I was visiting Baltimore and wanted to take in an Orioles game. I was going to overnight on the 11th, and wanted to attend that night game. I went online, looked around for tickets and found some nice seats through Stubhub. I put in the order, pretty sure I'd selected the date and time I wanted. When the confirmation arrived it was for the wrong date.
I immediately called the company as the email says to check over your confirmation and call if there is a problem. I talked to a sales agent who told me to buy the tickets I wanted and then he'd connect me with customer service and they would take care of the other issue. So I took him at his word, bought the tickets, and was transferred to customer service, who would do nothing for me. I suggested that I was sure I put in the right date but that the tickets confirmed for the wrong date — and had I known there was no possibility for return, I would have made plans to attend the game the next day (it was an afternoon game and I didn't have to be where I was going (an hour drive) till the following evening. They told me they would put in a research request and get back to me — but in the mean time I could put the tickets up for sale (sounded to me like someone was looking for additional commission). I declined saying that I'd wait for the decision.
I called again a few days later, no decision had been made. The offer to relist the tickets was repeated. I assumed by that point that any listing of the tickets for sale was an admission of ownership — and as far as I was concerned the tickets were not mine. So again, I declined listing them.
No call came from customer service. The date passed and I went to the game I was supposed to go to. I put in a complaint with my credit-card company, and the request was denied because of stipulations for sale on the website. I called the bank and told them the purchase of the second set of tickets made under false pretense during a phone call where it was suggested by the agent that they would be able to return the other set of tickets. The bank said they needed more information. I called Stubhub to get more information.
I called and spoke to a supervisor. They could not tell me why the phone call was not returned. I asked if it was company policy not to return phone calls. They said that the number might have gotten lost. I asked when the determination was made that I was not getting a refund based on their research. I was told that the decision was made on the SAME DAY of the original call. I then asked why the representative I talked to a week or so later informed me that the decision had not yet been made about the order. He said they had no record of that call. I reminded him that he suggested they lost the phone number (which likely was not written on a piece of paper) and now claims that a whole phone call was missing from their records...
I think Stubhub can work very well if you call and place your order. I would never trust their website, or the agents you talk with on the phone. I think Ticketmaster is likely a smarter alternative in any case. I will never be purchasing from stubhub myself again, and recommend people go elsewhere.
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