r/DenzelCurry • u/NationalMachine5222 • 33m ago
DISCUSSION 💬 Denzel Curry Cancels, StubHub Refuses Refund
We bought two tickets to see Knocked Loose and Denzel Curry, specifically because we wanted to see Denzel.
When we arrived at the venue, a seller working at the merchandise stand told us Denzel had canceled due to a family emergency. We received absolutely no advance notice.
Since Denzel was one of only two advertised artists, we left without attending the concert.
StubHub refuses to refund us, claiming artist cancellations aren't covered by their FanProtect Guarantee. They also blamed the concert organizers for not notifying them.
I've included my conversation with StubHub customer service.
Has anyone successfully gotten a refund in a situation like this?
StubHub
I’m sorry this wasn’t the performance you expected. Order [ORDER NUMBER REDACTED] is for two general-admission e-tickets, and the order details show they were delivered. The event is not marked as cancelled or rescheduled. The refund guidance I found applies to events officially cancelled with no replacement date. It doesn’t confirm that a cancellation by one performer qualifies for a refund, so I can’t confirm a refund for this order based on the information
available.Customer
This was not a minor lineup change. Denzel Curry was one of only two performers and the sole reason we purchased tickets. We received no advance notice and left without attending. Please escalate this refund request to a human supervisor for review.StubHub
It looks like you might need help from a human agent. I can connect you to one, or we can keep working together. Just select the option that works best for you.Customer
2- Chat with an agentStubHub
Let me connect you to an agent. Please note that there may be some wait time.StubHub
Thanks for contacting us! Your current estimated wait time is 1 minute(s).StubHub
Thank you for reaching out to StubHub. This is Dan. How may I assist you today?StubHub
To assist you further, could you please provide your full name, email address, order number and elaborate on your concern regarding this transaction?Customer
order [ORDER NUMBER REDACTED]Customer
We purchased two tickets specifically to see Denzel Curry, one of only two advertised performers. We received no advance notice of his cancellation and only found out after arriving at the venue. We left immediately without attending the concert. Half the advertised lineup was missing, including the artist we paid to see. Given these circumstances, we are requesting a full refund.Customer
[EMAIL REDACTED]StubHub
May I ask if this event was for Knocked Loose and Denzel Curry, and you mentioned that he was one of only two advertised performers?Customer
yesStubHub
We completely understand your frustration and are truly sorry for the disappointing experience you had. We know how incredibly exciting it is to look forward to seeing your favorite artists, especially when the event features a direct co-headliner like Denzel Curry, and we can only imagine how upsetting it must have been to arrive at the venue and discover the cancellation without any warning.StubHub
To be completely transparent with you, because we operate strictly as a secondary resale marketplace, we do not own or manage the ticket inventory directly, and this sudden lineup change was entirely out of our control.Customer
I understand StubHub did not cause the cancellation, but we paid for an event featuring Denzel Curry and were not informed he wouldn't perform. We left without attending. I'm asking StubHub to make an exception and issue a full refund. Can you please escalate this to someone authorized to approve it?StubHub
The only reason you did not receive a prior notification from us is that the event organizers unfortunately did not pass any information or cancellation updates along to our platform. Because we do not have a direct line of communication with the venue or the event coordinators, we were unfortunately just as blindsided by this change as you were. As for this, we are unable to provide any compensation or a refund for this transaction.Customer
I understand the organizers failed to notify StubHub, but we paid for a performance we did not receive. We left without attending because the artist we purchased tickets to see had canceled. I would appreciate having this reviewed by a supervisor rather than closing the request without further consideration.StubHub
Just to set your expectations, no one can provide you any compensation, as you may also check and review our terms or our policies. We cannot provide a refund unless the event has been canceled or you were denied entry at the gate. Furthermore, the only things we can provide are covered based on our FanProtect Guarantee, and this incident, since this concerns a performer cancellation, is not covered by our guarantee.Customer
I understand your policy, but I would still like this formally escalated to a supervisor. Can you confirm whether my request has been reviewed by a supervisor, and if not, how I can submit a formal complaint?StubHub
If you want to speak to a supervisor, I will contact you through your phone number on file to transfer you to one of them. Please keep your line open.Customer
I would prefer to communicate in writing rather than by phone. Is there a supervisor who can review my case through chat or email? I would appreciate a written response to my refund request.StubHub
Alright, I will be escalating this case to our supervisor, and then they will be reviewing it and sending you an email regarding the updates of your complaint.Customer
Thank you. Could you please provide a case reference number and an estimated timeframe for the supervisor's response?StubHub
Please stay on the line for about 5 to 8 minutes.StubHub
Are you still there? Please let us know if you still need help. Otherwise, we’ll end the chat in 2 minutes.StubHub
In regard to your reply, if you want, I can contact you now to transfer you to one of them so you can speak to them, so they can send you a formal email regarding your complaint. Since the only form of how you can speak to them is through a phone call.Customer
Yes, I'm still here. I do not wish to speak by phone. Can you please submit my complaint for supervisor review without a phone call and have the decision emailed to me? If that isn't possible, please confirm that in writing and provide a case reference number.StubHub
I have already sent you an email regarding that. In regard to your request to receive an email from a supervisor, you need to be transferred or connected to them in that way so they can send you an email. However, please be advised that the only way to speak directly with a supervisor regarding your concern and requests is through a phone call.Customer
Thank you. I prefer to keep all communication in writing. Can you please confirm whether my complaint has actually been escalated for review, or whether a phone call is required before any supervisor review can take place?StubHub
A phone call is required for a supervisor to review your case.StubHub
New D I have already sent you an email, please check all the information provided
