Stubhub.com

Thank you for the opportunity to respond to MrCooper’s complaint, Revdex.com Case [redacted] I understand the concerns noted and will address this issue as it pertains to StubHub policies It might help to explain that StubHub is a secondary ticket marketplace website which enables fans to buy and sell tickets to sports, concert, theater and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund.” In reviewing this complaint, I am able to see that unfortunately the seller for this order was unable to deliver the tickets as promisedThe seller then offered Row C tickets, which were understandably not acceptable replacements to MrCooper as he had ordered tickets in Row AOur Ticket Replacement Team then looked on site for acceptable replacement tickets, but sadly there were no Row A tickets available for that performance of Kinky Boots on our sitePer the FanProtect Guarantee, MrCooper is entitled to a refund of cost he paid as we were unable to find him replacement tickets that were comparableCancelling the order has triggered that refund, but I understand there was some delay in the refund being processedI apologize for this difficulty and the frustration it causedI personally followed up on the refund and made sure it was processed properlyAs this order was valid and MrCooper has been issued the full refund since his order could not be fulfilled, StubHub would not be in the position to offer any additional compensation beyond the refund Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Chris [redacted] StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: I was not informed that the sale could not be refunded in the case of error immediately following the transactionThis transaction was entered in error and needed to be immediately cancelledWhen I attempted to do so this was deniedThe tickets bought in error have no value to me Sincerely, [redacted] ***

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case # [redacted] I will provide information as it pertains to StubHub policies It 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou 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 ent***g into a binding contract with the seller to purchase those tickets or related passesAll 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 completeAs 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 AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy In regards to [redacted] complaint, she purchased tickets on [redacted] to [redacted] for [redacted] *** [redacted] contacted us the same day of the purchase to report that she selected different tickets then what she receivedUpon review, we can see that [redacted] entered the purchase process and completed the process for the tickets that were receivedWith this information, we have confirmed that there was no site error that occurredPer the terms of our User Agreement, all sales are final and buyers cannot change or cancel an order after the sale is complete [redacted] was advised when contacting that the tickets could be resold back onto the site to recoup any funds lost and the sell fee could be waived if she does choose to do so We understand in this case that [redacted] feels the error was not on her behalf, however we do not have any evidence to show there was a site error that occurred when the purchase was madeAs 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 issuePlease contact me if I can be of further assistance Sincerely, [redacted] StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Thank you for the opportunity to respond to Mr [redacted] 's complaint, Revdex.com Case XXXXXXXXI 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementA copy of our User Agreement may be found at www.stubhub.com/user_agreement In regards to Mr [redacted] 's complaint, we send an email whenever changes to an account are made to help prevent against fraudMr [redacted] received a confirmation email that changes were made to his account and he contacted us immediately to report that the changes were not made by himOur Trust & Safety team reviews all issues that may occur on our buyers or sellers account, as they did in this situationDue to our privacy policies, we are not able to provide further details for this particular case other than a full review was made by our Trust & Safety team and action was taken based on the resultsOur Trust & Safety team has contacted Mr [redacted] with the results If I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I called they had no way of finding my account since someone hack into my account and change the informationTrust and safety didn't contact me, and Stubhub didnt offer and saftey measures moving forward Final Business Response / [redacted] (4000, 9, 2015/10/02) */ Thank you for the opportunity to respond to Mr [redacted] 's rebuttal, Revdex.com Case XXXXXXXXI 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementA copy of our User Agreement may be found at www.stubhub.com/user_agreement As previously explained, Mr [redacted] 's account was reviewed by our Trust & Safety team and they took the appropriate action on the accountWe emailed Mr [redacted] on September 16, notifying him of our review and explained what steps he can take to ensure his accounts are protectedDue to our privacy policies, we are not able to provide further details for this particular case Our policies regarding this issue have been notedWe do not have anything further to add Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of any further assistance [redacted] Executive Customer Care Team

