For third party ticket resellers, it gets even more complicated. Im not proud of having to do it, but in order for us to be there for our customers post-recovery, we have to make these tough decisions now, Cassidy told Axios.com. In part, thats why theres all the angst. It also covers you if an event is cancelled, or rescheduled and requires new tickets to be purchased. Got our money back last week. StubHub is based in San Francisco. Call 1-800-GAMBLER. His attorneys did not immediately return emails. Just remember you may not be given a new ticket or wristband for certain events if the ticket does not scan. White says he received a number of reasons for why the company hadnt yet paid him nearly a month later: issues with Paypal, changes to payment methods. Tap Tickets in the navigation bar at the bottom. As for Farley, he said he can't wait for his hockey team to one day soon score the hat trick by beating three Tri-State Area teams in a row. Woody heard from StubHub twice after spending $1,748.70 to purchase eight tickets to the event: Once, on March 7, to preemptively explain that if an event were to be canceled, he would have the option to receive a refund or a coupon, and again on March 14, to say the concert was canceled, and once again he had the option for a refund or a coupon. You can also follow WPXI on Facebook and Twitter. Take a look at what they promised those valued customers (emphasis is theirs): If you bought tickets on StubHub and your event is still happening, you are good to go! He also eventually received his payment on the night of April 3. It turns out, according to BankRate, more than half of people who laid out cash for events since the pandemic shut everything down didn't get it returned, and 60% have given up trying. We will process the refund to your original payment method within 5 days. |, How to Get a Refund from StubHub Because Getting a Future Credit for an Event That May Never Happen Just Sounds Sketchy. . Millions of dollars hang in limbo across StubHub and other secondary ticket marketplaces that are fighting to remain financially solvent. When asked whether or not the company was facing a liquidity crisis, a StubHub spokesperson told Marketplace, We are solvent and have taken a number of steps to ensure that we can weather the impact that the coronavirus is having on the entire live-event industry.. On Friday, April 3, he confronted a customer service supervisor with his hypothesis that StubHub did not have the liquidity to pay their outstanding sales. Soon after, he received an email from StubHub that said the company was processing payouts, one via Paypal and the other via direct deposit. Thats when Woody, Moyles, Kreifels and many others learned that the refunds werent coming. Prefer a cash refund instead? Emily Kreifels of New Jersey, who spent $145 for three tickets to Disney on Ice scheduled for March 29, went through the same back-and-forth. Before, if an event were canceled before it happened, StubHub would then go back and essentially reverse the transaction, charging the seller for a refund, as its doing now in many cases. All Rights Reserved. Yes, the coronavirus is causing issues with everything ranging from everyday life to professional sporting events and everything in between, but StubHub wanted to assure everyone they would be taken care of. This image from. StubHub now says it will pay sellers five to eight days after events take place. Theyre not offering one and I cant make the new date. 505 North 20th Street It was no problem canceling New York City hotels. McMillan says StubHub denied him a refund, saying the March 20 game was only postponed, not canceled. "When all these events got canceled at the same time and the buyers wanted their money back, StubHub didn't have it. No. The agent will be able to grant you a refund if your scheduled event has been canceled. "The return of live events, the input of customers, partners, and regulators, and the opportunity to finally consult with our new parent company, viagogo, all contributed to StubHub's decision to make this move now," the company said in a statement. Read more about event statuses. At regular volume, we can afford to take that risk. | NY Call 1-(888)-364-3065 |NYC Health Dept. One has to wonder how reassuring emails to those employees were in the weeks leading up to their furlough. That means all of those remaining or yet-to-be-played games hang in limbo. In addition to the Demand for Arbitration, Consumer Arbitration Rules form itself, youll also want to include the following: These documents may be submitted to the AAA via its website (www.adr.org) or by mail. In an interview, StubHub customer experience vice president Daron Fowlks declined to comment on litigation but said that customers who bought tickets to events in the U.S. or Canada on or before March 25, 2020, and were issued credits for cancellations, will now get refunds. StubHub will offer refunds for canceled events but not postponed events. In these cases, theres nothing people can do but wait, until things get back to normal and events resume. "In addition to our buyers, we also have a million sellers on our platform, all of whom are trying to figure out how theyre going to get recouped from the original seller the venue, the team, the artist and the timing delays are going to be significant. Tel: 251.432.1600 You can apply this coupon toward multiple StubHub events in the same currency. "You give the guy a free piece of cheesecake, do you want them to come back and eat 500 more down the road? If you want to receive local news alerts, please download our WPXI News App. If any of these unfortunate scenarios happens, to get a refund: Contact StubHub customer service as soon as possible by phone at 1-866-STUBHUB (1-866-788-2482), or by email at [emailprotected]. Consumers shouldnt have to underwrite the business problems of this company that can no longer