Matt McMillan filed the lawsuitin federal court in Madison and seeks to have it declared a class action on behalf of the tens of thousands of StubHub customers no longer getting refunds to some 23,000 canceled games, concerts and other events. We'll email you when an event is canceled. For full information about the FanProtect Guarantee, and how it works for you as a ticket buyer, click here. Get browser notifications for breaking news, live events, and exclusive reporting. StubHub promised its customers a full cash refund for cancelled events with its FanProtect Guarantee. Kimmel says its not as hard as you might think. "When an event is canceled, you will receive a @StubHub coupon worth 120% of your original order. No. Canceled Event Info Mar 28 Tue 8:00pm Ibeyi Cat's Cradle - Carrboro, NC See Tickets Apr 15 Sat 8:00pm Los Temerarios Usa Tour Greensboro Coliseum Complex - Greensboro, NC See Tickets Apr 22 Sat 7:30pm North Carolina Theatre Presents The Color Purple Martin Marietta Center for the Performing Arts (fka Duke Energy) - Raleigh, NC See Tickets When the coronavirus crisis locked down the U.S. in late March 2020, though, StubHub changed its rules. Help us improve this article with your feedback. 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. Tom Wolf, VIDEO: Man dead after 3 people start shooting outside apartment in Allegheny County, DOWNLOAD the Channel 11 News app for breaking news alerts, Pittsburgh woman missing for more than 30 years found alive in Puerto Rico, Crafton man accused of sexually assaulting 11-year-old girl at playground, Target 11 Investigates: SWAT team truck damaged, This Sewickley home is for sale for almost $5M (photos), Family of local teacher left with brain injury from car crash searching for healthcare options. In May 2021 - as a result of the attorney generals' investigations - StubHub reversed its decision and notified its customers that if they purchased tickets prior to March 25, 2020 and their events were cancelled, they would receive a full refund unless they elected to retain their account credits. Those will be paid out by the end of May. It was no problem canceling New York City hotels. Are you willing to go through this process of a rescheduled event when you dont know what the future holds for you and how its going to be happening and what your seats are even going to be, because everythings changed; or do you want a refund, consumer lawyer Craig Kimmel said. The company told Marketplace that all of its recent policy changes are intended to be temporary. All Rights Reserved. If you bought tickets on StubHub to an event that is cancelled, you have two options: 1. In these cases, theres nothing people can do but wait, until things get back to normal and events resume. YouTubes privacy policy is available here and YouTubes terms of service is available here. Fax: 601.707.7913, 1 Timber Way 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. 1:00 StubHub offers some customers cash refunds for tickets to events canceled during the pandemic, creating an exception to a no-refunds policy it adopted in March 2020 to the dismay of. Tel: 251.432.1600 If you sell they will reduce or waive the sellers fee. StubHub updated their policy today. A quick search on Twitter yields dozens of accounts complaining that they have not received refunds for events that were canceled, or payouts for events that already happened. If an event is canceled, well give you a StubHub credit for 120% of the amount you paid. 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. Were committed to guiding you towards the resources you need to answer questions about your event. Learn more about disclosing health and safety requirements on your listing. 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. StubHub is supposed to respond to your Notice of Dispute form within 30 days after the date your form is sent (mailed) according to the user agreement. [5] If your refund demand is for more than $10,000 (which seems unlikely in most cases; if youre buying those kind of tickets, take me with you next time), you may be required to demonstrate that the costs of accessing arbitration will be prohibitive as compared to the costs of accessing a court for purposes of pursuing litigation on an individual basis. If you can do that, it will be up to the arbitrator to determine how much StubHub must pay for the arbitration costs. But in a March 30 email to its customers, cited in the suit, it said the crisis has delayed getting its money back from sellersat a time when buyers expect immediate refunds. What resale sites like StubHub are doing to the price of your ticket, How much a Super Bowl ticket will cost you and how its changed, Lets do the numbers: The money spent on the Rio Olympics. Daphne, AL 36527 At least 12 dead after winter storm slams South, Midwest, The Saturday Six: Dental device controversy, scientist's bug find and more, Indonesia fuel depot fire kills 18; more than a dozen missing, 3 children killed, 2 others wounded at Texas home, Man charged for alleged involvement in 2 transformer explosions, Nikki Haley slams potential GOP contenders, and Trump and George W. Bush, Duo of 81-year-old women plan to see the world in 80 days, Tom Sizemore, actor known for "Saving Private Ryan" and "Heat," dies at 61, Alex Murdaugh trial: What to know about the double murder case, Flu and COVID combo shots won't be ready this year, FDA official says, White