This business is not BBB accredited.

StubHub.com

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Phone: (866) 788-2482 199 Fremont St Fl 3, San Francisco, CA 94105 http://www.StubHub.com


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Description

This firm is an online ticket marketplace, where fans buy or sell sports, concert, theater, and event tickets. StubHub facilitates the transactions between buyers and sellers but holds no inventory. Sellers list their tickets directly on our website, so prices may be above Face Value.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for StubHub.com include:

  • Length of time business has been operating
  • Response to 439 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

439 complaints closed with BBB in last 3 years | 188 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 107
Billing/Collection Issues 38
Delivery Issues 20
Guarantee/Warranty Issues 21
Problems with Product/Service 253
Total Closed Complaints 439

Additional Complaint Information

BBB's business review for StubHub was created in March 2002. A review of this company's complaints was done in January 2015. Complaints concern consumers (sellers) stating they sold their tickets only to be charged back for them with little to no notice that it was going to happen. Some consumers (sellers) state they weren't informed why the sale was canceled.

StubHub responded to the above concerns from the BBB by providing the following:

StubHub is an online 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 notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement.

Our User Agreement and our Seller Policies may be found at: www.stubhub.com/user_agreement and www.stubhub.com/seller-policies.

We rely on sellers to help us keep StubHub a safe, secure, and reliable place for fans to buy and sell tickets. As such, we need sellers to follow a few rules, as noted in our User Agreement, to make sure our marketplace continues to thrive. As noted previously, by using our website, sellers agree to the terms of our User Agreement. Our User Agreement and, more specifically, the Seller Policies section of our User Agreement clearly note our policies for sellers to follow when using our site, including things they are not allowed to list, rules for listing tickets, and consequences, including potential charges, if they violate the terms of our User Agreement.

For example, as noted in our Seller Policies section, some of the things sellers are not allowed to list on our site include the following:

'Paperless tickets', 'flash seats', and 'will call only' tickets
Listings without event access, i.e., non-event ticket items (Sellers may only list non-event ticket items as an add-on to an event ticket listing or as otherwise approved by StubHub. Parking passes may only be sold on their own as part of a 'PARKING ONLY' event listing created by StubHub.)
Tickets for non-consecutive seats unless they are piggyback seats
Speculative tickets (tickets that are listed for sale or sold before the seller actually owns the tickets)
Stolen property

Also, providing accurate section, row, and seat information about their tickets and delivering tickets by the date listed are requirements for sellers using our site. If any of the information in a seller's ticket listing doesn't accurately reflect the actual tickets delivered to the buyer, a seller may not get paid, may incur fees for us finding replacement tickets for the buyer or otherwise compensating the buyer if the order is cancelled, or the seller may be subject to other consequences depending on the violation as outlined in our User Agreement.

We want to make sure our buyers get the tickets they purchased in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences.

Here's a list of reasons sellers may incur fees or other penalties:

Seller was unable to deliver their tickets to the a buyer within their selected delivery window
Seller does not have the tickets listed
Seller delivered tickets that didn't match the tickets they listed
Buyer was denied entry into the event because the tickets were invalid or duplicates
Seller uploaded invalid PDF files (created their own PDF file from scans, copies or photos)
Seller selected the wrong delivery method
Seller listed or sold tickets or items that are not allowed

Per Section 5 of our User Agreement, StubHub may investigate suspected violations of our Agreement or other improper conduct on the site and sellers are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information provided, or if StubHub determines that a seller has abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending a seller from using or accessing our site or services, removing a listing, requiring a seller to edit a listing, cancelling a sale, requiring a seller to send the ticket(s) to a buyer within a specified time, withholding a seller payment, or charging a seller's payment method on file for amounts a seller owes us or costs we incur due to a seller's misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). In additional, per our User Agreement, we reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required.

Regarding your specific questions:

1. Depending on the specific situation, sellers are notified via email or phone of an issue with their tickets either as soon as we are aware of the issue or, if further research is needed, as soon as we complete our investigation of the issue.
2. Depending on the timing of the event and the specific situation, sellers may be contacted to correct an issue before charges are submitted. However, in situations where we are under time deadlines to get buyers into an event when a seller has delivered invalid tickets, when a seller has not delivered tickets exactly as listed, or when a seller has violated the terms of our User Agreement, sellers may not be notified prior to an order being cancelled or advised beforehand that charges have been submitted due to a violation of our User Agreement. In those situations, sellers are notified after the cancellation and/or charges have been submitted, per the terms of our User Agreement.

If sellers do not agree with charges that have been submitted due to sellers the terms of our User Agreement, they may dispute the charges with our Executive Customer Care Department for fees related to invalid tickets (where buyers are denied entry to a venue) or with our Payments team for fees related to cancelled/replaced orders. We have addressed specific charges noted in each of the individual BBB complaints as it pertains to those specific situations.

Customer Reviews Summary Read customer reviews

13 Customer Reviews on StubHub.com
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 12
Total Customer Reviews 13

Additional Information

BBB file opened: March 05, 2002 Business started: 01/01/1999 Business started locally: 01/01/1999 Business incorporated 07/26/2000 in DE
Type of Entity

Corporation

Business Management
Mr. Scott Cutler, President
Contact Information
Principal: Mr. Scott Cutler, President
Number of Employees

500

Business Category

Ticket Sales - Events

Alternate Business Names
StubHub
Additional Information

It has come to BBB's attention that StubHub is currently the target of an email phishing scam. StubHub customers have received emails appearing to be from StubHub for orders that customers did not place. Anyone receiving such an email is warned against logging on or clicking on any of the links as they may contain a virus. Anyone having done so should go directly to Stub Hub.com and click on the "MY ACCOUNT" link to change their password. Stub Hub has informed us at this time no credit cards have been charged.

For concerns about possible charges, go directly to StubHub.com and follow the instructions or email Stubhub at: yourfeedmatters@stubhub.com.




Customer Review Rating plus BBB Rating Summary

StubHub.com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    199 Fremont St Fl 3

    San Francisco, CA 94105 (866) 788-2482

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Gateway Blvd

    East Granby, CT 06026

  • THIS LOCATION IS NOT BBB ACCREDITED

    165 Mulberry Street

    Newark, NJ 07102

  • THIS LOCATION IS NOT BBB ACCREDITED

    946 W Randolph St # 2

    Chicago, IL 60607

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/20/2016 Problems with Product/Service
8/18/2016 Advertising/Sales Issues
8/15/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi there, I posted tickets for a concert for sale on Stub Hub's site in ******** of this year. Approximately two weeks later that time, I changed my mind and decided not to use them for the resale and removed the tickets. In ****, I received an email from them saying the tickets were sold. I knew this wasn't possible so I called them and spoke to one of their customer service agent who confirmed with me that the tickets were NOT listed for sale. I asked her to kindly double check and she said they were not listed for sale. Thinking everything was find, I thanked her and hung up. Last week, I received another e-mail saying that I owe Stub Hub **% of the ticket prices (which equals $***) and that of I don't make payment arrangements, they will send the bill to collections. I called in again and their agent said the tickets WERE on the site and they did indeed sell. I shared my confusion and frustration with the new agent and she said there wasn't anything she could do regarding the payment aside from submitting a dispute. She submitted it on my behalf last week and I received a notice today indicating it was rejected and that I am still responsible to pay the $***. I called in for the third time today and asked to speak with a supervisor or manager so they could fix this issue and was told that "no one from Stub Hub will be able to help you". The supervisor essentially told me that I was lying. She said that there are no issues with their computer systems, they are not at fault, and I am still responsible for paying a $*** fee for tickets that I removed from their site.

Desired Settlement: I refuse to pay $*** as I don't feel I should be held accountable for the fee since I removed the tickets and their own rep confirmed they weren't listed on the site when I first called in. My desired outcome is for Stub Hub to remove the $*** fee from my account.

Business Response:

Thank you for the opportunity to respond to *** ********** BBB complaint, 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 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. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.

 

When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our 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 **% 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 reference to *** ********** complaint, the tickets in question were sold on **** **, ****, a confirmation email was sent immediately notifying *** ******** of the sale and advised to ship his tickets within 1 business day which in this case would be on **** **, ****.  In the email provided, we also provided *** ******** 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.” Since the tickets were not shipped on **** **th, a final reminder email was sent to *** ******** on **** **th advising to ship his tickets that day as failure to do so would result in the cancelation of the sale, and a voicemail was left advising the same. On **** **, ****, since *** ******** hadn’t delivered to the ticket to his buyer as listed, as they were not shipped yet, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtect Guarantee. As a result, *** ******** received a cancellation email and was not paid for the order (he did not deliver the tickets) and he was charged the **% fee for nonfulfillment.

 

On **** **** *** ******** contacted us inquiring if his tickets were still listed for sale. We advised that the tickets were no longer listed for sale in his account and were not sold; his sale had already been canceled.

 

On July **** *** ******** called in wanting to dispute the charge. At that time he was provided with a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. Our total cost to make it right for this buyer was $***.00. Per our user agreement, *** ******** is responsible for this cost. In this case, this event is considered a high profile event and we have decided not to reverse charges for canceled sales. Given that consideration was already given in this case, this charge will stand.

 

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,

*****

StubHub Executive Customer Care

 

Consumer Response:
Complaint: ********

I am rejecting this response because:

Sincerely,

***** ********

8/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I listed orchestra tickets on Stubhub, and realized when I received a purchase confirmation that I had accidentally listed the tickets under the wrong event series. I immediately called Stubhub to cancel the order, before payment was received. I also inquired as to whether I would be charged a fee for this cancellation, and I was assured over the phone that I would no be charged a fee. Stubhub took two days to cancel my order. This was problematic for two reasons: 1. my tickets may have been viewed/downloaded, and 2. the payment was processed through paypal by that point. When Stubhub did cancel the order, they charged my credit card back for the amount of the tickets (fine) AND not one but TWO service fees of *** (total $**). I called to get the charges reversed and I was told that I could not speak to a complaint manager directly. They had a customer service rep walk me through a form that they submit internally for review. The next day, I received an email notification that I would receive a partial refund of $. No contact information provided. I'm upset because 1. I don't feel that I should be charged a fee as the sold ticket value is $0 and the fee is a % of the executed ticket value 2. I was told I would not be charged a fee, and then was, and 3. The fact that I cannot speak to anyone at Stubhub about the matter is incredibly poor business practice for upholding any kind of consumer rights.

Desired Settlement: I want a full refund of the fee, $**.

Business Response:

Thank you for the opportunity to respond to *** *********** BBB complaint, 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 secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.

 

By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.

 

When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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 *** *********** complaint, *** ********* contacted us explaining she was unable to fulfill her sale as the tickets were listed for the incorrect event. Since *** ********* was not able to deliver tickets to her buyers as listed, we needed to make this issue right with her buyers under the terms of our User Agreement and FanProtectTM Guarantee. As a result, *** *********** payment for the order was recouped and she was held liable for a portion of the costs we incurred.

 

In this case, our total cost to make it right for the buyer was $**.00 which is 20% of the order. Per our User Agreement, *** ********* would be responsible for these costs. However, as a one-time courtesy, we have refunded ****** in charges that had been submitted to *** *********** credit card on file for the order.

 

We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, *** ********* is responsible for listing her tickets correctly and fulfilling her orders as listed. We understand that mistakes may occur. Given that consideration was already given in this case, the remaining charges will stand.

 

Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,

 

Sincerely,

 

****

StubHub Executive Customer Care

Consumer Response:


Complaint: ********

I am rejecting this response.

 

8/12/2016 Problems with Product/Service
8/11/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased tickets for a baseball game and learned that I could not attend. So I placed them for sale on Stubhub's site. I uploaded the tickets and sold them. Then closer to the game time, I received an email from Stubhub stating the same tickets were sold. They didn't remove the tickets from their website. They charged me $***/US for what they stated was my error (what they accused me of is impossible to do as there is an error mechanism that will not allow you to do so). I called and they stated that the charge would be reversed. Then 5 days later they send me an email that I will be charged $***.00/US and I am losing the $****** I sold the tickets for and they will be charging my credit card (which I don't approve of). To add "insult to injury", every time they charge and refund my credit card, I lose money on the exchange rate.

Desired Settlement: I would just like to be paid for the tickets I sold and have the $*** US and any other charges for "inconvenience" to be reversed and my money I lost on the exchange rate to be refunded as well.

Business Response:

Thank you for the opportunity to respond to *** ***** complaint, BBB 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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party.

 

By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.

 

When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee.

 

In reviewing *** ******* complaint, *** ***** double sold 2 tickets for the event on **** *** ****. *** ***** listed listing ********** on ***** *** **** and listing ********** on *** **, 2016 in which he received both confirmation emails after the listings were complete.

 

We received contact from the buyer of *** ******* listing ********** advising that they were not allowed into the venue as the tickets were deemed invalid as they were already scanned. Since *** ***** provided invalid tickets, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee. As a result, *** ***** was held liable for a portion of the costs we incurred to make it right. As a seller on StubHub, *** ***** is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although *** ***** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of those costs on this order.

 

Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,

 

Sincerely,

 

*******

StubHub Executive Customer Care

Consumer Response:


Complaint: ********

I am rejecting this response because:

I received a voicemail from ******* stating that the entire charge would be refunded. The message was very "choppy" so I called Customer Care and they confirmed the same and stated that I would also be able to recover the money I lost on the exchange rate (review the call). All I want is the $** in US funds credited to my account and the money I lost on the exchange rate from the (unauthorized) charging and crediting my credit card (this would most likely amount to ******* US)  

Sincerely,

***** *****

Business Response:

Thank you again for giving us the opportunity to respond to *** ******* rebuttal BBB Case # ********

As previously noted, 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 includes:. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee includes:. You will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement.

Per our User Agreement, sellers must provide accurate section, row, and seat information for their tickets. Tickets they delivery to the buyer must be exactly as listed. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer - including any ticket features, comments, or disclosures - a seller may not get paid for the order and may be responsible for any fees we incur to satisfy the buyer under the terms of our FanProtect Guarantee. These fees may include but are not limited to the cost of replacement tickets, refunds, coupons and penalty fees, as outlined in our User Agreement.

As StubHub is not responsible for any additional charges that have been incurred outside of the StubHub marketplace, as a courtesy, we have refunded *** ***** an additional $** to resolve this issue. No further compensation will be processed.

Thank you for the opportunity to provide additional information about StubHub. If I can be of any further assistance, please let me know.

Sincerely,

*******

 

 

Consumer Response:


Complaint: ********

I am rejecting this response because:

The business should refund me the full amount of the unauthorized charges they billed me for. The fact that the billed, reversed and re-billed proves they had no idea what they were doing and are failing to take responsibility hiding behind a clause that lets them do whatever they want, except the right thing,


Sincerely,

***** *****

8/10/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: As a seller, I cancelled a ticket that was already sold and paid for with the understanding that the **% cancellation charge would be applied. However, when I went to cancel it, there was no mention of a replacement charge that totaled ******** I understand that the terms of use is hidden in legal jargon in different links and there is a section on it talking about the replacement charge. I also don't think it was laid out clearly when StubHub would use the replacement charge vs. **% fee. If StubHub had clearly warned me that I would be charged *******, instead of the **% penalty, I would not have cancelled the sale. I believe that this is a dangerous precedent for StubHub to grab extra cash whenever it can by stating that for a company to exercise this replacement clause without forewarning the seller when it would be used. I ended up paying the full replacement amount because StubHub threatened to send the unpaid claims to collections, which would damage my credit score and expose me to third party collectors which can affect future employment opportunities and access to a good interest rate.

Desired Settlement: I would gladly pay the **% charge that I was expecting instead of the full ******** I have sold a lot of tickets for stubhub in the past and made thousands of dollars for StubHub as a seller.

Business Response: Thank you for the opportunity to respond to *** ******* complaint, BBB 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 secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 

By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement.

When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to **% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. 

In reference to *** ******* complaint, *** ***** stated on ******** that he no longer had the tickets to fulfill on this sale.  In the email provided to *** *****, 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 sale. 

As *** ***** 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 ******* which per the terms of our User Agreement *** ***** is responsible for these costs. When locating replacement tickets after *** ***** 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 *** ***** 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 level. Similarly, 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 tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, *** ***** is responsible for listing his tickets correctly and fulfill on his orders as listed. In this case, charges will stand. 


Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,

Sincerely, 

****
StubHub Executive Customer Care

Consumer Response:


Complaint: ********

I am rejecting this response because:

You are proving my point that the email explicitly stated the **% charge, with an arbitrary caveat of how stubhub MAY charge more according the the legal jargon you hide in your terms and conditions.  A **% charge, which would have been around  $**0 and a replacement cost of $*** is SIGNIFICANT and MATERIALLY different and should have been disclosed BEFORE an action is done.  How is this ethical?  I have never cancelled a sale before this, I have no past history of abuse, I have ordered tickets and sold numerous tickets with Stubhub with no issues until then.  It was an honest mistake.

 

Sincerely,

********* *****

Business Response:

Thank you for the opportunity to respond to *** ******* rebuttal, BBB case ********. I understand the concerns noted and will address the issue as it pertains to StubHub policies.

As previously noted, per the terms of our User Agreement the charges applied to *** ******* account are valid. We can see that *** ***** stated he no longer had the tickets to fulfill on the order in which the charge was applied and shortly after *** ***** relisted the tickets back onto site at a higher dollar amount, which the listing was removed from our site per the violation of the User Agreement. As *** ***** agreed the terms of our User Agreement when listing the tickets onto the site, all charges will stand.

Thank you for the opportunity to provide specific information about StubHub, at this time we have nothing further to add.

Sincerely,

****
StubHub Executive Customer Care

Consumer Response:


Complaint: ********

I am rejecting this response because:
What difference does it make after the tickets have been cancelled?  That's a red herring and besides the point.  The fact of the matter is that there was no explicit warning of a *** charge before an action was taken.  What kind of business does not disclose a $*** penalty before an action is taken?  There was an explicit notification of the **%, which I agreed to at the time.  I believe that a $*** penalty is material information that should be disclosed before any action is taken and hiding that in the terms and conditions as well as not setting actual guidelines and conditions on when it is going to be used is unethical business practice.

Sincerely,

********* *****

8/10/2016 Billing/Collection Issues
8/9/2016 Delivery Issues
8/9/2016 Problems with Product/Service
8/7/2016 Problems with Product/Service
8/3/2016 Problems with Product/Service
8/2/2016 Problems with Product/Service
7/29/2016 Problems with Product/Service
7/27/2016 Problems with Product/Service
7/25/2016 Problems with Product/Service
7/25/2016 Problems with Product/Service
7/21/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Wrongly charged for replacement tickets. I sold two sets of tickets for the Black Sabbath concert in Hamilton Ontario. Shortly after the concert I received an email from stub hub stating that there were issues with the buyers not being able to gain entry into the stadium. The agent I talked with that StubHub told me to trying get a scan report from the stadium. I phoned the stadium and was told there were many issues with tickets that I had sold with my name on them for that concert. I phone StubHub again and told him this information the lady I spoke with on the phone said she would look into it and get back to me. I waited a number of days for a return phone call which never arrived what did arrive were emails that stated that StubHub had closed this investigation and it was billing me for the sale of the tickets plus a 20% service fee. I've sold many tickets on stub hub in the past. I've been charged the 20% service fee plus the cost of tickets in the past. And never complained or had issue with these charges. However for this event I feel that's double beds made an error and I would like to have these charges reversed in full Order numbers are: ********* *********

Desired Settlement: Reversal of all fees

Business Response: Thank you for the opportunity to respond to Mr. *********'s complaint, BBB Case ********. 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement.

Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states:

StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required.

In reviewing this transaction, Mr. ********* sold 2 tickets for a Black Sabbath in February. We received contact from the buyer on the night of the concert advising that they were not allowed into the venue as the tickets were deemed invalid.

We notified Mr. ********* of the reported issue on the day of the event and requested that he respond to us within 48 hours and provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement.

Mr. ********* responded on 2/26/2016 with information obtained from the venue that there were many people going to the box office with his name. Mr. ********* also noted that he had emailed the venue for the scan report. As we did not have the required documentation with in the 48 hours at that time we did advise Mr. ********* we did need to move forward with the charges to recoup his payout and the additional cost to rectify the situation with the buyer. Mr. ********* was also advised that we would reassess the charges once the proper documentation was provided.

We understand that Mr. ********* is upset about the charge to recoup his payment of $143.98 and the charge of $80.00 to rectify the situation with the buyer. However the tickets Mr. ********* provided his StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr. ********* for this order or reverse any charges incurred.

Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,

****
StubHub Executive Customer Care

7/21/2016 Problems with Product/Service
7/18/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 10 I purchased concert tickets from Stub Hub for my son's birthday. I have contacted them multiple times and all I get is the standard canned response that I am sure they are told to use. Now, almost four months later, I still do not have the tickets nor do I have a straight answer. I am being told that the tickets will be sent to me on September 10. The show is September 15. If anything happens during shipping, I will not have them. If there is any problem with the tickets, I can do nothing about it. They keep telling me that they have a "satisfaction guarantee" but there will be absolutely nothing they can do about it if I get them a day or so before the show. After spending almost $400 I should be able to receive my purchase almost immediately and not get their excuse that the tickets have not been issued by the venue. Venues issue the tickets almost immediately upon purchase because they would not be selling them if they were not available for shipping.

Desired Settlement: I want my tickets. I want an answer as to when I am going to get them. I do not want excuses or telling me they will be here "about" a few days before the actual show.

Business Response: Thank you for the opportunity to respond to *** ****** BBB complaint, 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 events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. 

By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at ******************************.

When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. 

In reviewing our records, the seller of *** ******* order listed the tickets on 02.07.16 and listed an in hand date (date which they will have the tickets to ship) for 09.10.16 with an expected delivery date of 09.14.16. *** ***** was provided with the delivery date prior to making the purchase and agreed to this date during the purchase session. When *** ***** contacted our Customer Service Department concerning the shipment status of her order, she was advised of the estimated delivery date based on the information her seller had provided us and was also advised her order was covered by our FanProtect Guarantee which states the tickets she ordered would arrive in time for the event and if this did not occur, we would find *** ***** comparable or better tickets to the event, or offer a refund. As a one-time courtesy we also issue a coupon to *** ******* account in the amount of $30.00 as she was expecting the tickets to be delivered prior to the date the seller had provided. We do apologize that the seller has not shipped out the tickets, however at this time the seller is not to the date they selected which they will have the tickets to deliver. In most cases, the sellers who sell on our site will ship the tickets earlier if they can as sellers are not paid until the delivery of tickets. 

Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,

Sincerely, 

****
StubHub Executive Customer Care

Consumer Response:


Complaint: ********

i am rejecting this response because even though they said that I would receive the tickets by September 10, the seller has already received the tickets because no matter WHAT site ads the seller purchased the tickets from they have been issued as the concert was announced in February.  There is NO reason that I should have to wait until September to get the tickets.  I do not care what their policy is if I don't get the tickets until 5 days before the show it does not matter what their policy is on giving me my money back if I don't get them, these tickets are a birthday gift and how am I supposed to explain "sorry they did not get me the tickets in time or the correct tickets but I can give you the money instead."  Whatever.  Stub hub has a reputation that ainhave found as out since I ordered the tickets and I will NEVER order from them again.  Bottom line I want my tickets.  

I am rejecting this response because:

Sincerely,

***** *****

Consumer Response:

From: ***** ***** [***************************]
Sent: Friday, July 15, 2016 9:23 AM
To: **** <*****************>
Subject: Re: Complaint No. ********

 

I filed the above complaint against Stub Hub for tickets that I had purchased in February and still had not received.  After all the back and forth and their claim that I had agreed to not receive the tickets until September, I find it very funny that the very same tickets they claim the seller did not have and would not have until September and that I would not receive until September 10, came in the mail yesterday.  Unfortunately it is companies like this that give other reputable companies a bad name.  I will NEVER use Stub Hub again but thankfully I did receive the correct tickets and in plenty of time to correct a problem if there was one.  Thank you for your assistance.  I am sure that had I not filed a claim, I may or may not have gotten this issue resolved.  

 

***** *****


7/18/2016 Problems with Product/Service
7/13/2016 Billing/Collection Issues
7/12/2016 Problems with Product/Service
7/8/2016 Problems with Product/Service
7/7/2016 Problems with Product/Service
7/7/2016 Billing/Collection Issues
7/7/2016 Problems with Product/Service
7/3/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/22/2016 Problems with Product/Service
6/22/2016 Billing/Collection Issues
6/21/2016 Billing/Collection Issues
6/18/2016 Billing/Collection Issues
6/17/2016 Problems with Product/Service
6/15/2016 Problems with Product/Service
6/15/2016 Problems with Product/Service
6/14/2016 Problems with Product/Service
6/14/2016 Problems with Product/Service
6/12/2016 Problems with Product/Service
6/12/2016 Advertising/Sales Issues
6/11/2016 Problems with Product/Service
6/10/2016 Problems with Product/Service
6/10/2016 Billing/Collection Issues
6/4/2016 Problems with Product/Service
6/4/2016 Advertising/Sales Issues
6/4/2016 Problems with Product/Service
6/3/2016 Billing/Collection Issues
6/3/2016 Problems with Product/Service
6/2/2016 Problems with Product/Service
5/31/2016 Problems with Product/Service
5/18/2016 Problems with Product/Service
5/18/2016 Problems with Product/Service
5/18/2016 Billing/Collection Issues
5/18/2016 Problems with Product/Service
5/12/2016 Advertising/Sales Issues
5/6/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I sold tickets, which were not delivered correctly due to a website glitch. *********** refused to acknowledge the problem, and fined me unfairly. I sold 4 tickets on *********** (#********* and #********** and uploaded the tickets to be distributed to the buyer. 2 of the tickets were distributed correctly, the other 2 were claimed not to work by the buyer. 2nd buyers claimed they received the wrong tickets, but my records show I uploaded the correct tickets. So I concluded that Stubhub did not distribute the tickets correctly. If there was a problem with the tickets, Stubhub could have contacted me and I could have worked with them to resolve the problem immeadiatly. Instead they simply charged my credit card with a penalty weeks later when there was no way to fix the problem. I was told that they didn't contact me immediately because there was not enough staff to handle these kind of problems promptly. I disputed this charge with my credit card company, and Stubhub locked my account because of this dispute. I still had a pending sale (#*********) which I was unable to complete since stubhub locked my account. I contacted stubhub and was told that I would not be charged for incomplete sale since my account was locked. A few days later a penalty charge was placed onto my credit card. They refuse to drop this charge due to my previous dispute with stubhub.

Desired Settlement: I want Stubhub to rescind/refund me all penalty charges to my credit card. An amount which totals $301

Business Response: Thank you for the opportunity to respond to Mr. ******'s BBB complaint, 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 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.
We want to make sure our buyers get the tickets they ordered in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreement. A full copy of our User Agreement and Seller Policies may be found at www.**************************.
In reviewing Mr. ******'s order *********, when the buyer of these tickets got to their event on 10/18/2015, the venue told them these tickets had already been scanned and were not valid for entry. In cases like this, we do not reach out to the seller that night as our top priority becomes making sure the buyer is able to get into the event. Our Executive Claims department reviewed this order on 10/25/2016 and found the seller had uploaded seat * *** * to both orders for this event. They processed a charge of $176.00 to recoup Mr. ******'s payment, as it had already been processed, and an additional charge of $65 for providing an invalid ticket.
I understand that Mr. ****** had their tickets on one PDF file and intended to upload all four tickets for this event. In our system, we are able to see the four tickets that were uploaded and labeled as seats ** ** ** *** *. All four pages uploaded were the same two seats. When sellers upload tickets to an order on StubHub, they are prompted to upload a PDF file and indicate which pages of their file is meant to be uploaded for this order. As both of these sales were already completed when Mr. ****** was ready to upload his tickets, he had to upload tickets to each sale individually. In doing so, Mr. ****** may have incorrectly selected the first two pages of his PDF file in an attempt to make the upload process faster and assuming our system would choose the correct files. Sellers are responsible for making sure they select the correct PDF files to upload to their order.
We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. ******'s is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Because of this, we would be able to waive 50% of Mr. ******'s additional charge of $65 on this order, resulting in a refund of $32.50. 50% of the charge can be reversed as this was his first drop and this is all we would be in the position to reverse. Going forward, we will not be in the position to extend the same courtesy.
In reviewing Mr. ******'s other order ********* referenced in his complaint, this sale was unable to be fulfilled normally by Mr. ****** as his account was locked due to a chargeback. When an outstanding chargeback is open with a customer's bank, their StubHub account is locked until that chargeback is resolved. Because Mr. ****** contacted us regarding this issue on 12/18/2015 and on 12/21/2015, we would be able to reverse the charge on this order as a one-time courtesy. We understand that this was a unique situation that stopped Mr. ****** from fulfilling this order and delivering tickets successfully.
Mr. ******'s account currently remains locked as a second chargeback was opened and has not yet been resolved. If Mr. ****** would like to accept either offer for 50% of the charge for order ********* and/or 100% of the charge for order *********, the chargeback currently open with Mr. ******'s bank would have to be closed in our favor. At that point we would reactivate Mr. ******'s StubHub account and process one charge reversal for $32.50 and one for $60.00. However, we would not be able to process payment for either of these orders because the tickets were not delivered properly or used by the buyer. Mr. ****** was paid $176.00 for order ********* that was delivered incorrectly, and the $176.00 charge for this payment will stand.
Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,
Sincerely,

*****
StubHub Executive Customer Care

Business Response:

Thank you for the opportunity to respond to Mr. ******’s BBB rebuttal, case ********. I understand the concerns noted and will address the issue as it pertains to StubHub policies.

We count on sellers to help us keep StubHub a safe, secure, and reliable place for fans to buy and sell tickets. Being denied entry to an event due to invalid tickets is the worst experience a buyer can have. Per the terms of our User Agreement, which Mr. ****** accepted when listing his tickets for sale on our site, it is a seller’s responsibility to provide valid tickets. The Seller Policies section of our User Agreement notes:

List valid tickets

It's up to you to make sure the tickets you list for sale on StubHub are valid. If you deliver incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale you will be subject to a replacement fee, other charges, and/or other consequences.

When sellers do not fulfill orders with valid tickets as listed, our marketplace suffers. When this occurs, per the terms of our User Agreement, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee, including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer.

As noted previously, there was no site error when Mr. ****** uploaded his tickets. Our investigation showed that he uploaded incorrect tickets for the order noted. We understand that mistakes may occur. Although Mr. ****** could be liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we have offered to waive 50% of the $65 charge for this order. As we cannot pay sellers for invalid or duplicate tickets, the $176 charge to recoup Mr. ******’s payment will stand. We have also offered 100% reversal of the $60 charge on order ********* as a courtesy. For this order, Mr. ****** was unable to fulfill this order since his StubHub account was locked, per our policy, when he submitted a charge dispute with his bank. We are not in a position to offer additional compensation on these matters.

To have these charges reversed as listed above, Mr. ****** would have to close both of their chargebacks with their bank and provide documentation showing the dispute has been closed.

Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance,

Sincerely,

 

*****

StubHub Executive Customer Care

5/6/2016 Billing/Collection Issues
5/6/2016 Advertising/Sales Issues
5/6/2016 Problems with Product/Service
5/6/2016 Problems with Product/Service
5/4/2016 Delivery Issues
4/29/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 tickets to a Guns N Roses concert scheduled for August 12, 2016 in Seattle. After checking the confirmation of the order and cross referencing with the Venue (CenturyLink field) I realized that the row that they sold me does not even exist at this venue! I paid almost $1800 USD for these 4 tickets and now am very nervous that they will not be what I agreed to. I contacted StubHub and they are telling me everything will be fine and not to worry about it! These tickets are not scheduled to be sent to me until 1 day before the concert so there is no way I will know what they are until then. I agreed to pay a price for specific tickets and those tickets do not exist. I feel at worst I will have fake tickets and not see the concert or at best get tickets that I did not agree to buy!

Desired Settlement: I want a refund for these tickets because I don't trust they are what I agreed to pay. I want a refund so I can buy new tickets that I am comfortable buying and I want it ASAP so I can buy new tickets

Business Response:

Thank you for the opportunity to respond to Mr. ********** complaint, BBB Case #*******4. 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 ent****g 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 Mr. **********’s account, he placed an order on 04.02.16 for a Guns N Roses concert taking place in August. On 04.08.16, Mr. ********** contacted us as the row purchased AA does not exist in the section purchased. We did reach out to the seller who did confirm that an upgrade was provided by the venue and he could provide Row C which is closer then Row AA. As the seller did not list the tickets correctly, we did offer the Row C tickets to Mr. ********** or a full refund per the terms of our FanProtect Guarantee. Mr. ********** was provided with a full refund in the amount of $1,791.00 back to the credit card on file, the refund does take up to 5 business days to process and should appear in Mr. **********’s credit card account at this time.

Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance.

Sincerely,

****
StubHub Executive Customer Care

Consumer Response:

Better Business Bureau:

After speaking with 3 employees they finally agreed to refund me. They were doing everything they could to not but luckily I was persistent . Not a good experience at all

I have reviewed the response made by the business in reference to complaint ID *******2, and find that this resolution is satisfactory to me.

Sincerely,

J**** **********

4/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed Order No. *********. I was not able to download the tickets. I called customer service for help. I was not helped. I placed Order No. *********. I was not able to download the tickets. I called customer service for help. I was not helped. Their customer service told me I'd have to download the tickets a few hours before the game, then print them. I told them I am traveling and will not have access to a printer within a few hours from the game. They told me I can sell the tickets through there service at a fee. I will never buy from them again. I want them to refund my money $203.12 or mail me the tickets a few days before the game. They are wasting my time. Poor customer service.

Desired Settlement: I want them to refund my money $203.12 or mail me the tickets a few days before the game.

4/9/2016 Problems with Product/Service | Complaint Details Unavailable
4/7/2016 Advertising/Sales Issues
4/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Someone hacked into my Stubhub account and made a large purchase. Stubhub does not consider this fraud. On December 25, 2015 a purchase was presented to my bank by Stubhub and was paid. I was notified by a text alert on December 28, 2015. I went to my bank and filed a dispute on December 29, 2015. The bank sent the paperwork to Stubhub who responded that the purchase was made online on my account and is not fraud. They do not consider purchases made by friends and/or family to be fraud. I did not make the purchase. I did not authorize the purchase and this IS FRAUD. The charge was resubmitted on 02/17/16 and paid by my bank based on Stubhub's decision. Stubhub failed to execute any real form of investigation deciding it had it's money, the purchase made on my account and wasn't fraud. Identity theft and fruad by hackers does exist and both Stubhub and my bank failed to properly investigate my claim.

Desired Settlement: Refund of all charges immediately

Business Response: Initial Business Response /* (1000, 5, 2016/03/16) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB 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 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. Per our User Agreement, it I 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. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete. In reviewing Ms. ******'s account, she contacted us on February 12, 2016 stating that she did not make the purchase of tickets for the completed order on her account. Our Trust & Safety team reviewed the order and account information, the IP address associated with the purchase, and social media accounts for Ms. ******. Based on this review, our Trust & Safety team determined that this was a valid purchase. A representative from the Trust & Safety team emailed Ms. ****** advising the purchase was valid. StubHub is not responsible for unauthorized use of credit cards by family members, co-workers or acquaintances. If Ms. ****** would like to submit a police report or court decision showing this was a theft and not an unauthorized purchase we would be happy to review the charges again. Without these documents StubHub will be unable to issue a refund per the terms of our User Agreement. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2016/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The legal definition of fraud is "A false representation of a matter of factwhether by words or by conduct, by false or misleading allegations, or by concealment of what should have been disclosedthat deceives and is intended to deceive another so that the individual will act upon it to her or his legal injury." It does not matter if it is a family member, a friend, a coworker or a complete stranger. Fraud is fraud. Not only is this bank fraud, but it is also bad faith on the part of StubHub. A police report has been filed and a detective is actively investigating, which is something the bank AND StubHub failed to do properly. This is bank fraud and bad faith, plain and simple. Final Business Response /* (4000, 21, 2016/03/31) */ Thank you for the opportunity to respond to Ms. ******'s rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address the issues as it pertains to StubHub policies. As noted previously, this issue has been reviewed by our Trust & Safety team who have determined Ms. ******'s order was a valid purchase. We do not have anything further to add. Sincerely, **** StubHub Executive Customer Care Final Consumer Response /* (4200, 25, 2016/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was not a valud purchase. The only way to resolve the issue is to return the money stolen from me.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The legal definition of fraud is "A false representation of a matter of fact--whether by words or by conduct, by false or misleading allegations, or by concealment of what should have been disclosed--that deceives and is intended to deceive another so that the individual will act upon it to her or his legal injury." It does not matter if it is a family member, a friend, a coworker or a complete stranger. Fraud is fraud. Not only is this bank fraud, but it is also bad faith on the part of StubHub. A police report has been filed and a detective is actively investigating, which is something the bank AND StubHub failed to do properly. This is bank fraud and bad faith, plain and simple.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I DID NOT PURCHASE ANYTHING THROUGH STUBHUB ON DECEMBER 25, 2015. I DID NOT AUTHORIZE ANYONE TO MAKE A PURCHASE THROUGH STUBHUB ON DECEMBER 25, 2015. THIS IS A FRAUDULENT PURCHASE, REGARDLESS OF WHAT STUBHUB SAYS! Just because the purchase was made on my account does not mean that I made the purchase. It does not mean that I authorized the purchase. If the tickets were printed and used, there are security cameras all over the facility and SOMEONE should be able to find out what the person who attended the event looked like and arrest them and give me my money back! The only other reason I can come up with for StubHub refusing to do this is that it is someone associated with StubHub and the person responsible is the one doing the "investigating" of my claim. I want my money back!

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I did not make this purchase and I don't care what Stubhub's policies are regarding declaring a purchase fraudulent versus valid. This is simply a case of bank fraud and bad faith on the part of the bank AND Stubhub. Stubhub's refusal to properly investigate this claim is an issue ALL Stubhub users need to be aware of. They have their stolen money, why should they investigate? Because what has happened to me is WRONG! Until they return my money, I will not consider this claim or any claims forthcoming in court resolved.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
This was not a valud purchase. The only way to resolve the issue is to return the money stolen from me.

4/4/2016 Problems with Product/Service
4/1/2016 Advertising/Sales Issues
3/30/2016 Problems with Product/Service
3/30/2016 Problems with Product/Service
3/29/2016 Problems with Product/Service
3/23/2016 Billing/Collection Issues
3/23/2016 Problems with Product/Service
3/22/2016 Problems with Product/Service
3/22/2016 Advertising/Sales Issues
3/18/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service
3/16/2016 Problems with Product/Service
3/14/2016 Guarantee/Warranty Issues
3/11/2016 Problems with Product/Service
3/11/2016 Billing/Collection Issues
3/11/2016 Problems with Product/Service
3/9/2016 Problems with Product/Service
3/8/2016 Advertising/Sales Issues
3/8/2016 Problems with Product/Service
3/7/2016 Problems with Product/Service
3/4/2016 Advertising/Sales Issues
3/4/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service
3/3/2016 Billing/Collection Issues
3/3/2016 Problems with Product/Service
3/3/2016 Problems with Product/Service
3/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased tickets for ACDC paid 3062.95 for what was showed online to be lower section front seats received wrong tickets seats next to us were $86.00 Bought tickets to ACDC for lower section 21 front seats paid 3062.95 for 4 seats,according to dome seating chart provided at stubhub we were in lower front seating section A... The tickets that were delivered to us were for upper section 21 row x where others paid 86.00 per seat. Complained to stubhub and we're told the tickets we received were an upgrade,the seating chart listed on liNE was incorrect email confirnation did not match seats viewed during purchase and did not match tickets delivered.

Desired Settlement: We have copies of other tickets from concert goers in our seat section that show they paid 86.00 for tickets while we paid 3062.95 for 4 tickets..since we were seated wrong, we would like to have a refund of 2700.00 which will give stubhub 100.00 per seat for tickets instead of the 765.73 we had to pay for incorrect seating verses what we chose from online seating chart which said section A was towards front of section...we would not have paid 3062.95 for upper section seating.

Business Response: Initial Business Response /* (1000, 5, 2016/02/19) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Ms. ****** is dissatisfied with the price paid for tickets to a AC/DC. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement. All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' business. When setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?" We can understand Ms. ****** concerns stated in the complaint. However the listed ticket price was accepted when she completed the purchase on our website. The section Lower 21 Row AA were also the correct tickets that she ordered. Nowhere on the listing did it state that these tickets are the first row. Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide Ms. ****** with a refund for the purchase. As a onetime courtesy, we are willing to offer Ms. ****** a coupon valued at 50% of their purchase prices for future use on our site. Ms. ****** has accepted this offer and it has been applied to her account. This coupon is valid until 18-Feb-2016. 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, ***** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2016/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I chose to accept business response as there was no other options provided and I wanted to get at least some money back from tickets, even if it was in the form of a credit. Once we use the credited amount for yet another show we will no longer use Stub Hub, ticket mark up prices are outrageous and I would caution anyone to contact venue directly for tickets when able, or be prepared to pay over 700 for 100 dollar seats.

2/25/2016 Problems with Product/Service
2/23/2016 Problems with Product/Service
2/19/2016 Problems with Product/Service
2/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Stubhub did not deliver my check on time, then took money out of my bank account without permission, and cause me financial problems involving my bank I sold tickets using the Stubhub service. I was told I would receive my check 12 business days after the purchaser received their tickets. I did not receive my check within 12 business days. They refused to send me another check. Finally I received a check 25 business days later. At this point in time I requested a new check, they obliged. I cashed the check 1/5/15. A second check came, I did not cash it. I look in my bank account 1/15/2015 and saw Stubhub literally took money out of my account. Did they call me and ask for permission ? No. Did they call to see if I cashed the first check and not the second check ? No. Did they check their bank accounts to see if I cashed both checks ? No. They simply withdrew money from my account causing me financial hardship resulting in penalties from my bank. My bank did not ask if they could receive the money from the first check. This check was literally cashed ten days before this. I will talk to my lawyer to see if this is legal. Not only will I refuse to use their service in the future, I will let every person I know about my experience with them. Who do you think you are taking money out of someone's bank account without their consent ? I do not know the laws about slander, so I will be careful about what I say until I talk with a lawyer. I asked them to pay for the $47 bank fees and they refused to cover it. They would give me $47 of stubhub credit. No thank you, I will use **********. I advise anyone else who even thinks about using their service to sell tickets to think twice. Do you really want other people touching your bank account ? First Bank will receive a report from me as well for allowing this to happen without my consent.

Desired Settlement: There is nothing this business can do to fix this. I will contact a lawyer and see what my options are. I am definitely wanting to talk to the media about the way I was treated, my bank account was treated, and how any future seller will be treated once talking to a lawyer. Until then I can't do anything.

Business Response: Initial Business Response /* (1000, 9, 2016/01/27) */ Thank you for the opportunity to respond to Mr. ******'s BBB complaint, 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 secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.*************************** In regards to Mr. ******'s complaint, he sold 6 tickets to the Bud Light Braggin Rights - Illinois Fighting Illini vs Missouri Tigers Basketball game on December 7, 2015. The tickets were successfully delivered to his buyer on December 9, 2015 and his payment of $783.00 started processing the following day. Mr. ****** chose to be paid by check when he originally listed the tickets. A check can take 10-12 business days to process and be delivered to a seller. On January 3, 2016 Mr. ****** contacted our customer support team because he still had not received his check. At that time we offered to reissue him a new check. Our payments team canceled to the original check and reissued the payment on January 5, 2016. It appears Mr. ****** received and deposited the original check which had since been canceled and reissued. After a check has been canceled it is no longer a valid source of payment which is why his financial institution would have reversed the deposit after the funds did not clear. We truly apologize for the inconvenience and frustration this caused Mr. ******. Under the terms of our User Agreement we would not liable for any overdraft fees charged by his financial institution. However as a one-time courtesy we have agreed to send Mr. ****** an additional payment of $47.50 to cover the charges. This payment started processing on January 16, 2016 and will be delivered to Mr. ****** within 10-12 business days. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 11, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is nothing that can resolve the issue. If I have no other choice I'll sell tickets on their platform but will use all other sources first and urge others to do the same. Final Business Response /* (4000, 13, 2016/02/04) */ Thank you for the opportunity to respond to Mr. ******'s BBB rebuttal, case ********. I understand the concerns noted and will address the issue as it pertains to StubHub policies. As previously explained, Mr. ****** sold tickets on StubHub and did not receive his original payment within the typical time frame. When he contacted our customer support team we offered to cancel the original check and reissue a new one in which Mr. ****** agreed. Mr. ****** received and deposited the original check which had since been canceled and reissued. This resulted in his financial institution reversing the deposit after the check did not clear and Mr. ****** was charged overdraft fees. Under the terms of our User Agreement StubHub would not liable for any overdraft fees charged by his financial institution and no further compensation would be provided. However as a one-time courtesy we sent Mr. ****** an additional payment of $47.50 to cover the overdraft charges. Our records indicate that Mr. ****** has deposited or cashed this payment on February 1, 2016. We truly apologize for the inconvenience this experience has been for Mr. ******. However, our policies regarding this situation have been noted and we do not have anything further to add. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

2/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We were sold fake tickets to an event through Stub Hub. We ordered tickets to the Taxslayer Bowl on the day that they announced the teams (November 5, 2015). Our order number was*********. We paid $225.04 for seats in section 133, Row G. These were a Christmas present so the seats were hand picked, an option that Stubhub offers that other sites do not. The event was in Jacksonville, Florida. After we arrived at the venue from Montgomery, AL, our tickets would not scan because they were fake tickets. After the woman at the box office at the venue made us feel like we were the criminals in this situation, we called Stub Hub to fix the problem. Their website says that if this occurs, they will replace your purchase with equal or better seats. This did not happen. The tickets we received in place of the fake ones were only valued at $164. We were unable to enjoy the game because of our seats being in a worse section along with thoughts of where we should have been sitting. The entire experience was awful. The company tried to make this better by issuing us a $50 credit to their website. That amount does not even cover the difference in the cost of what we paid to the value of the tickets that they gave us in replacement. In addition, a credit to their website does us absolutely no good because we will never purchase tickets through them again. We have attempted to contact StubHub, but we have been unable to receive a response. We would like a full refund for this situation.

Desired Settlement: We would like a full refund from the business. We carefully selected these specific seats to this event on the day that the event was announced, and we were unable to sit in our purchased seats. A credit will not suffice because we will never use this source as a place to buy tickets in the future.

Business Response: Initial Business Response /* (1000, 5, 2016/01/27) */ Thank you for the opportunity to respond to ********** BBB complaint, 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 secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com***************. In reference to ********** complaint, he purchased 2 tickets to the 2016 TaxSlayer Gator Bowl on December 6, 2015 which he was unable to use because the tickets were deemed invalid by the venue. Mr. ***** contacted us while at the venue and under the terms of our FanProtect Guarantee we located him comparable replacement tickets under a new order # *********. We found the best comparable replacement tickets that we had available at that time. Due to the price difference of the new tickets Mr. ***** was issued a partial refund of $61.04 and for the inconvenience we issued an additional coupon of $50.00. We understand ********** frustration with the situation, however our Fan Protect Guarantee explains if the tickets are not valid for entry we will try locate you comparable replacement tickets at no extra cost, or a full refund or Fancode. Unfortunately, we do not offer both replacement tickets and a full refund. We truly apologize for the frustration poor experience this issue caused for Mr. *****. For the inconvenience we have offered to issue Mr. ***** an additional $50.00 refund on the purchase as a one-time courtesy. We are currently awaiting ********** response to our offer. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

2/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged for a purchase that I did not authorize. The company will not refund my money. I was charged $3130 for a purchase that I did not make on 2/7/16. I immediately contacted Stubhub when PayPal notified me of the purchase, about 5 minutes after the actual purchase on the Stubhub site. The company refused to refund my money. I expect that I will be refunded the amount in full.