honor the agreement they made, he said. Amid the coronavirus pandemic, StubHub changed its refund policy. If they cant produce to you what you paid for in and around the same time you bought it to occur, then, youre entitled to your money back. If an event is cancelled and will not occur at a later date, StubHub will send the Buyer an email offering the Buyer the opportunity to return their tickets within 2 weeks in order to receive. If you don't, we may cancel orders and charge you as provided in our User Agreement. Get browser notifications for breaking news, live events, and exclusive reporting. StubHub, as the middleman between buyers and sellers of secondhand tickets, says that handling refunds for the huge number of canceled concerts is simply not manageable. You might noticed something is missing. Customers complained to the press and filed lawsuits. By using this website, you accept the terms of our Visitor Agreement and Privacy Policy, and understand your options regarding Ad Choices. . They were really good. The company enables fans to buy and sell tickets to virtually any event, from sports games and concerts to theater productions and festivals. By matching highly experienced lawyers with specific client needs, Christian & Small develops innovative, effective, and efficient solutions for clients. Terms & Conditions. Read more about our event cancelation policy. Those will be paid out by the end of May. February 16, 2021 March 13, 2020 by Brett Goldberg. If you bought tickets on StubHub to an event that is cancelled, you have two options: 1. Suite 101 This article is not here to tell you about how, in response to the COVID-19 virus outbreak, StubHub initially sent out a reassuring email to its customers that it would refund their ticket purchases for canceled events only to then update its policies a short time later to remove that very option. For a buyers and sellers, theres the waiting game on whether an event is canceled or just postponed. StubHub said theyd refund canceled tickets, but now theyre taking that back, The Clippers Russell Westbrook experiment is off to a terrible start. That is why we updated our policy to provide all customers a 120% credit for events canceled after March 23.. StubHub and several more of these. Thats simple contract law, he explained. We rely on your financial support to keep making that possible. StubHub FanProtect Guarantee: Trusted by people worldwide, we back every order so you can buy and sell tickets with 100% confidence. The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Advance Local. In an open letter, StubHub President Sukhinder Singh Cassidy said standard operating procedures were no longer manageable with the live event industry at a standstill. / CBS New York. [3], What you may not know, however, is that StubHubs user agreement[4] contains a provision that lets you file a refund arbitration claim against StubHub and requires StubHub to pay all of your (and their) arbitration costs. Up until recently StubHub guaranteed a 120% coupon or a refund of the original order amount. Birmingham, Alabama 35203 The cost of loneliness: Social isolation holds back workers and costs employers billions, Businesses and consumers are borrowing more, despite rising interest rates, Why a Guarneri violin is expected to fetch $10 million at auction. It seeks class-action status and various damages, and an order that StubHub return to a policy of full refunds instead of coupons for 120% of the refund amount. Customerscomplained to the press andfiled lawsuits. However, their respective terms of service seem to leave the door open for shutting down refunds if need be as things progress. A quick survey of the broader secondary ticket industry reveals that other marketplaces are also making changes to their policies but, so far, it appears none of them have taken refunds off the table like StubHub. Tel: 601.427.4050 Michigans State Emergency Operations Center is coordinating state-government resources and the response to the coronavirus spread. If you paid for something thats not being provided and material terms of that contract have not been met by the provider, youre entitled to your money back. "When an event is canceled, you will receive a @StubHub coupon worth 120% of your original order. [9] But go ahead and set this down for review on your calendar because in this authors experience, StubHub may not respond. As pointed out by @don_shano, this is not only absurd (fans deserve their $ back), its unethical and likely illegal. EIN: 41-0953924. Open the SeatGeek app. (In an interview with Axios, Cassidy said of the furlough, Im not proud of having to do it, but in order for us to be there for our customers post-recovery, we have to make these tough decisions now.). Eli Lilly announced a cap on insulin costs. Buyers of NFL tickets agree to the NFLs supplemental health and safety terms and all team-specific terms available therein. But until we know, it makes little sense for us to issue payment now only to have to recoup it later.. McMillan has had a StubHub account since 2017. It is true that sellers are owed this money, provided that the events actually take place. One broker in Los Angeles who requested anonymity for fear of retaliation from the company said Stubhub owed him more than $40,000. That includes includes California, Connecticut, Florida, Hawaii, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Rhode Island, Utah, and Virginia. In a statement to the site, StubHub indicated it made the difficult but responsible decision to furlough a portion of our employee base. The site reports the number of employees to be 67 percent of the companys workforce, leaving approximately 150 workers out of about 450 to handle operations until at least June.. Your donation today powers the independent journalism that you rely on. Each cancelled show was a loss to StubHub of their fees which