House pushing Congress to pass funding to combat pandemic-related fraud, FBI chief says agency feels pandemic likely started with Chinese lab leak. Unfortunately, not all ticket sellers and venues are making it that easy. And new figures show more than half of ticket holders still haven't gotten their money back. If a team, venue, or event organizer invalidates a ticket to implement social distancing requirements, well treat the order as canceled. "You can apply this coupon to one or multiple StubHub orders in the. Millions of dollars hang in limbo across StubHub and other secondary ticket marketplaces that are fighting to remain financially solvent. Its not acceptable, he said, explaining what to write. This may include wearing a mask at all times, providing proof of your COVID-19 vaccination status, or submitting proof of a negative COVID-19 test within a certain window of time (e.g. 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. Create is a multi-purpose WordPress theme that gives you the power to create many different styles of websites. All rights reserved (About Us). Your donation today powers the independent journalism that you rely on. If a ticketholder can't attend, they can resell their tickets on StubHub with no selling fee. Seamlessly, a full refund will be reimbursed to your account. Jim White of Brisbane, California, a regular seller on StubHub, said he encountered issues receiving payment not for events that only sold before the COVID-19 disruption, but events that took place before it started. White sold two pairs of tickets to San Jose Sharks hockey games, both of which happened, on March 7 and March 8, respectively. Straight-up refunds for purchases from official outlets. Tel: 205.795.6588 2875 Michelle Dr., Ste. Ticketmasterand its owner,Live Nation, whose pandemic ticketing policies were also subject tocomplaints and lawsuits, offers refunds or credits if an event is canceled once it gets funds from the event organizer. Use of this site constitutes acceptance of our Terms of Use and Privacy Policy | CA Notice at Collection and Privacy Notice| Do Not Sell/Share My Personal Information| Ad Choices There's class action suits, that they violated their fan protect guarantee," Rossman said. Receive a coupon for 120 percent of your original purchase*. Eli Lilly announced a cap on insulin costs. "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. 2023 CBS Broadcasting Inc. All Rights Reserved. For the reasons described above, the likely result of these quick-fire response and payment requirements is that StubHub will agree to pay your refund claim on or around the due date. Now, the company is the subject of two class action lawsuits ICE Limitations. Set your price or use our recommended price and tap List tickets. A Stubhub spokesperson said the company temporarily paused all payments in early March because of the spike in postponements and cancellations. McMillan says StubHub denied him a refund, saying the March 20 game was only postponed, not canceled. Stay home if you are sick and advise others to do the same. Join us for a free, virtual event for International Women's Day on March 8! You might noticed something is missing. A StubHub official said Wednesday the company doesn't discuss active litigation. February 16, 2021 March 13, 2020 by Brett Goldberg. Viagogo refused to refund her . Suite 101 StubHub owed him $111.36. StubHub had drawn intense scrutiny and several lawsuits after an abrupt policy shift last spring, issuing only credits towards future ticket purchases on events that were cancelled due to the pandemic rather than cash refunds - with the exception of purchases made in states where law required cash refunds in such an event. In part, thats why theres all the angst. Kimmel says, legally, companies cant just change the rules due to COVID-19. [1]You already know that. This station is part of Cox Media Group Television. ", According to the suit, StubHub found itself in the current jam because it pays for tickets before events occur, "exposing themselves to the possibility that they would be left holding the bag (or have to ignore their own guarantee and cheat their customers) if an event was canceled and they could not promptly collect from sellers.". The policy stated that consumers would receive full refunds on ticket purchases, including fees, if events were canceled. StubHub is offering the retroactive refunds now because the live events industry is opening back up. Ja Morants allegations of aggression off the court, explained. * 21+ (19+ CA-ONT) (18+ NH/WY). However, their respective terms of service seem to leave the door open for shutting down refunds if need be as things progress. The credits are valid through the end of 2022. Attn: Litigation Department For most sold out events, Stubhub is a great and easy way to get tickets. Gambling problem? Thats everything that we can tell you about StubHubs returns and refunds policy! It had already been disbursed to the sellers. 