Desired Settlement: I expect to be refunded $3130.

Business Response: Initial Business Response /* (1000, 5, 2016/02/11) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB 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 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. In reviewing Mr. ******'s account, he contacted us on February 2, 2016 stating that he did not make the purchase of tickets for the completed order on his account. Our Trust & Safety team was notified did a thorough investigation of the account. Due 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 results of the review. We apologize for the frustrating situation this has caused for Mr. ******. However, Mr. ****** was notified by email of the action taken to resolve this issue. If he has any further questions he can reply to that email to speak with our Trust & Safety team. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) After many phone calls with the company, the issue was resolved to my satisfaction.

2/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billing complaint I posted to sets of tickets for sale on stub hub. The website posted the seats and sections I had nothing to do with this however after the tickets were sold stubhub cancelled the sale and not only did I lose the money paid for the tickets they are trying to charge me 156.60 for cancellation. They claim because the seats were in adjacent sections but again the website posted the sections not me. I refuse to pay this since I already lost the money for selling the tickets and stubhub resold the tickets and already got resale fees.

Desired Settlement: I request those cancellation fees be waived

Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ Thank you for the opportunity to respond to Ms. ****'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller does not fulfill an order correctly after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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 Ms. ****'s complaint, she sold 6 tickets to Kick The Dust Up Tour on March 29, 2015. When Ms. **** originally listed her tickets she was prompted to enter the ticket details such as section, row and seat numbers. Ms. **** listed her tickets in section 212, row 26 without any seat numbers. Our User Agreement states, "All of the seats in your listing must be together (consecutive), unless they are piggyback seats. If you're listing 'piggyback' seats, you must select the 'Piggyback' check box when listing your tickets for sale." After the tickets were purchased Ms. **** fulfilled the order with 4 tickets in section 213, and 2 tickets in section 212. Ms. ****'s buyer contacted us on March 29, 2015 after they received their tickets to alert us that they did not receive consecutive seats. At this time we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Ms. **** was not paid for the order and she was held liable for a portion of the cost we incurred. In this case, our total cost to make it right for the buyer was $156.60. Per our User Agreement, Ms. **** would be responsible for these costs. We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Ms. **** is responsible for listing her tickets correctly and fulfilling her orders as listed. We understand that mistakes may occur. Although Ms. **** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we have made an exception in this case and issued her a 50% refund in the amount of $78.30. Given that consideration was already given in this case, the remaining charges will stand. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hmm so stub hub assumes no responsibility and takes all the profits from resale fees how interesting and convenient for the business. you need to fix the website in accordance with your policy and stop blaming sellers. Again I did not post the sections I just scanned in the tickets for sale. It was not my decision to cancel the sale or the customers so I will not pay cancellation fees. on top of that the tickets bar codes were sent out to the buyer so you disregarded the safety of my tickets . Final Business Response /* (4000, 9, 2016/01/22) */ Thank you for the opportunity to respond to Ms. ****'s BBB rebuttal, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. As previously explained, in cases where a seller does not fulfill an order correctly after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Ms. ****'s complaint, she listed 6 tickets together, however she fulfilled the order with non-consecutive seats. Our User Agreement states, "All of the seats in your listing must be together (consecutive), unless they are piggyback seats. If you're listing 'piggyback' seats, you must select the 'Piggyback' check box when listing your tickets for sale." We had to make this right with her buyer under the terms of our User Agreement which resulted in the order being canceled and Ms. **** being charged $156.60. We rely on sellers to educate themselves with the selling practices and User Agreement on our website before listing tickets. We understand that mistakes can occur and we try to educate our sellers to prevent further mistakes in the future. Although Ms. **** could have been liable for all the costs we incurred to make the issue right with the buyer, we have already made an exception in this case and reduced the fee to $78.30. At this time we are not in a position provide any further compensation for the issue. 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, *** StubHub Executive Customer Care Final Consumer Response /* (4200, 13, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are in full position to waive this fee. As stated I will not pay it since your website is not in compliance with your policies and my sale was cancelled. I gained nothing off this transaction and stub hub turned around and got resale fees from the buyer. My tickets were not protected and the barcodes were emailed to the buyer prior to cancelling the sale. I am not in agreement that stub hub can piggyback off sellers and take no risk but is more than happy to take resale fees. Waive the fee and fix your website it's the right thing to do.

2/5/2016 Problems with Product/Service | Read Complaint Details
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Complaint: They do not disclose fees, charge very high fees, charge fees for nonsense Stubhub.com charges 20% fees when purchasing tickets. Normally this would not require a complaint being registered in my opinion, however what bothers me is they do not tell you what these fees are for nor do they give you a breakdown oft he fees. Upon contact with a member of the Stubhub team (via online chat) the only thing he could tell me was that in addition to the fees they charge they charge $2.50 for shipping. $2.50 to "ship tickets via email. Upon further conversation with the agent, he told me that the cost to email something is actually $5 but stubhub eats half of it. I find that part the most discouraging and dishonest practice. It is not like a fedex package, where they have to pay shiping, it is free to email something in this day and age, so to tell me it costs $5 and they eat half of it is completely absurd. All in all i think stubhub acts in dishonest business practices and does not disclose their fees properly.

Desired Settlement: i want the business to disclose their fees, as well as lower htem. Charging 20% fees for a product i think is very high, in addition i think a compensatory or punitive resolution needs to be considered. I am sure i am not the only one with these feelings and i think something needs to be done.

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ Thank you for the opportunity to respond to Mr. ******** complaint, BBB Case ********. 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. Part of our User Agreement also explains our fees, it states "We may charge service, shipping, delivery, fulfillment or other fees for using our Services. StubHub reserves the right in its sole discretion to change Fees at any time as it deems appropriate, including after you list your tickets." When purchasing tickets on StubHub the purchase price for each ticket, or group of tickets, includes: The price of each ticket A variable service fee Any delivery or handling fees (delivery fees range from $2.00 to $5.00 per ticket, depending on the delivery method) Fees may vary, but buyer can always review the applicable fees for their order before buying their tickets. On the checkout screen the order total is shown with all of the fees included. To the right there is a "Pricing Details" links which shows the breakdown of the fees. Also all the information on pricing is available in the Customer Support section on our website or someone may contact our Customer Service team with any questions on pricing. We apologize for any confusion or frustration this has caused Mr. ******. However, we were unable to locate any orders with the information Mr. ****** provided. As stated above we provide all of the pricing information before a purchase is made to avoid any confusion. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Under "pricing details" all it says is the price of the tickets and the total of fees to be paid. That is not a breakdown of the fees. I asked the agent and he was unable to provide me an explanation for the 20% of fees stubhub charges buyers. In addition he told me that it costs stubuub $5 to email tickets but they eat half the fee for that. That fee is separate and not part of the 20% fee charged prior. Emailing tickets does not cost money, there is no postage involved and it is a downright scam Final Business Response /* (4000, 9, 2016/01/21) */ Thank you for the opportunity to respond to Mr. ******** rebuttal BBB Case ********. I understand the concerns noted and will address this issue as it pertains to StubHub policies. As previously explained, when purchasing tickets on StubHub the purchase price for each ticket or group of tickets includes the price of each ticket (which is set by the seller), a variable service fee, and a delivery or handling fee. The delivery fee Mr. ****** is concerned about is the electronic delivery fee. We charge a lower delivery fee for electronic tickets because shipping is not required, however a fee is still in place. This is due to the system we use to store and transfer electronic tickets to our buyers. This delivery fee is included in the fees section during checkout it is not a separate fee that is added later. Our User Agreement states, "We may charge service, shipping, delivery, fulfillment or other fees for using our Services (collectively referred to as 'Fees')." When placing an order on StubHub a buyer would be given the final price before confirming the order which includes the ticket price and all of the fees combined. A notice stating "Includes all applicable service, delivery, and transactional fees." is available before the order is placed. We understand Mr. ******** frustration, however the fees are displayed before placing an order. We apologize for any confusion or incorrect information that he was given. However, our policies regarding this issue have been noted and we do not have anything further to add. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance. *** StubHub Executive Customer Care

2/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was charged $1441.35 by StubHub for tickets I did not intend to purchase. I recovered all but $600 when relisting the tickets (to mitigate). I went back on the StubHub site today and tried to replicate what happened, because I never intended to order these tickets! It is difficult to try and replicate what happened without accidentally buying tickets again, so the first thing I did was to remove my PayPal account "on file" with StubHub. What I did learn is that there is no option, when you buy tickets for the first time, to checkout as a "guest". Your only option is to "Add Payment" (credit card or PayPal). Once this happens you are now subject to buying future tickets in a "one click" manner whether you want them to keep your payment information or not! Without accidentally purchasing tickets again, I can only guess at what happened. But I would like to see StubHub's screen shots of what they believe happened (they would not even discuss this with me directly on the phone). Here is my best assumption about what happened (again, without the benefit of being able to replicate what happened): 1. I bought tickets previously on StubHub, which put my PayPal information on file (they do not give you the option to check out as a guest). 2. When I was reviewing the tickets in question for the disputed transaction, I was on the first page as shown below. 3. I recall when I clicked on "Checkout" that nothing happened. So I clicked again. I believe that second click is likely what generated the email to me that indicated a final purchase of the tickets. My assumption (only a guess) is that my second click automatically registered on the next screen which automatically purchased the tickets under some One Click scenario. But I never saw that second screen. I was just trying to get the Checkout button to register and I clicked on it twice. 4. My wheel was still spinning (indicating the computer was processing) when I received an email alert on my phone stating that I had purchased these tickets. I then (in a panic) closed the window which was still "processing" and IMMEDIATELY opened a new browser window, logged into Stubhub, and opened a chat window to let them know that I did not intend to purchase the tickets. They should have a log of this discussion. 5. They told me they could not refund the tickets but that they would relist them for me. I reluctantly agreed, knowing that I planned to dispute this transaction but in an effort to mitigate damages. My only other option was to let the tickets go unused and then I would be disputing a $1441.35 transaction instead of a $600 transaction. Regardless of the details of this transaction, it is VERY obvious to me after researching this in detail on the internet, that this happens far more often than it should on the StubHub site. And as far as I can tell they have not taken any action to make it less likely to happen. They will try to tell you that because they are a "marketplace" (simply a middleman) and because the tickets are "Instant Download" that they are helpless. But nothing about their use case prevents them from having a policy like Amazon where One Click purchases can be reversed for some period of time after the purchase. They don't even pay their sellers for 5 days, so instituting some delay in the transaction or additional warning screens for large purchases would be relatively simple. The problem is they have MOTIVE to keep it the way it is because they make roughly 30% on every transaction when you combine the seller fees and the buyer fees. So in making me relist the tickets, they make roughly 30% on TWO transactions. They refunded the fees that I paid (the buyer's fee on the first transaction and the seller's fee on the second transaction) but there was still a seller's fee on the first transaction and a buyer's fee on the second transaction that they received $ on. This is why, in addition to the tickets declining in value after my transaction, that I am out $600 on the overall deal. I would like the $600 refunded. ADDITIONAL DETAILS: Case is being handled by another organization: Filed a dispute with my credit card company

Desired Settlement: I would like StubHub to refund the $600 that I lost on this transaction. I am imploring BBB to review this case, if anything so that StubHub will institute measures to prevent accidental purchases on their site. Most people likely simply relist their tickets and take the financial hit (many of whom probably mistakenly think they can sell the tickets for a higher price), and I can only guess at the astronomical amount of money that StubHub has made from people who never protest the charges. StubHub has no motivation whatsoever to fix this issue, and the only hope of it getting fixed is the threat from BBB that you will shed some light on this issue. If you research on the web, StubHub has so many complaints against them. I know they are in a tough business with lots of counterfeiting issues that they have to manage, but it is VERY obvious to me that they have a culture of poor customer service and very little regard for ethical behavior. Otherwise, just as an example, they would make it more difficult to accidentally purchase tickets on their site.

Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ Thank you for the opportunity to respond to Mr. ******'s BBB 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 *** 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. ******'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. ****** list the tickets for sale on StubHub and waived his selling fee. We also issued Mr. ****** a partial refund of $256.35 to help him price his tickets competitively in hopes they would sell quickly. Mr. ******'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. ******'s frustration with this situation. However, at this time we are not in a position to issue Mr. ****** 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, *** 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 BBB, 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 BBB 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 BBB 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, **** ****** 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. ******'s BBB 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. ******'s frustration in this situation, however under the terms of our User Agreement we would not be in a position to issue Mr. ****** 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. ******. 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, *** 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.

2/1/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I was charged almost double the price of general admission! Order No. ********* I paid $140.70 on Discover Card for 2 tickets to 98 Rockfest April 29th, 2016. The tickets i received are issued to a VIRGILIO DIAZ from ticketmaster at a price of $23.23. The general admission tickets are $29 for the same section ticket. I feel that i got scammed and that this website allows people to scam as i have contacted them and they just say they allow people to sell at whatever price they want. I also did not realize that i was purchasing a resold ticket.

Desired Settlement: full refund of ticket or atleast the difference in price as i am able to purchase the tickets in the same section for $29 or get a better seat for close to the same price.

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ Thank you for the opportunity to respond to Ms. ******** complaint, BBB Case ********. I have reviewed this matter and understand that Ms. ****** is dissatisfied with the price paid for tickets to a concert. 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*****user_agreement. All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' business. When setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?" We can understand Ms. ******** concerns stated in the complaint. However the listed ticket price was accepted when she 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 Ms. ****** with a refund for the purchase. We have already issued Ms. ****** with a coupon of $19.72. However, we are willing to offer Ms. ****** an additional coupon of $30.00 which is valued at 25% of her purchase price for future use on our site. We have emailed this offer to Ms. ******. 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, *** StubHub Executive Customer Care

1/29/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered tickets from Stub Hub on 11/21/15 (Order # XXXXXXXXX). I never received tickets and I'm being offered a Stub Hub credit - not a refund. I ordered concert tickets on 11/21/15 for the Tool/Primus concert in San Diego on January 9, 2016. I purchased 2 tickets (Section V,Row 19, Seats 1& 2) for $400.28. The tickets were my Christmas gift to my husband, along with the airfare, hotel, trasportation etc. to San Diego (we live in Sacramento). I began to worry on January 4, 2016 when my stub hub account still listed the tickets as "Eticket Upload Pending". I contacted Stub HUb customer service twice (1/4/16 and 1/8/16) to make sure everything was ok. I told the CSR on both occasions that my husband was getting on a plane and we were nervous because the tickets not in our account. Both times I was assured that there were no problems, the tickets would be there in 24 hours - they have a ticket guarantee! I received an email today - the day of the concert - telling me to login to my account to download the Etickets. I logged in and the order still said "Upload Pending". Once again, I contacted customer service. At this point the concert was going to start in an hour. My husband and his friend are in San Diego, waiting for their tickets so they can go to the concert. CSR says there's nothing they can do. No tickets available. And I'm offered a credit to my stub hub account. Not a refund. Not even an apology.

Desired Settlement: Ideally, I'd like to be reimbursed for airfare and hotel on top of the $400 I spent on the tickets. However, a full refund (NOT A CREDIT TO THE STUB HUB ACCOUNT) will be acceptable.

Business Response: Initial Business Response /* (1000, 5, 2016/01/13) */ Thank you for the opportunity to respond to Ms. ********'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace website 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 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." In reviewing this complaint, Ms. ******** purchased 2 tickets for Tool and Primus on January 9, 2016. The seller was contacted us on January 7, 2016 confirming that they would be uploading the tickets to fulfill the order. On January 9, 2016 the seller still had not fulfilled the order. We immediately attempted to locate Ms. ******** comparable replacement tickets at no additional cost to her per our FanProtect Guarantee as stated above, but unfortunately, there were no tickets available. At that point we did have to process a full refund back onto her credit card per our FanProtect Guarantee. The refund began processing on January 11, 2016 and can take 3-5 business days to be completed. We understand that this was a very poor experience for Ms. ********. As a courtesy, we also issued a coupon in the amount of $400.28 to use on our site for a future purchase. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care

1/28/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased four tickets from Stubhub.com. Tickets failed to download. Won't refund my money. Terrible Customer Service. I purchased four tickets for $192.00 total from the website called Stubhub.com on December 31st, 2015 for a New Years event going on at this place called The Mid, located in Chicago, IL. The order number that placed was XXXXXXXXX, which was then sent to my email, **************@student.elgin.edu. Once I went to try and download my tickets, the tickets failed to download for some reason. Our entire night was ruined because of this. Then the next day on January 1st, 2016, I called Stubhub.com, and told them that I would like a refund on the tickets that I purchased from your website. I talked to some Customer Service Representative, and she sent me to this guy on the Resolution Team for Stubhub.com. We talked, I told him about my situation, then he said hold on while I look into that. I waited for 10 minutes just so he could get back to me on that. Then kept having to wait over and over again for at least 5 minutes each time, so I had to wait for over 30 minutes for him to tell me what he was going to do about this situation. The Customer Service wasn't very good, you shouldn't keep your customer waiting for that long. Anyway, he told me that they had to do an investigation about the situation seeing why the tickets weren't able to download, and told me that it would take around 48 hours to complete. I waited the 48 hours, didn't hear anything back, so I decided to give them a call back. Some lady answered from stubhub.com, and told me that she didn't know why that guy told you 48 hours because the investigation lasts 7 business days. Which seems pretty ridiculous to me why one guy told me 48 hours then another lady told me 7 business days. I've told them numerous times that I want a refund for these tickets, and they won't refund my money. They have really been dragging their feet on this situation, which should not take this long. That is why I sending this complaint in hopes for a refund of my money.

Desired Settlement: The resolution that I am seeking from the business would be a refund for the $192.00 dollars I spent on these tickets that didn't download or work. I would love my money back.

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ Thank you for the opportunity to respond to Mr. *********'s complaint, BBB Case XXXXXXXX. 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 Mr. *********'s account, he placed an order for 4 Mid New Years Eve 2016 tickets on December 31, 2015. Mr. ********* contacted us on January 1, 2016, after the event took place and explained that he was unable to download the tickets which caused him to not attend the event. We explained our business model to Mr. ********* and sent the information to our technical team to review. At this time we were unable to duplicate the issue Mr. ********* experienced. We believe the problem may have been caused by the computer or device he was using to download the tickets. Under the terms of our User Agreement we would not be in a position to issue Mr. ********* a refund because the correct, valid tickets were successfully delivered to him. However, we understand Mr. ********* frustration because he was unable to attend the event. As a one-time courtesy we have issued Mr. ********* a full refund of $192.52. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

1/25/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sale was cancelled and I'm being charged for it I purchased a concert ticket and was on a payment plan until my card information was stolen. My credit union took up to a month to replace my card and the bill for my ticket had defaulted. I had the ticket up on my Stubhub account and before I could remove it, someone purchased it. I cancelled the order and gave the reason and Stubhub tried charging me over $200 in fees. I disputed that, tried talking to customer service but they were of no help. They said they were going to email me a form to dispute the charge and never sent it. Now they're trying to get a collections agency after me to pay the debt they believe I owe.

Desired Settlement: I want them to erase the debt they've attached to my account and cease contact with me. I also want them to send an email acknowledging I do not and will never owe them any amount of money.

Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ Thank you for the opportunity to respond to Ms. *****'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Ms. *****'s complaint, she sold 2 tickets to the 2015 Coachella Music Festival Pass ******* 1 on January 7, 2015. When the tickets sold a confirmation email was sent immediately notifying Ms. ***** of the sale. In the email we also provided Ms. ***** a link to 'Report an Issue' along with the following note: "Reminder: If you're unable to deliver the tickets as promised, your payment method will be charged an amount generally equal to 20% of your ticket cost." On January 7, 2015 Ms. ***** reported an issue through her account notifying us that she no longer had the tickets to fulfill the order. Since Ms. ***** was unable to fulfill the order with tickets she listed, we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Ms. ***** was not paid for the order (she did not deliver the tickets) and she was charged the 20% fee for nonfulfillment. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $226.26. Per our user agreement, Ms. ***** would be responsible for this cost. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tickets were removed from my possession because of fraud. I'm not going to pay a fee on top of having my bank account violated and losing that potential sale. Final Business Response /* (4000, 9, 2016/01/22) */ Thank you for the opportunity to respond to Ms. *****'s rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. As previously explained, in cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. On January 7, 2015 Ms. ***** sold 2 tickets to the 2015 Coachella Music Festival Pass ******* 1 and was unable to fulfill the order. We needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Ms. ***** was not paid for the order (she did not deliver the tickets) and she was charged the 20% fee for nonfulfillment. Sellers are responsible for all cost we incur to make it right with their buyers, per the User Agreement. We understand that situations out of their control can happen. Although Ms. ***** would be responsible for the cost, as a one-time courtesy we have reversed the charge of $226.66. 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, *** StubHub Executive Customer Care Final Consumer Response /* (2000, 11, 2016/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate that, thank you.

1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets to an event that were fraudulent. Stubhub offered a refund and credit. I have received no refund and can't use the credit. On Friday, December 18, 2015, I purchased two 3rd row center court tickets to the Chicago Bulls vs. Detroit Pistons basketball game via order # XXXXXXXXX. I arrive at the event only to be told my tickets were invalid. The United Center staff escorted us to will call where I was told "this account was deactivated for credit card fraud and to call stubhub." I immediately reached out to Stubhub and while on hold I was told by several staff members at the venue that this happens all the time and I should never buy from stubhub. During the call, I was connected to ******** who offered her apologies and attempted to locate replacement tickets, which she did, at the sellers expense and said I would receive my refund in 3-5 business days and my coupon was already in my account and I received an email confirming the refund and credit. The refund would take 3-5 days and the credit was to be in my account immediately. Once I got off the phone with ******** we got back in the security line only to be told the replacement tickets she sent didn't work either. At this point, I am now beyond furious, embarrassed and angry so I call stubhub again only to sit on hold for 15 plus minutes after waiting I hung up and called back a third time when I was finally connected with *****, who after another 15 minutes sent me another set of tickets which finally worked. Once in the event, the tickets albeit closer row wise were off to the side and not anywhere near the center court tickets previously purchased. While in the event I was able to see someone was sitting in the original seats I purchased. Two days later, I attempted to log into my account to see if I had my credit and I was locked out of my account. I attempted to reset my password *** did not receive a link in my email to reset it. I was then told by an agent via chat that my account was deactivated and that she would have to escalate the issue to a different department. I have written several emails to Stubhub in an attempt to obtain an answer and have not received any response or acknowledgement to my complaint.

Desired Settlement: I would like my account reinstated and my refund.

Business Response: Initial Business Response /* (1000, 5, 2016/01/07) */ Thank you for the opportunity to respond to Ms. *******' BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties. In reference to Ms. *******' complaint, she purchased 2 tickets to the Detroit Pistons at Chicago Bulls game on December 18, 2015 which she was unable to use because the tickets were deemed invalid by the venue. Ms. ******* contacted us while at the venue and under the terms of our FanProtect Guarantee we located her comparable replacement tickets. Unfortunately, those replacement tickets also were deemed as invalid and she was provided with another set of tickets which she was able to use to attend the game. Due to the inconvenience we also issued her a coupon of $104.43. We understand Ms. *******' frustration with the situation, however our Fan Protect Guarantee explains that if the tickets are not valid for entry we will try locate you comparable replacement tickets at no extra cost, or a full refund or Fancode. Unfortunately, we would not issue Ms. ******* a full refund and provide replacement tickets. However after reviewing the situation further, we can see that Ms. ******* was provided with different information which may have caused confusion. Due to the different information and the poor experience Ms. ******* had we have issued her a full refund of $522.14 as a one-time courtesy. Ms. *******' account has also been re-activated and she can sign in and use her account as normal. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The 20% penalty for cancelling an order is unfair. Stubhub has a policy of charging 20% if for whatever reason you cancel an order after it has been sold. If the order was for $10 and you cancel it, it's a $2 charge. If it's for $1000, it's a $200 charge. And yet, there's no difference in what StubHub has to do to remedy the situation. On Sat December 19, 2015, Order #XXXXXXXXX, I had to cancel my order. I was told I was being charged $118. I asked for this charged to be reconsidered under the circumstances - to which I was told I had a history of cancellations. Not true. I accepted responsibility for a 11/30 cancellation. Prior to that, I count 25 completed transaction with only one cancellation due to a misunderstanding on how to upload a PDF ticket. Bottom line, charging 20% to a regular customer that has forked over hundreds of dollars in fees over the years is egregious. It's a poor business practice. There should be a cap on how much Stubhub is allowed to charge back on a cancelled sale. I'm hopeful that by bringing light to this policy with the BBB, that Stubhub will reconsider both the decision with me as well as the practice overall.

Desired Settlement: Refund the $118 penalty charge on order #XXXXXXXXX.

Business Response: Initial Business Response /* (1000, 5, 2016/01/07) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reviewing this transaction, Mr. ******* sold 2 tickets to Golden State Warriors at New York Knicks on December 19, 2015. We received contact from Mr. ******* the following day that he did not have the tickets and the order needed to be canceled. As explained above, if an order is not fulfilled by the seller, the seller will not be paid and will be charged 20% of the price of the tickets sold. We canceled the order and Mr. ******* was charged $118.00. Mr. ******* notified us explaining that he tried to deactivate his New York Knicks listings and did not know that they were still active until this order was placed. After further investigation, it appears there was a known issue with the process of deactivating listings on our site during that timeframe. We understand that Mr. ******* is upset about the charge of $118.00. Per the terms of our User Agreement Mr. ******* would be responsible for this fee as he did not fulfill the order. However, due to the known issue we have issued Mr. ******* a full refund of $118.00. The refund can take 3-5 business days to be completed. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

1/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold tickets to a buyer, but the buyer waited for the last minute to cancel the tickets, because Stubhub does not have a buyers return policy. Sold tickets to a buyer, but they waited for the last minute to cancel the tickets, because Stubhub does not have a buyers return policy. The buyer received the tickets on XX-X-XX a week before the game starts, and they canceled their tickets on XX-X-XX the day the game starts. The reasoning was that their view was obstructed. They had a few

Desired Settlement: I am just looking to receive the amount I am selling for. The tickets I purchased were more expensive than what I was selling it for so I think that justifies for the low price.

Business Response: Initial Business Response /* (1000, 6, 2015/12/11) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Mr. *******'s complaint, the tickets in question were sold on November 26, 2015, and delivered to the buyer on December 1, 2015. Mr. *******'s buyer contacted us on December 7, 2015 because the tickets they received had limited view printed on them and it was not disclosed in the listing. We requested the buyer to send us a picture of the tickets they received and we were able to confirm the tickets had a disclosure of limited view. Since the buyer did not receive tickets that were listed correctly we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. ******* was not paid for the order and he was charged the 20% fee. Mr. ******* called in wanting to dispute the charge as he believed the buyer should not have the right to cancel on the day of the event. At that time we explained our policies and we helped him fill out a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $38.94. Per our user agreement, Mr. ******* would be responsible for this cost, but as a one-time courtesy we have reversed the 20% fee and refunded his credit card $38.94. However, because Mr. ******* did not list his tickets accurately we are not in a position to issue him payment for the sale. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 8, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still at a loss with the tickets. The Buyer Had 1 week before the event started to decide to cancel the tickets. They could've canceled them on the 1st when they received the tickets. The buyer canceled them on the day the event began. There should be some type of policy that gives the seller an insurance. Anywhere you sit in the stadium could be considered limited view. Now, I can't resell the tickets because the event has passed. I wouldn't have been able to resell the tickets because they canceled it on the day the event started. I still haven't received the tickets, so how do I know if the buyer still went to the game or not? Final Business Response /* (4000, 27, 2016/01/21) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. In regards to Mr. *******'s complaint, the order was canceled because the tickets were not listed correctly and Mr. ******* was not paid for the sale. The buyer has yet to return the tickets to Mr. ******* after we have made several attempts to contact them. We understand Mr. *******'s frustration with the order being canceled and the tickets not being returned. Since we have not been able to make any contact with the buyer or get the tickets returned, we will be paying Mr. ******* for the sale as a one-time courtesy. The payment of $175.23 will be sent to Mr. *******'s PayPal account on file and will take 3-5 business days to process. Again, we apologize for the frustration this has caused Mr. *******. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance. *** StubHub Executive Customer Care Final Consumer Response /* (2000, 29, 2016/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your time and sorry for the trouble. I was just trying to find a justification of not receiving the funds when the buyer canceled the tickets on the day the event started.

1/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Two years in a row I was issued invalid tickets for the same NFL game, which ruined everything. Two years in a row,the tickets I ordered through StubHub were rejected by the venue. The first year I went to the box office and ordered replacement tickets, resulting in unexpected costs. The second year, knowing better, we called StubHub to find out why the tickets were deemed invalid and were given alternate seats. The call took approximately 1 hour and resulted in us missing pretty much the first half of the game. I requested a full refund for my inconvenience, but was instead issued a credit, which was not even for the full purchase price. The replacement seats were not where we originally wanted to sit, which made things even worse. I emailed customer service, but have never heard anything in return. I do not ever intend on using StubHub again, and I will not recommend anyone else using them. Imagine, two years in a row looking forward to going to a NFL game with your family, which includes three boys who play youth football, only to get to the door and not be allowed to enter because the product that you bought was defective. It is humiliating and frustrating, and both times in resulted in us missing the first part of the game.

Desired Settlement: I would like a full refund returned to my credit card. I do not want a credit.

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ Thank you for the opportunity to respond to Ms. ****'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties. In reference to Ms. ****'s complaint, she purchased 4 tickets to a Tampa Bay Buccaneers at Atlanta Falcons game on November 1, 2015 which she was unable to use because the tickets were deemed invalid by the venue. Ms. **** contacted us while at the venue and under the terms of our FanProtect Guarantee we located her comparable replacement tickets under a new order # XXXXXXXXX. Also for the inconvenience we issued Ms. **** a coupon of $65.95. We understand Ms. ****'s frustration with the situation, however our Fan Protect Guarantee explains if the tickets are not valid for entry we will try locate you comparable replacement tickets at no extra cost, or a full refund or Fancode. Unfortunately, we do not offer both replacement tickets and a refund. We truly apologize for the frustration poor experience this issue caused for Ms. ****. For the inconvenience we have offered to issue Ms. **** a 50% refund on the purchase in the amount of $132.51 as a one-time courtesy. We are currently awaiting Ms. ****'s response to our offer. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) My experience warranted a full refund. Two years in a row, my tickets were deemed invalid which caused my family to the first part of the event both years. This was very frustrating and humiliating. This year my husband was standing outside of the Falcon's stadium on the phone for over an hour trying to resolve the issue and get replacement tickets. He was with three children who were excited about going in. Buying tickets from StubHub is no better than buying from a ticket scalper. When I finally spoke to ****, he referenced the StubHub Fan Protect Guarantee, told me that they fulfilled their commitment to find us replacement tickets and that it's not right for StubHub to give me free tickets, because they still have to pay the seller. Unbelievable! Pay the seller? Forget what the buyer had to go through, not to mention, I still do not know why the tickets were deemed invalid in the first place. It was also insulting for StubHub to refuse my full credit, but give me a $144 StubHub credit to use at a future event. Do they really think I would subject myself to the same debacle a third time? In closing, StubHub did not sastisfy my complaint,and my advice to anyone reading this post is to choose a different company to buy event tickets. Being told no you can not be admitted, after you bought tickets, is humiliating, frustrating, and unacceptable. StubHub Fan Protect Guarantee is inadequate and a bunch of fluff. Final Business Response /* (4000, 9, 2015/12/24) */ Thank you for the opportunity to respond to Ms. ****'s BBB rebuttal, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. As previously explained, Ms. **** purchased 4 tickets to a Tampa Bay Buccaneers at Atlanta Falcons game on November 1, 2015 which she was unable to use because the tickets were deemed invalid by the venue. We were able to locate her upgraded replacement tickets at no extra charge for her to attend the game. Also for the inconvenience we issued Ms. **** a 50% refund of $135.51 as well as a coupon of $65.95. We understand Ms. ****'s frustration with this situation, however our Fan Protect Guarantee states, if your tickets are not valid for entry we will find you comparable or better ticket to the event or offer you a full refund. Unfortunately, we do not offer both replacement tickets and a refund. As a one-time courtesy we have issued Ms. **** a 50% refund and a coupon of $65.95. At this time we will not be providing any further compensation. 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, *** StubHub Executive Customer Care Final Consumer Response /* (4200, 13, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept StubHub's resolution. It is unacceptable for my tickets to be deemed invalid two years in a row for the same event. The first year I was not even offered a refund, but rather a credit that was used to purchase tickets the second year, but because those tickets were fake as well, I ended up getting swindled by StubHub both times. My whole purpose of submitting this complaint is to allow other potential purchasers an opportunity to read my experience, and I appreciate The Better Business Bureau for allowing me to do just that. In the end, the message I want to relay is this: buyers beware when purchasing your tickets through StubHub, because there is a chance that they will not work, ruining your special moment and costing you more money than you wish.

1/15/2016 Delivery Issues | Read Complaint Details
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Complaint: I called Stub Hub to purchase tickets to the Nashville Ballet's presentation of the Nutcracker at TPAC. I told the agent i would like to go on XX-XX-XX and i would like 6 tickets. the agent said they had tickets and they were $95 each. I had no problem with that price. However, as i am printing the tickets i noticed the tickets were $37.50 each with a $2.50 facility fee. A $55 discrepancy in the price. I called Stub Hub to inquire about the $55 difference in price per ticket and I was told that the tickets I purchased were from a "Private seller" and that the seller could charge any price they wanted. I was NEVER told that I was purchasing "private seller tickets"! I was lead to believe that I was getting $95 seats and that is not the case! Product_Or_Service: Nashville Ballet tickets Order_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Refund I want to be refunded $55 per 6 tickets for a grand total of $330.00. Stub Hub sold me something completely different than what I thought I was purchasing.

Business Response: Initial Business Response /* (1000, 5, 2015/12/29) */ Thank you for the opportunity to respond to Ms. *****'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Ms. ***** is dissatisfied with the price paid for tickets to an event. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement. All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' business. When setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?" We can understand Ms. *****'s concerns stated in the complaint. However the listed ticket price was accepted when she completed the purchase. Since we paid the seller based on the listed price for the tickets, per the terms of our User Agreement, we are not in a position to provide Ms. ***** with a refund for the purchase. As a onetime courtesy, we are willing to offer Ms. ***** a coupon of $170.00 valued at 25% of her purchase price for future use on our site. We have emailed this offer to Ms. ***** and have not heard a response back yet. Thank you for the opportunity to provide specific information for this case. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care

1/14/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Stubhub will not refund nor replace tickets accidentally purchased for the wrong date, even within 15 minutes. I accidentally purchased tickets to a theatrical production of Wicked at Dallas Summer Musicals through Stubhub. I selected Thursday afternoon (which is a ridiculous and uncommon time for a showing of a play) instead of Saturday afternoon, for over $250. They would not cancel or change within 15 minutes of the accidental purchase. I've never seen or experienced this kind of ridiculously stern policy in my 50 plus years. The payment has not even been processed. All I want is to either cancel or exchange tickets. The order is # XXXXXXXXX, for a production of Wicked at the Dallas Summer Musicals, with tickets purchased through StubHub on 12/13/15.

Desired Settlement: all I want is an exchange of ticket dates.

Business Response: Initial Business Response /* (1000, 5, 2015/12/18) */ Thank you for the opportunity to respond to Mr. ********' complaint, BBB Case #XXXXXXXX. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. The Seller Policies section of our User Agreement notes rules for listing tickets. This includes a requirement for sellers to provide accurate section, row, and seat information about their tickets. In addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was made. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement. For the tickets purchased on our website by Mr. ******** for the Wicked Dallas Tickets, the seller listed the tickets correctly. Once the order was placed, all sales are final, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listing. In situations where a seller listed all information correctly and delivered tickets as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site. We understand in this case that Mr. ******** has noted that the tickets purchased were for the wrong date. We have reviewed the information provided for this ticket listing and have found that the section accurately reflects the type of tickets purchased. Also, our customer service team would have been available by phone, email or chat to assist Mr. ******** with any questions he had regarding the specific listing. However, as a courtesy, we have made an exception and issued a coupon to Mr. ******** for the full amount of his purchase. He has since purchased tickets for the correct date. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, ****** Executive Customer Care

1/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Stubhub unfairly punishes the seller in cases involving duplicate tickets. I have been a season ticket holder and selling tickets for 2 and a half seasons on Stubhub with no issues until recently. I had sold 2 valid tickets to a game on 11/27/15. I did not duplicate or sell them twice. Through no fault of my own duplicate tickets somehow were presented at the venue (confirmed by scan report), but Stubhub ruled against me despite hours of trying to research and resolve the problem with both Stubhub and the venue. I have dealt with ************************* and **** from Executive Claims Department. My interactions with them were inconsistent. The emails they provided were did not contain the same information as was discussed on the phone. The reason provided in the initial email for reason venue denied entrance was "your buyer was removed from their seats by someone with the same tickets." When talking to ******** on the phone she informed me that the buyer stated she talked to someone from Guest Relations named ******* and that they determined her tickets were invalid. This was not put in writing in the email. When I asked for advice on what additional evidence I could get from the venue, she suggested I try to talk to ******* from Guest Relations or see if she even existed or if there was any record of what happened. My Account Rep at the venue researched and stated that my tickets were valid, there was no one in Guest Relations Staff named *******, and that no one was forcibly removed from the venue. They honored the duplicate tickets and gave additional complimentary tickets to whoever it was that presented the duplicate tickets. They never said that either were invalid. It is reasonably possible that the buyer could have copied the tickets I sold them and provided them to a third party. The presence of duplicate tickets do not ultimately prove that the Seller was responsible for them. I understand there is risk and selling on a 3rd party site like Stubhub and because of this experience have pulled all remaining listings and will sell my future season tickets elsewhere. I am frustrated at the difficulty in reaching Executive claims and disagree with the way in which they resolved my issue. It is unfortunate because I do like the interface they use and the previous ease in which I could sell tickets, but do not want to risk further issues like this. The mere presence of duplicate tickets should not automatically be blamed on the Seller especially if it is a season ticket holder and it is the first issue in years of transactions.

Desired Settlement: I would like a reversal on the charge of my credit card made as resolution by Executive Claims Department.

Business Response: Initial Business Response /* (1000, 5, 2015/12/18) */ Thank you for the opportunity to respond to Mr. *********'s complaint, BBB 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. In reviewing this transaction, Mr. ********* sold 2 tickets for a Phoenix Suns game on November 27, 2015. We received contact from the buyer on the night of the game advising that they were allowed into the venue but someone else came and had the same tickets and buyer was removed from seats, venue deemed other buyer's tickets valid. We notified Mr. ********* of the reported issue on the day of the event and requested that he respond to us within 48 hours and provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement. Mr. ********* contacted us on 12/2/2016 with some of the documentation to dispute the claim, however the scan report was not provided. As we did not receive the required documentation within the 48 hour timeline, Mr. ********* was charged on 12/3/2015 to recoup his payout. On 12/6/2015, we did receive the scan report from Mr. ********* which provided information that the tickets were scanned into the venue more than once which caused the buyer to be removed from their seats. We understand that Mr. ********* is upset about the charge to recoup his payment of $214.20. However the tickets Mr. ********* provided his StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr. ********* for this order. As a courtesy, we have waived the additional charges Mr. ********* would be responsible for due to the invalid tickets being sold per our user agreement. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, ***** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The venue has and is willing to confirm in way possible that my tickets are valid. My account representative at the venue is standing by to confirm that my tickets were valid if stubhub would contact him. There is no question of validity because i am the season ticket holder and my tickets were only sold once to the stubhub buyer. It is more likely that the buyer of my tickets copied my tickets and either resold them or provided them to someone else. This situation would have the same objective facts on the scan report as is present in my case. If stubhub's position on my case is merely proving my tickets were valid. What evidence is logical to prove validity? I have already provided my season ticket receipt showing those seats belong to me for the entire year. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 10, 2015/12/24) */ Thank you for the opportunity to respond to Mr. *********'s rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. Mr. ********* contacted us on 12/2/2016 with some of the documentation to dispute the claim, however the scan report was not provided. As we did not receive the required documentation within the 48 hour timeline, Mr. ********* was charged on 12/3/2015 to recoup his payout. On 12/6/2015, we did receive the scan report from Mr. ********* which provided information that the tickets were scanned into the venue more than once which caused the buyer to be removed from their seats. We understand that Mr. ********* is upset about the charge to recoup his payment of $214.20. However the tickets Mr. ********* provided his StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr. ********* for this order. As a courtesy, we have waived the additional charges Mr. ********* would be responsible for due to the invalid tickets being sold per our user agreement. Our policies regarding this issue have been noted, we do not have anything further to add. If I can be of further assistance, please let me know. Sincerely, ***** StubHub Executive Customer Care Final Consumer Response /* (4200, 12, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the resolution because as it stands Stubhub's interpretation of the facts of this case have unfairly penalized me as a long time seller on stubhub. I legitimately sold the season tickets that I own and did not duplicate them, but Stubhub refuses to accept this. Consequently. I have deactivated the remaining listings that I have on stubhub and will sell my future season tickets on the nba ticket exchange. I hope that the $214 that stubhub would not refund me is worth the lost future revenues. Thank you BBB for at least attempting to resolve this.

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered tickets for local delivery. The company failed to deliver the tickets based on our order due to their oversights. Tickets were order at 19:00 on 12/14/15. We paid via credit card and our order number was XXXXXXXX. We called and talked with customer service at 15:00 on 12/15/15. The total cost of the purchase was $67.00. We specifically called stubhub for tickets, rather than booking online, with local delivery as the option, as we did not have the ability to print. We were on a road trip passing ******* Philadelphia. Stubhub failed to have the tickets delivered locally and sent us the downloadable version. Not what we ordered and not what we could accommodate. We called customer service and they let us know that the issues was because how late we ordered them. Shouldn't that have been brought up during the ordering process? Never the less we requested a refund, as we had no way to print tickets. We were denied a refund and told "we needed to find a way to print the tickets". Given that the issue stemmed from their issue, I don't believe it is my obligation as the consumer to rectify their failure to deliver on their commitment.

Desired Settlement: Obviously attending the game in question is not an option. We would like a full refund for our purchase. In the event that this cannot be had, we would be willing to consider a credit towards future events. We are big sports fans and will continue to seek our purchases through other vendors.

Business Response: Initial Business Response /* (1000, 5, 2015/12/24) */ Thank you for the opportunity to respond to Mr. *****'s BBB complaint, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team's standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order. By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In reviewing this complaint, Mr. ***** advised he received an order confirmation and was expected to receive tickets. With 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 account. In addition, we reviewed all sales placed on StubHub.com for the date of December 14, 2015 but we could not locate an order placed by Mr. *****. Therefore with the information available to us we believe Mr. ***** did not purchase the tickets for this event on StubHub under this account. I hope this information assists you investigating this issue. Please contact me if I can be of further assistance. Sincerely, ***** StubHub Executive Customer Care

1/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was billed $333 for an order that had to be cancelled based on StubHub's faulty site On December 17, 2015 I posted 4 tickets to the Adele concert at Oracle Arena. 2 of the tickets sold. After they sold I went to check on the remaining 2 tickets. The remaining 2 tickets did not show up on the site anywhere. I checked my current listings, sales, and I even checked the entire listings on the concert page itself. When I could not find it I thought I must have only posted 2 of the 4 tickets so I reposted the remaining 2. A couple of hours later I receive notification at the same exact time that the Original 2 plus the new 2 I listed both sold. I immediately contacted StubHub to let them know I only reposted it because it was not showing. In fact I had more tickets listed from a different concert that were also not showing and now I was too scared to even do anything with those. I was told I would have to wait and submit a request to appeal any charge as a result of needing to cancel one of the sales. The sale was cancelled and I was later charged $333! I filed an appeal which was denied with no explanation and no further recourse. I find this to be completely unfair since it was StubHub's fault for the site not working properly and failing to display the tickets I had put up for sale which led me to believe I needed to repost them. Order XXXXXXXXX

Desired Settlement: I would like the $333 I was charged for the cancellation of the sale.

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ Thank you for the opportunity to respond to Ms. ***'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Ms. ***'s complaint, the tickets in question were listed on December 17, 2015 and sold the same day. A confirmation email of the listing was sent to Ms. *** and a second email of the sale was sent immediately notifying her of the sale. In both emails sent to Ms. *** we provided the following note: "As a seller, you're responsible for delivering tickets on time and as promised. If for some reason you don't, your sale may be cancelled. If that happens, you may be charged an amount generally equal to 20% of your ticket cost and be subject to other consequences, including additional fees and suspension." Ms. *** notified us of the double sale which resulted in the cancelation of the sale. Since the buyer would not receive the tickets they ordered we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Ms. *** was not paid for the order and she was charged the 20% fee for nonfulfillment. On December 19, 2015 Ms. *** called in wanting to dispute the charge as she claimed this issue was caused by our site not showing the tickets as an active listing which prompted her to list the tickets again. At that time she was provided with a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $333.00. Per our user agreement, Ms. *** would be responsible for this cost. However as a one-time courtesy, we have made an exception and issued a full refund of $333.00 to Ms. ***'s credit card. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2016/01/12) */ Stubhub was kind enough to refund me! Thank you!!!

1/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought tickets to a San Jose Sharks Hockey Game as premium tickets based on their seat chart , and the seats have no view of the ICE. 1. I bought tickets for the San Jose Sharks - Minnesota Wild game, on 12/12/2015. I had European guests and I wanted to provide them an exceptional experience and I bought the most expensive tickets available, win the Club Section, Section 101, Row 3 (7 tickets). These are the most expensive tickets (I paid 157 USD for each - over 1200 USD). When I went to the game with my employees, we realized what a scam this is. The Row 3 (and 4 in fact) SECTION 101 are behind the team benches and the visibility to the ICE is zero. I spoke to the person from the HP Pavilion who supervises the section and he told me that many people complain about the same thing, buy these expensive tickets and they cannot see anything from the game. It is a matter of false advertising and basically is a rip-off of the customers. The San Jose Sharks should warn the ticket buyers about these, and offer discounted seats , or the best would be not to sell these because of the obstructed view. This should be stated on their seat chart that is accessible on their web site and on stub hub that shares their chart.

