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Stubhub.com Reviews (899)

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 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 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.
In reviewing [redacted] provided order numbers, these orders were both canceled due to security reasons. Order[redacted]was for seats 311 and 312, and order[redacted]was for seat 310. Our automated security features canceled both of these orders, so [redacted] was provided a full refund for both of these purchases. On a second account, [redacted] completed order[redacted]where he repurchased seat 310. This is the only valid order [redacted] has, and the ticket for this order, seat 310 in row MM, has been reissued to [redacted] name and is valid for entry.
As [redacted] has already been provided a full refund for both order numbers provided, and has one valid purchase for one ticket as desired, there is no further refund to be provided at this time.
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

I am writing from StubHub’s Executive Customer Care department in response to the complaint [redacted] filed by [redacted] Winger's. 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 third party sellers.
In reviewing this complaint, Ms. Winger stated she submitted a claim to restore her account after it was hacked and used to make purchase. With the contact information provided in Ms. Winger’s complaint, we were unable to locate a StubHub account registered to Ms. Winger.
In addition to the claim that was submitted we could not locate any order placed under Ms. Winger. Therefore we will need more information to help Ms. Winger with this situation. Ms. Winger can contact us at [redacted] and speak with a customer service representative about her case.
I hope this information assists you investigating this issue. Please contact me if I can be of further assistance.
Sincerely
Allie A
StubHub Executive Response Team

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, Angela Giglio

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

and other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order.
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
In reviewing [redacted] account, she placed an order for [redacted] on [redacted] for the show taking place on [redacted], which has now been postponed. When placing this order, [redacted] was provided the estimated delivery date and by placing the order, [redacted] agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets with the understanding when the orders would be fulfilled. While sellers are not paid until the tickets are delivered to their buyer, in most cases sellers fulfill their orders well before the estimated delivery date, which is why we are unable to provide refunds. We do understand that [redacted] has postponed and no date was provided for the new show however, American Airlines Center will honor the tickets with the original date/time printed on them. While we do understand the frustration this event has caused due to the postponement and not cancellation, as a one-time courtesy I have issued a full refund back to [redacted] credit card in the amount of $[redacted], please allow up to 5 business days for the refund to reflect, this refund will also invalidate the tickets provided to [redacted] and they will no longer be valid for the rescheduled date.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
Erin
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.
 
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] order, he purchase two tickets for the [redacted] on [redacted]. These tickets were listed as Section Deck, Row SR4, Seats 34-37. In general admission sections such as this one, venues typically print seat numbers on tickets for inventory purposes only. As the section “Deck” was a general admission section, all tickets in the section are going to be for any space in that section. General admission sections are commonly Standing Room Only sections.
 
As we understood that there was not an obvious notification regarding this section, we provided [redacted] a partial refund. However, as this entire section is general admission and all tickets listed in section Deck would be general admission and Standing Room Only, this listing was accurate.
 
Due to [redacted] negative experience, we provided a 50% refund as a one-time courtesy. As this purchase and the tickets were valid, no further refund 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

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.
 
Our User Agreement also explains that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] sale, she sold two tickets for a [redacted] Football game on [redacted] 11 for $** per ticket. As all tickets for this event in comparable sections are significantly more, this was an obvious error. Unfortunately, [redacted] tickets sold at this price and she was paid $** for the sale. As our User Agreement explains, sales are final with the exception of canceled events or a seller fulfilling incorrectly. Additionally, as we are partnered with the [redacted], [redacted] tickets were invalidated and new tickets were created and issued to her buyer. Because of this, we advised [redacted] that we were unable to cancel the sale.
 
Due to the clear error and this is [redacted] first sale on our site, we reached out and agreed to pay [redacted] for face value of the tickets. At this time, an additional $[redacted] has been issued to [redacted] account and she has been paid $** per ticket.
 
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. By accessing or 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.
 
When users are browsing our website for tickets, prices will be displayed as price per ticket without fees included. Buyers browse event pages seeing the price as listed by sellers. Our variable service and delivery or handling fee will be added to the total at checkout, and buyers are presented with their total price for all tickets and fees before completing their order.
 
