Ticket-resale site StubHub left a Taylor Swift fan in the lurch by allegedly failing to deliver purchased tickets for her Los Angeles concert, NBC Los Angeles reported.
Stefanie Klein, a parent of a Swift fan, purchased two tickets from StubHub for about $1,400, according to the report. However, StubHub later reportedly informed Klein that the tickets were not available. Despite its Fan Protect Guarantee promising a cash refund plus 200%, Klein’s refund was delayed, as per NBC.
"I was given reason after reason, excuse after excuse after excuse. There's nothing else I could get from customer service. I couldn't keep calling. It was actually giving me high blood pressure, I couldn’t do it anymore. I couldn't spend my precious time arguing and arguing over and over again,” Klein was quoted as saying on NBC.
After NBC’s I-Team reportedly intervened, Klein received her $4,300 refund.
A spokesperson for StubHub told Benzinga in an email that its FanProtect Guarantee ensures that a ticket buyer will get in the door, “and if any issue occurs, we'll find an equivalent or better ticket, or provide a full refund, but our priority is always to get our customers in the door.”
“In this case, the buyer was contacted twice, with ticket replacement and refund options. Ms. Klein has received a full refund with an additional 200% cash comp via PayPal, which was the option she chose,” the spokesperson said, adding that the issue was resolved on Tuesday, Aug. 1, and had been notified to NBC before the story ran.
Steve McFarland from the Better Business Bureau warned fans that most ticket scams start on social media and advises against buying from strangers there, NBC reported. Klein, despite the ordeal, managed to secure other tickets for her daughter.
Editor’s Note: The story was originally published on Aug. 6 and was updated with the StubHub spokesperson’s comment on Aug. 10.
Image Via Shutterstock
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