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. Moyles had a similar experience: She requested a refund on March 17 and was told to hang tight for processing. Ticketmaster, for example, says you can get a refund if an event is canceled, but if an event is postponed or rescheduled . Irvine, CA 92606. FORTUNE is a trademark of Fortune Media IP Limited, registered in the U.S. and other countries. StubHub, an event ticket re-seller, told him the company couldn't issue a refund, only a credit towards a future event. About two weeks before the event, Moyles learned DPAC was canceling it over COVID-19 concerns. No problem. According to a StubHub representative called Derrick F., who I e-chatted with through the site yesterday afternoon, "We'll do our best to find you comparable or better tickets, or offer you a full refund." Stubhub throws around a lot of "FanProtect Guarantee" lingo, which, as Derrick F. put it, is like "ticket insurance." The suit says StubHub's "Fan Protect Guarantee" was a key reason customers were willing to pay premium prices and fees fortickets through the $4 billion company. Copyright 2023 CBS Interactive Inc. All rights reserved. To enjoy unlimited access to our journalism, subscribe today. Its as simple as going down to your local Magistrate Justice and filing a simple one paragraph claim - I bought these tickets, the event was canceled, I cant get a refund. If the tickets you receive are the wrong ones, please call StubHub at 1-866-788-2482. 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. Also, always look at the delivery date for the tickets to ensure they arrive before you leave . Full buyer Terms & Conditions here. Receive a full refund of your purchase 2. Required fields are marked *. Sorry we couldn't be helpful. They were really good. The firm does it on contingency, so you dont pay a fee. Gibbs Law Group filed a complaint on May 1, 2020 against StubHub for refusing to refund customers who purchased tickets for events that have been cancelled in light of COVID-19. Paul Sawers / VentureBeat . The reason I bought tickets on StubHub was the guarantee, said Joshua Woody, who purchased March 13 tickets to a Lizzo concert in Houston in February. Lets pick a winner in every mens college basketball conference tournament. Customers can choose to keep their credits if they like. 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 . Terms & Conditions. Learn about careers at Cox Media Group. Further, the case alleges that while StubHub has refused to remit cash refunds to customers, the company has also failed to pass along any "savings" it may have pulled in onto ticket sellers, who according to the lawsuit "have in many or all instances been backbilled for the canceled events." StubHub finally addressed the formal . Odds & lines subject to change. Based on the scenario, StubHub may provide you with one of the following: If StubHub decides to reimburse you, they will usually send you an email with instructions on how to claim your refund. Re: StubHub Notice of Dispute The settlement will also end a multi-state investigation into StubHub's alleged refusal to provide customers with refunds for cancelled events, reports Law360. Its been well-reported in the media[2] and is the subject of a class-action lawsuit. Now, StubHub customers can't even get their money back, after a change in company policy amid the coronavirus pandemic. StubHub FanProtect Guarantee: Trusted by people worldwide, we back every order so you can buy and sell tickets with 100% confidence. 8, Ch. "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. StubHub confirmed it had received a refund request, and said processing would take between two and three weeks. Avoid close contact with people who are sick. 11 investigates: Policies for getting refunds on canceled, postponed events this summer 11 investigates: Policies for getting refunds on canceled, postponed events this summer. If your event was canceled, in most cases you won't need to do a thing: we'll inform you of the cancellation and refund the amount you paid for your tickets, including all fees (except UPS and retail pickup, and fees on certain Major League Baseball purchases) on the same payment method used for purchase. According to Celebrity Access, the company furloughed 67 percent of its workforce last week. If you push back and a company still refuses to give your money back, you might have to take legal action, like filing a claim in small claims court. In normal times, we would take the risk of giving refunds to buyers before recouping the same refund from the seller. Avoid touching your eyes, nose and mouth with unwashed hands. Buyers: We'll add a credit worth 120% of the total amount you paid for the impacted event to your StubHub Wallet. 2. 2018 Techboomers All Rights Reserved, https://techboomers.com/how-to-support-techboomers, A monetary refund, up to the full value of your tickets, FanCode credit, for use towards future StubHub purchases, up to the full value of your tickets, Replacement tickets of equal or greater value than the ones that you purchased. First published on August 20, 2020 / 6:06 PM. AZ, CO, CT, IL, IN, IA, KS, LA, (select parishes), MD, MI, NH, NJ, NY, OH, OR, PA, TN, VA, WV, WY, CA-ONT only.Eligibility restrictions apply. 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. Open the SeatGeek app. You rely on Marketplace to break down the worlds events and tell you how it affects you in a fact-based, approachable way. Cookie Settings/Do Not Sell My Personal Information. Ticket sales volume had crashed at the same time as they'd been receiving chargebacks from customers and requests for refunds on cancelled shows. As pointed out by @don_shano, this is not only absurd (fans deserve their $ back), its unethical and likely illegal. 