@TeamStubHub @TeamStubHub1 StubHub is absolutely terrible. Their “FanProtect” guarantee means nothing. I’ve been trying to get a refund after getting ripped off for 1.5 months now. I’ve reported the issue multiple times to their CS team, manager Kevin, and agent Christina… they’ve done nothing. Christina even told me that a refund was in process, which was a complete lie.
Here is the story.
In May 2024, I bought tickets to the two Metallica concerts in Mexico City, on September 20th and 22nd, 2024. I live in Toronto, Canada, and was planning on flying to MEX just for the concerts with some friends
After much debate and discussion, the seller I purchased the tickets from eventually FedEx'd me hard copies of tickets to my home in Toronto, Canada, literally a week before I left for MEX. Great. At least I had the hard-copy tickets in hand.
I got to Mexico City, and literally ONE HOUR before the concert (I was in an Uber on the way to the stadium), I got a phone call from a Mexico City phone number. The woman on the other end of the line tells me that the tickets I bought 6 months earlier (again hard copies that I have in my hand) were no longer valid and that she was going to send me brand new tickets (four of them, a pair for each show) right away, instead, via messenger.
30 minutes later while literally standing at the gates to enter the stadium, the seller finally sends me my "new" tickets. I am shaking I'm so upset, who knows if I will even get in, I've traveled all the way from Toronto to Mexico City JUST for the concert.
Fortunately, the tickets work, and the bar code scans, BUT, I am in a completely different section of the stadium, and these "new" tickets are CHEAPER by $233.98 CDN than what I paid originally.
Total BAIT and SWITCH.
Furious, I have been working for the past 1.5 months to get this resolved.
On October 19th, StubHub agent Cristina told me that she would issue a refund to me because the $233.98 CDN that they put on a credit for me wouldn't work (the code StubHub provided me via email doesn't work on their website when checking out). This refund would take 5-7 business days, she said, and again this was when I spoke to her on October 19th.
After calling back tonight (November 1st), since I still have not seen my refund, Manager Kevin tells me that StubHub actually cannot issue a refund (he also has no decision-making power to do anything helpful, completely useless), and that I am only entitled to a credit. I was on the phone with Kevin for TWO HOURS, debating this issue and my frustration. He and I even tried to use the coupon code that StubHub provided me, and yet again, there isn't even a place on the checkout page next to "credit/debit" in the shopping cart to input the coupon code for payment.
Screenshots have been provided to StubHub to prove what I see. We've tried multiple browsers. The app. Even an incognito browser. I have spent HOURS of my time debating this with StubHub on the phone. TERRIBLE. TERRIBLE service. And their fan service guarantee means jack s**t. CLEARLY I am not happy. I just want a refund for my tickets, for what I was ripped off. I would NEVER purchase tickets with StubHub ever again. Absolute dumpster fire.
