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Stub Hub Complaint - Horrible - Concert tickets
Stub Hub Complaint

Stub Hub Complaint

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Horrible - Concert tickets


We purchased tickets 3 months in advance for 2 different sold out concerts through StubHub and both times we got screwed by this unscrupulous ticket seller.

In both cases we were assured right up until the day before the event that we were covered by StubHub's "Fan Protect" guarantee. What a load of garbage!

In both cases StubHub did not provide the tickets they sold us and in both cases the seats were taken when we attended the events.

We were out thousands of dollars in airfare and hotel costs due to the fraud they perpetrated on us.

StubHub is practicing fraud on a large scale and should not be used for any tickets to any event.

As a side note - they did refund our money, and they did send "coupons" worth 150 dollars - which I promptly told them to stick up their *ss!

Do not purchase from this company - they are reprehensible.


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Comments


ScrewedbyStubHub says: (8 years ago)
 0
I had the same horrible experience with Stub hub. Clearly their guarantee is smoke and mirrors. Their only real backup nonperformance is that you can get your purchase price back which is no solice when your 9 year old is planning to attend an event with you and stub hub sells your seats to someone else for more money. Never again !!



blacksoco says: (8 years ago)
 0
My experience was great. And you can't get a higher BBBonline rating. That's what I use to make online purchases. I will use stubhub again if the concert I want to go to is sold out. I have an awesome trip as I flew to orlando from new york for a show that was out of this world. Peace



mikeny1258769 says: (10 years ago)
 0
StubHub FanProtectTM Guarantee

Fans, whether you are buying tickets or selling tickets in our marketplace,
StubHub protects you and makes sure that you are 100% guaranteed.

FanProtectTM for Buyers
FanProtectTM for Sellers

FanProtectTM for Buyers
What does FanProtectTM mean for Buyers?
It means security. We don't charge your card until the Seller confirms that your tickets will be delivered. And in the rare instance that your order is not confirmed by the Seller, we will work to find other tickets for you. Our #1 goal is to get you into the event, and if we fail (and we hardly ever do), you won't be charged a cent.

FanProtectTM also means service. Once your order is confirmed, we will be there for you. If anything goes wrong, we're just a phone call away -- even when you're at the venue gate. What is a confirmed order?

How the FanProtectTM Guarantee protects Buyers
StubHub guarantees all Buyers the following:

You will not be charged until the seller confirms your order.
Once confirmed,
You will get your tickets in time for the event.
Your tickets will be authentic and valid for entry.
Your tickets will be as good as or better than the ones you ordered.
You will be refunded if the event is cancelled and not rescheduled.
Benefits provided to Buyers under the FanProtectTM Guarantee
Buyers will receive the following benefits under the FanProtectTM Guarantee if the requirements below are met:

If the tickets of a confirmed order are not received before the event:

If the event has not yet occurred, StubHub will attempt to locate the tickets and ensure their delivery (or attempted delivery) to the Buyer prior to the event. If the tickets cannot be located, StubHub will attempt to find comparable alternate tickets to fulfill the order. If comparable alternate tickets cannot be found or the time for the event has passed without any delivery attempt, StubHub will issue the Buyer a refund for the full cost of the tickets, including service fees and shipping and handling charges.


If tickets received are not the same or better than those the Buyer committed to purchase:

StubHub will investigate the complaint and determine whether the Buyer received the same or better tickets than those the Buyer committed to purchase. If StubHub determines that the Buyer did not receive the same or better tickets, StubHub will, (i) provide the Buyer with replacement tickets that are comparable or better than the tickets the Buyer committed to purchase, or (ii) at StubHub's discretion and following StubHub's receipt of the tickets from the Buyer, issue a refund to the Buyer for the full cost of the tickets, including service fees and shipping and handling charges. StubHub may, in its sole discretion, deem tickets received as the same or better than those the Buyer committed to purchase.


