Zero stars if it was an option. I ordered tickets and were told they were “confirmed” and “secure”, only to receive an email later saying they were no longer available, but according to their “FanProtect Guarantee”, I could either choose the “BETTER or COMPARABLE” replacement tickets that they had to offer, OR a full refund meaning I wouldn’t be attending the concert. In a bit of a panic and the first time using their services, I selected the closest tickets available to what I had originally, (downgrading me from row 10 on the floor, to row 29, which was the only option provided on the floor - definitely not better and not what I would consider comparable, but at least I would have a ticket!). The other options provided were up in the balcony, not sure why these were even offered when the replacements are supposed to be better or comparable, according to their FanProtect “guarantee”. After selecting the row 29 replacement tickets, I reached out to SubHub to find out what the adjustment would be in price for the downgrade, I was informed that as I selected the offered replacement tickets, that was considered my confirmed acceptance of those tickets at the SAME price and there would be no adjustment to compensate for lost value. However, the page when selecting the replacement tickets only stated there would be no “additional cost”. It did not state I would be opting to overpay for worse tickets. Furthermore, when I asked how to confirm my tickets were now “secure” as they said, and wouldn’t be downgraded again, (because clearly the previous ones so chose weren’t…), they explained that they could only guarantee that if these tickets also became unavailable, that they could offer me more options, (which again, are supposed to be BETTER or COMPARABLE, but that was already proven not to be the case…). With this information, I decided I would rather take the full refund, and purchase my tickets from a different vendor that could secure and confirm my tickets and seats. I was now told that as I chose one of the replacement options for my tickets, I was no longer eligible for a refund, AT ALL! And if I wanted to be refunded for my tickets, I could “post them for sale on their website.” NOwhere when I was being offered these replacement tickets, (that were clearly not even within the parameters of their FanProtect guarantee, as they were not better OR comparable to my original tickets), did it say that I would no longer be able to cancel/refund my tickets once replacements were selected. This is completely unacceptable, I’m now being forced to either accept paying a higher price for lesser value tickets when I don’t even know if they could become “unavailable” at any time and downgraded further, OR to manage the resale myself using THEIR website. I tried speaking to human agents in their live chat, the first time the agent ended the chat with no notice, the second time the agent told me there was no recourse and nothing they could do to help me and that any agent I talked to would tell me the same thing, and the third agent I spoke to did the exact same thing. They all are clearly provided with a book of responses, dealing with them is worse than dealing with the AI representative. Their own AI representative even said that the difference in the tickets I was provided was significant and not comparable and I should reach out to customer support for a refund and that even partial refunds are an option, but none of the agents would acknowledge this. The live agents repeat answers that don’t resolve the situation no matter what you say or what extenuating circumstances you explain, (example: “as you’ve already selected the replacement tickets, there are no adjustments that can be made”). They avoid answering very direct and clear questions such as, “how do I know my tickets are secure”, I had to ask this about 5 times before she responded to explain that basically, they aren’t. I had to ask at least 3 or 4 times for a phone number to be provided to me to reach a supervisor. When I got them on the phone, it was another agent that just did the exact same things as the chat agents. When I asked to communicate with a supervisor, she was able to go ask them questions and report back to me but the supervisor was mysteriously “unavailable” to come on the call. I was told they couldn’t provide me with a supervisor phone number or email address either. Policies here are a complete joke, they don’t follow them themselves (offering me worse tickets than what I paid for) then force you to adhere to them stringently regardless of lack of communication or notification of such policies, (didn’t state I couldn’t cancel and get a refund AT ALL after if I chose replacement tickets), and the service is even worse. Completely abhorrent, ignorant and condescending to deal with as they just repeat themselves as if they’re speaking to a 2 year old. We ask to talk to live agents so we don’t have to deal with robots and can have someone understand extenuating circumstances and empathize with our situation, but whatever training they receive completely negate this. If you want to; A) attend your event in the tickets YOU selected; B) pay proper value for tickets you’re provided; C) be able to contact customer support that actually is there to assist you…. LOOK FOR YOUR TICKETS ELSEWHERE!!!