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 StubHub has great customer service!
Posted Mon August 18, 2008 3:17 pm, by Julie H. written to StubHub
I am writing to recognize StubHub for their great customer service with what could have turned into an unpleasant situation.
Some of my friends made a last minute decision to come into town so on Wed 8/13, I bought tickets for a Detroit Tiger's baseball game on Sun 8/17. I bought 5 tickets at 12:19pm (order #xxxxxxxx) and StubHub allows 48 hours for the seller to confirm the order. Since the game was so close, I became aware that the seller had not confirmed the order so as soon as the 48 hours had passed, I called StubHub's customer service to inquire about this order. The representative got a hold of the seller who did not realize that the tickets had sold. She asked me if it was alright if they sent them via FedEx with a Saturday noon delivery and I confirmed that this was OK.
On Saturday morning, I decided to track the status of the FedEx package and the seller must have forgotten to select a Saturday delivery because they were scheduled for arrival on Mon 8/18 (the day after the game). Again, I called StubHub's customer service and she contacted FedEx to see if they could change the delivery time. They were unable to, but told me I could pick them up at FedEx. Since the FedEx station is about 20 miles away from my house, I really did not want to have to drive to pick them up.
The representative told me they could help me find replacement tickets so we looked around online to find 5 tickets of roughly the same price and location for the next day's game. When we finally found some, they were about $15 more and I was told that the original seller would be responsible for the overage as it was their fault I did not receive my tickets in time. So they created a new order for me (order #xxxxxxxx), allowing me to get 5 tickets for the same cost, and allowed me to pick them up at a Last Minute Service Station before the game, about 1 block from the stadium. When I arrived at the Last Minute Service Station, I simply presented my ID and I was out the door with my tickets in less than 2 minutes.
Although it would have been ideal if my original order had arrived on time, I think StubHub did a great job with addressing my problems, taking responsibility when necessary, and ensuring that I had a positive experience. Thanks for your help!
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