- Report: #1275595
Complaint Review: Stubhub - Internet
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Stubhub
Internet, USA
Web:
www.stubhub.com
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Stubhub Why doesn't Stubhub Allow Charges to be Reversed in the First 30-60 Minutes? Internet
At some point in the past, StubHub saved my credit card information. I don't remember agreeing to it, but it is possible I may have agreed to it. By doing that, apparently I became a one-click user of their site without actually requesting that or agreeing to that. So I was browsing tickets recently and clicked on the tickets to see what they would cost with fees and taxes included. On that screen I must have accidentally clicked on the one-click payment and next thing you know I have an email saying I have purchased $1300 in tickets. I never intended to purchase these tickets. Worst case, I thought I was going to be brought to a screen were I would confirm or enter my credit card 3 digit security code.
I immediately (within SECONDS) opened a chat window and asked them to reverse it, and they refused. Because of their exorbitant fees on both the buyer and seller, in addition to having to sell the tickets at a loss, this accidental click cost me $600 which I am now protesting with my credit card company.
Stubhub tries to hide behind the mask of "we are just a marketplace... you bought the tickets from someone else and we cannot reverse since the transaction is between you and another person." OK, this is complete and utter nonsense. When they use the word "marketplace", what it really means is that you just got scammed.
First of all Stubhub makes A LOT of money when people make this mistake so they are highly motivated to have people keep making this mistake. Most people will just take the hit and not complain. Essentially they make fees on two transactions (on both the BUYER AND SELLER FOR BOTH) because the purchaser has to re-list the tickets. IF (a big IF) they actually did care, they could institute measures to prevent mistakes from happening. Some examples might be:
1. Have a confirmation screen that warns you that there are ABSOLUTELY NO REFUNDS even for accidental clicks.
2. Don't offer One-Click for purchases over $500.
3. Have a one hour delay (like Amazon does) to reverse One-Click purchases. They say this is impossible, but is it really? They don't even pay the seller for 5 days!!! All they have to do is withhold the "Congratulations you sold your tickets" email that goes to the seller for one hour and joila, it's fixed.4. For security measure, require any purchase over $500 to respond to a text message confirming the purchase. And don't send the instantly downloadable tickets until the purchase is confirmed.
Bottom line.... Stubhub's policy is in the short term interest of EBay's shareholders but not in the long term interest of customer satisfaction. This is why (in contrast to Amazon) pretty much every online review I have read about StubHub is terrible. I am beyond upset that I lost $600 to these crooks. My life mission is to get my $600 back. Feel free to help me if you have suggestions or if you just want to write them on my behalf.
1 Updates & Rebuttals
StubHub Threatens You if You Dispute!
#2Author of original report
Fri, December 25, 2015
Here is my latest email exchange with StubHub. Note that if you tell them you are going to protest a charge on your credit card, they send a littany of threats instead of trying to work the issue out with you.
This is a terrible, terrible company. Please do not do business with them.
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Hi Kaila,
You are sorry my tickets did not sell at the price I wanted? What???? That has nothing to do with my complaint. Did you even read my complaint?
My complaint has nothing to do with the selling price of the tickets you stuck me with via email. I have never sold tickets in my life and I am not a professional scalper. I sold the tickets for one reason only - to mitigate the amount we would be arguing over. If I had refused to sell these tickets and let them go unused, we would be arguing over $1400 instead of $600. Thanks to my efforts to sell the tickets for the market price at that moment, the disputed amount is only $600.
My issue Kaila is that I never intended to BUY the tickets in the first place! And fundamentally this happened because it is way too easy to accidentally buy tickets on your site. Nobody at StubHub has even discussed this topic with me. Instead I get smoke screens, delay tactics, threats like the below, and form letters talking about e.g. how I completely control the selling price – which has nothing to do with my complaint!
How are you different from Amazon? Amazon has One Click but you can reverse the charge in the first hour. Also your average order (in dollars) is likely much larger so the consequences of an accident are more dire for the customer.
If you review the clickstream on your site that led to my unintended purchase, the selection of the product happens (you call it “Checkout” but at that point the seats/product has not even been selected) then my presumption is that the next screen is a One Click final purchase (but only if a credit card or PayPal account is on file already). I never even saw the second screen but if you had Amazon’s policy for OneClick then there would be a one hour period in which a customer could cancel the order. I know you will argue otherwise, but there is nothing about your use case that prevents you from adopting Amazon’s policy. I won’t go into the details, but there are multiple other ways you could prevent accidental purchases, but you choose not to. I can only assume, since you never address this in your responses, that you have this policy because accidental purchases enhance your profitability at the expense of your customers.
How are you different from NFL Ticket Exchange? NFL Ticket Exchange on my last order had an extra confirmation screen (like every other web site except YOUR web site) AND sent me a text asking me to confirm my order before they confirmed the sale of the tickets back to the seller.
Your web site does not adhere to the internet purchasing norms of every site I have ever shopped, and that is my issue. If this is not intentional, I would like an explanation of why you think your use case is so special that you cannot take any actions to make it more difficult for people to accidentally purchase tickets on your site.
Charge backs exist precisely because of companies like StubHub that don’t actually address customer concerns but instead put up obstacles, smoke screens, long delays – anything to avoid fixing a problem for a customer. The customer’s only remedy with StubHub is a chargeback, and you are trying to bully people (e.g. in your letter below) into not using their only remedy. Shame on you StubHub. I have already filed the chargeback and I will not be deterred by your policy of threatening customers.
Kaila I am just a normal person who truly believes you guys are ripping off consumers by making it too easy to accidentally purchase tickets on your site. It is simply not fair to take $600 of hard earned dollars from me and refuse to even acknowledge or discuss that your web site has this issue. I don’t know what it will take to get your attention on this issue, but I am on a mission to help shed light on this issue in as public a way as possible.
Here is my request:
I want my $600 back, and I would like you to consider fixing this problem on your site so this does not happen to other people. And it would be nice to have a conversation with somebody that actually will discuss what my real concern is instead of spoon feeding me your standard talking points.
Best Regards,
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On Thu, Dec 24, 2015 at 4:40 PM, StubHub Case Managers <[email protected]> wrote:
Hello Todd!
I’m sorry that you were unhappy with your recent experience with us on your order (((redacted))). I tried calling you to discuss but didn't get ahold of you.
When listing tickets, you are in complete control of the price, but I’m sorry they did not sell at the price you wanted. I see a previous representative tried to leave a voice mail with you letting you know that because you didn’t make all your money back on your resell, we refunded you your buy fees as a one time courtesy. That was a total if $256.35 refunded back to your PayPal account on 12.12.2015.
I apologize you don't feel that our attempts to rectify the situation are satisfactory to you. 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.
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.
Thanks for using StubHub!
Sincerely,
Kaila
StubHub Case Management
Weekdays: 5:00AM -- 9:00PM (PST)
Weekends: 6:00AM -- 7:00PM (PST)
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