@Erin2 That's definitely something we never want to hear and we do take those situations very seriously. Whenever a ticket claim is brought to us we have a team that investigates the issue to see what happened and will make things right for the buyer. We do have all the details on the sellers in those situations and there are penalties for dropped sales or invalid tickets.
Hey there, Erin. Paul is out for the night so, I'd be happy to answer your question.
If you previously reported the issue, we open up a full investigation and ensure that these type of issues don't happen to you or any of our fans in the future. There is no action needed on your part as we take care of all of that on our end here.
I'm so sorry to hear about the experience and want to help as much as you can! I'll Private Message you so that I can get the account details and we will work on this together.
I hope it all worked out for you. I know that my experience was amazing customer service. We were going to a concert and when our tickets were scanned, they came back as already used...as you said. We were directed back to the ticket office. We bought really horrible tickets to get into the venue. However, I was able to make a call to StubHub and they took care of us....getting us wonderful tickets on the floor at no extra cost. Plus the customer service rep stayed on the phone with me until we were in our seats. Amazing. We were also able to get a refund from the venue. Thanks StubHub! Your 100% guarantee is so true.