Desired Settlement: Partial refund of the spent money but more important that this, to be forced to explain on their seat chart in HP Pavilion that "Section 101 Row 3 and 4 have obstructed view of the ICE". It should be mandatory, because otherwise is false advertisement for the Club Section Premium Seats.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Thank you for the opportunity to respond to Mr. ****'s complaint, BBB Case XXXXXXXX. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. The Seller Policies section of our User Agreement notes rules for listing tickets. This includes a requirement for sellers to provide accurate section, row, and seat information about their tickets. In addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was made. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement. In regards to the complaint, Mr. **** purchased tickets for the Minnesota Wile at San Jose Sharks game one December 12, 2015. The seller listed the tickets correctly with the Section Sideline Club 101, row 3, seats 15-20. The seller did not list any disclosures such as obstructed or limited view because that information was not printed on the tickets. We only require our sellers to disclose the information listed on the ticket. Unfortunately, the venue does not consider these seats to be obstructed or limited view which is why they did not print that information on the tickets. Once the order was placed and the tickets were delivered to Mr. ****, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listing. We understand in this case that Mr. **** has noted that he feels the tickets should have been listed as obstructed view because he was unable to see any of the ice. However, we have reviewed the information provided for this ticket listing and have found that the tickets were listed as identified by the venue and they accurately reflects the type of tickets purchased. However due to the frustration this has caused, as a one-time courtesy, we have made an exception and issued a coupon to Mr. **** for the fees on the transaction in the amount of $160.00. The coupon will be valid for one year and may be applied to future purchases on our site. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care Complaint Response Date bumped because: Holiday

1/8/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sold 2 tickets to Game 3 of the 2015 World Series prior to the October 30 event.I checked off that I wanted direct payment and not through Pay Pal. My Stub Hub Order# is XXXXXXXXX and my Pay Pal Ref# was 98HXXXXXXXXXXXXXG.Against my wishes,STUB HUB made a payment to Pay Pal.I received a notice from Pay Pal.I initiated an online chat with ******* B of STUB HUB on 11/2 after receiving an email from STUB HUB on 11/1 stating they could not deliver payment to me.I told her I did not want to go through Pay Pal due to problems I experienced in the past.I offered direct deposit and ******* B explained that he had to either cut a check or go thru Pay Pal.He reviewed my information and promised a check to me at my home address in 8-12 working days.On 11/23, after not receiving payment,I resumed the online chat with a********* M who apologized and alleged a check went out on 11/16 and I would have to wait 8-12 working days.On 12/4,I spoke live to ******* who alleged that a they had sent out a check on 11/16 and said I should get it that day, 12/7 at the latest.On 12/7, having not received it,I resumed an online chat in the evening with *********** H who apologized again.He said he had to stop payment and issue a check that I would receive in 8-12 business days.I said I had already waited longer than that and demanded that he either FED EX the new check or make a direct deposit.He said he could not do either but he promised to stay on top of it.I changed the mailing address to my work address. He said he would expedite.As of today, 12/14, I still have not received payment, more than 45 days after the event.

Desired Settlement: I want them to make an exception and either FED EX the check to my work address, c/o I.*************************************************** XXXXX or make a direct deposit into my checking account.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. In reference to Mr. *******'s complaint, he sold 2 tickets to World Series Tickets: Kansas City Royals at New York Mets on October 27, 2015 and successfully delivered the tickets to his buyer the same day. When Mr. ******* originally created his listing he had selected to be paid by PayPal and his payment of $1,251.00 started processing to PayPal the following business day, October 28, 2015. Typically payments issued to PayPal take 5 business days to complete, however due to an issue with Mr. *******'s PayPal account the payment failed and was returned to StubHub. Our payments team then reissued the payment by check on November 3, 2015. Mr. ******* contacted us and claimed that he still had not received the check, our payments team then stopped payment on the check and reissued it on December 16, 2015. Our records show the check was mailed out on December 17, 2015. Typically checks can take 8-12 business days to process and be delivered. We sincerely apologize for the delays Mr. ******* has experienced. He should receive the check by January 4, 2016 at the latest. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Complaint Response Date bumped because: Holiday

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 NHL tickets "Los Angeles Kings at Calgary Flames at Calgary, Alberta for $215.58. My mastercard was charged $289.75. On December 6, 2015 I purchased 2 NHL tickets "Los Angeles Kings at Calgary Flames at Calgary, Alberta for $215.58. My mastercard was charged $289.75 for an over charge of $73.59. I also purchased 2 more tickets at the same time (Dec 6/15) for a total charge of $285.50 and my mastercard was charged $383.36. Stubhub over charged me $97.56. The 2 separate e-mails from stubhub I received confirms the agreed prices that I purchased the 2 sets of tickets but does not clarify why I was charged more than what I agreed to pay. I contacted stub hub and they advised that there was $5.00 download cost and $50.00 buyer fee which still doesn't account for the overage paid. All of these costs should be made aware upfront to the buyer when I agree to pay.

Desired Settlement: As a buyer I want to know exactly what I am paying for when I agree to pay a certain amount. I should not be charged more than what I agreed to pay. If the business is not upfront with all the charges then they need to be instructed to do so. They should list exactly what the tickets price is, charge to download tickets. The buyer should not have an additional "buyer fee". The seller of the ticket should assume this additional cost if they want to sell the ticket.

Business Response: Initial Business Response /* (1000, 5, 2015/12/10) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Ms. ****** is dissatisfied with the price paid for tickets to a Canadian event on our website. 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. All prices are listed in US Dollars and are non-negotiable. All potential buyers will see 'USD' after prices on StubHub; this is visible from the Tickets Details page through checkout and denotes for the buyer that the prices shown are in United States Dollars. Once a buyer places an order on our website in US Dollars, the order converts to their respective currency when processed through their bank or financial institution. StubHub is not responsible for any financial charges or exchange fees for purchases made from credit or bank accounts from outside the United States. In reviewing Ms. ******'s complaint, she stated she was charged more than the agreed amount that was shown during checkout. This is because Ms. ****** was seeing the total in US Dollars. When the charge was taken from her credit card it was converted in to Canadian Dollars and included the current exchange rate for that day. StubHub takes multiples steps to ensure our customers are aware that tickets listed and sold on our website are in US Dollars before an order is placed. For instance, when on our StubHub.ca website, Ms. ****** would have received a pop up notification notice stating the following: "Thanks for stopping by StubHub.ca! All prices are in US dollars. If you're unsure how much your tickets cost in Canadian dollars or how much to list your tickets for, you can use any exchange rate calculator to check." In addition, on every page of the checkout process, as we previously stated, we disclose the currency being charged for the tickets is in USD or US Dollars, which Ms. ****** accepted when she 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 Ms. ****** with a refund for the difference in exchange rates. 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, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) What I would like is honesty and the fact of the matter is I have two e-mails that confirm what I agreed to pay. If you take in to account the US dollar conversion it still does not add up? Therefore I want it laid out for every single every person that utilizes the service. The tickets are worth this much, you will be charge this much for conversion rate, you will also be charged this much for a buyer fee and a download electronic fee. This for me would be a middle ground as it is law at the end of the day what I agreed to when I hit the "button" is all I am agreeing to. If Stubhub wants to hide the true costs the law does not allow for it. Final Business Response /* (4000, 9, 2015/12/16) */ Thank you for the opportunity to respond to Ms. ******'s rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. 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 previously explained, all prices on StubHub are listed in US Dollars and are non-negotiable. All potential buyers will see 'USD' after prices on StubHub; this is visible from the Tickets Details page through checkout and denotes for the buyer that the prices shown are in United States Dollars. Once a buyer places an order on our website in US Dollars, the order converts to their respective currency when processed through their bank or financial institution. StubHub is not responsible for any financial charges or exchange fees for purchases made from credit or bank accounts from outside the United States. In regards to Ms. Monlina's complaint, the price she was shown during checkout did include the buyer and delivery fee and was the final total. The price she agreed to pay was $215.58 USD. The difference in price that she is seeing is due to the currency conversion rate for that day or exchange fees that may have been charged by her credit or bank accounts. StubHub does not disclose the final total with the currency conversion rate because the rates are continually changing. This is why all prices are set in United States Dollar and noted clearly before checkout. We apologize for the frustrating experience this caused for Ms. ******, however 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. *** StubHub Executive Customer Care Final Consumer Response /* (4200, 11, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Canadian/US trade agreement laws are clear and when operating an international website the Directors are responsible for working within those laws and regulations. Having said that, I am again stating the following: 1) I purchased 2 tickets on December 7, 2015 which the Canadian dollar was at $0.7402 which would make the US dollar worth $1.2598. As a result the $215.58 US price that I agreed to pay would cost me in Canadian dollars $272.0916. However my credit card was charged $289.75 which means I was overcharged $17.6584. 2) Again, I purchased another 2 tickets on December 7, 2015 which the Canadian dollar was at $0.7402 which would make the US dollar worth $1.2598. As a result the ticket price in US was $285.50 US which would cost me in Canadian dollars $359.6729. However my credit card was charged $383.36 which means I was overcharged $23.6871. 3) According to Stubhub's statement the credit card overcharged me? Which is impossible as Stubhub is the merchant requesting the funds and receiving the funds. Credit card companies charge the interest for the transaction only which is clearly shown on statement. Stubhub is required by law to show final cost to the buyer which in my case it has not in compliance.

1/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After many hiccups I sold 4 tickets on stubhub,they were delivered to the buyer and I day later the sale was canceled,I lost over $500 because of this I won 4 tickets for a hockey game in NY for January 3rd from my workplace. I decided to skip the event and sell the tickets instead. I asked my friends if they would be interested to buy and they recommended stubhub instead as an easy way to resell tickets. I listed the tickets on stubhub for a total of 503.96 (the stubhub fee was $56 order #XXXXXXXXX) and upon further internet browsing I listed them on ticketsnow , the official ticket exchange website. The listing on ticketsnow was extremely easy you just input the barcodes and you are all set. If they sell - they get reissued for the buyer so you never have any problems after the sale. Unfortunately the tickets sold first on stubhub on 12/30/15, I immediately withdrew them from ticketsnow to avoid any issues. Stubhub requires the seller to upload the tickets or mail the tickets within 24 hours. I chose to upload the tickets since I also had the pdf copies that my workplace provided. I tried to upload the tickets through their website and after many unsuccessful attempts I contacted their customer service through chat. The person from their customer service team advised me to compress the files through a website called foxutils. I did exactly that and I was able to upload the tickets and that proved to be the issue, or so I thought. I immediately got an email from them stating that the tickets were sold and they were delivered to the buyer. Next day 12/31/15 New Year's Eve I get a call from one of the managers letting me now that there is a problem with the tickets I uploaded, they believe the tickets are invalid and that they are scanned copies of the actual tickets, they are waiting till the end of the day for me to try to call ticketmaster and ask them to email me the pdf files and re-upload them again. Since I wasn't the original buyer I was unable to do so but I tried my best to talk to the person at work that offered me the pdf files and the tickets. I wasn't able to see her since it was New Year's Eve and I knew she wouldn't be there New Year's Day. I went home and I looked at the pdf files really close and I realized that the compressed files degraded the barcode quality therefore that was the reason for them to cancel the sale, or so I thought. I then re-uploaded the tickets again around 8pm New Year's Eve through their email. I contacted them immediately and told them, the customer service lady told me I will be contacted once someone reviews them, here I am celebrating the New Year's and thinking about stubhub. I got an email next day stating that they are still not accepting the tickets. I called again customer service on New Years Day and tried to figure out why they keep denying those tickets. She told me that they will cancel the sale and that they already got replacement tickets for the seller but I will be charged a 20% fee since I wasn't able to deliver the tickets. I told her I did deliver the tickets and I'm not sure why they keep denying them but she assured me that after I get charged the 20% I can call customer service and dispute the charge since this is my first time sale and it's New Years, she told me that the payment department is very lenient in this case and will probably approve my request since they had enough time to find replacement tickets for the buyer. Well they didn't. I tried my best to solve this issue, they were valid tickets, they were printed tickets they weren't those hard copy tickets that you can definitely tell if they are scanned. I lost the chance of making $503.96 for these tickets, they charged me $111.99 on top of that and charged my card $503.96, then they paid me $503.96 on paypal further increasing the fee by~3% that Paypal charges. After a couple days they told me that they are refunding 25% of the fee and that basically I should be lucky that I wasn't charged the full price of the tickets as well.

Desired Settlement: I am seeking a full refund with the remaining $83.99 charged back to my credit card. You delivered my tickets to the buyer making the barcode visible to him, he might have used those tickets and it would have been impossible for me to retrieve the money. I compressed the files at your request. The actual pdf files didn't have any issues with the barcode. This was my first sale and it is surprising to me that you deliver the tickets before actually checking them. It is also a bad practice to offer to sell the tickets first and upload the tickets later. Instead of letting the customer check the tickets why not check them first and then approve them to be delivered to the buyer.

Business Response: Final Consumer Response /* (2000, 6, 2016/01/07) */ Case resolved, they refunded in full. Thank you so much for your help and thank you stubhub for doing the right thing. Take care, ******.

1/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They did not want refund cancellation fees unfairly charged to my card. Fees were incurred when tickets were double listed because of their app. I wanted to list a pair of concert tickets for sale on Stubhub on Friday 12/11. using their mobile app on my phone. I was successfully able to list the pair of tickets. Five minutes after posting the pair of tickets on Stubhub, I wanted to edit the price of the listing by using the mobile app. I was able to edit the price, by clicking the back button on the app. It was not until after receiving two sale confirmations that I realized an additional listing was created when I edited the price of my listing. I immediately informed Stubhub, after I received two sale confirmations via e-mail , that the extra sale was a mistake. My intention was NOT to list the tickets twice. Now, because the same tickets were listed twice and sold twice, I, of course, would not be able to fulfill one of the two orders. Stubhub went ahead and charged me 20% on 12/12 for unable to fulfill a sale, resulting in this charge for $120. I feel this charge is unjustified because I did not realize editing the price on the mobile app would cause the seats to be posted a second time. I really thought I was editing the ticket price for my original listing. Had I known editing the price on the mobile app would have created a second listing, I would have immediately deleted one listing to avoid not being able to fulfill a sale to Stubhub. Furthermore, if the app prevented me from clicking back and list tickets, I would have been able to post the tickets twice.

Desired Settlement: Full refund of fees that were charged to my Mastercard in the amount of $120.

Business Response: Initial Business Response /* (1000, 6, 2015/12/24) */ Thank you for the opportunity to respond to Mr. ****'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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 Mr. ****'s complaint, Mr. **** contacted us explaining he was unable to fulfill one of his sales. Since Mr. **** was not able to deliver tickets to his buyer as listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. **** was not paid for the order (he did not deliver the tickets) and he was held liable for a portion of the costs we incurred. In this case, our total cost to make it right for the buyer was $120.00. Per our User Agreement, Mr. **** would be responsible for these costs. However, as a one-time courtesy, we have refunded $120.00 in charges that had been submitted to Mr. ****'s credit card on file. We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. **** is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although Mr. **** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, as a courtesy we waived all fees for this order. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, ***** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 8, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Stubhub promptly contacted me and offered me a refund.

1/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I inadvertently purchased tickets on this site after receiving a promotional email from them. They refuse to cancel an order I made clear I don't want I have an account with Stubhub which is linked to a valid credit card and Paypal. I received an email from Stubhub on December 15 advertising 10% off of New York Islanders tickets for certain dates. There was a link in the email. I clicked the link and was brought to the Islanders section on their site. I attempted to do some research regarding which game I might like to buy, and what the prices would be. I selected four seats to a particular game, and then went to price them by hitting a button called Buy Tickets. In the past there was a page that would come up after hitting a b button like that with a breakdown in price, followed by a payments options page, followed by a delivery options page, followed by a confirmation page, which essentially says "Are you sure you want this, please confirm." None of this happened. I immediately purchased the tickets, and Paypal was charged $375.55. I was never given the option to choose different tickets, select a payment, enter the promotional code, or confirm my purchase. It was not my intention to buy these tickets at this time. I have purchase tickets online to hundreds of events, and never, ever is a purchase like this completed with two clicks of a mouse. I called Stubhub immediately, explained what happened, and asked them to cancel the purchase. They refused. The best they could do was refund me the 10% discount which they promised in their email and did to apply until I called with this problem.

Desired Settlement: Stubhub refunded the 10% discounts off of the purchase. I do not want the tickets. I want a full refund.

Business Response: Initial Business Response /* (4000, 8, 2015/12/23) */ Thank you for the opportunity to respond to Mr. *******'s rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings 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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. 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 *** 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 regards to Mr. *******'s complaint, he purchased 4 tickets to Dallas Stars at New York Islanders game on December 15, 2015. He contacted us immediately after the purchase was made and explained that he was only trying to look at the final price but the purchase went through. Our Customer Service team explained our policies as stated in the User Agreement, and informed him that we cannot cancel an order once it is placed. We offered to help Mr. ******* list the tickets for sale on StubHub to help recoup his money and offered to waive the selling fees if his tickets were to sell on StubHub. We truly apologize for the inconvenience this issue has caused Mr. *******. He has since notified us that he was able to sell the tickets to get his money back. At this time we will not be issuing a refund or any further compensation on this order. Our policies regarding this issue have been noted and we do not have anything further to add. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Complaint Response Date bumped because: Holiday Final Consumer Response /* (3000, 6, 2015/12/17) */ I have since been able to re-sell the tickets at no financial loss or gain to me. I do not need them to refund my money at this time, but I do think their practices are deceptive.

1/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets and when trying to enter the venue, I was told the tickets were inavild. I was told by box office they were fraudulent. I purchased tickets for the weeknd concert on 12/8. order #XXXXXXXXX section 225 row 13 seat 5 and 6. when going to get tickets scanned I was told they were both invalid and directed to the box office. upon arrival there I was told I was the 3rd person to be trying this same tickets and to contact stub hub for new tickets. this is a sold out event and was left with no way of entry and out of money for parking, gas, time, etc. spoke with ***** from stub hub in which I have the conversation thread saved she was not helpful in making this right and gave me every excuse in the book and basically told me if I want to see the weeknd I should buy new tickets from them. same thing no guarantee that these will work either. I feel like new tickets should have been compensated at the original sellers expense instead of stub hub penalizing the customer and pocketing the money. how is that a good business practice. no matter what they make money and the consumer loses out?

Desired Settlement: I would like new tickets compensated to see this artist or another.

Business Response: Initial Business Response /* (1000, 5, 2015/12/15) */ Thank you for the opportunity to respond to Ms. *******'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties. In reference to Ms. *******'s complaint, she purchased 2 tickets to The Weeknd on December 8, 2015 which she was unable to use because the tickets were deemed invalid by the venue. Ms. ******* contacted us while at the venue and under the terms of our FanProtect Guarantee we attempted to locate her comparable replacement tickets. Unfortunately, there were no tickets available and we had to issue Ms. ******* a full refund of $248.24. Also for the inconvenience we issued Ms. ******* a coupon of $100.00. We understand Ms. *******'s frustration with the situation, however our Fan Protect Guarantee explains that if the tickets are not valid for entry we will try locate you comparable replacement tickets at no extra cost, or a full refund or Fancode. Unfortunately, we would not cover the cost of new tickets as we already issued Ms. ******* a full refund and an additional coupon of $100.00. At this time we are unable to provide any further compensation. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not issued any type of coupon for a next purchase. 11:33 am on 12/16/2015 nothing issued. Final Business Response /* (4000, 9, 2015/12/23) */ Thank you for the opportunity to respond to Ms. *******'s BBB rebuttal, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. In reference to Ms. *******'s complaint, she purchased 2 tickets to The Weeknd on December 8, 2015 which she was unable to use because the tickets were deemed invalid by the venue. Under the terms of our FanProtect Guarantee we attempted to locate her comparable replacement tickets. Unfortunately, there were no tickets available and we had to issue Ms. ******* a full refund of $248.24. Also for the inconvenience we issued Ms. ******* a coupon of $100.00. The coupon was issued to Ms. *******'s account on December 15, 2015. It was then used by Ms. ******* on December 18, 2015. We apologize for any confusion Ms. ******* had with locating or using the coupon that was issued to the account. Our Customer Service is available by phone, email or chat to help with any questions Ms. ******* has. Our policies regarding this issue have been noted and we do not have anything further to add. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Complaint Response Date bumped because: Holiday

1/4/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Tickets were sold on my behalf, but i was never paid in the time frame as outlined by StubHub Sold tickets via the StubHub site, transaction date of December 2, 2015. Was told payment would be made to me in 3 to 5 business days. It was not made in that timeframe, per the terms of my agreement with StubHub. I would like to know when I will receive my payment. So StubHub holds on to the money, makes interest on it, and then, when they so decide to "push it through", I will get paid. This is not acceptable.

Desired Settlement: Pay me

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Thank you for the opportunity to respond to Ms. **********'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. In reference to Ms. **********'s complaint, she sold 2 tickets to the 2015 Big Ten Championship on December 2, 2015 and successfully delivered the tickets to her buyer the same day. Her payment of $360.00 started processing the following business day December 3, 2015. Typically payments issued to PayPal take 5 business days to complete, however due to an issue with our system Ms. **********'s payment has been delayed. Our payments team is working to resolve all delayed payments as quickly as possible. Due to the delay and inconvenience this has caused, we have waived the 10% sell fee on Ms. **********'s order and she will be receiving an additional payment of $40.00 which was originally deducted from her payout. We sincerely apologize for the delays Ms. ********** has experienced, however we are working to resolve the issue as soon as possible. Once the payments are successfully deposited into Ms. **********'s PayPal account she will be notified by email. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care

1/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was an unauthorized purchase through stubhub. I filed a dispute with stub hub on November 11th and no one had gotten back to me There was almost unauthorized purchase to the Bears vs chargers game. When I noticed, I contacted stubhub immediately and filed a dispute. As of November 11th, no one has followed up with me regarding the dispute

Desired Settlement: A refund, credit, or how ever these situations are handled

Business Response: Initial Business Response /* (1000, 5, 2015/12/11) */ Thank you for the opportunity to respond to Mr. ******' complaint, BBB 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 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. Per our User Agreement, it I 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. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete. In reviewing Mr. ******' account, he contacted us on November 11, 2015 stating that he did not make the purchase of tickets for the completed order on his account. Our Trust & Safety team reviewed the order and account information, the credit card used was added to the account the same day the purchase was made and links to Mr. ******'. In order for a purchase to be successfully completed the credit cards security code must be entered. Based on this review, our Trust & Safety team determined that this was a valid purchase. A representative from the team left a voice message for Mr. Flroes at the number he provided advising the purchase was valid. Since this was a valid purchase and the event has passed, we cannot provide a refund to Mr. ****** per the terms of our User Agreement. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) my personal information was compromised. I was never in sandiego Final Business Response /* (4000, 9, 2015/12/22) */ Thank you for the opportunity to respond to Mr. ******' rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. Per our User Agreement, it I 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. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete. As previously explained, Mr. ****** contacted us on November 11, 2015 stating that he did not place the order for the related tickets. Our Trust & Safety team reviewed the order and account information and they determined that the device ID associated with the purchase is the same device used to make purchases on Mr. ******' account in the past which are not being disputed. Based on this review, our Trust & Safety team determined that this was a valid purchase. Since this was a valid purchase and the event has passed, we cannot provide a refund to Mr. ****** per the terms of our User Agreement. Our policies regarding this issue have been noted, we do not have anything further to add. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Complaint Response Date bumped because: Holiday

12/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold 2 tickets with Stubhub for $698.00. Tickets were delivered to buyer but Stubhub will not pay me the $628.20 they owe me. Order #XXXXXXXXX. Stubhub website promises payment within 3-5 business days from date of delivery when payment goes through PayPal. Ticket delivery was confirmed on December 1st. It is now 6 days since delivery, and Stubhub refuses to pay me the money they owe me. They blame PayPal, but I called PayPal and was told my account was in excellent standing and there should have been no problem with payment. I have been ripped off by StubHub and want my entire sales price of $698.00 paid immediately.

Desired Settlement: Payment of entire amount owed, plus 10% service fee taken from tickets as penalty for failure to abide by their own payment policy.

Business Response: Initial Business Response /* (1000, 5, 2015/12/15) */ Thank you for the opportunity to respond to Mr. ********'s complaint, BBB Case XXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. In reference to Mr. ********'s complaint, he sold 2 tickets to The Avett Brothers on November 28, 2015 and successfully delivered the tickets to his buyer on December 1, 2015 at 7:13PM. His payment of $628.20 started processing the following business day, December 2, 2015. Typically payments issued to PayPal take 5 business days to complete, however due to an issue with our system Mr. ********'s payment has been delayed. Our payments team is working to resolve all delayed payments as quickly as possible. Due to the delay and inconvenience this has caused, we have waived the 10% sell fee on Mr. ********'s order and he will be receiving an additional payment of $69.80 which was originally deducted from his payout. We sincerely apologize for the delays Mr. ******** has experienced, however he will be receiving a full payout of $698.00 for the sale. At this time we will not be able to provide any further compensation for the issue. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged for tickets I had never intended to buy. I was charged through an outdated paypal account that I was trying to change. I was looking at Washington Wizards tickets. I added 2 tickets to my cart to see what the price would be after fees and taxes. I then realized my paypal account was outdated and needed to be updated. At this time I tried to update it, and the website processed a payment through paypal for the tickets I had in my cart. I had no intention of buying the tickets and never put in my paypal password ** verify the purchase. I immediately chatted with a customer representative for the company to ask that the transaction be cancelled. They refused to do so, only offering to wave the selling fee should I try to resell them. I do not want these tickets nor do I want to resell them. ADDITIONAL DETAILS: Case is being handled by another organization: Paypal

Desired Settlement: I want a refund for the tickets and cancellation of the order (the tickets have not yet been delivered).

Business Response: Initial Business Response /* (1000, 5, 2015/12/08) */ Thank you for the opportunity to respond to Ms. *******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings 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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. 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 *** 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 this complaint, Ms. ******* purchased 2 tickets for a Dallas Mavericks at Washington Wizards game on December 6, 2015. Ms. ******* contacted us after the purchase was made and advised she did not mean to place the order and requested a refund. We explained our policies and that the order cannot be canceled after it is purchased. As a courtesy we offered to help Ms. ******* list her tickets for sale on StubHub to recoup her money. However Ms. ******* chose not to list her tickets for sale. While we understand that Ms. ******* did not mean to place the order, under the terms of our User Agreement noted above we are not in a position to issue a refund for this purchase. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold tickets on Nov. 30 delivered tickets right away. Was expecting payment by Dec 5. Concert has came and went now 13th and no payment Worst company ever. I sold tickets on Nov. 30 delivered tickets right away. Was expecting payment by Dec 5. Concert has came and went and they were able to enjoy the show. Now here I am on December 13 and no payment. I called Dec 11 was told should have paid on the 10th. Then they told me by the end of the day on the 11th. Now its the 13th and still nothing. Called again was told they were having issues with their payment processing system and should be by the end of this week. This is unacceptable and not my problem. Why do you expect me to provide my tickets right away only to be stuck with no payment? I feel we should be compensated for this issue. I will never sell tickets through this company again. All the reps can say is I am sorry please bare with us longer.

Desired Settlement: I would like my payment and also some kind of compenation for the time that they are taking. It is not good business practice to promise a time frame and not deliver.

Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. In reference to Mr. ******'s complaint, he sold 2 tickets to The Big Ticket with Twenty One Pilots concert on November 30, 2015 and successfully delivered the tickets to his buyer on December 2, 2015 at 5:28 PM. His payment of $99.00 started processing the following business day, December 3, 2015. Typically payments issued to PayPal take 5 business days to complete, however due to an issue with our system Mr. ******'s payment had been delayed. Our payments team has been working to resolve all delayed payments as quickly as possible. Due to the delay and inconvenience this has caused, we have waived the 10% sell fee on Mr. ******'s order and he will be receiving an additional payment of $11.00 which was originally deducted from his payout. We sincerely apologize for the delays Mr. ****** has experienced, however our records indicate that he received his payment of $99.00 to his PayPal account on December 16, 2015. The additional payment of $11.00 is currently processing and will be delivered into Mr. ******'s PayPal account in 5 business days. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Im ok with this.Getting the fee back helps.

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought tickets for reasonable price allowed seller to cancel to sell them for more XXXXXXXXX I purchased tickets to Bieber for my cousins daughter who was excited, as we had arranged for her to come here to see him from the UK. The next day the tickets were cancelled because the seller changed their mind and they resisted them on the site for several hundred dollars more. I was compensated a small amount but I feel the tickets should be replaced since stub hub decided to forgive the contract on my behalf. The tickets should be replaced. It is important for a site like stubhub to make sellers enforce heir agreements, I will never trust them again.

Desired Settlement: Comparable tickets

Business Response: Initial Business Response /* (1000, 5, 2015/12/02) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings 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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In reviewing this complaint, Ms. ****** purchased 2 tickets to Justin Bieber for $33.00 each. The seller of the order contacted us to advise the tickets were listed incorrectly. We immediately took action and attempted to locate comparable replacement tickets for Ms. ****** at no additional cost to her per our FanProtect Guarantee as stated above, but unfortunately, there were no comparable tickets available. Please keep in mind when it comes to comparable replacement tickets they are determined by StubHub in its sole discretion based on cost, quality, availability and other factors, per the terms of our User Agreement. While we understand Ms. ****** is requesting replacement tickets for this order, we were unable to accommodate this request which is why we processed a full refund back to her credit card and an additional 50% coupon in the amount of $43.86 to use on our site for a future purchase. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

12/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: got an email confirmation that i bought tickets and i never did. Within minutes i called and asked to remove charge they said no got an email confirmation that i bought tickets and i never did. Within minutes i called and asked to remove charge they said no and if i attempted to contact paypal about it they would cancel my account ADDITIONAL DETAILS: Case is being handled by another organization: Paypal

Desired Settlement: i want my money back

Business Response: Initial Business Response /* (1000, 5, 2015/12/01) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings 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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In reviewing this complaint, Mr. ***** purchased 3 tickets to a Detroit Pistons at Brooklyn Nets game on November 29, 2015. Mr. ***** contacted us to advise that he was just looking at the tickets and the purchase went through in error. We reviewed the purchase and we were able to confirm that the ticket details were reviewed and confirmed in the checkout process as normal and no site error occurred. We informed Mr. ***** that we are unable to cancel an order once it is placed. Under the terms or our User Agreement it 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 offered to help Mr. ***** list his tickets for sale on StubHub and waived his selling fees. He was able to list the tickets but unfortunately they did not sell before the event started and the listing expired. While we understand Mr. *****'s frustration with this situation we are unable to issue a refund due to the terms of our User Agreement stated above. However, as a one-time courtesy we can offer him a coupon for what he paid in the amount of $200.13. This offer was emailed to Mr. ***** and we are still awaiting his response. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

12/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sold tickets and was told I would have payment for them in 5 business days via PayPal. It is now two weeks later and they just keep giving me excuses. They will not pay me. I will seek legal help for this. This company is fraud. There is no excuse. They had payment two weeks ago for these tickets, yet I cannot get paid. There is nothing wrong with my PayPal account, that's for sure, as I use it daily for other companies. This company is a total scam and everyone should stick to eBay or selling the tickets in other ways, because they WILL NEVER PAY YOU. I have now lost the tickets and I am out both what I paid and what someone else paid.

Desired Settlement: I want to be paid, I want the interest they are stealing from hanging onto the money, and I want them to pay me NOW.

Business Response: Initial Business Response /* (1000, 5, 2015/12/16) */ Thank you for the opportunity to respond to Ms. *****'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. In reference to Ms. *****'s complaint, she sold 2 tickets to Ballet Boston presents The Nutcracker Boston on November 30, 2015 and successfully delivered the tickets to her buyer on December 1, 2015 at 7:09PM. Her payment of $117.00 started processing the following business day December 2, 2015. Typically payments issued to PayPal take 5 business days to complete, however due to an issue with our system Ms. *****'s payment had been delayed. Our payments team is working to resolve all delayed payments as quickly as possible. Due to the delay and inconvenience this has caused, we have waived the 10% sell fee on Ms. *****'s order and she will be receiving an additional payment of $13.00 which was originally deducted from her payout. We sincerely apologize for the delays Ms. ***** has experienced, however our records indicate that on December 13, 2015 Ms. ***** received both payments of $117.00 and $13.00 to her PayPal account. We contacted Ms. ***** by email and provided her the reference numbers to the payments. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They still took twice as long as their guarantee, which is unacceptable and I strongly recommend everyone stay away from this company. They scam people and hang onto your money so they can make more profit, which is unethical and downright tacky. Terrible customer service, terrible business as a whole, and a complete nightmare of an experience.

12/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Payment has not been received as promised and Stubhub.com cannot tell me when I will get my payment. Order XXXXXXXXX. Payment is supposed to be received by Paypal no more than 5 business days after the buyer receives their tickets. My buyer received their tickets for the SEC Championship game on December 3rd. stubhub.com cannot tell me when i will get paid just that my payment is processing. It has been processing for over 8 days now.

Desired Settlement: I want stubhub.com to pay me immediately the $529.20 they owe me.

Business Response: Final Consumer Response /* (2000, 6, 2015/12/15) */ Issue has been resolved. Please cancel complaint.

12/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sold tickets with private party through stub hub and stub hub is failing to return money to me. I listed 2 tickets to El Vy concert in Minneapolis, MN which were purchased on 11/20/15 - with total purchase price (minus collected fees) of $42.30 to be returned to me. I received email on 11/26 stating " the following payments to you failed and were returned to StubHub" I called Stub on 11/26 and they stated they would re-issue my payment. I, again, on 11/28 received similar email stating "the following payments to you failed and were returned to StubHub" I again called StubHub at the provided number in the email and they failed to resolve the problem -- stating they would re-issue the payment - which they had done already and it failed a second time. At this juncture, they owe me $42.30 and are failing to make any attempts at resolving the issue at this time. While on phone during 2nd encounter (on 11/28), I requested to talk to a supervisor - in which I was told that there was "nobody else available" to talk with.

Desired Settlement: I want them to issue me my $42.30 that I am owed after the selling of my concert tickets.

Business Response: Initial Business Response /* (1000, 6, 2015/12/02) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB 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. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. In reviewing Mr. *******'s complaint, he sold 2 tickets to an El Vy concert on November 21, 2015. We started processing his payment in the amount of $42.30 the following day on November 22, 2015 to the PayPal account he selected when listing his tickets. We received notice from PayPal that the payment failed and was returned to StubHub. When Mr. ******* contacted us we explained this and reissued his payment again, however it continues to fail and PayPal returns the payment. As of December 1, 2015, Mr. ******* provided us with a different PayPal email address to send the payment to. We have reissued the payment to the new PayPal account and it is currently processing. This process can take 3-5 business days to complete. Once the payment has been successfully deposited into the PayPal account we will notify Mr. ******* by email. If the payment fails again, we suggest that Mr. ******* 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. *******. We will continue to monitor the situation to be sure Mr. ******* receives payment for his sale. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 8, 2015/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: purchased 4 handicapped tickets by accident at work when I received conformation email at home realized the mistake tried to return exchange Purchase #XXXXXXXXX Nov 25th $215 each ticket x4 with all charges total $1016.20 called them the same day, told to see if I can still use them and they are 3rd party so no refund. Stubhub was the only place that had tickets for this venue at the time and I could not purchase tickets any were else.They ask me to use handicapped tickets purchased from there website, no one of the four using the tickets is handicapped and I could not in good conscience use them.The Tool concert is January XX XXXX so working against time, I now had to relist the ADA tickets on there 3rd party website to try and sell them and get some of the money back noway should I be forced to keep these tickets or lose money on a simple mistake. In meantime I purchased another 4 tickets not ADA from there 3rd party website only because again, the only place that has tickets purchase price is over $1000.Stubhub monopolized the availability of tickets and take no responsibility for what should be and easy fix, return, exchange.

Desired Settlement: I just want a refund on the 4 handicap tickets accidentally purchased.

Business Response: Initial Business Response /* (1000, 5, 2015/12/10) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB Case XXXXXXXX. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. The Seller Policies section of our User Agreement notes rules for listing tickets. This includes a requirement for sellers to provide accurate section, row, and seat information about their tickets. In addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was made. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement. For the tickets purchased on our website by Mr. ******* for the Tool and Primus concert, the seller listed the tickets correctly with a disclosure noted as "ADA/Wheelchair Accessible". This information was presented to Mr. ******* when he first reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchase. Mr. ******* noted in his complaint that the disclosure information was also visible in his confirmation email after the purchase was made. Once the order was placed per the terms of our User Agreement, a buyer cannot cancel or receive a refund because they entered into a binding contact with the seller to purchase those tickets. In situations where a seller listed all information correctly but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site. Mr. ******* has since listed and sold the tickets in question. We have agreed to waive the selling fees on his sales to ensure he receives the full payout once the tickets are delivered. As a courtesy we have also provided Mr. ******* with a partial refund of $316.20 to cover the amount he will not be making back with his sales to ensure he receives all of his money back. We understand in this case that Mr. ******* has noted that the ticket disclosure information was overlooked when the purchase was made. We have reviewed the information provided for this ticket listing and have found that the disclosure "ADA/Wheelchair Accessible" accurately reflects the type of tickets purchased. At this time we will not be providing Mr. ******* any additional refund or compensation for the matter. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The print out receipt says nothing about ADA so the only way I found the mistake was email conformation.StubHub wanted me to use ADA tickets.They need to change there policy when ADA tickets are purchased, Mistakes happen. Mr. Customer

12/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: StubHub charged my credit card without authorization and refuses to refund the money. StubHub was attempting to charge/bill me for a sum of money through their website. This bill was not outstanding or overdue in any way. I had one credit card number listed on my account that StubHub could charge for this sum. I had previously used a different credit card on StubHub but had since deleted it from the website and stopped using the card. I was shocked to see that StubHub charged this deleted credit card for the amount they were seeking from me, even though the payment method no longer displayed on my account. StubHub retained a deleted credit card number and then charged it without authorization even though other options were available as designated, authorized, and readily available payment methods. Nothing in StubHub's user or seller agreements authorizes the company to charge deleted payment methods at will. There was no signed agreement from the customer (me), provided ahead of time and defining when charges will happen and how much they will be to be deleted payment methods. StubHub did not inform me, when I deleted my card information, that it would be stored by them and used when they wish. I have made attempts to contact the company regarding this but only receive responses to the effect that I did owe StubHub some amount money. This is not what my dispute is based on. My dispute is based on the fact that StubHub fraudulently charged a deleted payment method without authorization. Previously having a credit card on file for a customer is not a green light to retain payment information after it is deleted, nor is it a green light to charge that deleted payment method at will.

Desired Settlement: StubHub should refund the unauthorized charge and contact me to pay the amount owed via an authorized payment method.

Business Response: Initial Business Response /* (1000, 5, 2015/11/24) */ Thank you for the opportunity to respond to Ms. ****'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Ms. ****'s complaint, the tickets in question were sold on September 11, 2015. Ms. **** contacted us on September 14, 2015 explaining that she had sold the tickets outside of StubHub and needed to cancel this order. Since Ms. **** was unable to fulfill the order we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Ms. **** was not paid for the order and she was charged the 20% fee for nonfulfillment. When originally listing her tickets, Ms. **** would have had to add or select a credit card to secure her listing. When the charge was issued on September 16, 2015 in the amount of $104.44, it was charged to the default credit card on file which she had selected when listing her tickets. That credit card was still on file through her account at the time the charge was issued, as we are unable to submit charges on a credit card that has been removed from an account. At this time Ms. **** has the option to get a refund of the charges to the card that was originally used and we can submit the charges on another card. We have contacted Ms. **** and explained this option and what steps need to be taken to resolve this matter. She can contact our Customer Support team at any time to initiate the change. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

12/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered tickets online got order#XXXXXXXXXX. Said ticket would be delivered Oct. 28, they didn't come we called and were told order never processed, Tickets ordered receipt says you just purchased 4-tickets that will come via UPS by Wed, Oct 28,2015. the order total was $1901.20. We called and were told it never processed with no other explanation. Tried to get a supervisor and were promised a call back three days in a row. This is unacceptable and poor customer service at best!

Desired Settlement: They need to make some sort of restitution to my daughter who waited from purchase date 6/28/2015 until October 28th to learn she was not going to see the Taylor Swift concert 10/31/2015 for her birthday.

Business Response: Initial Business Response /* (1000, 5, 2015/11/20) */ Thank you for the opportunity to respond to Mr. ******' complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace website 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 ****** "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." Our User Agreement ******, "In our effort to protect our Buyers and Sellers we may screen ticket sales or listings for signs of fraud using algorithms or automated systems, which may result in automatic cancellation of listings or sales and temporary or permanent suspension of accounts. If your transaction is cancelled in error, or your account suspended in error, please contact us and we may reinstate your account or listing, in our sole discretion." A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In reference to Mr. ****** complaint, I was able to confirm that he did attempt to make a purchase on June 28, 2015 for Taylor Swift tickets. It appears the order was never completed as our system thought there was an error with his account and for his protection stopped the transaction from going through. As explained above, our Trust & Safety team reviews all issues on a buyer or sellers account, as they did in this situation. Due 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 results of the review. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My personal information had been compromised at their organization and was never informed. More than $11K was attempted to be charged to me. i tried to list tickets for sale on the StubHub site on Nov. 1. Found out my account was locked. When speaking with customer service rep, I was informed my account was locked because my account had been compromised sometime earlier in October. I then discovered more than $11,000 had been tried to be charged on my credit card. I contacted the organization 4 times the week of Nov. 1 - Nov 6 (11/2, 11/3, 11/4, 11/6). Each time asking to speak to a supervisor. Each time the customer service rep told me the supervisor did not want to speak with me and they would have someone call me back. It is now November 10 and I still have not received a call from the organization. I have shut down my credit card and am aware of one other person who may have had their information compromised as well. Still no notification by the company or contact from them. If I understand correctly, they are required by law to notify anyone if their info is compromised immediately. I have also filed a complaint with the Illinois Attorney General. ADDITIONAL DETAILS: Case is being handled by another organization: Attorney Generals Office

Desired Settlement: I would like to know how they are protecting my information. How big is this security breach? How many people are being impacted by this? Why did they not contact me as soon as they discovered my information had been compromised? Why do they not call me back after all my requests?

Business Response: Initial Business Response /* (1000, 5, 2015/11/18) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB 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 using our website, buyers and sellers agree to the terms of our User Agreement. Our User Agreement States, "In our effort to protect our Buyers and Sellers we may screen ticket sales or listings for signs of fraud using algorithms or automated systems, which may result in automatic cancellation of listings or sales and temporary or permanent suspension of accounts. If your transaction is cancelled in error, or your account suspended in error, please contact us and we may reinstate your account or listing, in our sole discretion." Our Trust & Safety team reviews all issues which can arise with buyer or sellers accounts. Due 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 results of the review. Our Trust & Safety team has since contacted Mr. ******* and explained what happened and resolved the issue. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stub hub and seller of tickets I purchased tickets on stub hub Saturday and got the 2nd day air from UPS. The money was drafted from my account immediately after purchasing. I was suppose to get these tickets on Wednesday ups truck was parked in front of my house for over 10 minutes the driver then looked in my window which I was waiting because I knew the tickets were coming the driver got in the driver seat and got on his cell phone and drive away. Besides this is an inconvenience I could only get a refund back to my stub hub account which I think is unfair the only option I had was to order from this company again which I wanted to take my business elsewhere because of this issue. It's such an in convince and it was my money it was $291.18 but couldn't get a refund back only a credit to stub hub. How is this fair to the customer?

Desired Settlement: There should be some sort of refund this is such an aggravation to myself, I just wanted a credit back to my bank account it my money.

Business Response: Initial Business Response /* (1000, 5, 2015/11/18) */ Thank you for the opportunity to respond to Ms. *******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace website 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 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." In reference to Ms. *******'s complaint, it appears UPS reported the package as damaged and the merchandise was missing from the package. This is why the tickets were not delivered to Ms. ******* as originally noted in her confirmation email. As part of our Fan Protect Guarantee we offered Ms. ******* a full coupon in the amount of $291.18 to purchase new tickets. Our User Agreement states, "If you don't receive the tickets you ordered by the date communicated to you when you placed your order or in subsequent communications, notify StubHub. StubHub will, in its sole discretion, attempt to locate and facilitate delivery of your tickets, provide you with comparable or better replacement tickets at no additional cost, issue you a full refund (including any fees and shipping/handling charges), or issue you a FanCode (coupon) for use on a future purchase." As explained in the User Agreement, we provided Ms. ******* a full coupon to purchase replacement tickets. Ms. ******* has already used the coupon and purchased replacement tickets which were delivered to her successfully on November 12, 2015. At this time we are not in a position to provide any further compensation for the issue. Please let me know if I can be of further assistance in this matter. Sincerely, *** StubHub Executive Customer Care

12/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Tried to sell tickets on Stubhub to have issues. Was ultimately charged more money than the tickets were worth with no one at Stubhub willing to talk. My husband and I recently purchased season tickets for the Chicago Blackhawks. We couldn't go to one of the preseason games and decided to use Stubhub (for the first time) to sell the tickets. The tickets sold and we thought everything went smoothly to find out that the buyer was not able to enter. Rather than call us at the contact number on our account, Stubhub just issued them new tickets, reversed the payment, and charged us $52. This was on October 3rd, 2015. I was told that I just needed to provide proof that the tickets were not scanned more than once. Stubhub could not contact United Center for this and was requesting a scan report as proof. Ryan with the United Center was happy to help. He stated how the tickets were never used, however, it was outside their policy to issue scan reports. Days and weeks went by in between contact with Stubhub's executive claims department. I was told that the e-mail from Ryan (showing his signature, phone number, and e-mail all from the UC) was not good enough and to call at my earliest convenience. This was a joke. I called and waited on hold for a half hour until told someone would call me back. No call back. On 11/10/15 I received an e-mail stating that I was going to be charged the ticket price as well as an additional $26 to reverse the "payment I received". I never received a payment or talked to Stubhub at this point but yet the money was taken from my account anyway. I tried calling Stubhub immediately while on vacation and was left on hold for over 45 minutes. Finally hanging up because no one was even checking in on me after the first 12 minutes. Called again on 11/12, again, was on hold for over 16 minutes, and was told that someone would call me back and that there is no direct line to transfer me to the claims department and no one was in. I chatted then with ****** S. who tried to connect me with the claims department. After some time, someone was available but then decided that they would rather pass ** information over to******** than talk to me and I would be "called" tomorrow. ****** worked really hard to get someone on the line for me and tried her best to resolve this issue as she understood that it's been over a month of this hassle. The tickets were never used by anyone. So rather than be out the money for the tickets, I have had to go through and waste my time and energy trying to sort this out with no one willing to even actually speak to me. It is always on "Stubhub's time" and not convenient for when I am available to speak to them. Not only am I out the tickets ($234), I am out $52, $26, and not an additional $234 for the "reversal" totaling $546. I too own my own business and would never give someone this run around method. I feel like I am being scammed constantly by this company. I don't understand this mysterious "charges" and why I have to be punished for using their services. Way to go, Stubhub Executive Claims. You really made someone want to use this company again.

