for the opportunity to respond to Ms. [redacted]'s complaint, Revdex.com Case XXXXXXXX. I have reviewed this matter and understand that Ms. [redacted] is dissatisfied with the price paid for tickets to an event. 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 www.stubhub.com/user_agreement.
All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' business. When setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?"
We can understand Ms. [redacted]'s concerns stated in the complaint. However the listed ticket price was accepted when she completed the purchase. 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 Ms. [redacted] with a refund for the purchase. As a onetime courtesy, we are willing to offer Ms. [redacted] a coupon of $170.00 valued at 25% of her purchase price for future use on our site. We have emailed this offer to Ms. [redacted] and have not heard a response back yet.
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. Sincerely, [redacted]

Initial Business Response /* (1000, 9, 2016/01/27) */
Thank you for the opportunity to respond to Mr. [redacted]'s Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
It may help to explain that StubHub is a secondary ticket...

marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.
By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.[redacted]
In regards to Mr. [redacted]'s complaint, he sold 6 tickets to the Bud Light Braggin Rights - Illinois Fighting Illini vs Missouri Tigers Basketball game on December 7, 2015. The tickets were successfully delivered to his buyer on December 9, 2015 and his payment of $783.00 started processing the following day. Mr. [redacted] chose to be paid by check when he originally listed the tickets. A check can take 10-12 business days to process and be delivered to a seller. On January 3, 2016 Mr. [redacted] contacted our customer support team because he still had not received his check. At that time we offered to reissue him a new check. Our payments team canceled to the original check and reissued the payment on January 5, 2016.
It appears Mr. [redacted] received and deposited the original check which had since been canceled and reissued. After a check has been canceled it is no longer a valid source of payment which is why his financial institution would have reversed the deposit after the funds did not clear.
We truly apologize for the inconvenience and frustration this caused Mr. [redacted]. Under the terms of our User Agreement we would not liable for any overdraft fees charged by his financial institution. However as a one-time courtesy we have agreed to send Mr. [redacted] an additional payment of $47.50 to cover the charges. This payment started processing on January 16, 2016 and will be delivered to Mr. [redacted] within 10-12 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 /* (3000, 11, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is nothing that can resolve the issue. If I have no other choice I'll sell tickets on their platform but will use all other sources first and urge others to do the same.
Final Business Response /* (4000, 13, 2016/02/04) */
Thank you for the opportunity to respond to Mr. [redacted]'s Revdex.com rebuttal, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
As previously explained, Mr. [redacted] sold tickets on StubHub and did not receive his original payment within the typical time frame. When he contacted our customer support team we offered to cancel the original check and reissue a new one in which Mr. [redacted] agreed. Mr. [redacted] received and deposited the original check which had since been canceled and reissued. This resulted in his financial institution reversing the deposit after the check did not clear and Mr. [redacted] was charged overdraft fees.
Under the terms of our User Agreement StubHub would not liable for any overdraft fees charged by his financial institution and no further compensation would be provided. However as a one-time courtesy we sent Mr. [redacted] an additional payment of $47.50 to cover the overdraft charges. Our records indicate that Mr. [redacted] has deposited or cashed this payment on February 1, 2016. We truly apologize for the inconvenience this experience has been for Mr. [redacted]. However, our policies regarding this situation 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

From: [redacted] [[redacted]] Sent: Friday, July 15, 2016 9:23 AMTo: [redacted] <[redacted]>Subject: Re: Complaint No. [redacted]
 
I filed the above complaint against Stub Hub for tickets that I had purchased in February and still had not received.  After all the back and forth and their claim that I had agreed to not receive the tickets until September, I find it very funny that the very same tickets they claim the seller did not have and would not have until September and that I would not receive until September 10, came in the mail yesterday.  Unfortunately it is companies like this that give other reputable companies a bad name.  I will NEVER use Stub Hub again but thankfully I did receive the correct tickets and in plenty of time to correct a problem if there was one.  Thank you for your assistance.  I am sure that had I not filed a claim, I may or may not have gotten this issue resolved.  
 
[redacted]