If tickets are invalid and are not honored by the venue:

In the event the Buyer encounters any problems at the venue, the Buyer is encouraged to call StubHub Customer Service immediately at 1.866.StubHub (1.866.788.2482) for assistance. If the Buyer contacts StubHub from the venue at the time of the event, StubHub will attempt to locate comparable replacement tickets for the buyer. If replacement tickets cannot be found, or if the Buyer was not able to contact StubHub before the event, StubHub will provide the Buyer with a prepaid FedEx shipping label to use in returning the tickets to StubHub along with a Ticket Return Form. Upon confirmation by the venue that the tickets were invalid, StubHub will issue the Buyer a refund for the full cost of the tickets, including service fees and shipping and handling charges.


If the event is cancelled or postponed:

If an event is cancelled and will not occur at a later date, StubHub will send the Buyer an email offering the Buyer the opportunity to return their tickets within 2 weeks in order to receive a refund for the full cost of the tickets, including service fees and shipping and handling charges. StubHub, in its sole discretion, will determine when an event has been cancelled. If an event is postponed or rescheduled, the Buyer may use the tickets on the rescheduled date or, time permitting, list them for sale at StubHub. If an event is postponed but replacement tickets are required for entry to the event on the rescheduled date, StubHub will work to obtain replacement tickets for the Buyer. If an event is postponed and the number of replacement tickets available is limited, StubHub may, in its sole discretion, deem the event cancelled.
Making a claim under the FanProtectTM Guarantee
If a problem should arise, the Buyer must follow these steps in order to receive a benefit under the FanProtectTM Guarantee. If the Buyer does not contact StubHub Customer Service within the required time periods outlined below, the benefits of this guarantee will not be applicable.

If tickets of a confirmed order are not received before the event:

The Buyer must contact StubHub Customer Service at customerservice@stubhub.com or 1.866.StubHub (1.866.788.2482) within 7 calendar days from the date the tickets were to arrive. The sooner the Buyer contacts StubHub, the greater the likelihood that StubHub will be able to assist the Buyer in fulfilling the order or, if necessary, locate replacement tickets.


If the tickets received are not the same or better than those the Buyer committed to purchase:

Buyer must contact StubHub Customer Service at customerservice@stubhub.com or 1.866.StubHub (1.866.788.2482) no more than 7 calendar days after the Buyer's receipt of the tickets. Please note that similar or more desirable tickets may be substituted in place of the specific tickets listed on the StubHub site. StubHub may, in its sole discretion, deem tickets received as the same or better than those the Buyer committed to purchase.


If tickets are invalid and are not honored by the venue:

Buyer must contact StubHub within 7 calendar days following the date of the event.


If the event is cancelled or postponed:

If an event is cancelled and will not occur at a later date, StubHub will send the Buyer an email offering the Buyer the opportunity to return their tickets within 2 weeks in order to receive a refund for the full cost of the tickets, including service fees and shipping and handling charges. If an event is postponed and StubHub is unable to obtain replacement tickets for the Buyer, StubHub will issue a refund after the Buyer returns the unused tickets to StubHub. All returned tickets must be received by StubHub within 2 weeks (14 calendar days) of the Buyer's receipt of notice from StubHub regarding eligibility for refund.
Abuse of the FanProtectTM Guarantee
StubHub will investigate all claims and determine resolutions on a case-by-case basis. StubHub reserves the right to limit the dollar amount a Buyer may be awarded and the number of claims a Buyer may file in a calendar year. StubHub may suspend or permanently cancel the registration of any Buyer or Seller who attempts to abuse the FanProtectTM Guarantee and will report any such abuse to the appropriate legal authorities.

FanProtectTM for Sellers
What does FanProtectTM mean for Sellers?
It means security. As long as you confirm and fulfill orders as promised, we guarantee your payment.

FanProtectTM also means service. We handle all the delivery arrangements involved with getting your tickets to the Buyer. And if there are any problems, you'll work with us and will never be contacted directly by a Buyer.