Desired Settlement: I would like to receive payment. Refund of $52: fee charged on 10/3/15 Payment for tickets: $$234 (never received, payment was reversed on 10/3/15) Refund of $26: fee charged on 10/10/15 Refund of $234: fee charged to reimburse "payments" we "received" on 10/11/15 All of these charges equal to $546

Business Response: Initial Business Response /* (1000, 5, 2015/11/18) */ Thank you for the opportunity to respond to Ms. ***** complaint, BBB 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. In reviewing this transaction, Ms. ***** sold 2 tickets to a Chicago Blackhawks game on October 2, 2015 We received contact from the buyer on the night of the game advising that they were not allowed into the venue as the tickets were deemed invalid as they were invalid. We notified Ms. ***** of the reported issue on the day of the event and requested that she respond to us within 48 hours and provide her original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement. Ms. ***** responded to us on October 27, 2015 and provided information showing that she originally purchased the tickets and provided an email from an employee at the United Center confirming the tickets were never used. After further investigation Ms. ***** and StubHub were able to confirm with the United Center that the tickets were printed more than one time from her account. Each time the tickets are printed the old barcodes are voided and new barcodes are issued. Ms. *****'s buyer was provided with one of the older printouts with invalid barcodes which resulted in the StubHub buyer being denied entry to the event. We were able to confirm that Ms. ***** was charged in the amount of $234.00 and $36.00 twice by accident. The duplicate charges were refunded to her credit card on November 13, 2015. We understand that Ms. ***** is upset about the charge to recoup her payment of $234.00 and the additional charge of $52.00. However the tickets Ms. ***** provided her StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Ms. ***** for this order and she would be liable for any additional costs to make the issue right with her buyer. Since the venue representative noted the tickets were not used, we suggest Ms. ***** reach out to venue or her ticket issuer and request compensation. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Charged for tickets NOT used. I sold two concert tickets on Stub Hub, on Sept. 30th. Once I was notified that they were purchased, I attempted to upload the PDF's to the StubHub portal, but received numerous error messages when trying to do so. I contacted StubHub, via chat, and the young lady on the other end confirmed with me that the tickets were uploaded. I then requested that, in the event something goes wrong, may I have the buyers information so they may contact me directly for assistance. She replied that she could not furnish me the buyers info and that it would need to be handled directly through StubHub. Lo and behold, the buyers filed a claim that the tickets were invalid and therefore unable to attend the show. StubHub informed me of the claim and asked for any information I could provide them, in order to settle the case. I responded in one day, with the information I had on hand, only to be told that it would not suffice and that I needed to contact both the venue as well as the party for which I obtained the tickets, in order to obtain additional information, so I did so. After obtaining the information, I sent it to Stubhub only to be told that, based on the information provided, the error was my fault (even though I received an error message when uploading the tickets to StubHub, although confirmed by StubHub that they were received) AND several emails from Ticketmaster claiming that that the tickets could not have been invalidated, as StubHub claimed. I attempted to resolve the issue through both StubHub and Ticketmaster and it appears that neither company will accept responsibility for this discrepancy. This is the first time I have ever sold tickets through StubHub and I am extremely disappointed that I was not fairly represented in this claim as I am innocent of any wrongdoing!

Desired Settlement: I am seeking a refund for the amount of the tickets sold ($333) and the $90 "error fee", for a total of $423.

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. In reviewing this transaction, Ms. ****** sold 2 tickets to a concert on September 27, 2015. We received contact from the buyer on the night of the concert advising that they were not allowed into the venue as the tickets were deemed invalid as they were refunded. We notified Ms. ****** of the reported issue on October 3, 2015 and requested that she respond to us within 48 hours and provide her original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement. Ms. ****** responded within 24 hours and provided us with documentation showing she had purchased the tickets from Ticketmaster. She also explained that she had problem uploading the tickets to our website. However after reviewing the order it appears Ms. ****** had successfully uploaded the tickets to the order on September 28, 2015 and that should not have affected the validity of the tickets. We responded explaining that we would need more documentation showing scan reports and advised to check with the venue or Ticketmaster as they originally purchased the tickets from them. Since we did not receive the needed documentation within the 48 hours we provided, Ms. ****** was charged $333.00 to recoup the payment of the sale and $90.00 for the 20% penalty fee. We understand that Ms. ****** is upset about the charges however the tickets Ms. ****** provided her StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Ms. ****** for this order and she would be liable for any cost to make the situation right with her buyer. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was advised by StubHub to try various ways to obtain the information necessary to assist with the claim. This included contacting the venue where the concert was held as well as contacting the party from which I purchased the tickets. I emailed ***** in the StubHub Executive Claims Department on Oct 6th to inform him that I would not be able to provide the information to him within the time frame given but I never received a response back. It should be noted that when attempting to obtain the information StubHub needs to complete their claim, the seller may be at the mercy of the time frames of the other parties involved, so holding me to a 2 day time frame is unreasonable and if StubHub had the interest of all parties involved, rather than just the purchaser, they would have had the courtesy to not only respond to my email but to grant me the extra time needed in order to properly assist them with resolving the issue. I emailed ***** again on Oct 10th to keep him updated on my progress and still no response back. I emailed him again on Oct 15th, providing him information I received from one of the parties, and did not receive a response back until Oct 17th, by a representative by the name of ****. At that time, I was informed that I did not provide the information they needed within the 2 day time frame, therefore they would be charging my card. When I disputed this, I did not receive a response until October 21st stating that the 2-day time frame was in fact, NOT the reason why I was charged but because I supposedly uploaded the tickets from the incorrect order number, therefore, invalidating the tickets. I requested for StubHub to provide me a copy of the e-chat I had with the young woman at StubHub who informed me that my tickets were properly uploaded, however, they would not provide that information unless I gave them the name and date/time I spoke with the rep, which I did not remember. I find this to be a lazy excuse not to assist me with my findings, especially considering all the effort I had taken thus far to help them with the claim. In addition, I was told that if I wanted a copy of a recorded conversation then I would have to obtain that through arbitration. I feel that this is poor practice on behalf of the party that I trusted to sell my tickets and it appears that this is a deliberate attempt to divert the seller from pursuing further action. How am I to know if this is a common occurrence with their website, or even Ticketmaster for that matter? Certainly, I am not the first person this has happened to so StubHub should be responsible for taking the necessary steps to ensure that my tickets are valid BEFORE providing them to the purchaser. I do not know how to invalidate my own tickets and there is also proof that the tickets were not even used so it is clear that this mistake was not to my benefit. I am still demanding a credit for the amount requested in the initial claim. Final Business Response /* (4000, 9, 2015/11/24) */ Thank you for the opportunity to respond to Ms. ******'s rebuttal, BBB 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. As previously explained, Ms. ****** sold 2 tickets to a concert on September 27, 2015. We received contact from the buyer on the night of the concert advising that they were not allowed into the venue as the tickets were deemed invalid. This resulted in Ms. ****** being charged $333.00 to recoup the payment of the sale and $90.00 for the 20% penalty fee. Our User Agreement states, "It's up to you to make sure the tickets you list for sale on StubHub are valid. If you deliver incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale you will be subject to a replacement fee, other charges, and/or other consequences." We understand that Ms. ****** provided the documentation she was able to obtain, however that documentation confirmed that the buyer was unable to attend the event due to the tickets being invalid. Since the tickets Ms. ****** provided her StubHub buyer were not valid for entry, per the terms of our User Agreement we are unable to pay Ms. ****** for this order and she would be liable for any cost to make the situation right with her buyer. 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. *** StubHub Executive Customer Care

12/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets from Stubhub for a hockey game totaling over $500. The tickets were invalid, fraudulent. I purchased 4 tickets online at Stubhub for a St Louis Blues game vs Detroit Redwings to be played in St Louis on Saturday November 21 at 7 pm. The purchase of $535.80 was made on 10/6/2015. This is documented in my banking records. I received the 4 tickets in the mail within the week, the tickets were hard tickets, not copies. When we presented the tickets to the gate agent at the SAVVIS center on 11/20, we were told that all 4 tickets were invalid, fraudulent. The Blues box office said they could not help us. They instructed us to call Stubhub. We did this, and waited on hold for 30 minutes, the gentleman at Stubhub told me that there was nothing he could do about replacing the tickets ( we were waiting outside the SAVVIS Center ) but he could authorize a refund. I did receive the full refund within 3 business days. My goal is to alert the public that this can happen with Stubhub as they allow this type of fraudulent activity with their ticket vendors. I would not use them again.

Desired Settlement: Stubhub needs to change their practices with their private ticket vendors to make this type of activity impossible in the future.

Business Response: Initial Business Response /* (1000, 8, 2015/12/01) */ Thank you for the opportunity to respond to Ms. ********'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties. In reference to Ms. ********'s complaint, she purchased tickets to a Detroit Red Wings at St. Louis Blues game on November 21, 2015 which she was unable to use because the tickets were deemed invalid by the venue. After receiving the report of the invalid tickets we attempted to locate Ms. ******** replacement tickets under the terms of our FanProtect Guarantee. Unfortunately, at that time there were no replacement tickets available and we issued Ms. ******** a full refund of $535.80 to her credit card and an additional coupon of $107.16 for the inconvenience. We truly apologize for the frustration and poor experience this caused for Ms. ********. We understand her concern and we do have security measures set up to screen our sellers prior to listing or selling tickets. Sellers are also held 100% liable for anything that happens with their tickets. We take these situations very seriously, an investigation has been opened to review the seller and we will take the appropriate action against the seller. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 10, 2015/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No tickets received and cash funds in PayPal are held up until they clear error. Cash has been unavailable to me for four days. I purchased tickets on stibhub and was given a confirmation number then received an email saying there was an issue with my account. I found this hard to believe as the transaction was conducted in CASH through PayPal. I was supposed to receive a call within 24 hrs and still have not received a call. Over 72 hours later. Iin addition my cash is on hold in a pending state nand unavailable to me to purchase tickets elsewhere. I have tried having the hold released at least 4 times to no avail..

Desired Settlement: To have the pending hiold released on my cash in my paypal account.

Business Response: Initial Business Response /* (1000, 5, 2015/11/13) */ Thank you for the opportunity to respond to Ms. *******' BBB complaint, BBB Case XXXXXXXX. I understand her concerns and will provide information as it pertains to StubHub processes and policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. In reviewing Ms. *******' account, she contacted us on November 2, 2015 reporting that she was charged for tickets but had not received them yet. Our Trust & Safety team reviewed the order when it was originally placed and took the appropriate action. Unfortunately, due to our Privacy Policy, we are not able to provide any additional information in response to this consumer complaint. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. *** StubHub Executive Customer Care

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stub hub automatically buys presale tickets at the opening, keeping the actual fans from buying, then marks them up. Anywhere from 40% to 600% We tried to buy tickets on presale for Mumford and sons show in ******** on April 21. The pre sale was this morning at ten, everyone that signed on was very upset to find out that stub hub had purchased every ticket and were immediately reselling them. The original price was $60-$110 and stub hub now has them listed for $140-$750 per ticket. This is taking advantage of a system that was supposed to help people see artists and extorting them for ungodly amounts of money. I think that this practice should be illegal, but if not illegal then they should have maximums that they are allowed to charge to cover their costs. Credit card companies are held to a maximum percentage and ticket brokers should be held to the same standards. It is an unethical business practice and should not be allowed to happen in any situation.

Desired Settlement: I would like to see them be unable to do business any more, but if nothing else they only be allowed to make a small percentage for overhead as they have very little. It costs them almost nothing to do business which is why this is so frustrating to the general public.

Business Response: Initial Business Response /* (1000, 5, 2015/11/13) */ Thank you for the opportunity to respond to Mr. *****'s complaint, BBB Case XXXXXXXX I understand the concerns noted and will address this issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. We allow our sellers to set their own price for their tickets. However, we hold them responsible for complying with all applicable local, state and federal laws for ticket resale. Our User Agreement also states, "As a marketplace, StubHub does not own the tickets on the Site nor does it set prices for tickets. Because sellers set ticket prices, they may be higher than face value." We would like to assist Mr. ***** further but we are not able to find an account under the email address or phone number he included in his complaint. We do though hope this gives Mr. ***** a better understanding of our marketplace. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care

11/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stub hub sold me a ticket for 115 and the ticket was no good. I had to purchase the same ticket cost 150.00 at the stadium. Wells Fargo reversed chg. Purchased stub hub 49ers ticket on XXXXXXXX and ticket was bad. I used a debt card for 115. I still have all the tickets ticket number XXXXXXXX stub hub .49ers ticket number XXXXXX

Desired Settlement: Stub hub committed fraud against me. I'm plan to file a criminal complaint if stub hub doesn't satisfy me.

Business Response: Initial Business Response /* (1000, 5, 2015/11/10) */ Thank you for the opportunity to respond to Mr. *******'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties. In reference to Mr. *******'s complaint, he purchased tickets to a Baltimore Ravens at San Francisco 49ers game on October 18, 2015 which he was unable to use because the tickets were deemed invalid by the venue. After reviewing the issue we found that Mr. *******'s original order was canceled due to an issue with the tickets. Under the terms of our FanProtect Guarantee we located him replacement tickets under a new order XXXXXXXXX. We tried to contact Mr. ******* by phone and email to alert him about the new tickets before the game started, however it appears Mr. ******* did not receive our notifications and used the original tickets. This is something that is covered by our FanProtect Guarantee, however Mr. ******* never contacted us about the issue and we were unaware that he did not use the new tickets or had to purchase new tickets at the event. We have since issued Mr. ******* a full refund of $115.24 to his credit card. We truly apologize for the confusion and poor experience this caused for Mr. *******. For the inconvenience I have issued Mr. ******* an additional coupon of $20.00 to his StubHub account which he can use towards a future purchase. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased tickets to the Miami Heat game on 11/1/15. When we showed up to go into the arena, the tickets were invalid. We purchased tickets to the Miami Heat game on 11/1/15 at the American Airlines Area in Miami, Florida. When we showed up to go into the arena, the tickets were invalid. The arena told us to go to the box office/will call window. At the will call they told us that they could not print the tickets and to call stub hub. They have no affiliation with stub hub. When we called stub hub they could not offer any solution to the problem. The only thing they can do is give me a refund. That is not a solution, that is the obvious thing to do in this case. There were many people in line with the same issue. We were told by people in line that this happens all the time with stub hub, it is a regular occurrence. I still cannot process in my mind, how a company can sell tickets that are invalid. In addition, their cellular phone application does not work. Wasted $25 in parking and drove many miles to get to the arena. I will never use this company again and I will make sure I don't recommend them to any of my family, friends or customers. This to me is a classic textbook term in False advertisement. Additionally, very poor management and controls associated with their booking systems.

Desired Settlement: Stop false advertising by showing that tickets are available when they are not. Stop wasting people's time and money (I paid for parking) and all the time it took me and my spouse to get to the arena.

Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ Thank you for the opportunity to respond to Mr. *******'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties. In reference to Mr. *******'s complaint, he purchased tickets to a Houston Rockets at Miami Heat game on November 1, 2015 which he was unable to use because the tickets were deemed invalid by the venue. When Mr. ******* reported the issue to us we first tried to locate comparable replacement tickets under the terms of our FanProtect Guarantee. However Mr. *******'s order had to be cancelled as he was already at the game and had no way of printing the new replacement tickets. The full refund of $203.90 was issued to Mr. ******* on November 1, 2015. We understand Mr. *******'s concern and frustration with the situation, however because we are a secondary ticket marketplace we do not own any tickets listed on our site. Due to this we provide protection against situations that may arise through our FanProtect Guarantee. In addition to our FanProtect Guarantee, StubHub investigates all invalid ticket claims to determine the course of action taken against the seller. We truly apologize for the poor experience this caused for Mr. *******. For the inconvenience I have issued Mr. ******* an additional coupon of $40.00 to his StubHub account. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** Executive Customer Care

11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company intentionally misleads consumers by failing to provide relevant service information, including a lack of disclosure and service on web pages. According to StubHub, "StubHub has a partnership with Michigan Football, so when barcodes are entered for validation, we will be advised when tickets are not eligible per the team's request." Despite this partnership, StubHub does not clearly disclose this information during the sign-up process. In addition, when one of these barcodes are entered during the sales process, StubHub does not disclose the relation, the nature of the barcode, or the potential issue which is occurring. It simply advises sellers to enter the barcode at a later date or use the app to scan a barcode. Despite having access to this information and knowledge that an issue may be occuring, StubHub provides a very generic "error" message and encourages users to enter information later in the process. Upon obtaining ticket information, StubHub not only refused to complete the sale of a ticket which can be validated, but also refused to officially cancel the ticket for over a week, preventing further transfer of the ticket. Lastly, StubHub then charged my account three times in the same day. StubHub receives a 20% fee regardless of whether a ticket is physically sold, and appears to abuse this policy through encouraging postings of valid tickets which it then refuses to sell. While I understand their agreement with Universities, I believe they knowingly abuse this agreement by failing to disclose the details during the sales process and providing disappointing customer service.

Desired Settlement: Proper disclosure provided on multiple pages of the company's website and a full refund of all charges applied to account.

Business Response: Initial Business Response /* (1000, 5, 2015/10/08) */ Thank you for the opportunity to respond to Mr. ****'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Mr. ****'s complaint, Mr. **** listed a Michigan Wolverines Football ticket for sale on September 19, 2015. StubHub is partnered with the University of Michigan which allows sellers to enter the barcode on the ticket for electronic delivery. Due to our partnership with the University, they have the right to restrict the resell of certain types of tickets such as Student or Faculty tickets. After Mr. ****'s ticket sold on September 20, 2015 he contacted us because our system was not accepting the barcode. Upon further review of the ticket we found that it was failing due to being a Student ticket. We informed Mr. **** of this and explained the order would need to be canceled. Due to Mr. **** being unable to fulfill on the order, on September 27, 2015 per the terms of our User Agreement, we had to replace the order to make the situation right for his buyer. As a result, Mr. **** was not paid for the order and he was charged the 20% fee for nonfulfillment. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $34.00. Per our user agreement, Mr. **** would be responsible for this cost. However as a onetime courtesy we have issued Mr. **** a refund of the fees assessed in the amount of $34.00. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 12, 2015/11/09) */ Stubhub should update its site in order to provide more transparency to users. By simply providing additional information on sales pages or actually informing users regarding the status of these tickets (since they have this information as they informed me), they can avoid confusion and misleading customers in the future. Final Business Response /* (4000, 14, 2015/11/10) */ Thank you for the opportunity to respond to Mr. ****'s rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. As previously explained, StubHub is partnered with the University of Michigan which allows sellers to enter the barcode on the ticket for electronic delivery. Due to our partnership with the University, they have the right to restrict the resell of certain types of tickets such as Student or Faculty tickets. This information is listed on our site as well as through the University of Michigan's website. It is the seller's responsibility to ensure the ticket they list for sale is valid and can be resold. We apologize for the frustrating experience this caused for Mr. ****, however 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. Amy StubHub Executive Customer Care

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold four tickets on July 26, for an event on October XX XXXX. On the day of the event, after it started, Stubhub forced a return of these tickets. I sold four tickets on Stubhub 07/26/15 for the Aftershock festival in Sacramento taking place on 10/24/15. In the add, I clearly stated that I was selling four tickets; two for Saturday and two for Sunday (it is a two day event). On 10/24/15, over an hour after the event started I was contacted by Stubhub to demand a refund of these tickets, claiming that they were listed incorrectly. I called customer service and they gave me a verbal conformation that I would not be charged for the tickets and the refund was cancelled. When I received an email from Stubhub the amount the were reversing to my credit card was much less than the sale price of the tickets that were already pending on my credit card. I called customer service again and was rudely addressed by the supervisor ****. He stated at that time that the company would not in fact be reversing the charges as they previously stated. It is unreasonable to wait approximately 3 months to force a refund of these tickets onto me, specifically considering that the event had already started and I had no option to resell the tickets at that point. I was told twice by Stubhub customer service that this would be taken care of, only to find out that this was not the case. The condescending tone that **** took with me during our conversation was unprofessional and insulting. To force me to absorb approximately $300 in charges for tickets that I could no longer use is completely unreasonable and in my estimation fraudulent.

Desired Settlement: I am seeking a reversal of both charges placed by Stubhub to my American Express card. One charge for $260.00 the other for $52.00

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Mr. *******'s complaint, Mr. ******* listed four tickets for the Aftershock Festival 2 Day Pass ***** and the tickets sold on July 26, 2015. Mr. *******'s buyer contacted us on October 23, 2015 alerting us that they only received two of the 2 day passes ******* of the four they ordered. When we were able to speak with Mr. ******* he explained that he only had a quantity of two, 2 day passes *** he believed he had listed them correctly. On October 24, 2015, since Mr. ******* hadn't delivered the correct ticket to his buyer as listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. ******* was charged to recoup his payment and a 20% fee for nonfulfillment. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $52.00. Mr. ******* was also charged $234.00 to recoup the payment he had already received for the tickets. Per our user agreement, Mr. ******* would not be paid for the sale and would be responsible for this cost. However, we determined to reverse the charges of $52.00 and $234.00 as a one-time courtesy due to the confusion. The refunds were processed on October 27,2015. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stubhub: Kaskade 10/17/15 Navy Pier. Site lists tickets from $30, yet the cheapest you can buy is $77. I posted for $60 and they don't show up. When attempting to purchase tickets on stubhub.com for the Kaskade show on 10.17 @ Navy Pier, the mainpage for Kaskade says tickets 'From' $30. When I attempt to buy in any quantity, the cheapest I can buy is $77. I reached out to the help chat on 10/9 and they said it's a tech issue and they are fixing it. I questioned then if I can't purchase a cheaper ticket, why are you still allowing this to be posted. They didn't have an answer. I then attempted to post tickets for sale for cheaper than $77 and they don't show up on the site for purchase which makes me question the companies ethics. I then reached out again the evening of 10/12 and talked to (**********) around 8:15pm and they still haven't fixed the issue or addressed my concerns. I requested to be called by a supervisor and still nothing.

Desired Settlement: Tickets are selling that are more expensive than my tickets. I'd like the cost equivalent of the 3 tickets I posted that haven't sold but more expensive ones have sold.

Business Response: Initial Business Response /* (1000, 5, 2015/10/21) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. When Mr. ****** contacted us we explained that our site is live and it is possible that there is a slight delay for it to update if the lowest priced tickets had sold or if the sellers had adjusted their price. We also searched for tickets to this event and we were unable to recreate the issue and the correct amounts were reflected on the site. This means the problem could have been caused by the individual browser Mr. ****** was using. Under the terms of the User Agreement it states, "StubHub does not guarantee that your tickets or related passes **** sell or that your listing will appear on the site within a certain time after it is posted. StubHub 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 delays." As previously explained, we were unable to recreate the issue that Mr. ****** was experiencing. Due to that and the terms of our User Agreement we are not in a position to issue Mr. ****** any additional payment for his Kaskade tickets. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The two times I reached out to Stubhub regarding the issue, the customer service individuals were able to recreate the issue and acknowledged the error. Please look in the conversation history. Obviously in the 1.5 weeks since this issue was brought up they fixed the issue, but that doesn't free them from offering 1 price of ticket and only selling others. The issue at hand has NOTHING to do with timing, it was due to issues on their end and instead of shutting down the tickets for this event until they were able to fix it, they falsely advertised tickets for 1 price and only allowed users to buy at a much inflated price. Typical large corporation trying to deny, deny, deny. I don't care about the difference in ticket prices. I care that the site was fraudulent and they didn't do anything to better serve their customers, both buyers and sellers. Final Business Response /* (4000, 15, 2015/11/05) */ Thank you for the opportunity to respond to Mr. ******'s rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. We are sorry to hear that Mr. ****** does not agree with our response. To review, we were not able to duplicate the issue Mr. ****** reported. As a live site, and especially for popular events, lower priced tickets may sell quickly and at any time, including when a buyer is viewing other tickets for that event. Individual ticket prices shown after a specific event is selected are based on the number of tickets a buyer has selected. For example, if a seller is only allowing their tickets to be sold in groups of 2, those tickets and the related price will not be shown if a buyer has selected a ticket quantity of 1 or 3. In addition, there were no other reports of pricing issues with the Kaskade event Mr. ****** referenced or any other events during that time period. Also, as noted previously, we are not able to provide compensation for tickets which are listed on our site but do not sell. 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. *** Executive Customer Care Team Final Consumer Response /* (4200, 17, 2015/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've been using Stubhub for years, I know the difference between prices based on quantity of tickets differences, give me a break. That WASN'T the issue as I laid out in my previous descriptions. Once again, go to my Live Chat history and you can see that the customer service representatives were able to recreate the issue because the issue was there for multiple days until it was fixed. This is typical corporate denial in hopes that I'll give up. I don't want ANY compensation. This is about the ethical display of their website and the lack of action taken by their team when this issue was identified.

11/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: showing a false view of venue from seats selected received tickets 9/21/15- purchased 9/19/15 -order # XXXXXXXXX -amount paid 693.14- paid with credit card. When on stubhub.com looking for tickets to Colts vs Broncos game on November 8th 2015 you would go to tickets of interest and immediately a picture would come up indicating the view you would have from this seats over looking the football field. The view from the tickets i purchased was unobstructed according to the picture they provided. When i received my tickets i it was clear that they were obstructed in some way. They should not be allowed to a show a view of venue from seats selected if it is not accurate. This feature should be eliminated from site due to false advertising

Desired Settlement: i would like to exchange tickets for seats with an unobstructed view due to false advertising

Business Response: Initial Business Response /* (1000, 5, 2015/10/02) */ Thank you for the opportunity to respond to Ms. *****' complaint, BBB Case #XXXXXXXX. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. The Seller Policies section of our User Agreement notes rules for listing tickets. This includes a requirement for sellers to provide accurate section, row, and seat information about their tickets. In addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was made. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement. In reference to the complaint, Ms. ***** purchased tickets for the Denver Broncos at Indianapolis Colts for November 8, 2015. The seller listed the tickets correctly with the disclosure noted as "Limited or obstructed view (printed on ticket)". This information was presented to Ms. ***** when she first reviewed the ticket listing on our site and would have been shown again for her review prior to finalizing her purchase. Ms. ***** noted in her complaint that the picture shown as the view from seats was not accurate and did not show the obstruction. However, the view shown is an approximate view and does not show the exactly view from the seats selected, rather the approximate view from the section. In most cases only a few select seats within the section might have an obstructed view and would not affect the whole section. Due to this we require sellers to disclose on the listing if there is any obstruction or limited view printed on the ticket. Once the order was placed and the tickets were delivered to Ms. *****, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listing. In situations where a seller listed all information correctly and delivered tickets as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site. We understand in this case that Ms. ***** has noted that the view from the section and disclosure information was confusing. Due to the terms of our User Agreement, we will not be able to exchange Ms. *****' tickets for another set as all sales are file. However, we have reviewed the information and as a one-time courtesy offered Ms. ***** a partial refund of her fees in the amount of $114.17 and Ms. ***** declined our offer. At this time if Ms. ***** no longer wants to keep her tickets she has the option to list them for sale on our site. Our customer service team is available by phone, email or chat to assist Ms. ***** with listing the tickets. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) StubHub.com offered me a coupon for 114.17 which would only be good for a StubHub.com product. In the information *** sent through BBB she made it sound like a partial refund of my ticket price. Am i being mislead again? *** also admitted that the view of venue they offer on there site does not reflect the exact view which is considered false advertising. If it is not going to be accurate it should be eliminated from your site. You are misleading and falsifying information to sell your product. Being "confused" is not the same as being mislead. Your customer service leaves a lot to be desired. I would like a refund of $346.57 in ordered for me to consider this subject closed. Final Business Response /* (4000, 9, 2015/10/23) */ Thank you for the opportunity to respond to Ms. *****' rebuttal, BBB Case #XXXXXXXX. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. As previously explained, the tickets Ms. ***** selected had a disclosure which noted "Limited or obstructed view (printed on ticket)". This information was presented and confirmed through the checkout process when Ms. ***** purchased the tickets. Since the tickets were listed correctly we are unable to cancel or refund the purchase. As a one-time courtesy we offered Ms. ***** a partial refund of $114.17 to keep the tickets which she declined. We have also advised Ms. ***** that if she no longer wants the tickets she can list them for sale and we will waive the selling fee that is typically charged. Our offer still stands if Ms. ***** would like the partial refund or help relisting her tickets. However, at this point because the tickets were listed correctly we are not in a position to issue a full refund under the terms of our User Agreement. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care Final Consumer Response /* (4200, 11, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is clear that my last response went unread. Received the same response as last time from stubhub. It would be nice if someone would actually take the time to resolve this matter. Stubhub, bbb anyone!!!!!!

11/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased 2 tickets for $91 each and found that the face value of the tickets was only $30! The price difference was not listed in the description. I purchased 2 tickets for $91 each and found that the face value of the tickets was only $30! The price difference was not listed in the description. I was not aware at the time of purchase that StubHub is a marketplace where fans sell tickets. But when I contacted customer care they can only state that on the final order page it states that the price might be above value. I of course do not remember this and find it to be misleading that a "seller" is allowed to post tickets on their site and price them above face value and not have to disclose this on the ordering page. A consumer should be aware of this and allowed the opportunity to make and informed decision. If they really want the tickets they may purchase them for more knowingly. Stub Hub is hiding behind their policy that seller's are allowed to price tickets and that the statement on the final order page informs your that the tickets may be above value. This is bad business practice. I don't know or understand how this is legal!

Desired Settlement: I would like a refund for the Full price because I was purposely misled that the tickets I ordered were of the same value.

Business Response: Initial Business Response /* (1000, 5, 2015/10/16) */ Thank you for the opportunity to respond to Ms. *****'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Ms. ***** is dissatisfied with the price paid for tickets to a theatre event. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement. All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' business. When setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?" We can understand Ms. *****'s concerns stated in the complaint. However the listed ticket price was accepted when she 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 Ms. ***** with a refund for the purchase. As a onetime courtesy, we are willing to offer Ms. ***** a coupon valued at 25% of their purchase prices for future use on our site. Or if Ms. ***** no longer wants to keep the tickets she can list them for sale on StubHub and if they sell we will waive the sell fee. We have emailed this offer to Ms. ***** and waiting her response. 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, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response from the business because I am not satisfied with a company that allows their sellers to be dishonest about the original price of the ticket. I don't think that this company operates with integrity. I only want to be refunded the difference for the tickets that were originally $30 a piece and I was charged 3 times this. Outrageous! Stub Hub is to busy giving protecting their sellers that the buyers are victims. No one reads the fine print on every website! Final Business Response /* (4000, 9, 2015/11/04) */ Thank you for the opportunity to respond to Ms. *****'s rebuttal, BBB Case XXXXXXXX. I have reviewed this matter and understand that Ms. ***** is dissatisfied with the price paid for tickets to a theatre event. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement. As previously explained Ms. ***** was presented with the listed ticket price and accepted this price when she completed the purchase on our website. Under the terms of our User Agreement, we are not in a position to provide Ms. ***** with a refund for the purchase. As a onetime courtesy, we are still honoring our initial offer which we presented to Ms. *****. We offered a coupon valued at 25% of her purchase price for future use on our site. Ms. ***** also has the option to list her tickets for sale on StubHub if she no longer wants to keep the tickets. Ms. ***** can contact our Customer Service team to accept the coupon; however we will not be providing any further compensation for this matter. 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. *** Executive Customer Care Team

11/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Confirmed tickets for event on a different date than I purchased. On Oct 20th 2015, I went on stubhub to try to buy 6 tickets for a sold out Halloween event at Disney World on Oct 31st. When the confirmation came through, they had sold me tickets for the event of Oct 25th when I will not be in *******. Also, the event on the 25th is not sold out so anyone could buy tickets at regular price. The price I paid was almost $200 over the amount I could have paid on the Disney website for the same tickets. The payment method was paypal. I called back immediately and tried to cancel the transaction. They refused to cancel the transaction and instead offered to relist the tickets for me at no fee and guaranteed that they will sell for the price I paid. I reluctantly went along with their plan. The next day (Oct 21st) when I went to check on the listing, it had been removed. When I called to find out what happened, they claim that they can't list an event within 3 days of the actual date of the event - something I was not told yesterday. As a result, they are now saying that I have to keep these 6 tickets to an event in another state that I never agreed to purchase to start with and I am out $663.

Desired Settlement: I just want the transaction canceled and refunded. I am refusing the ticket delivery.

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ Thank you for the opportunity to respond to Ms. ******* complaint, BBB Case #XXXXXXXX. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. In reference to Ms. ******* complaint, she purchased tickets for Mickeys Not So Scary Halloween Party on October 25, 2015. Ms. ******* contacted us on October 20, 2015 and explained that the purchase was made for the incorrect date. After reviewing the order we were able to confirm that the tickets selected and reviewed in the checkout process were for October 25, 2015. This information was also sent in a confirmation email to Ms. ******* after the purchase was made. Under 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 tickets. Due to this we are unable to cancel or refund the purchase. We offered to help Ms. ******* list her tickets for sale to try and make her money back on the purchase. Unfortunately, her tickets did not sell before the listing expired. It is stated in our User Agreement under Seller Policies - No guarantee: StubHub does not guarantee that your tickets or related passes **** sell or that your listing will appear on the site within a certain time after it is posted. StubHub 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 delays. However, we made an exception and as a onetime courtesy we offered Ms. ******* a full coupon for her purchase. She has accepted our offer and returned the tickets to us. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care

11/12/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Prince was not at the Tidal X concert, and Stubhub said listed that he would be. I would like a refund since that it false advertisement. I purchased 1 ticket for the Tidal X concert in Brooklyn, NY on October 20, 2015. I was very excited since Prince - the biggest star in the world - was headlining. As he does not perform much, I was willing to spend a little more on my ticket. Strangely enough, I couldn't find the exact price on StubHub, but I think it was roughly $448. After applying many gift cards that I had been given, I put the remaining $323.43 on my credit card. I purchased this ticket that morning, October 20, 2015, as prices were reasonable enough that I could probably afford it. My order number is XXXXXXXXX. Long story short, I went to the event, and Prince never performed. I was extremely disappointed as I would not have gone to the event if Prince wasn't listed as the headliner. I contacted Stubhub the next day, October 21, 2015, through their online chat. I spoke with Stefan who at first said that Stubhub did not advertise who would be there, and it is the venue's fault. Also, he said that the venue didn't refund tickets so Stubhub wasn't going to. I guarantee that Ticketmaster would refund the ticket if it was advertised incorrectly. I have only had one problem with Ticketmaster after an event went wrong. They ended up refunding me right away. Also, I do see this as Stubhub's responsibility as they explicitly stated that Prince would be there. I even have a screenshot on my phone of the lineup that Stubhub listed. Can Stubhub just list that anyone will be there and not be held accountable if the person who I bought the ticket for didn't show up? Stefan eventually acknowledged that it was Stubhub's fault and said that he would give me a $50 gift card as that is all he is authorized to give. I appreciated that Stubhub took ownership for this, but $50 is not enough to cover the roughly $448 ticket. Since this is clearly a case of false advertisement, I am asking Stubhub to refund me. That way, I can hopefully purchase a ticket to see Prince if he ever comes in the area again - I will even purchase on Stubhub if they handle this fairly. I appreciate your prompt response in resolving this unfortunate matter.

Desired Settlement: I would like Stubhub to refund my ticket because they said that Prince was going to be at the Tidal X concert, and he was not. Instead, it was a bunch of rappers that I didn't care about. I spent so much money and didn't even get to see Prince...I hope that Stubhub will refund this and make it right since they already have taken the first step and taken ownership.

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ Thank you for the opportunity to respond to Mr. ****** complaint, BBB 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. In reference to Mr. ******'s complaint, he purchased a ticket to the Tidal X concert on October 20, 2015. When the purchase was made Prince was listed as one of the many performers at the event. Due to an unknown reason Prince did now perform. We understand this can be frustrating however our User Agreement states, "StubHub is not responsible for partial performances, or venue, line-up, date, or time changes. No refunds will be issued in these instances." Since the event still took place and we paid the seller based on the listed price for the ticket, per the terms of our User Agreement, we are not in a position to provide Mr. ****** with a refund for the purchase. As a onetime courtesy, we have already issued Mr. ****** a coupon of $50.00 for future use on our site. 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, *** StubHub Executive Customer Care

11/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: sold lost/stolen tickets, no resolution except a "refund" for the purchase price of the tickets. I purchased tickets to the Chargers/Steelers game (order #XXXXXXXXX) for a friend of mine who just lost her husband that was a VERY big Steelers fan. she had never been to a game before and wanted to go to the game to honor his memory and watch them play with her mother (92688 to qualcomm stadium is 85+ miles in socal traffic). After hours of traffic, they arrived, paid $25 in parking and waited in line for about 15-20 mins to get in with their printed tickets, in hand, then were told the tickets were reported lost/stolen and advised to go to the "ticket resolution booth," where she had to wait in line for another 20 mins to be told they were confiscating the tickets as they are, and I quote, "bogus tickets" and would not be able to accept any orders from stubHub, scan new tickets on the phone (which you offered as a solution), or have stubHub email them new tickets to print for them. I know all of this because she called me, which I conferenced in StubHub (that took 16 mins to answer the phone) and with no resolution other than "we can refund your money if this is the issue, but I need to get off the phone call as in 3 minutes, this order will cancel out." $500 for bogus tickets, $25 for parking, an early exit from work on a Monday to sit in traffic for 2.5 hours to only have to be told to go back home and completely miss the game she would've stayed home and watched with the deceased family. Apparently, EVERY single person that she witnessed at the ticket resolution department at qualcomm had the same exact issue.... THEY PURCHASED TICKETS FROM STUBHUB! Who fail to ensure any kind of QC on their product. I was at the chargers opening day against Detroit, which I purchased tickets directly from ticketmaster and had no issues. However, we had to stand in the ticket resolution line with some friends we went with because they too purchased tickets from stubhub who emailed them THE WRONG GAME!! They too had to leave the game.... At half time...in tears.

Desired Settlement: if or the company can spare a fraction of your such valued time to make this situation right, below is the name and address of the wife of the deceased, you upset more than words can express. I don't need any money, compensation or "additional credit" to stubHub for a future purchase, that clearly will not ever happen. As a business owner, I have dealt with many emails like such in my time looking for a free handout. I am not, but here is an opportunity to feel good about doing what is right for once: **************************************************** XXXXX XXX-XXX-XXXX

Business Response: Initial Business Response /* (1000, 5, 2015/10/23) */ Thank you for the opportunity to respond to Ms ********' BBB 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. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties. In reference to Ms. ********' complaint, she purchased tickets to a Pittsburgh Steelers at San Diego Chargers game on October 12, 2015 which she was unable to use because they were reported lost or stolen. When Ms. ******** reported the issue to us we first tried to locate comparable replacement tickets under the terms of our FanProtect Guarantee. However Ms. ******** decided to cancel the order as she was already at the game and had no way of printing the new replacement tickets. We issued a full refund and a $50.00 coupon to Ms. ********' account for the inconvenience. We understand Ms. ********' concern and frustration with the situation, however because we are a secondary ticket marketplace we do not own any tickets listed on our site. Due to this we provide protection against situations that may arise through our FanProtect Guarantee. In addition, to our FanProtect Guarantee, StubHub investigates all invalid ticket claims to determine the course of action taken against the seller. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) as you can see in the case description here, a $50 credit for the amount of anguish this cost is unacceptable, nor did I expect to utilize the services again and stated a credit would not help the situation. a call was made, which I returned and left 2 messages for, and never heard back. I was also emailed by two other people, which I responded to one, and no response. their retention efforts are about as thorough as their QC department and request to make things right to the grieving spouse and mother of the deceased was not attempted, but thanks for the $50 credit, which doesn't even cover their "fees" for a single event. Final Business Response /* (4000, 9, 2015/10/29) */ Thank you for the opportunity to respond to Ms ********' BBB rebuttal, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled with valid tickets, the buyer experience and the reputation of all our sellers suffer. For all sellers, we require authorization of a valid credit card prior to listing tickets. If, at any time, sellers list tickets with inaccurate or misleading information, fail to deliver tickets as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers are held responsible for any and all charges we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including, but not limited to, the cost of replacement tickets, coupons, and refunds to the buyer. Overall, failure by sellers to fulfill their responsibilities could result in penalties. As previously explained, Ms. ******** purchased tickets to a Pittsburgh Steelers at San Diego Chargers game on October 12, 2015 which she was unable to use because they were reported lost or stolen. When we were alerted of the issue we attempted to find Ms. ******** comparable replacement tickets under the terms of our FanProtect Guarantee, however Ms. ******** opted to get a full refund instead. We issued her a full refund of $500.58 on October 13, 2015. Originally we issued Ms. ******** a $50.00 coupon with the full refund however after she contacted us by email we issued an additional coupon of $500.00 as a one-time courtesy. We understand the frustration this situation caused for Ms. ******** however at this time we are not in a position to issue any further compensation. 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. *** Executive Customer Care Team

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The tickets we selected on-line and the tickets that were sent to us were different. We purchased field level and we received view level tickets. on-line, we selected tickets for the Pittsburgh Steelers vs. San Diego Chargers for Monday, October 12, 2015 to celebrate my birthday. The tickets we selected on-line were for the field level around the 50-yard line, 14-rows above the field, seats 1 & 2. The tickets we received were for the View Level, highest level, of the stadium. Once the mistake was discovered, October 12, 2015, it was brought to the attention of the customer service department of Stub hub and it was explained that there is a mistake however there is nothing that can be done because those tickets were not available any longer. Also, it was acknowledged that the mistake was made by Ticket Master and not Stub hub. The only option provided, if it is considered an option, was to sell the tickets utilizing Stub hub and buy tickets that we want. However, it was the day of the event and we were traveling to the event at the time it was realized. So, My wife and I purchased the seats that we wanted and spent $496.00 for tickets that were not what we selected. Order info Order #: XXXXXXXXX Order date: 06/29/2015 Pittsburgh Steelers at San Diego Chargers at Qualcomm Stadium, San Diego, CA Mon, 10/12/2015, 5:30 p.m. PDT View Sideline 4 2 tickets Row 14 Seats 1, 2 Order total: $496.70 USD

Desired Settlement: I believe that we deserve the full restitution of money in this instance. We did not receive what was expected and paid for. We did receive tickets to the game we wanted but not the tickets for were we wanted but not for were we paid to sit. Also, the resolution provided by stub hub showed no customer service on there part only a means to collect additional fees from a mistake; a fee for us to sell the tickets, and a fee to buy other tickets. Therefore, benefiting from our erronias tickets.

Business Response: Initial Business Response /* (1000, 5, 2015/10/23) */ Thank you for the opportunity to respond to Mr. **** complaint, BBB Case XXXXXXXX. I have Reviewed this matter and understand that Mr. **** 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. ****'s complaint, he purchased tickets for Pittsburgh Steelers at San Diego Chargers for the game on October 12, 2015. Mr. **** 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. ****'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. **** with a refund for the purchase. Also Mr. **** 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. **** 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, *** 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 **** 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. **** 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. **** 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 BBB 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. **** rebuttal, BBB 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. **** purchased ticket for a Pittsburgh Steelers at San Diego Chargers for the game on October 12, 2015. Mr. **** 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. **** 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. **** 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. **** and offered a coupon for 25% of the purchase which he can use on a future purchase. We are still awaiting Mr. ****'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. *** StubHub Executive Customer Care Final Consumer Response /* (2000, 11, 2015/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Tickets were ordered without my knowledge due to website issues with stub hub. I asked for a refund in a live chat and was told it was my error d ***** B. (Listening) ***** B.: Hi! This is ***** B.. I'll be right with you after I review your information. ****: Ok ***** B.: I am sorry about that **** ,let me explain this for you ***** B.: StubHub does not have a return/refund policy. This is due to the fact that we are a fan to fan marketplace .So when you buy with StubHub you are actually buying tickets from another fan like yourself. So when you buy the tickets the seller who you bought the tickets from got an email saying the just made and sale and will be paid once shipped.. so we cannot cancel the order cause we are not the owners ,we just facilllate the transaction..we will only cancel order if the event is cancel or the tickets are not vaild ****: Thats what happened. The tickets were not valid ***** B.: What I'd love to do for you is help you list your tickets for sale so you can make your money back! I'll go ahead and waive the sell fee that we would normally charge sellers. This way, the price you list your tickets for sale - is the same price you'll be paid once they sell! ***** B.: the tickets are not valid? ****: I dont have any tickets ***** B.: let me have a look into this ***** B.: Before we begin, for security purposes, could you please verify the default zip code associated with your StubHub account for me? The zip code you provided does not match with the one that's listed on your StubHub account under email address *********@yahoo.com ****: XXXXX ****: Maybe XXXXX ***** B.: Thank you, I'm checking on this now for you. ***** B.: Okay I seeing order XXXXXXXXX this was placed in september ,I am not seeing any other order on the account ****: Yeah those aren't valid. I never received them ***** B.: I seeing that the ticketa are in you account and was viewed ,these were electronic and the system shows that it was viewed by the account holder ****: Yeah i saw them and knew I needed to do something about it ***** B.: I am not clear on what is the issue **** ,you are not clear on the issue this what you chatted in to query "I did not purchase these. I closed out of the window before the order went through. I should not have been charged. Please issue a refund.'..Can you clarify the issue for me so Ican be able to better assist you ****: I was thinking of buying these but did not because the game was meaningless. ***** B.: Okay ,this order was placed on the 22-Sep-2015 and were instant download tickets that were in your account at the time of purchase ****: Yes. I know this now. I never would have imagined it would be this difficult to get a refund from stub hub. You guys are the industry leader here, right? ****: An exception should be made in this situation ***** B.: As I explained we dont own the tickets as StubHub is a marketplace where fans buy and sell tickets from one another. So when you buy with StubHub you are actually buying tickets from another fan like yourself.The Transaction was buyer your self and another fan who sell tickets ,we only facillate the transfer ****: I will just fg ***** B.: so we can only provide refund on invlaid ticket delivered or if the event was cancelled ****: I will just go to the BBB to get this resolved. ****: This was an invalid ticket delivery. I did not order these ****: Can you help me or not? ***** B.: invalid meaning the tickets didnt not work ,I regards to the refund I cannot help you with that as was an error on your part ****: It was an error with your website. Not me ****: I will just copy this and send it along to the BBB...stubhub will end up spending even more to pay your employees to resolve this and in the end i will get the refund. ****: Do you want to refund it now and save the company money or should I complain to the BBB? ***** B.: I am sorry you feel this way **** as I said this is our policy and we cannot offer a refund on a order thatwas complete you can read further on The User Agreement: https://www.stubhub.com/user-agreement

Desired Settlement: Refund the unauthorized purchase made

Business Response: Initial Business Response /* (1000, 5, 2015/11/06) */ Thank you for the opportunity to respond to Mr. *********'s complaint, BBB Case # XXXXXXXX. 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 Mr. *********'s account, he placed an order on September 22, 2015 for Philadelphia Phillies at Washington Nationals for a game on September 27, 2015. We did not receive any contact from Mr. ********* until November 2, 2015 when he explained he did not know the order went through. We reviewed Mr. *********'s purchase and confirmed there were no site errors that occurred when the order was placed. Mr. ********* agreed to the terms of our User Agreement and entered into a contractual agreement with the seller to purchase the tickets when he placed the order. Under the terms of our User Agreement we would not able to issue Mr. ********* a refund. However as a one-time courtesy we have issued Mr. ********* a full refund of $35.08 to his credit card. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/9/2015 Delivery Issues
11/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was looking at some tickets and clicked the checkout button to see how much my total would be with fees and it told me that I purchased the tickets. I was looking into purchasing 4 tickets from stubhub.com on 10/27/2015. I clicked on the seats and it told me how much the actual tickets were, so I clicked the checkout button to see how much the grand total would be with fees and it never sent me to the checkout screen. It just told me that I purchased the tickets. I never got a grand total prior to authorizing the purchase. I was never even given the opportunity to choose what payment method I would like to use. I went back and retraced my steps to see if I missed where the fees were listed on the tickets page prior to clicking checkout and it definitely does not tell you how much the fees are on the tickets page. I immediately contacted customer service through their chat feature and was connected with ***** P. She said that they are not allowed to issue refunds. I explained that there was a problem with the website and that I did not authorize the purchase and she did not care. She said I could relist the tickets and that was my only option. So, not only did I come across a horribly designed website, I also had to deal with a representative who does not care at all about the customer. This is one of the WORST customer service experiences I have encountered. The order number is #XXXXXXXXX. ADDITIONAL DETAILS: Case is being handled by another organization: Paypal

Desired Settlement: I am not willing to pay the high fees that they charge for each ticket. I would either like a full refund or a credit for all the fees for every ticket. The tickets are $300 total and the fees are $61 total.

Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ Thank you for the opportunity to respond to Ms. ******' complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings 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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. Our marketplace is a live site and we do not have an "in the cart" feature. When a buyer places an order, they are entering into a binding contract with the Seller to purchase those tickets or related passes *** 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 Ms. ******' complaint, she purchased ticket to AAA Texas 500 Sprint Cup on October 27, 2015. She contacted us that same day reporting that the order went through when she was only trying to review the final price of the tickets with fees. After reviewing the order we were able to confirm that the order went through as normal and she would have been presented with a review and confirm screen before placing the order. We explained we cannot issue a refund or cancel the order as all sales are final. We offered to help Ms. ****** list her tickets for sale on StubHub if she no longer wanted the tickets. Due to the terms of our User Agreement and Fan Protect Guarantee, we are unable to cancel and refund the order. However as a one-time courtesy, we have contacted Ms. ****** and offered a partial refund of her fees in the amount of $61.00 if she would like to keep the tickets. Our original offer to list her tickets for sale on StubHub with no selling fees still stands if she no longer wants the tickets. Ms. ****** can contact our Customer Service by phone, email or chat to accept either offer. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hopefully they will be able to prevent that glitch from happening to anyone else as it is very frustrating. I'm concerned about using them again in the future as they claim no responsibility or deny that the glitch even exists. However, I am satisfied with the resolution in this case.

11/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged an extra 150.00 dollars a ticket. On October 7, 2015 I ordered concert tickets ( order # XXXXXXXXX for The Cure who have not been on tour for 8 years and a band I have never seen. There were 2 sets of tickets available that immediately caught my eye. One for 284.00 which I didn't want to pay and was cautious not to choose that particular seat. Another was for 163.89. Each set of tickets came in the same row and only a couple seat over difference. I ordered the tickets for 163.89 and once it processed. I was charged 569.76. This did not make sense to me as I ordered 2 tickets for 163.89. I immediately contacted stub hub and the customer service agent advised I was charged the 289.00 for each ticket. I was very upset and she offered me a courtesy refund of my fees and she then advised that she would send my complaint to a case manager to see if there was a computer glitch. They got back to me today and told me that there was no glitch and they would not be crediting my account. I feel like I was robbed. I know they have their fees even though it was 75.00 in fees a ticket. But to pay a difference of 150.00 in tickets for a few seats over is ridiculous.

Desired Settlement: I want Stubhub to be contacted and I would like the difference in the ticket prices from the 2 tickets which is 150.00 a ticket. I would also like to be credited for the difference in the fees since the price of 163.00 would come with a cheaper fee.

Business Response: Initial Business Response /* (4000, 8, 2015/10/23) */ Thank you for the opportunity to respond to Ms. *******'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Ms. ******* is dissatisfied with the price paid for tickets to a concert. 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 regards to Ms. *******'s complaint, she purchased tickets for The Cure on October 7, 2015. She contacted us after the purchase was made because she felt the site made an error and selected more expensive tickets. Ms. ******* explained she was looking to purchase tickets which were priced at $163.89 per ticket but she ended up purchasing tickets for $239.00 per ticket. We had our technical team review the purchase history and we were able to confirm that the tickets purchased were the same tickets that were selected, reviewed and confirmed in the checkout process. All information including price would have been displayed during checkout. We also sent Ms. ******* a confirmation email of the purchase which shows the same price. With this information we can confirm there was no site error that occurred when the purchase was made. After informing Ms. ******* of the results she was still adamant that there was an error on our end. As a courtesy we reviewed the purchase again and received the same results. We also were able to see that the tickets priced at $163.89 that she thought she had purchased were not listed for sale until 30 minutes after her purchase was already made. 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." Due to the terms of our User Agreement we are unable to issue Ms. ******* a refund for the difference in price. However, we understand her frustration and as a one-time courtesy we have refunded her fees for a total refund of $91.76. 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, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 12, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't see any other resolution other than they refunded part of my fees. I find this unacceptable because both sets of tickets were there at the same time. I wouldn't have purchased tickets in the same row, same section to pay 150.00 more a ticket. That is a huge discrepancy in prices. I would still like the difference in prices between the 2 tickets. Final Business Response /* (4000, 14, 2015/10/29) */ Thank you for the opportunity to respond to Ms. *******'s rebuttal, BBB Case XXXXXXXX. I have reviewed this matter and 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. As previously explained, the tickets Ms. ******* purchased for The Cure were listed at $239.00 per ticket but she claims she selected tickets in the same section and row which were priced at $163.89 per ticket. We had our technical team review the purchase history and we were able to confirm that the tickets purchased were the same tickets that were selected, reviewed and confirmed in the checkout process. All information including price would have been displayed during checkout. We also sent Ms. ******* a confirmation email of the purchase which shows the same price. With this information we can confirm there was no site error that occurred when the purchase was made. We also were able to see that the tickets priced at $163.89 that she thought she had purchased were not listed for sale until 30 minutes after her purchase was already made. We have already issued Ms. ******* a refund of her fees in the amount of $91.76 as a courtesy. Under the terms of our User Agreement we would not be in a position to issue Ms. ******* a refund for the difference in price that she paid however as a one-time courtesy we have issued Ms. ******* an additional refund of $58.24 for a total of $150.00. 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. *** Executive Customer Care Team Final Consumer Response /* (4200, 16, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was overcharged 150.00 per ticket. I would not pay the more expensive amount for the seats in the same row. I saw how much I was charged and immediately contacted their customer service chat.I am not confused as to what happened. StubHub did advise in their previous statement that the tickets I was charged for and the tickets I was supposed to get are in the same section and row. I still believe I am being ripped off.

11/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Stubhub went against their own company policy and canceled my ticket order after the sale was completed. Insufficient compensation was offered. I purchased two tickets to the World Series Game 4 at Citi Field from StubHub on Wednesday October 21st, 2015. I received confirmation by email of my purchase as well as electronic tickets. Approximately an hour later, I was notified by email that my order was canceled without my consent. I spoke to a supervisor and he informed me that the seller had "accidentally" listed the tickets for the wrong price. The tickets are now being sold for a much higher price. The company's policy clearly states, "UNDER NO CIRCUMSTANCES may sellers cancel orders at one price and repost the same tickets for a higher price." Their policy also states that "All sales are final", "You cannot change or cancel any orders after the sale is complete" and "By listing a ticket for sale, you are making a binding offer to sell that ticket to a Buyer who purchases the ticket for the price you have specified. When a Buyer accepts your offer by purchasing your ticket through our Site or Services, you are contractually bound to deliver that exact ticket for the specified price and within the required delivery timeframe." By canceling my purchase, StubHub has clearly violated their own policies and infringed upon my rights as a customer. I also explained to the supervisor that I would be willing to take any other tickets for the game, including standing room only tickets or seats that were not as good as the ones I would originally purchased. The supervisor said that in cases such as this, comparable tickets can be offered but there were none available. However, on the website's policy page it clearly states under the StubHub FanProtect Guarantee that they will "will find you comparable or better tickets to the event" in the event that tickets are not received as purchased. The company gave me a credit which does me no good. I would like the tickets I purchased or any other tickets for that game. The company should have to eat the costs for their mistakes, not me. Also, when I called again tonight my requests to speak to a supervisor were repeatedly refused. I asked for a phone number and/or email address for the company headquarters and that request was also refused. The representative claimed no one had this information.

Desired Settlement: I would like two tickets to the New York Mets World Series Game 4 at Citi Field on Saturday October 31st, 2015, 8:00pm. Any two tickets seated together will suffice.

Business Response: Initial Business Response /* (1000, 5, 2015/11/04) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Mr. ****** is dissatisfied with the price paid for tickets to a concert. I will provide information 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 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 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." In reference to Mr. ******'s complaint, Mr. ****** purchased tickets to the World Series game 4 which was scheduled to take place on October 31, 2015. The seller on his order contacted us on October 21, 2015 to advise us the tickets were listed incorrectly. The seller has the responsibility to report an issue immediately no matter how much time has passed. We immediately attempted to locate Mr. ****** comparable replacement tickets at no additional cost per our FanProtect Guarantee as stated above, but unfortunately, there were no comparable tickets in price. Please keep in mind when it comes to comparable replacement tickets they are at StubHub's discretion. At that point we had to process a full refund back onto Mr. ******'s credit card per our FanProtect Guarantee. We understand Mr. ******'s frustration with the situation and initially we processed two coupons in the amount of $120.50 to help resolve the issue. As an additional courtesy, we issue an additional coupon of $160.00 for a total of $401.00 in coupons. With the full refund he was provided and the coupons he was able to purchase new tickets to the event. At this time we are not in a position to provide Mr. ****** with any other compensation. 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, *** StubHub Executive Customer Care

10/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stubhub should advise customers to check with the original venue for better pricing. transcript below describes. Stubhub's best interest is for customers to overpay so they get a better %. Optimized scalping in my opinion. ****** *.: Hi! This is ****** M.. I'll be right with you after I review your information. ****: OK ****** M.: Hello ****, I am a little confused about what you are asking. Will you please elaborate? ****: I'm sure this happens all the time, but thought I'd see... Paid 4X for tickets on stubhub that were still available (and still are) from the venue. I assumed stubhub would find me the best prices, not just lead me to someone to take advantage of me. Tough lesson to not go to Stubhub first. ****: And hello! :) ****** M.: So with our sellers, we allow them to price at whatever they choose to. As supply and demand sometimes they are able to price them for a little more. ****** M.: StubHub doesn't own the tickets you purchased you bought them from another fan. Because of this, we cannot cancel any sales. I can walk you through reselling your tickets so you can make your money back! It's really easy! ****: Figured as much, and appealed to the scalper, but over 5X face value when available was a tough lesson. ****: No way I can sell them, you can buy them from etix for face value. ****** M.: I do apologize for the inconvenience. ****: Made the mistake thinking I was on the first site I should check. ****** M.: It may be worth it to try to re-sell, I can also waive the 13.80 sell fee. ****: You could do a much better service for customers if you tried to help find them the best prices. Or even advise to check to see if the event is sold out first. ****** M.: We provide a tool to allow the customers to know what the tickets are going for on the site. ****** M.: I apologize, how would you like to proceed? ****: My daughter is going to the event, it was her birthday present. I'm just frustrated to pay 5.5X face value from your site. Understand you won't do/need to do anythng but honest feedback that I started to use you guys quite a bit, but will not moving forward and be vocal about it. It seems this is an interesting loop-hole for scalping, and in your interest I paid a bunch as you get a %. ****** M.: I understand, and appreciate the feedback. We do have a feedback tool on the site if you would like to use it we have a team that reads it and everything. ****: If there is a way to lodge a complaint, or up a manager level, great. I'll also explore a better business bureau filing if the seller doesn't make it right. ****: I think you are misleading customers that you are the best place to go. ****: And are facilitating an electronic escalated scalping market to make more $. ****** M.: I understand ****, if you would like to post feedback you are more then welcome to on the website under the help tab. ****: So this won't go anywhere? ****** M.: That will be escalated like I said a team does look into this and allows our customers a voice to tell us how they feel. ****: OK. Good. I'll do the external complaint process as well. Thank you for your time. ****** M.: Let me also look into what else I can do for you. ****: Is there a case # i can use for the BBB filing? ****** M.: Will you give me a moment to? ****: or just the order #? ****: Wow, lots out there like this... ****: And not accredited... ****** M.: There is not a case number so you can use the order number. ****** M.: Thank you for chatting with StubHub today. ****: OK, thanks. Know it isn't your fault ******. ****** M.: Goodbye ****: Will I have an oppty to save this when I exit? ****** M.: I don't think so. ****** M. has disconnected.

Desired Settlement: I would like let them know the feedback, and think about their business model not being in the best interest of their customers, and question it's legality.

Business Response: Initial Business Response /* (1000, 5, 2015/10/28) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Mr. ****** is dissatisfied with the price paid for tickets to a concert. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement. All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' business. When setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?" We can understand Mr. ******'s concerns stated in the complaint. However 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. ****** with a refund for the purchase. As a onetime courtesy, we are willing to offer Mr. ****** a partial refund of the fees in the amount of $27.96. We have emailed this offer to Mr. ******. Also Mr. ****** has the option to list the tickets for sale on StubHub if he no longer wants to keep the tickets. If he decides to list the tickets we will waive the selling fee when they sell. 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, **** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: StubHub had the wrong time listed for a concert, I missed half of the show as a result. At 7:36pm on Saturday September 19th I purchased 2 Garth Brooks tickets. The time listed on the website was 8:00pm. Once I got to the venue at 8:00pm the concert had already been going for an hour and as a result of the incorrect time on their website I missed half of the show.

Desired Settlement: I would like a refund on my tickets. I never would have purchased these tickets had the time on the website been correct.

Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings 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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In regards to Ms. ******'s complaint, Ms. ****** purchased tickets to Garth Brooks with ****** Yearwood on September 19th at 7:36PM. The event was scheduled to start at 7:00PM, however on StubHub some events will have tickets available for sale up to 1 hour after the event start time. If tickets are listed for sale after the event has started, our system adjusts the start time to allow tickets to be sold. When 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 started. Ms. ****** would have been presented with this message and had to acknowledge the notification and accept the terms before placing an order. Our User Agreement also states "StubHub is not responsible for partial performances, or venue, line-up, date, or time changes. No refunds will be issued in these instances." Ms. ****** contacted us and spoke with a customer service representative and she was informed of our policies regarding this issue. Per the terms of our User Agreement we would not be in a position to issue Ms. ****** a full refund. However, as a one-time courtesy, Ms. ****** was provided with a $75.00 credit to her StubHub account for the inconvenience. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, **** StubHub Executive Customer Care Initial Consumer Rebuttal /* (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 indication. I was at the event at 8pm, when your website stated it started and was shocked to find out that the event was half over. I 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 /* (4000, 10, 2015/10/08) */ Thank you for the opportunity to respond to Ms. ******'s rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings 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 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." 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 started. If tickets are listed for sale after the event has started, our system adjusts the start time to allow tickets to be sold. This is why Ms. ****** was presented with a start time of 8:00PM. However 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 confusion. Ms. ****** would have been presented with this message and had to acknowledge the notification and accept the terms before placing an order. Due to the terms of our User Agreement we would not be in a position to issue Ms. ****** a refund. As explained, we have issued Ms. ****** a credit of $75.00 to her StubHub account as a one-time courtesy. 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. **** Executive Customer Care Team Final Consumer Response /* (4200, 14, 2015/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, they are avoiding the issue. They didn't pop up a screen to accept, when I searched for tickets it told me that the event started at 8pm. It 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 5 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 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." My tickets WERE NOT what I ordered. I ordered tickets for a show that started at 8 on their website but actually started at 7pm, so I missed half of the show. It 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 credit. I have spent 1000's of dollars on Stub Hub and never had issues with tickets. This 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 7 so I missed half of the show. That is the bottom line. I was ripped off and never would have purchased the tickets if it would have said that the show started at 7. Again, I want a refund or a credit for the full amount. I was deceived by StubHub, its really pretty black and white (I even provided the screen shots of their website with the wrong time).

10/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a ticket in which they did not fullfill or contact me that they could not yet charged my credit card. On September 18, 2015, my daughter purchased a ***** Brown concert ticket. We received an email confirmation and instructions how to print the ticket. The next day we tried to print her ticket but it stated that it was in progress. We checked our credit card and we had been charged $154.35. Her friend, who also purchased on Stub Hub received a phone call from them stating that they could not get her particular seat but ungraded her instead from lawn approximately 30 minutes before the concert. We never received notification that there was an issue with my daughter's ticket. When the "in progress" did not go away. We contacted Stub Hub who informed us that they were terribly sorry but she would not be getting a ticket because the ticket she purchased was fraudulent. I had 6 girls going to the concert and spending the night at my house with my daughter. The girls left with another mother hoping to get a ticket on site. This is completely unacceptable. In addition, I have requested a supervisor to call me but as of yet none has returned my phone call. They offered to refund me my money and gave me 1/2 credit for a future concert. Why would I ever buy a ticket from them again if I really don't have a ticket. I thought their service was to ensure that tickets were not fraudulent. Finding out 30 minutes before an event that you don't have a ticket is completely unacceptable. In addition, they charged me and now I have to wait for 10 days. I believe this is a fraudulent business practice that should not be allowed. Nowhere was it ever apparent that we did not have a ticket. They should have done all of the pre-screenings before they ever sell the tickets.

Desired Settlement: Stub Hub needs to ensure that tickets are valid before they sell them. When they notify a customer that their order has been processed and their ticket is ready to print, the customer should be 100% assured that is true and the ticket is valid.

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ Thank you for the opportunity to respond to Ms. *********'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In reviewing our records, the seller of Ms. *********'s tickets had some issues on their account. Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User Agreement, as they did in this situation. Due 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 results of the review. After that review was made, we took immediate action and tried to located comparable replacement tickets per our FanProtect Guarantee. Unfortunately, there were no replacement tickets available and the order was canceled. Ms. ********* was provided with a full refund and a credit of $77.17 to her StubHub account for the inconvenience. While we understand Ms. *********'s concern with the order being canceled and the safety of our site, we do take measures to prevent this from happening as we know it can create a poor experience. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They completely ignored our comment that they need to change their policy. While they did try to locate another ticket for us, they never bothered to tell us there was a problem with our ticket until almost 10 minutes after the event started. Had they notified us when they discovered the ticket was fraudulent we could have looked elsewhere for another ticket. We understand that StubHub is a secondary marketplace for tickets and that sometimes fraudulent sellers will get through their process. Our complaint is not that they sold us a fraudulent ticket, our complaint is that they should have notified us immediately once they discovered the ticket was fraudulent. Their "guarantee" doesn't say they will wait until the event has started to cancel the order. In this case, our daughter was going with a group of friends to celebrate her 16th birthday and she was the only one left out because she assumed her ticket was good until we tried to print it right before the event started. Further, the StubHub supervisor (Garrett) was rude in his response to us and told us that we should be happy they didn't let us print the fraudulent ticket and let her find out at the gate it was not valid, implying that she could have printed it before they realized it was fraudulent and we would have never known until she got to the gate. Therefore she would have been turned away at the gate because of their lack of communication. Due to their lack of communication and us having to scramble to find a ticket at the event, the girls missed the beginning of the concert and missed the performer they really wanted to see. We have asked them to provide all of the girls with a refund since this impacted all of them due to StubHub's lack of communication. As a side note, we are not the only ones who did not realize the tickets purchased from StubHub are really not valid until you are at the event and the ticket has been processed at the gate, as one of Mom's mentioned she buys her tickets through StubHub instead of Craigslist. After hearing about Kayla's fraudulent, she probably will buy from Ticketmaster or some other company that sells truly "valid" tickets or at least a better more prompt communication process. Final Business Response /* (4000, 9, 2015/10/06) */ Thank you for the opportunity to respond to Ms. *********'s BBB rebuttal, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. As previously explained our Trust and Safety team reviewed Ms. *********'s order and took immediate action based on the results of the review. It is not typical that the review would happen so closely to the event start time and we apologize for the inconvenience and poor experience this caused. However, under the terms of our Fan Protect Guarantee, we issued Ms. ********* a full refund and an additional credit of $77.17 to her StubHub account because replacement tickets were not available. Unfortunately, we are not in a position to issue a refund for other tickets that were not associated with this order. 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. *** Executive Customer Care Team

10/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This company has misleading and fraudulent information on how to sell tickets on their website. September 18 and XX XXXX Order Numbers XXXXXXXXX,XXXXXXXXX,XXXXXXXXX I sold three sets of Rascal Flatts tickets to Riverbend Music Center in Cincinnati. The next day, I received an email saying that my sale was cancelled and that I was charged $11.20 for each set fora total of $33.60. While going through the process of trying to post these to the website to sell the website asked me to upload a pdf even though I had indicated that I had hard tickets. But apparently you can not upload hard tickets to sell in a pdf form, so why would the website ask you to do this? I don't know, but it sounds like Stubhub is purposely trying to scam customers to make a mistake of uploading a pdf file for a hard ticket in order for them to make money off of charges. I still have the physical hard copies with me. As a business you should want to help your customers, but this business posts misguiding and fraudulent information to deceive customers.

Desired Settlement: I would like to be refunded for the $151.20 that I was suppose to receive for my valid tickets that I still have on hand. I would also like my charges removed due to their negligence, as well as their fraudulent and misleading directions on their website. Also I would like to have their web designers be forced to fix this problem so no other customers can be deceived, and charged with an unnecessary fee due to the businesses negligence.

Business Response: Initial Business Response /* (1000, 5, 2015/09/30) */ Thank you for the opportunity to respond to Mr. *****'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Mr. *****'s complaint, the tickets in question were listed on September 18, 2015 and sold shortly after. When listing the tickets Mr. ***** would have only been presented with the option to upload a PDF file because of the short timeframe until the event. When selecting the PDF option Mr. ***** would have been presented with a message stating "You cannot make your own PDF files from scans, photos, or copies of paper tickets or printouts. For more information check the 'Need help?' section." Mr. ***** continued and listed the tickets by uploading scanned copies of the hard tickets. The buyer's contacted us on September 19, 2015 to notify us the tickets they received were scanned copies. The buyer's chose to cancel the orders and receive a replacement tickets as part of our FanProtectTM Guarantee. As a result Mr. ***** was not paid for the sales and was charged $11.20 on all 3 orders, which was our total cost to make it right for the buyers. Our Seller Policies also states, "Never create your own electronic ticket files from scans, photos, or copies of paper tickets or ticket printouts. Only choose e-tickets if the tickets originated as electronic PDF files and you have the original files." We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. ***** is responsible for listing his tickets correctly and fulfilling his orders as listed. Per our User Agreement, Mr. ***** would be responsible for the total cost to make it right for the buyers. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand this, but their website is misleading and fraudulent. They try to make people upload paper tickets by posted a PDF upload link, when you are suppose to mail them so it is confusing to the customer. It is a scam. Final Business Response /* (4000, 9, 2015/10/06) */ Thank you for the opportunity to respond to Mr. *****'s rebuttal, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. As previously explained, when Mr. ***** listed his Rascal Flatts tickets he uploaded a scanned copy of a hard ticket. Per the terms of our User Agreement, if a seller delivers 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. When going through the sell flow Mr. ***** would have been only been presented with the option to upload a PDF file. This is due to the timeframe when he listed. All hard tickets that would need to be shipped to a buyer will be removed from our site 3 business days prior to the event to provide time for delivery. Mr. ***** listed his tickets his tickets on September 18, 2015 for an event the following day. We also provide a notice during the listing process, "You cannot make your own PDF files from scans, photos, or copies of paper tickets or printouts. For more information check the 'Need help?' section." As previously stated, Mr. ***** is responsible for listing his tickets correctly and fulfilling his orders as listed. Per our User Agreement, Mr. ***** would be responsible for the total cost to make it right for the buyers. 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. *** Executive Customer Care Team

10/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased tickets from the website stubhub.com. There is a lack of transparency in the total costs. The hidden fees are absurd! I purchased tickets from the website stubhub.com on 9/20/15. There is a lack of transparency in the total costs. I received a total price for tickets and was then charged over 100.00 for FEES! These fees should be posted in the total price and not after the fact.

Desired Settlement: I would like the fees to be refunded. If they were posted upfront, then no problem, but they weren't.

Business Response: Initial Business Response /* (1000, 5, 2015/09/30) */ Thank you for the opportunity to respond to Mr. *****' complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Mr. ***** 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. In regards to Mr. *****' complaint, he purchased tickets to a Washington Redskins game on September 20, 2015 and was charged $107.55 in fees. The initial price per ticket Mr. ***** was presented with is the price the seller set for the tickets. StubHub charges a buy and delivery fee which is added to the price when tickets are selected to be purchased. The final price was displayed in the checkout screen and confirmed by Mr. *****' before the order was placed. Per the terms of our User Agreement, we would not issue a refund as all information was presented and confirmed when the purchase was made and all sales are final. However, as a onetime courtesy, we have issued Mr. ***** a refund of the fees in the amount of $107.55. We have since attempted to contact Mr. ***** by phone and email to explain our pricing structure to prevent any future confusion and educate him on our policies. 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, *** StubHub Executive Customer Care

10/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account was hack My stubhub account was hacked, I noticed it by getting an email that my email was changed. I called stubhub and they couldn't find my account due to the person switch all information. I gave an old order number they found the account and deactivate it. This was on Sept 4, I call a few times back because I was told a team would call within 48 hours today is Sept 15, at 320pm I called again. And was given the same information and the agent for stubhub was making it seem nothing happen to my account. My name and address phone numbers is all on stubhub. Stubhub has no safe guards to prevent these things from happening and I get know where with them. The fraud department should call me plus offer me a credit monitor service.

Desired Settlement: And answer to how and what they will do to safe guard my information

Business Response: Initial Business Response /* (1000, 5, 2015/09/23) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB 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 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. In regards to Mr. *******'s complaint, we send an email whenever changes to an account are made to help prevent against fraud. Mr. ******* 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 him. Our Trust & Safety team reviews all issues that may occur on our buyers or sellers account, as they did in this situation. Due 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 results. Our Trust & Safety team has contacted Mr. ******* with the results. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (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 information. Trust and safety didn't contact me, and Stubhub didnt offer and saftey measures moving forward. Final Business Response /* (4000, 9, 2015/10/02) */ Thank you for the opportunity to respond to Mr. *******'s rebuttal, BBB 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 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. As previously explained, Mr. *******'s account was reviewed by our Trust & Safety team and they took the appropriate action on the account. We emailed Mr. ******* on September 16, 2015 notifying him of our review and explained what steps he can take to ensure his accounts are protected. Due to our privacy policies, we are not able to provide further details for this particular case. 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. *** Executive Customer Care Team

10/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I posted two weekend passes ** a concert that sold on June 28th. I was charged for an error 2 days before Oct.4 event not giving time to correct I went through the verification process where I reviewed my posting and 4 attachments multiple times. All was correct. Tickets sold weeks later on June 28th. The event was Oct sat 3-sun 4. On Oct 2 at 11 pm I received an email saying I would be charged for the Sunday tickets as they were not attached. While I understand I'm liable for what I attach, stub hub gave me no opportunity to correct any server error they had nor did I have any time to resell the Sunday tickets.I believe I should've been given at least one opportunity to fix this.

Desired Settlement: I believe I was unfairly charged and given no time to address this issue. I would appreciate not being charged for what I can only assume is a transmission error and under no control of mine once my listing posts.

Business Response: Final Consumer Response /* (2000, 6, 2015/10/14) */ I received correspondence today correcting the issue I have. They are currently in the process of refunding the money I was charged. Please close this dispute. Thank you!

10/14/2015 Billing/Collection Issues
10/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sales Practices are very misleading. They should explain more in detail about tickets and seating before you buy the tickets, First time I every used them I had a horrible experience. I looked for 3 tickets to a Washington Nationals game for my family. My goal was looking for seats near an aisle I have kids that would need to go to the restroom, I didn't want to make people made during the game, found a section that offered 5 seats 18-22 but again I only needed 3 tickets, i clicked on 3 tickets and it told me my seats were 18-22 i was thinking that it was an option to pick which seats i needed, which were 22,21,20, i clicked by, then it tells afterwards my seats were 20-19-18, which is not what i wanted. this is where i think the sales practices are wrong they should have been more clear up front on which seats you would be buying. I looked about a refund which they do not offer, i tried to contact someone there through chat and after we talked the guy said it would be better for use to talk on the phone. when he called me he told me that there was nothing they can do and that he would just resell my tickets for me for no charge, it would be the same cost of what i paid for them is what i would get back. told him that what if they didn't sell, he told me that they are great seats and he doesn't see that it would be an issue. i told him that i was not happy about this that i would i have to look for new seats because these do not work for what i need, he told me that he can't do anything because they have already paid the seller.. again this was only a few hours after i bought them.. i think this is bad sales practices that it should state where your seat is before you buy them instead of just saying within a group. And he was not rude but was not concern about how i was feeling about the whole thing i had to look for other tickets elsewhere at this point.

Desired Settlement: i would like a full refund i think that it would be best cause i don't think i would be using them anymore with the first time was a horrible one..

Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ Thank you for the opportunity to respond to Mr. **********'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. In regards to Mr. **********'s complaint, Mr. ********** purchased tickets to a Miami Marlins vs. Washington Nationals game for September 19th, 2015. The tickets he selected to purchase were originally listed with a quantity of 5 and he only selected to purchase 3. While going through the checkout process all of ticket details including the section, row, seat numbers, price and delivery method were displayed and confirmed before the order was placed. Our site doesn't allow buyers to select specific seat numbers from within a listing; however we guarantee that buyers will receive consecutive seats within the details provided. When a listing has more tickets available then what a buyer is purchasing, our system automatically selects the seats to ensure consecutive seats are delivered. As noted above, the terms of our User Agreement state that all sales are final and we are unable to cancel or change orders after the sale is complete. When Mr. ********** contacted us on September 17th this was explained to him and we offered to help him resale the tickets by listing them on StubHub and waiving the selling fee if he no longer wanted the tickets, however he refused. We understand Mr. ********** is frustrated with our system not providing him the option to select specific seat numbers in a listing; however all the ticket details were displayed and confirmed before the tickets were purchased. At this time the event has passed *** we are unable to provide Mr. ********** a full refund. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care

10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Price turned out to be extremely gouged and they have absolutely no refund policy other than to in turn gouge someone else. Terrible customer service. In the past, I've used StubHub and had very good results with ticket prices being close to the initial fare. Apparently that's not how it is anymore. They must have no interest or way of monitoring if people are taking advantage because it is now the norm that the tickets are extremely overpriced. Upon looking at tickets, I chose the ones that I believed had the most reasonable value. It turns out that they were triple the cost of what they should have been. Less than 2 hours later, I realized that the price was unfair and that I was being ripped off and began looking for an answer. The website makes no mention of a refund policy and makes finding a way to get answers extremely difficult. When I did manage to talk to someone, all they could tell me to do is re-list the ticket. (Which in turn, they would take 10% of the profit, should I make any, and also force me to rip someone else off in order to not lose out on my money.) This website should be shut down as it only makes for a place where people get ripped off because tickets end up engorged to unrealistic prices.

Desired Settlement: I would like at least the difference of what the normal ticket would have cost me. $75

Business Response: Initial Business Response /* (1000, 5, 2015/10/08) */ Thank you for the opportunity to respond to Ms. ***'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Ms. *** is dissatisfied with the price paid for tickets to a concert. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement. All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' business. When setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?" We can understand Ms. ***'s concerns stated in the complaint. However the listed ticket price was accepted when she 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 Ms. *** with a refund for the purchase. As a onetime courtesy, we have issued Ms. *** a coupon valued at 25% of her purchase prices for future use on our site. 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, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: App gave me the wrong tickets. When I purchased tickets using the StubHub app, the tickets purchased were for the wrong date and the wrong seats. There was no confirmation process offered by StubHub and after repeated attempts to address this with them, they have chosen to not return my money. The app flashed three times when I went to pay and I had to try multiple times. It never offered a confirmation process. The tickets were for the wrong date and we weren't even scheduled to be in NY at that time. When I called them, they offered to resell the tickets but they weren't the right tickets to begin with. It seemed unfair to place my money at risk by trying to resell tickets I never intended to purchase. I have asked for mediation as per their contract and they will not respond. The app demonstrates no verification or confirmation process and I contacted them right after the sale finalized. They chose to honor the original same rather than trust that the wrong tickets with the wrong dates and wrong seat location were inappropriately purchased. My husband and I are heartbroken that they have been unwilling to make this right. It's very cruel and heartless.

Desired Settlement: Refund in Full

Business Response: Initial Business Response /* (1000, 5, 2015/10/08) */ Thank you for the opportunity to respond to Mr. ******' complaint, BBB Case #XXXXXXXX. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. In regards to Mr. ****** complaint, he purchased tickets on July 16, 2015 to Hamilton New York for July 18, 2015. Mr. ****** contacted us the same day of the purchase to report that he selected tickets in Front Mezzanine but after the purchase was made he received Mezzanine Rear. On July 18, 2015 Mr. ****** contacted us again and advised further that the incorrect date was purchased as he wanted to purchase tickets for July 25, 2015. Mr. ****** advised that he was using the StubHub mobile app at the time of the purchase and felt there was an error with the mobile app which caused the problem. We had our technical team review the purchase and they were able to confirm that the tickets selected and reviewed during checkout process matched what is on the order details. This information was also provided to Mr. ****** in a confirmation email that was sent immediately after the purchase was made. With this information we confirmed that there was no site error that occurred. Per the terms of our User Agreement, all sales are final and buyers cannot change or cancel an order after the sale is complete. This was explained to Mr. ****** and we offered him the option to relist his ticket on StubHub and waive the selling fee if he chose to do so, however Mr. ****** never listed the ticket for sale. We understand in this case that Mr. ****** feels the error was not on his behalf, however we do not have any evidence to show there was a site error that occurred when the purchase was made. As previously explained, we are not in a position to issue a refund as all sales are final. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Stub Hub has proven through their response that they take no responsibility for their app's performance. If you check the app, you will notice no confirmation process. When I chose the tickets on the proper date and time, the pay process required three attempts to complete the purchase. In that process, my tickets changed to a more current date. I wasn't even scheduled to be in New York on those dates. I didn't know the selected tickets changed until after the purchase. I called them immediately because the seat location wouldn't work for my husbands health issue. I actually called the theater in advance to find out the proper locations that would work and I initially noticed the section. Then, of course, the date was inaccurate. I have decided to drop this complaint because I recognize this company and their staff I interacted with have no integrity. I was a volunteer in East Central Africa with refugee camps and a hospice grief counselor. I seek to support others with love and compassion. After six long emails to them, they refuse to address the app and the problem it created for me and my family. I've no doubt they didn't intend for this to happen but the app still made a mistake. Do they really think a person who called the theater in advance to find the right section would seriously buy the wrong seats and the wrong date? Does that even make logical sense? It isn't wise to waste one's time on trying to advocate for yourself when you know the other party is willing to be dishonest and repeat their policy. It was their app that failed. They are responsible. They didn't even offer to forgive their fee. I release this for peace. Karma will take care of this. Stealing money from people will eventually catch up to a persons conscience. I'm grateful I wouldn't do that. I simply couldn't live with myself.

10/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered tickets from this company. The purchase price on the website was $137. When I received the tickets they had a $50 value stamped on them. I ordered tickets from Stub hub. Online the price/ value of the tickets was $137 since I purchased two tickets and all the tax on the tickets my price was $304. When I received said tickets they have a $50 value stamped on them. The tax rate for the entertainment fee is 6.5%. When I called customer service the lady said all she could do was take the tickets back and refund 100% of the money. I really felt like they should refund the difference since I did not receive what I paid for. This event is really important to us and the date is so close that we did not wish to send the tickets back. We just don't feel that this is good business marking a product a certain price online when the product is not valued at that price even by the selling company.

Desired Settlement: We are only seeking the difference. We would like 6.5% of $100 to be kept by stub hub and the remaining balance to be refunded to my card.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ Thank you for the opportunity to respond to Ms. *******'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Ms. ******* is dissatisfied with the price paid for tickets to a concert. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you, you can adjust your ticket prices any time before they sell, and you will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Our User Agreement also notes that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. Except for canceled events, buyers will not receive a refund for completed purchases and buyers cannot change or cancel any orders after the sale is complete; all sales are final. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. A copy of the StubHub User Agreement and FanProtect Guarantee may be found on our website at www.stubhub.com/user_agreement. All listings on our site come from individual sellers who set their own prices. In most cases, the prices found on our website will be based on market value, popularity of the event, and seat location. However, pricing can also be dependent on different factors such as player/performer popularity, standings, ratings, and the location of events. As we are an open marketplace for tickets, we do not restrict our sellers in regard to pricing above or below face value. It is important to consider that all potential buyers will see a variety of tickets at a wide range of prices, and these prices may change frequently as sellers compete for our buyers' business. When setting the sale price of tickets, per our User Agreement, it is a seller's responsibility to comply with all applicable local, state, federal, and international laws, statutes, and regulations. Additionally, the bottom of every page on our website contains the following message: "Use of this website signifies your agreement to the StubHub User Agreement and Privacy Policy. You are buying tickets from a third party; StubHub is not the ticket seller. Prices are set by sellers and may differ from face value." Our online Customer Support section also addresses face value under the topic: "Do the listed ticket prices differ from face value?" We can understand Ms. *******'s concerns stated in the complaint. However the listed ticket price was accepted when she 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 Ms. ******* with a refund for the purchase. As a onetime courtesy, we are willing to offer Ms. ******* a coupon valued at 25% of their purchase price for future use on our site. We have emailed this offer to Ms. *******. 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, *** StubHub Executive Customer Care

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged $240 for not being able to fulfill a concert ticket order which I thought was removed from the site due to illness & no longer for sale. On 8/24/15, I received an email from Stubhub saying that my tickets for a Taylor Swift Concert at Staples Center in Los Angeles on 8/26/15 had sold, order number XXXXXXXXX. I called Stubhub within 30 minutes once I saw the email and mentioned how I thought the tickets were removed from the site and I no longer had them in my possession due to illness and not being able to attend. After speaking with them 2 times on the phone, I was under the impression my order was cancelled. As of 7:30pm on 8/24/15, I saw my order was still active so I manually canceled it myself, then getting charged $240 for not being able to fulfill the order. I spoke with online chat support and filed a claim at 11:12PM on 8/24/15. I am a first time seller of the site, was confused by their selling process, thought the tickets were removed from the site, and had difficulty navigating my way between their old and new website formats. The charge is extremely excessive and I was under the impression my tickets were removed from the site due to my illness. As soon as I got the email of the sale, I contacted Stubhub and the issue was not escalated on their end until I manually had to call twice again at 7:30pm and 11:00pm on 8/24/15.

Desired Settlement: I would like a refund of the amount of $240 reimbursed back to my account that Stubhub has on file. Their policies are not clear, the site was extremely difficult to navigate, I had to call numerous times to cancel the order myself, and was given a charge of $240 when I thought my tickets were no longer on the site.

Business Response: Initial Business Response /* (1000, 5, 2015/09/02) */ Thank you for the opportunity to respond to Mr. *********** complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Mr. ***********'s complaint, when the tickets in question were sold on August 24th, 2015, a confirmation email was sent immediately notifying Mr. *********** of the sale. In the email provided, we also provided Mr. *********** 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 20% of your ticket cost." Mr. *********** contacted us immediately notifying us that the tickets were given away and no longer available. We needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. *********** was not paid for the order and he was charged the 20% fee for nonfulfillment. On August 25th, 2015, Mr. *********** called in wanting to dispute the charge as he claimed he deactivated the listing before it sold. At that time he was provided with a charge dispute form which our customer service representative helped him fill out. We reviewed the charge dispute form it was determined the charge would not be reversed as we found no evidence that the listing was ever deactivated or deleted before it sold. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $240.00. Per our user agreement, Mr. *********** would be responsible for this cost. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon further research, Stubhub has had numerous complaints with the BBB for the same reason why I am filing my claim. Their user agreement was just updated on June 1, 2015 going into effect on June 16, 2015. When listing tickets, there is NO REFERENCE to this 20% charge that they suddenly spring on users who thought their tickets were no longer for sale. I downloaded the user agreement today, it is 31 full pages on a PDF and is 17,769 words long. The 20% charge for not being able to fulfill an order is first mentioned on PAGE 22/31, in one small sentence that is not even highlighted, in bold, or made to stand out. The 20% charge is 2 words out of nearly 18,000 characters in their user agreement. SUCH A DRASTIC PENALTY should be highlighted when making a listing, should be higher up and not hidden on the 22nd page, and more clear on their user agreement. They should email sellers ahead of time letting them know of possible charges, not assuming everyone reads 31 pages or nearly 18,000 words of a document. I am a first time seller of the site, was not aware of their user agreement which was recently updated according to my research. I thought my tickets were removed from the site due to my illness. Their selling process is not clear as evidenced by the very long user agreement (first mentioning the charge on page 22 out of 31 pages, and their business has had numerous complaints on the BBB for such a hidden, outrageous, poorly executed charge. I would like the charge reversed and my account refunded the full amount. Thank you. Final Business Response /* (4000, 9, 2015/09/23) */ Thank you for the opportunity to respond to Mr. *********** rebuttal, BBB Case XXXXXXXX. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. As previously noted, Mr. *********** sold Taylor Swift tickets on August 24th 2015. He notified us immediately that he would not be able to fulfill and the order. Under the terms of our FanProtect Guarantee, we needed to make the issue right with his buyer and as a result of that he was charged 20%. Sellers are responsible for all costs we incur to make it right with the buyers. We understand Mr. ***********'s frustration on this matter however per our user agreement Mr. *********** would be responsible for this cost. 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. *** Executive Customer Care Team

10/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: StubHub charged us $200 for "not delivering tickets on time and as promised". However they altered our ad when posting to remove the quantity. When we typed the ad on StubHub for our Titan's season tickets, we entered a description of the tickets in the "Section"/"Row" field stating that there were two seats included in the package, along with other details. On the right of the page you are able to see a copy of your ad under "Your Listing Info". Our ad was correct and included all of these details. Before placing your order, it says "One Last Step - Review!" and your ad is shown again for submission and approval. The ad viewed here included all of our notes clearly stating that there were two Titan Season tickets for the entire season. The tickets were sold within a minute of placing the ad. We were leery because others have not seen such quick sales and the buyer was out of California and not TN. My husband called StubHub to confirm everything was OK. The customer service representative didn't notice anything odd and said that it was not uncommon for out of state buyers to purchase tickets. We mailed the tickets immediately. On August 26, we received a $200 charge in our bank account for not delivering tickets on time and as promised. My husband called and we were forwarded a "copy" of our ad which looked like this: 2015 Tennessee Titans Season Tickets - Season Package (Includes Tickets for all Regular Season Home Games) at Nissan Stadium Sun, 09/27/2015, 11:00 CST (Event time subject to change. Check local listings.) Upper Level 307, R 20 ticket(s) They said this implies there is 1 ticket for 20 games and not 2 tickets for 10 games. This is NOT what we approved and posted. All of the details we included about the seat location and number of tickets were removed from the ad. When we called StubHub about this ****** told us that there was no way to add these type of notes to their listings. While I was on the line with ****** I walked through with her together posting a set of season tickets. I was able to type the notes in the "Section"/"Row" just as we had done before. The ad was listed on the righthand side of the page for me to review as it would look to a buyer. ****** said that there is no way to go back and see what we actually typed. She then said all of those notes would have been removed from the ad anyway by StubHub before posting because we typed it in the "Row" section and it's not relevant to the "Row". The system clearly lists your ad to review to make sure that it is correct before placing it. All of the description was there when we posted it. There is nothing on the page that tells you that any of these details will be removed from the ad. StubHub has given us an opportunity to file an appeal. We are submitting the appeal tonight.

Desired Settlement: $200 refund, reimbursement for the tickets on the game dates that have and will pass ***** we can get the tickets sold again, any overdraft fees that we may incur, and a permanent correction to your website so that this does not continue to happen to others.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ Thank you for the opportunity to respond to Mr. **********'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Mr. **********'s complaint, he listed tickets for the 2015 Tennessee Titans Season Ticket Package. They were listed on August 20th 2015 with a quantity of 20 tickets. The tickets sold the same day shortly after they were listed. On August 26th we received notification from the buyer that they only received 2 season tickets rather than the 20 season tickets the seller listed. After reviewing the price set per season ticket we were able to determine the quantity was listed incorrectly. The buyer was offered to keep the 2 season tickets however they did not want to accept only 2 season tickets for that price. Under the terms of our FanProtectTM Guarantee the buyer was refunded and Mr. **********'s was charged a 20% fee. On August 26th Mr. **********'s called wanting to dispute the charge as he claimed this issue was caused by our system changing the information on the listing after it was posted. However when the tickets were originally listed we sent a confirmation email which included the event details, ticket details (including quantity) and payout per ticket. This email confirmation shows that Mr. ********** listed a quantity of 20 season tickets. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, the total cost was $200.00. Per our user agreement, Mr. ********** would be responsible for this cost. However, as a onetime courtesy we have reversed the charge of $200.00 and the tickets were returned to Mr. ********** on August 27th. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 8, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) OH MY GOSH THIS IS NOT WHAT HAPPENED. WE SENT THE BUYER ALL 20 TICKETS IN THE SEASON TICKET PACKAGE!!!!! WE WERE SELLING 2 SEATS, 10 TICKETS EACH FOR A TOTAL OF 20 TICKETS. THE BUYER RETURNED THE ENIRE BOOK OF 20 SEASON TICKETS AND CLAIMED THAT HE THOUGHT HE WAS BUYING ONE TICKET FOR 20 HOME GAMES, AND NOT TWO TICKETS FOR 10 HOME GAMES. AMY IS EITHER LYING, INCOMPETENT, OR UNINFORMED. I DON'T BELIEVE FOR A SECOND THAT SHE IS NOT FAMILIAR WITH THIS POSTING PROCESS AND HOW THE NOTES ARE REMOVED FROM SELLERS' ADS. THE POSTING NOTES WE TYPED INTO THE AD CLEARLY STATED THE NUMBER OF GAMES AND SEATS BUT THE NOTES WERE REMOVED!!! I HAVE SCREEN SHOTES I CAN SEND AS EXAMPLES OF HOW THE AD LOOKS AS YOU POST IT, AND THEN WHAT HAPPENS AFTER IT IS ACTUALLY UP. Tamara, YOUR customer service representative, told me that any text entered into the row field is removed from the ad if it's not applicable to the row. This is what happened to us. The ad is displayed for your approval though supposedly as it will be posted with all of the notes, but those notes are removed after you approve the ad without the seller being aware. And we did not send 2 tickets to the buyer. We sent 20, 2 seats for 10 games!!!!!!!!!!!!!!!!!!! StubHub is misleading sellers as they post their ads. The fraudulent and misleading posting process needs to be corrected. I've seen consumer reports complaints about this same issue. Final Business Response /* (4000, 10, 2015/09/22) */ Thank you for the opportunity to respond to Mr. **********'s rebuttal, BBB Case XXXXXXXX. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. As previously noted, Mr. ********** listed tickets for the 2015 Tennessee Titians Season Ticket Package with a quantity of 20. When listing a season ticket package on StubHub sellers are prompted with a notification that states, "You can list your Season Ticket Package for all regular season home games here. When pricing your tickets, please be sure to set your price per ticket for the entire season, not per ticket for each individual game. If you list for this event, you must be able to provide tickets for all regular season home games." Mr. ********** would have had to click "Yes, I've read it" before the notification would be closed and the listing process began. Mr. ********** continued and listed a quantity of 20 season tickets, instead of a quantity of 2 which caused the order to be canceled and resulted in a $200.00 fee. We understand that mistakes happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. As previously explained, we have reversed the $200.00 charge and Mr. ********** has received the tickets back. 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. *** Executive Customer Care Team

9/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased tickets from website. No additional fees listed on website. At final purchase, final price is more than price advertised per ticket. Purchased tickets 6/5/2015 for Capital Jazz Festival. Site recommended by friend because price you see is price you pay. Additonal fees are already calculated into price you see. Decided to use site again 9/1/2015 order # XXXXXXXXX because of the satisfaction I received with the original purchase. On this occasion additional fees were charged at the time of purchase that were not disclose at any time on the website. Upon calling and complaining, the customer service representative apologized and immediately refunded the additional fees. On 9/15/15, use the site again, order # XXXXXXXXX and again was charged additional fees that were not disclosed at the time of purchase. Called customer service again to complain and was told the fee was a buyer's fee and could not be refunded. I also asked to refund the tickets if the buyers fee would not be removed and was told the tickets could not be refunded. I could put them on the website in hopes that they would re-sell.