StubHub used to have a feature called All-In Pricing that displayed listings with the total price per ticket including all fees. This feature was changed in August 2015. While this feature was in place, as buyers always saw tickets with fees included, there was a feature for sellers to see the price of their ticket after fees. As this is no longer the default view for buyers, this feature was changed for sellers as well.
 
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 Mr. Doleman’s complaint, Revdex.com Case [redacted]. I will provide information as it pertains to StubHub policies.
 
In reviewing this order, I can see that Mr. Doleman contacted StubHub several times about being unable to view his mobile tickets. I...

understand this must have been frustrating, and I can see that all the troubleshooting steps were taken to try and get Mr. Doleman his tickets. As this is an external delivery method controlled by the venue, StubHub can only do so much to assist customers with the technology itself. That being said, as we have no proof from the seller that the tickets were transferred properly, and because we would like to see Mr. Doleman be able to attend another event and enjoy his experience, StubHub would like to refund this order. The full $72.61 will be returned to Mr. Doleman’s payment card ending in 6865. Again, we apologize for the trouble and difficulty Mr. Doleman faced and hope is able to attend another hockey game this season and have a great experience.
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Chris [redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
 
StubHub is a ticket marketplace that allows our users to buy and sell tickets for sports, concerts, theater,...

and other entertainment events.  As a marketplace, we do not own the tickets listed on our site nor do we set prices for tickets. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website or our mobile applications, buyers and sellers agree to be bound by the StubHub User Agreement. A copy of our User Agreement may be found at www.stubhub.com/legal.
 
We count on sellers to help us keep StubHub a safe, secure, and reliable place for fans to buy tickets. As such, sellers need to follow a few rules, as outlined in our User Agreement, User Privacy Notice, and Seller Policies, to make sure our marketplace continues to thrive. Buyers and sellers must create an account to list, sell or purchase tickets and they must have a valid credit card or debit card on file. It is up to sellers to make sure the tickets listed for sale on StubHub are valid and that buyers receive tickets as listed and in time for the event. If a seller delivers incorrect, misrepresented, or invalid tickets for any sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our User Agreement.
 
If we believe a buyer or seller is not complying with the terms of our User Agreement, we may investigate and the buyer or seller is obligated to cooperate. We may take any action that we deem appropriate for such issues. These actions may include, but are not limited to, removing a listing, cancelling a sale, withholding a payment, charging a payment method on file for amounts owed or costs we incurred due to misconduct, or suspending a user from accessing our site. 
 
[redacted] has noted in his complaint that our Trust & Safety team has been in contact with him regarding his account. He has been advised of specific information we require as part of our investigation. Once [redacted] has complied with our request, we will be able to move forward with our investigation. Due to our privacy policy, we are not able to provide any additional information at this time.
 
Sincerely,
 
 
Erin
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.
 
In reference to [redacted] complaint, [redacted] bought tickets for [redacted], 2017. Then due to a discrepancy [redacted] felt had occurred with the price He called our Customer Experience Team, and was able to compromise with the supervisor he spoke to. They agreed to that [redacted] would list the tickets he purchased at fair market value and that StubHub would cover the difference with StubHub credits. This is what took place when [redacted] sold his tickets on order [redacted] the next day. [redacted] was also refunded the selling fees for this order as he and the supervisor he spoke with had discussed. The coupons are available on [redacted] StubHub account, and the sell fee was refunded to his pay method of choice, in this case which was PayPal.
 
 
 
