Report: #1045992

Complaint Review: StubHub

  • Submitted: Wed, April 24, 2013
  • Updated: Thu, April 25, 2013
  • Reported By: Shereen — Piscataway New Jersey
  • StubHub

    United States of America

StubHub Closed account & Denied access to tickets during Hurricane Sandy Interne

*Consumer Comment: Sorry...

Show customers why they should trust your business over your competitors...

I had bought 2 tickets on StubHub (over $200) for a concert in October 2012.  I live in NJ and the concert was in NYC.  The concert was cancelled due to hurricane Sandy.  It was rescheduled again, but before it was rescheduled, I filed a dispute with my credit card company, hoping to get a refund due to the extraordinary circumstances around the hurricane.  

On the day of the concert, I hadn't heard back from my credit card company, so I intended on using the tickets.  I tried to logon to my StubHub account to download the tickets, but my account could not be found.  When I called StubHub customer support, they told me that it is their policy to close any accounts in which there is a dispute.  I explained that I did not have the tickets, therefore I could not use them, and that the concert was that night.  The customer service representative told me: "If you cc us on an email to your credit card company saying you drop the dispute, then we MAY be able to activate your account today."  I was told that "there was no guarantee" that I would have access to the tickets that day.  All of this even after I explained the circumstances surrounding the hurricane, cancellation, & rescheduling.

I was not able to access the tickets and couldn't go to the concert.  $200 tickets wasted because of horrible customer service and unethical policies.  I have attempted to dispute the charge based on the fact that they revoked my access to tickets I bought, but StubHub has been terrible in terms of trying to resolve this.  They have lied and said I had the tickets.
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#1 Consumer Comment


AUTHOR: Robert - ()

Yes Sandy would be extraordinary circumstances.  But you basically caused your own problems, they didn't rip you off.

When the concert was cancelled you went directly to filing a dispute instead of contacting StubHub. 

Directly from their site...
If the event is cancelled or postponed:

If an event is cancelled and will not occur at a later date, we will provide you with a refund for the cost of the tickets, including service fees and shipping and handling charges. We will notify you that the event was cancelled by sending you an email which will provide instructions on how to obtain the refund.

If an event is postponed or rescheduled, you may use the tickets on the rescheduled date or, time permitting, list them for sale on StubHub.

If an event is postponed but replacement tickets are required for entry to the event on the rescheduled date, StubHub will work to obtain replacement tickets for you. If we cannot obtain replacement tickets for you, StubHub will provide you a refund for the cost of the tickets, including service fees and shipping and handling charges.

If you cannot attend the event on the rescheduled date and you are unable or unwilling to relist them for sale on StubHub, call us immediately at 1.866.STUBHUB (1.866.788.2482) and we will inform you of what you need to do to obtain a full or partial credit (the amount of the credit is within StubHub's sole discretion) toward a future purchase; this may require that you return the tickets. If you are required to return the tickets, StubHub will provide you instructions.


What you in effect were doing was filing a dispute with your CC company without trying to deal with the merchant first.  But then decided to go ahead and try to use the don't get to have it both ways.  So what would have happened if by chance the CC company refunded your money after you used the tickets?  Would you have given the money back?

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