Reply to PSA - Avoid Stubhub if you care about attending the ticketed event

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[quote=Anonymous]Here are just a few examples of news stories about people who had ticket orders cancelled, some at the last minute. These all involved the purchase of Taylor Swift tickets. The first one is a local family.

[url]https://wtop.com/montgomery-county/2023/05/rockville-mother-and-daughter-say-stubhub-is-the-anti-hero-after-taylor-swift-ticket-snub/[/url]

[url]https://nypost.com/2023/05/21/massachusetts-dad-pays-21000-for-last-minute-taylor-swift-tickets/[/url]

[url]https://abc7news.com/taylor-swift-tickets-stubhub-ticket-scalping-resale/13320765/[/url]

[url]https://wreg.com/news/local/teen-misses-taylor-swift-concert-after-stubhub-seller-resells-tickets/[/url]

[url]https://fox4kc.com/news/problem-solvers/lees-summit-dad-daughter-get-floor-seats-to-taylor-swift-after-stubhub-incident/[/url]

[url]https://www.fox29.com/news/delaware-county-family-flabbergasted-after-buying-taylor-swift-tickets-but-still-not-going-to-the-show[/url]

This last article is interesting.

[url]https://fox59.com/news/national-world/illinois-familys-taylor-swift-stubhub-ticket-trouble-finally-resolved/[/url]

[quote]When the electronic tickets didn’t arrive, Finnegan embarked on a six-month ordeal that included dozens of phone calls, emails, and messages to StubHub customer service.

“We’re here to make sure you get your tickets in time for the event,” StubHub reps wrote in multiple emails. “We will provide you all the help that you need to receive the tickets for the event.”

However, the fine print of StubHub’s “Fan Protect Guarantee” says the company promises to get buyers the tickets they ordered, comparable or better tickets, or a refund.

[b]Finnegan said in early May, a customer service rep revealed StubHub typically only offers comparable tickets if they can be secured for up to 150% of the customer’s purchase price.[/b]

The sky-high prices of Swift tickets quickly ruled out that option but Finnegan said StubHub never told her. “There was no chance at any time throughout this entire process since November was I ever going to get comparable tickets.”

WGN contacted StubHub to ask why this family was strung along for so long. Shortly after, StubHub sent the Finnegan family tickets to Friday’s concert at Soldier Field.

“[b]StubHub’s FanProtect Guarantee ensures that a ticket buyer will get in the door, and if any issue occurs, we’ll find an equivalent or better ticket, or provide a full refund, but our priority is always to get our customers in the door,” a StubHub spokesperson wrote in an email to WGN Investigates.
[/b]
“In Ms. Finnegan’s case, we have provided upgraded replacement tickets, per our policy and hope she’ll enjoy the show.”[/quote]

At every turn, StubHub offers misleading, if not outright false assurance that customers who purchased tickets will be able to attend the event even if the original seller doesn't come through. In several of the cases above, the purchaser only got replacement tickets because the media intervened. Most people wind up either not seeing the event or spending significantly more for tickets on their own, or sitting in obstructed view seats that are worse that what they purchased.What is worse is that they hold buyers hostage, stringing them along to believe that they might be able to get new tickets without disclosing their terms for replacment offers.

As others noted, SubHub is a third-party marketplace, but they do charge substantial fees to both buyers and sellers for providing the service, which means they bear some responsiblity for making these transactions run smoothly and honestly stating what their "100% guarantee" actually means. At the end of the day, they do guarantee that you will get a refund, but even that depends on complying with their terms.

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