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
[redacted]
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/10/23) */
Thank you for the opportunity to respond to Mr. [redacted] complaint, Revdex.com Case XXXXXXXX. I have
Reviewed this matter and understand that Mr. [redacted] is dissatisfied with the price paid for tickets to a football game. 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?"
In reviewing Mr. [redacted]'s complaint, he purchased tickets for Pittsburgh Steelers at San Diego Chargers for the game on October 12, 2015. Mr. [redacted] contacted us on October 12, 2015 and reported that he was seeing a lower price printed on the ticket then what he original paid. We can understand Mr. [redacted]'s concerns with the price difference. We explained that StubHub is a secondary marketplace and we allow sellers to name their own price. The listed ticket price was 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 Mr. [redacted] with a refund for the purchase.
Also Mr. [redacted] purchased tickets in section View Sideline 4 which is what he received. The order information on his account and the confirmation email also show the correct section. Under the terms of our User Agreement, all sales are final and we are unable to issue a refund because Mr. [redacted] accepted the listing price when the tickets were purchased and he received exactly what was ordered.
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 Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The [redacted] Family is not disputing the cost of tickets, as indicated in the response, were disputing the ticket location. Utilizing the Stubhub website we selected field level, area 4, row 14. We agreed to pay the amount advertised by Stub Hub for Field Level, Area 4, row 14. The tickets advertised provided a view of the field from the selected seat/area which does not match what we received, View level, area 4, row 14. We selected the tickets based on the view of the field not the cost. On the date of the game, October 12, we opened the e-mail and viewed the tickets for the first time and become aware of the mistake. Mrs. [redacted] contacted StubHub and asked if there was a solution and it was explained that the mistake occurred at ticket master. Ticketmaster advertised the wrong seats and for Mrs. [redacted] to re-sell the tickets and buy some that better meet our needs. I find it most troubling that a service can escape accountability. When the mistake was realized stubhub could not accommodate the customer with any solution. Now, we are forced to file a complaint through the Revdex.com when, Stubhub could have resolved this matter prior.
Final Business Response /* (4000, 9, 2015/11/04) */
Thank you for the opportunity to respond to Mr. [redacted] 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 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.
As previously explained, Mr. [redacted] purchased ticket for a Pittsburgh Steelers at San Diego Chargers for the game on October 12, 2015. Mr. [redacted] purchased tickets in section View Sideline 4, row 14. When viewing a seating chart on StubHub the section View Sideline 4 is located at the highest level of the stadium. We were able to confirm that the tickets Mr. [redacted] selected during checkout match the order details and he received exactly what he had ordered. Under the terms of our User Agreement, all sales are final and we are unable to issue a refund because Mr. [redacted] accepted the listing price when the tickets were purchased and he received exactly what was ordered. However as a one-time courtesy we have emailed Mr. [redacted] and offered a coupon for 25% of the purchase which he can use on a future purchase. We are still awaiting Mr. [redacted]'s response to our offer.
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]
StubHub Executive Customer Care
Final Consumer Response /* (2000, 11, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. 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.
 
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, these tickets were listed as seats ** and **. When listing tickets on StubHub, there is an option when entering your seat numbers to fill in consecutive numbers. This option is not defaulted but can be checked off for sellers’ convenience if their seat numbers are consecutive numbers. As stated in our User Agreement, sellers are required to list their tickets accurately and ensure their listings are correct.
 
Sellers are responsible for all costs we incur to make it right with the buyers. We understand that mistakes may occur. When orders are canceled 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 we reversed this charge. Given that the charge reversal has already been provided in this case, no further compensation will be offered on this order.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
 