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Thank you for the opportunity to respond to Ms [redacted] complaint, Revdex.com Case #XXXXXXXXI 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou 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 passesAll 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 completeAs 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 AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy In reference to Ms [redacted] complaint, she purchased tickets for Mickeys Not So Scary Halloween Party on October 25, Ms [redacted] contacted us on October 20, and explained that the purchase was made for the incorrect dateAfter reviewing the order we were able to confirm that the tickets selected and reviewed in the checkout process were for October 25, This information was also sent in a confirmation email to Ms [redacted] after the purchase was madeUnder the terms of our User Agreement, when an order is placed a buyer is entering into a binding contract with the seller to purchase those ticketsDue to this we are unable to cancel or refund the purchaseWe offered to help Ms [redacted] list her tickets for sale to try and make her money back on the purchaseUnfortunately, her tickets did not sell before the listing expiredIt is stated in our User Agreement under Seller Policies - No guarantee: StubHub does not guarantee that your tickets or related passes [redacted] sell or that your listing will appear on the site within a certain time after it is postedStubHub will not, for any reason, provide compensation for tickets that do not sell, even if it is due to Site unavailability from an outage or maintenance or listing delaysHowever, we made an exception and as a onetime courtesy we offered Ms [redacted] a full coupon for her purchaseShe has accepted our offer and returned the tickets to us Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance Sincerely, [redacted] StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ Thank you for the opportunity to respond to Ms [redacted] 's complaint, Revdex.com Case XXXXXXXXI 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 eventsWe do not own any of the tickets listed on our siteListings on our site come from individual sellers who set their own prices for the tickets listed By using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement In regards to Ms [redacted] 's complaint, Ms [redacted] purchased tickets to Garth Brooks with [redacted] Yearwood on September 19th at 7:36PMThe event was scheduled to start at 7:00PM, however on StubHub some events will have tickets available for sale up to hour after the event start timeIf tickets are listed for sale after the event has started, our system adjusts the start time to allow tickets to be soldWhen the start time is adjusted anyone looking to purchase tickets would be provided with a pop up message notifying them that the event has already startedMs [redacted] would have been presented with this message and had to acknowledge the notification and accept the terms before placing an orderOur User Agreement also states "StubHub is not responsible for partial performances, or venue, line-up, date, or time changesNo refunds will be issued in these instances." Ms [redacted] contacted us and spoke with a customer service representative and she was informed of our policies regarding this issuePer the terms of our User Agreement we would not be in a position to issue Ms [redacted] a full refundHowever, as a one-time courtesy, Ms [redacted] was provided with a $credit to her StubHub account for the inconvenience Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your website did NOT state that the event started at 7:00pm, your website stated that the event started at 8:00pm Your website LIED about the start time of the event and gave no indicationI was at the event at 8pm, when your website stated it started and was shocked to find out that the event was half overI am not sure how to submit screen shots here, but I have a screen shot of your website, that plainly states the event is at 8:00pm Final Business Response / [redacted] (4000, 10, 2015/10/08) */ Thank you for the opportunity to respond to Ms [redacted] 's rebuttal, Revdex.com Case XXXXXXXXI 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 eventsWe do not own any of the tickets listed on our siteListings on our site come from individual sellers who set their own prices for the tickets listed By using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement As previously explained, some events on StubHub will have tickets available for sale up to one hour after the event has startedIf tickets are listed for sale after the event has started, our system adjusts the start time to allow tickets to be soldThis is why Ms [redacted] was presented with a start time of 8:00PMHowever when the start time is adjusted we provide buyers with a pop up message notifying them that the event has already started and provide the actual start time to avoid confusionMs [redacted] would have been presented with this message and had to acknowledge the notification and accept the terms before placing an orderDue to the terms of our User Agreement we would not be in a position to issue Ms [redacted] a refundAs explained, we have issued Ms [redacted] a credit of $to her StubHub account as a one-time courtesy Our policies regarding this issue have been notedWe do not have anything further to add Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of any further assistance [redacted] Executive Customer Care Team Final Consumer Response / [redacted] (4200, 14, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, they are avoiding the issueThey didn't pop up a screen to accept, when I searched for tickets it told me that the event started at 8pmIt did not, I arrived at the venue at 8pm (the start time) and it was half way over Garth Brooks (the show I purchased) had other shows in Dallas, I could have easily bought tickets to one of those other shows (and I would have, so I could have seen the whole thing) From their own terms and conditions that the sent over: " "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 orderedIf 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." My tickets WERE NOT what I orderedI ordered tickets for a show that started at on their website but actually started at 7pm, so I missed half of the showIt also says that in the event of an issue they would find comparable tickets or better tickets, that is too late now, so it says they will offer a refund or fancode for future purchases I would like the refund or the creditI have spent 1000's of dollars on Stub Hub and never had issues with ticketsThis is the first time and now they are giving me the run around Their website said the event started at 8, it actually started at so I missed half of the showThat is the bottom lineI was ripped off and never would have purchased the tickets if it would have said that the show started at Again, I want a refund or a credit for the full amountI was deceived by StubHub, its really pretty black and white (I even provided the screen shots of their website with the wrong time)

