Stub Hub basically took an entire day of my vacation in Texas from me. You talk to a different person each time and then they sincerely do not care. On vacation in Texas in an attempt to take my brothers to a hockey game. I had 4 tickets lower level (expensive).
Here is a time line of my recent experience with your company.
I recently traveled from San Francisco California to Dallas Texas to see my family and friends and take in some events as a group.
My wife had worked very hard to coordinate everything down to the last detail with the exception of our unforgivable experience with Stub Hub.
I will list the time line and then some observations followed by my expectations in respects to this matter.
11/22 A.M. – I call the 1-866 number for Stub Hub customer service to see what my options were to pick up my 4 tickets (Order # 18519807) for the Stars vs. Sharks. These tickets were to be a night out as a gift to my brothers. However, being the anniversary of our mothers passing we as a group were going to be tied up until right before game time at a family ceremony in remembrance of my mother. Hence, the reason I called early to review my options (possible e:mail link to print out the tickets) and so on. My goal being to surprise my brothers after the ceremony with the tickets and jump in the car and make it as close to game time as possible. They had no clue and I had cleared it with all of the ladies for a guy’s night out.
So after talking to your rep he told me I had no option but to pick up the tickets at Downtown Dallas. One Hour plus from the location that I was staying. I verified the location and made my intentions very clear. I was forced to call back several times even though I had the correct name and order number to verify my account and purchase. I did this all the while making my intentions and requests to pick up early very clear. I needed to get my hands on my tickets early.
I borrowed a car, remember I am on vacation and my wife was using our rental car. I drove the 1 hour plus to 2525 McKinnon St, Suite 590 Dallas Texas in the Sterling Bank Bldg. Once I arrived at this location I went to the Stub Hub buzzer and no one answered.
I called back the 1-866 customer service number and asked for help. I was told that I no one is there and that the only option is to send an e:mail requesting for someone to come up and meet me.
1. Why did not 1 of the 1st 3 reps I talked to tell me that I could not pick up the tickets early. I was extremely clear in my request to each?
2. In this day and age (I work for a communications company) I know you have a phone number if not a cell phone number to talk to Stub Hub employees.
3. I was told more than once that I would receive a call back with a status of what was going on with my request. This never ever happened, they appeared to not care.
Here is my situation. I have just driven in a borrowed car over an hour to be told that I need to wait there longer and we might help you. All the while I need to get back to get ready for a very important family ceremony but can’t leave without the tickets that I plan to surprise my brothers with that night. I asked for escalation of the matter, no urgency very canned response. I sincerely feel they did not even care.
I have to point out in no uncertain terms that I did not receive any customer service urgency at any level during my entire experience. I did not receive any promised return calls.
But get this 1 hour after the game started and my gift was ruined I get a call from Brandon to see if he can go home because my tickets are waiting? Can you even feel how angry I must have been?
Then to stab me again I get a call the next day after the game is over asking me when I am going to come pick up my tickets?
Very poor customer service at every level and all about how it affected their day and their job. If it were not for customers like me they would not have a job. Brandon really broke my back calling and being all about himself like that. I devoted over 3 hours even more with phone time trying to get help from your customer service department. Remember this was my vacation and the time with my family was missed out on. Not to mention the night out with my brothers that I had planned and worked so diligently on.
I am told no last names can be given and they just pass you from person to person when you ask for a supervisor. I am sending copies of this letter to the BBB as well as all the local news channels in San Franciso and Texas. I want some of the investigative reporters to get this on the news and out in the public.
I have never ever in my entire life been treated this poorly by a customer service group. Not even dealing with a health insurance company.
They need to step back this will cost them business...
Here are my expectations:
I would either like to see a full refund of this transaction and or 4 tickets of equal value.
I know the section and row of the seats.
I would love the chance to discuss this matter on the phone with a decision maker and not a rank and file employee as I have had enough of your standard customer service level.
Please contact me via e:mail or phone asap to resolve this matter.
Very Angry Customer
Randall S Dockery