I had tickets to a show at Madison Square Garden on 1/24/25. The tickets were purchased almost a year in advance. At 2:30pm the day of the show, which was at 8pm, I went to double check that my tickets were in my email. I didn't have the tickets. What I actually had was an email from Ticketmaster saying the tickets had been transferred to me, and I had to click on a link to receive my tickets. I clicked on the link and it was broken.
Thinking my issue could simply be resolved by StubHub resending the email, I gave them a call. Instead of reassurances or receiving my tickets, I was told that the issue was being escalated, and to wait for an email that would either have my tickets or a refund for my tickets. By 5pm, having not received an email, I called again. This time we were told the escalation department could not process our request because they needed proof I had purchased the tickets. I sent along proof and waited for an email. At 7pm we left for the show, having no idea if we would get in. I called again as we stood in line. This time, after several minutes with little progress, StubHub simply hung up on me.
We decided to proceed into Madison Square Garden and take it up with the box office. This took some time, but because there were still seats available for the show, and the box office could clearly see we had in fact purchased tickets, I was able to convince them to let us in. We were seated about 15 minutes after the show started, but we were seated, even though my tickets from StubHub had never been scanned. At 8:30pm I finally received the email from StubHub with a working link to receive our tickets.
I believe for all that hassle, and for missing part of my show, I deserve a partial refund. The show was only 2 hours, and since our tickets arrived 30 minutes late, after 25% of the show had passed, I believe a 25% refund in appropriate.
order #533122118