Desired Settlement: I am seeking a refund for the additional fees that were not disclosed on the website. The tickets were $61.45 ea. I purchased 4 tickers for a total of $245.80. I was charged $295.42. I would like a refund of $49.62.

Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ Thank you for the opportunity to respond to Ms. *********'s complaint, BBB 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. 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. Fees may vary, but buyer can always review the applicable fees for their order before buying their tickets. All the information on pricing is available in the Customer Support section on our website or someone may contact our Customer Service team with any questions on pricing. Prior to September 1st, 2015 StubHub had all-in pricing. The price per ticket on the listing page was the price buyers paid per ticket at checkout. All Fees were built into each listing so there are no surprises at checkout. However on September 1st, 2015 StubHub changed the layout of the site and removed the all-in-pricing, and the advertisements which disclosed all-in-pricing. The price the buyers now see is the ticket price the seller has set and fees are added during checkout. In regards to Ms. *********'s complaint, when purchasing her tickets Ms. ********* would have seen the price per ticket listed as $61.20. After clicking "Checkout" she was presented with the final price of $295.42 which included the original $61.20 per ticket plus fees. This price was confirmed and accepted when she clicked "Buy Now". Per the terms of our User Agreement, we would not issue a refund of the fees as all sales are final. However, as a one-time courtesy we have issued a refund of $41.62 for the buy fees. We also called Ms. ********* and explained the new pricing set up to avoid further confusion. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/28/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: A scam for selling event tickets on line. On August 8, 2014 I was referred to Stubhub to sell tickets for a sold out event in Atlanta, GA on 08/09/2014 The Neighborhood Awards show. I had a total of 4 tickets and 2 to sell. The tickets sold immediately, on Stubhub. I received emails from Stubhub your tickets sold. We will process the payment o 08/08/2014. on 08/09/2014 I got an email nvalid ticket claim Order # XXXXXXXXX. The Buyer has 2 business days to submit the required documentation. I called Stubhub to inform them the seats were occupied I was talking to the individuals in the seats. Of course I did not say I was the Seller of the seats. I received an email 3 days later from Stubhub indicating Just thought you like to know Stubhub submitted a payment of 212.50. I called Stubhub to confirm due to the invalid ticket claim. I was told the required documentation was not sent. I said Wow the buyer's were sitting in the seats they were honest. The funds of 212.50 was credit to the Paypal account on 08/13/2015. The funds stayed in the account for 10 business days. Because I was not sure how to transfer the funds out. I have copies of each email from Stubhub. A year later 08/ later I found out I could not attend the Ford VIP party due to a sore ankle. I said I would use Stubhub again. I placed the tickets for sale on Stubhub they sold immediately, Order #XXXXXXXXX I upload the tickets per instructions via pdf. I received an email indicating the tickets were delivery. Payment will be processed. After, 5 days no payment. I did a live chat with Stubhub they said " the payment is processing. I heard this for 5 days. Than I get an email indicating I will not receive a payment due to the invalid claim form from 2014. First, I was told to disregard the invalid claim form in 2014. A year later, now I am told a different story. If I was being dishonest why would I go back to the same company? As a Seller with Stubhub you have no protection. I know for a fact the seats were occuipied. Not to mention Stubhub's agreement indicating the required documentation was not received. Why would Stubhub submit the payment to my account if this was true? Stubhub is a BIG SCAM THEY STEAL Buyer's tickets and keep the funds. I want my money for the ticket's. I did nothing wrong. I followed their guidelines and procedure. Can you help me? If not, I will be filing a small claim's case.

Desired Settlement: I want my $153.00 dollars for the sell of the tickets.

Business Response: Initial Business Response /* (1000, 5, 2015/09/10) */ Thank you for the opportunity to respond to Ms. *******'s complaint, BBB 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. In reviewing this transaction, Ms. ******* sold 2 tickets to Neighborhood Awards for August 9th, 2014. We received contact from the buyer on the night of the event advising that they were not allowed into the venue as the tickets were deemed invalid as they were already scanned. We reviewed the tickets uploaded to the order and confirmed that they were scanned copies of the printed PDF tickets. We notified Ms. ******* of the reported issue on the day of the event and explained this is likely the reason the buyer was turned away at the event. Under the terms of our FanProtect Guarantee, we issued the buyer a full refund. Ms. ******* had already received payment of $212.50 for this sale. However since invalid tickets were provided we tried to recoup her payment from a credit card on file. The credit card was denied therefore a credit memo of $212.50 was applied to Ms. *******'s account. A credit memo will deduct any future payments until the debt is resolved. Ms. ******* sold another set of tickets on August 5th, 2015 for a total of $153.00. This payment was not issued to Ms. ******* as it was withheld to resolve part of the debt owed to StubHub from the invalid tickets sold on order XXXXXXXXX. We understand that Ms. ******* is upset about not receiving her payment of $153.00. However, per the terms of our User Agreement we are unable to pay Ms. ******* for this order. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought tickets to Pax event. Tkts never came. Online agent said would try to resolve. Promised to call w/in mins. Waited 90 mins. No call. Oreder XXXXXXXXX

Desired Settlement: Bought tickets to Pax event. Tkts never came. Online agent said would try to resolve. Promised to call w/in mins. Waited 90 mins. No call. Needed to rearrange transportation back to *****************************************).

Business Response: Initial Business Response /* (1000, 5, 2015/09/10) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace website 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 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." In reviewing this complaint, Mr. ****** purchased a ticket to PAX Prime Seattle for Sunday 8/30/2015 on August 18th, 2015. The seller shipped it the following day on August 19th. The UPS tracking information on the package showed that there was no movement on the package after August 20th. Mr. ****** contacted us on August 28th reporting that he had not received the ticket yet and inquiring when he would receive the ticket. We opened an investigation with UPS to find the lost package and immediately attempted to locate Mr. ****** comparable replacement tickets at no additional cost to him per our FanProtect Guarantee as stated above, but unfortunately, there were no tickets available. At that point we did have to process a full refund back onto his credit card per our FanProtect Guarantee. The refund of $84.00 was issued on August 28th. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care

9/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stubhub will not cancel accidental orders. Stubhub will not cancel erroneous orders moments after they are placed. Additionally, they will not allow communication with the seller to resolve the issue.

Desired Settlement: I want a refund for an order that was unintentional.

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB Case #XXXXXXXX. I will provide information 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 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 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." 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 Mr. ******'s account, he placed an order for 2 tickets to A Gentlemans Guide to Love and Murder Chicago Tickets on 8/4/15. Mr. ****** contacted us and requested the order to be canceled. A member of our customer service team advised Mr. ****** we were not able to exchange the tickets or issue a refund per the terms of our User Agreement. To assist Mr. ****** in resolving this issue, he was advised of the option to list the tickets for sale on our site if he was not going to use the tickets and, as a courtesy, we offered to waive our sell fee if the tickets sold on our website. At this time Mr. ****** has not listed the tickets for sale and the tickets are his to use. However, at any point he decides to list the tickets we will honor our offer to waive the sell fees if the tickets sell. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it unreasonable that I requested a cancellation of the order minutes after it was placed and before my credit card was charged and StubHub outright refused. I told them not to put the order through and not to ship the tickets, but they ignored this request, offering only to allow me to resell the tickets on their site (where I would have to pay to re-ship them and still be liable if they were unsold). They also refused to allow me to contact the seller or to contact the seller on my behalf. Final Business Response /* (4000, 9, 2015/09/02) */ Thank you again for giving us the opportunity to respond to Mr. ******'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. As previously noted, 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. Mr. ****** has received the tickets on 8/18/15 and was offered the option to list the tickets for sale on our website if he no longer wants the tickets. We are not in the position to issue a refund to Mr. ****** as previously explained. Our policies regarding the issues have been noted and we do not have anything further to add. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance. *** Executive Customer Care Team Final Consumer Response /* (4200, 11, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested a cancellation before the credit card charge even was processed. It was still pending on my bank's end when I requested the cancellation. stubHub could have nullified it when I asked them to be refused. They also refused to allow me to contact the direct seller to cancel the transaction.

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: An unintended unarthorized purchase was activated on my computer with stubhub in the amount of $1643. I immediately called them and no refund I was on Stubhub site looking at various items. I was looking at Penn State College tickets and notice one for $1643 for a single ticket. I was amazed to see that one ticket was so expensive and I was trying to see what seat it was for since it was so expensive. I went to the next site to see if I can see and find a seat number and somehow my mouse scanned over the "Buy Now" button. Next thing I know is that the computer screen started to progress and I immediately left the page by hitting the top "x" button. This was in no way an intentional purchase. Because I didn't authorize any credit card or hit a button to buy this item I didn't think anything of it. Then on my email I find out that I this unintended action did indeed make an unauthorized or unitended purchase. How can someone make a purchase of 1643.00 with just a slip of a mouse? There is no indication on the site that this "button" would complete the purchase and my account would be charge this amount. Then for Stubhub not to refund this amount for a purchase that is not intended, activated or authorized. I couldn't figure out how it was "paid for" I find out from Paypal that 5 years ago my credit card was tied to Stubhub and this is how this instant unauthorized unintended purchase was made. A purchase of $1643.00 for something I did not intend or want to buy. I didn't know my paypal account was tied to Stubhub. You can look at my history with Stubhub and see that I have not made any purchases in several months. Additionally, I am a 52 year old woman who has absolutely no need for a one ticket season pass ** Penn State Football games! I immediately called Stubhub and spoke to ******* He would not refund my money. He would not let me speak to a supervisor. It was a recorded conversation. All he can do is relist this overpriced item that I did not intend or authorized to purchase. I filed a dispute with my credit card company and we called Stubhub together. It is stated that the tech department will look into this but the charge remains on my account. I filed a dispute with Paypal and I have contacted the Better Business Bureau. Additionally I have contact legal counsel. I will publicize in every internet and social media venue this unethical fraudulent act if Stubhub does not recognize this computer error. Please contact me with your response. **** **** ******@comcast.net Order #: XXXXXXXXX Order date: 08/25/2015 2015 Penn State Nittany Lions Football Season - Season Package (Includes for all Home Games) at ****** Stadium, University Park, PA Date and Time TBD (Event time subject to change - Check local listings) Lower Level Sideline EJ 1 ticket Row 1 Seller didn't provide seat info Order total: ******** USD

Desired Settlement: A refund for the amount of $1643.00 for an item I did not intend to purchase and it was an computer error. This is no indication that this amount would be immediately charged to my account

Business Response: Initial Business Response /* (1000, 5, 2015/09/06) */ Thank you for the opportunity to respond to Ms. **** complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. A copy of our User Agreement may be found at www.stubhub.com/user_agreement. Per our User Agreement, it I 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. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete. In reviewing this complaint, Ms. **** contacted StubHub explaining that she did not purchase tickets as there was a site error that caused the purchase to initiate. As per Ms. **** request, we forwarded this issue to our technical team to investigate. As a courtesy for the inconvenience, we offered Ms. **** to relist waiving her sell fees and waived her buy fee in the amount of $248.25 issued as a coupon to use on a future purchase, to which she accepted. Our technical team presented the results and after further investigation, it was determined there was no site error. In reviewing the session, Ms. **** viewed the event information, examined the ticket details, and pricing information on the event page for the tickets. On the Review and Submit page of the buy flow, after Ms. **** selects her ticket of choice from the event page, Ms. **** was asked to confirm all purchase details before completing her transaction. Ms. **** then clicked Buy Now and viewed the Order Complete page with the Order number provided. As Per our User Agreement, Ms. **** is now the owner of these tickets as we are unable to cancel this order and has since relisted the tickets for sale. We have no further compensation to provide for this order. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. Sincerely, ******* StubHub Executive Customer Care

9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sudden change in pricing structure now has "hidden fees" when picking tickets. Fees in excess of 25% of purchase price. I purchased two set of tickets on 8/20/15 for a Milwaukee Brewers game (Orders: #XXXXXXXXX & #XXXXXXXXX). I'm a long time StubHub user and have grown accustomed to their "no hidden fee" approach, which when shopping for tickets shows the all in price including all fees (which i like by the way). Apparently this structure has changed without any warning to me as the customer. When purchasing the tickets above I clicked through the fields submitting order thinking everything was as it has been, and wasn't until after the purchase I noticed the total $ amount seemed high. Looking closer, I noticed on what should of been $80 in tickets, had an additional $35+ in fees, and what should of been $90 in tickets an additional $30 in fees. $65+ more then I intended to spend (and as a side note, those fee amounts seem extremely high). I contacted customer support the same night, and was told they are trying out a new way to display available tickets, where only the seller price is shown without any additional fees. I responded to the agent, that was fine but for us customers who have grown accustomed to the "no hidden fee" approach that Stubhub pushed for many years (I believe it was even their marketing campaign for awhile to distinguish them from other resellers), this can cause confusion and in my case mislead me into overspending for tickets. She said there was nothing she can do to help me, but apologized and asked that I submit a Suggestion through the site to give feedback on the new structure. I told her I'm looking for some relief from a company I've been a long time loyal customer to and have spent plenty of money with and submitting a suggestion won't help the situation. She was unable to do anything. I had her cancel my account, as I wasn't able to find how to do this through the site and we ended the conversation. I understand that I have the responsibility to check the total of any sale, but I also believe StubHub has the responsibility to clearly inform their customers of a major change in how prices are displayed. Perhaps a pop-up window when clicking "checkout" that says "Hi, we've recently changed the way pricing is displayed in the ticket menus. Please be aware that the displayed price DOES NOT include all fees as it has in the past. Thanks, StubHub" StubHub was my go to company for anything ticket related, so I find this extremely disappointing that they were unwilling to assist a long time customer.

Desired Settlement: Looking for a refund of the FEES on the ticket sale. I understand refunding the tickets would be difficult as the seller would then have to resell them, and they are not at fault. And I was willing to pay what I thought was the all in price for the tickets, so I'm just looking for a refund of the difference.

Business Response: Initial Business Response /* (1000, 5, 2015/09/03) */ Thank you for the opportunity to respond to Mr. ***** complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. All-in pricing is the price buyers see when looking at ticket listings on our site. It is the price they will pay per ticket. All Fees are built into each listing so there are no surprises at checkout. The purchase price for each ticket, or group of tickets, includes: The price of each ticket A variable service fee Any delivery or handling fees (delivery fees range from $2.00 to $5.00 per ticket, depending on the delivery method) Fees may vary, but buyer can always review the applicable fees for their order before buying their tickets. All the information on pricing is available in the Customer Support section on our website or someone may contact our Customer Service team with any questions on pricing. In reviewing this complaint, Mr. ***** purchased 2 orders for the Cincinnati Reds at Milwaukee Brewers event. The prices were displayed in our new Advance Setting Experience. The new Advance Setting Experience allows buyers to reveal all prices on site without fees and allows them to toggle the option if they would like to see fees. Mr. ***** contacted StubHub and explained that he was not satisfied with the new view as he was not notified of change and requested to waive buy fees. While we understand Mr. ***** does not agree with our policy, per our User Agreement: "StubHub reserves the right at any time to modify or discontinue, temporarily or permanently, the Site, the Services, or any part of the Site or Services with or without notice for any reason. StubHub performs regularly scheduled maintenance. While we do our best to avoid customer impact, the Site or our Services may be temporarily unavailable during maintenance periods. We may charge service, shipping, delivery, fulfillment or other fees for using our Services (collectively referred to as 'Fees'). StubHub reserves the right in its sole discretion to change Fees at any time as it deems appropriate, including after you list your tickets." Ultimately, we were able to resolve this case with Mr. ***** waiving his buy fees on both orders and processed an additional 20% coupon to which Mr. ***** accepted. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, ******* StubHub Executive Customer Care

9/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: No notification that pricing for an event held in Canada is priced in USD. On August 5, 2015 I order Blue Jays Baseball ticket on stub hub, order number XXXXXXXXX. These tickets were bought by me in Canada with a Canadian Credit card for a game being held in Toronto Canada. I was charged $441.81 USD. At know time in the purchase process was I notified that the price was in USD. When the confirmation came through I never thought to check for this as it was a Canadian event being paid for in Canadian dollars. On calling Stubhud and speaking to agent she notified me that Stubhud had recently changed its' web site for Canadian purchases. That the old one did notify purchasers that Canadian events were purchased in USD but the new one does't. I believe that this is an unethical business practise that needs to be stopped immediately. Regards

Desired Settlement: A dollars exchange rate reimbursement $153.78 CD. And immediate notification on web site of the fact that all purchases are in USD for Canadian events.

Business Response: Initial Business Response /* (1000, 5, 2015/09/02) */ Thank you for the opportunity to respond to Mr. *******'s complaint, BBB Case XXXXXXXX. I have reviewed this matter and understand that Mr. ******* is dissatisfied with the price paid for tickets to a Canadian event on our website. 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. All prices are listed in US Dollars and are non-negotiable. All potential buyers will see 'USD' after prices on StubHub; this is visible from the Tickets Details page through checkout and denotes for the buyer that the prices shown are in United States Dollars. Once a buyer places an order on our website in US Dollars, the order converts to their respective currency when processed through their bank or financial institution. StubHub is not responsible for any financial charges or exchange fees for purchases made from credit or bank accounts from outside the United States. In reviewing Mr. *******'s complaint, he stated he was unware his order was placed in US Dollars instead of Canadian funds, however StubHub takes multiples steps to ensure our customers are aware that tickets listed and sold on our website are in US Dollars before an order is placed. For instance, when on our StubHub.ca website, Mr. ******* would have received a pop up notification notice stating the following: "Thanks for stopping by StubHub.ca! All prices are in US dollars. If you're unsure how much your tickets cost in Canadian dollars or how much to list your tickets for, you can use any exchange rate calculator to check." In addition, on every page of the checkout process, as we previously stated, we disclose the currency being charged for the tickets is in USD or US Dollars, which Mr. ******* 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. ******* with a refund for the difference in exchange rates. 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, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because there was/is no pop up advising that the purchase for a Canadian event purchased in Canada was being sold in USD. Stubhub can hide behind pages of details all they want. That is slight-of-hand selling. A business practise known better on the streets. I advise everyone I know and more not to use Stubhub in Canada. Regards Final Business Response /* (4000, 9, 2015/09/17) */ Thank you again for giving us the opportunity to respond to Mr. *******'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. As previously explained, StubHub takes multiples steps to ensure our customers are aware that tickets listed and sold on our website are in US Dollars before an order is placed. For instance, when on our StubHub.ca website, Mr. ******* would have received a pop up notification notice stating the following: "Thanks for stopping by StubHub.ca! All prices are in US dollars. If you're unsure how much your tickets cost in Canadian dollars or how much to list your tickets for, you can use any exchange rate calculator to check." Also during the checkout process it is disclosed the amount being charged is in USD or US Dollars. We understand that this is frustrating for Mr. ******* however per the terms of our User Agreement, we are not in a position to provide Mr. ******* with a refund for the difference in exchange rates. Our policies regarding the issues have been noted and we do not have anything further to add. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance. *** Executive Customer Care Team Final Consumer Response /* (4200, 11, 2015/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I give up. Never use stub hub again. And I tell all my Canadian friends. Regards

9/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was selling 4 tickets at $100 each and Stub Hub sold them for $65 each. I was then informed that the difference was my mistake which is a lie. I was selling 4 tickets at $100 each and Stub Hub sole them for $65 each. I was told by the customer service department that the difference or change in the price was my fault. There is no way I would have or could have accidentally change the price to $65 from $100. This is a lot of money and Stub Hub was not willing to help me at all.

Desired Settlement: I would like Stub Hub to to admit this issue was on their end and provide me the difference on each ticket.

Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ Thank you for the opportunity to respond to Ms. **********'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. In reference to Ms. **********s' complaint, Ms. ********** listed 4 tickets for Book of Mormon Denver on August 19th 2015 for $150.00 per ticket. The price was changed on the listing several times until the final price of $65.00 per ticket was updated on September 1st. All 4 tickets sold for the price of $65.00 per ticket the same day. Ms. ********** contacted us on September 2nd reporting that she felt there was an issue on our end which caused the tickets to be listed below $100.00 per ticket. We had our technical team review the listing changes and they were able to confirm that all price changes were made from within her account and through a normal process, confirming that no site error occurred. In this case, Ms. ********** had changed the price several times on the listing and there was no site error caused the issue. We have issued Ms. **********'s payment for the sale on September 14th to her PayPal account. We are unable to pay Ms. ********* the difference as our User Agreement states the seller can adjust the price any time before the tickets sell. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did initially listed the tickets at $150 each. Several days later I dropped them to $130 each. Once I had one week left to sell them I changed it to $100 each. The IT department is showing a minute after I changed it to $100 each I switched it to $65 each, which is not the case, and does not make sense based on the prices I was using. Why would I change it a minute after? I was hoping for some sort of middle ground and customer service from Stub Hub. I do not feel heard or cared about in any way.

9/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was falsely charged $209 without any prior notification or proper proof. Stubhub charged my credit card without any authorization $171 and $38. I sold a ticket that had one minor detail wrong "The order was for Section Floor 13, Row 4, Seats 11, but the tickets provided were for Section Floor 13, Row 4, Seats 1. I have attached the tickets for your records" Therefore, the $38 charge was made to FIX the situation, as the email put it. Then the person claimed that they could not attend the event due to this issue and I was charged $171. Which does not make sense whatsoever because they received the hard copy of the ticket which was valid--what was posted on stub hub does not affect the actual ticket the person held. Therefore, there is no way they would have been denied access--how would the venue even know what was posted on stub hub vs what the ticket said. They wouldn't, they would just scan the ticket which was paid for and uploaded by ticketmaster. Stub hub refused to answer any of my questions or concerns and instead told me that I had to contact the venue and ask for a FULL scan report--which the venue would not provide because it was a sold out 55,000 person concert...then they wanted to ask about maybe a letter dealing with the ticket directly...how am I to get that information when I DO NOT HAVE THE TICKET. The person had it but yet I am the one who was charged within a couple hours without any notification and they do not have to provide proof of anything. Stubhub has failed to answer any of my questions or properly assist in this situation. I am in the process of disputing the two charges on my credit card due to the fact that they were not authorized in any way. Lastly, it took this person almost a year to realize that they seat was ten seats off on the ticket vs stubhub due to the fact that I sold the ticket back in October and I am just now getting informed, after the event that there was an issue. The ticket was sold on December 9, 2014. Also, i have never had an issue with any of my sales before and the tickets not being valid when they have all been uploaded from ticketmaster. None of this makes sense and I am now closing my account with them because I do not trust them. I am saving all proof though.

Desired Settlement: I want the charges taken off my card. I refuse to pay any of it considering the one charge should not have been allowed 8 months after the ticket sale and they should have to provide me proof. Instead this is taking time away from my job and causing a lot of emotional distress because I do not have enough information on my end to properly look into this. This is entirely on them and the person making the claim but yet they did not even give me a chance to respond before they charged a credit card that I haven't used in over a year. Now I have to take time away from my job to try to make phone calls to the venue, send emails to Stubhub, contact the BBB as well as contact my bank about disputing the the charge. I also still have to make monthly payments in order to continue my good credit. Therefore, I want to speed up the process and have a refund. I've learned my lesson that they cannot be trusted as a lot of reviews have stated and will not be purchasing nor selling tickets through them again.

Business Response: Initial Business Response /* (1000, 5, 2015/09/06) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB Case XXXXXXXX. I understand that Ms. ****** is dissatisfied with our process in regard to invalid tickets claims. I will address this concern 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. We want to make sure our buyers get the tickets they ordered in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreement. A full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement. If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer's claim, advising that failure to do so would result in the charges being assessed to the order. The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid. In reviewing Ms. ****** complaint, Ms. ****** sold one ticket for the 1989 World Tour - Taylor Swift event. On the night of the event, the buyer contacted us and stated that the tickets were invalid and they could not gain entry. In addition to the tickets not being valid for entry, the buyer was not provided with correct tickets. As we had to make this situation right with our buyer under the terms of our FanProtect Guarantee, ultimately Ms. ****** was charged for mis-listing tickets and providing invalid tickets. We notified Ms. ****** of the reported issue on the day of the event and requested that she respond to us within 48 hours and provide her original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement. While we understand Ms. ****** disagrees with our policy and processes, we take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyer. We stand behind our FanProtect Guarantee for both buyers and sellers. It is the seller's responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets. We are more than happy to help Ms. ****** resolve this issue to her satisfaction once we received the requested documentation. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, ******* StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are several things that frustrate me with their response. First, they're backtracking on things in their emails to me, which is silly because that can be proved. I was not given 48 hours, they charged me right away without even letting me defend myself. Which I also couldn't since I was on vacation. Two, they haven't assisted me with anything besides sending me what they sent above. It's pretty much the same. I have a million questions but no one is answering them. I want to know why I need to provide any other proof other than the receipt of the ticket that was uploaded. It was from Ticketmaster, I don't see why other than that the ticket would be invalid. Also, why would the venue care what is said on Stubhub? Do you know how many times I had a seat slightly off on my ticket bought from Stubhub but yet I still got in? Next, how the **** am I to get EVERY SCANNED ticket from the concert?! Do you know how much of a joke I sounded? I wanted the scanned ticket for a sold-out concert that had 55,000 people? Oh and that I couldn't look up the ticket because I don't have the information of the original ticket because Stubhub does or the person does? Also, it still doesn't make sense why they noticed the mistake number 8 months later. Stubhub hasn't been of assistance in answering any of my questions, which is why I am here. Also, I have sold many tickets on Stubhub without any issue, I also sold my ticket for less than the face value, so this wasn't for making money. Lastly, the only payment I will make will be for the mistaken extra number, I refuse to pay the amount of the ticket. Final Business Response /* (4000, 9, 2015/09/17) */ Thank you again for giving us the opportunity to respond to Ms. ******'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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. As previously noted, Ms. ****** sold a ticket for 1989 World Tour - Taylor Swift event. The buyer was unable to gain entry as the ticket was deemed invalid from the venue. In accordance with our User Agreement, Ms. ****** was charged to recoup her payment for the sale and charged an additional fee to cover the cost in incurred to make it right with her buyer. While we understand Ms. ****** disagrees with our policy and processes, we are not in a position to refund the charges assessed unless the proper documentation is provided. As we are not the original purchaser of the tickets we are unable to contact the venue directly to get the documentation. As previously stated, we are happy to review Ms. ****** claim again once we received the requested documentation. 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. *** Executive Customer Care Team Final Consumer Response /* (4200, 11, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, none of my questions were directly answered and the same lines were said as in emails and their last response. Why don't you guys treat us like actual people, help us like you said you would be more than happy to do so and just answer my questions? I refuse to pay.

9/17/2015 Billing/Collection Issues
9/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The website did not have correct information about tickets at the time of purchase and refused to give a refund for invalid tickets. Order # XXXXXXXXX I've bought 2 tickets for an event on Stubhub, but the website did not state the fact that the venue has changed at the time of purchase (did not update information about venue change - website still stated that it's going to be held in the old venue). The venue change(Shrine Expo Hall -> Club Nokia) happened couple days before, but I did not know until after purchase; I checked the downloaded PDF tickets to find out they're for old venue - which is not valid to be used according to original ticket provider AXS. (AXS stated that another tickets were to be sent to the original ticket purchaser) After I've found about the venue change, I've called Stubhub to give refund for the invalid tickets - but they refused and kept insisting me to wait until they contact the seller to "see if" they can get the new ticket from him/her. I've asked what happens if the seller does not answer, and the customer rep had no clue about this matter but to answer me "I can help you sell them back (without having to have usual 10% fee)"; that means they not only refused to give refund for invalid tickets but telling me to sell them back to another innocent customer. The most important part of this complaint is that the website did not have correct info at the time of purchase; knowing concert that's supposed to be held at a venue changed to another - that's a completely different experience. I've explained to Stubhub that I've been to both venue listed above, and even if the ticket being transferred to corresponding section to new venue, it's a completely different experience and I want refund since I would not have purchased those tickets if the venue had changed. (For example, the Shine Expo Hall standing GA section is almost same for everybody if I line up early enough - but Club Nokia is different - they're set to have regular GA way in the back section) Stubhub said they're not responsible about the venue changes, but I don't think they should be irresponsible and just ignore the fact that the venue had changed and just watch all tickets listed turn invalid anymore; refund is the only way to solve this problem and if they're telling me to resell the invalid tickets or wait until the seller responds, it's their job for reselling them and not my problem. I need my money back to get a new tickets for GA pit at Nokia now, since the venue changed.

Desired Settlement: Stubhub said they're not responsible about the venue changes, but I don't think they should be irresponsible and just ignore the fact that the venue had changed and just watch all tickets listed turn invalid anymore; refund is the only way to solve this problem and if they're telling me to resell the invalid tickets or wait until the seller responds, it's their job for reselling them and not my problem. I need my money back to get a new tickets for GA pit at Nokia now, since the venue changed. Even if this does not get resolved, I'll keep coming back for another complaints.

Business Response: Initial Business Response /* (1000, 7, 2015/09/11) */ Thank you for the opportunity to respond to Ms. ****'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace website 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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement In reviewing this complaint, Ms. **** purchased 2 tickets for Show Me the Money Tour for September 10th, 2015. The event was originally to be held at Shine Expo Hall but was relocated to Club Nokia. The information on our website at the time Ms. **** purchased the tickets showed the event would be held at the Shine Expo Hall because the venue change had not been confirmed with our events team yet. Ms. **** was not issued a refund because we needed to confirm if the original tickets would be valid to use. Our User Agreement also states, "StubHub is not responsible for partial performances, or venue, line-up, date, or time changes. No refunds will be issued in these instances." After further review, we were able to confirm that the new venue Club Nokia would have new tickets under the buyers name at the box office which they could pick up the night of the event. As the tickets Ms. **** received could be exchanged for valid tickets, under the terms of our User Agreement, we would not issue a refund. However we understand that this situation was inconvenience for Ms. **** and as a one-time courtesy we have issued a full refund of $400.99 on September 4th, 2015. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 9, 2015/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for tickets for Kenny Chesney tickets at Gillette Stadium. They sent the wrong tickets & said I could keep them or send them back I placed an order for tickets for the Kenney Chesney concert at Gillette Stadium. When I opened the tickets they looked different to me - it looked like they sent me the wrong ones. I emailed them and said "I got the tickets but it says section 101?" They sent me an email stating "Hey *******, Thank you for contacting StubHub. I'm sorry to hear that. I will help get this resolved. Don't worry, you're protected by our FanProtect? Guarantee, so you are entitled to comparable replacement tickets at no additional cost if you do not want those tickets or a full refund. I have made a note so if you have any questions or concerns chat with us live now. We're here 24/7. Please note Chat is not available on mobile devices. You can also call StubHub at ************ Thanks for using StubHub!" I sent them an email back and said "My cousin and I were trying to sit together. Their seats are in section 306-where I thought my seats were. This is a total bummer. I will keep them. But really wanted to sit with my cousin." They then sent me an email stating that I can't keep the tickets and I have to send them back. They never stated that in the original email. The harassment went on for days. I told them to stop emailing me and harassing me. Finally I got an email on July 30th that they charged my card $92.01. THEY DID NOT HAVE MY AUTHORIZATION TO CHARGE THE CARD. I stated that I would be contacting the authorities because they charged my credit card without my permission. The face value of the tickets in section 101 is $110 - Their website is selling them for $190+. This is scalping in Mass and I don't know how they get away with charging such ridiculous prices for tickets. I paid $267.99 for the original order and I think it's fair that I get to keep the tickets with no additional. They made a mistake, told me I could choose to keep the tickets - there was NO MENTION of an additional charge. This is completely unfair to me - the customer. I could have disputed the charge with my bank, but I decided to go thru the better business bureau first. This was an UNAUTHORIZED charge to my account in the amount of $92.01. ***** ******** (my wife) has been handling correspondence with them via email. Last email was sent July 30, 2015 at 6:52 pm telling them I am contacting the authorities regarding the unauthorized charge. ADDITIONAL DETAILS: Case is being handled by another organization: Massachusetts Attorney General Office

Desired Settlement: I am seeking a refund of the $92.01 that was charged to my credit card without my authorization. I paid more than face value for the tickets and should not be charged any additional cost. I agreed for them to withdraw the original cost of the two tickets ($267.99). This withdrawal was done on 7/17/15.

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ Thank you for the opportunity to respond to Mr. ********'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In reviewing this complaint, Mr. ******** emailed StubHub advising that he has received the incorrect tickets. Mr. ******** purchased tickets from our site in section "Upper 306" but received tickets in section "Lower 101". As stated above, per our FanProtect Guarantee, we guarantee the buyer will get their tickets in time for the event, tickets will be valid for entry, and tickets will be the same as those ordered. As a result of this information, we advised Mr. ******** that he may keep the tickets or receive new tickets that are better or comparable to the tickets he purchased. The seller of Mr. ********'s order was notified of this error and requested to have Mr. ******** tickets shipped to another buyer, to which these tickets were sent in error to both. Ultimately, we erroneously charged Mr. ******** in the amount of $92.01, for refusing to ship their tickets as he was originally advised the option to keep the tickets. We understand that Mr. ******** was charged incorrectly, and as a result of this error, we have since refunded Mr. ******** in the full amount of $92.01. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, ******* StubHub Executive Customer Care

9/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought tickets from Stub Hub thinking I was going to get a different view then want I came to find Stub Hub showed a different view on their website that what the actual view shows on other websites. Its deceptive and I believe part of the ********** act( Maybe just Financial) if not then it should be . Stub hub denied my refund because of a no refund policy and that the tickets stated limited or obstructed view. Limited or obstructed view could mean multiple different things ( Deceptive) I have pictures of proof. The do not state buyer beware because they make a profit from seller. The tickets cost $606.00 purchased on 15/XXXX XX/11/2015 STUBHUB, INC XXX-XXX-XXXX CA 1622 -$606.00. There customer service was poor and neglected to give me any Resolution. I should be given a refund

Desired Settlement: I called Stub Hub multiple times. 7 days after I realized the discrepancy i called and they would not help me. They threatened to deactivate my account and not send me the tickets

Business Response: Initial Business Response /* (1000, 5, 2015/08/21) */ Thank you for the opportunity to respond to Mr. **** complaint, BBB Case # XXXXXXXX. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. The Seller Policies section of our User Agreement notes rules for listing tickets. This includes a requirement for sellers to provide accurate section, row, and seat information about their tickets. In addition, sellers are required to disclose any ticket features listed on their tickets or disclosed when the original purchase was made. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer by the seller - including features and comments a seller selects or disclosures a seller fails to select - the seller may not get paid, may incur fees for us finding replacement tickets for the buyer, or may be subject to other consequences as outlined in our User Agreement. For the tickets purchased on our website by Mr. **** for the Miami Dolphins at Washington Redskins game noted in his complaint, the seller listed the tickets correctly with the Section noted as "Lower Level Sideline 222" and with the required ticket disclosure of "Limited or obstructed view (printed on ticket)". This information was presented to Mr. **** when he first reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchase. Mr. **** noted in his complaint that the section and disclosure information was visible when he made the purchase. Once the order was placed and the tickets were delivered to Mr. ****, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listing. In situations where a seller listed all information correctly and delivered tickets as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site. While we understand in this case that Mr. **** has noted that the section view display was confusing, we explained to Mr. **** that the view from the section picture is a generic venue display and not a full representation from his seat, however the disclosure was visible upon purchase. As a courtesy, we offered Mr. **** a partial coupon or partial refund in addition to waiving sell fees to relist tickets. Mr. **** rejected offer and noted that he would like a full refund or he will initiate a chargeback. We explained to Mr. **** by initiating a chargeback, we will have to deactivate his account. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, ******* StubHub Executive Customer Care

9/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was wrongfully charged $490 by StubHub after selling tickets to a purchaser who claims he was denied access to the event with the purchased tickets. On July 23, 2015, I sold 4 tickets to the ******************** United match at Levi's Stadium in Santa Clara, CA (order #XXXXXXXXX). The tickets were for seats 18-21, row 18, in section 202, and were sold for $488.88, with me receiving $440 from the sale. On July 29, 2015, I was notified by StubHub that the purchaser of the tickets claims that the tickets for seats 19 and 20 were invalid and he/she was denied access to the event. Upon receipt of the email from StubHub I provided them with copies of my Ticketmaster order invoices proving the validity of the tickets, as well as the other two tickets I had purchased from Ticketmaster for personal use for seats 10-11, row 3, in section 226. The personal use tickets were purchased for $120 each, compared to $95 for the ones sold on StubHub. Additionally, I provided StubHub with a photo from the event with myself and my girlfriend, ****** ********, from the event sitting in section 226 in the seats we purchased. On July 31, 2015, StubHub replied to my email and claimed that the documentation provided is insufficient and asked that I obtain a "scan report" from the venue of the tickets scanned at the event. On the same day, I called Levi's Stadium customer service and was notified that they do not share "scan reports" with customers and denied the request. I immediately replied to StubHub clarifying the discussion with the venue and denial of the report. On August 1, 2015, StubHub replied to my email and notified me they are charging my credit card (AMEX) $440 for the allegedly invalid tickets plus $50 fee to "make things right with the purchaser".My AMEX credit card was charged on the same day for $490.

Desired Settlement: I am seeking a refund of $490 from StubHub, plus $1,000 in punitive damages for compelling its own users to an unconstitutional clause in their user agreement. The unconstitutional clause refers to Clause 11 pertaining to the denial of user from suing StubHub under any circumstance.

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ Thank you for the opportunity to respond to Mr. *********'s complaint, BBB 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. In reviewing this transaction, Mr. ********* sold 4 tickets to a game on 7/23/15. We received contact from the buyer on the day of the game advising that they were not allowed into the venue as the tickets were deemed invalid as they were already scanned. We notified Mr. ********* of the reported issue on the day of the event and requested that he respond to us within 48 hours and provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement. Mr. ********* responded the same day and provided us a receipt showing the tickets were originally purchased by him. Mr. ********* also notified us that he was unable to obtain scan reports from the venue and they do not release that information. We informed Mr. ********* that he can also obtain written documentation from the venue regarding the usage of the tickets. Mr. ********* failed to provide the proper documentation needed he was charged $440.00 to recoup his payment and an additional $50.00 which is the amount we incurred to make it right for his buyer. We understand that Mr. ********* is upset about the charges of $440.00 and $50.00 to his credit card. However the tickets Mr. ********* provided his StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr. ********* for this order and he is liable for the additional charges. We have informed Mr. ********* that we will gladly reopen the claim and will reassess the charges at any time if the requested documentation is provided. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

8/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Tickets withheld On 7/2/2015, I had 4 tickets listed for sale for the San Francisco Giants vs. Washington Nationals game on 7/3/2015 at 6:05 pm, and 13 listed for the San Francisco Giants vs. Washington Nationals game on 7/4/2015 at 11:05 am. (All times noted in this email are eastern time.) At about 4:20 pm on 7/2, I attempted to list 5 more tickets for the 7/4 game. After submitting the listing, I immediately received the following email: "We found an issue after the following tickets were listed from your account. For your protection, we've deactivated your ticket listings (including the one below) and temporarily locked your account. Please give us a call at ************** and we'll help you fix this. StubHub Listing ID: XXXXXXXXXX San Francisco Giants at Washington Nationals at Nationals Park, Washington, DC Sat, 07/04/2015, 11:05 AM EDT 408 5 tickets Row N Seats 3, 4, 5, 6, 7" I logged into my account, and indeed all of my listings had been deactivated. I immediately called ************** at 4:30 pm and was told that my case was being forwarded to the trust and safety team. I asked how long it would take for them to contact me, and the representative said within 24 hours. This was problematic because the sale end date for the 7/3 game was 7/3 at 4:05 pm, under 24 hours from the time I was told it would take 24 hours to contact me. I waited for contact from StubHub. Receiving none, I contacted @StubHub on Twitter about 11:00 am via direct message to ask for help with the issue. At 11:08 am, I received a message from @TeamStubHub asking for my email & zip code for verification. I responded with the requested info at 2:45 pm. At 3:00 pm, I received a reply saying, "Thanks for the info. We looking into the issue at this time." At 3:05 pm, I received a reply saying, "The issue was that the Amex ending in 8578 is a type of Prepaid card that is not valid to be used to list tickets for security purposes," immediately followed by, "We have reactivated the account at this time. A valid credit/debit card will need to be attached in order to reactivate the listings." When I asked why this 5 minute fix was not done earlier, the response was "These reviews can take up to 48 hours to complete. We were able to push this and have it expedited to resolve ASAP." My account was reactivated just 60 minutes before the sale cutoff time for the 7/3 game, and just 18 hours before the sale cutoff time for the 7/4. This put my ability to sell the tickets in severe jeopardy, and prices had gone down in the time between my account deactivation and reactivation. I have been selling tickets on StubHub since 2010, and I have been buying tickets on StubHub for even longer. I have sold at least $30,000 worth of tickets in that time, including nearly $3,000 so far this year. I am appalled that StubHub would hold my tickets hostage so close to event time. Because I had no idea whether my tickets would suddenly be reactivated, I could not sell them via another means during the 23 hour time period my account was locked. Because of the major inconvenience and the potential lost revenue, on 7/4/2015 I sent an email to StubHub's Executive Customer Care with a reasonable request for a waiver/refund of the service fees on the 5 sales that I made after my account was reactivated, as follows: Order #XXXXXXXXX: $11.72 Order #XXXXXXXXX: $10.52 Order #XXXXXXXXX: $10.23 Order #XXXXXXXXX: $27.28 Order #XXXXXXXXX: $5.38 Total: $65.13 On 7/7/2015, I received a response declining this resolution. I am requesting a credit of $65.13 due to the inconvenience and potential lost revenue. Thank you.

Desired Settlement: I am requesting a credit of $65.13 due to the inconvenience and potential lost revenue. Order #XXXXXXXXX: $11.72 Order #XXXXXXXXX: $10.52 Order #XXXXXXXXX: $10.23 Order #XXXXXXXXX: $27.28 Order #XXXXXXXXX: $5.38 Total: $65.13

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ Thank you for the opportunity to respond to Mr. *********'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement. As noted above, by using our website, buyers and sellers agree to the terms of our User Agreement. Section 5 in our User Agreement states the following: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies. These actions may include, but are limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, canceling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe or costs we incur due to your misconduct. We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or otherwise legally required. A full copy of our User Agreement may be found at: www.stubhub.com/user_agreement. Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User Agreement, as they did in this situation. When we reviewed Mr. *********'s account we were able to determine that he did not meet the terms of our User Agreement by using a credit/debit card which was not valid. This caused his account to be temporarily deactivated and his listings to be removed. We have since reactivated Mr. *********'s account and contacted him advising him that he will need to add a valid credit/debit card before reactivating his listings. We understand Mr. *********'s concern with the potential financial loss due to our actions on his account. However our User Agreement states "StubHub does not guarantee that your tickets or related passes **** sell or that your listing will appear on the site within a certain time after it is posted. StubHub 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 delays." As previously explained to Mr. *********, we will not be providing the credit he is requesting due to the terms of our User Agreement. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, Thank you for your response. I certainly understand why the card that was used caused a problem, and I understand the application of the User Agreement in taking down the listings. My issue is with the lack of communication and the failure of StubHub to give me an opportunity to fix the problem. Had I not contacted StubHub, the games would have passed *** the tickets would have gone unsold. Since StubHub "locks" the barcodes on the tickets when they are listed, the tickets were not available for sale elsewhere or even use at the games. I am not asking for compensation for the tickets. I am simply asking for a refund of the StubHub commission on each listing as a courtesy. (I will speculate that this would not lead to any sort of financial loss on StubHub's part, as they are still profiting from the fees charged to the buyer for each sale.) As a longtime seller, I would appreciate your working with me for a fair solution. Thank you, ***** ********* Final Business Response /* (4000, 9, 2015/08/06) */ Thank you again for giving us the opportunity to respond to Mr. *********'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User Agreement. As explained, we reviewed Mr. *********'s account we were able to determine that he did not meet the terms of our User Agreement by using a credit/debit card which was not valid. Our User Agreement states "StubHub does not guarantee that your tickets or related passes **** sell or that your listing will appear on the site within a certain time after it is posted. StubHub 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 delays." As previously noted, the issue on Mr. *********'s account was caused by a violation of the User Agreement which have since been resolved. We will not be providing any compensation for the issue. 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. *** Executive Customer Care Team Final Consumer Response /* (4200, 11, 2015/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response, but it appears StubHub will not budge from their position. As such, I will allow this case to close without a solution and move forward to looking at my legal options.

8/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased tickets for the foo fighters concert at Wrigley Field. We paid for the tickets on October 27th, 2014. The order # is XXXXXXXXX. We never received the tickets and have called back several times a day and continue to get the run around. I'm requesting a full refund of $431.98 the price we paid. I'm severely disappointed with this service and will never use stub hub again.

Desired Settlement: Full refund of ticket price of $431.98.

Business Response: Final Consumer Response /* (2000, 6, 2015/08/26) */ Thanks for the quick response. They agreed to refund our original order price. We did receive an order cancellation notice for our sale. It did mention that we could be charged a fee but nothing so far. We will follow up if any other issues should arise.

8/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rude response from customer service representative. Last week received an email that my ticket listings had expired. At which point I decided I was just going to use them. I then recieved an email yesterday morning that my tickets sold. Upon contacting customer service I was told to maybe read my emails more carefully next time and to delete the listing but why would I delete any already expired listing? Now the initial email did say your tickets will expire in 7 days but the subject was : Your ticket listings are ABOUT TO expire. Why would I open the email and read it with that subject.

Desired Settlement: In the week that this took place ticket prices raised, so my tickets ended up selling for way cheaper. Another pair of tickets at the price mine sold for would be fine.

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB 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 notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. In section 1 of the StubHub User Agreement it states; by listing a ticket for sale, you are making a binding offer to sell that ticket to a Buyer who purchases the ticket for the price you have specified. When a Buyer accepts your offer by purchasing your ticket through our Site or Services, you are contractually bound to deliver that exact ticket for the specified price and within the required delivery timeframe. You are obligated to monitor your inventory and ensure all listings are accurate. Under no circumstances may Sellers cancel orders at one price and repost the same tickets for a higher price. In reviewing this complaint, Mr. ****** listed 2 tickets for a Chicago Cubs game on 8/19/15. Any listings created for the Chicago Cubs expire 6 hours prior to event time because that is the agreement we have in our partnership with the Chicago Cubs. When Mr. ****** created this listing he was advised it would expire 6 hours prior to event time. On 8/11/15. Mr. ****** was emailed advising his Chicago Cubs listings would expire in 7 days. On 8/14/15, Mr. ******'s tickets sold and he was emailed immediately to notify him of the sale. We have issued the payment of $45.00 to Mr. ****** for the sale. Sellers can change the price of their listing at any time before the tickets sell and it is a sellers responsibility to monitor their own inventory. We are not in the position to provide Mr. ****** tickets for another game as he is requesting. As previously explained, the expiration date was displayed to Mr. ****** prior to listing the tickets, and he has been issued payment for the tickets. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ticket prices went back down and I was able to get tickets myself. Complaint can be closed.

