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Stubhub "FanProtect" Guarantee....what a load of BS!

266 124 September 30, 2017 at 11:47 AM in Review
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Last Edited by manku October 4, 2017 at 07:23 AM
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I'm a longtime very happy Stubhub user...both buying and selling, but after my experience this week, wanted to give everyone a heads up on their "Fanprotect" guarantee...which is no guarantee at all, but just a bunch of hot air.

I had found some Hamilton tickets (Los Angeles) for a very good price...bought them, got email confirmation and hold on my credit card. A few hours later the seller cancelled.

Spoke at length with a supervisor at Stubhub...their offer for my inconvenience was a refund, and a $100 voucher for future use, and he acted like he was doing me a huge favor. He also kept mentioning how they would be in contact with the seller and they would be penalized...I don't care about the seller - I just want my tickets!

I mentioned the "Fanprotect guarantee"...and, like many warranties/guarantees, this isn't worth the paper it's printed on.

In a nutshell, they will refund your money unless they can find similar seats at a similar price. They will NOT go out of pocket in the event you got a great deal or ticket prices climb between purchase date and event date.

So really, they are offering nothing. My credit card will protect me if I don't receive tickets or get fakes. If the seller cancels and the price I paid was "average", I could replace the seats myself. And if the market moves against me, then I am left empty handed.

Oh, and stubhub makes money in all three scenarios as they will penalize the seller 40% of listing or "replacement cost", whichever is greater.

Should the market change dramatically don't be surprised if your purchase is cancelled - this happened with Kobe Bryant's last game on stubhub (do a search). Clearly Stubhub did not institute any major changes despite the terrible publicity from that event. The weird thing is that, per Stubhub's seller policies, cancellation of sale makes the seller either pay a 40% penalty or "replacement cost"....I'm not sure why they just didn't make the seller pay...my only guess is that they were big sellers on stubhub, and I'm a mere minnow.

I've bought plenty of tickets for 70-90% less than face value...it's not my job to determine whether it's a mistake or not...that is why there is a guarantee.

But apparently the folks at Stubhub feel differently.

Buyer beware!

PS. One more thing...their guarantee mentions "comparable or better" tickets as a replacement option. However, Stubhub has a totally different definition of "comparable" than the rest of the world. This is it: ""Comparable or better" replacement tickets are determined by StubHub in its sole discretion based on cost, quality, availability and other factors.".

You and I think, same section (or close), same row (or close)...maybe of stage left vs stage right, but still same distance from stage. Stubhub defines it by availability and cost (not face value, but secondary market)...I don't think anyone I know would agree with their definition.

PPS. My Visa charge posted on September 30th (purchase date 9/29) as a hard charge, not hold. Still have not received the refund! Four days later!

PPPS. I call them about my lack of refund, and they say it must have been an oversight! While on phone I learn a couple things. Stubhub won't go more than 2x the cost of ticket to replace...agent told me to look on buyers terms, but it's not there...must be internal. Also, they said person wanted to list tickets at $1400 not $100, and stubhub wanted to be fair. Of course, Stubhub will get 5x the commission should they sell at that silly price, which is about double market. I asked what would happen if the buyer bought tickets that were priced too high...after all, agent was claiming that stubhub is about making both parties happy. They said they would help the buyer relist and waive selling fees.

Somehow it seems that Stubhub always wins!

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#2
nothing out of pocket and you gained a $100 credit and that's bad???
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#3
bro, you expect way too much.
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#4
Considering my replacement costs are dramatically higher than $100, yes.

And considering the time invested on the phone and placing the order, yes.

I buy tickets for an event to SEE the event, not to make a few dollars. I told my kids who were really excited...now they are disappointed.

And why do I want a voucher to spend on a website when my purchase can be reversed at any time?
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#5
[quote]
Quote from slaydemon
:
bro, you expect way too much.
My main reason for posting is to let people know that their guarantee isn't what it appears to be. It's written in such a convoluted way, with so many stipulations, that the entire policy is essentially meaningless.

So if you get to an event, the tickets are fake (or duplicates), you will get your money back, but may not get tickets to the show.

I think most people buy tickets to actually attend the event, and this guarantee is written in a way that makes it seem like you're guaranteed tickets in the event of seller cancellation or fraudulent tickets.

I'm just letting people know that is not the case.

PS. The weird thing is that the seller is on the hook for the price difference. I'm not really sure why they wouldn't enforce that rule...I know I was always aware of it when I sold on stubhub.
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#6
Quote from slaydemon
:
bro, you expect way too much.
Quote from Exastify
:
nothing out of pocket and you gained a $100 credit and that's bad???
this is just an FYI 2 people who use this service .

if it is beneficial 2 ur knowledge then keep it as such and if you have nothing 2 add then stfu . . .

REPPPED for knowledge gained . thank you OP !
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#7
We had Florida Georgia Line tickets tonight we bought for $432 for the pair from Stubhub early this week for tonights show. There has been a lot of publicity and the seller has refused to deliver the tickets. We had to rebuy the same section tickets, today, the day of the show, for
$796! We spoke to stubhub and they said all they can do is offer a refund for the tickets.
They wont reimburse us with a voucher for a future purchase, nothing. DONT EVER USE STUBHUB. Their word means nothing. The Fan Protect Guarantee protects nothing. VERY UPSET AND WILL NEVER BUY FROM STUBHUB AGAIN.
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#8
I once bought some phish tickets for new years @ MSG... epic show.

Got to the door to find out the ticket was already used... stubhub reimbursed me for the CASH i paid a scalper to get in with a credit... and refunded me; I've been a StubHhb fan... and PHISH fan ever since.
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