Complaint: [redacted] I am rejecting this response because: I did not accept the ticketsI said I wanted my original tickets or the same rowThe rep said no, row was the only optionI was not offered a refundListen to the recording; I was reminded several times that it was a recorded line If no refund is issued, I will file a 93A complaint for unfair and deceptive practices Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I’m replying to a message that Stubhub sent to the Revdex.comI had very minimal internet access but I bought the tickets initially on my phone which was deactivated at the time of the theft in novemberI called Stubhub numerous to give them as much info as I had regarding the theft that took placeThe customer service representives gave the same speech that I would be completely refunded for what I paidWhen I sent emails to claim service I kept getting blank replies Yes I viewed the email stating the tickets were listed because I wanted to be going on(It is rather aggravating that they would mention this to the Revdex.com to defend themselves)It is also absurd to think I could provide documentation of the theft because it was clearly a theftStubhub could consider that the tickets had been had multiple attempted uses upon checking into the venue at [redacted] (Stubhub has been told this) Stubhub is now trying to pay me a significantly less amount of instead of the full refund of $Which should cover their percent garuntee I emailed them yesterday and a few other times beforeThey are not responding to meSincerely, [redacted]

Thank you for the opportunity to respond to [redacted] complaint, Revdex.com Case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies.It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou 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 suffersPer 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 buyerIn 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 **% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM GuaranteeIn reference to [redacted] complaint, [redacted] stated on [redacted] that he no longer had the tickets to fulfill on this sale In the email provided to [redacted] ***, a link to ‘Report an Issue’ along with the following note: “Reminder: If you're unable to deliver the ticket as promised, your payment method will be charged an amount generally equal to **% of your ticket cost.” We do reserve the right per the terms of our User Agreement to charge greater than the **% if a seller is no longer able to fulfill on a saleAs [redacted] was unable to fulfill per the terms of our FanProtect Guarantee, we did need to locate comparable replacement tickets for the buyer which was in the cost of [redacted] which per the terms of our User Agreement [redacted] is responsible for these costsWhen locating replacement tickets after [redacted] reported he no longer had the tickets to fulfill on the sale, we found that he relisted the tickets back onto the site at a higher price, as [redacted] was unable to fulfill this sale with the tickets he relisted the listing was removed per the terms of our User Agreement: StubHub monitors the frequency and rate at which you drop sales as compared to your total sales (your 'dropped order rate') and we reserve the right, upon notice to you, to suspend your account if we determine that your dropped order rate has exceeded an acceptable levelSimilarly, if you abuse the StubHub marketplace as determined by StubHub in its sole discretion including, without limitation, (i) dropping orders at one price and relisting the same tickets for higher prices; (ii) engaging in speculative listings or (iii) other similar abuses of your obligations as a seller, you may be subject to an investigation and any applicable consequences.We rely on seller to help keep StubHub a safe, secure, and reliable marketplace for fans to buy ticketsFailure by sellers to deliver tickets as listed creates a bad experience for our buyersAs a seller on StubHub, [redacted] is responsible for listing his tickets correctly and fulfill on his orders as listedIn this case, charges will standThank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance,Sincerely, ***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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA 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, he purchased six tickets on [redacted] for [redacted] at [redacted] ***These tickets were $ [redacted] each, $ [redacted] total including feesWhen buying tickets on our site, listings by default do not show the price including feesThere is a “show fees” filter where listings would then show price per ticket including feesWhile it is an option to view tickets with fees while browsing, fees are still presented to all buyers once buyers progress to the checkout pagePrior to purchasing, buyers are presented with their total price, which is the price for each ticket as well as a variable service feeOur User Agreement states that we may charge service, delivery, fulfillment, or other fees for using our servicesAdditionally, StubHub reserves the right in its sole discretion to set and change fees at any timeThese fees are always presented on the checkout page prior to completing the transaction As [redacted] was presented with this total price prior to order completion, no compensation can be provided Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 6, 2015/12/02) */ Thank you for the opportunity to respond to Mr [redacted] 's complaint, Revdex.com Case XXXXXXXXI 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement 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 AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy In reviewing Mr [redacted] 's complaint, he sold tickets to an El Vy concert on November 21, We started processing his payment in the amount of $the following day on November 22, to the PayPal account he selected when listing his ticketsWe received notice from PayPal that the payment failed and was returned to StubHubWhen Mr [redacted] contacted us we explained this and reissued his payment again, however it continues to fail and PayPal returns the paymentAs of December 1, 2015, Mr [redacted] provided us with a different PayPal email address to send the payment toWe have reissued the payment to the new PayPal account and it is currently processingThis process can take 3-business days to completeOnce the payment has been successfully deposited into the PayPal account we will notify Mr [redacted] by emailIf the payment fails again, we suggest that Mr [redacted] contact PayPal directly to determine why they are returning the payments or we can reissue the payment via check We apologize for the inconvenience this has caused Mr [redacted] We will continue to monitor the situation to be sure Mr [redacted] receives payment for his sale Thank you for the opportunity to provide specific information regarding this issuePlease contact me if I can be of further assistance Sincerely, [redacted] StubHub Executive Customer Care Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/13) */ (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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementAs 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 orderedIf 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 passesAll 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 completeAs 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 AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing [redacted] order, he purchased two tickets for [redacted] at [redacted] When purchasing tickets on StubHub, there is a price per ticket displayed while browsing, and an applicable fee on every purchaseThese tickets were a total of $ [redacted] When browsing tickets on our site, listings by default do not show the price including feesThere is a “show fees” filter where listings then show price per ticket including feesWhile it is an option to view tickets with fees while browsing, fees are still presented to all buyers once buyers progress to the checkout pagePrior to purchasing, buyers are presented with their total price, which is the price for each ticket as well as a variable service feeThis service fee can change depending on demand of the eventThere is a fee on every transaction on StubHubOur User Agreement states that we may charge service, delivery, fulfillment, or other fees for using our servicesAdditionally, StubHub reserves the right in its sole discretion to set and change fees at any timeBuyers are presented with the full price including fees and may view a fee breakdown at the checkout page There is no notification to buyers regarding seller policies on event or checkout pages as seller policies are not relevant to buyers during purchasingIf a user was interested in possible seller fees as well, this information as well as additional information can be found at any time in our Seller PoliciesA link to our User Agreement, which includes our seller policies, is on every checkout page Our User Agreement, as noted above, also explains that all sales are finalAs [redacted] was presented with the total price including fees prior to order completion, we were not able to offer any compensation on this orderInstead, our customer service team advised [redacted] that if he did not wish to keep this order, he could resell the tickets on our websiteAs a one-time courtesy we waived the sell fee as well, so if [redacted] chooses to sell these tickets through our site, his payment will not include the typical 10% seller fee and will be for the full price of the tickets as listed Thank you for the opportunity to provide specific information for this caseIf 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] 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 eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf 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 As we acknowledged that [redacted] was not responsible for any faults and penalties due to the buyer’s experience, we have already refunded [redacted] charges and provided a coupon in the amount of $ [redacted] that was added on May 10th, for the inconvenienceNo further compensation can be provided at this time Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Natalia StubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou 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.gplayoff game) does not occur, we will remove the relevant listings and email you about the cancellationThe Buyer will receive a full refund and the Seller will, if he received payment, be charged the amount he received for the original saleIf 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 issuesSellers cannot resell, invalidate or change the tickets for the rescheduled eventIf a venue requires new tickets for rescheduled events, sellers are expected to deliver the new ticketsStubHub reserves the right to cancel orders if new tickets are requiredRefunds 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 changesNo refunds will be issued in these instances.” In reference to [redacted] complaint, [redacted] sold two tickets for AC/DC taking place on [redacted] this event was postponed however this was treated as a cancelled event on siteDue 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 StubHubPlease let me know if I can be of further assistance Sincerely, ErinStubHub Executive Customer Care

