amazing-Family denied entrance after purchasing tickets on popular website

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A Snellville mother has a warning for people buying tickets on a popular website after she and her 6-year-old son were denied entrance at a basketball game.

Alexa McDonald said she bought tickets on StubHub, but when she arrived at the gate at Phillips Arena, the tickets would not scan and she and her 6-year-old son could not get in.

WATCH: A Snellville family describes being denied entry to game

“Tried to scan it, the tickets didn’t work,” said Alexa McDonald. “She was like I am sorry ma’am, it is a busy game you have to step to the side and call StubHub, there is nothing we can do.”

McDonald said at just 6-years-old, her son Isaiah Simpson is a loyal Golden State Warriors fan and for months begged her to see his favorite player, Steph Curry in a game.

“I said well Isaiah you know it costs a lot of money, you have to earn these things, so he said you know mom what do I have to do,” said McDonald.

McDonald said Isaiah saved his own money, improved his grades and even asked for extra chores around the house. So last month, she purchased tickets from StubHub for $545 dollars for the Hawks vs. Warriors game. McDonald received a confirmation email and order number, but when they arrived at Philips Arena, Monday evening, McDonald said the tickets did not work.

“Sad, mad, terrible, embarrassed,” said Isaiah Simpson when describing how he felt.

StubHub sent FOX 5 News a statement which reads in part:

“Unfortunately, the seller provided a ticket that did not work for the buyer and we’re looking into exactly why this was the case. We did offer the buyer replacement tickets, but she declined. So we instead provided a full refund and an additional $100 to her account.”

On StubHub’s website the company promise states “Buy and sell tickets safely and easily on the world’s largest ticket marketplace,” but Hawks spokesperson, Garin Narain said StubHub, is not a verified seller, adding that they always encourage fans to purchase tickets on their website, Ticketmaster or at the box office.

McDonald said she always tells her kids if you want something in life you have to work hard and not give up until you get it.

“I am an adult, I can brush it off and keep moving, but you cannot let a child down, so I am definitely going to do what I need to do, save if I have to, he is going to see Steph Curry,” said McDonald.

StubHub said McDonald’s experience is a rare occurrence and they were happy to fix it, but McDonald said it’s not about the money, but the experience they missed out on.

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amazing-Family denied entrance after purchasing tickets on popular website
amazing-Family denied entrance after purchasing tickets on popular website
  1. If it’s “not about the money, but the experience” why’d this lady choose a refund over new tickets, you could’ve gotten new ticket replacements, and got into the game, without any problems.

  2. I know this is late but stubhub sold my tickets twice one time and tried to come at me for the amount it sold for and more.

  3. i payed for really close seats to the chelsea game from stubhub (when i went to london) and when we got the tickets , we got one row lower than the furthest row back possible (row not section) in a huge stadium, sounds like a scam to me

  4. 6 year olds are only loyal as their last meal🙄😒

  5. Use SeatGeek and use promo code DAVID

  6. If was the seller and I found out the ticket wasn't working I wouldve gave all 500$ dollars back and gave her ticket another game just so it dont look like i rip somebody off that's not right

  7. That's why I go to for my tickets lol

  8. Do I have to explain this every time well anyways sighs then breathes in and out Seatgeak is an amazing app that helps you buy tickets in literally the easiest way possible you may have seen them help David Dobrik surprise his friends with cars cue clip go to seatgeak use the promo code david and you’ll get 20$ off your first purchase 😂 your welcome

  9. Loyal Warriors fan
    “They always win”

  10. This is why I am not a sports person and I'm proud of it😀.

  11. Perfect example of someone shedding tears to get free handouts. That’s the real lesson she is trying to teach her kid

  12. This “loyal fan” is now a lakers fan 😎😂

  13. Oohhh thats why because they printed the tickets. I believe they say on stubhub "do not print the tickets"


  15. I had problems with Stub hub and Vivid seats. I'm going to end my concert and game days. I will save alot

  16. “They always win” exactly why this kid is a “loyal” fan…. lol bandwagon

  17. Just take the replacements stupid

  18. Did extra chores around the house and improved his grades? He’s 6! That’s 1st-2nd grade!

  19. The NBA can F**k off with this StubHub isn't good BS. I have purchased hundreds of tickets on StubHub and I only ever had a problem once at an NBA game the security there told me the same BS however, Stubhub issued me a full refund. StubHub is great!

  20. i knew why the second they said stubhub never buy off stubhub they tryna finnese you Seatgeek Ticketmaster Box Office and sometimes Tickpick i recommened

  21. Me the same think it doesnt let me enter to go to friday night smackdown wwe

  22. I don't really buy this sob story. She got a refund and walked away 100 dollars richer. What the kid said also seemed scripted. I don't know I stop trusting people after all the fake tear jerking stories people tell to get free stuff.

  23. His mom is fine 😍 …she's dramatic with the crying tho

  24. "loyal warriors fan" bro this man said he likes the warriors "because they always win"

  25. ViaGoGo ticket sales licensed, my problem was with the US carrier who stated on delivery paperwork tickets invalid. US not following UK ticket sales rulings in my opinion. Our tickets were paid for in full (ticketmaster unwanted tickets) for arena concert in 2020 cancelled due to Covid and illness. All monies were refunded later in 2020. Always, problems buying tickets in advance!!! Music websites slow to react following Brexit (2016).

  26. could you mail ticket to my address? I dont know how to use computer to add ticket to phone.PLEASE HELP OR I WILL BE FORCE TO CANCEL PURCHASE WITH MY BANK>

  27. She's a fool she had the opportunity to get replacement tickets and got an extra hundred bucks I don't like how she had the chance to give him another chance and she declined

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