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stubhub Complaint - Misleading Information on Company Website - Ticket Broker Service
stubhub Complaint

stubhub Complaint


Misleading Information on Company Website - Ticket Broker Service

I bought tickets to a sold out event in December of 2009. The event was schedule for April 6, 2010, but was postponed for a later date. Ticket holders were instructed to wait until April 14th to obtain instructions as to how to exchange their tickets for the rescheduled date. The tickets in my possesion would not be valid for the new event date.

Knowing this I waited until April 14th, as instructed, and contacted the orginal ticket distributor for instructions on how to exchange the tickets. They informed me that I had to contact the seller to get them to exchange the tickets for me or to forward me information as to how to exchanges the tickets.

I contacted StubHub to get further information and was told that I had to return the tickets by April 22nd for a refund because the event was "cancelled."

I did prior research on StubHub's customer service webpage to determine how they handle a "postponed" event and how they handle a "cancelled" event.

According to the company who originally issued the tickets, the event was "postponed."

Yet, the StubHub customer service representative continued to argue with me that the event had been "cancelled."

At this point I am extremely dissatisfied with StubHub's service becasue they were not willing to honor the procedure the ticket distributor set for the postponed event, nor would they honor the information they posted on their website.

I would never refer anyone to StubHub due to this issue. I would advise consumers not to trust their business practices.

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StubHubECC says: (9 years ago)
Hi. I’m Gregg with StubHub’s Executive Customer Care Department. I read your comment and can certainly understand your concerns. I apologize for your experience with us; there does appear to be some confusion surrounding the event status and understandable frustration around subsequent handling here. I appreciate the opportunity to try and clarify some information about StubHub and how the marketplace works but I would like as well to work with you on a resolution to your less then stellar experience with StubHub’s service.

For context, it might help to explain how StubHub works as a secondary ticket marketplace website. We are not a ticket seller or a Box Office, which means we do not hold the ticket inventory and have no direct connection to any specific event, promoter or venue. Our FanProtect Guarantee states that if an event is cancelled and not rescheduled, buyers will be refunded for their orders. Otherwise, in most situations, when an event is rescheduled, the venue simply chooses to honor the original tickets that were issued.

Judging by what you are describing here, it sounds like the venue is requesting that the original purchasers of the tickets return and exchange their tickets for new ones. Since the StubHub buyer is not the original purchaser of the ticket, we have to treat that type of scenario as a Cancelled Event, refund our buyer and return the ticket that was sold on our web site to our seller, who may or may not be the original purchaser of the ticket from the distributor. One key factor to this situation as well, is that StubHub may elect to negate an event status even if the venue ‘postpones’ is if there is a certain amount of risk to the buyer that the same quality or type of tickets originally purchased will NOT be provided to the buyer at the re-scheduled event. If we feel there is reasonable risk for a buyer to potentially end up with downgraded tickets (as the venue can exchange tickets at their discretion and not necessarily ensure the original seats will be honored) StubHub may choose to cancel the event in our system and provide a refund, rather then risk a buyer ending up in downgraded seating at the re-scheduled event.

I know how disappointing this situation can be and it’s not our preferred scenario for our customers to experience. Rather than make any more assumptions, I’d like us to look at this specific order together. Please send an email to yourfeedbackmatters@stubhub.com, Attn:Gregg and include either the order number or the email address your account is set up with. I’ll respond directly and look forward to assisting you. Thank you for your patience and understanding. Sincerely, Gregg Dispenza.

Executive Customer Care

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