Over the past 10 days, three separate families who experienced canceled StubHub orders ultimately received tickets after seeking assistance from 2 Helps You. – Over the past 10 days, three separate families who experienced canceled StubHub orders ultimately received tickets after seeking assistance from 2 Helps You.
In each case, family members were provided tickets to eventually attend a match, but not all received tickets for the games they originally purchased.
For Marilyn Gonzales of Cypress, the experience remains difficult to forget.
“We’ve been planning this for four years,” Gonzales said.
When she finally received replacement tickets late Friday evening, Gonzales expressed gratitude to 2 Helps You,
“Thank you, thank you, thank you... thank you so much,” she said.
Her husband, Christopher Gonzales, became emotional after learning the family would still be able to attend a World Cup match this past weekend, “Man, I can’t believe it,” said Gonzales before becoming emotional.
Other affected customers we have spoken with described similar cancelation experiences.
Lisa Coulter said she struggled to find someone willing to help.
“You are the only one that responded to my story,” Coulter said to 2 Helps You back on June 26th after arriving in Houston from Toronto.
Esteban Vidal of Tampa made it clear to use he would not have recovered his tickets without our intervention.
“I don’t think we could have got our tickets back if it weren’t for you,” Vidal said.
How to Protect Yourself When Buying Event Tickets
We asked StubHub specifically what advice they had to their customers, “to avoid having their tickets canceled by StubHub?” but the ticket seller did not respond before publication.
Some tips from 2 Helps that may help buyers:
- Look for tickets that can be downloaded instantly at the time of purchase.
- If problems arise, immediately escalate the issue with StubHub and request replacement tickets.
- Keep records of emails, chats, and phone calls documenting every interaction.
- Contact your credit card company if the site fails to deliver the tickets purchased.
- File a complaint with your state’s attorney general consumer protection office if the issue remains unresolved.
Gonzales followed that final recommendation.
After StubHub canceled the family’s tickets to the June 17th Portugal-Congo match at Houston Stadium, she filed a complaint with the Attorney General’s Office of Texas.
Asked whether she still planned to pursue the complaint, Gonzales responded:
“Absolutely.”
She also criticized the company’s customer service.
“Every conversation we had lacked emotional intelligence. It was all canned responses.”
Christopher Gonzales said the family repeatedly offered possible solutions to StubHub but felt ignored, “StubHub just didn’t care.”
Although the company eventually provided replacement tickets in the eleventh hour, they were for Morocco vs. Canada instead of the Portugal match that the family originally purchased --- in order for their 13-year-old son, Maddox, to see his favorite player Cristiano Ronaldo.
“I just felt like we were an inconvenience and they wanted us to go away,” Christopher Gonzales said.
Attorney General Investigation Underway
The Texas Attorney General’s Office announced Friday morning that it had opened an investigation into StubHub.
Less than 24 hours later, the Gonzales family received an email from StubHub offering replacement tickets to the Morocco-Canada match, allowing Christopher and Maddox, to attend.
On Monday, an emotional Christopher expressed his appreciation to the consistent push to StubHub by 2 Helps You after being alerted to the family’s situation, “Thank you so much for everything,” said Gonzales.
Despite receiving replacement tickets, Marilyn Gonzales says she still intends to cooperate with investigators from the attorney general’s office because she believes her family’s experience was not an “isolated incident”.
She says fans in Texas and across the country have lost opportunities to attend World Cup matches after similar cancellations.
“I appreciate all the help... because I don’t think it would have—I know it wouldn’t have happened,” Gonzales said.