8/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a ticket, and before my card was even charged, I was unable to cancel the order. I ordered a ticket, which was twice the price of the ticket offered by the venue. Why is it okay for Stub Hub to legally scalp tickets? I changed my mind before my card was even charged, and I was told by customer service that I am not able to cancel the order. Okay. In that case I asked what would happen if the seller cancelled the order (the seller of course is somebody I know who is willing to give me the ticket at a cheaper price, without the outrageous fees). The seller would have to pay a penalty fee for cancelling his order. I don't appreciate the fact that, after reading horrendous reviews about the company, Stubhub refuses to cancel a transaction, before that transaction has even occurred. The only way I can prevent both of us from getting scalped is to put my credit card on fraud alert. Good luck getting the money then.

Desired Settlement: Since my card will be charged by the time this report is filed, I demand a full refund, since the company was unable to cancel an order before my card was even charged regardless of its policies. I, as the buyer, should have the ability to cancel an order, because its my money. That should be the principle. It is not okay for a company to hold onto my money regardless of the circumstances. Their business model is a legal scam, because they always end up holding onto the customer's money.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ Thank you for the opportunity to respond to Mr. ********'s BBB complaint, case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team's standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order. By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. It is stated in our User Agreement under Buying Tickets: "When placing an order, you are entering into a binding contract with the Seller to purchase those tickets or related passes. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, you will not receive a refund for completed purchases. You cannot change or cancel any orders after the sale is complete." In reviewing Mr. ******** complaint, Mr. ******** purchased tickets on July 22, 2015 in which he received an email that confirmed the purchase. Mr. ******** was charged for the full cost of his ticket in the amount of $92.01. Mr. ******** contacted StubHub inquiring if he can cancel the order, as he did not see any charges on his statement. As stated above, we advised Mr. ******** that his sale was final upon checkout and advised that the charges to his credit card were captured at the point of sale. Mr. ******** then requested to have seller reduce the price of the tickets as he was not satisfied with the price he paid. We explained to Mr. ******** that we are unable to accommodate that request, per our User Agreement. While we understand Mr. ******** does not agree with our seller policies, as a marketplace, StubHub does not own the tickets on the site nor does it set prices for tickets. Because sellers set ticket prices, they may be higher than face value. As Mr. ******** is now the owner of these tickets, we are more than happy to work with Mr. ******** relist the tickets if he would like to try and make his money back. Please let me know if I can be of further assistance in this matter. ******* StubHub Executive Customer Care

8/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: StubHub charged my credit card when they said the card was declined. I then received ticket pick-up instructions 25 minutes before the show was over. I recently purchased tickets to a show in Chicago and, while the process was miserable, the aftermath is a disaster. I attempted to place an order on two different credit cards, both with no balance, and they were declined. After figuring that there must be something wrong with their system, I went straight to the venue's site and purchased full price tickets from them. The show started at 8:00. At 9:35, already at the show, I received an email from StubHub that my order had been successfully processed and my tickets were ready to be picked up over 45 minutes away from the venue, and 25 minutes before the show was over. I reached out to my credit card company about this and, while they initially refunded my card, they have since sent a letter stating that the charge will now be added back on to my account. The reason being because StubHub remitted information showing that the order was placed and the confirmation email was sent (never mentioning what time it was sent, of course). While $94 won't affect my life one way or another, I refuse to let this company steal from me and, most likely, many other unassuming customers.

Desired Settlement: I would like my money back but it really won't make a difference at this point. I would really like there to be a 3rd party review to see if this is standard practice with this company.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ Thank you for the opportunity to respond to Ms. *******'s complaint, BBB Case #XXXXXXXX. 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 Ms. *******'s account, she placed an order for 2 tickets to The Doobie Brothers on 6/30/15. When Ms. ******* originally tried to purchase tickets, the order was not processed due to the credit card being declined. Immediately following that a new credit card was added to her account and the order was placed successfully. A confirmation screen was shown and an email of the purchase and pickup details were sent to the email address on file. In accordance with our User Agreement, a refund would not be issued in this situation and Ms. ******* would be liable for the charge as all sales are final. However, as a courtesy we have issued a full refund of $94.10 to the credit card on file. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

8/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wrong tickets bought due to information given by an employee. Before I bought tickets for a sporting event as a gift I emailed stubhub and asked if they could provide the information on what side of the stadium to sit on for a specific team I received a response on which section I should purchase the tickets in. After buying the tickets I discover the tickets are not on the teams side that I had wanted. I asked for a supervisor to contact me. I received a message from a supervisor that he was issuing a refund. I assumed maybe a partial refund but after calling I find out he cancelled our tickets and issued a full refund without even talking to me to see if thats what I wanted! I spoke with the supervisor who apologized for misunderstanding my email offered to reinstate the tickets and refund us the ticket fees. I received a refund but when they charged me for the tickets again they charged the full amount for the tickets including the ticket fees! I had to again call them and explain I was charged full price. Finally I was refunded the ticket fees. I exlained what a huge disappointment the tickets were considering I bought them as a gift for my husband and he was under the impression he was sitting on the side of his team when I gabe them to him. None of their employees seemed to care. They offered to refund the money so that we could purchase tickets on the proper side but at that time unfortunately because of the information they provided we shared that with 2 family members who also purchased tickets in the same section so we could not sit on the opposite side of the stadium as they were on. We planned to sit together. We are all traveling 9 hours to meet and go to this game together and not sit on opposite sides of the stadium.

Desired Settlement: The whole experience has been a nightmare. The company seems very unprofessional. I would like a refund to purchase the tickets for the proper section so that I can give my husband the tickets sitting in the right section that I thought I purchased the first time ! Our family members were able to get a refund from the company they bought their tickets from after explaining to them they purchased their tickets by information I gave them which was the wrong information.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ Thank you for the opportunity to respond to Ms. *******'s complaint, BBB 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 notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. In reviewing Ms. *******'s complaint, Ms. ******* contacted StubHub regarding the seat placement of her order. After further investigation, we acknowledged that Ms. ******* was given incorrect information erroneously and we processed a full refund. Ms. ******* expressed that she'd rather keep the tickets than receive a full refund and requested to speak with a supervisor. As a result, instead of charging Ms. ******* the full amount for the tickets she originally purchased, we offered to reinstate her tickets with a partial refund for her fees and a reduced price - to which Ms. ******* accepted. After Ms. ******* decided to keep the tickets, she then contacted us requesting to cancel the full order and process a refund for herself and her entire party who purchased tickets in the similar section. While we understand Ms. *******'s concerns, we were unable to accommodate this request, due to Ms. ******* accepting the original offer to keep her tickets rather than the refund. In addition, we explained to Ms. ******* that each situation is handled on a case by case basis and we would have to be formally communicated by all affected parties. Ultimately, we advised Ms. ******* that she would have to relist and offered to waive our sell fee if the tickets sold. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. ******* StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a refund ONLY for the ticket fee I did not receive any other discount on the tickets?? In their response it sounds to me as if they are saying they waived the fees and also discounted the tickets. I also had to call because when they recharged me for the tickets the did NOT deduct the ticket fee they then stated I would receive a refund of $70 and of course that did not happen! I received $60! In a response to one of my emails their employee stated I received a $70 refund and basically said I should be happy with that. I responded and let them know they were once again wrong my refund was only $60. A couple days later I did receive the additional $10. The whole company has just been unprofessional with this whole experience. I was given wrong information, the supervisor took it upon himself to cancel my tickets WITHOUT talking to me luckily I called and was able to get them back and then they say they will refund $70 and don't even do that until I brought it to their attention and then had to contact them again because they refunded the wrong amount. Final Business Response /* (4000, 9, 2015/08/06) */ Thank you again for giving us the opportunity to respond to Ms. *******'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In reviewing Ms. *******'s rebuttal, as previously explained, we acknowledged that Ms. ******* was given incorrect information erroneously and we processed a full refund. Due to Ms. ******* advising that she would like to keep her tickets instead, as a result, we offered to reinstate her tickets with a partial refund for her fees at a reduced price to which Ms. ******* accepted. As we attempted to process her refund, an error occurred that caused Ms. ******* to receive the incorrect amount which has since been fixed promptly before this complaint was filed. At this time we do not have any further information to provide. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. ******* Executive Customer Care Team

8/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Sold tickets on Stubhub and shipped them to the buyer. Two days later they "cancelled" my sale and charged $104.87 fee but I don't have tickets now This relates to order XXXXXXXXX. I sold four Lawn GA tickets to the Lady Gaga concert at Ravinia. I shipped them to the customer using the label that Stubhub provided. A day (June 4) after I shipped them I got an email titled "Last chance: Ship your tickets" which stated that " If you haven't already shipped your tickets Ship them today. Just click the button below to print the shipping label and complete your sale. To ensure the buyer receives them on time, UPS recommends dropping off your tickets at a UPS location near you by 6:00 pm. If you just dropped your tickets off or if UPS just picked them up Thank you! You don't need to do anything else. We'll let the buyer know as soon as we get tracking info. If you can't deliver the tickets or if you need more time You need to let us know right away by clicking the link below and following the steps." As I had already given them to UPS I did not follow up with Stubhub. The next day I got an email stating that because I had not shipped my tickets the sale had been cancelled and I was being charged a fee of $104.87. My tickets were already shipped at that point and when I called Stubhub nobody provided any resolution.

Desired Settlement: I want a full refund of the ridiculous $104.87 fee as well as my tickets returned immediately. This is absurd.

Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB Case XXXXXXXX. I understand that Mr. ****** is concerned about a charge assessed to his credit card due to an issue with an order. I can understand his concern and will provide information as it pertains to StubHub processes and policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Mr. ******'s complaint, when the tickets in question were sold on June 1, 2015, a confirmation email was sent immediately notifying Mr. ****** of the sale and advised to ship his tickets within 1 business day which in this case would be on June 2, 2015. In the email provided, we also provided Mr. ****** 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 20% of your ticket cost." Since the tickets were not shipped on June 2nd, a final reminder email was sent to Mr. ****** on June 4th advising to ship his tickets that day as failure to do so would result in the cancelation of the sale. On June 5, 2015, since Mr. ****** hadn't delivered to the ticket to his buyer as listed, as they were not shipped yet, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. ****** was not paid for the order (he did not deliver the tickets) and he was charged the 20% fee for nonfulfillment. On June 6th Mr. ****** called in wanting to dispute the charge as he claimed this issue was caused by delayed shipping error. At that time he was provided with a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $104.87. Per our user agreement, Mr. ****** would be responsible for this cost. However the form was reviewed and it was determined the charge would not be reversed as we would need to receive documentation proving this was a shipping error. At this time the tickets have been returned to Mr. ****** and were delivered on June 9, 2015. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As Ive already explained repeatedly, I gave the tickets to the UPS driver who picked them up from my house well within your timeframe. While I agree that they weren't scanned in a reasonable amount of time, the issue is with UPS, not me, therefore I need this silly fee refunded. Please let me know when that has happened as I would like to continue selling on Stubhub but will not be able to if I expect that stubhub will keep screwing their sellers over and not helping theM Final Business Response /* (4000, 11, 2015/07/17) */ Thank you for the opportunity to respond to Mr. ******'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. As previously noted, we provided a charge dispute form to Mr. ****** to dispute the charge of $104.87. Mr. ****** was advised once the form was provided back to us that we would reassess the charges and if there was a shipping error any charges would be reversed. Mr. ****** was asked to provide documentation from UPS with the tracking number, date and time the packaged was picked up to confirm it was shipped before June 5th. Mr. ****** returned the charge dispute form but did not provide any documentation from UPS to show it was a shipping error. Our policies regarding this issue have been noted. As we have not received the required documentation with the UPS information from Mr. ****** we are not in a position to provide a full refund of the $104.87, however as a one-time courtesy we have waived 50% of this charge. In the future we would advise Mr. ****** to use a UPS staffed facility when shipping out a package as this will provide him with a receipt and tracking information. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Final Consumer Response /* (4200, 13, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) while I appreciate the 50% refund, I still fail to see why UPS not providing certain documentation is something I am being held financially liable for. You ought to bill them, rather than me, since I didn't do anything incorrectly with regard to his transaction.

8/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: StubHub "buyer" has claimed I sold them fake tickets and Stubhub is holding me responsible I bought four Diamond VIP tickets from Ticketmaster to Rolling Stones in Nashville on June 17, 2015.. I needed to sell two and listed them on Stubhub. The tickets sold and i was paid. During the concert Stubhub emailed that the "buyer" was denied entry and they provided them with two more tickets. They charged me back for my tickets AS WELL as two more tickets for the buyer. Stubhub is a round robin of conversation that means nothing and they are standing behind the buyer for no reason. They said the tickets were refused because they were "refunded" to me. Not true. Ofcourse stub hub is asking for a scanreport which they know is next to impossile to achieve. I called Ticketmaster and they emailed Stubhub noting that the tickets were NOT refunded. NOT good enough for stub hub. The venue box office after many many calls from me finally looked up the tickets. They said oneof the tickets wasnt even attempted to be used!! Only one was scanned. There are many ways I guess to reprint tickets, sell them and then purposely get refused knowing that stub hubs "fan guantee" will get them in with new tickets. Easy scam for someone.They make money off of my tickets and then get refused and stubhub lets them in. Stubhub is making no attempt to investigate this nor do they care. They must make money somehow because they are exptemely difficult I have worked on this for a month now and am considering legal counsel They have a reputation for this scam. My seats that I sold on Stubhub with a proper PDF file upload were Sec C Row 12 seats 3 and 4. These were $1000+ tickets I am out over $2000 which includes a $700+ charge. The ticketmaster number is X-XXXXX/SCS. Stubhub ticket ID number is XXXXXXXXX

Desired Settlement: I want the stubhub charges off of my american express skymiles card of $1980 and $720. I want Stubhub to give me my money back from the sale. $1980

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Thank you for the opportunity to respond to Ms. *********'s complaint, BBB Informational Case XXXXXXXX. I understand that customer name is dissatisfied with our process in regard to invalid tickets claims. I will address this concern 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 notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. We want to make sure our buyers get the tickets they ordered in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreement. A full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement. If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer's claim, advising that failure to do so would result in the charges being assessed to the order. The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid. We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyer. We stand behind our FanProtect Guarantee for both buyers and sellers. It is the seller's responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets. In reviewing this transaction, Ms. ********* sold 2 tickets for a concert in June. We received contact from the buyer on the night of the concert advising that they were not allowed into the venue as the tickets were deemed invalid as they were refunded. Per our obligations to the FanProtect Guarantee, we were able to find replacement tickets for the buyer and Ms. *********'s payment was withheld and she was charged the 20% fee for invalid tickets. Ms. ********* contacted StubHub to inquire why her tickets were cancelled. We explained to Ms. ********* of the reported issue on the day of the event and requested that she respond to us within 48 hours and provide her original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement. Ms. ********* did not respond within the time frame with the sufficient documentation causing the charges to stand on her account. Ms. ********* responded back requesting to dispute the charges as she can verify her tickets were valid. We agreed to work with Ms. ********* reassessing all charges if we receive proper documentation or schedule a conference call with the venue. As we were unable to set up a proper conference call with the venue, we agree to conference the venue via email to resolve this issue. Ms. ********* provided documentation from the venue that only noted one of the ticket information when we need to investigate both tickets. Ms. ********* was advised that the information provided isn't sufficient as we need the barcodes to verify the seat information and we will continue to work with her until we receive proper documentation. Unfortunately from that point, we received no further communication from Ms. *********. We understand that Ms. ********* disagrees with our policy and is upset about the charge to recoup her payment of $1980.00 and the additional charge of $720. However the tickets Ms. ********* provided her StubHub buyer were not valid for entry and per the terms of our User Agreement we are unable to pay Mr. ********* for this order. Since we were unable to retrieve proper documentation from the venue regarding both tickets, we suggest Mr. ********* to reach out to venue or her ticket issuer and request compensation. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, ******* StubHub Executive Customer Care

8/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased Steely Dan tickets last year.No problem. This year unable to go. Need to Resell.within 40 sec,accountlocked & cust serv cant help.$468 gone? Spoke w **** on 6/21/2015.He relisted tickets.listing #XXXXXXXXXX. Please contact us Sports Concerts Theater Please contact us Hi *****, We found an issue after the following tickets were listed from your account. For your protection, we've deactivated this ticket listing and temporarily locked your account. Please give us a call at ************** during the hours listed below and we'll help you fix this. Deactivated listing StubHub Listing ID: XXXXXXXXXX Steely Dan at Blue Hills Bank Pavilion, Boston, MA Fri, 07/31/2015, 7:00 PM EDT Pavilion 2 2 tickets Row M Seats 23, 24 Thanks for using StubHub! If you have any questions, comments, or concerns, please contact us. We're here 24/7. Note: Chat is not available on mobile devices. StubHub Customer Service StubHub.com/help

Desired Settlement: I expect a refund of the full original purchase price or new tickets with MY name on them.I made myself clear;if they do not resell;I would find a sitter and go.**** said that I was doing this correctly.why lock me out?what did I do wrong?I was promised a call back from 'another department'its been nearly 24 hours.Customer service staff clearly cannot be trusted and this experience has left me feeling ripped off and deceived.BTW..there is NO WAY TO CONTACT THIS 'DEPARTMENT'BUYER BEWARE..The status of $468 is up in the air.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Thank you for the opportunity to respond to Ms. ************** complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the Seller to purchase those tickets or related passes. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, buyers will not receive a refund for completed purchases, and they cannot change or cancel any orders after the sale is complete. In reviewing Ms. ************** account, on 2/20/15 she purchased 2 tickets for the Steely Dan concert on 7/31/15. Shortly after the purchase, Ms. Williams -Zeitz contacted us stating that she can no longer attend the concert. A member of our customer service team advised Ms. ************** we were not able to exchange the tickets or issue a refund per the terms of our User Agreement since the seller accurately listed the tickets and delivered tickets exactly as noted in his listing. Ms. ************** was advised of the option to list the tickets for sale on our site if she was not going to use the tickets and, as a courtesy, we offered to waive our sell fee if the tickets sold on our website. Ms. ************** accepted that offer and our customer service agent assisted Ms. ************** with listing the tickets for sale on our site. Shortly after the tickets were listed for sale, the listing was removed and her account was temporarily deactivated due to a violation of our User Agreement. As noted above, by using our website, buyers and sellers agree to the terms of our User Agreement. Section 5 in our User Agreement states the following StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies. These actions may include, but are limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, canceling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe or costs we incur due to your misconduct. We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or otherwise legally required. Our Trust & Safety team reviews all issues in which our buyers or sellers do not meet the terms of User Agreement, as they did in this situation. When we reviewed Ms. ************** account we were able to determine that she did not meet the terms of our User Agreement by using a credit/debit card which was not valid. This caused her account to be temporarily deactivated and her listing to be removed. We have since reactivated Ms. ************** account and contacted her advising her that she will need to add a valid credit/debit card before reactivating the listing. At this time we will not be providing Ms. ************** a refund as her account has been reactivated and she is able to list the tickets for sale once a valid credit/debit card is added to the account. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care

8/12/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: False charge to credit card due to stub hub mistake I put tickets for sale months ago while away on vacation had no internet service when I did saw on a Tuesday late pm tickets sold and had to be delivered by Monday that Monday. being in the mid west and living in ** wasn't sure the tickets would be delivered by Monday called stub hub told them of the situation was told should not be a problem. The next morning saw that the buyer canceled tickets after getting a call from stub hub and I was charged a 166.00 fee called stub hub and was told that was the policy.I feel buyer should not have been able to cancel until after the delivery date expired and did not get tickets. I was home on time and he would have gotten tickets.The supervisor was extremely rude and horrible to deal with.

Desired Settlement: I would like my credit card refunded and to be removed from stub hub if they did not contact buyer or let him cancel till the expired date this would not have occured

Business Response: Initial Business Response /* (1000, 5, 2015/08/11) */ Thank you for the opportunity to respond to Ms. *****'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address the issue as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Ms. *****'s complaint, when the tickets in question were sold on 7/28/15, a confirmation email was sent immediately notifying Ms. ***** of the sale and advised to ship her tickets within 1 business day which in this case would be on 7/29/15. In the email provided, we also provided Ms. ***** 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 20% of your ticket cost." Ms. ***** called us to let us know she was out of town and may not be able to fulfill the order within 1 business day. We contacted her buyer and left a message to see if they would be willing to accept the new delivery date of 8/5/15. The buyer contacted us back and declined the new delivery date which resulted in the order being canceled. As the buyer did not accept the new delivery date we needed to make this issue right with her buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Ms. ***** was not paid for the order and she was charged the 20% fee in the amount of $166.67. However, Ms. *****'s sale was canceled the same day the order was placed. This prevented her from being able to fulfill the order within the original time frame, which she would have been able to do. As a courtesy, we have reversed the charge and issued a refund in the amount of $166.67 to her credit card. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) They refundrd the money back to card

8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: StubHub failed to provide clear, obvious instructions on their website re: a transaction. StubHub compounded the issue by not communicating with me. StubHub failed to provide clear, obvious instructions on their website. In fact, their site was misleading in that it seemed to provide assurance to me that the tickets involved would be verified by them to assure all was well. Their customer service manager, ****, admitted that they do not have time to review every transaction! This resulted in an issue with transaction #XXXXXXXXX. StubHub compounded the issue by cancelling the transaction at the very last minute. They have my phone number, but did not call! This resulted in a total loss for me in a matter that could have been easily resolved.The transaction took place over a week prior to the event, yet the cancellation happened only 3 hours before the game. I had no opportunity to do anything with the tickets involved in the transaction, because I did not receive an email they sent until after the game - so was unaware. These were valid tickets for a highly desirable game. Additionally, StubHub advises the ticket buyer to review what they have purchased immediately. Thus waiting a full week to raise an issue is not my problem. Bottom line is that StubHub's site was unclear and their process is faulty. They made no effort to resolve the issue - only leaving me with tickets with $0 value. This is not acceptable.

Desired Settlement: StubHub must return the $225 to me that they billed my credit card.

Business Response: Initial Business Response /* (1000, 5, 2015/06/17) */ Thank you for the opportunity to respond to Mr. ******** BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may also find a copy on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In reviewing Mr. ******** complaint, the buyer of Mr. ********'s order notified us of an issue explaining they did not receive valid tickets as the tickets Mr. ******** provided were scanned image of tickets. As a result of this information, we needed to make this issue right with his buyers under the terms of our FanProtectTM Guarantee and therefore Mr. ******** was charged to recoup the payment he previously received and was also held liable for a portion of the costs we incurred to satisfy his buyer per the terms our User Agreement. While we understand Mr. ******** is disputing the charge he incurred as he stated StubHub didn't provide enough instructions on our website. During the listing process Mr. ******** would have been able to find the following information in the Need Help FAQ's: "You can deliver tickets electronically only if your tickets are PDF files - and the originated as PDFs. Avoid Fees - You cannot create your own PDF files from scans, photos, or copies of paper tickets. If you do, you will lose your sale and incur fees for delivering invalid tickets." In addition to the above information available during the listing process, the following information can be found within the Seller Policies section of our legally binding User Agreement: "Important: Be careful about selecting electronic delivery - which requires you to upload your tickets as PDF files. Traditional 'hard' tickets cannot be delivered electronically. And you cannot scan, copy, or photograph them to convert them into PDF files. If you have 'hard' tickets, you must select the shipping option (such as UPS) or use Last Minute Services (LMS)." We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. ******** is responsible for listing his tickets correctly. We understand that mistakes may occur. Although Mr. ******** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case by reversing the additional charge he received. We understand that Mr. ******** is upset about the charge to recoup his payment of $225.00, however the tickets Mr. ******** provided his StubHub buyer were not valid and per the terms of our User Agreement, we are unable to pay Mr. ******** for this order. Please let me know if I can be of further assistance in this matter. ******* StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 12, 2015/07/21) */ Hello - this case is not resolved. Your email to me went to my Spam folder, so did not receive it. StubHub is hiding behind fine print buried in their website. Also,the fine print they quote is DIFFERENT from the time of the incident! None of what they say is true, however. The tickets WERE valid & usable. The consumer failed in their due diligence and StubHub failed to protect my side of the transaction. False promises on their part and poor business practices makes them liable. I demand the return of the $225 that they have taken from me. Final Business Response /* (4000, 14, 2015/07/30) */ Thank you again for giving us the opportunity to respond to Mr. ******** rebuttal, BBB Case XXXXXXXX. As previously noted, by using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may also find a copy on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. During the listing process Mr. ******** would have been able to find the following information in the Need Help FAQ's: "You can deliver tickets electronically only if your tickets are PDF files - and the originated as PDFs. Avoid Fees - You cannot create your own PDF files from scans, photos, or copies of paper tickets. If you do, you will lose your sale and incur fees for delivering invalid tickets." As previously stated, although Mr. ******** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case by reversing the additional charge he received. We understand that Mr. ******** is upset about the charge to recoup his payment of $225.00, however the tickets Mr. ******** provided his StubHub buyer were not valid and per the terms of our User Agreement, we are unable to pay Mr. ******** for this order. At this time we do not have any further information to provide. Please let me know if I can be of further assistance in this matter. ******* StubHub Executive Customer Care

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered tickets and after receiving confirmation for the sale Stubhub cancelled order due to a mistake on the sellers end in pricing Order number is XXXXXXXXX. The order was cancelled due to the seller making a mistake on the price and refusing to sell the tickets, Stubhub ultimately cancelled the order and offered a refund a $10 voucher. I reached out to Stubhub's customer service multiple times about the cancellation. First through email, where I was told that they could not provide comparable tickets (as their policy states) because there was none available, even though I could check on the app and clearly see tickets available for the game in the same section. I then went to their chat, where I was told the same thing and that a refund could not be reversed to process the comparable tickets, and was also told that a case manager would reach out. I asked them to contact me by email, and instead they called when I wasn't able to answer the phone and didn't leave a call back number, her name was ******. I emailed again and ****** told me that because I missed their call they would not be reaching out and there was nothing they could do. I then tried to contact them through Facebook, where I was finally able to see the whole wording of the fan protect policy but at the end of the conversation I was told they could not do anything and that a case manager would not be reaching out even though I made clear that I was not satisfied with the result. According to fan protect, Stubhub was supposed to provide comparable tickets if the order was cancelled by them. Their policy also states that sellers are not allowed to make changes to the price of the tickets after the tickets had been sold.I still have the confirmation email of the order, as well as dialogues of every conversation I have had with them.

Desired Settlement: I just want Stubhub to provide comparable tickets to the level of seats I originally bought for the House Texans Bucaneers game. (2) Club level seats on the home side with parking for this event.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB Case XXXXXXXX. I understand her concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings 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 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In reviewing this complaint, Ms. ****** purchased 2 tickets on 6/25/15 for a Houston Texans game on 9/27/15 for $90.00. The seller of these tickets contacted us immediately to advise the tickets were listed incorrectly. The price per ticket appeared as $45.00 due to an error by the seller. While comparable tickets are over $450.00 per ticket. We immediately took action and attempted to locate comparable replacement tickets for Ms. ****** at no additional cost to her per our FanProtect Guarantee which states "Comparable or better replacement tickets are determined by StubHub in its sole discretion based on cost, quality, availability and other factors". Unfortunately, there were no comparable tickets available. While we understand Ms. ****** is requesting replacement tickets for this order, we were unable to accommodate this request which is why we processed a full refund back to her credit card and a $10.00 coupon per our FanProtect Guarantee. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

8/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Stubhub charged me a fee of $20, cost me $100 and failed to contact me regarding either! Reference: Order #XXXXXXXXX 1. I bought three tickets, for my parents and I, for the Motown the Musical in ******* on 18 July, 2:00pm. I am a retired Veteran from the Air Force, first off, and don’t expect to be treated as poorly as I have! I just moved home to ******* to be with my parents. My dad has been sick, and just had surgery. Unfortunately, they will not be able to attend the musical afterall. I didn’t simply ask for a refund!!! Not at all. Instead, I thought I would be able to sell at least two of the tickets, and did my best to upload the tickets to the best of my ability and knowledge on 22 June 2015, in plenty of time to sell the tickets, and at that time, my tickets were the lowest priced floor tickets listed. I had no inkling, NONE, that anything was wrong, until after I supposedly sold the tickets!!! On 5 July, I received an email from Stubhub stating the following: Your buyer just got their tickets Sports     Concerts     Theater 2. While, I am not new to StubHub, I am not certain, but I don’t believe I have sold tickets before. If I did, I had no problems with it. I am usually a buyer. Anyway, I received NO other emails; I don’t appreciate my integrity being questioned either by your reps who implied I should’ve received an email! I have my phone number is listed in stubhub, and I received no phone calls either regarding the order. I received NOTHING else. I attempted to check stubhub and paypal for payment information, as the email said it takes up to 5 days to process, but I was concerned days ago, because I didn’t see where the payment was pending or a sale showing up in my stubhub account. I chatted online with a stub hub rep this morning, ****** C. 10 July, that my order was cancelled because I didn’t upload the tickets correctly! I was furious that no one notified me of this before, causing me to lose $100 for those tickets! I requested he have a supervisor get with me as soon as possible, as I bought another ticket for Tuesday, 14 July, for myself, to attend the show based on me selling the tickets I supposedly sold! You do not provide very good instructions for uploading tickets, and anything else I’ve done with other websites, I’ve uploaded items just fine with scanning. No where, at any time of my uploading, did I see, my tickets were loaded incorrectly, or that I am not allowed to scan! No where! 3. Midday, I finally received a call from a Stub hub supervisor by the name of ******, who was rude and had an ugly tone to begin the conversation. She was not willing to help me with this problem in any way, and kept advising me of what the rep advised me, that I scanned the tickets and loaded them wrong. I don’t know why she called me in the first place. 4. It was only later today, that I am trying to sell the tickets through a much more friendly means, and thought I’d better check one more time with stub hub to make sure no one else will try to use these tickets that I received an email about telling me a buyer has the tickets! Your process there is awful! I chatted with a rep,******* T, this time. She assured me that the order was cancelled and the tickets will not be used by that buyer. I noticed a fee of $21 charged to my credit card account! I asked******* T what that was for, and she advised me that it was because of my mistake with uploading the tickets and them cancelling the order! Again, ridiculous! They are obviously out to rip off people, because if you were trying to help me, I would’ve been notified of what was going on before this happened.

Desired Settlement: Bottom line, I expect a full refund of this $21 fee. I would appreciate a formal apology in writing, as I have no patience to deal with anyone else there, from management as I tried to call again for a supervisor, and was put on hold for 32 minutes to have no one return my call. I will not request the price of the Tuesday ticket I bought as long as I’m able to sell the other two. I can be reached via the email address provided. Refund my credit card, in accordance with my account.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ Thank you for the opportunity to respond to Ms. *****' BBB complaint, case XXXXXXXX. I understand Ms. ***** is dissatisfied with our process regarding canceled orders. I will address the concern as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Ms. *****' complaint, Ms. ***** sold 2 tickets on 6/5/15 to Motown the Musical Memphis taking place on 7/18/15. Ms. ***** fulfilled the sale by uploading scanned copies of a PDF print out. The buyer contacted us on 6/6/15 to notify us the tickets they received were a scanned copy. The buyer chose to cancel the order and receive a full refund as part of our FanProtectTM Guarantee. As a result Ms. ***** was not paid for the sale and was charged $20.16, which was our total cost to make it right for the buyer. Our Seller Policies it states, "Never create your own electronic ticket files from scans, photos, or copies of paper tickets or ticket printouts. Only choose e-tickets if the tickets originated as electronic PDF files and you have the original files." Per our User Agreement, Ms. ***** would be responsible for the total cost to make it right for the buyer. However, as a one-time courtesy, we have refunded $20.16 in charges that had been submitted to Ms. *****' credit card on file. We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Ms. ***** is responsible for listing her tickets correctly and fulfilling her orders as listed. We understand that mistakes may occur. Although Ms. ***** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and reversed the charges. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Incomplete disclosure of terms, usurious penalties. I posted 2 tickets for sale on Stubhub. They sold (order # XXXXXXXXX). I was paid and Stubhub collected their exorbitant fee. The next day I was informed the process was being reversed and that I was being charged $110 as a penalty. I was informed the reason for the reversal was because the seats were not together. I clearly listed the seat numbers and they clearly were not together. If it is their policy that seats must be together, why would I be allowed to list them together, instead of being told to list them separately. The sale fell through and by the time I received the tickets back, it was too late to try to sell them again. To add insult to injury, a completely usurious penalty of $110 was assessed. I filed a complaint with Stubhub and they "graciously" offered to reduce the penalty by $27.50, making the penalty $82.50 - still a usurious sum. I didn't try to defraud anyone by saying the seats were together - the numbers were clearly posted. The buyer obviously noticed it when they received them. The onus should be on Stubhub to create a better platform.

Desired Settlement: I am seeking a refund of the $110 penalty (as of the time of this posting, I have yet to receive the $27.50 they said they would credit me).

Business Response: Initial Business Response /* (1000, 5, 2015/07/15) */ Thank you for the opportunity to respond to Mr. ***** complaint, BBB 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 using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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 reviewing Mr. ***** complaint, the buyer of Mr. ***** order contacted StubHub reporting that their seat numbers were not correct. Due to Mr. ***** listing tickets incorrectly, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee as stated above. We were able to find replacement tickets for the buyer and Mr. ***** payment was withheld and he was charged the 20% fee for misrepresented tickets. Mr. ***** contacted StubHub inquiring about why his order was canceled explaining that the system allowed him to list tickets with the incorrect seat numbers. When selling tickets on StubHub during the sell flow, sellers are presented with a prompt that reminds sellers to "Autofill Consecutive" seats in addition to visible wording that shows seats are "Guaranteed Together". We explained this to Mr. ***** and as a result Mr. ***** opted to dispute the charge which was reviewed by our Payments team. After further review, as a one-time courtesy we processed a partial refund for Mr. ***** in the amount of $27.50. As a seller on StubHub, Mr. ***** is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although Mr. ***** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of the costs on his order. Given that consideration was already given in this case, the remaining charges will stand. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, ******* Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response is for two reasons. First, I clearly listed the seat numbers of the tickets. I made no mistake and made no attempt to disguise the fact that the seats were not together - I was totally up front about it. If the seats had to be together, why did StubHub let me post them since they clearly were not together? The second reason is that, by the time I got the tickets back, it left me no time to try to sell the tickets as single seats, so I had to eat the tickets. The usurious penalty charged by StubHub is simply adding insult to injury and I find it absolutely disgusting that StubHub, who charges large fees to both the seller and the buyer so they can get it both ways, would choose to levy an additional exorbitant penalty fee. Final Business Response /* (4000, 9, 2015/07/23) */ Thank you again for giving us the opportunity to respond to Mr. ***** rebuttal, BBB Case XXXXXXXX. As previously noted, 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 includes:. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee includes:. You will receive payment for all tickets you sell and deliver in accordance with StubHub User Agreement. Per our User Agreement and Sellers Policies, sellers must provide accurate section, row, and seat information for their tickets which includes all seats in listing must be together (consecutive). Tickets they deliver to the buyer must be exactly as listed. If any of the information in a ticket listing does not accurately reflect the actual tickets delivered to the buyer - including any ticket features, comments, or disclosures - a seller may not get paid for the order and may be responsible for any fees we incur to satisfy the buyer under the terms of our FanProtect Guarantee. These fees may include but are not limited to the cost of replacement tickets, refunds, coupons and penalty fees, as outlined in our User Agreement. We understand that Mr. ***** has noted that he disagrees with our site allowing him to list the seats non-consecutive, however in reviewing this step, the option is clearly noted above the seating information that reminds sellers to "Autofill Consecutive" seats in addition to visible wording that shows seats are "Guaranteed Together". We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. ***** is responsible for listing his tickets correctly. At this time we do not have any further information to provide. Ms. ***** has been charged only a portion of the costs on his order. Given that consideration was already given in this case, the remaining charges will stand. Thank you for the opportunity to provide additional information about StubHub. If I can be of any further assistance, please let me know. ******* StubHub Executive Customer Care

8/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stub Hub states I cannot recive the tickets I paid for until Oct 17th 2015 the event is Oct 18th in Cleveland I am 69 years old and do not carry a computer with me. I feel there is a great risk of me and my two friends might miss the game The stub hub people said I cannot et my money back or change the delivery date of my tickets.

Desired Settlement: I do not want my money back I want the tickets I would like to have them delivered to my home computer Before I leave on my trip on Oct XX XXXX

Business Response: Initial Business Response /* (1000, 5, 2015/07/31) */ Thank you for the opportunity to respond to Mr. ******'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When a seller list tickets for sale on StubHub they are required to enter an In Hand Date. This is the date the seller expects to have the tickets from the primary to then deliver to the buyer. The expected delivery date is displayed on the order confirmation page before the tickets are purchased and in the confirmation email that is sent immediately after the purchase is made. In reviewing Mr. ******'s account, Mr. ****** purchased 3 tickets on 6/27/15 to a Cleveland Browns Game on 10/18/15. The seller of Mr. ******'s tickets had an In Hand Date of 10/16/15 with the expected delivery date of 10/17/15. This information was presented to Mr. ****** when he first reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchase. Mr. ****** contacted a member of our customer service team requesting to have the tickets delivered earlier because he will be traveling to the event. In situations where a seller listed all information correctly and delivers the tickets as listed, the seller will be paid per the terms of our User Agreement. We explained to Mr. ****** that since the delivery date had not passed, we cannot cancel the order, and we need to provide the seller time to deliver the tickets as they listed. We understand Mr. ******'s concern and are happy to see that the tickets were delivered earlier than expected. The seller uploaded tickets to Mr. ******'s StubHub account on 7/30/15. Mr. ****** was notified by email on 7/30/15 that the tickets are ready for download. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for this opportunity to let you know how happy I am with your assistance in this matter. I am very happy to see the tickets " were delivered earlier than expected " after the person I spoke with stated their was not any chance I could get my tickets any sooner than the date 10/17/2015 lucky me.

8/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: order canceled that was sold credit card charged affecting account I just want to let StubHub know I put my tickets in the UPS dropbox before the order was cancelled. I received an email to ship my tickets at 2:00am. I did drop off the tickets when I got the messages. My order was canceled when I got an email on Monday at 1:00pm The buyer is expected to get the tickets on June 10, 2015. I was not able to respond to Stubhub because I was involved in an accident. I have been having concussion like symptoms including dizziness with recurring headaches. I also have been throwing up. Please see the attached documentation such as the pictures of the accident. The doctor's appointment for the next day on Wednesday and my chat transcript with UPS.

Desired Settlement: I just want to let StubHub know I put my tickets in the UPS dropbox before the order was cancelled. I received an email to ship my tickets at 2:00am. I did drop off the tickets when I got the messages. My order was canceled when I got an email on Monday at 1:00pm The buyer is expected to get the tickets on June 10, 2015. I was not able to respond to Stubhub because I was involved in an accident. I have been having concussion like symptoms including dizziness with recurring headaches. I also have been throwing up. Please see the attached documentation such as the pictures of the accident. The doctor's appointment for the next day on Wednesday and my chat transcript with UPS. I would like the fees removed that were charged to my card and to assist me with the sale as I have already sold the tickets. I want the money that I got from the sale of the tickets. Finally, I would like this removed from my account so it can stay in good standing.

Business Response: Initial Business Response /* (1000, 5, 2015/06/25) */ Thank you for the opportunity to respond to Mr. ******'s complaint, BBB Case XXXXXXXX. I understand that Mr. ****** is concerned about a charge assessed to his credit card due to an issue with an order. I can understand his concern and will provide information as it pertains to StubHub processes and policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Mr. ******'s complaint, when the tickets in question were sold on June 3rd, 2015, a confirmation email was sent immediately notifying Mr. ****** of the sale and advised to ship his tickets within 1 business day which in this case would be on June 4th, 2015. In the email provided, we also provided Mr. ****** 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 20% of your ticket cost." Since the tickets were not shipped on June 4th, a final reminder email was sent to Mr. ****** on June 4th advising to ship his tickets that day as failure to do so would result in the cancelation of the sale. On June 9th, 2015, since Mr. ****** hadn't delivered to the ticket to his buyer as listed, as they were not shipped yet, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. ****** was not paid for the order (he did not deliver the tickets) and he was charged the 20% fee for nonfulfillment. On June 9th, Mr. ****** called in wanting to dispute the charge as he claimed this issue was caused by delayed shipping error. At that time he was provided with a charge dispute form. Sellers are responsible for all costs we incur to make it right with the buyers, per our user agreement as noted above. We understand that situations happen and when this occurs we work with sellers to educate them further on selling procedures and review the costs incurred. In this case, our total cost to make it right for the buyer was $67.47. Per our user agreement, Mr. ****** would be responsible for this cost. However as a one-time courtesy, we have agreed to waive the charge and have refunded the $67.45 in charges that had been submitted to Mr. ******'s credit card on file. At this time the tickets have been returned to Mr. ****** and were delivered on June 11th, 2015. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, ******* StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just want to let you know that I was injuried the day of the sale it was a Wednesday. I had facial injuries. The doctor wanted to see how fractured my face and nose was. So I had to wait a day at the hospital on the fourth of June which is a Thursday. On the fourth of June i was scheduled for surgery and was informed I would have to stay at the hospital for that surgery. I had to wear a bandage mask around my face and nose (see attached photographs I send to the bbb with this complaint.). Final Business Response /* (4000, 14, 2015/07/22) */ Thank you again for giving us the opportunity to respond to Mr. ******'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. After reviewing the contents Mr. ****** provided, as previously stated, while we understand that situations happen and Mr. ****** had external issues when trying to ship the tickets for the buyer, since Mr. ****** hadn't delivered the ticket to his buyer as listed, as they were not shipped yet, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. ****** was not paid for the order and he was charged the 20% fee for nonfulfillment. However as a one-time courtesy, we have agreed to waive the charge and have refunded the $67.45 in charges that had been submitted to Mr. ******'s credit card on file. Unfortunately we are unable to provide any further compensation for this order. At this time we do not have any further information to provide. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. ******* Executive Customer Care Team

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: StubHub charged me $51 for not being able to fill an order. Issue is product was deleted before sale so should not have been listed as available In June 2015, I placed four tickets for sale as a single item on StubHub. I then decided to remove this sale in order to post as two separate ticket transactions. Original offering was deleted and the tickets re-offered in the new format. Stubhub subsequently sold both posts, in spite of the deletion. Now, since I "cannot honor" the posting, is charging me a service fee. Problem is, these would not have sold without their error. I never posted anything I did not have. They have reduced the charge as a courtesy, not still are looking for $51. I would be happy to pay, but this was not my issue. It is simpkly their error. Order #XXXXXXXXX

Desired Settlement: Removal of $51 dollar charge

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Thank you for the opportunity to respond to Mr. ******'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. In reference to Mr. ******'s complaint, Mr. ****** contacted us explaining he was unable to fulfill his sale because the tickets were already sold on an early transaction. Mr. ****** explained that he deleted the original listing and listed the tickets again in a different format. However, after investigation the original listing was not deleted and the tickets sold on 7/9/15. Mr. ****** then listed the tickets again and sold them a few minutes later on 7/9/15. Since Mr. ****** was not able to deliver tickets to his buyer as listed, we needed to make this issue right with his buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. ****** was not paid for the order and he was held liable for a portion of the costs we incurred. In this case, our total cost to make it right for the buyers was $100.76. Per our User Agreement, Mr. ****** would be responsible for these costs. However, as a one-time courtesy, we have refunded $50.38 in charges that had been submitted to Mr. ******'s credit card on file for the order. We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. ****** is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although Mr. ****** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of those costs on his order. Given that consideration was already given in this case, the remaining charges will stand. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept solely based on a conversation last evening, July 30th, in which the case manager agreeed to refund the entire amout. I reserve the rite to re-open this complaint if StubHub does not live up to their committment. This remains entirely their responsibility.

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Tickets were purchased for an event that I did not attend. Need money reimbursed. A friend purchased tickets for a frozen on ice event in Tampa FL. He used my credit card to purchase the tickets. Not sure of when he did it but the event was on May 16. That was the wrong date and I would be unable to attend the event with my daughter. I asked him to call and get a refund or change the date. He said they would refund the money back to me in the amount of $119.00. He did this in May. As I looked through my account, I have yet to see a refund in that amount. I'm asking for a refund.

Desired Settlement: I want a refund in the amount of 119.00.

Business Response: Initial Business Response /* (1000, 5, 2015/07/15) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. As a marketplace, we do not own any of the tickets listed on our site. When buyers place an order for tickets on our site, they are purchasing from a third party individual seller. In some cases, sellers may not be able to deliver tickets when an order is placed because the tickets have not been released by the venue or primary ticket seller. This is often the case for season tickets, which may not be distributed by the teams until a few weeks before the start of the season, and tickets for contingent events (events which are dependent upon a team's standings). For all ticket listings, sellers are required to enter the date they expect to have the tickets in their possession to fulfill their orders. This date is presented during purchase process to make sure all buyers are aware of the date a seller expects to deliver the tickets. This information is also included in the order notification email sent to buyers when they place an order. By accessing or using our website, buyers agree to the terms of our User Agreement. It is noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In reviewing this complaint, Ms. ****** purchased two tickets for Disney on Ice on 2/14/2015 for the show taking place on 5/16/2015. Ms. ****** stated in the complaint that a friend made this purchase for the incorrect date and later contacted us to have the sale cancelled. Upon review of Ms. ******'s account there is not any indication that anyone reached out to have this order cancelled. Per the terms of our User Agreement "All Sales are Final. Except for cancelled events, you will not receive a refund for a completed purchase. You cannot change or cancel any orders after the sale in complete", as the tickets were listed and fulfilled correctly by the seller we are not in a position to offer a refund to Ms. ****** and the charges will stand. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care

7/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a ticket on June 8th which still hasn't been shipped. I need an update on the status or a refund. I ordered a ticket to the Pitchfork Music Festival on June 8th. I still have no tracking number or proof it has been shipped. I am about to book a hotel for the even next week. This trip will cost me over $1000. If I don't have this ticket that money will all go to waste. I can't risk not having this ticket in time. Can you please see if the user has sent the tickets yet? If I don't have them by Monday 7/6 I want a full refund. I thought I'd use Stubhub to save some money as opposed to buying directly from Pitchfork's website but I'd really rather have the peace of mind that my trip I've been planning for a while will not be ruined by not having the tickets in time.

Desired Settlement: If I don't have the ticket by Monday 7/6/2015 I want a full refund.

