Dealing with this now. Bought tickets for an event last night. Seller never released the tickets but nowhere on Stubhub’s site do they tell you how long sellers have to release them (sounds like from a call I had it’s 7 hours before the event) but was told I’d get an email from StubHub with the option to purchase more tickets for the same price or request a refund...in 3 hours, the day of the event. I was suspicious from the get go so I went ahead and was fortunate there were still tickets left to buy and I bought 2 more, of course for more money and StubHub said they have no way to offer me a discount or anything, I just needed to pay the higher price (for their seller not coming through). They never sent an email. The rep called me back to say they gave the sellers and extra hour to respond (meanwhile, this is after 3 pm, event is at 7). Surprise surprise no email still from them and it’s the next day, the event is over. My card was charged for the original purchase where I never received tickets. I’m now on hold going on over 60 minutes trying to get them to refund my money for tickets that were never released to me for an event that is over. The rep actually told me it was my responsibility to call them 1 hour before the event?!?!?! We were traveling/entering the event on the second set of tickets I purchased one hour before. How is it MY responsibility to do anything? I verbalized on the phone the day of the event that I purchased other tickets and will want a refund for these but I guess that didn’t count. Really truly terrible service placing responsibility on the buyer after taking my money for seller not coming through, not offering replacement tickets as promised or a refund and NO email as they told me I’d receive. The one rep yesterday was nice but their system and policies are truly baffling to me. I’d be very wary if your event is nearing and tickets haven’t been released. Thank goodness I didn’t trust their site saying they almost always transfer in time for your event. Truly a horrible customer service experience.
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