I read Gregg’s reply here on MeasuredUp and would like your assistance with a problem of my own. I emailed you directly, but hope you will see/reply to this forum.
I’ve been a customer/buyer/seller on Stubhub for years, usually purchasing or reselling only a few tickets per year.
In February I resold (and shipped) two tickets thru Stubhub for Jimmy Buffett's (order 31105837) concert.
In May, I advertently gave the wrong tickets to my son for this show — and he presented them for entry.
Personnel at the gate indicated that the tickets had already been scanned (“Did you come in earlier? ”) but allowed him inside the gate anyway.
The original purchasers were in their seats (at 6:21PM) and my son then asked event staff for assistance to resolve the confusion (at 8:15PM) since he had tickets as well and was unaware of the error.
PizzaHut Park customer service (Janet OPella) verified his identity and then checked/verified everyone’s tickets (all 4) and informed them that it was "first come, first served" since the tickets were valid & no way to choose who made a mistake – never asking the buyers to move or causing them come with her.
I stress this point – the Stubhub buyers were NOT asked to move, leave, or inconvenienced... Their tickets were verified only once. (Strangely, nothing was said about same surname being on the tickets and my son's ID.)
After going back to the PHP Customer Service office, taking down my son’s statement and getting his contact information, Ms OPella informed him that she would make a complaint to Ticketmaster on his behalf and that some refund should result because there were no replacement tickets available. My son & his date were allowed to stay in the venue as the box office was already closed. My son also checked once more to see that the people were in the seats.
I received the emails from Stubhub on Monday informing me that they were refunding the ticket price for a fraudulent ticket sale - but without any contact with me.
This is incorrect and completely bogus — and I asked several times via email that Stubhub investigate further. But obviously no one did. I have obtained statements from my son, his girlfriend, and the management at PHP — ALL show that the Stubhub purchasers were not removed or inconvenienced in any way. I also went back to PHP Event Manager and got documentation at Stubhub's request showing that the tickets were valid and were used for seating - the seating report shows the seats were occupied during the event.
Refunding the full ticket price is definitely unwarranted and I have disputed it with your Customer Service and my credit card.
The purchasers attended the concert as intended and the tickets I supplied were valid. Refunding their purchase price over this dispute only cheats me of $312 and allows their fraud to go unrecognized.
I think everyone at the event and Stubhub is trying to do the right thing….. But Stubhub is taking the wrong action. If simple ticket verification (by event staff) is justification for a complete refund, I will keep that in mind next time I purchase tickets.
I have asked for someone who I can discuss this matter with, but as yet have not received a reply from Tyler, Byran, or anyone else in Stubhub Customer Service. The only action has been to deactivate my account.
Per Stubhubs request, I have furnished documents to verify the tickets I supplied were valid, and that those tickets were used as intended. I have statements from the event manager as well as my son and his date confirming the sequence of events. I will gladly provide Stubhub with affadavits if needed, but would expect a like form of proof as to Stubhub's claim and for attempting to charge me a second time without recourse. Simply saying "we have to go with our Fan Protect Guarantee" is not sufficient proof in this matter.
I dispute this refund and absolutely deny that the tickets were fraudulent. I have also denied the chargeback with my credit card issuer.
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