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. But, unfortunately, most are canceled for now due to the coronavirus. News provided by The Associated Press. Jackson, MS 39216 However, UPS and retail fees will not be refunded. Sellers won't face consequences under our dropped order policy, but we may ask them to send proof their tickets were canceled. StubHubs Policy on Venue Health and Safety Protocols, COVID-19 Impacted Event Policy - What You Need to Know Before You Go. That means all of those remaining or yet-to-be-played games hang in limbo. 8 Feb 2023. If StubHub made a mistake, call their customer service line at 1-866-788-2482 and explain your problem. 505 North 20th Street wearing a mask at all times, providing proof of your COVID-19 vaccination status, submitting proof of a negative COVID-19 test within a certain period of time, etc.). Log in to your StubHub account and click or tap Profile then Orders to view your event status. If an event is rescheduled or postponed, your ticket will be good for the new date. Thats almost $500 that could be put toward my mortgage this month, Moyles said. Are there rules to follow when attending an event? | NYC Call 311, Text COVID to 692692 |NJ COVID-19 Info Hub| NJ Call 1-(800)-222-1222 or 211, Text NJCOVID to 898211 |CT Health Dept. How do I know if my event was impacted or where can I see the event status? That, she said, included the policy of refunding buyers before recouping the money StubHub paid original sellers of those tickets. 100 Just remember you may not be given a new ticket or wristband for certain events if the ticket does not scan. Its a material term of the agreement, Kimmel explained. It also covers you if an event is cancelled, or rescheduled and requires new tickets to be purchased. Always cover coughs or sneezes with a tissue or sleeve. This doesnt mean, of course, that folks arent having any trouble with some of these other major marketplaces. . By choosing I Accept, you consent to our use of cookies and other tracking technologies. Unless you want a refund. Customers can choose to keep their credits if they like. See Paragraph 22, Section C, titled Costs of Arbitration, in the user agreement. . StubHub suspended that policy in March 2020, following the mass . Yes Stated performance for THIS DATE, THIS EVENT, is canceled. Kimmel believes the case will be resolved within the next 12 months in favor of consumers. The suit accuses StubHub of breach of contract, conversion, negligent misrepresentation. All rights reserved. One broker in Los Angeles who requested anonymity for fear of retaliation from the company said Stubhub owed him more than $40,000. CORONAVIRUS:NY Health Dept. No problem. [1] This article is written for use by U.S. residents; if you reside outside of the U.S., certain parts of the user agreement discussed in this article may be inapplicable. Postponed events may not be eligible for refunds. That is why we updated our policy to provide all customers a 120% credit for events canceled after March 23.. Michigans State Emergency Operations Center is coordinating state-government resources and the response to the coronavirus spread. 63 reviews of StubHub "Sellers can cancel the tickets you bought to an event and re-sell them if you do not accept the transferred the tickets right away. 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. Our corporate social responsibility program is focused on education, and diversity is one of Christian & Smalls core values. Places like Vivid Seats, Gametime and SeatGeek are still offering refunds, or credits of equal value for future use. StubHub, however, won't offer refunds to anyone who bought a ticket after March 25 of last year if an event is canceled only credits. 2023 www.jsonline.com. StubHub normally sells almost $5 billion in tickets a year. As pointed out by @don_shano, this is not only absurd (fans deserve their $ back), its unethical and likely illegal. 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. 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 . A Wisconsin man has sued the giant online ticket reseller StubHub for reneging on its money-back guarantee for events now canceled because of the coronavirus pandemic. Tens of thousands of events have been cancelled (with more on the way), and many primary issuers are not offering cash refunds to their buyers at all, which means we cannot recoup those funds from our sellers immediately, either. Receive a coupon for 120 percent of your original. 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! 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. As if the cancellation of sporting events and concerts wasnt enough. Dial 833-228-5143. Did you find it helpful? In that email, Cassidy outlines to their valued StubHub customer base that there really isnt anything to worry about when it comes to tickets they purchased. Fax: 251.432.1700, Business Services and Commercial Litigation, Author: Bradley R. Hightower 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 . The AAA, upon its receipt of your refund arbitration claim, will notify you and StubHub that your claim has been received and StubHub will then be required to submit its written response (and its payment for the costs of the arbitration) within 14 days. Consumers shouldnt have to underwrite the business problems of this company that can no longer honor the agreement they made, he said. Its just missing with no explanation. Those will be paid out by the end of May. StubHub will pay out over $16 million in refunds