Top Class Actions’s website and social media posts use affiliate links. If you make a purchase using such links, we may receive a commission, but it will not result in any additional charges to you. Please review our Affiliate Link Disclosure for more information.
StubHub Canada Ltd. and StubHub Inc. have been hit with a class action lawsuit alleging they refused to issue refunds to Canadians who purchased tickets for events that were cancelled, or will likely be cancelled, during the COVID-19 pandemic.
The StubHub refund class action lawsuit says customers are entitled to receive a prompt refund in the original form of payment under the terms of their agreements with StubHub, and under Canada’s consumer protection laws.
Plaintiff Shandelle Randall of Mississauga, Ontario, says she purchased four tickets from StubHub for approximately $1,181 for a Toronto Raptors home basketball game that was scheduled for March 24 against the Los Angeles Lakers.
When the NBA suspended its season on March 11, Shandelle reviewed StubHub’s FanProtect Guarantee and felt reassured that she would receive a full refund for the price she paid for her tickets if the Raptors game was cancelled.
Later, she learned that StubHub had revised the language of its FanProtect Guarantee to state that customers would receive a credit for a future StubHub purchase instead of a full refund as was initially promised.
StubHub is the largest ticket resale platform in the world, the StubHub refund class action lawsuit says. It generates profit through the fees it charges on each ticket sold.
“A key element of StubHub’s business model is its FanProtect Guarantee, a set of contractual terms and warranties that supplies the crucial element of trust necessary for fans to buy tickets from nameless, faceless sellers over the internet,” the StubHub refund class action lawsuit says.
According to the StubHub ticket refund class action lawsuit, customers have been willing to pay premium prices and hefty fees directly to StubHub largely because of the FanProtect Guarantee, which ensured that refunds would be available for events that are cancelled or for tickets that did not end up granting entry to an event.
Until March 25, StubHub’s FanProtect Guarantee reportedly provided full refunds to customers in situations in which the ticketed event was cancelled and not rescheduled. The StubHub ticket refund class action lawsuit alleges that the company began taking steps to limit its liability to its customers once it became clear that the COVID-19 pandemic would have a massive impact on live events.
StubHub reportedly sent an email to customers on March 12 offering coupons for 120 percent of the original purchase price paid for tickets to events that had been cancelled as an alternative to a full refund. On March 25, StubHub reportedly changed the terms of its FanProtect Guarantee so that it stated, “if the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in StubHub’s sole discretion (unless a refund is required by law).”
Shandelle says that StubHub knows that the Raptors game will not be rescheduled yet continues to consider the event as postponed instead of cancelled.
“While StubHub continues to claim that the March 24, 2020 Raptors vs Lakers game is ‘postponed’, the game is de facto cancelled,” the StubHub refunds class action lawsuit states. “On May 8, 2020, the NBA Commissioner confirmed that if this season resumes, any rescheduled games will not be played in front of fans.”
“Despite this fact — of which StubHub is surely aware — Shandelle’s event is still listed as ‘postponed’ as of May 19, 2020.”
According to the StubHub ticket refund class action lawsuit, Shandelle has attempted to contact StubHub for a refund. She says she attempted to use the ticket seller’s online customer service chat but received “unhelpful automated replies.” When she called StubHub in April to request a refund, a customer service agent told her that the company could take no action at this time because the event was “postponed” and not cancelled.
Shandelle says she is entitled to the refund that she was promised because the event has been cancelled and can’t be rescheduled. She says she does not want and does not consent to a credit for use on a future StubHub purchase.
To make matters worse, Shandelle says she was laid off from her full-time job on March 26 and the $1,186 she paid to StubHub for a cancelled event would “make an important contribution to her family’s household budget in these difficult times.”
Class Members of the proposed StubHub refund class action lawsuit include all Canadian residents who purchased at least one ticket from StubHub before March 25 for an event that has been cancelled (or will be cancelled by the date the proposed StubHub class action lawsuit is certified), and who have not received a refund.
Did you purchase a ticket from StubHub for an event that has since been cancelled because of the COVID-19 pandemic? Did you request a refund? Tell us your story in the comment section below!
Shandelle is represented by Kirk M. Baert, James Sayce and Charles Hatt of Koskie Minsky LLP.
The StubHub Refunds Class Action Lawsuit is Shandelle Randall v. StubHub Canada Ltd., et al., Case No. CV-20-00641194-00CP, in the Ontario Superior Court of Justice, Canada.
Read More Lawsuit & Settlement News:
StubHub Reaches $1.3M Settlement Over Misleading Ticket Pricing in Canada
Ticketmaster Facing Class Action Lawsuit Over Refund Policy
Canadian Airlines Facing Class Action Lawsuit Over COVID-19 Cancellations
Canada Roundup Glyphosate Cancer Class Action Lawsuit Investigation
ATTORNEY ADVERTISING
Top Class Actions is a Proud Member of the American Bar Association
LEGAL INFORMATION IS NOT LEGAL ADVICE
Top Class Actions Legal Statement
©2008 – 2024 Top Class Actions® LLC
Various Trademarks held by their respective owners
This website is not intended for viewing or usage by European Union citizens.
