Complaint Review: StubHub -

I was supposed to receive mobile transfer tickets but received PDF tickets instead, I purchased 2 tickets and received 10 (the 8 additional tickets were somewhat marked through). This concerned me. I called customer service (I spoke with rep Eanna E. the entire 2 hours I was on the phone) and they had me send the PDF of the tickets I received. She said she could not believe someone would send this and she has never seen this before and she was trying to call the seller but they did not answer. She said she was going to reach out to try to get me replacement tickets or a refund.

After a long wait she had me check my email and she had sent me what they called “fixed tickets” which was 2 PDF files, each containing one of my tickets from the PDF file I sent them. Customer service had been very polite up to this point, but that changed. When custom service sent me the PDF tickets the first question I asked was do the tickets need to be printed and I was advised yes they do need to be printed. I told them I don’t have access to a printer and purposely ordered mobile transfer tickets for that reason. I had already read in several places on the StubHub website that PDF tickets should be printed because all venues will not accept a PDF ticket from your phone.

I asked if there was anyway they could provide me with any type of mobile transfer tickets because that is what I ordered and I just wanted what I ordered. I was told no they could not do that. I asked if they could provide a refund so I could go back and order tickets that were mobile transfer and they said no. I was upset because I did not receive what I ordered and they told me it didn’t matter because they were charging the seller and that I had tickets to get in so there was nothing they will do to help me. I reiterated that I had no access to a printer and did not feel secure with the tickets because I also had access to the additional 8 tickets that were sent with my tickets (which means anyone else who bought tickets from this seller has access to my tickets as well).

Customer service then said that their sources are saying I can use the PDF tickets on my phone and they don’t have to be printed, I told them about seeing on the StubHub site about PDF tickets should be printed and they said they don’t know what else to tell me and there is nothing they will do, the tickets will work and the only options I have is to either go or sell the tickets. I told them the tickets were for my daughters 14th birthday and I was going to have to drive about 2.5 hours to get to the concert and I’ve very concerned that we will not be able to get in and just wanted secure tickets but they said the tickets will work and I can either go or sell them. I ended up selling the tickets as PDF and uploaded the “fixed tickets” sent to me by StubHub customer service and I ended up taking almost a $50 loss.

Also since I won’t receive payment from the tickets until 5-8 days after the concert I can’t afford to purchase new tickets to take my daughter to the event. I can’t believe something so simple turned out so horribly.  Just being curious I looked and was able to very easily remove the black markings for the other 8 tickets so anyone who received that file had all 10 tickets that could be printed and used, including my 2 tickets!