to over 75,000 customers for events canceled at the start of the pandemic last year. By using this website, you accept the terms of our Visitor Agreement and Privacy Policy, and understand your options regarding Ad Choices. If your event is canceled and not rescheduled, you'll automatically receive a full refund back to your original method of payment. If an event is canceled, you will get a credit worth 120% of your original order, or a full refund, your choice. If no timely response is received from StubHub regarding your Notice of Dispute form, you may then initiate an arbitration proceeding against StubHub by filing a Demand for Arbitration Consumer Arbitration Rules form with the AAA. 72 hours prior to the event). Reply from StubHub UK. These policies are subject to change, so please refer to the venue, team, or performer website for the latest requirements prior to your event. 199 Fremont Street, 4th Floor If you've purchased tickets, you'll . View complete StubHub Return Policy If you do not receive your tickets in time for your event, StubHub will attempt to issue you replacement tickets. All Rights Reserved. | NY Call 1-(888)-364-3065 |NYC Health Dept. Fans Still Struggling To Get Refunds From Ticket Re-Seller StubHub For Concerts, Sporting Events Canceled Due To Pandemic August 20, 2020 / 6:06 PM / CBS New York NEW YORK (CBSNewYork) --. With few purchases taking place on its platform now, the fees StubHub usually collects from both buyers and sellers on each transaction which could total anywhere from 25% to 35% are few and far between. Some have received refunds, StubHub said, "in jurisdictions where they are required. Simply go to your. Other StubHub communications made clear that no refunds would be offered, noting that in the event of a cancellation "[w]e'll give you a coupon worth 120% of your original order. How do I get a refund from StubHub? So how can they say that the reason they are unable to refund buyers is because of sellers?, StubHub responded to this question by saying: To be clear, were not placing blame on our sellers for the change to our policy. March 28, 2020 (https://www.sbnation.com/2020/3/28/21198101/stubhub-refunds-canceled-event-ticket-nhl-nba-concerts). Many events that have been cancelled or postponed are giving patrons a full refund for their money. Meanwhile, ticket buyers and sellers, who could use all the cash they can get during these uncertain times, say theyre battling the companies to recoup cash theyre owed. For a buyers and sellers, theres the waiting game on whether an event is canceled or just postponed. If an event is canceled, we'll give you a StubHub credit for 120% of the amount you paid. Fax: 205.328.7234, 603 Duling Avenue Whenever that might be. The credit is valid for a year (365 days), and you can use it for any live event on our site in the same currency. In the past, cancellation prompted a full refund from the online ticket broker. McMillan has had a StubHub account since 2017. Viagogo, a tickets marketplace, bought StubHub in February 2020. Filled out the block for reason. Buyers of NFL tickets agree to the NFLs supplemental health and safety terms and all team-specific terms available therein. Customers complained to the press and filed lawsuits. Ticketmaster, for example, says you can get a refund if an event is canceled, but if an event is postponed or rescheduled, their website says it's up to the event organizer. StubHub recently stopped offering cash refunds for canceled or postponed events. 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 many customers, the company told the Associated Press. She says she called and chatted online with StubHub nine times from March 16 onward, after her home state went on lockdown and the event was canceled. With the economy suffering due to COVID-19, customers want their money back, from all sides. Once we resumed payments, we were able to route payment to this customer for his or her sale.. Instead, theyre offering customers 120% credit for the canceled purchases, according to a letter from the companys president. Tickets bought through resale sites: For events that are canceled, StubHub, VividSeats and similar sites are giving out refunds just like Ticketmaster. But people want their cash back now. Thats simple contract law, he explained. Explain your scenario, and provide any applicable evidence. It depends on where they got those tickets. By attending the event, you assume all risk of exposure to COVID-19. Farley said refunds should be a piece of cake. For big sporting events, when is a sellout a sellout? The company, built around the constant sale and exchange of tickets to live events, announced cost-saving measures on March 24, according to Celebrity Access, an entertainment industry site. A copy of the Demand for Arbitration Consumer Arbitration Rules form is available for download from AAAs website[10] and a copy is appended to this article as Exhibit B, StubHub Article, Consumer Demand for Arbitration. "When all these events got canceled at the same time and the buyers wanted their money back, StubHub didn't have it. Prefer a cash refund instead? StubHub said theyd refund canceled tickets, but now theyre taking that back, The Clippers Russell Westbrook experiment is off to a terrible start. One customer, Melissa Taylor, paid more than 270 for two tickets to the Wireless festival, an event that the organiser, Festival Republic, says has been cancelled.