How the FanProtectTM Guarantee protects Sellers
StubHub guarantees all Sellers the following:

You will never be contacted directly by a buyer or prospective buyer.
You can adjust your ticket prices to reflect marketplace value at any time.
You will receive payment from StubHub for all ticket orders you confirm and fulfill.
Benefits provided to Sellers under the FanProtectTM Guarantee
Sellers will receive the following benefits under the FanProtectTM Guarantee if the requirements below are met:

If the Seller is contacted directly by a Buyer or prospective buyer regarding an order:

If the Seller is contacted directly by a StubHub Buyer or prospective Buyer regarding an order, StubHub wants to know. The Seller is encouraged to refer the customer to StubHub Customer Service at customerservice@stubhub.com or 1.866.StubHub (1.866.788.2482) for assistance. StubHub also asks the Seller to note the time and incident of the contact, as well as any additional details, then notify Customer Service or the Seller's LargeSeller Account Representative about the incident to be refunded the commissions associated with the order in question. Note: Using the StubHub website to contact or invite contact with other StubHub users is a violation of the StubHub User Agreement.


If the Seller cannot adjust ticket prices on the site:

If the Seller cannot adjust pricing for a ticket listing, the Seller should contact Customer Service at 1.866.StubHub (1.866.788.2482) for assistance. The Seller must be using a supported browser and have Internet connectivity. For more information, read the StubHub User Agreement.


If the Seller has not received payment for a ticket order:

If a payment for a ticket order has not yet been received, the Seller should first check to make sure that the Seller Payment Information provided to StubHub is correct in My Account. If the Seller Payment Information is correct but the Seller still has not received payment, the Seller may submit a Payment Investigation Request. StubHub will investigate the payment in question to determine whether the payment has already been processed and if it has not, StubHub will make every effort to process payment as quickly as possible.
Making a claim under the FanProtectTM Guarantee
In order to receive a benefit under the FanProtectTM Guarantee, Sellers must do the following:

If the Seller is contacted directly by a Buyer or prospective buyer regarding an order:

If the Seller is contacted directly by a StubHub Buyer or prospective Buyer regarding an order, the Seller may request that the commission for the order in question be refunded by StubHub. The Seller must provide as much detail as possible. Note: Using the StubHub website to contact or invite contact with other StubHub users is a violation of the StubHub User Agreement.


If the Seller cannot adjust ticket prices on the site:

If the Seller cannot adjust the price on a fixed or declining price ticket listing, or on an auction-style listing where a bid has not yet been placed, the Seller should call Customer Service at 1.866.StubHub (1.866.788.2482) for assistance. The Seller must be using a supported web browser and have reliable Internet connectivity. For more information, read the StubHub User Agreement.


If the Seller has not received payment for a ticket order:

If the Seller has not received payment for a ticket order, the Seller should first make sure that the Seller Payment Information provided to StubHub is correct by logging in and going to My Account. If the Seller opted to receive payment via PayPal, the same email address provided in the Seller's Seller Payment Contact must also be registered at PayPal. If the Seller opted to receive a check payment issued to the Seller by name, the Seller should make sure that the First and Last Name provided in the Seller Payment Contact is correct. If the Seller opted to receive a check payment issued to the Seller's company, the Seller should make sure that the Company Name provided in the Seller Payment Contact is correct. After making any necessary corrections, please allow 2-3 weeks for StubHub to re-issue payment. If the Seller Payment Information is already correct, the Seller may submit a Payment Investigation Request. StubHub will investigate the Seller's complaint promptly and determine the status of the payment. If the Seller's payment has not already been properly processed by StubHub, we will make every effort to do so as quickly as possible.
Abuse of the FanProtectTM Guarantee
StubHub will investigate all claims and determine resolutions on a case-by-case basis. StubHub reserves the right to limit the dollar amount a Seller may be awarded and the number of claims a Seller may file in a calendar year. StubHub may suspend or permanently cancel the registration of any Buyer or Seller who attempts to abuse the FanProtectTM Guarantee and will report any such abuse to the appropriate legal authorities.

Terms and Conditions
The FanProtectTM Guarantee is effective as of, and applies to all orders placed after, December 20, 2007.

If we change this Guarantee, we shall post a revised version of this Guarantee here, which shall automatically replace the terms of this Guarantee. Your continued use of the Site and the Services following StubHub's posting of a revised Guarantee will constitute your acceptance of the revised Guarantee. If you do not agree with the terms of this Guarantee or any revised version of this Guarantee, do not continue to use the Services or this Site.




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