now represented as much as 45% of the total sale. Stated performance for THIS DATE, THIS EVENT, is canceled. Unfortunately, as our complaint alleges, StubHub is breaching its . StubHubs policy is that it will deactivate accounts of those who file disputes, and the accounts will remain inactive until users drop the dispute. We'll email you when an event is canceled. The settlement will also end a multi-state investigation into StubHub's alleged refusal to provide customers with refunds for cancelled events, reports Law360. FORTUNE may receive compensation for some links to products and services on this website. Ticket sales volume had crashed at the same time as they'd been receiving chargebacks from customers and requests for refunds on cancelled shows. But not all companies are offering refunds. [1]You already know that. Not able to attend or sell tickets for performance on THIS DATE, THIS EVENT. The reason I bought tickets on StubHub was the guarantee. StubHub is offering some customers cash refunds for tickets to events that were canceled during the pandemic, creating an exception to a no-refunds policy it adopted in March 2020 to the. Just three weeks later, the company issued an update on their coronavirus policy. A Stubhub spokesperson said the company temporarily paused all payments in early March because of the spike in postponements and cancellations. If they are successful, the defendant pays the legal fees. If you've purchased tickets, you'll . 199 Fremont Street, 4th Floor To learn more or opt-out, read our Cookie Policy. StubHub is offering some customers cash refunds for tickets to events that were canceled during the pandemic, creating an exception to a no-refunds policy it adopted in March 2020 to the dismay of . Consumer lawyer Craig Kimmel says in most cases, its better to get a refund now. Use of and/or registration on any portion of this site constitutes acceptance of our User Agreement, Privacy Policy and Cookie Statement, and Your Privacy Choices and Rights (each updated 1/26/2023). Payouts delayed for events before COVID-19 shutdowns. If your event is canceled and not rescheduled, you'll receive 120% credit or provide the option of a full refund. At the same time, consumers who had purchased approximately $5 billion annually from StubHub clamored for refunds of the tickets they had bought for shows which were postponed or cancelled as. May 3, 2021, 9:57 AM PDT StubHub is offering some customers cash refunds for tickets to events that were canceled during the pandemic, creating an exception to a no-refunds policy it. In 14 states including California, Florida, New Jersey and New York, local laws already allowed customers to get cash refunds if they contacted customer service. The company is a registered Since its inception in 2000, StubHub has grown to become the world's largest ticket resale marketplace. Request to speak to a Vivid Seats agent. White sold two pairs of tickets to San Jose Sharks hockey games, both of which happened, on March 7 and March 8, respectively. Events that were postponed or rescheduled wont be refunded, Fowlks said. March 28, 2020 (https://www.sbnation.com/2020/3/28/21198101/stubhub-refunds-canceled-event-ticket-nhl-nba-concerts). 2875 Michelle Dr., Ste. For big sporting events, when is a sellout a sellout? When an event is canceled, you will receive a StubHub coupon worth 120 percent of your original order. What is your rescheduled or postponed event policy? Powered and implemented by FactSet. pic.twitter.com/onFRrGVh6S. In the past, cancellation prompted a full refund from the online ticket broker. [4] The formal name of the user agreement is StubHub Marketplace Global User Agreement, and you can find a copy of it here: https://www.stubhub.com/legal/?section=ua. StubHub, for example, typically provides a credit of 120% of the total amount paid for tickets when an event is canceled (though the company recently . We have a situation right now where we had over 20,000 events canceled, basically at the same time," StubHub president Sukhinder Singh Cassidy told Axios.com. But on March 25, StubHub changed the terms of its guarantee, giving it the discretion to make a full refund or issue the 120% coupon, according to the suit. There's class action suits, that they violated their fan protect guarantee," Rossman said. NO MORE REFUNDS. If you purchase a product or register for an account through one of the links on our site, we may receive compensation. If you have purchased tickets to an event that has been canceled by the event organizer you will automatically receive a Rewards Cash loyalty credit for 110% of the full value of your order total, inclusive of base price, fees, delivery charges, less any sums already refunded. But is StubHub legal? The ticket service changed its refunds policy just as the COVID-19 pandemic was picking up steam in the U.S., announcing that it would only give customers credit rather than cash when concerts, sports games and other events were canceled. These policies are subject to change, so please refer to the venue, team, or performer website for the latest requirements prior to your event. StubHub will require you to send in the incorrect tickets and it will be at their discretion whether they issue you a full refund or offer you StubHub credit for future events. Just a heads-up that some of the services were reviewing here have affiliate partnerships with us, so we may earn a commission if you visit one of them and buy something. You can call the customer support line between 8 a.m. and 8 p.m. any day of the week. The Wisconsin Department of Agriculture, Trade and Consumer Protection and Wisconsin Department of Justice announced a settlement reached with StubHub, Inc. regarding the company's refusal to pay refunds to Wisconsin consumers for events that were canceled as a result of the COVID-19 pandemic.
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