Stubhub FanGuarantee does not respect refund request
Hi, I am very confused about what happened w.r.t. the StubHub FanGuarantee and I am not sure if I have any recourse. Here is the timeline:
I bought tickets to a concert
The original seller could not fulfill those tickets and Stubhub offered me another pair of tickets.
Those other tickets were not satisfactory, so I rejected them and asked for a refund instead. The customer service representative told me I would receive a refund per their guarantee and said that if I wanted to receive better tickets, I should just buy a new set of tickets. I was under the impression that this transaction was now going to be canceled and refunded.
I bought another set of tickets thinking that the original pair would get refunded. I even talked to the customer support multiple times to confirm that this was the correct behavior.
After I bought the new set of tickets, Stubhub messaged me saying that they actually found similar tickets to my first order and now will not refund me.
I've been back and forth with Stubhub support on this. I have screenshots from them saying that I will be refunded, but ultimately it seems like the final decision is that I will not be refunded.
Is there any advice on what to do? The event is in a few days and I feel very silly about trying to guess about how Stubhub's FanGuarantee works. The tldr is that unless you have the ticket in hand, you cannot be sure about going to an event on Stubhub until an hour before the show starts.