Here is my experience. I am still waiting for a reply to two emails to customer service.
On Monday 9/16, I had an abysmal experience with Stub Hub. Firstly, you sent me tickets inferior to what I purchased and secondly, you provided unacceptable customer service. I am writing this letter to demand a full refund ($2,017.23) or you will lose a 17-year customer.
Background
On 9/15/24,I purchased tickets from Stub Hub for the 9/16/24 Falcons/Eagles game. The order number was 543859038 for Seats 4-6 in Row 6 of section C1. The seats I selected and purchased were in the front row of the section between the 40 and 50 yard line. I paid $2,017.23. This price included $529.65 in fees collected by Stub Hub.
On Monday afternoon, while we were driving into the Philadelphia area for the game, I received notification that my tickets were available. I accepted the tickets and shared them with my 2 friends. In the app, there was no indication that these seats were different then what I purchased.
About an hour later, as we were checking into a hotel adjacent to the stadium, I saw a separate email from Stub Hub saying my “original tickets were unavailable but we were able to find you upgraded tickets instead!” The new tickets were on order 543910889 for seats Seat 8-10 in Row 14 of Section 117. These seats were in the lower bowl at around the 10-15 yard line.
When I realized the switch I immediately called Stub Hub — a call that lasted 48 minutes — and received no satisfaction.
Half of my call with Stub Hub was me waiting while the agent researched the issue to determine that the venue exchanged my tickets with the other tickets that were deemed to be an upgrade.
The seats we received were not an upgrade from the seats we purchased.
No reasonable person believes the tickets we received were better than the ones I selected and purchased.
I Received none of the benefits you spout in your fan protect agreement.
This response was insulting, frustrating, and unacceptable.
I have used Stub Hub for 17 years. I will no longer use Stub Hub unless I receive a cash refund for every penny of my $2017.23.
SIncerely,
Peter Swanson
You are not going to get a refund so I guess you have become a former customer.
It is possible that lower level seats would be considered an upgrade from upper level seats, regardless of the upper level being first row or club. I agree that to me club seats are better but location wise lower level is usually considered to be an upgrade.
File a complaint with the Better Business Bureau.