Thank you for the opportunity to respond to [redacted] Revdex.com complaint, case [redacted] I understand the concerns noted and will address the issue as it pertains to StubHub policies It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou 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 suffersPer 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 buyerIn 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 **% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM GuaranteeHowever, in cases that result in unusually large losses to StubHub (for example, nonfulfillment of sales involving large numbers of tickets or tickets with significant price appreciation), StubHub reserves the right in its sole discretion to charge the sellers payment method the full amount of the replacement costs StubHub incurs under the FanProtectTM Guarantee In reference to [redacted] complaint, [redacted] contacted us explaining he was unable to fulfill his sale by mail due to the holiday weekend [redacted] suggested changing the delivery to electronic to ensure faster delivery, and we accommodated the change as requested Unfortunately, we accidentally took premature action on [redacted] order which caused the cancellation as a result Due to this situation, we understand that [redacted] should not have been charged the cancellation fee for this order and we have since reversed [redacted] charge of $**, waived the initial 10% sell fee and paid [redacted] for this order Thank you for the opportunity to provide specific information about StubHubPlease let me know if I can be of further assistance, Sincerely, Natalia StubHub Executive Customer Care

Complaint: [redacted] I am rejecting this response because: I don't know how else to say this: I never clicked on or ordered Stomp ticketsI entered my social media and credit card information, tried to order Hamilton tickets, and then was on a loading screen for an hour before it timed outI didn't use the stomp tickets, I didn't order stomp tickets, and I didn't go to a stomp show (I didn't even know I was charged for them until after the show was over)This is no different than if you tried to order socks on amazon and they send you something completely different and say "Well, you entered your credit card information, so I guess we can charge for whatever we want" Sincerely, [redacted] Garvin

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 eventsWe do not own any of the tickets listed on our siteWhen 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 AgreementAs 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 orderedIf 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 refundFor sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact youYou can adjust your ticket prices any time before they sellYou will receive payment for all tickets you sell and deliver in accordance with the StubHub User AgreementYou may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtect Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyerIn cases where a seller is unable to fulfill an order as listed after their tickets are sold, StubHub may charge sellers an amount generally equal to 40% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtect Guarantee, or the full cost of replacements In reviewing [redacted] canceled sale, she sold two tickets on [redacted] to [redacted] ***The tickets were listed and purchased as [redacted] , Row GUpon viewing their tickets, [redacted] buyer contacted us and stated they had received mislisted ticketsThe actual section of the tickets provided were [redacted] LeftPer our Fan Protect Guarantee, we provided the buyer with comparable replacement tickets and [redacted] was held liable for the differential cost When listing tickets on StubHub, sellers have to enter in their section, row, and seat numbersIn this case, [redacted] listed her tickets as section “ [redacted] ,” row G, seats Gand GHad these tickets been listed correctly, [redacted] section name would have been “ [redacted] Sides” to accurately reflect the location of [redacted] Left ticketsAs [redacted] listed in [redacted] and [redacted] Sides was an available section name and location on our map, there was no site error that prevented these tickets from being listed accurately Our User Agreement explains that sellers are liable for all costs StubHub incurs to make it right for the buyer to meet our obligations under the Fan Protect GuaranteeIn this case, our total cost to make it right for the buyer was $ [redacted] As a one time courtesy and as this was [redacted] first canceled sale, we provided a partial refund of $ [redacted] As this cancellation charge is valid, no further compensation can be provided Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, [redacted] StubHub Executive Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ Thank you for the opportunity to respond to Mr***'s Revdex.com complaint, case XXXXXXXXI 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 eventsAs a marketplace, we do not own any of the tickets listed on our siteWhen buyers place an order for tickets on our site, they are purchasing from a third party individual sellerIn 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 sellerThis 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 ordersThis date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the ticketsThis 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 AgreementIt 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 passesAll sales are final with the exception cancelled events or when a seller does not fulfill an order as listedBuyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is completeAs 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 AgreementPayment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policyA copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing this complaint, Mr [redacted] advised he received an order confirmation and was expected to receive ticketsWith the contact information provided in Mr***'s complaint, we were able to locate a StubHub account registered to Mr***, but there were no purchases placed with this accountIn addition, we reviewed all sales placed on StubHub.com for the date of December 14, but we could not locate an order placed by Mr***Therefore with the information available to us we believe Mr [redacted] did not purchase the tickets for this event on StubHub under this account I hope this information assists you investigating this issuePlease contact me if I can be of further assistance 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 meSincerely, [redacted] Phelan

Thank you for the opportunity to respond to [redacted] Revdex.com rebuttal, case 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 eventsWe do not own any of the tickets listed on our siteWhen buyers place an order for tickets, they are purchasing from a third partyBy accessing or using our website, buyers and sellers agree to the terms of our User AgreementA copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement When a buyer is looking for tickets on our website, the following message is noted at the bottom of each page on our site: You are buying tickets from a third party; StubHub is not the ticket sellerPrices are set by sellers and may differ from face valueWhen a buyer selects a specific ticket listing for further review, the above message continues to appear at the bottom of the Ticket Details page and the following message appears adjacent to the ticket price: We're a marketplace, which means the tickets on our site are listed by other fans and may be priced above face valueWe also display the following messages directly below the Checkout button: Prices may be higher than face valuePrices are set by sellers and may differ from face value In most cases, the prices found on our website will be based on market value, popularity of the event, and seat locationHowever, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of eventsAs we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face valueIt 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 We understand [redacted] concerns, however the listed ticket price was accepted when she completed the purchase on our websiteAs a onetime courtesy, we provided a refund of [redacted] fees on this order of $***As that consideration has already been provided and the listed price was accepted at checkout, we are not able to offer further compensation on this order Thank you for the opportunity to provide specific information for this caseIf I can be of any further assistance, please let me know Sincerely, Kaila StubHub Executive Customer Care