Kaila
StubHub Executive Customer Care

Initial Business Response /* (1000, 5, 2015/12/29) */
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.
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.
Our marketplace is a live site and we do not have an "in the cart" feature. Sellers on our site have the ability to change their ticket prices at any time up until a sale is completed. However, it should be noted that a seller cannot monitor when their tickets are being considered for purchase by a potential buyer. When a buyer places an order, they are entering into a binding contract with the Seller to purchase those tickets or related passes [redacted] our User Agreement. Their payment is remitted to StubHub and disbursed to the seller according to our payment policy. Buyers cannot change or cancel any orders after the sale is complete as all sales are final. Except for canceled events, buyers will not receive a refund for completed purchases.
In reviewing Mr. [redacted]'s transaction, he placed an order for 3 tickets to the New England Patriots at Houston Texans on December 12, 2015. He contacted us immediately contacted us explaining the order went through in error. Our Customer Service representative explained our policy and helped Mr. [redacted] list the tickets for sale on StubHub and waived his selling fee. We also issued Mr. [redacted] a partial refund of $256.35 to help him price his tickets competitively in hopes they would sell quickly. Mr. [redacted]'s tickets have since sold to another StubHub buyer and he has received payment of $585.00 to his PayPal account for that sale.
We understand Mr. [redacted]'s frustration with this situation. However, at this time we are not in a position to issue Mr. [redacted] any additional compensation as noted in our User Agreement as we have already waived the selling fees and issued him a partial refund of $256.35 as a one-time courtesy.
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, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
This is not an acceptable response for the following reasons:
1. They did not refund my $600.
2. They did not address why I was not allowed to check out as a guest on previous purchases. (The fact that they kept my credit card information on file was what created this problem.)
3. They did not address why their web site does not adhere to the internet purchasing norms of other e-commerce web sites - e.g. the ability to either confirm an order before it is final, or the ability to reverse a very large order in the case of One-Click.
4. They did not address why they are not willing to refund my $600, given that their web site does not adhere to web norms and I did not intend in any way to make this purchase.
5. They expressed no intention to try and take measures to avoid this situation in the future.
My main issue with this response is that it is mostly their "cut and paste" cookie cutter response to every complaint ever made against them. The "we are a secondary ticket marketplace" argument and the "binding contract" argument are used to explain why they can't reverse a transaction on which they (very conveniently for them) make 30% fees, and an additional 30% of fees on the relisting. Yet Amazon and many other sites are able to have transactions between two outside parties (binding contract and all!) and provide the consumer protection that is needed to avoid accidental transactions such as this one.
My guess is that this is a very frequent occurrence on their web site and they spend a lot of time "helping customers" relist tickets that they did not intend to buy. They will never share the statistics on this, but I suggest that Revdex.com very carefully monitor the number of complaints.
You may get less complaints than you should... because when I told them I planned to contest the charge on my credit card and file a Revdex.com complaint, they bullied me with the following threat instead of trying to work with me:
(begin StubHub quote)
"It is your right to dispute this charge with your credit card company if you so choose. If you do choose to open a dispute with your credit card company, once we receive the chargeback we will deactivate your account immediately.
Once your account has been deactivated:
Your account will remain deactivated during the dispute process.
Any active listings you have on our site will be deleted. You will not be able to add any new ones nor will you be able to modify any existing.
Any purchases you have made will become frozen and you will no longer have access to the tickets you purchased, nor will you have the ability to purchase tickets anytime in the future.
In order for your account to be reactivated you must drop the dispute directly with your bank or Credit Card Company.
If it is decided that the dispute is closed in your favor and your bank or credit card company refunds you back the funds (closed in your favor) your account will remain deactivated. After this, the only way your account with us can be reactivated is for you to authorize us to charge a card again.
Any disputes that are closed and reopened again will result in your account becoming permanently deactivated. In addition you will not be able to open an additional account on our site as our Trust and Safety team monitors accounts deactivated by Chargebacks."
(end StubHub quote)
Note that they are basically saying that even if I previously bought other tickets on their site, they would not let me download them once I file a dispute with my credit card company. Luckily this did not happen to me. But if I had tickets not downloaded, I would not been able to attend an event that I paid for simply because I was disputing a completely separate transaction? If that is not bullying, I don't know what is.
I really just wish they would refund my $600 as it is the right and fair thing to do.
Best Regards,
[redacted]
XXX-XXX-XXXX
I just re-read your email and you asked for middle ground resolution.
I would accept the following:
1. $350 refund
2. In lieu of my other $250, a commitment by StubHub to at least consider my recommendation that they take actions to prevent accidental purchases by other consumers in the future.
3. I would also cancel my credit card dispute if #1 and #2 are agreed upon.

Final Business Response /* (4000, 19, 2016/02/02) */
Thank you for the opportunity to respond to Mr. [redacted]'s Revdex.com rebuttal, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies.
As noted in our previous response, our User Agreement States, "You are responsible for reading the complete listing before making a commitment to buy tickets. When placing an order, you are entering into a binding contract with the Seller to purchase those tickets. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for cancelled events, you will not receive a refund for completed purchases. You cannot change or cancel any orders after the sale is complete."
We understand Mr. [redacted]'s frustration in this situation, however under the terms of our User Agreement we would not be in a position to issue Mr. [redacted] a full refund. As a one-time courtesy we agreed to issue him an additional partial refund of $350.00. Due to issues while trying to process the refund we had to issue him a check for the $350.00. The check is currently processing and can take 10-12 business days to process and be delivered to Mr. [redacted].
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 /* (2000, 21, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are telling me a check is in the mail for the $350 agreed upon partial/additional refund. You can assume that we have reached resolution on this matter. If I do not receive the check, I will reopen this case again.