Business Response: Initial Business Response /* (1000, 5, 2015/07/13) */ Thank you for the opportunity to respond to Mr. *****' complaint, BBB Case # XXXXXXXX. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. In reviewing Mr. *****' complaint, when purchasing tickets on StubHub, Mr. ***** is presented with the date their tickets are estimated to be delivered at checkout, prior to purchasing the tickets, which was stated for 7/15/15. Afterwards, Mr. ***** was sent an email confirmation which also confirmed his expected delivery date of 7/15/15. The seller of Mr. *****' order has listed these tickets as being able to ship no later than 7/10/15. Oftentimes, venues do not issue tickets to the original buyers until two weeks or so prior to the event. Mr. ***** contacted StubHub and spoke with an agent requesting that his tickets be sent to him before his estimated delivery date. We explained to Mr. *****, as an agreement, the seller is expected to fulfill their order by the estimated delivery date provided. In addition, 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. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. While we do understand that Mr. ***** would like his tickets to arrive earlier, we must also allow the seller to fulfill the tickets as they have agreed to. We are more than happy to assist Mr. ***** in changing his delivery address to the residence of his choice to ensure he receives his delivery on time for the event. We attempted to reach out to Mr. ***** to discuss additional delivery options but we have not received any response. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, *******

7/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged an $840 fee for an error on the Stubhub website on my iphone 5. The event did not show 3 days in the listing and I sold the date listed I feel that this charge is in error and that I am entitled to the original $700 sale price per the Stubhub guarantee. I have attached a picture of the Stubhub Application (I can email the screenshot), which shows the 7/3 event, and these tickets are what I am still able to provide the buyer. Also, I have attached a picture of the website which shows the date as TBD, which is different than the mobile application. The mobile application shows the event date as 7/3 and not multiple dates or TBD. The website properly shows this event. The $840 charge by Stubhub is egregious and something I will dispute with an attorney if I am not made whole on this transaction. Sincerely, ****** ***** ************

Desired Settlement: I would like to have the full fee $840 reversed and credited back to my credit card as this was an error on the Stubhub Iphone 5 application.

Business Response: Initial Business Response /* (1000, 5, 2015/07/08) */ Thank you for the opportunity to respond to Mr. *****'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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. When Mr. ***** listed his tickets for sale on StubHub, he selected an event which was noted as "3 Day Pass ********* instead of selecting the specific one-day event for which he had tickets. Throughout the listing process, Mr. ***** would have been able to clearly see the event he selected. During the final stage of the listing process and before submitting his listing, Mr. ***** was given the opportunity to review and verify all information including the event name, date and ticket details. If any information Mr. ***** entered was incorrect, he would have the ability to make the necessary adjustment to his listing to ensure he was providing accurate information to potential buyers. In addition, we sent an email to Mr. ***** when his tickets were listed noting the specific event for which he listed his tickets. This email noted that his tickets were listed as "3 Day Pass ********** Also, Mr. ***** had the option to review and manage his listing at any point after listing his tickets by signing in to his StubHub account. When Mr. *****'s tickets sold on our website, Mr. ***** contacted us to report that he had listed his tickets for the wrong event and was unable to fulfill the order as he only had tickets for one day of the event. Since Mr. ***** claimed this issue was caused by site error, we forwarded this issue to our technical team to review Mr. *****'s listing process. Their review found no evidence to support a site error as Mr. ***** was presented with the disclosure showing he was listing for a 3 day event throughout the listing process and not the single day event. Since Mr. ***** was not able to deliver tickets to the buyer exactly as listed, we needed to make this issue right with the buyer under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. ***** was not paid for the order (he did not deliver the tickets) and he was held liable for a portion of the costs we incurred. In this case, our total cost to make it right for the buyer was $840.00. We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. ***** is responsible for listing his tickets correctly and fulfilling his orders as listed. However, we understand that mistakes may occur. Our records show Mr. ***** spoke with a member of our Resource Desk team regarding this issue and Mr. ***** admitted that he listed for the incorrect event when he initially listed his tickets. As a one-time courtesy we agreed to waive part of the charge Mr. ***** incurred in the amount of $378.96. Although Mr. ***** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of those costs on this order. Given that consideration was already given in this case, the remaining charges will stand. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, ******* StubHub Executive Customer Care

7/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Stub Hub listed parking passes **** stated they were located at Minute Maid Park Parking Lots when they were not. Stub Hub listed parking passes **** stated they were located at Minute Maid Park Parking Lots when they were not. The parking was actually 0.7 miles . Order #: XXXXXXXXX Order date: 07/11/2015 PARKING PASSES **** Rangers at Astros at Minute Maid Park Parking Lots, *********** Sun, 07/19/2015 Time TBD

Desired Settlement: I would like a real Minute Maid Parking lot parking pass. If they can't do that, I'd like a refund of my money.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ Thank you for the opportunity to respond to Mr. ****** complaint, BBB Case XXXXXXXX. I understand Mr. ****** is dissatisfied with our policies on canceling an order. I will provide information as it pertains to StubHub policies. It may help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By accessing or using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtect Guarantee for buyers states: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. Per our User Agreement, it is noted that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception of canceled events or when a seller does not fulfill an order as listed; buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. In reference to Mr. ******'s complaint, he purchased a ticket on 7/11/15 for Rangers at Astros Parking Pass *** 7/19/15. The ticket Mr. ****** selected is located at ****************. - 0.7 mi from venue, it is not on the Minute Maid Park properties. A map of the parking lots is provided which shows the location of the lot in comparison to the venue's location. The seller listed the tickets correctly with the Section noted as "****************. - 0.7 mi from venue". This information was presented to Mr. ****** when he first reviewed the ticket listing on our site and would have been shown again for his review prior to finalizing his purchase. Once the order was placed and the ticket was delivered to Mr. ******, the seller was paid per the terms of our User Agreement since the seller listed the tickets correctly and delivered the tickets exactly as noted in his listing. In situations where a seller listed all information correctly and delivered tickets as listed but a buyer is not able to use the tickets purchased, a buyer has the option to list the tickets for sale on our site. We understand in this case that Mr. ****** has noted that the information was confusing. Mr. ****** contacted us by chat on 7/11/15, we explained that we cannot exchange or refund the ticket as it was listed correctly. We provided him the option of listing the ticket for sale on StubHub and a partial coupon of $5.00. Mr. ****** disconnected the chat and has not contacted us since. However, as a one-courtesy, we have made an exception and issued a coupon to Mr. ****** for the full amount of his purchase. The coupon will be valid for one year and may be applied to future purchases on our site. Thank you for the opportunity to provide specific information regarding this issue. Please contact me if I can be of further assistance. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response as it is what I asked for during my discussion with the customer service rep.

7/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Not payed for tickets I sold I sold tickets on Stubhub and in error I sold the wrong tickets. I was charged 20% for my error and my sale was cancelled. I relisted the tickets and sold them after asking a Stubhub associate if it was ok to do. Later on Stubhub cancelled this order on me saying the tickets were no good. They paid me $0 and charged me $35. I sold legitimate tickets on their website and ended up selling the tickets for -$35.

Desired Settlement: I need to be reimbursed $130.28 and the $35 i was erroneously charged

Business Response: Initial Business Response /* (1000, 6, 2015/07/10) */ Thank you for the opportunity to respond to Mr. *********'s complaint, BBB Case XXXXXXXX. I understand that Mr. ********* is dissatisfied with our process in regard to invalid tickets claims. I will address this concern 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 notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. We want to make sure our buyers get the tickets they ordered in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreement. A full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement. If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer's claim, advising that failure to do so would result in the charges being assessed to the order. The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid. We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyer. We stand behind our FanProtect Guarantee for both buyers and sellers. It is the seller's responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets. In reviewing Mr. *********'s complaint, Mr. ********* sold two tickets on 6/17/2015 for an event taking place on 6/19/2015. He also sold two tickets for the same event under another order and uploaded the same tickets to both orders in error. On the night the event took place one of the buyers contacted us as the tickets they were trying to use were invalid for entry. On 6/23/2015 we reached out to Mr. ********* to advise him that the buyer was unable to gain entry with the tickets provided and that we would need documentation to dispute this claim within 48 hours. Mr. ********* was contacted again on 6/25/2015 as the documentation was not provided to us and was advised of the charges being processed per Section 5 or our User Agreement. We did advise Mr. ********* that we would reassess the charges at any time if proper documentation was provided. At this time Mr. ********* has not provided the required documentation to dispute this claim. However as a courtesy we have waived the $35.00 charge but since he has received payment on another sale for those same tickets, we are not in a position to issue payment on this order. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 8, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The error was made by Stubhub. I completed the order. I later get an email saying to upload the tickets. I called Stubhub and was told that I had not uploaded the tickets yet. I spent over 4 hours in total on the phone with Stubhub in total. I was also hung up on during one specific call after being on the call for over 2. I resold these tickets (AS I WAS TOLD TO BY A STUBHUB REP). The resold tickets were not valid. At this point stubhub tells me I was paid for the original tickets I was told to upload. How was I paid for tickets I did not upload. Please concede that a mistake was made by your company and you tried to pawn the mistake on me. Also, when a mistake is made by your software or your reps I shouldn't have to fight for hours to be properly reimbursed. On top of this the most recent email I received from Stubhub in response to this case contained the following: "This is being reversed as a onetime courtesy." - This company is incredibly arrogant and continually delivers poor customer service. Final Business Response /* (4000, 10, 2015/07/22) */ Thank you again for giving us the opportunity to respond to Mr. *********'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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. As previously noted, Mr. ********* received payment for the tickets on another sale and we are not in a position to issue payment on this order. We have already made an exception in this case and issued a refund of $35.00 in charges that had been submitted to Mr. *********'s credit card. 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. Amy Executive Customer Care Team Final Consumer Response /* (4200, 12, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) And again Stubhub continues along the same path of arrogance. Instead of conceding that an error was made the arrogance continues. THERE WAS NO ONE TIME COURTESY. You did not do me any favors. The error was made on your part. I will reiterate my last response. The error was made by Stubhub. I completed the order. I later get an email saying to upload the tickets. I called Stubhub and was told that I had not uploaded the tickets yet. I spent over 4 hours in total on the phone with Stubhub in total. I was also hung up on during one specific call after being on the call for over 2. I resold these tickets (AS I WAS TOLD TO BY A STUBHUB REP). The resold tickets were not valid. At this point stubhub tells me I was paid for the original tickets I was told to upload. How was I paid for tickets I did not upload. Please concede that a mistake was made by your company and you tried to pawn the mistake on me. Also, when a mistake is made by your software or your reps I shouldn't have to fight for hours to be properly reimbursed. On top of this the most recent email I received from Stubhub in response to this case contained the following: "This is being reversed as a onetime courtesy." - This company is incredibly arrogant and continually delivers poor customer service. "We have already made an exception in this case and issued a refund of $35.00 in charges" Simple questions: 1. How was I paid for the first order if I did not upload the tickets? 2. If my first order was properly processed would the buyer of the second order received right of entry to the venue and thus we wouldn't have this problem. 3. Was I told by your rep who had ALL of the information to go ahead and resell the tickets? THe same order that you "made an exception in this case and issued a refund of $35.00 in charges". 4. Was my valuable time wasted in this matter? Now in very simple words, please do not respond with your terms and agreements of doing business because STUBHUB has broken those terms and as a result of you breaking your own terms and not properly delivering the tickets on the original order I have been penalized.

7/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sold tickets on Stubhub.com and was wrongly charged additional fees for transaction. attempts made to resolve complaint were not responded to. On August 14 I purchased tickets for an event through Ticketmaster. Tickets were sold on Stubhub.com on December 15, 2014 and January 27, 2015. Tickets sold were valid and delivered to buyer. Date of event buyer were denied entry. June 13 I was notified I would be charged for the price of sales and additional fees of $104.40 and $54.00. After contacting Stubhub I was advised to file a charge to seller dispute form within 5 days, which was done so. I learned that Ticketmaster would perform an investigation into the fraudulaent sale of the tickets, but it would take several days. I advised The Executive Claims Member of such and was informed they would extend the time perioed. The very next day (June 17) I received notificiation that the additional fees were placed on my credit card. I have since learned that the tickets were sold fraudulently by another individual through ticketmaster and have been refunded the ticket price. I have contacted and left messages with stubhub with no response from them, also after "charge to seller dispue form was completed in time and which stated I would receive a response within 5 business day, form was submitted and still no response and no return phone calls from messages left. I am not disputing the charge for the sales being applied, but due dispute being charged the additional fees of $54.00 and $140.40 for what they claim to be for selling invalid tickets. The tickets I sold were valid, and additional tickets were sold fraudulently by another individual.

Desired Settlement: Refund of the additional fees of $54.00 and $104.40

Business Response: Initial Business Response /* (1000, 5, 2015/07/15) */ Thank you for the opportunity to respond to Mr. *****'s complaint, BBB 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 notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. Seller responsibilities when listing and selling tickets on our site are addressed in Section 5 of our User Agreement, which states: StubHub may investigate suspected violations of this Agreement or other improper conduct on the Site and you are obligated to cooperate. We may take any action that we deem appropriate in our sole discretion for any actual or suspected violation of the Agreement (including the Seller Policies) or law, if we cannot verify or authenticate information you provided, or if StubHub determines that you have abused the FanProtect Guarantee or otherwise failed to comply with the letter or spirit of our policies (e.g., by deliberately exploiting any policy loopholes). These actions may include, but are not limited to: temporarily or permanently suspending you from using or accessing the Site or Services, removing a listing, requiring you to edit a listing, cancelling a sale, requiring you to send the ticket(s) to the Buyer within a specified time, withholding a payment to you, or charging the Payment Method on file for amounts you owe us or costs we incur due to your misconduct (including, without limitation, any costs associated with collection of delinquent accounts or chargebacks and any replacement costs). We reserve the right to report any activity that we believe to be illegal and we will respond to all inquiries initiated by governmental agencies or as otherwise legally required. We want to make sure our buyers get the tickets they ordered in time for the event. If anything goes wrong with an order - if a buyer gets invalid tickets, doesn't get the right tickets, doesn't get them on time, or doesn't get them at all - our marketplace suffers. That's why sellers may not get paid for their sales, may incur other fees, and/or may be subject to other consequences. Per our User Agreement and Seller Policies, it is up to sellers to make sure the tickets listed for sale on StubHub are valid. If a seller delivers incorrect, misrepresented, invalid, fraudulent or counterfeit tickets for any sale or portion of a sale, the seller will be subject to a replacement fee, other charges, and/or other consequences as outlined in our user agreement. A full copy of our User Agreement and Seller Policies may be found at www.stubhub.com/user_agreement. If a buyer reports invalid tickets, buyers are required to complete an invalid ticket claim form. We notify the seller of the claim opened against the tickets and request documentation if the seller is disputing the buyer's claim, advising that failure to do so would result in the charges being assessed to the order. The documentation requested is the original receipt of purchase, a scan report or any other proof from the venue showing that the tickets scanned as valid and were not scanned more than once, and any additional information to prove the tickets were valid or why the tickets became invalid. We take any report of invalid tickets sold through our site seriously as it creates an extremely negative experience for the buyer. We stand behind our FanProtect Guarantee for both buyers and sellers. It is the seller's responsibility to cooperate with an investigation and supply information. As the original purchaser of the tickets, the seller is the only one with access to the required documentation through the venue or their original point of purchase. We use the details provided by the claim in addition to the documentation provided by the seller to assess the situation and resolve the issue accordingly. The investigation process is in no way an accusation as we do investigate issues with both buyers and sellers alike. We are invested in determining the root cause of any issue reported to ensure that StubHub remains a safe marketplace for fans to buy and sell tickets. In reviewing these transactions, Mr. ***** sold a total of 6 tickets between December of 2014 and January of 2015 for Taylor Swift taking place on 6/13/2015. We received contact from the buyers on the night of the concert advising they were not allowed into the venue as the tickets were deemed invalid as they were already scanned. We notified Mr. ***** of the reported issues on 6/15/2015 and requested that he respond to us within 48 hours to provide his original receipt of purchase, a scan report from the venue, and any additional information regarding the tickets; this is every seller's responsibility as stated in Section 5 of our User Agreement. Mr. ***** responded within 24 hours explaining that he was informed by Ticketmaster that there was an issue with the tickets on their end, we did advise Mr. ***** of the documentation still needed to dispute this claim. As we did not receive the required documentation from Mr. ***** confirming the issue was from the primary ticket source within the provided timeframe. This resulted in the charges of $104.40 and $54.00. We understand that Mr. ***** is upset about the charges. However the tickets Mr. ***** provided his StubHub buyer were not valid for entry and per the terms of our User Agreement he is liable for the cost we incur to make it right for his buyer. Mr. ***** has since provided the proper documentation and we have confirmed with Ticketmaster that there was an issue with the tickets on their behalf which resulted in the StubHub buyer's being denied entry. As the issue was not caused by any action on Mr. *****'s behalf, we have issued him a refund for both charges $104.40 and $54.00 as a courtesy. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 7, 2015/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Stubhub did issue a refund for the charges.

7/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was a seller on Stubhub and was selling 2 pairs of NY Yankee tickets. I was overcharged for the cancellation fee. In August 2014, I was selling 2 pairs of NY Yankees tickets for a total of 4 tickets on Stubhub. After I received notice of a potential sale, I called customer service and asked what the cancellation fee is if I decided to go to the game and not sell the tickets. The representative stated the the cancellation policy which I saw was stated at 20% of the sale price. Each pair of tickets sold for $1800 and I decided not to sell them and she explicitly said that the fee was $360 per pair for a total of $720.00. My credit card was billed for 2 random amounts for $2000 and $3170. I continued several calls to Stubhub and finally got an email back that said they listened to the phone conversation and will credit the $2000 and charge the agreed $360. However, they wouldn't do that for the $3170. I have contacted them repeatedly and disputed the charge with American Express and found out they were sending false information to them to verify the charge. Basically after all the time spent and rude customer service from Stubhub, somehow they were able to get away with robbing $3170.00 from me. I hope you can assist with a further investigation.

Desired Settlement: $3170.00

Business Response: Initial Business Response /* (1000, 5, 2015/05/15) */ Thank you for the opportunity to respond to Mr. *****'s BBB 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. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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 Mr. *****'s complaint, Mr. ***** contacted us explaining he was unable to fulfill two of his sales. Since Mr. ***** was not able to deliver tickets to his buyers as listed, we needed to make this issue right with his buyers under the terms of our User Agreement and FanProtectTM Guarantee. As a result, Mr. ***** was not paid for the orders (he did not deliver the tickets) and he was held liable for a portion of the costs we incurred. We incurred high costs in resolving this issue for the buyers since there was significant price appreciation for the event. In this case, our total cost to make it right for the buyers was $2,000 for one order and $3,170.00 for the order. Per our User Agreement, Mr. ***** would be responsible for these costs. However, as a one-time courtesy, we have refunded $2,000.00 in charges that had been submitted to Mr. *****'s credit card on file for one order and charged Mr. ***** $360.00 (20% of the price the tickets sold) instead. The charge for the second order remained. We rely on sellers to help us keep StubHub a safe, secure, and reliable marketplace for fans to buy tickets. Failure by sellers to deliver tickets as listed creates a bad experience for our buyers. As a seller on StubHub, Mr. ***** is responsible for listing his tickets correctly and fulfilling his orders as listed. We understand that mistakes may occur. Although Mr. ***** could have been liable for all costs we incurred to make the issue right with the buyer per the terms of our User Agreement, we made an exception in this case and charged him only a portion of those costs on one of his orders. Given that consideration was already given in this case, the remaining charges will stand. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, **** Executive Customer Care Team Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand the StubHub policy which states that a 20% charge will apply if a ticket sale is cancelled or possibly more than 20% as the representative above stated. Therefore, I purposely called StubHub to find out if it was going to be the 20% charge or more. The representative stated that it was going to be 20% and gave me a specific dollar amount of $360. Otherwise, I would of completed the sale and not went to the game. I decided to use my own tickets if the charge was $360. I would be happy for StubHub to submit the recorded conversation to BBB that they stated they have and agreed to the confusion and issued me a credit on the first set of tickets. I will be willing to accept a credit for $2000 out of the $3170 and agree to a $1170 charge. Final Business Response /* (4000, 9, 2015/06/03) */ Thank you again for giving us the opportunity to respond to Mr. *****'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. When buyers place an order for tickets, they are purchasing from a third party. By using our website, buyers and sellers agree to the terms of our User Agreement. As part of our User Agreement, our FanProtectTM Guarantee for buyers notes: As part of our User Agreement, our FanProtect Guarantee for buyers notes: You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. When orders are not fulfilled by sellers with valid tickets as listed, our marketplace suffers. Per the terms of our User Agreement, if sellers list tickets with inaccurate or misleading information, fail to deliver tickets on time as listed, or deliver invalid, fraudulent, counterfeit, or misrepresented tickets, sellers may not be paid and may be held responsible for any costs we incur to satisfy our buyer under the terms of our FanProtectTM Guarantee including but not limited to the cost of replacement tickets, coupons, and refunds to the buyer. In cases where a seller is unable to fulfill an order after their tickets are sold, StubHub may charge a sellers payment method an amount equal to 20% of the price of the ticket sold to compensate us for the losses we incur to meet our obligations under the FanProtectTM Guarantee. However, 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. As previously noted, we have already made an exception in this case and issued a refund of $2,000 in charges that had been submitted to Mr. *****'s credit card and charged $360.00 (20% of the price the tickets sold). We will not be making this exception on the second order. Our policies regarding this issue has 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. **** Executive Customer Care Team Final Consumer Response /* (4200, 11, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your robotic answer. I guess StubHub can't provide the recorded conversation that I requested since they would be telling on themselves. Good luck with your poor business model and I suggest shorting the parent company stock.

7/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged $50 for not uploading tickets for a sale that I learned about AFTER they cancelled the sale. I listed tickets on stubhub to resale on 4/22/15. I never received an email from stubhub, from the day I listed my tickets until May 30th at 11:49 am. That email stated that my sale had been cancelled. I then received another email at 11:49 stating I was charged $50 for the cancellation of the sale. I had no idea what this was about and sent an email to customer service about why this sale was cancelled. I looked in my deleted folder and junkmail folder and there were NO EMAILS from stubhub. At that point, I started a live chat . During that discussion, I got another email from stubhub stating that they were acknowledging I spoke with someone about the cancellation of my sale. Literally 1 minute after ending my chat (at 12:32 pm), I got the email from stubhub alerting me to the sale of my tickets. I clicked on the link to upload my tickets and got a message that the sale had been cancelled by stubhub. I then began another live chat. I will attach discussions and a screenshot of my computer screen showing the order in which I received the emails from stubhub. I sent this information to stubhub dispute department. They say that they sent me emails prior to May 30th, which is obviously a lie since I have their email letting me know of the sale that was sent to me on May 30th at 12:32 pm. I have a screenshot of my computer showing the order in which I received emails from stubhub and the email from stubhub at 12:32 letting me know of the sale.

Desired Settlement: I want my $50 charge refunded. And if these tickets do not sell before the event, I want stubhub to pay me what I asked for those tickets ($250). There was a buyer and that sale would have gone through if I had received an email and was able to upload the tickets. Stubhub CANCELLED THE SALE BEFORE THEY LET ME KNOW OF THE SALE.

Business Response: Initial Business Response /* (1000, 5, 2015/05/18) */ Thank you for the opportunity to respond to Ms. ******'s complaint, BBB Case #XXXXXXXX. Unfortunately with the information Ms. ****** submitted in her complaint, we are unable to locate Ms. ******'s account as the contact information provided is not associated with a valid StubHub account. We would certainly like to provide a response to Ms. ******'s complaint, but without locating her account we are unable to review this matter further. To help resolve this issue we recommend Ms. ****** contact our customer service team at X-XXX-XXX-XXXX at her convenience to verify her account information. Please let me know if I can be of further assistance, **** Executive Customer Care Team Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The account is under my maiden name email address: *************@hotmail.com. The name on the sale of these tickets is ***** ***** (my mom that I bought these tickets for). My order info is below. Please scroll down. I have contacted stubhub THREE TIMES about this matter and got nowhere. They say they sent me emails to alert me of the sale prior to the day they cancelled the sale. I requested copies of those emails proving when they were sent because I never received them. They never sent me copies. They did refund my $50, which I appreciate, but I still want the money for the tickets that I had a buyer for but was lost because of stubhub. Your listing info ***** ***** StubHub listing ID: XXXXXXXXXX Lady Gaga and **** ******* Tickets, Concord Pavilion, Concord, CA Thu, 05/28/2015, 8:00 PM PDT Upper *** Row: J Seats: 1, 2 Ticket features: Aisle Disclosures: None specified Comments: None specified You'll have your tickets by 04/22/2015 Pay out: $112.50 per ticket Tips for managing your listings Final Business Response /* (4000, 21, 2015/06/30) */ Thank you again for giving us the opportunity to respond to Ms. ******** rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. As previously noted, we have reviewed Ms. ******** account and have determined that the emails and phone calls were made to fulfill on this sale prior to the order being cancelled. I have resent the email sent to Ms. ***** on 4/49/2015, this email was sent as an additional courtesy before the order was cancelled. We have reversed the charge of $50.00, however Ms. ***** will not be paid for this sale as it was not fulfilled by the expected delivery date. We understand that mistakes may occur. However, StubHub is a self-service, secondary marketplace for buying and selling tickets to a variety of events. While we do our best to ensure that e-mails are sent out regarding every transaction, these e-mails are sent as a courtesy and are not required to be sent. As a seller on our website you have several resources available to review the status of tickets listed. By logging into your StubHub account, you can view any and all sales that have occurred. We also have customer service representatives available seven days a week to answer any questions or concerns that our customers may have. As there may be a number of issues that can prevent an e-mail from being received to a customer we do fully expect that our customers will utilize the other tools and resources we have provided to them to ensure that they are aware of all activities that have transpired on their account. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of any further assistance. **** Executive Customer Care Team Final Consumer Response /* (4200, 23, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate Stubhub sending me a copy 0f an email that they ALLEGEDLY sent me to alert me of the sale of my tickets. I find it very hard to believe that I could not receive this email when I clearly have received all other emails from stubhub after they cancelled my sale. I think it's ridiculous that stubhub puts the responsibility on the seller by saying: "we do fully expect that our customers will utilize the other tools and resources we have provided to them to ensure that they are aware of all activities that have transpired on their account". Why would I use stubhub if I had to do all of the leg work to sell my tickets??? The terms clearly state that I (the seller) would be alerted to any sale so WHY WOULD I GO INTO MY ACCOUNT EVERY DAY FOR 2 MONTHS TO FIND OUT IF MY TICKETS WERE SOLD?? Obviously stubhub will not take responsibility for the sale that I lost and that is their fault, in my opinion. I will not use stubhub in the future and I will let all of my friends know that they should not use stubhub for ANY TRANSACTIONS.

7/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Tickets were advertised at one price but then a much higher price was charged to my credit card. When I decided to purchase 3 tickets to a Chicago Cubs game on Stub Hub, I thought my experience would be quick and easy. To say it wasn't would be an understatement. I'll explain. I was looking for tickets in the $30 - $50 range. After settling on three outfield terrace box seats for the Monday June 15, 2015 night game against the Cleveland Indians, I submitted my order. I was shocked to see that my order total was $7,030.50. Yes, $7,030.50. This comes out to $2,343.50 per ticket! Immediately upon noticing this gross error, I contacted Stub Hub to advise them that this must have been some kind of computer glitch. I advised them that the published ticket price was approximately $50 and I have no idea why the order total was in excess of $7,000. The first person I spoke with said I would need to call back the next day, which was Sunday May 17, 2015. In between the time I ordered the tickets and I called back, I had decided to use Stub Hubs live chat feature for resolution. I was assured the problem would be fixed. When I did speak with a representative from the company on Sunday May 17, 2015, I was assured the order would be cancelled as it was obviously an error on the part of Stub Hub. I requested a confirming email of which I received and have attached to this complaint. I also called Discover Card to advise them of this in the event this charge goes through on my credit card. Still wanting to take my wife and daughter to a game, I put my trust back in Stub Hub and successfully ordered three tickets to the same game for a total of $119.80. I would also like to point out that when I searched Stub Hub's web site for the June 15, 2015 game against Cleveland, the highest individual ticket price was slightly more than $400. Not the $2,343.50 per ticket price. After receiving all the necessary documentation and assurances from Stub Hub that the order was cancelled and this charge would not go through to my Discover Card, I received both a phone call and email on Wednesday May 20, 2015 from Stub Hub indicating this was my error and that the tickets were in fact priced at $2,343.50 each. They also referenced the fact that they confirmed this price with the seller of the tickets. To me this feels like the seller of the tickets and Stub Hub are conspiring against innocent and unsuspecting buyers like myself. After receiving this call and email from Stub Hub, I decided to contact Discover Card again to advise them of the situation. To my disappointment, they told me that Stub Hub did in fact put this charge of $7,030.50 on my card. This situation has caused significant upset and stress on me and my family. While it appears based on the last email I received from Stub Hub that the problem has been resolved, I want to make sure no other unsuspecting individuals purchasing tickets via Stub Hub have to go through what I went through. For your records, I have attached all of the supporting documentation between Stub Hub and myself. I hope you will consider delving deeper into this issue and exposing Stub Hub for what has truly been a very upsetting and stressful experience. An experience that should have been easy and enjoyable.

Desired Settlement: An apology and complimentary tickets to another event.

Business Response: Initial Business Response /* (1000, 5, 2015/06/05) */ Thank you for the opportunity to respond to Mr. ********'s complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. It is stated in our User Agreement under Buying Tickets: "When placing an order, you are entering into a binding contract with the Seller to purchase those tickets or related passes. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, you will not receive a refund for completed purchases. You cannot change or cancel any orders after the sale is complete." In reviewing this complaint, Mr. ******** contacted our Customer Service department on 5/16/2015 concerning the price of the tickets he purchased. Mr. ******** stated tickets he purchased were listed around $50.00 per ticket but had paid $2,343.50 per ticket due to an error on our website. The issue was forwarded to our technical team for review. While our technical team was investigating this issue, Mr. ******** contacted us again on 05/17/2015 stating there was a site error and requested a refund for the purchase. As a onetime courtesy, a member of our customer service team agreed to provide Mr. ******** a refund which was promptly processed. On 05/20/2015, we received the investigative results back from our technical teams. Their review showed that Mr. ******** was presented with the correct pricing information of $2,343.50 throughout his purchase process and before he finalized his purchase. There was no evidence to support a site error. Since Mr. ******** was provided a refund before the results were returned, we have agreed to let this refund stand however this was not an error with the StubHub site. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. Sincerely, **** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe this to be true. Stub Hub is absolutely at fault because when I was searching for tickets, I also checked to see what the lowest to highest range was for this game and the highest per ticket price was a little over $400. Based on that it would be impossible that tickets that expensive would have come up in my search. Furthermore, when I contacted Stub Hub initially, they said it was an IT error on their part and refunded us the purchase price. So, either their website is faulty, because when I searched by a certain price, tickets in a completely different range came up, or their IT depart is wrong because they told me it was their error, when now supposedly, it was my error. Would any reasonable person expect that you could find tickets that expensive for a regular season game with no meaning? The fact that you even have to be on guard for something like to happen is absurd. Somehow the price got switched between when I hit order and they sent the confirmation. I will never order from them again. Final Business Response /* (4000, 9, 2015/06/23) */ Thank you again for giving us the opportunity to respond to Mr. ********'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. It is stated in our User Agreement under Buying Tickets: "When placing an order, you are entering into a binding contract with the Seller to purchase those tickets or related passes. Payment is remitted to StubHub and disbursed to the seller according to our payment policy. All Sales are Final. Except for canceled events, you will not receive a refund for completed purchases. You cannot change or cancel any orders after the sale is complete." At this time we do not have any further information to provide, Mr. ******** has been advised that there was no site error and has also been provided with a refund as a one-time courtesy. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. **** Executive Customer Care Team

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my tickets listed for sale, Stubhub sold them for almost 1/4 of the listed price, and they want to pay me like that, almost 1/4 of the price. June 19, I log in the app, make price changes on tickets, as I usually do. I took a screenshot, and all was ok. A couple of minutes after,,Ive received an email from stubhub telling me that they sold my tickers for $25.87, almost 1/4 of the listed price. I claimed to them via phone, chat etc, , and provided themwith screeno? Today, june 21, they still say theyre will contact me. Curious, i just checked, and discovered that thdy have my yickets listed for sale at the price i llisted. I want to receive my money, the amount i was expecting.

Desired Settlement: I want the money for the tickets they sold,

Business Response: Initial Business Response /* (1000, 10, 2015/07/01) */ Thank you for the opportunity to respond to Ms. ********'s BBB 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. 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: You will get your tickets in time for the event, your tickets will be valid for entry, and your tickets will be the same as those you ordered. If any of these things do not occur and you comply with applicable policies and timelines, we will find you comparable or better tickets to the event, or offer you a refund or FanCode for future purchase and if the event is cancelled and not rescheduled, you will get a refund. For sellers, our FanProtect Guarantee notes: Buyers or prospective buyers are not permitted to contact you. You can adjust your ticket prices any time before they sell. You will receive payment for all tickets you sell and deliver in accordance with the StubHub User Agreement. You may find a copy of our User Agreement on our website at www.stubhub.com/user_agreement. StubHub does not own or list any of the tickets on our site. We are a self-servicing secondary ticket marketplace that allows our sellers to choose their own ticket prices. Tickets can be listed above or below face value as the price is based off of the market value. Additionally, as we are a self-servicing website we do not alter or change any seller's listings or information within their account. In accordance with Ms. ********'s complaint, we have reviewed her account and we were able to determine that all of the price changes on her listing were made from within her StubHub account. On June 19, 2015 the price was changed from $109.00 per ticket to $28.75 per ticket. Shortly after that price change the tickets sold on site. Ms. ******** contacted us due to the tickets selling below what she listed them for and we offered to cancel the order and allow her to relist the tickets, which she declined to do. Shortly after that the buyer who purchased the tickets from Ms. ******** relisted and sold them on StubHub. Since her tickets were already delivered and the buyer resold them, we could no longer cancel the sale after she initially declined the offer. Therefore, as a one-time courtesy we issued her an additional payment of $144.46. In addition to the original payment she received, this totals what she would have received if the tickets sold at $109.00 per ticket. Thank you for the opportunity to provide specific information about StubHub. If I can be of any further assistance, please let me know. Sincerely, *** StubHub Executive Customer Care Initial Consumer Rebuttal /* (2000, 12, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Even if the answer provided here is not the same that was given to me, because the tickets were never listed for such a ridiculous amount, I accept the resolution. The word " courtesy" sounds like if they are forgiving me for mistake, when it was because of technical issues with their system, not mine. On the other hand, ***, the case worker from Stubhub called mefot and was very polite. Thanks to the BBB for the fast intervention.

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have purchased tickets to an event and the performers were never there and they didn't tell us about it till we figured out again I purchased tickets to an event were the performers never showed up it was a total different performer and they never bothered to tell us I want my money back since the promised performers never showed up.

Desired Settlement: I want my money back in full..i don't care if the show still went on the promised performers never showed up

Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ Thank you for the opportunity to respond to Ms. *******'s complaint, BBB Case XXXXXXXX. I understand that Ms. ******* is upset due to a band not playing at the event. I can understand her concerns and will provide information as it pertains to StubHub processes and polices. It might help to explain that StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their ticket for and when they are able to ship their tickets. Our FanProtect Guarantee for buyers states "You will get your tickets in time for the event. Your tickets will be valid for entry. Your tickets will be the same as those you ordered. If any of those things to not occur, we will find you comparable or better tickets to the event, or offer you a refund." In reviewing this complaint, on 4/28/2015, Ms. ******* purchased 2 tickets for Plan B on 6/5/2015. Ms. ******* contacted us on 6/8/2015 and stated that the lineup of the concert was changed and she was unable to see the band she wanted. The venue had considered this a completed event and were not refunding buyers. As a courtesy we did offer to refund the fees to Ms. ******* in the amount of $33.00 which was declined. We do understand that the performer that Ms. ******* was looking to see did not perform, however it is stated when purchasing from our site "We are not responsible for partial performances or venue, date, or time changes. Check local listings for the latest info." As a one - time courtesy we have issued a refund in the amount of $33.00 to Ms. *******'s credit card, however we will not be issuing any additional compensation as this event did take place. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. **** StubHub Executive Customer Care Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) because I never saw the right performers. Final Business Response /* (4000, 9, 2015/07/01) */ Thank you again for giving us the opportunity to respond to Ms. *******'s rebuttal, BBB Case XXXXXXXX. As previously explained, StubHub is a secondary ticket marketplace website. All of the listings on our site come from individual sellers who determine the prices that they are willing to sell their tickets for and when they are able to ship their tickets. 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." A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. As previously explained, the venue had considered this a completed event and was not refunding buyers. Had the venue confirmed otherwise that the event was cancelled, as stated above; we would have refunded Ms. *******. We do understand that the performer that Ms. ******* was looking to see did not perform, however it is stated when purchasing from our site and stated in our User Agreement under Buying Tickets: "StubHub is not responsible for partial performances, or venue, line-up, date, or time changes. No refunds will be issued in these instances." At this time we do not have any further information to provide. Ms. ******* has been advised that the event had not been cancelled and has also been provided with a partial refund in the amount of $33.00 as a one-time courtesy. Thank you for the opportunity to provide information about StubHub. If I can be of any further assistance, please let me know. ******* Executive Customer Care Team Final Consumer Response /* (4200, 11, 2015/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) i want half my purchase for not having the performers that should of been there perform. I think this should be escalated.

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stubhub would not cancel my first order after the second order was cancelled by the seller. I had simply asked for a refund and I was denied. I bought a carnival ticket to Vegas and then I bought a shuttle pass **** our hotel. The seller for the shuttle pass ******** my order because he wanted a more comparable rate of almost $800 more. When the shuttle pass *** cancelled I called to ask if I could cancel my carnival ticket. I only wanted to cancel it because the shuttle passes ** the carnival were too much money for me and I couldn't afford the $800 more. I talked to the supervisor ****** who said that they couldn't refund my ticket because I had already paid for it an agreed to their terms but so did the seller who wanted more money for the shuttle pass. I just didn't understand why my money could not be refunded when it wasn't my fault the shuttle pass *** been cancelled. I understand it isn't their fault either but as a customer I would assume that you would try to make your customer happy. I cannot go on a different shuttle pass ******* I would have to walk alone in Las Vegas and that is not safe for a young woman. I also cannot afford the price anymore. Stubhub did offer to allow me to resell the ticket but I would more than likely not be able to get the full amount that I paid. There are many other people selling tickets to the carnival. ****** was very adamant about me reselling my ticket but it was so easy for them to refund me when the seller for the shuttle pass ****** more money that I don't really see an issue with refunding me my money for the second transaction.

Desired Settlement: All I am asking is for a refund the amount that I paid. I cannot go anymore due to the shuttle pass ***** so expensive now.

Business Response: Initial Business Response /* (1000, 5, 2015/06/15) */ Thank you for the opportunity to respond to Ms. ****** complaint, BBB Case XXXXXXXX. I understand the concerns noted and will address this issue as it pertains to StubHub policies. It might help to explain that StubHub is a secondary ticket marketplace which enables fans to buy and sell tickets to sports, concert, theater, and other live entertainment events. We do not own any of the tickets listed on our site. Listings on our site come from individual sellers who set their own prices for the tickets listed. By accessing or using our website, buyers 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." It is also noted in our User Agreement that when a buyer places an order, the buyer is entering into a binding contract with the seller to purchase those tickets or related passes. All sales are final with the exception cancelled events or when a seller does not fulfill an order as listed. Buyers will not receive a refund for completed purchases and buyers cannot change or cancel any order after the sale is complete. As part of our FanProtect Guarantee for sellers, we guarantee that sellers will receive payment for all tickets they sell and deliver in accordance with our User Agreement. Payment is remitted to StubHub by the buyer and disbursed to the seller according to our payment policy. A copy of our User Agreement may be found at: www.stubhub.com/user_agreement. In reviewing this complaint, Ms. ****** placed 2 orders on our website where one order was for event carnival tickets and second order was for a shuttle pass. The seller of the shuttle pass *** ****** ordered notified us to advise they were unable to provide the shuttle pass *** therefore was unable to fulfill the order. As a result of this information, we immediately took action and attempted to locate a comparable replacement shuttle pass *** Ms. ****** at no additional cost to her per our FanProtect Guarantee as stated above, but unfortunately, there were no comparable passes ********** Please keep in mind when it comes to comparable replacement passes ** tickets they are determined by StubHub in its sole discretion based on cost, quality, availability and other factors, per the terms of our User Agreement. Since we were unable to accommodate Ms. ****** with a new shuttle pass, we processed a full refund to her credit card along with a 20% StubHub coupon for the inconvenience. Ms. ****** then contacted StubHub requesting a refund for her remaining order for the event carnival ticket. A member of our customer service team advised Ms. ****** we are unable to accommodate the request per the terms of our User Agreement since Ms. ****** had entered into a contractual agreement with the seller to purchase the tickets. To assist Ms. ****** in resolving this issue, we offered Ms. ****** the option to relist her tickets on our website if she was no longer interested in attending the event. As a courtesy, we also offered to waive our sell fee if the tickets sold on our website. While Ms. ****** declined the offer to relist her tickets, we explained this offer would still stand if she chooses to accept. We also advised to Ms. ****** that she would only be eligible for a full refund if the seller of her order was unable to fulfill per our FanProtect Guarantee. Ms. ****** understood conditions and agreed to keep her tickets. Thank you for the opportunity to provide specific information about StubHub. Please let me know if I can be of further assistance, ******* Executive Customer Care Team

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: StubHub will not accept PayPal credit as a form of payment and refuses to cancel the transaction when asked due to no knowledge of the policy. On 06/01/2015 I purchased 4 tickets to an Atlanta Braves game. Last time I purchased tickets I thought I had a setting wrong so I changed my PayPal default to PayPal Credit for all transactions. I researched whether StubHub took PayPal credit and all I could find was yes they took PayPal as a form of payment, there was no specific about PayPal Credit vs Standard PayPal. I also was under the impression that a vendor in general did not know of the funding source of the PayPal transaction either so theoretically HOW would StubHub know the difference? Called PayPal and learned that StubHub doesn't take PayPal Credit but I should be able to resolve the issue with StubHub. I called StubHub and was told that I could change funding source, ie credit card or I could relist the tickets to be sold but they could not help me other than that. The rep. "****" said that it was in the user agreement. I reviewed the current user agreement and found NOTHING regards to PayPal credit vs regular PayPal. StubHub is associated with eBay and there is no issue with using PayPal Credit for purchases. HOW is StubHub any different.

Desired Settlement: I'd like some form of explanation of the actual policy. Show me the actual verbiage and where I can find it. I would like some changes in the policy regarding using PayPal Credit.

Business Response: Initial Business Response /* (1000, 7, 2015/06/17) */ Thank you for the opportunity to respond to Mr. *******'s BBB 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. As stated in our User Agreement and in various Customer Support topics on our website, Customers are able to pay for purchases using PayPal, credit or debit cards. As explained in our Customer Support FAQ "Using PayPal to pay for tickets, buyers choosing to use PayPal may create a PayPal account or sign into an existing PayPal account while ordering tickets on our site. We'll save their PayPal preferences so that they won't have to sign into PayPal the next time they order tickets. Buyers can save one PayPal account in their StubHub account at a time. StubHub includes a link to the PayPal site during checkout for users to obtain information about their PayPal account or to manage their account preferences. The PayPal site provides Frequently Asked Questions ("FAQ") regarding PayPal Credit, including an explanation that PayPal Credit may be available for purchases with certain merchants. It also notes specific exemptions, including, for example, exclusions for eBay purchases. ("PayPal Credit can be used for most purchases on eBay, except in the following categories: adult, digital goods, weapons, alcohol, and vehicles"). According to Mr. *******'s complaint, he set his default payment settings on PayPal to PayPal Credit. StubHub does not currently accept PayPal credit, so PayPal used a different payment method to complete the purchase. According to the complaint, this was confirmed by PayPal during a call. We apologize for any inconvenience to Mr. *******. After he contacted us regarding this issue, we offered him the option to switch his payment method or to relist the tickets. In addition, we issued him a gift card toward a future purchase as a courtesy. Please let me know if I can be of further assistance in this matter. **** StubHub Executive Customer Care

6/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Stubhub says they accept Paypal, but then locks out paypal credit after purchase is done. Goes after your bank account instead. STub Hub charged me directly for this instead of Paypal credit. Their phone person, *****(?), stated that they do not accept Paypal credit (my preferred method). No where on their site does it state that. They say they accept credit cards and paypal. At no time during the transaction does it state they do not accept paypal credit. I feel this to be fraudulent and unfair business practices. From their T&C: Your Account. You must create an account to list, sell or purchase tickets or related passes *** you must have a valid credit card or debit card on file ('Payment Method'). StubHub also accepts payment by PayPal. You acknowledge that StubHub may charge your payment method for amounts you owe us, costs we incur or other losses arising out of your violation of this Agreement (including the Additional Policies). All I have asked is that the balance of 151.80 is charged to Paypal credit. It should not make one difference to stubhub since they get paid no matter what. They said they can refund and reapply to a credit card though. I want the tickets, I just want the method of payment changed. I was told that you can't do it either. First law of retail and sales: Never say can't. Find a way to help the customer. I find it hard to believe that two very large companies cannot/refuse to help me on this. It may not be much to you, but to me it is a lot right now. You can contact me via my account or at XXX-XXX-XXXX. Billing agreement# B-3LKXXXXXXXXXXXXXG, paid on May 26, 2015 via Paypal. Stubhub order id# XXXXXXXXX. Sincerely, ****** ******

Desired Settlement: I want the 151.80 refunded to my bank account and charged to my Paypal credit account. That's it. No refund, nothing. Just fix the method of payment.

Business Response: Initial Business Response /* (1000, 5, 2015/06/12) */ Thank you for the opportunity to respond to Ms. ******'s BBB 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. Customers making a purchase on StubHub may pay for their tickets using their PayPal account, Visa or MasterCard debit card, or Visa, MasterCard, Discover, or American Express credit card. Buyers choosing to use PayPal may create a PayPal account or sign into an existing PayPal account while ordering tickets on our site. We'll save their PayPal preferences so that they won't have to sign into PayPal the next time they order tickets. Buyers can save one PayPal account in their StubHub account at a time. For a PayPal account, which is separate from the buyer's StubHub account, customers have the option to select a default payment method for funding charges to their PayPal account. If no default method is selected, PayPal will process the payments in the following order: using any PayPal balance, charging linked bank account, or charging linked credit/debit card. Purchases on StubHub where buyers select PayPal as the payment method are processed by PayPal using the default payment method. If no default method is selected, PayPal will process the payment using the options noted previously. We apologize for any inconvenience if Mr. ******'s payment via PayPal was not processing using the PayPal payment method he noted in his complaint, PayPal Credit (formerly known as Bill Me Later). After he contacted us regarding this issue, we had cancelled the order and issued Mr. ****** a full refund on 6/2/2015 as a courtesy. This full refund should have already appeared on Mr. ******'s PayPal account. Please let me know if I can be of further assistance in this matter. **** Executive Customer Care

6/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I utilized StubHub to sell two tickets. My sale was canceled ($386) and I was charged a fee ($86). Seeking refund of fee, and reimbursement of sale. I sold two tickets to CMA Fest in Nashville on 6/6/15 via the StubHub website. I was informed that I needed to drop off the tickets within 1 business day via email and to arrive at UPS by 6PM. I arrived at 5:23PM on Monday, 6/8/15 and the overnight mail had already gone out. I called StubHub at 5:27 to inform them of the situation and to ask what I sh