Should you use StubHub to buy Taylor Swift Eras Tour tickets?

Since its launch in March 2023, the Eras tour has averaged 72,000 visitors per show. Around 4.35 million tickets have been sold so far.

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With numbers this high, problems are bound to arise. Who can forget the Ticketmaster crash in 2022?

And unfortunately for a mother, she was currently caught up in the troubles of the New Eras tour.

Mom influencer Brittany Cromwell (@notthenormalmom) recently turned to TikTok to share her experiences. With over 277,400 views and 10,500 likes, Brittany advises other mothers not to purchase resold tickets through third-party seller StubHub. Just 24 hours before the show, Brittany still saw no sign of her tickets and became nervous.

“I didn't want to have to make this video, but I've gotten to the point where I want to warn others,” Brittany begins.

Brittany sits on her hotel bed next to her teenage daughter and explains how she found herself in this situation.

“By using StubHub’s ticket resale site, I’m losing thousands and thousands of dollars,” Brittany claims.

Frustration clears across Brittany's face as the new mother begins to rehash the story.

How did StubHub cause problems with your Eras Tour tickets?

She shares that her only goal of the trip was to surprise her 10-year-old daughter with the Taylor Swift concert. However, after purchasing the tickets via StubHub, none could be found under her name.

“I'm going to tell you about their policies and basically everything you need to know about what they did to us,” Brittany says. “Before you consider purchasing from their website.”

Apparently Brittany bought the tickets on August 19th. She then shares the screenshot of her ticket confirmation from StubHub on the screen. She explains that after purchasing the tickets, the buyer must wait for the seller to “release” them to transfer them to another Ticketmaster account.

“I've had this bug since day one,” Brittany says.

Brittany shares her screen. The error is:

“Oops! This ticket transfer has already been accepted by another email address.”

Your daughter leaves the frame.

“…which means someone else claimed my tickets,” Brittany says.

What did StubHub do about the stolen tickets?

After supposedly bringing this to StubHub's attention, they immediately replied that they shouldn't worry because the situation would sort itself out.

“They said, ‘Oh, don’t worry. “It’s going to be okay, we have a customer guarantee,” and they told me about it,” Brittany retorts.

Brittany explains that StubHub believed there was enough time to fix the error and that they would definitely give her an update once it was done.

“Well, a week goes by and they don't inform me,” Brittany says.

So she keeps calling.

“We call again and they walk me through it. Again, and they say, 'Okay, we're going to escalate this.' We'll let you know and call us as the event gets closer,” says Brittany.

While waiting, Brittany explains that she decided to do her own research and came across other negative experiences buying tickets through StubHub.

She is not alone

The Daily Dot reported a very similar situation that occurred at another hopeful Eras concert. In this case, the StubHub customer ended up receiving both a refund and a $1,000 voucher for her issues.

“A lot of people have been through the same thing and are worried because they're sitting there without tickets,” Brittany said.

And after going through the company's supposed “guarantee,” Brittany claimed to have found a number of different loopholes and false information that essentially distorted the ticket company's promise.

She then tells her personal story.

“So much contradictory information”

“So I called week after week and we heard so much conflicting information,” Brittany says.

At one point it felt like Brittany wasn't getting any real answers to her problem, almost as if the whole situation was intentionally moving closer and closer to Brittany's scheduled concert date.

“Someone would say, 'We'll have a manager call you.' No call. Someone else would say that we get a link with either another ticket to choose from or a refund. “We never understood that,” Brittany claims.

She even stated that other customers only received information on the day of her concert.

“They just want to dismiss the situation,” Brittany claims.

What now?

In summary, Brittany never received the tickets she so excitedly purchased through StubHub and Ticketmaster. Even the original ticket seller was stumped and reached out to her to help her.

“She reached out to me and told me she did everything right,” Brittany says. “StubHub and TicketMaster are currently the problem. You can’t give me my ticket.”

Brittany gives one final warning before almost bursting into tears while hugging her daughter as she sits in her hotel hoping the tickets will show up.

“So before you shop on these sites, you have to ask yourself, are you willing to make a mistake like that?” says Brittany.

The viewers can't believe it

Brittany's audience had a lot of questions.

“So wait, did you get them?” asked one of many commenters.

Others were frustrated with Brittany and demanded answers from the ticket company.

“@StubHub you better do this right! Many people are already hesitant about reselling. Stories like this just make people more hesitant,” one commenter explained.

“@StubHub come on… this is unreal! I will make it my life's mission to advocate for the resale of tickets to be limited to 10% of face value. Art > Shareholders,” another commenter added.

Brittany's update

Of course, Brittany was due for an update. And that's exactly what she posted just three days ago. This time with a much more positive demeanor.

Lying in her hotel bed, Brittany rolls over to share exciting news with her daughter.

“Oh my God, look! StubHub just sent me tickets,” Brittany exclaims.

But not only did she finally get her tickets, StubHub also upgraded her tickets to be even closer to the stage.

“They’re on my damn account,” Brittany says. “Thank you StubHub for getting this right.”

It was unclear whether it was due to the rapid popularity of her original video or whether the situation had simply resolved itself just a few hours before the concert. Brittany went on to thank both viewers and StubHub for their help.

Since then, Brittany has flooded her page with videos detailing her and her daughter's excitement for the show.

@notthenormalmom 😢 @StubHub After so many calls, it's time for me to share the truth: Do better for your customers. #stubhub #nightmare #erastour #taylorswift #stubhubscam #scam @Taylor Swift ♬ Original sound – Brittany Cromwell

“I can't feel my body right now,” Brittany's daughter screams in excitement after learning the good news.

The Daily Dot reached out to Brittany (@notthenormalmom) via TikTok direct message and StubHub via her press email for comment.

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