Troubleshooters: StubHub sent concertgoer wrong tickets

Many of us buy concert and event tickets from StubHub without any problems. But one Action News viewer tells us she had a different experience so she called the Troubleshooters for help.

If you love Josh Groban, you have something in common with Sarah Hollingsworth.

She and her friends decided to get tickets to see their favorite singer in concert.

"Oh my gosh. Well, this is for a lot of us a once in a lifetime experience," she said.

So Hollingsworth went online in search of 8 seats.

"I went on StubHub and found tickets. I said, 'Look, lower balcony. How does it sound,' and they said, 'Wonderful.'," she said.

They paid $75 a piece plus service fees.

But when Hollingsworth got the tickets, they were for the upper balcony at the Tower Theater, not the lower balcony that even appears on her confirmation letter.

"Right away I went on the chat line for StubHub," said Hollingsworth. She said StubHub told her: "'Oh we'll get this fixed, someone will call you in 24 to 48 hours.'"

She says StubHub then agreed to send her new tickets for the lower balcony a originally promised, but when she got them, the new tickets were still located in the upper balcony - and they were two rows back from her original tickets!

So Hollingsworth contacted Call for Action.

"It was 30 minutes after I spoke to Katie that I got a call from the manager at the call center at Stubhub," she recalled.

The manager offered Hollingsworth the tickets for free.

She received a full refund for all the tickets and the money was back on her credit card in a week.

"Oh I'm excited. All my friends are excited. You know they got free seats. I sent them all their checks back, and they were like - all right! Free tickets," she said.

Here's what Stub Hub has to say:

"As a marketplace that connects buyers and sellers, seat location listing issues do occur on rare occasions. In this unique case, we were happy that we could make it right for Sarah so she could get to the show at no cost. StubHub resolves these rare issues on a case by case basis but with our Fan Protect Guarantee, buyers and sellers can trust that we will make any issue right should something happen to occur."