Eli Klein snags the perfect seats on StubHub to watch his favorite hockey team, the Washington Capitals, take on the Columbus Blue Jackets. But his excitement turns to frustration when he discovers the seats do not exist.
Question
I was so excited when I found out the Washington Capitals would be playing the Columbus Blue Jackets at the Nationwide Arena in Columbus. I found what I thought were amazing tickets on StubHub — glass seats! And I even made a screen recording of the purchase.
But when I got my order confirmation, the seats were listed as Row O. Row O doesn’t even exist at Nationwide Arena! It felt like a scam.
I contacted StubHub right away. The company insisted my tickets were correct, despite the fact that Row O doesn’t exist. I sent them my screen recording and screenshots showing that the listing only advertised “glass seats,” not a specific row, before the purchase. They just kept saying my tickets were fine. No one would listen.
I just wanted what I paid for — glass seats in Row A. If not, I want my $500 back. Can you help me? — Eli Klein, Indianapolis
Answer
If StubHub promised you glass seats, you should get glass seats. You even made a video of your purchase to prove that StubHub had advertised glass seats. Now that’s impressive!
I can understand that you would feel misled. Many hockey fans would assume “glass seats” refer to the first row, typically Row A. The seller should have been transparent about the actual row location.
StubHub’s FanProtect Guarantee is clear about its obligations. “Buy tickets with confidence,” it promises. “Get valid tickets to any event or your money back.”
StubHub should have taken your complaint seriously and investigated the discrepancy between the listing and the actual seats. Although StubHub is a ticket reseller, it’s still the company’s responsibility to ensure the accuracy of the listings on its platform and to protect buyers from misleading information. (Here’s our guide to resolving your consumer problem.)
You documented your interactions with StubHub as carefully as you did your initial purchase. It shows how you proved to StubHub that the tickets were in a row that did not exist, but that StubHub insisted you had glass seats in Row O.
Sometimes, you just need someone at a higher level to take a look at your problem. To do that, I recommend escalating your case to one of the customer service managers at StubHub I list on my consumer advocacy site, Elliott.org. A brief, polite email to one of them might have turned this thing around for you.
Your experience highlights the importance of carefully reviewing ticket details before making a purchase. It also underscores the need for platforms like StubHub to have clearer policies and procedures for addressing discrepancies and holding sellers accountable.
After reviewing your case, it became clear to me that StubHub had committed a penalty on this one. I contacted the company on your behalf. While StubHub didn’t offer replacement tickets in Row A, it did issue a full refund.
Key takeaways
- Even major platforms like StubHub can list tickets for nonexistent seats — buyers must stay alert.
- “Glass seats” doesn’t always mean Row A. Be cautious of vague or misleading listings when buying premium seats.
- Proof matters. Video recordings and screenshots can make or break your case in ticket disputes.
- StubHub’s FanProtect Guarantee sounds strong, but enforcement depends on persistence and proper escalation.
- Always verify seat maps and rows directly with the venue before buying tickets that sound too good to be true.
Pro tip: Before buying resale tickets labeled “premium” or “glass,” double-check the arena’s seating chart and compare row labels with official venue maps to avoid buying phantom seats.
Related reads
FAQs
Always check the exact row and seat location using the venue’s official seating chart. Don’t rely on promotional terms like “premium” or “glass seats” — those can be interpreted loosely.
Screenshots of the listing, a screen recording of the checkout process, and official seat maps from the venue all help establish what you were promised versus what you received.
Yes. Even though StubHub is a resale platform, their FanProtect Guarantee promises accurate ticket listings or your money back. They must intervene if a listing is deceptive.
Customer service scripts often default to seller protection until documentation forces escalation. Persistence, clear evidence, and executive outreach often change the outcome.
Sometimes — if you know how to escalate properly. Contact the platform’s executive support team, reference their guarantees, and provide ironclad proof. That increases your odds dramatically.
✋ Your turn
Have you ever bought tickets online and found out the seats didn’t exist — or weren’t what you expected? What did you do next? Tell us your story in the comments.