Complaint: [redacted]I am rejecting this response because: It does nothing to rectify the situation.Sincerely,[redacted]

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 might help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller.
 
By accessing or using our website, buyers and sellers 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. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, these tickets include season tickets for all regular season games. Per the terms of our user agreement, [redacted] entered into a binding contract with his seller. Unless a seller mis-lists their tickets or does not fulfill their sale, we are not able to cancel orders.
 
To assist [redacted] in resolving this issue, [redacted] was recommended to relist these tickets, and as a one-time courtesy, we waived the sell fee. In addition, while we are unable to provide [redacted] a refund, an exception was made and [redacted] was provided a $[redacted] coupon to use on a future purchase.
 
Because this sell fee waiver was processed and the additional coupon provided, we are unable to provide any further compensation on this order. For assistance in relisting his tickets for sale if he does not wish to use them, [redacted] can contact our customer service department at 1-866-788-2482.
 
Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
Kaila
StubHub Executive Customer Care

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 and sellers agree to the terms of 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.
 
In reviewing [redacted] order, she purchased two tickets for [redacted]. When purchasing tickets on StubHub, there is a price per ticket displayed while browsing, and an applicable fee on every purchase. While it is an option to view tickets with fees while browsing tickets, fees are presented to every buyer once buyers progress to the checkout page. After clicking “Go to checkout” on any listing, buyers are presented with all of the ticket and delivery information as well as payment information and full price, which is the price for each ticket as well as a variable service fee. From here they click “Buy Now” to accept the information and complete the purchase.
 
Our User Agreement states that we may charge service, delivery, fulfillment, or other fees for using our services. Additionally, StubHub reserves the right in its sole discretion to set and change fees at any time. Service fees are typically influenced by the demand of the event. Our User Agreement also explains that all sales are final and once a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes as listed.
 
As [redacted] was presented with the total price including fees prior to completing this order, no 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,
 
Kaila
StubHub Executive Customer Care

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

theater, and other live entertainment events.  As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team’s standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order.
 
By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: [redacted]
 
In reviewing Ms. Walker’s account, I can see that this whole situation was mishandled. Normally, if a buyer makes a purchase on StubHub by accident, or purchases something they are not able to attend, we would offer for that buyer to relist their tickets for sale without the usual fee associated with selling tickets on StubHub. This would give buyers like Ms. Walker the opportunity to make their money back. It appears in this case that Ms. Walker’s tickets were instead sent back to StubHub, which should not have occurred. As a result, I would like to offer Ms. Walker a full refund for this order as she was not able to attend the event or resell the tickets, as they were sent back to StubHub. Also, I was sure to check Ms. Walker’s StubHub account for the $50 coupon credit promised by the supervisor she spoke to. It is on Ms. Walker’s account under the gift code section of her account page. This coupon will remain in addition to the refund, as we feel that is only fair. These situations are not typical with StubHub, and we apologize for any trouble or inconvenience this issue has caused.  
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
 
Sincerely,
 
Chris[redacted]
StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted]. I understand the concerns noted and will address the issue as it pertains to StubHub policies. [redacted] StubHub account is unsubscribed from promotional emails. This was escalated to our technical team and they have confirmed this is a site error that is preventing some users from being successfully unsubscribed. Unfortunately, though we are aware of this error, there is not currently a date that can be provided for this to be fixed but we are working on the error. At this time there is no way for us to expedite this technical resolution. We do apologize for the inconvenience. Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know. Sincerely, Kaila StubHub Executive Customer Care

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

sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement.
 
In reviewing [redacted] order, our Trust and Safety team was able to determine after review that this order was made by someone other than [redacted] with her credit card. When [redacted] contacted us on October 28, we provided a full refund on this order for $[redacted]. Refunds, once processed, take 2-5 business days to be received.
 
At this time [redacted] should have received a full refund on this order. Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know.
 
Sincerely,
Kaila
StubHub Executive Customer Care

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