I purchased 2 tickets for the Vancouver Canucks vs. Edmonton Oilers game last night a couple of days ago on stubhub.com. The tickets were 200 bucks each club 107 row 15. They were supposed to be good seats and being an Oilers fan visiting Vancouver, I was happy to pay the money to see my favorite team in action. They were electronic tickets so I printed them off my computer and then headed off to the rink... The usher at the gate scanned my two tickets and they both showed that they had already been used by someone else, no entry for me!!! He told me to go speak with customer service, they should be able to help me. I was feeling pretty foolish as the customer service agent explained to me that there was nothing that she could do. I was not going into the game and I should phone stubhub. On the phone with stubhub I am immediately connected with a very friendly customer service agent, she is very apologetic and keeps telling me they will fix the problem because they guarantee their tickets 100%. After being on hold for about 20 minutes I am transferred to the resolution center where another lady quickly tells me that i will receive a 100% refund and they are working on finding me some COMPLIMENTARY tickets. WOW!!! This is great news! She takes my phone number, while continuing to apologize, and tells me that another agent will be calling me back in less than 5 minutes. Two minutes later a phone call comes in from a local number with another lady on the line who tells me that she has found two tickets (club 105, row 13) and was wondering if they would be ok replacements. Absolutely they sound great I tell her, so she asks me where I am and what I am wearing. I give her a brief description and she tells me to wait right there. Not more than 45 seconds later a guy comes pushing through a crowd of people and asks me if I am looking for replacement tickets. He hands me the tickets tells me that stubhub apologizes for my inconvenience and to enjoy the game. The complimentary tickets have a face value on them of $298 each and we get in the door with 25 mins to spare until puck drop.
This is the first time in my life that I have written an online review but i figured since I had such a great story that I better share it. The whole process of replacing my tickets took less than a half hour and I got to see my favourite team play for free in the best seats that I have ever sat in.
Thanks a lot Stubhub!!! Keep up the great work!!!
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