Shoddy treatment of customer/victim of stolen tickets speaks volumes about Stub Hub's company values
Written: Dec 31 '07 (Updated Dec 31 '07)
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Stub Hub "fan protect guarantee" neither protects fan nor guarantees anything other than a hassle --
On 12/21 I purchased online 4 tickets to 1/2/08 Wizards/Pistons game as Xmas gift to son, daughter-in-law & her parents, who are visiting from Poland. FedX tracking showed that tickets would be delivered to son's DC address on 12/24. I called my son the night b/4 to make sure he'd be at home to take delivery at his apartment. Building is secured by outside door w/ intercom that rings to son's telephone. FedX tracking that am showed that package was on truck. When intercom was not activated by afternoon, son checked tracking again & saw notation that "delivery" occurred at 12:22p. No tickets located either at apartment door or outside secure door.
Son called FedX immediately and was told that driver would be contacted as driver was "still on route." Son also called StubHub who confirmed w/FedX that son made claim & was awaiting FedX's call back. FedX never called.
My conversations w/Stub Hub reps on the 24th, 25th & 26th were not productive. They ranged from "Wait to hear back from FedX" to "Did [my son] look under the mat"? (There is no mat.) On the 26th, Luanne at customer service was especially disinterested in finding out what happened to the tickets. Her offer to have reprinted tickets sent out made no sense as tickets are stolen to be re-sold. This means that my son & in-laws would have to go to the game 2 hours early just to claim their seats, only to be confronted later by the witting or unwitting holders of the stolen tickets to the same seats. Some Xmas gift!
When I asked Luanne for Stub Hub to honor its fan protect guarantee of "comparable tickets", our conversation morphed into the Twilight Zone. Initially she refused saying "Reprints are part of the fan protect guarantee." I replied that I wanted to speak to a supervisor. She resisted saying that her supervisor "would tell me the same thing."... "All the same (I replied) I'd still like to hear this from someone in authority." She "went looking" for her supervisor & returned to the phone 5-10 minutes later saying that her supervisor said that I should get comparable tickets. Luanne said that "research" would call me back. I asked her why she couldn't just put me through directly to "research" (as my online screen showed 4 tickets available in the same section in the row directly behind the row originally ticketed). She replied "No. They will have to call you." I asked her when "research" would call as the game was just 7 days away. She said they "should" call within 24 hours. I immediately emailed our agreement for comparable tickets to both customer service on Stub Hub's link & a second email to John Whelan, VP of Customer Care.
You guessed it. I have yet to hear back from "research" and neither email evoked a response... and the game is just 2 days away. To add insult to injury I just found that Stub Hub added a $1.00 charge to my Visa bill on the 28th, a surcharge I assume, for not being compliant w/Luanne and asking too many questions.
The good news is that I discovered Coast to Coast, whose very pleasant rep said they "always require a signature" on delivered tickets. Sure enough, the signature requirement was right there in writing under its shipping policy.
In summary, my son & I did EVERYTHING recommended by Stub Hub (in its fan protect guarantee explanation) to secure successful delivery, while Stub Hub failed to honor its obligations in EVERY respect. First, we made sure that someone would be at home to take delivery, second, my son checked FedX's tracking periodically on delivery day, and third, my son notified FedX & Stub Hub not just soon after, but immediately upon, learning of the problem (in fact while the driver was still out on his/her route). On the other hand, Stub Hub, one, failed to follow through on deal to send original & then comparable tickets, and two, has yet to reply to our phone calls and emails. All contacts since the 24th have been initiated by my son or me. Some guarantee!
Visa is disputing these credit charges on our behalf. I will keep you posted. --Ronald M. Wielkopolski, Anchorage, AK
Recommended:
No
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