CHICAGO (WLS) — Soccer fans around the U.S. say they paid thousands of dollars for World Cup tickets on StubHub, only to later find out the seats they thought they secured would not be delivered. For some, the issue meant missing matches despite already arranging travel, hotels and other plans.
Bucktown resident Alex Williams was one of those fans. He said he had looked forward all year to attending his first World Cup game. Last fall, Williams and a friend spent more than $3,000 on tickets through StubHub for the U.S. vs. Australia World Cup match in Seattle on June 19. Williams said they were told the tickets would be transferred on game day, but they never received them.
“As grew older, I’ve gotten to appreciate the beautiful game especially with the U.S being dominant right now and playing well. We’ve become superfans!” Williams said.
Williams said that after making the trip to Seattle, he and his friend were left outside the stadium and could not get in.
“We were stuck outside, hearing the fans, hearing the roars but couldn’t get to experience it and that part was devastating after so long…flying all the way out there spending all the money on flights and hotels and planning this weekend for 9 month, being on the outside not even looking in but just hearing what’s going on,” Williams said.
Ryan Gianni, who lives in Lincoln Park, said he also ran into problems after buying World Cup tickets through StubHub. He said he paid about $3,000 nearly a year ago for tickets to see Colombia play Portugal in Miami with his son at the end of June. Weeks before the match, however, Gianni said he was told StubHub could not complete the order.
“Getting to go to the World Cup, you know, a once-in-a-lifetime experience sometimes. And then getting excited coming up to it. Thinking about the travel and trip and experiences ..and then getting hit with a brick wall, saying that now we probably can’t go,” Gianni said.
Gianni said he took a refund from StubHub, but because his flights and vacation rental were non-refundable, he bought replacement tickets at a higher cost.
“You may or may not get the tickets, which is very stressful, especially when there’s travel involved and planning involved,” Gianni said.
The complaints are not limited to the Chicago area. Fans from around the world have posted similar experiences on social media.
“Stubhub juts told us our seller is unable to provide the tickets. We are so devastated and hurt and we’ve been planning this for months, ” One fan said in a social media video.
Another fan posted: “We’re asking for the tickets we purchased that we planned and relied upon for the better part of the year.”
All of the consumers interviewed for the report received refunds. StubHub’s support page states that in the rare event a seller fails to deliver tickets, customers may receive comparable replacement tickets or a refund. Fans interviewed said refunds did not fully compensate for travel expenses or the disappointment of missing events they had planned around for months.
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Williams said the trip carried additional personal significance.
“To makes matters worse, the reason why this trip was going to be so special is, I lost my father last month. My friend also lost his father in December, so this was going to be a chance for us to disconnect be together,” he said.
The consumers who contacted the I-Team also received emails offering future vouchers for $3,000 and 50% off after the I-Team contacted StubHub.
In a statement to the I-Team, StubHub said: “…for 26 years we’ve helped millions of fans access the events they love. The World Cup is no exception, but even a single bad experience is deeply disappointing for fans and for us. That’s why, in the rare instance that problems arise, our Fan Protect Guarantee provides replacement tickets or a full refund-and why we are working tirelessly to resolve ticket transfer issues and get every fan into their match.”
The company also said it takes customer concerns seriously and that getting every fan into their match or event is a priority.
The Better Business Bureau gives StubHub an F rating and reports more than 10,000 complaints over the past three years, some of which the BBB says are like the complaints described in this report. The company says ,it takes every customer concern seriously, and getting every fan into their match or event is a priority.
Steve Bernas, president and CEO of the Better Business Bureau in Chicago, said consumers should understand the limitations of third-party ticket marketplaces.
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“They bought the ticket they want the ticket some have flown to the destination , bought hotel rooms. only to be turned away sometimes at the gate!” Bernas said.
Bernas said third-party platforms, even trusted and verified ones, cannot guarantee a ticket for every event.
“The consumers think they own the tickets that’s the concern they don’t own the tickets.. they are a reseller in the marketplace for tickets they have to get those tickets form somebody else,” Bernas said. When asked whether that means the ticket is not guaranteed, Bernas replied, “not he only guarantees id you will get a refund if you can’t get that ticket or comparable ticket for that event.”
Williams said the experience highlights the emotional significance many fans attach to major sporting events.
“You know these events are special to people, yes at the end of the day it’s a game but sometimes and for a lot of people it’s more than that,” he said.
StubHub said it is a marketplace that connects ticket buyers and sellers and does not own, buy or sell tickets itself. The company also said many of the problems reported by fans are related to what it described as “ticket transfer problems,” rather than issues with the tickets themselves.