3M issues recall for noise-reducing earmuffs due to potential breakage
April 30, 2024 | Product Recalls
22 thoughts onStubHub Facing Class Action Lawsuit Over Refusing Ticket Refunds
I purchased Celine Dion tickets for the April 2020 shop and it was postponed to aug 2021, and today was postponed again to March 2022. Please contact me for further info. So frustrated!
Same here! The show was canceled here in PHX after 2 years of postponing and they won’t refund me. Wells Fargo also refused to refund me. I’m now out almost $800
I would like to join this lawsuit as well! I purchased my tickets in Sept 2019 for a concert that was supposed to happen in March 2020. I was notified in March 2020 that it was cancelled and I did not received my pathetic voucher refund email until Dec 2020. I expected a cash refund but they conveniently changed their refund policy when COVID hit and now we cannot get our money back. I’ve sent emails to them and I’ve posted on their forum and keep getting the same answer, “we will not be able to provide you with a refund at this time. During these difficult times, we have been forced to make changes to our policies that allow us to take care of our customers while still maintaining business viability. With the current state of the ticketing industry, it’s not possible for StubHub to offer cash refunds for canceled events.” This is incredible and severely disappointing because like alot of people, I doubt I will go to a concert for quite awhile and have no plans to use the voucher before it is set to expire. StubHub needs to be held accountable for this, they cannot just change the rules to game when it suits their needs. What about the needs of their customers? I am out about $1200 and would very much like to have my money back. Please notify me on how I can help make this happen.
I purchased tickets for 4 of us to a Vegas show. I also paid for the insurance which, in total, cost over $1200. We learned the show was cancelled a few days prior to the show. I contacted Stubhub and they told me we’d have our refund within 2 weeks. The next day (scheduled day of the show) Stubhub sent me an email saying I’d receive a credit instead of a refund. When I called, they said they were no longer honoring my refund. If I don’t use the credit before 2022, then MAYBE I’ll get a refund.
What about the $300 of insurance I paid for? Well, they didn’t have an answer for that. My money is just stolen. I would like to join the lawsuit.
Where can I sign up for the law suit against stubhub? I’ve been going back and forth with them for months over email regarding my $730 refund.
I purchased $600 worth of tickets in February for an August concert that was cancelled. I got the email stating they would refund the money. Even went the fraud direction through my credit card and it was denied, even though they went against their own policy at the time of purchase. There’s a class action lawsuit, however, it states it’s only for people who had a stubhub account prior to 2018! It should be for ANYONE who purchased a ticket before the corona virus, because we’re ALL out money! I hope they change that… especially if enough people come forward.
I purchased tickets through StubHub for the Men’s Big 12 Basketball Tournament to be played Match 11-14. It was a package for every session of the tournament costing me $379. I received an email with my order number which included StubHub refund guarantee. The event was canceled due to COVID. I received another email telling me my event was canceled(which I already knew) which included that I could get a refund or a coupon for 120% of the purchase price. I called StubHub & requested a refund & was told that StubHub was trying to determine when they would give refunds. A month later I received an email that said that I was getting a coupon which had been added to my account for 120% of my purchase & to check my StubHub account to see the exact amount. It was there & the amount was correct but I did not request a coupon/credit. I have tried emailing all of the StubHub email addresses to request a refund with attachments of my original emails showing their guarantee & that I had a choice for a refund prior to StubHub changing their policy to only a coupon for 120% of purchase & all the emails come back stating no one is answering the emails to the address & refers me to their new policy. VERY FRUSTRATING!!!
I purchased tickets and they refuse to refund my money.
I purchased 4 tickets to a leafs vs bruins game on Nov 4th for late March. I was told in an email we would get a full refund. That is until now, since they have revised their policy!
$875 is a lot of money to just toss away!
I would like to be involved in a suit. We purchased tickets to three events that were cancelled, totaling over $5500. StubHub will not refund my money as I requested.
I purchased tickets at the beginning of March to a Texas Rangers vs. Washington Nationals game in Arlington at the end of May. At the time of purchase, I was aware of the policy offering a full refund if the event was cancelled. A week later I received an email saying I could get a full refund, or a 120% coupon. Then StubHub changed there policy at the end of March and only offered a coupon. This was a special trip planned in memory of my late boyfriend who passed away in February, as he was a Rangers fan. When I contacted StubHub they said there was nothing they could do until the game was deemed cancelled. Well it’s since been cancelled and I’m still struggling to get my money back. Even if the coupon is valid until the end of 2021, there’s no telling when events will allow fans again, and I’m definitely not interested in attending anytime soon. I am definitely disappointed, as during a time that was already made extremely hard by grief, has now been made worse by not being able to receive a refund.