- Report: #570280
Complaint Review: STUBHUB - Internet Internet
Reported By:
Nikki -
dallas, Texas, Virgin Islands (US)
Submitted:
Updated:
-
Author Not Confirmed
Why?
STUBHUB
199 Freemont Street Suite 300 Internet, 94105 Internet, United States of America
Phone:
866-788-2482
Web:
www.stubhub.com
Categories:
Business Rating:
(0)
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STUBHUB Replacement FEE Ripe off on PAPERLESS TICKETS that Internet
I purchased two tickets to see John Mayer in March 2010. Unfortunately I am unable to so I thought it would be a good idea to sell them on STUBHUB. Biggest mistake ever! I posted them on STUBHUB and when they sold I went to my ticketmaster account to print tickets to only find out that MY tickets were premium seating and were paperless. The ticket IS my credit card, which was stolen a week before this ordeal. The only way to get into this concert with premium seating you MUST present the original credit card and ID. I was not aware of this and I immedialty called STUBHUB. They acted like they never heard of paperless ticketing before-which is a lie. There are articles on thier website that discuss the future of paperless tickets. The agent told me that they are going to charge me a fee so that they could "replace" the tickets. They would not tell me the fee. They told me someone will be contacting me to go over the fee. One week later still no phone call AND no reply back from my email; I received an email today that they charged my AMEX $197.00 since they need full fill the buyers order.
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
I called several times today and spoke to one of the supervisors, Brian. He basically told me they had to charge this fee in order to replace my tickets in the same section for the buyer. I have an issue with this because there are no PAPER tickets for premium seating. So how could STUBHUB charge me a fee to replace tickets within the same area if there are NO tickets. The ticket is the credit card.
I feel that they are being dishonest and scamming sellers, especially ones new at this, by allowing them to POST tickets to concerts that are PAPERLESS. John Mayer opted for floor and lower levels to be paperless. STUBHUB will either refund the buyers money since one cannot buy these seats through a broker OR offer him nosebleed seats, while I am STUCK with a $197 replacement fee when the nosebleed seat tickets are not even going for that much.
STUBHUB is fully aware of the industry changing to paperless and they also are aware of paperless venues like Miley Cirus, John Mayer, AC/CD, etc. I feel they took full advantage of me. They should put a disclaimer to sellers about paperless tickets like they do for buyers.
I still do not understand how they are telling me that they have a seller with two tickets for the same section and now I am paying $197 to replace them with these tickets. My section is paperless!!
I will continue to report, blog, vblog, etc until I get this resolved.
Nikki
(((REDACTED))) @yahoo.com
1 Updates & Rebuttals
Stubhubecc
San Francisco,California,
U.S.A.
StubHub Follow Up
#2UPDATE Employee
Wed, February 17, 2010
Hi. Im Gregg Dispenza with StubHubs Executive Customer Care Department. I can totally understand your disappointment with not being able to attend this John Mayer concert, as well as your further frustration with the tickets being changed by the promoter to paperless and how that impacts the ability to sell paperless tickets on StubHub.
As you are already aware, we are a secondary marketplace for fan-to-fan ticket sales and have no direct connection to any ticket vendor, event promoter or venue. As a result, our online Help Section explains that we are not responsible for any venue or performance changes with regards to the scheduling or handling of an event. Since we are never in possession of the actual tickets being sold on our site, we rely on our buyers and sellers to work in good faith regarding their transactions. That includes the listing of tickets and ensuring that orders are transacted and fulfilled according to the terms of both our User Agreement and FanProtect Guarantee. Therefore, all confirmed orders are considered a binding contract between the buyer, seller and StubHub.
As some events are moving to a partial or full paperless format for their tickets, this definitely can impact the capability of tickets for those events to be listed and sold on StubHub. All tickets listed for sale on our site must be delivered to the buyer by the seller either physically utilizing FedEx or, in some cases electronically, if an electronic file download format is supported by that specific event.
It might help to explain that our User Agreement, that all users of our site must agree to when setting up their account, states in Section 4.3 that sellers must provide the tickets that they list on our site. Once a seller confirms an order, if they are not able to fulfill it with the tickets that were listed on our site, that the buyer agreed to purchase, we still have an obligation to the buyer to ensure their receiving tickets that will gain them entry to this event. Since we do not carry any ticket inventory, we must consult our site for comparable tickets to consider offering the buyer as replacements. If the buyer accepts those tickets, we still have to pay that seller and per our terms, the original seller who could not provide the tickets that they listed, must cover any cost difference in that transaction.
Our Customer Service Department is available, by phone and email, to answer any questions on how to use our site. Additionally, the details of our User Agreement and FanProtect Guarantee are available, along with a wealth of information in our Help Section online.
I apologize if any of our representatives may not have been as well informed as you would have liked them to be, and I will address any training needs internally. I am also interested in discussing this order with you, to make sure that we address any of your questions or concerns. Please send an email to [email protected], Attn: Gregg and include the order number or email address that your account is set up with. I will respond directly and look forward to hearing from you! Sincerely, Gregg Dispenza
