Valley man says StubHub gave worse seats after seller failed to fulfill order

A Valley man bought tickets to a Phoenix Suns sport on StubHub, solely to obtain an electronic mail the day of the sport telling him his seats had been modified — and never for the higher.

Ronnie stated he initially purchased tickets in Section 115, a decrease bowl space within the area. But hours earlier than tip-off, I obtained an sudden message from the platform.

“It says, Hey, congratulations, your seats have been upgraded. I’m like, upgraded? Okay, what does that mean? So, I go to click on the tickets, and unfortunately, they’re not upgraded,” Ronnie defined.

His new tickets have been in Section 225.

“I went from having really good lower bowl seats to not good seats,” Ronnie added.

StubHub’s “FanProtect Guarantee” states that when a seller fails to fulfill an order, patrons will obtain alternative tickets or a full refund. But Ronnie felt just like the alternative tickets ought to have been in the identical part because the seats he initially bought.

“It was like, ‘Well, we can either refund you your money or, you know, you could take these tickets.’ And it felt like I was in a bit of a no-win situation,” Ronnie stated.

That’s when Ronnie Let ABC15 Know. Our workforce emailed the corporate asking about what occurred with their tickets and a spokesperson despatched us the next assertion:

“We sincerely apologize to Ronnie for the frustration and confusion this situation caused. What happened here fell short of the experience we strive to deliver, and we acknowledge that our communication should have been clearer. We have since issued a full refund as a courtesy and apologized directly for the inconvenience… We take situations like this seriously and are committed to doing better.”

Ronnie stated he was glad to get his a refund, however the expertise undoubtedly modified how he plans to purchase tickets going ahead.

“I didn’t know that StubHub operated as a ticket exchange, primarily that they’re like a go-between, a broker, between sellers and buyers. As opposed to Ticketmaster, who may have the hard tickets already readily available.

So, moving forward, I would probably want to go to that route to ensure that I’m getting what I pay for,” Ronnie stated.

What to know earlier than utilizing a ticket trade platform

If you’re contemplating utilizing a ticket trade platform like StubHub, SeatGeek, Vivid Seats or Gametime, here’s what it’s best to take into account:

• Always affirm the platform affords a purchaser assure earlier than buying.
• StubHub’s “FanProtect Guarantee” states the corporate will discover “comparable or better tickets” or provide a refund if the seller doesn’t present the tickets you ordered.

However, StubHub’s coverage additionally states that what qualifies as “comparable tickets” is left to the corporate’s discretion.

Do you may have a shopper drawback? Let ABC15 Know! E-mail shopper@abc15.com

This story was reported on-air by a journalist and has been transformed to this platform with the help of AI. Our editorial workforce verifies all reporting on all platforms for equity and accuracy.