This was my first (and last) time using StubHub. I purchased concert tickets 3 weeks ago. Of course, my credit card was charged immediately but the confirmation email stated that my tickets would be emailed closer to the concert date. 24 hours before the concert, I still had no tickets. I contacted Stubhub & was told that this was normal & that my tickets would be available the day of the concert at 5pm (3 hour before the concert). I actually live 3 hours from the venue so this was pushing it really close. By 5pm, I still did not have tickets. I contacted Stubhub again & they told me that the seller never submitted the tickets....meaning I never had tickets! The previous conversation informing me that my tickets would be available at 5pm was completely false, there were never tickets to provide. The rep on the phone said that I would get a link emailed to me ONE HOUR before the concert. The link would let me know if there were alternate tickets available, if not, I could request a refund. I explained to the rep that I had to drive 3 hours to the venue & it did not make sense to drive to a concert that I had no tickets to. He then told me he would escalate the issue & call me back in 30 minutes. I sat in my car waiting for a phone call that never came. I called back & spoke to a different rep (who I had to explain the situation to all over again). All she did was repeat herself by telling me "that is our policy and you have to follow it." I asked her why the reps I was speaking to were not following what they were telling me. I understand a policy (even though it's ridiculous) but I don't understand bad customer service....telling a customer that they WILL have their tickets when there are no tickets....and telling a customer they would be contacted in 30 minutes, then not calling. Then the nerve to tell a customer that they have to follow rules. After all this back & forth, I obviously decided not to make the drive without the tickets. As a plan B, I would wait until one hour before to see if there were tickets available & transfer them to a relative that lives closer to the venue. However, after the link was sent to me, it said there were no tickets available and my only option was to request a refund. AAAANNNNDDD the refund would be processed in 8 days. In conclusion, I purchased tickets 3 weeks prior, credit card immediately charged....only to be told that I MIGHT have the chance at tickets one hour before the concert. Only to be told no and my money would not be returned to be until another 8 days. Never. Again.