When Covid-19 hit, Stubhub, the great ticket broker company, were fucked. All shows completely stopped and if they had refunded everybody they’d have gone into bankruptcy and even if they wanted to, how could they? They did what they had to, withheld payment but offered $1.20 for every dollar owed. Not bad. I waited, and ended up owed maybe 6K. Once the dust settled I bought tix for Gov Ball, Bad Bunny, Julien Baker, a coupla others.
Problems started with Julien Baker. The person I bought it from misspelled my name from what it should be iL, to what it shouldn’t be LL, but that’s an easy fix. so i tried the chat service on the website. It’s been disabled. I tried to email them, and as a valued customer I have direct email, they were all returned as “no reply” email. So I called the laughingly referred to Customer Service, with the legend “we’re here with you all the way to your seat.” Then the kicker: “We are experiencing wait times of over three hours…” It asks for your phone number and when you put in, it disconnects you.
So what should be a simple fix is impossible.
I got in touch with the Better Business Of New York, they advised me there has been 1800 complaints over three years and the company has an E Rating.
And they are still selling tickets.
I am dismayed by them, in years of doing business with Stubhub, both buying and selling tickets, their customer service has been immaculate. Big problems, in 2017 a huge problem where the two tickets I bought for Harry Potter in London didn’t appear, was fixed with ease. They kept in close contact with me and I ended up with a great upgrade. Certainly the problem appears to be magnified with the sale to their European rival, Viagogo, and then getting it in the ear from Covid. I sympathize to a degree but this is unacceptable.
While Stubhubs approval rating from consumers is abysmal, Ticketmaster is worse. But if you read further, Ticketmaster customers and complaining of being on hold 45 minutes not 210 minutes (long enough to watch Gone With The Wind while you wait), and also has many more users. The problem is that buying concert or sports tickets on the secondary market is a tricky business and you need absolute trust in your supplier, and Stubhub has decided that the best way to deal with it is by ignoring your patrons. If you live in New York City there is a bricks and mortar store at 1412 Broadway, New York, NY, though I am not certain if it remains open, if it is that might prove to be an answer in New York, but who knows? And it isn’t elsewhere.
They have arranged Stubhub so you can’t contact anybody anywhere, they have your money and your tickets and you have no recourse. They should be out of business. If you want to use a ticket broker in no circumstances use these guys.
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