in this case
- A recurring error prevents a hockey fan from accessing her tickets, but StubHub and Ticketmaster just blame each other.
- This case shows how companies sometimes invent unwritten rules, like a same-day call requirement, to deny a refund.
- Learn why it’s so important to create a paper trail and escalate your complaint when you’re stuck in a customer service loop with a company on our Red List.
Angelica Niklowitz gets a recurring error when she tries to access the hockey game tickets she buys through StubHub. Can she get a refund for the replacement tickets she has to buy?
Question
I bought San Jose Sharks tickets through StubHub for $375 but couldn’t access them because of a recurring error.
StubHub blamed Ticketmaster, and vice versa. I had to buy last-minute tickets directly from Ticketmaster to avoid missing the game. A representative promised an email with replacement tickets or a refund, but it never arrived.
Despite multiple calls and emails, StubHub refuses to refund me, citing a policy that requires same-day calls. But their team assured me the email would resolve everything! Now I’m out $375 and stuck in endless loops with unhelpful agents who refuse to escalate my case. What can I do? — Angelica Niklowitz, San Jose
Answer
If you couldn’t use your tickets on game day, StubHub should have either helped you get replacement tickets or refunded them.
StubHub’s FanProtect Guarantee promises buyers will receive valid tickets on time “or your money back.” By failing to follow through, StubHub breached its policy — and potentially consumer protection laws requiring companies to fulfill paid orders.
Your voice matters
StubHub’s “FanProtect Guarantee” failed this hockey fan, who got stuck in a blame game between StubHub and Ticketmaster. What do you think?
- Have you ever been caught in a customer service loop where two companies blame each other for your problem?
- StubHub cited a “same-day call” policy that isn’t written in its guarantee. Has a company ever made up a rule to deny you a refund?
- When a company’s “100 percent guarantee” fails, does it make you lose trust in all of their promises?
In reviewing your problem, I can see what went wrong. You tried to access your Sharks tickets well in advance of the game, but received an error message on your app. You let StubHub know about the problem through a message on its app, but no one helped you. Finally, you reached out to StubHub on the day of the game, but still you received no tickets. (Related: StubHub charged me $747 in fees after Adele postponed her concert. But it promised not to!)
You did the right thing documenting every interaction. Always keep emails, screenshots, and notes from calls. Writing is more effective than calling because you generate a paper trail. Although you say you reached out to StubHub on the day of the game, it apparently had no record of the transaction. And the company told you it has a policy of not addressing problems like yours unless you contact it within 24 hours. (This policy isn’t stated in its FanProtect Guarantee.)
But maybe next time, escalate sooner: StubHub’s executives can override rigid policies. I publish the names, numbers and email addresses of the top StubHub executives on my consumer advocacy site, Elliott.org.
Read more insightful reader feedback. See all comments.
Eventually, you tried to email one of the executives, but your message bounced back. Having a valid email address where customers can reach you is essential to good customer service. My research team works hard to keep the email addresses up to date, but executives keep changing their addresses to avoid having to deal with unhappy customers. StubHub has so many consumer complaints that it’s currently on our Red List.
I contacted StubHub on your behalf. A spokesperson acknowledged the “breakdown in communication” and admitted you should have received immediate assistance. StubHub issued a full refund plus $187 in credit — a rare but welcome resolution.
Your digital ticket failed? Here’s what to do
A step-by-step guide to getting your refund when the guarantee fails
1. Screenshot the error
Don’t just tell the company about the error, show them. A time-stamped screenshot is your most powerful piece of evidence.
2. Move to email immediately
App chats and phone calls can disappear. Create a paper trail by sending a clear, polite email detailing the problem, your screenshots, and what you want.
3. Use their words against them
Mention the company’s promise by name (like StubHub’s “FanProtect Guarantee”). State clearly how they have failed to meet their own standard.
4. Escalate past the frontline
If customer service agents refuse to help or escalate your case, don’t argue. Find the company’s executive contacts and send your paper trail directly to them.
Need to contact a StubHub executive?
StubHub’s FanProtect Guarantee failed and its agents were stuck in a blame game. When the system breaks down, it’s time to find a human who can fix it. Get the executive contacts →
